Complaints

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

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Audio Express has 20 locations, listed below.

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  Audio Express

  Scottsdale, AZ 85260-1821

• 

  Audio Express

  4961 W Bell Rd # 1 Glendale, AZ 85308-3451

• 

  Audio Express

  15115 N Hayden Rd Scottsdale, AZ 85260-2511

• 

  Audio Express

  550 N Scottsdale Rd Tempe, AZ 85288-2025

• 

  Audio Express

  7685 S Virginia St Reno, NV 89511-1166

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:01/01/2025

  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.

  Audio Express set my car on fire I have lot number from fire department and they don't want to take accountability. I paid for a full system and my car caught fire days later starting from the wiring they just installed with their faulty equipment...I have all messages of them stating it was definitely their fault now they back tracked on that reply and no longer answer my calls or want to handle this situation.

  Business Response

  Date: 01/04/2025

  As we mentioned to Mr. ****** the fire report in reference could not determine where the fire started.  The only piece of equipment in the trunk area sold by Audio Express was the amplifier, which is fused.  The fuse will pop to prevent an incident such as this.  There was no determination of any fault in the installation of the amplifier.  In a fire such as this the most likely cause is a burnt voice coil from a subwoofer which can ignite a fire quickly as it is enclosed in a wooden speaker box, which can easily spread to the rest of the trunk area.  The subwoofers were provided by the customer.  In the fire report it was also stated that they found the subwoofer box smoldering.  ************ would like a refund for the equipment since he is unable to use it we would be open to discuss that and he can reach out to ******************************** to discuss further.  

• Initial Complaint

  Date:10/29/2024

  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 a sound system from audio express after the purchase and install 3 out of 4 of my speakers go in and out I took my truck back to them them they charged me over **************************************************************************************************************************************** and out they worked just fine prior to them installing the system

  Business Response

  Date: 10/30/2024

  Mr. ***** purchased an amp, sub, and radio in April of 2024.    His original complaint to us was that before he originally purchased the system he was having issues with his speakers going in and out. He didn't purchase speakers and we gave him a price to replace them down the road if he was still having issues after the amp install.  When he returned he said the speaker was going in and out again and stated to us that he had blown his rear speakers.  We charged him to check his speakers and stated that he had wiring issues at the speakers and advised him to replace them and to rewire the speakers.  We again gave him a price to replace them.  He later sent us a complaint stating we should give him free speakers because he did not purchase them originally and stated that we should have put new speakers in, even though he did not pay for new speakers.  We will not give him free product but our offer still stands for him to purchase and have installed, new speakers and wiring.   

  Customer Answer

  Date: 10/30/2024

  I told them I wanted new speakers they told me my old ones were still good so I didnt purchase new ones they did work fine until they started going out they worked just fine until they installed the system its there fault for telling me my old ones worked good so 

• Initial Complaint

  Date:08/22/2024

  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.

  I bought an expensive stereo screen and speakers from Audio Express. The screen wasnt compatible with my truck after they guaranteed it would work. It caused my electrical systems in my truck to malfunction. The audio didnt work. And the backwards camera was inaccurate to the size of my vehicle. I felt the device was unsafe. And Audio Express removed the device. And reinstalled my factory interface. The speakers were also not properly installed but they did fix that issue. However. They will not give me a refund until they receive a refund from the company they bought the malfunctioning device from. I did not do business with the 3rd party. I did business with Audio Express. I brought that fact up to the manager and he will not process my refund until they get their money back which to me seems unethical and unsafe for any other future customers. Im not trying to get anything for free. I just want my money back so I can move on from this situation. I spent over 50$ in Lyft fees, as well as taken 3 days off of work for a stereo that was unsafe and malfunctioning.

  Business Response

  Date: 08/23/2024

  Good Morning, 

  to whom it may concern, we are in the middle of helping out and coordinating a refund through progressive leasing which is not us. as well a contract was signed stating no refunds , but we are going above and beyond for our customer.    they just need to be understanding and everything will work out.   we are doing our best!   

  thank you in advance

  Customer Answer

  Date: 08/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:11/26/2023

  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.

  Requested to have a Camara Mirror installed. They told me it would $360 for an hour and half of work so I ask them, for that much on labor they could cut an area on my bumper so the rear camara could be protected. the request was not done, so a short time later the camara got damaged which exposed the wire and shorted out the camera mirror. Call several times and they would not answer or hang up on me. Had to buy for a new system and pay to have it removed and the new one installed. they owe me $500 this will not happen after seeing all the complaints they have so I will post at all the forums buyers be ware they are rip off artists.

  Business Response

  Date: 11/28/2023

  Good Morning, 

  Regarding ************** BB, We have zero records of him coming in for any repair work recently. with this said, if he is having a warranty issue and was caused by our installation, we are happy to take care of any issues related to this. All ************** has to do is go to our Mesa location and speak with *** or his original salesman  *********    either one can help him out and get him taken care of. 

  ************** still has 2 months of factory warranty left. 

   

• Initial Complaint

  Date:06/20/2023

  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.

  Paid for services that were not completed. Audio Express cheated us with the services they said they completed. In June of 2021 we were charged for various items/fees (attached invoice). We were told that we did not need the 2 Kicker 6.5" speakers as the original speakers were working fine. We needed a new Woofer and amp. Attachement with recommended amp (top left corner of the agent's name.....*****) by the store associate. Once we had that amp we were to return to the store for the installation (already paid in full). We did not leave the store with the 2 smaller speakers nor did we have any installation for these services but paid in full for both on June 30, 2021. It was not until I returned to the store with the new amp in hand to have it installed with the Woofer on April 19, 2023. It was then that we learned that the speakers we were charged for (41KM604W), we not in my boat, they were never installed (but I paid for them) due to agent stating in June 2021, they worked fine. I requested a refund and they refused. It was then that the store mangager accused my husband leaving the store with the Kicjer 6.5" speakers on June 30, **************************************************************** their system. I was very insulted by the store manager's accusations. I went home to make sure we did not misplace these speakers and could not find them. We were charge for the Install (INSTASPK - $55.00) and did not receive a refund. My boat has only been taken to this property for service. We were also charged for necessary shop supplies ($23.00) on June 30, 2021, where NO work was completed on this day because there was no amp to hook up the Woofer to. We were also charged for a 1 yr replacement but no work was done at this time ($35.99). The only work they completed was installing the Woofer on April 19, 2023. I am owed $223.98, not to mention wasting my time returning to the store more than once in mid-April 2023, towing my boat back and forth.

  Business Response

  Date: 06/20/2023

  Good Morning

  Regarding ***************** complaint to the BBB

  we are truly shocking as we worked with ***************** to come to a common ground and agreed for us to install her amplifier and cover labor cost along the cost of wiring. We pride ourselves on our customer service and we were willing to take a loss to work this out with *****************. we expressed to ***************** there is zero proof the speakers were left in our possession 2 years ago. we researched everywhere we could and expresses no notes notated on their receipt, there was no credit issued in our system and we even reached out to make sure our inventory wasn't over in that time period, which we were fine. 

  We expressed to *****************, our policy isn't to hold people's product as the product is their credit. on our receipt it does state will offer instore credit up to 30 days of purchase as long as the product is new. We do not offer a refund policy which is stated on the receipt all sales final.

  When the boat was here ***************** did bring the woofer which was purchased in 2021 and we did remove her existing speakers to help verify if in fact they had the speakers or not. Bottom line we do not have the speakers and if ***************** doesn't want us to install her amp.

    Mrs. ****** is owed speaker labor 55 and ***** of the shop supply. she can come in and get a check written out whenever she likes for the amount.

  thank you in advance *********** 

  Customer Answer

  Date: 07/17/2023

  I do not have much of a response given the accusations made by this company of ** supposedly taking the smaller speakers. Perhaps you should check your security cameras then. There are other options that could have occurred and accusing a customer without specific details is insulting. The business should do an internal investigation as to their employees for this product. We are ignorant to any of these products. I will be the Adult in this situation and allow that to pass. Clearly this company needs the $109,99 more than I do. The company is missing the customer service portion of this situation that causes distress for myself. Due to the circumstances of the situation, I will not be returning to the store. The company can send a check to ******* or **** to save this discomfort of both parties. The amount requested is - $55.00 (Installation) = $35.99 (one year replacement which never occurred because NO work was completed on that date) + $12.50 = $103.49

  Business Response

  Date: 07/20/2023

  Good morning,

  We will need her to return to the store to pick up the check and sign a release agreement. 

  She can stop by anytime Tuesday through Saturday and see ***** and after this we consider this matter closed.  

   

  Thank you in advance for your help in this matter. 

• Initial Complaint

  Date:10/30/2022

  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.

  On 10/22/2022, I went to Audio Express in ********,**(7130 ***********************. #**, ********,** *****) to have an after market touch screen stereo installed for my **** ****** Xterra. I made my payment to the representative, left my vehicle and was picked up by my fiance to run errands while we waited for call to come pick up the vehicle. When we returned to pick up the vehicle I noticed right away there was a chunk missing from my dash around the installed stereo area. Immediately I went to speak with them about this. They told me for vehicles older than five years old they are not responsible for damage and that there was a sign stating such. We requested a discount on installment fee for damage done and they were totally unapologetic and refused to do anything to rectify the mistake that was made. They only responded saying the only thing they could offer me is a discount on any future purchases which is null seeing as how they damaged my vehicle and i would not be going back to purchase anything from their store. Please note, the sign before mentioned does exist yet is hidden by another sign off to the side where no customer could even see it, I addressed this as well. Also, while initially making payment and speaking about their process this disclaimer over vehicles 5-years and older was never mentioned by the representative. When I came to pick up my vehicle I was handed keys and told to have a nice day, no one said anything about the damage that had been done to my vehicle, no communication whatsoever. When asked, they could not provide broken piece so that I may try to fix it on my own, I questioned thoroughly about the missing piece as the broken dash looks as if it were melted off intentionally. 1.)Date of incident: 10/22/2022 2.)Amount Paid: $188.24 3.)Invoice#: S28942

  Business Response

  Date: 11/05/2022

  To whom it may concern, 

  Here at Audio Express, we do everything in our power to ensure customers have a great experience. It's times like this when things are out of our control and make it tough for us to make a customer happy. Living in ******* cars are subject to extreme heat which causes plastics to become brittle and hard to work with, hence why we have a sign stating this.

  We do apologize this wasn't brought to his attention prior, but our salesman assumed he knew as ******************** himself caused a crack trying to install himself prior to paying us labor. when we entered the car, the dash was already mostly disassembled. as you can see in the ******************* supplied on the top right corner.

  We did our best to not have it break more but unfortunately when installing the off-brand radio, which these tend to be over sized, the corned did crack and we couldn't avoid this due to the brittleness of the dash part.  

  We did express to ******************** we would waive the installation labor if he picked up another dash piece somewhere which he declined. we will still honor a future discount and installation of replacement dash.

  Moving forward, we consider this case closed. 

   

  Thank you in advance 

• Initial Complaint

  Date:10/15/2022

  Type:Product 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 a sound system on Wednesday evening 9/28/2022. When I got home I did some research and found the same equipment online for significantly cheaper. In addition the install fees and shop fees were outrageous. The following morning I called to ask for a refund and cancel my install that was scheduled for the following week. I did not receive any equipment. I was first told by ***** no refunds then after a very unprofessional and heated conversation I was given the option for a refund less a 20% restock fee. My receipt doesnt address a restocking fee unless you place items on layaway. I declined and hung up. Contacted corp in ********** but did not receive a call back. Meanwhile Im out $2,161.41. I would like this business to refund my original sale amount as I have not received any services or goods. Email communication is preferred as I do not want to argue with this business.

  Business Response

  Date: 10/18/2022

  To Whom it may concern,

  We have reached out to ****************** and expressed we could help out and price match any authorized dealer. At that point his reason changed saying he had a Family emergency, when originally, he expressed his ac went out! As we expressed to ******************, we are here to help any and all our customers. if there is anything we can do to help with a sale we will. ***************** did sign a contact which states no refunds and was clear about this policy but at the end of the day we are all human. 

  We have made arrangements with ****************** so he will be in tomorrow to resolve this matter. We consider this case closed as there will be no further interaction with ******************* 

  Thank you in Advance