L&M General Service Inc.

[redacted] Revdex.com Complaint[redacted] Project:Initial correspondence with the [redacted] began in April of 2008 when we were called out to finish, repair, and add-on the pre-wire of multiple electronic systems including Intercom, Distributed Audio/Video, Central Vacuum, and TV/Network...

distribution that were started by a previous contractor. The rough-in/pre-wire phase of all of these projects was completed by and paid for by 4/15/08. At this time we recommended a basic Single-Source audio system that would power all of the speakers in the home, and a smart universal remote to control the two primary TV viewing areas (master bedroom, and living room). In March of 2009, we completed the second phase of the project which included trimming out all of the TV/Data wall outlets and flush mount speakers/volume controls. In April of2011, we were called out re-visit the project as the home was still under construction but was reaching the final stages. At this time we installed the Central Vacuum System. In September of 2012, we were contacted to review our current proposal to determine why it wasn’t as advanced as much more complex integrated Audio/Video Control system that [redacted] had got quotes on from a competitor. I informed her that we also offered fully integrated systems, but initially quoted her the system that we thought best fit their needs and would be happy to redesign her system with the upgraded functionality. The proposal was submitted and accepted on 9/14/12, all equipment was ordered and installation began. All equipment was installed and basic programming was completed before Christmas of 2012, we did a run through and tested all basic functions including music and video distribution. We did a system demonstration to show [redacted]  how to use the system and informed her that with a system of this complexity she might encounter functionality issues or things that she would like to change or improve and that we would be returning to do any following programming she required within 30-60 days based on her needs. This is a standard practice for us as it gives our clients time to play with and learn their system, as well as figuring out ways they would like to customize for their lifestyle. On January 16, 17 of 2013, we returned and spent 20 hours onsite thoroughly testing, tweaking, and demonstrating for [redacted] how the system operates and ensuring that everything worked.  This is the date we will use as final installation date and submitted an invoice for the final amount which equaled 20% of the entire cost of the job. 1-29-16 Dispatched technician to adjust macro programming for Wii Skylander setup (not initially part of the design, no additional charges billed).2-7-13 Dispatched technician to troubleshoot and repair feedback on an intercom door station, warranty replaced no charge. 3-13-13 Dispatched technician to troubleshoot issues with system, spent two hours on-site identifying and assisting with a resolution to a problem with their Internet Service. This was NOT our issue, but we assisted in getting it resolved NO CHARGE. Also instructed [redacted] on operation of system again as she wasn’t sure how to use the DVD players in the system.3-18-13 Received call that “audio system wasn’t working again”, had [redacted] try a different source and the system worked fine. We walked her through how to reset HER ipodwhich was the problem, again not our equipment’s problem but service was provided at no charge. Between this time and April 30, 2013, an additional service request was submitted because “nothing was working”.  [redacted] had still not had a demonstration on how the system operates, and it was our conclusion that the majority of the issue was operational error based on the fact that every time we went out during this period we were instructed that it “didn’t work”. When we attempted operate the system, it worked fine.  A power cycle (system reset) did have to be performed on a couple of occasions, which is a normal end user process used to reset every electronic system in existence when they have processor lock ups or unusual issues. We instructed [redacted] on how to do this several times, and walked her through doing so over the phone as well. WE HAD STILL NOT RECEIVED THE FINAL PAYMENT at this time. I spoke directly to [redacted] and informed him that we cannot continue provide warranty service on a system that had not been completely paid for and offered to allow for him to withhold have of the amount due as a retainer (8% of the entire system, not just the control system) until I could meet with him directly, and demonstrate the functionality of the system.It was 5-22-13 before [redacted] was available to meet and no additional payments were made to us until that time.  We met with Dana and demo’d the system, explained functionality and how to power cycle. He was satisfied with the operation and made the final payment.8-12-13 Dispatched tech due to “system not working”. Tech powered cycled system and tested functionality, found no issues. 12-23-13 Came out to check system again as “system not working”. System seemed to be working fine but had the following problems:Identified that one of the remotes had an issue with the screen going dim/reddish, setup as warranty replacement.Also troubleshot “no sound on patio” and discovered an amplifier had gone out, so we warranty replaced it. 1-17-14 Labor Warranty Period expires, all service calls from this point on are considered billable per standard business practice. 9-29-14 Customer called in with issues about TV/remote problems,  technician was dispatched to troubleshoot on 10-7-14 and spent 6.5 hours onsite troubleshooting and isolated that the TV issue was solely a problem with Dish Network boxes and 2 were effected exactly the same way. Adjustments were made to the video matrix (device which controls HDMI paths) to try and fix the issue. All other HDMI devices we installed were working fine. 12-3-14 Troubleshot weak Central Vacuum suction and removed a piece of debris from a kickplate. THIS SYSTEMS WARRANTY EXPIRED ON 4/22/12. Troubleshot 2 badcameras (not purchased from us) and recommended replacement. PAYMENT WAS NEVER RECEIVED.  Updated firmware on Denon AVR and powered cycled Dish Network boxes and instructed [redacted] on how to do this since this is all we have ever had to do to restore functionality. 12-4-14 Due to the Dish Network boxes still having issues, we installed “cheaters” (HDMI EDID controllers) to try and fix the HDMI issues being created by Dish equipment, and we installed two Cameras to replace the bad ones identified the day before. We recommended having Dish Network replace the two boxes in an attempt at getting newer hardware that would play nice with the HDMI distribution system in place. 12-10-14 Spoke with Dish Network on the phone while they were at customers house. They refused to replace any boxes, and confused the customer trying to explain how HDMI worked and prove that “our system was all wrong” even though the tech had no real knowledge of how advanced HDMI distribution works. He did NOTHING to attempt to diagnose or fix the issue when all he needed to due was swap out two boxes. 12-19-14 Dispatched tech to troubleshoot HDMI issues, who spent 9 hours going through every possible scenario. Powering down, powering on, power cycling and doing all of that again.The only devices that showed any issues were the two Dish Network boxes and unplugging and reconnecting their HDMI cables fixed the issue. Located the cheaters in the best possible position to reduce the effects of this anomaly (these cheaters cost $350 ea, we did not charge for them), and showed Mr. & [redacted] the work around to restore the Dish HDMI signal. 3-19-15 Called out because “patio speakers not working”. First thing that was done upon arrival was select patio from the remote and it worked fine. The volume control knob by the back door was turned all the way down. 7-16-15 Called out for issue with Denon Receiver, found no issue. Troubleshoot bad cameras: a UPS unit (not one that we sell) that was powering the cameras was burnt up. We bypassed the UPS and discovered that one of the cameras we sold/installed wasn’t  working so we warranty replaced the unit. While testing the system we identified that the SNP-1 unit was bad and was no longer under warranty (2yr manufacture warranty) customer did not want to replace it. 8-13-15 Dispatched to re-sync the Dish Network Joey’s (slave unit) with the Hopper (master unit) THIS IS A DISH NETWORK TASK, CUSTOMER REQUESTED US SPECIFICALLY BECAUSE DISH NETWORK WAS NOT HELPFUL. We fixed the issue, and billed for it as we are a service company that provides  a service for a fee. Also replaced connectors on another camera that was having issues (corrosion happens over time). Troubleshot “No Suction” and “have to manually turn on and off” on central vacuum. The kick plate was the only inlet that wouldn’t turn on the unit, fixed a trigger wire on kick plate. This happens over time with normal usage, this vacuum system was installed in 2008. Discovered that the filter was extremely dirty, so it probably hadn’t been cleaned or changed since 2008. Cleaned filter to restore suction and tested inlets. This system has been in place for seven years, so we billed for our time. Since the labor warranty on our installation has EXPIRED, we have provided 42 hours of billable service time, of which we only actually billed the customer for 10 hours. We have gone above and beyond in working on this system, and have warrantied many hours that we did not have to as the problems were either user error or directly related to equipment that we have no control over repairing or replacing. We have done so because the issue is connected to our system and we work painstakingly to make sure that our systems function as we design them to. At this time, the customer is refusing to pay for services that are not even related to the ongoing issue with the Dish Network equipment and has completely changed service providers which requires several hours of reprogramming time. After a history of battling to receive payments from this client, we have chosen to discontinue servicing them. We are a pay for service company, we provide a service and bill for our time. We go well beyond the typical industry standards and often eat a lot of labor hours due to equipment failure or malfunctions that are well beyond our control, and we do so because we are a SERVICE company and want our service to be unmatched. At this point the cuWe have no record of a call to change television service providers, which would require us to reprogram the universal remote to control the new equipment. Our initial proposal did not include the labor to reprogram the control system for new equipment, so this would be a billable service call. The client refused to pay for. All electronics need updating, we are clear that our warranty period on labor is for 1 year and any additional services necessary after that time are billable.

[redacted] Revdex.com Complaint[redacted] Project:Initial correspondence with the [redacted] began in April of 2008 when we were called out to finish, repair, and add-on the pre-wire of multiple electronic systems including Intercom, Distributed Audio/Video, Central Vacuum, and TV/Network distribution that were started by a previous contractor. The rough-in/pre-wire phase of all of these projects was completed by and paid for by 4/15/08. At this time we recommended a basic Single-Source audio system that would power all of the speakers in the home, and a smart universal remote to control the two primary TV viewing areas (master bedroom, and living room). In March of 2009, we completed the second phase of the project which included trimming out all of the TV/Data wall outlets and flush mount speakers/volume controls. In April of2011, we were called out re-visit the project as the home was still under construction but was reaching the final stages. At this time we installed the Central Vacuum System. In September of 2012, we were contacted to review our current proposal to determine why it wasn’t as advanced as much more complex integrated Audio/Video Control system that [redacted] had got quotes on from a competitor. I informed her that we also offered fully integrated systems, but initially quoted her the system that we thought best fit their needs and would be happy to redesign her system with the upgraded functionality. The proposal was submitted and accepted on 9/14/12, all equipment was ordered and installation began. All equipment was installed and basic programming was completed before Christmas of 2012, we did a run through and tested all basic functions including music and video distribution. We did a system demonstration to show [redacted]  how to use the system and informed her that with a system of this complexity she might encounter functionality issues or things that she would like to change or improve and that we would be returning to do any following programming she required within 30-60 days based on her needs. This is a standard practice for us as it gives our clients time to play with and learn their system, as well as figuring out ways they would like to customize for their lifestyle. On January 16, 17 of 2013, we returned and spent 20 hours onsite thoroughly testing, tweaking, and demonstrating for [redacted] how the system operates and ensuring that everything worked.  This is the date we will use as final installation date and submitted an invoice for the final amount which equaled 20% of the entire cost of the job. 1-29-16 Dispatched technician to adjust macro programming for Wii Skylander setup (not initially part of the design, no additional charges billed).2-7-13 Dispatched technician to troubleshoot and repair feedback on an intercom door station, warranty replaced no charge. 3-13-13 Dispatched technician to troubleshoot issues with system, spent two hours on-site identifying and assisting with a resolution to a problem with their Internet Service. This was NOT our issue, but we assisted in getting it resolved NO CHARGE. Also instructed [redacted] on operation of system again as she wasn’t sure how to use the DVD players in the system.3-18-13 Received call that “audio system wasn’t working again”, had [redacted] try a different source and the system worked fine. We walked her through how to reset HER ipodwhich was the problem, again not our equipment’s problem but service was provided at no charge. Between this time and April 30, 2013, an additional service request was submitted because “nothing was working”.  [redacted] had still not had a demonstration on how the system operates, and it was our conclusion that the majority of the issue was operational error based on the fact that every time we went out during this period we were instructed that it “didn’t work”. When we attempted operate the system, it worked fine.  A power cycle (system reset) did have to be performed on a couple of occasions, which is a normal end user process used to reset every electronic system in existence when they have processor lock ups or unusual issues. We instructed [redacted] on how to do this several times, and walked her through doing so over the phone as well. WE HAD STILL NOT RECEIVED THE FINAL PAYMENT at this time. I spoke directly to [redacted] and informed him that we cannot continue provide warranty service on a system that had not been completely paid for and offered to allow for him to withhold have of the amount due as a retainer (8% of the entire system, not just the control system) until I could meet with him directly, and demonstrate the functionality of the system.It was 5-22-13 before [redacted] was available to meet and no additional payments were made to us until that time.  We met with Dana and demo’d the system, explained functionality and how to power cycle. He was satisfied with the operation and made the final payment.8-12-13 Dispatched tech due to “system not working”. Tech powered cycled system and tested functionality, found no issues. 12-23-13 Came out to check system again as “system not working”. System seemed to be working fine but had the following problems:Identified that one of the remotes had an issue with the screen going dim/reddish, setup as warranty replacement.Also troubleshot “no sound on patio” and discovered an amplifier had gone out, so we warranty replaced it. 1-17-14 Labor Warranty Period expires, all service calls from this point on are considered billable per standard business practice. 9-29-14 Customer called in with issues about TV/remote problems,  technician was dispatched to troubleshoot on 10-7-14 and spent 6.5 hours onsite troubleshooting and isolated that the TV issue was solely a problem with Dish Network boxes and 2 were effected exactly the same way. Adjustments were made to the video matrix (device which controls HDMI paths) to try and fix the issue. All other HDMI devices we installed were working fine. 12-3-14 Troubleshot weak Central Vacuum suction and removed a piece of debris from a kickplate. THIS SYSTEMS WARRANTY EXPIRED ON 4/22/12. Troubleshot 2 badcameras (not purchased from us) and recommended replacement. PAYMENT WAS NEVER RECEIVED.  Updated firmware on Denon AVR and powered cycled Dish Network boxes and instructed [redacted] on how to do this since this is all we have ever had to do to restore functionality. 12-4-14 Due to the Dish Network boxes still having issues, we installed “cheaters” (HDMI EDID controllers) to try and fix the HDMI issues being created by Dish equipment, and we installed two Cameras to replace the bad ones identified the day before. We recommended having Dish Network replace the two boxes in an attempt at getting newer hardware that would play nice with the HDMI distribution system in place. 12-10-14 Spoke with Dish Network on the phone while they were at customers house. They refused to replace any boxes, and confused the customer trying to explain how HDMI worked and prove that “our system was all wrong” even though the tech had no real knowledge of how advanced HDMI distribution works. He did NOTHING to attempt to diagnose or fix the issue when all he needed to due was swap out two boxes. 12-19-14 Dispatched tech to troubleshoot HDMI issues, who spent 9 hours going through every possible scenario. Powering down, powering on, power cycling and doing all of that again.The only devices that showed any issues were the two Dish Network boxes and unplugging and reconnecting their HDMI cables fixed the issue. Located the cheaters in the best possible position to reduce the effects of this anomaly (these cheaters cost $350 ea, we did not charge for them), and showed Mr. & [redacted] the work around to restore the Dish HDMI signal. 3-19-15 Called out because “patio speakers not working”. First thing that was done upon arrival was select patio from the remote and it worked fine. The volume control knob by the back door was turned all the way down. 7-16-15 Called out for issue with Denon Receiver, found no issue. Troubleshoot bad cameras: a UPS unit (not one that we sell) that was powering the cameras was burnt up. We bypassed the UPS and discovered that one of the cameras we sold/installed wasn’t  working so we warranty replaced the unit. While testing the system we identified that the SNP-1 unit was bad and was no longer under warranty (2yr manufacture warranty) customer did not want to replace it. 8-13-15 Dispatched to re-sync the Dish Network Joey’s (slave unit) with the Hopper (master unit) THIS IS A DISH NETWORK TASK, CUSTOMER REQUESTED US SPECIFICALLY BECAUSE DISH NETWORK WAS NOT HELPFUL. We fixed the issue, and billed for it as we are a service company that provides  a service for a fee. Also replaced connectors on another camera that was having issues (corrosion happens over time). Troubleshot “No Suction” and “have to manually turn on and off” on central vacuum. The kick plate was the only inlet that wouldn’t turn on the unit, fixed a trigger wire on kick plate. This happens over time with normal usage, this vacuum system was installed in 2008. Discovered that the filter was extremely dirty, so it probably hadn’t been cleaned or changed since 2008. Cleaned filter to restore suction and tested inlets. This system has been in place for seven years, so we billed for our time. Since the labor warranty on our installation has EXPIRED, we have provided 42 hours of billable service time, of which we only actually billed the customer for 10 hours. We have gone above and beyond in working on this system, and have warrantied many hours that we did not have to as the problems were either user error or directly related to equipment that we have no control over repairing or replacing. We have done so because the issue is connected to our system and we work painstakingly to make sure that our systems function as we design them to. At this time, the customer is refusing to pay for services that are not even related to the ongoing issue with the Dish Network equipment and has completely changed service providers which requires several hours of reprogramming time. After a history of battling to receive payments from this client, we have chosen to discontinue servicing them. We are a pay for service company, we provide a service and bill for our time. We go well beyond the typical industry standards and often eat a lot of labor hours due to equipment failure or malfunctions that are well beyond our control, and we do so because we are a SERVICE company and want our service to be unmatched. At this point the cuWe have no record of a call to change television service providers, which would require us to reprogram the universal remote to control the new equipment. Our initial proposal did not include the labor to reprogram the control system for new equipment, so this would be a billable service call. The client refused to pay for. All electronics need updating, we are clear that our warranty period on labor is for 1 year and any additional services necessary after that time are billable.