ComplaintsforDigital Home Solutions, LLC

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed a projector, couldn't hook up to it with the wall jack and had to pull the hdmi out of the wall every time. Then projector does not project clearly and has lines all over the screen. ****, first said it was the hdmi. Then discovered it was the projector that was bad. That was april. We are half way through June and still don't have it corrected. **** acts like he knows what he's doing, but when you tell him he messed up, he only has excuses and blame for the customer and he won't fix his mistakes. All he had to do was get a replacement and install it. Seriously that is all **** had to do. Would take 10 minutes. He has my money, and all I have is a broken projector. Texted several times today after him accusing me of breaking the projector by just using it. **** acts like it is my fault this projector failed in less than 2 weeks. Like I said he has my money and I have a broken projector and 4 of my Special Olympic events have been ruined by **** and this busted up projector he won't refund me for and won't come and get it. I now only text ****, if you are brave enough to trust what **** says and that the crazy expensive equipment will actually work, and then if it doesn't, it will be replaced or refunded in a timely manner and not ruin your business and the special events this projector was supposed to be a part of, go ahead and talk to him on the phone and listen to his stuff. I'll show you other crap work **** did if you would like to come out to my business. Beware. If **** will treat developmental disabilities agency like this, imagine what he would do to screw over you. This is the first bad review I've ever done on this. Usually, I don't give a crap because the majority of businesses never do what they say they will. This time, however, I feel like the world needs to know just how shady and deceptive **** is. Zero stars. I had to give one just to post this to save any other hard working people from wasting their time and money on ****. ZERO STARS

  Business response

  07/17/2023

  This customer called us to custom install a projector in his business. We installed the first room he wanted, ran Hdmi and audio in the room to the projector as well. He purchased all materials off of us. he purchased a Benq ht3550 projector for $1,299.99 plus tax. We special order these thru our distributor ADI we paid $1,145.00 for and sell for $1,299.99 about a 12% markup which he knew and was fine with. We completed the first install and there was one issue with his Roku device, we didn't know that at first until after troubleshooting. Ends up Roku devices have the problem we were encountering and its well known (HDMI HANDSHAKE ISSUES) so after process of elimination we found it was the Roku, which we proved to him by hooking up a firestick and computer they worked fine, again the Roku wouldn't. So the customer liked the job so much he had us install a 2nd one in another room (hes complaining about the first one). So we did the 2nd one as well, before we did the 2nd job he stated he moved the first projector up a little bit (which means he had to physically move it up) then he stated there were lines in the projector, so after looking at the projector and determining it was not the HDMI or anything else I determined the projector was now damaged. It worked fine until he moved it up (by moving it and not having slack on the hdmi it most likely bent the port a little causing damage to the projector) no problem I didn't even bring that up, I simply ordered a replacement projector and told him as soon as it came in I would replace it for free. No money at all for any additional work 100% covered by us. so it had to be special ordered it arrived may 26th I texted him May27th, He told me at time of ordering it that we could set up the appointment on a Tuesday or Thursday (so I told him I would contact him as soon as it came in and then we could do it the next Tuesday or Thursday after arrival). So again I texted upon arrival (I can provide all text communications) and said I received the new projector we can set a date to come replace it (we had been communicating by text this whole time, I would call no answer in beginning he would respond with text. So texting was the preferred way of communicating I assumed, he had always gotten right back with me within a day). So I didnt hear from him I texted him again about a week later (there is a time limit on returning the old one to ADI we had a month total) and I told him I have the projector can we get something scheduled I have about 2 weeks before the return window expires. He then texts me about 2 weeks later at 9-10pm saying Im trying to charge him money to replace the projector, I had no clue what he was talking about, so he calls and just starts screaming that Im trying to double charge him and how dare I and **** you you piece of **** and all that. Im just wondering why he would say all of this, so I try explaining hey theres no charge lets get this scheduled and its no F U im suing you. I have all his texts showing what he said, that I was still honoring replacing the projector after the call and he actually set a date for me to come out, then he texts me the next day saying I ripped him off he found the projector $300 cheaper on Amazon and that I am not allowed on his property and Im a piece of **** (again I have the messages)  and that he blocked me and If I dont refund he will keep contacting the BBB. Oh and he said he will take me to court, I told him ok lets go to court. We doi not refund money on custom work but we will repair or replace anything to fix any issues.  I have never had a customer act this way before, nothing I said mattered, Literally he just saying I dont care about your excuses.  He bought a RENEWED projector off Amazon for $300 less.. After I paid an additional $50 to get the replacement shipped and my price on the projectors are now $1,850  I can include all dates and prices from ADI (my distributer as well)

  Here are text messages with all of our interactions, it shows where I contacted him on May 27^th 1 day after I received the replacement projector (it was special ordered thru ADI) I can show the shipping documents as well from ADI, it had to be special ordered from manufacturer. The messages show where I was coming out to swap out the projector and he knew that I would contact him once it was here then do the following Tuesday or Thursday (per his schedule) then he didn’t respond to my attempted contacts until over 2 weeks later, then blamed me.  After he cussed me out I was still perfectly willing to come fulfil my end by replacing the projector, I was assuming he was drunk or something because he just turned crazy. He didn’t settle down tho and you can read the messages to see how he responded.

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