• Report: #994289

Complaint Review: Brandsmart USA

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  • Submitted: Wed, January 09, 2013
  • Updated: Fri, January 11, 2013

  • Reported By: Jimmy P — Deerfield Beach Florida United States of America
Brandsmart USA
821 Southwest Natura Boulevard Deerfield Beach, Florida United States of America

Brandsmart USA Terry (Manager), Berlise, a few others in the customer service dept and various people at Warrantech. Purchased with a Samsung LEd Tv and extended warranty. $1,100 part is apparently not covered. Brandsmart acts like they have nothing to do with Warranty. Except for pitching it and selling it to you Deerfield Beach, Florida

*UPDATE Employee: BrandsMart U.S.A.

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Let me first start by saying I have been a Brandsmart customer for over 10 years.  Almost every appliance, television, vacuum and some smaller items in my house and my parent's house came from Brandsmart. Each time I declined the extended warranty.   I also purchased every TV in my company's West Palm and Boca office from Brandsmart.  i'll give you my story via timeline so it's easier to follow.

8/15/2011 - I purchased a Samsung 46 inch LEd TV for my new house.  It came with a 3d Bluray player and a 3d starter kit.  I paid $1549 for the TV and the other items were positioned as free items.  The receipt even has them priced at $0.00.   I also decided to add the 3 year extended warranty for an additional $98.88

11/30/12 ( i'm not 100% sure on the date here.)  My Tv is making this loud plastic popping and cracking sound.  I call the number on the extended warranty and they ask if i'm calling about a TV i bought for $1197.  I told them that was incorrect.  I had  paid $1549 for the TV.  Warranty rep said they will not check out the Tv until this is straightened out and I should email a copy of the receipt to prove what I paid.  They will call me back once I send the receipt.

11/30/2012 - I scan and email a copy of the receipt to Jennifer Diaz to prove what I paid for the Tv. I don't get any response.  I call in again and they said I have to take it up with Brandsmart.  Again they refuse to send someone out.

12/10/2012 - I go to Brandsmart to discuss the discrepancy in what i paid and I get told a manager will call me in a few hours.  Guess what?  No one called.  I drove back there and there was a manager names Terry who basically said I have to take it up with the warranty company and it's not a Brandsmart issue.

12/2?/2012 - I give up on how much the warranty company thinks I paid and just want my TV fixed.  They have a service center about 35 miles away contact me and arrange to come check it out.

1/02/13 - Service guy comes out here's the popping and says he needs to take it to the shop.

1/07/13 - Repair center calls to tell me the issue is the heat from the Tv is causing the bezel and panel to expand and contract resulting in the popping sound.  Since it is not an electrical part the repair is not covered and it's about $1100 if I want to pay for it.  I refused the repair and was then told I can get my TV back for $85

1/07/13 _ I drive to Brandsmart and they are surprised it's not covered.  Berlise said she'll have a service manager call me.

1/08/2013 - Guess what?  No calls.  I tried calling Brandsmart but was transferred to the warranty company.  I was able to get them to admit they never told me there was a charge and I would get a call to have my TV delivered.

1/09/2013 - Guess what?  No call!   I drove to Brandsmart again.  This time I asked if there was anyone I can speak to and I was directed to Terry again.  Terry basically said I have to deal with the Warranty company or Samsung and this has nothing to do with Brandsmart. That was weird considering I walked into a Brandsmart , they pitched the warranty, sold it to me, and took my money.  Not even the old "i'm sorry you're experiencing an issue but my hands are tied."   He asked me if I can turn it on then it works fine. basically told me they sell thousands of warranties and i'm the only one that has come in with an issue.  I couldn't believe this guy didn't even give a crap about my situation.  

This is when I told Terry I was the rep of one of their vendors and have witnessed customers with issues regarding warranty while training their sales people on my product.   Here's the clincher..."then you should know"   What????  Really?   I was floored.

So now I am one week and counting without my television.  

This report was posted on Ripoff Report on 01/09/2013 07:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/Brandsmart-USA/Deerfield-Beach-Florida-33441/Brandsmart-USA-Terry-Manager-Berlise-a-few-others-in-the-customer-service-dept-and-var-994289. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

BrandsMart U.S.A.

AUTHOR: Eb - (U.S.A.)





My name is Eydie Bowe, and I am V.P. of Customer Operations for BrandsMart

U.S.A.



Customer Service is our #1 priority.



If you have any problems, questions, and or concerns, please direct these

inquiries to my personal attention.



Here is my direct line 954-797-4030, or nationwide 1-800-432-8579, ext.

4030.



Here is my email address eydie.bowe@bm1.brandsmart.com



It would truly be my pleasure to assist you, please do not hesitate to

contact me.



Sincerely,



Eydie Bowe



VP of Customer Operations



BrandsMart U.S.A.



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