LOWELL-EDWARDS INC

Lowell Edwards failed in every possible way to correctly install the functional system for which I contracted. Here are the details: -In mid-December 2010, our long awaited, high end multi-room audio system along with our home theater was to be installed. We purchased the components earlier in the Fall 2010 through Lowell Edwards and paid in full for the entire project prior to the date of installation. That is what he requested. -Lowell Edwards failed to install the system on the first day as promised. Over the next nearly seven months, through June of 2011, Lowell Edwards returned to our home seven times with poorly trained, substandard technicians who failed in every way to complete the proper installation. Never was Mr. Lowell Kaps of Lowell Edwards and their staff of uninspired, poorly managed and trained techs able to deliver on the promise - in short our system, months after its delivery was never functional. -And, not only did they fail to deliver, the Company missed a number of scheduled appointments. I stayed home entire days missing work while waiting for technicians who never showed. Because no one called me to say the techs would not be arriving or would be running late - an appropriate customer service courtesy - I had to chase after these "no show techs' by calling the "office" to determine when (or if) they would arrive - oftentimes only an answering machine would answer the phone - no human no customer service - consequently we waited all day with no information as to the status of the techs. When we finally spoke to a human, all we got were excuses such as: technician's car was in an accident with a taxi, the technician?s father died (twice the father died by the way), the technician was stuck in Florida. In short so many excuses, poor follow up and lack of interest in completing at $33,000+ project for which I paid in full. -During the period between December 2010 and June 2011, through seven visits to our home in an attempt to make our system functional, we asked and asked again for the documentation and operating manual for which we contracted. Never did we receive it. In fact, our requests were ignored. -In addition to the matter related to the installation and programming of our A/V system, we had regrettably contracted with Mr. Lowell Kaps, of Lowell Edwards to also install shades and to re-configure some cabinets. Here again, their attention to customer service and quality work was totally absent. The shades were so poorly installed that the first time we went to pull them up, they fell down off the brackets and onto the floor. This necessitated two additional visits to install the shades properly, but, again failure. We waited until February 2012 for a new tech to finally do a proper installation of the shades. -In June 2011, after months of being patient in spite of great agony in not receiving what I paid for, it became apparent that Mr. Kaps of Lowell Edwards was not capable or even interested in delivering what they contracted for - in short they accepted our money and were not going to deliver the system they sold to us. After this period we did what anyone would do, we gave up on Lowell Edwards and sought to secure the money we paid to this corrupt operator through American Express. -After a lengthy process where American Express worked to the best of their ability to secure some restitution from Lowell Edwards, they advised us that because I did not file within sixty days that there were no options available to recoup funds. This is what "GIVING PEOPLE A CHANCE" PROVIDES. Nothing. -At that point, and after nearly one year of agonizing failure on the part of Lowell Edwards, who took my money and simply ran away from their responsibility, I contacted Crestron's President and advised him of the Lowell Edwards saga of failed customer support of the Crestron system they were supposed to install and program. Upon learning the details of Lowell Edwards failure - Crestron took on the task that Lowell Edwards failed in. The President and many of thier upper level staff are fully aware of this dealers failure. -In summation: Lowell Edwards is a failure in every possible level of customer support and technical know how in the installation of highend A/V systems, cabintry and shades. They treated me with utter contempt in ignoring the many appointments to "fix" the system and to provide the operation documentation. They failed to meet essential benchmarks professionally that one would expect from a high-end dealer located in the D & D building where top designers go for the needs of their clients. Mr. Kaps approached my needs in a haphazard approach, not ever meeting professional expectations. They just plain lied stating the system was functional - when after one year it NEVER worked. -I would urge anyone contemplating installing a high-end system to never get near this Lowell Edwards at the D & D building on Third Avenue- as you may be exposed to what I was - investing $33,000+ and not receiving what you pay for, compounded by frustrating and contemptuous customer service from substandard technicians.