ComplaintsforLakeland Networks

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During March. 2022 we had Lakeland Networks install Fibre TV, Internet and phone. When the installers came, my mom went into the office while the hooked up the TV. The next day, my brother noticed a large area of paint transfer. I took an LCD screen cleaner and lint free cleaning cloth to wipe a small section of paint transfer to see if there were scratches and there were many little ones. The entire transfer area that is scratched is about 6 inches long. I contacted ****** via email (my Lakeland contact) and he forwarded my complaint to ****. **** asked for pictures and had two Lakeland team members come and looked. The one team member immediately stated it was "just paint" as if he was trying to get out of it from the start. I walked over and disagreed show him the scratches and how I had cleaned the small area mentioned above. The other team mate agreed there were scratches. The next day I recieved and email from **** who said it was not their fault due to the reasons mentioned in the attached screenshots including that they don't carry paint and that we had recently painted the trim (which was back in the beginning of February 2022, so it was dry AND we would have noticed a 6 inch area of transfer the moment we went to watch TV like we did when we noticed this!). I emailed called and left a message for ****, but she has still not replied. My brother called the as me day and she said they hooked up using ****'s HDMI cable (which is admitting to cutting corners as they should supply their own cable or asked if we had one that was not ****'s). They also stated that they did not touch the TV, but their are finger prints at the top and we had never said to them that they had touch it. As the TV is in a corner on a TV stand, the would have to pull out the TV stand and rotate it to get in and behind to install, which moves the tv with the stand! My brother and I save hard for this TV for our elderly mother. It was a Christmas 2021 gift and only 3 months old!

  Business response

  08/04/2022

  Lakeland Networks would like to thank you for notifying us of this matter with the ***. We are very aware of this regard and have done all possible to review the situation. We took this matter extremely seriously and immediately upon notification did all we could to investigate this claim as it pertains to Lakeland.  We will reiterate what we provided to our customer.
  
  “After examining this matter with the utmost degree of importance, our findings display no evidence that Lakeland has caused the reported damage.  Lakeland Networks values every customer who signs up for our services and if one makes a complaint or has concerns, we do our best to resolve every issue, whether it’s during installation or related to the service itself.  Lakeland Networks is in the business of customer retention and trying to exceed our customers expectations. As our customers are local, and even neighbours in some case, our reputation is of the highest importance to us. We have taken this claim extremely serious and have done due diligence and discovery. 
  
  A few key points:
  Our installers do not do any painting or have any paint with them during installs
  We were advised that some painting was recently done on window trims in the house
  The paint on the TV appears to have been wiped and shows no fingerprints
  This damage appears to have been caused inadvertently, but not by Lakeland employees
  Our installers at no time were required to lift the TV
  Moving a TV to this extent is never required when connecting the TV service
  
  Lakeland Networks appreciates you facilitating our team in our investigation. “
  
  The claim that we defaced the property with paint and then scratched the TV is speculative. Lakeland would be more than happy to work with you to resolve this matter if the customer can provide proof that one of our employees did in fact mar the TV with paint and scratches.
  
  Thank you!
  
  
  **** ***** ******** ** ******** *********** * ********** *** ****** ***** *********** ** *** *** *** ************ ****  *** ************
  Lakeland Networks

*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. ↩