KMR Home Automation & Theaters

It is very unfortunate to receive a negative review however I am familiar with this customer.

We did install a new home automation system in Mark's home back in January and the system worked flawlessly and we even received a 5 star review on our company facebook page from Mark.

There are two sides and prospectives to every experience so I am responding with ours.

After our initial implementation to Mark's system, we made five additional free service calls to Mark's house to fix issues which we have documented proof were related to changes which Mark made to the system.

During our last and final trip to service Mark's home after he had received a surge due to the storms in May, we were accused of being the cause of his TV in the living room going out. During the initial installation of the living room TV Mark told us there was not a need to put it on a separate surge protector because Mark had purchased a whole house surge system from the builder. As a result, the living room TV had gone out due to the surges in our area.

During the swapping of his new TV which he did provide, I was replacing his TV HDMI for free and providing the programming and labor for free once again. The customer also had a new wifi router which he had purchased and put on the system which caused it to crash. Please keep in mind, this was the fifth time we were servicing the system without charging, all issues unrelated to our work and with documented proof of customer changes which caused the system to malfunction (while on site we were able to view in the system processor IP address changes, hardware changes and password resets to the system which were made by the customer).

Mark let us know early on he had worked in IT during his career. Upon the fourth free service call we explained we would no longer be able provide free support moving forward for issues which were related to customer changes and Mark even signed off admitting the system was working when we left.

So on the fifth visit while providing free replacement cables, labor and programming for his new TV and seeing he had swapped his wifi router and being accused of being the cause for his living room TV going out. I told him I was done, which resulted in being told to get the "F***" out of his house.

My team and I always treated Mark with the upmost respect and went above and beyond to keep him happy and to keep his system operational. We guaranteed our installation and programming however we can't and wont guarantee the work or damages the customer causes (again we have these documented).

As a small business owner with an outstanding reputation in our community and a heart and passion for our customers, employees, brand and industry, it is extremely hard to accept a poor review.

That being said, in over 5 years in business we have only received a bad review from Mark (which I know there is and would never be anything we could do to make him satisfied) and one other poor review which was for another company and not ours.

There are countless amazing reviews, referrals and praise for our team of honest, caring, smart, passionate and hard working people.

Our goal is and always has been to make our customers home awesome and to create environments where our customers can spend quality time with their families and loved ones.

We will move past this poor review with our side of the street clean, our heads held high and we will operate in the solution, not in the problems of others.

Thank you for allowing us to do what we love and what we excel in!

Sincerely,

Matt May CEDIA EST
President
Katy Media Rooms LLC.
281-780-9383