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:07/17/2023

  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.

  On June 13th I went in to get my car's speakers replaced since one of mine broke (the total payment including the speakers and service was $344.71 after tax). After the installation, within a few minutes my car's speakers stopped working. I went back to them later and they told me it could be the stereo itself. So on July 8th I payed to get that one replaced for $182.46, and the same issue happened (speakers stopped working), and this was after I purchased a new stereo on Amazon. I had to return it.Afterwards, I went to Car Toys and payed them to troubleshoot/repair the car's speakers. It turns out it wasn't installed correctly and there were grounding issues, which is why they kept going out. After their initial repair, the audio is still very distorted and I already made three trips to Car Toys to get it repaired, but it's still not fixed. I still have to make another trip and get everything rewired.When I went back to Drive-In Auto Sound and asked if they could help me with the initial problem I had with them, they told me they'd have to charge me to troubleshoot it. I do not think it's fair that I'd have to pay them a third time for them to attempt to fix a problem they made. Is there anything that can be done about this? Thanks.

  Business Response

  Date: 07/18/2023

  ***,

  We are more than happy to look at the car and see what is causing the problem at no charge.  Please ***************** at the Powers store and he will get you a time set, ************.   If we are unable to resolve the problem we will refund all the labor accociated with the install.  If you want the money back on the speakers we can remove them and refund them as well.  Please contact me directly if you have any issues.

  Thanks,
  

  *****

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

   

• Initial Complaint

  Date:04/10/2023

  Type:Product 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.

  3-8-23 Purchased Apple CarPlay unit for 2018 ***** 6 for $595.09 after tax from Drive In Autosound. I was given confirmation that the part would be compatible with my vehicle. Upon its arrival I was informed that I would have to update my system software in order for unit to be installed.3-23-23 Picked up unit from Drive In Autosound as the dealer had to update the software and would install the unit for me. On that date I paid Drive In Autosound $45.09 in additional shipping fees for the unit to be released to me.3-27-23 Dealership (************************************** at *****************************************************************) was unable to get Apple CarPlay to function after installing the provided unit. They then used a known good CarPlay USB unit from their parts department to verify that the provided part was faulty, and verified CarPlay operates as designed in the vehicle. They determined the part they provided is either defective or not compatible with the make and model of their vehicle.4-4-23 Spoke with ****** at Drive In Autosound who promised a refund on the product as long as all parts are returned. I explicitly verified that I would receive a full refund for the equipment. Because of this guarantee I scheduled an appointment at the dealership for the bad unit to be removed and an official OEM unit installed.4-6-23 The dealer removed the faulty equipment and installed their OEM CarPlay system. Product works as intended. All components from Drive In Autosounds product were bagged.4-6-23 Returned all equipment to Drive In Autosound and was informed I was ineligible for any refund whatsoever as a connector had been pulled from the wires. What appears to be a simple soldering job is preventing me from receiving a refund of $640.18 in total. All parts were returned from a nonfunctioning unit per the verbal agreement. The goal post was moved to push the cost onto the dealership, who worked with me every step of the way. Service advisor *************************** can confirm all details.

  Business Response

  Date: 04/13/2023

   

  Hi,
  

  I have reviewed the submitted information and pictures with my manager.  The reason the product was not returned for a refund is because of the physical damage to the equipment.  The cable end was pulled apart by others trying to remove the cable causing damage to the cable and possibly the internal components if this was done while the unit had power.  As you can see in the pictures there was a tremendous amount of force required to pull the cable apart and cannot simply be soldered back together. 
  

  Our sales invoice states that damaged products not in a new condition will not be allowed to be returned.  This part was also a special order and comes with a warranty,but it does not cover physical damage. I do understand the frustration and would offer to return the product to the manufacturer and see how much they would charge for repair.   We would then refund the difference between what the customer paid and any repair cost.  If you could please drop the product off at our store, we will get it sent to the manufacturer.  The process usually takes about 30 days  

  Best Regards,

  *****

   

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19911044
  
  I am willing to negotiate the terms of this solution. Before accepting anything, I need a written guarantee that I will receive some sort of compensation if this is the route we take. I cannot in good faith release the equipment to you if I will not receive anything in return. I am already out over $600 because of this, so I need to know Im not throwing this away by releasing the equipment to you. Every step along the way I have been promised solutions that have not been honored by your company. I am not willing to let that happen again.

  Please let me know how you would like to proceed. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/17/2023

  To be clear when we agreed to refund the unit you did not tell us if had been damaged.  We only found the damage when you tried to return it at the store. When the situation changed, we were unable to return the product.     
  

  We are still willing to send the unit back to the manufacturer and supply you with any correspondence about the unit repair.  If the unit is not able to be repaired, we will return the unit to you at that time.  We will supply you with an acknowledgment of receipt when you bring the unit to us. If we do not have an amount for the repair/refund or correspondence from the manufacturer the unit is not fixable within 60 days, we will refund the entire amount of the purchase.  
  

  Please make sure you leave a good email and phone number with the store. As one of the owers I will personally be contacting you wtih undates on the unit.   
  
  *********************

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

  Customer Answer

  Date: 04/18/2023

   
  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. 
  
  To be clear, the unit had not been removed from my car or any damage revealed when that deal was made. Every step I made was due to your office not having all of the necessary information available during purchase. Had I been informed that you would not be able to install it without a third party involved, I would not have proceeded with the purchase in the first place. I was offered less than half of the purchase amount as a refund after that information was revealed. I hope you can understand my frustration at that solution and how it affected the trajectory of this entire situation.  

  These terms are acceptable, however I would prefer to continue correspondence through this agency if possible. I appreciate your quick response to this matter.

  My phone number is ************. Any calls received will be recorded. 

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