Custom Sounds

First, let me say that we are sorry for the experience Mr [redacted] had at out storeWe will be happy to refund him the difference between what he was quoted and what he paidIn addition, we will fully re-install his amp and speakers, and will show him the changes made before re-attaching the door panel to make sure that it is done to his satisfactionWe will also test his JL for him and proceed as needed if there was any damage to the amplifier [redacted] ***, our Regional Manager will be reaching out to him at the number you provided, but if Mr [redacted] is unable to reach him, Mr [redacted] can reach him on his cell at [redacted] We pride ourselves on our work, and have provided Mr [redacted] with excellent work and service in the pastHowever, we do make mistakes and sometimes fail to live up to our own high standards and the expectations of our customersIt appears we did so on this occasion and would appreciate Mr [redacted] giving us the opportunity to correct our mistakeWe want Mr [redacted] to be happy with his system

Complaint: ***
I am rejecting this response because: I didn't agree to anything they didI agreed to one price that changed several times. They repeatedly said they were replacing the entire system, but did no such thingI asked several times about an antenna that would go in the factory holeI reluctantly agreed to the other antenna as I was told it would be invisibleIt has never stuck to the window and dangles in the driver's face!I called a different store and was quoted a price of approx$for stereo TOTAL which would have made my ticket only$which would have made more sense, but once they all got together their stories totally changed! Like watching a child try to cover up their lie. $350window tint, $receiver, pair tweeters @ $each. Install was almost $1,Yep, that's almost a grand for install!! The parts don't even make up a complete system for an average sedan, BUT THE COST CERTAINLY DOES!!They tried to tell me that wiring a Bluetooth stereo was MUCH HARDER, but the only difference is a tiny plastic speaker that clips on the rearview and plugs inThe way they described it, you'd think they were curing cancer! They tried to sell me several industry lies that I'm sure people that don't know about car stereos believe, but I know exactly what this kind of work takes and I speak the languageI also know when I've been taken for a ride!They padded their receipt for 75ft of speaker wire when it took less than 10ftFour separate entries for shop supplies totaling hundreds, but didn't even cover the "factory harness plug" they charged me separately for, but DIDN'T INSTALL!! They chopped the harness of the factory radio and adapted it! The receipt speaks for itself! This company is the lowest of low when it comes to gross overcharging and flat out charging for what they DIDN'T DO!!The system they installed in this Mercedes sounds like a kid's jambox from the 80'sIt's pathetic! Pathetic I paid $for! They should be embarrassed & humiliated! Was I angry? Absolutely!! Did I threaten somebody? No! Even more ridiculous!This was a clear bait & switchI believed they would do what they said and charge me appropriatelyAs I said, the receipt speaks for itself. Even they know what they charged me was ridiculous and out of line. They just don't care
Regards,
*** ***

After looking into this situation, yes you are correct the part was not ordered until after you had checked to see if it had come in yet, seven days after your initial visit This was clearly the fault of our sales associate and we will be addressing that and the fact that he lied instead of
being honest and admitting that he forgot or neglected to order the part I will be looking into why you were not proactively called to inform you that the part was in as well.I am very confident that Austen had no idea how the SiriusXM was going to integrate into your vehicle and just assumed that everything would be behind the dash He has been with us for about days and he hasn't learned how all of the various integration modules interface in every vehicle It will take him years to get a grasp of that We will be working with Austen on his short comings.I offer to you my sincerest apologies and assure you I am committed to improving our level of customer service I welcome you to contact me directly at *** to discuss further

After speaking with *** ***, we've agree on refunding the $and swapping the amp out

We have resolved this to Mr***'s satisfaction and he signed the release attached indicating that the matter was resolved to his satisfaction

We reached out to Mtr*** and agreed to order certain parts he wanted added to his alarmWe installed those parts at no charge in Mr***'s vehicle on 3/26/and he appears to be satisfied, as he has not expressed any concerns since thenWe want Mr*** to be happy with his purchase and
appreciate the opportunity the resolve the issue for him

Initial Business Response /* (1000, 8, 2016/02/03) */
We reinstalled the remote start for the customer, and we have not heard anything since thenIf the remote start is not working correctly we would like to hear from the customer so can take care of this issue

[redacted], this is the information I got from [redacted], our Regional Manager in St. Louis. We would like very much to get Mr. [redacted] taken care of. [redacted]   From [redacted]- On Saturday the 24th of October Mr. [redacted]  came in to drop off his vehicle for a 10 am appointment....

 It generally takes us a small amount of time from the moment the customer drops his vehicle off for work to begin, just like a car dealer.  As  our installer was on his way out to begin work  Mr. [redacted] decided to leave with his vehicle. We want very much to fix Mr. [redacted]’s remote start alarm but this was the second appointment that Mr. [redacted] elected not to leave the vehicle with us long enough to correct the problem.  He called to speak with me later that afternoon and I explained that the problem he was having was not a normal occurrence but that we would be happy to take care of the problem.   I made sure that Mr. [redacted] knew the repair could take some time and it would be best for him not to wait on the vehicle.  He then he told me he’d call me to set up an appointment to drop the vehicle off on another day.  We would like very much to get Mr. [redacted] taken care of but we have not heard from him since.  He is welcome to call me on my cell phone 3[redacted] and I will be happy to get his problem resolved on whatever day is convenient for him provided that we are given adequate time to make sure that we have it resolved. In addition we would be more than happy to take Mr. [redacted] home when he drops off his vehicle and pick him up when it is finished.  Thank you very much for your assistance in helping us get Mr. [redacted] taken care of.    [redacted] Regional Manager – Custom Sounds Cell:  [redacted]  [redacted] CEO – Custom Sounds [redacted]  [redacted]

the manager has been absolutly wonderful to deal with. I appreciate everything the ub has done for me and my accounts.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have been in touch with [redacted] and I expect to have this matter resolved by the end of this week as soon as [redacted] has a chance to visit the facility and complete the needed documentation.  We will be canceling her daughter's account with no payments and waiving the past due amounts on...

[redacted] account in order to get her account back to good standing.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is...

satisfactory to me. 
However it was very upsetting that the company at fault only gave me half of the amount I initially paid to get the vehicle fixed as they said it was not the "Actual" Dealership, although Saturn has been shut down and there are no longer Saturn Dealerships this came as a shock as I have had my vehicle fixed at a "Certified Dealer" and my car has came out worse then it was when I first took it in to get the car fixed.  I take my car to the same place for one reason and that is because they resolve my issues without messing anything up and I do not have to take the vehicle back a second time for them to fix the problem so it was kind of a slap in the face when they told me they couldn't give me the full amount I spent because it was not the actual dealership the shop I took it to is a ASE certified shop so there  really is no difference, I am tired of chasing down a corporation for money I have already spent to get the issue resolved something is better then nothing but at this point in time I have learned my lesson and will not be taking my vehicle to any Custom Sounds outlet as well as leaving feedback at all of their locations over the internet as to the problem I have had and will hopefully stop someone from having the same issue I have had.
Regards,
[redacted]

First, let me say that we are sorry for the experience Mr. [redacted] had at out store. We will be happy to refund him the difference between what he was quoted and what he paid. In addition, we will fully re-install his  amp and speakers, and will show him the changes made before re-attaching...

the door panel to make sure that it is done to his satisfaction. We will also test his JL 3004 for him and proceed as needed if there was any damage to the amplifier. [redacted], our Regional Manager will be reaching out to him at the number you provided, but if Mr [redacted] is unable to reach him, Mr. [redacted] can reach him on his cell at [redacted]. We pride ourselves on our work, and have provided Mr. [redacted] with excellent work and service in the past. However, we do make mistakes and sometimes fail to live up to our own high standards and the expectations of our customers. It appears we did so on this occasion and would appreciate Mr. [redacted] giving us the opportunity to correct our mistake. We want Mr. [redacted] to be happy with his system.

Hello, Mr. [redacted] brought his Mercedes in for service for window tinting and made a purchase. While installing window tint, Mr. [redacted] inquired about a new radio for his vehicle as the current factory system was no longer functioning properly. His speakers were not working either, so we needed to...

replace them as well. We explained to Mr. [redacted] that we cannot simply install new speakers due to the fact that this vehicle had a factory amplifier. We quoted Mr. [redacted] the price and he agreed to the price prior to any work being done.  The new speakers installed required new 16 gauge speaker wire going directly from the radio to each individual speaker. When we run speaker wire, we use a single run for each speaker, we always avoid "piecing" wires together for the best connection. The speaker wire package is not always used in its entirety. Similar to drinking "some" of a cup of coffee, we would still have to pay for the full cup.  We also found that the vehicle had a broken exterior antenna, which Mr. [redacted] was already aware of. This impacted the AM/FM signal in his vehicle and we offered to install an amplified aftermarket antenna which he agreed to. He also agreed to the price of the antenna prior to the antenna being installed.  I am unsure where Mr. [redacted] came up with 10 hours of labor as we do not charge by the hour. Our rates are based an entire job. We believe that Mr. [redacted] is referring to our shop fees as listed on the invoice when he referenced unidentified charges. Shop fees are for supplies that are used by our technicians that are not bar-coded. These fees include any items that stay in the car; such as solder, heat-shrink, wire-ties, screws, MDF wood, etc... Mr. [redacted] was aware of these charges prior to work being done.  Mr. [redacted] agreed to the price before any work was done and signed his credit card receipt when he picked up his vehicle. He did not complain about the price until several hours later when he began calling the store. While his salesman was attempting to address his concerns, Mr. [redacted] threatened the employee with bodily harm. Concerned for his safety, the employee called 911 to report the issue. Mr. [redacted] also reached out to Mike Luna, the Regional Manager. He threatened him as well with similar remarks. Finally, Mr. [redacted] called our Austin market and spoke with me. I'm the Director of Operations and in charge of all store level activity. It was a one-way conversation with Mr. [redacted] cursing and threatening me for 30 seconds before I disconnected him.   We regret that we could not resolve the issues amicably at the time. We did not feel that we were given the opportunity. Mr. [redacted] agreed to the price he paid prior to any work being done. However, in the interest of trying to appease Mr. [redacted] we prepared to to extend an offer to refund half of the shop charges ($58) and 2 packages of speaker wire ($34) even though all of them were used. The total amount refunded would be $92. Thank you for your assistance in this matter.  Best Regards, [redacted] Custom Sounds - Director of Operations [redacted] Shop online at: [redacted] Internet Sales Support Line: [redacted]

I have spoken with [redacted].  We are working towards an amicable resolution to the issues he has brought to our attention.  He is getting three estimates and getting back with me to discuss how we can resolve the situation. Regards,[redacted]
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