Business ProfileforSecurity Plus

Horrible service!! Can’t even make this up? Two guys come out to hook up our tv that was already hung because we didn’t want it laying on the floor. They get here and the white guy Haden or Aiden seemed iterated already because the tv was already mounted. Maybe? He didn’t know that, well sales rep where you at? So then the white guy asks my wife to help? That’s when I came out and was like? Wait a min you have two guys here and going to ask my wife to help when we are paying for the service. For real, one guy could of took the tv off just like I put it up. So then not much longer the white guy says to my wife I don’t believe this tv ever work? ?? ok. My wife is like the nicest person in the world so she’s uncomfortable. Thats when I’m like hold up, your not going to talk to my wife like that. The white guy had walked out and slammed front door and went to truck where I preceded to follow him and when he tried to come back in and I told him to get the hell off my property. So, he calls Brandon to grab his stuff and come on. Gets better, the owner Paul C***** calls my wife and I get on the phone. Of course, I’m pissed. I guess I have to accept Paul’s the owner because he sure didn’t act like one. I’ll add that conversation in later, but basically all excuses and point blame back at us. I think he thought we wanted a new tv when I don’t even care about the tv, mentioned it several times and had to keep bringing Paul back to point of the whole issue and that was the poor customer service listed above. Paul put blame on the customer several times. It was simple they only do the whole deal of mounting and hooking it up? Ok, cool, so when we said we already mounted it, which we did that’s when you say, we don’t just hook up the cables and IR box. Could of prevented all of this. I didn’t want to mess around with it thats why we told them to come out. Paul was like it sounds like there was miscommunication between his sales rep and the customer. Well, actually your sales rep should of known if the tv was mounted than it would be the other part that was not completed and that’s what would need to be serviced. I typically don’t waste my breath on crap like this, but what a horrible customer experience all around. I didn’t expect much more from Paul the supposed owner. Well, it’s good I’m cool because dude if some other husbands would of heard the way Haden/Jaiden spoke to their wife, I don’t think it would of been a good outcome. Unfortunately, I guess ***** ***** referred this company. This is a new build, so it’s about quantity and price and whose available, so I’m assuming ***** goes with whomever they can get. It’s hard though with COVID, you have to find whoever to get the work done, even if it means you sacrifice the customer service. I will say the most professional one out of this deal was Brandon? Poor Brandon. I think he was in training working with a warm body (the other guy) that had no communication skills. Paul do better, don’t automatically take your service persons side and say whatever to the customer. Plus, people are going to use foul language. Get over it As far as tv not working. Have your employees plug the tv in and make sure it works first. That will prevent any of this from happening in the first place and your employee saying to the customer after literally not spending any time thinking about it that their tv never work. Plus, if the tv doesn’t work, you protect yourself and don’t waste your time or the customers. As you can see the tv works! I almost kind of feel bad now that I think about it. You have a employee go out and give completely unacceptable cringe worthy customer service and then you completely stand behind that?

We were hired to set up an IR kit for this customer. Shortly after our arrival the wife warned the technicians not to pay her husband any mind because he was already mad which may have contributed to the following course of events. The TV was already hung, so the technicians removed the TV, set up their IR kit AND connected their HDMI's which were not previously connected as they were still coiled up. Once the technicians rehung the TV, it did not power on. They asked the wife if they had watched this TV yet and she said yes. So, my lead technician went out to the van to get a power supply so he could check the power outlet to see if that could be the problem. They were at that time asked by the husband to get out of the house and off of his property for calling his wife a liar. I have talked to both of my technicians, and neither one of them called the wife a liar. At that time, Paul received a phone call from the lead technician telling him what had happened. Paul immediately contacted the customer, and was met with vulgarity from the husband. I was a witness to Paul's side of this conversation, and it was evident that he was trying to get to the bottom of what happened and asked the customer several times to stop with the foul language since he was having difficulty resolving anything with the customer being that unreasonable. This particular technician has worked with us for almost 4 years, and we have never had a complaint from a customer on him, ever. In fact, we have several customers that request him when they hire us for additional work. We are being accused of "horrible service" when the only thing that we were hired to do was set up the IR kit. Not only was that done, but we also connected the HDMI's that were still coiled, and when the TV did not turn on, we were going to trouble shoot for them. Furthermore, the instant Paul was notified of this event, he contacted the customers right away in an effort to come to some resolution and could not carry on a reasonable conversation to resolve anything with the husband. Furthermore, please refrain from referring to our technician as "the white guy" as was done in this complaint when you know his name, or as white trash which is how you referred to him on Saturday when he went to get something out of his van to troubleshoot your TV.