Complaints

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i contacted pro vide for a repair on a tv at this time. They did come and get and tell me what was wrong with my tv at this time. They did sell me another tv which is not last years model at all. It is from 2022 year. they are worried about my last name which is not relative on the service or issue. I am asking for the business to make it right and replace the tv with a new one not a demo or used one. They tv is grainy at this time picture is low quailty. I have checked the internet streaming services and my internet connection. If you look at the last complaint on the company this is the same concern they are pulling at this time with a prior person.

  Business response

  02/07/2024

  In response to the complaint of *************************, here is our response:

  First, let me start by stating we have NOT had a complaint with the BBB in a very long time. We strive to keep our customer's happy and go the extra mile to make each transaction a positive experience. This customer has not stated the facts in his complaint and not read the terms of our invoice (attached) which he has signed and agreed to. Here is our clearly written invoice disclaimer:

  I HAVE RECEIVED THE ABOVE PARTS, SERVICE, GOODS IN NEW or GOOD CONDITION. My signature above constitutes acceptance of the above PRICE for goods sold, repairs and labor performed.  FINAL SALE on all sales of new or pre-owned equipment. NO REFUNDS, CREDITS or EXCHANGES. Service Call will apply for all guarantees. NO GUARANTEE on LED Backlights, LCD or LED screens or panels. Guarantee VOID if screen is cracked or damaged internally. NO GUARANTEE on lightning damage, electrical surges, abuse, TAMPERING or surge or lightning through installed cable box or ac outlet.  Not responsible for damages to household items if not removed from the work area while services are being performed. Not responsible for components connected to the item repaired or reinstallation of same. Not responsible for removing and reinstalling **s hanging on the wall or screen damage if we do the same.  Guarantee void if the above component is MOVED to a different address as stated above unless agreed to in advance. It will be assumed that unrepaired **s will be disposed of unless specified by the customer when the estimate is given. Thank you for your business.  PRO VIDEO TV REPAIR
  

  ******************** has posted a nasty review on our ****** listing and left a threatening voicemail to harm our family, destroy our business and evict us from our home. He has used nasty language on the phone in response to his complaint. 

  Here are the facts of the transaction #***** with *************************:

  On 1/28/24 we picked up his **** 65" older nonworking ** from his home at his request. He paid us the $100 service call (refundable towards a repair), we assisted him off his wall bracket as a courtesy. At our shop, after many hours of diagnosis, we determined the ** was not economical to repair, he called us several times during that day to ask if we got to the ** yet for an estimate. That day, we called him to advise him of our diagnosis. He said he needed a ** right away. We told him about our "store demo" larger Vizio 70" M70Q7 series we had for sale. We gave him the full model number and TOLD him it was not a new ** but a store demo as his invoice indicates. His wife researched that model number online as we were on the phone and found it to be selling for much more than our offer price. He said, "bring it right over". We agreed to a price of $800 for the ** which includes installation of his wall bracket on the Vizio **, installation and set up. Our installer spent many hours at his home setting up the **, instructing him how to use the new **, installing on his bracket and installing his apps on the **. He was satisfied with the ** and paid us with a check. He signed our invoice in agreement to our terms of sale at the bottom of our invoice. 

  The next day, he texted me. There was a small scratch on the BACK of the **, the picture was grainy, where were the legs, and the ** was not new or current. We  gave him the model number BEFORE we delivered the **. He did his homework BEFORE we delivered the ** and knew the exact model number.  We told him the ** was not new but a store demo. If there was a tiny scratch on the back, it would not effect the picture quality or be noticeable from the front of the **. I will give him the legs if he wants them and will be glad to ship them to him, no charge. When we left his home, the ** had a perfectly clear picture, he would not have paid us if the picture was not to his satisfaction. It is possible his router or apps are not a high enough speed. We told him this. At our shop, the ** was bright and clear on the apps we tested, ******** Amazon, etc. 

  **** spoke to ************** and the conversation turned nasty and without **** understanding what the terms of the sale were. We clearly marked the guarantee, parts and labor for one year. The ** has no repair issues at this time. We do not offer refunds, credits or exchanges as our invoice clearly states. The installer was at his home for many hours installing the ** and **** saw the picture quality before he paid us. It was perfect. 

  Our reviews on ****** are irrelevant to this case and cannot be used against us in any way. We have an exemplary amount of excellent 5 star reviews from satisfied and happy customers over the years, there are very few negative reviews on our ****** listing. In the service business there are always people who will never be satisfied with your work or how much time and effort you put into their transaction, ****** has given these people a platform to vent their negativity with no filters or rights to the business owner about negative reviews. 

  We will not tolerate threats by this customer. If this customer chooses to take his case to court, we have his voicemail documented with the threats to my family, my business and my home. He threatened to put us on the street and destroy us. He used nasty language also that is documented in that voicemail. Threats to our lives, business and home are against the law and can be prosecuted in a court of law. 

  In closing: ************************* has a perfectly working "store demo" - not new in the box, ** that has a perfect picture, a perfect installation and many hours of our time and effort put into his transaction. There are no repair issues with this **. **** is an anxious, easily agitated person who wants immediate service. We gave him one day service! We cannot exchange his ** for another or refund his money as our invoice states. He has signed and agreed to our terms. He has voiced threats that we cannot tolerate and can prosecute against him. 

  Thank you for giving us the opportunity to respond to ************************* and his complaint. We hope the BBB understands our position with this transaction at this time. 

  ***********************************. PRO Video TV Repair

  Customer response

  02/08/2024

   
  Complaint: 21244266
  
  I am rejecting this response because:

  First off the technician was not at my home for hours at all. Did not set anything up. Just put it on the wall other than that I performed the rest. Lets also start by saying the person was rude and used lots of ***** words when i said the picture was grainy. 

  they are using this as a way not to honor the warranty on the tv that they sold me. 

  I posted a review of how they treated the transaction along with the same issue another client had with them treating them badly. The company lies and tells you that the ******* i had was junk and so are all the manufacturers out there. When i tired to put a claim into the system for a tv not working correctly the company says its the internet which it is not . 

  It is also not the router as that is new and working fine on the other tvs. At this time the tv will not power on correctly, the picture is not clear as they stated. i have had many tvs in my life this picture is not good at all. When they say they set it up with all the software is also way incorrect the tv had an update that was due which was several months old. 

  Not sure what game they are playing but it is with the wrong person. I have an vm from the owner who said they made a mistake called my a bunch of names and told me to go f myself if they say anything different is incorrect. My wife was involved and heard all the nasty words that one of the owners said on the phone. As to putting them out of businesspeople with this type of character need not to be allowed to sell anything. I can and will file a claim in small claims court to make them honor the ********************************************************************** was a demo. Only after the fact was this claimed to me. If i was told upfront i would never had given them any money. 

  We can go back and forth on this. This company needs to honor their own warranty and a court will make them if they are not willing to. if we have to go that far it will be more than the tv that we will file against. The truth hurts people when they are not honest at all. So they need to make good on the sale period. Tv was never fully setup there son had no clue on what the tv did, ****** could make it level. 

  If you look at their last complaint it is clearly the same nonsense, they are pulling with me. It is also my right as a customer to write a review that is fact. 

  Here are the options. 

  1- fix the tv that is grainy. 

  2- replace the tv with another one

  3- return my money and take the tv back 

  4- Or the last option is going to small claims court.

  We have been fair on all accounts. 

  
  Sincerely,
  
  *************************

  Business response

  02/09/2024

  This customer has reiterated the same complaint again in his response and will never be happy with any **. He will reject any response other than his own. The ** is in perfect working condition, the picture was perfect in our test at our shop. We did spend hours at his home, yes he ASSISTED my installer setting the ** up because passwords and user names were needed to access the ** apps and teach him how to use the ** functions. It took 2 people to install the ** on this customer's wall bracket, it is a courtesy to do so on our part. This customer has not valued our time and effort we have invested in his transaction: diagnosis of his old **, 4 trips back and forth from our shop to his home, off the wall bracket with the old **, installation of the new ** which DID take hours. I am sorry this customer is not happy with his bigger and newer ** together with the time and effort we invested for his transaction. If he chooses to take this case to court, we still stand on our guarantee and disclaimer that he signed and agreed to. We also have a voicemail of his threats to our family, business and home we can present to the court in our behalf. 

  This response will go back and forth unless ******************** gets what he wants. We cannot guarantee his reception in his home with his router and wifi connection, we cannot fix that. Suggested possibility to call the company who supplies this service and arrange a service call. ******************** signed our disclaimer and agreed to it. He paid us after the installation and was satisfied with the **. The picture must have been perfect at that time because he signed and paid us.  It seems he has changed his mind and wants a refund or another **.  We will not exchange the ** or refund his money. How is it fair to us if we lose all our time and effort to switch out the **, travel time, labor, time in his home to set up another **? We will stand by our guarantee if the ** needs a repair. This is our final response. Thank you for giving us the opportunity to account the facts of this transaction. 

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this company on 11/22 for a ** repair. I let them know what ** I had and they said OK we can fix those. They then picked it up that day. Called me that night to tell me that the ** needed a new board. OK I told them to fix it. But before I even told them to fix it they already were fixing it. So that seemed a little off. They told me I had a great **. OK go ahead a fix it. They returned it back to me the next day. It is seemed to work fine. I then went to use it on 11/25 and same problem. So I waited until Monday 11/28 to contact them. They said OK we can get it and look at it. They promptly picked it up on 11/30. Then called me on 12/2 to tell me another board was bad. OK so... They then wanted to sell me a Sony ** which I dont like and use currently. They then bashed ******* **'s all of a sudden to tell that they are all horrible now. I find that odd now. Most of the time they argue with me and bragged how long they have been doing this. This company needs to be closed and they should be told this asap. To me this is a bait and switch. Oh I fixed it but I really did not. They should no longer be able to fix tv's and sell them. To me they are shady and needs to be stopped asap

  Business response

  12/05/2022

  First, this customer has a filthy disgusting mouth. He cursed ** out every nasty word. We repaired the ** and replaced a circuit board. We played the ** for 24 hours to make sure it was repaired before we returned it to the customer.  We installed a new circuit board as our invoice states. A few weeks later he called and said the ** had lines in the picture. He said he watched it 2 days. In his complaint, he said he watched it for month. OK, obviously the facts are wrong on his part. We promptly picked up his ** to look at it again. We installed another circuit board at our expense, We found the LED screen to be defective. This is not covered under our guarantee which is stated on the bottom of our invoice this customer signed. One important fact: ******************* the ** himself on a wall bracket. He could have damaged the ** himself and blamed the repair and our company. There is no technical way to diagnose a bad screen if the ** is working perfectly as it was when we delivered it back. We  called ***** and informed him that the ** was not repairable. At a loss to us, we offered him a courtesy credit of $250 towards a **** 55" $1200 **, $600 less the $250 credit we would apply. THAT IS OVER AND BEYOND A COURTESY. That is a $700 loss to our company but we tried to make this work for ***** with a much better quality ** and newer. His ** was over 6 years old. We have been in business since **** and never get complaints because we handle them immediately. We take care of our customer's guarantee first. ***** decided to leave us bad reviews on social media and now this complaint. Because he was so abusive, we delivered his ** back to his home, we took a picture at his home and that it was delivered. All the years of being in business we have never had a complaint from a customer this abusive.  Our A+ rating shows we don't get complaints from our customer's. This customer did not want to hear ONE WORD we advised him. We tried to talk to him and give him an alternative between his cursing at us. He slammed the phone and told us to go ***k ourselves. That is not acceptable and this complaint should be dismissed. Technically, we repaired his ** and now he has a secondary problem that is not under guarantee. We still gave him the courtesy of a credit at the expense of our gas, time, and technical labor. Thank you for allowing us to voice our opinion in this complaint. We feel we have tried to go over and above. We are DONE with ************************* and his filthy mouth. 

  Customer response

  12/06/2022

   
  Complaint: 18515387
  
  I am rejecting this response because: I never used a filthy word.  They yelled at me. Plus I never had this ** for a month,  I had it for a week. Plus there was a holiday on 11/24 so I waited until the next week so they could have a nice break. They are the ones that need an attitude adjustment not me.  They are complete liars and scam artists.  They told me when they "fixed" my tv that this was a great ** but then when it went bad just a few days later my ** is a bad ** brand,  This makes no sense.  They need to be stopped from scamming any other people at this point. They claim to be in the business for 57 years but they do not actually know how to fix this **.  My first ever contact with them was on 11/21.  I have the phone records to prove this.  Today is 12/6 so I am not sure how they keep saying I had the ** for a month before I called them back. This is one of several lies they are telling you. This company should be shut down for frauds and scams. You can tell that they have the personality that blames everyone else but themselves. They cannot handle someone that calls them out on their lies. I would love to see their records to prove that I contacted them in October. They will make up stuff to make themselves sound good. 

  Why would  want to but used ** from them spending $800 when I can get a brand new one from a actaully good company. This makes no sense.  They also were repairing my ** before I even told them to the first time, this should have been red flag #1.

  
  Sincerely,
  
  *************************

  Business response

  12/06/2022

  Thank you for the opportunity to settle this complaint. ************************* cursed ** every single disgusting word imaginable. He is not being truthful and he knows it. His rebuttal is not truthful and his facts are not factual at all. I had him on speaker phone and everyone in the room heard his rant. Once again, his ** has a defective LED screen than NO ONE can repair. It is not about our skill level in repairs. That is why we offered him a $250 credit towards another **. It was not $800. It would have been $450 for a top of the line **** 55" almost new **, retail price $1400 plus tax, plus delivery.  His guarantee states we are not responsible for defective or damaged LED screens and his signature on our invoice acknowledges his acceptance.  ************** was over 5 years old. Maybe if he didn't abuse us on the phone, we could have worked this out with him instead of getting the BBB involved and him voicing his negativity on social media leaving us a scathing review. How do you settle a problem with a customer who is screaming curse words at you on the phone and not listening to one word you are saying to try to give him facts and options! Again it is possible he damaged the LED screen installing the ** himself on the wall. We hope you understand our position in this matter. We will not tolerate an abusive customer cursing us on the phone. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩