We recently purchased an entire kitchen set of appliances from BestBuy. The refrigerator was installed a couple of weeks after ordering, but the rest of the appliances were significantly delayed. They finally came in and the initial installation of a double oven, over the range microwave, dishwasher and gas cooktop was planned and executed on May 16th.
The first new cooktop was found to be defective after installation, so the installer arranged to order a replacement and schedule a followup. After the installer left, we noticed the smell of propane so I turned off the valve to the cooktop.
We were very dissatisfied with the installation overall (left a trim piece off of the double oven, left packing material inside the dishwasher and ran it, scraped the old dirty silicon from our old cooktop installation on the hardwood floor and walked on it....I had to scrape and clean that up, all appliances were dirty with greasy hand prints. And of course, they left us with a gas leak.
The first attempt at installing the new replacement cooktop was unsuccessful since the new installer (a different one) said that he wouldn't approve using the new gas line previously installed by another installer so he dropped off the cooktop and left. He said he would get a new line from BestBuy and we needed to schedule another appointment.
When he returned to install the new replacement cooktop and new gas line, the cooktop worked satisfactorily but after the installer left we noticed the propane smell again and I verified a leak using the "soapy water" test. So of course we turn off the valve again and called TotalTech to schedule another appt. They also arranged to have another new gas line shipped to my house......it showed as scheduled to be delivered yesterday (July 7th), but it never showed up. I called TotalTech again last night and they suggested I go buy a new line locally before the installer was to show up this morning (July 8th). So that's what I did.
The installer called me when he was on his way....I shared that the gas line didn't show up and that I had purchased a couple hoping that one would work. He assured me that he had one on his truck so it wouldn't be a problem.
He showed up to repair the leak and proceeded to tighten the fitting where I said I had seen a leak using the "soapy water" method. He "tested" with a cigarette lighter and said everything was now fixed.
He left to go to his truck to leave. I waited a minute or two and then smelled in the cabinet under the cooktop and there clearly was the smell of propane again. I was able to catch him in the driveway before he left. He came back in and indeed did find a leak. He assured me that he had fixed that one and left. He did not replace the line which he originally installed, he only tightened connections.
I waited a few more minutes, checked again, and we still had the smell of propane so I turned the valve off again and of course now the installer has left.
We now have been without a cooktop since May 16th......it is now July 8th. I have no confidence that another visit by this same installer will correct the problem.
Every bit of this is documented with calls to the TotalTech line. I will say that all of the first line support has been very sincere in trying to help us, but have limited ability to do anything other than schedule another appointment.
Someone in BestBuy needs to step in and support your front line folks here.....and satisfy a customer who has made a large purchase, including paying for successful installation.
How do I escalate my situation to a level that can help?
