Audio Express

Mrs. [redacted] brought in her 2011 [redacted] 2 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 damaged. Not...

having the stereo Audio Express installed in the vehicle and someone else installing the factory stereo into the vehicle. Audio Express repaired the vehicles antenna and re-installed the aftermarket receiver to take care of the customer.

Good Afternoon,
We apologize we could not reach a resolution working through the Revdex.com, we try our best to satisfy all our customer as much as possible  and in the event  Mr. [redacted] would like to contact me directly to resolve this situation I will be more than happy to get him taken care of. I can be reached at ###-###-####  
thank you in advance 
[redacted]

Initial Business Response /* (1000, 10, 2016/02/09) */
The dash was already broken and so brittle before we got the vehicle. She was complaining because it was broken a little more. She is asking for us to spend 1500-2500 to fix it, when the car isn't even worth that much. We took all of our...

product out and refunded her money, but that is all we are going to do.

We are sorry that you rejected this proposal. Unfortunately, we cannot do a refund on this transaction that was installed in December of 2016. As always, we will service the labor portion of the install for as long as you own the vehicle. Our offer still stands with ordering the factory power door lock kits. If this is something you would like to look into we can get with the deal ship and get you some numbers.

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

I' m sorry but I had the dates wrong it was 9/26/15 and my husband [redacted] made the purchase on his credit card of 320 and his 400 I sent my marriage license for proof of purchase

Dear [redacted] and [redacted],
We are well aware of your situation and have been working with your family to resolve this situation. What you have stated in your account is an accurate description of the time lines and events. When we began installing your basic alarm system our install...

technician did notice some strange behavior with the passenger side window hence the phone call. When testing the alarm system before delivery to you the door locks and windows worked except the passenger side as stated. Only after demonstrating the alarm to you did the problems begin to manifest with the door lock and window switch on the driver’s side. We then pulled the vehicle back into the bay to verify if anything we installed caused the problem. After checking our work we found nothing on our end that would have caused this problem. Our 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 locks. He removed this switch and found large amounts of water corrosion on the circuit board of the switch and showed this to your family. At 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 us. We 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 problem. We told you that if anything was damaged due to our installation that we would take full responsibility and cover all repair charges associated with it. You 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 invoice. We also personally talked to the technician at Chevy and he stated that this had nothing to do with our install. We understand that this is an unfortunate coincidence be we will not pay for something that we did not do. We 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 shops. We 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

good morning,
in regard to [redacted]'s complaint we have tried to address all of his concerns but have not been given the time or day to do so , when [redacted] came in at 5 pm we had already filled the day up with installs and being we only had two hours before closing, didn't give us...

enough time to do anything. we requested [redacted] to bring the car in allowing us enough time to work on it he refused and said he wouldn't be back. 
From the beginning of the sale [redacted] requested a refund on his sales due to thinking he paid for tweeters which he didn't and at the time we explained we had a no refund policy. So in lieu of him wanting a refund we adjusted his invoice and added a pair of tweeters at no extra charge for the product, but requested he pay the labor in which he agreed. 
When [redacted] brought his equipment, his amplifier had all the wires still attached to it someone had simply cut all the wires instead of talking the time to unplug them upon removal. From what my technician explained to me one of the cut wires was a cat5 which was the cable for his bass knob. when we did the install there was no new cat5 cable or bass knob present to install so the claim of us throwing it away is false! in the event we did throw a cable or knob away we would have replaced it anyhow.
We reached out a few days after [redacted] left in hopes of resolving any concerns he had explaining we would do whatever it took to make him happy, explaining there would be no charge since he had our installation warranty.  but [redacted] refused and said he was going elsewhere to get it looked at which voided all of his warranty with Audio Express by doing so. 
he still has a manufacture warranty which is applied until 3-2015
in hopes of still trying to work [redacted] we will be willing to give him in store credit on the tweeters he removed  but we are not offering anything further as the rest was labor for his own product power flo and an alpine power pack which nothing is wrong with it.
sincerely
[redacted]

We have offered to honor the pricing that Mr. [redacted] has demanded. The facts of my original reply remain the same. Mr. [redacted] is demanding that we pay him over $200.00 for his time and gas even though once we FINISHED our investigation we offered to honor the; below our cost, pricing but Mr. [redacted] refused. Mr. [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 advertising. The package does not state nor does it offer installation or parts included. Anything that comes with our $1.00 installation plainly states that in our ads. Further 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 fees. It reads in part as follows...
"PPP indicates product installed at HALF off our posted rates. Custom work at added cost. Kits, antennas and cables additional. Added 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 $1.00 install. That 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 $1.00 as the ones that do come with this do. Because 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 confusion. He again refused that and demanded the much lower pricing. The 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 refused. We are willing to offer $100.00 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 $100.00 just to make this go away as long as Mr. [redacted] agrees to end this complaint in full on acceptance. That is all we are willing to offer.
Thank you for your time in this matter.
[redacted]

In regards to [redacted] and his issues our stance is we have gone above and
beyond to take care of him and on each occasion he has made matters worse than
what they are. [redacted] has a history of abusing the electronic product we’ve
installed for him, has been abusive to our...

employees including violent threats,
and manipulates the truth. He has blown his speakers and even though it fell
under a “customer abuse” scenario we still gave him brand new product with no
charges including the labor. As a company, we take responsibility for the car
and the condition it came in. His car has had several issues unrelated to
anything electronic. He has had his friends by his own admission uninstall and
reinstall his lights, thus voiding any warranty or liability of our company as
stated on our receipts.
[redacted] brought us his car faulty and not working and it is our stance when he tried
to re-install his lights he damaged his head-light housing resulting in the HID bulb
falling out and melting the casing around it which caused the smoke which he calls fire.
That is why he came in and in that moment we tried to help him out and swapped
his HID lights for him even though he obviously broke them out of good faith.
Regarding [redacted]’s character he has cancelled his credit cards after his purchases trying to hurt
both our company as well as the credit card company on more than one occasion
and in good faith we have put that aside and tried to do our best in helping
him out. the hid lights are plug and play, making it a simple install and should  wouldn't
cause any of the issues he is stating. we sent our lead technician to his home to look at
his vehicle and found nothing wrong so our suggestion to him was to take the vehicle to
a dealer and have the vehicle looked over. and if the dealer felt it was caused by the plug
and play product we would need a call before anything was performed so we could get
ahold of the manufacture of the product to send a technician to look at what happen.

Good morning, we had not been able to respond to this due to us not being here. We also did not know there was a deadline to respond.  We do not accept the response from the business on this issue. There is absolutely no way that we can spare another $200-$300 more for this part that was damaged. Like we stated before, our door looks were in perfect condition prior to this alarm installation.  We are not satisfied w the product, since we must use the key to unlock the door. We appreciate that they are willing to install the part, but they damaged it. They state that water corrosion has to do w it. Ok, but something else must have happened during installation that caused this situation, or else the locks would not have been working since day one.  their word against ours. I can track the person whom we purchased it from, so that he can testify that the door lock/power windows were working. We just want to be fully satisfied and have a working product that we purchased and paid for in full.

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 7/15/2016 , 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 12/12/2016 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.

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 failures. Audio express failed to install the system correctly from the original purchase. I did remove the camera, due to fears of causing more issues and being refused by audio express to look at what might be wrong. The 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 inspection. They have verified the original install and 8-10 supposed fixes (at a large cost to me), were not complete and / or not done correctly. They found that 75% - 80% of the installed product was done incorrectly and not functioning. Some 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 9-10 attempts at my expense. They have defrauded me and knowingly sold me a broken and failed system from day 1. 
Regards,
[redacted]

If he would like to follow up as in our last conversation to take the vehicle to a dealership and get it diagnosed to determine any fault on the plug and play product and once again if the dealership finds anything wrong with it to [redacted] at [redacted] before anything is done.
we have done what we can and have offered a solution, we are taking our stance on this and consider this case closed .
thank you

Dear [redacted] and [redacted], We apologize that you have had to bring your vehicle in for multiple adjustments to your cable driven door locks. Unfortunately, this is sometimes needed with this type of factory cable driven locking system. We understand that this is an inconvenience and we have done...

everything in our power to make these services as painless as possible for you. We will continue to service this system at no charge for the life of the vehicle. There is one option we are willing to do for you. If 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 ones. If this is something you would like to do please reach out to Devin at ###-###-####. Sincerely, Audio Express Management Tell us why here...

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]

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]
1. Regardless of the fact that Audio Expresses chat service is new to them or an outsourced company, this service is acting as an agent for the company and identifying themselves as Audio Express.
2. The chat session was never lost or disconnected as is evident in the complete uninterrupted transcript, that I hold a copy of.
I was told by the Tempe location store manager, [redacted] during my scheduled installation appointment that they only received the first page of the chat so internally, the chat company may have had some type of snafu but it was not evident during my chat, nor did the Audio Express representative and I have to reconnect in any way. I believe the chat has time stamps on each persons comment that would also show no interruption.  I'd like for the chat to be included in this report, so please let me know how you would like to receive it.
Furthermore, I did in fact provided [redacted] and ** a copy of the chat that day, clearly outlining the written terms offered by the online representative. This was the first time management was made aware of the terms and chose to ignore them. I never refused to show them the chat. What sense would that make? I did ask for them to return my copy to me, which ** did.
4. In Mr [redacted]'s response, he claims no pricing is given by online "chatters" and that they offered me a great deal. Well, clearly a written offer was made and it makes no difference if they subsequently offered me, what they felt was a good deal. They simply breached a clearly defined contract. Period.
5. Furthermore, I faxed a copy of the (uninterrupted, written chat) to the manager of the Scottsdale store [redacted], on Friday after receiving a phone call from him wanting to make amends. I assume he provided it to higher management as he stated he would, and upon subsequent contact the following Saturday morning he said the regional manager was not going to honor the chat.
Mr [redacted] did call me the following week and I did return his call but was unsuccessful in reaching him. 
 
The upshot here is that Audio Express management would not honor the terms of our agreement on my appointment day even after being provided with proof of the agreement. Nor would upper management honor it two days later, also with proof of our agreement. Saying they were wrong and that they would honor it the following week wasn't acceptable, I'd made other arrangements.
Regards,
[redacted]

Good afternoon,
In regard to Mr. [redacted] We have had some multiple run in’s with Mr. [redacted] regarding his purchase and have to date done everything we could possibly to take care of [redacted]. What [redacted] doesn’t share or express in his complaint is he has personally cut and destroyed product which was not in any condition for repair or replacement, but we went ahead and swapped it out to keep Mr. [redacted] happy. The entire product [redacted] purchased has a manufacture warranty but [redacted] doesn’t want to deal with the manufacture, instead he returns to our stores with threats and demands a refund. We have tried to help [redacted] multiple times and this last time we asked offered AGAIN to swap his radio even though he didn’t purchase our in store replacement and we have already swapped out his radio once before as he was saying it wasn’t working. Mr. [redacted] has had this product in his vehicle since March of 2014 nearly 7 month and since we have already swapped out his stereo once and gave him a new camera for the one he destroyed. We do not offer refunds on product which has been installed and we have done what we can to take care of [redacted]; but [redacted] refuses to have us look at his vehicle to determine what the problem is. If Mr. [redacted] would like for us to go through his install and check the product we will be more than happy to do so, he has a labor warranty until March 2015. On or about October 15 [redacted] offered to replace the radio if in fact it was defective, but If not working due to abuse we will be forced to turn it over to the manufacture at that point. So please contact us so we can get this resolved.
Thank you in advance
[redacted]

We have been diligently working with [redacted] to quickly and fairly resolve this unfortunate situation. As of now the employee that caused this matter has been terminated. It pained us to do so as up to this point, we have never experienced any kind of behavior, even remotely close to this, from...

him. Up until this point, he was a good employee who bothered no one and did very good work. We of course have a strict policy concerning bad behavior such as this. In all my years with our company, I have never seen an employee act this way. We have a strong company belief that every car that comes into our bays should be treated like it was one of our own, and it’s been that way since our company’s inception back in 1974. We have already covered $4195.20 in repair work, set up the rental car that he requested but unfortunately Mr. [redacted] was unable to drive, ordered a new replacement siren for the one that was defective out of the box and are still waiting for the repair work to be finished at the shop Mr. [redacted] chose to take his vehicle to so we can replace the defective siren. We have expressed to Mr. [redacted] that we will also come up with a fair compensation for the down time of his vehicle once everything was been taken care of to his satisfaction. This matter is at the most extreme importance to our company and all measures are being taken to get this resolved as quickly as possible. We are very sorry that any of this has happened and we have expressed our sincere apologies to Mr. [redacted] a number of times. All we can do now is take care of the cost which we have offered to do since the time this matter was first brought to our attention.
Thank you for your time in this matter.

I would like to report this complaint as settled!