Complaint Review: Infinity Media - Plano Texas

Let me start out by saying that Infinity Media is a great company and strives to make sure all of our customers are satisfied. We have done many installations both residential and commercially and have a long list of satisfied customers. That being said, I just wanted to give any person reading such a report our side of the story.

First Point,  the arrival time, the customer was correct in his report,  we did arrival late. We had a two prior installation jobs before this customer's appointment and ran over our estimated time of arrival. When we were about 5 minutes from his complex,  the customer did make contact via cell phone. I personally spoke to him and told him that we were less than 10 minutes away and would be there soon. Long story short, the customer said it was okay and he decided to work from home and wasn't leaving his place that day. I stayed on the phone with him and he guided us to the correct gate and used his control system to open the gate for us.


Second Point, Claim of hidden charges,
Once we arrived,  the customer basically showed us the work that he wanted completed. He basically wanted a LCD television hung above his fire place, a surround sound system (that he had already) wired and wall mounted, his current sound and visual components moved from the right side of the fire place to the left side of the fireplace. He also said if we had time he was interested in having us take a look at wall mounting his LCD TV in his near by bedroom.
Once we started to measure his set up, I noticed that his electrical and cable outlets were all positioned on the right side of the fireplace. There were no such outlets on the left side where he wanted the items moved. Before any work was performed, Cory made the customer aware that he had no electrical or cable outlets on that side. He  asked the customer,  if he still wanted to move the units to the other side of the fireplace. He also let him know that we could get the electrical outlet move to the other side to support the units but that would require a certified electrician. Cory told the customer that we could have a electrician come out(@8am the following day) and move the outlet for a reduced cost of $95.00.  The person that is our electrical vendor also said that he would move the cable outlet as well for no charge.  The customer said that he wanted to think about it. He then went out on his patio, smoked a cigarette made a phone call and then came back in and said that he still wanted to go ahead and have the outlet moved. Cory then said to him okay we will go to the near by Home Depot get a extension cord and a cable wire so you will have both power to your units and cable tonight,  then in the morning the electrician will be here to move both outlets and remove all extension cords. So after that was understood and approved by the  customer that is when we stated to the performed our work of rewiring his surround sound and mounting the TV..


 After we returned from the store (to obtain the extra cable and extension cords), we returned to completing the job and were 10 minutes away from completing the mounting of the T.V. and the completion of the movement of all of the Audio/Visual Units. The customer then said to Cory, "I notice while you we gone that I don't have a cable outlet on this side,  will that mean that I wont have cable tonight as well.?" Cory responded "that he would have cable but we would have to run a cord from the current outlet directly to the TV till the electrician could move the outlet the next morning and remove the cord." At that point,  the customer said that he didn't feel that the job was professional because the cable and extension cords were going to be exposed for the evening. The customer said something like I didn't have cords exposed like that before you started the work. Well of course, this was explained to the customer earlier and he did approve this temporary set up for that evening only. It was understood that the next morning all exposed cords were going to be removed.
At that point,  the communication between Cory and the Customer did break down.


Summary
In the end,  I spoke to the customer and insured him that we could have the Electrician that was coming out the next morning also complete the job to his satisfaction. The Electrician was also a certified Audio/Video Installer and was capable of completing the job. Before leaving I called the Electrician and made him aware. I also called our  second installation crew and made them aware to be on call as they might need to back up the Electrician that next morning. I also told the customer that I would address privately the breakdown in communication issue. I left with the understanding from the customer that he would permit us to finish the task that next morning. I also left him the cell phone number of the Electrician in case he had any further questions. After leaving,  I addressed the Breakdown of communication issue as I had promised to the customer.

The next morning as the Electrician and second install crew is own their way to the customer residence, the customer calls me. He said to me that he doesn't want the Electrician to complete the job. (which was opposite of what was understood the night before, I had also spoke to the Electrician and he was going to do the install and the outlet movements all for the $95.00 which was about a write off of $400.00) He said that a DVD tray on his blue ray device was broken. He then claimed that we had broken his DVD tray and it would cost about $400.00 dollars to repair or replace. Cory called him back and said to him during our time there we never left a pile equipment on top of his DVD tray let alone broke anything. Cory said to him we placed your Tv back on its stand,  removed one bracket from the wall and gathered our tools and left. He said that at no time did we operate, open, close or break his Blue Ray Dvd tray.
The claim that we laugh at this customer is simply not true. I am puzzled from where that came from.