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Posts: 1
Registered: ‎09-10-2019

Terrible responsiveness after installation damage

We had a washing machine installation set up last week and during the process the water pipe inside the wall behind the hookup was snapped in half. The water to the house had to be turned off, but not before large amounts of water damage occurred to the floor/ceiling below. Installation did not cap the break and left without us having water. We had to buy the tools so we could cap ourselves to at least turn water back on to the house. I was told a claim was filed and we would hear from the estimator within 1-2 business days. After no contact I reached out twice to Best Buy customer service. One very rude response was that the claim was still in process, the 2nd was very nice but let me know that there was never claim filed and that I should have been given a number to call. I called the number and no claim was found so I had to initiate another claim. Now I have feedback that I need to wait another 3-5 days before being contacted again by an estimator. Meanwhile there is still water damage throughout the ceiling and we do not have access to a washing machine. Sedgwick email says I will need to have an estimate ready but does not answer when I ask for more information about what is required.
Posts: 3,201
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Registered: ‎08-21-2017

Re: Terrible responsiveness after installation damage

Hello, Jlherndo,

 

Welcome to our community forums. I know that getting a new appliance should be an exciting event so any damage that occurs would have a huge impact, especially such a large water leak. I would be happy to help you look in to the status of your damage claim so it can be addressed as quickly as possible. I will need a bit more information so I can continue to research this. Can you please send me a private message with your:

 

Full name

Email address

Phone number

Claim number

 

You can send me a private message by clicking the button at the bottom of my post across from my name. I look forward to hearing back from you so I can further assist you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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Posts: 1,687
Topics: 42
Kudos: 215
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Registered: ‎10-19-2017

Re: Terrible responsiveness after installation damage

Hi, Jlherndo,

 

Thank you for your patience! I’ve just heard back from my partners at Sedgwick and they have advised me that they spoke to you regarding the claim and have outlined the process for moving the claim towards resolution. I would recommend continuing to work with Sedgwick going forward.

 

If there is another matter that I can assist with here in the future, please know that you’re more than welcome to reach back out. I hope you have a great weekend!

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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