Suess Electronics Inc.

Review: I have purchased a high end entertainment system. It included a 70" TV as well as a surround sound speaker system. Along with this I purchased the service of having everything installed and mounted in my new house. When I went to pick out a TV I was shown two different models. I had indicated that I would like a 3D TV and was shown two different options, one was a smart TV which was about $600 more than what the non-smart TV was. I opted for the non-smart TV as I already have Apple TV. There is no need to purchase a smart TV when one already has an Apple TV, at least in my mind. The only requirements were a 70" LED TV with 3D. I then purchases a sound system to go along with the TV. Because I wasn't closing on the house over the weekend, I had asked if the items were in stock and if I could put some money down to reserve the items if they were. I was told they were all in stock and gave Suess Electronics $100 to hold the stock. When I went back in to schedule the items to be installed, I was told they were still on order and that they should be in with in a week. STRIKE ONE! I had been told at the time of deposit they were in and the $100 that I put down would hold the inventory. I was told that it would be $60 an hour for install and would take 4 to 5 hours. Well STRIKE TWO!!! They came out with what inventory they had and I was told it was $150 an hour. Well, after the initial install, I found out the speakers were still on order and had not come in. STRIKE THREE!!! They now said they would have to come out again and install the speakers for an additional $150 an hour and it would be another 4-5 hours. After viewing the TV and deciding to get a 3D movie off HBO on demand, I realized, they did not bring the 3D TV that I had ordered and in fact it was a Smart TV with NO 3D. STRIKE FOUR!!! They ordered the wrong TV or had miss informed me at the time of sale. After calling in and not having 3 calls returned and being lied to that Randal was with another customer, I found out that he was not in the office. The manager that called back basically told me that what we got was what we ordered and they were not going to do anything for me; in fact, what we got is not what I wanted, nor was what I put money down on In Stock. Also, I was quoted the wrong amount of time to complete the job. I have to admit I use some not so pleasant language the last time I was able to talk to someone, but in the situation spending the money I did I had had it!Desired Settlement: I would like some sort of compensation for the wrong merchandise, as well as the hassle of having the items not in stock when I had put a deposit down on the items. Also would like the compensation of having someone else install the speakers that were not done in the 4-5 hours that was already paid for. I am not going to pay Suess to install the speakers at $150 an hour. I will have someone do it at a more reasonable price. It's unfair practice that Suess is quoting wrong prices, taking down payments for stock that doesn't exist and charging for extra hours that should not be needed because stock was not available.

Business

Response:

We contacted the customer on the day we received the complaint. After discussing all of the issues with the customer we sent out one of our installation teams within 48 hours to resolve all of the issues. We followed up with the customer a couple of days after the issues were resolved to confirm that everything was ok.