Complaints

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

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  Sounds Good Entertainment

  5411 S Vine St Salt Lake City, UT 84107-7746

  
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  Sounds Good Entertainment

  1005 E Fort Union Blvd Ste 101 Midvale, UT 84047-1801

  

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:12/13/2023

  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.

  They only care about you until they get your money and then leave you high and dry when it comes to future customer service.
  
  Estimate given for install time was 3 days. It ended up taking them 3 weeks, start to finish. They tried to charge me for painting my wall when their management agreed it would be waived due to the painting needing to be completed because of mistakes made by their installer. After they took my money they have ghosted me.
  
  When I called them to honor the warranty for the $500 subwoofer they installed which blew out 6 months after install. They have yet to respond 3 years later after repeated attempts to reach out for assistance. Also the projector does not always fully boot up and was installed way to close to the back wall to where the hdmi cord is kinked. I could go on and on.
  
  There are too many problems to name with install, quality of product and most of all customer service. There has been a real feeling of hostility and animosity from this company ever since the shoddy workmanship they performed and collected the check. 3 1/2 years later and I have little hope they will ever try to make things right. If they are still in business and you are considering them to do a custom install for you. I recommend you run away as fast as you can before you go through what we did.

  

  Business Response

  Date: 02/07/2024

  This customer was installed by one of our sub contractors.  From the sub contractors notes

  After starting this project, the customer kept requesting changes during the installation, which resulted in everything being installed the way he requested.  We changed things for him multiple times (at his personal cost).  Then the customer demands that he paint his room for free, after it was told that we are not painters and would have to charge extra. 

  Notes from the sub contractor......"This customer became the biggest problem, and an impossible customer to help and satisfy.  He wanted all kinds of additional work for free, and would not let us do our job.  We will not continue to put up with the nightmare this customer is putting us through."

  Nobody here has received a call or request of service on a subwoofer or otherwise.  This is new to us.

  We are always willing to help a customer, we just have to get a call or email from them first!

   

  Customer Answer

  Date: 02/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The contractor cut the holes in the wrong place to begin with. I then had to pay another contractor to patch the holes that where left in the wall at my own cost. I also purchased the paint they used to paint the walls. The Sounds Good Entertainment customer service representative that came out to my house apologized when I explained what happened and agreed to cover the cost of repainting my walls.

  It was never stated that it would cost extra to have the their contractor paint them. I only became aware of this fact at the end of the job when they sent me the bill and added the cost for painting the walls. Which as was stated above was not the agreement. I challenge the owner to provide my signature agreeing to pay for painting my walls. It was not a part of the original contract or any other amendment made to the contract.

  At the time they installed the system they said it had a lifetime warranty and that they would come out to test the system a few months after they installed it to ensure it was functioning as designed once it had some time to settle. I never heard from them for more than a few months. I contacted them when my subwoofer malfunctioned and stopped working 8 months after installation. They did not return my calls or text messages or emails and I was left with no options to get an expensive piece of eplquipment repaired or replaced.

  I still am not satisfied with the promises that were not kept concerning the lifetime warranty and the poor customer service and  expectations that were set concerning the extra work they did which were a result of their own contractors' mistake in cutting holes in the wrong place to begin with. I also have a compleatly useless subwoofer sitting in my closet. So, no I am not satisfied with the false claims made by Sounds Good Entertainment.

  
  
  Sincerely,
  
  
  
  ******* *********