QRS AUTOMATION SERVICES

I think it would be easiest to just copy here my entire letter of complaint that I sent to HomeLogic. HomeLogic refused to sell us replacement parts directly, and insisted that QRS automation was the solitary vendor through whom we could get parts. Here's what I told HomeLogic about QRS: Hello HomeLogic, Thank you for offering your help. Please do talk with QRS, and you can feel free to discuss the contents of this email. I will try to explain my side of the story. I definitely accept your judgement that QRS is sound technically, but as a service provider they haven't made me a happy customer. I am disappointed with QRS because after four separate visits to my home over four months they still have not ordered the replacement part that we knew we needed after visit 2 at the latest. Actually, if HomeLogic installations are part of the business, I can't comprehend why he doesn't keep these items in stock. If QRS had simply stocked the replacement parts, then we could have switched them out and diagnosed the issue on the first visit. At least, the replacement could have been ordered months ago, resulting in a two-visit service. Instead, each visit seems to be "let's see if it's item A that is wrong. Nope, item A is okay. See you in six weeks and I'll check item B then." A service company should bring equipment and personnel sufficient to check all the possible faults and isolate the problem in one visit. I drop everything I'm doing to be home for the appointments, but every visit seems to end with no progress, leading to the next "I'll see you in 6 weeks" conversation. When Brian went out of town for a few weeks, he told me he would contact me when he returned to set up a followup visit. Instead, I heard nothing for weeks and then had to call him to ask again to be put on the schedule. After all that time, when he showed up for the fourth time he still had not ordered the replacement part that I know we discussed after the second and third visits. When I talked with QRS about this problem directly yesterday, he didn't acknowledge that there was anything wrong with his idea that he would charge me $125 per hour, for visits in which his technicians broke parts of our electrical system (to be fair, they did replace the transformer that they had damaged), and managed to transform a system with one working thermostat connection and a lighting interface into a system with no working thermostats and no lighting connection. A visit in which our system is in a worse state when they leave than when they arrive tells me that they have wasted my time and wasted their own - but QRS wants to charge me for that. I would like a flat fee to get our system working again, because hourly billing simply rewards the company for wasting my time on visit after visit. The incentives aren't right. QRS should earn more money when they do a fast and effective job than when they are taking months on a job that should have been complete after a single service call. I felt that Brian considered yesterday's visit a success because he reattached the lighting controls to our computer controller, but those were working four months ago when we started the project! I'm sorry to involve you in this negotiation, but to work things out with QRS, I think it would take two things: a reasonable flat fee agreed in writing for finishing the project to a state with two thermostats that communicate to our OneHome computer interface, and a guarantee that the work will be completed by the end of the next home visit. If we can't get those things, then I would rather work with a different company. We first contacted him in November of last year! He has spent hours upon hours in four separate visits getting nowhere with our repair. He has refused to give us an estimate, or any written agreement at all. He also did not describe the work that would be done, and has promised us several times to order a replacement part which to date has still not been ordered. He makes "followup appointments" which are months out from the current date. We feel he and his company are at best extremely unprofessional and at worst might actively be trying to run a scam in which they run up huge hourly charges for many visits in which no actual work is being done. Can you please recommend an installer other than QRS Automation? We would rather pay travel charges for another installer than ever have to work with QRS again. I strongly urge you to de-certify this company and not to recommend him to any other HomeLogic users.

QRS Automation hasn't made me a happy customer. I am disappointed because after four separate visits to my home over four months they still have not ordered the replacement part that we knew we needed after visit 2 at the latest. Actually, if HomeLogic installations are part of the business, I can't comprehend why they doesn't keep these items in stock. If QRS had simply stocked the replacement parts, then we could have switched them out and diagnosed the issue on the first visit. At least, the replacement could have been ordered months ago, resulting in a two-visit service. Instead, each visit seems to be "let's see if it's item A that is wrong. Nope, item A is okay. See you in six weeks and I'll check item B then." A service company should bring equipment and personnel sufficient to check all the possible faults and isolate the problem in one visit. I drop everything I'm doing to be home for the appointments, but every visit seems to end with no progress, leading to the next "I'll see you in 6 weeks" conversation. When the technician went out of town for a few weeks, he told me he would contact me when he returned to set up a followup visit. Instead, I heard nothing for weeks and then had to call him to ask again to be put on the schedule. After all that time, when he showed up for the fourth time he still had not ordered the replacement part that I know we discussed after the second and third visits. I don't know whether I'm past working it out with QRS or not. When I talked with the technician about this problem directly yesterday, he didn't acknowledge that there was anything wrong with his idea that he would charge me $125 per hour, for visits in which his technicians broke parts of our electrical system (to be fair, they did replace the transformer that they had damaged), and managed to transform a system with one working thermostat connection and a lighting interface into a system with no working thermostats and no lighting connection. A visit in which our system is in a worse state when they leave than when they arrive tells me that they have wasted my time and wasted their own - but QRS wants to charge me for that. I would like a flat fee to get our system working again, because hourly billing simply rewards the company for wasting my time on visit after visit. The incentives aren't right. QRS should earn more money when they do a fast and effective job than when they are taking months on a job that should have been complete after a single service call. I felt that he considered yesterday's visit a success because he reattached the lighting controls to our computer controller, but those were working four months ago when we started the project!