Complaints

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:05/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 took my NEW 2025 GMC Sierra 1500 Truck in for the to reinstall a windshield mounted camera and rear window camera. around 4/10-4/15. They removed the camera from my other truck i traded in at ***** *** ********** 1 block away. I paid them for that reinstall and Extra $75. because they had to call drone tech to get it working properly because it wasn't installed Right!!
  So I pull off from the Richmond Audio Center and get 2 blocks away and look up at my camera and I see a bulge in my Headliner from the camera to the left front corner of the headliner. I stop my truck and look closer. !! MY Headliner has a CRACK IN IT! SO I TURN AROUND and go right back in. I tell the front salesman theres a BIG ISSUE with my truck!! he comes out. I show him the headliner sticking out and the CRACK in it !! He goes in the back and the owner ( **** ) comes out and the first words he says! You want a new headliner? I Said it's Cracked! He Looked andsaid I'll get you a New Headliner! I said okay when?? He said I'll let you know when it comes in! That was 4 WEEKS AGO TODAY! i drove up to the dealership 1 block away and they could have a headliner in 2 days! I waited a week. stopped by the shop. guy says it's not in. I wait another week. same thing ! I check back 3 weeks and nothing. Now as of Today its been 4 WEEKS!!
  So I go to the dealership and get estimate for headliner and to install because you need the vin Number to Get the Right Headliner!
  I stopped in the Richmond Audio Center 5/14/2025. I asked the Salesman who works the counter Whats going on with the Headliner? He says the owner isnt in Again so he doesnt know! I said i went to ***** the first day this happened and they could have a headliner in 2 days! It's been 4 weeks !
  So to Replace and Install Cost this Amount. **** said He would Buy me a New headliner after Breaking My Headliner !!
  The Cost to Replace and Install a New Headliner is this AMOUNT $2682.93 ( estimate attached )

  Business Response

  Date: 05/16/2025

  *** **** has came in with three different trucks. None have been a problem unit now. The same unit was installed in the same style trucks. No damage at all!!! This truck was a little different as he was having trouble out of his camera (which we did not sale him). He told us that he called in and talked to tech support and they said it was not installed right. I have attached a picture of a convo with me and wade (head of firstech tech suppot). As he stated it could not be wired wrong and turn on. It not being able to be view is something else. When *** **** came in on the 24th (picture attached to confirm) we then went through and figured out after being on the phone with tech support that the camera was not activated when *** **** received his new camera ( that was customer supports fault) when HE isatlled the new camera. I did not see any issue with the headliner as we did not remove any wiring when checking the camera. I even installed my personal dash cam (same unit as ** ****) and showed him that it worked fine with the same wiring. He seen that for himself so it could not have been wired wrong! *** **** was charged $75 at that time because we spent an hour of the companys time fixing an issue that was not our fault. I assume because he was charged he was upset about that and even seems to be after his statement to confirm that. He then left the parking lot which he returned a little later and stated that his headliner was damaged. I didnt understand was i did nothing with the wiring to damage so. It would not let me type all so i have sent a picture as well with full story

  Customer Answer

  Date: 05/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Richmond Auto center installed and removed cameras from my truck and reinstalled it in this Truck !  I came back After you contacted support because you didn’t hook it up right. It wasn’t working properly that’s why You set me an appointment to come back. Yes you called tech support. Yes I paid you $75 for your time 

  I came right back after leaving with my truck

  when I Noticed the headliner bulging out and Wires Showing 

   

  The Front salesman I as I mentioned came out and Looked. He tried pushing the wires in that was showing.   I said the Headliner is cracked right in the front were it’s bulging. He seen it !

  He then came inside and You **** came out. You got in my truck and tried pushing the wires in and You seen the Crack in the front headliner. And You said You’d Order me a New one!  I said when would you have it. You said you’d let me know!  As mentioned. I came back into your Business 4 times checking to see if it was in. The Front desk guy walked back and he said you said it wasn’t in yet the first 2 times!  I called he said the same thing! So I came again and he said you wasn’t in and he didn’t have an update on delivery 

  So I returned On 5/14 as mentioned and the guy in front said you wasn’t in. I asked him where did you order the headliner from. I said the dealership could get one in 2 days!

   

  ****. You came out and looked at my truck soon as I returned after you worked on it. And you said You were going to order one to Replace it.  After seeing the Crack where the wires were put
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 05/19/2025

  AGAIN!! As stated by ME that even tho i knew we did not do it i wasnt going to fight with you about because of your brother **** "who i really like" i was going to take care of it no matter what just because of his and my business together. I do not care how fast ***** can get the headliner. They are also charging fake charges like removing the windshield that does not have to be done. I told you it would be taken care of. Unlike some people i keep my word. You came in and said YOU werent waiting. I think its funny its not hurting anything and not keeping you from driving the truck. If you would like to keep with with the bbb and take it to court i am more than willing to do that as well as you can clearly see i didint hook anything up wrong. We did make an appointment to get it checked out for you. I can prove everything i said. Sorry that $75 upset you so bad and you cant understand it wasnt our fault. So you have two options. You can stop this foolishness here and we can get it fixed our take me to court. 

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I don’t know what it takes to Fix This as far as the proper process!

  I just was the Headliner Replaced as You said you’d Do

  i didn’t know where you were ordering it from.  And it had been 3 weeks before I went and got an estimate from ****** 

  I came in to talk to you ****. I know you run a busy business. So I only told the guy up front. That **** can get one. I never said I was having them fix it

   

  if you’re going to get this taken care of. I’m ready to just get it done. Yes my brother mentioned you texted him

  i just told him to see if you had it ordered 

  just let me know when you’ll have the time to replace the headliner. 
  ill be okay if you agree to fix as our First Conversation 4 weeks ago. Thank You. I await your response so we can set up to get this done 

  thank you Sir
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Customer Answer

  Date: 05/19/2025

  
  
  

  Complaint: ********
  
  I am rejecting this response because:

  I don’t know what it takes to Fix This as far as the proper process!

  I just was the Headliner Replaced as You said you’d Do

  i didn’t know where you were ordering it from.  And it had been 3 weeks before I went and got an estimate from ****** 

  I came in to talk to you ****. I know you run a busy business. So I only told the guy up front. That Adam can get one. I never said I was having them fix it

   

  if you’re going to get this taken care of. I’m ready to just get it done. Yes my brother mentioned you texted him

  i just told him to see if you had it ordered 

  just let me know when you’ll have the time to replace the headliner. 
  ill be okay if you agree to fix as our First Conversation 4 weeks ago. Thank You. I await your response so we can set up to get this done 

  thank you Sir
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 05/19/2025

  you can call ****** at ***** ***** to set up your appointment. I have made him awear you will be calling and he will set you up an appointment to get it taken care of. His number is ************* 

  Customer Answer

  Date: 05/21/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Appointment is set for 6/02/2025
  
  
  
  Sincerely,
  
  
  
  ******* **** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  As dictated to Dispute Resolution Coordinator   He went to ***** ****** they do not have nor can get the materials to fix the headliner.  Customer needs to take to dealership since the truck is too new.  Customer wants business to pay for the repair/replacement of headliner at the dealership.  
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 06/02/2025

  We will order headliner and confirm shipping date. Once headliner is in customer will need to drop off at richmonds tint and audio for two business days for install.

  Customer Answer

  Date: 06/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response just to say.. I understand back ordr on the headliner... Doesnt solve the problem that should already been done day one.. So i've texted with ****** who is your service guy.  he informed me that the headliner was on order once ********** informed the company they couldnt match the headliner in question/damaged.

  Recently text conversation states the headliner now is on Back order..  Which no Date can be made for Solution...  What's the next Step??  thank You
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 06/05/2025

  It wouldnt matter from day one or not does not change the fact that the headliner is back ordered. ***** ***** was an after marker solution to get it taken care of sooner. They were not able to do so. We can not control parts or products from any manufacture. The only step is to wait until the headliner is available. This does not affect the performance of the truck or any safty risk at all. Once headliner is available from gm it will be replaced asap.

  Customer Answer

  Date: 06/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  I understand it’s on Back order. As I checked as well. Just wanted this to stay open with Your Agreement as You’ve outlined 

  im okay with That 

  Just Keep me updated on this Process. And if Any other Solution can be done. Please let me know 

   

  Thank You 
  
  
  
  Sincerely,
  
  
  
  ******* **** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.