Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a new house with our Builder GHO this is great. CPSS is the company they use for low voltage installation during pre construction and after home is completed. We only had the option of hiring them to do our prewiring before the walls go up and had many detailed discussions on having the proper equipment installed and make sure wiring is perfect so we don not have to retrofit or break walls after install. WIFI was the most important aspect as we both have home offices, Being a new house we also wanted to make sure are systems would work in harmony together TV, audio, VCR DVD etc. I worked with there sales person ***** at the GHO office and on site over a period of a year. After the house was built it took them like a month to get to our house to install the equipment. They had the plans to a model home in our community which has garage on opposite side and the house is flipped form ours. During install the crews arrived 4 hours late and left around 9 PM at which time they said they were missing parts and had to come back the next day. The next day came no one showed up. They said they had to order the parts it would be sat least a week. The crew arrived a week later to finish install it turns out the cameras were installed on the wrong side of the house, Our WFI system was no better than a home we were renting that had no upgrades to the regular system, our POOL company could not complete install of our wifi system because it would not reach the pool equipment , our generator would also need a wifi adapter to work as the home system would not pick up a signal. The TV equipment was not working because they did not have the correct wiring and claimed ROKU was the issue who in emails we informed them of all our equipment and they did the prewiring so for us it was very upsetting that they were struggling. The company failed to complete the job called my credit card company to dispute payment since job was not completed. They *** over how did not completed job

  Business Response

  Date: 08/18/2022

  Good Morning,

  
  Upon reading this complaint, our manager reached out directly to the client to arrange a time for our technician to resolve the issues.  We have since made several attempts to schedule this, and have left voicemails asking for a return call.  We will continue to try to contact the customer, and as soon as we hear back from them we will coordinate with them to schedule our return visit to help in resolving their concerns. 

   

  
  
  Tell us why here...

  Customer Answer

  Date: 08/18/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because: I Spoke to the same manger who claims he has been trying to get a hold of me he said he would talk to his owner and get back with me the next day that never happened. This has been and ongoing issue were people do not show up for appointments or call back to even cancel them. The quality of the work has left us very concerned due to poor planning and workmanship. We recently had to have and AC person come repair ducts in the attic that were trampled the only company that has been up there in our brand new house since we closed is CPSS. They made a big hole in our brand new house closet only to find out it was in the wrong place on top of the fact we were supposed to have everything pre wired when the house was being built for some reason the prewiring was done wrong. Our Wifi system, sound system and remotes are not working the way they should after 4 visits. The company charged us for work they did not complete and did more damage than benefit because now our house is built so we lost the prewire benefit and we have holes in the wall that cannot be repaired like a new house. They need to credit back our account as we do not trust moving forward with them for all the above reasons and more 

  
  
  

  Regards,

  
  

  ***** ********