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:03/28/2023

  Type:Product 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.

  As part of purchasing our new home in *******, ********, built by Wonderland Homes (Brightland Homes) we worked with HomeRun Electronics for an in-home sound system. This system included six speakers and a Sonos amplifier. We began speaking with HomeRun Electonics on August 24, 2022, and had a virtual meeting with a representative on August 31, 2022. During the virtual meeting the representative explained what we would need for our in-home sound system. We then received a change order from the building including the items for the sound system. We received no additional follow up from HomeRun. The six speakers were all installed by February 10, 2023, the date of our pre-closing walk-through. At this time there was no Sonos amplifier installed or delivered. We moved into the home February 28, 2023 and reached out to HomeRun to set an installation date on March 2, 2023. On March 6, 2023 we received a follow up email from HomeRun and began to exchange phone calls with the representative. At this time we noted that we had not received the Sonos amplifier and would like a refund on this equipment ($1,023.00). We began to pursue a refund for the equipment we had not (still have not) received via our Wonderland sales representative as well. I also called HomeRun electronics to pursue a refund. As of March 17, 2023 we still had not received the equipment and still had received no communication about a refund. On March 24, 2023 we received a voicemail from the Wonderland sales rep that a refund would not be possible because too much time had passed. On March 27, 2023 we attempted to call HomeRun electronics 5 times, attempting to reach the commercial division manager (3x) and the president (2x). Messages were left with each attempted call. During the day at 11:30am on March 27, 2023 we received a phone call to set up delivery of the equipment. Please help us get a refund for this equipment we have not received and now do not need. Sincerely, *****************************

  

  Business Response

  Date: 03/29/2023

  The complaintant, not named here per BBB's instructions, opted to include an amplifier to power their speakers during the design portion of their new home build and found out at a later date that they already had a piece of equipment which would perform that function. In this case, as the cost of the equipment was included in the contract for a new home purchase, the equipment was technically purchased from the home builder and not directly from HomeRun Electronics. It was for this reason that it was the builder's decision as to whether or not a refund could be issued. Ultimately the builder declined to issue a refund because the home had been closed and the contract executed.

  The complaintant left me three voicemails on a day that I was unable to answer the phone, to which I replied immediately the following day. We have since spoken a few times and have come to an agreeable conclusion. We believe this issue has been resolved but if the complaintant feels otherwise, I would welcome the opportunity to speak with them again to see what else can be done.

  We do admit that there were some communication lapses on our part in early March which we are taking steps to address, and we appreciate the complaintant bringing that issue to our attention.

   

  Thank you,

  Customer Answer

  Date: 03/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Our conversation with the representative was positive and he was committed to a resolution. 
  
  Sincerely,
  
  *****************************