No installation fee was verbally promised at initial buying meeting. A fee of $120 for installation that took 15 minutes was charged.
Interactive pre-wired our house that was being built. We met with a sales representative (****** ******** and in order for her to have us buy more things that we were on the fence about she said if we bought everything from Interactive they would not charge installation of products. We returned to Interactive and ****** to buy a receiver after the house was built and to have them install this receiver that was purchased from them. I was directed to a different sales rep (****** sent me to **** ********** and I went through what was already installed and what I was needing. I explained about how we had been promised no installation. He was not willing to honor this. This was his response "I do apologize for the confusion. It is our goal to provide as much information to the 1000+ appointments the showroom works with through the year and be consistent in that delivery. We communicate the same message to try to eliminate any confusion. We encourage you to get additional quotes to have a comparison to what I provided." His way of resolving the issue was to try and up sell us on other materials and products that I did not want ******** "I really can't answer that question since I wasn't present during your meeting with her. I would need to refer that to her. She is currently in a demo but I did briefly speak to her about it. She may have been referring to a post-closing sheet where the products have labor built into them. For example the receiver I quoted is $599 but it is listed as $719 on her sheet, which includes labor for this device. The other $120 comes from installation of the ***** player and its apps on your smart phone." After numerous attempts of explaining why we purchased what we did in the first meeting he still was not willing to honor what was promised. We were quoted the $599 price but she said that it was subject to change because technology often changes. They charged $120 for installation of a receiver that took the technician 15 minutes to install. This was after he was 50 minutes late to the appointment and I was promised no installation fees if I bought everything from them. Going from a promise of no installation to $480 an hour was a rather large jump.
Interactive should not promise something that they are not willing or able to do just do get customers to purchase more products from them. I ended up spending over $1,000 more at our first meeting because of this promise. In the second order I ended up ordering less because I felt like I had been lied to and didn't want to support a company that operated that way. Interactive should honor the initial verbal promise of no installation fees if products were purchased from them directly. They should refund the $120 that was charged.
Contact Name and Title: ***** A. ******, *******
Contact Phone: XXXXXXXXXX
Contact Email: *******@interactivesystems.com
I have interviewed all employees involved and reviewed our files and documentation associated with this case and have assembled the following response.
It seems the main complaint of the customer is that it was his understanding from one of our sales representatives that there would be no installation fee if he purchased products and service above and beyond the other products and services he selected thru his homebuilder as part of his new home construction.
This initial meeting between the customer and our builder sales representative, ****** ******** was held at our showroom on July, 13, 2013. The customer made their selections of products and services to be installed during the construction of their new home. These products and services are inclusive of the cost of labor, are billed directly to their homebuilder and becomes part of the total cost of their new home. During this meeting, we make the customer aware of other products and services we can perform after the construction phase is complete.
A little over four months later, on November 21, 2013, the customer was provided a quote for additional equipment by our AV sales representative, **** **********
On November 22, 2013, the customer responded and requested that adjustments be made to the quote. They also recounted a conversation with ****** and stated "One thing she had said was that there would be no labor charge because we had bought a lot of items with your company and spent a lot of money with you guys. Can you please confirm this?" **** responded a little later in the day with the revised quote per the customers' request and also noted to the customer that we do charge for labor as disclosed in the written quote.
From November 22, 2013 to December 10, 2013, **** and the customer were engaged in a series of back and forth email to refine the quote to the customers specifications. The customer AGREED TO THE QUOTE AND SIGNED the agreement noting the products purchased AND the installation charge CLEARLY itemized on December 10, 2013. The total amount of the agreement was $ 774.41 and we require an 80% deposit or $ 619.53 to proceed with the order. The order was installed by one of our technicians on December 18, 2013.
Consequently, as of today, January 10, 2014, the customer has yet to pay the remaining 154.88 due on the installation.
With respect to specifically the claim that we offered no cost installation, it is not our policy to make such an offer. Some simple services, like installing and setting up a receiver, are offered at a fixed fee price so that customers can know exactly how much to expect to pay for this service. Other more complex services are quoted on a time and materials basis. In all cases, including this one, the customer is provided a quote in writing before they commit to a purchase. We document their approval of products and services selected during both the construction and post-closing phases.
Also, ****** is one of our long time sales representatives and is fully aware that we do not have a "no installation fee" offer.
Building a home is a very exciting experience but it is also one that at times can be very stressful and confusing because of all the decisions that are required to be made in a very short period of time. Based on the facts as I understand them and our company processes, I can only assume that the customer perhaps confused their conversation regarding a "No installation fee" offer with another vendor with the one they had with ******. While there is a great amount of written documentation regarding this sale, the customer has nothing in writing from Interactive regarding a "No installation fee" offer.
In necessary, all our files and documentation with respect to this case are available for review
We regret any confusion the customer may have had in their experience with Interactive Systems.
We proudly served almost 2,000 customers in 2013 and will continue to provide the high level of service that Interactive is known for.
***** ** ******, ***
Executive Vice President/Chief Financial Officer/Chief Operating Officer
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response
We have reviewed the customers counter to our response of January 10, 2014 to his initial complaint and have summarized our response and conclusion below:
With respect to their accusation that our sales representative, ******, lied to them regarding an alleged offer of no installation fee, it appears the relief the customer is seeking is an admission by ****** that she lied to them. Absence of any direct audio evidence, this is a difference that is hard to resolve but we offer the following facts:
1. ****** is a seasoned sales representative who holds hundreds appointments a year and thousands over the course of her employment. This is the first time such an accusation has been leveled against her. It is simply outside of her level of experience, professionalism or character.
2. After feeling they have been misled, it is unclear why the customer, after four months (from their July 13, 2013 appointment to their first engagement of sales representative **** on November 22, 2013) proceeded with a purchase of a receiver they were under no obligation to purchase from us. The customer agreed to purchase a receiver by signing the agreement on December 10, 2013 that CLEARLY itemized a $ 120 installation charge. As previously stated, these documents are available for review.
3. While we agree that misleading customers is an unethical practice nor do we engage in such practices, it would be equally unethical for us to admit to something we did not do. If the relief the customer is seeking an admission to something that we believe did not happen, then there is no resolution to this matter. Apart from the other facts we have submitted, it is literally he said-she said.
4. It has been, and still is our opinion, based on the facts outlined above and in our previous response, that this is simply a matter of honest confusion on the part of the customer.
The core objection by the customer seems to be regarding the installation fee which is something we can tangibly address.
The customer currently owes Interactive $ 154.88 remaining on the cost of the receiver and installation charge which he AGREED TO AND SIGNED FOR on December 10, 2013. In an effort to resolve this matter, we have written off this amount so the customer has no further financial obligation to Interactive. The customers' remaining balance has been wiped clean. Customer did contact us to pay this amount but was subsequently informed that his payment is no longer necessary. Please note the amount is in excess of the aforementioned installation charge.
This is the extent to which we can accommodate the customers' complaint and consider this matter closed.