08-31-2020 06:00 PM
I had the same issue. 8/25 - purchased Whirpool Dishwasher at store. 8/27 dishwasher installed. Contract installer showed up and proceeded with install. 30 minutes into the install they broke the main water supply. Water leaked in the kitchen for nearly 8 minutes until they located the main water shutoff. There was no less than 100 gls of water leaking across my tile floor upstairs. The water drained down the inner and outer walls soaking the insulation and the floor board under the tile floor. It also drained down the walls to the basement below. The Window sill in the basement sustained damage due to the volume of water. The carpet was soaked with over 2 inches or water below. Also saturated with water was the new vinyl floor planks that were installed less than a year ago. There is probably water under the vinyl now. The installer paid for the plumber to repair the pipe as he should. I spoke with the owner for the installer company who said he would take care of things and someone would come by the next day to attend to the damage. 8/27 - I deployed my blowers and fans to help dry out the carpet and insulation in the wall that were running all day and night. 8/28, I called Best Buy to file a claim because the confidence was lost in the remedy suggested by the installer. The installation company called after 7P and said they had a machine to extract the water. This is after we waited all day(business hours). Since we were not home when they were planning to "drop by" it was impossible for them to setup the dehumidifier. 8/29 - We received an email from Best Buy stating that Segwick was the adjuster that would contact us in the next 3-5 business days. The installer called late in the afternoon and came by after 7P to setup the machine. They used their rented machine and complained that they rented the machine the day before but could not come by to set it up. They said they would drop by over the next few days and check on progress. Meanwhile using our fans to help solve the problem they created. 8/31 - I called the Sedgewick claim number and could not reach anyone. Then I called Best Buy and they said that I would need to wait until Sedgewick contacted me. Now it is Monday afternoon, I can tell that the vinyl in the bathroom have been compromised, the insulation in the wall is still wet to the touch and the dehumidifier is still runnning downstairs. I'd like to know when someone is coming to assess the moisture damage in the walls, carpet, tile and vinyl. This is absolutely unacceptable after spending over $900 on a dishwasher and signing up for their protection plan. The young men that did the install were good people but they were not following the installation procedures of turning off the power and water shutoff valve before the install. They also had the wrong tools which led to the breaking of the pipe. I am extremely frustrated at this process and I hope that Best Buy really qualifies installers before they send them out on a "routine installation".
09-02-2020 11:47 AM
Sedgewick responded and essentially told me I need to resolve damages with the installer/3rd party. Afrer reading the installation terms received when I purchased the dishwasher, it clearly states the Scope of Work that the installer service includes disconnection from electrical and water. The installer disconnected the electrical by not the water. Therefore in my estimation this is a breach of contract. Additionally in the Terms of the Home Repair Terms of Service I purchased it states that "Our employees and agents have no authority to alter these terms." That said, I forwarded all this information to firstname.lastname@example.org for review. The 3rd party installer has no intention of repairing the damage and has a dehumidifier running 24/7 going on 4 days. They have not contacted us since plugging in the machine.
09-10-2020 11:57 AM
Hi, Markohana1, and welcome to our online community!
Thank you for reaching out to us on the forum for support. I'm sure you were delighted to receive your new dishwasher at the end of August and start using this appliance after it was installed. I hate to hear about the events that have unfolded since your August 27 appointment. This is most definitely not the experience we want for our customers, and I'm sorry you've had to deal with these damages and inconveniences since.
Are you still in need of assistance since you've been in touch with Sedgwick and have reached out for additional help?
All the best,
09-10-2020 01:53 PM
Thanks Allison for the response. I have been in contact with Sedgewick. However, I believe that the installation contract in place is between me and Best Buy. Sedgewick recommended I resolve the issue with the installer because Best Buy has a separate confract with the installer. That said, Sedgewick suggested I give it 7 business days for the installer to resolve. I complained to Sedgewick again on the 8th business day and the installer called me immediately after that and asked to come by to test for moisture where the leak occured that they caused. This is after they had a dehumidifier running up my electricity bill to double my usage running 24/7 for 227 hours. At the end of the 8th business day I instructed the installer to come and pick up their machine and do not return for any other service. TY Logistics is the installer. Caution for those of you in the Seattle area, if these guys show up have them produce their credentials show you their tools and have them go through the installation list with you. They broke the main power supply to the dishwasher they were installing and did not disconnect the main water supply prior to the install. I was not home at the time and my wife tried frantically to help them locate the water shut off in the garage that they should have turned off prior to the install. Best Buys has been pushing me to resolve this with the installer and Sedgewick. Sedgewick has been stalling to resolve and has not responded to me sending the pictures of the damages and concern about water damage and mold. There was so much water leaked befor the shut off valve was located that it drained down the walls in the basement and traveled 20+ feet in the exterior walls. The dyrwal was damaged and is now cracking above the window downstairs. The installer wanted to come by to check the demidifier several times after 7 or 8pm on days when we were not planning to be at home or we had guests. This unacepptable and I expect better from Best Buy. The In-Home Scope of Work I received when I bought the Total Tech Support Agreement at time of purchase is clear, Service Includes: "Disconnection (existing unit)" "Disconnection from electrical." this was completed. "Disconnection from water" " requires an existing, dedicated, non-corroded, non-self-piercing code compliant shut-off valve reachablle without the use of a ladder, removal of ceiling tiles or entering of a crawl space." None of the above conditions existed. The shutoff is in the garage third bayand readily accessible. Additionally, the Delivery, Installation and In-Home Repair Terms of Service between purchaser and Best Buy clearly states, " Our employees and agents have no authority to alter these terms." That said, the agreement in it's entirety is between the purchaser and Best Buy. I did not sign a separate agreement with the installer. The only thing I signed was proof of delivery. If someone at Best Buy can explain to me my rights I would be glad to follow the proper path for resolution. I will not file a claim with my homeowner policy to have my premium jacked up for a problem someone else caused. This is totally unacceptable.
09-10-2020 04:07 PM
Thanks for providing those additional details. Sedgwick Claims Management Services, Inc is the administrator of Best Buy claims for property damage that can occur during home deliveries or installations. Whether an installation is performed by Best Buy directly or a third party (as in your situation), a Sedgwick claim would still need to be filed and handled through them.
That being said, while I may have limited access to assisting in your specific case, I'd like the chance to reach out to the appropriate party or parties who can provide further help. I understand your concerns regarding the water damage, and I want to make sure this is handled properly.
Please send me a private message including your full name, email, phone number, and Sedgwick claim number. You can find the blue option to message me to the right of my name below.
01-28-2021 03:41 PM
Allison, I appreciate your reply. We are going on 5 months to complete repairs from the dishwasher install gone wrong. After all was said and done I had to file an insurance claim with the Best Buy contract installer's insurance company.. That insurance company low-balled us on the repair estimate so we could not accept it to repair all of the damage. At that point Sedgewick said that because we did not accept the settlement from the installer's insurance carrier they could not help. We then filed a clain with our homeowner policy to get the work completed. The installers insurance company paid for our deductible of $3K but now our carrier has to subrogate and try to recoup the cost of repair. I suggest before you have a contractor do any work that you verify the work they are going to perform and understand. Total settlement with our insurer was $29K+. We have had less than 5 uses of our brand new dishwasher purchased from Best Buy since August 27, 2020. Seems if Best Buy was trying to make things right they would offer to refund the purchase. Somthing is not right.
01-31-2021 01:33 PM
I am sad to hear the results of your claim.
We strive to provide the best service possible, and I’d be happy to take a deeper look into the situation.
To get started, can you please send me a private message with your full name, email address, and phone number?
You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.