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Livewire’s “No Surprises” Policy

Livewire is committed to completing your project at the price we provided to you from the start.  Also, we know that no one likes unpleasant surprises, especially when it comes to finances, so we created this policy to make you aware of the events that often result in a price increase during a new installation. Finally, we believe in open and honest communication, and believe it our duty to inform you ahead of time about those situations that may cause an increase to the final price of a project.

Here are the most frequent instances that may increase the price of a project:

  1. We are unable to gain timely access to the home, business, or specific areas of the home/business during any part of our scheduled installation.
  2. Installation areas, such as crawl spaces, attics, or closets, are inaccessible or deemed unsafe.
  3. Fire blocking or other hidden in-wall obstructions prevent or delay wire fishing or other related installation services.
    Note: Access holes may need to be cut in walls or ceiling to run wiring. Livewire will not be responsible for the application of patching compound, sanding, or painting. Livewire will, upon request, provide a quote for the repairs from a licensed and insured repair company.
  4. Existing  devices and/or wiring are deemed defective, improperly configured, or incompatible with new system hardware.
  5. Integrating customer-owned equipment takes longer than anticipated.
  6. Additional programming or personalization is requested beyond the initial agreement.
  7. TV, internet, and/or phone services are not active or the associated hardware (i.e. cable boxes, router, etc.) is not installed or delivered prior to Livewire’s scheduled installation date.
    Note: If the service provider is not able to activate the applicable services, it is the customer’s responsibility to notify Livewire’s project coordinator at 804-937-9001 ext. 3 before 5 p.m. the day prior to the scheduled installation date.
  8. A customer provided network presents complications, delays, or the inability to complete our installation.
  9. Customer provided contractors delay Livewire’s installation schedule.
  10. Customer is not present at the time of project completion for user training and project sign-off.

Customer Testimonials

★★★★★ Great Service. The Tech Andre was efficient, professional, and great to work with. Great experience and highly recommend Livewire.Edward BrownEdward Brown ★★★★★ Andre did a thorough job. Went over our newly installed replacement doorbell. Stood behind their product. We're glad we hired these guys.Tony FragaleTony Fragale ★★★★★ All three jobs completed quickly and totally.Bruce GrayBruce Gray ★★★★★ Livewire did an awesome job with our unconventional conference room layout! Everyone lovers the design the features and ease of use. Can't wait to work with them on the latest project!Steven GeorgeSteven George ★★★★★ Grant upgraded all of our sensors and did a great job. Fast, efficient and courteous service. Very pleased with Livewire.Blair NelsenBlair Nelsen ★★★★★ Our battery was low on our house alarm system Grant was our tech. He Was very courteous and professional. I gave your company a five star rating. Thank you for being so prompt.nancy valvonanancy valvona ★★★★★ The initial efforts of Jim Zimmerman, then followed up by Dustin Roskam to bring my network issues to a fantastic resolution, even via text by Dustin Roskam in the off hours was service that you do not see/get today!My experience was OUTSTANDING!Pat PattersonPat Patterson ★★★★★ Customer service and install was excellent! Grant did an awesome job. Asked questions to ensure that he understood my expectations and the work that I had requested. He took his time to ensure job accuracy and satisfaction. Answered any questions that I had. Shared location of menu choices and how to utilize the resources with my system. Great experience. Appreciate the work that was done. Thank you Grant!rudyard chismrudyard chism ★★★★★ David and Grant were awesome. They fixed my problem quickly and professionally. Highly recommend!Rebecca HornerRebecca Horner ★★★★★ Grant was excellent, came early, fixed our problems first time, and is a gentleman.myrick cramptonmyrick crampton ★★★★★ Grant and Anthony were extremely professional, knowledgeable, respectful and patient! I highly recommend Livewire!Catherine HathawayCatherine Hathaway ★★★★★ LiveWire was awesome!Andre was excellent in walking us through the options up front, and marking up our floor plan for the 80 or so connections we had planned.The rough-in team did a good job with pulling cables to the many locations. I do wish they had given more respect to the law of “do not run Ethernet wires parallel to high voltage wires” because the resulting interference is hard to diagnose but just results in lower network performance. In some cases, I later strapped their wires to pull them off to the side so they would be several feet from the Romex wire, eg in the attic spaces. They did generally put the low voltage boxes on the other side of the stud space from the high voltage, which is good.Patrick and the finishing install team were great! This was a big job and as a technical customer, I had a lot of unusual requests for routing and labeling and the like. He accommodated everything perfectly well, and in some cases brought his own experience into discussion to improve upon my suggestions.Last and best of all was Ashton, who kept us well informed with scheduling details, and progress. She was flexible on working around the other home construction contractors to ensure that her team was able to work unimpeded, and according to my requests as owner. Her importance to the success of the teams’ jobs cannot be overstated. She’s the greatest!!10 out of 10 and would definitely recommend!Robert BrownRobert Brown ★★★★★ Anthony and Grant did a great job today! Very professional!!!!!Kelli BatesKelli Bates ★★★★★ There are not enough accolades to properly recognize Jim Zimmerman's assistance. Even "above and beyond" doesn't capture his talent and service. After a power surge fried our surge protectors, Jim worked to find a "hidden" outlet installed prior to the cabinetry, relocate it & replace the surge protector. He updated the system and made sure it was working, and that we knew how to use the remote to its best use. We are so very grateful to Live Wire and especially to Jim.Jane CutlerJane Cutler ★★★★★ Grant stuck to it. There were some obstacles as far as the install. He kept me informed. The only downside is there was no plan to automate the install in his instructions. However, he figured out a solution.Steve NewsomeSteve Newsome ★★★★★ I’ve had an excellent experience with Livewire. Our project was fairly complex involving a security system (camera, sensors, keypads), whole home mesh networking (wiring, media cabinets), and expanding Sonos zones… all added in the middle of a significant renovation of our 100+ year old four-story home. Our project manager, Ashton H., was on top of it all given that the job ended up taking nine different days over several months to complete. She was always available to address my questions and to flex the install schedule as needed to coordinate with the progress of our reno. Our installer, Matthew S., was top notch. He was courteous, timely, collaborative, thorough, and above all we could tell he just loves what he does. He is 100% pro and prides himself on exceptional quality. I can’t recommend this team enough. After working with Livewire our home is now vastly more secure, our internet is rock solid, and music fills the air!Rawley PierattRawley Pieratt ★★★★★ Excellent service and attention to detail. Our installers, Patrick and John were prompt, communicated well, and did a great job with a challenging AV installation in our home. Professional all around.Eric HawesEric Hawes ★★★★★ Michael & Galen came out to my new home yesterday to help sort out and issue I was having with 2 of my 4 in ceiling speakers and Sonos amp connection. After around 30 minutes everything was taken care of and working properly. They were very professional and nice gentleman to work with. Would highly recommend them and had a great overall experience.Danny FreshleyDanny Freshley ★★★★★ I have been a Livewire customer for over ten years.Their products and services have been exceptional.Mark DunhamMark Dunham ★★★★★ We are very pleased with the home security and surveillance system that Livewire installed ten weeks ago. The installation included taking over and completely updating the prior system that we’d installed when building our house nearly 30 years ago. The changes included adding a Livewire Qolsys Takeover Package with new touch screen keypads, new wireless glass break detectors, new wireless smoke detectors, two outdoor security cameras and a smart doorbell, and monitoring and video streaming services.When we decided to upgrade our system (we’d not used it at all in recent years), we investigated options ranging from DIY/non-monitored to professionally-installed and fully monitored. This included the options offered by Livewire, since we were pleased with the home media services they’d provided us for many years.Brad, the sales engineer who came to the house to discuss options, impressed us with his product knowledge, ability and strong motivation to plan a system that fit our needs. He did not push us to close the sale during his visit, or during our following several telephone discussions as we decided what and from who to purchase. Once we felt we fully understood our options, we were confident that Livewire would be best for us (though one of the more expensive.Approximately two weeks later technicians Matthew and Brian arrived promptly at 8 am as scheduled. They did an excellent job of completing our installation in the 10 hours they expected (though some extra time had been scheduled for the following morning to handle unexpected delays). Throughout the process they were what you hope for: professional (courteous, pleasant, tidy, etc.), focused and hard-working, seeming very competent when doing their work and problem-solving (and in not avoiding problems), keeping us informed and involved when appropriate - everything we could ask for. When Brad (sales engineer) called the next morning for feedback on the job we had no suggestions for how anything could have gone better.We’ve used the system regularly in the ten weeks since since the installation. It’s been easy to operate (via the control panels or the iPhone app), the system has performed as planned and just as we wanted, and the few times we’ve needed assistance or had questions as we learned the new system, their support has been excellent. Dustin, their primary security system support technician, has been very efficient and capable in helping us with our issues.Overall we couldn’t be more pleased with our purchase and feel very fortunate we made the choice that we did. It’s great to encounter organizations that do first-rate work, and in our experience Livewire has been such a company including in the security portion of their business.Randolph NewRandolph New ★★★★★ Our Livewire experience was exceptional! Andre and the pricing experience was crisp and clear. We easily navigated our ultimate needs and made a reasonable plan. Our install experience with Grant was just as exceptional. He was thorough and took the time to explain our install, resources, support, etc. I highly recommend their services and would use them again if the need would arise! Jon.Jonathan HaynesJonathan Haynes ★★★★★ Representatives shielded me from the complexities of my home automation yet still fully answered my questions about warranties, any potential ongoing charges (which were limited), and setup and usage of the system. I look forward to working with them as I become more comfortable with and refine the capabilities of my system.Hugh McElwainHugh McElwain ★★★★★ Tech showed up early, went right to work after surveying the job. He was also VERY knowledgeable about my equipment and the additions I need to make.. Took the time to answer all my question and to make sure I was educated on how to use the new features.Could not be happier with the results and will definitely use and recommend them to others.Ted BreedenTed Breeden ★★★★★ Couldn’t be happier with the services. Grant was very knowledgeable, professional, and got my new system up and running quickly. Glad that I was recommended Livewire!Matt VaughanMatt Vaughan ★★★★★ Livewire continues to impress. Pre-sale support for my in-home system design and post-sale support are both very strong. I won't go anywhere else!Daryl WatkinsDaryl Watkins ★★★★★ Henry Clifford has built Livewire on state of the art equipment and quality professionals on his teamHe has completely wired and installed music and electronics for two houses for usI recommend both Henry and his team for all electronic and lighting needsAs a former CEO, I have watched Henry built a company through hard work and creative acquisition and have been very impressed.Most important of all, Henry has become a trusted friend !!!I continue to use Livewire for updates and technological improvements. They have outstanding associates either in the field or in the office. They deserve 5 starsjohn shermanjohn sherman ★★★★★ Cory and Grant, our Live Wire technicians, were punctual, thorough, courteous, and professional. They were attentive to the care of our home during their execellent upgrade of our internet speed and the precise installation of smart televisions, Sonos sound bars, and Sonos speakers. They patiently instructed us on the download of the Sonos app and its use. The quality and sound of the Sonos products are superlative and have exceeded our expectations. We highly recommend Live Wire and Sonos products.Nancy NeudeckerNancy Neudecker ★★★★★ Very happy with Livewire! Grant did a great job yesterday.Helen DesaiHelen Desai ★★★★★ Grant was very attentive to my problem. He is a great addition to the Live Wire teamRobert LeisyRobert Leisy ★★★★★ We contacted Livewire to come out to help design an outdoor theater system for us. Mario was very helpful bouncing ideas around on the initial visit and we were able to come up with a really cool set up! Matt and Grant showed up and knocked it out. These guys put together EXACTLY what we were looking for in a very timely and professional way. Matt had some great ideas on-site and made this thing perfect. I recommend the Livewire team to anyone! These guys are awesome!Robbie PowellRobbie Powell ★★★★★ Grant was extremely knowledgeable and personable. He was efficient and did a great job explaining all the features and tools associated with our system!Dawson BoyerDawson Boyer ★★★★★ Great service from Matt and MarioAdam HobbsAdam Hobbs ★★★★★ Grant and Matthew were very helpful with installing the security, audio and visual equipment in our new home. They are very professional, courteous and knowledgeable.Debbie HiresDebbie Hires ★★★★★ Would recommend Live Wire to anyone who needs this type of service. Matthew & Grant arrived precisely on time and got straight to the business of installing two wall mounted 55" Samsung TVs. They were professional, competent, & personable -- job well done! Thank you.Eugene LungerEugene Lunger ★★★★★ Technician was professional and knowledgeable. I appreciated that he gave thought to solutions with an ability to analyze the situation and devise alternative approaches,David IrvingDavid Irving ★★★★★ Outstanding service, commitment and knowledge. Installed and serviced Theater Room equipment. No other choice in Richmond. Great people and great service. All about the customer experience.Dennis GemignaniDennis Gemignani ★★★★★ I set up a service appointment to take care of a bad HDMI cable that was behind the wall. Less than an hour later, I got a call fromAndre, one of their service techs. He asked me some questions about the issue and even had me text a picture of the setup. He then came up with an innovative, easy solution that I could do on my own, for free, avoiding a costly service appointment.Livewire may have lost that particular piece of business, but they’ve won a customer for life. I look forward to having them to my house to resolve our (inevitable) next issue.Thomas HallThomas Hall ★★★★★ Matthew completely redid our video and wi-fi. He was thorough and professional. Early in the completion we are very satisfied.earl johnsonearl johnson ★★★★★ Great customer service. Professional and knowledgeable installers/technicians. From consultation to installation was seamless. Why can’t all home improvements, etc. be this perfect?!? My internet works 100% better than before. Thank you.Rita CharlesRita Charles ★★★★★ Live Wire has done a fantastic jobPersonal are very knowledgeable, courteous and friendly. A nice experienceAl CarvelliAl Carvelli ★★★★★ The installation went smoothly, however we had an issue with our cable connection that we didn't discover for a couple of days. We called Will our salesperson and when none of the technicians we're available on a Friday afternoon, Will came right out and he solved the problem on all 3 of our TV's within about 30 minutes. He explained everything he did and gave us the old cables that he removed to dispose of. He told us if we have any other issues to call him directly. This was great customer service in my opinion and we are very satisfied, especially with Will and his professionalism in solving our problem so quickly. Thanks Will!Shannon BrownShannon Brown ★★★★★ Very responsive. Professional courteous installers. Answered all questions and did a good job at installation. Cleaned up everything after installing.carol foleycarol foley ★★★★★ I’ve used Livewire for a few projects in my home and loved the outcome each time. The installers are extremally professional and my account rep that I’ve been working with, Marshall, has been a fantastic asset and is always willing to help answer questions. They made my dream of having my own theater a reality and I couldn’t be happier. I know of a few more projects I’ll have them come out for over the next few years and I look forward to working with them all.David DanieleDavid Daniele ★★★★★ Support person was very helpful and easy to talk to. Had a great conversation with him about sources of channels alternatives.john kullmanjohn kullman ★★★★★ We have used Livewire multiple times and they are always friendly, professional and do an excellent job!Deborah WellerDeborah Weller ★★★★★ Livewire is the best! Have used them many times in the past from audio installation to smart lighting. Very knowledgeable and current on technology. Installers on time always and gets the job done right. Most recent experience was no different - excellence in replacing some patio speakers and wiring. Highly recommend them for any AV needs and smart home solutions.James HaynieJames Haynie ★★★★★ A while back I posted a 1-star review of Livewire based on my initial experience with the company. I am now pleased to give Livewire a 5-star review based on the response to my initial review. Josh McDonough, operations manager, contacted me soon after the initial review went live. He had read the review and understood the reasons for my dissatisfaction. He and Dustin Roskam, service support lead, arrived today to make come changes to the setup about which I had complained. When they were through, I had what I had expected in the first place: simultaneous sound through the soundbar and through my hearing aids, when allows my wife and me to watch TV at the same time. Normally, I wouldn't give a 5-star review for a second attempt at delivering what was promised initially, but Josh and Dustin's professionalism won me over.Thomas AThomas A ★★★★★ Livewire’s tech support is second to none. Had an issue this past Sunday with my system, and had 2 service calls on that day to help resolve. When they say they are 24/7 support… they truly mean 24/7. Thanks to Zachary at Parasol & Cory at Livewire for their efforts! And a HUGE thank you to Dustin at Livewire for completing the resolution today! Back on track now, and everything is great. I continue to love the ease & functionality of the household system that Livewire installed 6 yrs ago, upgraded 4 years ago, and upgraded a second time 3 years ago. Livewire is the BEST!Ginger KockGinger Kock ★★★★★ You returned my call promptly. Dustin the master technician fixed my Sonos system and was so helpful, knowledgeable, and easy to work with. Excellent service. Thanks so much!G McCarthyG McCarthy ★★★★★ A pleasure working with Patrick and his team. Very knowledgeable and professional. Highly recommend Livewire for your electronic needs.Doug RothDoug Roth ★★★★★ Matt was great! He solved our problem with our slow internet. He was courteous and efficient.Kristi TurnerKristi Turner ★★★★★ Livewire is the premier A/V solution company!Derek GroomeDerek Groome ★★★★★ Working with Matthew & Galen = bringing in two professional musicians who also are masters of home technology. All the good sounds without any of the cords. And from start to finish, they walk you through each step of the process. 6 stars if it were possible.James JenningsJames Jennings ★★★★★ Jim was great and took the time to review my entire system and fixed issues that we didn't even realize could be fixed. Their techs are always detail oriented and very professionalPaul HuntPaul Hunt ★★★★★ Jim , Livewire technician was brilliant. Not only did he figure out all the current problems, but he also has a couple of great suggestions about other issues. He was extremely helpful and knowledgeable.Julie ThomasJulie Thomas ★★★★★ The most professional team! Brad & Matt make a dynamic duo. They came into our home, listened, and delivered. We are thrilled with our home entertainment system. Brad understood what we were looking for in our home and brought in great products. I could tell he cared about us and really wanted to make our set up great. The skill level of the technician (Matt) was above and beyond what I expected. He was thorough in his explanations on how to use the new products (even my dumb questions). When they left, it was like they were never there. Clean and tidy! I am so thankful for LiveWire and the team members they brought out to our home. In a world with so many choices, they made it easy to understand, choose and enjoy the right products for our home.Justin SleddJustin Sledd ★★★★★ This is my 2nd time using Livewire for TV installation. The service is professional, efficient and speedy. I love how they try to find ways to save you money as opposed to trying to pile on additional costs. I'm very happy with the jobs Livewire has done for me, and I will come back the next time I need help with electronics installation.Gary MaddoxGary Maddox ★★★★★ Extremely happy with the entire process dealing with Livewire. All the service techs were great to work with and high recommend using them.Mark SpecterMark Specter ★★★★★ Josh was here today to handle a few security system and entertainment system issues. He did an outstanding job, was very professional, very friendly and very helpful. In addition to the issues originally assigned, he addressed all software updates while he was here. Finally, he made recommendations for our security system and we look forward to Livewire following up with us. We are long-time customers of Livewire and highly recommend them.Leigh Anne BaggsLeigh Anne Baggs ★★★★★ Andre Saunders was responsive and attentive to our internet connectivity needs. Andre was diligent in assessing possible causes of our issues, and he was determined to help us find a solution. Andre’s genuine dedication to customer service was refreshing, and we won’t hesitate to contact Andre and the Livewire team with any future needs.Matthew SchaafMatthew Schaaf ★★★★★ Great tech for my service call, polite, clean work, true professional.Cory AtackCory Atack ★★★★★ Wonderful service today by the technician who was sent out to install something and fix some issues in our home theater. Knowledgeable, intelligent and a pleasure to be around.LizLiz ★★★★★ Prompt, thorough respectful of property (coveredshoes when entering house)mark rickeymark rickey ★★★★★ We have been using LiveWire for a few years now and they always provide excellent products and service. The service technicians are very knowledgeable. I definitely recommend them.Hope SimmsHope Simms ★★★★★ Jim and David came out this morning to replace my HDMI cable on my television. I was amazed at how quickly this was taken care of. They were very organized and neat. All of my questions were answered. They both were very pleasant.Patti MadisonPatti Madison ★★★★★ Fine companyMartin FisherMartin Fisher ★★★★★ Livewire’s associates Matthew and Clig did an excellent job with my outdoor theater system installation. They were on-time, communicative, and helpfully explained all functionality.Stefan KlingStefan Kling ★★★★★ We are beyond pleased with the services Livewire provided! Everyone we dealt with and that worked in our home was very personable, knowledgeable and easy to communicate with. They provide an invaluable service that allows moving into a new home to be seamless and easy when it comes to all things security, tv and sound, home networking, etc. We would definitely recommend using them as part of the moving/new home process or for any install/updating project around your home.Sarah PhillipsSarah Phillips ★★★★★ There is no other company I would use for and AV work in my homeMike ValentineMike Valentine ★★★★★ They were on time for the appointment and efficiently showed me what happened to the equipment. Replaced the unit within minutes. Friendly and professional.fred schneiderfred schneider ★★★★★ Remy and Patrick were great, very attentive to detail and ensured that our wishes and expectations were met and exceeded even. They were friendly and yet professional in their demeanor and in how they set our system up in a new house. Highly recommend Live Wire and commend these two team members!john Joseph H Jrjohn Joseph H Jr ★★★★★ Corey and Will did a great job running Ethernet cables throughout my house and now my network performance and reliability is amazing. Very happy.Bret MorganBret Morgan ★★★★★ Great experience from sales to installation.Drew FirmentDrew Firment ★★★★★ Friendly and knowledgeable team helped hang a number of TVs and install sound system.Ben SadyBen Sady ★★★★★ Extremely professional and excellent work!k lewisk lewis ★★★★★ Brad was an excellent salesman. I must say, he excelled at overcoming objections. But also very knowledgeable. Both Galen and Corey did a great job with the installation. They were pleasant to be around, worked hard, and answered all of my questions. The equipment is also outstanding. Overall a great experience.Brian WilliamsBrian Williams ★★★★★ Brad came to my house after a phone discussion on what my Control4 system needed, The required updates were quickly scheduled and The technician was prompt, worked well, and did an outstanding job upgrading my system. Highly recommend Livewire!Rich KRich K ★★★★★ Marshall and his team are first class. They complete the job in a timely manner and respond promptly to all questions. The deliverable is well wroth the investment.Chris PeaceChris Peace ★★★★★ Brad and Matthew took care of us the whole way from set up to install! Our exterior lights look incredible! And are functional as well!Greg SaundersGreg Saunders ★★★★★ Great customer service and guys stayed until the job was complete!Russell CheelyRussell Cheely ★★★★★ I have used LIVEWIRE for two years to setup speakers, a sound system and a universal remote for my living room. They are highly knowledgeable, respectful and thorough. While not the cheapest, the value they provide is worth it!Bridget AmanBridget Aman ★★★★★ Livewire always does an A+ job installing the equipment and making sure you are happy with the end results.Jeremy KirklandJeremy Kirkland ★★★★★ What a great experience we had with Livewire. They showed up early or right at the time they told us they would and they did outstanding work.Steve BrownSteve Brown ★★★★★ Patrick from LiveWire has installed an unbelievable amount of technology in my Smart Home. They've incorporated cutting-edge Audio/Video capabilities in this house than even I had envisioned.Ronal ButlerRonal Butler ★★★★★ Great service. Great to work with.joshjosh ★★★★★ The 2 technicians were real pros. Knew the product back and forward. Instructions were simple and clear and we are extra ordinarily pleased.Highly recommend live wire and Gregg his teamThomas SneadThomas Snead ★★★★★ Livewire was very competent in their work and expertise and the technician was helpful in explaining all that he did.Scott CoxScott Coxjs_loader

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