01-29-2019 01:25 PM
I've been trying to get into contact to file a claim for almost a month now.
I had a remote starter installed in my car 4/3/18.
My car (a newer model) began having issues with the electric constantly running and the blower fans coming on at night, which drained and ruined my battery. I took my vehicle to a mechanic, and the mechanic had to remove the remote starter, replace my battery, and rewire my car to factory settings, costing me $426.68.
So, I paid $219.15 to have the remote starter installed, and $426.68 to have it removed, but have nothing to show for these purchases. A total of $648.83.
While I understand that if the remote starter was acting up, I could have visited the Best Buy that installed the device, there was no way of knowing that the starter was the cause of my electical issues, and additionally, I no longer live in the state in which the device was installed.
I have the original Best Buy reciept and documents and receipts from my mechanic (a Toyota dealership) that does say, "all issues stem from the device that was installed." I kept the device that was removed and it is sitting in my car.
I called customer service, and after an hour of being transferred around, a woman told me she started a claim--I have the reference number. After a week of hearing nothing, I called to check in on my claim status. It turns out, she didn't file a claim at all, but made notes on my account. (I was given a new reference number.)
So, while I was on the phone with Best Buy, I asked them to file a claim. After another hour being transferred, the man I spoke with told me he had to call the Best Buy that installed the starter to intiate a claim. He said they would call me back with my claim information.
I didn't hear anything from him for over a week, so I called back today.
Again, no claim had been filed, and I was transferred for over an hour. I was then transferred to Corporate, which didn't make sense to me, and they transferred me BACK to Geek Squad, who had already said they can't help me.
Eventually somone transferred me to Sedgwick, and I left a message because nobody picked up, and I haven't heard anything from them.
I have paid almost $650 for a device that I cannot use.
I have been calling for almost a month to have the issue resolved.
Nobody will file a claim or return calls, I'm simply being transferred endlessly.
I no longer live in the state in which the device was installed.
They (people on the phone) said they contacted that store twice to no response. However, as my husband worked there for almost 12 years, they have not been contacted.
Please help me.
01-29-2019 03:31 PM
Welcome to our community. Like you, I have the not unreasonable expectation that whenever any property of mine is serviced—be it my home or my car—the people I trust to perform those services will do everything they can to prevent causing harm of any kind. I was unhappy to read that you’ve spent quite a bit of time and money trying to get to the bottom of what seem to be some pretty serious issues with your vehicle, and I was equally perturbed to see that no claims were opened for you when you were informed otherwise by some of our employees. You have my apologies for any inconvenience this may have caused you.
As you may know, services performed by a Geek Squad Autotech qualify for a lifetime warranty that can be redeemed in any Best Buy store. That is, if an installation is performed incorrectly or if any issues arise that are proven to be the result of a Best Buy error, you should be able to visit any Best Buy to have that error corrected at no additional charge to you, so long as no other work has been performed other than by an authorized Geek Squad Autotech. This is called out in the Terms & Conditions of the service agreement you signed at the time of purchase. Specifically:
Best Buy® warrants the installation workmanship performed by Best Buy for the lifetime of the vehicle, including all mounting and wiring, provided that no additional installation work has taken place other than by an authorized Best Buy Mobile Electronics Installation Center.
As such—and with my sincere apologies—because your car was serviced by another party rather than being returned to Best Buy for inspection, we are not able to open a claim for your case through Sedgwick, nor are we able to reimburse you for any fees associated with your installation or purchase. I realize this isn’t the answer you were hoping for and I regret any additional disappointment this may cause. Please know I have made your remarks available to our Corporate teams so that we can identify areas of opportunity to grow and improve as a company.
Thank you for writing to us.
01-29-2019 03:45 PM
First off, there was NO WAY to know that the issue stemmed from the remote car starter until a mechanic could look into the vehicle. When the electric is running and blower fans come on after the car is turned off, there is no reason to assume that these issues stemmed from the remote car starter. It makes no sense, logically, to go to Best Buy with the presented symptoms.
Secondly, per your wording, there was no additional installation work. A product was either installed incorrectly or had a pre-existing issue with it that caused issues with my car. No additional installation work was done; my car had to be fixed because of the faulty product/faulty installation. The product had to be removed--not tampered with--to fix my vehicle. I have read the terms several times. I'm not asking for the remote starter to be fixed, I'm not asking for installation assistance, I'm not asking for replacement. I'm explaining that the Best Buy that installed the starter did not do so correctly or used a bad product. I had NO additional installation work done; the product had to be removed to fix my vehicle, and the symptoms were not obviously related to the starter.
There is no reason I should pay $650 for Best Buy's mistake.
01-29-2019 04:06 PM
I can certainly appreciate wanting a refund in the matter; honestly, I probably would, too. At this point, however, Best Buy will be unable to accommodate your request since the device in question has been removed from your vehicle, and—despite the documentation provided to you by the mechanic—our Autotechs wouldn’t have a way to fully verify whether or not that was what caused the issues with your vehicle.
With that said, you are welcome to open a claim directly with Sedgwick by calling (800) 620-7409. While I can’t guarantee a particular outcome, they would be in the best position to review all of the information at hand.