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Business Profile

Auto Customization

Hillside Audio

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Customization.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/15/2023

    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.
    On June 20 we took the care in for repair of the remote and that was it. The hillside company gave incorrect information, and we had a un-necessary part put in and still the remote did not work. So, *** ripped out the place where the remote start was placed in the car and remove something from it and just left it is hanging under the driver feet. We have not been driving the care because of the remote body is still left on the floor of the driver's side. We would like it to fix the correct way and put back into its place and replace of money that we spent un -necessarily.

    Business Response

    Date: 09/08/2023

    Dear BBB, 

    To whom it may concern. Client had a remote start done by us on 10/17/2022, on a 01 *******. remote start worked great no issues. about a year later he called and said it wasn't working. We then made him a appointment to get it looked at. when we got the vehicle first thing I noticed going out to car, is pressing the brake turned the marker lights on and turns the beeper on for headlights on. Pulled it in and troubleshoot the vehicle and found that nothing is wrong with remote start, all connection are correct. the reason why the remote start wasn't working is when we hit the remote start button it will turn parking lights on and that circuit is back feeding into the brake switch and shuts down the vehicle immediately for safety reasons, gives us a brake code for why the remote start isn't working. We then did not charge the customer anything for the troubleshoot and recommended a shop to look at switch and/or headlight switch. We recommended a shop as we are not mechanics nor do we do maintenance on vehicles. Client went to a shop and told them to replace brake switch, shop said it wasn't that. client then called us and asked us what to do and we said we are not too sure as we are not mechanics, all we know is the brake switch and headlight switch are not working correctly. He then had the brake switch replaced, going against mechanics recommendation. it did not fix issue. client then came into my shop yelling and demanding we pay for the repair. i explained we cannot pay for a issue that is not ours. client then yelled more some foul language was said. Client called shop who fixed brake switch on speaker phone and mechanic said he wanted it replaced because we said so, even though ******** said it wasn't that. Not too sure why the mechanic did not troubleshoot the vehicle first or notice the issue. its hard not to see issue as you need to hit the brake to start vehicle. I explained to mechanic that we only told him to go see him for this issue and have him look at it. client then said i was lying and started to really yell at me. Mechanic hung up the phone. at this point i went to the 01 ******* and pulled out my fuse for the parking lights, so they would not activate during remote start (keep in mind when parking lights come in its feeding brake lights too, that's the issue) in return the remote start would work correctly just no parking lights will turn on. Pulled the fuse showed client it worked and he got very upset as to why he did the brake switch if it works. i tried explaining multiple times the issue we where having and that the issue wasn't remote start related. we where then cussed out, yelled at and client threatened us and left.

    Customer Answer

    Date: 09/08/2023


    Complaint: 20473547

    I am rejecting this response because:
    They insisted that we get the part put on or they would not be willing to help us.  So we did as we were told.  ************ stated that what they were saying was not true. If that was the case, why was it just now happening?  It would have been a problem all along. The mechanic did not want to put the part on but we insisted because Hillside Audio insisted. If removing the fuse or what every he removed after the part was order, paid for and installed, that should have been done in the beginning.  I thought they were a good company our remotes have lifetime warranties at least that is what were where told at the time of purchase. I need the box that was pulled down and left under the driver's feet put where it was when we brought it in. My feet should not have to share the driving space with this black box.


    Sincerely,

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

    Business Response

    Date: 09/14/2023

    dear BBB, 

    To start we have never refused service or help to a client unless we are being yelled at or treated poorly. I couldn't tell you why the problem started in the 01 ******* as it is 22 years old. i want to clarify that we did not recommend a part swap, we recommended a mechanic to look at vehicle for the problem. we said the brake and parking switch are having issues, again we don't know why as we are not mechanics. We do offer a lifetime warranty on the installation not the remotes as those are wearable items. we did go thru vehicle as per the warranty and no charge was to the client. We cant be held responsible for problems in a vehicle that aren't ours. ill explain again that if we pull the fuse from the parking light in the remote start, that will not feed the parking lights which wont back feed the the brake switch and will remote start. We have no problem putting brain back up. when we pulled brain down to do this test to show client. he cussed me out on why he had the part swapped if it works and the correct answer to that was now with that fuse out the remote start isn't correct and we still had the beeper going off with brake on. With that fuse out, remote start is not connected to vehicle.... hit the brake and parking lights/beeper comes on..... the vehicle has a issue not the remote start.  We do not recommend parts that we don't know will fix the vehicle, this is why we recommend a mechanic.... we cant be responsible for the client demanding the switch be replaced when mechanic said it was not the issue. We don't go against mechanics as they are trained for mechanical and we are not. We did refuse service at this time as we dont allow clients or anyone for that fact to yell and cuss us out, this is why the brain is still down. Have no problem taking about 30 seconds and a zip tie to mount it up, and for the tape, yes that is high end tesa tape used in every high end luxury vehicle. every remote start here receives that wrap. every harness in a vehicle is taped from the factory....

    Customer Answer

    Date: 09/25/2023

    need the company to fix my car it had no problem till it was taken to them

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