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:11/30/2023

  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.

  11/15 at High End Car Stereo I inquired about ***** Play in my car. They could install a new radio for $900. $300 dep. required, but their credit card machine wasn't working, so I paid cash. 11/17/23 I brought my 2013 **** ****** ********** in for 9am appt while I waited. Around 12:30 they told me they'd ordered the wrong parts and would have to order the right ones. I waited until 2:00pm for them to reinstall my own radio. Not wanting to be confrontational I agreed to bring it back. But missing a day of work, feeling skeptical and wary after they didn't even know they had the wrong parts, I didn't want to try another installation with this business. If not handled properly it could harm my entire audio system, odometer and warning systems. They didn't know all those parts would have to be replaced when I first agreed to the installation. They showed me a GPS like screen they'd install below the odometer. 11/20 I called at 9am and said I didn't want to do another installation. We went back and forth about returning my deposit. Then a manager, in the most condescending and contemptuous tone said I'd ordered the kit, and even though it was the wrong one, I'd have to pay for it. They'd only refund me $150 of my $300 deposit. That was ridiculous. I'd brought my car in for the installation, they ordered the parts, and if the wrong parts and they couldn't do the job when scheduled, that should be their problem. He gave me 2 options: $150 back or bring my car back in and let them do another installation. Not knowing what to do, and not wanting to let them just rip me off, I agreed to do the second installation. They said they'd call me to make another appointment. That was 11/20, they called the 24th. By then I felt bullied, angry, scared and humiliated that this business would either just take my money or force me to do a job with them. The contract I signed applies to layaways, I was prepared to pay in full on the 17th had the job been done.   

  Business Response

  Date: 12/12/2023

  Hello,

  *************** was taken care of by our sales person *******. When we first performed installaton the kit that was ordered for her vehcile did not fit with her factory options. We explained to *************** and told her we would need to order another kit to complete installation being original one didnt fit.

  *************** agreed for us to order a second kit for us and schedule another day for an appointment once new kti arrives.

  We purchased the new kit that day and was waitng for arrival of kit.

  *************** then calls days later asking if she can just get a refund. ******* explained that we don't offer refunds and new kit for her car was already ordered. That ******* would talk to manager to see what we can do.

  Manager ******* called *************** back explaining if she would of said she wanted a refund before she agreed for a second kit we ordered we would of entertained it. At this point its two kits and more then 2 hours of labor time we have already invested. We still offered *************** $150 back even though our invoices clearly state no refunds on special orders. (notated on bottom of all our reciepts not just layaways see attatched)

  We then discounted an additional $20 off invoice for her inconvience. Also assured her we are top in our field and have worked on many of mini coopers. We also assured *************** we will have our shop supervisor with over 20 years experince complete her installation.

  *************** told ******* she would need to think about it and would call ******* if she agrees to having installation done. *************** called ******* back and agreed to have radio installed again. When kit came in ******* called *************** and set a date to have install done on 11/24. We even made sure to have a time alloted for our garage siupervisor to take care of her vehicle personally.

  ************** never showed for her appointment. 

  I think we have been more then accomodatiing to *************** and in no way she would need to feel intimidated being we are a family business and treat our customers with the utmost respect. ******* the manager just explained policy and what we were willing to do. Overall we just wanted to give *************** what she came in for originally.

  If *************** would like she can call and ask for *********** the owner. If she has any other questions. I would be more then happy to answer any questions she may have. i can also make sure she is treated the way we treat all our customers. With respect and knowing there vehicile is in the best capable hands.

  Customer Answer

  Date: 12/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: These people are now outright lying.  And I will not deal with people so unethical and vicious. I now believe I couldn't pay the deposit with my credit card because they intentionally set their machine up to decline. But I was dumb enough and honest enough to go to the bank and pay cash. Which is why you still have my cash after not doing the job.

  I was at your business from 9am until 2pm for the ONLY appointment I made. But you ordered the wrong parts, and did not even inform me until 12 noon that the parts were wrong and you'd have to reinstall my own radio back, which then took until 2pm. I made no other appointments and neither did you. You were to call when the new kit came in. But I called you back before then because I lost trust in your work after your blunder. And then you blamed it on me, actually claiming I ordered the parts, and said you would only return half of my $300 down payment. Finally, feeling I had no other options I contacted BBB because I felt bullied and no longer wanted to do business with you. You're liars, and you think you're slick, and maybe you are, we'll see.  I don't want your silly $20 for the whole day I waited at your business. I want my $300 because you did not do the job!

  You keep saying you're a family business, well you're not. You're a sloppy, and conniving business, and apparently bullying people and trying to rip them off is how you operate. A good business wouldn't have these problems or attempt to recreate an untrue scenario to swindle a customer who no longer wants you working on vital parts of her car.

  When you couldn't do the job on my car, you explained you're only human. Your customers are only human as well. You do not have the right to make me wait around a whole day, not do the job, then demand that I either give you $150 for the time you spent not knowing what you were doing, or bring my car back and let you try it again. And oh yeah, you'll subtract $20 for my wasted time. Wow.

  I'm not asking for a refund. Those were simply the options in the BBB complaint. I want my down payment back because you did not do the job. And I do not want you to touch my car again. Please, I want to be done with this. If I do not get my $300 back, I will become a crazy woman letting other people know who may be dumb as I was, wherever I can on ******* and any social media, exactly what i went through, and beg them to heed my warning.

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

  Business Response

  Date: 01/23/2024

  Hello,

  We attempted a few times to reach out to customer to work something out and never called us back. Not sure exactly how it got to this point and customer would feel this way. Our machine was down that day and we are honest God fearing people and do honest business.

  If customer feels this way we would rather not do business. We will will give customer a full refund.and eat the cost of labor and product she ordered. 

  Please give us a call and set up a day to come in and get your cash refund. We will need you also too bring in your reciept. 

  Business Response

  Date: 01/23/2024

  Hello we are also willing to mail out a check for full refund of $300  if customer doesnt want to come in for cash. 

  We would need the complaint closed once she picks up cash or we mail a check.

  thank you for your help

  Customer Answer

  Date: 01/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 01/28/2024

  I want to thank you so much for providing this platform for handling this dispute. I didn't open this message for days because I just did not want to be depressed by the message that I would be ripped off by this business and nothing could be done about it. I am astonished that this system actually worked for a person like me who feels absolutely powerless. Thank you, thank you, thank you!

  Customer Answer

  Date: 02/09/2024

  I have not received the $300 as promised from High End Stereo. Nothing!

  Customer Answer

  Date: 02/16/2024

  I have received the $300 refund as of 2/15/24 and the check deposited was accepted by my bank on 2/16/24. My complaint has been fairly settled and I am extremely grateful to both BBB and High End Stereo. I will take no further actions and to my knowledge this case should be closed. Thank you.

• Initial Complaint

  Date:09/22/2022

  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 had a car stereo installed by them and when I got home I realized basic safety features like a fuse were overlooked. I took it back the next day, they fixed all the issues that I knew of. I later found out in a bad rain storm that they never sealed my doors back up so there is water on the floor of my car. *** also found poorly spliced lock mechanism wires that had nothing to do with the stereo that they were unable to put back together. When I called and told them about it they wanted to fight with me about it instead of coming up with a solution. Immediately the lady on the phone said "I have a *** with a full system put in by High end and I don't have any problems." I also have a voice recording or them saying they have a 25 year warranty then later denied.

  Business Response

  Date: 09/22/2022

  Hello,

  **************** brought his 2017 *** ** back on July 8th 2020. To have a six channel amp installed that he provided. On ***s there factory amp is in the rear of vehicle where amp is bypassed and all connections done in trunk area.

  **************** called us over 2 years later complaining of not clean install at amplifier and a water leakage issue. Even though we have a 1 year warranty (which is at bottom of invoice with his signature). We told **************** to bring down vehicle so we can verify his problem he says is happening. He then told us he already paid *** to repair with out even allowing us to look over. to verify his complaint. Upon looking at the invoice he sent us from *** and9one he attached to this complaint)

  It says front sunroof drains partially blocked. Where water came in. Also the description on *** invoice of problem that **************** told dealer was: "water was coming from A pillar (which is next to windshield).

  IF something was done wrong by our company that would cause any type pf leakage issues. It wouldn't take over 2 years for it to surface.

  Even though **************** is out of warranty I spoke to **************** directly and offered him a full refund for work that was done over 2 years ago or $406.09. **************** agreed and just had to stop in store with credit card to get refund for invoice #***** in the amount of $406.09. The 25 years **************** is referring to is an employee referring to how long we have been in business. Which **************** provided us the audio recording from our ********* page so we could verify and told this to *****************

  Unfortunately the employee who did the work on **. ********************* is no longer with the company for some time. We can only go by his invoice.

  The people who do still work here that **************** spoke to and felt wasn't dealt with properly were reprimanded.

  If **************** would of brought the vehicle with problems he had to our garage manager directly to verify what ever his issues were. We would taken care of wiring that wasn't up to his or our standard. 

  The offer to refund ******************** charge that was done more then 2 years ago still stands. Invoice Number ***** for $406.09  **************** is welcome to go to either location to get refund as agreed.

  If **************** also wanted to get work done in the future (at either of our stores) or needs to buy product would be willing to give a substantial discount to further take care of *****************

  We are a family business and take pride in our work and customer service. 

  Customer Answer

  Date: 10/04/2022

  I have them a deadline I wanted this resolved by and they didn't resolve the issue. Shortly after I put the complaint in I was contacted with a solution to the problem. Still doesn't cover anywhere near the full amount of damages but its better than nothing. 

  --
  

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