Complaints

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:01/24/2024

  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.

  This occurred on January 10th and I haven't been able to get a response or someone to fix their damage to my system and cabinet since. I had a tech from Meyer's come to do some work on my sound system and he made it worse: the speakers are out of sync sonically (causing an echo chamber effect) and they don't uniformly convert over to a streaming service: one speaker remains on broadcast TV while the other 5 speakers convert over to the streaming channel.Additionally, when the tech slid one of the amplifiers forward he damaged my custom made cabinet by denting/scraping it across the cabinet edge.

  Business Response

  Date: 02/05/2024

  Our technicians were on-site last week and resolved the issues described by ******************* 

  Customer Answer

  Date: 02/07/2024

   
  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:10/23/2023

  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.

  3 months ago I sent George Meyer AV my receiver (NAD C375BEE for repair). This shop is a certified NAD repair center, so after inquiring with NAD about repair for my unit, I was directed to George Meyer (the nearest center). Upon receiving my unit, I got the initial call from them saying the unit looked great and it's probably just a routine capacitor replacement. 8 weeks later I got the follow up call from them, saying that they've just now given it a closer look, and that multiple capacitors need to be replaced and my new quote is $850, which could go higher. I told the person on the other end that Im familar with the cost of the parts (about $100) and that a $750 labor markup is ridiculous price gouging, targeting people who dont know better. This ****** him off, and he quickly ended the call, saying someone would call be back with info on how to retrieve my unit.I get a call a week later from another angry gentlemen, who's trying to tell me I have to send them another $60 check just to receive my receiver back (still broken, still not fixed). I paid them $80 as a down payment to look at the receiver, and now after seeing through their price gouging, and being billed $60 more in relatiation just to get my receiver back (That I own, it is my property).In conclusion, this is an unethical business who seeks to extort potentional customers. They have my property, that they have not worked on, and are holding it ******, refusing to return it unless I pay more money. This is borderline criminal and needs to be investigated.

  Business Response

  Date: 10/25/2023

  We want to be clear we will not be bullied. Our staff will not respond to this or any customer's verbal abuse. Accosting our shipping team in a loud, profanity-filled rant over the phone will not work with us. Everything is expensive now. Dakota's unit needs almost 40 capacitors, plus other parts, and hours of work to restore. We don't cut corners,every repair is thorough and complete. ****** waffled over the estimate for 2 weeks and eventually rejected it. His claim that we wanted to charge him to pick the unit up is false. He is welcome to come and pick up the unit anytime. If he wants us to ship it to him, there will be a charge, we do not ship units back to customers for free. 

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20762452
  
  I am rejecting this response because:

  They make me out to be some bully, absusing their staff, when they are the one's preying on customers. They've set up an unethical business, where as a certified repair center for a number of high end audio companies, they get customers directed to them for repair of high end audio equipment that less experienced technicians cant work on. They require an $80 deposit upfront, but reassure the customer that the cost will go towards repair. They then quote the customer an astronomical number that's almost as much as the equipment is worth, in an attempt to pressure the customer into accepting it. If refused, the shop then says that the deposit DOES NOT go towards the cost of shipping your equipment back, and quote you another large figure just to send you your own property back. 

  They've been accosting me online, replying to my reviews with this same false statement (word for word). At this point all I am requesting is my equipment back. They say it costs $80 to ship it to me, and I wrote them a check for $80, included in the box with the receiver. They know full well I live 400 miles away, and try to say "You can come down any time to pick it up!", to save their ***** when they refuse to ship my equipment back to me.

   

  They still have my property, and I will not be satisfied untill I get it back. Right now it's theft. 

  
  Sincerely,
  
  Dakota ********

  Business Response

  Date: 02/27/2024

  We want to be clear – we will not be bullied. This customer verbally abused our staff, using an aggressive tone and foul language. We do not respond to loud, profanity-filled rants directed at our team members. Additionally, there were several reviews posted on social media sites accusing us of being criminals, who were holding the unrepaired unit ransom. We eventually had to secure the advice of a lawyer to handle any potentially liable or slanderous statements from the customer. 
  

  The repairs necessary for the unit amount to almost 40 capacitors among other parts, and would take a few hours of labor to do correctly. All of the parts and materials we use have gone up in price. We understand that repairs have gotten expensive, but it is beyond our control.
  

  The customer waffled over the estimate for 2 weeks and eventually rejected it. The $80 he paid up front covers the evaluation of the unit and the estimate he received. It does not cover shipping, as he and all customers are made aware when we take their units in. If he wants us to ship it to him, he can send us a shipping label and we will do so right away. 

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 20762452
  
  I am rejecting this response because:
  Same stock message they’ve always been sending me. Zero actual communication, zero resolution
  Sincerely,
  
  Dakota Saferite

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  A Velodyne subwoofer input processor board that was not working was sent to them for them to diagnose the problem on 7/27/2022.They were paid their standard rate of $80 for the diagnosis. In addition I paid $21.48 to ship it to them and $43.52 for return shipping for a total of $145.They committed to diagnosing the input processor board and identifying the faulty part on the board. I had already told them that I knew the input processor board had a problem but I did not know what the specific problem was.I have repeatably asked via email and telephone calls to the owner, *****************************, to identify the part on the input processor board that is not functioning. The only response is that it is "a proprietary parts issue."There are several proprietary parts on the input processor ************* of them can be identified by a part number that is readable on the part.My research indicates the parts are available from the *** manufacturer.However, I need to know which part has malfunctioned and ******************************, will not provide the information. The only information provided, on the purchase receipt, is the input processor board needs to be replaced and it is no longer available.However, the parts are available and there are other companies that can replace them.I need ***************************** to provide the information I paid them to provide.

  Business Response

  Date: 08/14/2023

  In most cases we are able to fully repair vintage Velodyne subwoofers.But, this unit has two bad ICs that need reprogramming. Our technicians have spent many hours attempting to program blank ICs with the appropriate software. They have not been successful, and as a result have lost far too many hours working on it. In addition,there is no support from Velodyne, as this model was manufactured in the first decade of the 2000s. 

  Customer Answer

  Date: 08/19/2023

   
  Complaint: 20401332
  
  I am rejecting this response because:

  The communication from the company is poor and confusing.
  
  In previous calls and emails ******************** stated, Sadly, We have a proprietary parts issue. He led me to believe a single IC needed to be replaced. Now, the number of claimed bad ICs has increased from one to two.
  
  This is also the first time the business has stated it is a programming issue. I am still confused as to whether it is only a programming issue or if the ICs have a physical problem and need to be replaced.
  
  There are at least 18 ICs on the board and the company has not identified exactly which ones need programming if it is only a programming issue.
  

  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/11/2022

  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 sent my turntable - a Thorens TD 145 MKII to them on 1/24/22 to be fixed for hum and modified with output RCA jacks and a grounding post, and a power cord receptacle to be added. Been emailing and calling and talking with ****** and ***** for months. Promised over and over that the unit would be finished. Keep being told tech is out and not finished with assembly over and over. I requested photos of my unit this morning (said its still humming and tech is out again and not finished) and haven't received any photos. But last week I was told unit would be finished multiple times ("by end of the day"). At this point I don't know if unit is lost or what I can do to recoup the cost of the loss. I also sent in a brand new stylus cartridge - the Audio Technica VM740ML which I paid $350 for brand new for them to install. I paid $154 to ship. Please help as I just don't know what to do at this point. I've already called and emailed countless times. I've included the shipping receipt (from January), the initial form I filled out for them for repair, the $80 charge from February 8th, and an email from April. If there is a refund, I can't get the unit back broken either. I can come up with a replacement value for the table it is a pristine cosmetic condition, vintage, 1976 Thorens TD145 MKII. I can search for the receipt for the cartridge ($350) too if needed but its in the repair documentation and they confirmed receipt over the phone.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 8, 2022/07/29) */ ************* repair did take much longer than we anticipated and there were multiple delays during the 6 months we had his turntable in our shop. We required a craftsman with woodworking skills to help out with some of the modifications and there were a number of delays and false starts in getting that individual in front of the unit. We did eventually complete the repair and waived 100% of the repair and return shipping costs as an accommodation.