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Business Profile

Home Electronics

Finesounds

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Electronics.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:01/23/2023

    Type:Product Issues
    Status:
    Answered
    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 Rotel RSP-**** MKII (a surround sound pre-amp) from the store at which I was working for on 4/22/22. There was a problem with it out of the box. I stopped working for the business (which is now closed), so I tried contacting the manufacturer directly on three occasions. No response.I finally found the distributor Finesounds and received my first email on 10/3/22. I described the issue in detail and that I was an audio professional. I supplied them with much information, including several videos exhibiting the peculiar issue (truncating the beginning of audio upon playback) .Still, I did not receive an return authorization until 11/1/22. The number they gave me was RMA-FS-****. This ended up being the wrong number assigned to the unit.I shipped the unit in its original box via *** with the wrong RA number. It was signed for upon delivery. I contacted them a few days later and they claimed it wasn't in their system. Eventually, they discovered that they had given me the wrong number to put on the label. The correct number was RMA-FS-****. The unit arrived on 11/14/22 and to this day has not been evaluated under their warranty. I have sent repeated emails and called twice, actually speaking to someone named *** (who was also the email contact). I asked that since I also work in the business that maybe a little professional courtesy could be shown and they could repair and return my unit sooner rather than later. I have never had a repair take more that **** days in the past.The unit retails for $3800, so it's a bit of an investment. They still have the unit now after 67 days! I fear that they will say that the unit is fine and just send it back without being repaired. At this point, I think the fair thing to do is send a new unit or refund the purchase amount.

    Business Response

    Date: 02/07/2023

    Hello,

    I am writing in response to what is the second notice from the BBB regarding one ********************

    I am responsible for the department with which ******************* complaint resides, and the issue with this customer has been resolved.

     

     

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

    Product Support Supervisor

Finesounds is NOT a BBB Accredited Business.

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