ComplaintsforExtreme Audio & Performance

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the summer of 2020 I spent several thousand dollars at Extreme Audio getting a complete sound system and installing under glow lights under my car. Within a couple months my speakers were not working properly and I had to make several visits back to the shop. Each time they gave me an extremely hard time and charged me each time to have things fixed that were under warrantly. Most recently in September 2021 I went back to the store because my under glow was not working anymore in the front. Extreme Audio said I cut the wire which is why it was not working. I brought this to another mechanic and come to find out, the wire was placed in correctly causing it to break apart. Extreme Audio refused to admit their error and refused to correct it. At the end of September, they charged me over 300 dollars to fix a speaker that they installed incorrectly. On October 25th 2021 after SEVERAL visits back to the store because everything STILL was not working properly I went back again because the amp and speaker was not working. I was informed the product was under warranty but I would have to pay OVER 100 DOLLARS to ship the old amp back and get a new one. After all of this and all the money I spent, the owner also tried to kick me out of the store. In addition to being completely disrespectful to me I was charged over 400 dollars over the last 2 visits for issues they caused in the first place. I want this money refunded because this issue was their error in the first place.

  Business response

  10/25/2021

  In June of 2020 Mr. ******** purchased audio, lighting, and vehicle accessories as well as installed it. There were no reported problems with the installation or function of the equipment.

  On May 25, 2021 Mr. ******** reported to us that his subwoofer made an 'odd noise' and that his rear speakers did not work. After a 5 hour inspection, we found that one of the speakers had been pushed by the customer's laundry basket, broke the speaker, and distorted the signal to his subwoofer amplifier. He was charged for one hour of labor to try an offset our cost of service while respecting the warranty we support on the equipment that was originally installed.

  On Sept 21, 2021 Mr. ******** reported that his subwoofer had completely stopped working. We inspected the equipment and confirmed that was the case. At this point, this item was out of warranty. Mr. ******** opted to replace the unit was charged the current price as well as 1/2 hour labor for the time required to replace and tune.

  On Sept 29,2021 Mr. ******** reported that his front underbody LED light strip stopped working. Upon inspection, it was discovered that the wiring had been cleanly cut. He was informed that there would be labor charge to rewire this part of his install. Mr. ******** was displeased with this request and expressed his frustrations in a very emotional way. He stated that the wiring was done irresponsibly and failed because that, per the information he was given by his service center. We were not provided with documentation nor evidence to support his statements.

  Today on October 25, 2021, Mr. ******** reported to us that his subwoofer that was purchased on 9/21/21 was not working properly, and was inspected by another professional audio installer. We inspected the equipment as well, after some time and discussion with Mr. ******** and the 3rd Party, we were able to confirm the problem. During the diagnostic process it was noted that the equipment is failing from being 'over driven' or pushed to work at its maximum capacity too often. The company that provided the 2nd opinion shared that they advised Mr. ******** was advised to upgrade his equipment to a product that meets his taste/needs. We offered to credit Mr. ******** the cost of his unit minus the shipping cost, to assist in finding a more appropriate solution. Mr. ******** opted to use the warranty and was replaced from our inventory as a courteous instead of sending his unit out for inspection and waiting for the company to send his replacement. However, he is still obligated to pay the shipping fee. The cost was $110. We agreed to split the cost, so he was charged $55 plus 1.0635% tax.

  At no time has Mr. ******** been ignored or dismissed for bringing his complaints to our attention. However, he was asked to leave this afternoon because he called me a 'mother fucker' when I told him that I do not need the input of another shop owner to do run my business correctly. I did not shout at him nor did respond in kind to his remark. I was however deeply offended and did ask him to find another shop to do business with.

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