Report: #205661

Complaint Review: HH Gregg

  • Submitted: Fri, August 11, 2006
  • Updated: Tue, July 29, 2008
  • Reported By: Locust Grove Georgia
  • HH Gregg
    4151 E 96th Street
    Indianapolis, Indiana

Show customers why they should trust your business over your competitors...

August 3, 2006

Mr. Jerry Thorgmartin/Mr. Dennis May

I would like to start by asking that you take the time to read this fax and return my call.
I have attempted to contact you by telephone but was refused to be transferred to your office. My feelings are that you deserve to hear what consumers feel about your company and I deserve the opportunity to express them to you.

My husband and I bought a 65 inch Mitsubishi from HH Gregg in November, 2003. Due to issues in the past with one of your competitors on a warranty issue my husband and I were not sure that we could rely on your company to follow through on the warranty and were not in desperate need of a TV at the time. The representative was very adamant that HH Gregg's warranty was the best. It was hassle free and there would be no issues. We gave in and bought a 65 inch Mitsubishi TV.

I called to set up for a Technician to come out and fix the TV during the 1st week of July while I was on vacation. One week later when I had not heard from anyone and called back I was advised that nothing had been set up but would be redone. I finally received a call a few days later from Norman's Electronics to set up for the tech to come out on a Saturday. When the tech came out he played with the remote and said it had to be the signal board, and that he would order and be out Wednesday or Thursday of the next week. I was also advised if I had not heard from anyone to call. At no time did the tech look on the back of the TV to get any information on the model, serial number, etc.. I called on the next Thursday and was advised that the parts had just been ordered and it would be another week.

Now we are going on three weeks from the first time I had called.

I called back to Norman's Electronics on Tuesday, July 25th and was advised that the parts were in and the appointment was set up for Thursday, July 27th. On Thursday, no call was made to the house with a time, after we had been instructed that someone would call before 0900 to set something up. After calling Norman's again my husband was able to determine that someone would be out later in the day.

The tech did come out and when he went to replace the part he stated Oops, I ordered the wrong part. I will have to reorder and be out sometime next week to fix this.

Now we are going on four weeks.

Needless to say I was very upset with the fact that this would again be another week in getting fixed. I called to the HH Gregg store in Morrow and was advised by the manager that HH Gregg no longer controlled the warranties and he could not help me. I was given a number for GE Tops who I called and was advised there was nothing they could do. I finally received a number for HH Gregg Customer Service who continuously told me that GE is responsible for this and there was nothing they could do to help.
Finally, I was transferred to a Supervisor named Di. She did advise that with the warranty program I had purchased came with a loaner TV. It was a 20 inch and I could pick it up at the store. I reminded her that I own a 65 inch and that was quite a bit of difference, but picked up the TV so that something would be in my living room that worked. Di also contacted Norman's Electronics and advised them to expedite the parts for the TV because of how long this had been going on.

My husband called back to Norman's on Wednesday, August 2nd, and was advised that the part had just been ordered after 5 days and it would be 7-10 days before it arrived. I was able to obtain a number for Jessica Carr at the HH Gregg Corporate Offices. I left her a voicemail on Wednesday and she called back on Thursday. I explained the issue to her and she advised she would look into it. Valeria Thompson from HH Gregg called back at 1:12 pm today (8/3) advising that she spoke with Norman's and they stated that a part had already been replaced (untrue the wrong part was ordered the first time) and another was being ordered.

My biggest issue with HH Gregg is the fact that I bought this warranty from HH Gregg and not GE Tops. All of my information states HH Gregg is responsible for helping with this issue and no one in your company wants to take ownership.

After all the issues I have been having I looked on line to find out that many people are having the same exact issues with service now that it is no longer handled by HH Gregg.

I will never purchase another product from HH Gregg, nor will any of my family or friends. In the past I have been a big supporter and cheerleader for HH Gregg since they came to the Atlanta area. This is no longer the case. I have been sure to tell all people that I come in contact with not to purchase from your company that you do not stand behind the product that you sell. I purchased at $499.00 warranty/service plan from HH Gregg and everything on the receipt under Priority Service is false and in breach of the service contract that was sold to me. I held up my end of the bargain by paying for the TV and warranty that was sold to me.

When HH Gregg outsourced or sold product service & repair to GE Tops you HH Gregg did not put in place systems or metrics to make sure the original Warranty Service contracts, like mine issued in Nov. 2003, could or would be supported.
At no time was I ever contacted by mail or phone that the original service plan I bought would not be honored as stated on the bill of sale.

We both know that 4-5 weeks, and possibly longer, is entirely unacceptable for a TV to be fixed and I am past frustrated with the service and lack of concern that has been shown by HH Gregg. I have advised to all people that I have spoken with at HH Gregg that the worst thing you could have ever done was to sell/outsource your service and repair to GE Tops. You can see by the amount of consumers in your stores that we no longer have faith in your product and service.

All I have asked is that you provide the service that is stated on your warranty. I have not received Priority Service from the beginning of this. I have asked that 1. to fix the TV immediately but no one has been able to do that. or 2. Replace the TV or 3. Provide a store credit of the original amount that was spent on the TV and let me get another one.
I do not feel I am being unreasonable in this request due to the time this has been going on . I have no faith in GE Tops, Norman's Electronics management/tech, or HH Gregg Corporation.

I will be forwarding this letter to the Better Business Bureau along with my original sales receipt with the warranty information that I purchased from HH Gregg and not GE Tops in hopes that they can help to ensure that all consumers do not receive this type of service from HH Gregg or any other company.

As I stated I have no faith in any of the parties involved in the repair of my TV or the fact that it will be rectified due to my experiences with the same parties in the past month. I will be providing the original sales receipt and service plan/warranty information to a few local lawyers in hopes that they can advise me what I can do to get this situation closed.

This will also be sent to Mitsubishi management advising them of the issues that I have encountered.

As I stated in the beginning I would really appreciate your time and effort fixing this issue, as well as, a call back from you. This will also be forwarded to you by overnight mail as well in hopes that it will get into your hands.

August 12, 2006

Dennis May/Jerry Thourgmartin

Again, I come to you with more complaints and disappointments from your company.
A letter was faxed and sent overnight to both of you on August 3, 2006 and as no surprise I never received a call back from either you or your staff.

I have attached the 1st letter I sent to you so that you may re-read and then continue in the daily saga of getting my TV fixed.

Week 5

Norman Electronics called and advised they had the part for the TV and wanted to come out on Thursday, August 11th to repair. Again I was told someone would need to be home until 9am so that the technician could call and set up a time to come out. At 9am we had still not heard anything from Norman's Electronics', no surprise, so we called and were told that the Tech was filling out the paperwork and would call back to advise. My husband spoke with someone and was advised that 4pm-6pm the tech would be coming out. So again I left work to go home. At 6pm no one had come and when I called to find out what was going on Norman's was closed. Again no surprise.

I called this morning (8/11) to find out what was going on and was told that the tech called yesterday and no one answered. Which again is a huge lie. My husband spoke to the office and confirmed, and was told that the tech would be at the house between 4pm and 6pm.. Norman's sent someone out to the house today. The tech replaced parts and the TV came on for just a minute with awful lines in it, and went right back off.
The tech has no clue what is wrong with the TV. The same thing happened with the original TV and it had to be replaced because it was something that could not be fixed per the HH Gregg Technician at the time.

Now, Norman's Electronics wants to pick the TV up next Wednesday, August 16th to take to the shop for who knows how long. This is even a bigger mistake considering it is not a good idea per electronic repairmen that I have spoken with. When moving 65 inch TV's there is an even bigger chance of more failures with the TV.

Again, as I stated in my previous letter, I have no faith in any of you making this right.

The more I go on line the more complaints I find exactly like mine concerning HH Gregg and their practices. Last night on the news I saw that the State of Georgia has entered into a settlement with HH Gregg, that addresses various sales and advertising practices alleged by OCA to be in violation of the Georgia Fair Business Practices Act.

No one is willing to work with me from your company and have left me little choice.
I will be contacting a lawyer and asking for their input on how to handle this situation. When I bought this warranty 2 years ago it was from HH Gregg and not GE. I am not asking for anything that is out of the question. The TV cannot be fixed. I have just asked for a new TV or store credit.

These letters will also be sent to Joe Doyle's ( Administrator of the Governor's Office of Consumer Affairs in Georgia) for them to research as well.

I cannot believe in 2 years how fast your company has gone totally away from customer service. . I will not let other people believe in your company as I did. My husband and I will be making copies of both of these letters I have written to you and stand outside the store and give to people as they enter into the store. It is only fair that they are given the heads up to not spend their hard earned money in a store that will not back up the products that are sold by them.

My husband and I would love to hear your thoughts on this. If you would like for me to fax all of the complaints about HH Gregg and their warranty issues I would be more than happy too.

The BBB has already received the original letter but will also be getting this.

Your company has been nothing but a let down.
I would love for you to go to and read the negative comments about your company and their business practices. These letters will be sent to them as well. A few examples of the complaints are 1. HH Gregg Steve Hughes failing to respond to our complaints Indianapolis Indiana. *Updates HH Gregg, Columbus Ohio not returning calls; 2. HH Gregg ripoff extended warranties Douglasville, Georgia. These are just a few. There are many more saying the same thing. Even your employees are advising what a terrible company you are. A direct quote from one of your employees about the company executives. Basically Throgmartin got greedy and wanted t o grow the company but forgot the core principles that HH Gregg was founded on 50+ years ago. That's why on top of their logo it doesn't say Family owned and operated anymore, it just says Family operated: or something to that effect. Don't be surprised if you see them having a going out of business sale in the near future.

Locust Grove, Georgia

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Updates & Rebuttals


#1 Consumer Comment

To Smrtr_thn_u

AUTHOR: Bokay19 - (U.S.A.)

Obviously, you are not smarter than them. The company I work for is reputable, that is why the CEO and President of the company has his email listed right on our website. To hear peoples complaints and to fix them, unlike this rip-off company!
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#2 Consumer Comment

consumer reports is inconsistent

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

actually sir, consumer reports says that you should only NOT purchase an extended warranty IF you can afford to buy a new tv, but if you can not then the extended warranty is a good option. keep reading every month (especially the fine print) and watch how often they change their minds!
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#3 Author of original report

Update to Original Posting

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

6 months after I received the TV back from Norman Eletronics we were still having issues. I just didn't have it in me to fight again about the TV until it go to where we could barely see the screen. We would have to constantly adjusted the brightness to the highest it would go and it would always go back done. So I finally called HH Gregg again and Norman Electronics was sent back out there. I have to say one of the nicest people I have ever met came out. He was very informative on what it could be and thought that he could go into the main TV computer and fix it. When he brightened it up there was a line that went like a rainbow across the TV. He told me the only time he had saw that happen was when a particular part was not in the TV. So he went to order the part and I received a call a few days later stating this part was no longer available and they were coming to get the part and have it rebuilt. When the tech came out and pulled the tv apart the part was not there. Needless to say it came back to the last time the TV was worked on it was the same issue. There was never a part put back in there it was just rigged to work. So we ended up getting a credit with HH Gregg and now have a TV that works. So, no I was not expecting to much! All we wanted was a TV that worked!!!!
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#4 Consumer Suggestion

Advice for Kristy, and Thomas

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


Although I do understand your frustration, you are being unreasonable. Your TV was nearly 3.5 years old the way I do my math. How long of an extended warranty did you buy for $499? How long was the manufacturers warranty?

Warranty service is an expensive business to be in, and most stores are getting out of it or already have. This is because the parts are extremely expensive, and take a long time to get. The repair center has to pay for that part out of pocket and wait until they get the new one, install it, and the old one is sent back, then they wait a few weeks, or months and get paid. Maybe.

You were actually lucky to get repair in a few weeks, instead of a few months. My best friend here in Bradenton of 26 years is a Top TV Tech, and I have learned alot about the business from him. There are VERY FEW truly qualified techs out there to do these repairs. My buddy gets job offers every day as there are not enough qualified techs out there to do the work. The operative word here is QUALIFIED.

And, NOBODY provides a loaner of the type you are getting fixed. Nobody.

**Now for Thomas,


That Consumer Reports bit on extended warranties was flawed. Seriously flawed. My buddy here read that and cringed. He deals with this all day long and knows this game inside out. he says anyone who buys a new TV without the extended warranty is a moron. Here's why.

New Plasma and/or LCD Tv's WILL have a major failure within the first 18 months and are not expected to last more than 3 years on average. If you get 5 years out of a new set, you are doing good. And, it is getting worse. Most MFG warranties are now only 90 days. Very few are 1 year.

With the most common warranty on high dollar sets being $500, it is a no brainer.

Lets say you buy a $5000 plasma tv. No extended warranty. On day 91 your screen fails, cracked or whatever. A replacement screen costs almost what you paid for the set new, PLUS labor! Well, throw it away. It's junk.

Lets say your light engine goes out. Some of these are near $1000, plus labor. Even the cheap ones are like $350, plus labor. Well, it looks like that extended warranty paid for itself.

The cheap no name TV's are expected to last no more than 18 months. That is how they are being designed. Designed to fail.

So, you are going to buy a TV that is designed to fail, without an extended warranty? Tha's a fool's move.

FYI..My buddy has been doing this for 23 of those 26 years I have known him, and for the same company. He knows just a little bit more than the fool at CR that wrote that article. Guaranteed.
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#5 Consumer Suggestion

you're expecting too much

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

i'm sorry for the unfortunate situation that you got caught up in. but i cant help but think that you're exaggerating the details of what happened...just like most people do when they're extremely upset about and injustice. and also, i cant understand why you would assume the president and ceo of a company would contact you personally to help settle your issue when they have more important things to worry about. that's like expecting ted turner to leave you a voicemail apologizing for crappy primetime programming! and look...i said all i had to say in just one little paragraph!
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#6 Consumer Comment

No wonder Consumer Reports says skip extended warranties

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

They are high-profit for the stores and you pay as much for the first significant repair as you do for the warranty.... if you do need a repair.

But it looks like HHGregg has a better idea for making profit: Charge for the warranty and do nothing.

Maybe next time get an HD LCD TV. LCD technology was developed for products such as video recorders, digital cameras, and laptop computers. These devices are carried about and subject to some abuse, so the LCD technology was developed to be both robust and reliable.
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