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Business Profile

Musical Instrument Rental

Kicker Stillwater Design

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Musical Instrument Rental.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/18/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    Bought item *********, Kicker Comp R/T downsizing 12 box, 11/16/23. The speaker froze in April after very limited use time. Received RMA ****** from **** Hater and sent the entire box in for warranty exchange on 4/18/24. Took several weeks to get back. Speaker seized after an hour of use. Got a a second RMA from ****, ****** on June 4 ******************************** After hearing nothing back I reached out and asked what was happening. On June 26 24, **** said thier shipment hasn't arrived and it would be a couple weeks. It is now July 18 24 and still she says they have no speaker or eta for when I'll get one. I have $359.99 into purchasing this. I sent it back for warranty the first time and shipping was $70. I sent the speaker back the second time for $60. I have $490 into a giant paperweight. This is completely ridiculous. Either send me a working setup or send me a check and an apology.

    Business Response

    Date: 07/22/2024

    It appears that a replacement subwoofer was sent to *************** on July 18, 2024.  It is currently out for delivery today 7/22/24 via FedEx.  Tracking # 277237885754.  Unfortunately, these woofers were on backorder for a few weeks.  *** **** should have his replacement today.  A concern for us is that he has had a failure with two subwoofers now, which we have covered.  We tried to get ************ to visit with our tech service department about his setup and what amp he is powering the subwoofer with, so that we can try to help him avoid future problems.  It is very unlikely to have repeat failures as this is one of our most popular subwoofers and has a history of being very robust and reliable.  Since ************ refused to visit with us about his system and set up and related components, we cannot guarantee he won't continue to experience problems.  We strongly recommend he contact our tech service department at ************ before he re-installs the new subwoofer to discuss the installation and setup to avoid future frustrations.  At this point another failure would be viewed as customer abuse by our warranty department.  Since Kicker did not sell ************ the subwoofer, we are unable to provide a refund.  He would need to contact the dealer he purchased the subwoofer from for refund consideration.

    Customer Answer

    Date: 07/22/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although they NEVER asked or attempted to get me to talk to thier tech department. It's of no concern to me at this point anyway. I am assembling the subwoofer box and selling it. Kicker/Stillwater won't be hearing from me or my disposable income again. There was no need to lie. 

    Sincerely,

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

  • Initial Complaint

    Date:07/20/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    In May 2022 we purchased a CXA ******, and a Dual L7S sub enclosure, purchased from an authorized Kicker dealer, and settings of the amp set to the specifications of the Kicker dealer. These are in my wife's 2015 *****, and she doesn't play her music very loud. We have now been through 2 CXA ****** Amps, and it still cuts out all the time, the amps overheat, all worked good for about a year. $1300 system to only work for a year.

    Business Response

    Date: 07/21/2023

    We have no record of previous contact with this customer and he did not specify which ********************** dealer he purchased the product from but we will contact the customer by phone.  If he has proof of purchase the  amplifier he is complaining about would still be under the 2-year manufacturer's warranty. The subwoofer enclosure he purchased would have had a 1-year warranty from date of purchase.

    Customer Answer

    Date: 07/21/2023

    We are accepting this, not because anything has been resolved, but as we respectfully ask that this be moved to a review of the business, rather than a complaint. Thanks
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

Kicker Stillwater Design is NOT a BBB Accredited Business.

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