Best Buy Stores, LP - US Headquarters

To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an applicable resolution Warmest Regards, Best Buy

I am rejecting this response because:
The extra charges have not been been dealt withI have attached a screenshot of the transactionsThe extra transactions were completed by the malicious manager fraudulentlythe fact that another one shows up is proof enough that there was malicious intentIt was completed on another day! All of this is tied to the transaction used to return the product, as I have not purchased anything or returned anything to any Best Buy store since this incident

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I am amazed that this happened and required the effort involved to resolve what should have never happened.To recap what it took me to resolve the issue1) talking customer service at store2) talk to manager of store timeCalling the third party twice and filling out their form file a protest.4) contact NBC responses ( still pending)but will share entire story with them if they reply so maybe they can air the story so this issue can avoided by other Best Buy Customers.5) filing a Revdex.com complaintthis responses was swift and what should have happened when first brought to Best Buys attention Best Buy needs a better 3rd party vendor or at least have a process that within Best buy their manager or customer service can remedy faster.I spent at least hours in the store to buy a laptop that works with geek squad before a laptop that worked and was the right replacement laptop worked. and another hours calling and filing paperwork to get this block removed. They should be ashamed of their process and how hard customers have to work to get a working product and not felt like they did something wrong in accepting a non working product. I accept their response but still greatly disappointed in their response to this issue. *** ***

Dear Revdex.com,After receiveing this complaint, I was able to connect with leadership in our Geek Squad Remote Services team, who attempted to call Ms*** and assist with her webrootUnfortuantely, due to the customer's high level of esclation, we were unable to assist Ms*** with her problem, as
she disconnected the call. It appears that there may have been an issue in activating her account, and in order to correct this, we would advise that Ms*** work with her local storeThere, they will be able to correct her account, or refund her for it if she so choosesWe apologize for the difficulty that this has causedI have taken the liberty of making leadership local to her aware as well, in an effort to prevent similar situations from arising in the future.Please let me know if you have any questions.Sinceerely,Cassie EExec Res Sr

11/29/2017To whom it may concern,Best Buy has connected with the customer and offered to refund the services in question. We have also offered to reimburse the customer for out of pocket costs for repairs required to device following Geek Squad service. As a standard measure we have also
worked with our local store to improve our service capabilities and worked with the involved agents to ensure we can learn from this experience. That being said, should the customer have any further issues arise, we welcome them to reach out directly for assistance

Dear Revdex.com,We have attempted contact with the consumer regarding this issue at the number
provided.After further review, the fees the customer were not additionally refunded were related to the installation of the productsWhen these installations are completed, regardless if the customer returns the product or not, they become a non-refundable item as the services have been renderedBecause of this, we will not be providing any kind of refund or compensation for this issue and considered this matter closed.Sincerely,Kelsey F

Dear Revdex.com, Thank you for bringing Nick‘s concerns to our attention. We have spoke to *** three times back in December and Best Buy would not be able to accommodate the request. The gift card was redeemed prior to call into Best Buy. Our policy with gift cards states can be
found at: https://www.bestbuy.com/site/help-topics/gift-cards/pcmcat203400050004.c?id=pcmc...⇄ Below is just a snip from the policy as it pertains to gift cards.Lost, stolen or damaged cards replaced only with valid proof of purchase to extent of remaining card balance.There was no balance remaining on the gift card at the initial contact with Best Buy. We would not be able to accommodate this request. Best Buy considerst this matter closed Sincerely, Scott

Dear Revdex.com,We contacted the customer directly once we were able to review the purchase information he provided. We partnered with the customer on a resolution which he accepted. Best Buy considers the matter closed.Best regards,David M

Dear Revdex.com, Thank you for contacting us regarding this matter. We have contacted the local store to get further information on the interaction. Despite the customer’s claims, there is no evidence that Best Buy provided any type of support beyond the scope of what the customer was
requesting. Nor is there any information to support the claim that Best Buy broke this camera system. Best Buy considers the matter closedThank you, David M

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meMario the General Manager was helpful and we resolved this issueThank you for your assistance

Dear Revdex.com, Thank you for forwarding Mr***'s concerns to our attentionWe apologize for any inconvenience this may have caused the customer Our records indicate the products were reshipped to him as on December 01, and he should have received them as of the 6thIf he has not, we
recommend he contacts UPS to file a tracer or work with the police to report the items as stolen Best Buy feels this matter has been fully addressed. Sincerely,Kelsey F.Best Buy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Mr*** understanding of the sequence of events is lacking some important details. He states that I requested a worst case scenario estimate for the transmission. This is incorrect, I was told about the error after the differential was repaired and it was sent to their transmission expert for analysis. The diagnosis I received is that the transmission was bad and that it needed to be replaced! End of story! I had the Service Manager contact the extended warranty with a quote for the repair, which I was informed was the R&R of the transmission. The extended warranty company responded and told the dealership that they would not pay for a rebuilt/refurbished transmission, they wanted the transmission rebuilt and they wanted the dealership to disassemble the transmission (just as they did with the rear differential) so they could send an inspector to evaluate the components to determine if they would cover it! Since I was told that would be more expensive than the $estimate to R&R the transmission and since I did not believe the warranty would cover it (since they found a reason for not paying for the rear differential) I decided to take the transmission next door to *** Transmissions who told me they work with extended warranty companies and they planned to rebuild the transmission anywayThey also told me it would cost about $less if they did it. This can be verified because the extended warranty company sent an inspector to surprise inspect the disassembly of the transmission at the dealership the day after I had taken it to ***. He was upset that it was no longer at the dealership because he did not get paid for his trip due to the vehicle not being there!The Gear Ratio Error messages that appeared after the rear differential was rebuilt, I was told, could be caused mainly by one of two components. It was caused by either the rear differential or the transmission. Since my rear differential was just rebuilt, the reasonable diagnosis was that it was a transmission problem. *** Transmissions asked me what the dealership did to the rear differential after the transmission rebuild and the same Gear Ratio error codes remained. I gave them the information from my service receipt. The next day they informed me that the dealership installed the wrong gears and told me to take it back to them to have it corrected! There was nothing wrong with the transmission when it was rebuilt and it was only rebuilt because of the diagnosis given to me by O'Brien's Service Department. I not only want them to pay for the rebuild cost of the transmission, I want them to help cover my out-of-pocket expenses for the use of a loaner vehicle while waiting for the wrong differential gears to arrive and the delay in getting my Jeep back because the transmission had to be rebuilt (unnecessarily) and then O'Brien’s Service Department having to redo the rear differential correctly!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. My funds were eventually returned to meI dont feel any consumer should have to spend their time to deal with an issue as this one with Best BuyThen to have a store manager tell you the corporate office doesnt want to get involved and its Christmas time and Best Buy left me short + dollars and didnt careI had to take this route which is sadI hope that Best Buy looks at their practices and procedures for future errors they may make and fix them so no one has to go without on holidays or tell their landlord they are late on rent because Best Buy didnt return money they were not authorized to take

Initial Business Response /* (1000, 5, 2015/12/23) */
Dear Revdex.com,
Thank you for bringing this to our attentionOur records indicate that the customers phone protection plan was cancelled on 09/13/which was the last time Best Buy collected any paymentWe do not have any indications that we
collected anything after this dateThis amount may have showed up on the customer's Best Buy credit card account on the October bill which coincides with the dates provided by the customer
As a customer satisfaction gesture, Best Buy has sent a $check to Ms*** which she would receive from to business days
As for the Best Buy card status and balance, the customer will need to contact Citibank card services at ***
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Best Buy / Geek Squad erroneously charged my account after I closed my subscription to Geek SquadBest Buy's billing is through Citi Bank, who then turned me over to collectionsCiti Bank has told me they cannot remove/reverse any charges UNLESS they are notified by Best BuyBest Buy needs to contact Citi Bank on my behalf and notify the bank of the errorMy credit has been affected due to this errorTrans union is now showing a missed payment on my credit report from Best BuyI insist on some documentation from Citi Bank and Best Buy to the credit bureau to show error and to have this negative report removed from my credit report
Final Business Response /* (4000, 9, 2015/12/29) */
Dear Revdex.com,
Best Buy feels that we have fully addressed Ms***'s concerns that were forwarded to your office in our previous response and we maintain our position
The customer will need to contact Citibank card services to address her account details
Thank you,

Dear Revdex.com, Thank you for bringing Mr***'s concerns to our attentionWe apologize for any inconvenience or frustration this may have caused to the customer. We are currently following up with our claims department and distribution center regarding the product that was exchangedWe
will follow up with the customer directly. Sincerely,Kelsey F.Executive Resolution Specialist Best Buy

I am rejecting this response because:I was not aware of the $restocking fee OR I WOULD HAVE NEVER ORDERED FROM THEMI WANT MY REFUNDI will be for sure posting there horrible service on Google or what ever site I can post

Dear Revdex.com,After investigating the matter it was was found that the refund had been processed and the Check was sent to a wrong address.After finding the error Store #*** requested that the check be reissued with the correct mailing address. A check# *** in the correct amount was mailed on
5/16/to: *** ***, ** *** *** Newark, NJ 07106. I have called the Customer and left a voice message with my contact information. We sincerely apologize for the delay and any miscommunication.Thank you,Larry S

Initial Business Response /* (1000, 14, 2015/11/17) */
Dear Mr***,
Thank you for contacting Best Buy through the office of the Revdex.com about the damage caused by the leaking dishwasherI am Larry S with the Executive Resolution Team at Best Buy Corporate HeadquartersWe wish
to
thank you for allowing us to resolve this issue with youWe apologize for the time it has taken to get this resolvedIt is understood that you have agreed to the amount of $as full compensation for the damages incurredA check for that amount has been sent to you at the address providedAgain we apologize for the inconvenience and frustration this has caused youBest Buy considers this matter closed
Thank you
Larry S
Executive Resolution Specialist

Dear Revdex.com, Thank you for bringing Mr***‘s concerns to our attention. We apologize for any frustration or inconveniences this may have caused the customer We have spoken to Mr*** directly and have offered an exception solution. We are just awaiting him to think it
over and contact us back. He has my direct contact information should he choose to do so Sincerely, Scott M

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find
that this resolution is satisfactory to meBest Buy's representative, Nick ***, called me today to let me know that I was reimbursed $plus taxHe apologized for the problems that I experiencedAlso, the Fire HS tablet was delivered directly to my homeThis was appreciated as I was originally supposed to pick it up at the Spring Meadows Best Buy.I want to send a huge THANK YOU to the Revdex.com for your help in resolving this matterIt is wonderful that consumers can count on your assistance when problems arise between businesses and consumers.Respectfully yours,*** A***