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heide b.

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1 Review by heide


We purchased a Lorex Surveillance system, TV wall mount, 32" monitor and a BNC extension from Best Buy and paid for installation. The install date was scheduled for 06/23/2021 but due to personal reasons we rescheduled for 07/08/2021. On that day, Geek Squad employee Aaron came to our house for the site survey and inspected our attic. After asking where we wanted the cameras mounted, he said, for one of the cameras he would have to run the cable in the U channel and we agreed to it. He then spent 20 minutes, pressuring us to get rid of the wired camera install and purchase the technical support with Geek Squad, so we eventually purchased the Geek Squad technical support. We then scheduled the appointment for the system to be installed on 7/14/2021. We planned our schedule around this initial install date but nobody called or came to our house. We even received a text from Best Buy stating that a agent would arrive to our house to complete the order, but that never happened. We contacted Aaron and he apologized for some miscommunication and told us he could get us another appointment for 8/09/2021, 4 weeks later. On the 9th, we received a call from Best Buy customer service, at 12:30pm stating that our appointment had been canceled because the technician was sick. Once again, we had scheduled our day around for that appointment that did not happened. That day we spoke with 2 or 3 people from customer service to schedule another appointment date but the only option they gave us was to schedule for another 3 to 4 weeks. We were furious and could not figure out why they could not do the installation on the next business day. Eventually we got a install date for 8/13/2021. Customer service promised us a compensation once the work was completed on 8/13. Once again, we planned our day around that appointment and on 8/13, the technician was a no call no show. We spoke with Aaron and he stated that the technician did not show up due to rain. It did not rain that morning. Again, our appointment was rescheduled for 9/04/2021. My wife went to Best Buy, in Reynoldsburg OH, to speak with someone in person. She spoke with Matt, who stated that he would email Aaron and follow up with her the next day. My wife texted Aaron and stated to him that she had spoke with Matt and waiting for another appointment on 9/04/2021 was not an option. The next day, Matt called my wife to let her know that he had no response from Aaron. My wife then received a text from Aaron stating that he would be at our house on 8/18/2021 to install the cameras. On 8/18, another technician came to our house. Aaron never showed up. According to that technician, he would not be able to install the cameras because he was afraid he could put a hole on the roof of the house. He called his boss and gave us the option of a wireless system, which we did not want. His boss then stated that we could return all the equipment to Best Buy and receive a refund. When we got ahold of Aaron, instead of taking responsibility for all this mess, he blamed the technician stating that he needed more training. After all the waiting, canceling and rescheduling, the least he could have done, was to come to our house and do the work like he had promised. We are still waiting for some type of compensation from Best Buy for all the waste of our time. Every time we called customer service, we get transferred for one person to another, put on hold and then hung up on. That has happened so many times and that's why we decided to post our complaint here. Maybe this way we can get someone higher up to make it right. We did returned all the equipment. I spoke with customer service again regarding the compensation and they said we would receive it in the mail. We never received anything as of today. We had made a $200 payment on our credit card. Best buy refund us $197.38 and gave us a credit of $2.62 on our credit card. After screwing us over, they still want to make a tiny profit. UNBELIAVABLE!


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