ComplaintsforSummit Sound & Security Ltd.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested Summit Sound to replace my radio (a 2004 MB SL) and I was informed the replacement radio would fit into the existing radio’s location. I was not informed that the existing wood paneling that surrounded the radio needed to be cut. The result was an improperly performed installation that cut the wood paneling too much (plus breaking clips to hold the paneling in place). After their procedure the remaining wood gapped terribly. All for a cost of about $2,000. I had a separate location find a replacement part and did a proper installation. At a cost of $977. Contacting the company’s President (***** *****), he informed me they had no liability and then has ignored my calls. I would not recommend any person or company have any activity with Summit Sound.

  

  Business response

  10/09/2024

  Dear ****** *******,
  
  Thank you for contacting us regarding **. ***** ******** complaint. We agree there are two sides to every story, as you stated in your letter, and we are glad you are interested in our perspective.
  On the date of **. ******** purchase, our salesperson **** ******* gave him two choices regarding his radio needs. *** ****** could either just have his factory unit repaired or choose an aftermarket radio that would require dash modifications.
  *** ****** said in his complaint, “I was not informed that the existing wood paneling that surrounded the radio needed to be cut.” That is not the case. *** ****** was clearly informed, and shown the dash kit instructions that would be necessary for the aftermarket install if he chose to go that route.
  Aftermarket is not perfect like factory, but our installers always do their best to make it look as good as they can. After the installation *** ****** verbally told **** he loved it, and he seemed very happy with the outcome. Being that his car is 20 years old, and the dash is brittle there was a small imperfection that we believe was due to the dash bowing, thus leaving a small gape. Our manager, ***** ******, told *** ****** if he ever decided that he wants to buy and replace his old dash, that we would install it for free.
  After 27 years in business, we always strive to make every customer happy, and we believe that our team worked hard to communicate with *** ****** every step of the way. Regarding *** ****** stating that, “***** ignored my calls” we know that is not the case. ***** talked to *** ****** on several occasions about a wind screen part *** ****** wanted us to also replace and pay for, that wasn’t even mentioned on this complaint. However, it needs to be mentioned now for context, because it was our concern that there was a pattern forming. We do vehicle check-in sheets prior to starting every install. Even though *** ****** was reminded about a pre-existing tear on his wind screen upon his vehicles check-in, we agreed to replace, and pay for that, after he complained that we made the tear worse during our install. In this second complaint situation, ***** did give our manager, ***** ******, **. ******** phone message September 20th and asked for him to call *** ****** back. ***** called *** ****** back. ***** and **** are the two people that were directly involved with *** ******, and they knew every detail for his install.
  It is never our intention to ignore any customer, or leave them dissatisfied. We truly value each and every customer and are happy this is a very rare occurrence in our 27 year history. We apologize that we just didn’t agree with *** ****** in this situation and couldn’t come to a fair resolution.
  Thank you again for contacting us. 

  Customer response

  10/15/2024

   I am rejecting this response because: OH, for so many reasons.

  Let's stop with being told about needing the molding cut.  Simple "he said / she said".  Enough.

  "Loved it", are you serious.  It was awful.  It did not have a "small imperfection".  Look at the pictures.  Also, the dash bowing was probably also due to the clips that had broken off that would have helped keeping the "imperfection" smaller, but still horribly noticeable.

  The wind screen wasn't initially mentioned because the issue is now resolved with Summit and the company that made the initial tear getting together and replacing the screen.  It should be noted that the tear caused by Summit was never mentioned to me.  Take a look at the new pics. Maybe in addition to a vehicle check-in, they should initiate a vehicle check-out sheet and compare the two.

  I do see a pattern forming, which is why I would never recommend Summit Sound to any person or business.
  
  

  
  

*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. ↩