Customer Ratings & Reviews

The Squad originally installed the wrong Sanus mount (how does this happen) and had to come back to rework the installation. I had to drive 1 1/2 hours round trip to the Naples, FL store to resolve this issue, since you can't reach the store by phone. A manager worked with me to schedule a subcontractor to do the rework; however, the original Geek Squad crew came back and completed it. Best Buy failed to cancel the subcontractor and I had to do that myself when they called and said they were on their way to our house. The Geek Squad left our TV tilted backwards and down on the left side. I had to adjust the mount after getting the instructions from a National Best Buy rep. I also reworked the cables in the back which were draped over the top of the mount. There were hand prints and finger prints on all of the corners of the TV which we tried to clean with Best Buy's cleaner and microfiber cloth, but were unsuccessful in removing some of them and they're still there today. This was a very disappointing experience.

The Geek Squad agents struggled to disconnect the old TV from the wall mount. They completely took apart the old mount and it took them 2-3 hours to put it on the new TV. The mount is an older model Sanus with tilt/telescopic features that was purchased through Best Buy 15 years ago. It was used with a 50in plasma that weighed double my new Sony 75in TV. In the the process they did not install it correctly and now the TV won’t stay straight when you pull it off the wall. They told me the mount fell apart even though I watched them disassemble it. I still have the extra screw they left out. After they had the TV back on the wall they gave me a hard time about making it sit even on the wall. One agent rolled his eyes at the other and tried to hurry out. Although they were both polite they seemed very inexperienced toward mounting TV’s. I prefer to do most projects in my home myself. I am a carpenter by trade and am not afraid to get dirty. I figured I would take advantage of the Total Tech support I purchased in January. Other then the free delivery I regret letting them mount the TV.

This work never happened. The date was changed multiple times. The first due to weather. My frustration is not with the rescheduling, but how the information was conveyed. A phone with a new date. Hours later an email saying I needed to schedule, not reschedule or that there was a change. No one appeared I called ‘oh you need to schedule as if I had no date. Scheduled. Night before confirmation call - wait. Then an email saying I need to schedule. This happened over and over. On the 5th time of waiting, I canceled. The last time the website showed scheduled until the middle of the designated time, then changed to ‘no time scheduled, you need to schedule an appt. Clarity that BB has cancelled not me or taking responsibility for the changes would have done a great deal to improve my attitude. Like the first rescheduling. Instead after 5 times of being told I had no appointment and need to schedule, I asked for a refund. It came quicker than anything else.

Due to failure to follow customer 's instructions for removal of old heavy Wega TV,and lack of RCA/HDMI conversion kits it took 2 weeks for installation with 4 techs.

The agents mounted the TV but did not connect it to my remote. Consequently, I do not have Apple TV and I find the interface clumsy and ineffective.

I had an unusual circumstance and confirmed with them at the store when purchasing the tv that installation over a stairway would not be an issue. I confirmed with them that the installation team would be made aware of it so they were not surprised upon arrival at my home. Sadly, they did not know about the unusual circumstances, and therefore would not complete the installation.

Installers did not clean up work area or leave TV and sound bar manuals.

If possible would provide a lower rating. Had problems with TV connectivity immediately after installation- Best Buy was not available with protracted telephone holds and poor service. Finally reached customer service (actually lack of service) Told to contact store manager but all calls routed to a central office (likely in a third world nation). Ultimately needed Verizon (at acost) to fix problem as installers forgot to connect TV box with power. Now dealing with Better Business Bureau.

Terrible customer service. We booked 3 tv mounting appointments and the Geek Squad never showed up. We booked 2 Online and a 3rd one by going to the South Tampa store to book it in person. The rep at the store was apologetic and said the tech will definitely be there this time. Waited all day for the tech. Got emails that they were coming but never did. No call or text that day or since. Now I will spend even more time calling for a refund. Still have a tv in my room that I have been unable to enjoy for over a month now. So ridiculous.

I was pleased with the demeanor of the installation crew and trusted them to do a good job. Unfortunately, I discovered after the TV wall mounts were installed that they had done a poor job. Who would expect that the wall mounts would be placed in such a way that you would not be able to use the internet and power outlet just because I had told them the TV would connect to WiFi?? The least they could have done was to have checked with me before nailing it in…

Nice work, clean and professional. Did not connect sound bar to the TV

Agent was late, did a good job installing tv in a cabinet with little clearance. Little explanation of smart. Tv capabilities.

Clearly it was this young mans 1st install, not as impressed as qe were with David who set up our computer.

The gentleman mounting my TVs did a good job overall but was rude on one occasion when I tried to tell him something and he tried to shut me up.

They have not drilled holes first before fitting the big screws. Directly drilled bigger screws and from what i recall at least one screw went sideway but later fixed after mentioned. One would be better off doing on own if have the right tools.

Very professional and quick. They explained the entire process.

The 1st installer did a great job. I am trying to save on effort here. The install for the sound bar and both techs did more damage than good. I still have not been able to get the surround sound to work. After screwing up my tv the earliest you could get here is just over a week to fix it. I wish I could tell you what I honestly think.

I was expecting a 2 man geek squad team , but what I get instead ? A 3rd party contractor that did not only leave my 70' tv crooked but not in the center of the room. I had to call bestbuy for a redo and had to wait 3 weeks for the redo. Lady from geek squad confirmed that she will send me 2 man team but guess what ? A day before the promised redo the same contractor calls. -.- bestbuy dropped the ball on this one I shouldn't be paying $200 for installment if I have to help a 3rd party contractor unload and mount it on the wall...

Attached bracket to wall but didn't want to install the molding. Did move coax cable higher on the wall but just sticks out of bare wall.

Paid extra for a brick fireplace installation — $329 total. The installer said he was very familiar with full motion mounts then proceeded to drill extra holes in my brick trying to center it, but when he was done, it was still off by two inches. I didn’t notice it until I pushed the TV back to its closed position. When I called the installer the same day, he said he was too busy to come back to fix it, either that day or later. Really? Now I’m afraid that they will have to drill more holes in my fireplace to center it which is a non-starter. Obviously this installer knew nothing about full motion mounts. If he had taken the time to read the installation manual for the mount, he would have known how to do the simple math to center it. I sent in a negative review to the Geek Squad, but have yet to hear back. Very dissatisfied! Don’t do it. I’m still waiting for a response...