Audio Express

Good morning,

At Audio Express we offer a No Refund policy  which is clearly stated on the front of our receipts at the bottom where customers sign, as well on any credit card slip if this pertains to the purchase. This has been in place for as long as the...

company has been in business for over 40 years, this is due to the type of products we sell.

However in cases like this, yesterday 12/31/13 when said customer came in to refund the speakers, [redacted] did inform him we could do in store credit on the speakers in which he decided not to use; since they were still brand new and in original package  this was an option for the 1 pair of speakers.

 

The customer was obviously upset with the answer he received and left the store, this is when [redacted] contacted me yesterday to see if we could bend our rules for said customer.

I informed [redacted] to get ahold of the customer and let him know we would go outside of our Corporate policy and guidelines and refund 1 pair of speakers in hopes to keep a customer happy. again this is not something we allow our store managers to do at will since it is not policy; [redacted] called the customer on the phone number which was given and didn't get a response, [redacted] was going to try back today 1/1/2014 in hopes to take care of said customer.

customers resolution is to return both pairs, unfortunately we will not be able to refund the pair that is already installed due to it being used. we will still honor refunding one pair of speakers for said customer.

if you need anything else please respond

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.They sell  HID I have ticket. My neon light don't work correctly. I never said anything bad. They call me a [redacted] over the phone.

Regards,

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,

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,

as it takes a lot for us to refuse customers I would have to say in the 20 years I have been with the company we have only refused a total of 2 now. When physical threats are made to our employees and families now a day such as [redacted] did we cannot take it lightly. We can no longer work with [redacted] and as before [redacted] is no longer welcomed in our stores. The fact is even though J[redacted] voided all of his warranty by having his friend take  apart our work and change things around we still tried to help [redacted] out even going as far as sending our lead tech to his house something we don't offer or normally do to rectify his problems. But 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 threat. I would think that the Revdex.com would understand why we can no longer work with Mr. [redacted] at all.

as far as we are concerned this case is closed  thank you for your time in this matter

?

Dear Revdex.com; this is a very different situation for us. In our 40 years, this is the first time we have come across a situation such as this. Of course our goal is to always take care of our customers in the very best way possible. We are fair and take pride in going the extra mile for our customers,...

many times even when we know we’re not at fault is certain situations.

With that said, here is as brief an explanation and response as I can give. We recently started a chat service on our web site. It is strictly designed to help our potential customers to set an appointment to come into one of our stores with a scheduled appointment so that they don’t have to wait and we can help the person right away. Also if they decide to make a purchase, we then have the installation scheduled for them beforehand which is something we couldn’t do before. The chat service is done through a third party, the people chatting are not car audio specialist, they are specialist at setting appointments as well as connecting potential customers with the right person when they have questions that the chatter cannot answer, such as what will fit their particular vehicle or how much it will cost to have it installed.

Now with Mr. [redacted]’s chat situation; we experienced something that we have never experienced before in the short time we have offered our CHAT service, and that is about half way through the chat, the connection was lost. Because of this, a new chat was started and the conversation continued. When the appointment and over all original CHAT was sent to the store that Mr. [redacted] chose, only the first part of the chat was sent. So the manager only had access to the original chat, and in that chat, there was nothing said about price. Again because CHAT is so new to us, and we have never experienced something like this, when Mr. [redacted] came to the store for his scheduled appointment and stated the pricing that he expected, our store management looked at the CHAT conversation and explained to Mr. [redacted] that no prices were quoted, as well as the fact that our chatters do not offer any type of pricing during the chat sessions as they do not know pricing at all. They showed Mr. [redacted] what they received on the chat and that was what they had to go by. Mr. [redacted] was not happy with the answer and was adamant that there was more to the CHAT session then what we had been sent or what we had access to at this point; and refused to show us the rest of the conversation he had.

The store manager began to make calls, he was unable to contact anybody who could help at that time and explained this to Mr. [redacted] he further explained that he would continue to research and once we had answers, we would get back to him and do our best to work something out. Even though our policy with CHAT is no prices quoted, and that’s how it’s gone each and every chat thus far, in the nature of customer service he offered Mr. [redacted] a very aggressive discount with the hope that we could work together and meet somewhere that worked for both parties. What he offered was to install the in dash CD/DVD player for $1.00 even though our web site posting plainly showed that it did not come with a $1.00 installation. The installation price for this unit is normally $55.00 when purchased from us, otherwise it’s $110.00 for the installation of the head unit. He also offered to discount the price to install the backup camera, the minimum charge for this is $65.00, [redacted] offered it for $40.00. way below our posted price on our web site for the equipment and the installation that Mr. [redacted] was interested in.

Some vehicles do require extra parts to complete the installation while others do not. Once again there is no way for the CHATTER to know this. Obviously if a vehicle requires extra parts because of how the vehicle was designed by the manufacturer, those necessary parts cost more. Again, not all vehicles require these parts, and those that don’t, obviously don’t have to pay extra for them. They are never included with the price of the product purchased. Once again [redacted] offered Mr. Shader a deep discount on the needed installation parts. Mr. [redacted] refused the good faith deep discounts and demanded we honor the “price quote” he had received during the chat. To remind you, the CHAT information that we had only included the original CHAT before the chat was disconnected and a new chat was started. I arrived back to work after being gone for a few days, It was either the same day all this happened or the following day. I looked at the original chat, as they are all CC’d to me as well as the management team at the store that the customer chose to deal with during the chat. What I received was exactly what the store received, and on it there was NO agreement to pricing etc…At this point I contacted the person who works for and is in charge of the Chat team we work with. He saw what we saw, once again because the original chat was disconnected and a new chat was started.

I asked him to go as far as he possible could to research this matter, I needed a guarantee that there was no other chat connected to this chat that offered or agreed to any type of pricing. The CHATTER himself believed that the original chat was all there was himself. So they went to the top of the chain at the company that supplies the chat server which is located in India. I was not aware of this fact, we never had a need prior to this matter to research any chat like this. So it took the people in India I believe two days to research this matter. That of course is after trying to contact them and find the right person to talk to considering the time difference between Arizona and India. They were able to find the second part of the chat, which was assigned a different chat number etc…The fact is the CHATTER did not offer any specific pricing, what he did do however is answer a pricing question from Mr. [redacted] by saying “correct”. That was enough for me and at this point we contacted Mr. [redacted] as we promised we would once we had researched the matter and got to the bottom of what happened. We offered the exact pricing that Mr. [redacted] demanded, even though doing this would cause us to lose money on the transaction, we were happy to do it. All we asked Mr. [redacted] for originally was the needed time to research the situation fully.

Mr. [redacted] refused our offer stating he would never allow us to touch his vehicle. He then demanded that we pay him  for his time at $75.00 per hour as well as gas money for driving to the location that he chose to deal with. We do have locations much closer to Mr. [redacted] by the way, but he chose our Tempe store. We were more than happy to offer Mr. [redacted] the pricing he demanded once we were able to research the matter. He refused and of course that is his choice. We will not pay for Mr. Scahder’s gas or time. Our store management could only go by what the actual CHAT letter said. And that we had made no mention of pricing or an agreement made to pricing that Mr. [redacted] stated. Our management team did however offer to deeply discount the items installation cost on the spot and during the original appointment scheduled even though the actual CHAT in question that we received said NOTHING about discounting our offering or agreeing to our already very low and discounted posted price for this equipment on our web site.

Sorry for the long response but I felt it necessary to give as much information on this matter as possible. We are very sorry that this happened, I believe we went over and above at every step by offering major labor discounts initially as well as the exact demanded pricing after we researched the matter and found that there was a second part to the chat. I would also like to say that we got right on this and did everything we could to find out what happened as quickly as we could, and we communicated with Mr. [redacted] what we were doing and that we would get answers as quickly as humanly possible.

There was absolutely NO “bait and switch” as Mr. [redacted] has stated in various bad reviews he has written on [redacted] and others I believe. We do not and never have, in all our 40 years of business operated that way! As I said, we are here to serve our customers and we take a lot of pride in doing just that, always striving to do it better than any other car audio shop in town! All we Asked for and all we needed was a little time to research what happened. We offered an amazing discounted price in case he wanted to get it done the day of the appointment and offered the exact pricing he wanted once we did research and got answers.

Oh and I personally called Mr. [redacted] after he refused our last offer to our area supervisor, he didn’t answer, I left a message on TWO phone numbers we had for him and gave my name, number, position and email address with no response to this day.

Thank you for your time in this matter.

President Audio Express

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,

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.

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 

Good Morning,

 

As much as we have tried to help Mr. [redacted]  he has made it impossible to deal with him in a civil manner. Mr [redacted] has threatened our employees, there families and has even went as far as trying to cancel his...

credit card claiming fraud. This is Mr. [redacted] second Revdex.com complaint and what he fails to mention is we have tried to do our best for Mr. [redacted] but his actions have resulted in we no longer want to service Mr. [redacted] and he is no longer welcomed in ANY of our locations.   we have nothing further so say or offer Mr. [redacted] he has crossed the line with his threats .

thank you and I consider this case closed and any in the future pertaining to Mr.[redacted]

best regards

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,

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.

I am not satisfied with the buisness response, I just bought my car for ten thousand dollars and came to these guys because they are supposably professionals my car is ruined because of this company and I want my review of this company posted online with the Revdex.com reviews so what happened to me twice! will not happen to other potiential customers, again my car had an awesome sound system before I took it to Audio Express in Phoenix, and after I got it back from audio express it sounded like trash! I gave these guys more than once to fix the issue and they are not capable of it, they are not educated audio installers, and if they were they should of got it right the first time! I will not do buisness with this company I dont want nothing from them I want to warn the public how bad and terrible there audio installations are you ruined two of my cars Audio Express! TWO! There is no excuse for bad buisness practices! NONE!!

Regards,

Review: I have a 1988 Ford Mustang. I had an alarm system and a push start system to put in my car by Audio Express. When I got my car back from them having it all day (11 hours) I had noticed that only one thing was working witch was the push to start. And on the alarm system when you locked the doors only one will lock and the other door would still be unlocked and vice versa when you unlocked the doors. So when the care is secured with the alarm one of the doors would be unlocked. My other problem on it is when you turn on the alarm my headlights are suppose to flash on and off and they don't do that at all like they should be. Also my trunk is suppose to pop open when the remote and that doesn't do that either. I've spent little over $500 dollars with this company to install all this in my car and when I went to them telling them that all this stuff doesn't work only the push to start and the sales guy told me that I would have to come back the next week so they can fix it and that I would get a 50 dollar refund. After he told me that I said I can only get 50 dollars back after I spent little over 500 dollars with you guys. And with the way my work schedule is I do not have time to keep going in and out and back and forth so they can fix it. It should have been installed right the first time instead of me having to drive all the way out there so they try to "fix" the problem. Instead of them just giving me the ring around about them whole problem I just want them to fix my car.Desired Settlement: I just want them to fix the problem and do the job the right way.

Business

Response:

This is regarding complaint #[redacted]

On 2/15/16 we had this customers vehicle at Audio Express to fix a few issues he was having with his Alarm System. When the vehicle left that day all electrical issues with the alarm install were taken care of. All of this was accomplished in one business day 2/15/16 and the customer left happy knowing everything was working.

We are confident on the resolution of this inquiry was fixed.

Review: I have a 2011 [redacted]. I had a new deck installed in it a little over a year ago. I was happy with the install until I drove away and my radio stations were cutting in and out or not working all together. I went back in to Audio Express and explained to them what was happening. I asked them to check to make sure all connections were ok. They told me everything was fine. They tried to sell me an internal antenna that might help solve the problem. I had already spent about $400 at that point. I was not interested in spending more. I told them after I had spent so much money that it should be working fine. I had not had any previous problems with my radio stations not coming in. I just let it go. With the way my work schedule is I do not have time to keep going in and out and back and forth. I have just been dealing with it the best I could. I have a friend who is very good with electronics and cars. He was switching out the system from Audio Express and putting my old stock system back in. He found that they had ripped my antenna cord and tried to tape it back together with black electrical tape. This explains why my radio has not been working! I have a feeling if I try to go back to them and ask to have it fixed they will say they didn't do it.I decided this is the best place to start. I am not a confrontational type of person at all. I don't want to put up any bad reviews or start any type of drama. I just want it fixed!Desired Settlement: I just want them to fix the antenna issue so that my radio works as it should.

Business

Response:

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.