hhGregg Service not Adequate

To whom this may concern:

Please take the time to read in hopes that this does not happen to other customers.

Please note that in the last 5 months our family has had our 5-year old in the hospital with pneumonia; my father-in-law in and out of the hospital with 2 heart attacks, and 1 stroke; my mother-in-law with a stint placed in her neck and a staph infection; my husband will be undergoing his 3rd sinus surgery; and my mother will possibly be diagnosed with fybromyalgia or lupus. I know that all of this may be hard to believe, but we all have the medical bills to prove this. I think that we have suffered enough physically and mentally. We were trying to do a good thing for my in-laws and yet Spirit Delivery and hhGregg could care less.

Claim:

Purchased a �Whirlpool Gold� Stainless Steel Refrigerator, �Whirlpool� Double Oven, and �Whirlpool� Over-the-Range Microwave on March 14, 2008 at hhGregg store located in Greenville, SC. The salesperson that assisted me is John L. Carter. We discussed the delivery process and I was told that I did not need to move of our "old" appliances out of the way since the store offers this service to hhGregg customers. I told John that my husband would have our wall oven removed since he will have to work on our cabinet in order to install the new double oven. John and I agreed that the delivery crew would deliver, inspect and install the new refrigerator and deliver and inspect the new microwave and double oven. My husband would be responsible for installing the new microwave and double oven. The delivery crew would move our "old" refrigerator and wall oven into our garage since we were going to deliver them to my in-laws later that week in order to replace their failing 33-year old refrigerator.

On March 15, 2008 the two delivery men hired by Spirit Delivery and contracted by hhGregg arrived. My husband and I addressed the moving of our �Whirlpool Gold� black refrigerator and the wall oven into our garage with the delivery crew. The delivery crew told us that they would move our "old" appliances into our garage. We told them that we had plans to give our black refrigerator and wall oven to family members to replace their failing appliances. Prior to this day, our black refrigerator was in excellent condition. The black refrigerator was purchased on April 18th, 2005 at Lowe's in Greenville, SC. One of the two delivery men asked me about the scratches on my hardwood floor. I told him that the hardwood floor was scratched by delivery crew working for Lowe's. The black refrigerator and wall oven were moved by the delivery crew into our garage -- my husband and I were too trusting and did not watch the delivery crew move our "old" appliances out of our home. The delivery crew delivered, installed, and inspected the new stainless steel refrigerator. The new stainless steel double oven and microwave were not installed (per our request); however, they were not inspected -- they were left with all shipping wrapping still remaining, in our kitchen. I signed the delivery papers. The delivery crew left our home. Hours later I called the customer service "800" number and gave a great review concerning our delivery experience.

Later that day, my husband installed our double oven. We inspected the double oven -- the upper oven door would not close and the oven light would not turn off. I called the hhGregg store and spoke to John L. Carter and asked him to please send someone out to help us. His reply was that everyone was busy and that it would be Tuesday before a service personnel would come out to our home to fix it. After a few more phone calls to the service company, I finally managed to get a service/repair man to fix our oven � apparently it was an error made during manufacturing.

On the night of Thursday, March 20th my husband and I were cleaning the black refrigerator to get it ready to be delivered to his parents on Friday. We noticed a large dent on the bottom side of the black refrigerator. My husband's immediate reaction was that the delivery crew must have dropped the black refrigerator when they were moving it into the garage. We could not believe that neither one of the delivery men told us that they had damaged our black refrigerator.

On Friday, March 21st, I took digital pictures of the damage done to our black refrigerator and started making phone calls to address issues with hhGregg in Greenville, SC. I spoke to an administrator, delivery manager (Scott), and a manager (Daniella?) at the store. Daniella apologized for the incovenience and offered $25.00 for the length of time to fix the double wall oven and $50.00 for the dent to our "old" black refrigerator. Daniella emphasized that hhGregg was not responsible for inspecting appliances that are installed by homeowners and that any "old" appliances that are removed from the home are not considered personal property. Therefore, hhGregg is not responsible for the damage to our "old" black refrigerator. Scott added that hhGregg could not help us with the our "old" black refrigerator because we purchased it from Lowe's. I told Scott that there were no hhGregg stores in Greenville, SC on the day we purchased the black refrigerator. I refused the store's monetary offer and asked for a phone number to speak to customer service at hhGregg's headquarters. After a few phone calls, I was finally transferred to speak to Jessica Whittaker (Exec. Customer Service). Jessica had a different way of addressing my concern and stated that personal property is personal property regardless if it's a decoration in our yard, a wall or refrigerator in our home. Jessica also said that it does not matter that we had purchased our black refrigerator from Lowe's. The refrigerator was damaged and that if anything, we would get a new refrigerator out of this. Jessica also told me that she would contact the Incident Tracking department to start an investigation on this matter. After one week, no one contacted me regarding my complaint. I left a message with Jessica Whittaker. The next day a lady working for Spirit Delivery discussed my case with me and asked me to e-mail pictures of the damaged black refrigerator. The lady from Spirit Delivery told me that she would contact me back with a resolution. Another week went by, I again left another message with Jessica Whittaker. Jessica returned my phone call the next day and told me that she had also seen the picture of our damaged black refrigerator and that I would hear back from her again that day. It has now been another week and I've yet to hear back from any one regarding our complaint.

FYI: I received a letter from Spirit Delivery today stating that they will not be responsible for the damage to our black refrigerator due to a clause in the hhGregg delivery ticket. I would like to know what Spirit Delivery's policy is for damaging personal property.