HH Gregg Appliances, Inc.

Review: On 9 Mar '14 I purchased appliances. Delivery was $80.00, with a rebate for $80.00 cash card or $100.00 card for store credit. I filled out/dent in the correct paperwork within three weeks.

By 22 May '14 I had not yet received my rebate, which they said should have been issued in 4 - 6 weeks. I was shopping around for a new TV set, and thought maybe I could get an in-store credit in lieu of the rebate. I went to the HHGregg store in Newport News Virginia where I had bought the appliances. I talked to the store manager who called the rebate center. He was told that the rebate had been issued on 11 April. I never received a rebate from HHGregg. I asked the store manager about cancelling the rebate and giving me store credit, which I would apply to a purchase that day. He said he didn't know if he could do that. I gave him my phone number and told him I was going over to Best Buy to compare pricing and please give me a call when he found out if he could arrange the credit and cancel the rebate. He called a little later and said he could not. I was told that the rebate was being reissued.

On 7 June I still had not received the rebate. I called the rebate center myself and explained the situation to them. I was told by a customer service agent named [redacted] that the rebate was cancelled and that a store credit had been issued. I asked to speak to a supervisor and spoke with a gentleman named [redacted], employee number [redacted]. I went through the scenario again and he told me the same, a store credit had been issued. I told him I was told differently by the store manager. He said he would cancel the store credit and reissue the Visa card for the rebate.

I then called HHGregg customer service, (7 Jun) to lodge a complaint on the whole rebate process. I was told by the customer service agent that she could not see where a store credit had been issued. I told them I suspected a scam going on, making the process so difficult that a customer would just give up.

I have been told so many different stories here that I feel inclined to make this complaint, my very first as a consumer. I think the company is running a scam on the rebate, with the intent to only give them after numerous complaints. I understand that $100 is small in comparison to the other complaints you may receive. However, this is a pretty big company, and if they did this to a lot of customers it would eventually lead to a large dollar amount.Desired Settlement: I want my $100 store credit VISA card as promised. On 7 Jun the rebate center supervisor named above said he would reissue the card, and I should receive it in 2 - 3 weeks. I would also like the Revdex.com to look into HHGregg's rebate operation to see if this is happening to any other customers, and enforce HHGregg to honor their rebate policy to all of their customers.

Business

Response:

I have received your letter regarding Mr. [redacted]s concerns about his rebate.

I apologize for any inconvenience Mr. [redacted] experienced. In the interest of good customer relations, we processed a refund of the delivery charge to reimburse him for the rebate. He should receive it in the next 30 days.

We appreciate having the opportunity to answer Ms. [redacted]'s complaint.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I spoke with customer service close to a month ago, they promised me the same thing, that they would process another rebate and I should receive it in two to three weeks. I still have not received it as of yet, including today's mail.

This leads to further my suspicions that this whole thing is a scam to make customers give up on their due refund, and another reason why I should never shop at this chain or encourage others to do so.

Send me my rebate for $100.00 store credit immediately. Three months is way too long for this to be going on. I am debating as whether or not to contact my local news station, WAVY 10 in Hampton Roads. Their "10 on your Side" segment really likes stories like this.

Business

Response:

I have received your follow-up letter regarding [redacted] concerns about his rebate.

We regret his continued disappointment. Our corporate office processed a refund of the delivery charge to reimburse him for the rebate. We also authorized a $100 gift card. He should receive it in the next 30 days if he has not received it already.

We appreciate having the opportunity to answer Ms. [redacted]s complaint.

Sincerely,

Review: Ordered a tablet PC fom HHGregg on May 9, 2014 for $275.51. Order [redacted]. The tablet was received as if it were a store return. It had a loose bezel on the rght side and a smear on the screen. I called customer service so I could return it. I was told UPS would pick it up. I am not home during the day so I asked if I could leave it by the door as was told I could not. I asked for a label to be sent to me so I could drop ot off at UPS. The ep sad they could not send a label. At that point I shipped it ot myself via UPS track number [redacted]. The tablet was received by HHGregg on May 14, 2014. That was 25 days ago.

I spoke with a rep. on May 31st who sad she pt all the info in bt couldn't do anything il Monday. When called Monday that previous rep. did nothing. The rep. I spoke to on Monday was rde and nasty and stated I will be getting a response by Wednesday June 4th. I never got a response. now, t s almost 4 weeks since they received the return and nothing. No refund, no response. I just want a refund and to never do business with this company again.Desired Settlement: refund

Business

Response:

I have received your letter regarding [redacted] experienced with the return of the tablet.

I apologize for any inconvenience Mr. [redacted] experienced. Our records indicate that a refund was processed. If he has any questions, our Call Center can be reached at (800) 284-7344.

Review: NOTE: I am filing this complaint based on a notarized Power of Attorney, which was granted by [redacted] to me on 12/3/14, so I could handle this claim for her. Ms [redacted] purchased the products and she resides at [redacted] in Philadelphia, PA 19116. On 1/18/14 under Invoice #[redacted], Ms. [redacted] purchased among other items, a Whirlpool refrigerator ($1,259.99) and Whirlpool dishwasher ($359.99) from your Philadelphia store. Delivery occurred on 2/14/14. However, prior to delivery, Ms [redacted] was told that the original refrigerator she bought was lost and she was shown another refrigerator on the floor (serial # [redacted]) that was substituted and represented as a new model, when in fact, the refrigerator (serial #[redacted]) was a 2012 model (made on 8/9/12), and per Whirlpool, its warranty had expired in July 2014, which was less than one half year after purchase! The lost refrigerator and switch to a 2 year old model purportedly is a form of bait and switch and it is likely that the 2 year old refrigerator had been previously sold and returned to h.h. gregg, based on the problems indicated below. On 6/20/14, 9/2/14, 12/1/14 and several other previous times for which repair slips were inadvertently lost, repairs were attempted on the refrigerator for the same issues - no ice or thin ice cubes, moisture inside which drips onto the floor, ice build up and ice that forms inside plastic storage bags in the freezer. As the repeated service calls show, the problems with the refrigerator were not resolved and food had to be thrown out due to freezer burn several times. The 2 year old refrigerator is clearly defective. As to the dishwasher, (serial # [redacted]), on 8/29/14 and 11/19/14 repair slips indicate complaints of water remaining in the bottom of the door after the entire cycle had been run and all dishes had to be hand dried. This heating/drying failure continues and represents a defective dishwasher. ,Desired Settlement: Ms. [redacted] seeks replacement of both the refrigerator and dishwasher with current year models. In the alternative, Ms. [redacted] seeks a cash refund in the amount of $1,662.11. The total sought of $1,662.11 was determined as follows: cost of refrigerator and dishwasher ($1,259.99 + 359.99 = $1,619.98 minus $80.99 for 5% discount =$1,538.99 plus $123.12, which is for 8% tax.

Business

Response:

December 31, 2014[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted])Dear Ms. [redacted]:I have received your letter regarding [redacted] concerns about [redacted] appliances.I apologize for any inconvenience Ms. [redacted] experienced. We regret that given the length of time that has passed since the delivery in February of 2014, we are unable to authorize a refund. As indicated on the back of our invoices, the return period is 30 days from the date of purchase.Most appliances come with a one-year parts and labor manufacturer’s warranty. It is our understanding that a service provider determined that the dishwasher and the refrigerator were functioning properly. We were unable to verify that the refrigerator was previously registered with the manufacturer under another customer’s name.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted] The dishwasher and refrigerator are not working properly. HH Gregg sold a refrigerator as a new model, which was made about 18 months before sale/delivery. Refrigerator should be replaced with new model due to deceptive sales practice or cost refunded.

Business

Response:

January 22, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (#[redacted])Dear Ms. [redacted]:I have received your follow-up letter regarding Joel Jenkins’ concerns about [redacted] appliances.We regret their continued disappointment. However we are unable to authorize a replacement.It is our understanding that if a factory-authorized technician determines that the refrigerator is not repairable due to a manufacturer defect during the warranty period, the manufacturer may evaluate the service history for a possible exchange. We recommend that they proceed with the service process.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]

Review: I purchased a whirlpool washer from HHGreg in February. Right from the start there were issues with the delivery. They forgot the hoses I had purchased, got stuck in my lane for over 3 hours, blocking traffic, and did not balance the machine which caused my fuse to trip every time I used it. Once I fixed the problem it worked wonderfully. On May 23 I did a load and found it to be usually wet. On May 25 I found it was over filling and causing it to leak out the bottom. It also was not cycling, got stuck in wash mode and was flashing error codes. I called the store, was connected to the repair line and I was told the earliest someone could get there was may 30. On May 29 the repair man came, told me he had seen the problem before and had already been authorized to order the parts needed but had not done so as of yet. He left after only 5 minutes and no work was done, my washer was still not fixed. I finally got a call from an automated system on June 3 giving me a repair window on June 4 between 1 and 4. I work and was unable to be home at that time. I called on June 4 and was told the next available time was on June 11. This was unacceptable to me, to have to wait another week with no washer. I asked to speak to a supervisor but never actually did. I was instead given a date of June 6. I was not happy but that's all I could do. June 6, the repair man came, replaced a few things and told me everything was fixed. That be had run a cycle and it was all good. I did not sign anything but was I given a receipt for anything. The next day, June 7 I did a load and it completely malfunctioned, locking the clothes inside and overflowing. I went to the store and gave my complaint. They told me a had to wait until Monday, June 9 to hear from the corporate office. The corporate office was to contact me on Monday. I called the store twice where they assured me they would be calling. The last phone call I was at 5 pm and I was told someone from the office would call me within the hour. I am still waiting,I still have a broken washer, 19 days later.Desired Settlement: I want a new washer and I want a new warranty starting with the delivery of the new washer. I also need the replacement as they say, yesterday.

Business

Response:

I have received your letter regarding [redacted] concerns about her washer.

I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that the washer was exchanged. If she has any questions, our Call Center can be reached at (800) 284-7344.

We appreciate having the opportunity to answer Ms. [redacted]'s complaint.

Sincerely,

Review: Purchased a sectional sofa that was in the sales flier, using my Hhgregg card as well as my debit card. After the store not being able to order me a new one but sell me the floor model and then not being able to get it delivered at a time that we would be at home. I called and talked to the store manager "[redacted]" who said he would take care of it and refund the amount back to me. So after not seeing the funds refunded to my checking account I checked the Hhgregg account which also said it still had the full balance on it. I called the store again. "[redacted]" said he would check into it an call me back or have someone else call me back. Five minutes later a young lady called me back. To let me know that it had been refunded but I would be getting a check in the mail in 5-7 weeks. I asked her why it couldn't be refunded the way it was purchased her reply was "She didn't know". I asked to her to ask someone who would know then. Her second reply was "I wouldn't know who to ask" . So at this point I decided I would call 800 customer cr. Where I spoke with another young lady. Who let me know the sale had been refunded but it can take 5-7 days to show up in my checking account. That's ok as long as it does. But the other part of the bill that I had used my Hhgregg bill card to pay with can take up to 60 days to show up refunded. So I asked her if I was going to get a bill in the mail from them? She said that I would and if I didn't pay it I would also be charged a late fee and whatever other fees that would come along with it. But I would get that money refunded to me once the account finally processed. So not only did I not get the product that I wanted I also get a bill in the mail for product that never made it into my house and that I only saw at the store itself. To me its a terrible way to treat a customer and shows very little value to me to customer.Desired Settlement: I want my card refunded before I get a bill in the mail and have to make a payment plus interest for product that I don't even have. If it can be charged that quick it can be refunded that quick.

Business

Response:

December 31, 2014[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted]) Dear Ms. [redacted]:I have received your letter regarding [redacted] concerns about her order.I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that a refund was processed. If she has any questions, our Call Center can be reached at (800) 284-7344.We appreciate having the opportunity to answer the complaint.Sincerely,[redacted]Director, Service Operations [redacted]

Review: Purchases dishwasher from H.H. gregg. They gave us

[redacted] number to fix it. They installed new motor and later a control panel did not test run either.

Replaced motor in dishwasher under warranty but did not test run the motor and left. Called AtoZ to complain about not working and employee told us he knew what was wrong and would come out personally and fix dishwasher. Took two weeks to order control panel. Man who said he knew what was wrong did not show up, instead 2 guys installed control panel. They did not test dishwasher to see if it would run but left. My parents are both 92 and not in good health. We feel [redacted] took advantage of their age when they did not see if their work was done right by test running dishwasher. We want a new dishwasher.

Sincerely,

[redacted]Desired Settlement: Install a new disheasher.

Business

Response:

I have received your letter regarding [redacted] concerns about the dishwasher.

I apologize for any inconvenience Ms. [redacted] experienced. We regret that given the length of time that has passed since the purchase date, we are unable to authorize an exchange. As indicated on the back of our purchase invoices, the return period is 30 days from the date of purchase.

Most appliances come with a one-year parts and labor manufacturer's warranty that covers the repair of manufacturer defects. If Ms. [redacted] believes that the dishwasher is not functioning properly, we recommend that she schedule another service call. She may have the option to request that an alternate service provider evaluate any issues she is experiencing.

We appreciate having the opportunity to answer Ms. [redacted]'s complaint.

Sincerely,

I purchased an extended warranty through HH Gregg for a GE range which only covered the heating element. After 2 yrs, 2 months, the heating element failed. I was told by the HH Gregg extended warranty company that the part was covered but had to be approved by them. They scheduled the technician (whom they chose) for a service call. The technician confirmed the heating element needing replacing. When I called the HH Gregg extended warranty company, they said the part was covered by GE warranty and they would not cover it. I called the number to GE (given to me by HH Gregg) - and was told the range that I owned had only a one year warranty and they would not cover it. I called back to HH Gregg warranty and was told I would need to have GE fax over proof that the part was not covered. I called GE and asked that they fax over a statement that the part was not covered. I will now need to follow up with HH Gregg warranty service again to see if they will now cover the part. They had said it would take a few days for it to show in their system. The consumer should not have to carry the burden to verify warranty coverage between the appliance manufacturer and HH Gregg warranty.

Review: On 11/16/14 I placed an order for 3 Durablend electronic Recliners via the HH Gregg website to be delivered to the Heath, Ohio store. On 11/19/14 I received an email stating that my 3 recliners were available for pickup and I had 14 days to pick them, up. On 11/26/14 I called the store and was informed that yes, my 3 recliners were there. I informed them I would be there on 12/1/14 to pick them up (day 12) and was told that's fine. On 12/1/14 my husband and I drove the 45 minutes to the Heath, Ohio store to pick them up. We were told that they only had 2 chairs. I had already paid for 3 chairs and had been told they were THERE!! The manager "[redacted]" told me "Oh the other one must have gotten sold or been opened to put on display" WHAT??? I PAID for 3!! She then told us she can't get any more of them because they are discontinued and refunded my money for 1. I NEED 3 of them as I have 3 kids!! I trusted HH Gregg with their Christmas gifts and now I am missing 1!! I called customer service who just say "We apologize" I don't want your apologies! I WANT MY 3rd CHAIR!! NEW!! Not a floor model unless HEAVILY discounted! I feel ripped off!! HH Gregg enter into a contract with me to sell me 3 chairs, took my money, stated they were in, then said "Sorry"!!!Desired Settlement: I would like the 3rd chair (new in box) delivered to my house!!

Business

Response:

We have received your letter regarding[redacted] concerns about her order.

I apologize for any inconvenience Ms. [redacted] experienced. However, we are unable to honor her request. Our records indicate that the chair was disontinued. A refund for the chair was processed.

We appreciate having the opportunity to respond to Ms. [redacted]s complaint.

Sincerely,

Review: I bought a GE side by side refrigerator from HH Gregg with an additional service protection agreement for 5 years. I was told by the salesman that everything was covered including my food should there be any food loss due to damage or defect to the refrigerator. In 2011 I noticed a crack in my liner of my refrigerator. I called the HH Gregg warranty center and reported it. They dispatched a service request to GE service relations to come out and look at and repair it if possible. GE came out to my house and said the liner could not be replaced and said they could caulk it to seal it. Since that time I have noticed the walls of the fridge are starting to buckle and the shelves inside will not stay in place, but rather fall when you put anything on them. The doors do not stay shut. The smallest rattle or bump and they pop open. About two weeks ago I called again to HH Gregg and asked for them to send someone out to look at it and repair it if possible. The service tech came out took pictures and said he would submit it for claim. That is was not fixable and was definitely damaged. I had not heard anything back by Friday so I called back to the HH Gregg. They said they had a not in the system that the refrigerator was fixed. I explained what happen and what was said they said they would dispatch another company for a 2nd opinion. On Tuesday November 19, 2013 a service tech from Elite appliance came out to my home and did not even look at the refrigerator. He asked my husband what was going on he explained the issue the service tech said the liner is not covered under the extended service warranty and there was nothing else that could be done. I then called HH Gregg back and asked them if the liner was not covered why then not once but three times did they send someone to repair it and then on the first visit the repair tech even caulked it as a form of repair to the liner. They said they did not know and that they were not responsible for the liner being caulked GE relations services was and to take it up with them. I tried to explain to them that they were the ones that covered my extended service plan not GE. They were the ones that sent GE out to repair it. They said it was not there problem. I then called GE who said they would be willing to send someone out to look at it but HH Gregg would have to dispatch it or else I would have to pay for it. They then proceeded to tell me that even if they came out it would not guarantee me that my refrigerator would be fixed or replaced either.Desired Settlement: I would like my refrigerator replaced with a new extended service plan for the next 5 years.

Business

Response:

I have received your letter regarding [redacted] concerns about the refrigerator.

I apologize for any inconvenience Ms. [redacted] experienced. However, we are unable to honor her request. As indicated in the Terms and Conditions for the service plan, issues caused by physical damage are not covered. If she has any questions regarding the coverage, the plan administrator can be reached at (866) 856-0212.

We can offer to sell Ms. [redacted] a new refrigerator at cost, which is a discounted price. If she would like to take advantage of this offer, we request that she take this letter to the store management and make the purchase in the next 30 days.

We appreciate having the opportunity to answer the complaint.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not feel that is a good enough answer to the problem. If such a claim is not covered then why did you send someone out my house the try and fix it and then he used silicone caulk to try and fix it. It was your companies decision to do such acts. Thereby placing any further damage acquired on them.

Regards,

Business

Response:

I have received your follow-up letter regarding [redacted] concerns about her refrigerator.

We regret her continued disappointment. However, we are unable to override the terms of the service plan.

We appreciate having the opportunity to answer Ms. [redacted]s complaint.

Sincerely,

Review: brought a range on line ne595r0as ww which shows a picture on their web as a fully white range white glass door window and white glass cook top, the store they delivered was with a black glass door and black glass cook top nothing like the picture , even thru product code the same? w.w at the end of codes should stand for white on white. after calling the online customer service said to call the store, then called the store no manager call back got manager and he could not do anything? if I want the stove picked up I could pay to have it pick up or I could take it back to the store. and have no stove because can't get old one back.so its my lose that they have a false and misleading picture on line with a bad product code that goes to a different looking range. no I sorry or we'll get the picture down aspa or have a couple of bucks for us have a fraud picture of a product upDesired Settlement: find a white on white range of same or better level and replace free of charge

Business

Response:

We have received your letter regarding [redacted] concerns about the range.

I apologize for any inconvenience Mr. [redacted] experienced. I have shared his comments about the website image with the appropriate personnel.

It is my understanding that he had the option to decline delivery of the product at the time of delivery. We also offer a 30-day return period. If Mr. [redacted] returns the range, we can offer to reimburse him for the pickup charge. For reimbursement, we request that he send the receipt to the following address.

Corporate Office, h.h. gregg

Attn. Communications Department 4151 E. 96th Street

Indianapolis, IN 46240

We appreciate having the opportunity to answer Mr. [redacted]' complaint.

Sincerely,

Review: Purchased a refrigerator 22 months ago and a 5 year service protection plan. Refrigerator was $2000. Started noticing a loud noise coming from the refrigerator and a large block of ice in the refrigerator compartment against the back wall under the ice maker. Called the number on the HH GREGG receipt and pressed the option for filing a warranty claim. Got connected to a young lady that asked what the issue was, so when I explained the loud knocking noise and the block of of ice in the refrigerator, she proceeded to ask me a couple of general questions. (Was the fridge at the address on the receipt? Has the unit been used according to manufacturers specifications? Was it working when delivered?) My answers were Yes. How does the manufacturer specify that I use a refrigerator other than its intended use, and it was delivered 22 months ago do you really think I kept it that long and it wasn't working. After that she stated that they denied the claim because they wouldn't come out for a noise. Called back, spoke to someone else and they setup dispatch. They never called. A day later the fridge is not freezing or cooling and I am now being told that they cannot get anyone out for 8 days. Lost all my food and still no one to look at refrigerator. Here is the list of names of people that I dealt with during this ordeal [redacted] ID- [redacted], [redacted], [redacted], and [redacted].Desired Settlement: I would just like a refrigerator that works, or at lest honor the $250 protection plan that I purchased and dispatch someone to repair.

Business

Response:

November 13, 2014

Review: I purchased a TV on 8-22-14 total price 4297.99, free per HHG/Samsung sound bar total 249.99 and extended warranty of 799.99 with the credit of the sound bar of 249.99 which is what my sale invoice shows. Every wk I've watched the TV for price check since HHGregg gives low price guarantee after 90 day purchase. Last night I called HHGregg and the TV is discounted by 500.00 with purchase price 3797.99. They said they would price match and credit my acct. so I went in to have the credit applied last night. When they pulled up my inv on their computer they showed a different purchase price for my TV showing at 4058.61. They said they could only give me the diff of the 4058.61 to the current price of 3797.99 which only came to 260.62 / tax total reimbursement of 276.26, not 500.00. I question why they show I pd 4058.61 not the full TV purchase price of 4297.99 (which is what I pd for it). They said nothing is free so during the transaction and during the computer keying on their part they must have subtracted the sound bar from the TV purchase price. This is not only unfair to me the consumer but also fraud on their part for the advertising, changing "my" purchase price, lying and not giving me the full credit of the "price match". I pd full price and I should get the price match on my purchase amount. This is fraud on the sound bar being free per Samsung, fraud in changing my price "on their end" fraud advertising regarding the sound bar and fraud on the price match advertising aspect. To be frank I'm just appalled that they changed a purchase price, how can this happen how can they legally do this?Desired Settlement: Desired Settlement is several suggestions above but the main one for me that I selected is I want the remaining money owed to me for the price match difference. I should have been credited the full 500.00 / tax difference. They also can not advertise price match on purchase price and not comply let alone have a different purchase price for an item in their computer verse what my receipt shows THAT IS FRUAD written all over it. Personally I would love to move forward with this in a law suite because I can tell you I'm not the only consumer they have done this to. You can't change something and make it look like we pd less for an item then what we actually did, period!!! This was the most expensive TV in their store, the most high tech TV in their store and I expect to be treated with respect and honor their policy.

Business

Response:

November 7, 2014

Review: Their extended warranty is just on paper They make people pay for extended warranty but when you call them they promise to send someone but in fact they don't even take care of your problem. You have to call them back and it's just like this is the first time you're calling them. They're unable to help you within a reasonnable timeframeDesired Settlement: We paid $199 for extended warranty but it seems as a rip-off

Business

Response:

March 6, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted])Dear Ms. [redacted]I have received your letter regarding[redacted] concerns about her service plan. I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that the service plans she purchased with her washer and dryer are administered through Warrantech. I have shared her comments with them. If she needs assistance with scheduling service, Warrantech can be reached at (877) 456-9643.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We purchased a fridge and delivery from hhgregg back in august. The delivery drivers removed our front door without approval and broke the door in the process. We have contacted hhgregg several times and have no response.! Including sending an email with pictures. Poor customer service and we will never purchase from hhgregg againDesired Settlement: Fix our door

Business

Response:

October 30, 2014

Review: Couple of weeks ago my wife and I bought a refrigerator (along with three more kitchen appliances) in H.H.GREGG store in Monroeville, Pittsburgh. For Thanksgiving we were out of house for couple of days. When we returned home on Sunday, 11/30/2014 we were surprised: the kitchen was flooded, and water leak was coming from the new fridge. I had to shut off the main water valve. On Monday morning I went to the store. It was about 9:15am and the store was open. One of the employees took me to the manager. I had to explain to him why Im there and why I need help. I also said that it looks to me that the leak is coming from the water filter in the fridge, but Im not sure about that. He didnt seem affected to much with my story. He asked me: Can you go home and try to take the filter off?. I said: No, sir. I dont know anything about that. What I know is that I have a brand new fridge that is not working properly, and on top of that I have no water in the whole house. And I need you to help me out!. He didnt say anything, and he started to type something up on the computer. After several minutes he finished typing and he said: Everything is set. I asked: What does that mean? Our technician will give you a call this afternoon, or tomorrow and he will come to see whats wrong he replied. Then I said: This afternoon is OK, but tomorrow is not Im telling you I dont have water in the whole house. Can you please make sure that technician come today. He said: If you dont want to do something by yourself than you have to wait. And then I said: OK! I will wait until Wednesday morning, and if no one comes to help me out I will bring all four appliances to the front of the store, and I will want my money back. Do not threaten me he said. This is not a threat; Im just saying what Im going to do if you dont help me out. He replied: You can bring them back right now if you want. At that moment I finally realized that its not my lucky day. Ive asked him for his name and the position, and he gave me his business card. His name is [redacted] and, to my big surprise, he is a General Manager of the store. And I told him: You are a general manger, and you didnt say even Sorry for whats happened to you. We will do our best to help you out. Unbelievable! I left the store, and then I came back to ask him for regional managers name and phone number. He told me that the corporate phone number is on the back of the receipt. On my way out, I heard him saying; Good luck. I wanted to come back to ask him do I really need good luck to get my fridge fixed? But I just said thank you, and left the store. Today, Thursday, 12/04/2014, I understand why he said Good luck. No technician called or showed up to check whats wrong with the fridge or to fix it.Desired Settlement: Someone from HHGregg corporation to say: "we are sorry for what's happened".

Business

Response:

December 19, 2014[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (#[redacted]) Dear Ms. [redacted]I have received your letter regarding[redacted] claim of damage.I apologize for any frustration [redacted] experienced. We forwarded the claim to the appropriate personnel. It is our understanding that a representative should contact him within the next 5-10 business days.We appreciate having the opportunity to answer the complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 10/3/2014 I ordered a $421.19 lap top for in store pick up from Hh gregg. On 10/4/2014 when I attempted to pick it up they told me there was a problem with the order and they could not release the material. I called and they said they just wanted to make sure I had placed the order. When I went back to pick it up "in stock" meant they had a used one which I said no to. They were to order one and call me, which they never did, after two weeks I tried the customer service lines and they said they had them in stock but could not transfer it in, I got no where. We finally got to their corporate office which promised delivery to our home in 2-3 days, it has been 2 weeks and no computer has been delivered.Desired Settlement: I want my money since they never delivered what I ordered.

Business

Response:

November 13, 2014

Review: I had bought an iPad mini from them in febuary, then took it back for a refund of $300.99 because I decided it wasn't for me. They said they would mail a check out. Well they bid and I received it. However it got confused for junk mail by a family member and was thrown away. I then called them on March 9th, explained the situation and the lady said they would have another check mailed out and I would receive it in 10 days. I returned to the store on March 29th at around noon and spoke to a manager who stated that he would call on Tuesday to the corporate office to see what the hold up was and I suggested that I would call him back on Tuesday the 31st. I called and the person who answered said he was gone for the day. So I call back on April 1st and talked with a lady who was the same person I talked with on March 9th and she stated she didn't know what was going on and that she would investigate it and call me back. I never received a call back so I emailed the corporate head quarters through their website and have not heard a response. How much longer must I wait for my money? Sure they took it as fast as they coulld but now its taking longer than 30 days? I want my money please!,,Desired Settlement: I want my duely entitled refund of $300.99 I no longer have the product!

Business

Response:

I have received your letter regarding Michael Richmond's concerns about his refund.

I apologize for any inconvenience Mr. Richmond experienced. Our Accounting Department canceled the first refund check and sent a replacement to the address listed on his invoice. If he has any questions, our Call Center can be reached at (800) 284-7344.

Review: Kitchen Aid Refrigerator that does not work.in June of 2013 I purchased Kitchen Aid appliances ( stove, microwave, dishwasher and a refrigerator). from HHGREGG in Sunrise, FL using my American Express Card as payment. The appliances were all delivered in July of 2013. They all worked well except for the refrigerator. The model number for the 26CU FT Stainless Steel refrigerator is [redacted]. Every 2-3 months the refrigerator would prompt me that I need to replace the filter. Whenever I went to HHGREG to buy the new filters the sales person would tell me that it is not normal for the filter to be replaced that frequently, especially as I advised them the infrequency of the use of the water dispenser. This was the first sign that something was wrong with the refrigerator. Then in July 2014 the ice maker stopped making ice. The refrigerator was by a few days still under the 1 year manufacture warranty; therefore I called Whirlpool, the manufacturer to advise them of the defect. They sent [redacted] appliances out to fix the problem. Well after 7 service visits from [redacted] Appliances and 4 parts replaced in the freezer the refrigerator was still not making ice. I made numerous phone calls , practically everyday for about 3 months I called Whirlpool customer service department complaining that the ice maker was still not making ice. They then decided to send out another appliance company to look at the problem [redacted] Appliances. That company made 2 service calls and then advised Whirpool that they were not able to fix the ice maker and I would need a new refrigerator. I had the old parts that the prior Appliance company, [redacted] Appliance had taken out and replaced and I showed the technician from [redacted] Appliances, and he advised that if they replaced all these various parts there is nothing more that he can do. This was in September of 2014 when [redacted] Appliances repairman advised Whirlpool customer service of this. Whirpool still refused to replace the refrigerator insisting that the manufacturers warranty at this point had expired. However, the problem started in July before the manufacturer's warranty expired. I requested to speak with a supervisor at Whirlpool customer service., and was always told one would calm back but nobody ever did. Finally October 31st, 2014 I received a call from an employee at Whirpool , the first time since the ordeal began in July that anyone from Whirlpool pool was contacting me. The person who called me advised that her name was [redacted], and she was calling from Whirlpool's review board. Based on the information on the report received from the Appliance repair companies that came out in July, August and September, Whirlpool was authorizing that I receive a new refrigerator. She gave me a order number([redacted]) to take to the HHGREGG Store to have them order a new refrigerator. Same model etc. I took the information to the same HHGREGG that I purchased the refrigerator and spoke with the store manager at the time [redacted], who is no longer with HHGregg. He and and one of the sales rep [redacted] worked on locating a new refrigerator for me and advised me that a new one would be delivered on 11/24. The reason for the almost 3 weeks delivery I was told was because this was now considered a special order. Well needless to say Nov 24th came and there wasn't a delivery. I called [redacted] to advise him. He claimed the refrigerator was scheduled to be shipped 11/17 and delivered 11/24 and does not understand why it was not. I then asked to speak with [redacted] the Manager who I dealt with before and was advised he was no longer with HHGREGG. tHE NEW manager I spoke with was [redacted]. After numerous phone calls going to the HHGREGG store I finally received a "new" refrigerator on Friday, January 9th, 2015. Well in late February 2015 the ice maker stopped making ice again. This time is worse the temperature not working. All my food spoiled in theDesired Settlement: DesiredSettlementID: Other (requires explanation) I purchased a 5 year extended warranty when I bough the refrigerator and I called HHGREGG warranty company. They sent Masco Appliances out. The repair person was here on March 18th. He advised that all the freon has leaked out and he had to order parts; however, he is not sure if this will correct the problem as he does not where the freeon leak is coming from. He stated that the refrigerator might be "condemnable." However, we won't know u

Business

Response:

April 17, 2015[redacted] Revdex.com, Inc.151 N. Delaware Street #2020Indianapolis, IN 46204RE: [redacted] (# [redacted])Dear Ms. [redacted]I have received your letter regarding [redacted] concerns about her refrigerator. I apologize for any inconvenience Ms. [redacted] experienced. Our representative contacted the manufacturer and was informed that the servicer received parts for the refrigerator. It is our understanding that Ms. [redacted] declined the repair. Most appliances come with a one-year parts and labor manufacturer’s warranty. It is our understanding that if a factory-authorized technician determines that the refrigerator is not repairable due to a manufacturer defect during the warranty period, the manufacturer may evaluate the service history for a possible exchange. We recommend that she proceed with the service process.We appreciate having the opportunity to answer Ms. [redacted]’s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Review: I had called hh greg warrenty tech for my washer to be fixed it has been over a month and its still not fixed it is under extended warrenty the repair guy they set me up with has never came out to look at the washer the only thing it needs is a new rubber belt on it and the repair guy was telling warrenty tech it needed a new door plus the belt it does not need a new door but their trying to say it was a manerfactior defect and I must pay for the door I should not be responsible for this when the washer is under warrenty I have 3 kids 2 adults in my home ive had to go the laundry mat for the past month because I cannot use my washer that should have already been fixed but hh greg keeps giving me the run aroundDesired Settlement: To have my washer repaired and covered by the warrenty I paid for .or refunded for the washer plus Refunded for having to go to laundry mat

Business

Response:

I have received your letter regarding [redacted] concerns about his washer.

I apologize for any inconvenience Mr. [redacted] experienced. We regret that we were unable to locate a record of the purchase with the information listed in his complaint. If his washer has not yet been repaired, we request that he provide a copy of the purchase invoice so that we can research his concerns further.

We appreciate having the opportunity to answer Mr. [redacted]' complaint.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

here is my invoice of the purchase I made on the washer I bought on 10/21/2010 with a 5 year warrenty. I also feel since it took this company two months to finally have the guy come out to fix it and now its broke again im waiting on repair guy to come back to put a belt on it and fix it when the belt comes in I feel I should be refunded for having to go to the laundry mat spending $20.00 a week for the past 7 weeks now .

Business

Response:

I have received your follow-up letter regarding [redacted] concerns about his washer.

I apologize for any inconvenience Mr. [redacted] experienced. Our representative contacted the service plan administrator and was informed that they have one repair on file from June of 2013 but no current service requests.

We recommend that Mr. [redacted] contact NEW at (866) 856-0212. It is our understanding that he may have the option to request than an alternate service provider evaluate the washer.

We appreciate having the opportunity to answer Mr. [redacted]' complaint.

Sincerely,

Review: Repair to my Samsung washer was not preformed . It has been a month and a half. No part or repairs. Machine is locked clothes inside and mold . Young child also lives in house. They want us the clean out mold after the replace part which has not arrived. This is a real health hazard in my home.Desired Settlement: To replace this washing machine

Business

Response:

Dear Ms. [redacted]:

I have received your letter regarding [redacted] concerns about his washer.

I apologize for any inconvenience Mr. [redacted] experienced. Our representative contacted the service plan administrator and was informed that they authorized a replacement washer. A representative should contact Mr. [redacted] to make arrangements.

We appreciate having the opportunity to answer Mr. [redacted]'s complaint.

Sincerely,