ComplaintsforAudio Express

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent over $1400 paid for them to install switch to watch tv was never installed they broke both door panels broke my dash I have pictures paid for new wire harness for stereo had to go to ******** ****** to get fixed switch wasn’t installed so radio wouldn’t work no new harness was installed had to pay 85$ to get radio repaired had to spend 786$ for new dash and door panels please help me

  Business response

  03/08/2023

  Dear Mr. *********,
  Our management team at the Coors location have reached out to try and come up with a solution for your truck. You refused to bring the truck in for evaluation at that location. You contacted both our Santa Fe location and San Mateo location about your service issues and were told to bring in the vehicle for evaluation at both of their locations. You set up a time with our San Mateo location and called back later that day and cancelled. You told both locations that you would have another company fix the problem and that you understood that the vehicle was old and did not care about us looking at or fixing said broken panels. You contacted me personally and told me the same thing. We are sorry that you refused our help and services, but we can’t help you without first seeing and addressing the problems.
  Sincerely,
  ***** *******
  Audio Express 

  Customer response

  03/08/2023

  Complaint: ********
  
  I am rejecting this response because: I want it fixed the manager called yelling at me cause I was upset about damage I will not take my truck back to store that has the nerv to say truck was old come on pay for the door panels and dash costing me $860 for my replacement parts also how would I feel safe about your teams work when your team sent teuck out like that do the right thing and replace my money I spent for parts I will not go into your stores anymore when being harassed by your team
  
  
  
  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]

• Initial Complaint

  03/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Audio Express at **** ***** **** **** ***** *** Albuquerque, N.M. On 3-25-22 I purchased a stereo and four speakers for a 1997 Nissan truck. The stereo was mounted unevenly where old radio was. The rear speakers do not fit the area where the old factory speakers were mounted leaving the top metal of truck exposed. When asked about these inconsistencies, Brandon the salesmen said it was all due to my truck and previous work as far as the radio went. Ok, now the rear speakers don't fit completely around the hole where they were mounted as the top of each speaker exposes metal due to speakers not fitting. Again, Brandon said it was due to my truck's issues and not their workmanship. The job was a case of poor work, unrealistic excuses, and the price for installation was exorbitant, $75.00 for each set of speakers.

  Business response

  04/15/2022

  Dear Mr. ******,
  Our management team at that location has reached out to try and come up with a custom solution for your truck. As long as the factory brackets are on the vehicle, aligning the stereo should be straightforward. As for the rear speakers, this is not as straightforward. We can definitely figure something out for you but if memory serves, custom work on your 1997 truck will be need to get a more cosmetically appealing appearance with any aftermarket speakers. This is something that you can setup with Brandon or you can call me personally and have the evaluation and work done here at my location on San Mateo. If you would like that, please reach out to me at ###-###-#### and ask for Devin. We are sorry that you feel that $75 is exorbitant for labor but you will find that we are position to be competitive with the national 12volt market.   
  Thank you for reaching out. I look forward to hearing from you soon.
  Sincerely,
  Devin S******
  Audio Express  

  Customer response

  04/18/2022

  Complaint: ********
  
  I am rejecting this response because: The work was shoddy and I don't believe anybody working there would accept a third rate job on their vehicle such as the one they did for me. I am sorry workmanship is suffering as there is a glut of customers to take a bad jobs place. And then to remedy the situation with further charges is ridiculous. This is not a fair and I'll take my loses but this business will never see me or anybody I advise about my experience there again. Had I heard from my neighbor about Audio Express before I went there, I would not have done business with them.  
  
  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

  04/26/2022

  Dear Mr. ******,
  I'm sorry that you are rejecting this offer. I did want to make it clear that we would not be charging you with any custom labor fees to come up with a solution. If you do reconsider we would love to make this right with you. Please reach out to me at ###-###-####.  
  Sincerely,
  Devin S******
  Audio Express  

  Customer response

  04/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  MANAGER WON’T HELP. WAIT & SEE! Went to audio express for an alarm for my new car & help with an error on the stereo it came with (not stock). “Carlos” sat in my car and couldn’t figure out the problem. He listened to my stereo & said,“oh, these are stock speakers”, as if they had bad sound. I didn’t mention speakers to him. I was manipulated into believing I had a crappy stereo system and should replace the speakers and the stereo unit. 1) Re: the alarm: he suggested the Viper 3606v because remote start wont work on manual. Suggested I purchase add. remote so I can be notified if my alarm goes off & I’m not near. Said remote was 139.99$ but he’d sell it to me for 1/2 price (Which he did not do). Due to his offer, I agreed. Alarm system ended up being 763.69$. I was ok with that but hadn’t r’cvd the remote 1/2 off 2) Re: stereo & speakers: I stated I didn’t want to spend more than 1200$. He said he’d give me a “really good deal on install” (he didn’t). So I agreed to the 1334.38$. I pd & left. Less than 5 mins away I realized I didn’t need new speakers just stereo only. I called to cancel speakers order but told no refunds. Spoke with manager who said he heard Carlos tell me no refunds. I had a bad headache so after finding stereo etc I tuned Carlos out because he rambled about himself & gf and I didn’t care to hear. Perhaps he did tell me, I didn’t hear it. Manager insinuated I was lying when he curtly said “I was standing right there”. I was livid now. He said I could then cancel speakers and he’d cut me a check if I returned right away to the store. Impossible. I was extremely upset & felt bullied. I knew the alarm wasn’t refundable but that’s it. NOTHING HAD BEEN INSTALLED YET! Now there’s a random hissing in my speakers & I’d like them replaced w/ diff brand. Was told NO. Told me again I need amp. I’ve been extremely upset to tears about this. I know I was stupid to go to store feeling ill & for not reading all 3 invoices & question amounts. I accept my error

  Business response

  04/15/2022

  Ms. ************ has filed with the Attorney General and we will adhere to her ruling on the matter. I have copied our response to the AG for your records.

  Dear ****** *******,
  
  This is in response to *** *** ************’s complaint with your office.
  
  We believe this is a gross misrepresentation of the events that occurred while working with Ms. ************. This was a normal transaction until she started demanding things that were outside our signed contracts, normal operational parameters and procedures.
  
  Our sales staff does not treat any client differently because of their gender identity nor do we take advantage of women or manipulate people into purchasing things. We have done nothing but go above and beyond to take care of her and still she feels this is unfair.
  
  When she wanted to cancel her order and get a refund, we disregarded our signed contracts with our “no refunds policy” and offered her a full refund in the form for a check. She agreed to that. The next day she changed her mind and kept the speakers. She then purchased more product from us on her own accord. When she picked up the car, she was happy with everything and even commented on how good the new speakers sounded. We were under the impression that everything was good with our client and she seemed happy with the outcome.
  
  We received a call from Ms. ************ a little over a week later stating that her speakers sounded blown and demanded that we upgrade her into a better brand. At this point sHe refused to bring the vehicle in for an evaluation of the problem. We can not fix her problem if she refuses to bring her car in. Nor do we know what the problem is. She has not been refused service nor has she been charged for anything outside of what she has purchased. Standard procedure for service is, bring the vehicle in and we will evaluate the problem. If the speakers are blown, she has a one-year warranty on them and we will swap them out at no charge per her contracts with us. This is standard operating procedure for all of our clients.
  
  We will not be giving any refunds of installation charges because the work has already been completed and that option was already given before we preceded with the commissioned work. We will be more than happy to replace her speakers with the same warrantied speakers if they are truly blown. As for the store policy’s, they are clearly published on your signed invoice and we also verbally explained them to her three times before the work was performed. We have never taken advantage of women and you will see hundreds of happy female customer review on this stores Google page. We have apologized even when no apology was needed on our behalf.
  
  Thank you for your time in this matter and if you need anything further, please do not hesitate to reach out.
  Sincerely,
  Audio Express

  Customer response

  04/25/2022

  Complaint: ********
  
  I am rejecting this response because: I believe this is a gross misrepresentation of the events that occurred during my interactions with this company. Unfortunately, the manager does not have integrity nor the capacity for honesty or transparency and that has been made clear once again in his written response. Had he behaved in a professional and kind manner, which is generally a requirement of someone who claims the title of “manager”, this would never have gotten to the juncture we currently are at. He made a point of telling me that he is not only the Albuquerque regional manager, but ALSO the New Mexico statewide manager. (I am not sure if he used the word “manager” for his statewide title, so if I have used the wrong word, I apologize). One would think that instead of puffing his feathers and bragging about his “titles” he would be behaving in a manner to be worthy of such titles. In my first interaction with him via telephone, he was not speaking in a manner that encouraged kindness and the possibility of coming to a solution. He insinuated more than once that I was lying about not hearing the “no refund policy”. I sincerely did not register it in my mind and I explained why. I did not once state or imply that the employee wasn’t doing his job and failed to mention it. He immediately became defensive and argumentative while defending his employees instead of showing any kindness or understanding towards the customer, aka myself. When people are approached in such a defensive manner, the outcome generally becomes more akin to a battle instead of it being a manager and customer trying to understand each other and resolve an apparent misunderstanding. I did not react how I would have liked to once I felt attacked. Regardless, this is obviously a “she said, he said” situation and I believe the facts on both sides have become obscured with emotions of anger and frustration instead of logic. That being said, I would like to respond to 8 accusations in his reply that are incorrect. 
  1) I did not “demand” anything. I understand how things can be misconstrued when dealing with a woman who is willing to speak her mind. 2) “WE” … there was no “we”. The gentleman I worked with did not, in any manner, go “above and beyond” to take care of me. “And still she feels this unfair”… I have not said I thought anything was “unfair”. That sounds quite infantile and laughable! 3) Yes, he did offer  refund of the speakers, but also stressed it had to be “today” at close of business. It was impossible for me to honor his request and return the same day, especially since it was already late afternoon. 4) I did not once comment on “how good the speakers sounded”. I commented on the stereo and backup camera, but not the speakers. 5) I made no claim whatsoever that the speakers were “blown”. I stated that in some of the songs, but not all, there was a hissing type sound that I’ve not heard with any other speakers I’ve listened to the songs with (I’m actually now wondering if it has anything to do with Apple changing their music playback to lossless etc on some, but not all, of their music. This dawned on me this morning and I’ll test my theory later today). Also, I immediately took my car to their store right after I called to inquire on what could possibly be the reason. I did not “demand” anything, nor did I ask for anything at that time except to diagnose the problem and if it was the speakers and not the wiring etc as Carlos stated it could be, then I inquired about paying extra to a different brand of speakers because I am not one to have an issue with a product and turn around and buy the exact same product. In my opinion, there is nothing better than the brand I purchased, Harman Kardon, so looking for a “better brand” is an oxymoron. 6) I did not “refuse” the bring my car in. I had an appointment which I had to cancel because I tested positive for Covid and would be making another appointment once I am well. As of today, April 25th, I am still sick so have not rescheduled. I made it perfectly clear to Carlos why I was unable to keep that appointment and my intentions of rescheduling. 7) Even though I initially requested a refund of the installation fee’s when I submitted my complaint, I am withdrawing that request because it literally makes no sense as I see now. The option of refunding the speakers was one that was extremely argumentative to come to as the manager was not acting in a kind manner. In fact, he kept interrupting me when I tried to explain anything. However, I have already stated my position on that matter in statement #3. 8) Not once have I received any such “apology” whatsoever. He knows that to be the truth. Even if he did apologize now it’d mean nothing because of his insincerity in this entire matter. 
  
  All I want is to find out why my speakers are occasionally acting weird, and if need be to have them replaced. NOT if they are “blown” because they aren’t, and I never said they were. I want to be treated with kindness and respect when I go back to their store to diagnose the issue. As it is now, I am extremely anxious about even having to step foot in that store ever again because of how harsh the manager comes across. Also, I believe his supervisor, even though he says he does not have one, needs to be made aware of his egregious treatment towards me. There is no way I am the only one who has experienced this, nor am I the last. I may be one of the few who is strong enough to confront him, but definitely not the only one. 
  
  *** *** ************ 
  **** ****** **** **
  Albuquerque, New Mexico 87105
  
  **********************
  
  I can be reached either of those two ways. Calls from unknown numbers to my phone are automatically blocked so that isn’t the best way to reach me.
  
  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

  04/28/2022

  The Attorney General has closed this complaint. We have no problem servicing Ms. ************'s vehicle. She can call and schedule a service appointment at any one of your locations.     

  Customer response

  04/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *** *** ************

*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. ↩