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:04/26/2023

  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.

  On 3/16/23 I purchased some equipment for my 2016 Jeep Grand Cherokee. When the parts came, they were not to the specifications given to me when I purchased the products. I spoke with someone named Eric and told him that I wasn't happy as it was not what I was told when I purchased the item. He sent me the return information and I boxed up the items and sent them back. They were received on 3/10/23 and signed for by someone at the business. So over the last 2 weeks since, I finally received the total return amount for (1) of the items I sent back, so out of the total $1499.00 I spent I received about half of it back to date. I have over the last 2 weeks tried to talk with Eric and the business since then and I just get excuses that they didn't know I sent both items back, and it needs to be logged into the system before they can refund my money. At this point I have no confidence that I will ever receive the rest of my money, I didn't want to go this route and have tried to work with them on this over the last month, but at this point I feel I need to put in this complaint and will next be speaking with my credit card company so I can dispute this transaction and hope to get something back from this terrible experience with this company. I hope this will get out so other people know what they are dealing with if you purchase something from the company and ever need to return it to them for credit.

  

  Business Response

  Date: 05/09/2023

  Hello *********

  We sincerely apologize. The radio was finally located this morning. I have went ahead and processed the remaining balance to your method of payment. I hope that you find that this is a positive resolution despite it taking longer than expected for us to find it.

  Customer Answer

  Date: 05/11/2023

  
  
  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:04/18/2023

  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 product worth over $2300 which it was lost for almost a year. The company refused to answer their live chat and emails around 90% of the time as their customer service is one of the worst. I had to hire a private investigator to find the product. When it was found, the order had the wrong products so I requested an RMA which their agents approved. After two months after returning the products, the company is refusing to provide a refund. I do not recommend supporting this business as they are one of the worst companies I have ever dealt with.

  

  Business Response

  Date: 04/18/2023

  Hello there,

  The reason why we have not issued you a refund is because you had sent us your factory equipment that your vehicle came with in an attempt to get a refund for the digital cluster. Our upgrade was a digital dash cluster where everything is in a fully digital display. Our cluster does not have physical gauges or physical needles, the cluster we received from you does have physical gauges and physical needles. If you wish to be refunded, you will need to send us the upgrade you purchased from us, and we can send you your base factory cluster back to you. I've included a photo of what the warehouse received from your return. That is not what we sold you. We do not carry the base model clusters because every Mustang comes with that, we only sell the full digital cluster.

  Customer Answer

  Date: 04/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I don’t know what game you guys are playing. I just received an empty box from you guys today and now this is getting more ridiculous. I already gave you guys my VIN number when I purchased it last year. I’m sick of having to deal with you guys as you are causing me to have lots of stress and worsen my heart failure condition. I will be pursuing arbitration 

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

  

  Business Response

  Date: 05/18/2023

  Hello there,

  We sent you back your factory Mustang cluster that was in the photo I provided earlier in this communication chain. That was the package you received, we did not send an empty box. I also requested a video showing your VIN and what you have installed in the vehicle before we sent it back to you, which you did not provide and waited several weeks for that to be submitted. Since you already have the factory cluster now, the time to provide a video has expired. Please send us the Digital Cluster that we sold to you and we will provide a refund. We will not accept the factory cluster as we do not sell those and have never had them in our warehouse.

• Initial Complaint

  Date:02/03/2023

  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.

  Order ***** on 12/24
  UAG 1199.95 , pd 1169.05 wmildisc
  Refunded only 418.45 on 2-1

  

  Business Response

  Date: 02/17/2023

  Greetings ****

  We understand the confusion you had originally purchased the UAG which is a 7inch system that does not feature NAV and you upgraded to the UAQ which is an 8.4 inch system with NAV which normally costs $2000.00 just for the radio alone. but we've tried to breakdown the pricing from your original purchase to the upgraded exchange for a more expensive product the offer still stands for a full refund if you send everything back, here's an email copy of our rep back in Feb 3 explaining the breakdown of pricing. The reason why the product listing that showed the UAQ was $1500.00 was due to that particular listing requiring a UAQ as a defective core return which you you do not have prior to the one we sent you. We've thought that the $1500.00 was an easier option to send you the UAQ and refund the difference from the original UAG order so that way you've paid the total of the UAQ upgrade listed bellow. 

   

  ******* *****
  03 Feb 09:00 AM ( responded in 14 hours )
  From
  ******* *************************************

  
  To
  **************************************
  Hello **** 
  
  I'm sorry we aren't explaining the math better. I'll try to break it down a little better for your below. 
  
  

  UAQ order if ordom>ered from the start.
  $2,199.95 - *****************************************************************************************************************************************************************************
  
  UAG order placed.
  $1,199.95 - ************************************************************************************************************************************************************************
  
  UAQ order placed. 
  $1,499.95 * **********************************************************************************************************************
  
  Both radio orders together, you paid.
  $2,699.90
  
  Refund would be $499.95 not taking into account taxes or discount. 
  
  When taxes and discount applied refund is $418.45
  
  Again I'm sorry if you don't agree with the math. If you wish to return the orders for a refund you can use the RMA and return label you were sent before to send the orders back to us. 

   

• Initial Complaint

  Date:02/03/2023

  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.

  On 1/16/23 I placed an order(******) to have my 8.4 inch Uconnect repaired for 649.95. I spoke with Thomas g**** over the phone to which he told me the turnaround was 7-10 business days. I’ve spoken with three different people about when my radio would ship since I was told the service was completed already but nobody seems to know why my radio is sitting in a warehouse and has not shipped. All three people I’ve spoken with have said that they would get back with me regarding the situation to which I haven’t heard from anyone. I would like some answers on what’s going on with my radio! The unit was received on 1/19/23.

  

  Business Response

  Date: 02/17/2023

  Greetings ******,

  We'd like to extend our sincere apologies for the delay experienced on the delivery of your kit due to a bad batch of screens that did not pass the Quality Control Dept. nonetheless it was finally delivered Saturday, February 11, 2023 moreover, we'd like to also offer you an extended 1year extension warranty on ****** should you consider it to be prudent. 

  Customer Answer

  Date: 02/17/2023

  
  
  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:01/30/2023

  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 third brake light camera, as well as the stereo from infotainment.com.
  After I Installed the brake light camera and used the ODB programer, my reverse camera stoped working.they said it was because the software version is not compatible. They want me to ship my stereo back to reprogram it , at my expense. And drive with no stereo in my truck until they ship it back. Or upgrade to the newer uaq stereo. On there website it states all stereos sold by infotainment will be compatible. With is a lie. As both the stereo and camera were purchased from them. It is false advertising and completely misleading information.

  

  Business Response

  Date: 02/17/2023

  Greetings ******,

  According to our notes on the order our support rep. Gregory offered you to cover the shipping and duty fees to reprogram your radio for both camera inputs, despite the fact the radio was purchased over 2 years ago and no longer under warranty. We wanted you to get both of your cameras working. We unfortunately can not replace the radio but the offer still stands to cover all of the costs to ship the radio to us and return shipping and provide programing free of charge. Would you consider it as an option? 

• Initial Complaint

  Date:11/22/2022

  Type:Billing 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.

  Yes, I talked with a salesman by the name of Jerry J******, and I told him what I would needed for my installation, that was on their website and he told me I did not need that and so he sent me a different wiring harness and so now I don't have a heater and I called the technician and he told me what I needed and sent me back to Jerry and so then Jerry argued with me and told me I was trying to piece things together and I told him no I was just trying to do the same exact thing that was on their website and then he kept arguing with me and I asked to talk to somebody else and so he got off the phone and I could hear him in the background cussing me out and then got back on the phone and told me that nobody else wanted to talk to me and then he told me he was not going to be reimbursed for the wrong part that he sent me and I asked him why and he told me that the technician doesn't have any authority to tell me that they would take the part back it was just a totally bad experience never in my life has anybody talk to me like he did and then hang up on me. Worst customer service.
  

  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/22) */
  Hello *******,
  
  I'm the Customer Support Manager,
  I sincerely apologize for your experience.
  
  You're welcome to send the incorrect HVAC module for a refund ($150 is what was paid for that part) if you'd like. I'm a little confused on why you were told that you couldn't return it for refund/reimbursement by our sales representative.
  
  From what I can tell on the order is that you were sold individual parts from a kit that is exclusively sold as a bundle. That's not something we normally do... I am not entirely familiar with the circumstances with the way this order was created, but we do want you to have a good experience.
  
  
  Consumer Response /* (2000, 7, 2022/11/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  All I wanted was the kit and your sales person would not sell it to me he told me that the video for the 4 to 7 speed kit needed to be taken down because it was wrong so he sold me the kit that was wrong and now I have no heater and I am waiting for the right parts
  I did talk to a supervisor and he made things right and I appreciate that but please do not try to make this out being my fault. All I asked for was the kit that was advertised on the Internet, and a sales person is the one that misleading to me I even called him the day I received the parts and I emailed him asking him before I tear apart my dash and install the radio because it is cold here and I didn't want to be without a heater and so he informed me that I have the right parts was turned out I do not, but I do you wanna think **************** I think his name is Mason. He is a supervisor that I talk to I appreciate your help and thank you