Initial Business Response /* (1000, 5, 2015/06/22) */
To whom it may concern,
In regards to the letter that was sent to you by [redacted], I would like to explain how this whole process went from our point of view. There are many statements and claims by Mr. [redacted] in his letter that are...
inaccurate and clearly fabricated. To start off, his first install (after tax) came out to $4,144.97. As you can see he did not purchase a "$5,000.00+ stereo system" and the installation charge was $454 not "the installation alone was over $1,000.00" as [redacted] had put it.
When we were contacted to transfer the radio to another truck we did quote [redacted] for "around $250" to have the equipment removed from the vehicle. We always charge a straight hourly rate when we remove equipment from one vehicle and put it into another, along with any new equipment that vehicle number 2 might require. The time alone it took to remove everything he had bought and reinstall all of his factory equipment was 5 hours, which at our rate of $60 an hour gave him a total of $300 before tax. [redacted] was scheduled to get all of this done on 10/09/14 and was a no show. That is over half a day in which our installer had nothing to do. [redacted] rescheduled, after the no show, and got his removal done on 10/24/14. Because of the confusion of differentiating between removal fee and reinstallation fee, WE DID NOT CHARGE HIM to have his system removed from the first vehicle.
Next we did install almost all of his equipment into his second truck. The second truck required a different dash piece which had to be ordered online. In order to make all of his sound equipment work in this new vehicle, we installed a completely different radio that would fit without needing any new parts. WE ALSO DID NOT CHARGE HIM FOR THIS RADIO under the agreement that we would take this radio back when the new dash piece came in. When we were done we still had his DDIN radio and back up camera left to install. We agreed it would stay at our shop until the new dash piece came in, then we would install the DDIN radio and back up cam for no extra charge. He made, and missed, three appointments (11/20/14; 12/12/14; 01/20/15) to get the install finished up. That's four times we had at least 2-3 hours blocked where an installer had nothing to do.
[redacted] then came in and informed me that he had a dealership remove the equipment from the second truck when he traded it in and now wanted it installed into a third truck. He was quoted about $600 to install everything, which was labor only and before tax. I went over what would be needed in the third truck to make sure we would have all the components. [redacted] did mention that the wires and the bass knob were left in the second truck. His girlfriend came in before the appointment because she wanted to pay for it as a gift. She was informed that with install and the wires and bass knob the total would be about $750. She made a deposit for that amount. When he arrived it was clear that the dealership did not remove his speakers, nor did they remove the radio that we installed and were supposed to get back. I asked him if he would like to purchase new speakers or use his factory speakers, even though his factory speakers wouldn't have sounded as good. He chose to purchase new speakers. Also on this bill we included the dash piece that we purchased for his second truck and he took it with him to try and sell to regain his loss. We did appreciate that he took responsibility for this little mishap so we only charged him exactly what we paid. After the cost of new speakers, new wires, a bass knob, the dash piece from the second truck, labor, and factoring in the $750 deposit that was put down his final bill when he came to pick up the truck was $810.24 We never did get paid for the loaner radio we installed that was valued at $200.
Our biggest confusion about this whole process is that when [redacted] and [redacted] left our store they always seemed happy with the results. Each time we explained the bill and why the costs were what they were. The last time they were in they both understood the bill and said they thought it was fair and paid the bill with no reservations. Why now, 3 months later, are we not only hearing about an issue but not hearing it from the customer directly. This is very upsetting to us, especially after all the engagements we had with [redacted] and [redacted] over their many appointments with all the vehicle changes over the last year. We also feel the profanity and alleged derogatory comments he is claiming were said to his friend by the owner were completely out of line and untruthful. We could not have been in business for 22 years by doing the things [redacted] is claiming we have done. If [redacted] was upset over what was done three months ago, all he would have had to do was stop in and talk with us instead of going to all the trouble of writing this complaint and other untruthful reviews about us on other websites. This helps no one in this situation.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Darrn is absolutely lying in his response and by saying I "fabricated" makes me livid! This man has went to my friends work and asked him to have me get ahold of him which [redacted] had, even left a message. Darren explained to my friend that he had an A+ rating and he did not slept due the thought of his rating going down. I have all my bank statements on how much I was charged minus the cash deposits. This man is a thief, a liar and the must unprofessional person I have ever delt with. There are numerous customers who have been ripped off by him and his employees and I have made contact with several of them two of which have also decided to make complaints to the Revdex.com. So when you get these complaints it will show a pattern and the true colors of Darren [redacted]. After 22 years in the military and being all over the world I find the worst service ever right here in my own town. Just the fact he would not talk with [redacted] or return her call shows his attitude toward this entire thing. He lied outright to my friend saying he tried calling me. I had no missed calls or voice mails from him. This man is worried about ONE thing which is his rating and NOT customer service. The blogs on the Internet speak for themselves. Every complaint has the same story as mine. So no I am NOT happy with his so called response. He so knew we were not happy when we picked up the truck! He walked into the store when we picked up the truck and totally avoided making eye contact and went straight to his office. As for the $200.00 stereo he put in my other truck, the thing did not even work and Travis said it was a take out of another vehicle and they knew it had problems. I now have to pay over $400.00 to get a new dash to fix what they did. I brought my truck to another stereo installer to fix what they messed up and I quote, " that was the most unprofessional install we have ever seen and we have fixed a lot of their mess ups!" So that statement gives credence to my complaint!
Final Business Response /* (1000, 13, 2015/07/16) */
If there are still any unresolved issue with Mr [redacted]'s vehicle then we would need to inspect the issues at our shop and, if they are related to our install, come up with a resolution.
Initial Business Response /* (1000, 5, 2015/06/22) */
To whom it may concern,
In regards to the letter that was sent to you by [redacted], I would like to explain how this whole process went from our point of view. There are many statements and claims by Mr. [redacted] in his letter that are...
inaccurate and clearly fabricated. To start off, his first install (after tax) came out to $4,144.97. As you can see he did not purchase a "$5,000.00+ stereo system" and the installation charge was $454 not "the installation alone was over $1,000.00" as [redacted] had put it.
When we were contacted to transfer the radio to another truck we did quote [redacted] for "around $250" to have the equipment removed from the vehicle. We always charge a straight hourly rate when we remove equipment from one vehicle and put it into another, along with any new equipment that vehicle number 2 might require. The time alone it took to remove everything he had bought and reinstall all of his factory equipment was 5 hours, which at our rate of $60 an hour gave him a total of $300 before tax. [redacted] was scheduled to get all of this done on 10/09/14 and was a no show. That is over half a day in which our installer had nothing to do. [redacted] rescheduled, after the no show, and got his removal done on 10/24/14. Because of the confusion of differentiating between removal fee and reinstallation fee, WE DID NOT CHARGE HIM to have his system removed from the first vehicle.
Next we did install almost all of his equipment into his second truck. The second truck required a different dash piece which had to be ordered online. In order to make all of his sound equipment work in this new vehicle, we installed a completely different radio that would fit without needing any new parts. WE ALSO DID NOT CHARGE HIM FOR THIS RADIO under the agreement that we would take this radio back when the new dash piece came in. When we were done we still had his DDIN radio and back up camera left to install. We agreed it would stay at our shop until the new dash piece came in, then we would install the DDIN radio and back up cam for no extra charge. He made, and missed, three appointments (11/20/14; 12/12/14; 01/20/15) to get the install finished up. That's four times we had at least 2-3 hours blocked where an installer had nothing to do.
[redacted] then came in and informed me that he had a dealership remove the equipment from the second truck when he traded it in and now wanted it installed into a third truck. He was quoted about $600 to install everything, which was labor only and before tax. I went over what would be needed in the third truck to make sure we would have all the components. [redacted] did mention that the wires and the bass knob were left in the second truck. His girlfriend came in before the appointment because she wanted to pay for it as a gift. She was informed that with install and the wires and bass knob the total would be about $750. She made a deposit for that amount. When he arrived it was clear that the dealership did not remove his speakers, nor did they remove the radio that we installed and were supposed to get back. I asked him if he would like to purchase new speakers or use his factory speakers, even though his factory speakers wouldn't have sounded as good. He chose to purchase new speakers. Also on this bill we included the dash piece that we purchased for his second truck and he took it with him to try and sell to regain his loss. We did appreciate that he took responsibility for this little mishap so we only charged him exactly what we paid. After the cost of new speakers, new wires, a bass knob, the dash piece from the second truck, labor, and factoring in the $750 deposit that was put down his final bill when he came to pick up the truck was $810.24 We never did get paid for the loaner radio we installed that was valued at $200.
Our biggest confusion about this whole process is that when [redacted] and [redacted] left our store they always seemed happy with the results. Each time we explained the bill and why the costs were what they were. The last time they were in they both understood the bill and said they thought it was fair and paid the bill with no reservations. Why now, 3 months later, are we not only hearing about an issue but not hearing it from the customer directly. This is very upsetting to us, especially after all the engagements we had with [redacted] and [redacted] over their many appointments with all the vehicle changes over the last year. We also feel the profanity and alleged derogatory comments he is claiming were said to his friend by the owner were completely out of line and untruthful. We could not have been in business for 22 years by doing the things [redacted] is claiming we have done. If [redacted] was upset over what was done three months ago, all he would have had to do was stop in and talk with us instead of going to all the trouble of writing this complaint and other untruthful reviews about us on other websites. This helps no one in this situation.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Darrn is absolutely lying in his response and by saying I "fabricated" makes me livid! This man has went to my friends work and asked him to have me get ahold of him which [redacted] had, even left a message. Darren explained to my friend that he had an A+ rating and he did not slept due the thought of his rating going down. I have all my bank statements on how much I was charged minus the cash deposits. This man is a thief, a liar and the must unprofessional person I have ever delt with. There are numerous customers who have been ripped off by him and his employees and I have made contact with several of them two of which have also decided to make complaints to the Revdex.com. So when you get these complaints it will show a pattern and the true colors of Darren [redacted]. After 22 years in the military and being all over the world I find the worst service ever right here in my own town. Just the fact he would not talk with [redacted] or return her call shows his attitude toward this entire thing. He lied outright to my friend saying he tried calling me. I had no missed calls or voice mails from him. This man is worried about ONE thing which is his rating and NOT customer service. The blogs on the Internet speak for themselves. Every complaint has the same story as mine. So no I am NOT happy with his so called response. He so knew we were not happy when we picked up the truck! He walked into the store when we picked up the truck and totally avoided making eye contact and went straight to his office. As for the $200.00 stereo he put in my other truck, the thing did not even work and Travis said it was a take out of another vehicle and they knew it had problems. I now have to pay over $400.00 to get a new dash to fix what they did. I brought my truck to another stereo installer to fix what they messed up and I quote, " that was the most unprofessional install we have ever seen and we have fixed a lot of their mess ups!" So that statement gives credence to my complaint!
Final Business Response /* (1000, 13, 2015/07/16) */
If there are still any unresolved issue with Mr [redacted]'s vehicle then we would need to inspect the issues at our shop and, if they are related to our install, come up with a resolution.