Complaints

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• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Thank you for this communication.  As to their statements I will offer the following rebuttal.  The basic purchase date facts are accurate but thats where the veracity of their position ends.  I, like most of their customers and people in general, am not an expert in their corporate structure.   I purchased their AWOL Vision projector and their AWOL Vision Floor Rising 120 inch manufactured screen first and then followed up with the purchase of their very own AWOL Vision made projector cabinet.  All of these products still show on. their website and have attached that address for your convenience ( **************************************************************************************************************** ).  There was a significant delay in receiving the cabinet but as soon as it arrived and I installed the projector I immediately noticed that these three items all designed and built by AWOL Vision are not even engineered to work together and to normally project an undistorted image onto the screen.  If the screen was left on the floor behind the cabinet probably as much a a third or more of the projectors image will be projected onto the walls to the side and the ceiling above.  After notifying the company I was told that - 'oh yeah, you have to either buy or build some risers to lift the screen up so the top edge of the screen mechanism is even with the top edge of the cabinet'.  So, I did build my own risers and the projector is still NOT compatible as even after I set all the available internal adjustments as much as possible a still significant amount of the image spills over to the walls on the right and left as well as the ceiling.  Further, after maximizing the internal settings to 'shrink' the image to fit as best as possible the image has now become distorted.  As I was speaking with the various representatives of the firm one by the name of ****** (sp) said he will take care of this screen issue for me by me returning the floor rising one to exchange for a 150 inch wall mounted one with a reduced cost for the new screen.  I have this conversation in written form.  He also stated that there would be a restocking fee.  That struck me as odd because it is not mentioned anywhere on their website.  No one ever said there would be an additional upcharge fee but I would be willing to pay the differential to get this matter resolved.  As an aside, after I contacted the firm about their first cabinet, which turned out to be defective, they send me a video as to how to fix it!?  They wanted me to do their warranty repair!  I declined to do their warranty repair.  I told them that I did find a high end Home Theater person that would do it but they would charge several hundred dollars.  As is their prerogative, AWOL rejected that offer.  They did send a replacement but now they want me to reassemble this 330 pound combination of cabinet and shipping enclosure which at 70 years old I am not willing or able to do.  It cost me $205.00 to get the first cabinet moved from where it was dropped in my garage to my home theater in the basement.  They generously offered to reimburse me for this charge but as of this date I have not received a check.  I have reached out to the two kids who moved the first cabinet to now help move the second one but they are so upset with this story they now refuse to assist.

  So, in summary, here I sit with close to $10,000.00 of 'stuff' in my basement that doesn't work together and they, AWOL Vision collectively, refuse to follow through with their initial commitment to do so and I'm left staring at an old defective cabinet and an empty shipping crate.  Ohio law does provide relief.  If they don't retrieve their items I can claim them.  This is the same law as if one had a car towed and didn't claim it then the towing company can sell it and retain the proceeds.

  What I need is for them to get someone to my house asap to move the cabinet into the shipping container, reassemble and seal the container and take it away.  I also need a resolution on the screen.  If theres an upcharge I was never told but I would be willing to return the floor rising screen for the wall mounted and pay a reasonable difference to enable all of us to move past this and onto better things. I still have the original box that the screen came in.

  Thank you for your assistance in this matter.  I will be forwarding this communication to the other state and federal agencies I mentioned to you and have filed with initially.  They all have requested an update as to our progressx on working this matter out.

  Regards,

   

  ****** ********

  *****************************

  **********, OH 45242

  Business Response

  Date: 08/06/2024

  ******************** purchase a projector and screen from AWOL Vision during our Black Friday promotion in Nov of 2023. The products were shipped to him and arrived within the advertised time frame as listed on the website. 

  He then proceeded to order a cabinet from one of our external dealers. The cabinet that he ordered is not made for the type of screen that he originally ordered. We have no record of ******************** contacting AWOL Vision to check the compatibility of the cabinet he ordered from Dreamedia. If he had, our service techs would have advised him that it was not the correct cabinet. Although it could be used with the screen he ordered, it would need some modifications, which AWOL Vision does not offer. Our dealer also confirmed that they simply ordered what ******************** requested. No confirmation on whether he was ordering the correct item for his set up was discussed. As for his claim that AWOL Vision promised to replace his 120 inch floor rise screen with a more expensive ALR C-150 150 inch fixed frame screen is incorrect as that ALR C-150 is a $5K dollar piece of equipment. Any exchange would have incurred extra expenses.

  ******************** did experience a mechanical issue with his cabinet and  AWOL Vision corrected the issue by shipping him new replacement cabinet. The new cabinet was delievred to him today, August 6, 2024

  Delivered 06-AUG-24 12:17 CVG - Cincinnati *****************************

  Business Response

  Date: 09/16/2024

  AWOL Vision sells various projector, screens, and cabinets. The correct cabinet needs to be ordered based on the screen the customer is wanting.

  The cabinet ordered by Mr. ******** from ********* is not the correct unit for the configuration he had previously ordered.

  We have spoken with Dreamedia and they have also confirmed that they were not made aware of what Mr. ******** has previously purchased and had in his possesion.

  Had he had advised Dreamedia of what he already had, we are sure they would have quoted him the correct cabinet.

  As for the screen issue he keeps bringing up, we have asked for written confirmation of where AWOL Vision or Dreamedia offered a free exchange, but have yet to receive this.

  The ALR C-150 is a $5K screen versus the one he originally ordered. If this written offer was made, we welcome a copy in order to resolve this issue.

  If the original cabinet is ready to be picked up, then he should let us know as we have been waiting on his response to send for it to be picked up.

  Email communications is attached to this effect.