They are just BAD. They do not have their act together for as much as we are all spending on our AV/Audio/Home Automation. From the initial sales person (Tim) to missing the dates by a month of when our new home was to be completed to the installers (Fab) who left marks on doors and was rude, installed things to work the way THEY wanted it vs. our specifications, to reorganizing and changing the configurations on our existing equipment to their own preferences to immediately saying "oh that can't be done" and then another one of their installers just happens to know how to do what you are asking (it's a miracle!) to their 2-3 lead time for service to coming out and doing service and fixing something only to find it is not fixed. (I could go on...)
The owner claims he cares but does not, they all know who the bad techs but do not remove them, they installed our security system and forgot to connect a room, etc. If you are going to spend $20-30k on video/audio/home automation/security, I would suggest going somewhere else. I am stuck with them, but you should not have to be.