ComplaintsforCalifornia Custom Sounds

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I emailed to request a quote for an aftermarket car audio system installation, did not receive a reply, then emailed again to follow up and provide more information for their review. I provided both a link to the product page for the module I was needing installed, as well as a PDF instruction guide that includes a link to an instructional step-by-step installation video. I have never received a single reply to any of my emails to them. I eventually went in person, got a quote "starting at" 3 hours of labor for $425.70 and paid a $100 deposit that day. They had my car for 8.5 hours, apparently took 5 hours instead of 3, so I was charged a total of $709.50... just for the labor. While the system worked, the install was done 95% incorrectly with ALL elements being placed in the wrong location (mic and USB port hanging from random locations). The material I provided showed step by step how and WHERE to install each element, and most people online said they completed the install themselves at home in three hours or less. Yet they ignored everything I sent (despite asking 3 times if they reviewed my emails and being brushed off), hence why it took much longer and was done incorrectly. I fixed the issues myself (in about two hours with no experience, proving my point), and requested a partial refund since it was THEIR negligence that caused the issue. Those email were ignored, I received one call (that I have recorded) where he said "You could have said something and we'd fix the issues free of charge" (even though they were already fixed) and refused to offer any kind of refund (despite offering the equivalent, performing more labor free of charge?). I provided ample information to be provided with a more accurate quote or for the install to be done correctly and within 3 hours or less. They have ignored any and all requests to resolve the issue fairly and provide a refund. The service was done incorrectly AND I was overcharged due to THEIR negligence.

  Business response

  10/28/2022

  On 8/30/22, complainant entered our store and requested installation of an aftermarket CarPlay retrofit kit (provided by him) on his vehicle.  After examining the kit to determine scope of the work, our staff estimated 3-5 hours of installation time at $120 per hour plus 10% shop materials.  We allowed for a range of time because of the complexity of installation, including required disassembly of the factory radio to fit an additional circuit board.  A work order was written that stated “STARTING OUT AT 3 HOURS.  CUSTOMER IS AWARE THE PRICE MAY GO UP DEPENDING ON HOW MUCH TIME IS INVOLVED IN INSTALL.  IF WE THINK WE WILL BE PAST 5 HOURS, CALL CUSTOMER PRIOR”.  This work order was signed by customer and a deposit was paid.  Vehicle was dropped off on 9/6/22 for the scheduled appointment.  As our technician began work on the vehicle and reviewed the manufacturer’s printed instructions, it was determined that total time would likely be five hours or more.  Out of an abundance of caution, customer was called by our staff at 12:04 PM to inform him that we expect the installation to take 5 hours, possibly a little more.  Customer approved revised estimate of $709.50.  It’s important to understand that the customer had the option, at this time, of cancelling the work.  He chose to proceed, so work commenced and was completed around 5:30 PM.  The installation was quality checked by another member of our team, before presenting the vehicle to the customer.  Customer paid the balance of $609.50 (after $100 deposit was applied).  Late that evening, customer send a rather condescending and irrational email, expressing dissatisfaction about how much he was charged, why the installation took as long as it did, where the USB port was placed, and where the Bluetooth microphone was placed.  The next business day, a member of our team called the customer to address these concerns.  As a matter of customer satisfaction, we offered to (at no charge) relocate the microphone and USB cable to whatever locations the customer preferred.  Customer stated that he had already moved them and just wanted a refund for two hours of labor.  Our staff explained that the requested work had been completed and we would not be offering a refund.

   

  Facts of the situation:  Customer requested work and we provided said work to industry standards.  We charged customer for actual time spent, which did not exceed the approved estimate.  As complainant has stated, the installed kit works properly.  The customer did not specify a preferred location for the microphone and USB port so we placed them in our default locations to provide good functionality and performance (microphone up high, near the driver’s head, USB pigtail exiting the side of the console where it can be easily accessed and out of sight when not in use).  While the manufacturer’s installation video does show an EXAMPLE of placing the microphone INSIDE OF AN HVAC AIR DUCT, this would have likely provided poor voice quality and much background noise.  In the video, the narrator even states that he’s placing it inside of the vent because that’s where his customer wanted it.  This is certainly not portrayed as a “required” mounting location, or even an advisable one.  The microphone in these type of systems is provided with a very long cable for a reason… so that it can be placed in a variety of locations, to best suit the user.  Still, we were willing to move the microphone and USB port, but our customer declined.

   

  We won’t speculate about the complainant’s motivations here, but to request a refund for work performed is unreasonable.  We provided high-quality work and professional service, including a written estimate and transparent communication during the course of the installation process.  We charged the customer fairly.  When he had minor concern about placement of accessories after the fact, we offered to resolve that.  While it’s regretful that the customer is dissatisfied with his experience, we did what we agreed to and he paid what he agreed to pay.  His system is installed properly and works properly.  We went above and beyond to try to satisfy him, after the sale.  There’s simply nothing more to offer.

  Customer response

  10/29/2022

  
  Complaint: ********
  
  Quite a few things not lining up within the business’s response, but I will focus on the main discrepancies:

  The main issue I have raised is that the work took longer than expected (and as a result I was charged an excess of $283.80) because the instructions I sent ahead of time were not reviewed. The business essentially admits to this fact in their response. They state they “reviewed the printed instructions”, nothing else. I asked THREE times whether or not they had received or reviewed my separate instructions provided via email (that are more detailed and contain a video link to follow), was never given a yes or no answer, and they did not mention reviewing those in their response - they make references to the video near the end of their response, so I assume they have since watched the video (long after the installation).

  The business states that when they called halfway through the installation, I had the option of “canceling the work”... what does that entail? Picking up my car with the stereo system gutted and still paying a balance and/or losing the $100 deposit? Canceling the work is not a realistic offer, it's simply a formality.

  The business states, “The customer did not specify a preferred location for the microphone and USB port…”. That is blatantly incorrect and is my entire point; by providing a specific video and other material via email and asking THREE times whether that material was received/reviewed, it was more than clear that I wanted the installation done according to those instructions. Yet they were not reviewed, only the printed instructions (that were not as detailed as the video) were reviewed. For the sake of accuracy, the microphone works great after I moved it to where the video instructed (right behind an air vent, not inside a duct…?). The original placement of the USB was not “out of sight when not in use”... it was dangling from the middle trim piece, not even on the driver’s side. The entire main unit was shoved behind the existing components. Yes, the narrator of the video mentions their customer’s desired placement, and the microphone cable is long so it can “best suit the user”... hence why I sent those SPECIFIC instructions to be followed because that is where I also, as the customer and user, wanted those elements to be placed. Were the instructions I provided and repeatedly asked about reviewed before or during the install? No. Did the business at least ASK me where I would like those elements to be placed? No. Did they ignore their customer's request and information because they "knew better", only to then take hours longer than necessary and charge the customer more for their shortcomings? Yes; that is the clear justification for why a partial (or full at this point, minus the deposit) refund is more than appropriate. Many mistakes were made throughout the process, none were admitted to, and nothing was done to resolve the issues/concerns. My intention is to make the situation right and be refunded part or all of the amount I was overcharged.

  The business’s claim that they went “above and beyond” is laughable… I never received a single response to ANY emails, was offered free labor for work that was already corrected (the equivalent of a partial refund), and otherwise completely ignored. Review the business’s response and I think it’s pretty clear that their primary concern has never been the customer or what they actually requested. Again, if the instructions I sent were reviewed, the installation would have been done both CORRECTLY (as REQUESTED) and within three hours or less (hence staying at or below the quoted amount).

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