Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/6/2024 - Rude. Condescending. Told me he was a skilled technician and worked as an engineer for ******* and I should listen to him because he was a technician man and I am just a person. He was there to fix my ice maker/water dispenser on my ******* fridge (the 3rd time to fix it) and Best Buy uses this HORRIBLE SERVICE COMPANY. Shame on you Best Buy - and shame on you, J&D. The guy today complained and said my ice wasn't freezing because it was set 1 degree too warm (31) and I told him it was their technician from last time that set it - and he said it needed to be -1. I stated again it was their tech that set it who I believe is his brother or son!!!! He got upset with me, started packing up and then insulted me. When I argued back that I'm not just a person but I am a 52 year old woman with a master's degree and that I'm not stupid, he got even more mad! He picked up his tools, tossed wet paper towels in the sink (trash is right next to the fridge), didn't wipe up the big puddles of water on the floor or pick up the paper towel roll he tossed on the ground - and he walked out - and I asked if he was going to clean up the mess he made and he ignored me. He walked out of my house - and even left the front door open! He got in his car. WOW! I'm still trying to get a refund from LAST time they -charged me $135 for part of the ice maker because it had cracks and leaking - they said it was because of wear and tear - NOW they are saying it was cosmetic. ****. Cracks in a plastic water/ice bin means leaks. I'm still wanting that refund.

  Business Response

  Date: 11/18/2024

  First of all, the customer was extremely rude to the technician and this was already notified to the warranty company. The ice maker was replaced with the updated ice maker kit. The tech had to replace the ice bucket tray since it had multiple cracks will lead to leak and freeze up the ice maker. The tray was not covered by the warranty since it a physical damage and the warranty does not cover. This policy is already educated to the customer by the warranty company. 

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I actually provided a recording of that day to Best Buy, one of the store managers and the 3 people that I spoke with on the phone with Geek Squad and *** and no one found any issue with my questions.  They did question how the appointment ended - with the mess, the paper towel tossed in the sink and just walking out without shutting my front door.  The technician raised his voice and insulted me - and did I get upset and less demure then?  yes I did.  I don't like being treated as if I'm stupid.  I responded to his rudeness and told him not to speak to me that way.  Even THEN I still never raised my voice to him nor did I insult him.  If that is rude, he really shouldn't be speaking to people.  His behavior caused the reaction.  I'm more than happy to share my recordings with the BBB.  I have 2.  Plus, the video of the last 5 minutes where he insulted me and where he left the mess and walked out without even closing my front door.  You can hear me ask him if he was going to clean up or shut the door. He just ignored me and went out to his car - and he got on the phone.  I guess he finally called the manager he promised to let me talk to.  If that is rude on my part, so be it.  I co-owned a business until I sold it last year and would be mortified if one of our employees spoke with a customer the way I was treated.  We had an A or A+ rating with the BBB.  

  Also, today's response from J&D is actually a LIE.  As demonstrated in my attached screenshot of why I was originally denied a refund for the part, J&D originally told Best Buy/*** that the issue with the part was COSMETIC and NOT a functional issue. This is evidenced in the mention of item 6 a. of the screenshot. The technicians reasoning was cosmetic and/or consumable items. This is listed in the denial email and states that this was the "technicians" reason for replacement. Now, in their response to my BBB claim, J&D wrote that "The ice maker was replaced with the updated ice maker kit. The tech had to replace the ice bucket tray since it had multiple cracks will lead to leak and freeze up the ice maker. The tray was not covered by the warranty since it a physical damage and the warranty does not cover. "   

  They provided Best Buy/*** one reason and the BBB with a completely different reason.  And yes, after your "technician" insulted me and blamed my child for the ice maker and water issues, I did get defensive. He then asked the age of the fridge and I said 2021 and then he said the seals are probably worn and not sealing right.  If that was really the case, why wasn't he fixing that?  Kindness goes a long way - and my patience had just worn out once he insulted my intelligence. It just seemed he had no time/desire to have a woman question him.  But LIES are never the answer.  Get your stories straight before you put them in print. 

  
  Regards,
  
  ***** ******

  
  

  Customer Answer

  Date: 11/19/2024

  This is a copy of the geek squad agreement for repair. It's a 5 year parts and service agreement and I paid over $300 for that.   J&D made me pay $135 to have the ice maker part and it should have been covered by my extended warranty. J&D refused to provide the part until I wrote them a check - and then this time when I asked again about the refund he laughed and said no, it was cosmetic issues just as they told geek squad.  Now, he tells the BBB it wasn't cosmetic but a functional one (which should have been covered).  Yes, I want this review up because since I can't get the money refunded - at least people may read this and RUN from this company!  Look at the OTHER reviews on Yelp and BBB.  Sadly, I'm not the only one.