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:05/15/2024

  Type:Delivery 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.

   
  Complaint: 21717494
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/16/2024

  Hello there,

  We actually do disclaim that the *** media access on the things to know. It's the second bullet point on our product listing. If you'd like to take a peek, I've included the link to the listing. We added it when we first had reports in December. We can only speculate that most people didn't even try plugging a *** drive with music when they could stream wirelessly from their device when it was released.

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

  The *** fix is currently being worked on and will be corrected with a replacement of the Genie *** once it's finished, and will be sent to all of our customers experiencing that issue free of charge.

  As for your vehicle, we've sold over a 100 of these since launch from October of last year, and you unfortunately are the only person where the radio did not acclimate and allow wireless CarPlay to work. We honestly aren't sure why it wouldn't work properly (minus the *** issue which we are actively working on).

  We apologize that this didn't work out for you. We have provided you an RMA and return label to send this back for a full refund.

• Initial Complaint

  Date:05/02/2024

  Type:Product 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.

  Horrible experience. I purchased a repair service to fix my touchscreen from my 2019 Ram. I sent them my unit, paying for the shipping myself. I received an email stating that they received my unit and are waiting for a technician to service it. A week later I received an email stating that my unit was REPAIRED and prepared for shipment. I received the unit 3 days later and immediately installed it in my truck. It worked for about 4 days and then stopped. I contacted infotainment and they told me that their technician couldnt duplicate the problem and therefore couldnt repair it, even though I got an email stating that the repair was completed. They said they would refund my money minus a $69.99 diagnostic fee. If, in fact, it was unrepairable, why didnt they refund my money immediately instead of waiting until I called them? Now Im out $25 for shipping and $69.99 for a fake diagnostic and I still have a broken unit. These guys are super shady. The repair service is a big scam. STAY AWAY!!!!

  

  Business Response

  Date: 05/03/2024

  We apologize for the experience. There was miscommunication in our system, and the automatic trigger did not occur, so customer support was never notified to call you to inform you of the part being unrepairable (We could find no issue). While that trigger caused a domino effect, and resulted in it shipping back out to you anyway, we still have a policy in regards to the diagnostic fee. Below is a snippet of the first paragraph of the terms and conditions that were agreed to when the form was submitted.
   Infotainment.com ************** Tips:
  The troubled electronic device must be shipped to our facility within 30 days of the Infotainment.com repair service purchase.
  Ensure all media has been removed from device prior to shipping. We are not liable for any lost or damaged media.
  Please package and wrap your device very well. We are not liable for any excess damage that *** occur within transit.
  Please allow 2-3 days for our service department to fully bench test and inspect your device.
  If it is found that the device sent to us is unrepairable we will contact you before proceeding with any additional testing or repairs. The customer will be eligible for a full refund minus our $69.95 diagnostic fee. SKU: U-SRVTEST
  We do not repair or service any previously stolen electronics. All serial numbers are traced and recorded as ********************** is a licensed second-hand goods dealer.
  Any unclaimed electronics after 90-days will become the property of Infotainment.com.
  We are not liable for any removal or installation charges.
  
  Even though the terms and conditions were accepted, we are going to bend policy and refund the repair service in full, including the diagnostic fee.
  

• Initial Complaint

  Date:03/23/2024

  Type:Product 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.

   
  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.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/08/2024

  Hello there,

  We do have a solution for this. We have a locksmith that we recently have been working with and he can program these keys. We're sending you a return label to send just the keys to us, and we'll have them programmed and shipped right back out to you! We unfortunately cannot refund this kit, as the keys are not returnable to the vendor because they are pre-cut specifically for your vehicle. But we do want to make this work for you!

• Initial Complaint

  Date:02/18/2024

  Type:Delivery 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.

   
  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.
  

   

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/21/2024

  Hello there,

  This radio upgrade is out of warranty by almost a year. Sadly, it's out of our control if the manufacturers of the map update no longer supports the factory navigation radio. We understand that this is an inconvenience, but unless NavTeq or HERE Maps brings the map updates back for this radio, we don't really have a solution. We unfortunately cannot accept this as a return for refund due to how long ago this order was placed. Our refund window is 30 days from the day you receive the package.

• Initial Complaint

  Date:02/08/2024

  Type:Product 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.

   
  Complaint: 21267685
  
  Thank you for your prompt response regarding my BBB complaint. While I understand your company's policy regarding lost packages and the *** claim process, I must respectfully reject your response.
  
  As a customer, I am deeply disappointed by the lack of consideration for my situation. The item in question, intended as a Valentine's *** gift for my wife of over 25 years, holds significant sentimental value. It is disheartening to experience such inconvenience and disappointment due to the shipping method chosen by your company.
  
  Despite the pending *** claim status, I find it unacceptable that your company is unwilling to take proactive measures to remedy the situation. It is clear that *** will reimburse you for the lost package, yet your insistence on withholding shipment until the claim is finalized prolongs my frustration and inconvenience.
  
  As a customer, I expect a level of service that prioritizes customer satisfaction and acknowledges accountability for decisions made. Your failure to promptly address this issue reflects poorly on your company's commitment to customer service.
  
  I urge you to reconsider your stance and take immediate action to rectify this situation by expediting the shipment of a replacement product. I trust that you will prioritize customer satisfaction and work towards a swift resolution.
  
  Sincerely,
  
  *************************fer?

  

  Business Response

  Date: 02/09/2024

  Hello there,

  We understand your frustration, but we are following the procedure for the *** missing package claim. As per our policy, we cannot refund a lost package, we can only re-send the same product out once the claim has been finalized. Unfortunately the claim status is still pending. I've attached the current claim status as of this morning. We apologize for the inconvenience but we cannot re-send the upgrade until *** completes the claim process. We humbly request that you rescind the PayPal claim as well, because when the *** claim finishes, we will be unable to re-ship this unless the PayPal dispute is removed.

  Once again, we know that this is frustrating, and it shouldn't have happened, but this unfortunately is an issue from ***, and we're just following our policy and ***'s policies in regards to lost shipments.
  

  

  Business Response

  Date: 02/15/2024

  We have created a new order to send another kit out to you. It should hopefully ship today, or worst case scenario, tomorrow. 

• Initial Complaint

  Date:01/07/2024

  Type:Delivery 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.

  I have had an open order with the company for over 2 weeks. I have been explicitly told my order has been ready to ship every day for the past 3 days guaranteed each time my order would be shipped that day and no support is being offered. I can not get them to honor my order it seems. There customer service has been truly horrible lying to me each time I speak with them and offering no actual solutions.

  

  Business Response

  Date: 01/08/2024

  Hello there,

  We apologize for the experience, but this actually did ship out last week on January 4th. I'm not certain if you received the automatic email with the tracking.

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

  This is actually supposed to be delivered today by 5:20pm

• Initial Complaint

  Date:11/27/2023

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******k! I have talked to customer service but have never been able to talk to a tech. Customer service sent me a programmer that didn’t fix the problem and sent me a list of things to try that didn’t work unfortunately. So I have a lot of time and money invested and three radios later I would have to say just be careful what you buy from this company as these radios are expensive for something that doesn’t work properly.

  

  Business Response

  Date: 11/28/2023

  Hello there,

  We apologize for the inconvenience. We're still working on fixing the climate control issues on the UBD and we're making pretty good progress. However, I think that this could just be bad luck that you received two radios in the past from us that stopped working. We sell thousands of these radios and we only end up exchanging a handful when compared to how many ship out on orders. I see that you communicated with our support representatives, but we're all aware of this visual issue that affects what the screen says for the temperature, and some like yourself aren't even getting a climate screen. I think it would be best if this most recent radio comes back for a full refund, and we can set you up with another UAQ which will be the best one we can obtain. I'll send you an RMA and return label for this to come back.