ComplaintsforSommer Sound Systems

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov 3, 2021 we dropped off our 2021 Harley Davidson Roadglide at Sommer Sound on 15th St in Panama City, FL. There was to be an amp, Focal speakers and LED lights installed for a total cost of $3800. A 4 hour job. We were told bike would be ready on sat morning Nov 6. It was not. We were then told it would be ready by 10am the 7th. It was not. We were then told that bike would be ready for pickup the evening of the 7th. It was not. We picked up motorcycle on Nov 8th and check engine light was on. It was not on when we dropped bike off, as this is a brand new bike. Made owner and staff aware and was told "it may reset itself, just ride it a while and see". Rode bike and engine light did go off, however so did amp, speaker system that was just installed!. Owner made aware and bike dropped back off the next day on the 10th. We were told by tech that as soon as he got in the next AM he would figure out the issue and call us. No one called until 6pm that night after I had messaged the owner to please have someone call us about bike. The tech told us that he "had not had a chance to even look at our bike because he had two other bikes there that he had to work on". Unacceptability expressed to tech and asked him "how do you put our bike on the back burner after you've been paid for services that do not work. Our bike should take precedence over anything that came in after our stereo was incompetently rendered non-functioning by you". Tech was told to remove any and all equipment installed and we wanted a refund and to cancel the transaction. This transaction was completed through a lease program and with a 90 day same as cash option and that financial institute was made aware of the faulty merchandise and fraudulent business practices of this business. Owner had 'pitched' sale by showing us pics of work 'he' had done on motorcycles, however he did not do the work nor was he present for any of these encounters even after being asked several times to be present.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/13) */ Mrs. *******, We apologize that things were not done on the schedule as planned. We are working with 2 people only and only have so much time in the day to complete jobs. Your motorcycle was completed on a Sunday, our closed day but my technician came in sick to get your bike done and have it back to you Monday. The same day that you posted your video of the motorcycle stereo cranking and lights functioning properly. You and your husband have been very hostile and abrasive throughout this although we have expressed nothing but sincere apology and have tried to find resolution for you. We have even stayed 30 minutes late three on three different occasions to suit your husbands schedule. I'm not sure how you can say our customer service is horrible when you've done nothing but threaten and belittle my technician and myself. You and your husband are not to return to Sommer Sound Systems property at anytime or you will be arrested. We don't not tolerate violence, physical threats or verbal abuse. And when you came up here with two loads of people to pick the motorcycle up last night in an obvious display of intimidation that was the final straw. Monday we will be filing a restraining order not only on you but your husband as well. Consumer Response /* (3000, 7, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The owner is not being truthful in his explanation of their incompetence. We did pick up our motorcycle with working speakers and lights, however, the check engine light was on and it was not on when bike was dropped off. The very next day however the speakers and amp stopped working completely and Sommer Sound was notified of this. We returned bike to the shop and was told that "first thing in am I'm gonna figure out what the problem is". After 6pm the following day and no call to let us know of any progress, a message was sent to the owner who then had the tech call us only to tell us that he "had not even had a chance to look at it cause I got these other two bikes in here I gotta get out". These other vehicles were brought in for new service and our bike was there for services that had already been paid for that were non-working. Any decent business would have gladly worked to correct the faulty equipment they installed on our bike before moving on to another project. These people are only interested in getting jobs in, getting paid and then no customer service after the sale. They damaged our lids on our saddle bags unnecessarily while incorrectly installing speakers to the top of the lids when they should have been installed from the bottom and been flush with the lid after install. These were car speakers, not motorcycle speakers, that were not even water resistant per admission of the tech that installed them. Pictures of damaged lids will be provided upon request. This shop is installing faulty, non-vehicle specific equipment and then pushing the customer to the back of the line since they've already got their money. We will be pursuing this thru criminal court as well for damages and criminal mischief, as well as fraud. This shop has a reputation around this town of such behavior and we're saddened by the fact that we had no knowledge of this prior to this transaction taking place. We definitely will be looking and considering customer reviews on any future business transactions and we will never recommend this shop to anyone for even a simple battery install. And yes, the owner told us not to come back to his property BEFORE we picked our bike and we did have law enforcement sit across the street in case there was any issues. The business owner would not even come out and address us in person but chose to throw our keys under the garage door he had opened about 10 inches only. He was seen walking back and forth behind door along with the tech and his dog for intimidation. I have this all on video and it has been shared with the appropriate officials. The owner still needs to cancel the transaction through the lease company and return the defective equipment to stock. We picked the bike up Friday and as of this morning the equipment had not been reported returned to the lease company who graciously released us from the lease on Friday. If **** Sommer does not report merchandise returned to Progressive Leasing, we will pursue theft charges as well. Business Response /* (4000, 9, 2021/11/16) */ All equipment has been removed from the motorcycle as per your request. We are sorry things didn't work out. As that is never our goal or intentions obviously. Furthermore we asked that you and Mr. ******* refrain from returning to the property for any reason. If you do, charges will be filed. Bullying and intimidation are serious offenses we don't tolerate. Consumer Response /* (4200, 11, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr Sommer did remove the equipment from our Harley-Davidson, however he damaged our saddle bag lids in the process in inadequate knowledge of installing the speakers. The holes are cut into the lids to where the screws they used to secure the speakers are not even secure themselves. Pictures can be provided upon request. They also cut our stock speaker wires rather than using the wiring harness that was provided. We understand that we will have to follow through with local charges for the damages, however at this point Mr ******* has not 'officially' returned the merchandise to stock as required by Progressive Leasing to finalize cancellation of the lease. Progressive has assured us that no money will be taken out of our accounts but the vendor needs to notify Progressive that the transaction has been cancelled as well for cancellation to be completed. Mr Sommer could've done this Friday when he removed the equipment and yet, 3 business days later it still has not been completed. Mr Sommer has been made aware that if he does not complete this process as required we will file legal action. We just want this whole nightmare over and Mr Sommer can be assured that we have no reason to contact him again nor would we ever dare to refer someone to his shady business.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 05-08-2021 Amount: $ 1,483.16. Went to Mazda dealership beginning of 2021 and was told factory radio would need to be replaced to have screen to work. I went to Sommer Sounds April 2021 for consultation and was told that I would have a radio to be replaced. Purchased radio 05-08-2021 and was told sound wasn't working to take to dealership to flash unit. Went to Panama City Mazda and was told there is nothing to flash new radio that wiring must not been installed correctly. Went to Fort Walton Beach Mazda which refused to diagnostic since radio was aftermarket. I reached out to Sommer Sounds on 05-12-2021 stating no one could flash or diagnostic new radio to replaced the old radio since sound output. I then filed a dispute with my bank Chime on 06-03-2021. And since then have been waiting on a resolution with bank. I did receive a voicemail from Sommer Sounds offering me to get a new speaker system when the current speakers are working fine.

  Business response

  10/25/2021

  Business Response /* (1000, 5, 2021/10/04) */ Contact Name and Title: Bill Contact Phone: 8502156664 Contact Email: [email protected] Shedricka came in and asked for a new radio as hers no longer worked. She had been told at the dealership it was true radio. After discussing the details, she was sold a radio she liked and we installed it according as we have for 24 years. After the installation the car was not doing it's part to allow all the radio functions to work. We were not able to rest it before being pulled in as it did not work. We test radio and speaker output as a routine before taking possession but in this case, it wasn't possible. After speaking to the customer and the dealership that told her she needed a new radio, we went so far as to make an appointment in Destin/Ft. Walton just to help her remedy the problem to enjoy her new updated radio. Months later, we received a chargeback from our credit card company. Shadricka attempted to leave us out monies paid on labor, used parts, lost return policy restock fees and leave us with a used product, no carton or items that came with it, to at least allow us to return the used product to manufacturer for return shipping and restocking fee. Now we received this complaint? We have been nothing short of helping and courteous with Shadricka. With the 5+ months passed, it can not be returned as new. Unfortunately the conditions of this return don't meet our policy guidelines/not manufacturers, and we will not be able to offer a refund. However, if your vehicle is now in proper operating condition, we will be happy to re-install your unit at no charge, just call to make an appointment and we'll get you in ASAP. Or if you choose, you can stop by and pick up your unit any time during store hours just let us know when to expect you. Again, I tried to be more than helpful with you and taking time to help you with finding a knowledgeable dealer since the dealership had mislead you, I hope this helps. Let us know how you'd like to proceed. If you'd like, feel free to contact me directly as well Bill@Sommersoundsystems. Consumer Response /* (3000, 7, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent out a dispute around June and the bank to months on the claim so time passed by. If I receive the item back how will I get it to work? I don't want to replace a perfectly well speakers to get a new radio that should put out sound. My old radio does output sound . I don't understand why dealership or someone can't figure out how to get sound working on new radio.

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