Performance Audio, LLC

Complaint: [redacted] I am rejecting this response because:The phone number provided that is on the invoice for the delivery address (which is my parents address for 30+ years) was one digit off (210-850-4984), which was either a typo or a change by the representative hindsightThe second number at my billing address was correct (210-850-4981)When I called on Monday, he had asked if the best number to contact was correct and recited the correct number, nor did he mentioned anything about a signed statement for arrival I was not contacted via my cellphone number until after the complaint with BBCTherefore, if the representative called the number ending in ...4; of course the person does not know who I am, because that is not my telephone numberWhich should've been obvious and one would have naturally called the other numberBut, that was not the caseSecondly, is a Texas area code and the delivery address is in South Carolina (my parents address), in which they have had the same phone number with an area code for 30+ yearsThe person that supposedly spoke with and stated that they live at the address is a complete statement on their behalfThey may have asked the person if they lived in Texas, but not at the addresses on the invoicesThirdly, my billing address is what is contained on my records as I had just moved out of the home that I was renting and have not updated that information; so yes it is going to be different from the delivery address (but that is the reason that they have that option of providing two separate addresses for billing and delivery)Also, the address for my billing information is currently vacant and in the process of being sold as of December If he thought it was fraudulent after I called the initial time on Monday, why did he process the payment immediately after the phone call had endedI'm currently in transit for pre-deployment to two separate base locations and SC was my final training location, which is also my place of birthWhich is the reason I had chosen to have the item mailed to my parents home, as I'm living in billeting in FL, until I transit to my next training in SC this SaturdayPrior to going directly to the company, I had ordered the item via Amazon and for a week the order was not processedSo, I cancelled it and ordered directly through their website and I had not received a response until I called on that MondayThe representative told me that the manufacturer was going to mail it directly from them to me to to avoid any delivery delays as my time is short prior to my fly to date for my deployment Two days ago I had went to the manufacturer (Road Ready: (562) 906-6185; www.roadreadyshopatron) website to order the item through them and I had also called them and was told that the item is on backorder and will not be available until March The representative was aware of this and intentionally decided to not tell me that this item was not in stock, and would not arrive in time of deployment departure date of Feb Sincerely, [redacted]

Below is the response that Joe, the gentleman handling this online order, said about online order #*** [redacted] placed an online order with Performance Audio for a RoadReady case on 1/27/The billing and shipping address didn't match but the customer stated in the notes that she needed this before she deployedI then thought to myself that this order was okay if the addresses didn’t match because it was a member of the military and they were probably stationed away from home [redacted] called to ask when her order was going to be shippedI let her know that we didn't have it in stock but that RoadReady had a few left and would most likely drop ship directly to her so she could have it before she deployedI verified both the billing (in Texas) and shipping (South Carolina) addresses with her and she confirmed they were correctAfter hanging up the phone with [redacted] I looked up the military base in Texas and South Carolina to make sure that this was indeed realThere were bases in each stateI set the order up to drop shipRoadReady then emailed a form I needed to fill out in order for the case to be drop shippedOn the form it stated that I needed to let the customer know that they must sign for and verify that the package was shipped in good condition before openingRoadReady said they wouldn't accept liability if they weren't notified immediately of any problemsI called the phone number I was given with the online order to let [redacted] know about the manufacture’s policyI called once and a lady answered but then hung upI called again and asked for [redacted] The woman answering told me that I had the wrong numberI asked her about the shipping address from the order and she said that is where she livedHowever she had no idea who [redacted] was and said she had not placed an online orderI told her thank you and hung upAfter the call I immediately refunded the credit card and sent an email to [redacted] letting her know that she would need to pay via PayPal if she wished to continue with her orderThis is because I was worried this order was fraud once I was unable to verify the customer’s informationThe refund to the card was issued on the same day it was charged, 1/30/However, depending on the cardholder’s bank it may take up to 48-hours for the customer to see the refundI emailed the customer and when she called back we discussed why she needed to pay via PayPalHowever, I didn't say I felt like the order was fraudShe agreed to pay using a verified PayPal account and was grateful that I was going to have the order drop shipped directly to herI sent her an invoice thru PayPal to her PayPal accountHowever the PayPal invoice was never paidThere was no further communication from the customer until we received a notice from the Revdex.com

Complaint: ***
I am rejecting this response because:The phone number provided that is on the invoice for the delivery address (which is my parents address for 30+ years) was one digit off (210-850-4984), which was either a typo or a change by the representative hindsightThe second number at my billing address was correct (210-850-4981)When I called on Monday, he had asked if the best number to contact was correct and recited the correct number, nor did he mentioned anything about a signed statement for arrival I was not contacted via my cellphone number until after the complaint with BBC. Therefore, if the representative called the number ending in ...4; of course the person does not know who I am, because that is not my telephone numberWhich should've been obvious and one would have naturally called the other numberBut, that was not the caseSecondly, is a Texas area code and the delivery address is in South Carolina (my parents address), in which they have had the same phone number with an area code for 30+ yearsThe person that supposedly spoke with and stated that they live at the address is a complete statement on their behalfThey may have asked the person if they lived in Texas, but not at the addresses on the invoicesThirdly, my billing address is what is contained on my records as I had just moved out of the home that I was renting and have not updated that information; so yes it is going to be different from the delivery address (but that is the reason that they have that option of providing two separate addresses for billing and delivery)Also, the address for my billing information is currently vacant and in the process of being sold as of December If he thought it was fraudulent after I called the initial time on Monday, why did he process the payment immediately after the phone call had endedI'm currently in transit for pre-deployment to two separate base locations and SC was my final training location, which is also my place of birthWhich is the reason I had chosen to have the item mailed to my parents home, as I'm living in billeting in FL, until I transit to my next training in SC this Saturday. Prior to going directly to the company, I had ordered the item via Amazon and for a week the order was not processedSo, I cancelled it and ordered directly through their website and I had not received a response until I called on that MondayThe representative told me that the manufacturer was going to mail it directly from them to me to to avoid any delivery delays as my time is short prior to my fly to date for my deployment. Two days ago I had went to the manufacturer (Road Ready: (562) 906-6185; www.roadreadyshopatron) website to order the item through them and I had also called them and was told that the item is on backorder and will not be available until March The representative was aware of this and intentionally decided to not tell me that this item was not in stock, and would not arrive in time of deployment departure date of Feb 2017.
Sincerely,
*** ***

We would just like to respond with a timeline of how we handled Ms [redacted]'s order and copies of her original order and invoicing. The online order will show all the information we were given in regards to address, phone numbers, email etc.  [redacted] Order Timeline.1/27/17 - 23:21  Order placed.  The information on the order comes through as put into the on-line order system.  Directly from the customer’s input. 1/27/17  - 23:21  Order received email went out, stating that the order would be processed on 1/30/17.1/30/17 - 10:57  Joe G[redacted] emailed Roadready for availability.1/30/17 – 12:21  Roadready emailed back indicating that they had three units available.1/30/17 – 13:21  [redacted] called and spoke to Joe.  The conversation was about…1/30/17 – 15:18  [redacted]’s debit card is charged $306.59.1/30/17 – 15:23  Joe emails Roadready the order to drop ship to [redacted].1/30/17 – 15:50  Roadready emails Joe a form regarding drop shipping an order and requires that the customer know all of the information on the form.  The form must be filled out and signed. 1/30/17 – 16:11  Joe calls number on order to contact customer and let her know of the information from Roadready.  Phone answered and hung up.1/30/17 – 16:12  Joe calls number on order to contact customer and let her know of the information from Roadready.  Phone answered and hung up again.1/30/17 – 16:15  Joe calls number on order to contact customer and let her know of the information from Roadready.  Phone is answered and the person that answers says they do not know [redacted], but live at the address.  Not sure why the person on the end of phone gave the answer about the address.1/30/17 – 16:16  Joe emails Roadready and cancels order.1/30/17 – 16:16  Joe credits back [redacted]’s credit card.1/30/17 – 16:19  Joe emails [redacted], explaining that there is action required and in order to continue with the order she must continue, using PayPal to pay for the order.  (This is our standard procedure if we feel there is a possibility we are dealing with a fraudulent order.)1/30/17 – 17:14  [redacted] calls Joe and leaves a message which basically states she does not understand why she would need to pay with PayPal, since her card was charged.1/31/17 – 12:28  Joe emails [redacted] telling her that the money was refunded to her debit card, and in order to continue with the order, she would need to pay with PayPal.1/31/17 – 14:32  [redacted] calls and dials Joe’s extension. No message is left.1/31/17 – 14:37  [redacted] calls and dials 0.  Joe speaks to [redacted] and explains the refund and the reason for the PayPal issue.1/31/17 – 22:12  [redacted] emails Joe and indicates that she has received no refund, and would like to cancel the order completely.  She indicates that she may consider making a transaction via PayPal, once the credit to her debit card is received.2/1/17 – 01:21  [redacted] files a complaint with the Revdex.com.2/1/17 – approximately 08:30  Darrin reads complaint filed by [redacted] with Revdex.com.2/1/17 – 10:12  Tiffany emails [redacted] explaining the refund process and the reasons Performance Audio felt this order could be fraudulent.2/1/17 – 11:45 Tiffany sends the response to the Revdex.com.

Below is the response that Joe, the gentleman handling this online order, said about online order #[redacted] placed an online order with Performance Audio for a RoadReady case on 1/27/2017. The billing and shipping address didn't match but the customer stated in the notes that she...

needed this before she deployed. I then thought to myself that this order was okay if the addresses didn’t match because it was a member of the military and they were probably stationed away from home. [redacted] called to ask when her order was going to be shipped. I let her know that we didn't have it in stock but that RoadReady had a few left and would most likely drop ship directly to her so she could have it before she deployed. I verified both the billing (in Texas) and shipping (South Carolina) addresses with her and she confirmed they were correct. After hanging up the phone with [redacted] I looked up the military base in Texas and South Carolina to make sure that this was indeed real. There were bases in each state. I set the order up to drop ship. RoadReady then emailed a form I needed to fill out in order for the case to be drop shipped. On the form it stated that I needed to let the customer know that they must sign for and verify that the package was shipped in good condition before opening. RoadReady said they wouldn't accept liability if they weren't notified immediately of any problems. I called the phone number I was given with the online order to let [redacted] know about the manufacture’s policy. I called once and a lady answered but then hung up. I called again and asked for [redacted]. The woman answering told me that I had the wrong number. I asked her about the shipping address from the order and she said that is where she lived. However she had no idea who [redacted] was and said she had not placed an online order. I told her thank you and hung up. After the call I immediately refunded the credit card and sent an email to [redacted] letting her know that she would need to pay via PayPal if she wished to continue with her order. This is because I was worried this order was fraud once I was unable to verify the customer’s information. The refund to the card was issued on the same day it was charged, 1/30/17. However, depending on the cardholder’s bank it may take up to 48-72 hours for the customer to see the refund. I emailed the customer and when she called back we discussed why she needed to pay via PayPal. However, I didn't say I felt like the order was fraud. She agreed to pay using a verified PayPal account and was grateful that I was going to have the order drop shipped directly to her. I sent her an invoice thru PayPal to her PayPal account. However the PayPal invoice was never paid. There was no further communication from the customer until we received a notice from the Revdex.com.