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:08/19/2024

  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 ordered a Backup camera from their website. The website said it was compatible, but after installation, it didn't work. I contacted tech support, gave them my vehicle info and they tried to help me get it working. After a few different attempts to make i work, they told me it was not compatible with my vehicle, and instructed me to send it back. I sent the product back, they refunded my money minus a restocking fee of approximately $70 dollars. I want ALL of my money back.

  

  Business Response

  Date: 08/20/2024

  The restocking fee has been refunded! We apologize for the confusion.

  Customer Answer

  Date: 08/22/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:07/22/2024

  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.

  Order date July 16 2024 Order # ****** I ordered a radio for my charger a uconnect 4C 8.4inch with GPS navigation, to replace the original radio from my car, a uconnect 8.4 AN RA4. I suspect that I was sold a used or refurbished radio as new. The radio I was sold was shipped without any packaging or official box or paperwork. The radio I received was in a blank shipping box wrapped in bubble wrap. The radio appears in good condition but I don't believe it's new. Secondly but less Importantly I was told my sales that they would buy the original radio, compensating for the high price of the "new" radio. When I contacted them about the older unit I was then told they were not interested. I feel ripped off and I was lied to

  

  Business Response

  Date: 07/23/2024

  Hello there,
  
  We sincerely apologize about the mounting tab being broken, but thankfully that part of the mounting tab isn't necessary in regards to the integrity of the radio unit.
  
  The sales rep also was not aware that our ********************* is already overstock in the * Mount UAS model radios, and has been informed of the mistake. While we can't purchase another one at this time, we would definitely be interested in the radio at a later date when inventory levels begin to level out.

  Due to the inconvenience, as well as the structural damage to the radio mounting, The most I can do is to provide you a $100 partial refund (I was able to work out that value with management, it's significantly higher than what was presented to me). Please resubmit the radio buy-back form in a month or two!

  Customer Answer

  Date: 07/23/2024

   
  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,
  
  ***************************

• Initial Complaint

  Date:06/17/2024

  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.

  I paid this company $3500 through another company tint world. I have yet to receive my merchandise and I have yet to receive a refund because the order was canceled before the item was shipped. I want a refund

  

  Business Response

  Date: 06/18/2024

  Hello there,
  We sincerely apologize, it appears there may have been some confusion. We were under the impression this was about the Klarna order that was cancelled, order ******. If you haven't had that case closed with ******, I would highly advise reaching out to them.

  As for the Tint World order, ******, that was cancelled on January 12th, but for some reason the automatic refund did not trigger to refund Tint World. We just refunded that this morning after looking closer after this BBB complaint. However, we're a little puzzled, we would have thought that Tint World would have reached out to us in regards to this, because it was ordered through them, and it would be safe to assume they want their refund so they can refund you. You should be able to reach out to Tint World for your refund now!

  

  Business Response

  Date: 06/18/2024

  My mistake, cancellation was on June 12th, not January 12th.

  Customer Answer

  Date: 06/18/2024

   
  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,
  
  *********************************

• Initial Complaint

  Date:05/30/2024

  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.

  I purchased a remote starter kit for a 2019 Ram 2500 with a tailgate dampener for ****** on 5/20/24. On 5/28/24 I received a package containing only the tail gate dampener.I contacted them via email on 5/28/24 and was provided a photo of an order being packed, the following day. I alerted them that it was not in the package I received, I did not receive any further email responses so I contacted their call center.I spoke with one agent and one supervisor, and neither provided any assistance. The supervisor offered to send a video over which I still have not received at the time of this complaint.I am also not sure of the relevance of the video as I can assure them I only received the tail gate dampener, I am frustrated at the sheer negligence and poor customer service. Based on the numerous reviews and complaints I now see, I also feel that they are filtering the reviews that are readily viewable on their website, which is extremely deceptive.I have disputed this charge with my bank and explained this situation in full to them as well, I would like to see them reprimand their call center and warehouse employees as well as provide the video that they stated would be provided as I do not believe that there is clear evidence that this was packaged or I would have already received the offered video.

  

  Business Response

  Date: 06/04/2024

  Hello there,

  I've provided the link to the video of the package being packed. BBB would not allow a file larger than 8MB to be sent.

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

  We understand your frustration, but we're a little puzzled on the hostility. If this was a shipping mistake, we'd check the footage and own up to our mistake. When you had first called us regarding this issue, you came in attacking us from the very beginning. You even threatened to ******* us with Robocalls to freeze up our phone lines, which is illegal under the **** act. Our calls are recorded so I can provide the audio file to BBB if necessary. Since you have already filed a chargeback with your bank, please send back whatever you received from us.

   

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21781942
  
  I am rejecting this response because:
  I am not paying shipping for their mistake, you may send a label with your return information for your tailgate dampener.

  Regarding the hostility, its quite clearly due to your absolute lack of action when a customer has an issue. As this was sent via email and received the exact same response and then I was ghosted by your scam of a company. 

  In reference to the **** threat, that is hilarious. If they were abandoned calls, and I were a business such as yourself, that might well be the case. However I would be there to answer every line that was answered let me assure you, I can actively call you as many times as I would like until you file a C&D.

   

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

  

  Business Response

  Date: 06/12/2024

  The *** and return label has been sent your email.

• 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.

  Ordered the uconnect 5 upgrade for my 2015 Ram 1500 and after 72 hours of trying to get it to acclimate, it wont. I have no features on my truck including the Apple CarPlay they advertise and after back and forth with them for over 2 weeks trying to get this head unit to work on my truck they are still trying to tell me to continue acclimating the head unit to my truck I asked for a replacement since obviously its not working and they keep giving me the run around instead of making it right. Also on their website they claim compatibility guaranteed which is a huge bold face lie as they have issues with there product internally that they are not releasing to customers before they buy. They have known issues with usb compatibility that they arent disclosing to customers. Stay away from this place.

  

  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.

  Customer Answer

  Date: 05/16/2024

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

• 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.

  Date Ordered: 12/22/23 Date Shipped: 1/31/24 Date Received: 2/5/24 Amount Paid: $375.96 What they advertised: A plug-and-play remote start system with OEM remote start keys cut specifically to my vehicle.Nature of Dispute: The key fobs will not program to my vehicle. I followed the step-by-step instructional video they had on ******* for my vehicle and was not successful. I have had both a dealership and a locksmith try to program the fobs to the vehicle and it will not work.What the Company has done to resolve the issue: I have called the company several times trying to work with them. I have been super patient with them but the last time I called (March 7th), the representative seemed to try to deflect the issue and said he would contact me later that day or the next day and failed to follow up. After that, I sent an email on March 9th to request a refund since I have gotten nowhere with them and they have yet to respond to the email.Order # ******/ Tracking # **********************

  

  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!

  Customer Answer

  Date: 04/11/2024

   
  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,
  
  *********************************

• 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.

  Infotainment with navigation works but it was sold as outdated maps for Navigation with ******* disabled which was last updated for maps 2016; need reason why. Not good service to offer for a 2015 Equinox at that price. Order was places January 2023.Order number might be: ****** with card ending in ****.

  

  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.

  Customer Answer

  Date: 02/21/2024

   
  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,
  
  *************************

• 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.

  Horrible experience. *** lost my package. Infotainment knew they lost my package. They slow played the claims process with ***. *** approve the claim, but Infotainment refuses to refund me or send me the product that I ordered, knowing that this was a gift. *** takes ***** days to issue the refund back to the shipper, Infotainment knows they are getting their money back for the product, but infotainment will not issue me a refund nor product unless they have the physical check in hand, although they have info that *** is giving the return. **** married for over 25 years, wanted to improve something for my wife's car for something special for valentines. Infotainment spoiled it. *********************** up in my face. Disrespectful poor customer service. Really upset about this company. Reported it to pay pal as well. Horrible experience. They need to either put something in the mail or refund the money. They know they are getting their money back from ***, why make me and my wife suffer?

  

  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.
  

  Customer Answer

  Date: 02/09/2024

   
  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,
  
  *************************

  

  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