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:04/11/2025

  Type:Sales and Advertising 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 had an invoice that never even said the work that was done. I was charged multiple times for the same labor they never did. Lied about pricing and never told me the return policy.

  Business Response

  Date: 04/30/2025

  She received a refund for monies she paid out of pocket.  

• Initial Complaint

  Date:08/16/2024

  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 1-18-24 I purchased a stereo system from audiophile for my h-d motorcycle for the amount of $1,256.58. I returned on 2-02-24 to get the stereo installed and come to find I owed another $39.57 for a fee from my pay pal account. At this time they were working on getting parts together and I would still owe an installation ****** problem until 4 visits later because of lack of parts or parts ordered not needed,now it is 7-31-24and the installation man for the business (******)contact's me and they think they have all the right parts,and with the return of un-needed parts ordered my bill needs revised. So on 8-10-24 I set up yet another appointment for 8-16-24.I show up for appointment and am informed over an hour later waiting, they do not have all the parts. But Have a radio-not the one I ordered in January ,so as to end this unprofessional relationship I offered to take the different style radio and knowing parts I paid for were returned and should receive a reimbursement for said part-and the owner informed me there was no reimbursement and still had to pay them to install the system for a radio I did not order,I told **** that I would take the other system if there was no install fee he refused and told me I had to take the parts he had and come back for any other.i have never seen all the parts I ordered .I then informed him after all the mistakes I would just like my money back ,and he blew - i walk out of the building to leave. and he then proceeded to gather 4 items ,2 speaker boxes an amplifier and the radio I did not order and ran out from the back door of his building to my motorcycle and put it on top of my bike. That is still only 4 of 8 items i paid for.I had to call the police to get the parts off my bike and back in his building. I just want my money back!

  Business Response

  Date: 09/23/2024

  General Manager

  This complaint references a company by the name TopTrendUS. That is not our company. Wrong business. 

  Business Response

  Date: 11/07/2024

  ******* ******
  BBB response
  
  Re: 22155702
  
  This is a response to the above referenced complaint. Our administrative staff has reviewed the audio and video recordings of the transaction detail and we will address the entirety of the situation.
  
  Customer visited our store on January 18, 2024 and purchased electronics for his motorcycle. He signed the receipt which states that we do not offer refunds, but we do offer in-store credit.  We scheduled an installation 21 days after he purchased the equipment. The stereo mounting kit was ordered according to the customers abbreviated description of the bike but it was not the right kit.. When he arrived for the install appointment the tech noted that his bike had different features and it required a different kit. He was upset by this but we explained to him that since he failed to bring his bike to our store for observation as we requested, we could not be blamed for not having the proper stereo installation kit. We had never seen the customers bike before his install appointment, we ordered the most common kit but since he did not show us his bike we were left to guess which kit the bike required. Upon seeing his bike for the first time, we ordered the correct kit. The manufacturer stated that the kit was on a nationwide backorder and would be shipped as soon as they were available. Customer stated that he worked out of state and did not know when he would be able to reschedule.
  
  He called a few weeks later and we informed him that the radio installation parts had arrived. Installation was scheduled the last week of March.  The rear speakers which were ordered weeks earlier were confirmed by the manufacturer did not arrive in time. The manufacturer said that they had the speakers in stock at the time we placed the order, but in the day required to process our order, the company ran out of inventory of that model. The manufacturer failed to inform us that the speakers did not ship so we were caught off guard by this shortfall. We are sympathetic to the manufacturers because most car audio manufacturers are overwhelmed with business during the 2 month tax rush season. Trade problems and delays from ***** only compound this problem. Manufacturers are not to blame and dealerships like ours are not to blame. Its the way things are under an economic recession.
  We did have other model 6x9 speakers in the same brand so we were confident that the customer would be content with them.We explained to the customer that these backorders were common during the extreme busyness of the tax refund season and that this situation was out of everyones control. We are all waiting on ***** to produce. To rectify the situation we offered him equivalent speakers on the spot. We had many other options to choose from as we have a very large inventory. Customer refused the other models of speakers that we did have on hand. explained to him that we could go forward and complete the installation with the speakers we had on hand and we would exchange them at no charge when the MB models returned. Customer refused and stated that he would rather wait for the MB models to arrive. Rather than allowing us to proceed with the installation, he stated that he wanted to wait until all the merchandise was in. We urged him to let us complete the job so that he would not have to be inconvenienced but he made up his mind. He chose to cancel and wait until MB speakers arrived. We felt that he was being unreasonable but this was his choice, not ours. He left and said he would reschedule when he returned to town. We informed him that the speakers would be in soon and we asked to reschedule him the following week. He declined because he had to leave town in a couple days. We told him to take his products with him and bring them back on the date of his next appointment. Customer refused to take his merchandise with him. He said he would plan on returning within a few weeks to complete the job. We stated that we require customers leave with their merchandise because we do not have enough space to store prepaid merchandise. We informed him that our company, like others, charges storage fees for storing their belongings. Customer did not acknowledge our advice and left the store in an irritable mood.  The speakers arrived 5 days later but when we called to inform him he was already out of town. Customer disappeared for 4 months and his merchandise was moved to our warehouse. One of our associates attempted to reach him by phone but received no answer. Since we were unable to reach him, storage fees began accruing. Our last contact was March ************************************************************************************************************************************* August.
  
  
                                                                                   Continued
  
                                                                                     Page 2
  
  
  When Mr. ****** arrived our technician greeted him. However, this installation tech was unaware that his merchandise was being stored in our warehouse. Customer became immediately agitated. Customer then decided to become forceful with our technician. Our tech called management to inquire about the location of his products. The products were in the stockroom but he was unable to find the merchandise immediately and required help. The customer interrupted him as he was searching for his products by helping himself into private areas which are designated as employees only. This is when things became bad.
  Customer grew frustrated with our technician who could not immediately reach management by phone. His impatience suddenly turned to anger then great anger. Customer walked behind the counter into the private employee area and then all the way into the prohibited shop work area. Our technician grew nervous that customer might attempt to fight him and his search for the customers merchandise ended. Our technician felt threatened by the customers willingness to disobey our store policy and help himself into the private employee area of our store. Our technician made a frantic call to the general manager about the customers heightened level of agitation. Our admin team zoomed in on the video cameras. We heard the customer using very profane and threatening language with our technician who was doing everything in his power to find the equipment which was safely hidden away for safekeeping. The customers extreme impatience and his level of aggression was uncalled for and our ** moved quickly to the store. The manager arrived at the store shortly after and tried to explain to the customer that we had his products but that some of the items were in warehouse storage due to his lengthy absence. By the time the manager arrived the customer was so upset over what he imagined that he would not listen to the manager explain that we had his electronics safely stored in our warehouse. The customer insisted that we sold his stereo because the technician could not immediately find it. Manager confirmed that we had his stereo and it was ready to be installed. Customer demanded to see the stereo immediately. Manager said that it was in the warehouse less than 30 minutes away. Customer said he didnt believe that we had his stereo and that he was tired of the runaround. Manager explained that he had advised the customer to take his merchandise with him months ago and when he refused, we put the merchandise in our warehouse storage. Customer said he wanted his stereo immediately. He was unwilling to wait 30 minutes for us to retrieve it. Our manager offered him the same model in the sister brand, *** immediately or else he could wait while we retrieved it. Our manager reminded the customer that the installation could take six hours so there was no need to be so impatient. Customer became exceedingly belligerent and aggressive. Manager stated that we scheduled the appointment for installation and that we needed to begin the job. At this point the customer became so agitated over the issue of the missing stereo that he lost his composure. The manager could not talk him down out of his anger and the customer refused to listen. No matter how much our manager repeated We have all of your equipment, the customer kept shouting over him. His level of irascibility over his own presuppositions created such perturbation that he became truculent and unwilling to listen to the reassurance that all of his products were present for the installation. His 30 minute temper tantrum created such appall in the mind of our kind and gentle natured technician that he froze and went into a panic attack. When the manager reached the technician with the assurance that the merchandise was present, out technician lashed out in hysterics at the manager for having to attempt to fend off this mans anger and threats.
  The customers irrational, assaultive behavior created a ripple effect that created a hysterical scene in our store. The customer proved that he did not, as he stated, give a f*** about anything we had to say. His level of aggression had such a deleterious effect that our technician stormed out of the store unwilling to be the victim of a disturbed mans vitriol. The hostility reached a fever pitch and we called 911 for assistance. Our manager gathered all of the merchandise and handed it over to the customer as he was preparing to leave. The customer received all his merchandise and left the property as the police informed him that he was required to vacate the premises. Seldom do we see such aggressive behavior that an adult customer breaches our employees safe space. Whether under the influence of a controlled substance or not, we do not allow aggression in our store.   
  Ironically, the customer spent approximately six hours in our store on his first visit to make a simple purchase, yet on the day of his six hour installation he became hostile in less than 30 minutes while our staff went to retrieve his stereo from our warehouse. His choice to become hostile and accusatory toward our helpful and good natured employees exempted him from service that day. Displaying hostility for having to wait 30 minutes of a six hour installation for our staff to retrieve the final piece of the system required us to have the customer removed. Our company reserves the right to refuse service to anyone determined to be a troublemaker.
                                                                                   Page 3
  
  Audiophile retains the services of licensed professional counselors to address antisocial behavior in individuals who resort to psychological tactics or physical force in an attempt to force us to cave in to their demands. We do not tolerate gaslighting or other forms of manipulation which attempt to create a false narrative about our business. We work very hard to satisfy customer orders in the most expedient manner. We are Factory Direct dealers. We are a high volume dealership that elicits priority service from our manufacturers and vendors. We stock large quantities of products to support the high demand for our products and services. We cannot be blamed for manufacturer backorders or delays. Mr. ****** is not the victim of poor customer service as he portrays himself.
  His first appointment was not able to be fulfilled due to his unwillingness to bring his motorcycle to the store so that proper parts determination could be made. We did not force the issue. He made it abundantly clear that his work schedule is virtually non-stop and that it would be difficult for him to set time aside to schedule. For this reason we find it unusual that he chose to walk out on his second installation appointment when we were able to complete the job. His choice to wait for backorders to be lifted was his own choice. We urged him to keep the appointment. As such, it is misleading to claim that we did not keep our appointment with him. Lastly, he also chose to cancel the third appointment date. His choice to strong arm our technician and emotionally break him down by helping himself behind the retail sales counter and into our vehicle service area was a gross violation. His extreme verbal abuse of our employees over his imagination that we might have sold his merchandise crosses a line that only criminal offenders choose to cross. A police report is on file. Charges have been suspended with the exception of a trespassing order against Mr. *******
  We do not give refunds for merchandise ordered or for services rendered. We do not cater to individuals who waste our work hours by attempting to manipulate us into believing their false accusations. We do charge storage fees and nuisance fees for customers who are willing to create disturbances which prevent us from performing our work for other customers. We frown on consumer attempts to gaslight us or sabotage our work day if we do not participate in schemes designed to convince us that we have wronged them in any way. We do not go back and forth with customers who are content with waiting a couple weeks for backorders to fill but then later attempt to blame us for the delays after the product has arrived.  We do make concession for customers with legitimate concerns and we are eager to satisfy legitimate complaints. However, if a customer chooses to create a false story to blame us for doing the very thing they ask us to do, we draw the line.
  
  Summary: After our review of the audio/video footage of the verbal assault made against our employee by Mr. ****** and after a meeting of administrators with police officials, we are offering a one-time concession on behalf of Mr. ******* The standard installation cost for this completed job is $1,200. On the condition of civility and decency in an installation transaction, we will extend a courtesy discount of 25% from the labor cost and complete the total installation for $900. We will keep this offer open through the remainder of 2024. We appreciate your patience as we prepared our response. It has taken days to complete. We look forward to a response from your office.
  
  Most Sincerely,
  
  **** ****
  **** *******
  Audiophile Administration

• Initial Complaint

  Date:07/31/2022

  Type:Billing 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.

  It was Fathers Day Weekend this year. The last day of the "Half Price Sale" Audiophile was having. I had picked out around $3200 of stereo equipment to be installed. Out of that there was $140 for installation fees for each vehicle. So I was told. On my receipt there was also a charge of $275 service and maintenance fees which I never was told what those were for. I was told that our second vehicle we would be being charged about $115-125 since it was a larger vehicle but nothing more than that for sure. So when my boyfriend went to pick up his vehicle he was furious and he said that they told him that he owed $560 if he wanted his vehicle back. He was caught off guard and didn't want to leave his vehicle there. He had already waited all day for the installation. No one asked if was okay if those changes were made or if we minded having to pay around $430 more than what we had agreed to. They just did this then acted like we wouldn't get our vehicle back unless we paid what they said we owed. We felt like we were tricked and completely ripped off. When we asked the owner about why we were charged so much he got all weird and started saying how long he had been in business and what a great reputation his business has had through the years. He he no explanation for why we were charged an extra $430 . One thing that he did say was that "we should be thanking him because he actually saved us from our vehicle catching fire and burning to the ground!" And that's all he would say. This guy is so full of himself we decided to stop trying to reason with him figure out why he overcharged us so much. Our original receipt said- "$140.00 installation x2 " he said that was for each vehicles installation. Later when asked why the $560 was charged on the second vehicle, he said that was agreed on from the beginning. The $140 was meant for the 2 front door speakers, then $140 for the rear door speakers on the first vehicle. That's a LIE! I would have never agreed.COMPLETE CROOK!!

  Business Response

  Date: 09/09/2022

  As with any successful business, we have a specific protocol which we follow. It is the same for every
  consumer. In the event of custom work orders, we listen carefully to
  the customer requests and go to great length to ensure customer
  understanding. All transactions are recorded for quality assurance. In the case of this complainant, there are extenuating circumstances which must be identified from the outset. The complainant informed us that she suffers from Multiple Sclerosis and that it negatively affects her.
  We
  do sympathize with *** ******'s medical condition, and we cite her
  condition as a key factor in this complaint. There is another problem we
  will address. *** ****** later committed an offense
  that has placed her on a probationary status with our store. She failed
  to mention this in her complaint so we will address that here.
  

  Preface:
  
  *** ******'s
  complaint is suspicious in that it comes 3 months after the
  transaction. In *** ******'s visit to the store, she indicated that she
  wanted to purchase a stereo system for her car. Three of our staff
  members spoke with *** ****** during her 7.5 hour visit to our store,
  and each of us observed a significant attention deficit as we discussed
  her plans. During her visit, *** ****** was nodding off to sleep and we
  suspected she was likely on strong medication. Due to *** ******'s
  condition, we had our 60 year old female office manager sat with her.
  She spoke with *** ****** and tried to help her understand the estimate.
  *** ****** was obviously in a compromised state, so we asked *** ******
  if she might be better off to return later. She did leave and returned two other times that same day. On her last
  visit she was approved for financing. She was pleased with the prospect
  of financing as this would allow her to purchase products for her and
  her boyfriend. *** ****** was insistent, very insistent, on buying
  merchandise for him also and although he mentioned needing new stereo equipment to
  replace the defective stereo in his new truck, he wanted to wait on installation. They
  began to argue about the merchandise she would buy and their mutual
  frustration was apparent.      *** ****** insisted that they complete the
  transaction that day and she wanted to complete the transaction before
  we closed. She was excited about the amount of available funds
  and she was asking a lot of questions. As soon as we arrived at a
  decision she would change her mind - over and over. At least eight times
  we re-wrote the estimate and this further exacerbated her confusion. We
  were frustrated because her incessant changes of mind were not only
  fatiguing, but she would not come to a final decision until after
  closing. At her insistence, we chose to stay open two hours after
  closing. to complete the transaction. She was in the store for 7.5 hours
  that day. We went well beyond the call of duty to satisfy *** ******
  and over 3 months later, she is still confused. Her confusion has led to
  her own frustration.
  
  
  We
  explain to every potential lessee that upon signing a Lease-to-own
  purchase agreement all questions about the contract must be directed to
  the lease company. Every customer must read the contract and confirm
  their understanding of the terms and conditions before signing. She had
  plenty of time to ask every question, and she did. She completed her
  purchase with great satisfaction and scheduled an installation
  appointment for her car. *** ****** did not keep her installation
  appointment and even missed Three more appointments despite the fact
  that she had already paid. She did eventually make her FOURTH
  appointment. At the time we completed the job she also scheduled an
  appointment for her boyfriend's vehicle. She insisted on us performing
  the installation. Despite her clear understanding at the time of
  payment, *** ****** still struggles to understand the charges again and
  again. We have restated the installation charges over and over again,
  but she continues to struggle to understand the charges that we have
  explained many times over.
  
  
  
  Response to complaint:
  
  
  1.
  ********* opted for a lease of the approved amount as she indicated. We
  prepared an invoice showing separate costs for each vehicle as they are
  different makes. We did not quote installation for each vehicle as she
  claims. This is due to the fact that her boyfriend said
  he was not ready to have the stereo equipment installed at that time.
  The invoice clearly shows the itemized list of charges for each pair of
  speakers, front and rear. We repeated the explanation of the charges at
  least ten times. There is no room whatsoever for misunderstanding.
  2.
  *** ******'s complaint about the contract processing fee in untruthful.
  All lessees pay a processing fee. The fee was clearly explained before
  drawing the invoice and again at the time of her contract signing. She
  clearly understood and agreed to the terms upon signing. She had no
  question about that at the time. Now she appears to have forgotten
  despite her clear understanding at the time of purchase. 
  3.
  *** ****** is also very confused and equally untruthful about her
  boyfriend's installation. Her boyfriend was present in the shop at the
  time of installation. She was not present. There was no quote of $140.
  His quote was for $125 per pair of speakers. She has confused her
  installation with his. He was grateful, not angry, that we found
  problems in his vehicle and thanked our techs for doing such a nice job.
  Our senior tech stopped the job and informed him that there were
  damaged wires in his vehicle. Not only did they present a fire hazard,
  but frayed and exposed wiring was the cause of the previous product
  failure. We informed him that the damaged wiring had to be replaced
  before we could install equipment and that the cost of wire replacement
  would be $300 in addition to the scheduled installation work. The
  customer indicated that he had limited funds to work with. We reduced
  our labor charges to meet his budget. We even cancelled the $50
  diagnostic fee for troubleshooting. We only proceeded the work with his
  clear approval.
  
  
  In addition to *** ******'s untruthfulness, a staff member caught her attempting to steal
  from the store a few weeks after the job was completed.
  
  *** ****** purchased an ***** amplifier for her boyfriend. We later
  installed this amplifier in his vehicle as indicated above. *** ******
  visited the store and requested a refund for the amplifier. Our tech
  asked who removed from the stereo system. She claimed her boyfriend did.
  He opened the box to inspect the amplifier only to discover that *** ****** performed a bait and switch maneuver. She had taken a blown
  amplifier from her boyfriend's previous stereo system, placed it in the
  new amplifier box. The new amplifier we sold her was still in her
  boyfriend's vehicle! She knowingly attempted to deceive our staff by
  demanding a refund of $378 by hiding a old blown ***** amplifier of a
  different model in the new amplifier box. This attempted deception speaks to her intent.  
  

  In
  summary, we cannot be certain of *** ******'s apparent inability to
  understand simple charges after hours of reviewing it with her. Her
  claims that the labor charges on the invoice included two vehicles
  disregards the fact that the invoice clearly identifies her **** **** ******. This leads us to believe that she is more dishonest than impaired. Her dishonest is proven by the fact that her boyfriend refused to
  have any installation work performed on the date of the transaction. The
  invoice confirms it. We have made every effort to reason with *** ******, but she has operated deceptively. We cannot be responsible for
  any individual's ability to read, understand or remember facts, and we
  cannot dismiss *** ******'s clear attempt to defraud the store. The fact
  that *** ****** claims to have overlooked multiple appointments
  speaks volumes. Either *** ****** is medically compromised or she is
  lying to advance her dishonest claim. We sympathize over anyone's medical
  condition, but we will not tolerate theft attempts by deception.