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:08/29/2023

  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.

  I called sounds fast in June of 2022, they special ordered me a part for my Land Rover to install Apple Pay. I was hit by a car and needed emergency surgery, so I called to cancel the appointment and notified them that I would make an appointment when I was recovered. I ended up needing 6 surgeries over the next year, so I called and made an appointment on 6/29/23 for the sound system and backup camera to be installed. When I brought the car in, I was clear that I needed to leave by 3pm that day. I called at noon to remind them that I needed to pick up the car by 3pm even if the work wasnt complete. When I arrived to pick up the car, they had special ordered the incorrect part based on their tech support direction so the work was not done and I would need to bring the car in again on another day to complete the work. Additionally, the car wasnt done when I arrived at 3pm and was not able to leave with my car until 330pm, which meant that I almost missed a travel connection at the airport. I made them aware of the circumstances when I was there from *****pm waiting for my car. I said that I would leave with the car unfinished and needed to leave and wasnt given my car until 330pm. I brought my car back in on 7/25/23 after they had received the necessary part. I have limited mobility and this was an added expense for me to bring the car in a second day as I needed help with transportation. The radio was installed but did not work correctly- it would disconnect and power off when driving multiple times per day. Due to the previous issues I opted to have the stereo removed on 8/10/23. I requested to speak with a manager and received a voicemail yesterday and spoke with ***** today. My request was I be refunded for the sound system that didnt work, the special ordered parts associated with the order, and the labor. I paid a total of $2334.45 and was only refunded $899.98. I was also charged $250 to have the stereo removed and which I was not notified of.

  Business Response

  Date: 09/18/2023

  Unfortunately **** is not giving all of the details in this complaint. We never assured her when she dropped the vehicle off that it would be done by 3pm. Anybody that works on a Land Rover/Range Rover product does not give guaranteed times due to the fact that they are extremely difficult to work on. She is correct in the fact that our tech information web site provided us the wrong part number to order for the required install parts. At that time **** was completely understanding and told us to let her know when the new parts arrived. We immediately got the correct parts in and made it a priority to get her vehicle in and finish the job. A week or so after we installed the unit, **** called complaining that her bluetooth system on the radio was connecting and disconnecting from her phone. We asked her to bring it by as this was something with her phone or maybe the software in the new radio. Either way, it was not related to the installation we did. The radio WAS NOT turning on and off as she described in her complaint. Her only complaint was the bluetooth issue. She then told our rep on the phone that she didn't like the radio and wanted it removed. We assured her the bluetooth issue would be something we could figure out quite easily and she just didn't want to even let us try. We then warned her as her receipt states at the bottom of it that there is no refunds on special order products or labor. The only thing we could refund was the actual radio and any parts we could possibly reuse. We also warned her there would be a labor charge for returning everything back to factory as it is quite a bit of work. Again, she agreed to this. Before doing the removal, we called her again to make sure she wanted to go forward with the work and she agreed to it along with the parts/labor not being refundable. Again, she agreed to it. It was after the job was performed that she then wanted to argue with us about the actual refund. The parts we had to special order are very expensive and our manufacture will not take them back now that they have been installed into the vehicle. This is why we have to be firm about the return policy. We called and asked the manufacture about it and got denied. We also didn't charge her the 10% restock fee that is listed on the receipt. We always ignore our return policy for clients when we can. Due to the nature of the parts needed for her vehicle and the time needed to perform the work, we simply could not do that here. I have attached a copy of her original receipt clearly stating our refund policy at the bottom. 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20540254
  
  I am rejecting this response because: the business has reported that I am falsifying information, which is what happened when I was on the phone with them. They have no proof to back these claims, and in general their response is disrespectful and does not offer to make any amends. I have no working sound system installed in my car, was not refunded for the amount that I spent, and was charged for them removing the equipment. 
  

  I feel that I have been bullied due to my disability, in addition to not receiving the product that I paid for. 
  
  Sincerely,
  
  ***********************