HH Gregg Appliances, Inc.

Review: When we bought a microwave oven from HHgregg, we also purchased extended warranty. Our microwave oven is still broken. We already contacted HHgregg multiple times and they could never tell us the estimate time they can repair or send us replacement. It's been WEEKS!!! When we contact their warranty dept number, it takes half hour until we get an actual person on the phone, this is very annoying too and very unprofessional of Hhgregg. If we have known that this is how this company handles extended warranty, we should have not purchased this or purchased anything with hhgregg. I already sent an email to the corporate e-mail and a person named [redacted] responded to me, stating that we should hear from HHgregg at the end of this week. I have trails of e-mails but that didnt help expedite the replacement for our item.Desired Settlement: We need someone to take care of this ASAP, or send us replacement as promised on the extended warranty. Please send us phone number that we can talk to an actual person and replace our microwave ASAP! Please do not prolong this, we deserve better service!

Business

Response:

December 26, 2014[redacted] Revdex.com, Inc.22 East Washington Street, Suite 200Indianapolis, Indiana 46204RE: [redacted] (#[redacted]) Dear Ms. [redacted]:I have received your recent letter regarding [redacted] concerns about her microwave.I apologize for any inconvenience Ms. [redacted] experienced. Our representative contacted the service plan administrator and was informed that they authorized a replacement. A representative should contact her within the next few business days if they have not done so already.We appreciate having the opportunity to respond to Ms. [redacted]’s complaint. Sincerely,[redacted]Director, Service Operations[redacted]

Absolutely do not buy anything from h.h. gregg and if you make a mistake and do,don't by any extended warranty. They do not HONOR them,but expect you to pay you're bill.......H.H. GREGG ARE PARASITES TO THE AMERICAN SHOPPER AND WORKERS

Review: My husband and I purchased two recliners and a five-year warranty fro hhgregg in October 2013. We both had recently been diagnosed with cancer and needed chairs that were larger and longer in length. The chairs were delivered and my husband was hospitalized for ten days six days after the chairs were delivered. Upon our return home we began having electrical and structural issues with the chairs (same issues in both chairs) and contacted the store who referred us to service where they sent out a service pack for the electrical issues (this was on 11/08/13). A week later the issues were still not resolved and we contacted customer service again who scheduled a service inspection for these chairs on 11/27/13. The chairs were unusable and sat in the corner of our living room. At the same time my husband had entered hospice care. The service personnel came out to our home inspected and took pictures of these chairs and said these were "junk" with the recommendation that they be returned and that we would hear from the store within two weeks. We did not hear from the store and contacted on 12/11 the store manager, [redacted] who assured us he would look into the matter and get back to us by Friday. We heard nothing from Mr. [redacted] but heard from the phone customer service line. We called back and spoke to [redacted] who was extremely rude and informed us he did not need to tell us who his supervisor was. We were able to be connected with [redacted] who informed us she directly reported to the CEO [redacted]. She said she would contact the store and get back to me that day with a status. She laughed at my daughter and placed her headset down. We have also emailed the online customer service department and were informed that they would give us an in-store credit for the chairs only. We have had these chairs sitting in my living room broken for almost two months. My husband has since passed away and the stress this has caused me and my family as we'll as my husband in his last weeks is upsetting. The $1700 is on our hhgregg credit card so a store credit seems a bit absurd especially given the unresponsiveness and the bad attitudes displayed by the company employees. We have also attempted to contact the hhgregg corporate headquarters with no success. This is a huge bait and switch with the goal being to sell a substandard product with the extended warranty and then to give you the runaround until you accept the in-store credit that you didn't want and/or need.Desired Settlement: A full refund of the price of the two chairs, extended warranty, delivery and sales tax.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. In the interest of good customer relations, we processed a refund in the amount of $1555.18. She should receive It as a credit to her card in the next 30 days.

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

Sincerely,

Review: We purchased a wash machine from this location on 11/6/14. We have had issues with the machine and have tried to exchange it. Twice I was told a pick up was arranged twice no pick up came. I called the store today and was put on hold for over 15 minutes before being disconnected. I then tried to call them four more times only to have the phone not be answered.Desired Settlement: Pick up machine refund money

Business

Response:

December 4, 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 the washer.I apologize for any inconvenience Mr. [redacted] experienced. Our records indicate that the washer was returned and a refund was processed. If he 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: Purchased a Haier refrigerator, Oct 2012 from HH Gregg. Purchased the 5 yr extended warranty. My refrigerator stopped working June 22, 2013. Contacted HH Gregg and Haier and no-one seems to be communicating. Finally on July 5, 2013 a service man came to look at my refrigerator. He stated and reported to Haier that the Sealed System was broke and unrepairable. Didn't hear anything from anyone and called Haier Mfg. on July 10, 2013. They told me their report shows that my case was closed and I refused to have my refrigerator repaired. I NEVER refused having my refrigerator repaired, the service man told them it was unrepairable. I got a phone call from another repairman on July 11th and he told me he had the parts to repair it. The 1st repairman said it was unrepairable. Haier denied me to have my 7 month old refrigerator replaced, even though I have a warranty with them and was told it was unrepairable. This has been a total nightmare from the time I reported it to HHGregg. If I knew this was going to happen to me, I would have kept notes from the beginning so ALL could read what I have been thru DAILY since reporting this!Desired Settlement: I feel that I deserve a new refrigerator. My frig is only 7 months old and now I have to have a repairman totally tear my refrigerator apart and rebuild it. I did purchase the extended warranty with HHGregg but they tell me that the 1st year is on the manufacturer. All but 1 salesman at HHGregg, it seems I am getting the run around. I just don't feel that I deserve to have a rebuilt refrigerator, I didn't buy a rebuilt one and would like to be made "whole". Thank you.

Business

Response:

Dear Ms. [redacted]:

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

I apologize for any inconvenience Ms. [redacted] experienced. We regret that we are unable to honor her request.

A representative from our corporate office contacted Ms. [redacted] and was informed that the refrigerator is functioning. In the interest of good customer relations, we authorized a $100 refund. If she has any questions, we request that she contact [redacted] at (800) 284-[redacted].

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

Sincerely,

Review: We had a house fire and our appliances were destroyed on May 17, 2014. The appliances were delivered on 3/23/2014 and we purchased warranties for them. The invoice number are [redacted] and [redacted]. I sent the Request to Cancel Warrantech Premium Service Plan on June 9th, 2014 and still have not received my prorated refunds. I have called customer service 3 times and was promised a call back twice and told to wait 90 days from the time I filed. It is now October and still have not received my refund. I also went to the store in Geneva, IL and they refused to help. The store manager was put off that I even was baothering him about this issue.

This is a great way to treat customers. Thanks for taking advantage of my family's tragedy in hopes to keep our money.Desired Settlement: Refund of the warranties plus interest and any taxes I paid.

Warranty amounts were $169, $199, and $249

Business

Response:

October 21, 2014

Review: I bought a $180 camera from my local HHgreeg store. THe sales associate sold me a 3 year warranty, which I paid for. A brochure was given to me with the plan. After 2 years and 9 months the camera broke. I returned to the store and was told the I would need to contact the warranty company, an additional copy of that HHgreg warranty brochure was given to me. The brochure states in numerous places "easy, in store returns" "Hassle free" "Free return shipping" . The sales associate told me beacause it was a small item, the warranty company would give me a voucher to return to the store and exchange my camera. I went home and called, after an hour on the phone, the rep tells me that I can mail the camera back in (at my expense ) and they will decide if I get a new camera or voucher. Meanwhile, my warranty is about to expire. I argued and referenced the warranty brochure and was told customers pay the shipping and there are no in store returns. I contacted HHgeegg via email and was told first that a manager would contact me, no one did. So I reached out again, this time I was told to call the warranty company! but that is who I am having the problem with. I was sold a warranty that was HASSLE FREE! but it is not. They are just wasting time until my warranty runs out and then they won't have to help me.Desired Settlement: All I want is to exchange the camera at the store for something similar.

Business

Response:

I have received your recent letter about [redacted] concerns about her camera.

I apologize for any inconvenience Ms. [redacted] experienced. Our representative contacted the service plan administrator and was informed that they authorized a store credit for the replacement.

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

Sincerely,

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: HH Gregg provides an extended warranty through a company --Warrantech. The sales staff at HH Gregg in Heath, OH, including the management ( on site manager) inform the consumer of items covered on the plan and provide a warranty flyer with the same information from Warrantech. Yet when a problem occurs with the appliance the information provided by the staff and in the flyer is not correct with the Warrantech company. The staff at HH Gregg Heath, OH including management will tell you they will call and help you but they could care less because the appliance is purchased and the warranty is paid for and if you want your warranty refunded it is pro-rated balance. Its a scam and FRAUD to be told one thing at the time of purchase and another when you need the warranty. HH Gregg in Heath, Oh is a joke and the employee's lie and tell you things while never having any intention to help. BAD BUSINESS really BAD BUSINESS!!Desired Settlement: I want a full refund for the warranty that I purchased when I bought the appliances. I paid 62.99 for the washer warranty and I paid 53.99 for the dryer warranty. I would also like reimbursed for the parts that I was told were covered when I purchased the washer/dryer. I had to purchase a new heating element for my dryer (75.00) and new thermostat (62.00) and had to have both parts installed.

Business

Response:

September 26, 2014

Review: On July 1,2014 I purchased a refrigerator and dishwasher from HHGREGG and as of August 7,2014 I have yet to receive either product. Every attempt to contact HHGREGG and [redacted] have failed. I have literally left over 30 messages between the two companies including the district manager and no one has returned my calls. so as of July 31,2014, my scheduled delivery date, I have been without a refrigerator in my house because it was removed the night before. I have already made the first payment on July 11,2014, check number [redacted] in the amount of 150.00 and still can`t even get anyone to call me back and let me know when I will get them deliveredDesired Settlement: I just want my order delivered

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. Our records indicate that the order is being shipped by freight. It is our understanding that her products arrived at the [redacted] yesterday. If she does not receive a call or her order in a timely manner, she can contact [redacted] at (866) 711-3129 and refer to tracking number [redacted].

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

Sincerely,

Review: We bought a new mattress and it had a defect, the store agreed to replace it however when they brought the replacement out to our home they damaged items inside of home. They knocked a picture off of the wall and a C-Pap breathing machine off of the night stand beside of the bed. My husband is disabled and has to have this machine and we can't afford to replace it after they broke it. We have made several calls to the store and spoke with several different store employees/managers during the past weeks. It appears that we were led to believe that they were working on a replacement and then all at once they informed us that they would not be responsible for the damage caused by their delivery personnel. Product_Or_Service: mattressDesired Settlement: DesiredSettlementID: Replacement My husband needs his C-Pap breathing machine repaired or replaced. He has been using a relatives old unit that doesn't work as well and doesn't fit him correctly.

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced. We forwarded his information to the appropriate personnel. It is our understanding that a representative should contact him in the next 5-10 business days.

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

Sincerely,

Review: On 01-24-2015 my wife and went to hhgregg to purchase Regrig, Electric Range and Micro-wave. I paid in full by debit card amount of $1981.33.$149.00 was paid for installation for micro-wave service schedule for 01-25-2015. The salesman scheduled service for incorrect date which was for 02-02-2015 that was verified by installer who called later that day. I went back to the store to re-schedule for 01-26-2015.Installment was set for that date . Later that same day I received a phone call from the Sales Manager [redacted] claiming I owed addition money for install and they would not come out to install unless I paid more money . One hour later I return to the store with my receipts and cancelled the install. Out of $149.99 I was only refunded $58.82.hhgregg owed me $91.17 Plus I was cheated by salesman for the Refrig negotiation price listed on receipt $899.99, I was charge $939.99,$40 more. I'm Owed a refund of $131.17 Plus $6 disposal fee kept old appliances.Desired Settlement: DesiredSettlementID: Refund Refund me the amount owed of $137.17

Business

Response:

March 20, 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 his purchase.I apologize for any inconvenience Mr. ** experienced. According to our records, he purchased a DS1 delivery service, which does not include the installation of a microwave. The DS1 delivery charge was refunded via rebate.A refund was processed for the microwave. Our store also processed a refund of $58.82. We are unable to offer any further refunds. If he has any questions about his purchase, we recommend that he contact the store management for further assistance.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 washer from this co. in early 2013. It has been repeating rinse cycles as well as leaking in 2 places since May. I purchased the premium service plan and phoned for an appt. to diagnos. A tech came out in mid June and ordered parts, and an appt. was scheduled for a repair July 9. I missed 4 days of work waiting all day for a tech, and for parts delivery 2 days, and a repair. The repair resulted in the same issues as well a call to the service. A tech arrived on July 11 to say the wrong tool was used and more damage resulted and had to disable the washer and order parts, and a repair scheduled for July 18. Four more days missed of work for all of this. The repair was done. The washer still leaks in 2 places. I have the parts damaged as result of incorrect installation as well photos to document all of this. I have asked that the service co. consider their replacement policy as I cannot continue to take off 8 of 21 work days to have a washer not only unusable at times but also as it not fair to my workplace for me to have absences over faulty repairs. I was told they would have someone get back to me. I had to call them back, to be on hold apx. 45 minutes, to be told unless they again come out to diagnose and repair or deem the washer defective they will not oblige. I feel this has wasted my time, there has been not only work time missed but damage done and no use of washer, and, no compensation even offered for laundry service. They are not standing by their policy to properly repair or replace with another machine, and I feel that it is completely unacceptable to have had service that left more damage as result. I have been told the techs say it works as done, they do NOT stay to do an actual laundry load to determine this issue, adding a little water and spinning it is not what a washer does. Techs have even mentioned, this is a lemon product that has issues.Desired Settlement: I would like a refund or replacement of my choice of washer at the value of this product. They already have sunk in over the original value in unsuccessful repairs. I would accept nothing less than a certificate for their store to purchase toward a washer of my choice, even if I must add to the amount allowed. It is not even a yr. and a half old, I cannot imagine that it has lost that much value in that time.

Business

Response:

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

I apologize for any inconvenience Ms. [redacted] experienced. According to our records, she purchased a service plan that is administered through Warrantech. Our representative contacted the service plan administrator and was informed that the washer was repaired. We regret that we are unable to authorize replacements for products covered by Warrantech service plans. If she has any questions or has another problem with the washer, we recommend that she contact the service plan administrator for further assistance.

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

Sincerely,

Review: On 6/9/12 my wife and I purchased a kitchen appliance package from HH Gregg. Along with the appliances we purchased a 5 year warranty on each item. Within the last month, one of the handles on our refrigerator has begun to rust. When contacted, the warranty company advised the warranty does not cover this issue. I then contacted HH Gregg on two separate occasions - 12/2/13 and 12/13/13. On 12/2 I was told a representative would call within 72 hours to provide an answer. On 12/13 I was told a representative would call that day. As of today, I have not received any call or any indication this issue will be corrected. We paid a total of $3509.95 for these items including the warranties. I would like this part replaced without further delay. It appears we are just being ignored which is unacceptable.Desired Settlement: We would like the rusted handle to be replaced and any future items which rust also replaced.

Business

Response:

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

I apologize for any inconvenience Mr. [redacted] experienced. We regret that we are unable to honor his request. The manufacturer's warranty and the service plan do not cover the repair of damage caused by rust.

In the interest of good customer relations, we can offer to reimburse him for $100 of the cost of a replacement refrigerator handle. If he would like to take advantage of this offer, we request that he send a copy of the receipt for the handle to the address listed below.

Corporate Office, hhgregg

Attn. Communications Department 4151 E. 96th Street

Indianapolis, IN 46240

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

Sincerely,

Review: We purchased a Haier refrigerator with a 5 year protection plan from hh gregg and picked it up on 11/13/13. Through normal use, somehow the handle has broken on the refrigerator door. I called h.h.gregg to inquire about our warranty/replacement options. I was immediately transferred to Haier, and the representative from Haier stated that because the defect is cosmetic, Haier does not replace the part. The representative did give me the item number and phone number for the h.h. gregg rep to order a new handle at $20.I called h.h. gregg and reported what the Haier representative had said. The h.h. gregg rep said that they do not replace handles and that the broken handle is not covered by my $149 extended warranty.It's a simple issue of a handle that we believe should be replaced by the manufacturer or h.h. gregg that sold us the appliance.Thank you for your time![redacted]Desired Settlement: We believe the handle should be replaced at no additional cost.

Review: On Saturday, October 18th, I went to the HH Gregg store in North Wales, PA and worked with an associate named [redacted]. I selected the TV I wanted to purchase and agreed to apply for financing through HH Gregg. I was approved and the transaction was completed. It was only when he went to retrieve the purchased TV from storage that I was informed that they did not actually have the TV in stock. I was not advised of this until AFTER my credit was run and the transaction was completed. Since I had already made the purchase, I agreed to drive approximately an hour each way to the HH Gregg in Langhorne, PA to pick up the TV since that store had it in stock. Upon arrival at the HH Gregg store in Langhorne, we were not helped by any associate for more than ten minutes and did not actually receive the TV until more than 20 minutes after we arrived. Upon picking the TV up, I noticed a small dent in the corner of the box, but assumed that the Styrofoam packaging inside would have prevented any damage. Unfortunately, when we went to mount and install the TV late Saturday night, we discovered that there was damage on the bezel of the TV and unknown possible internal damage.

Since HH Gregg was closed by the time the damage was discovered, I called the North Wales HH Gregg store at 11:13 AM and spoke to an associate who advised that a replacement TV would be arriving on Monday by 5pm and that I would be called upon arrival, at which point, I would be able to exchange the damaged TV for a new one. On Monday, October 27th, I called the North Wales HH Gregg at 1:46pm to check on the status of the shipment and was advised that the truck had not yet arrived, but would definitely be there by 5pm. They again agreed that they would call me once it had arrived and the TV was available for pickup. By 5:44pm, I had not heard from the store, so I called again and was advised that the truck had arrived and that the TV was available for pickup. I asked them to double-check just to be sure and they returned after a long hold period to advise me that the TV was NOT in fact included in their shipment. Had I not asked them to double-check, I would have made the trip (approx.. 15 miles) for no reason. At that point, I requested to speak with a manager and was connected to [redacted] who very rudely provided absolutely no explanation for why I was lied to THREE times by his employees regarding the shipment. He then advised that he would not even place an order for a replacement TV until the original TV had been returned. He wanted me to drive to the store to return the damaged TV and then continue to pay for the TV while he ordered and waiting for a replacement to arrive. He was rude and completely inflexible and I’ve never encountered worse customer service from a manager.

At that point, I was so sick of dealing with HH Gregg’s poor customer service and refusal to provide the product as paid for that I called [redacted] and disputed not only the actual transaction, but also the inquiry on my credit that was based off of the false pretense that they could actually deliver the product. I re-boxed and returned the product to HH Gregg along with the free promotional 32 inch TV that had come with the original purchase.

At this point, I would like to file a formal complaint against HH Gregg for running my credit under the false pretenses of having the product purchased in stock and for blatantly lying and wasting my time THREE times by advising me that the replacement would be ready on Monday, October 26th. I would like for the credit inquiry to be wiped from all three of the credit reporting agencies and to be reimbursed for my mileage driven to pick up and return the damaged merchandise and the promotional 32 inch TV that is no longer available.Desired Settlement: Removal of credit inquiry from all three credit reporting bureaus, credit for wasted mileage to and from multiple stores to complete purchase and return, credit for the 32 inch LG LED TV that was part of the promotion that is no longer available, and apology from store manager for the dishonesty of his employees, wasting my time (I took off of work early to make the exchange as promised) and for his absolute refusal to provide the replacement product as promised.

Business

Response:

November 7, 2014