AVI Systems — Attraction in Draper

At best AVI Systems is lacking in customer service skills (rude, aggressive and defensive about their poor communication). I just went to pick up a speaker from them that broke (it’s for a local business, and was under warranty, but initially they tried to tell us it wasn’t and upsell us on another product). They dropped the ball all week on managing expectations (promising the product would be overnighted, but it took several more days to arrive while they offered empty promises or ignored our pleas for information altogether). While I’ll admit our company has been annoying with follow up (again, mismanaged expectations and lack of communication on AVI’s part while our business was suffering), they were ready for a fight when the product finally arrived and I went to pick it up. I hadn’t been communicating with AVI until now, I was just asked to pick up the product on behalf of the business. Now, I wasn’t aware there would be a $95 service charge when I came to pickup, and I questioned it (I’ve never dealt with a company that charges to diagnose their product’s issues if they fall under warranty). Immediately after questioning the fee the Lady employee (owner? manager?) became emotionally charged and rude, glaring at me and raising her voice defensively. I was willing to pay so I could move on with my life but they only accept card/cash, and all I had on me was Apple Pay. Again, the female employee was very aggressive and refused to offer any alternatives for me to pay, holding our package hostage unless I paid the fee (which I was willing to pay even though I disagreed with it, but they wouldn’t send the business an invoice or offer any other alternatives). I was uncomfortable with the lady’s unhinged behavior, as she continued to glare and raise her voice at me. She was storming away with my package (again, why the hatred? I still don’t understand why she was so emotionally charged) when an employee that we’d been working with directly came in and magically had a Stripe machine that I could pay with. I’m not sure why that woman was so suddenly aggressive towards me, but I hope she and AVI Systems is embarrassed for her behavior. In conclusion, AVI has severed a relationship with our business by shattering our trust in their product and goodwill, their lackluster/deceitful communication and my experience with their...

Actually, I want give them no star. I purchased house from builder and Jim was the sales person to promote their company products. he cheated on their company products. 1: I told him I want the security system can send notification to my phone when I am not home, he told me it’s ok, no extra fee, however, after I met security guy, he said if you want that service, you need upgrade to control4 and you also need to pay $100 per year ( Jim mentioned 100 per year, but he said that is for if you want they send notification to police office), but that’s not truth, the security guy said if you want notification to you, you need to pay 100, not for policy office.

2: if I know the truth, they system what I have is only send you notification when you home, I won’t instal this service because I said I need notification when I am not home. I spent almost 2k to instal this system and it’s means nothing to me. If I need control4 I need spend addition 2k for that service, which means total 4-5k. However, I can just purchase ring system or other company service which don’t need that money.

I felt the sales person Jim was cheating when he show me the options. The company isn’t good for security system and I felt like I was cheated when I choose the options. I don’t know where I can complain about that. If any person concern this company service, please be careful and be attention. I will strongly said no this company, because it’s not big company and I don’t think if you don’t satisfied with them and they will care about you.

After owner response:

The owner never blame the sales person Jim was low about the product and still ask I should contact them if I want to have those service and the price quote is additional 2K at least if I remembered correct. The point here is the sales person lie at the beginning and the owner just don’t take the responsibility at all. Overall. All been cheated customer should file the company as the worst...

I was having numerous problems with my Control4 system controlling my televisions; the inability to stream apps; Roku was inoperable; remote commands not working, etc. To make matters worse, the Super Bowl was airing in a week, and I couldn’t use my big screen TV in my theater room. I called AVI and they dispatched Kevin to come to the home and troubleshoot. He proceeded to identify and fix one problem after another. Some issues proved more challenging than others, but, he never gave up until every single problem, and there were many, was resolved. Besides being a master AV technician and cabling genius, Kevin was the consummate professional. He came back the next day, at no additional charge, because one problem resurfaced. He quickly discovered what he needed to do to fix it permanently. Not only that, but, about a week later, he calls me to make sure everything was still operating properly, which it was. Kevin put an end to years of frustration I was having with my system. I am extremely grateful for...