4 SECURITY & SOUND INC

In reference to Ms* *** reply to complaint ID *** Ms*** indicated that everything is working fine and we are glad it is working. We did replace the processor at no additional charge and feel that her bills need to be paid. We will not be reimbursing her for the work we did and the trips we made to her location Her bill needs to be paid for work done.
Revdex.com*** ***
* *** * *** ***
*** * *** **
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Dear D*** ***
As a service to your business, this letter is in regards to a consumer complaint submitted to the Revdex.com about your business on 9/9/4:53:PM by *** *** and assigned complaint ID ***
Your customer has rejected the business' response. For your convenience, a copy of the customer's response is below To expedite this matter, please respond back to the Revdex.com within days of receiving this notice
In the Revdex.com's experience, the following tips often help foster trust in a business:
* Acknowledge customer concerns
* State the facts as you see them and avoid emotion
* Explain the actions you have taken to resolve concerns
Please understand that the customer's dispute and your response could be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this customer. The Revdex.com may redact the dispute of your response to protect privacy rights and to remove inappropriate language
If you have any questions, please contact us at *** between 9:a.mand p.mor by email at c***
Regards,
*** ***
Dispute Resolution, Ad Review
*** *** ***
MESSAGE:
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute. After reading the rebuttal from *** ***, I realize he did not respond to the picture of my remotes showing the numbers can be seen very clearly on my RTI remotes. He also did not respond to the invoice from Universal Electronicsthat showed no mention of my RTI remotes (that he claimed were written on the invoice) We are supposed to be truthful during this Revdex.com complaint and I would like answers to thesequestions. I would be willing to forget the $265that I paid him after already making the full payment of the RTI installation and not having the system work. If he will waive the additional two invoices I am willing to close the complaint Business ethics are important in order to succeed. Thank you,*** ***

This is our
response to the complaint filed by [redacted].To begin, we
were called by another company to install customer’s old RTI remotes – she did
not like the other companies new touch screen remote, which was a really nice
remote.  She brought her old remotes with
her from one...

location to this location.We went out on
1-14-15 and reprogrammed her RTI remote and processor customer had in the master
bedroom and added 2 emitters.On 1-29-15 we
went out again to Program RTI remote – did not charge her for this trip.On 2-5-15
added antenna and XP3 to living room, showed customer how to operate
system.  She was very happy with her old
remotes.On 2-26-15 the
TV in living room had no signal.  Customer
has 2 remotes for living room system. 
One for living room and another for whole house.  Showed customer again how to operate
system.  Says she gets it this time,
wrote down instructions. Emitter hanging off of TV, put back on. Did not charge
her for this visit.On 3-11-15
went back out as remote had quit working again. 
Did not charge her for this visit. 
Checked system and works great. 
Set TV up on customer’s WiFi.4-6-15 gave
customer instruction again on use of the remotes and hand wrote instructions
for her.  Customer signed the invoice
acknowledging agreement to pay – reprogrammed remote.  She has not paid this $97.50.  NOTE: 
TV had been taken off wall for the fireplace to be redone.  Put emitter back on TV.  Set up Netflix and showed her how to operate
again.6-16-16 Changed
programming again at customer’s request. Problem appears to be with the TV. Hooked
up [redacted] worked fine. 
Showed customer what was problem with her TV. Customer advised she took
the TV in and was told it was out of warranty and would have to have a
technician come to her home to repair the TV.8-20-15 – We
replaced the XP processor and put programming back in as when customer turns
off it locks up.Misc notes: The
spring/summer time we had a lot of storms. 
This most likely has caused problems with electronics.  Customer complains about AT&T box going
out a lot.The TV was
taken off the fireplace and when put back the emitters were hanging off the TV.Customer is
given price before job started with customer approval before start.  Customer called office to schedule, customer
given trip charge and hourly rate before technician is sent to job site.The customer’s
old remotes are so worn that some of the textile buttons cannot be read.  This customer has not been happy with other
company new remote and wanted her old remotes. 
Further, she has complained about everything other company did and now
us.NOTE:  Ms. [redacted] had another company coming out before
the time we were coming out, on 1-14-15 to check programming and make changes
for easy use, on 3-15-15 to hang TV, on 7-29-15 to re-hang TV and check out to
see why TV will not come up with video. 
They believe it is the old remotes causing all the problems.  That’s what the invoice shows.We have talked
to the other company and got the invoices they have.  The only one that was charged for is the
re-hanging of TV on 7-29-15 for $130 and it shows please bill.Ms. [redacted]
owes us $197.50 for services rendered, which she has not paid.  Some people you can’t make happy no matter what!  I’m sorry for this matter but we can only do
what’s right

RE:  Complaint [redacted]   We will be willing to waive the charges to Ms. [redacted] for her closing of the complaint.  [redacted]
[redacted] Fax:  817-457-0710

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
  This letter is lengthy as has been the time I have dealt with this issue. I am sorry for this. I am sending you pictures in a separate email regarding remotes and invoices.   I am writing to respond to the letter filed by [redacted] regarding my complaint.  I will try to go point by point if possible and follow his letter.     I did use three year old remotes which are in good shape and working well.  Regarding not wanting to use the remotes from the other company, they asked me to try them out and felt I would love them.  I had had eye surgery and could not see well. I struggled trying to see the pictures on the remotes to use them.   I knew my remotes from my other house were extremely easy to see the numbers and easy to use.  I am 72 years old and those remotes were chosen for simple use  by another company that moved back to their home office in Florida (or I would have used them for installation).     Since the new RTI XJ3 processor was installed on August 20, 2015, both my new Sharp TV purchased December 22, 2014 and my new speakers and sound system are working beautifully.  I am sorry I sound difficult to please, but for over 6 1/2 months, I could not use either my TV or my speakers.  I think having paid Mr. [redacted] promptly after installation, I was expecting the system to work.   The job in the master bedroom has worked well.  I did have one trip from [redacted] and it was determined that the HDM1 cable needed to be moved.  I have not had any more trips from [redacted] or other issues except an occasional rebooting of my master bedroom TV. I have never had any issue with [redacted] in the den nor have they been called or come out.   Four Sound and Security saw my remotes to make sure they were in good condition and that this installation would work before I made my decision.  On February 5, 2015, they did add antenna and XP3 processor and did show me how to work my remotes according to their programming.  I already had used them for 3 years, so it was a simple and quick programming difference.  However, it was not until one of the last appointments to address the failure of the system to work,  that I realized they had failed to add Netflix which they were supposed to do in February.  My TV and speakers never worked except the few hours of the day the technicians were there but would not work after I would turn off the TV.  It makes sense now that the XJ3 processor was defective and would freeze each time the TV was turned off.  Therefore  I was unaware that Netflix had not been added to the programming until that day.     I called the company immediately after installation when the TV nor the speakers  would get a signal.    I had to wait three weeks to get an appointment since the original two week appointment had to be cancelled by Four Sound and Security due to an emergency of some kind.  I was patient and said it was okay.  When Mr. [redacted] arrived he came in and checked the remotes, then went to the location of the equipment and said all of the emitters had come off the equipment in the closet. He reattached them. Later the emitter on the TV itself kept coming off.  I thought this was the problem.  As always, after I turned off theTV, the next time I attempted to turn on the TV and the speakers , they were not getting a signal again.  I called and got another appointment.     It was evident on the next appointment that Mr. [redacted] wanted this to be my problem and blamed my lack of understanding of how to use my remotes to turn the TV/speakers on and off (after my using them for 3 years!!!).  He claimed the problem was that the remote buttons were sticking.   My son and grandson both worked the remotes and we all knew that they were not sticking.  The next time Mr. [redacted] came, he said I was not pressing hard enough on the buttons to connect to the emitters. I was feeling frustrated but kept hanging in there.  We missed watching sports, family movies, music, etc. while waiting for Mr. [redacted] to check his equipment, find the problem  and get this right. I cancelled a film group in April which was to be in my home as we needed a working TV.  Months   were passing.   I continued to have problems and on June 16, had another appointment set up, since I was still having the same problem since installation.  I have no idea what he is talking about with changes in programming at this visit.  All I wanted was for my TV and speakers to work.  I even mentioned to Mr. [redacted] that if the remotes were the issue, why were both not working when I attempted to turn TV on after turning it off.  It was puzzling that when he would walk in and use the remotes, there was no signal but he was able to get TV back on in the closet where the equipment was located. At that time, both remotes would work.   He finally said at that visit that my TV was the issue and he removed it from the wall.   I took it to Costco but since it had been more than 90 days, they said they would have their technician call me , then turn it over to Sharp since it was still under warranty.  I then hired a man (on his time off) who worked for an installation company to come over and go over the workings of the TV with a Sharp (or Costco) technician.  I paid him $150.  I am not asking for compensation for this.  Sharp felt it might be a problem with the main board and sent a workman out on July 15   from Precision with the main board part but after the technician spent over two hours or longer checking out everything possible, he said the TV did not need a main board.  He said he could find nothing wrong with my TV.  This was one month after [redacted] saying it was the TV problem and not any of his equipment. The time was ticking away waiting and setting up appointments with different companies. Mr. [redacted]  wanted so badly to find fault with my ability to use my remotes to turn the TV on. He said in the response that my remotes are so old that you can’t see the numbers, and then blamed the new Sharp TV.  Precision said I should have the people who installed the TV and receiver to come out to see if they could find the problem as he was certain it was not the main board or any other problem with the new TV.  I was not charged by either Sharp nor Precision.  My TV is still under warranty.  The main board part was returned to Precision since it was not needed.  I then called Universal Electronics  who came out and they carefully checked my receiver, their parts they installed, all the component parts, the sound system but noticed that the XJ3 receiver was freezing up when it was turned off.  They said the processor was apparently defective and needed to be replaced. He said everything else checked out just fine. He also attached the emitter properly on the TV.  I have the invoice attached.  It was a $130 invoice.  I must have made a typing error of $20 thus the difference.  However, I am not asking compensation for this either.      There is no mention of remote problems on the invoice from Universal Electronics nor was it mentioned to me verbally. They had me write down the part that was defective.  I would not have known to tell Mr. [redacted] secretary that the XJ3 RTI processor was the issue otherwise.  I realize now that the reason he could get the TV back on so quickly on his service trip was that he just needed to unplug the cord to the processor and then reinsert it which would took care of the freezing issue that was causing all the problems since day one.  [redacted] did come back  August 20 and replaced the defective XJ3 processor.  It has worked perfectly since then.   I feel that when I pay someone promptly after installing equipment, I should not have to pay them to come out with the same problem continuing and the equipment not working.  Mr. [redacted] has documented all the times he came out but I have no clue about him repeating my need for remote instructions??? There is another claim that he reprogrammed my remote on June 16.  I can’t understand that since I pleaded with him to focus and find the problem with the system.  I emphasized how long I had had the new equipment yet could not get it to work.  He has been out a lot. However, he has never mentioned the months that went by without my ability to enjoy my new TV, speakers, the numerous times I had to remain home to have him come out, Costco, Sharp and Precision (time wise and phone calls with them), hiring a TV guy to help me with technician calls before Sharp would send someone out, hiring Universal Electronics to come out but successfully finding the problem and professionally re-installing the emitter.  This cost me a lot of money and a lot of time!  I lost 6 1/2 months of using this new equipment.   From February 5, 2015 until August 20, 2015, I had no TV or speakers ,which was frustrating since I had paid a lot of money for the TV, the speakers and having all of this installed.  I am asking [redacted] to return the $265 I paid him on June 16 when he said the TV was the problem.  It was a nightmare working with people to get the problem diagnosed. I had continued to ask Mr. [redacted] about the RTI equipment although I did not know the exact piece of RTI equipment  that was the issue.  I am also asking him to waive the additional two invoices he gave me.  It has been a long time with the same issue both for him and for me. It was such an easy fix!!!  I think he was so focused on my remotes and on trying to make me feel I did not know how to use my remotes that he lost sight of the problem.    It  would have saved him time and money, as well as time and money for me having to spend close to $300 for outside help plus the $265 I have already paid him in June, and also time and money for Sharp.  I am astounded he could not figure out it was the processor after coming out for the same problem time after time after time.   I am sending pictures of my remotes.  I would be happy to bring them in for you to see.    Universal Electronics did an outstanding job on my security system, TV setup and my speakers.  Speakers were very different looking and I did question that but they sound great now that I can enjoy them.  Their TV technicians are the best!     Again, invoice is attached from Universal Electronics.  It does not show anything wrong with my remotes.  Obviously they were correct in diagnosing the issue as a faulty XJ3 processor.  My remotes and my TV/speakers are working beautifully.   I added up the $265 paid in June, plus the new invoices for $100 and for $97.50 which would pay for a new processor.  The initial invoice from Four Sound and Security shows a cost of $499 for this XJ3 processor that was obviously defective at installation.  I am asking for $465 from  Four Sound and Security.  That is an ask of return of $265 I have already paid and then a waiver of the other two invoices. Remember I am also out almost $300 for hiring outside help to diagnose the problem.   When you pay someone to do a job for you, the result should be a good one, and in this case, I only wanted their equipment to work.  It was 6 months and 15 days.   I don’t think I am too difficult to please or asking too much.  When you have a business, you need to accept responsibility.   Thank you, [redacted]
Regards,
[redacted]