Jerry's Stereo

Review: When we came into thier shop we told them we needed a stereo that would work with my wife's phone and the controls on here steering wheel. They said no problem, once the stereo was install it did not work with my wife's and they kept saying well it works with our phone. We didn't come to them to purchase a stereo that their phone worked with and not hers. They were rude to my wife and she was told they had wasted enough time on her and that they would reinstall the old stereo and we would be refunded our money. They did not refund us all our money instead they charged us a restocking fee, I would not have a problem with a restocking fee if it was my choice to return an item, but why should I be expected to pay a restocking fee when they could not get their product to work and they told us they would reinstall her old stereo and refund our money because we were costing them to much money. Why should a customer be charged for a business incompetence and rudeness. This whole ordeal with this company was so bad that my wife doesn't even want a new stereo put in her car by anyone. Also after they reinstalled her old system now here horn does not blow when you lock the car, my wife is to distraught with these people to even go back and fight more with them to fix that issue which they have caused.Desired Settlement: I want the rest of my money refunded and some type of warning about these people and the way they treat customers.

Business

Response:

Jerry's Stereo has been happily serving the Yuba Sutter area for 40+ years. The entire staff provides honest, helpful, and friendly customer service. Regarding the recent review, we have done our best to address any and allof the the customer's issues. The original request of the customer was to increase the sound quality of the vehicle. Our trained technicians recommendeda new stereo to be installed. The other requirement was to maintain all factoryfunctions such as steering wheel buttons, utilize the original speakers, and integrate a new radio into the older dash. All of which was completed.All factory functions were tested in our installation bay with multiple phones.We then connected the customers phone, and found the "ANSWER" button on the steering wheel would not activate their phone. We explainedthat all of our equipment was working 100% and there was an issue withthe customer's phone. Our installers recommended to have the phone checkedor repaired at a phone store. The customer dismissed our suggestion, and demanded to have all the original equipment re-installed. We gladly complied and removed allof our working electronics and replaced with the factory radio. In the end we refunded the customer, even though we have a "no refund policy" posted in store and stated on the receipt.We refunded our labor in the full amount and the entire cost of electronics lessour standard 15% restocking fee; that is clearly spelled out on the bottom of the signed receipt(there were no defects in the sold equipment).The Horn honk issue that they are experiencing when the car is locked, does not have any correlation to the stereo install. This feature should be able to turn on/off. As per referenced in the owners manual.During the entire experience, our installers were polite and respectful...despite dealing with an irate customer. We regret the customer'sdissatisfaction, but feel that our store provided excellentservice. [redacted]Store ManagerJerry's Stereo

Business

Response:

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