Damage Claims & Service Concerns

TVPerch wants to hear about any of the following related to your installation:

• Property damage: damage to your wall, floor, furniture, or other property during the installation.
• Television or mounting damage: damage to your TV, mount, soundbar, or other equipment.
• Unsafe mounting: a TV or mount that appears loose, unstable, or unsafe.
• Incomplete work: the installation was not finished, was left untidy, or does not match what was agreed.
• Workmanship concerns: the installation quality, levelness, finish, or cable management is below what you expected from the agreed service.
• Contractor conduct concerns: unprofessional or concerning behavior during your appointment.
• Missing parts or equipment problems: hardware that was left behind, lost, or that your equipment was missing before or after the visit.
• Any other installation-related issue.

If anyone is in danger, contact emergency services first. If an installation looks loose, unstable, or unsafe (for example, a TV that has shifted, is pulling away from the wall, or is already falling):

• avoid using or disturbing the installation, and keep people and pets away from the area;
• do not attempt to remove a falling or unstable TV yourself;
• seek appropriate immediate assistance, such as a qualified professional to secure the TV;
• report the issue to TVPerch as soon as practical so it can be investigated and addressed.

Marking your report as an immediate safety concern helps TVPerch prioritize it, but your first responsibility is to keep yourself and others safe.

Use the form below to report directly to TVPerch. You never need to contact the installer before reporting to TVPerch, and reporting here does not limit any right you may have.

If the form does not work for you, use the form on our Contact page or reply to any booking email you received from TVPerch. Helpful information includes:

• your booking reference (the request ID from your confirmation email) or the email address used at booking;
• what happened, in your own words;
• photographs of the issue, where relevant;
• the approximate date you noticed the problem, and the date the work was performed;
• whether the installation presents an immediate safety concern.

TVPerch reviews every report through the same central process:

• You submit the report to TVPerch.
• TVPerch records the report and identifies the assigned local contractor for the booking.
• TVPerch reviews available installation documentation, including completion photographs and job notes.
• The contractor is notified and asked to respond.
• TVPerch evaluates whether the matter involves a workmanship correction, property damage, an insurance review, or another issue.
• Where appropriate, the contractor may arrange a corrective visit or coordinate with their insurer.
• TVPerch tracks the report until an appropriate resolution, referral, or documented closure.

To keep this process honest and fair to everyone involved:

• TVPerch will acknowledge your report, review it, and keep you reasonably informed while it is under review.
• TVPerch does not promise, before investigation, that the contractor or an insurer will repair, replace, or reimburse anything; outcomes depend on the documentation, the circumstances, and the applicable insurance policy.
• A report is not closed simply because a contractor has not responded; unresolved reports are escalated for further administrative review.
• No fixed claims deadline has been inserted at this stage; report issues as soon as you notice them so they can be investigated accurately.
• Nothing in this process asks you to waive any legal right, and it does not limit any warranty, right, or remedy provided to you by law.

Where appropriate, resolution may involve corrective installation work, contractor follow-up, a refund or reimbursement handled through the platform's payment process, or an insurance claim. Coverage decisions are made under the applicable insurance policy.

TVPerch connects customers with independent local installation professionals. Participating contractors are responsible for maintaining appropriate business insurance, required licenses, and professional qualifications throughout their participation.

TVPerch may review contractor qualifications and insurance documentation as part of its onboarding and ongoing review processes. However, these efforts do not guarantee that a particular loss is covered by insurance or that coverage will remain unchanged.

Customers are encouraged to communicate directly with their assigned installer about installation requirements and insurance-related questions. You may request confirmation of the contractor's insurance coverage before your installation; contact TVPerch and we will direct you to the appropriate contractor or insurance documentation process. Complete insurance policy documents and contractors' sensitive information are not published on this site.

If an installation problem or property damage occurs, you may report the issue directly to TVPerch. We will review the matter, contact the responsible contractor, and assist in coordinating an appropriate response. Depending on the circumstances, resolution may involve corrective installation work, contractor follow-up, or an insurance claim. Coverage decisions are made under the applicable insurance policy.

Nothing in these policies is intended to eliminate rights or responsibilities that cannot lawfully be limited. TVPerch's role in resolving claims is also described in the Terms of Service.

Questions about a damage claim or service concern? Use the form on our Contact page and our team will follow up.