Complaints

This profile includes complaints for Audio Zoo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Audio Zoo

  4388 Mercer University Dr Macon, GA 31206-4188

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  Audio Zoo

  1262 S Houston Lake Rd Warner Robins, GA 31088-2707

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:01/30/2023

  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.

  I purchased a dash cam that was defective. I have tried to work with Audio Zoo to get one like the one that's defective. They placed a loaner in my car until they resolve the problem. Billy the owner is aware of the problem but I keep getting the run around from the sales person here. I want a refund now.

  Business Response

  Date: 02/17/2023

  This customer purchased

  a *********  ***** ****** ** ******22  and installed on ***/22.  All  product warranties are with the Manufacturer.

  We will take care of any product we sale for 30 days no questions asked barring any physical damage.

  She contacted us in ******* of '22 complaining for playback issues.

  We made an appointment, had her come by. The shop inspected the entire installation to no issue found, 1.5 shop hours.

  Spent another 1 .5 hours on tech support with manufacturer of product, determined issue was in playback of SD card, which was also inspected to not be the OEM SD Card.

  Manufacturer said they may be able to repair unit once they receive unit, but could not promise, also let us know due to chip supply shortages that model had been discontinued. Repair time was not given by manufacturer, but estimated could take more than 6-7 months if repairable.

  Tech time billed to shop 3 hours at expense to company of $255.00 to compensate techs.  Mrs ***** was not billed, even though her warranty with us is for labor failure- which this was not.

  Supervisor on duty explains to her its no longer made, that  we would go even further for her and see if we could get something done via the manufacturer to do an exchange.She contacted the store on a regualr basis asking if anything has been resolved, which we trying to even though this situation is completely not the responsibility of the Audio Zoo, inc.  I actually received one of her calls in Warner robins one day and listen to her tell me how we better do something and that we better give her a loaner and etc.  I explained to her once again, one there are not loaners for drive cameras as they do not affect the driving of the vehicle., Two, her camera has been sent in before they will commit to exchange, or 3 we could just exchange her to a different model of the same value and at no extra charge.  I did this to go the extra mile, even though Audio Zoo has no obligation to do so.

   

  She came in on *****, a Saturday, also a day we do not take in any type of warranty work, but again, we did to appease Ms. *****.,  We did the exchange to the ******* ** camera, did a complete de-installation (1.5 hours) and a complete new installation ( cameras use different cabling and connections) another 1.5 hours.  At another cost of $255 in labor cost paid out by Audio Zoo for the techs. At that time we felt we had satisfied Ms. ***** and had went well beyond any duty due to her.
  

  ***** i hear back i notified by the manufacturer that the camera has a damaged SD pin port, and they determined that not to be a manufacturers defect in build.  I asked if they were going to be able to credit the unit considering we already had exchanged our end user.  Best they could do was a partial credit of 169.  I accepted that considering we had already spent this amount of money and  time.
  

  The next time we heard anything from her, was sometime in ******* asking when her camera was coming back in....She was told she was exchanged already and what was she talking about.. She states she does not like the appearance of the new camera.  Not the functions, the performance, just to her its not as nice to look at.  And wants one exactly like her old one.  Again we explain to her that model is no longer made, there is a new version but is s considerately more money.. She tells us that is our problem not hers.   We again try to offer her a settlement, again, Audio Zoo is now $640 dollars into her $299 camera, we offered her to get the new version of her camera and pay the difference and we would once again eat the labor difference. 

  Next we get this complaint.

  At this point, I feel there is no way to satisfy someone that this company owed absolutely none of this effort to, But still acts as if we are at fault and no matter the expense we better....

   

  The final offer stands

  Either keep the like model, same value camera or pay the difference for the the upgraded version of what you had, and we will also NC the installation. Other than that, we feel that Audio Zoo, Inc has done far more than is required for us.

  Respectfuly

  Bill L*****r

  President

  Audio Zoo,Inc