Complaints

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• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair 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.

  On 1/03/2023 I took in my guitar amp for service. I was told that there would be a $50.00 dollar deposit that would go into the cost when unit was checked I approved the service. So I left the unit and called to check the status of the unit on 1/06/2023. I was told that the unit had not been inspected so I told the representative that I was going to pickup my unit and asked if I was going to get my deposit refunded and she said no even though no service was done. I was never told that the deposit was not refundable and when I started to question her she hung up on me. I went to pickup the unit and asked again about my deposit and also ask where it was posted on nonrefundable deposit and after asking the question I was told to get out. I don't believe it is right to charge for no service.

  Business Response

  Date: 01/10/2023

  Hello, 

   

  My name is ***************** and I am the office manager of Deltronics Woodridge. When units are dropped off, we tell every customer it is about a week to take a look at any unit that is dropped off, we look at everything the order it comes in. The $50 deposit is the bench diagnostic fee for taking a look at the unit and is always applied towards the final repair cost. When ********************** called 3 days later asking for his quote, I explained to him again that it's usually about a week to take a look at the unit and that we were on the quotes from the day he had dropped off the unit and we should have something before the end of the day. He said that we were too slow, even though he had been told it would be about a week, and said he was going to pick up his unit. He asked for the deposit back and I explained that since he was refusing service, the deposit was non refundable. I have multiple signs up front stating repair time, and deposit, pictures attached. I did hang up as he was screaming at me, and would not let me explain any further. When he did come to pick up, I tried to explain this to him again and tell him about the signs right at the register, but he put his hand up, told me to shhh, and proceeded to yell at one of my techs who had nothing to do with this. When the owner is back, I should be able to provide our camera footage of this incident as well, I just don't have access to it as it goes to the owners phone. We grabbed his amp and he proceeded to yell at my tech while we were helping other customers, so I did tell him he needed to leave. 

   

  We moved to this new store front in February 2020 and I have had all of these signs up since we moved into the new spot since these were all things we constantly got calls about. Working in customer service, it gets very old very fast answering the same questions, which is why we do have the signs as well as our outgoing message that states this when people call in as well. 

   

  Please let me know if there's any other information I can provide. Have a nice day!

   

  Thank you, 

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18697049
  
  I am rejecting this response because: As in Kara  **** own word the deposit was for diagnosis of unit and the unit was never diagnosed. I understand if a technician had spent time checking the unit without a doubt I would expect to pay for service. Also in her own words she first hung up on me on the phone when I tried to reason with her and ask her where it was posted on the receipt or in the store that the deposit was nonrefundable. When I went in since she had already hung up on me before I really did not want to deal with her. But she continued and could deal with people questioning her authority she kicked me out. Even though I had just paid $50.00 for no service rendered. I would have accepted the charges if she would have showed me the no refund posting not on receipt or in store. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/16/2023

  Hello,

   

  In my previous response, I did in fact send a picture of the sign we have in the store stating this. As we have both agreed on, he would not talk to me once he was in the shop and so I could not show him the sign we have, which is also next to a sign showing we do not do expedited work. The tech he did agree to talk to is only there to help me up front if it's busy. He has nothing else to do with running the shop besides the repairs he does. He did not know we have this sign, not even the other 3 we have u p front as well. So I cannot fault him for not knowing, as it's not his job. There is in fact a sign posted.

   

  Thank you,