HH Gregg Appliances

Here is the response for Laura *** complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
However I still feel that we should have received this refund in less time than weeks
Regards,
Christian And Calista Anderson

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Dear Ms*** and MrM***:It is now clear to me that MrM*** and the HHGREGG Corporation have chosen to refuse my pleas for help with my refrigerator problem. This has been a very stressful time for me and my family. It is difficult for me to find words at this time to express my feelings about our situation, but I feel it is important for you to know how disappointed I am in the resolution of my complaint.I hope that this message is posted on the Revdex.com public website for others to read and to understand the difficulty I have had in working with HHGREGG. They may then take my experience intoconsideration when shopping for refrigerators and other appliances.To summarize my complaint, here are a few vital facts:(1) On July 4, 2014, my family and I purchased a new Samsung refrigerator from HHGREGG along with five additional major appliances.(2) The refrigerator operated flawlessly and reliably for 6 months.(3) After months of use, our refrigerator began to wear out, as evidenced by the initiation of and subsequent repeating of electrical ground faults that were detected and thankfully protected by ground fault circuit interrupters (GFCIs) in my kitchen.(4) A Samsung service technician worked on our refrigerator on three separate occasions during the intermittent tripping, but unfortunately, the unit never tripped while the service technician was present, so that he could see the problem first-handAfter the third service visit attempt failed to fix the problem, Samsung’s opinion seemed to be that since they couldn’t FIND the problem, there must not BE a problem with the refrigerator(5) The GFCI trips that were initially infrequent and intermittent then became more common and frequent. Overall, several dozen GFCI trips occurred during the next couple of weeks leading to the complete failure of the refrigerator to operate at all.(6) An HHGREGG representative called me and bluntly told me that Samsung refuses to make any more service calls to work on our refrigerator. Without ANY support from Samsung or HHGREGG now, my family and I were truly on our own if we hoped to resolve this issue. We were now stuck with a seven month old refrigerator that had broken down and was not useable. HHGREGG and Samsung refused to provide ANY additional help, and had in effect become our adversaries.(7) As a last resort, I contacted the Revdex.com with a desperate plea that they would be my advocate and help us. A formal complaint was prepared and submitted. Our request for a full monetary refund for the failed refrigerator was rejected by HHGREGG.Here are my thoughts and feelings about what has now happened: Unfortunately, I feel this is a painful example of “Live and Learn.” Let me explain… On good faith, my family and I purchased several kitchen and laundry room appliances from HHGREGG when we could have easily bought them from Best Buy, Lowes, Sears, or any of the independent appliance dealers in our area. We had many choices of where to shop What actually happened on July 4, was that we walked into the Knoxville HHGREGG store to shop for a refrigerator ONLY. The friendly reception we received from the sales force and the comfortable feeling we had in the store encouraged us to consider buying much more than we needed at the time. When it was all over, in addition to therefrigerator, we also bought a washer and dryer, a dishwasher, an electric range, and a microwave oven from HHGREGG that day. We felt exhilarated.Unfortunately exhilaration has now turned to bitterness and defeat. Neither HHGREGG nor Samsung will accept responsibility for the failed refrigeratorSamsung refuses to perform any more tests or service on the refrigerator and will not even identify it as faulty or unrepairable so I can return it. HHGREGG has refused to honor their commitment to me as their customer, and has instead kept my money and refused to consider reimbursing the cost of the defective refrigerator.MrM***, you have refused my request to return the faulty and unrepairable appliance your company sold me seven months ago, even though it is within warranty and even though I even purchased an expensive extended warranty from your company that was supposed to give me “peace of mind” from any future problems I might experience within the warranty period. The friendliness of your sales representatives belies the adversarial nature your company has demonstrated after the sale was completed and your company had my money.Your statement that you are “unable” to honor my request for a return is dishonest in my opinion. You are the Director of Service Operations, and hence you can make decisions that may not be exactly per company “policy and procedure”, but are still the “right thing to do.”MrM***, here is my reality: I am retired. My family’s only income is my modest pension. We have an excessive amount of bills that need to be paid every month from that pension check, and it is not enough. I withdraw money from savings every month so that those bills get paid. Buying those major appliances from your company, HHGREGG on July 4, was not a wise thing for me to do, but I wanted my family to have something special. I really cannot afford to purchase another refrigerator to replace the defective one I bought from your company; but in the end I will have to do what my family needs me to doMrM***, I am not asking for your sympathyEveryone has their own set of problems, and I am sure you have yoursI would hope I can appeal to your sensibilities, and that you would understand that although my complaint was about a refrigerator, this experience has been profoundly frustrating for me due to the financial stresses I feel as the sole monetary provider for my family, and it has even shaken my belief that people, when given the opportunity, will do the right thing when it is clear and evident what the right thing is to do
Regards,
*** *** ***

November 30, 2015*** *** Revdex.com, IncNDelaware Street #2020Indianapolis, IN 46204RE: *** *** (# ***) Dear Ms***:I have received your letter regarding *** ***’ concerns about his range.I
apologize for any inconvenience Mr*** experiencedOur records indicate that a store credit was issued for the rangeIf he still needs assistance with selecting a replacement range, he can visit our store and refer to invoice ***.We appreciate having the opportunity to answer the complaint. Sincerely,Diane M***Communications ManagerDM/rlb

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 belowI received notice that my case had been closed due to no rebuttal from meI attempted to email a statement to you on June 23rdIt was not returned so I assumed it had been receivedMy statement was: The manufacturer has been as uncooperative as hhgreggLG insist on replacing parts but cannot seem to ship them undamagedThis was attempted timesNor could the LG technician assure me that replacing parts would take care of the problem!
I will forever blame hhgregg for not giving me the opportunity to exchange the range during the day SATISFACTION guaranteeIf they can't be truthful and stand behind their promises, I will never be a hhgregg or LG customer again and that is the TRUTH !
Sincerely,
*** *** *** *** *** ** *** ** ***
Regards,
Brenda G Bradshaw

October 12,
*** *** Revdex.com, Inc
NDelaware Street #
Indianapolis, IN
RE: *** *** (#***)
Dear Ms***:
I have received your letter regarding *** *** contract
dispute
We apologize for the inconvenience Ms*** may have experiencedThe credits amount is not determined or issued by hhGreggWarrantech based the credit off of service calls, parts, and repairs that took place over a 3year periodIf Ms *** has any questions regarding the credit that was issued she is to contact Warrantech 877-456-
We appreciate having the opportunity to answer the complaint
Sincerely,
Whitney E***

June 15, 2016*** *** Revdex.com, IncNDelaware Street #2020Indianapolis, IN 46204RE: *** *** ** ***Dear *** ***:I have received your letter regarding *** *** concerns about her
refrigerator.I apologize for any inconvenience *** *** experiencedWe regret that given the length of time that has passed since the purchase date, we are unable to authorize a replacement. The service plan she purchased is administered through WarrantechOur representative contacted the administrator and was informed that they are waiting for information from the service provider so that they can determine whether to proceed with repairIf she has any questions about the coverage, Warrantech can be reached at (877) 456-9643.We appreciate having the opportunity to answer the complaint. Sincerely,Ryan ***Executive Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appears below.The $refund had nothing to do with the icemaker defect I was given a $refund because the refrigerator was delivered damaged, with a ding on the front door I was offered a $refund because of the physical damage that was caused by the delivery team When I agreed to accept the partial refund, I did not waive my right to return the item in accordance with the company's day hassle free return policy The icemaker problem was unknown to me at the time HHREGG offered a $adjustment for the dent I reiterate my request for a return and exchange or for a partial refund of $to allow me to purchase an extended warranty Since I originally filed this complete, I made a video of the malfunctioning icemaker to prove it is defective.Regards,*** ***

September 30, 2016*** *** Revdex.com, IncNDelaware Street #2020Indianapolis, IN 46204RE: *** *** (# ***) Dear Ms***:I have received your letter regarding *** ***’s concerns about his
refrigerator.I apologize for any inconvenience Mr*** experiencedOur records indicate that the service plan administrator authorized a store credit for the replacement of the refrigeratorIf he has any questions, our call center can be reached at (800) 284-7344.We appreciate having the opportunity to answer the complaint. Sincerely,Ryan M***Executive Team

Times New Roman";'>I have received your letter regarding *** *** concerns about her refrigerator
I apologize for any inconvenience Ms. *** experiencedAccording to our records, the manufacturer authorized an exchangeIf she has any questions, our Call Center can be reached at (800) 284-
We appreciate having the opportunity to answer Ms***' complaint
Sincerely,
*** ** ***

September 26,
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***
Revdex.com, Inc
NDelaware Street #
Indianapolis, IN
RE: *** *** (# ***)
Dear Ms***:
I have received your letter regarding *** *** concerns about the service plan
I apologize for any misunderstandingTelevision service plans sold in our stores do not offer the coverage for the repair of physical damageIn the interest of good customer relations, we can offer to cancel the coverage and refund the price of the service plan in full as long as the coverage has not been used
If he would like to take advantage of this offer, we request that he fill out the enclosed form and mail it to the address at the bottom of the form
We appreciate having the opportunity to answer Mr*** complaint
Sincerely,
James T* ***
Director, Service Operations
JTM/rlb
Enclosure
------------------------
Request to Cancel Warrantech Extended Service Plan
I hereby request H.HGregg to cancel my Warrantech Premium Service Plan (PSP) and to refund the pro-rated balance to me, less any claims paid, unless otherwise precluded by law I agree to waive any further claims pursuant to this Premium Service Plan or the product that was originally covered This form must be completed by the original purchaser
Original Purchase Information (Send Refund to) Same ?
Name ______________________________ Name________________________________
Address (original)_______________________ Address_______________________________
City________________________________ City__________________________________
State/Zip____________________________ State/Zip______________________________
Purchase Date________________________ Telephone # ___________________________
PSP Purchase Price____________________
Sales Invoice Number____________________
PSP Model Number_____________________
Customer Signature_________________________________ Date ___________________
(Original Purchaser)
Reason: _______ok per DM/RB to refund the FPWT9-service plan purchased on *** if coverage has not been used and form is received by 10/30/
Mail To: Warranties Department hhgregg, E96th Street, Indianapolis, IN
Revised: 01-21-

Here is the response for *** *** complaint

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.[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

December 12,
*** ***
Revdex.com, Inc
NDelaware Street #
Indianapolis, IN
RE: *** *** *** (#***)
Dear Ms***:
I have received your letter regarding Ms*** customer service
issue
We apologize for any inconvenience Ms*** may have experiencedOn 09/16/the delivery center processed an exchange for both the washer and dryerSometime later in October Ms*** (Per notes) decided against the exchange and was issued reimbursement in the amount of $The reimbursement was issued for “latch on dryer, and scratches on washer”
At this point and time all issues are to be reported and handled through SamsungHhGregg is not authorized to make any decisions outside of 30days
We appreciate having the opportunity to answer the complaint
Sincerely,
Whitney E***

I have received your letter regarding *** *** concerns about his refrigerator.I am sorry for any frustration Mr*** is experiencingOur representative contacted the service plan administrator and was informed that they offered reimbursement for the parts and labor for a compressor repairIt is my understanding that they attempted to contact himIf he has any questions, Assurant can be reached at (*** ***We appreciate having the opportunity to answer the complaint Sincerely,
James ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

January 23, 2015*** *** Revdex.com, IncEast Washington Street, Suite 200Indianapolis, Indiana 46204RE: *** *** (# ***) Dear Ms***:I have received your follletter regarding *** ***’s concerns about his dryer.We regret his continued disappointmentOur representative contacted the service plan administrator and was informed that the dryer was repairedIf he is still experiencing a problem, we recommend that he contact Warrantech at (877) 456-for assistance with scheduling a follservice call.We appreciate having the opportunity to respond to Mr***’s complaint. Sincerely,James TM***Director, Service OperationsJTM/rlb

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
I sent the email but it said accepted
I don’t accept the offer, can you see the email sent and provide that to executive person that you dealing withThey are not providing me what I want, no compensation because $is nothing for I still own the debtThank you for your help***

April 13, 2015*** *** Revdex.com, IncNDelaware Street #2020Indianapolis, IN 46204RE: *** *** (# ***)Dear Ms***:I have received your letter regarding *** *** concerns about his
washer.I apologize for any inconvenience Mr*** experiencedOur representative contacted the service plan administrator and was informed that the washer was servicedIf he experiences any further problems, Warrantech can be reached at (877) 456-9643.We appreciate having the opportunity to answer the complaint. Sincerely,James T***Director, Service OperationsJTM/rlb

December 20,
"text-align: justify;"> *** ***
Revdex.com, IncNDelaware Street #Indianapolis, IN
RE: *** *** (# ***)
Dear Ms***:
I have received your letter regarding *** ***’ concerns about his order
I apologize for any inconvenience Mr*** experiencedOur records indicate that he received a Samsung washer and dryerIf he has any questions, our call center can be reached at (800) 284-
We appreciate having the opportunity to answer the complaint
Sincerely,
Ryan M***
Executive Desk