Crazy Stereo Inc

Mr. [redacted] purchased sound deadening material known as “dynamat” which reduces rattle noise when installed on the surface of metal. We sold him dynamat to be installed around all the speakers in the car (on the doors and on the trunk). We sold him $400 worth of dynamat material and $500 for...

labor. Mr. [redacted] was super happy with the results when he picked up the vehicle after he fully tested the sound in his vehicle.Until few days later he changed his 5 stars Yelp review to 1 star and wrote a complaint. I personally reached out to him from my personal cell phone and explained to him how dynamat works and what to expect and assured him to handle all his concerns. I asked him to come back at 10am the next day, and because I was home sick, I told him I will try to be there if I get well by the next day. He was very apologetic and comforting for having to deal with this issue while being sick. Surely, he came in the next day and [redacted], the salesman at the shop, handled his concerns, I never got the pleasure to meet Mr. [redacted] because I was still sick at home. [redacted] made sure this time that Mr. [redacted] tested all his music and left satisfied. Mr. [redacted], changed his 1-star review back to 5-stars and was very satisfied and apologetic about his experience. Few days later Mr. [redacted] changes his stars one more time to 1-star and sends a message not to call him back and not to reach out to him. I called him back several times but he never answered. I have requested throughout this time to find out what is the problem but he refuses to come by and show us what the problem is. He only claims we lied to him and we cheated him. Here are some facts about his visits.First time: he mentioned there was a rattle from the glove compartment, we checked it and we found out someone (a previous mechanic) had disassembled the glove compartment and did not put it back correctly, so we fixed it for him and tightened the glove door panel at no charge.Second time: he came to complain about noise in the rear deck of the vehicle. We checked it and found out the factory subwoofer grill (plastic) is making noise, we dynamited the plastic grill and fastened the cover. Dynamat is intended to be used on metal not on plastic, but we were trying hard to make Mr. [redacted] happy.Third time: he complained there was noise from the rear passenger corner, we dismantled the panels, and reassembled it back. We believed that rattle was coming from plastic panels.Fourth time: he called in about a tail light bulb not working, we checked it and found out the tail light plug was disconnect from the previous fix, so we only connected it back in no time. We offered Mr. [redacted] free LED light as a compensation for this.We tried to reach out to Mr. [redacted] and asked him to come to our shop to demonstrate to us the issues he is complaining about. He does not answer our phone calls, text messages, or emails. He even blocked us from communicating with him via the Yelp portal. How can we help someone that refuses to be helped. We have put over 16 hours of combined labor on his vehicle. In the last call we had with his fiancé as he refuses to speak with us, we assured her that we stand behind our warranty and the products we sell. We informed her to stop by and bring the vehicle and show us what the problem is, unfortunately she hanged up the phone on us.In our day to day business, we put customer service as our number one goal. Mr. [redacted] is welcome to stop by at any time and demonstrate his concerns and his complaint. But we can’t simply offer a full refund on unfounded grounds. Crazy Stereo offers life time warranty on all installations.

Hello:Up to this point Mr. [redacted] refuses to return our calls, messages, emails etc. We requested many times from Mr. [redacted] to stop by to the shop and meet with management to clarify his dispute in order to provide him with a satisfactory resolution. Further, we needed to see his vehicle to verify his claim that we never installed dynamat on his driver side door. We urge Mr. [redacted] to communicate with us to resolve all his complaints. We also want to stress few points: 1)      We never refused service or backed away from our responsibility as retailer on any warranty call by Mr. [redacted] 2)      We made sure whenever Mr. [redacted] came in for warranty or complaint issue we had him do full testing and left satisfied before he picked up his vehicle. 3)      We never sold Mr. [redacted] dynamat for the ceiling and floor of his vehicle. This was never part of his purchase. 4)      We never disrespected Mr. [redacted] or his fiance’ and we would like to abstain from responding to such accusations because we do not wish to personalize the matter. Also we do not wish to reiterate on other technical accusations such as using a roller, because a roller will not do the job it is suppose to and we used other tools to make sure the dynamat sticks to the metal instantly (which takes up to 3 days to dry out). 5)      We provide lifetime warranty on all our installations and 90 day warranty on all products sold and installed at Crazy Stereo. This warranty is stated on Mr. [redacted]’s invoice, he was informed of it and we continue to emphasize it. We also informed his fiance’s of it as well. He is welcome to stop by and we will take care of all his concerns. 6)      Unfortunately, we cannot provide Mr. [redacted] with refund simply because the type of product Mr. [redacted] purchased is not reusable due to the nature of it. It is ADHESIVE. Therefore, how can you issue refund for products that cannot be removed or returned to its original condition, nor it can be reusable at all!! Similarly to oil lube. You cannot do refund on oil change once an oil filter is installed and the oil is poured inside a car’s engine. Also how can you refund labor once it is accomplished! Although our store policy clearly states we do not have a refund policy as stated on Mr. [redacted]’s invoice “ALL SALES FINAL, NO REFUNDS” we would have loved to have refunded Mr. [redacted] his money except for the reasons we just mentioned. However, because Mr [redacted] as well as all our customers are very valuable to us, we consider them assets to our business we would love to meet with him and offer him compensation after we resolve all his concerns to make him satisfied.

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.
March 27, 1018 Dear Mr. [redacted]: I am writing in response to your message to my complaint about Crazy Stereo. I went to this company to have them dynamat my entire car including: door, trunk, all side panels, front dash, floor, and roof, When I went to the shop, [redacted] was very nice and agreed to cover the entire car with sound deadening material (dynamat)for a total of $900. When I returned ,[redacted] said, "The whole car is finished" Of course, I was elated by his assurance that the job was done completely as we had agreed. Of course, I assumed he was telling me the truth. At that time, [redacted] repeatedly asked me to write a five star review before I could even leave the shop. [redacted] stated to me that "It's important to us if you write the review before you leave".  On the fifteen minute drive home, it was fine. The next morning I heard multiple rattles and I immediately wrote a message to the Store Manager through the course of 2 emails and a Yelp message. After my third time trying to contact him, the store manager finally responded to me through Yelp, apologizing and informed me they would like to fix the issue. I eagerly returned to Crazy Stereo as soon as I could on a day that the store manger would be there. [redacted] (Store Manager) informed me he would be there the next day. Although [redacted] agreed to meet me at the shop, he was not there, so his employee checked, adjusted the entire passenger door area and glove box area, and said it was fine. When I left, I still heard a rattle. I stated this to [redacted] and his fellow employees and [redacted] proceeded to inform me it was the rear window causing the rattle. Next, I discovered the trunk light had been broken during the installation, so I went back again for the third and final time to get this fixed which they did end up replacing with a new bulb. Although I had been to Crazy Stereo several times, I never met [redacted]. Moreover, at no time was I ever given an invoice for parts, labor, or materials. After repeated attempts to have the problems addressed by Crazy Stereo, I was very frustrated by the incompetence and decided to try to investigate the rattles myself. To my amazement, the right passenger side was not only incomplete but incorrectly installed. Dynamat installation requires a dynamat roller, so the material is flush with the door. No roller was used at all during installation as pictured. The passenger door dynamat was shoddily installed and patched together with cut out pieces of dynamat material. Moreover, when I looked at the driver's door, there was no dynamat installed at all. I am attaching pictures to verify the inadequate and missing workmanship. Picture # 1 is the subwoofer enclosure area they installed with Dynamat. Picture #2 is the incomplete and unacceptable passenger door they dynamatted.  Picture #3 is irrefutably substantiates no installation of dynamat at all in my driver side door. In short, I had gone back to the shop three times, not four, all in good faith that the situation would have been resolved with professionalism and courtesy. Perhaps if he supervised his employees and ensured the work was done properly, the situation would not have become so exasperating. Perhaps if he had felt better, he would never have yelled at my fiancé when she simply tried to explain what the Crazy Stereo team had done. There was no reason for him to interrupt her, to talk over her, or raise his voice.  [redacted] himself was so defensive he would not even listen or allow her to explain what I had been trying to discuss.  Obviously, for communication cannot be effective without reciprocity. At that point, I posted my complaint. Yes, I had naively believed the team at Crazy Stereo did the work I paid for, and yes, I went back in good faith.  When I realized I had foolishly paid  $900 for shoddy and incomplete workmanship, I posted my response and filed my complaint with the Revdex.com. Thank you so much for your time in all of this.
Regards,
[redacted]

To whom it may concern:We are writing you in response to Mr. [redacted] dispute letter dated July 7th, 2016. We would like to inform you that we attempted to contact the customer via phone, and left him multiple messages to address his concern; unfortunately we were not successful in reaching...

him, and he never called us back. We reviewed Mr. [redacted]’s receipt and finance papers. On June 19th, 2015, Mr. [redacted] purchased from us an Alpine Navigation/GPS System; his total was $1540.00 including tax, labor and installation parts as described in the attached receipt. His finance papers reflect exactly the same amount as described in his invoice.  Please see attached documents. May be Mr. [redacted] has lost his paperwork or his original receipt. We are more than happy to provide him with extra copies of his receipt and finance papers. Customer service is our top priority, and we look forward to assist him in every way possible. PS: We are not sure who assisted Mr. [redacted], but for sure it was not the owners or any of our Executive officers of our corporation. If you, or the customer have further concerns, you are more than welcome to contact Mr. [redacted] (the VP of the corporation) or [redacted] the sales manager. *. [redacted]Vice President Crazy Stereo, Inc.

To whom it May concern:We would like to mention few facts in regards to this transaction:1) The people who are mentioned in this dispute (** and [redacted]) were not in the store during this transaction and never met with Mr. [redacted]. ** has not been with Crazy Stereo since 2012 and Mr. [redacted] was...

on vacation. 2) Crazy Stereo's Policy "No Warranty on Blown Speakers" is clearly printed on the customers receipt above his signature in bold and it is posted in the store as well.3) The price of the sub woofer Mr. [redacted] purchased is clearly listed on
the company's website as well as 90% of the products we sell at Crazy Stereo. Here is th
link to the item: http://www.crazystereo.com/kicker-profit-40cwrt81-p-6683.htmlIt
is listed for $149 (retail for $180) and the box $49 and he got a
package discount of $200 even.4) There was miscommunication between the salesman and the customer; although the salesman has offered to bend the store policy and replace the speaker to the customer, Mr. [redacted] refused to pay the minimal shipping and handling charges, and he left unhappy.The salesman relayed the matter to the store manager, [redacted], the next day. [redacted] immediately phoned Mr. [redacted] and apologized to him for the inconvenience and offered to replace the sub woofer without any charges or hassle. Mr. [redacted] came to the store the next day and got his replacement before even Crazy Stereo received this complaint from Revdex.com. Because we value all our customers an their business.Unfortunately, Mr. [redacted] never got to meet the customer. Mr. [redacted] Contacted him a week later to check on the outcome of the transaction to find out that Mr. [redacted] was still not satisfied. Mr. [redacted] offered the customer a compensation for the inconvenience and the hassle he had to go through. At Crazy Stereo, customer satisfaction is a top priority and is highly valued. We appreciate Mr. [redacted]'s business, and we thank all our local customers for supporting "break and mortar" small-businesses such as ours. Crazy Stereo ManagementBA