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:07/18/2024

  Type:Service or Repair 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.

  Vehicle was dropped at Caton Radio 4/18 to have radio replaced, review camera installed. Agreement was to have Caton Radio complete work and customer would pick vehicle up on Sunday *********************** would leave car out with keys locked in it-not during normal business hours). Customer arrived at ********************** on Sunday 4/21 approx 1 pm and vehicle was not available/locked inside bay, outsite business hours. Vehicle was delivered to customer approx 6 pm. Vehicle would not start the following day-4/21. Was advised by **** (owner of Caton) to get new battery. New battery purchased and installed 4/22. Customer experienced problems with new ********************** and vehicle ignition. Returned to Caton 5/9 - repair/update not complete. Plan to return 5/16. 5/15 battery was drained/car would not start. Car towed to customer's regular repair shop. Problem identified as review camera being incorrectly wired which caused battery to drain. Wiring issue repaired. Returned to Caton 6/10 to complete 'update' to system that was not completed 5/9. Provided Caton Radio with documents included here regarding battery replacement, repairs and subsequent expenses due to car being unavailable for use. Customer has followed up several times and has not received any response from **** to discuss remedy.

  Customer Answer

  Date: 07/18/2024

  I have followed up several times via phone/text/email with the company as well as left copies of documents attached here with the front desk person, *******.   **** has never contacted me to discuss this.  
  

  I would like to be at the very least compensated for my out of pocket expenses as a result of the mis-wired components, as well as subsequent travel expenses when my vehicle was out of commission.  (Ive driven to Caton radio 2 additional times, approx 1 hour each way, plus the time to get the battery replaced and travel to/from ATRV repair shop.

  Business Response

  Date: 07/22/2024

  To whom it may concern:

  Firstly, we are very sorry to hear that the customer is unsatisfied with the products & services we provided.

  To address the issues mentioned let's start with the pick-up issue. The customer asked to pick up the car on a Sunday knowing we are closed. We spoke with the customer about meeting her at the shop to pick up her car on our day off because this area is known for break-ins especially when a car has a high-end aftermarket radio in it. We recommended leaving the car locked indoors in a garage bay to protect it. It was highly unadvisable to leave this car outside over the weekend. The customer is correct that we were not able to meet at the agreed to time on our day off. This is why we went beyond, above & beyond to help the customer. We drove the customers vehicle, with her permission to her hotel so that she would not incur more lyft fees on our rare day of rest. 

  The second issue that was mentioned by the customer was the no-start issue on 4/21/24. When the car was brought to Caton Radio, before any service was performed the vehicle required cycling the key 2 times in order to start. As we were later able to start the car, we pulled it into the garage bay and performed the desired work. The customer was notified that the car had starting issues prior to service. This is further verifiable simply by ****** searching ***** Thunderbird starting issues" or ***** Thunderbird electrical issues." Through either search it will become apparent that these vehicles are plagued with electrical issues, some of which inhibit the car from starting. The customer came to ******************** the following day (4/21/24) at which time we performed at no charge courtesy diagnostic of the customers battery. We informed the customer that regardless of the issue the vehicle needed a new battery as hers was more than 6 years old. The average lifespan of a battery is about 5 years. A 6-year-old battery in a car with electrical issues certainly isn't healthy enough to perform the necessary functions of the vehicle reliably. 

  The customer later returned to ******************** to perform an update; however, the update could not be completed due to a cable incompatibility with the radio and the shops computer. The customer was requested to return at her convenience any following day as a new cable was ordered by Caton Radio to rectify this issue. Caton Radio scheduled 3 appointments for the customer to come back for warranty work. The customer never returned. Each time ******************** blocked off a 3-hour window for the customer. In doing so ******************** missed out on 9+ hours of work that could have been performed for other customers. This is extremely detrimental to a small business. Nevertheless, we continued scheduling appointments for the customer who had no concern for the fact that she was causing a small business to lose out on many opportunities to service other customers cars. 

  The customer it appears took her car to mechanic to have our work diagnosed. The customer provided an invoice stating that the reverse camera was "tied into the reverse signal." This is completely normal installation practice. This can be verified by calling any aftermarket 12-volt specialist shop. This company states that on 2004 Thunderbirds that circuit is "always energized." This may be true, however Caton Radio was never afforded the opportunity to perform any no-charge warranty services on the customers car. Furthermore, ******************** blocked off time to work on the customers car several times over without the customer showing up.

  When the customer returned on 6/10, she presented the front desk staff with a bill.  Unfortunately, all automotive shops and pretty much every company under the *** performs its own warranty work. Caton Radio is no different. If any customer ever has an issue ******************** is proud to offer a Lifetime Guarantee on its labor. Caton Radio also goes above and beyond by taking on the manufacturer's warranty so that the customer is never burdened by having to deal with a third party. This is a rare service, not performed by most companies, that Caton Radio proudly offers all of its customers on parts purchased from us. 

  In summation, Caton Radio is greatly sympathetic to the costs that the customer has incurred by taking her car somewhere else for service. Naturally we would not have survived for 95 years as a business by leaving customers unhappy. Our customers and their referrals are 100% of our advertisement as we do not advertise. Our happy customers are our advertisement. Unfortunately, sometimes customers may have an issue in which case we are here to support them for as long as they own the car as is the case here. This customer still has a lifetime guarantee on our labor as well as a 1-year guarantee on the products purchased from us. We are more than willing to warranty our work/parts at no charge to the customer. However, like every company in *******, we can't pay a customer to have another shop warranty our work. 

  If you have any questions, please feel free to give us a call at ************ to further discuss.

  best regards

  -**** ***

  Customer Answer

  Date: 07/23/2024

   
  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.
  
  Sincerely,
  
  ******* ********