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:10/24/2022

  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.

  I paid $18,000 to have a room soundproofed in my home for my business. When I say soundproofed, I mean to block noise from the outside world coming into the room. Performance Acoustics assured me that lining the walls and ceiling with fibreglass panels would block out cars, planes, and such other noise pollution completely. It didn't block them by much at all, and I am unable to use the room for recording audio for my work. I reached out to *****, the owner of the company, who was also the one to make me these promises, and ***** offered to add mass-loaded vinyl to the walls free of charge, but that could cause mold issues, and it would not solve the noise issue I am having enough to be able to record in the room. When I told him what I want, which is a partial refund, he agreed and said he would get back to me the following day. It has been more than two weeks and he never got back to me. I texted and called him multiple times and my husband attempted to reach him as well, but ***** ignores our messages. I'm asking for a refund of $5000. My reasoning for this amount is because the original job in labor cost $5000, as per an email that his assistant ******** sent me, with the costs split into labor and materials. He offered to have someone come out and add the mass-loaded vinyl to the walls, so instead of that, I would prefer he use the money he would have to pay his workers in labor by refunding me instead.

  

  Business Response

  Date: 10/24/2022

  Good afternoon. I am responding to the complaint that was made about our company. I just got off the phone with ********, the customer, and have agreed to issue her a refund check today in the amount she was seeking. I just found out about this situation today. so I also apologized for the our not responding sooner. My business partner was going to talk with me about this situation, but had not done so yet.

  I believe there was a misunderstanding between the results that our system would deliver and what her actual needs were. She works in a very specialized environment where very little noise coming into the space can be tolerated. This is due to the fact that the recording she does will pick up any sounds coming into the space. We delivered a great room in terms of acoustics and its performance, but the soundproofing aspect of our system fell short. And again there may have been some misunderstanding between us as to what we said we could achieve and what she actually needed. So, I apologized for not delivering her with a 100% effective solution and have agreed to refund her the money she is requesting. I will be sending a check via Fed-Ex today in the amount of $5,000.00.

  Regards, 

  ********************* - Performance Acoustics - Ph: ************

  Customer Answer

  Date: 10/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am still out $12000 dollars, as the project cost me a total of $18000, but I do appreciate the partial refund of $6000 and accept the response.
  
  Sincerely,
  
  ***************************