Complaint Review: The Good Guys

This is a copy of my letter to the BBB


January 4, 2002
Dear Better Business Bureau,
On March 3, 2001 my husband and I purchased a 65 Mitsubishi TV from
The Good Guys. The Good Guys address is 664 Southland Mall Hayward, CA 94545
Phone Number is 510-887-7600.
Here is a list of our purchase.

T.V. $2599.99
5yr Warranty $ 450.00
Delivery $50.00
Tax $ 218.40

On March 3, 2001 at the time of purchase we were told a Delivery would be made on March 5, 2001. Between 11am-3pm. It is stated on the receipt. 3:30pm came around no delivery. We called and they could not make it. Next day they delivered the TV. We lived on the 3rd floor the TV was unable to fit in the Elevator. So four men carried it up the stairs. One of witch was Victor Morales (our salesmen). While carrying it up they broke the bottom side panel. It is cracked all the way through. We have called Good Guys. Wrote letters to the CEO. Talked to every manager possible. They have not tried or even cared to resolve our problem

June/July 2001 after hours on the phone Good Guys sent a repair man out to our house. The Good Guys knew what was broken as we talked to them for three months on the phone. They were suppose to send Furniture Med. But sent a basic repair man out. Why? I don't know.

Finally in August 2001 Good Guys decided to come out finally. They sent the right company Furniture Med. The repair man looked at the TV and said he had to order the part. We Never Heard From Them Again!

My husband and I make about $450.00ea. a day, we have taken off an extra day for delivery and 2+ days because they broke it.

Then in December 2001 my husband and I were moving. We contacted the Good Guys again. After days of negotiations with a manager named Stephanie ( Hayward) they came to a conclusion. The Good Guys would bring our TV down and my husband I would transport it to the new house. Along with this they would fix the break that has been there since the delivery witch took place 10 months earlier.

When the day came to move the TV the movers took it apart. They then carried it down piece by piece. When it came to putting it back together it was done improperly. The screen is falling off. We noticed it when we got it to our new home. As soon as we saw the it we called Stephanie AGAIN! She was going to call us back and we have not heard from her. It has been almost 1 month.
You can see from there record that the are NOT The Good Guys. I am disputing my credit card charge the TV was placed as it was a finance plan. This dispute is almost a month old. I bought a $3000.00 TV. It is falling apart.

Thank you,
Aimee Majdoub

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