BBB Business Review

What is a BBB Business Review?

Consumer Complaints

BBB Accredited Business since 13/08/2001

Brock Built-In Specialists

Phone: (905) 433-2518Fax: (905) 433-0659

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
10/14/2014Problems with Product / Service | Read Complaint Details
X

Complaint
Several product malfunctions and failures since the first week. Several attempts to repair have failed. Additional problems now warrant total refund!
In August of last year we had over $11,000 in equipment and install did in our home. Within weeks we began to experience problems with the system. Originally minor it graduated to having the TV replaced once and repaired a second time followed by having the receiver repaired. In between those repairs we experienced problems with the outside speakers. The volume control was replaced as it was overloaded only to have it overload again recently almost causing a fire. **** from Built-In came again and removed the volume control and promised to return with another more suitable one. He has not returned and we haven't heard from them for a few weeks now. While waiting for the volume control we have now had the TV begin to act up again and the Speaker Craft Amp has stopped working completely.

Desired Settlement
We just want the system to be properly removed making sure to leave the home as they found it and refund our money

Business Response
Contact Name and Title: *** ******, Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@BrockBuiltin.ca
September 23rd, 2014

In response to the complaint made by Mr. ******* September 9th, 2014 to Better Business Bureau.

Brock Built-in Specialists installed a TV with surround sound and additional amplified speakers, completed July 2nd, 2013 at Mr. *******' house. The system was tested upon completion.

Shortly after the system was installed the TV malfunctioned. The manufacturer provides in home service for any warranty issues. However, Mr. ******* demanded a new TV. Our supplier was out of stock of that particular TV and to satisfy Mr. ******* we purchased a new TV, of that model (at full retail price) from another vender and installed it. The original TV was repaired by the manufacturer and is now in our show room.

Approximately 6 months later we received a call that the outdoor speakers weren't working. We responded immediately and replaced the volume control with the highest wattage volume control available. Approximately 1 month later the volume control that we had replaced had failed again. We then reduced the amp output to limit the load on the volume control and used a temperature gun to make sure it wasn't overheating on high volume.

Mr. ******* then experienced a problem with the new TV. We visited the site, tested all HDMI cables, called the manufacturers tech support and did a diagnostic on the TV. The manufacturer said they would send a tech to the site to repair the TV (This was done). When our tech arrived on site the customer was outside taking a picture of a tree to see whose property the tree was on as it had branches hitting the power lines apparently causing power outages. (The customer was calling ******* ***** to deal with the tree)

Approximately 1 week after the TV repair we were called again. The surround sound amp, supplying video to the TV was not working. We removed the amp and took it to the factory service center for warranty repair. During this time, we were called again and it turned out the cable box (not supplied by us) also needed to be replaced. The equipment malfunctions were possibly caused by power surges. We re-installed and set up the surround sound amp and everything was working fine.

Finally, we were called again, with the volume control heating up. Our solution was to bypass the volume control and re-configure the remote control to run the outdoor speakers. It was explained to Mrs. ******* what we had done, and how to use the remote control to control the outdoor speakers. The technician told Mrs. ******* that if Mr. ******* had any questions he should call us. Everything was tested and working fine when we left.

We have never heard from Mr. ******* so we assumed all was well, until receiving this complaint.

We understand Mr. *******' frustration with the equipment malfunctions he has encountered. We have responded promptly and professionally at absolutely no charge to the customer to resolve these issues, absorbing all costs of parts and labour associated. To the best of our knowledge the systems are functioning. Upon receiving this complaint we immediately left a message with Mrs. ******* for them to contact us if there is an issue with the system, and we will certainly resolve it.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
To date we have only received a text from **** the technician asking us questions and providing suggestions to try and trouble shoot the problems that continue to exist. Why not a phone call?

We are at a complete loss regarding the "tree" comments. Perhaps they are confusing us with another customer.

The HDMI video output from the receiver does not work, the Speaker Craft amp is completely non-functional, and the volume controls in the wall are non-functional.

We will keep all speakers, cabling, and wall mounted equipment however we would prefer the TV, the Receiver, the Amp, the Blue-ray player, the Universal remote and all supporting routers and equipment be removed and refunded.

Should Built-In have another solution we are willing to listen but at this point this seems like the only one.

Still waiting......

Final Business Response
Since Mr. ******* last response **** has visited the customer and we are currently waiting on the customer to decide on one of two solutions to move forward with.

The HDMI switch in the amplifier is malfunctioning, causing the issue Mr. ******* is experiencing. We have offered to either replace the amplifier with the new current model (at our cost) rather than repairing the amp through the standard warranty process, or to install a third party HDMI switch with the current amp.

We look forward to resolving this issue as soon as we have a response from Mr. *******.

Industry Comparison| Chart

Security Control Equipment & System Monitors, Vacuum Cleaning Systems, Burglar Alarm Systems - Dealers, Monitoring & Service, Vacuum Cleaners - Household - Dealers, Home Automation

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.