Complaints

This profile includes complaints for Sundown Audio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sundown Audio

  3071 Cutrite Dr Claremont, NC 28610-8695

• 

  Sundown Audio

  514 W 21st St Newton, NC 28658-3763

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:08/28/2023

  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.

  Hello, I recently got my Sfb ****d amp back from being "repaired" and less than 15 min later the amp caught fire on the inside and almost caught my car on fire as well. This is the second amp that has been "repaired" but came back with more issues than they had when sent in for repair. I sent the amp back to Sundown as it's under their warranty and according to tracking info they received it on Monday the 21st and I still haven't heard anything from Sundown that they received it or anything at all not to mention anything about it being replaced or "repaired" again Wich after catching fire I really wouldn't trust the "repair" since they use the same company all the time.for repairs.

  Business Response

  Date: 08/28/2023

  Dear BBB,

               ******'s product return will be assessed as fast as possible. Returns often take a few days to process and customer contacted. ****** will receive a new amplifier once they are available. He will be receiving a new model for the inconvenience. No true ETA at the moment. 

  Customer Answer

  Date: 08/29/2023

   
  I am rejecting this response because:
  They are asking me to wait about 2 months for the replacement amp. After already telling me for a different amp that it would be sent out middle of August and this was a couple months again and still haven't heard anything on that amp as well. So this is actually the second amp that I'm waiting on. They need to send me a Salt 6 that's in stock and a Sia ****d V2 when they are available still. 

  Business Response

  Date: 08/30/2023

  Customer is requesting we send him a product that is much higher in price for his inconvenience. We refuse to do such a thing. Customer will receive newer upgraded products once they are in stock. He is in the same boat as any of our other customers who are patiently waiting for the same products. There simply is nothing else we can offer. 

• Initial Complaint

  Date:07/14/2023

  Type:Product 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 had purchased a SAEv3-1000D amp installed amp it worked for approximately 2 hours and quit I contacted **** seller he said to file RMA with sun down audio emailed them and right from the beginning was giving me the run around sent copy of proof of purchase they said it didn't have all info and listed info it needed I opened up attachment it had all info there email back saying all that information is there they came back oh yeah sorry it is all there they gave me RMA # **** and said to ship product back to them I paid the $15 and change sent back they emailed me said yes it is warranty but that amp is discontinued if I would like to pay another $100 I could get the upgrade. Then at bottom it said if you just want your money back click hyperlink I clicked told them I just wanted money back they emailed back saying we do not sell to the public so you will have to go back on seller I said ok but now you have my product and I have nothing to give seller so now they want to chargee another $25 to ship my warranty amp back to me this just seems wrong I do have all emails for paper trail

  Business Response

  Date: 07/17/2023

  We have come to an agreement with the customer to replace his product with a similar product at no charge. 

  Customer Answer

  Date: 07/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/12/2023

  Type:Product 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 bought a subwoofer for ******* on April 22nd. When I finally received and installed it, not even a week later it started to come unglued. I requested a new one be sent but they no longer make that model. I asked for a refund which should've been no problem being it wasn't even a week in use but was denied. I had to mail it back to them, wait over 2 weeks for it to get back to me and I install it today finally and it's rattling like glue is missing in parts. I now will have to wait 3 plus weeks for a resolution now. I just want a refund. This is obviously a lemon

  Business Response

  Date: 06/12/2023

  Hello BBB,

          Complainant is correct about his first subwoofer having issues. Our warranty policy states that the customer must send product in for warranty inspection. Warranty inspection may take up to 4 weeks to process. After inspection, his product was repaired and tested before sending back to the customer. 

           We cannot send a refund since the customer did not purchase through us, he purchased through a third party who sells our products. 

           Customer's woofer tested fine before sending back. We feel the customer may be hearing mechanical noise which is normal when the woofer is tested free air outside of an enclosure. There is no glue or parts missing from his woofer. There is nothing more we can offer. 

  Customer Answer

  Date: 06/12/2023

   
  I am rejecting this response because: There is no mechanical noise. The speaker was installed in the speaker box when noise was made. They asked for a recording of the sound and I sent it to them. Awhile later they asked for a video and by that time I already removed it from the speaker box and repackaged it in the cardboard box it came in since I have to go out of town for work and my wife could mail it out once a label is sent. 
  
  

  Business Response

  Date: 06/29/2023

  After negotiations, Sundown and the customer agreed to swap his products for a different product for a minimum fee plus shipping costs. 

   

• Initial Complaint

  Date:04/04/2023

  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.

  Yes I recently sent in a new SIA ****d amp in for warranty repair and I sent my amp back in the original packaging with all accessories. I received different EIA ****d amp that is all scratched up and even is rusted on the bottom.i reached out to Sundown Audio about this only to be told that there's nothing they can do besides me spend another $28 to ship the amp back to them just for them to gi e me the option of either getting a cheaper amp that wont power what I need it to or I can put the credit towards a amp that's 4 times the price. I either need a new replacement SIA ****d or a complete refund. Thanks for your time and help.

  Business Response

  Date: 04/25/2023

  To whom it may concern,

  The customer returned a product for warranty consideration. We swapped the warrantied product with a refurbished item as that is what we had at the time. This is within our guidelines from RMA process that is on our site.

  Thank you

  Customer Answer

  Date: 04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.