ComplaintsforSkar Audio, Inc.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 15 2019 I purchased 2 Skar VVX10v3 subwoofers. At the time, part of my decision to buy Skar was the fact that repair parts (recone kits) were available. On Feb 14 2021, after discovering an issue with one of my subwoofers, I contacted Skar customer support looking to purchase recone kits. Their reply was that they don't sell recone kits, but I was still under warranty. My issue was that one of the terminals still had a sharp bur from manufacturing, which cut the linking wire, causing internal damage. On Feb 15th I was assigned an RMA, but I never got the chance to ship it back due to a personal mental health crisis. When I emailed Skar (Aug 24) explaining the situation, they said they can't help me, but linked their current sale. I explained I can't afford 2 brand new subs (the model I have is no longer available), the only other option they gave me was to take it to a dealer (no reputable dealers near me) for repair, and they hope I can find a way to "take advantage of the sale"

  

  Business response

  09/28/2021

  Business Response /* (1000, 5, 2021/09/06) */ Dear Mr. ***** and BBB, Mr. ***** purchased (1) VVX-10v3 subwoofer on July 18th, 2019. Mr. ***** contacted Skar Audio via Skar Audio Support (attached) on February 14th, 2021 at 4:50 PM to explain the difficulty that he was having with the subwoofer to which our Skar Audio Support Team responded promptly providing Mr. ***** with available warranty options. Mr. ***** provided the necessary information for Skar Audio to produce a warranty claim. On February 15th at 9:03 AM, we provided Mr. ***** with the Warranty information, including shipping instructions, RMA number, and a link to our warranty policy. Mr. ***** reached out to Skar Audio on August 24th, 2021 at 11:07 AM stating, he was unable to send the subwoofer in for a review due to personal reasons and forgetting about the subwoofer. Mr. ***** was replied to at 1:15 PM the same day in a direct message through to the Customer Support Team that the item was outside of the 2-year warranty. Unfortunately, Mr. *****'s purchase was outside of 2 years from the date of purchase and ineligible for coverage under warranty due to exceeding the allotted warranty period prior to providing the subwoofer for review at our facility. We understand Mr. *****'s concerns in regards to replacement parts or recone kits for Skar Audio subwoofers. Unfortunately, while recone kits were offered for a number of years for specific subwoofer models, they were rarely purchased and used as reconing or repairing a subwoofer did not extend or restart a warranty period. On top of not regaining a warranty for the item that was repaired by the owner, the price of a recone kit or parts was similar to the cost of a new subwoofer that came with a new 2-year warranty. Being attentive to our customers and their habits, we found that recone kits were not a product that our customer's purchased often, and like older products, they were removed from our product lineup to make way for newly released products and technology. Mr. ***** reached out to Skar Audio at a unique time as it is not often that we offer our products at a reduced sale price (currently 20% off for the End of Summer/Labor Day Sale) so our team thought it beneficial to make a note to Mr. ***** that this sale was a great time to take advantage of our new product lines at a reduced rate since the warranty had expired on his current subwoofers and that the model Mr. ***** owns being discontinued. We regret to hear that Mr. ***** believes this to be a sales ploy, when in fact, the Support Team was trying to provide the most viable option for Mr. ***** as he indicated his financial hardship. Unfortunately, if recone kits were available, they were very similarly priced to the cost of a new subwoofer which ultimately seems to have not been an option for Mr. ***** based upon the information he has shared. We are absolutely happy to take Mr. *****'s feedback and continue to use this feedback in considering the handling of our warranty policy and the products we offer to our customers. We thank Mr. ***** for his time in providing this feedback to Skar Audio.

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a package deal with SKAR audio package deal with 5000 Watts with 2000 Watts AMP And wire kit I only got the speakers been trying to contact them with no contact from them they number does not work they are not returning my calls not answering my emails what do I have to do Do I have to pay for items that I did not get thank you please contact me back

  

  Business response

  08/25/2021

  Business Response /* (1000, 5, 2021/08/11) */ Mr. ******, Thank you for bringing this issue to our attention via the Better Business Bureau. It is our pleasure to assist you in resolving this issue. It seems that there was some confusion on the end of the shipping carrier in the delivery of your items surrounding whether the items were to be picked up from a local facility nearest you or delivery to your address as intended. Ultimately, the shipping company deemed that no one picked up the package so it was to be returned to Skar Audio. Unfortunately, we were not made aware of this shipment being returned in which it was delayed in transit back to us. Our records indicate that we received an email from you on 8/4/21 at 7:34 PM EST and we replied immediately upon returning to the office at 9:44 AM EST on 8/5/21 advising that the shipment was delayed and that it was to be delivered at the end of the day to Skar Audio in which we would reship the items upon arrival. Unfortunately, the items have yet to arrive. To resolve the matter, we attempted to contact you multiple times at the contact information provided, however, we were unable to successfully connect with you until 8/9/21. I am happy to hear that we were able to successfully resolve this issue by issuing a new shipment that is currently in transit to you now to complete your purchase. Should you have any further issues or questions, please do not hesitate to contact our team directly as we are happy to promptly respond and assist on any issues in an expedited manner.

*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. ↩