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Call Kurtis: Hot Over a Faulty Fridge

SACRAMENTO (CBS13) ― "I have to go out here, down the step" Stella Bussey says as she navigates the three steps into her garage.

It's a painful routine for Bussey; steps and arthritis don't mix.

But she has no choice.

It's where the fridge is, the one that works; the new one is in the kitchen.

"If it worked I'd love it. Right now I'd just like to kick it out the front door."

Stella bought the new Whirlpool in March at Best Buy in Stockton for $2400.

Since then she's lost lots of food

"Everything was frozen" she recalls while looking at a near-empty fridge.

Stella says after retelling her situation time and time again, she's giving up.

"And I would get so highly upset. I said you take it Jon. I can't do it anymore. I can't deal with these people."

Jon's her son, and "these people" are customer service reps from Best Buy.

They've called countless times to get their fridge fixed.

"Two, three, four, well right now we're on the 5th page of an ongoing timeline and there's no end in sight yet."

They've had a repair tech out twice and had parts replaced, but temperature problems persist.

So does inconsistent customer service.

"Well they're supposed to call me back on the 27th, they didn't call, I called them … I've had to call them. They don't call back and inform me … they're supposed to call me back on the 2nd they didn't call. I called them."

Another return call from Best Buy failed to happen again the day before we met with them.

"I'm to the point I don't know what to do. That's why I said let's call Kurtis."

And she did, and then we contacted Best Buy's corporate relations office.
They assured us they would look into Stella's case and resolve any problems.

That was a Friday.

That following Monday we got an email from Best Buy stating "I've had our service management reach out directly to the manufacturer providing this part and they will be shipping this directly to the customer as well as contact the customer directly. We should have this completed shortly..."

This time Best Buy follows through and calls her.

They tell her the part is on its way and will arrange the repair.

Then another notice – a replacement refrigerator was on its way.
Stella hopes their promise isn't as empty as her fridge.

"I have run out of patience. It's been too long."

We will stay on top of it.

If you have problems like Stellas, keep the lines of communication open with the retailer, keep detailed records, documentation, and your patience.

If none of that works, file a complaint with the California Department of Consumer Affairs, Bureau of Electronic and Appliance Repair (B.E.A.R.).

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