CLEVELAND — When it comes to your kitchen, buying the right appliances can make all the difference. However, if you get them from a big box store, do you really know who's coming to install your new purchase?
"I love it,” said Carolyn Smith from Strongsville. She was talking about her new refrigerator. “But all that comes with it, I didn't care for." The fridge brought a new set of problems. "I went away for two days after they connected it and when I came back, I had two inches of water on my floor," Smith explained.
She bought the fridge from Best Buy in Strongsville. Best Buy hired DSI Logistics to install it. The waterline was not connected correctly and her laminate floor was ruined. "I was upset, shocked! It's been a nightmare!" Smith told us.
We checked the floor and it was coming apart at the seams, at the separators, and at nearly every step. A contractor said there was $2200 in damages. “I went back to Best Buy four times to the store…they said they couldn't help me,” said Smith.
She told us she called Best Buy. “They told me this is a 3rd party situation and we can't help you… I relied on Best Buy. I didn't go anyplace else."
Smith contacted DSI Logistics and the claims company, but said there was no help there either. “That's why I called NewsChannel 5 to get some help because I'm so frustrated.”
5 On Your Side Investigators started digging. Within two hours, Smith got a call saying she would see a check in a couple of days. Those days went by. Then she was told a check would come the following week. She said she's heard this before. “Everybody says they're going to call me back in 24 hours and it's been three months,” Smith told us.
When we contacted DSI Logistics, the company acted quickly. Within minutes, reps told us they bypassed the insurance claim, wrote the check itself, and sent it overnight. DSI said it strives to make things right.
Now, Smith can really enjoy her new fridge. “Look at this. It's just beautiful,” said Smith.
Best advice: ask the store which company will be coming into your house for delivery and installation. Before you sign on the dotted line, do your research on that delivery company.
