XpertAV Premier Installations, LLC

"Unfortunately, since we do not charge trip charges, we have a 1 hour minimum charge for diagnosing system issues. It speaks to the quality of our service that we were able to identify the problem quickly and institute a solution that solved that problem."

"Thank you very much for your kind words. It was a pleasure serving you."

"Thank you very much for your kind words. It was truly a pleasure to be of service."

"Unfortunately, some customers cannot be pleased entirely. In fact, this project took a month to complete because the customer continually changed the scope and added to or changed what was originally designed. Initially, he did not need the secondary amp, but when he added additional locations we changed that to include his existing secondary amp as well. Then, it took him some time and additional trips to his home to help him get used to the universal control app solution that he wanted, as he impatiently pressed buttons in rapid succession without waiting for each command to take place. This caused things to get out of sync. He called us out for service once because he stated that his TV was no longer working with our system and he could not control it with the remote. Upon arrival we found that his HDMI cable to his TV had been stretched too far and broken when he rearranged the stand that his system was installed into. Once the cable was replaced everything worked properly again. He also complained about a change of labor price when he changed a simple TV mounting on his patio to a motorized mounting with new power location that lowered and raised his TV when in use. Finally, he wanted a refund for a 50' HDMI cable that we never charged for. He stated that it was charged to him on the original equipment invoice, and I told him I would check on that. When I reviewed the invoice, he was never charged for the cable. When I explained this to him, he got very upset and stated that I "told him I would refund it." I reiterated that I told him it would be refunded if he was charged, which he was not. This customer was very difficult to work with and continually challenged our team on everything we were doing and then complained about things that were not related to our work. Apparently, this review was his answer for not receiving a refund. Please note that he is not complaining about how his system functions."

"Customer called us out to install his new system, after we tried to talk him through it over the phone, because he was having trouble with the connections. I explained that we charge $199 for a service call with 2 techs, because a large TV was involved that we would have to take it down and remount. This charge includes up to 1 hour of labor. I explained that I did not want to charge him this, so we tried to sort it out over the phone, but he got very confused and asked that we just come out and fix it. Upon arrival and after taking the TV down and evaluating all options, his old TV was determined incompatible with his new equipment, as he was attempting to use a soundbar that only had one input and one output, and he needed 3 devices connected. There was no way to connect all the components to either the TV or the soundbar, and the Soundbar did not have an optical audio input. He simply needed a new TV. We re-mounted his old TV. We were on site for 35 minutes. As he states, he bought a new TV and it worked as we stated, which shows our diagnosis was correct, but we had to charge for our service c all with 2 techs."