ComplaintsforCarmil Car Audio

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After spending $4000 in parts and labor I had to spend another $317 at a dealership for cracks, unplugged tubes and missing bolts. I have pictures with dates on the entires experience. On the way back a front speaker went out. The sound quality was still not where it needed to be and it was recommended I spend more in equipment and labor. I was also charged a 2nd tuning. Then a day later a rear speaker blew. I had to come up a 3rd time because the sound was still off. As well as a speaker falling out. I got a 2nd opinion because this was just not sounding like a lot of other bikes or good and balanced. So I then communicated I would be going a different direction. A new shop pointed out the speakers had been cut down to be crammed in and also holes were jammed up against the speaker grill in the front. The saddle bags were drilled incorrectly right thru the bag and not sealed or routed, just left the wire un neat and in the way. I tried calling and was told carmil was busy and would call back 4 different times and I finally just stopped in. Carmil kept 20% of all equipment upon return which I don't see as a term on any of his paperwork or receipts. After he reassured me numerous times in person he just wanted to make it right and that he would take care of me. I also caught that I was charged a credit card fee on a cash transaction.The professional recommendation is almost spend more money, buy more. There is an excuse for everything and a negative reaction to any confrontation. And as far as his lashing out and name calling I refuse to cower to that level. I gave him more than one opportunity to make the situation right and he told me this is all I can do. I would say poor customer service. And after spending 4000 he only refunded 1263 and said that that was more than fair. This behavior and his work speaks volumes.

  Business response

  04/20/2024

  The customer came in on 01/11/24. We installed a system for sound system for him. He left "very happy". A few days later he comes back states he doesn't like the sound. We go over options. He decides on different speakers. We special order the new speakers. We installed the new speakers and tuned the Dsp again. Since we did more labor, we had to charge for that. Again, left as he said  "very happy". A few days later he said he did not like the sound. I had him bring it in. We tuned the Dsp with him in the shop. I asked him to drive it around to make sure he likes it. He said there's no need. He said "It's 100 times better" He comes back again. Says he wants a different pair of speakers. We special order a $900 dollar set of speakers. When they came in he says he doesn't want them, he just wants to go in a different direction. Ok.  Somebody else took all of the equipment out. When the customer brought back the equipment I gladly refunded all equipment minus 20% for both restocking and the fact that it is now 4 months old and used. I can not refund labor. We did the work, we should get paid for it. As far as the claim that we charged a credit card fee for cash is correct. I clearly see that on his ticket. This is the first time it was brought up. We will gladly refund that, it was a simple mistake. The other claims about broken hoses or cracks, we are just now becoming aware of these issues. It's kind of hard to accept or deny accountability on something I was never informed about. I can not accept responsibility for something that *** or *** not have been caused by our shop. Especially 3 months after the service was performed. This whole issue is a simple communication problem. If the customer can not clearly communicate what he is wanting, I can not deliver. It doesn't sound right. Or I want it to sound like my friends bike is not a clear picture of what is expected. Especially when he refuses to le me hear and measure his friends bike, so I can replicate. If the refund amount was not sufficient, he should of stated that when I wrote him a check. Simply put, we performed labor which we rightfully should charge for. We went out of our way to readjust and retune a 3rd time, for free. If the customer states the he "loves it" one day and then "hates it" the next, I don't know what else to do for him. He used the equipment for almost 4 months, and we charged accordingly. 

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After spending $4000 in parts and labor I had to spend another $317 at a dealership for cracks, unplugged tubes and missing bolts. I have pictures with dates on the entires experience. On the way back a front speaker went out. The sound quality was still not where it needed to be and it was recommended I spend more in equipment and labor. I was also charged a 2nd tuning. Then a day later a rear speaker blew. I had to come up a 3rd time because the sound was still off. As well as a speaker falling out. I got a 2nd opinion because this was just not sounding like a lot of other bikes or good and balanced. So I then communicated I would be going a different direction. A new shop pointed out the speakers had been cut down to be crammed in and also holes were jammed up against the speaker grill in the front. The saddle bags were drilled incorrectly right thru the bag and not sealed or routed, just left the wire un neat and in the way. I tried calling and was told carmil was busy and would call back 4 different times and I finally just stopped in. Carmil kept 20% of all equipment upon return which I don't see as a term on any of his paperwork or receipts. After he reassured me numerous times in person he just wanted to make it right and that he would take care of me. I also caught that I was charged a credit card fee on a cash transaction.The professional recommendation is almost spend more money, buy more. There is an excuse for everything and a negative reaction to any confrontation. And as far as his lashing out and name calling I refuse to cower to that level. I gave him more than one opportunity to make the situation right and he told me this is all I can do. I would say poor customer service. And after spending 4000 he only refunded 1263 and said that that was more than fair. This behavior and his work speaks volumes.you have my number. I tried for two days getting a hold u You avoided me youre more than welcome to call and once again reevaluate a better solution

  Business response

  05/06/2024

  My name is Carmil Enciu. I am the owner of Carmil Car Audio. I will give you my side of the situation.

  
  Customer ******************* came in to my store on 01-04-2024.  We had a discussion about putting a stereo system on his motorcycle.  We gave him an estimate of $3000.  We scheduled him for 01-11-2024. Finished the job on 01-13-2024.
  The customer left "very happy". Those were his exact words. Invoice number ***** is his original receipt of what we did. It should be included with this email. He came back a few weeks later. He said that he "likes" the system. But, he wants a lot more bass output. In order to achieve that, we would have to change speakers, more suited for that kind of desired output, and add another amplifier to give him the power and volume he's looking for. We discussed multiple options, this is the one he went with. When we installed the new speakers and amplifier, we had to readjust the Dsp. We normally charge $350 for that service.  Because of the inconvenience, we only charged him $105.22. Invoice number ***** shows the new equipment and labor charged for this service performed on 02-24-2024.

  It has been brought to my attention, through many numerous negative reviews on ****** from him and his friends, that my sales man made a clerical error on this ticket. We accidentally charged him 3% credit card fee when he paid with cash. 100% our mistake. The customer never brought it to my attention. Otherwise it would have been taken care of immediately. We gave him a check on 05-03-2024 in the amount of $28.63 to cover the accidental fee. Within a matter of days the customer blew up one of the speakers. Also, another one of the speakers became loose. We got him in the same day and exchanged the speakers out with a higher model for free and retightned all of the other speakers just to be sure. After about 2 weeks he came back stating it has too much bass, he liked it better before. I had him come in and we re-tuned the Dsp, for free this time. He requested it to sound like his friends bike. We have very expensive test equipment that we use to test and adjust with.  I told him, if he brings his friends bike here. We can use our equipment  to measure it and replicate it identically. He was not willing to do that. The customer and I spent a few hours tuning in the Dsp. I wanted to make sure it is "exactly" what he's looking for. After a few hours of tuning. His exact word were " I love it, it's 100 times better" I asked him to drive it around the block a few times.  It sounds different, while driving.  He refused, I reiterated the fact that he should drive it around just to be sure, he still refused. He left "very happy."
  

  A few days later he came back. He still doesn't like it. He insists I order a very specific, very expensive set of speakers. These cost almost $1000. I special ordered them.  When they came in, he changed his mind and wants to go in a totally different direction. He wants one of his friends to install a totally different system. I understand. There seems to be a bit of a communication fault between what he wants, what he's telling me, and what I'm delivering. I told him, when he gets the new system installed bring me back the old equipment and I'll refund some of his money. The customer came in on **********. He brought me all of the equipment that he had.  I gladly wrote him a check for $1263.95. Invoice number ***** breaks it all down. That was for the price of the equipment minus 20% for restocking, the fact that the equipment had to be modified to fit his specific motorcycle, and the equipment now is used and more than three months old. I can not sell any of this as new. 
  

  I believe we have been more than fair in dealing with the situation.  When he left on 04-19-2024, he accepted the check I wrote him with what appeared to be of no discontent. It wasn't until late that night that I found out that he wasn't happy with the amount. I found out about it through about a dozen negative reviews from him and his friends on ******.  Apparently there are also some cracks or hoses that was also an issue of some sort.  The customer never mentioned any of this to me. Otherwise it would have been dealt with immediately.  If this is an actual issue, I should probably be made aware of it, so I can address it and rectify it. I can not deny nor accept responsibility for something that was never brought to my attention or have personally seen. 
  

  Communication is the key factor in this whole situation.  If he can not communicate with me exactly what he wants or expects,  I can not deliver.  I have included all 3 invoices in this email.  If you have any question regarding anything to do with this situation, or if I've missed something,  please email me at ********************************.

  Customer response

  05/06/2024

  Complaint: 21602510
  
  I am rejecting this response because:
  I had went to his place of business to get a radio installed on the motorcycle after being charged $4000 and having to return five times because of quality issues, he stated he would stand behind his work or give me a refund. I gave him a month advance notice of this got a second opinion because the system never sounded correct another Audio Shop Could clearly diagnose and understand there was an issue with the tuning and as well as equipment I had them put their system in and upon doing so they found equipment was altered manipulated and installed incorrectly, causing performance issues, therefore seeking a refund .
  
  
  Sincerely,
  
  *******************

  Business response

  05/07/2024

  We have already refunded money for used equipment. Nobody refunds labor. We have done everything we're legally required to do.

  Customer response

  05/09/2024

  Complaint: 21602510
  
  I am rejecting this response because: The labor was incorrectly, done extremely overcharged based on the time, logs and book time that is laid out by the dealer for removal, as well as the removal time paid to the other company to remove the equipment besides being greatly overcharged the labor was never correct and I find hard to pay over $3000 of labor for a job that was not even done correctly poorly done and I had to pay somebody else to redo it to get it right.
  
  
  
  Sincerely,
  
  *******************

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