Customer Ratings & Reviews

Security cameras were professionally installed and instructions for use was explained very well.

No show no call. Wasted time off from work........

Agent was very nice and went about the camera installation seemingly with knowledge. The only problem, after he left , outside we noticed holes in our house siding where the outdoor cable enters into the house was damaged.

A third party installation company came out the day before to check out the problem that we were having with our outside cameras. They came out on time that day and seemed to be very knowledgeable , told us what they thought the problem was and said if we were to get the supplies that they would come the next morning , which they did. I should also mention that they were also installing a ring device on my front door. The person that was in charge( AL) had also discussed with me about getting covers for the camera to conceal something bec the camera system was going to be different and I would be responsible for the cost of the covers which he did not mention what it would be. He said he would pick them up.My fault for not asking about cost..So as I said before 2 people arrived on time , one of them not being Al. (dissapointed) . 4 cameras were installed, 2 of them looked great, but the other 2 were installed where the wires were fully exposed and if I had not questioned it , they were going to be left like that. When questioned , the men called Al, who said it would cost me 150.00 to have the wires covered. I paid it. So 1 of the guys went to the truck and found/ made the 2 covers. Which they installed in about 15 minutes.Don’t think the 2 covers were worth 150.00. Who would install cameras with wires exposed.? Yes , AL spoke to me about the covers he did not make it seem like they were very important. I did not know that the base of my old cameras were larger than what was being installed so therefore I needed a cover to carry those extra wires exposed. Felt way overcharged by this 3rd party company.

When the installer arrived to install system, he stated he will NOT go into attic! I was told the contractor would install wires in the attic and ensure cameras be installed and the phones apps. I called to cancel my appointment on line however stated order was in process and could not be canceled at that time. I called Geek Squad and told the individual to cancel she said she would contact the CONTRACTOR to cancel. I guess as of 9/23/24 at approx 1050 hrs it has not been cancelled. Please cancel the order and return my payment.

The low star rating comes with some necessary explanation. It did not seem like the site survey and the subsequent third party installers were in sync with capabilities and challenges. Site survey never looked into the attic for any issues and suggested it could be done. That ended up being true, but the install was extremely complicated because of our house construction. It was a 10 hour install, with numerous complications, they all got resolved, but because of the lateness, it was unknown that one camera's infrared(of 8 camera's) was not working and another was/is extremely grainy. We put in a call in the next business day and was tossed around the phone system, got someone, was disconnected from them and then got to Jonathan at the Vallejo store and he did what seemed to be what was necessary. After over a week I followed up and the person I got on the phone told me I'd have to go into the store. Went there and Jonathan was actually the one helping me. It was extremely difficult for him to get the information he needed and he was great tracking it down and that took well over an hour, but it finally got settled. I would suggest advisement that the product should be delivered vs. taken out of the store by the customer as that complicated the process. Essentially, it ended up being a refund of the unit and a repurchase so we could get 2 new cameras, with the idea that 2 camera would be replaced and a "whole" 8 camera unit would be returned with 2 bad cameras. Was told we'd have someone out the following Friday, but the email we received showed Monday and with a cost, We had already paid near $1,200 for the unit which included $800 for the install and $100+ for additional cable required at installation. The person showed up as originally thought on Friday and called to correct the process that had an email to me for Monday (cancelling it). Fixed the Infrared, but not the grainy camera, so he (Fred) called the product creator (Swann) and he did all the troubleshooting they could do (different channels, camera's, wiring, etc. and nothing changed. Pictures were taken and we are now waiting for Swann to analyze and see what might be happening. Fred and Jonathan did excellent jobs as did the third party installer, but it has been a chore and it is still pending total resolution and therefore the 3 stars. I will say "no" to would I recommend this to a friend, but the answer is really "maybe".

The two installers were courteous and polite. I admire the patience of the installer who had to crawl around in the attic in the Florida heat. Unfortunately, they didn't explain all the functions of the system after they were done. They didn't bring long enough cables initially and the set up took a long time because they had to get more cables. I wish Best Buy would equip their installers with the correct material and give them cables that are long enough. You can always shorten cables! It would also help if the sales reps would be more in tune with the installers. The sales rep wasn't very helpful with choosing the right system. They just want to dump the systems that will be discontinued soon. They should also inform the installers about the conditions at the installation places in regard to material etc. Best Buy has terrible internal coordination between most company divisions.

The installer did a great job. The reason I am not giving 5 stars is because of the hassle that Geek Squad put me through. On the original schedule date, the installer did not show up. He did call, 4 hours after the scheduled time frame had expired. He told me that I would be scheduled for the following week, but when that date came, no one came and I was on the phone for hours trying to get it resolved. I was told that I would be scheduled for two weeks later, but once again, I did not get any notices or communication from Geek Squad. I would call again, and be told that I was never scheduled. Finally, after over a month of frustration, my installation was scheduled, I was getting updates and the installation was done to my satisfaction.

On November 13, 2021, I had a scheduled security camera installation at my home between 7:00 am - 1:00 pm. I decided to call Best Buy approximately at 12:00 noon to follow-up on the estimated arrival time. An associate on the phone advised me that they have reached out to the assigned technician and the technician would be calling me. Sometime later a dispatch at Mandra called advising me that the technician was in route and the new estimated time would be between 2:00 - 3:00 pm. When the technician (Ruben) arrived, I was asked where I would like the cameras installed. I showed him where I would like the cameras mounted on the outside of the house. At that time, I was asked where the NVR box would be placed and if I had the product. I replied that I had the product and we proceeded inside the house where I showed him the bedroom where the NVR box would be located. He asked if we could step outside where we could discuss the install. As we were outside, the technician advised me that he did not have the proper ladder to reach the attic and that this project was a two man job. He asked me if I would reschedule for the next weekend because his buddy was out of town and he needed to borrow the ladder to reach the attic and that this project was a two man job. I mentioned that I was under the impression that the installation would be done the same day as my appointment. He said this project is an all day job and that has two other television installations to mount ahead of me. He started to explain to me if I would cancel my installation with Best Buy and that they would refund my money and that he would charge me cheaper to install my cameras with his buddy the next weekend. He asked me how much was Best Buy charging me and that he would charge me less. I told him that I was not comfortable giving him that information. He then asked me if I was a Best Buy member. I told him that I want a professional job and his way is unprofessional. He said, "Well you have to call Best Buy and tell them that I can not do the job because I do not have the right ladder and that it is a two man job." I called Best Buy and they told me that they will have to reschedule. I reported to Best Buy that this incident took place and that I was not comfortable with the situation. I requested for a new company (3rd party) to come out next time. They assured me that they would send someone else. I told them that the technician was still at my house and was worried about how he would react to me reporting this incident. The Best Buy specialist assured me that they would tell him that we are rescheduling that way he could leave. So they called him and he left and I was told that I would get a call back which I never got a follow-up to make sure that the situation was handled with my safety concern. I called Best Buy on Monday to ask for an update. I explained the situation and was informed that a complaint was being filed and it was being escalated to corporate and that I would be receiving a call within four hours, which I never received. At that time, I was re-scheduled for Wednesday, and I took the day off work to be available between 7:00 am - 1:00 pm. (the technician was running late again), so I called Best Buy to ask why the delay and they told me that they were looking into it and that I would be receiving a call from the installation team. I received a call around 12:30 pm from the technician Alexander (Alex) requesting that I bear with him and that he had three other television mounts to install at three different locations and that he would make it to my house between 5:00 - 6:00 pm. He arrived at 5:30 p.m. At this time, he requested that I show him where I would like the cameras installed and that he was already aware of the previous technician. We proceeded inside to locate where I would like the NVR Box placed and which bedroom. I showed him the WIFI Modem at the front of the house and how I would like the ethernet cord to be installed behind the wall leading to my upstairs bedroom where the NVR Box is located. He stopped right there and said that I would need to contact Spectrum to relocate my WIFI Modem upstairs and next to the NVR Box. I mentioned the reason for the WIFI Modem being at the front of the house was because Spectrum advised that it needed to be closest to the center of the house. The Technician said he can't install the ethernet cable to the NVR Box but that he would mount my cameras and call it completed. I said, "I do not feel that is a 100% complete job, because the camera system requires connection to the modem in order to have remote access from the app on the phone. I then called Best Buy and explained the situation. They told me to tell the techinican to do a 100% job the way I wanted it and that I would not be charged extra and that Best Buy will handle any extra fees and I will not be charged any additional fees. At this time, we were standing outside with Alex and his buddy Ruben which was the technician from the first appointment and was the one that would be helping him. I stepped inside to call Best Buy and I explained the full situation and they were in dismay. They told me that they would reschedule and investigate the situations. Best Buy advised the technician Alex that it would be rescheduled. During all this, Alex had ordered pizza to be delivered to my house because he said he had not eaten lunch yet. So they ate pizza infront of my neighbor's house with one their trucks blocking half of my neighbors drive way. This whole situation was very unprofessional. They did not leave until 8:15pm. I called Best Buy back when he left and they told me that they were escalating the matter to corporate and they would contact me within four hours and I never received a call back or a response. On Monday, November 22, 2021, I received a push notification from Best Buy stating that my order was cancelled and that a refund was being processed. I tried calling Best Buy to request the status of the issue. I explained that I never cancelled the order and Best Buy told me the computer system did it automatically on its own. I requested to speak to a manager which the Best Buy associate told me there is nothing that any associate or manager can do. I explained that I should be compensated for all my troubles on top of my refund. I felt I was rudely responded to and was eventually hung up by a Best Buy associate (George) around 4:30 pm on November 22, 2021. I then drove over to the Best Buy location in Rancho Cucamonga to explain to Customer Service and explained my situation to the manager Ignacio which was very understanding and professional. Also, after I spoke with Ignacio and went walking through the Best Buy, I was towards the back by the televisions and Alex popped out of no where saying, "Hey, hey, what's up man, your not here to drop a dime on me?" He was referring to reporting him for the situation that happened at my house. I then went back to the front to let Ignacio know that the technician was in the back and explained the encounter. This whole ordeal was very disturbing. I am not able to express how disturbed I am with this matter with an ending because these situations I have encountered with Best Buy have not ended. This is only a partial explanation of the situations that have occurred. I feel it is already more than enough for a proper investigation and full compensation of all amounts in this transaction. I have purchased a Lorex security system, advanced wired cameras installation, and a total tech membership. Which I believe has been the total opposite of a preferred membership customer. These request are in good faith for my time, mental well-being, and physical commitments. If Best Buy wishes to show their efforts to show me that I am an important customer. I may feel relieved of all these hardships are accommodated in good faith. Please consider the importance of customer service. Juan

The first consultant from Geek Squad forgot their name came to see what how and need to do. Since my husband did most of the work installed the wiring into the ceiling it will take about an hour. They told me I will receive an email to set up appointments to do the installation. At the mean time the two consultants went back to their office talked things over with Micheal who is another consultant about our swan product we got refunded most of our money back due to that my husband did most of the installation work. This is how HONESTY!!Best Buy your the greatest!! I got an email to set an appointment for installation. Did it online can’t get through so I call. This is where it SUCKS!! customer service answer my call explain the situation put me on HOLD for 5 mins comes back I have to transfer you to entertainment dept. whoever answer I explain the situation again on HOLD for 15 mins she said found your record trying to book for installation can’t right now cause due the appointment system she can’t get in told me she’ll call me back once the system works. I told her okay. I waited for two days no call so I email to Micheal our consultant explained the situation he email to whoever He said he too have to wait for answers. It took about a week to set up an appointment. Beware it will take about 2 weeks to set up and Beware it take sometime for them to find your file in the computer. Finally day of installation we had Darin and Matt they installed and adjust the cameras connect the wires to the dvr box. Darin set up the Swann DVR box something is wrong with the DVR we got pictures. Darin contact his boss. His boss told him to tell us to contact Swann Technical support. I told Darin no way Swann technical support SUCKS ( we had previous Swann they ain’t no help in solving problem) that’s why I went to Best Buy if anything wrong with my product I know the problem will be solved. The other solution is swap the DVR with box. That will take about a week so I said do it. Last part the new DVR came in Darin and Matt back with the replacement and it work. Darin teach Keith setting up with his iPhone to the cameras. We are so glad we have updated our security camera’s . THANKS to Micheal our security camera consultant the 2 Filipino guys ( I’m so bad can’t remember their names) and Darin and Matt.. THANK YOU!!!

The installation of my 4 Lorex security cameras was nothing special. I was told that I would receive a phone call from the third party installer the day of, or the day before the installation. I was hoping that the phone call would be the day before the installation due to the service agreement I received from Best Buy being ambiguous at best and when I called the Geek Squad for clarification, I was told that I would have to talk to the installer. The Geek Squad could not answer my questions. The phone call came but it was 30 minutes before the installers' arrival. Upon arrival the installer stated he could not run the wires down through an exterior wall where I wanted the monitor to be. He stated that I should get an electrician to do it because he did not have the correct tools to do it. So I had to settle for another location that was less desirable. Secondly, the installer stated that he could not place one of the cameras where I wanted it due to the 100' wire that I purchased being insufficient for the distance to where I had to place the monitor. I insisted that he try and he reluctantly did. It turned out that he had about 10 feet of wire left over. The installers also neglected to take the protective film off of one of the cameras prior to installing it . On a positive note, the installer did spend a considerable amount of time setting up and programing the cameras and the monitor, but could not assist me on setting up the app for my mobile device to monitor the cameras. This was due, in part, to a feature on the mobile device, which was needed to set up the mobile device, he could not find. In conclusion, this is the second time that Best Buy has asked me to critique the Geek Squad and the installation of the Lorex cameras that I purchased at Best Buy. This critique is the same as the first; disappointing for the amount of money it cost for the installation of the cameras and the installation was nothing special.

All wires are not concealed also its damage to my vinyl siding and wires hinging in front of my house this is to much money for a job to be done like this

While scheduling the camera installation was a lengthy process and took multiple calls which was painful, the installation of the wired cameras went well. The installation was performed by a third party hired by Best Buy and they did great work. They took time to make sure it was done correctly and wired properly. The installation took all day due to the number of cameras - 10 total. The only item that could have been improved is if there would have been more time or a separate time to go over additional settings of the system to ensure we are using it to the fullest. Overall, impressed with the installation other than the initial calls and visits to schedule it.

Horrible experience I am so upset I paid to have 12 night owl cameras installed and the first date that they gave me they called me the day before and said they could not do it and I had to reschedule after I took a day off work to be available from 7am-7pm. Then they gave me another day a week later and they showed up and told me they only have a work order to set up 4 cameras. I was so upset calling got me nowhere. The guy that came out was so rude and I told him that I wanted to speak to the supervisor and he go in his truck and called them and then told me that his boss told him not to install the cameras. So I called the company that came out they came back and told me that if they were to install the 4 cameras there work order would be incomplete. I ended up returning all the cameras to Best Buy and just saying never mind because that was nonsense and I have never had this experience at all with Best Buy. Very unhappy paid more for installation then I did the cameras. I will have someone more professional come out and put in my cameras. I rather pay more money than deal with this.the sad part about it that it wasn’t Best Buy it was the 3rd party company that they contracted out to install them. Calling Best Buy was also a headache and waste of time they did nothing. I wish I could give them a negative 5 star

This was a joke. We paid over 700 for them to come and just change out cameras. They get here and tell us they cannot get on ladders, are unable to install one on the end of the house because its over 6 ft off the ground. They changed out the other cameras and added one just above ground level, and hooked the 6th on a corner stone (still a joke) and left. This is not professional service and the costs are not at all proportionate to the work or the workers. Better to call a private guy who knows what he is doing. Forget the geek squad.

The person doing the installation never showed up in the time frame specified, nor did they bother to call to inform me they were not coming after all. After talking to customer service, they too could not get in touch with the installation person to reschedule service and left a message for them to contact me to set up another appointment. After three days I called customer service again and they setup an appointment for two and a half weeks after the original installation date. Called another company and job was completed before Geek Squad was supposed to come again. Cancelled service and got a refund. Very bad communication, bad customer service, would not recommend

I contacted Geek Squad to have 8 POE Cameras installed (Ethernet cable ran and cameras mounted) I explained to the call taker of what I needed done. They said it would not be a problem. They quoted me $1,299.00. For max of 8 cameras. I asked the call taker if the installer would provide the Ethernet cable at the price or if I would need to purchase Ethernet cable for the install. The assure me that the installer would have the cable and there would be no upcharge. Now comes the install date. The installer was a sub contractor. That’s no problem at all the guy was on time, friendly and quickly got to work. Problems #1. After explaining where I wanted the cameras (none were above 1 story) he asked to use my ladder because his wasn’t tall enough. #2. He asked if I had Ethernet cable. I explained to him that the call taker said he would bring it. He called his boss. At which point I learned Geek Squad was wrong and they do not provide cable. Luckily I had 500’ sitting in my garage. ($300 more dollars) #3. This was a 2 man job so I had to help the installer for 5 hours install the cameras #5. Since the installer doesn’t do the software portion of the install I had that task to complete after he left. After calls to the camera company and Geek Squad I found that the installer connected the RJ45 connectors and wires wrong. After about 2 hours of removing each camera and putting new connectors on the cables I was finally able to get my system up and running During this 2 week headache of trying to figure out why my cameras weren’t working I called Best Buy/geek squad multiple times the best they could do is send me a $130.00 Best Buy gift card. Worst customer service experience I have ever had. Definitely a call center over sees and some of the call takers struggled with English I would not recommend Geek Squad if you are wanting your cameras installed.

Abysmal experience, I have been on the hook trying to have a 4 camera exterior home security system installed for approximately 2 months now. In that time my and my fathers cars have been broken into and we likely could have had footage if best but had done their job competently. For starters i tried booking the appointment over the phone which wasnt unpleasent, however i was told that my appointment was booked and payment taken then i learn the day prior to my appointment, because i called to confirm, no one ever made the appointment or took any payment. 2nd attempt i went into the tinley location where i very specifically stated the desired installation service, that being the 4 camera cctv install, to which the workers booked me and charged me for a single flood light installation which i did not learn of until the day of the appointment. The last attempt ive made with this service had me go bact to the tinley location to correct best buy yet again for them to FINALLY book me for the correct service and be charged the correct amount of money only to wait for the servicer on the day of the appointment to tell me he cant do the work because its out of their scope/capability. Why bother offering the service at this point. I am wasting no further time on the issue, getting my refund, and never reccomending a best buy install to anyone.

This service to install security cameras was not completed. The technician that showed up made it clear as soon as he arrived that he does NOT do this type of installation and he has no idea why Best Buy sent them out (as third party contractors) to do work that they are not equipped to do. I contacted Best Buy while the technician was still at the location, they spoke with him on the phone and promised to have a qualified company out to complete the job. After a couple of days and wasting my time on the phone with Best Buy not being able to get another company out to install the cameras, I requested a cancellation and a refund. I was assured that the refund would be taken care of as it was being processed. I followed up several times regarding the refund and was provided with further assurances that the refund was being processed and that it may take 1 billing cycle to complete. It's been several months now and the refund is still not processed despite the assurances. The CC company has opened a dispute and that too seems to be going nowhere. This is the most horrendous experience I have had with any company and is just abysmal on the part of Best Buy. Best Buy should be ashamed by this type of customer service or lack of customer service. I'm now engaging an attorney to address this problem as the lack of response, failure to issue the refund, and general indifference after my numerous efforts at resolution cannot stand.

I've had many items installed by Geek Squad and have always been very satisfied. I only gave 3 stars because item was not installed. They reported that because of the roof line they couldn't get in the attic to put wires. Maybe that's true but it was a big surprise as that had never been mentioned that that was a possibility. Also Electrician was able to get in attic to do wiring. Makes you wonder. Yes I would still use Geek Squad again. Just very disappointing.