ComplaintsforSkar Audio, Inc.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 4 Skar VXF12 d2 from Skar in March of 2022 and in June of 2022 1 of them bleww apart into pieces. I emailed Skar and even sent pictures. They emailed me back to say they were not covered by the warranty. I have tried to contact management and their phones will not accept calls. We have spent thousands of dollars with Skar and have recommended them to many people.

  

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2022/07/17) */ Contact Name and Title: Joseph T. Contact Phone: XXX-XXX-XXXX Contact Email: ******************** Better Business Bureau Team and ****** ******, Thanks for allowing Skar Audio the opportunity to respond to this claim. On June 25th we received a request to begin a warranty claim from ****** ****** with a photo of a VXF-12 D2 subwoofer. Upon the initial review of the photos that were sent to Skar Audio of the subwoofer there appeared to be significant accidental or external damage to the equipment. Skar Audio's warranty policy does not cover external or accidental damage so the initial request for a warranty request was denied. Upon further discussion with ****** ****** we were informed the equipment was not physically damaged due to external or accidental damage. Skar Audio then opened up a warranty claim for the customer. We received the equipment back at our facility and tested the equipment in accordance our warranty policy. After testing we did determine the equipment is covered under our warranty policy and a replacement was provided and delivered on 07/14/2022. Thanks again for allowing us the opportunity to resolve this issue. Regards, Skar Audio Management Team Consumer Response /* (2000, 7, 2022/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is all I wanted was for skar to stand behind their warrenty.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I order a sub and subwoofer box, split up payments boxes were beat up and tried to return reach SKAR few days after alleged delivery as I got a different date, later date, but maybe it went o 110 east, anyways believe if the BBB checks after tried to email skar off their customer service or email web site but never got a response, tried email from orders same thing, tried email contact through amazon pay which did start half the return, box leaked seams, sub just guess ok but did not seem to work well so after these contacts failed few each tried BBB Skar for a quote to see if this would get someone at skar to open and respond to problem not sure if BBB keeps track of Skar Quotes through their BBB web site but that was a week or so into issue believe or a least follow up trying to get help as before go to orders see dated and invoice numbers and able to work but this time could not pull up bother invoice numbers as they were separate and even got a email saying will follow up with refund then no warranty because of stall.We have sent you an e-mail outlining how to process a full return for a refund. We sent this e-mail to email. Tried their support, ran around amazon pay, but now their giving me since took then while to even respond finally tried facebook within 30 days, but by time got home to see finally responded now issues not my fault they ignored me gas was so high drove to florida camped out.

  

  Business response

  08/01/2022

  Business Response /* (1000, 11, 2022/08/01) */ BBB team, Thanks for allowing us the opportunity to respond to this claim. Skar Audio worked with Mr. ******* ****** to provide a full refund and a replacement for the RP-75.4AB. We have had multiple communications with Mr. ****** and they confirm a resolution to the issues he was experiencing. If Mr. ****** is unhappy with the resolutions we worked together with Mr. ****** to provide we are happy to review this information further. I have attached all of the communications we have had with Mr. ****** to this response. If Mr. ****** has any questions about the resolution we provided he has our contact information and we are happy to assist him. Thanks, Skar Audio Management Team Consumer Response /* (2000, 13, 2022/08/01) */ They recently did take care of issue. Heat been running behind old folks 103 plus 7 degrees more humidity been hot but thanks due to your contact they did finally reach out fixed communication issue and followed up.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in two items to Skar audio to be replaced as they were damaged from shipping and faulty. Keep in mind this amp had made my fuse catch on fire and melt on my electrical systems in my car and ruined a lot of stuff. It didn't blow, it just caught fire. I sent a subwoofer and an amplifier in, but they only sent my amplifier back. They then proceeded to ghost me on email when I confronted them. Skar audio should be ashamed of the way they treat customers. They deflected blame for $100's of dollars worth of damage and denied that it was their problem when they said they wouldn't replace any of the damage.

  

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/06/10) */ Dear BBB & Mr. *******, Mr. ******* purchased (1) Complete Subwoofer Package, including a loaded EVL-1X12D2 Enclosure, an RP-1500.1D amplifier, and 4 Gauge Wiring Kit on November 28th 2020, via SkarAudio.com # XXXXXXXXXX. Mr. ******* contacted Skar Audio via Skar Audio Support on September 15th, 2021, at 10:41 AM, to explain the difficulty that he was having with the fuse. Skar Audio Support Team responded promptly, asking Mr. ******* to send images of any damage that occurred so we could provide an expeditious resolution. Skar Audio Support provided a complete solution for Mr. *******. Mr. ******* followed up with Skar Audio Support via messaging platform on March 28th, 2022, explaining that Mr. ******* was having trouble with the amplifier and subwoofer. Skar Audio Support Team responded promptly, providing Mr. ******* with information on initiating the warranty. Mr. ******* sent the equipment back to Skar Audio for a full review. Skar Audio replaced the subwoofer, which arrived via FedEx on June 7th. The Skar Audio Warranty Team tested Mr. *******'s amplifier showing no signs of error or defect. This unit is still in transit to the customer, and Skar Audio has been in contact with the carrier to investigate the delay in delivery. Skar Audio is known to have one of the industry's most customer-friendly return and warranty policies. Skar Audio consistently receives testimonials on how happy customers are when owning Skar Audio Products and their interaction with our Customer Service Team concerning our company policies. The Skar Audio Support Manager attempted to contact Mr. ******* by phone on June 6th, June 7th, and June 10th, 2022. The Skar Audio Support Manager left a voicemail including direct contact information to assist Mr. ******* further. We feel that this complaint is unwarranted as we provided Mr. ******* with return information and have repeatedly warrantied the product within our Return Policy guidelines. We at Skar Audio want all customers to have the best experience and will continue to pursue a resolution with Mr. *******. Josh T. Customer Support Manager Skar Audio, Inc ******@skaraudio.com

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a sub woofer package like 30 days ago and both subs are making a weird noise one is completely blown have emailed the company with no answer it's been a week plus since I emailed them I bought these for my brother for a birthday present I would just like to warranty them out

  

  Business response

  05/20/2022

  Consumer Response /* (3000, 12, 2022/05/19) */ I have not heard from them at all Business Response /* (4000, 14, 2022/05/19) */ Dear BBB, Ms. ***** *****, and Mr. ******* ******* Ms. ***** purchased (1) SDR-2X12D4 Complete Subwoofer Package on February 22nd, 2022, via SkarAudio.com (#XXXXXXXXXX). Skar Audio had not received any notification from Ms. ***** or Mr. ****** before the BBB notification alerting us of the problem Mr. ****** was experiencing with the equipment. The Skar Audio Support Manager immediately contacted Mr. ****** by phone on May 19th, 2021, after hearing about the trouble that Mr. ****** was experiencing. The Skar Audio Support Manager and Mr. ****** determined Mr. ****** and Skar Audio could work together to troubleshoot the difficulties Mr. ****** was having with the equipment. To begin the troubleshooting process, Mr. ****** sent an email with pictures of the equipment when Mr. ****** returned home from work on May 19th, 2021. Skar Audio called Mr. ****** to provide feedback on Mr. ********* email correspondence to confirm that the equipment could be re-tuned as an immediate solution to the problem. Mr. ****** and the Skar Audio Customer Support Manager worked together to go through alternative tuning options. At the end of the discussion, Mr. ****** was delighted with the performance of the equipment and advised that Skar Audio had assisted in providing a complete resolution to Mr. ********* trouble. We at Skar Audio appreciate Mr. ****** and Ms. ***** for allowing us the opportunity to provide an excellent experience and comprehensive solution. Sincerely, Josh T. Customer Support Manager Skar Audio, Inc ******@skaraudio.com Consumer Response /* (2000, 15, 2022/05/20) */ I was contacted by skar audio they are fixing the problem. Thanks for all the help

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  they sent me broken **** and refused refund or return. Then after i filed a claim through amazon they sent me a shipping code, but had no return request, and no box, so they wanted the **** back but wasnt gonna give me a refund. pretty much a double scam. 30 emails later and 12 amazon chats later and no resolution, Skar audio stopped replying to me or amazon

  

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/04/10) */ Dear BBB & Mr. ****** *******, Mr. ******* purchased (1) SDR-2X12D4 loaded subwoofer enclosure and (1) RP-1200.1D amplifier on March 17th, 2022, via Amazon #XXX-XXXXXXX-XXXXXXX. Mr. ******* contacted Skar Audio via the Amazon messaging platform (attached) on March 20th, 2022, asking about the SDR-2X12D4 equipment. Skar Audio Support promptly provided information to Mr. ******* to assist. Mr. ******* followed up with Skar Audio Support via Amazon messaging platform on March 23rd, 2022, explaining the difficulty that he was having with the subwoofers. Skar Audio Support Team responded promptly, providing Mr. ******* with troubleshooting steps to assist in providing Mr. ******* with a resolution. Mr. ******* advised that the trouble persisted, Skar Audio Support team initiated a warranty and provided Mr. ******* with a prepaid shipping label to send the equipment to Skar Audio for a full review, refund, or replacement. Mr. ******* advised he wished to have the equipment refunded and that he was unable to ship the equipment to Skar Audio, due to not having a shipping box. Skar Audio is known to have one of the most customer-friendly return and warranty policies in the industry. Skar Audio consistently receives testimonials on how happy customers are when owning Skar Audio Products and their interaction with our Customer Service Team concerning our company policies. The Skar Audio Support Manager attempted to contact Mr. ******* by phone on April 1st, 2022. The Skar Audio Support Manager left a voicemail including direct contact information to assist Mr. ******* further. Skar Audio contacted Mr. ******* again to advise that Mr. ******* would only need to return part of the equipment to ensure he could fit it in the shipping box. Mr. ******* refused to return the equipment. We feel that this complaint is unwarranted as we provided Mr. ******* with return information, and a prepaid shipping label to return the product for a full refund within our Return Policy guidelines. We at Skar Audio wants all customer to have the best experience and we will continue to pursue a resolution with Mr. *******. Josh T. Customer Support Manager Skar Audio, Inc ******@skaraudio.com Consumer Response /* (3000, 7, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They refused to help me with a box. They only offered return because they knew without a box I wouldn't be able too. My city don't sell odd long boxes that support 100 pound carry weight. Business Response /* (4000, 9, 2022/04/14) */ Dear BBB & Mr. ****** *******, Skar Audio received Mr. ****** *******'s response advising that Mr. ******* was unable to ship the equipment due to the size of the loaded enclosure. Skar Audio proactively reached out to Mr. ******* to offer Mr. ******* an alternative solution. The alternative solution offered to Mr. ******* only required a portion of the equipment to be returned for a full refund. Skar Audio advised Mr. ******* that the Company was still willing to offer him a full refund for this solution as a courtesy. Mr. ******* again refused this as an option. Mr. *******'s complaint is about the inability to ship an oversized package back to Skar Audio. The protest specifically concerned not having a large shipping box to ship the equipment. The alternative solution provided to Mr. ******* eliminated the need to send the enclosure and only required that the subwoofers be returned. Skar Audio requires equipment to be returned to Skar Audio to qualify for a refund within 30 days of ordering. We have provided Mr. ******* with multiple options to provide a complete resolution. We feel that this complaint is unwarranted as we provided Mr. ******* with return information, an alternative solution, and a prepaid shipping label to return the product for a full refund within our Return Policy guidelines. Josh Timmons Customer Support Manager Skar Audio, Inc ******@skaraudio.com Consumer Response /* (3000, 11, 2022/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will only return the entire order that way I am backed by policy of amazon. All the seller has to do is say I didn't send the full order and amazon will void any refund I have since thrown the subwoofers in the garbage and ordered some elsewhere. You are a scam and sad as heck. I will never recommend you to anyone. Not even my most worst enemies.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They canceled an order from Amazon took my money first. Then I tried to pay for it through skar website they took my money again and I still don't have anything. I want to know how you can stay in business if you can't fill an order why are they taking the money. Everyone needs to know that they're taking people's money

  

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/03/22) */ Contact Name and Title: Joshua T. Contact Phone: XXXXXXXXXX Contact Email: ******@skaraudio.com Dear BBB & Mr. ****** *****, Mr. ****** ***** placed an order for a SDR-1X12D2 on March 22nd 2022 via SkarAudio.com. Mr. ****** ***** contacted Skar Audio Support on March 22nd 2022 in reference to the order being canceled prior to shipment. Skar Audio Support team responded to Mr. ****** *****'s email advising that the order was canceled automatically due to internal fraud controls. Skar Audio Support Team reassured Mr. ****** ***** that Skar Audio is more than willing to assist. Skar Audio Support Manager spoke with Mr. ****** ***** on the phone and walked him through why the order was canceled and assisted Mr. ****** ***** with the steps necessary for resolution. Skar Audio looks forward to Mr. ****** *****'s resubmission of the order and is available to assist Mr. ****** ***** if any future problems arise. Josh T. Customer Support Manager Skar Audio, Inc ******@skaraudio.com Consumer Response /* (3000, 7, 2022/03/23) */ Skar Audio has taken care of the issue and I was given there new number.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a speaker box and amplifier combination. One of the speakers blew and they won't replace it. Also I bought a 2400 watt speaker and amp system combo system as advertised but they sent me a 1200 watt system buy will not correct the problem or identify their mistake. I called and spoke to some guy but the guy told me it's my problem now and hung up on me.

  

  Business response

  11/11/2021

  Business Response /* (1000, 6, 2021/10/30) */ Dear BBB & Mr. ****** ********, Mr. ******** purchased (1) SDR-2X12D4 loaded subwoofer enclosure on March 15th, 2021 via Amazon #XXX-XXXXXXX-XXXXXXX. Mr. ******** contacted Skar Audio via Skar Audio Support (attached) and the Amazon messaging platform (attached) on August 6th, 2021 to explain the difficulty that he was having with the subwoofer. Skar Audio Support Team responded promptly, providing Mr. ******** with available warranty options. Mr. ******** did not reply to Skar Audio Support directly however, Mr. ******** had replied on the Amazon messaging platform, seeking a prepaid shipping label for the item. Skar Audio provided Mr. ******** with the Warranty information, including shipping instructions, and RMA number explaining that a shipping label is only provided within 30 days from the initial order. Skar Audio successfully was able to reach out to Mr. ******** and provide an alternative method to warranty the non-working equipment. Mr. ******** was more than willing to work with Skar Audio and we have shipped out a replacement item to ensure 100% satisfaction. Consumer Response /* (2000, 8, 2021/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company resolved this complaint with respect and honesty. They sent us a replacement speaker that we originally requested and with the BBB help this problem is resolved. Thank you

• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a speaker box from them that came defective. They refused to exchange item for one that was not defective.

  

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/10/04) */ Dear Mr. ***** and BBB, Mr. ***** alerted Skar Audio via email on 9/20/21 at 9:55 PM EST that he believed that he had received a defective item that was purchased on 8/28/21. Mr. *****'s email was responded to the next business day as the email was originally received outside business hours. Mr. ***** was kind enough to provide pictures of what he believed to be the defect with the item ordered and in response, provided the information on how to return the item to us for full examination and replacement of the defective item that required further review. Mr. ***** felt that it was not an acceptable solution that Skar Audio could not charge his original payment method a second time and send another unit to Mr. ***** prior to inspecting the item for damage. Mr. ***** was also offered a prepaid shipping label to have the item returned at no cost on 9/22/21 to ensure that the issue was handled properly and expeditiously. Since being provided a prepaid shipping label, Mr. ***** has not been able to be successfully reached via phone and has not returned any email communication to Skar Audio that offered further alternate solutions to be able to assist. Based upon our internal investigation, Skar Audio has provided multiple solutions in a timely manner while continuing to follow up for resolution with no response. With that being said, while we are happy to resolve any issues that arise from a manufacturing defect or damage during shipping, we have found Mr. *****'s claim that the item was refused to be exchanged is untrue according to communications that have been provided for review. Consumer Response /* (3000, 7, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like an exchange of the subwoofer box for one that is not defective. They still have not sent me a new box. I've offered to put a hold on my credit card while they wait on the old box to be mailed back but they declined. I just want a box that is not defective and I will ship the defective one back once I receive a box that is not defective. Business Response /* (4000, 9, 2021/10/09) */ Dear Mr. ***** and BBB, Skar Audio has been in contact with Mr. ***** and provided Mr. ***** with an additional solution. Mr. ***** accepted the alternative solution and has been in communication with Skar Audio to work toward a final resolution. A brand new enclosure is set to arrive on Sunday, October 10th.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I basically order an amp and paid over 1000.00 dollars for this item it was on warranty the equipment was faulty so they said they would send a new one at this time they said they would send a tracking number attached in email so I could watch for package they did not needless to say I live in a bad part of town and the shipment came and fed ex saying someone signed for it when I contacted Skar audio they said I could contact Shopify to file a claim , Shopify said the shipper must file Claim , I contacted Skar audio again to find out who signed and to send me that info they sent it and it says covid 19 on signatures but packages require signatures . We went to fed ex file a claim with them they are saying driver met someone on porch that signed claiming he was me in apt 3 ! We have now filed a investigation with the police with both audio and fed ex due to negligence we are at a loss for over a 1000.00 merchandise ! When I contacted Skar for serial Numbers they refused and said they

  

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/10/02) */ Dear BBB and Mr. *******, Mr. ******* contacted Skar Audio in regard to a warranty claim for two amplifiers that were stated to be damaged while in use in his vehicle. Due to the extent of the damage, Skar Audio was unable to determine the source of the issue to determine if the amplifier was defective due to improper use/installation or a defect with manufacturing. As such, Skar Audio elected to provide Mr. ******* with a replacement amplifiers to ensure that Skar Audio honored its warranty policy. Skar Audio shipped Mr. *******'s amplifiers via FedEx and received proof that the amplifiers were delivered via FedEx. The amplifier's, due to the original purchase cost, were shipped with a signature requirement. We have provided this proof of delivery and FedEx has confirmed that they did deliver to the proper address while adhering to their amended signature required policy to which we have provided as well as part of this response. Additionally, at the time of shipment, Mr. ******* was emailed by our automated system and this was confirmed by the system developer as we have also provided. It is Skar Audio's position that items that are confirmed as being delivered via a signature requirement by the carrier along with an investigation by the carrier that confirms that the package was delivered successfully are not replaced or refunded. Consumer Response /* (3000, 7, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are disputing this claim for the simple fact that they did not send us confirmation they were mailing parcel out ! We did not receive any emails or tracking numbers for these packages ! When we contacted them about not receiving the package they stated it was shipped and to check our spam for confirmation ! Again there was no email ! We are basically saying that on the other occasion when we ordered the same merchandise it was left outside apartment 3 door but required a signature and no one signed for parcel. And thesame merchandise was suppose to be sent out delivered and again was left in building but was not signed by myself and basically were supposed to be signed for through fed ex but the signature signed was the same covid 19 ! Now we ordered the item again a third time and was delivered to my fiancé house and there was suppose to be a signature for one of the packages but not the other one ! The one that required a signature was not signed and was up stairs in lobby by mailboxes and the other was left by door in front of my actual apartment all saying the same thing covid 19 signed , which means no one signed for any of these packages ! I am clearly upset I have contacted the police to do an investigation as well into the theft from my apartment complex ! However if i knew it was coming in email as this business had stated I could of watched for the fed ex truck , and package would not have probably been stolen ! I believe the were negligent by not having signature and by not sending tracking info to let me know ! Business Response /* (4000, 9, 2021/10/25) */ Dear BBB and Mr. *******, Skar Audio processed the shipment of the warrantied equipment to Mr. *******'s original address with a signature requirement. The amplifiers were shipped via FedEx and Skar Audio received proof that the amplifiers were delivered via FedEx. We have provided this proof of delivery and FedEx has confirmed that they did deliver to the proper address while adhering to their amended signature required policy to which we have provided as well as part of this response. The attached documentation also provides evidence that communication was sent prior to shipment. It is Skar Audio's position that items that are confirmed as being delivered via a signature requirement by the carrier along with an investigation by the carrier that confirms that the package was delivered successfully are not replaced or refunded.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I payed for one of their evl-12 bass packages that came with a wiring kit. The fuse melted and burned, which means it was defective. The melted plastic melted to my fuse box and burned a hole in it. It never blew, it just burned and melted. After contacting customer service 2-3 times, each time I'd tell them about the damage they'd never respond. They are trying to evade have to pay for a replacement or own up to a faulty product by not responding to me. This is unacceptable.

  

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/09/26) */ Dear Mr. ******* and BBB, Thank you for the opportunity to address the the issue that you were having with your fuse holder. We have investigated the interactions with our customer service team and found that in each message received, our customer service team responded promptly and did not received a return response when attempting to assist in providing a resolution as we were unable to view the files in the format in which Mr. ******* sent the pictures for review.. We are happy to report that we were able to make contact with Mr. ******* and provide resolution in replacing the fuse holder that was damaged.

*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. ↩