Best Buy West Paterson

Worst customer service i have ever dealt with from a retail store!

In March 2025, I went to this Best Buy branch to have the automatic start and interior security system (camera) installed in my vehicle. I chose Best Buy because they are a large company, supposedly guaranteeing reliable work and exceptional customer service, but in my experience, that wasn't the case. It's now March 2026, just one year after the installation, and my 2021 car with 76,000 miles has stopped working. I went to the dealership (Toyota), and they told me that having the system installed through Best Buy voided my warranty. They assured me that the connection was the cause of the damage to my vehicle because it was done incorrectly, and the internal wires burned out. I immediately contacted Best Buy to request an assessment of the damage and some kind of warranty for their work. Julio (an Autotech customer service representative) answered the phone, but he simply laughed at me and hung up after I explained my situation. I called again and this time Fernando (another Autotech customer service representative) answered. I explained everything that had happened again, and apparently he was going to formally file a complaint for me with his supervisor, Walter. However, when I asked him to email me a copy of my complaint or give me my case reference number, he simply sent me an empty form, completely blank. I asked him if he was going to send me anything else or if that was all, since the document was blank, and he replied, "That's all I can do," and hung up on me. I called again and this time spoke with Diego Samaniego (another Autotech customer service representative, who also wasn't very helpful, but at least he was attentive and helpful). He recommended that I go directly to the branch where they installed the system and see if they would help me. I've already gone to this store in person twice, and no one was willing to help me. They just kept telling me to talk to him, or to him, or to the guy over there, and so on until I got desperate because the repair cost is $10,000-$12,000 according to the dealer, and the car was in perfect condition before all this. I demanded to speak to a manager, and they told me he wasn't there. One of their employees, Juan Olivo, "recommended" that I come back the next day and walk through the entire store, without speaking to any employee, to the employee area where the technician who does these installations is, and "take him" to the dealer so he can check my car, which I consider a total lack of respect. Because I'm not stupid, and I clearly can't just walk into an employee-only area when I'm a customer and "take" someone... I asked if he thought it was appropriate to joke about it like that, and his response was, "Well, that's the only way I can help you, and if you don't like it, that's not my problem." Yes, the customer service is terrible. They're disrespectful, they made fun of my situation... I called the police because I feel ripped off. Basically, the installation took a year, and now my car is completely dead; it won't start. I've already spent money on a tow truck, and I've taken several days off work to go there in person, only to be met with no one who will help me or offer any kind of solution. Finally, someone from the store helped me by contacting the manager, John Mc., who scheduled a meeting for me tomorrow. I hope we can reach a reasonable solution, because in addition to being stressful, it's also been frustrating dealing with the bad attitude of almost all the Best Buy staff, both on the phone and in person at the store. I'll update my review if necessary. (I have proof of everything I'm saying)...

Excellent service and very attentive.

Buena atencion