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Xtreme AutoSound

Phone: (502) 493-0011 3917 Old Bardstown Road, Louisville, KY 40218 http://www.extremeautosoundky.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Xtreme AutoSound meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Xtreme AutoSound include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Xtreme AutoSound
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: September 27, 2005 Business started: 06/15/2004 in KY Business started locally: 06/20/2004 Business incorporated: 02/26/2008 in KY
Type of Entity

Corporation

Business Management
Mr. Tony Zagata, President
Contact Information
Principal: Mr. Tony Zagata, President
Business Category

AUTO SERVICE - SOUND SYSTEMS SALES/SRV. WHEELS AUTO SERVICE - WINDOW TINTING AUTO RADIOS & STEREOS-SALES & REPAIR

Alternate Business Names
Zagata Enterprises, Inc.

Additional Locations

  • 3917 Old Bardstown Road

    Louisville, KY 40218 (502) 493-0011

  • 1
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Complaint Detail(s)

6/18/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought a brand new BMW 335d into Extreme Auto Sound to install a Jehnert Flat Woofer System powered by a Zapco Reference DC 360.4 amplifier. I am filing a complaint because, after driving there twice, and staying in a motel one night. Extreme Auto Sound failed to deliver me a sound system that functioned correctly. I had to take it to someone else to finish the install. When Extreme Auto Sound, delivered me my car, after 9 hours of driving back and forth, a nights stay, in a motel, and 8 hours sitting in there waiting room. My car was given to me with a loud buzz, I asked them to fix the buzz. They got rid of the buzz, and as I was driving home, and after they had closed. I noticed that all the sound was coming from the rear speakers, and barely any sound was coming from the front speakers or the subwoofers under the seat. I tried to adjust it, but couldn’t. They had turned the gains down so low, on the amplifier, to get rid of the buzz, the system no longer functioned properly. I called them the next week, and they refused to fix the problem without additional charges. They also said they needed additional parts. As a side note, after talking to several installers, and the manufacturers of the amplifier and the speakers, the collective response, as to the labor charges, I already paid. Was that they overcharged me 5-6 hours labor for the install, and they tried to charge me more on my second visit, and after the third visit, when the system was delivered to me, not functioning properly, they tried to charge me more money to fix it. As another side note, they installed the amplifier behind the rear seats instead of where I wanted under the back deck. They said, if they put it under the back deck, there would be heat problems. I called Zapco, the manufacturer of the amplifier, in between visits to the shop, and asked them, if installing it under the back deck was going to cause heat problems for the amplifier. They said no. “You can put it under the back deck, and we will fully warranty the product in that location”. I asked Extreme Auto Sound to move the amplifier based on that information. They said no, “we still won’t put it there”. After several weeks, of working with Extreme Auto Sound, They delivered me, my new car, with a stereo system that wasn’t functioning properly, a grease smear on the floor mats, and the plastic carpet tabs in the trunk missing. I concluded that they were not only incompetent, but they were ripping me off, so I took it to another installer. It took the second installer 7 hours to straighten out the mess. The comments from the installer, as they pulled my car apart were: “these guys should be shot”, and “this wire is looped onto itself, it goes nowhere”, and “these guys got this so screwed up that I am surprised they didn’t break anything”. These are just some of the comments that were made while they worked on my car.

Desired Settlement: I would also like a refund for the motel I stayed in and fuel costs driving back and forth from Boonville, IN to Louisville, KY.

Business Response:

In response to Mr. ******’s claims.  Customer   brought us all products to be installed.  We went out and looked at the vehicle and the components he wanted installed.  At that point we went over price and location of all components.  Customer did ask if the amplifier could be mounted under the rear deck. Attached I have several documents explaining why this is not recommended.  Simple answer is heat rises and mounting the amp upside down will cause heat to build up in the circuit board.  After discussing price and location of all components   Mr. ******’s agreed to have work completed. All labor was quoted by the job not on an hourly rate so not sure how he claims we over charged him by 5-6 hours labor. 

After installing all components we had to reinstall the stock amplifier due to the fact that Mr. ****** did not have the correct software drivers or the balanced line inputs needed to tune aftermarket amplifier.  Customer stated prior that the amp was already tuned and had all parts to install. After several emails and two weeks Mr. ****** showed up at 5pm to have us finish the install.  We work on a first come first serve basis and close at 6 pm so we could not get his car in. We had several cars that had been dropped that day to have work completed. Never did we tell him that we would get him in at 5 nor did he even call to see if it was possible.  This did cause him to have to get a hotel for the night but in no way was that our responsibility. If I had to drive two hours to have work done on my vehicle I would have called first or showed up at nine when we open as he had done previously.  As he was told this from the very first conversation we had on the phone. The next day the car was brought in and pulled in to our bay.  We installed the balanced input adapter which he brought that only had two inputs not four like he was told he needed.  The car did have four outputs from the stock head unit. This explains the extra wire he is talking about.  If he would have purchased the correct input adapter all outputs would have been used. Keep in mind we went off of the equipment and instructions he brought us.  At this point we plugged our laptop in to start tuning only to find that the amplifier had a password setup that would not allow us to access it.  I called Zappco personally and was able to get password and the correct drivers needed to tune the amplifier from my laptop. (Attached is a copy of the email) We then tuned amplifier and had customer sit in driver’s seat to listen to audio. Customer left that day happy with the sound and all labor completed.

As far as the comments go about us being shot or breaking any part of Mr.******’s car.  I would like to state.  We are one of the top 100 shops in the US and take the same care on every vehicle we work on.  Regarding any refund of labor, gas or hotel expense. All work was preformed exactly as discussed. It was his choice to take it to any shop that he chose.  We went over all pricing and install before any work was started.  As always we strive to give quality and professional service to every customer.

 

Thanks,    
**** *****Xtreme Autosound
###-###-####                                                                                                           
                                                                                                                                                                                                                                 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9078109, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

        1.       On the installation, they said, the product could not be installed where I wanted it (under the rear deck) because of possible heat damage. After contacting the manufacturer I found it could be installed where I wanted it, and the installation I wanted was less laborious, and so cheaper to install. Also, I wanted the Zapco amplifier powering the new Jehnert subwoofer and front speakers. I didn’t want the Zapco 4 channel amplifier powering all 8 speakers. They said that was the way I wanted it. It wasn’t.

 2.       On the charges, after talking to the manufacturer, they directed me to an installer. The installer, who has done this exact car with these exact products, said the job was a 5 hour job, and at Extreme Auto Sounds job rate of $65.00 per hour, which is what **** told me the shop rate was. the cost should have been about $325.00. I was charged $685.61.

       3.       Charges quoted by the job, these are products they don’t carry, so how did they arrive at the installation price? Saying we are charging by the job is a way of being able to charge more for a job than time allows. This rhetoric allows the seller to be able to charge 2 hours of labor for an installation that takes 10 minutes. It’s dishonest.

      4.       On the software, I brought the software with me on a thumb drive that was located under the center armrest and made both **** and the installer aware of it. They were supposed to tune it after the installation, but because, they said, there was a missing part it couldn’t be tuned.

      5.       On the missing part, I don’t know why they installed the system in the first place if they didn’t think they had all the parts. They should have stopped the job, and waited until they had a chance to confer with me.

      6.       On my showing up at 5:00 pm, I called the day before I came in, and told them I was coming. I know they are first come first serve, so I got up at 4:00 am in order to be there when they opened. I sat all day in the lobby waiting for them to finish the install.

      7.       On the motel, When they finished the install at 4:30 pm it sounded terrible, and I asked them if they used the software to tune the amplifier. They said no, I asked them to please tune it, a 20 minute job per the manufacturer. They told me it would take two hours, and they would have to charge me another two hours labor. After arguing that it was part of the installation they agreed to do it at no charge, but they couldn’t do it until the next day. Rather than drive back home two hours I opted to stay in a motel.

      8.       On the balanced input adapter, I contacted the distributer, and told him to send me a line balanced input. He sent me the part, and I emailed **** with a picture of it. **** said it was the wrong part. The distributor insisted it was the correct part, so I had him call **** directly rather than go back and forth between the two. **** and the distributor agreed on the part. When I got the part in the mail. I called **** and told him I was coming the next day. They installed the part, and never said a word about it being incompatible. It is in use in my car today.

      9.       On the password, the password was the default password for the amplifier, after waiting hours in the lobby for them to figure out the password. I decided to Google it. I found the password in about 1 minute, but they had gotten the password from Zapco by then.

      10.   On customer being happy, that is a laugh, after spending two days in their lobby, and a night in a motel. I was far from happy. I couldn’t wait to get out of there.

      11.   On the sound at delivery time, there was a loud buzz in the system, so **** worked on it for about 30 minutes in the parking lot. He finally got rid of the buzz, he said by turning down the gains. On my way home I realized there was very little sound coming from the subwoofers or the front speakers. He turned down the gains so far to get rid of the buzz that the speakers no longer functioned properly, and by the time I realized this they were closed.

      12.   On being one of the top installers in the U.S., This is why I came to them in the first place. I took them from the top installers list. I have to say my guard was down when I went to Extreme Auto Sound because they were on that list, which was a mistake. All I can say to this is that you can have a company doing quality work, and still have some guys in the shop that are learning. I believe they must have some guys in the shop that know what they are doing, but the guy who worked on my car clearly did not.

****** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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