ComplaintsforMurray Powersports

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The months of August/September 2021, I paid for Murray Powersports to install DS18 speakers and components in my Jeep Wrangler. 1 week after installation I started having problems with a loud buzzing and the radio deck going blank. Murray Powersports replaced a defective amplifier and I had Auto Additions look at the radio deck since it had been purchased through them. While trying to diagnose the radio problem they found several issues with the wiring that had been run by *** Murray. Wires were not the size gauge that should have been used for the size load they were carrying, exposed wires, speakers hooked up incorrectly.... Basically Auto Additions was going to have to take out all of the installed wiring and re-do it at a cost of $4390

  Business response

  10/01/2021

  In response to the Better Business Bureau complaint by **** *********.  We sold and installed a large DS18 system in the *********’s Jeep.  This install had to be done in two phases due to a defective amplifier that was received from the manufacturer (something we would not have known until hooking everything up), and then replaced with a new amp that was sent out under warranty from the manufacturer.  The *********’s had a very tight deadline for us to install this system, even though we normally require having the customer’s vehicle for 4-5 days, they insisted that they needed to have it back in 2 days.  This system included a large overhead Jeep sound bar, housing four 8” LED speakers, four LED tweeters and two drivers, two 12” subwoofers, a large down-fire subwoofer enclosure with additional led lighting, multiple amplifiers, distribution blocks, all which take a large amount of ***e to do correctly.   The *********s wanted to have their Jeep back in 2 days because of an event they were going to, so we did our best to oblige, despite the issue with the amp, which required them to come back later for us to complete the work.   Between install dates, they had an aftermarket stereo head unit installed by another company, which required additional labor on our part, which they were not charged for.  They also requested that we now also add front dash speakers and tweeters to complete their audio system.  Again, we were put on a very tight deadline for the 2nd phase of installation because they had another event to attend, so we were rushed and not given ample ***e to complete the installation to our normal standards.  ** had requested that we mount the amplifiers to the down fire sub box, so they were hidden, however there was not enough room to do so, as they would interfere with the back seat resting all the way back. The only option was to temporarily put them on the floor in the back cargo area behind the seat.  We discussed with ** (****’s husband) when he picked up the Jeep that we would come up with a better solution for mounting them, as DS18 did not offer anything, and we had not been able to find an acceptable solution from any other audio companies.  We also offer metal fabrication as part of our services and had intended to fabricate an enclosure system to mount them out of the way and to protect them from things in the cargo area, which we discussed with **.  During the 2nd installation, we discovered that one channel in one of the amplifiers did not seem to be working properly, but it did not seem to affect the sound quality.  We ordered a replacement for it and told them that we would switch it out when it came in and hopefully have a solution for the amp mounts at the same ***e, as well as making sure at that ***e that the rest of the installation was buttoned up properly, and no loose mounting hardware, as discussed with **.  The amp mount was something that we were going to design, fabricate and install for them free of charge, both as a level of the customer service we provide, and for using theirs as a proto-type for a solution that we intended to market.   A date had not yet been scheduled for that to happen, as we were waiting to hear back from them as to what might work best for their schedules. 

  When **** came by our shop on 9/17/21 to pick a hockey helmet that we had looked at possibly wrapping for them, she said that she loved the stereo and was very happy with it (6 days after picking up their Jeep from us).  In the attached screenshot, she mentioned loving it, but that she having issues figuring out the app to control the LED lights.  When she arrived, *** walked her through the app and showed her how to control everything, and she again told him how happy she was with everything.  We had not heard anything from the *********s until **** messaged us on Facebook yesterday afternoon, 9/30.  They never reached out to us to let us know about a buzzing issue or any other problems that they were having at all, which is why this all comes as a huge shock.  We cannot resolve issues if we do not know about them.  The buzzing issue could have very easily been figured out had they informed us about it.  Typically, that issue is caused by a bad RCA jack or a loose ground wire, both of which can be found and corrected in a few minutes.  It has nothing to do with the quality of the product or anything installed incorrectly.  When **** reached out to tell us about the issues and say that they were having Auto Additions fix them, we told her that we would have taken care of any issues for her, had we known about them.

  In response to the screenshot of the message that **** said is from Auto Additions.  Auto Additions is not a DS18 dealer, not familiar with their products or how they are supposed to be installed and likely do not have any installation experience with those specific products.  It may not be installed how they would have chosen to install it, but that does not indicate that it was done incorrectly.  The soundbar was wired correctly, per DS18 factory instructions.  We have installed several of these recently, and it is the only way you are supposed to wire them for them to function at the intended capacity and sound quality.  The Bluetooth controller was also wired properly, per factory instructions, and functioning correctly (as you can see in the linked tiktok video of their stereo system below). The gauge wire that was used was a 0 gauge power wire (pic attached), which is the largest load wire available for automotive audio systems.  The front speakers could not have been wired backward, or they would not have worked correctly. We are a Platinum DS18 authorized dealer and instructed in the proper installation of their products.   We tested everything, and demo-ed the system for ** when he picked up the Jeep and he was very happy.  Missing screws could have been an issue with being rushed, or possibly from them not getting tightened completely and working their way out, due the vibrations caused by a 7000 watt sound system.  The Stinger stereo head unit display cutting off and on is due to a loose connection, nothing that we did wrong in installation, as we did not install the Stinger head unit, and also something that they never mentioned to us or we would investigated and corrected for them, along with the buzzing noise, free of charge, at the same ***e that we re-mounted their amplifiers with the custom solution (also free of charge).   The Stinger head unit that they had installed was not something that we carry or install.   

  After receiving ****’s message yesterday, and speaking with Auto Additions directly, we learned that Auto Additions is not rewiring/fixing the DS18 system as indicated by ****, they are completely removing the DS18 system that we installed and installing a completely different brand of stereo system all together, a line that they carry and install, even though there is nothing wrong with the DS18 system, hence the nearly $5000 price tag.  An expense that they would not have to incur at all, had they told us about the easily resolved issues, and brought the Jeep back to us to finish the installation that we were twice rushed on completing  Installing a completely different system from a different company was a choice, not a necessity, or an indication of any fault of ours, or the quality of the DS18 system.  It sounds more like exaggerated issues as a sales ploy to convince a customer to purchase a completely new, expensive audio system from them, a good sales tactic, and something that happens a LOT, unfortunately…. some mechanics and car dealerships will tell you what’s wrong with your car to get you to pay for unnecessary repairs or purchase a new car from them.

  Below is a video uploaded to Tiktok of the installed product in The *********'s jeep on 9/11/21 when ** picked it up, which also shows the stereo system being demo-ed to the customer, everything functioning as it should.  Also, please see attached screenshots of conversations.

  
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