Custom integration companies, you either love them or hate them. Often times you love them at the beginning and then their status fades as they disappear from view. Minor issues begin to appear but then your integrator is no where to be found. You try to reach them but they screen your call and don’t return your voicemail. Similarly, your emails and text messages are ignored and likely end up in the trash bin. Why? What happened? Well the typical custom integration company is likely to be at least somewhat familiar with Home Integration, Whole House Audio/Video Distribution, HVAC and Security Integration, but you need to ask, are they proficient? How long have they been in business? What is their reputation? These are the questions that must be answered prior to entering a contract or signing the check for the initial order of product.

Of course there are many resources available to pursue when you want to “qualify” a company to interview for home automation. To name a few, there are the “Better Business Bureau” and DNB (Dun and Bradstreet), but let me suggest a few that might be of more value. First, I would go on the web to visit the “Registrar of Contractors” office in your municipality. The Registrar will tell you whether the integrator is licensed, whether there are any current or prior complaints, and if their license is or has been revoked or suspended for any reason. This information is of more value than say the BBB or DNB because many times those entities are never engaged. Why? Good question! In short, those organizations typically require a subscription or an annual fee to be listed on their website which simply enables you to call yourself a member. Spending valuable resources on those types of subscription services is unlikely to occur, especially in these hard economic times.

So where else can you go for information? There are two additional criteria I would suggest you use to make the right decision. First, consider where you heard about this company — friends, co-workers, Google? It is best to take a referral from someone who has firsthand experience with the company. Google can be useful in finding possible integrators but, let’s face it, usually the people at the top of the search results paid for their positioning rather than earned the spot. Once you have found someone who has used the integrator’s services, ask to see their system and pay special attention to the back of their AV Rack. This is where you can see the company’s attention to detail and professionalism. If it looks like a rat’s nest where chaos and disorder reign, thank your referral source and keep looking for another company. However, if the rack looks professionally organized and terminated then you are likely on the right track. Then, and only then, you should ask follow-up questions like have you had any issues since the completion of your installation? What is the response time when you have had an issue? Is the owner easy to reach via phone or email? Did you see the same technicians who did the original installation or were the technicians new? If you like the answers to these questions then you are making significant progress.

Next, if available to you, ask other trades such as interior designers, builders and custom cabinet makers who are likely to have interacted with the custom integration company for feedback. They would be able to comment on their workmanship, professionalism, cleanliness and reputation. Sometimes these trades are not always available but if you are building a new house or remodeling an existing residence, you will likely have the opportunity to poke around and ask pertinent questions to these and other professionals.

Finally, and arguably most importantly, don’t choose your custom integrator because they offer the lowest price. I tell my prospective clients up front that I won’t be the cheapest but I won’t be the most expensive either. The cheapest guy is at that price point for a reason. He is selling gear that likely won’t last and is vastly inferior to other products on the market. The adage “you get what you pay for” is more meaningful than ever when it comes to custom integration. I have seen jobs that cost in excess of $100,000 that have to be scrapped because components are not worth the metal they are housed in and no reputable integrator will risk their reputation trying to resurrect a system that never had a chance of working properly since the day it was conceptually designed. By contrast, a properly designed, value-engineered system that costs $30,000 could provide years of trouble-free enjoyment. One more thing, do your research on the internet but don’t be fooled. If you want “Internet” pricing you will have to do the work yourself. Talented and service-oriented custom integrators are worth paying as they create an experience for their clients that makes every penny spent worthwhile!

So whether you choose Crestron, Savant or some other home automation control system, you will be thankful you did your homework and chose wisely.