Business ProfileforCrowne Audio

I have been with Crowne for almost 3 years and have spent close to 200k with them on home security and my AV system. Although I have experienced many problems over the years, my main contact Wael, was always responsive and made sure that any issues be resolved as fast as painless as possible. Regardless of when I texted or called he was always courteous and mindful of my frustration and always said and did the right things. Recently Wael split with Crowne and my new contact was his brother Nael and sadly Nael has not been nearly as professional nor responsive. Once again I had an issue and this time he sent his team out and charged me over 12k to FIX the issues that he claimed were due to his brother. Mind you that Wael worked with and for Crowne Audio and now I'm being told my system is a mess. I quote the tech Wesley "I inherited this mess and I'm just putting band-aids on someone else's problem" Huh pretty sure your company has done all the work regardless from the beginning. Jump ahead 30 days since the work was performed and guess what I've had 3 visits from the fire department for Carbon Monoxide sensors falsely going off. This has never happened in all my years in the home. The worst was about 3 weeks ago when I was out of town and my wife and daughter were home alone it went off in the middle of night. This time no one responded including the fire department it just kept going off. I tried to reach Nael but he never responded so I reached out to Wael to see if he could assist. Ironically Wael, the estranged brother, of course answered my text in the middle of the night and actually called my wife to assist with the issue that he was no longer responsible for. What good is paying for a monitored alarm system if they don' respond? Interesting little side note when the FD arrived they couldn't figure out which zones to search because Wesley the tech who did all the work was to lazy to label the zones. According to the Fire Department it is crucial that alarm companies properly set up home security. My house is very large with numerous zones so if this had actually been a real emergency not having these zones labeled could have proven tragic. What angers me the most is the tone that Nael took with me when I was out of town and after his company failed to monitor or respond to the alarm in the middle of night. After never responding to my texts or calls the night of the first alarm going off, the next day when I finally reached him he takes an attitude with me!!!! Imagine your wife and teenage daughter alone at home in the middle of night and the alarm goes off and NOBODY was there to help... How angry would anyone be under these circumstances. The one and only time I needed my alarm system to function properly IT FAILED. So my frustration was more than justified and sadly his response was indicative of his selfish and arrogant customer service. I have hired another alarm and AV company to come in and hopefully fix these issues. I plan on seeking remedy for all my frustration and expenses.

good afternoon, this statement is completely false, yes Mr. ****** is a client of ours and his home was hit by lighting which is common in the state of Florida, the items replaced for the 12K spent were related to the AV system not the alarm system, the client was provided with a proposal in which was approved all that works was completed and works perfectly fine, during the install we noticed that the previous company installed the alarm system did not really meet our standards so we offered to take it over and redo it at no charge which the client agreed to, about a week later the house lost power and the he called me on my personal phone at midnight, I was asleep so he called the previous company to help him deactivate the system , when I woke up I seen the messages and immediately handled the situation again at no charge,

a few weeks later the house lost power again and client demanded that we apologize to his wife for something that is completely out of our control, we felt that the 24 hour immediate attention that the client was demanding was getting abused, there are 24 hour call services set up for the client to call, but he felt that it was OK to call and disparage me and my staff personally. he demanded my presence at his house at 7am on a holiday weekend for something we had absolutely no control over.

we strive on customer service and do our absolute best to handle every situation immediately and in a timely matter, but when the client starts abusing it we have to draw the line. this is obviously a one sided review and we feel that both sides should be explained

we feel bad that we could not meet Mr. ******'s expectations of being on standby for 24 hours a day and his decision to find another company is supported by us. but no need to call names and post false statements.

we wish him the best