No Response for Insurance Claim

I exchanged a washer and dryer set that was delivered on September 6th. My experience with Best Buy was great but the 3rd party delivery company was awful! One delivery guy, Ignacio, broke the water valves, scraped my wall, yelled at me and called me a "(removed per forum guidelines" to the other employees doing the delivery. Best Buy filed an insurance claim for the incident and I was given a contact name, phone and claim number. I have left 4 voice mails with Michelle (removed per forum guidelines) at Gallagher-Bassett and still have not been contacted for the claim. I have a brand new washer and dryer that is not usable due to the damage caused by the delivery service.

Dear CynthiaF,
When making those large purchases with us, you should have the peace of mind knowing that you are going to receive a world class customer experience in all steps of the process. I apologize this was not what you received. I can attest to the frustration that comes from not receiving return communication.
Typically, you should be contacted by Gallagher-Bassett (GB) within a few business days from the creation of your claim. You should not need to reach out to them proactively; however, I understand your haste in attempting to move this process along. Depending on when this process was started for you, I would recommend giving GB an opportunity to get in touch with you in regards to your claim.
The service you received from our third-party team is inexcusable. You should always be treated with the utmost respect and professionalism; especially when you are hosting us in your own home. Whether it's our Best Buy Delivery Team or our trusted third-party team, they should always be very careful with your new appliances and existing equipment. I have documented this information here at the corporate level.
If you don’t hear from them by end of day on Tuesday, please reach out to me here as I would be happy to look into this for you further. I hope you are able to enjoy your new washer and dryer soon!
Respectfully,
JD|Social Media Specialist | Best Buy® Corporate
 Private Message

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