Once you have the Dealership state in writing that the low voltage alarm system that was installed, has caused any of your problems and we have one of our technicians verify this at the dealership we will be happy to work with youWe understand that the vehicle is now runningThat is because you replaced the bad alternator and batteries as suggested by our technician on your last inspection with usThis is clearly stated in your last document from *** *** ***Why have you not asked for us to pay for the replacement of these items? This seems to be the root of all of your problemsWe understand that you want a refund on the product we installed but this is not what caused the problems with your vehicleIt is not fair for a company to spend hours installing and removing product in a vehicle and not get paid for the work performedWe will meet you in the middle as stated in past correspondence and refund everything except two hours of laborThis is still far less time than what we spent on the vehicleWe will not pay for any towing cost unless the dealership can prove that our installation caused the problems
Dear Mr***, We understand that a problem with someone’s only mode of transportation can be frustrating and inconvenientWe can fully sympathize with what you are going throughWith that being said we have done everything in our power to help you with this issueOnce
you got the vehicle to us for diagnosis we quickly found that the problem had nothing to do with the installation of the alarm and remote startWe then tried to help you out at no charge to you and find the problemAfter spending some time to evaluate the problem we found that you had two bad batteries on your diesel vehicleYou explained to us that the night before you had replaced the alternator at another shopWe advised you to go to the *** *** and have them swap out the batteries and check the alternatorWe also unhooked the alarm and remote start system from the vehicle so they could make sure the factory charging system was functioning properlyOnce the vehicle is fixed we have instructed you to bring the truck back and we will reinstall the alarm and remote startNow if for some reason the dealership finds that anything that we have done during the installation process has caused any issue with your vehicle we will be more than happy to cover any related cost to the repair of the vehicleIf this is the case, please make sure the dealership contacts us prior to any repairs being done so we can evaluate the claimWe will not cover any repairs without first seeing the problemThis is standard procedure and the dealership should know how to proceed if this is the casePlease feel free to contact us if there’s anything more we can do to help you Sincerely, Audio Express Management
OMG! Really?! First of all *** *** *** is a *** *** just because it isn't convenient for you it is for us and your technician is more them welcome to drive over there and talk to them himselfThe only thing your technician ever suggested was to check the battery and alternator to make sure they were holding chargeThe batteries had been replaced long before we went to see you suggested by our CERTIFIED mechanicWe didn't ask you for a refund on those items because we were hoping that was the root of the problem but as you know we didn't even get five miles away without having to get towed to santa fe to your business after a long hard day of trying to figure it out we left and said we would be back the next morning for you to take the after market product off we then took it to a CERTIFIED mechanic down the road who suggested to put a new alternator which we did and we were trying to get to our hotel we when broke down at the de Vargas mall not even making it out of santa fe we had to then get it towed to the quality Inn right next to your business so don't that clearly tell you that it was not the batteries nor the alternator that was the PROBLEMIt wasn't until after your technician took MINUTES well we stood and watched him take off your after market product was when the truck started to run OKAY! *** *** *** stated in a invoice several communication codes associated with the radio skim and wireless control module due to previous wiring which was the wiring your technician install the viper alarm and remote startDon't you think it's only fair for us to get our refunded after we paid for towing, hotels, alternator, batteries, etcWe having been dealing with this problem since Christmas it's time to bring this to a close
Complaint: ***
I am rejecting this response because: I have a picture of the alarm/Remote start connected directly to the battery causing it to drain the battery and alternator, after so mush use, we did get a certified mechanic that said the after market remote start/alarm was causing the problem with the DCM and may need to be replaced because of the after market product you installed in the truckNow since you Uninstalled the remote start/alarm the truck has run ok we didn't have to tow it after miles of use like we did when the remote start/alarm was connected but the check engine light is still on, and we are trying to get the truck seen by *** *** but they are very busy till March, we would like to return your merchandise and get our money back and wait and see what *** has to say about the truck
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Dear Mr. [redacted], Your vehicle is obviously having a charging system problem. Why would a certified mechanic have you replace an alternator and both batteries if the problem was supposedly coming from an alarm and remote start install? An install of this type would not hinder the charging of a vehicle. This install is low voltage and connects directly into the factory data bus lines using a factory approved module that communicates with the factory computer to operate. This could in no way take out an alternator or dual battery setup. A certified mechanic with the proper equipment could also easily read the trouble codes on the vehicle and tell you specifically what the codes are. Again, we have done everything in our power to help you with this problem and we are confident that this install has nothing to do with the problems in your vehicle. We have gone as far as we are willing to go to diagnose your problem. As stated in our response you need to bring the vehicle into the [redacted]. Sincerely, Audio Express Management
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
FIrst of all the batteries were brand new the day you guys check the vehicle they were good we took them to [redacted] and had them checked and there was nothing wrong with them. After that drove across to [redacted] because the truck lights were running out and the truck was dying out that's the furthest we could make it so then we installed a alternator by a licensed certified mechanic that has been in bussiness for many years before that we called to [redacted] but they were totally booked until the third week of March so that was the closest place we could make it we have written documents from the certified mechanic from [redacted] stating " replaced alternator vehicle still ain't charging due to after market wiring. Remote start and alarm need to be taken off vehicle so it will operate properly, DCM not working and may need to be replaced due to after market wiring." We had reservations in espanola we had to cancel because the truck only made it to de Vargas mall at the end of santa fe the lights turned off in the middle of traffic at 6:03pm we had our 2 year old son with us and not only could it have harmed us it could have harmed other people driving around us because we had no lights and the truck just suddenly lost power. We then towed it the quality Inn right next to audio express and had to stay the night there. Spending 465.75 on the remote start and alarm plus tow trucks, alternator, hotels we were upset and frustrated because after all the money we had already spent the manager mike wouldn't cooperate with us they were extremely rude both days we were there until we contacted the regional manager Devin. Once I spoke with Devin the regional manager and told him what was going on and told him I had already contacted to Revdex.com and my credit card company with the purchase was made was when Mike and his staff started to try to help us out. Bottom line after they helped us get the truck started they disconnected the alarm system we went for a ride across santa fe the truck had no problem holding charge it was working fine but the engine light never went off we took it back to audio express they connected the alarm back and they said to take it for another ride we went across santa fe again and the truck wasn't holding charge.the engine light still on We went back to audio express then is when we asked them to Uninstall it and they said they couldn't give us our money back just in store credit we didn't want to argue so we left it at that and brought the electric start home since we paid for it but we want our money back and we want the truck in the good running condition it was in when we first brought it to audio express with no engine lights on no trouble codes just in good normal condition.. We brought the truck home and parked it the truck still has engine light on and it has many trouble codes we haven't moved it or took it to a mechanic because we already went through lots of expenses. We will be faxing the rest of documents from [redacted], tow trucks, ect.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Dear [redacted] [redacted]-[redacted]
We are well aware of your situation, and our management team in New Mexico has been working with you to resolve your issues. We understand that you have taken your vehicle back to the Santa Fe location several times with equipment failure. Knowing that you live outside...
of Santa Fe like most of our customers do in that area, store manager Miguel has made every effort to immediately respond and take care of every issue that you have brought to us. He has immediately worked on your vehicle every time you have arrived at his location, putting aside other clients work to make your visit to town as quick as humanly possible. Every issue that you have brought to his attention has been resolved the same day you have come down. He quickly determined that the problems you are having are self-inflicted and not caused by installation or the equipment. He determined that you are asking for more output than the system is designed to handle. Hence the continual physical damage to the speakers in the vehicle. He then upgraded you from a single subwoofer set up to a dual subwoofer set up to try and help you achieve the output that you now seem to want, and as you know, he did this at no extra charge to you! Even though there was an internal cost increase for us. Even after this swap of equipment you continued to repeat the same physical damage. At this point you have now talked to three senior management members at three different locations in New Mexico and they have all told you the same thing. To achieve the amount of volume and output desired, you must upgrade the audio package currently in your vehicle or dramatically reduce the volume and gains in the existing system to play within its designed means. You chose the latter. After replacing the equipment again for you at no charge we re-tuned and reset the gains. You again talked to our management and demanded a refund because you were still unhappy with the sound. At this point you were offered instore credit on the entire package, or a refund on the equipment and you would just have to cover the initial installation and removal charges. We also gave you the option to set up a time with Miguel and sit down with him and design a system that fulfilled your needs. We told you we would work with you on price and labor just as we have done to this point. All offers still stand, and we hope you will still talk with Miguel as you have already stated you would when talking to our District Manager. Just as we have done during this entire situation we will do everything possible to make you happy.
Sincerely,
Audio Express Management
Once you have the Dealership state in writing that the low voltage alarm system that was installed, has caused any of your problems and we have one of our technicians verify this at the dealership we will be happy to work with youWe understand that the vehicle is now runningThat is because you replaced the bad alternator and batteries as suggested by our technician on your last inspection with usThis is clearly stated in your last document from *** *** ***Why have you not asked for us to pay for the replacement of these items? This seems to be the root of all of your problemsWe understand that you want a refund on the product we installed but this is not what caused the problems with your vehicleIt is not fair for a company to spend hours installing and removing product in a vehicle and not get paid for the work performedWe will meet you in the middle as stated in past correspondence and refund everything except two hours of laborThis is still far less time than what we spent on the vehicleWe will not pay for any towing cost unless the dealership can prove that our installation caused the problems
Dear Mr***, We understand that a problem with someone’s only mode of transportation can be frustrating and inconvenientWe can fully sympathize with what you are going throughWith that being said we have done everything in our power to help you with this issueOnce
you got the vehicle to us for diagnosis we quickly found that the problem had nothing to do with the installation of the alarm and remote startWe then tried to help you out at no charge to you and find the problemAfter spending some time to evaluate the problem we found that you had two bad batteries on your diesel vehicleYou explained to us that the night before you had replaced the alternator at another shopWe advised you to go to the *** *** and have them swap out the batteries and check the alternatorWe also unhooked the alarm and remote start system from the vehicle so they could make sure the factory charging system was functioning properlyOnce the vehicle is fixed we have instructed you to bring the truck back and we will reinstall the alarm and remote startNow if for some reason the dealership finds that anything that we have done during the installation process has caused any issue with your vehicle we will be more than happy to cover any related cost to the repair of the vehicleIf this is the case, please make sure the dealership contacts us prior to any repairs being done so we can evaluate the claimWe will not cover any repairs without first seeing the problemThis is standard procedure and the dealership should know how to proceed if this is the casePlease feel free to contact us if there’s anything more we can do to help you Sincerely, Audio Express Management
OMG! Really?! First of all *** *** *** is a *** *** just because it isn't convenient for you it is for us and your technician is more them welcome to drive over there and talk to them himselfThe only thing your technician ever suggested was to check the battery and alternator to make sure they were holding chargeThe batteries had been replaced long before we went to see you suggested by our CERTIFIED mechanicWe didn't ask you for a refund on those items because we were hoping that was the root of the problem but as you know we didn't even get five miles away without having to get towed to santa fe to your business after a long hard day of trying to figure it out we left and said we would be back the next morning for you to take the after market product off we then took it to a CERTIFIED mechanic down the road who suggested to put a new alternator which we did and we were trying to get to our hotel we when broke down at the de Vargas mall not even making it out of santa fe we had to then get it towed to the quality Inn right next to your business so don't that clearly tell you that it was not the batteries nor the alternator that was the PROBLEMIt wasn't until after your technician took MINUTES well we stood and watched him take off your after market product was when the truck started to run OKAY! *** *** *** stated in a invoice several communication codes associated with the radio skim and wireless control module due to previous wiring which was the wiring your technician install the viper alarm and remote startDon't you think it's only fair for us to get our refunded after we paid for towing, hotels, alternator, batteries, etcWe having been dealing with this problem since Christmas it's time to bring this to a close
Complaint: ***
I am rejecting this response because: I have a picture of the alarm/Remote start connected directly to the battery causing it to drain the battery and alternator, after so mush use, we did get a certified mechanic that said the after market remote start/alarm was causing the problem with the DCM and may need to be replaced because of the after market product you installed in the truckNow since you Uninstalled the remote start/alarm the truck has run ok we didn't have to tow it after miles of use like we did when the remote start/alarm was connected but the check engine light is still on, and we are trying to get the truck seen by *** *** but they are very busy till March, we would like to return your merchandise and get our money back and wait and see what *** has to say about the truck
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Dear Mr. [redacted], Your vehicle is obviously having a charging system problem. Why would a certified mechanic have you replace an alternator and both batteries if the problem was supposedly coming from an alarm and remote start install? An install of this type would not hinder the charging of a vehicle. This install is low voltage and connects directly into the factory data bus lines using a factory approved module that communicates with the factory computer to operate. This could in no way take out an alternator or dual battery setup. A certified mechanic with the proper equipment could also easily read the trouble codes on the vehicle and tell you specifically what the codes are. Again, we have done everything in our power to help you with this problem and we are confident that this install has nothing to do with the problems in your vehicle. We have gone as far as we are willing to go to diagnose your problem. As stated in our response you need to bring the vehicle into the [redacted]. Sincerely, Audio Express Management
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
FIrst of all the batteries were brand new the day you guys check the vehicle they were good we took them to [redacted] and had them checked and there was nothing wrong with them. After that drove across to [redacted] because the truck lights were running out and the truck was dying out that's the furthest we could make it so then we installed a alternator by a licensed certified mechanic that has been in bussiness for many years before that we called to [redacted] but they were totally booked until the third week of March so that was the closest place we could make it we have written documents from the certified mechanic from [redacted] stating " replaced alternator vehicle still ain't charging due to after market wiring. Remote start and alarm need to be taken off vehicle so it will operate properly, DCM not working and may need to be replaced due to after market wiring." We had reservations in espanola we had to cancel because the truck only made it to de Vargas mall at the end of santa fe the lights turned off in the middle of traffic at 6:03pm we had our 2 year old son with us and not only could it have harmed us it could have harmed other people driving around us because we had no lights and the truck just suddenly lost power. We then towed it the quality Inn right next to audio express and had to stay the night there. Spending 465.75 on the remote start and alarm plus tow trucks, alternator, hotels we were upset and frustrated because after all the money we had already spent the manager mike wouldn't cooperate with us they were extremely rude both days we were there until we contacted the regional manager Devin. Once I spoke with Devin the regional manager and told him what was going on and told him I had already contacted to Revdex.com and my credit card company with the purchase was made was when Mike and his staff started to try to help us out. Bottom line after they helped us get the truck started they disconnected the alarm system we went for a ride across santa fe the truck had no problem holding charge it was working fine but the engine light never went off we took it back to audio express they connected the alarm back and they said to take it for another ride we went across santa fe again and the truck wasn't holding charge.the engine light still on We went back to audio express then is when we asked them to Uninstall it and they said they couldn't give us our money back just in store credit we didn't want to argue so we left it at that and brought the electric start home since we paid for it but we want our money back and we want the truck in the good running condition it was in when we first brought it to audio express with no engine lights on no trouble codes just in good normal condition.. We brought the truck home and parked it the truck still has engine light on and it has many trouble codes we haven't moved it or took it to a mechanic because we already went through lots of expenses. We will be faxing the rest of documents from [redacted], tow trucks, ect.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Dear [redacted] [redacted]-[redacted]
We are well aware of your situation, and our management team in New Mexico has been working with you to resolve your issues. We understand that you have taken your vehicle back to the Santa Fe location several times with equipment failure. Knowing that you live outside...
of Santa Fe like most of our customers do in that area, store manager Miguel has made every effort to immediately respond and take care of every issue that you have brought to us. He has immediately worked on your vehicle every time you have arrived at his location, putting aside other clients work to make your visit to town as quick as humanly possible. Every issue that you have brought to his attention has been resolved the same day you have come down. He quickly determined that the problems you are having are self-inflicted and not caused by installation or the equipment. He determined that you are asking for more output than the system is designed to handle. Hence the continual physical damage to the speakers in the vehicle. He then upgraded you from a single subwoofer set up to a dual subwoofer set up to try and help you achieve the output that you now seem to want, and as you know, he did this at no extra charge to you! Even though there was an internal cost increase for us. Even after this swap of equipment you continued to repeat the same physical damage. At this point you have now talked to three senior management members at three different locations in New Mexico and they have all told you the same thing. To achieve the amount of volume and output desired, you must upgrade the audio package currently in your vehicle or dramatically reduce the volume and gains in the existing system to play within its designed means. You chose the latter. After replacing the equipment again for you at no charge we re-tuned and reset the gains. You again talked to our management and demanded a refund because you were still unhappy with the sound. At this point you were offered instore credit on the entire package, or a refund on the equipment and you would just have to cover the initial installation and removal charges. We also gave you the option to set up a time with Miguel and sit down with him and design a system that fulfilled your needs. We told you we would work with you on price and labor just as we have done to this point. All offers still stand, and we hope you will still talk with Miguel as you have already stated you would when talking to our District Manager. Just as we have done during this entire situation we will do everything possible to make you happy.
Sincerely,
Audio Express Management