ComplaintsforBenchmark Audio

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 8/18/2023 I had a VOLUNTARY interlock device installed by Benchmark audio on 8/18/23 on my 2016 **** ******** ******** for $243. The car was dropped off at 9am by my boyfriend. Benchmark was to communicate all updates with me (the car owner) and I would then let my boyfriend know when the car was ready to be picked up. Benchmark called me at 11:25am to tell me the car was ready. Benchmark then called my boyfriend and said the car was ready. They then immediately called the boyfriend back and told him the car was not ready and they called the wrong customer by mistake. I received a call at 3:16pm from Benchmark and spoke to Tim. Tim told me they had installed the interlock but when they were backing into a parking spot, they noticed the power steering was not working. I was concerned because the car had just recently passed NYS inspection and had no electrical or mechanical issues when it was dropped off that morning. Tim insisted that the install had nothing to do with the sudden onset issues. I had my boyfriend drive the car to *** **** to have a second opinion but they couldn't touch it with the interlock installed so we decided we wanted it removed immediately and contacted Benchmark to schedule a removal. While driving the car, the check engine light came on, "No AWD avail" warning light came on and many other electric issues were noticed. Benchmark removed the interlock device on 8/23? and we brought it back to Mr Tire in to have its electrical issues evaluated. The CAM wire was cut, it appeared the interlock was not wired in correctly, and they were unable to diagnose the problem further. It needs to be worked on at a dealership and the earliest we can get an appointment is 9/13. We are without a car until it gets repaired and Benchmark will not take responsibility for their mistake and help fix the car. It may cost thousands to fix this. I want my car working the way it was before I trusted Benchmark to do work on it.

  Business response

  09/12/2023

  The customer is claiming that her car was damaged by us while we were installing the interlock system.  The wire that is damaged is NOT in an area that we work in.  We did NOT cause any damage to this customer's vehicle.  I'd like to see any documentation from somewhere that says we caused damage like she is claiming.  I've been in business for 37 years and this is my first complaint.  If we caused damage, we would make it right- that's how we operate.  But again, we did NOT cause any damage.

  Customer response

  09/12/2023

  I have reviewed the lack of response documented by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Regards,  ***** ***********

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