ComplaintsforMr. TV Mount & Home Theater

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 5th an employee of Mr. TV Mount damaged the Television I paid for them to install. When the employee broke the glass and spilled liquid on my TV it also soaked the bed in the room and we still can't get the chemical smell out. The damaged TV was a 3D Television that is impossible to replace and now I have 91 3D movies I can no longer watch due to their actions. Mr. TV Mount agreed to replace the TV  (a much less expensive replacement) and mount my soundbar at no additional cost. They did not inform me until the day of installation (October 14th) that they required the broken TV which I planned to try and get repaired at my cost. They also offered no compensation about the bed which they KNEW they spilled a chemical on when they spilled it on my television.

  Business response

  10/28/2021

  To whom it may concern;

  I apologize that one of the technicians spilled water on your TV on October 5, 2021. The room was small, messy, and did not have space to rest the TV while the technician attached hooks in the wall for mounting the TV. Given the limited space, a technician placed the TV on the bed. Because the bed was messy, he did not see the water cup. I am not complaining, but merely trying to explain the working conditions of the room that our technicians needed to navigate. Although there is some fault with the technician for not seeing the cup, the homeowner also carries fault for placing the water cup there. Most customers clean the TV area and make space so that technicians can install the TV. We should have left the house and not installed the TV that day because the room is not in the condition for the TV installation. But he is a repeat customer so we honor that we kept working there.
  

  At that time, a small amount of water got into the TV, which caused streaks and discoloration on the TV screen, which I thought was causing a problem with the TV.
  
  I looked for the same TV model, but could not find it because it was an old 40" 3-D TV that has been discontinued so I tried to provide credit for the TV's current market price.
  The customer requested that we buy a new TV for him and install a soundbar for free(The new TV is $749 plus tax, the TV installation $199, and the sound bar installation $99). Although that was significantly more value than he had lost in his old TV, I accepted the deal in keeping with our company's dedication to excellent customer service.
  
  I bought a **** 43" TV (********) from **** *** and technicians came back to his house to take the old TV off the wall and install a new **** 43"  TV and soundbar for free on October 14, 2021. I completed work and our deal was complete on that day. 
  
  The customer refused, however, to give up his old TV when our technicians tried to bring the old TV back after we installed his new TV.  The customer would have known that he checked his TV and found it to be operating normally. It is fraudulent to demand that Mr. TV Mount purchase a new TV, install it, and install a soundbar as a remedy when the existing TV was not damaged. While the customer did not suffer damages (and indeed, benefited significantly), Mr. TV Mount was damaged property at approximately $1,050, which includes the price of a new TV and the cost of installing the TV and sound bar. Still, I maintained that "the customer is always right" and I did not press this issue. 
  
  If the customer's complaint regards his bed, then he should have raised the issue earlier and asked for the appropriate remedy- that we clean his bed. If the TV was damaged, then the appropriate remedy could be a new TV. The existing TV, however, is perfectly fine and the customer exploited the situation to obtain a new TV and keep his old TV. 
  
  He kept insisting the old TV was expensive when he bought the TV but the old TV is just a used old TV. Now, nobody buys that TV for over $300. It is just a small used 40" TV  even if it was very expensive.
  When the customer communicated his complaint to Mr. TV Mount, we discussed solutions, agreed to a deal, and completed the deal on October 14, 2021. Raising this issue to the BBB demonstrates that the customer is seeking to exploit this situation further against us. While we have cooperated with the customer so far, I am willing to report this fraudulent behavior to the police and go to court, if necessary. 

  Regards.

  ***

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