SECURITY & SOUND

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-

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-and reprogrammed her RTI remote and processor customer had in the master bedroom and added emitters.On 1-29-we went out again to Program RTI remote – did not charge her for this trip.On 2-5- added antenna and XPto living room, showed customer how to operate system She was very happy with her old remotes.On 2-26-the TV in living room had no signal Customer has 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 instructionsEmitter hanging off of TV, put back onDid not charge her for this visit.On 3-11- 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-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 $ 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-Changed programming again at customer’s requestProblem appears to be with the TVHooked up [redacted] worked fine Showed customer what was problem with her TVCustomer 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-– 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-to check programming and make changes for easy use, on 3-15-to hang TV, on 7-29-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-for $and it shows please bill.Ms [redacted] owes us $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