On January 2 we bought a RCA 52" HDTV with integrated DVD player from Best Way Rent to Own. We did not rent it, we paid cash and bought it outright. We paid the $25 delivery fee and had our "new" tv that evening.By Sunday, the tv would not turn on. Monday we called the store manager, explained the situation and demanded that they uphold the 2 week warranty that he gave us. Two weeks later our tv was picked up for service.
At the time the tv went in for service the store manager, who has since been fired, told us that Best Way would pay for the repair if it was reasonable, otherwise they would refund our money. For 3 weeks I sat around waiting to hear from the store as to what was going to be done. I finally was told that they were going to pick up the repair costs and it would take another 3 weeks before the tv would be returned.
On Tuesday, March 3 we were informed that the tv was repaired and ready to be delivered. We received a Hitachi 52" HDTV w/o integrated DVD player. This tv worked for less than 24 hours. We went to Bestway and spoke to Alex. He left a message for the district manager. I have called customer service 3 times, 2 messages on 3/3/09 and 1 on 3/5/09 asking for DM or RM to call. No response other than store sales rep to call.
Best Way states that they will fix this tv, but it will take another 6 weeks since their repair service only comes once a month to pick up repairs. They refuse to replace the tv or give a loaner. I have called several local tv repair places and have been told 1-2 weeks depending on the repair and availability of parts.
On March 5, I filed a complaint with the Better Business Bureau. The first complaint was "never received" by Best Way. A second complaint was sent and now they have until April 16th to respond. How many times is the BBB going to send the complaint? The company is aware that a report has been filed, we told them. The fact that neither the district manager, nor the regional manager will return phone calls says a lot about this company and their borderline practices as well as the fact they could give a rat's butt about customer service.
All we want is a working tv comparable to the one originally bought. They can either replace the tv or pay for the repair at our choice of tv repair centers. Why is this so much to ask from a company that states directly on their website:
We will work hard to guarantee -
Quality name brand merchandise
Exceptional service
The Best Way difference means -
Honest, trustworthy and friendly people
We do it your way... The BestWay! -
We want to earn your business!
As well as The Bestway Guarantee
Bestway guarantees our customers will receive the best prices on the best name-brand products provided by the best people... ANYWHERE!
I have yet to see the best people... ANYWHERE with this company. Live up to your guarantee and motto or change your website. It is only a matter of time before I take this further than the BBB and complaint! Ball is now in your court BestWay, what are ya gonna do?!
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