This is a high end business with low end service and customer focus. If they ask for your Visa number before they provide service say no thanks and find another supplier. I know of no other business that does this. My guess is they've learned that customers who who are unhappy with their work are reluctant to pay for a lack of service. I bought a home theatre system from them 4 years ago which required an unbelievable number of visits by their techies. I recently called them to request a minor reprogramming of the remote which would cost $50 travel time + labour. In the end they found the remote I bought from them was faulty and couldn't be reprogrammed yet they charged $180 for virtually no benefit to the customer. Both the techie and Larry suggested the solution was a new remote costing $1,000 -1,500. Larry even suggested the remote (which I purchase new from Simply Automated) might not have been working properly when they programmed it in the first place! (To be fair he did offer me a $30 refund which I declined).