Extreme Audio, Inc.

Dear *** ***
Good Afternoon, I'm writing you this letter in response to the complaint filed by *** *. All of the dates in *** *** filing are accurate, but there are many other inaccuracies that I would like to clear upAll of the following statements can be fully re-enforced
as accurate, because all of our phone calls are recorded entirely so they can be reviewed to ensure quality.
*** *first contacted *** here about replacing the speakers in her *** ***She let us know that one of the speakers was not playing at all, and the other speakers sounded distorted and basically worn outThey discussed replacing those speakers, and adding a small amplifier to bump the power so the speakers would have a more clean soundShe called back afterwards, and decided she would also like to replace the radio in the truck, with a touch screen *** radio that she had seen when visiting about the speakers.
The installation was completed on Friday the 25th, afterwards *** walked her through the operation of the touch screen and let her listen to the audioShe was very, very happy, celebrating with her friends outside as we finished, he thanked her and she left(outside video surveillance will confirm this)
The following Monday night, she left an afterhours message on our machine saying that she had looked at her receipt and there were things on there that she didn't ask for or want*** called her the next day, and she expressed that she was unhappy that her truck didn't "boom" and that she was unhappy*** attempted to explain the capabilities of speakers and that she had us replace her speakers because they were bad, not because she was asking for more "boom"She pushed the issue that she was not happy, and wanted everything taken out and all of her money back, because her dad had pulled out the amp and it wasn't physically as large as she thought it would be(there are multiple conversations on the phone about the amplifier that her and her dad thought would be physically larger, so the statement that we did not put an amplifier in is absolutely false) *** explained that amps are physically not large anymore, but the amp puts out the additional power they had discussedHe encouraged her to come by as soon as she could, so we could check the system and make sure everything was working properly, and see if we could adjust the sound to her likingShe agreed to come in the next day
A little later, she called again, insisting she wanted all her money back, because her dad knew someone that could put a new radio, amp, speakers and all for $that would "boom"*** explained that we would do what we could to maybe change some of the equipment to get her what she wanted, and she refused, insisting she get all of her money backShe also requested that someone above him call her
*** approached me about the situation, and explained the circumstances, so I gave her a call a few minutes laterI re-iterated that she should bring the truck by to let us take a look to make sure everything was installed properly, in case there was some issue affecting the sound negatively, and she refusedThe only thing she would discuss is how much her dad's car boomed for $over and overI did explain the differences between the construction and speaker locations in her dad's car vsher truck, but she was interested in nothing but getting a full refundI explained that we would not be able to do that, because we had delivered on everything she wanted and addressed the replacement of her defective equipmentI again encouraged her to come by the store, to see if we could improve on the performance so she would be happy, she refused
At one point near the end of the phone call, her phone faded away to nothingYou will hear me in the recording saying hello to no response, telling her I can't hear her, etcWhen she finally popped back in saying hello, I let her know again that we would not simply refund everything, that she needed to come by for us to see what we could doIn NO WAY shape or form did I even come close to saying "about time you came to your *** senses"We have never used that sort of language with a client, and never will
We would have been happy to bend over backwards to make sure *** * was satisfied with her installation, but apparently she was not interested in getting what she wanted, she simply changed her mind on the purchaseWith 1/hours of installation labor, as well all of the equipment being used and more difficult to sell to another consumer, simply pulling everything out and refunding it is not an optionWe would still be happy to attempt to make her happy by tweaking things to get the sound she wants, perhaps getting her a subwoofer installed to get the "boom" she's looking forWe do need her to be willing to let us make her happy with it, she has not given us the opportunity to do soRefusing to come back to the store to have things looked at
We would be very happy to send over the phone calls for your review, so you can see how much effort was put in to try to make her happy.
Let me know if you have any other questions at all
Regards
*** ***
President
Extreme Audio, Inc

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.....They were very rude and half the stuff they are saying in response to my complaint is not accurate at allEverything they have said was a lie and they were not trying to help me at all and I just want all my money back
Regards,
*** ***

I am receipt of a complaint from Ms. [redacted]. It looks as though the same day she had filed this complaint she was in our office and the situation was resolved. Should you have any further questions, please do not hesitate to contact my...

office. Thank you.
 
 
 
 
 
Respectfully,
Ted [redacted]
Director of Operations
 
Direct: 317-452-7826
 
700 W. 38th St.
Indianapolis, IN 46208
www.crownhill.org

Yes Mrs. [redacted] did bring her 2008 Nissan Altima in for repairs on 9/23/2015 with a complaint of(jerking). As per the conversation we located multiple issues with her vehicle. At this point Ms. [redacted] was advised that she had multiple issues wrong with vehicle and a good starting point would...

be stopping the transmission leak most expensive component  (may cause Bucking or Jerking ) with wrong amount or low transmission fluid. Yes the vehicle was driven after the repairs with no noticeable (jerking or Bucking). Mrs. [redacted] did bring vehicle back with an over heating issue and it was found that it was low on water(antifreeze). A block test was done and it was discovered that a blown head gasket was the issue of running hot and Mrs. [redacted] was informed of the cost of that repair. Mrs. [redacted] never stated that her car was (jerking or Bucking) at this time  As Mrs. [redacted] has stated that she had her mechanic repair the fuel pump etc.. I'm sure that could and will cause a Jerking and bucking issue. However Mrs. [redacted] does not indicate that any of the repairs done at gateway are not working (leak of transmission seals)etc.. Therefore   reimbursement of the 345.65 is declined. This center will stick by the mechanics diagnosis of a blown head gasket and more work will and is needed to the vehicle. The repairs that was completed on Mrs. [redacted] vehicle are and still under warranty and would be completely honored.

Earlier this summer I arranged with Crown Hill for the visitation of my deceased husband. The funeral director who I made arrangements with did not appear at the visitation to supervise anything. No one from the funeral home introduced themselves or explained what was to be done for the visitation. My family had to take over. The visitation was to begin at 3:00 but things were not prepared to receive visitors and they were kept waiting. His name was not listed on the reader board and I had to send someone to inform the staff of this oversight because people were uncertain if they were at the correct place. My family had to direct the three elderly employees to set up a table for the reception sign-in book, and supervised the video recording because no employees took responsibility for it. I also had requested at the planning meeting that a large television over the coffin be covered/draped. I expected it to be professionally done, but upon arrival at the visitation, the request had not been passed along and none of the employees had any idea what to do about it. Their solution was to hang a black table cloth over it, which was very tacky looking. Finally, we were told to select the flowers we wished to have taken to the grave site for the ceremony the following day. Upon arrival at the grave it was obvious that not all the flowers had been conveyed to the cemetery. It was mentioned to an attendant and, at the end of the ceremony, the flowers finally arrived. I have spoken with Mr. Keith N[redacted] of Crown Hill who apologized for the problems and indicated that this was unacceptable and that the director responsible had been put on notice That, however, does not address the fact that I spent a great deal of money to have a proper funeral which fell tragically short of expectations. I am extremely dissatisfied with the lack of preparation and follow-through for our loved one and I am sorry I selected Crown Hill Funeral Home.

Review: On Fri 7/25/14 I went to Extreme Audio and I wanted to get touch screen stereo, 4 new door speakers, and a amplifier. They installed it and it took about 4 1/2 hours. After all the equipment got installed a guy named [redacted] showed me how the touch screen stereo worked(the ends and odds of it), it sounded good at the time and as I was going down the road with it I realize that I wanted it louder and a bass boost so I called that evening and they said I would have to pay another $600-$800 for to get it louder so I said ok. That weekend I didnt drive my truck, I drove my car and when I got off work mon I was showing my dad my truck and what they had put in it. I then realized that this is not what I wanted plus I payed for and amplifier that I did not have. Everything was hooked up but there was no amplifier. So the next day Tues (7/28/14) I told [redacted] that my stuff was not loud and they didnt put an amplifier in there and he insisted that they did and I then said I wanted my money back and to take everything out of my truck and that I was displeased and this satisfied. [redacted] told me that "that was not going to happen", I told him that I wanted to speak with his manager about resolving this issue. [redacted] stated that he will get a manger to call me right back. The manager name is [redacted] and he called within 5 minutes. I told him the situation and he acted like it was no big deal and said that we did all we could and they werent going to fix it or give my money back to me. So I then told him that I will get my money back and I will take him to court and he didnt say anything after that. I kept saying hello 3 times and he then got on the phone and stated "its about time you came to your damn senses". So I told him that was just disrespectful and rude that he said that so I then hang the phone uo and said you have a nice day.Desired Settlement: I want all my money back($1,309.69) and a apology for how they talked to me and what they put me through.

Business

Response:

Dear [redacted]

Good Afternoon, I'm writing you this letter in response to the complaint filed by [redacted]. All of the dates in [redacted] filing are accurate, but there are many other inaccuracies that I would like to clear up. All of the following statements can be fully re-enforced as accurate, because all of our phone calls are recorded entirely so they can be reviewed to ensure quality.

[redacted]. first contacted [redacted] here about replacing the speakers in her [redacted]. She let us know that one of the speakers was not playing at all, and the other speakers sounded distorted and basically worn out. They discussed replacing those speakers, and adding a small amplifier to bump the power so the speakers would have a more clean sound. She called back afterwards, and decided she would also like to replace the radio in the truck, with a touch screen [redacted] radio that she had seen when visiting about the speakers.

The installation was completed on Friday the 25th, afterwards [redacted] walked her through the operation of the touch screen and let her listen to the audio. She was very, very happy, celebrating with her friends outside as we finished, he thanked her and she left. (outside video surveillance will confirm this)

The following Monday night, she left an afterhours message on our machine saying that she had looked at her receipt and there were things on there that she didn't ask for or want. [redacted] called her the next day, and she expressed that she was unhappy that her truck didn't "boom" and that she was unhappy. [redacted] attempted to explain the capabilities of speakers and that she had us replace her speakers because they were bad, not because she was asking for more "boom". She pushed the issue that she was not happy, and wanted everything taken out and all of her money back, because her dad had pulled out the amp and it wasn't physically as large as she thought it would be. (there are multiple conversations on the phone about the amplifier that her and her dad thought would be physically larger, so the statement that we did not put an amplifier in is absolutely false) [redacted] explained that amps are physically not large anymore, but the amp puts out the additional power they had discussed. He encouraged her to come by as soon as she could, so we could check the system and make sure everything was working properly, and see if we could adjust the sound to her liking. She agreed to come in the next day.

A little later, she called again, insisting she wanted all her money back, because her dad knew someone that could put a new radio, amp, speakers and all for $100 that would "boom". [redacted] explained that we would do what we could to maybe change some of the equipment to get her what she wanted, and she refused, insisting she get all of her money back. She also requested that someone above him call her.

[redacted] approached me about the situation, and explained the circumstances, so I gave her a call a few minutes later. I re-iterated that she should bring the truck by to let us take a look to make sure everything was installed properly, in case there was some issue affecting the sound negatively, and she refused. The only thing she would discuss is how much her dad's car boomed for $100 over and over. I did explain the differences between the construction and speaker locations in her dad's car vs. her truck, but she was interested in nothing but getting a full refund. I explained that we would not be able to do that, because we had delivered on everything she wanted and addressed the replacement of her defective equipment. I again encouraged her to come by the store, to see if we could improve on the performance so she would be happy, she refused.

At one point near the end of the phone call, her phone faded away to nothing. You will hear me in the recording saying hello to no response, telling her I can't hear her, etc. When she finally popped back in saying hello, I let her know again that we would not simply refund everything, that she needed to come by for us to see what we could do. In NO WAY shape or form did I even come close to saying "about time you came to your [redacted] senses". We have never used that sort of language with a client, and never will.

We would have been happy to bend over backwards to make sure [redacted] was satisfied with her installation, but apparently she was not interested in getting what she wanted, she simply changed her mind on the purchase. With 4 1/2 hours of installation labor, as well all of the equipment being used and more difficult to sell to another consumer, simply pulling everything out and refunding it is not an option. We would still be happy to attempt to make her happy by tweaking things to get the sound she wants, perhaps getting her a subwoofer installed to get the "boom" she's looking for. We do need her to be willing to let us make her happy with it, she has not given us the opportunity to do so. Refusing to come back to the store to have things looked at.

We would be very happy to send over the phone calls for your review, so you can see how much effort was put in to try to make her happy.

Let me know if you have any other questions at all.

Regards

President

Extreme Audio, Inc.

Consumer

Response:

I have reviewed the offer 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 were very rude and half the stuff they are saying in response to my complaint is not accurate at all. Everything they have said was a lie and they were not trying to help me at all and I just want all my money back

Regards,