XpertAV Premier Installations, LLC

Yes, we did have trouble getting proper reception for this customer due to his home being located further behind a mountain than expected, and a bit down in a bowl. We were able to get fair reception of most channels, but they are missing a couple fo local stations. The small additional cost was due to having to switch to a different, more expensive type of antenna to maximize reception.

Two techs were sent out because most of our jobs require two techs and we cannot play musical chairs with the trucks, adding and removing techs as needed for jobs throughout the day. We have a minimum one hour charge to roll a truck down to Green valley, but this customer was charged only the single tech rate of $85.00/hr, because his service only required the one technician. I believe this is very fair and i am not sure why this customer is complaining about an $85.00 service call. I guess we should have taken more tie to perform the service so he would feel the charge was more justified, but we try to be honest and not falsely extend time to increase the bill.

This customer is not being realistic. First of all the verbal estimate he was provided was based on the information he gave me over the phone only. The scope of the work he wanted done significantly increased once we arrived. Now I see why he declined an onsite estimate. His purpose was to reduce the cost as much as possible by referring to a verbal estimate based on incomplete information. When asked us about our experience with DVR models, i informed him that we have worked with many types and many of the Asian models have similar features. I never said we know everything about everything as he suggests I stated. He never provided the model or manufacture of his unit, so we spent a little time familiarizing ourselves with each features on site. This is totally understandable isn't it? I did not personally go to his jobsite, because there were no issues other than his expanding scope of work, which we performed as quickly as we could, given the fact that we had other customer and other appointments as well. The reason we had to go get some materials is because he changed what we he wanted us to do from when we spoke on the phone to when our techs arrived. This was supposed to be a routine installation of his camera system, which he purchased from a big box store, yet when we arrived he demanded additional work, including running electrical to all the locations in conduit and repairing existing cameras that were not operational. At no time did he complain about the amount of time it was taking, likely because he knew he had expanded the scope significantly. That is until the job was completed and it was time to pay for all the work he had us do. Then he broke out the argument that he had been provided a much smaller estimate over the phone. The absurdity of his complaint is astounding!

This customer is being entirely unfair and misleading in this review. First of all, to give context to the situation, he was charged a total of $250 and change for running cabling to TV locations, and installing an external television antenna by two technicians, including channel scanning and setup of his TVs. I would hardly consider this taking advantage of the situation. His accusation of lying stems from the fact that he was quoted $150 for the basic install of his antenna. However, upon arrival the technicians found that he did not just need the antenna installed. He needed cabling run to each TV location (a fact he failed to disclose on the phone), which required additional time and several hundred feet of coaxial cable. The fact that he was expecting all of this additional work and materials to be included in the original estimate, when he simply called us out to do the job without a prior site survey is ridiculous. Interestingly, he made no complaint about this when we arrived and told him there would be additional charges for the additional work, nor did he complain when he made the payment for this work and signed off that he was satisfied with the work performed. He only complained in this forum, without giving us any opportunity to address his issue. Finally, he gave us 4 stars for customer service, which seems contrary to his claims of being taken advantage of and lied to.

Customer was emailed an invoice three times (PDF), but had issues printing it from his computer. Thus we had to mail him a copy through regular mail, which arrived after he posted this review.