Georgia Fisanick sent a message to Hubert Joly that said:
Ms. Barry:
I want to make you aware of issues with the installation of my Bosch dishwasher purchased through your Bridgewater location. As background, I am in a high-risk category for COVID-19. When I was informed my dishwasher could finally be installed I called the installation line to make sure that they understood that the installers had to be equipped with appropriate protective gear and to clean up after they were done. I was told that was your absolute expectation. That was not the case and the entire installation process was a DISASTER.
The installation was done by Mr. SOS on May 1. Mr. SOS was hired by Install, Inc. otherwise known as the NAL Group, which was hired by Best Buy.
The installation was schedule between 8 am and 11 am. No one showed. I called Best Buy and they eventually called back and said that the installers would be there between 1:30 and 3:00. I finally got a call from Mr. SOS, the first of the day, that they would arrive around 4:30 "because of traffic". When they unpacked the dishwasher from its crate outside one was not wearing gloves and the other did not have on a face mask. When inside my house they did have masks but one was wearing old dirty work gloves, not one-use disposables. They did not bring anything to disinfect after their work. Clearly they are not following the procedures your employees assured me would be used to protect my health.
During the installation, which I watched through french doors wearing PPE there was a flood. It turned out that the installer had cut the waterline to my refrigerator and simply shut off the valve without repairing it or informing me. I found out the line was cut the next morning when there was no filtered water coming out of the refrigerator dispenser. The next day when I ran the first load of dishes in the machine and opened it smelled like dead fish, so there is an issue with the check valve into the drain one.
I spent most of Saturday and Monday trying to get an assurance that someone, other than Mr. SOS, would be sent to deal with the dead fish smell and the cut waterline to the refrigerator, The best NAL Group could offer was to send Mr. SOS back, which I flat out rejected as a threat to my health. I was promised by Best Buy people that I would receive a call back on Monday from NAL Group, which never happened. I was told by NAL Group representatives that I would hear back from their marketing manager but that did not happen either.
At every turn I was told that your priority was your customer's health. In practice this experience shows the exact opposite. You are not vetting the sub-contractors you are hiring. Your promises are worthless.
If these issues are not resolved by May 9 by sending installers who are properly trained and aware of the proper use of PPE I will be using every social media resource at my disposal to spread the word about my experiences so that other high covid-risk individuals are not placed in jeopardy
Sincerely
Georgia J. Fisanick, PhD
(908) 642-5409
