Complaints

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

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Aspen Sound has 6 locations, listed below.

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  Aspen Sound

  7316 N Division St Spokane, WA 99208-6528

• 

  Aspen Sound

  8886 N Government Way Ste F Hayden, ID 83835-9284

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  Aspen Sound

  1300 W Broadway St Missoula, MT 59802-2240

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  Aspen Sound

  14009 E Sprague Ave Spokane Valley, WA 99216-2100

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  Aspen Sound

  350 W Cherry Ln Coeur D Alene, ID 83815-8125

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:08/17/2024

  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.

  Aspen Sound was hired to install door speakers, amplifier and new receiver deck and tint. Paid up front $4,851.74 on 6/1/2024. Although it seemed very expensive, my system was in bad shape and sounded awful, so I decided to do it.Install was scheduled for the for 6/6/2024 It sounded good for about a week before I had to text ****** (who helped me pick the stereo) to let him know that the speakers sound "blown". Scheduled to bring the truck back on June 21. They claimed that they adjusted things, but it still did not fix it. Brought the truck back in on July 8th. Still was not fixed. Was going to schedule yet another trip, but went with another technician that looked over the install. He stated the amplifier was underpowered and the wiring was not best practice and unsafe. Also, was charged for larger gauge wire, but did not receive it. ************ dash speaker was not even replaced or hooked up. New company replaced amplifier and fixed the wiring and now the stereo sounds good and working. Want Aspen Sound to take the following actions:1. Refund amplifier (MATCH) they can have it back. Line item - MATCH AMPLIFIER FOR ALL SPEAKERS 2. Refund the amplifier install costs - line item AMP Installation House 3. Refund line item - AMPLIFIERS MESA M217 4. Refund line item - 8GA OFC BULK KIT

  Business Response

  Date: 08/21/2024

  My name is *******************, I am the owner of Aspen Sound.

  I followed up on your claim with ****** and the technician.  I wish we could have had the chance to fix it and make it right with the customer.

  We agree to return the following product and we will issue a refund for the amount paid when the Match amplifiers are returned.  We agree to refund the amount paid for parts and labor paid as well.  We will refund the same way paid, credit card refund if paid by credit card or we will mail a refund check if paid by cash.

  Let me know if you have any questions

  *******************;

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

  Aspen Sound

   

  Want Aspen Sound to take the following actions: 1. Refund amplifier (MATCH) they can have it back. Line item - MATCH AMPLIFIER FOR ALL SPEAKERS 2. Refund the amplifier install costs - line item AMP Installation House 3. Refund line item - AMPLIFIERS MESA M217 4. Refund line item - 8GA OFC BULK KIT

  Customer Answer

  Date: 08/21/2024

   
  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.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:11/25/2023

  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.

  Went to Aspen Sound to hook up a pair of speakers that had previously been hook up to the system four months ago . The music was inverted when I left so I had to take my car back. They told me I needed to buy an amp to fix the problem so I did that I still had an issue. I took my car back then they told me I blew up my four-door speakers, so I bought new door speakers. I still had a problem had to take it back then they told me I blew up my subs. I realized they were blowing my own stuff up because I never go in there and mess with the settings. If I mess with the settings, I could potentially blow my own equipment up. Ive had my system since 2008 and I dont mess with my settings. so they replace the subs and I still have a problem now my whole system cuts out turns black and shuts off. I keep taking it back over and over and over and they cant fix it. They are also stating that I wanted that app. I did not want that amp. They stated that I needed it to fix my problem. They are lying. My stereo system does not play currently at all it blacks out and it shuts it down. They also cut my sub and then tried to tell me thats how it blew . Im telling you they cut it with a blade . A speaker doesnt blow like that and the other one still plays !! I want a refund an apology and the person held accountable!! I cried all night not knowing how to fix this because they sure dont know how to fix it . Please help me . Thank you your consideration!

  Business Response

  Date: 11/27/2023

  Aspen Sound has not been able to duplicate the issues the customer is having and we have decided we can no longer meet customers expectations.

  Aspen Sound will offer to pull out the amplifier and speakers and offer a full refund including labor for those items.

  If customer agrees we can schedule her service this week and we will give customer a check upon completion of the removal and we will offer no future business, warranties, service of refunds.

  To schedule to have product removed email ******************************* and we will schedule service.

  *******************;

  Aspen Sound

   

  Customer Answer

  Date: 12/12/2023

  Im reaching out to say Ive only just taken the response out of my mail box so I dont understand how I missed any deadline? Im needing the BBB to understand the magnitude of this complaint . Their response is untrue. The equipment they installed has a 3 year warranty and the install has a lifetime warranty. Also Ive been going through this with Aspen Sound for 6 months now and every time I left their store there was something wrong !! All I went in for was to have 2 speakers hook up that had previously been hooked up with no issues . They said I needed an amp to resolve the first issue . Then told me I blew out my less than a year old speakers that had been professionally installed by Best Buy. Then they intentionally damaged my subwoofers . Showing me a clean blade cut trying to convince me the speaker blew like that . I have the second subwoofer in my closet and it plays fine . The ones they replaced them with are less that 3 months old and there is stuffing coming out of one of them . I contacted the speaker manufacturer and they said that happens when the speaker is old . I had an appt for them to try and fix it again on the 28th of November but they canceled that appt even though everything is under warranty. The last time I turned the stereo on in my car it powered down and shut the whole system down , lights and all . Thats the way Aspen Sound left my system. When I went to them 6 months ago my system was playing wonderfully! Ive had my system since 2008 and Ive upgraded and taken really good care of it . So this is the worst thing thats ever happened to me regarding a retail outlet . They have lied to you and the ************************ about there part in all of this . I ended up taking my car to there second location after being shown my speaker was cut . I asked that manager to call the original location to ask that they not destroy that speaker . He said he didnt have time so I told him I was being scammed by that store and he sarcastically told me that I wasnt. So I sat down and I wrote everything out that had happened for the last several months with the original location and walked into that store and had the manager read it. And the first thing he told me was that I did not need that amp that they sold me. He said I needed a regulator so we set an appointment for them to do that . It still powers down the whole thing if I turn it up . So its still not fixed or working properly!! I can provide all the recipes and documents if you need . Ill include a photo of the speaker they installed less that 3 months ago . Please reach out via mail or phone as Im disabled and struggle with this technology. Thank you for your consideration! 

   

  ********************;

  # ********

  **********

  *****************************************;

  ******* ********** 99202

  Business Response

  Date: 12/13/2023

  I am confused, **** had Aspen Sound served and is suing us for the cost of her system.

  Thru the BBB we made an offer to refund the customer for the purchase of the amp and speakers plus the labor paid and never heard a response.

  Since **** is suing Aspen Sound , we choose not to do any business with her.

  She can drop her law suit, we will pull out the amp and speakers and give her a full refund of what she paid for them and she can do business with another dealer since she feels we are lying to her and we have never fixed her system.

  I will wait to hear back and decide how we will proceed

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

• Initial Complaint

  Date:08/26/2022

  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 purchased car stereo products for my *************** the **************. Had the equipment installed at the north ******* store. The initial install was so so. Car was left messy and one Item was mounted not in the place I asked it to be. The system sounded good though. Then next day when I opened the door to the car there was a loud popping and thumping sounds from the speakers. Called Aspen Sound they said bring it back. They worked on it for the whole day again and they told me they weren't real sure what was wrong. They told me they would have to do some more research on the problem and they would get back to me. I called them several times throughout the rest of the summer with no resolution. I called them in early September and asked again any idea what was wrong they said no. I THEN INFORMED THEM THE *** WILL BE PUT AWAY FOR THE WINTER ONLY DRIVEN IN THE SUMMER MONTHS. Aspen sound said fine call us next spring. Year later I called them in the spring time they said bring it down and they would work on it again took the car down on a nice day they worked on it all day again removed a couple parts adjusted some stuff and told me they think they fixed it. About a week later the popping and thumping sounds were back just like before. Called them back and Aspen sound said they did not no what to do they would need to do more checking. This went on the whole summer with no fix to the systems problems. Once again car was put into storage for the winter. During the winter I tried to talk with Aspen sound was told I would need to talk with store manager but we failed to ever talk was never there or never returned calls. Third summer comes around and go back To Aspen sound asked about the car they still had no idea what was wrong I complained asked for refund and I was told due to the length of time that all of my products I purchased were out of warranty now and could not be returned. But I could by new equipment. I RAN OUT OF SPACE ALLOT MORE INFO NEEDS TO BE ADDED

  Business Response

  Date: 08/29/2022

  We have been in contact with ***** and let him know that the warranty on the product has expired since it was purchased more than five years ago. Our Valley store manager ***** told ***** to bring it by and he would help diagnose the pop in his system, if its just something labor we will take care of it at no charge.
  Hes also been in contact with our general manager ***************************, and he told him he as well to bring the vehicle by if its something on installation we would take care of at no charge.

  All of the components are past the warranty, so if any components need to be replaced he would need to purchase new ones.

  We will always do the best we can to take care of our customers and we can even stretch the warranty 30 days but 3 years past the warranty is longer than reasonable.

  *******************;

  Aspen Sound 

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17778646
  
  I am rejecting this response because:

  One you didn`t even get my name rite. And 2nd if you read the hole complaint I was put of since day one. There response from the North Store was we have no idea what is wrong. Or do we have any idea on how to fix it. It was not by my choice to drag this on but when your shop says they cant fix it and have no idea what to do is not my fault. The north store kept blowing me of hoping I would go away. Then finally they just refused to call me or respond back.

  The Valley store at least made a effort but in the process guaranteed me that my amplifier was the problem. I spent extra money to fix the problem that was guaranteed to fix it. And it did not fix the problem.

  Now both stores gave me the finger along with the ** and now the owner. This system never ever worked from day one. Is this how Aspen sound does business install a product put the customer off giving excuses that we cant fix it. Then let the warranty expire and tell them to get lost.  Do you warranty your installs something could be wired, grounded etc. You have no idea because all you wanted me to do was replace parts not look into the install. Every time I just got the excuse we don't no what's wrong. 
  Sincerely,

  Not *****
  
  ***************************