Complaints

This profile includes complaints for Crutchfield Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Crutchfield Corp.

  1 Crutchfield Park Charlottesville, VA 22911-9097

  
• 

  Crutchfield Corp.

  825 Gardens Blvd Charlottesville, VA 22901-1467

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: January 29, 2025.Purchase price: $253.89.The subject of customer dispute relates to damages customer suffered via merchants erroneous technical support instructions related to wiring car speakers purchased from ************************. This fact is buttressed by a "Veteran" Crutchfield Tech *** stating a "New" Crutchfield Tech *** gave customer erroneous instruction causing customer to perform 6 hours of unnecessary wiring. Merchant Tech Administrator reviewed tape recorded "New" Tech *** erroneous instruction and admitted liability for customer damages. ************* Administrator offered an inadequate amount of refund for damages. Merchant refused to resolve issue via ********* dispute process therefore customer will continue to seek refund in the amount of the product ($253.89) which accurately demonstrates customers loss in time, labor and customer satisfaction (damages).Merchant has failed to provide advertised "Expert Technical Support" which is included with purchase. Please see the following marketing excerpts posted on "************************"."REAL PEOPLE. REAL ADVICE Sometimes you need a little more help. Thats where our expert Advisors come in. They know all the gear backwards and forwards. Even better, they know which questions to ask to help you make the right decision. And they're right here in ********, ready to assist you. It's all part of Crutchfield Legendary ServiceSM."-and-"EXTENSIVE TRAINING and HAND'S-ON EXPERIENCE Our Advisors get over 400 hours of training before they answer a single call. That includes both classroom learning and hands-on, real-world experience with the products. After that, weekly trainings keep our new and veteran Advisors on top of the newest technologies and trends. Manufacturers come by regularly to show us the ins and outs of their latest gear."Merchant does not demonstrate adequate accountability for failing to to provide advertised technical expertise resulting in customer damages.

  

  Business Response

  Date: 03/25/2025

  Thank you for contacting us regarding Mr. ******** experience. 

  Based upon the circumstances related to Mr. ******** orders, we believe that we have responded appropriately by refunding him for all returned merchandise and by offering him a $50 refund for the additional work he performed to complete his installation.

  Here are the additional details:

  Order ********: Original order date 01/26/25 paid for by $118.05 on credit card and $135.84 on gift card. Customer attempted chargeback for amount of purchase charged to his credit card - $118.05, the remainder of order was paid for by a gift card from order ********. The $118.05 chargeback was unsuccessful. A $50 goodwill gesture that Tech offer sounds appropriate, based on order total. 

  Order ********: Original order date 02/07/24, item 20646CC693 swapped out 12/20/24 via Advance Replacement. On 01/23/25 we allowed return of original item for refund as merchandise credit which was used on order ********. He was refunded in full on this order as merchandise credit.Customer also attempted a chargeback in February 2025 for original purchase amount of $135.84 which was unsuccessful. 

  If Mr. ****** agrees to the $50 refund, we will process immediately. When this refund was offered earlier, he replied with the following:

  customer immediately said that we do not value time and effort and that he will be calling the bank and the better business bureau and then disconnected the call. 

  Respectfully,

  **** *******

  Customer Experience Executive

   

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  To refocus on the basis of my complaint; the simple fact remains that the merchant received $253.89 for speakers and their technical installation expertise.  The merchant's technical expert gave erroneous installation directions causing customer to perform 6 hours of unnecessary labor. 
  Customer seeks refund in the amount of the product ($253.89) which accurately demonstrates customers loss in time, labor and customer satisfaction (damages).
  
  
  Regards,
  
  ******* ******
  
  
  
  
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fear that the speakers i purchased are not fit for intended purpose. I trusted advisors, i indicated i will gladly influx funds, acted timely in initiating all returns but not in sending as exceptions were granted and offered discount but wished to make adjustments upon final eval and armed with information. Company didnt provide info as agreed. A big concern is that the finish quality of speakers is poor and already seperating. The intended location- real log home and the design is such that humidity may be a problem. Manufacturer states they dont warrant cabinets. Wish to resolve by Saturday and my discounts appear to be revoked, yet ill be charge or pressured and a discount should not be renigged nor vaiable at whim. Scratch and dent price should be a stable %. Decide right now, or be charged more to keep? Additionally I am not knowledgeable in audio but at present i may have genuine issues relating to longevity, build, characteristics Need help to know. no replies. I did plan on resolution date of this Saturday as there are no local speaker shops that can address the issue. At no point did i have ill will until a few days ago and the man said i was difficult one day, nice the next. Revoked discounts, reinstated. Issues cant be determined by stating ' discount offered' then revoked, now past 60 where company contributes to delay or possibly hides or fails to address defects.Want appropriate review and assist. No replies in last few days and i too grew aggrabated and possibly erred I need info to make a decision absent communication, and i cant get that info alone. I am glad to speak with the company as long as i am not pressured or insulted and this matter is all confusion I wish to make at minimum 1 return of pending 5 ... timely request but no authorization provided and no replies which isnt like my initial impression. Never imagined i would feel so unhappy and worried and suspicious as to suspect fraud/ hidden defect / unsuitable.

  

  Business Response

  Date: 03/20/2025

  Hello, over the past several months, we have worked extensively with ** in an effort to meet the customers expectations. Despite numerous conversations, we were unable to reach a resolution that fully satisfied the customer.
  
  We provided the option to return the product for a refund with Crutchfield covering return shipping (if returned by 3/21/25) or receive a discount while keeping the product.
  
  The customer opted for the latter, and we have processed the refund to their payment method accordingly.
  
  Regards,
  
  ***** Childress
  Customer Support, ********************************************

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action might  resolve my complaint.  For your reference, details of the offer I reviewed appear below:
  _______________________________
  Thankyou for your reply. It is not that you are completely wrong, yet, there is miscommunication, i needed time and info. And i was unable to get it nor did u provide it. However, to the extent that you might be correct and this is not a material defect and you reasonably state same, nor defects unknown to me as u have knowledge superior, I am glad to resolve things in said fashion , however i dont see the discounts and communication is strained. Twas w great respect i came to you , and you helped me, and i remain baffled. 

  However those issues should not affect purchases which were not discussed , namely the last two. At the very least those windows ate open. I will not keep items at full price if defective assuming product is suitable and fit w no hidden defects. 

  Communications will always deteriorate if you give a courtesy discount, then ****** it back or alter it any way. To the extent it is bound by acceptace by date certain and all policies are clear and concise, and exceptions are made clear to all oarties, this might be proper. 

  I understand there are shipping costs as well. However, same should not apply on last two orders. Given reasonable assurance, it is not my wish to return but pissibly 1 item. I however should not be considering tefinishing new products. Please understand , i am not against you, i feel bad about the situation, this was not my intent, and i remain confused why your own " gurus" vash this speaker model. 

  Kindly reach out to me this one last time. I am glad to finish this, it is not my wish to waste ur time or money, and i feel that you have failed to see or acknowledge what happened here. Esp, these are delicate cabinets not furniture grade, crissover issue, etc. Yet, as stated I do not dispute that this might be considered ' a good speaker' and opinions vary. 

  Now , ***** did specifically say im eligible per policy on last two orders. Yet he randomly changed amts, some to my favor, and other to my detriment and he was aware i only wished to get opinion from shop regarding assurances of siuation, and time was limited. I apilogize if i acted in any offensive way as i became upset only due to the badgering of a third party. So i acted only to protect my interests, and perhaps i erred.

  Yes , i wish i had done some pre homework. Yes i wish i had rented your microphone. But that info i received conveniently after the fact. Please don't stonewall. I do not wish to further escalate but to resolve and move on.

  Regretfully yours,
  
  Aj K
  
  
  
  

  
  

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You guys sent me a wrong plug for my 6x9 speakers for my ***** malibu ltz. I had to split my wires (for the harness, which is in the picture)cause I'm not waiting a couple days while I have everything out and it was a pain in the a** to just get it out. So for you technical people make sure they put the right f****** plug in for other people and you might not have so many complaints!

  

  Business Response

  Date: 02/21/2025

  Hello, we regret to hear that our customer had issues with their installation here.
  
  When we heard about this customers experience, we left a voice mail and emailed our customer to follow up. Its very important for us to provide our customers, who are typically DIYers like us, with solid information and expectations regarding their installation. We went back to review this order. During checkout on this online order, we provided the following: A wiring harness is not available. You'll have to splice or tap the vehicle's speaker wires to your new speaker wires. Unfortunately, this wasnt seen by our customer, and we deeply regret the issue this created.  
  
  We would still like to connect with our customer and apologize for the inconvenience.
  
  Regards,
  
  ***** Childress
  Customer Support, Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)

• Initial Complaint

  Date:02/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a new head unit, speakers, and wiring. Paid with ****** because it has my billing information and addresses. When the order was placed it was shipped not to the ****** address but to an old address when I was stationed in *******. Crutch field said there is nothing they can do because I paid with ******. Highly recommend ordering from people who are unable to take ownership in their outdated systems. Currently a $400+ loss and their only available option is to "See if I have friends still living there" 12 years later.

  

  Business Response

  Date: 02/06/2025

  Hello, we are very sorry our customer has had a shipping issue. We shipped to the address provided during checkout. I spoke with our customer earlier today to follow up.

  ****** has been alerted, as our customer is adamant that the address ****** provided to us wasnt possible.

  We truly regret that the customer is dealing with this situation.
  
  Regards,
  
  ***** Childress
  Customer Support,Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)
  Crutchfield Contact Us

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After driving to ******* in an attempt to secure the package I am still without the shipped item. After a day of driving and working with the apartment complex in ******* I was informed that the package was not received by the current tenant. As I continue to work this out it has been made clear that the only responsibility on Crutch field is to ship their product out, wrong addresses and lack of delivery is not their concern. While ***** reached out to talk with me she stated that it is up to ****** to make a decision and is not their responsibility as a retailer.
  
  Regards,
  
  ****** ******
  
  
  
  
  

  

  Business Response

  Date: 02/07/2025

  Hello, I appreciate Mr. ****** taking my call yesterday.
  
  At this time, a ****** dispute has been filed by the customer, and we are awaiting further information from ******. Naturally its very important to us and our customers that our shipping is as expected. So, we did a thorough review of how the order was entered, the shipping address we received from ****** and how the shipment was addressed to verify what happened.
  
  The address provided to Crutchfield via ****** checkout was the address we shipped the order, which shows delivered to the address provided by ***. We are very sorry our customer doesnt have his order and there was an issue with the address provided to us.
  
  Regards,
  ***** Childress
  Customer Support,Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)
  Crutchfield Contact Us

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Business is waiting on *******
  
  Regards,
  
  ****** ******
  
  
  
  
  

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to return a subwoofer I purchased from crutchfield because I found a the same product somewhere else for a better price. Instead of price matching they wanted me to just return the product which I was okay with doing. They told me I was to expect a $75 return charge and to expect a call from the shipping company to schedule a pickup for this product. Over the last month and half a dozen chats nothing has happened and I have received no such phone call from anyone. Everytime they just tell me to wait for another phone call. Perhaps they could just refund me the difference in price just to get this over with, or something. This is ridiculous, I get that its the holidays but it shouldnt take over a month to return this product.

  

  Business Response

  Date: 01/17/2025

  Hello, we are sorry to hear the issues related to this purchase. We worked with the carrier and confirmed the subwoofer was picked up from the freight company earlier this week.
  
  We do appreciate your patience and patronage on your recent orders.
  
  Regards,
  
  ***** Childress
  Customer Support,Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called ************************** order line. Talked to an.advisor bought some things ****** car install. She sold me.on their technical video assistance. When I got my products I had to.returm some items due to.a.***.telling me they got rid of their video install assistance service. And they did nothing to compensate me I need time, lots of time sometimes to.process information because I'm quit slow on comprehension. So I called and called trying to.understand how to.install.but I couldn't ********* out so.i look up.installers on bbb but the shop charged me $160 & didn't install the system.right There's no sound. Its.been.since dec 2023.or February or march 2024 and I'm just out that money. If Crutchfield *** never mentioned video assistance.on the install I never would of bought their.products but she sold me.on pretty much everything she recommended ********* the phone calls before and after. I.deserve.a.refund for.whatever I spent on ************************ ************** $160 ******* on the install. For.all this hassle and stress this has caused me..

  

  Business Response

  Date: 11/12/2024

  Good day, we've reached out to ******* (Crutchfield Order ********) via phone and email. We have offered a refund for item 161LC2IB (originally purchased 11/17/23) as long as it arrives back at Crutchfield no later than 11/17/24. Thank you, *****

  Customer Answer

  Date: 11/19/2024

  It's not about their products. It's about the sales lady who sold me things I didn't exactly need and she told me their was technical assistance for installing by video chat type system . That's the only reason I bought their products. When ***** my stuff ************************** *** told me they got rid of that service.  So I couldn't do it myself it was to difficult without video assistance I was told I'd have free with my order. I paid texas tint and alarm in *********** ***** Dec 8, 2023. I paid them $160 to install this stuff. I.was there waiting over 4 hours and i.was the last customer to leave at closing time 7pm. My Kia ***** has a ****** ***** system in it. A 2023 *** ***** gt line. The.people just got paid and didn't say anything about the system.  I don't drive much and these were the.only people to work on my car. I bought it sept 25, 2023 brand new. I only have 4900 miles on the odometer. Anyways they wired the speaker wires wrong. Crutchfield saw the picture I took and saw there was a mismatched color connected wrong. Idk what is wrong but my Boss Audio amplifier has power but no sound to my Boss Audio subwoofer. I called thebguybat the shop he told me no warranty on installations. I told himni never heard that. My PTSD and anxiety really got the best of me. I found the company on the bbb website and thought they were ***utable. I made a prior review only on the price they offer $100 but when I got there they lied and charged me $60 more and  I said that's not fair cuz I was quoted $100 for the install of the lp1 converter, amp, and subwoofer. They had the best offer. Then conned me into paying more. Like cohersed me. Anyways thenprotection light on the amp stays on. Crutchfield told me to disconnect the sub. But the light stayed on. I have trust issues already. But entrusted ************************** *** who sold me a dream. And I want tonbe refunded for the products I bought plus the $160 I paid and got ripped off. I don't want to go back to the same place because I'm afraid they will I guess retaliate against me and discriminate against me cuz I'm a woman. I get treated like I don't know anything. Everyone involved screwed me over and I just want them to make it right. I'd like a goodwill type of payment to me from crutchfield for lying to me about the video walk through technical installation technical help because at the time of my purchase I only bought from ************************** because the video assistance they told me I'd get with my purchase.  And that sent me tonnage to pay someone to install their parts and that company didn't install correctly and if ************************** had the video technical video assistance I wouldn't  be going through this nightmare. So yes I hold ************************** liable for money its gonna cost me to take my car to another shop that has a strong history and they can choice the place it'll they want. But not the same place cuz they might sabotage my car more than they already did. I'm alone. I don't have nobody to protect me. Just like the guy who manipulated me and cohersed me into paying $60 more for an install they didn't even do right at all and wasted over 4 hours of my time and they screwed up and i feel so humiliated and embarrassing and ultimately stupid for these people taking advantage of me.. so I'm not happy and want ************************** to pay me for all these problems they cause due to there misleading sales. I deserve justice so please tell me what to do now. Sincerely,  ******* Soefje 

• Initial Complaint

  Date:07/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #******** Order aftermarket stereo and installation parts. Within weeks the parts work intermittently. Contacted crutchfield to get help they sent me 2 replacement parts neither helped. Offered to send me parts from a different brand in May they were out of stock I was told they would be in by June, they aren't and now it's going to be August. My warranty for a replacement with expire before I can get any type of working parts. It's a terrible practice to sell something like a car stereo with no working parts.

  

  Business Response

  Date: 07/23/2024

  Hello *****, Im very sorry to hear of the issues that are still outstanding with your aftermarket stereo purchase.

  One of our technical support car experts will be reaching out to you to work through the details.

  We appreciate your business!
  
  Regards,
  ***** Childress
  Customer Support Director
  ******************** Corporation
  ************ (direct)
  ************ (main)

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold me a pioneer radio with a known issue that only the manufacturer can fix and it has to be mailed in. This has cost me time and money, they refused to mediate the situation or compensate me for the radio. It is still being sold on their website.*****************************************************************************

  

  Business Response

  Date: 06/26/2024

  Good day,

  Crutchfield reached out to ******** on Friday, June 21st in response to BBB Complaint to discuss concerns with Pioneer purchase. The customer had already sent the unit directly to Pioneer for resolution. ******** and Crutchfield agreed to reconnect once the resolution from Pioneer is provided (in approximately 10 business days from 06/25/24). We've also provided a direct contact for ******** for further discussion.

  We look forward to working with ******** on an acceptable resolution. Thanks!

  ************** 

• Initial Complaint

  Date:06/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/21/2024 I bought a boss audio radio and jbl speakers with infinity speakers i started having issues with the radio a week ago it started glitching flickering and freezing and i ask Crutchfield nicely to exchange to the radio unit for a newer one they told me i had to pay a $74.55 difference at the time I didn't have the money they then gave me the option to return refund which is return the radio that's already install in my vehicle wait 1-2 weeks for a full refund of the radio which was $149.99 plus tax and ready install i was looking at $199 basically $200 so I waited a couples days thought about then today I had they money to pay the $74.55 difference now they wont even give me that option any more saying only option i have is to return and get a refund

  

  Business Response

  Date: 06/05/2024

  Hello, we regret ****** encountered issues with this purchase! We have worked with ****** on a past purchase and reached out again on this most recent purchase to discuss the account here at ********************.
  
  We have issued a pre-paid return shipping label to help facilitate the return for refund. This purchase is backed by our 60 day return policy.
  
  Regards,
  
  ***** Childress
  Customer Support, Director
  ******************** Corporation
  ************

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  The Business reached out and told me to return the boss radio unit and I will be refunded for the radio unit but they also told that I will never be able to make purchase through them again basically putting me on dont not purchase list meaning Im not longer allowed to make purchases with them 

  Regards,
  
  ***********************
  
  
  
  

  
  

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased a new car radio and steering wheel control adapter from Crutchfield.com ******************, 12/26/2023. Steering wheel control adapter does not work unless I disassemble dash and reset adapter. Clock does not keep time on radio. I asked Crutchfield customer service rep to return both items to Crutchfield and buy (from them) a radio with a volune k*** that does not require use of the steering controls. They refused to authorize a return for me, saying it is impossible to accept the items after 60 days because the radio has been discontinued. They told me to deal with the manufacturer to make a claim on the 1-year warranty. This is unacceptable. I did not buy the radio or adapter from the manufacturers, I bought them from Crutchfield. I have purchased many items from Crutchfield over the last 30 years, but this is my first problem. After my experience with their customer support, I would like to return the irems to where I bought them (Crutchfield) for a refund, and purchase a replacement radio elsewhere.

  

  Business Response

  Date: 05/17/2024

  Hi, all our products come with a money back 60-day money back guarantee. Im very sorry theres been an issue with the product not working properly!
  
  We reached out to our customer and was able to gather some additional information.
  
  Were researching further and will be in touch with the customer again to discuss our findings.
  
  Regards,
  
  ***** Childress
  Customer Support Director
  ******************** Corporation
  ************ (Direct #)
  ************ (Main) 
  

  Customer Answer

  Date: 05/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am awaiting further correspondence. I am replying that the issue is not resolved, and I request that the dispute does not get labled as settled. For your reference, details appear below.

  
  ***** from Crutchfield called me and asked some questions, and explained their return policy to me, and said they dont accept returns after 60 days, even though my products have a 1-year warranty.
  Here is my reasoning: Crutchfield is a retail dealer for Kenwood, acting as a middle man, making money off of my purchase. The public can not buy directly from *******, but now I have to return my Kenwood product, purchased from Crutchfield, directly to Kenwood? Why can we cut out the middle man when its convenient for Crutchfield, but not when they are making money from my purchase? Crutchfield has my $482, not Kenwood.
  
  Regards,
  
  ***************************