Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determained that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.From day we asked them to fix the stareo we have had excuses and excuses And to this day it has still has not worked correctlyWhen Eric their [redacted] was handling our transaction he was aware of the CD player not working and the reception being poorAbout a week after the install, I made and appointment with themAnd Eric test drive my truck and determined that both of these functions did not work correctlyAfter paying $we expecteda stereo that would work, all we have received is excuses not returned phone calls, and not satisfactionWe even went to get a new stereo put in and they would not do itWe just want one that worksMy father stated to them if every vehicle they worked on had as many problems as this, they would be out of businessWe also went for an appointment to get the stereo replaced and they would not do it after the appointment was madeAnd they said we need to wait for another month for some other reasonThe radio has original warranty but that does not mean a thing to them because we have gotten no service, just another postponementThey will not even install my factory GM radio and a refund of our money and they will not even do thatWe do not feel that this will ever get correctedThey still have our money, and we still have a broken,defective radio, after monthsAll we want is a back up camera and a radio that worksWe are not sure if the first or second manager will ever complate thisWarranty work should not be this hard [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Hunter ***
First of all, let me say that this particular transaction has caused a good deal of stress for myself and my coworkers, as Hunter and his father have been very vocal in their criticism of our business and employees. We have been subjected to regular verbal abuse since the first week after
the installation, and have tried hard to maintain our composure through this entire ordeal. When Eric, the *** ***, ordered this stereo for them initially, it was because they had asked the local Chevy dealership for a navigation system and were quoted $2000, which they considered to be too expensive. What we found for them was a solution that provided factory navigation as well as a bacamera, and we were able to do the entire installation for under $1300. It was a fairly routine install, however we used a brand, Rosen, that we don't normally carry which was available through our vendor AAMP. The work we performed was professional and timely, and we even gave Hunter's mom a ride to and from work so they could drop off the vehicle with us for the day. When we tested the unit it worked fine, however, within a few days Hunter called complaining that his reception was poor in rural areas and asking if we could install a signal amplifier which we said we could. Soon thereafter, his father called up and started literally screaming at Eric, accusing him of running an unprofessional business, threatening to shut us down and report us to the Revdex.com, in response to which Eric attempted to help explain to him how to connect his son's phone to the stereo via Bluetooth and set up an appointment time to look at the stereo which he said smelled hot. When the car was in our shop he test drove it and was unable to replicate the problem, but decided to order a replacement unit because Hunter assured him it was defective and kept freezing up. The return authorization with AAMP was approved by John Gulla and we were waiting for the replacement unit to arrive, but then Rosen was acquired by Audiovox, and the entire staff changed. They had no records of our agreement to swap the stereo, and said if we sent back the stereo so they could inspect it they would send a replacement if it was indeed defective. Eric didn't want to leave Hunter without a stereo during the process and they instead suggested that we purchase a new unit and then send back the old one after it arrived, which we were willing to do, but they then told us that the unit was on backorder nationwide and unavailable for several weeks. When we explained this to Hunter, he accused us of lying and his father once again came down to scream at us about what horrible people we are and how badly he hopes we go out of business. In a few weeks, the new representative for Rosen told us that the backorder had been extended for another month, and a month later we were told the same thing. When I took over as manager, I told Hunter that since the unit was currently unavailable, I would give him a loaner because based off the angry interactions I had been having with his father, I assumed the stereo did not work at all. When he brought the vehicle down, I tested it, and was unable to find anything that didn't work, so I asked him to sit in it with me and explain the issues. He said the reverse camera didn't come on quickly enough and he didn't want to wait half a second between putting it in reverse and seeing the image, he wanted it to be instantaneous. He said his steering wheel button didn't work to answer his phone, so I called him and after pushing the button a few times the phone answered, which led me to conclude the problem was with the button itself, not the interface, and we didn't install the button. He also complained that his Hank William greatest hits CD wouldn't play, and mentioned he had spit on it to try and fix the problem but that didn't work. I tried other CD's including a badly scratched disk and they played fine, which led me to conclude the CD format wasn't compatible with the stereo. Having realized his problems were more related to things he didn't like about the stereo as opposed to a defect, I decided against installing a loaner which wouldn't have had navigation and I offered to install a AM/FM amplifier for free, saving him $120, but he wasn't happy with any of the locations I suggested for mounting it. I told him if he could live with the unit until the replacement came in, I would swap it out for a brand-new one as Eric had originally promised and already ordered, and at the time the representative Mike Tang from Rosen said new units would be in stock by the end of August. Unfortunately, I talked with him yesterday and the backorder has been extended for more weeks. I can't refund Hunter the entire amount of the installation as it was done properly by our technicians. I am willing to work with him to find a suitable solution but I am not sure if anything will make him happy at this point
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determained that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.From day 1 we asked them to fix the stareo we have had excuses and excuses And to this day it has still has not worked correctly. When Eric their [redacted] was handling our transaction he was aware of the CD player not working and the reception being poor. About a week after the install, I made and appointment with them. And Eric test drive my truck and determined that both of these functions did not work correctly. After paying $1300 we expected. a stereo that would work, all we have received is excuses not returned phone calls, and not satisfaction. We even went to get a new stereo put in and they would not do it. We just want one that works. My father stated to them if every vehicle they worked on had as many problems as this, they would be out of business. We also went for an appointment to get the stereo replaced and they would not do it after the appointment was made. And they said we need to wait for another month for some other reason. The radio has original warranty but that does not mean a thing to them because we have gotten no service, just another postponement. They will not even install my factory GM radio and a refund of our money and they will not even do that. We do not feel that this will ever get corrected. They still have our money, and we still have a broken,defective radio, after 7 months. All we want is a back up camera and a radio that works. We are not sure if the first or second manager will ever complate this. Warranty work should not be this hard.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Hunter [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determained that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.From day we asked them to fix the stareo we have had excuses and excuses And to this day it has still has not worked correctlyWhen Eric their [redacted] was handling our transaction he was aware of the CD player not working and the reception being poorAbout a week after the install, I made and appointment with themAnd Eric test drive my truck and determined that both of these functions did not work correctlyAfter paying $we expecteda stereo that would work, all we have received is excuses not returned phone calls, and not satisfactionWe even went to get a new stereo put in and they would not do itWe just want one that worksMy father stated to them if every vehicle they worked on had as many problems as this, they would be out of businessWe also went for an appointment to get the stereo replaced and they would not do it after the appointment was madeAnd they said we need to wait for another month for some other reasonThe radio has original warranty but that does not mean a thing to them because we have gotten no service, just another postponementThey will not even install my factory GM radio and a refund of our money and they will not even do thatWe do not feel that this will ever get correctedThey still have our money, and we still have a broken,defective radio, after monthsAll we want is a back up camera and a radio that worksWe are not sure if the first or second manager will ever complate thisWarranty work should not be this hard [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Hunter ***
First of all, let me say that this particular transaction has caused a good deal of stress for myself and my coworkers, as Hunter and his father have been very vocal in their criticism of our business and employees. We have been subjected to regular verbal abuse since the first week after
the installation, and have tried hard to maintain our composure through this entire ordeal. When Eric, the *** ***, ordered this stereo for them initially, it was because they had asked the local Chevy dealership for a navigation system and were quoted $2000, which they considered to be too expensive. What we found for them was a solution that provided factory navigation as well as a bacamera, and we were able to do the entire installation for under $1300. It was a fairly routine install, however we used a brand, Rosen, that we don't normally carry which was available through our vendor AAMP. The work we performed was professional and timely, and we even gave Hunter's mom a ride to and from work so they could drop off the vehicle with us for the day. When we tested the unit it worked fine, however, within a few days Hunter called complaining that his reception was poor in rural areas and asking if we could install a signal amplifier which we said we could. Soon thereafter, his father called up and started literally screaming at Eric, accusing him of running an unprofessional business, threatening to shut us down and report us to the Revdex.com, in response to which Eric attempted to help explain to him how to connect his son's phone to the stereo via Bluetooth and set up an appointment time to look at the stereo which he said smelled hot. When the car was in our shop he test drove it and was unable to replicate the problem, but decided to order a replacement unit because Hunter assured him it was defective and kept freezing up. The return authorization with AAMP was approved by John Gulla and we were waiting for the replacement unit to arrive, but then Rosen was acquired by Audiovox, and the entire staff changed. They had no records of our agreement to swap the stereo, and said if we sent back the stereo so they could inspect it they would send a replacement if it was indeed defective. Eric didn't want to leave Hunter without a stereo during the process and they instead suggested that we purchase a new unit and then send back the old one after it arrived, which we were willing to do, but they then told us that the unit was on backorder nationwide and unavailable for several weeks. When we explained this to Hunter, he accused us of lying and his father once again came down to scream at us about what horrible people we are and how badly he hopes we go out of business. In a few weeks, the new representative for Rosen told us that the backorder had been extended for another month, and a month later we were told the same thing. When I took over as manager, I told Hunter that since the unit was currently unavailable, I would give him a loaner because based off the angry interactions I had been having with his father, I assumed the stereo did not work at all. When he brought the vehicle down, I tested it, and was unable to find anything that didn't work, so I asked him to sit in it with me and explain the issues. He said the reverse camera didn't come on quickly enough and he didn't want to wait half a second between putting it in reverse and seeing the image, he wanted it to be instantaneous. He said his steering wheel button didn't work to answer his phone, so I called him and after pushing the button a few times the phone answered, which led me to conclude the problem was with the button itself, not the interface, and we didn't install the button. He also complained that his Hank William greatest hits CD wouldn't play, and mentioned he had spit on it to try and fix the problem but that didn't work. I tried other CD's including a badly scratched disk and they played fine, which led me to conclude the CD format wasn't compatible with the stereo. Having realized his problems were more related to things he didn't like about the stereo as opposed to a defect, I decided against installing a loaner which wouldn't have had navigation and I offered to install a AM/FM amplifier for free, saving him $120, but he wasn't happy with any of the locations I suggested for mounting it. I told him if he could live with the unit until the replacement came in, I would swap it out for a brand-new one as Eric had originally promised and already ordered, and at the time the representative Mike Tang from Rosen said new units would be in stock by the end of August. Unfortunately, I talked with him yesterday and the backorder has been extended for more weeks. I can't refund Hunter the entire amount of the installation as it was done properly by our technicians. I am willing to work with him to find a suitable solution but I am not sure if anything will make him happy at this point
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determained that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.From day 1 we asked them to fix the stareo we have had excuses and excuses And to this day it has still has not worked correctly. When Eric their [redacted] was handling our transaction he was aware of the CD player not working and the reception being poor. About a week after the install, I made and appointment with them. And Eric test drive my truck and determined that both of these functions did not work correctly. After paying $1300 we expected. a stereo that would work, all we have received is excuses not returned phone calls, and not satisfaction. We even went to get a new stereo put in and they would not do it. We just want one that works. My father stated to them if every vehicle they worked on had as many problems as this, they would be out of business. We also went for an appointment to get the stereo replaced and they would not do it after the appointment was made. And they said we need to wait for another month for some other reason. The radio has original warranty but that does not mean a thing to them because we have gotten no service, just another postponement. They will not even install my factory GM radio and a refund of our money and they will not even do that. We do not feel that this will ever get corrected. They still have our money, and we still have a broken,defective radio, after 7 months. All we want is a back up camera and a radio that works. We are not sure if the first or second manager will ever complate this. Warranty work should not be this hard.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Hunter [redacted]