ComplaintsforAudio Express

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  OCTOBER ,12TH 2021 We purchased a Kenwood DMX47S audio system and 4 Kenwood speakers for my sons car. On the day of installation, we were informed that the speakers were out of stock. The suggested replacements were Blam speakers. Drop the car off at 9am and they were not done until 5pm. Went to test the system and as we hit the 80% **** on the volume, the system started to screech and eventually cut out. Was told this was normal and that the system is not designed to perform at that level by ***** the Manager and echoed by the supervisor *******************************. We agreed to switch out the speakers in the hopes of improved performance. That worked but then the system just stopped playing completely so we had to take it back a 3rd time. ***** and I agreed that perhaps the system was defective so we switched it out for another. This too, worked for a while but then the system stopped working again. Spoke with the regional supervisor ******************************* who said " you purchased a radio with speakers" as if to say, what did you expect? Furthermore, in frustration, said that " we do not like customers like you". Their end solution to the problem with a system that did not perform or for that matter, stopped working after 16 hours in the shop was to bring it in again, we will pull all our product out, and give you a full refund. I have since consulted with Best Buy, who will install a new system for us to preclude any further frustration. I made a reasonable request with ***** and ***** and they refused, which was to credit me for all the labor, allow me to retain the installation hardware at their wholesale cost, and issue a full refund for the system that I will return to them once replaced by Best Buy. In the end, we just wanted a system that worked and performed well for my sons hard earned $1150 dollars. Request a refund on all labor and stereo system (will replace) and 50% on all other items. We prefer not to deal with this business any further in person.

  Business response

  10/27/2021

  to whom it may concern  regarding ************************************** is simply an abuser! he doesn't understand he cannot turn the volume up all the way and expect it to sound good.  To insure Mr. ***** was happy, we spent multiple hours replacing all the speakers and even went as far as replacing the radio all at no charge. had we charged him it would have been been over 300 in man hours. When we finished we made sure his son was happy before leaving the store and he was. As Mr. ***** stated he called back stating the system is cutting out and expressed he is having Best Buy install a new radio and wanted a refund on our unit, at this point there is nothing we can do for him so we agreed to refund the radio despite the fact he signed a No Refund contact. then once again he called back saying Best buy couldn't get him in for two weeks and now demanded we give him the speakers at cost and refund the radio. 

  Mr. ***** has to understand there is nothing wrong with the two sets of speakers and two radios we installed for him, he needs to understand you cannot put things at full volume and expect it to perform properly.  its like driving a car at full speed all day and not expecting it to overheat. .

  We need to all ask ourselves why would he want to keep the speakers if there is an issue with them? he simply is trying to make an issue to get something for nothing. just like our first conversation with him he stated he wanted me to authorize our manager to give him a free amplifier which i expressed no.   

  Even though Mr. ***** signed a No Refund contract, due to his actions being disrespectful to our team and now telling customers in store Not to purchase from us. we agreed to pull our product and refund ALL his money to separate from Mr. ***** and never to business with him in the future 

  we consider this matter closed once he returns our product and we refund him his money. 

  Thank you in advance . 

  Customer response

  11/03/2021

  Good morning,
  Thank you for the prompt action on this consumer complaint.  I believe the given response speaks volumes about the treatment I received from the employees of this business.  The response is nothing less than I expected and indicative of their current reviews.   Very little in the response is accurate and overall disappointing and indicative of the prevalent poor reviews of this operation.  The main purpose of this complaint has been accomplished and should serve as yet another reminder to potential future customers  and the ownership of this operations to reflect upon.  No further action is necessary  from the Better Business Bureau.

  Sincerely,

   

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

  Business response

  11/06/2021

  Thank you BBB,

  We have tried multiple times to get him back in the store and he refuses to answer the call or return in. So moving forward, we consider this matter closed. 

   

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an AMP kit and had the store on **** and ************* in ******* ** install the product. Everything seemed fine at first. Spent around $1900 for all my equipment to be installed. Was told there is a lifetime warranty and if there was any issues to go back and they can look at it and fix it. After going back because it sounds like the subs are not wired properly, not noticing after a year and a half until someone who does speakers pointed out that my bass does not stay on when fading, they told me the install warranty was only a year. I'm not wasting anymore money for them to correct an issue. They charged me for a full sub and amp kit to power all my components and now want to charge me again to fix their poor install. Unfortunately don't have a receipt but they were able to look it ** in their system.

  Business response

  09/28/2021

  to whom it may concern,   at no time was he told there would a labor charge, what was expressed is the way he is asking for the lc7 to be wired may not happen without him losing the front summing. which we tried to explain this but he just left the store  even though we told him we would look at it for no charge.  he is more than happy to bring it back and if we can rewire it the way he wants without losing summing we will. but if not he will not have proper fade.

  let him know to stop by and see James 

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased replacement speakers and installation for **** ***** Silverado on 8/17/21 in the amount of $422.94. New speakers did not correct the original problem which was static like radio reception. (Bad diagnosis?) Were speakers O.K.? Gave me an additional quote of $300+ to replace the radio.Install Process:Installers had to remove the interior door panels. In the process of removal or reattachment, molding around the passenger side door/window was broken. Upon completion this was not mentioned to me. I notice four days later and returned to store to ask for assistance. The only response was "see this notice about vehicles five years or older". Some attempt at denying any assistance with repair. Not even a recommendation on how or where to obtain repair. Basically "sorry" "too bad". Really! That's it.Audio Express Invoice # T17650 Store AE24

  Business response

  08/25/2021

  attached

*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. ↩