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Business Profile

Sound Equipment

Sound United

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sound Equipment.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/11/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My Marantz AVR started having issues this summer. I paid nearly $2,000 for it. I purchased it online from an authorized Marantz ********* is under warranty.I called to initiated warranty work. An employee at ******************************, gathered information from me. Serial number, stated issue, proof of purchase, etc.I told him I no longer have the original box. He said that is normal, and they will send me a box. The warranty process involves me choosing an authorized service center to ship the unit to.******* told me it's important to have a proper box, because if it's improperly shipped it could void the warranty.This unit is central to my home sound system. So for over a month, I have not been able to use my speakers, turn table, or other devices. TV only.On July 7th I got ******* everything needed for the warrant work - I chose a service center, and ******* told me **** business days until I get the shipping box.On business day number 10, July 21st, I still didn't have the box. I emailed for an update with no response. I got a response days later and I was told "something went wrong" and they needed my serial number again. Starting the entire process over. Then ******* stopped responding to my emails.So I called.I was told he no longer worked there, failed to set the case up correctly, and the whole thing 'slipped through the cracks'. I talked to someone named *** on the phone. I said they should overnight me a shipping box since the delay has been so huge. He put me on hold, came back, and said he could overnight the box either that day or the next.The week ended, and I still didn't have a box.I asked for supervisor escalation. *****, the supervisor, offered no solution for this issue. He simply said I have to wait **** business days again for the box. Making no mention of the formerly approved overnight shipping.He and their support are now stonewalling me. They are telling me I have to wait ***** hours just for an email reply from a supervisor.

  • Initial Complaint

    Date:04/12/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Marantz AV receiver SR-**** and I've been having problems with it. it's still under warranty but I'm not getting anywhere with tech support I've spoken with **** but now he won't return my emails or calls.

Sound United is NOT a BBB Accredited Business.

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