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:03/08/2023

  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.

  I was told my could would be worked on starting at 11 am my car was pulled into the place for service around 10:48am I called about 11:30 am saying Im checking on the car do they know about what time it will be done as I told them beforehand I have kids to pick up at three she said Im busy cant tell you so I went up there at 1 to wait on my car when I got there my car only had the cam out on (two screws to put it on) the radio had not been touched at 1:37 they started work on my car and was done by about 2:30:2:40 during my time there I was Criticized by the manager stared at continuously by the manager and was told to stop watching them work at it made them nervous yet I am paying $95 an hour for then to work on my car over all they did about 1 1/2 hours with of work and charged me for three hours then locked my car in the place and refused to let me pay I would never have gone there had I know I would be paying for them to sit around and vape and fix other peoples cars in the picture you can see my radio has not been touched even tho it has been sitting like this for hours this pic was taken at 1:37 pm after they started at 10:40 something in the morning they are not worth 95 dollars an hour and they way I was talked to after that was just unacceptable I was told when I asked how much longer I should just go pick up my child thats more important but had they actually worked on my car at the time agreed and had it ready at the time agreed I would have been on time I did not feel safe leaving my car unattended so o had to pay someone to pick my child up from school as they were not done till after 3pm

  Business Response

  Date: 04/01/2023

  On 3/7/2023, ******************************* came into Expert Electronics, **** to have her current OEM head unit replaced with an aftermaket radio and backup camera she had purchased elsewhere.  Prior to coming in person, she had called to ask for an estimate.  We explained the parts necessary would be around $65 and the labor would take 1-2 hours for the radio and 1-2 hours for the backup camera, at $95/hour.  **************** came in, we created her ticket and took her keys.  She explained that she had to pickup her children and the vehicle had to be completed by 3pm.  We as a business do not take appointments.  We work on a first come first serve basis only, which is explained to every customer who calls and/or visits in person.  As the day moved forward, vehicles that were taken prior to ******************** vehicle had taken more time than anticipated.  Because she needed to have her vehicle by 3pm, we removed all three technicians off of whatever work they were on and had everyone working on ******************** vehicle together.  We began working on her vehicle around 12:30/1p.  **************** came into the shop around 1p.  She was standing adjacent to the install bay.  We politely asked her to wait in the designated waiting area, explaining how anxiety tends to run higher when eyes are fixated on the technicians.  Moreover, if anxiety is higher, the probability of mistakes occurring also increases.  After putting all employees on her vehicle's installation, we were able to complete everything in a little over 1.5 hours, which was at just before 3pm.  We have attached her receipt as a reference, which shows she was checked out at 3:17p.  Before we were able to complete the transaction, **************** had expressed she needed to pick up her children at 2pm.  We explained, we felt she had said 3pm, which was written on her ticket.  We have attached her ticket as reference.  Because of this need, we asked if she would like us to continue or would she rather we stop, pick up her children and return at a later date.  We were empathetic to her situation and expressed our comprehension that the installation was not as important as pickup up her children.  **************** chose for us to complete the installation.  Once completed, she proceeded to complain and contested the amount of $309.97 before tax, $327.02 total.  As mentioned before, we have attached her receipt.  Besides parts, we charged her for 2.5 hours of labor.  She asked why we were charging for 2.5 hours when we only worked on her vehicle for 1.5 hours.  We explained we had 3x employees working on her vehicle for 1.5 hours.  Because of the number of employees each working for 1.5 hours, we should be charging for 4.5 hours.  In addition, when she first called, she was told the complete installation would take 2-4 hours, at $95/hour.  However, we wanted to deescalate the situation and decreased her total to the amount shown on her receipt.  **************** did not seem to comprehend our logic and chose to call the police.  Once she called the police, we ceased our conversation and told her we would only speak to the police when they arrived.  After 15/20 minutes had passed, **************** requested to pay her bill.  We explained because the police were called, we were unable to settle up until after they arrived for liability reasons.  **************** walked away for about 10 minutes and again asked to settle up.  Because she was calling staff names and acting belligerently, we chose to allow her to pay her bill before the police arrived.  While running her Debit Card, **************** said, "that's right, you are not dealing with no broke B**ch."  We then pulled her vehicle out, gave **************** her keys, thanked her for patronage and explained although we would warranty our current work, we would not be able to take on any future work with her.  As she walked away, she said, "you are not done with me."  After **************** was no longer in the building we proceeded to call the police to inform them their service was no longer necessary.  They informed us that they were never planning on coming, they had explained that the situation was not a problem they worked on.  Finally, we have attached several receipts for other customers who had similar work done to show the total of Ms. ************************* is comparable to other customers.