Sun N Sound

was not informed of a 45 dollar fee, to check to see if auto start equipment was present in my vehicle.On 10/14/14 I phoned sun n sound an told a women that I purchased a car that had a remote car starter, the car salesman couldn't get it to work he said it was probably disconnected, that women said to bring it in the next day an they could take a peek at it, went on 10/15/14 spoke to a salesman an retold him he then fill out a slip with my information on it an in the description spot wrote check auto start, was never informed of a 45 dollar charge for this, he came back 5 mins later an said system was found. he then wrote 45 est at the bottom of the slip, I told him that I wasn't told that there would be a charge for that, he said he doesn't work for free an would I go to work for free, I was shocked by this practice, I did not sign a work order that stated this charge, I gave him my charge card, an told him I didn't think this was right, then he wrote on the slip if I was to put an auto starter with 30 days he would apply the 45 dollars to that service. I feel very mislead, I spoke with two different people an neither told me of this charge, on my slip no were does it state a fee, only after was I told of this charge.Desired SettlementI would like my 45 dollars returned,Business Response We have a sign posted in our store in clear line of sight that states SHOP LABOR RATE $85.00 an HOUR. MINIMUM SHOP LABOR RATE $45.00. We have since gone up to $95.00 hr. and a minimum $55.00 to be in line with other shops in our area. We were willing to apply the $45.00 dollars toward a credit for a new autostart for 30 days. Please contact me if I can be of further assistance. [redacted]Sun N SoundConsumer Response I feel the case has not been resolved (Case #XXXXXX). In their reply they state that they have now gone up on their labor rates, which is irrelevant to this case. And as far as the $45.00 labor rate for a 30 second inspection that I was unaware of is bad business practice. I do not feel I was inquiring any labor, All I was asking for was information.Thank you for your time,[redacted]Final Business Response A sign is clearly posted in our store that states that shop labor rate is $85.000. Minimum shop labor rate is 45.00. In order to perform any work we must first initiate a work order. The service writer must write up the order as we did with Ms [redacted]. This is then passed on to the shop service manager who gives it to a highly experienced technician. The vehicle is then driven into the service bay. This technician then proceeded to determine if there was a remote starter in the vehicle by removing dash panels and side covers. He also inspected thoroughly the complete under dash to look for any equipment that may have been installed. This technician is very quick as he is very experienced and has over $50,000 in specialty tools at his disposal to provide this service. He then relates his findings to the shop service manager who informs the front counter. The customer is then spoken to so a decision can be made how to proceed. The technician was then told to close things up and punch out on the R.O. (Repair order) which means he has to replace all the panels removed for inspection. He then removed the car from the bay and parked it in customer area. We have a time clock that all technicians must punch in on the moment they pull a car into the bay and then again when the car is pulled out. Our card says the job took 21 minutes. As a further consolation to the customer we would still be willing to extend the $45.00 fee charged toward a replacement autostart for the month of February 2015.

Poor Customer Service from employee [redacted] ( he may be owner .)Also Verbal agreement was not ahered too .I took my vehicle to sun n sound was quoted a price of 350.00 upon going to pick up my vehicle was told price would be 743.00 when I question [redacted] on it he told me he never quoted that price , when I asked him why he didn't call with the higher price he told me he the price he gave me was for labor only not parts when questioning him again he could not answer . I called the police , [redacted] told police I "ripped my keys from his clip board and tried to take my car " which was not the case .So in return I asked him if he could lie about that , could it be possible he lied about the quote. He was ver rude and unprofessional and in my opinion a liar. I paid the full price so I could not get in any trouble ; however I would like the difeernce of what I was quoted and what I had actually had to pay.Desired SettlementI would like the differnce of the quote and what I was actually charged 341.44Business Response Customer Mr. [redacted] arranged to drop off vehicle to have power moonroof evaluated for a repair. Roof was stuck open. We evaluated and worked up an estimate which was $279.00 for a parts rebuild kit and estimated the labor at $350.00. When we called Mr. [redacted] , assuming maybe on a cell phone , we gave him the pricing and he immediately asked us if the parts could be ordered overnight and he said he would pay the additional cost. The parts where ordered the job took approximately 5 labor hours (labor rate posted is $95.00 per hour) and we called Mr. [redacted] to inform him his car was ready. He sent his wife to pick up the car and she insisted he was told the entire job including the diagnostic portion was to be $350.00 . Obviously that was not correct and the next thing we realized the keys for the vehicle where removed from the repair order that was on the counter, she admitted taking them and would not return them to us and refused to pay. The police where summoned and Mrs. [redacted] was informed she would have to pay the amount owed , she threatened to leave with the car, and was informed by the officer that she could be charged if she did. Then after a lengthy discussion and many accusations she paid the amount with a credit card. We checked with the local Chevrolet dealer service dept. in the meanwhile and they gave an estimate verbally over the phone for a minimum of $1250.00, for the same service we offered for under $700.00. We did not call people names and make rude accusations as Mrs. [redacted] proceeded to do ,so I would have to say if anyone was unprofessional or not adult about there actions it would be the [redacted]'s. Mr [redacted] had his own little verbal outburst when he arrived as well. The service was performed within the time and pricing as estimated and done correctly, they where not charged for the additional labor time it took and the only additional charge was the approximately $40.00 for the next day air that they requested and said they would pay for. We are sorry for the fact that Mr. [redacted] may have not heard the parts price that was given before the labor. We had no way of knowing that, however after the fact we obviously did not overcharge for the service by any means. We where not asked to send a written quote, which we would have gladly done. We followed the normal routine of doing a legitimate business doing a diagnostic ,calling with estimates before any work was done for approval, and proceeding to perform the work on time and within estimate cost given, after telephone authorization was given. Consumer Response [redacted] never mentioned a price of 279.00 had he done so why would I have gone in there thinking I was to pay 350.00. [redacted] is correct in saying we agreed to pay cost of over night shipping of parts , although I was never given a reciept of this cost to know the actual amount. He states that the labor rate of 95.00 per hour is posted , and that maybe be so , however he himself states a verbal agreement was made therefore I feel he should have included this in the amount he quoted , how else would I have known this wasn't his actual price .Never was another phone call made to us to inform us that the price went from 350.00 to over 700.00. He is also correct in stating I took the keys from the counter , he is not correct in saying I took them from the repair order . He left the keys on the counter when he took the repair order in the back room to add additional charges to it .After taking the keys I went outside and I phoned the police . Never did I threathen to take the car, had I wanted to do this I would have done so while waiting for the police to arrive. I asked the officer to go in with me to pay the 350.00 and then I would leave , [redacted] told the officer that if I only paid the 350.00 he would press charges for stealing his parts.Having never been in trouble I paid the full amount and decided to pursue this with the Revdex.com. The only accusation that was made was me calling him a liar and asking him if he slept well at night ; to which he replied " I sure do "The reason I said that to him was because he told the officer that " I went over his counter and ripped the keys off his repair order "when I called him out on this the only thing he had to say was "you have the keys , don't you "My husbands only outburst was he told [redacted] that he would make sure everyone knows not to do business with him.I feel it to be irrevlevant him stating a local dealer quoted him a price of 1250.00. I'm positive if I shopped around I would have found cheapier or at the very least somone who would have honored the price they quoted. We only did business with him because at that time he was the only one who could take us right away .It really was against our better judgment considering some 20 years ago or so he did the same exact thing . In fact if you check Yelp.com you will find several complaints from costumers for the same reason. If this is was he calls a professional , legititmate business , then shame on him. I am aware that if [redacted] does not refund my money then my next step will be contacting the media or court could you let me know the protocal , would I need the Revdex.com to help with this ? Sincerley [redacted]________________________________________Final Business Response As stated previously, the conversation with Mr. [redacted] was over the phone, possibly his cell phone, not sure. The estimate given was for parts & labor & then additionally for over night shipment of parts. So it's obvious that parts where required as we discussed shipping overnight! The labor was given separately as it should be when estimating as we always do. We even give sales tax as it does make quite a difference in the total amount. I can not say what Mr. [redacted] heard, I can only attest to what I said when conversing with Mr. [redacted].

Damage to window tinted window twice still not done properly I [redacted] went to Sun and Sound in Worcester Mass to have rain visors and tint put on a 2013 Rav 4 on completing the job the owner stated he ordered the wrong rain visors he then canceled the order and resubmitted the amount on doing that he charged my account for [redacted] then charged [redacted] with him doing that he took both payments out and was not refunded the [redacted] after 14 days of calling him numerous times telling me it's my bank not on his end my bank traced the money to his business. After I physically went to his business and showed him he finally refunded my money but the tint shifted on my windows pass anger and drivers window I noticed they cut part of my trim told the owner of situation and after explaining to him numerous times I work Thursdays can't make it in that day and the owner told me that's the only day his tinter comes in we planned it for Thursday March 20,2014 at 5:00 pm I showed up the tinter redid my windows leaving dirt inside my passenger window under the tint brought the car back to sun and sound again Friday the 21st which then the owner said oh give it 7 days very rude about it. Got my windows originally tinted 02/27/14 then redone 03/20/14 both times now tint has been installed wrong the tinter on 02/27/14 folded my rubber inside the window and when trying to roll my window up it jammed due to him pushing the rubber down there for window came loose from track owner denies any wrong doing at all on any of these issues was told by the tinter he will not do my windows again after he did them on 3/20/14 even though I have a life time warranty on tint I went to another company now that will redo my tint but called sun and sound 3/22/14 to see if he would at least take the tint off he stated twice "no" I didn't ask for a refund just wanted my tint removed after everything he has done this is ridiculous Desired SettlementAfter many days of being told sun and sound doesn't have my money denying breaking my window and not doing my tint properly and asking just to remove my tint and being told no I want a full refund Business Response In reference to an inquiry from Mr. [redacted]:Mr. [redacted] enlisted us to tint his Toyota vehicle to a limit darker then normal and in not keeping with Massachusetts Regulations. He accepted all responsibility and was informed that no warranty would be offered. He also asked for window visors to be ordered and installed at the same time. The window visors unfortunately were not correct for the newer model as we were misinformed by the supplier. No visors were available so we voided the debit transaction and reported it as a new transaction. Evidently, there was a problem through the banking system and we took additional steps to correct this.For the fact of the complaint on the tint, the darkness of the tint, and the fact that the window had a slight front to rear shift as if closed which caused a very slight 1/16 of an inch exposure of a sliver of light to appear at times when the window closed in different positions. The tinter, with over 35 years of experience, pointed this out to the customer, showed and explained it in very graphic detail and he said he understood what was happening. He then, in my presence, called the Toyota dealership and started complaining to their service department The tinter extended the tint product when he retinted the window to attempt to help remedy the problem. If the tint was not so dark, the sliver would not be so evident. The fact that the soft door edge has absolutely nothing to do with the fact the window had play from front to rear. The soft trim resets when the window is fully opened then raised again and was only pushed down prior to the second retinting in order to show the customer that the tint went as far down as it did.The tinting staff at our facility has been tinting windows for over thirty years and is by far the most experienced in central Massachusetts and enjoys an excellent reputation. However, consumers are not always aware of the methods used in the tinting process. We are always informative when asked and have the experience to generally make most customers understand.In this case, I believe the customer was not able to fully understand the situation and this is unfortunate. In no way was the window made to become loose by tinting of the glass. The window shifting may not be a defect in the manufacturing of the car and would not be a problem without the dark tint making it evident We are sorry we were not able to be of more value to this customer.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)He stated to me and my wife that the tint was under warranty if due to needing to take tint off due to not being legal tint then they would not remove tint. Ended up going with another company that said and showed me and my wife that the tint was put on incorrectly and was not done to professional standards especially if he had 35 years experience. Also the tint shifted due to the tint not covering full window the other company I went with tinted my whole window and have had no issues. Sun and sound was the most awful experience I have ever had and since the tint was not done right twice I want a refund since I paid to get it removed then put back onFinal Business Response In response to Mr. [redacted]'s rebuttal, we maintain that our services were offered and performed in more than a professional manner and we stand behind our reputation. The fact that Mr. [redacted] is not satisfied is beyond our control at this point. We have gone beyond our obligation as was previously stated and we do not feel obligated to go any further under the circumstances. We don't feel we can satisfy Mr. [redacted] as we have attempted to do so on more than one occasion already.Sincerely,[redacted]Sun N Sound

I returned a not comparable remote for my car and received a questionable charge of [redacted]I was at Sun n Sound on 24 Mill Street in Worcester, MA on[redacted] to replace my cars remote control. I went in and showed the representative my remote with the instruction booklet. He proceeded to the back to get the replacement remote and when he returned he assured me this was the correct one. So I told him to go ahead with the replacement. Once everything was programmed he did a test run and only the arming/disarming of the alarm was working, not the remote starter. He told me there was something wrong with my cars alarm system and that I should come back tomorrow so he could do a troubleshooting test for [redacted] I went home and decided to tinker around with the old remote. I opened it up and cleaned the contacts inside and sure enough it started to work again. About 1 hour after the past events I returned to Sun n Sound to return the new remote. I showed him my old remote was working with the remote starter so there was nothing wrong with my cars alarm system in the first place. As I was walking into the store a woman came in after me. The same representative came up to me to see what he could do for me. I told him I wanted to return the remote and with a very stern face he told me "hmmmm" and then proceeded to help the woman behind me. I noticed that he was stretching the conversation with her and at one point the woman said, "He was before me, maybe you should wait on him first" he told her that "its ok." And I was aware of what he was doing. After he was done with her he almost went and helped out another customer but then said, "let me finish up with him first" as if he was already helping me. He came to me and I explained the situation. He then asked for my credit card and then went to the terminal and came back with my refund of [redacted] and charge for [redacted]. He told me that [redacted] was for programming the remote and the rest was a credit card processing which he said was ** of the [redacted]. Now I did the math out and ** of [redacted] is[redacted] He agreed and handed me a [redacted] bill. At this point for personal reasons I couldn't stay there and dispute any longer so I signed the receipt and left the store. When I got home I decided not to go back and argue with the clerk. I decided to dispute the charges with my credit card company (that dispute was less detailed than this one). I disputed the [redacted] and the following day returned his [redacted]. Unfortunately he denied the dispute and that is why I am writing to you. [redacted]Desired SettlementI would like a refund for [redacted] from Sun n SoundBusiness Response To Whom It May Concern:[redacted] asked us to offer him the service to check a previously installed remote security system. This product was not sold or installed by our company. There was no way to verify or check operation of the security system as **. [redacted] informed us the remote was defective. He asked if we could provide and program a replacement remote. We verified we had the correct corresponding replacement remote and **. [redacted] instructed us to proceed with replacing it.We performed the programming and informed **. [redacted] that everything operated but the autostart feature. We informed **. [redacted] that there would be additional cost to go further to check the autostart performance as this was not included in the initial cost estimate of just programming the new remote. We didn't have any additional time to offer to **. [redacted] at that time and offered him to make an appointment at a later time. At this time, the original remote **. [redacted] had was no longer programmed to the system. Any existing remote is automatically erased when a new remote is programmed. This is a security protocol to prevent access if the remote were lost or stolen.[redacted] returned at a future point and asked to return the remote we had programmed and sold to him. Our stated store policy is posted at our entrance and at the counter where our transactions are performed. We informed **. [redacted] that we had a no return policy on electronic items and items that were programmed or installed. He argued to the point where we agreed to offer him a refund on the control as long as he agreed to compensate us for our time and any transaction fee we would be charged by the credit card processing. He agreed to the conditions and we proceeded the refund as stated. **. [redacted] signed the receipt stating that he was completely satisfied with all services and transactions. He has since attempted to rescind on his word by attempting a charge back on his credit card, which was denied by his bank and credit card provider. He is now attempting to retireve his cost by other means including the Revdex.com. We are sorry to inform **. [redacted] that we have already offered what we could by allowing him to return the used merchandise.Sincerely,Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I don't agree with statement above. It states, "We verified we had the correct corresponding replacement remote and **. [redacted] instructed us to proceed with replacing it." He should have mentioned before programming the remote that the auto start feature might not work instead of waiting until after and not to mention it was the wrong replacement. If it was the correct replacement the auto start feature would have worked and I proved it by coming in and showing them the original remote was working just fine after I cleaned the contacts on the original. It also states that the original remote would not work with the new one programed because of a security feature. To this day my original remote has been working even when the incorrect replacement was programmed with my car. I was standing next to the car when the technician was programming the replacement, I noticed he made multiple trips back into the store to get a different remote because the ones he was programming wasn't operating the auto start feature.[redacted] the business brings up their policies and still makes money off of them. [redacted] If **. [redacted] was his own customer and was treated this way he would disagree with himself.Sincerely,[redacted]

was not informed of a 45 dollar fee, to check to see if auto start equipment was present in my vehicle.On 10/14/14 I phoned sun n sound an told a women that I purchased a car that had a remote car starter, the car salesman couldn't get it to work he said it was probably disconnected, that women said to bring it in the next day an they could take a peek at it, went on 10/15/14 spoke to a salesman an retold him he then fill out a slip with my information on it an in the description spot wrote check auto start, was never informed of a 45 dollar charge for this, he came back 5 mins later an said system was found. he then wrote 45 est at the bottom of the slip, I told him that I wasn't told that there would be a charge for that, he said he doesn't work for free an would I go to work for free, I was shocked by this practice, I did not sign a work order that stated this charge, I gave him my charge card, an told him I didn't think this was right, then he wrote on the slip if I was to put an auto starter with 30 days he would apply the 45 dollars to that service. I feel very mislead, I spoke with two different people an neither told me of this charge, on my slip no were does it state a fee, only after was I told of this charge.Desired SettlementI would like my 45 dollars returned,Business Response We have a sign posted in our store in clear line of sight that states SHOP LABOR RATE $85.00 an HOUR. MINIMUM SHOP LABOR RATE $45.00. We have since gone up to $95.00 hr. and a minimum $55.00 to be in line with other shops in our area. We were willing to apply the $45.00 dollars toward a credit for a new autostart for 30 days. Please contact me if I can be of further assistance. [redacted]Sun N SoundConsumer Response I feel the case has not been resolved (Case #XXXXXX). In their reply they state that they have now gone up on their labor rates, which is irrelevant to this case. And as far as the $45.00 labor rate for a 30 second inspection that I was unaware of is bad business practice. I do not feel I was inquiring any labor, All I was asking for was information.Thank you for your time,[redacted]Final Business Response A sign is clearly posted in our store that states that shop labor rate is $85.000. Minimum shop labor rate is 45.00. In order to perform any work we must first initiate a work order. The service writer must write up the order as we did with Ms [redacted]. This is then passed on to the shop service manager who gives it to a highly experienced technician. The vehicle is then driven into the service bay. This technician then proceeded to determine if there was a remote starter in the vehicle by removing dash panels and side covers. He also inspected thoroughly the complete under dash to look for any equipment that may have been installed. This technician is very quick as he is very experienced and has over $50,000 in specialty tools at his disposal to provide this service. He then relates his findings to the shop service manager who informs the front counter. The customer is then spoken to so a decision can be made how to proceed. The technician was then told to close things up and punch out on the R.O. (Repair order) which means he has to replace all the panels removed for inspection. He then removed the car from the bay and parked it in customer area. We have a time clock that all technicians must punch in on the moment they pull a car into the bay and then again when the car is pulled out. Our card says the job took 21 minutes. As a further consolation to the customer we would still be willing to extend the $45.00 fee charged toward a replacement autostart for the month of February 2015.

Damage to window tinted window twice still not done properly I [redacted] went to Sun and Sound in Worcester Mass to have rain visors and tint put on a 2013 Rav 4 on completing the job the owner stated he ordered the wrong rain visors he then canceled the order and resubmitted the amount on doing that he charged my account for [redacted] then charged [redacted] with him doing that he took both payments out and was not refunded the [redacted] after 14 days of calling him numerous times telling me it's my bank not on his end my bank traced the money to his business. After I physically went to his business and showed him he finally refunded my money but the tint shifted on my windows pass anger and drivers window I noticed they cut part of my trim told the owner of situation and after explaining to him numerous times I work Thursdays can't make it in that day and the owner told me that's the only day his tinter comes in we planned it for Thursday March 20,2014 at 5:00 pm I showed up the tinter redid my windows leaving dirt inside my passenger window under the tint brought the car back to sun and sound again Friday the 21st which then the owner said oh give it 7 days very rude about it. Got my windows originally tinted 02/27/14 then redone 03/20/14 both times now tint has been installed wrong the tinter on 02/27/14 folded my rubber inside the window and when trying to roll my window up it jammed due to him pushing the rubber down there for window came loose from track owner denies any wrong doing at all on any of these issues was told by the tinter he will not do my windows again after he did them on 3/20/14 even though I have a life time warranty on tint I went to another company now that will redo my tint but called sun and sound 3/22/14 to see if he would at least take the tint off he stated twice "no" I didn't ask for a refund just wanted my tint removed after everything he has done this is ridiculous Desired SettlementAfter many days of being told sun and sound doesn't have my money denying breaking my window and not doing my tint properly and asking just to remove my tint and being told no I want a full refund Business Response In reference to an inquiry from Mr. [redacted]:Mr. [redacted] enlisted us to tint his Toyota vehicle to a limit darker then normal and in not keeping with Massachusetts Regulations. He accepted all responsibility and was informed that no warranty would be offered. He also asked for window visors to be ordered and installed at the same time. The window visors unfortunately were not correct for the newer model as we were misinformed by the supplier. No visors were available so we voided the debit transaction and reported it as a new transaction. Evidently, there was a problem through the banking system and we took additional steps to correct this.For the fact of the complaint on the tint, the darkness of the tint, and the fact that the window had a slight front to rear shift as if closed which caused a very slight 1/16 of an inch exposure of a sliver of light to appear at times when the window closed in different positions. The tinter, with over 35 years of experience, pointed this out to the customer, showed and explained it in very graphic detail and he said he understood what was happening. He then, in my presence, called the Toyota dealership and started complaining to their service department The tinter extended the tint product when he retinted the window to attempt to help remedy the problem. If the tint was not so dark, the sliver would not be so evident. The fact that the soft door edge has absolutely nothing to do with the fact the window had play from front to rear. The soft trim resets when the window is fully opened then raised again and was only pushed down prior to the second retinting in order to show the customer that the tint went as far down as it did.The tinting staff at our facility has been tinting windows for over thirty years and is by far the most experienced in central Massachusetts and enjoys an excellent reputation. However, consumers are not always aware of the methods used in the tinting process. We are always informative when asked and have the experience to generally make most customers understand.In this case, I believe the customer was not able to fully understand the situation and this is unfortunate. In no way was the window made to become loose by tinting of the glass. The window shifting may not be a defect in the manufacturing of the car and would not be a problem without the dark tint making it evident We are sorry we were not able to be of more value to this customer.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)He stated to me and my wife that the tint was under warranty if due to needing to take tint off due to not being legal tint then they would not remove tint. Ended up going with another company that said and showed me and my wife that the tint was put on incorrectly and was not done to professional standards especially if he had 35 years experience. Also the tint shifted due to the tint not covering full window the other company I went with tinted my whole window and have had no issues. Sun and sound was the most awful experience I have ever had and since the tint was not done right twice I want a refund since I paid to get it removed then put back onFinal Business Response In response to Mr. [redacted]'s rebuttal, we maintain that our services were offered and performed in more than a professional manner and we stand behind our reputation. The fact that Mr. [redacted] is not satisfied is beyond our control at this point. We have gone beyond our obligation as was previously stated and we do not feel obligated to go any further under the circumstances. We don't feel we can satisfy Mr. [redacted] as we have attempted to do so on more than one occasion already.Sincerely,[redacted]Sun N Sound

I returned a not comparable remote for my car and received a questionable charge of [redacted]I was at Sun n Sound on 24 Mill Street in Worcester, MA on[redacted] to replace my cars remote control. I went in and showed the representative my remote with the instruction booklet. He proceeded to the back to get the replacement remote and when he returned he assured me this was the correct one. So I told him to go ahead with the replacement. Once everything was programmed he did a test run and only the arming/disarming of the alarm was working, not the remote starter. He told me there was something wrong with my cars alarm system and that I should come back tomorrow so he could do a troubleshooting test for [redacted] I went home and decided to tinker around with the old remote. I opened it up and cleaned the contacts inside and sure enough it started to work again. About 1 hour after the past events I returned to Sun n Sound to return the new remote. I showed him my old remote was working with the remote starter so there was nothing wrong with my cars alarm system in the first place. As I was walking into the store a woman came in after me. The same representative came up to me to see what he could do for me. I told him I wanted to return the remote and with a very stern face he told me "hmmmm" and then proceeded to help the woman behind me. I noticed that he was stretching the conversation with her and at one point the woman said, "He was before me, maybe you should wait on him first" he told her that "its ok." And I was aware of what he was doing. After he was done with her he almost went and helped out another customer but then said, "let me finish up with him first" as if he was already helping me. He came to me and I explained the situation. He then asked for my credit card and then went to the terminal and came back with my refund of [redacted] and charge for [redacted]. He told me that [redacted] was for programming the remote and the rest was a credit card processing which he said was ** of the [redacted]. Now I did the math out and ** of [redacted] is[redacted] He agreed and handed me a [redacted] bill. At this point for personal reasons I couldn't stay there and dispute any longer so I signed the receipt and left the store. When I got home I decided not to go back and argue with the clerk. I decided to dispute the charges with my credit card company (that dispute was less detailed than this one). I disputed the [redacted] and the following day returned his [redacted]. Unfortunately he denied the dispute and that is why I am writing to you. [redacted]Desired SettlementI would like a refund for [redacted] from Sun n SoundBusiness Response To Whom It May Concern:[redacted] asked us to offer him the service to check a previously installed remote security system. This product was not sold or installed by our company. There was no way to verify or check operation of the security system as **. [redacted] informed us the remote was defective. He asked if we could provide and program a replacement remote. We verified we had the correct corresponding replacement remote and **. [redacted] instructed us to proceed with replacing it.We performed the programming and informed **. [redacted] that everything operated but the autostart feature. We informed **. [redacted] that there would be additional cost to go further to check the autostart performance as this was not included in the initial cost estimate of just programming the new remote. We didn't have any additional time to offer to **. [redacted] at that time and offered him to make an appointment at a later time. At this time, the original remote **. [redacted] had was no longer programmed to the system. Any existing remote is automatically erased when a new remote is programmed. This is a security protocol to prevent access if the remote were lost or stolen.[redacted] returned at a future point and asked to return the remote we had programmed and sold to him. Our stated store policy is posted at our entrance and at the counter where our transactions are performed. We informed **. [redacted] that we had a no return policy on electronic items and items that were programmed or installed. He argued to the point where we agreed to offer him a refund on the control as long as he agreed to compensate us for our time and any transaction fee we would be charged by the credit card processing. He agreed to the conditions and we proceeded the refund as stated. **. [redacted] signed the receipt stating that he was completely satisfied with all services and transactions. He has since attempted to rescind on his word by attempting a charge back on his credit card, which was denied by his bank and credit card provider. He is now attempting to retireve his cost by other means including the Revdex.com. We are sorry to inform **. [redacted] that we have already offered what we could by allowing him to return the used merchandise.Sincerely,Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I don't agree with statement above. It states, "We verified we had the correct corresponding replacement remote and **. [redacted] instructed us to proceed with replacing it." He should have mentioned before programming the remote that the auto start feature might not work instead of waiting until after and not to mention it was the wrong replacement. If it was the correct replacement the auto start feature would have worked and I proved it by coming in and showing them the original remote was working just fine after I cleaned the contacts on the original. It also states that the original remote would not work with the new one programed because of a security feature. To this day my original remote has been working even when the incorrect replacement was programmed with my car. I was standing next to the car when the technician was programming the replacement, I noticed he made multiple trips back into the store to get a different remote because the ones he was programming wasn't operating the auto start feature.[redacted] the business brings up their policies and still makes money off of them. [redacted] If **. [redacted] was his own customer and was treated this way he would disagree with himself.Sincerely,[redacted]

Poor Customer Service from employee [redacted] ( he may be owner .)Also Verbal agreement was not ahered too .I took my vehicle to sun n sound was quoted a price of 350.00 upon going to pick up my vehicle was told price would be 743.00 when I question [redacted] on it he told me he never quoted that price , when I asked him why he didn't call with the higher price he told me he the price he gave me was for labor only not parts when questioning him again he could not answer . I called the police , [redacted] told police I "ripped my keys from his clip board and tried to take my car " which was not the case .So in return I asked him if he could lie about that , could it be possible he lied about the quote. He was ver rude and unprofessional and in my opinion a liar. I paid the full price so I could not get in any trouble ; however I would like the difeernce of what I was quoted and what I had actually had to pay.Desired SettlementI would like the differnce of the quote and what I was actually charged 341.44Business Response Customer Mr. [redacted] arranged to drop off vehicle to have power moonroof evaluated for a repair. Roof was stuck open. We evaluated and worked up an estimate which was $279.00 for a parts rebuild kit and estimated the labor at $350.00. When we called Mr. [redacted] , assuming maybe on a cell phone , we gave him the pricing and he immediately asked us if the parts could be ordered overnight and he said he would pay the additional cost. The parts where ordered the job took approximately 5 labor hours (labor rate posted is $95.00 per hour) and we called Mr. [redacted] to inform him his car was ready. He sent his wife to pick up the car and she insisted he was told the entire job including the diagnostic portion was to be $350.00 . Obviously that was not correct and the next thing we realized the keys for the vehicle where removed from the repair order that was on the counter, she admitted taking them and would not return them to us and refused to pay. The police where summoned and Mrs. [redacted] was informed she would have to pay the amount owed , she threatened to leave with the car, and was informed by the officer that she could be charged if she did. Then after a lengthy discussion and many accusations she paid the amount with a credit card. We checked with the local Chevrolet dealer service dept. in the meanwhile and they gave an estimate verbally over the phone for a minimum of $1250.00, for the same service we offered for under $700.00. We did not call people names and make rude accusations as Mrs. [redacted] proceeded to do ,so I would have to say if anyone was unprofessional or not adult about there actions it would be the [redacted]'s. Mr [redacted] had his own little verbal outburst when he arrived as well. The service was performed within the time and pricing as estimated and done correctly, they where not charged for the additional labor time it took and the only additional charge was the approximately $40.00 for the next day air that they requested and said they would pay for. We are sorry for the fact that Mr. [redacted] may have not heard the parts price that was given before the labor. We had no way of knowing that, however after the fact we obviously did not overcharge for the service by any means. We where not asked to send a written quote, which we would have gladly done. We followed the normal routine of doing a legitimate business doing a diagnostic ,calling with estimates before any work was done for approval, and proceeding to perform the work on time and within estimate cost given, after telephone authorization was given. Consumer Response [redacted] never mentioned a price of 279.00 had he done so why would I have gone in there thinking I was to pay 350.00. [redacted] is correct in saying we agreed to pay cost of over night shipping of parts , although I was never given a reciept of this cost to know the actual amount. He states that the labor rate of 95.00 per hour is posted , and that maybe be so , however he himself states a verbal agreement was made therefore I feel he should have included this in the amount he quoted , how else would I have known this wasn't his actual price .Never was another phone call made to us to inform us that the price went from 350.00 to over 700.00. He is also correct in stating I took the keys from the counter , he is not correct in saying I took them from the repair order . He left the keys on the counter when he took the repair order in the back room to add additional charges to it .After taking the keys I went outside and I phoned the police . Never did I threathen to take the car, had I wanted to do this I would have done so while waiting for the police to arrive. I asked the officer to go in with me to pay the 350.00 and then I would leave , [redacted] told the officer that if I only paid the 350.00 he would press charges for stealing his parts.Having never been in trouble I paid the full amount and decided to pursue this with the Revdex.com. The only accusation that was made was me calling him a liar and asking him if he slept well at night ; to which he replied " I sure do "The reason I said that to him was because he told the officer that " I went over his counter and ripped the keys off his repair order "when I called him out on this the only thing he had to say was "you have the keys , don't you "My husbands only outburst was he told [redacted] that he would make sure everyone knows not to do business with him.I feel it to be irrevlevant him stating a local dealer quoted him a price of 1250.00. I'm positive if I shopped around I would have found cheapier or at the very least somone who would have honored the price they quoted. We only did business with him because at that time he was the only one who could take us right away .It really was against our better judgment considering some 20 years ago or so he did the same exact thing . In fact if you check Yelp.com you will find several complaints from costumers for the same reason. If this is was he calls a professional , legititmate business , then shame on him. I am aware that if [redacted] does not refund my money then my next step will be contacting the media or court could you let me know the protocal , would I need the Revdex.com to help with this ? Sincerley [redacted]________________________________________Final Business Response As stated previously, the conversation with Mr. [redacted] was over the phone, possibly his cell phone, not sure. The estimate given was for parts & labor & then additionally for over night shipment of parts. So it's obvious that parts where required as we discussed shipping overnight! The labor was given separately as it should be when estimating as we always do. We even give sales tax as it does make quite a difference in the total amount. I can not say what Mr. [redacted] heard, I can only attest to what I said when conversing with Mr. [redacted].