Eastern Video Service

Review: In the process of constructing our new home we were referred to Eastern Video Services for their Audio-Video services. We first contacted owner - [redacted] on April 24th, 2013 to obtain an estimate for services relating to the mounting of 2 television sets (one to be mounted in a custom built-in cabinet). [redacted] met us at the house (prior to the Certificate of Occupancy) and agreed to take the work. [redacted] made 2-3 trips to the house but cancelled as many appointments as he kept. Apparently having taken work outside the state (NJ) he was unable to keep appointments that we had scheduled and became increasingly unavailable. When he did come to the house he did sub-par work (mounting 40 inch televisions into dry wall and damaging custom-made cabinets by drilling 10 large holes into the wood that he later agreed were not centered or level). He was simply unable to securely mount the televisions that resulted in their being level. We proceeded to attempt to work with him as he assured us that he would be able to correct all damage and properly mount and wire both televisions. Ultimately he stopped returning our many phone calls. On September 10, 2013 I sent a final text message that was never answered. In that message I simply asked if he intended to complete the job and if not could he please let us know. When that message went unanswered we called our cabinet maker who referred us to another business that stepped in, re-mounted the televisions, the damage to the dry wall was repaired, the damage to the custom built-in was PATCHED - not a full repair job as it would have required a dis-assembly of the entire cabinet to make a full repair. The work is now complete on our new home (albeit with multiple patches to dry wall for the first television requiring 3 different attempts at mounting) and the damage to the built in cabinet (that consisted of 10 large drill holes to the custom painted wood that will never be fully repaired). After receiving the first bill from Eastern Video Services we called [redacted]. He asked for an itemization of the repair work that the second company had performed. We sent all of the relevant info. We then received another bill (unmodified) and a telephone message, which I responded to promptly. I spoke with Eastern Video's book-keeper (new at that time). I explained our situation and she apologized profusely. It was my understanding that the matter was resolved until today when I received a telephone call from [redacted]. Ultimately I have paid more than I should have to have another business step in where [redacted] refused to show up and correct his mistakes. The repair work does not (and can not - without undue disruption to my home) meet my expectations.Desired Settlement: Please let me know if I have any other recourse. [redacted] must simply stop calling me unless he is prepared to pay for the full repair and re-build of my cabinet.

Business

Response:

On 8/14/2013, I and one of my Installers mounted a small LCD TV in the [redacted]s bedroom. It was mounted per Mr. [redacted] instructions, that it be centered on the wall across from the bed. It was done with an articulating wall mount that we provided. I told Mr. [redacted] that if we install the TV exactly centered that the electrical outlet that the electrician installed for the TV would show. He instructed me to install it exactly centered and I did as instructed. I told him to have the electrician move the outlet to behind the TV. He said he would ask the electrician to move the outlet on his next visit. We ran the cable TV wire in the wall. I then installed a 40 inch TV in a custom cabinet that was attached to the wall in the family room. The cabinet had a very precise opening for that size TV, with a removable picture frame around the opening. Again we used an articulating wall mount that we provided. The articulating wall mount was needed to pull the TV from the opening to make connections in the cabinet. In mounting the wall mount I miscalculated the placement of the mount by 3 inches, the width of the picture frame. I drilled 6 3/8 inch holes in the rear mounting plate of the cabinet. I then had to lower the mount the three inches and drill 6 new holes. Three of the original holes were concealed by the mount. This left 3 - 3/8 inch holes visible only when the TV was pulled out of the opening. I told the [redacted] that I would fill those holes and paint them black to match the mounting board. When the larger TV was finished it was realized that the electrician had not installed an electrical outlet in the cabinet mounting board for the TV. The electrician would return to install that outlet and we would return to finish the job. My installer and I returned on 8/21/2013 to complete the work we had started. the [redacted] wanted the bedroom TV moved to cover the electrical outlet. The electrician told them that electrical outlet could not be relocated to behind TV. We moved the TV to the right to hide the outlet. We mounted the wall mount into the sheetrock with commercial Toggle Bolts, each bolt capable of holding 90 lbs of weight. The TV and it's mount weight around 25 lbs. Next we went to the large TV in the family room, when we pulled it out to get behind it, we found that the electrician had installed the electrical outlet in the mounting board by cutting a 3 inch by approximately 10 inch hole in the board, right under our TV mount. I pointed it out to the [redacted] . I am not sure if it was Mr. or Mrs. [redacted], that I spoke to. That day we also installed a 25 ft HDMI cable in the cabinet from the cable box to the large TV. Cable had installed their HD cable box in the cabinet behind wooden doors. This caused the remote not to work, unless the doors were open. The cable installer had left a remote extender hanging out of the cabinet so that the remote would work. I spoke to Mrs.[redacted] about drilling a hole in the cabinet to run the remote extender. She stated, " I paid $33,000 for this cabinet, you are not drilling any holes in it". I explained that we could order a 20 ft remote extender cable, return and install it by snaking it up thru the cabinet to behind the TV, and place it on the picture frame around the TV. They agreed, the part was ordered. On 9/11/2013 we were called back to the [redacted] to move the bedroom TV once more. Mrs. [redacted] told me that someone told her that the TV was not installed properly, and needed to be screwed into the wall stud. I told her that was incorrect, she refused to accept my statement, so we removed the TV and moved it another 6 or 8 inches to the right. We lag bolted it into the wall stud. I called Mr. [redacted] several times to schedule a return trip when the remote extender cable came in. He always stated he would get back to me. My company still has not been paid for this installation. I called both Mr. and Mrs. [redacted] this week to state that I would be taking them to Small Claims Court. I left messages at both numbers. Mrs. [redacted] returned my call and stated that she paid some other company to complete the install. She also said "Do you know what I do, I am an attorney, you will be wasting your money in Small Claims Court, I am reporting you to Revdex.com". Over the past year I left many phone messages, and a handwritten note on the monthly billing statements, to call me to discuss the issues around the non payment. I had no response.

Consumer

Response:

Review: [redacted]

I am rejecting this response. The response contains false statements. The damage to my home exceeds the damages referenced and the amount of money sought. Additionally, the cost to have the work completed by another company also exceeds the amount sought.

I never quoted a price for the cabinet as I am not aware of the cost myself.

It is simply too late to try to complete the work and collect any payment as the work has been completed. The time to have responded was 13 + months ago when our phone calls, emails, and text messages went UNANSWERED for 10 full days. As you know, I have since hired and paid for another company to complete the job that you started. Not only did Eastern Video Services fail to complete the job but we are left with damages that have not been repaired as the cost to repair the holes to my cabinet was outside of our means and the work to complete the repair work would have involved a full dis-assembly of the wall mount cabinet.

I feel that the work done (and then repairs that were subsequently left undone) shows a complete disregard for someone's property and this is why I decided to file with the Revdex.com. We have reconciled with the patch repair to hide the holes, however, if Eastern Video Services contacts us again we will persue the repair IN FULL and pass those costs on to them.

Business

Response:

Mrs. [redacted]s response keeps referring to damage that we did. Show me evidence of any damage. The holes left after moving the bedroom TV for a 3rd time were not the fault of Eastern Video. These holes in the sheetrock were to be taken care of by the painters. Some spackle and matching paint. The damage that the electrician did, and the 3 holes that I drilled in the cabinet mounting board were taken care of by the cabinet builder. He told me in a phone conversation last week, that he replace the mounting board in the cabinet at no charge to the [redacted]. I would also like the opportunity to see any bills and payment records as to work done to complete our original installation. Our original installation of the two TVs was complete, the remote extender, that we did not install was not part of the original scope of work, and the customer was not charged for it. The [redacted]s have not paid for any of the work done. I will be filing a claim in Small Claims Court this week.

Thank you,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It fails to address my complaints.

Sincerely,