Complaints

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.

• Initial Complaint

  Date:03/08/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 visited True Customs and ordered a part for my truck (a speaker). They promised the part will be available on a certain date and it wasn't. When I followed up, they said it'll take a few more days and I agreed to wait. When that date passed, I followed up again and they said the part is in backorder and they don't know when it'll be available. I then asked to be refunded for the part (since the labor/work has already begun on my truck) and they refused because I left a bad review on yelp. I then disputed the charge with my credit card company which denied the dispute and to this day, keeps asking me for additional documents that I already provided. So now I am without the part, and $1,300 short. The merchant never replied to my email to them and my credit card company keeps denying my dispute.

  

  Business Response

  Date: 03/13/2024

  Good afternoon ************** came to us looking for a box for his ****** Tacoma that he saw online with a company called ***********, this online company that sells car audio and other electronics. ************** had done the research and had a specific part number and asked us to order it through our store. He also purchased other equipment that we had in stock and proceeded with the installation of an amplifier with wires needed to give it power, we did this in order to save time in installation for when we receive the ** Audio box he asked us to order. When we did the order of the ** Audio sub box we were very clear that that was a special order and it would take up to 3 to 4 weeks to build from ** Audio. (On CRUTCHFILD website said it was not available) but we were able to get it. After a about a week and a half we received the ** Audio sub box, we called ************** to set up a date for installation, but he did not answer, we left a message and that same day he just showed up. We showed ************** the idem and he asked us to install that day, but we were very busy and it was after 5:30 pm I had advised ************** to make a appointment so it would give us time for installation, ************** said that because we had installed the amplifier it would take 20 min to install the ** Audio box. I explained to him it would take longer than what he thought and we have other cars that we were working on and had to finish them before we closed at 7pm. ************** became very demanding and said he did not care to wait to do what he had paid us and wanted it done immediately and did not want to wait another day, he also started telling us that he likes to leave reviews on line and that it always works in ****************** favor to get what he wants. ************** came back around 7pm and we had barely started working on his ******, we stayed after hrs just to keep happy, ************** did not even appreciate that we stayed after 7 pm, After we found out that the ** Audio sub box was not the right one for the truck we tried working with ************** to try to find a solution. Our invoices clearly state that there are no refunds or cancellations on any special orders. We here at True Customs always try to find a solution with any of our customers if there is ever a concern. We offered to order the right one after we researched together and found the correct box for his ****** and that we would keep the first one ************** asked us to order. And ************** agreed and seemed please because ************** knew he had made a mistake and was not stuck with a sub box that would not work with his ******. We were also very clear that ** Audio would take up to 3 to 4 weeks to build and ************** agreed. After about a week passed by and ************* started calling and asking where the box was, ************** said that the other box did not take that long and why is this one taking longer, I told him that ** Audio has to build it and I reminded him that it would take 3 to 4 weeks and that only a week has gone by. Again he stated about writing a review that would hurt our store. Then a few days later he came in and spoke with us and wanted his money back, but we explained to him that ** Audio had already been ordered and that we had made an agreement. ************** started to get very pushy and told us that he did have to go through with the deal, we were from the beginning very clear on our store policy on special orders. We also told him about the 35% restocking fee but he refused, then ************** was not clear on what he wanted to do when he left the store. ************** never called us or came back to True Customs after the reorder of the new box. He proceeded with leaving a review with untruthful remarks, but nevertheless we want to take care of the customer and find a solution. We called ************** several times and left messages, ************** never responded. Now this was back on 04/05/2023 and during all this time he has never stopped by or called us to see what we can work out, we are still willing to find a solution. We are willing to give him the 1st box he had asked us to order or we can take 35% of the restocking fee that is clearly stated on our invoice and give him store credit. (But only on the box) Please let us know if there's anything else you may need from us, you may contact me ************************* (Manager) ************ thank you for your time and help in the matter 

  Customer Answer

  Date: 03/18/2024

  Appreciate you taking the time to respond, however there are several errors in your response. 1.You are the professional, and it is your responsibility to tell the customer if the part he is ordering is the wrong one to fit his vehicle so it was on you to tell me when I came to you, that the part I'm requesting will not fit, and should have suggested what is the right part that needed to be ordered. 2.Not only did I never hear from you, you also did not bother to respond to the email I sent you. I can provide calls history to show that I have no missed or unanswered calls from you so you most definitely did not try to reach out to me at any point after we parted ways. 3.I did not simply show up - I actually called before coming in to ask if today was a good day, calling out that I am aware you are closing in 2 hours and specifically asked if you want me to come today or another day. You said 'we got you' so I came. I then had to call an uber to take me home, and another one to bring me back. When I arrived 2 hours later and noticed you did not perform any work on my car, that is when I got upset because you said you will be able to fit it in your schedule before closing. Not only you weren't, you also didn't bother to give me a call to tell me that I shouldn't come pickup my truck because it wasn't ready. So I wasted time, and again money, without getting anything in return. 4.I have lost all trust in your business - I am not interested in parts nor labor. I don't want you or anyone on your team to perform work on my truck. I am asking that you keep your 35% restocking fee that I've already agreed to, and that YOU have already agreed to as well (and only changed your mind after I posted my review) and that you refund me the rest of my money. If you are not willing to do that, the only other option is that you order the right part (for my truck) and that I will come pick it up, since it makes no sense for you to offer me to pick up a part that doesn't fit my truck. 
  

  

  Business Response

  Date: 03/28/2024

  Good afternoon, we have checked our email and we don't see anything you sent. Our email is ************************************* We have always tried working with you to find a solution even now after the time that has gone by. And you are right we did offer you to get the right box at no extra charge to you and you did not want to wait, you changed your mind, we did not change anything after any review. Why would we do that? Anyone is *********** their opinions and thoughts. We have been very straightforward with you. You came to us and you were very specific about what you wanted us to order for you. You have done all the research and you told us that the box that would work on your ****** and we took your word. You are very demanding and seem very confident at the same time. Nevertheless we are not here to keep wasting your time but to find a solution. We have the box here (the 1st one) you can come pick it up or like I had mentioned before  or you can have store credit after the 35% of the box price. If you read our invoices it states we are *********** keep any items left here at True Customs for over 14 days. **************, we are trying to find a solution and we are offering this deal for you, you don't have to do any service if you don't want but find something that we have here such as store credit, amp,speakers,radio or even some tires. We are being fair. We need to go over the price of the box and see what is the remaining credit after the 35% If there's anything else you may need for me please feel free to give us a call ************ ************************* (Manager)  

  Customer Answer

  Date: 04/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************