Complaint Review: hhGregg - Spring hill Florida

My husband and I went to HH Greg to purchase appliances a television as well as other household items for our new home. We have spent over $12,000 with HH Gregg and we also purchased the extended warranties as well as the replacement warranty for a microwave. Most all these items were purchased in 2012.

we went to the Spring Hill Florida store and worked with a sales associate by the name of Al. He promised us all kinds of good things and said that we would never have any problem with any warranty or any other issues. This was why we purchased the extended warranties for everything that we bought. (Al no longer works there)

about two months ago I noticed the plastic covering on the door of the microwave was beginning to bubble and peel off. I was concerned that this might be a safety issue so I contacted HH Gregg and  spoke to Tom and explainEd the issue to them. I also told Tom that the paint on the door was bubbling up, peeling off and rusted . I also told him that on the inside of the microwave, there were bubbles and paint peeling inside too.  I was told that they didn't know anything about a microwave issue and that I had to contact the manufacturer which was Frigidare. I did as instructed and contacted Frigidaire on 11/24/14 at 11:15 am. the representative, Maria,  looked through all her information sheets and discovered that when the plastic sheeting on the door comes off the microwave becomes unsafe and she highly recommended that I not use the unit. She told me that the warranty with Frigidaire ended after one year so my issue had to be taken up with HH Gregg and that there should be no problem because we purchased the extended warranty and the replacement warranty.

So I called HH Gregg back at 12:10 PM, same day, and spoke to a sales associate who asked me to hold on and she went and spoke to someone else and then someone else and then again to someone else and she told me that someone would return my call. No one ever did. so the next morning at 9:55 AM I read called HH Gregg and this time spoke to Tom who claimed he was a manager I explained everything to him and he said someone will call you back in 30 minutes. I waited 30 minutes and when I didn't hear back from anyone I called the store back I spoke to another sales associate and was told that the store was very busy because of sales going on. I decided to wait another half hour and I called the store back spoke to a gentleman by the name of Chris. This individual told me that he too was a Manager but he would get me connected with Tom. I explained to Chris that I had already spoken to Tom and I was waiting on him to call me back. So Chris tells me that because of the massive sales and the store was packed with people it was very difficult to talk to someone on the phone about problems. I explained to him that I needed to speak to Tom the manager so he connected me with Tom and Tom told me that he sent all the information via email to the higher-ups.

I asked to speak to someone else in charge so Tom connected me with another manager by the name of John John also told me that he sent emails to the higher-ups and that I was to wait 3 to 5 business days to hear something he said that's all that can be done for now. Told John that I need my microwave what was I supposed to do in the meantime. I was told there was nothing that could be done and the warranty we had is only for electrical or mechanical. I was told at this time that my issue seem to be more cosmetic and that it was not going to be covered under the warranty and when I explained that we had also purchased the replacement warranty for the microwave John told me that I would just have to wait. He further explained that this is a manufacture defect and that I had to contact the manufacturer which again was Frigidaire. And I explained to him that I had spoken to Maria from Frigidaire and I had given him the account number he told me there was nothing he could do they were just too busy but he did send an email and he also told me to contact tech review and send them pictures.

later the same day November 29 at 4:30 I sent corporate an email and then I sent another at 4:50 PM the same day and I explained everything to them and I thought that someone who spent $12,000 in their store should be given better customer service and that they should honor their warranty. 

On the way home from work on December 2 my husband stopped at the Clearwater HH Gregg store and spoke to a gentleman by the name of Keith Oliver. My husband explain everything that was going on and Mr. Oliver agreed that we should have already had a replacement microwave and that he was going to send our complaint to his higher up boss and that he would make sure this woman I believe he said her name was Chris would get the information and also that HH Greg has an entire department that handles nothing but complaints.

I called again December 3 at 10:44 it was put on hold and then disconnected I recalled at 10:48 the phone rang and rang no answer and I was disconnected I read cold at 10:51 I was put on hold with music and then the phone went back to ringing I was disconnected I recall and I the phone was picked up and put on music hold again at 10:53 I was disconnected. At 10:54 I was again put on hold and the phone just rang and rang and rang and was put on hold again and at 10:55 and associate by the name of Keith put me on hold until 1058 and then the line rang and went back to music on hold from 1059 to 1106.

finally I was told that the operations manager named Monty was sent all the information and that he will call me that day which was December 3 that they were working on something now to try and get this issue resolved. I was asked to recent pictures so I did I resent them at 1:20 PM and then I sent them again at 1:41 then again at 2:16 then again at 2:47. I then received an email from Dion DeFreitas and was told by them that they will not Cover my issue because they feel it was cosmetic and that I needed to contact the manufacturer.

I called Keith all of her back December 3 at 2:54 PM and was on hold for several minutes Kate said he was going to call the Warren Tech right now for a better explanation. He said he just doesn't understand why this is happening we bought the microwave and the warranty so there should be no issues Kate said he will call me right back.

That weekend my husband and I were in the Port Richie Florida area and we decided to stop at that HH Greg store we spoke to a gentleman by the name of Tom Mitchell and he gave us a number to call and he said someone would help us. He also took the information down and said that he was forwarding all of our complaints to his boss who would send it on to corporate.

I called on 1213 at 9:15 AM to schedule a service appointment and I was told that if they come out they will charge us $125 service visit if they find that the issue with the microwave is not covered under the warranty. I told him that we had a replacement warranty so there should be no issue and that I will not pay the hundred and $25 service visit. So they said they would not send anyone out and so far they have not and no one has contacted me.

I decided to call Frigidaire back December 3 at 4:11 PM and I spoke to a woman by the name of Vanessa she told me that HH Greg should cover the warranty because we paid them. 

we ended up having to purchase another microwave from someone else we feel that HH Greg did not honor their warranty and I did everything they requested. All we wanted from HH Greg was a new microwave we were also told by Keith all of her that he would sell us a new microwave at 50% Off. We didn't want to spend anymore money because we had already purchased a replacement warranty with HH Gregg and there was no way we were going to give them any more money because they don't honor what they say. 

Granted the microwave wasn't that much money I believe it was around $200 and then it was on sale I think $150.00 or so. Because HH Greg does not honor their warranties I decided to file this complaint no one on there and would help us and it seems to me that for over a $150 microwave they have lost good customers. We want people to know that HH Greg does not honor their warranties