Audio Express

He came down and I offered him many different options, and said I would even give him a refund (on the 1st or 2nd of June), though it's against our policy I refunded his money and he said he was going to email the Revdex.com to let them know this was resolved I contacted him because I want my customers happy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The camera was only a minor part of the total issues with the install and ongoing failuresAudio express failed to install the system correctly from the original purchaseI did remove the camera, due to fears of causing more issues and being refused by audio express to look at what might be wrongThe cost of the camera is less than 1% of the total pupurchase and had it been installed properly, would not have failed I have taken the truck to a different installer for inspectionThey have verified the original install and 8-supposed fixes (at a large cost to me), were not complete and / or not done correctlyThey found that 75% - 80% of the installed product was done incorrectly and not functioningSome issues (too many to list all) were main power and ground wires not secured or connected properly, the placement of the sub and speaker are incorrect causing failures, the install of the camera was so haphazardly done with wires placed between moving parts, they were surprised it worked for more than a day, and the manufacturer's part were not the cause of ANY of the issues Audio Express did not provide the product that I paid for from the beginning, nor did they ever correct the issues or errors after 9-attempts at my expenseThey have defrauded me and knowingly sold me a broken and failed system from day Regards, [redacted] ***

Dear ***, [redacted] and [redacted] , We are well aware of your situation and have been working with your family to resolve this situationWhat you have stated in your account is an accurate description of the time lines and eventsWhen we began installing your basic alarm system our install technician did notice some strange behavior with the passenger side window hence the phone callWhen testing the alarm system before delivery to you the door locks and windows worked except the passenger side as statedOnly after demonstrating the alarm to you did the problems begin to manifest with the door lock and window switch on the driver’s sideWe then pulled the vehicle back into the bay to verify if anything we installed caused the problemAfter checking our work we found nothing on our end that would have caused this problemOur tech did notice that above the driver side door there was damage to the vehicle that would allow water to leak into the cab and onto the switches for the windows and door locksHe removed this switch and found large amounts of water corrosion on the circuit board of the switch and showed this to your familyAt this point we could only speculate what had happened as we do not do this type of diagnostic work and felt confident that this was not caused by usWe still wanted to be thorough and fair in this unusual circumstance and instructed you to bring the vehicle to the local Chevy dealership to have a certified third party go over our finding and diagnose the problemWe told you that if anything was damaged due to our installation that we would take full responsibility and cover all repair charges associated with itYou took your vehicle to the dealership and they determined that nothing we had done caused this problem and that was a bad driver’s door window switch as stated in the attached invoiceWe also personally talked to the technician at Chevy and he stated that this had nothing to do with our installWe understand that this is an unfortunate coincidence be we will not pay for something that we did not doWe will be more than happy to pass along any discounts we can acquire when you are ready to purchase a new switch and we will even install it for you at no charge at one our shopsWe hope you feel, as we do, that this is a more than fair resolution and we look forward to helping you resolve this as best we can Sincerely Audio Express Management

Mrs [redacted] brought in her [redacted] with the factory stereo installed in the vehicle with the antenna not working properly(not receiving any radio stations from the antenna) after removing the factory receiver and inspecting it, we found that the antenna plug had been damagedNot having the stereo Audio Express installed in the vehicle and someone else installing the factory stereo into the vehicleAudio Express repaired the vehicles antenna and re-installed the aftermarket receiver to take care of the customer

We have gone above and beyond for our customers regarding this specific scenarioThe radio did blow a fuse but to say it caught on fire is quite misleadingOur customer’s told us they have had other people in there after our install and us knowing it worked when it left we can’t say for sure what happened but still we installed a new radio and replaced the fuses the day they brought it inThe customer’s existing wiring we believe to be the root issue as well as other people going into the Audio Express install after it left thus avoiding any and all warranty or liabilityThey believed the subwoofers they had us install which were brought in literally glued together were blown due to our installationThis is entirely inaccurate as they are broken and attempted to be repaired with a hole in the middle of the woofer cone itself prior to our installationBad speakers can stress any stereo or amplifier and cause fuses to blow so the vehicle WONT catch on fireKnowing all this we have a deep love and respect for all our customers and yesterday I personally offered them two brand new Kicker Comp 15’s which retail about $each at no charge in lieu of a refund and they gladly acceptedI’m surprised to get a letter from the Revdex.com after GIVING over $in merchandise in an attempt to retain a customer and to help them feel the love and respect we truly have for our customers within Audio ExpressThank you for your time

Complaint: [redacted] I am rejecting this response because: It would make no sense for me to purchase locks from Nissan and have audio express install them when your company has told me that my problems were due to a poor instal jobIf I purchase a product from Nissan I will have them instal itI would like all of your products removed from my car for a full refund Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Dear [redacted] and [redacted] , We apologize that you have had to bring your vehicle in for multiple adjustments to your cable driven door locksUnfortunately, this is sometimes needed with this type of factory cable driven locking systemWe understand that this is an inconvenience and we have done everything in our power to make these services as painless as possible for youWe will continue to service this system at no charge for the life of the vehicleThere is one option we are willing to do for youIf you go to the factory Nissan Dealer and purchase the OEM power door lock assembly for each door we will credit the money you spent on the door lock actuators through us and use that money towards the installation of the OEM onesIf this is something you would like to do please reach out to Devin at ###-###-####Sincerely, Audio Express Management Tell us why here

Dear Mr [redacted] , First off, we would like to apologize for the problems you have experienced with your [redacted] SiriusXm unitAfter speaking with our local management team in Albuquerque we are also unfamiliar with the exact problem that you have experienced with this unitAccording to the district manager he contacted [redacted] right away once he found that a unit swap didn’t correct the issue [redacted] told us that an update to the firmware on the unit was necessary to fix the problemThat was done by us on 5/We also see record of a phone conversation the next day stating that the update did not fix the problem Firmware updates or issues are not something we can controlIt’s like a computer or smart phone that needs an update to operate a certain application Satellite radios as well as certain Head Units are the same these daysAt this point our district manager immediately put on hold two brand new replacement units for exchange of the potentially faulty product at a time of your choosing, knowing that you were coming in from out of town and he did not want you to have a problem with inventory availability as this unit is a very popular item with usOn 6/the district manager personally and immediately swapped out not only the [redacted] unit but also the SiriusXm unitHe also updated and re-tuned the system with you at our locationOn 6/the assistant manager received a phone call stating you were still having the same problem and we’re on your way down to have us look at itNow knowing that this particular unit must be the cause of the problem the districted manager by phone on his day off okayed the swap of the unit to a new [redacted] unit at no charge to you even knowing that you are exchanging a unit missing things like the box and manual so you would not have to return to the store because you live so far awayThe floor and install team that day stayed late to accommodate you for this exchangeWe understand that this experience has been frustrating for youWe also understand that you live a great distance from the location that you chose to have the installation done atOur team in Albuquerque has done everything in their power to make this experience as painless as posable even to the extent of allowing you to store perishable food in their freezer while you waited for your installAs always we stand behind our installation and product and will do everything in our power to correct any unexpected or out of our control issue such as thisUnfortunately we cannot pick and choose the location that our clients choose to visit, as this is a decision that has to be made by youWe appreciate that you chose us for your car audio needs and we will continue to give you the best service and products that the industry has to offer but reimbursing you for travel cost is not something we are willing to doPlease remember, this issue was not due to our installation but a freak issue between the [redacted] and the Sirius Satellite tuner, both made by different manufacturersWe are pleased however that once we did everything we could, and you decided to try a different name brand stereo (at our cost) and take back the now used [redacted] unit, that the problem went away and now everything is working fineWith that being said we are more than willing to help you out with any future purchases with deep discountsWe hope we can continue doing business with youPlease understand, once again, this was not a issue, in fact, with the thousands of these units we sell, this is the first time we have encountered such an issue at allPlease feel free to contact [redacted] the distract manager at [redacted] to arrange any such discounts Sincerely Audio Express Management

I am writing you in response to Mr [redacted] complaint Almost the entirety of his complaint is absolutely false Mr [redacted] originally came to our store to purchase an audio system for his vehicle The system design was thoroughly explained to Mr [redacted] in layman's terminology that he agreed with and understood at the time of original installation After he picked up his vehicle from us on Friday 7/15/, he returned the very next morning with a small issue that was an oversight on our behalf We agreed to fix it at no charge but explained to him that we would prefer to schedule an appointment for the coming week when we had more time to focus on his vehicle so it wouldn't be a rush Mr [redacted] agreed, scheduled the appointment and left Over the weekend his amplifier, that was not purchased from us failed Due to his frustration of having to come back for our minor oversight, and his amplifier failure, Mr [redacted] purchased his own amplifier elsewhere, removed the amplifier that we installed from his vehicle and incorrectly installed it on his own accord We explained to Mr [redacted] that his amplifier was of poor quality and we did not expect it to last very long before we ever agreed to install it for him We typically only install equipment purchased from our company for warranty purposes and to avoid customer services issues like this He agreed and we even discussed which two amplifiers we would use to replace his in that event When Mr [redacted] returned for his scheduled appointment with his improperly installed amplifier, we kindly explained to him that it was not tuned properly which could damage the speakers he purchased and we installed, and we also explained to him that his new amplifier was not capable of working properly with the system design we thoroughly discussed before the installation At this point he conveniently forgot our previous conversations about the system design, and denied that we had discussed them thoroughly In an attempt to keep Mr [redacted] happy, I agreed to rewire his amplifier, once again that was not purchased from us, to work with his system which required a couple hours of labor I did this at no charge and explained to him that because he had tampered with our wiring and tuning of the system, that we would no longer warranty the amplifier wiring or the speakers He agreed and left the store upon completion.Almost five months later Mr [redacted] contacted me once again and complained that he did not like the radio that he had purchased from us He admitted that it was his own personal preference and wanted to reinstall his original factory radio, and agreed to pay for it He also mentioned that he now had a noise coming from his amplifier, that once again was not purchased from us I explained to him that when we installed his factory radio back into the vehicle that we would be able to troubleshoot the noise, and that there was a high probability that it was due to his amplifier, a common problem with that brand of amplifier We agreed and scheduled the installation.When Mr [redacted] arrived for his appointment this past Monday 12/12/I kindly greeted him and began to discuss the scope of work that was to be performed, knowing that we had a communication problem on his behalf previously I asked Mr [redacted] if there were any other issues that he could think of that needed to be addressed while his vehicle was in our shop to make sure he was totally satisfied upon completion At this point he began to rehash his previous statements from July about his lack of knowledge of our system design, and began speaking to me in a very condescending tone and insinuating that I was not being truthful I quickly and calmly explained to Mr [redacted] that I was not going to argue about the past and was just interested in getting his vehicle to his expectations Mr [redacted] continued talking to me in a rude manner and once again I calmly explained to Mr [redacted] that I was trying to help I then calmly stated that if we were going to begin this new transaction with such negativity and were already arguing before we began any work, than I would rather not perform the installation to avoid a problem Mr [redacted] became more agitated, continued to speak to me in a disrespectful and vulgar manner and said "Well fine, you clearly don't want to work on my vehicle, so if you will please check the noise in my amplifier" I then explained to him that I was interested in making him happy but did not want to work on the vehicle if it was going to cause more problems I then reminded him that his amplifier was not purchased from us and that he had voided his warranty on our amplifier installation when he tampered with it back in July, and due to his disrespectful and vulgar behavior at this point I would not service his vehicle and recommended he take it elsewhere

The product is out of warranty by years, we did offer a discount on replacement system that was refusedWe no longer wish to have a business relationship or any contact by this consumer

We have offered to honor the pricing that Mr [redacted] has demandedThe facts of my original reply remain the sameMr [redacted] is demanding that we pay him over $for his time and gas even though once we FINISHED our investigation we offered to honor the; below our cost, pricing but Mr [redacted] refusedMr [redacted] did at the very beginning of the chat request a certain Packages that was advertised on our web site as well as our print advertisingThe package does not state nor does it offer installation or parts includedAnything that comes with our $installation plainly states that in our adsFurther more, all of our print ads have explanations of what PPP means as well as a complete statement concerning the potential need of extra parts, labor and shop feesIt reads in part as follows "PPP indicates product installed at HALF off our posted ratesCustom work at added costKits, antennas and cables additionalAdded charges for shop supplies and environmental disposal where mandated" We plainly state and show on the print ad or on our web site when an offer or advertised item or package comes with the $installThat is why the team members at the Tempe store explained this when Mr [redacted] came in for his appointment In the end, what we have here is an advertised package that in no way offers installation included or at $as the ones that do come with this doBecause of this and the fact that this was our first time experiencing something like this, we first explained what the package offers to Mr [redacted] , after he refused that and demanded lower pricing, we offered him a deep discount knowing at the very least there was confusionHe again refused that and demanded the much lower pricingThe store team members are not authorized to offer anything more than what they did, so they offered to take it up the ladder and get back to Mr [redacted] As each step of the investigation caused another step, it did take us a few business days to find out what in fact happened and at that point we offered to offer the pricing that Mr [redacted] was demanding but he refusedWe are willing to offer $to Mr [redacted] simply to make this go away.We know that we did all we could to investigate as quickly as we could and we believe we offered a fair resolution once we completed the investigation We are willing to pay him $just to make this go away as long as Mr [redacted] agrees to end this complaint in full on acceptanceThat is all we are willing to offer Thank you for your time in this matter [redacted] ***

Hello, This matter was resolved last week and the customer said that they would retract this message, please let me know if you need any further information in this matter.Thank you, [redacted] ***

Dear Mr. [redacted] , We would like to apologize for the first service that was performed to your vehicle on 6-9-16 after your original install done on 5-25-16. One wire on your line level converter was out of phase and was fixed on that date in a timely manner. As for the problems that occurred after... this service date, this was something that we did to take care of for you at no charge after your rear end accident to the vehicle. After your accident you brought down the vehicle on 7-4-16 to purchase a new bass knob line because it was pulled out and damaged during your accident, along with all the power, ground, speaker and RCA lines. Our manager Cheech went above and beyond to replace and fix all lines going to your subwoofer system at no charge. This is NOT something we would normally do for free as this was obviously not caused by us but the accident the vehicle was in. We did it out of pure customer service excellence. In fact, you felt that we did such a great job that you posted a Google review stating that you had an “Awesome experience”, “especially Cheech”, We’ve noticed that you have now removed the good review you gave us and replaced it with two very negative reviews from both you and your nephew. Attached is the original Google review. We are aware that your nephew had a confusing experience during his last visit to our locations when he brought your vehicle in on 7-21-16. But again he was takin care of promptly and the problems that he presented, which were not present during the original installation at our San Mateo location; was addressed and again repaired at no charge. He then brought the vehicle to our other location on Coors and dealt with our manager there for a completely different problem concerning a security light on the dash. The team at the location pulled your vehicle in immediately and determined that the problem had nothing to do with our installation and you were instructed to contact the dealer for further diagnostic work. As we’ve stated before, we stand 100% behind our work and if the Nissan dealership finds that anything in our installation caused the problem with your security light staying on, we will be more than happy to repair it for you. As for your conversation with our staff, you were asked multiple times to speak with our District manager which you refused and the tone of the conversation with both of our managers at Coors and San Mateo and our salesmen Ervey was set in response to your behavior on the phone. We strive to offer and deliver the best customer service in our industry, but when someone calls and yells and cusses at us, it’s very difficult to achieve that goal. If you feel that you need help setting up an appointment with your local Nissan dealer to have the diagnostic work performed, our District manager Devin will be more than happy to assist you. Please feel free to contact him anytime at ###-###-#### with any other concerns. Sincerely, Audio Express Management

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

Complaint: ***
Yes Corvette transmission was paid for and we are now moving along with things till Corvette is completeOnce complete on both cars and compensation is offered I will let Revdex.com know if everything was acceptable and fairTill then I will leave case open with Revdex.comI still have yet to hear if they will pay for new tires and other problems transmission mechanic said could be wrong with Corvette even after Corvette had a rebuild transmission After corvette is complete I hope that a fair compensation is made for both carsNot only is the Corvette still being worked on but the Corvette still may have problems in futureYes I now read from response that your employee was terminatedBut how many days later did that take before termination Video of Dash Cam was showed right away to manager and still employee was working Also didn't appreciate being laughed at when I told Audio Express team that my tires are only less than days old before they decided to burn rubber on them and there response was at least they broke them in for meAnyway yes SO FAR Audio Express is working with usBUT till everything is worked out I won't be satisfied with Audio Express.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

PLEASE READ MY EXPERIENCE I purchased an alarm with remote start My truck has worked with no problems 160,miles until audio express installed an alarm / remote start I started my truck with the remote and the starter stayed engaged while the truck was idled smoke came out from under my truck Audio express said it was impossible and could not happen basically called me a liar I quit using the remote start unless I can see the truck Then lights were staying on at this point I wanted the alarm uninstalled because I have problems I never had before Before the alarm was removed I started my truck with the alarm and I forgot accidentally hit the breaks and now my truck has not started in almost a week I had towed to two different shops TIPM computer replaced now the main engine PCM computer is also not working This is going to cost over $5,to repair and audio express claims it was not the alarm Both mechanics said it had to be the alarm The alarm was not installed correctly and the vehicle computer was grounded damaging so far TIPM and PCM computers alarm also erased my transponder keys Truck still not running I had to file an insurance claim This is my experience I will never use this company and will tell everyone I know NOT to use this company

as it takes a lot for us to refuse customers I would have to say in the years I have been with the company we have only refused a total of 2 nowWhen physical threats are made to our employees and families now a day such as *** did we cannot take it lightlyWe can no longer work with *** and as before *** is no longer welcomed in our storesThe fact is even though J*** voided all of his warranty by having his friend take apart our work and change things around we still tried to help *** out even going as far as sending our lead tech to his house something we don't offer or normally do to rectify his problemsBut when a customer decides to change our wiring or tamper with our install, before we were given the opportunity to look at it or were even notified that there was a problem, then makes threat after threatI would think that the Revdex.com would understand why we can no longer work with Mr. *** at all
as far as we are concerned this case is closed thank you for your time in this matter
?

They do not make the dash cam that she hadI told her I would have to order her oneWe just swapped out the camera on November and she told me that she would be contacting the Revdex.com about thisShe left here happy

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]I did not come there to purchase a systemWhy tell lies Andy? I told you I had the equipment and didn't want any thing moreAfter showing me pictures of previous vehicles you talked me into the current set up How dare you act as though I came there for a full systemYou over sold me and underperformedNow are fraudulently accusing me of vulgarity and being irrationalYour customer service toward me was anything but rationalYou had already refused to work on vehicle when I use an obscene word which I apologized for and it wasn't pointed toward you, anyone associated with your business, or the work performed on this vehicleI stand firm with what I explained in my Revdex.com complaint and you know its trueAdmit when you have failed your customers apologize like a man and move on just as I haveI wish nothing but the best for you and hope this is a wake up call on how you should deal with people when in a similar situationIt sure has been for me.
Regards,
*** ***