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Reviews Sound & Vision Columbus

Sound & Vision Columbus Reviews (14)

July 20, Revdex.comDublin RdColumbus, OH [redacted] Subject: [redacted] / ID# [redacted] Below is the response to the complaint that [redacted] filed with your office- On June 22nd [redacted] emailed my partner and stated that he neededinstallation of TV and Speakers.- See Attached email - States: I do not have any of the equipment andwould need it mountedMr [redacted] failed to send thls email to you in hiscomplaint letter.- This is the only reason we agreed to do a consultationSound & Vision doesnot install TVs that we do not sell.- Prior to Sound & Vision coming out, James Lomeknew that we chargedfor the consultation and if he purchased the product and Sound & Vision, Sound& Vision would credlt the consultation fee.- At the consultation, MrL [redacted] specifically told Shawn Wthat he did notneed speakersShawn also told MrL [redacted] that Sound & Vision does not docarpentry work, but we have worked with companies in the past that have donethis type of workSound & Vision has never done any type of carpentryor woodwork- After the first quote was sent to Mr***, MrL [redacted] replied in an email:1) That he was not buying the TV from Sound & Vision and only wantedSound & Vision to install the equipment.2) He did not need the Ethernet switch 3) Sound & Vision did not quoteany speakers.I instructed Shawn to send an updated quote and apologized for themisunderstanding on the speakers and electronicsShawn also explained that he had no luck with any of the carpentrycontractorsAttached is the very detailed quote sent to Mr***This is thesame format that we send to all customers Sound & Vision Positions:1) Never during the consultation did MrL [redacted] tell Shawn Wthat he wouldbe purchasing the TV form another dealerIf he had done so, Shawn would haveimmediately left the consultation and would not have sent him a quoteMr.L [redacted] changed his mind on purchasing the equipment from Sound & Visionafter he received our first quoteinformed MrL [redacted] that Sound & Vision wouldnot install a TV purchased from another dealerMrL [redacted] then wanted a refund.For this exact reason, this is why Sound & Vision charges for consultations2) Sound & Vision Policy: We charge for Consultation because this weeds outthe customers who want to use Sound & Visions expertise and get a detailedquote of products needed to for their project - basically a shopping listIn the 13Years, Sound Vision has never had a complaint from any other customer onour consultation policy or quotesAs you can see this is a very detailed quoteIfthe customer uses Sound & Vision, Sound & Vision credits the customer backthe $80.00.Sound & Vision explains to each customer prior to doing the consultation that wecharge for the consultation and that if the customer purchases from Sound &Vision based on the quote provided, we credit the customer back the consultationfeeMrL [redacted] was informed of thisMrL [redacted] is claiming that he told us thathe was buying the TV from another dealer prior to and during the consultationand this just is not the truthWhy would we go throligh a consultation and do aquote knowing we were not going to sell the TV or do the installationThis isabsolutely against our policy3) All of the other complaints we addressed:A) Sound &Vision did a consultation and delivered a quote based on thatconsultation- Sound & Vision is not the only company that charges forconsultations.B) Sound & Vision sent a very detailed revised quote - We apologized forthe misunderstanding and included several choices on the speaker optionsC) Sound &Vision does not do carpentry work and we suggested that wemight be able to help MrL [redacted] with a contractorPlease feel free to call me; I would love to discuss this in greater detailThank you John S/ Vice PresidentSound & Vision IncE Powell RdLewis Center, OH [redacted]

July 20, 2015Revdex.comDublin RdColumbus, OH [redacted] Subject: [redacted] / ID# [redacted] Below is the response to the complaint that [redacted] filed with your office.- On June 22nd [redacted] emailed my partner and stated that he neededinstallation of TV and Speakers.- See Attached email - States: I do not have any of the equipment andwould need it mountedMr [redacted] failed to send thls email to you in hiscomplaint letter.- This is the only reason we agreed to do a consultationSound & Vision doesnot install TVs that we do not sell.- Prior to Sound & Vision coming out, James Lomeknew that we chargedfor the consultation and if he purchased the product and Sound & Vision, Sound& Vision would credlt the consultation fee.- At the consultation, MrL [redacted] specifically told Shawn Wthat he did notneed speakersShawn also told MrL [redacted] that Sound & Vision does not docarpentry work, but we have worked with companies in the past that have donethis type of workSound & Vision has never done any type of carpentryor woodwork.- After the first quote was sent to Mr***, MrL [redacted] replied in an email:1) That he was not buying the TV from Sound & Vision and only wantedSound & Vision to install the equipment.2) He did not need the Ethernet switch 3) Sound & Vision did not quoteany speakers.I instructed Shawn to send an updated quote and apologized for themisunderstanding on the speakers and electronicsShawn also explained that he had no luck with any of the carpentrycontractorsAttached is the very detailed quote sent to Mr***This is thesame format that we send to all customersSound & Vision Positions:1) Never during the consultation did MrL [redacted] tell Shawn Wthat he wouldbe purchasing the TV form another dealerIf he had done so, Shawn would haveimmediately left the consultation and would not have sent him a quoteMr.L [redacted] changed his mind on purchasing the equipment from Sound & Visionafter he received our first quoteinformed MrL [redacted] that Sound & Vision wouldnot install a TV purchased from another dealerMrL [redacted] then wanted a refund.For this exact reason, this is why Sound & Vision charges for consultations.2) Sound & Vision Policy: We charge for Consultation because this weeds outthe customers who want to use Sound & Visions expertise and get a detailedquote of products needed to for their project - basically a shopping listIn the 13Years, Sound Vision has never had a complaint from any other customer onour consultation policy or quotesAs you can see this is a very detailed quoteIfthe customer uses Sound & Vision, Sound & Vision credits the customer backthe $80.00.Sound & Vision explains to each customer prior to doing the consultation that wecharge for the consultation and that if the customer purchases from Sound &Vision based on the quote provided, we credit the customer back the consultationfeeMrL [redacted] was informed of thisMrL [redacted] is claiming that he told us thathe was buying the TV from another dealer prior to and during the consultationand this just is not the truthWhy would we go throligh a consultation and do aquote knowing we were not going to sell the TV or do the installationThis isabsolutely against our policy.3) All of the other complaints we addressed:A) Sound &Vision did a consultation and delivered a quote based on thatconsultation- Sound & Vision is not the only company that charges forconsultations.B) Sound & Vision sent a very detailed revised quote - We apologized forthe misunderstanding and included several choices on the speaker optionsC) Sound &Vision does not do carpentry work and we suggested that wemight be able to help MrL [redacted] with a contractor.Please feel free to call me; I would love to discuss this in greater detail.Thank youJohn S/ Vice PresidentSound & Vision IncE Powell RdLewis Center, OH [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

Hello Revdex.com Bottom Line: Consultation Fee are a non-refundable labor serviceMr L [redacted] knew that we charged of this service After submitting the 1st quote, Sound & Vision sent a 2nd even more detailed quote with several options on all the products that he requestedSound & Vision apologized for the mis-communication on the speakersSubmitted was a copy of Mr L [redacted] quote , you will see all the options and detailThis quote is the exacts same format that Sound & Vision gives to all customers Sound & Vision is in the top Consumer Electronic CEDIA Dealers in the countryWe are actually going to New York to receive our award Sound & Vision has not reached this level of performance in our industry by taking advantage of consumer on consolation feesConsidering this is the only Sound & Vision complaint ever filed with the Revdex.com, and this is the exact same consolation policy discussed with all customers and quote format we send to all customers, should tell the story in it's selfLets Address each Issue: 1) No Compromise to the situationThe compromise was as stated to Mr L [redacted] - prior to us coming out to even start the process, Purchase the TV and have Sound & Vision install the product and we would credit you the $feeThis is exactly what was told to Mr L [redacted] prior to Sound & Vision coming outHe did not tell us that he purchased the TV prior to receiving the quoteSound & Vision is in the business of selling Audio and Video products and we install what we sellMr L [redacted] wants to purchase the product online and have the local retailer that sell the exact same product install itThis is why their are very few Specialty Electronic Dealers leftSo no we are not interested in refunding Mr L [redacted] moneyIt does not matter that Mr L [redacted] did not like the quoteWe have a policy in place to protect Sound & VisionCompromise Solution: 1) Mr ***, in writing can state that he knew the Sound & Vision Consultaion PolicyKnowing the policy that he still wants Sound & Vision to allow Mr L [redacted] to be the one exception to the policy and refund his Non Refundable Consulation FeeNo other added sidebarsJust admit he knew the policy and he still wants a refund If Sound & Vision receives this written statement that Sound & Vision will refund his money(Sound & Vision has never had to refund a consultation fee in our years in business) or 2) Purchase the TV from Sound & Vision and we will credit Mr L [redacted] the $consolation fee 2) Subpar quote - This is the same quote format that we send to ever customer without a complaintMr L [redacted] received options on TV's with accessories that would be need to instal and connect properly Again same format quote that all our customers receive without complaint 3) Mr [redacted] Quote - Mr Woods DID NOT say he has had subpar quotesThis is absolutely not trueMr Wsaid he has had quotes go out later than what Sound & Vision wants because his wife is dealing with a very serious cancer and he has been juggling this situation and workIf you need references from Mr [redacted] work, I can provide plenty of referencesBottom line it not the work it the timely manner of the workWe like to have quotes out within same weekAgain, Subpar quote is a matter of opinion - this is the same quote format that is submitted to all customers without complaint4) Intent: Again as stated in the first responseMr [redacted] told Shawn that he was LOOKING at the Samsung TVHe never said he was buying it from another dealer - that would have ended the entire quote processMr [redacted] quoted Mr [redacted] the Samsung TV they spoke about along with other TV's Back to the first email sent by Mr [redacted] (submitted on the 1st response to the Revdex.com), "I need someone to install and I do not have any of the electronics." If Mr [redacted] would have emailed that he just wanted Sound & Vision to install a TV we would have declined 5) Purchase of the TV July 1st - This is not relevant to the caseThe case is Mr [redacted] had us out knowing our Consultation Policy and how he could receive the Consultation Fee back by purchasing product form Sound & VisionIf he purchased the TV from Sound & Vision and we installed the TV we would credit the Consultation fee backNever during the consultation did he say he was buying the TV from another dealerWe completed the consultation by providing a quote with optionsIt does not matter when Mr [redacted] purchased the TV - Sound & Vision was not informed that Mr [redacted] already purchased the TV prior to us sending the quote(Stated above he did not share this with us until after we submitted the quote.)- By purchasing the TV from another dealer he forfeited his possibility of receiving the $CreditWe do not refund Consultation Fees6) Not wanting Speakers - Mr L [redacted] claims that he did not tell Mr [redacted] he did not want speaker at this timeNot true but again, not relevant to the case: Sound & Vision APOLOGIZED for the mis-communicaion and submitted another very detailed quote with options on Speakers and AVR receivers 7) Not knowing the policy - Customers are explained our policy fully prior to us coming outSound & Vision explains our consultation policy with ever customer because we tell them how they get the money backMr [redacted] statement is not true that he did not know Mr [redacted] is a college graduate who is going to law school cannot claims he did not understand our policyHe is smarter than that and is trying to abuse the Sound & Vision PolicyMr [redacted] knew and understood the policy and wants to make an exception because he did not like the quote The policy is in place so that Sound & Vision is paid for their services and it weeds out customers who just want to use Sound & Vision for their expertiseSerious customers understand this and have no problem with this policyMr [redacted] knew the policyThank you for your time on this issueI will be out of the office until August 3rdI will not be able to resolve this issue until thenJohn [redacted] Sound & Vision 614-785-

I am rejecting this response because:The business did not offer any compromise or remedy to the situation, they merely took an argumentative stance on how it is not their fault I'm hoping their next response will attempt to provide some remedyMr***'s response does not address the main issue: The bid received was subpar, and certainly does not meet the expectations of a company in business for nearly thirteen years Specifically, the bid was missing two key parts of the project: speakers and the carpentry If Mr [redacted] was unable to collaborate with their carpentry partners, surely a quality proposal would include a comment of it Rather, it was just ignored Mr***'s partner, MrW., even admitted that Mr***'s bids had been unsatisfactory as of late due to family issues, and other customers had complained Mr [redacted] did not deny this fact in his response This alone should be a sufficient reason for a refund But, Mr***'s response did not provide any effort to try and resolve the matter Instead, he made some inaccurate statements, which I will elaborate and correctMr***'s argument relies on the very first interaction I had with his company I do not dispute that email However, as with many projects, the circumstances change with time The original email was dated June 22, and the consultation took place one week later Within that one week, I had decided that I was going to purchase my own TV, and allow companies to make a bid on the installation (mounting, wiring, and cabinetry) and speakers Mr [redacted] incorrectly states that I never told Mr [redacted] of my intents I dispute this statement Additionally, Mr [redacted] incorrectly assumes that I purchased the TV after their bid This was not the case Mr [redacted] argues that my case is exactly why they charge the $80.00, because I used their bid as a shopping list Mr***'s statement is unfounded because I purchased my TV from Amazon on July 1, (see attached), which is five days before Sound and Vision submitted their proposal Additionally, I did not even purchase a TV that was in their proposal that was submitted to me three days later than promised Therefore, Mr***'s argument does not hold water He claims that I purchased the TV after seeing their bid in an effort to utilize their expertise and claim a refund The facts show that this is not the case, and not a reason to deny a refundAdditionally, Mr [redacted] asserts that I told Mr [redacted] that I did not want speakers This statement is a complete falsity When I expressed my discontent to Mr [redacted] for omitting the speakers in the original proposal, he never denied that I asked for speakers He merely assumed they were not of interest since it was not going to be a theater room Mr***'s next proposal included speakers without any input or advice for which would be best in the room and for my casual use Surely a quote of this nature is not worth $ I can go on Amazon and search "Speakers" and get the same results and price A paid bid should have advice, suggestions, and effort It's clear from Mr [redacted] omissions, his boss's comments, and his quick second bid that he did not put time or effort into constructing the proposal, and therefore has fallen short of its expectations and warrants a refundMr [redacted] claims that installing a TV that was not purchased from Sound and Vision is against their policy I was never made aware of any policies by their company I was never given a link to the policy, a printed copy of any policy, or signed a statement acknowledging a policy This is unfair to the consumer Prior to the consultation, if a policy existed, I should have been given a method to review their company policy Had Sound and Vision done this, and I noticed that they do not install TVs that have already been purchased, this dispute would not exist It's unfair for me to lose $because the company failed to disclose their policy in writing before accepting my hard earned money Searching for a company's policies is not the responsibility of the consumer It's the company's responsibility to provide the customer with the policy and ensure their acknowledgementFinally, in Mr***'s closing to the Revdex.com, he states "Please feel free to call me; I would love to discuss this in greater detail" It's quite astounding that Mr [redacted] would say such a comment to the Revdex.com, as it was not reciprocated to me, a paying customer I tried to contact him regarding this situation to resolve it before exploring other avenues Unfortunately, Mr [redacted] rudely interrupted me and said "This conversation is over" and hung up the phone Mr [redacted] and MrWoods have stone-walled my effort to resolve this matter prior to the Revdex.com's involvement As I mentioned in my original complaint, MrWoods assured me he would contact Mr***, and they would discuss the matter and call me back with a resolution To this day, I never received a phone call Abruptly hanging up and refusing to return a phone call are not appropriate actions to take towards a paying customer Mr***'s argument for denying my refund relies on two statements(1) It's a violation of their policy to install a TV purchased elsewhere (2) I used their bid as a shopping list, and therefore received services for my $ Unfortunately for Mr***, his statements are wrong As mentioned above, I was never made aware of their installation policy at the paid consultation Surely, I would not have proceeded had I been made aware of their policy It's unreasonable to expect consumers to know the policy when it is never given Mr***'s second statement was disproved by my Amazon receipt Furthermore, Sound and Vision has admitted Mr***'s quotes have been subpar Sound and Vision has no concrete basis for denying my refund since I did not receive the quality services of a year company that I was purchasing for $I am still seeking a cash refund of my $In his previous response, Mr [redacted] did not offer any method of resolution I invite Mr [redacted] to make an effort to try and resolve this matter in his next response ***

Hello Revdex.comBottom Line: Consultation Fee are a non-refundable labor serviceMr L*** knew that we charged of this service After submitting the 1st quote, Sound & Vision sent a 2nd even more detailed quote with several options on all the products that he requestedSound & Vision apologized for the mis-communication on the speakersSubmitted was a copy of Mr L*** quote , you will see all the options and detailThis quote is the exacts same format that Sound & Vision gives to all customers. Sound & Vision is in the top Consumer Electronic CEDIA Dealers in the countryWe are actually going to New York to receive our award Sound & Vision has not reached this level of performance in our industry by taking advantage of consumer on consolation feesConsidering this is the only Sound & Vision complaint ever filed with the Revdex.com, and this is the exact same consolation policy discussed with all customers and quote format we send to all customers, should tell the story in it's self.Lets Address each Issue:1) No Compromise to the situationThe compromise was as stated to Mr L*** - prior to us coming out to even start the process, Purchase the TV and have Sound & Vision install the product and we would credit you the $feeThis is exactly what was told to Mr L*** prior to Sound & Vision coming outHe did not tell us that he purchased the TV prior to receiving the quoteSound & Vision is in the business of selling Audio and Video products and we install what we sellMr L*** wants to purchase the product online and have the local retailer that sell the exact same product install itThis is why their are very few Specialty Electronic Dealers leftSo no we are not interested in refunding Mr L*** moneyIt does not matter that Mr L*** did not like the quoteWe have a policy in place to protect Sound & VisionCompromise Solution: 1) Mr ***, in writing can state that he knew the Sound & Vision Consultaion PolicyKnowing the policy that he still wants Sound & Vision to allow Mr L*** to be the one exception to the policy and refund his Non Refundable Consulation FeeNo other added sidebarsJust admit he knew the policy and he still wants a refund If Sound & Vision receives this written statement that Sound & Vision will refund his money(Sound & Vision has never had to refund a consultation fee in our years in business) or 2) Purchase the TV from Sound & Vision and we will credit Mr L*** the $80 consolation fee. 2) Subpar quote - This is the same quote format that we send to ever customer without a complaintMr L*** received options on TV's with accessories that would be need to instal and connect properly Again same format quote that all our customers receive without complaint. 3) Mr *** Quote - Mr Woods DID NOT say he has had subpar quotesThis is absolutely not trueMr Wsaid he has had quotes go out later than what Sound & Vision wants because his wife is dealing with a very serious cancer and he has been juggling this situation and workIf you need references from Mr *** work, I can provide plenty of referencesBottom line it not the work it the timely manner of the workWe like to have quotes out within same weekAgain, Subpar quote is a matter of opinion - this is the same quote format that is submitted to all customers without complaint.4) Intent: Again as stated in the first responseMr *** told Shawn that he was LOOKING at the Samsung TVHe never said he was buying it from another dealer - that would have ended the entire quote processMr *** quoted Mr *** the Samsung TV they spoke about along with other TV's Back to the first email sent by Mr *** (submitted on the 1st response to the Revdex.com), "I need someone to install and I do not have any of the electronics." If Mr *** would have emailed that he just wanted Sound & Vision to install a TV we would have declined. 5) Purchase of the TV July 1st - This is not relevant to the caseThe case is Mr *** had us out knowing our Consultation Policy and how he could receive the Consultation Fee back by purchasing product form Sound & VisionIf he purchased the TV from Sound & Vision and we installed the TV we would credit the Consultation fee backNever during the consultation did he say he was buying the TV from another dealerWe completed the consultation by providing a quote with optionsIt does not matter when Mr *** purchased the TV - Sound & Vision was not informed that Mr *** already purchased the TV prior to us sending the quote(Stated above he did not share this with us until after we submitted the quote.)- By purchasing the TV from another dealer he forfeited his possibility of receiving the $CreditWe do not refund Consultation Fees.6) Not wanting Speakers - Mr L*** claims that he did not tell Mr *** he did not want speaker at this timeNot true but again, not relevant to the case: Sound & Vision APOLOGIZED for the mis-communicaion and submitted another very detailed quote with options on Speakers and AVR receivers 7) Not knowing the policy - Customers are explained our policy fully prior to us coming outSound & Vision explains our consultation policy with ever customer because we tell them how they get the money backMr *** statement is not true that he did not know Mr *** is a college graduate who is going to law school cannot claims he did not understand our policyHe is smarter than that and is trying to abuse the Sound & Vision PolicyMr *** knew and understood the policy and wants to make an exception because he did not like the quote The policy is in place so that Sound & Vision is paid for their services and it weeds out customers who just want to use Sound & Vision for their expertiseSerious customers understand this and have no problem with this policyMr *** knew the policy.Thank you for your time on this issueI will be out of the office until August 3rdI will not be able to resolve this issue until then.John ***Sound & Vision614-785-

July 20, 2015Revdex.com1169 Dublin RdColumbus, OH 43215[redacted]Subject: [redacted] / ID#[redacted]Below is the response to the complaint that [redacted] filed with your office.- On June 22nd [redacted] emailed my partner and stated that he neededinstallation of TV and Speakers.-...

See Attached email - States: I do not have any of the equipment andwould need it mounted. Mr. [redacted] failed to send thls email to you in hiscomplaint letter.- This is the only reason we agreed to do a consultation. Sound & Vision doesnot install TVs that we do not sell.- Prior to Sound & Vision coming out, James Lome0 knew that we chargedfor the consultation and if he purchased the product and Sound & Vision, Sound& Vision would credlt the consultation fee.- At the consultation, Mr. L[redacted] specifically told Shawn W. that he did notneed speakers. Shawn also told Mr. L[redacted] that Sound & Vision does not docarpentry work, but we have worked with companies in the past that have donethis type of work. Sound & Vision has never done any type of carpentryor woodwork.- After the first quote was sent to Mr. [redacted], Mr. L[redacted] replied in an email:1) That he was not buying the TV from Sound & Vision and only wantedSound & Vision to install the equipment.2) He did not need the Ethernet switch 3) Sound & Vision did not quoteany speakers.I instructed Shawn to send an updated quote and apologized for themisunderstanding on the speakers and electronics. Shawn also explained that he had no luck with any of the carpentrycontractors. Attached is the very detailed quote sent to Mr. [redacted]. This is thesame format that we send to all customersSound & Vision Positions:1) Never during the consultation did Mr. L[redacted] tell Shawn W. that he wouldbe purchasing the TV form another dealer. If he had done so, Shawn would haveimmediately left the consultation and would not have sent him a quote. Mr.L[redacted] changed his mind on purchasing the equipment from Sound & Visionafter he received our first quote. 1 informed Mr. L[redacted] that Sound & Vision wouldnot install a TV purchased from another dealer. Mr. L[redacted] then wanted a refund.For this exact reason, this is why Sound & Vision charges for consultations.2) Sound & Vision Policy: We charge for Consultation because this weeds outthe customers who want to use Sound & Visions expertise and get a detailedquote of products needed to for their project - basically a shopping list. In the 13Years, Sound 8 Vision has never had a complaint from any other customer onour consultation policy or quotes. As you can see this is a very detailed quote. Ifthe customer uses Sound & Vision, Sound & Vision credits the customer backthe $80.00.Sound & Vision explains to each customer prior to doing the consultation that wecharge for the consultation and that if the customer purchases from Sound &Vision based on the quote provided, we credit the customer back the consultationfee. Mr. L[redacted] was informed of this. Mr. L[redacted] is claiming that he told us thathe was buying the TV from another dealer prior to and during the consultationand this just is not the truth. Why would we go throligh a consultation and do aquote knowing we were not going to sell the TV or do the installation. This isabsolutely against our policy.3) All of the other complaints we addressed:A) Sound &Vision did a consultation and delivered a quote based on thatconsultation. - Sound & Vision is not the only company that charges forconsultations.B) Sound & Vision sent a very detailed revised quote - We apologized forthe misunderstanding and included several choices on the speaker optionsC) Sound &Vision does not do carpentry work and we suggested that wemight be able to help Mr. L[redacted] with a contractor.Please feel free to call me; I would love to discuss this in greater detail.Thank youJohn S. / Vice PresidentSound & Vision Inc.1216 E Powell RdLewis Center, OH 43035[redacted]

From: [redacted] Sent: Saturday, August 08, 2015 4:32 PM To: [redacted] Subject: [redacted] Case #[redacted]    August 8, 2015   Hello Revdex.com   Here is the disappointing part of all of this:   1) Sound & Vision has already offered 2 ways for Mr [redacted] to get his money back. Neither has been accepted.             A) Come in and purchase anything $80 or greater and we would give him the $80 Consultation Fee back as a credit towards that purchase.             B)  Admit you he knew the Consultation Fee Policy - we would refund him the entire $80 Fee.                            - If the Revdex.com believes anyone who would go through the trouble and writing a 3 page dissertation with exhibit attachments (which actually helps our case - these where very detailed), would be the same person that would not have asked what the Consultation Fee was. Sound & Vision explains why we charge for Consultations and tells every customer that if you purchase from Sound & Vision that you would be credited the Consultation Fee back. Mr. [redacted] would not blindly say sure come on out and give me an $80 consultation and quote without having been explained why and what we do.   2) I would have no problem going into Mediation, if the Mediator had the power to decide who was right or wrong in this case, I would gladly present our case. The Mediator wants to come up with solutions to rectify the situation, Sound & Vision has already given 2 solutions.  Bottom line Mr [redacted] just wants his money back. Which is an absolute abuse of our policy.   At this point, the consumer, who is not telling the truth, is going to win. I no longer have the time to deal with this.  I guess this is what most hope will happen. The retribution your company will post is not worth it.    I will send Mr. [redacted] a check next week.     Thank you John S[redacted] / Vice President Sound & Vision Inc 1216 E Powell Rd Lewis Center, OH 43035 [redacted] www.soundandvisionohio.com [redacted]

July 20, 2015
Revdex.com1169 Dublin RdColumbus, OH 43215
[redacted]
Subject: [redacted] / ID#[redacted]
Below is the response to the complaint that [redacted] filed with your office.
- On June 22nd [redacted] emailed my partner and stated that...

he neededinstallation of TV and Speakers.- See Attached email - States: I do not have any of the equipment andwould need it mounted. Mr. [redacted] failed to send thls email to you in hiscomplaint letter.- This is the only reason we agreed to do a consultation. Sound & Vision doesnot install TVs that we do not sell.- Prior to Sound & Vision coming out, James Lome0 knew that we chargedfor the consultation and if he purchased the product and Sound & Vision, Sound& Vision would credlt the consultation fee.- At the consultation, Mr. L[redacted] specifically told Shawn W. that he did notneed speakers. Shawn also told Mr. L[redacted] that Sound & Vision does not docarpentry work, but we have worked with companies in the past that have donethis type of work. Sound & Vision has never done any type of carpentryor woodwork.
- After the first quote was sent to Mr. [redacted], Mr. L[redacted] replied in an email:1) That he was not buying the TV from Sound & Vision and only wantedSound & Vision to install the equipment.2) He did not need the Ethernet switch 3) Sound & Vision did not quoteany speakers.I instructed Shawn to send an updated quote and apologized for themisunderstanding on the speakers and electronics. Shawn also explained that he had no luck with any of the carpentrycontractors. Attached is the very detailed quote sent to Mr. [redacted]. This is thesame format that we send to all customers
Sound & Vision Positions:1) Never during the consultation did Mr. L[redacted] tell Shawn W. that he wouldbe purchasing the TV form another dealer. If he had done so, Shawn would haveimmediately left the consultation and would not have sent him a quote. Mr.L[redacted] changed his mind on purchasing the equipment from Sound & Visionafter he received our first quote. 1 informed Mr. L[redacted] that Sound & Vision wouldnot install a TV purchased from another dealer. Mr. L[redacted] then wanted a refund.For this exact reason, this is why Sound & Vision charges for consultations.
2) Sound & Vision Policy: We charge for Consultation because this weeds outthe customers who want to use Sound & Visions expertise and get a detailedquote of products needed to for their project - basically a shopping list. In the 13Years, Sound 8 Vision has never had a complaint from any other customer onour consultation policy or quotes. As you can see this is a very detailed quote. Ifthe customer uses Sound & Vision, Sound & Vision credits the customer backthe $80.00.Sound & Vision explains to each customer prior to doing the consultation that wecharge for the consultation and that if the customer purchases from Sound &Vision based on the quote provided, we credit the customer back the consultationfee. Mr. L[redacted] was informed of this. Mr. L[redacted] is claiming that he told us thathe was buying the TV from another dealer prior to and during the consultationand this just is not the truth. Why would we go throligh a consultation and do aquote knowing we were not going to sell the TV or do the installation. This isabsolutely against our policy.
3) All of the other complaints we addressed:A) Sound &Vision did a consultation and delivered a quote based on thatconsultation. - Sound & Vision is not the only company that charges forconsultations.B) Sound & Vision sent a very detailed revised quote - We apologized forthe misunderstanding and included several choices on the speaker optionsC) Sound &Vision does not do carpentry work and we suggested that wemight be able to help Mr. L[redacted] with a contractor.
Please feel free to call me; I would love to discuss this in greater detail.
Thank you
John S. / Vice PresidentSound & Vision Inc.1216 E Powell RdLewis Center, OH 43035[redacted]

Hello Revdex.com
Bottom Line: Consultation Fee are a non-refundable labor service. Mr L[redacted] knew that we charged of this service.  After submitting the 1st quote, Sound & Vision sent a 2nd even more detailed quote with several options on all the products that he requested. Sound & Vision apologized for the mis-communication on the speakers. Submitted was a copy of Mr L[redacted] quote , you will see all the options and detail. This quote is the exacts same format that Sound & Vision gives to all customers. 
Sound & Vision is in the top 50 Consumer Electronic CEDIA Dealers in the country. We are actually going to New York to receive our award.  Sound & Vision has not reached this level of performance in our industry by taking advantage of consumer on consolation fees. Considering this is the only Sound & Vision complaint ever filed with the Revdex.com, and this is the exact same consolation policy discussed with all customers and quote format we send to all customers, should tell the story in it's self.
Lets Address each Issue:
1) No Compromise to the situation. The compromise was as stated to Mr L[redacted] - prior to us coming out to even start the process,  Purchase the TV and have Sound & Vision install the product and we would credit you the $80 fee. This is exactly what was told to Mr L[redacted] prior to Sound & Vision coming out. He did not tell us that he purchased the TV prior to receiving the quote. Sound & Vision is in the business of selling Audio and Video products and we install what we sell. Mr L[redacted] wants to purchase the product online and have the local retailer that sell the exact same product install it. This is why their are very few Specialty Electronic Dealers left. So no we are not interested in refunding Mr L[redacted] money. It does not matter that Mr L[redacted] did not like the quote. We have a policy in place to protect Sound & Vision. Compromise Solution: 1) Mr [redacted], in writing can state that he knew the Sound & Vision Consultaion Policy. Knowing the policy that he still wants Sound & Vision to allow Mr L[redacted] to be the one exception to the policy and refund his Non Refundable Consulation Fee. No other added sidebars. Just admit he knew the policy and he still wants a refund.   If Sound & Vision receives this written statement that Sound & Vision will refund his money. (Sound & Vision has never had to refund a consultation fee in our 13 years in business) or 2)  Purchase the TV from Sound & Vision and we will credit Mr L[redacted] the $80 consolation fee. 
 
2) Subpar quote - This is the same quote format that we send to ever customer without a complaint. Mr L[redacted] received 4 options on TV's with accessories that would be need to instal and connect properly.  Again same format quote that all our customers receive without complaint. 
3) Mr [redacted] Quote - Mr Woods DID NOT say he has had subpar quotes. This is absolutely not true. Mr W. said he has had quotes go out later than what Sound & Vision wants because his wife is dealing with a very serious cancer and he has been juggling this situation and work. If you need references from Mr [redacted] work, I can provide plenty of references. Bottom line it not the work it the timely manner of the work. We like to have quotes out within same week. Again, Subpar quote is a matter of opinion - this is the same quote format that is submitted to all customers without complaint.
4) Intent: Again as stated in the first response. Mr [redacted] told Shawn that he was LOOKING at the Samsung TV. He never said he was buying it from another dealer - that would have ended the entire quote process. Mr [redacted] quoted Mr [redacted] the Samsung TV they spoke about along with 3 other TV's.  Back to the first email sent by Mr [redacted] (submitted on the 1st response to the Revdex.com), "I need someone to install and I do not have any of the electronics." If Mr [redacted] would have emailed that he just wanted Sound & Vision to install a TV we would have declined. 
5) Purchase of the TV July 1st - This is not relevant to the case. The case is Mr [redacted] had us out knowing our Consultation Policy and how he could receive the Consultation Fee back by purchasing product form Sound & Vision. If he purchased the TV from Sound & Vision and we installed the TV we would credit the Consultation fee back. Never during the consultation did he say he was buying the TV from another dealer. We completed the consultation by providing a quote with options. It does not matter when Mr [redacted] purchased the TV - Sound & Vision was not informed that Mr [redacted] already purchased the TV prior to us sending the quote. (Stated above he did not share this with us until after we submitted the quote.)- By purchasing the TV from another dealer he forfeited his possibility of receiving the $80 Credit. We do not refund Consultation Fees.
6) Not wanting Speakers - Mr L[redacted] claims that he did not tell Mr [redacted] he did not want speaker at this time. Not true but again, not relevant to the case: Sound & Vision APOLOGIZED for the mis-communicaion and submitted another very detailed quote with options on Speakers and AVR receivers.  
7) Not knowing the policy - Customers are explained our policy fully prior to us coming out. Sound & Vision explains our consultation policy with ever customer because we tell them how they get the money back. Mr [redacted] statement is not true that he did not know.  Mr [redacted] is a college graduate who is going to law school cannot claims he did not understand our policy. He is smarter than that and is trying to abuse the Sound & Vision Policy. Mr [redacted] knew and understood the policy and wants  to make an exception because he did not like the quote.  The policy is in place so that Sound & Vision is paid for their services and it weeds out customers who just want to use Sound & Vision for their expertise. Serious customers understand this and have no problem with this policy. Mr [redacted] knew the policy.
Thank you for your time on this issue. I will be out of the office until August 3rd. I will not be able to resolve this issue until then.
John [redacted]
Sound & Vision
614-785-9700

I am rejecting this response because:The business did not offer any compromise or remedy to the situation, they merely took an argumentative stance on how it is not their fault.  I'm hoping their next response will attempt to provide some remedy.Mr. [redacted]'s response does not address the main issue: The bid received was subpar, and certainly does not meet the expectations of a company in business for nearly thirteen years.  Specifically, the bid was missing two key parts of the project: speakers and the carpentry.  If Mr. [redacted] was unable to collaborate with their carpentry partners, surely a quality proposal would include a comment of it.  Rather, it was just ignored.  Mr. [redacted]'s partner, Mr. W., even admitted that Mr. [redacted]'s bids had been unsatisfactory as of late due to family issues, and other customers had complained.  Mr. [redacted] did not deny this fact in his response.  This alone should be a sufficient reason for a refund.  But, Mr. [redacted]'s response did not provide any effort to try and resolve the matter.  Instead, he made some inaccurate statements, which I will elaborate and correct.Mr. [redacted]'s argument relies on the very first interaction I had with his company.  I do not dispute that email.  However, as with many projects, the circumstances change with time.  The original email was dated June 22, and the consultation took place one week later.  Within that one week, I had decided that I was going to purchase my own TV, and allow companies to make a bid on the installation (mounting, wiring, and cabinetry) and speakers.  Mr. [redacted] incorrectly states that I never told Mr. [redacted] of my intents.  I dispute this statement.  Additionally, Mr. [redacted] incorrectly assumes that I purchased the TV after their bid.  This was not the case.  Mr. [redacted] argues that my case is exactly why they charge the $80.00, because I used their bid as a shopping list.  Mr. [redacted]'s statement is unfounded because I purchased my TV from Amazon on July 1, 2015 (see attached), which is five days before Sound and Vision submitted their proposal.  Additionally, I did not even purchase a TV that was in their proposal that was submitted to me three days later than promised.  Therefore, Mr. [redacted]'s argument does not hold water.  He claims that I purchased the TV after seeing their bid in an effort to utilize their expertise and claim a refund.  The facts show that this is not the case, and not a reason to deny a refund.Additionally, Mr. [redacted] asserts that I told Mr. [redacted] that I did not want speakers.  This statement is a complete falsity.  When I expressed my discontent to Mr. [redacted] for omitting the speakers in the original proposal, he never denied that I asked for speakers.  He merely assumed they were not of interest since it was not going to be a theater room.  Mr. [redacted]'s next proposal included speakers without any input or advice for which would be best in the room and for my casual use.  Surely a quote of this nature is not worth $80.00.  I can go on Amazon and search "Speakers" and get the same results and price.  A paid bid should have advice, suggestions, and effort.  It's clear from Mr. [redacted] omissions, his boss's comments, and his quick second bid that he did not put time or effort into constructing the proposal, and therefore has fallen short of its expectations and warrants a refund.Mr. [redacted] claims that installing a TV that was not purchased from Sound and Vision is against their policy.  I was never made aware of any policies by their company.  I was never given a link to the policy, a printed copy of any policy, or signed a statement acknowledging a policy.  This is unfair to the consumer.  Prior to the consultation, if a policy existed, I should have been given a method to review their company policy.  Had Sound and Vision done this, and I noticed that they do not install TVs that have already been purchased, this dispute would not exist.  It's unfair for me to lose $80.00 because the company failed to disclose their policy in writing before accepting my hard earned money.  Searching for a company's policies is not the responsibility of the consumer.  It's the company's responsibility to provide the customer with the policy and ensure their acknowledgement.Finally, in Mr. [redacted]'s closing to the Revdex.com, he states "Please feel free to call me; I would love to discuss this in greater detail".  It's quite astounding that Mr. [redacted] would say such a comment to the Revdex.com, as it was not reciprocated to me, a paying customer.  I tried to contact him regarding this situation to resolve it before exploring other avenues.  Unfortunately, Mr. [redacted] rudely interrupted me and said "This conversation is over" and hung up the phone.  Mr. [redacted] and Mr. Woods have stone-walled my effort to resolve this matter prior to the Revdex.com's involvement.  As I mentioned in my original complaint, Mr. Woods assured me he would contact Mr. [redacted], and they would discuss the matter and call me back with a resolution.  To this day, I never received a phone call.  Abruptly hanging up and refusing to return a phone call are not appropriate actions to take towards a paying customer.  Mr. [redacted]'s argument for denying my refund relies on two statements. (1) It's a violation of their policy to install a TV purchased elsewhere (2) I used their bid as a shopping list, and therefore received services for my $80.00.  Unfortunately for Mr. [redacted], his statements are wrong.  As mentioned above, I was never made aware of their installation policy at the paid consultation.  Surely, I would not have proceeded had I been made aware of their policy.  It's unreasonable to expect consumers to know the policy when it is never given.  Mr. [redacted]'s second statement was disproved by my Amazon receipt.  Furthermore, Sound and Vision has admitted Mr. [redacted]'s quotes have been subpar.  Sound and Vision has no concrete basis for denying my refund since I did not receive the quality services of a 13 year company that I was purchasing for $80.00.I am still seeking a cash refund of my $80.00. In his previous response, Mr. [redacted] did not offer any method of resolution.  I invite Mr. [redacted] to make an effort to try and resolve this matter in his next response.
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

From: [redacted] Sent: Saturday, August 08, 2015 4:32 PMTo: [redacted]Subject: [redacted] Case #[redacted]    August 8, 2015   Hello Revdex.com   Here is the disappointing part of all of this:   1) Sound & Vision has already offered 2 ways for Mr [redacted] to get his money back. Neither has been accepted.             A) Come in and purchase anything $80 or greater and we would give him the $80 Consultation Fee back as a credit towards that purchase.             B)  Admit you he knew the Consultation Fee Policy - we would refund him the entire $80 Fee.                            - If the Revdex.com believes anyone who would go through the trouble and writing a 3 page dissertation with exhibit attachments (which actually helps our case - these where very detailed), would be the same person that would not have asked what the Consultation Fee was. Sound & Vision explains why we charge for Consultations and tells every customer that if you purchase from Sound & Vision that you would be credited the Consultation Fee back. Mr. [redacted] would not blindly say sure come on out and give me an $80 consultation and quote without having been explained why and what we do.   2) I would have no problem going into Mediation, if the Mediator had the power to decide who was right or wrong in this case, I would gladly present our case. The Mediator wants to come up with solutions to rectify the situation, Sound & Vision has already given 2 solutions.  Bottom line Mr [redacted] just wants his money back. Which is an absolute abuse of our policy.   At this point, the consumer, who is not telling the truth, is going to win. I no longer have the time to deal with this.  I guess this is what most hope will happen. The retribution your company will post is not worth it.    I will send Mr. [redacted] a check next week.     Thank you John S[redacted] / Vice President Sound & Vision Inc 1216 E Powell Rd Lewis Center, OH 43035 [redacted]www.soundandvisionohio.com[redacted]

I am rejecting this response because:The business did not offer any compromise or remedy to the situation, they merely took an argumentative stance on how it is not their fault.  I'm hoping their next response will attempt to provide some remedy.
Mr. [redacted]'s response does not address the main issue: The bid received was subpar, and certainly does not meet the expectations of a company in business for nearly thirteen years.  Specifically, the bid was missing two key parts of the project: speakers and the carpentry.  If Mr. [redacted] was unable to collaborate with their carpentry partners, surely a quality proposal would include a comment of it.  Rather, it was just ignored.  Mr. [redacted]'s partner, Mr. W., even admitted that Mr. [redacted]'s bids had been unsatisfactory as of late due to family issues, and other customers had complained.  Mr. [redacted] did not deny this fact in his response.  This alone should be a sufficient reason for a refund.  But, Mr. [redacted]'s response did not provide any effort to try and resolve the matter.  Instead, he made some inaccurate statements, which I will elaborate and correct.
Mr. [redacted]'s argument relies on the very first interaction I had with his company.  I do not dispute that email.  However, as with many projects, the circumstances change with time.  The original email was dated June 22, and the consultation took place one week later.  Within that one week, I had decided that I was going to purchase my own TV, and allow companies to make a bid on the installation (mounting, wiring, and cabinetry) and speakers.  Mr. [redacted] incorrectly states that I never told Mr. [redacted] of my intents.  I dispute this statement.  Additionally, Mr. [redacted] incorrectly assumes that I purchased the TV after their bid.  This was not the case.  Mr. [redacted] argues that my case is exactly why they charge the $80.00, because I used their bid as a shopping list.  Mr. [redacted]'s statement is unfounded because I purchased my TV from Amazon on July 1, 2015 (see attached), which is five days before Sound and Vision submitted their proposal.  Additionally, I did not even purchase a TV that was in their proposal that was submitted to me three days later than promised.  Therefore, Mr. [redacted]'s argument does not hold water.  He claims that I purchased the TV after seeing their bid in an effort to utilize their expertise and claim a refund.  The facts show that this is not the case, and not a reason to deny a refund.
Additionally, Mr. [redacted] asserts that I told Mr. [redacted] that I did not want speakers.  This statement is a complete falsity.  When I expressed my discontent to Mr. [redacted] for omitting the speakers in the original proposal, he never denied that I asked for speakers.  He merely assumed they were not of interest since it was not going to be a theater room.  Mr. [redacted]'s next proposal included speakers without any input or advice for which would be best in the room and for my casual use.  Surely a quote of this nature is not worth $80.00.  I can go on Amazon and search "Speakers" and get the same results and price.  A paid bid should have advice, suggestions, and effort.  It's clear from Mr. [redacted] omissions, his boss's comments, and his quick second bid that he did not put time or effort into constructing the proposal, and therefore has fallen short of its expectations and warrants a refund.
Mr. [redacted] claims that installing a TV that was not purchased from Sound and Vision is against their policy.  I was never made aware of any policies by their company.  I was never given a link to the policy, a printed copy of any policy, or signed a statement acknowledging a policy.  This is unfair to the consumer.  Prior to the consultation, if a policy existed, I should have been given a method to review their company policy.  Had Sound and Vision done this, and I noticed that they do not install TVs that have already been purchased, this dispute would not exist.  It's unfair for me to lose $80.00 because the company failed to disclose their policy in writing before accepting my hard earned money.  Searching for a company's policies is not the responsibility of the consumer.  It's the company's responsibility to provide the customer with the policy and ensure their acknowledgement.
Finally, in Mr. [redacted]'s closing to the Revdex.com, he states "Please feel free to call me; I would love to discuss this in greater detail".  It's quite astounding that Mr. [redacted] would say such a comment to the Revdex.com, as it was not reciprocated to me, a paying customer.  I tried to contact him regarding this situation to resolve it before exploring other avenues.  Unfortunately, Mr. [redacted] rudely interrupted me and said "This conversation is over" and hung up the phone.  Mr. [redacted] and Mr. Woods have stone-walled my effort to resolve this matter prior to the Revdex.com's involvement.  As I mentioned in my original complaint, Mr. Woods assured me he would contact Mr. [redacted], and they would discuss the matter and call me back with a resolution.  To this day, I never received a phone call.  Abruptly hanging up and refusing to return a phone call are not appropriate actions to take towards a paying customer.  
Mr. [redacted]'s argument for denying my refund relies on two statements. (1) It's a violation of their policy to install a TV purchased elsewhere (2) I used their bid as a shopping list, and therefore received services for my $80.00.  Unfortunately for Mr. [redacted], his statements are wrong.  As mentioned above, I was never made aware of their installation policy at the paid consultation.  Surely, I would not have proceeded had I been made aware of their policy.  It's unreasonable to expect consumers to know the policy when it is never given.  Mr. [redacted]'s second statement was disproved by my Amazon receipt.  Furthermore, Sound and Vision has admitted Mr. [redacted]'s quotes have been subpar.  Sound and Vision has no concrete basis for denying my refund since I did not receive the quality services of a 13 year company that I was purchasing for $80.00.
I am still seeking a cash refund of my $80.00. In his previous response, Mr. [redacted] did not offer any method of resolution.  I invite Mr. [redacted] to make an effort to try and resolve this matter in his next response.
[redacted]

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Address: 1216 E Powell Rd, Lewis Center, Ohio, United States, 43035-8618

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