We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Sound Systems

Audio Express - San Mateo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sound Systems.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/12/2024

    Type:Customer Service 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 have tried to contact business but my queries went unanswered.

    Business Response

    Date: 11/23/2024

    Dear Mr. *****,

    We have made several attempts to resolve this matter with
    you. During our discussions, you indicated that you would pursue legal action,
    as our proposed solutions did not meet your expectations. Despite our offer to
    refund all costs except for labor—after the product had been in use for over 11
    months—you expressed dissatisfaction.

    Regarding your concerns, we have reached out to you multiple
    times, the last being documented in the email correspondence with Devin (see
    attached). Unfortunately, we have not received a response from you.

    Sincerely, 
    Audio Express    

    Customer Answer

    Date: 11/26/2024

    Complaint: ********



    I am rejecting this response because: My initial request for copies of the invoices  and contact information for the corporate offices has not yet been met.

    This is the first step.

    I replied to your e-mail 2 months ago.  I sent 6 thereafter in the 2 month period ending this month.  All went unanswered.








    Regards,



    *** *****

     

    [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

    Business Response

    Date: 12/07/2024

    Dear Mr. *****,
    Thank you for your response. We understand your frustration
    and are committed to resolving your concerns.
    Regarding your request for copies of the invoices, these
    documents must be obtained in person for security and verification purposes.
    Please visit our location during business hours, and we will have them prepared
    for you. Kindly let us know a time that works best for you.
    Regarding the email correspondence, we did receive your
    email on September 19th, but we have no record of receiving additional emails
    since then. To ensure smooth communication moving forward, please direct any
    future emails to ***********************,
    who is the corporate contact for this matter.
    We appreciate your understanding and remain available to
    assist further with any additional questions or concerns.
    Sincerely,

    Audio Express

    Customer Answer

    Date: 12/10/2024

    Complaint: ********



    I am rejecting this response because:  I have requested the names and contact numbers for the corporate officers/ owners.  Still, after 3+ requests the information is not forthcoming.

    I signed the form for the BBB to allow them to solicit any forms or information on my behalf.  Please email the copies of the receipts to the BBB.  They are trusted to handle the paperwork.

    The email I have been sending the correspondence to is *********************** as well as *************************







    Regards,



    *** *****

     

    [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Audio Express - San Mateo is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.