Optimum Home Entertainment Systems, LLC

"Robert, I appreciate your business and you taking the time to review my work. I would like to rebut a few things. When we discussed your project (November 13th) and you explained you wanted a receiver replaced and a couple of TV's mounted I told you that I was only looking for full surround sound system installations. I explained to you that I had many projects currently in progress and that the only way I could help you was if you had patience for me to work around that schedule to "fit you in". You agreed and I was able to make it to your home (Week of Thanksgiving) to evaluate your needs. I came up with a plan to provide you with the product you would need to complete your project from the information you had provided me that day. Shortly there after I was able to schedule you (December 3rd) for an install. This whole process occurred in less than three weeks from our initial conversation. Unfortunately there were several other issues that arose during the installation process that had nothing to do with the equipment that I provided or the installation work I did. Trying to solve the issues at hand, that weren't a part of the original scope of work, took me a couple more hours than I had planned. With careful evaluation I came to a conclusion, that to solve the issues, I would need to replace the defective products and add additional ones. We discussed my findings and the solutions and agreed to schedule another day to finish your project. I let you know that I had several new homes finishing and that I would try my hardest to get you scheduled before I left on vacation in three weeks but there was no guarantee. By then it was after dinner and I hadn't showed you how to operate the zone 2 sound in your master bedroom. You told me you rarely used the bedroom speakers and I could show you when I came back. That was the only part of my original scope of work that was not complete. As we were finishing up with the invoice and payment I told you I wouldn't charge you for the extra two hours of installation time and that I appreciated your patience with my schedule. As my vacation approached and my schedule was full I made arrangements with you to complete your project (Saturday December 21st) the day before my vacation and the day I had planned to go to church with my family. In conclusion, I was surprised from the comments you made in your review because my communication with you about my schedule was always direct and honest. The interaction you had with me gave me no indication that you were dissatisfied with my timing to complete your project. I have been in the Home Electronics Business for over 37 years and have worked with thousands of homeowners. My goal is always to help my customers get the best for the money for their needs and to install everything with great attention to detail. I believe I delivered on this promise. I am truly sorry to hear about your frustration with my schedule Robert. Sincerely, Scott T"