We hired Vancity HD to install two TVs in our home. When contacting the owner directly, we were told it would be the cost of $500 for two of their gold packages. They arrived at the house at 10am, it was the business owner Rob and his employ, immediately they started with telling us that our wall mounts would not be suitable for TVS, and that we had to purchase two wall mounts from their business (costing $300). We agreed as we thought we could just return the wall mounts we had purchased and still proceed with the installment that afternoon. They started with the tv upstairs, where if they weren't ignoring us, they were arguing with each other over how they were going to do the installment, including swearing at each other and belittling each other in front of us, and our children. They did not inform us with what was being done completely or what they were doing that was not included in our package. After fully installing the television upstairs, they went for lunch. When they came back, they started with the tv downstairs, where not only was our wall mount not going to work, but they didn't like the shelf we had selected either, that it would be "too hard to work with" and said we need to purchase one from them. After some disagreement, the owner Rob said he would give us the shelf, because they "didn't want us to feel like they were just costing us more money". They continued to install that television, and completed the project around 4pm. They packed up ready to go, and then came to tell us that the bill was $1200.00. Despite our better judgement, we paid them, took the receipt and they went on their way. We then realized that a lot of that they had done we had not been consulted on for price, but had been mentioned when they said it would "look good" during the installation (ex outlet relocation). As well as had been over charged by $60.00. We contacted VanCity HD immediately the same day to notify them of the mistake, offering them to refund the amount over CC, which they declined and said wasn't possible, so they would send us a cheque in the mail. Over the next few days we noticed things starting to go wrong with the tv upstairs. Wires were not hooked in properly, speakers were left not even plugged in, systems unplugged ext. There had also been a majority of the equipment we had provided them with left untouched, and theirs installed, costing us additional money. Then with the tv downstairs, their outlets were uneven and the shelf now tilted down, resulting us in using our original shelf we had purchased before installation. A few weeks later, with no cheque, we messaged them again, where the owner Rob had responded that he forgot to send the cheque and if we could give all our CC info he would do the refund. Not very comfortable or happy with how things were going thus far, we declined and asked for him to proceed with sending the cheque, which he responded that he would send one of the next day and asked for our address (a little confused at the question, considering he should already know our address if he actually meant to send us a refund on the day of installation which was May 3rd/14), that was on June 17, 2014. June 29th/14 comes along and still no cheque, so we contacted Rob again asking what was going on, and he forgot again, and proceeded to ask for our CC information again. We told him that this was ridiculous and we did not have enough confidence in his company to hand over such personal information and he could send us a cheque, to which he responded "cheers". Its now July 14th/14 and still no response or cheque. This matter has gotten completely ridiculous and we find it total un professional of them for their lack of communication and the lack of service that we received.
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