Guitar Center, Inc.

Complaint: 10724943
I am rejecting this response because:I took the business up on it's offer to discuss via email, but I was fed more lies. Now I don't blame the person delivering the lies this time. They are just delivering the lies told by the original offending parties. My requests to be made whole were disregarded, my concern over drug use in their work place was also ignored.I am still left here now stuck with over $100 worth of gear broken by a guitar center employee in a guitar center store.I also have cell phone video and audio recordings from the store that day but the business is choosing to ignore those as well.
Regards,
T[redacted]

Final Consumer Response /* (2000, 9, 2016/08/27) */
You can now close the compaint, business contacted me and provided me acceptable solution for the issue

Dear Mr. [redacted], Thank you for your reply. Guitar Center has contacted Synchrony once more. We received confirmation from an account supervisor by the name of Jamie, and the original $317.99 refund was received in November. Jamie informed us that she was unable to see the additional shipping refund, and I have made arrangements for this to be processed again on Monday, July 11th. If you are unable to see your original refund, you will need to contact Synchrony directly. You can reach them at ###-###-####. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted] Customer Service Supervisor W[redacted]@guitarcenter.com

Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center order. After reviewing your account, I do see that you ordered the Powerpod 820/S710 PA package. After a bit of research, it appears that this...

portion of your order hasn't shipped due to a system error. I have reached out to our shipping team and requested that they manually pick, package and ship your order with next day air, free of charge. I have received confirmation from our shipping manager and your order will be shipping out first thing tomorrow morning. You will receive a shipping confirmation email once your order leaves our warehouse. Since the order has been expedited, the tracking information will likely update with an ETA shortly before it is actually delivered. Orders that ship ground, receive tracking updates with each hub that the shipping carrier checks into. Since your order is shipping air, it will not update until it reaches the hub located in Indianapolis.Again, I am very sorry for the trouble you have been caused with your order. We are taking the necessary steps to control these sort of system errors in the future. At this time, if you have any other questions or concerns, please do not hesitate to contact me. Best, W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Dear Mr. A[redacted],Earlier we discussed a solution via email, that I believe may best suit your needs. I have spoken to the store manager, Alana at our Tucson location. Alana will be contacting you by phone to act on our solution. In the mean time, if you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service Supervisor[redacted]@guitarcenter.com

In response to our customer we offer the following;   Unfortunately,  Mr. [redacted] had some damages with his move and had to file a claim with our company based upon the Valuation Level of Coverage he selected with his move. We sincerely apologize that this has occurred as we strive as a...

company standard to have successful and damage free moves.   As part of the claims settlement  we have even included an additional courtesy compensation amount above and beyond equal to more than 60% of his claim as a courtesy and good customer service. We have addressed all of his concerns in our claims process and have provided for an amicable resolve above and beyond our contractual responsibility on this matter.   However; there seems to be a misunderstanding as to the type of coverage and as to the provisions of this coverage as we have explained in detail below to Mr. [redacted], and on several other occasions.  There is no actual ‘Moving Insurance Policy’ in regards to this move.   As explained in detail below, we do not sell ‘Insurance Policy’s’ as we are not a licensed insurance broker, and the terms and conditions of any actual insurance policy will be based upon the individual policy issued to the insured. We cannot provide this type of coverage as this is not the type of coverage that was chosen for the move. Had Mr. [redacted] secured actual ‘Moving Insurance’, his move would be subject to those terms and conditions with that type of coverage.   As a licensed ‘Mover’ we provide ‘Valuation Coverage’ which is a weight based coverage in regards to loss/damage with the move, and it is clearly explained and defined on the documentation that the (2) options – 1).   Basic Released Valuation Coverage of $.60cents per pound per article, does not afford for any actual repair or replacement of items, it simply provides for compensation to be determined by the weight of the item times $.60 cents to determine the claim pay out. Option 2). Full Valuation Protection, is similar to an insurance policy, however it is still weight based and provides for the following:       Full Valuation protection provides,” if any article lost, destroyed, or damaged while in your movers custody, your mover will, at its discretion,  either: 1) repair the article to the extent necessary to restore it to the same condition as when it was received by your mover, or pay you for the cost of such repairs; or 2) replace the article with an article of like kind and quality, or pay you for the cost of such replacement at current market value.   This does not mean that all of your items will be replaced as ‘NEW’, as this is not required, nor a provision of the FVP. This also does not mean that you will be paid for the amount of the item, that you may have paid when you purchased the item, as we are only required if the item cannot be repaired, or replaced with a similar or like kind item to pay you the current fair market value of the item. We are also permitted to replace the item, if the same is not available with a similar or like-kind item of comparable item.   As part of our claims process, all items are re-searched based upon these factors as well as your claim submission to reach a determination for your claim, under the Full Valuation Protection Coverage. All items are verified through multiple options for their value, and availability for repair, and replacement if necessary.   Had an actual Insurance policy been purchased for the move the coverage levels would be different based upon the terms and conditions of that policy, and may have afforded additional or different coverage levels.   All of your items have been researched and documented as settled, and our claims team will be happy to discuss each item in detail with you on its settlement.   Additionally, in reference to your claim you have been provided additional courtesy compensation in regards to the overall claim to increase the level of compensation offered for your claim, unfortunately we will not be able to increase the amount to the level you have indicated.   We welcome you to reach out to our claims team and discuss your concerns on any portion of the claim, however as your claim has been settled according to industry guidelines and additional courtesy compensation has been provided, we will not be able to increase our current settlement.   At this time we have processed the submitted claim according to the ‘Valuation Level of Coverage’, Mr. [redacted] had selected for his move and we have even as a matter of courtesy provided an additional 60% of the claim as courtesy compensation in an effort to resolve.   We feel that we have made a good faith effort, even going above and beyond to resolve this matter with the customer and are willing to discuss further in detail with the customer any questions he may have, however we cannot provide additional coverage that was not chosen with the move, or unavailable as we do not provide ‘Insurance coverage’, and are not subject to guidelines regarding insurance.   The customer may contact us at any time to further discuss his claim and any other concerns.   Thank you for bringing this matter to our attention as we work to a resolve.  American Van Lines

American Van Lines has reached out to Ms. [redacted] and reached a satisfactory resolution. Sincerely,American Van Lines

Initial Business Response /* (1000, 10, 2015/11/13) */
Ms. [redacted] has been contacted by our office in regards to her issues of delay and inconvenience and we have reached out to her to resolve the matter with compensation. We have extended the compensation well above the standard amount to the...

shipper in order to resolve her issues of delay as well as to assist in any loss of revenue due to the delay and inconvenience.
If there is anything further needed to resolve this complaint, please contact our office for that information.
Best Regards,
American Van Lines
Initial Consumer Rebuttal /* (3000, 12, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We contacted the company almost daily from the 30th of September until the 22nd of October. Our primary contact person was a customer service agent named Latoya (last name unknown) and then Tamika W[redacted], Customer Service Manager. We continued to receive empty promises from the company until we enlisted social media and the Revdex.com in NC. Then suddenly, the owner of the company had Ms. W[redacted] contact us about a credit. We spoke to them about an increased credit for the delay, since we expected our items within a week, we had nothing but an air mattress and a suitcase with us, so some items needed to be purchased and our Ebay business suffered loss since our inventory was held up in their storage facility until 2 days before delivery. The owner agreed to a credit, but contingent on us withdrawing our factual claim to the Revdex.com and any other agency or outlet. We viewed this as blackmailwe would only get the credit if we would retract everything we said about our experience. The fact is, everything we said was true and within our right. This company lied to us, failed to hold to what they promised us, damaged our goods and then expected us to be quiet about it in order to get a partial credit. We do not feel this is good business practice. We would have felt more positive about our experience if the company offered the credit for our inconvenience and loss, not so we would erase any complaints against them.
Final Business Response /* (4000, 20, 2015/11/25) */
The compensation for Ms. [redacted] has been issued to Ms. [redacted] via credit card to the card she paid with on file. We ask that this matter be closed and concluded since we have gone above and beyond to insure the customer has been satisfied with our services.
If there is anything further, please contact our office for that information.
Final Consumer Response /* (2000, 22, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have confirmed the credit. We do reserve the right to refile should they not pay our claim for damages.

Dear Mr. A[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center order. I am currently working with the store whom originally assisted you. I have made contact with the customer service manager,...

and together we are working with our warranty company to ensure that your product is taken care of. Either myself or the customer service manager will contact you with our resolution and instructions. In the meantime, if you have any other questions or concerns, please do not hesitate to contact me directly. W[redacted]Customer Service [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11030247, and find that this resolution is satisfactory to me. As the business stated 2 options for resolution.  After carefuI consideration I feel that the second option of providing a replacement would rectify the manner in a more timely fashion.  In addition this would allow the business an opportunity to ensure that the product is in good operating condition and include the power supply. 
Regards,
M[redacted]

Dear Mr. N[redacted] Thank you for your reply. As stated in my original response, we were still waiting for Line 6 to provide us with our shipment of the Helix. Your original order had not been fulfilled because we had not received the item into inventory. Your replacement order was placed and our expected shipment from the manufacturer would include enough product to ship to all of our waiting customers. At this time however, it does appear that we have received our first shipment, which included your product. According to the tracking number (1ZA2552X[redacted]0) your item is in transit to your shipping address. The expected delivery date is Friday, January 8th by the end of the day. Again, I do apologize for the inconvenience  you have experienced with your order. We truly appreciate the feedback you provided , and we will work to ensure that this issue does not occur again in the future. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

I am rejecting this response because:
I spoke to jocenia on 12/6/17 and she advised that they would give me $400 if I told the...

Revdex.com that the complaint was resolved andif my mother ( [redacted]) would take down her Yelp review. Josenia further stated that mbm claims dept. would send me an email about the resolution but I have yet to receive the email. I am not completely satisfied because the claim was for $440 and I don’t understand why they won’t pay the full claim. I also am concerned about the timeliness of the resolution because I have already had to wait for 4 months. I want to be done with this atrocious company for once and for all. I don’t understand why a big company like this one can’t/ won’t just do the right thing!

I am rejecting this response because: MBM caused damages totaling $4,261.74. MBM states they offered 60% of my claim value but that is a lie. 60% of $4,261.74 is $2,557.04.  I paid for full valuation protection for my move & MBM is not honoring it & is not fairly valuing the items in my claim. MBM consistently undervalues the items & even rejected items even though the movers caused all of the damages, yelled, insulted,  intimated me & refused to document the damages in their paperwork.  MBM rejected some items claiming they were packed by owner.  There were absolutely no items packed by owner. The movers were fully responsible for all packing so that all items had full replacement valuation protection coverage.  MBM can't use their failure to properly execute  & provide these services as an excuse to not honor my claims.The movers refused to document the damage in their paperwork & they were dishonest & verbally abusive.  The movers yelled, cursed, threatened & intentionally intimidated me EVERY time I pointed out damage they caused & they refused to document the damage.The driver & Mr. M[redacted] told me the delivery sign off did not matter & that I had 9 months to examine items for damage & make a claim.During pack & load the crew damaged some items & deceptively hid & threw the items away in the garbage without informing me.  During pack & load many of my brand-new packing supplies and boxes were stolen by the movers & used as packing material for the move without my permission.During unloading the crew was deceptive & intentionally hid damaged items while unloading the truck.Delivery documents were all signed under duress.  I had no choice but to sign since the movers refused to add the damaged items to the documents.Buyer beware. MBM Moving Systems will carelessly damage your property during the move & they will not honor the full valuation protection coverage.

Dear Mr. [redacted],
Thank you for bringing your concerns to our attention. I apologize for the inconvenience you have experienced with your recent Guitar Center purchase. After reviewing your account, it appears that you were refunded $25.58 on April 29th. These funds were sent back to your...

original payment method.
If you have any other questions or concerns, please feel free to contact me.
W[redacted] Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11925936, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

Dear Mr. W[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center order. After reviewing your account, I do see that you purchased a level 1 used Zildjian Project 391 crash. The backorder...

notifications that you received for your order was a result of a system error. This error should have been recognized by one of the representatives that you spoke with. I am very sorry that you were provided inaccurate shipping timeframes, and I assure you that I will review your situation with the representatives who assisted you, to avoid confusion in the future. I would be happy to add a $25 credit to your Guitar Center account, if you would like to use it towards a purchase in the future. Additionally, if you are interested in a different crash cymbal, I would be happy to assist you in finding a comparable cymbal to the one you had original purchased. We have many drum experts on hand, who I'm sure, would be happy to recommend some alternatives for you. Please let me know your thoughts. If you have any other questions or concerns, please do not hesitate to contact me. Best, W[redacted]@guitarcenter.com

Dear Revdex.com, As I stated in my previous response, Mr. S[redacted]'s account balance would be turned over to a collections company if it was not resolved before the due date. As of 7/21/2017, the disputed amount of $424.61 has been sent to outside collections with Caine & Weiner. If Mr. S[redacted] wishes to further discuss his concerns, he will need to contact the debt collection company at ###-###-####.At this time, Guitar Center considers this complaint resolved.W[redacted]Customer Service Supervisor

Complaint: 11100586
I am rejecting this response because:I have tried evething both these places have told me and I have been waiting for over 3 weeks for my program to work and it still doesn't so I bought the program from a store as a disc copy bec the downloaded copy they sent me didn't work and caused a bug on my computer so I just want my refund
Regards,
Chaya Levin

Dear Mr. M[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center purchase. After a bit of research into your situation, I made contact with Mr. Robert Rinehart, a member of our management team....

He has since updated me on your correspondences, and has informed me that the two of you are working together to get this resolved through the store.  I see that Mr. Rinehart has offered to discount a purchase to make up for your traveling expenses. I am very glad that he has been so attentive to your concerns, and I sincerely hope that we can get this completely resolved for you. In the meantime, if you have any questions or concerns, please do not hesitate to contact me. I would be happy to assist in any way possible.  W[redacted]Customer Service Supervisor[redacted]@guitarcenter.com

Complaint: 11186021
I am rejecting this response because:I placed this order on a Monday.  I was told on Wednesday that it was going out for delivery.  Friday, as I check on tracking information,  I find out that the transaction won't be honored.  So, if not for my phone call, how much longer would it have taken to find that out?  That is a lot of time.  You're telling me it takes that long for the Guitar Center system to update their inventory system?In this day of automation and a company so large, I find it hard to believe that their system allows this situation to be created.  At the very least, their system should not have accepted orders above their availability and created my back-order situation.
I feel the price I placed my order for should be honored...new model or not.  It was their staff that informed me my guitar was to be shipped that day.  It is their system that created this situation.  They were happy to take my money even though they didn't have the item (yes, they are going to refund me....thats does not make it right).  Their offer is, per their words, a promotion they're currently running, so they're not going out of their way to satisfy what I think is easily rectifiable and the right thing to do.
Regards,
R[redacted]