Quadrant Systems

Quadrant did acknowledge the oversight by our designer not recognizing that the contacts at the new location were not compatible We offered to provide the client with free contacts and wire runs and several hours of labor to get a new system installed, they declined the offer Below is the the email that was sent to [redacted] : If you want to continue with the project, I will not charge for the wire runs or the contacts, I agree, the contacts should have been caught So this is what I will charge to complete the project: (This is the total cost, for uninstall and reinstall) GSM - $ Labor - $ Total - $ I realize that this is nearly double what was originally quoted, however, I could have cut the price some by using wireless contacts, but I honestly don't feel that you will be happy with wireless on all the doors Our philosophy is: If you can get a wire to it, run the wire In the long run they are much more reliable and a lot less hassle We really do value our customers and would like to continue doing business with you Please let myself or Steve know what you decide or if you have any questions I have contacted [redacted] and offered to reduce her bill to $150, for two hours of labor for the removal of their equipment from the old location Regards, Doreen W [redacted] Admin Manager

Hi, Thank you for getting Quadrant to respond This was their offer after I was not so nice about the $initial re-quote or option to pay $to stopAfter pointing out it was not my companies mistake at all and offering to return any new equipment my options became $to continue or $ Please note my original cost was quoted at $ After several emails I was told my estimate did not matter the tech had 5.5hrs in trying to figure out what to do If I wanted to stop that was my bill Below is an email I received this morning from Doreen W [redacted] at Quadrant We accept their reduction and will pay them Thank you for helping us communicate with Quadrant ***, I have received the complaint from the Revdex.com, if you remove the complaint from the Revdex.com, I will drop the bill to two hours of labor at $per hour that we spent removing the alarm system Please let me know if this is satisfactory and that you have contacted the Revdex.com If you have any questions, please let me know Regards, -- Lifestyle technologies since Doreen W [redacted] Admin Manager [redacted] Website: [redacted] Facebook: [redacted] Like us on facebook for monthly specials and contests! - [redacted] Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

[redacted] had scheduled a service call for 6/8/for one of our technicians to give her a walk through on her legacy Elan systemThis is not a system that Quadrant originally installed, but we are definitely capable of servicing the systemAt the time of the service call the client had asked for some upgrades to the system that would allow them to stream music utilizing the existing system that was in placeMy technician had recommended adding Sonos as a source to the existing system and explained to [redacted] how it would work and integrate into the systemSonos is a product that utilizes the internet connection to access online streaming servicesIt was explained to [redacted] that the Sonos source would be controlled utilizing her client supplied iPhone or iPads on her networkA proposal for Sonos Connects, new surround sound receivers, new RF remotes and programming and installation was sent out and approved by [redacted] on 6/9/Installation of the new audio video equipment was scheduled for 6/27/At the time of the installation, my technician had mentioned to [redacted] that her network/wifi signal was not consistent throughout her home and her iPhone was not staying connected to the wifi network in all areas of the houseIt was explained to [redacted] that her device needed to be connected to her wifi system to be able to control the Sonos systemMy technician suggested to [redacted] that she make some upgrades to her wifi system, [redacted] was adamant that her wifi and network was fine and that she did not need any upgrades or adjustments [redacted] was given a walk through on the system and left the home leaving the technician onsite to finish up the programming on her Elan systemThat evening [redacted] had called saying the audio in the basement was not working and wanted the tech to return to the house that night for emergency service on the systemWhen the tech arrived, he found nothing wrong with the system and turned the basement system on with the keypad in that roomOn 6/29/(the next day) [redacted] called the Quadrant office saying that nothing was working on the system and that we needed to have a technician out that morning to fix itWhen [redacted] was asked what exactly wasn’t working she had just replied “nothing”The original technician that did the project the day before was reschedule to go to her house to accommodate ***'s scheduling needsWhen the tech arrived at the home he had found that the Sonos system and the network had been reconfigured from how he left it the day before [redacted] had explained to the tech that she had her handyman move her wireless router to one of her upstairs rooms to allow for a better wifi signalThe wireless router is what the Sonos system was plugged into to get an internet connectionThe tech explained to [redacted] that the wireless router would need to be moved back down to the basement where the Sonos gear was or we would need to install some additional gear to get the internet signal back to the Sonos systemThe tech also explained to [redacted] that this was not a warranty call and that she would be billed for it due to the equipment configuration being changed by a third partyAt this time [redacted] became very irate and demanded that the technician just remove all the Sonos equipmentThe tech explained to [redacted] that this was not something that Quadrant did and that the issue came about when she had her handyman move the wireless router [redacted] was adamant that she wanted the Sonos equipment removed, so that is what was doneInvoice # [redacted] for the installation of the additional equipment on the quote, Sonos restocking fees, and labor was sent out on 6/30/An additional invoice for the emergency service call on 6/and 6/was sent out on 6/30/On 8/2/a statement was sent out for payment on invoices [redacted] and [redacted] On 8/3/an email from [redacted] was received disputing the bill, the next day a representative from Quadrant tried to contact [redacted] via a phone call to discuss the email and invoices and left a message for her, we received no response from ***On 11/15/a message was left for [redacted] about the outstanding invoice with no responseThe same day, 11/15/a final letter and invoices were mailed out to [redacted] with still no response to the Quadrant office until the Revdex.com complaint sent on 11/29/ The original signed contract was for $4,841.76, [redacted] had paid a deposit of $2,The balance of the contract was $ [redacted] had the technician add an additional Sonos Connects to the system adding an additional $to the systemTotal amount due on the original contract plus the additions was $5,Quadrant adjusted the invoice crediting back all of the Sonos Connects ($1,754) and added a restock fee as per signed contract of $Quadrant is willing to waive the restocking fees and late fees if invoice # [redacted] and # [redacted] less the restocking fees are paid in fullTotal amount due would be $1,Currently [redacted] is disputing the entire amount owed including products that were not removed from the project and has no dispute overWe feel that the balance due is for work completed and justifiable, and although it is in her contract that she is responsible for restocking fees, we are willing to waive those as well as the finance charges If however, [redacted] does not pay the remaining balance in full (excluding the finance charge and restocking fee), we reserve the right to turn her account over to a collection agency for all charges

Quadrant will not be changing its stance from the response on 12/9/ We feel that the balance due is for work completed and justifiable, and although it is in her contract that she is responsible for restocking fees, we are willing to waive those as well as the finance charges. If however, Lisa does not pay the remaining balance in full (excluding the finance charge and restocking fee), we reserve the right to turn her account over to a collection agency for all charges

Quadrant did acknowledge the oversight by our designer not recognizing that the contacts at the new location were not compatible.  We offered to provide the client with free contacts and wire runs and several hours of labor to get a new system installed, they declined the offer.  Below is...

the the email that was sent to [redacted]:
  
If you want to continue with the project, I will not charge for the wire runs or the contacts, I agree, the contacts should have been caught.  So this is what I will charge to complete the project:  (This is the total cost, for uninstall and reinstall)
 
GSM -       $250.00
Labor -       $600.00
Total -        $850.00
 
I realize that this is nearly double what was originally quoted, however, I could have cut the price some by using wireless contacts, but I honestly don't feel that you will be happy with wireless on all the doors.  Our philosophy is:  If you can get a wire to it, run the wire.  In the long run they are much more reliable and a lot less hassle.  
 
We really do value our customers and would like to continue doing business with you.  Please let myself or Steve know what you decide or if you have any questions.
 
 
I have contacted [redacted] and offered to reduce her bill to $150, for two hours of labor for the removal of their equipment from the old location.  
 
Regards,
 
Doreen W[redacted]
Admin Manager

Complaint: [redacted]I am rejecting this response because:
Quadrant failed to deliver what they promised us in our original contract.  Quadrant made no genuine effort to remedy the situation.  When their Sonus "upgrades" failed to work, they blamed our WiFi (never part of our original contract discussion)  Quadrant's installation rendered our entire home audio disabled.  When we asked them to return immediately and remove the Sonus, they tried really hard to get us to "professionally upgrade" our WiFi through them in order to get Sonus to work.  
Their technician insulted us by indicating that we could certainly afford more home audio upgrades.  
Quadrant not only over-charged us in their subsequent bills, but they completely lack a quality customer service ethic.  
Both their technician and his immediate supervisor were rude and unprofessional.  
We would never hire them again and most definitely would not recommend them, especially with their up front charging practices.  As detailed in my original complaint letter to the Revdex.com, we've already fulfilled our part of the agreement.  In our estimation, the rest of the charges from Quadrant are dubious and retaliatory in nature.
We are filing this report to warn other potential customers about our experience.  We are highly concerned that a company entrusted in personal home audio and security system installations would act in such a deplorable and untrustworthy fashion.  
Sincerely,
[redacted]

[redacted] had scheduled a service call for 6/8/2016 for one of our technicians to give her a walk through on her legacy Elan system. This is not a system that Quadrant originally installed, but we are definitely capable of servicing the system. At the time of the service call the client had asked...

for some upgrades to the system that would allow them to stream music utilizing the existing system that was in place. My technician had recommended adding Sonos as a source to the existing system and explained to [redacted] how it would work and integrate into the system. Sonos is a product that utilizes the internet connection to access online streaming services. It was explained to [redacted] that the Sonos source would be controlled utilizing her client supplied iPhone or iPads on her network. A proposal for 3 Sonos Connects, 2 new surround sound receivers, 2 new RF remotes and programming and installation was sent out and approved by [redacted] on 6/9/2016. Installation of the new audio video equipment was scheduled for 6/27/2016. At the time of the installation, my technician had mentioned to [redacted] that her network/wifi signal was not consistent throughout her home and her iPhone was not staying connected to the wifi network in all areas of the house. It was explained to [redacted] that her device needed to be connected to her wifi system to be able to control the Sonos system. My technician suggested to [redacted] that she make some upgrades to her wifi system, [redacted] was adamant that her wifi and network was fine and that she did not need any upgrades or adjustments. [redacted] was given a walk through on the system and left the home leaving the technician onsite to finish up the programming on her Elan system. That evening [redacted] had called saying the audio in the basement was not working and wanted the tech to return to the house that night for emergency service on the system. When the tech arrived, he found nothing wrong with the system and turned the basement system on with the keypad in that room. On 6/29/2016 (the next day) [redacted] called the Quadrant office saying that nothing was working on the system and that we needed to have a technician out that morning to fix it. When [redacted] was asked what exactly wasn’t working she had just replied “nothing”. The original technician that did the project the day before was reschedule to go to her house to accommodate [redacted]'s scheduling needs. When the tech arrived at the home he had found that the Sonos system and the network had been reconfigured from how he left it the day before. [redacted] had explained to the tech that she had her handyman move her wireless router to one of her upstairs rooms to allow for a better wifi signal. The wireless router is what the Sonos system was plugged into to get an internet connection. The tech explained to [redacted] that the wireless router would need to be moved back down to the basement where the Sonos gear was or we would need to install some additional gear to get the internet signal back to the Sonos system. The tech also explained to [redacted] that this was not a warranty call and that she would be billed for it due to the equipment configuration being changed by a third party. At this time [redacted] became very irate and demanded that the technician just remove all the Sonos equipment. The tech explained to [redacted] that this was not something that Quadrant did and that the issue came about when she had her handyman move the wireless router. [redacted] was adamant that she wanted the Sonos equipment removed, so that is what was done. Invoice #[redacted] for the installation of the additional equipment on the quote, Sonos restocking fees, and labor was sent out on 6/30/2016. An additional invoice for the emergency service call on 6/27 and 6/29 was sent out on 6/30/2016. On 8/2/2016 a statement was sent out for payment on invoices [redacted] and [redacted]. On 8/3/2016 an email from [redacted] was received disputing the bill, the next day a representative from Quadrant tried to contact [redacted] via a phone call to discuss the email and invoices and left a message for her, we received no response from [redacted]. On 11/15/2016 a message was left for [redacted] about the outstanding invoice with no response. The same day, 11/15/2016 a final letter and invoices were mailed out to [redacted] with still no response to the Quadrant office until the Revdex.com complaint sent on 11/29/2016.
 
The original signed contract was for $4,841.76, [redacted] had paid a deposit of $2,905.06. The balance of the contract was $1936.70. [redacted] had the technician add an additional 2 Sonos Connects to the system adding an additional $728.99 to the system. Total amount due on the original contract plus the additions was $5,570.75. Quadrant adjusted the invoice crediting back all 5 of the Sonos Connects ($1,754) and added a restock fee as per signed contract of $523.50. Quadrant is willing to waive the restocking fees and late fees if invoice #[redacted] and #[redacted] less the restocking fees are paid in full. Total amount due would be $1,170.69. Currently [redacted] is disputing the entire amount owed including products that were not removed from the project and has no dispute over. We feel that the balance due is for work completed and justifiable, and although it is in her contract that she is responsible for restocking fees, we are willing to waive those as well as the finance charges.  If however, [redacted] does not pay the remaining balance in full (excluding the finance charge and restocking fee), we reserve the right to turn her account over to a collection agency for all charges.

Hi, 
Thank you for getting Quadrant to respond.  This was their offer after I was not so nice about the $1204.00 initial re-quote or option to pay $722.00 to stop. After pointing out it was not my  companies mistake at all and offering to return any new equipment my options became $850 to continue or $522.00.  Please note my original cost was quoted at $440.00.  After several emails I was told my estimate did not matter the tech had 5.5hrs in trying to figure out what to do.  If I wanted to stop that was my bill.
Below is an email I received this morning from Doreen W[redacted] at Quadrant.  We accept their reduction and will pay them.  Thank you for helping us communicate with Quadrant. 
 
 
[redacted],
 
I have received the complaint from the Revdex.com, if you remove the complaint from the Revdex.com, I will drop the bill to two hours of labor at $75 per hour that we spent removing the alarm system.  Please let me know if this is satisfactory and that you have contacted the Revdex.com.  
 
If you have any questions, please let me know.
 
Regards,
 
--
 
Lifestyle technologies since 1984
 
Doreen W[redacted]
Admin Manager
[redacted]
Website: [redacted]
Facebook: [redacted]
 
Like us on facebook for monthly specials and contests!
 
 
-[redacted]
 
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]