Suretechs, Inc.

We have had our Control4 Home Integration System for approximately 8 to 10 years. We updated to the new CH-250 about one year ago. We have been using SureTechs for the past year as the goto for updates & system management. One june-14th, 2014 our control4 system had crashed. We called SureTechs and they were able to send out a tech within two days. Richard showed up on time & completed a re-install of firmware, which was stored on his laptop from a previous visit. He re-assured us that our unit has a two year warranty and would be replaced if it crashed again at no additional cost. Upon completion of the 2-hour appointment, we asked if we needed any further updates. He stated our system was up-to-date with the latest firmware/software. He confirmed there's a 30-day guarantee if we should have any problems/issues. Three days later we noticed our streaming apps were missing (TuneIn, Rhapsody), which we had previously paid for with the installation of the new CH-250 unit. We immediately called SureTechs. A tech came out about two weeks later to address the problem. The night before the appointment, We were notified that we would be billed for parts/labor that were not under warranty. We agreed to those terms, knowing that we still had one more year of warranty coverage. On July 2nd, 2014, another SureTechs rep came out and re-installed the TuneIn music streaming application. He arrived one hour late, and smelled like an ashtray. However, he was very courteous & knowledgeable. Our system is back to its original working condition within an hour. He requested payment of $170 and we received an email from the president, Dan Merrill, demanding payment of $170. We called Dan to question the payment, stating that SureTechs repair on 18-Jun-2014 did not do a complete re-install, and had left out our TuneIn app. He was adamant that this was a service call, to be fully paid. Dan refused to allow us to state our case. He said, "This is not open for discussion. Do not contact me again." & immediately hung-up. We have since contacted Control-4 corporate in Utah. They are looking into this matter. My partner & I are both professionals. I am a retired Doctor & my partner is a retired software engineer. We find it unbelievable that someone in Dan?s position, would treat clients in such a manner, & demanding we pay for their mistakes? What happened to their 30 day guarantee? We highly recommend when looking for a home theatre install & maintenance company, that you look elsewhere. This is not a company you would want to deal with!