Complaints

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• Initial Complaint

  Date:06/15/2022

  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.

  This situation started more than a year ago when the bike was brought to this shop for speakers and to get the audio on my bike, They did the original work and it was still not as it should have been therefore I reached out to ****** Audio themselves which told me what was needed so I called them back and over the past several months made payments to this company so that the job could be completed. The girl Janice Maramaldi that is in the office is the most unhelpful person I have ever had to deal with they did not want to do payments but I did not have any other options since I did not have all the money at once. They did ultimately accept the payments, at the same time we repeatedly asked her for the original speakers (Hertz speakers valued at $800) was never returned to me and was told they had to locate them, we explained that we live more than an hour away and was advised it would only take a couple hours to complete that bike had to be there by 9:00 AM on 06/14 which it was, We were there for the entire day and I was getting frustrated and repeatedly asked to speak with the tech if there was an issue and was told no you can talk to him when it was done not before, every time I asked it was another reason it was not completed, finally at 4:45 PM I was given my bike back after again loosing my cool with both Janice and the owner Justin. Neither wanted to assist me. I paid the bill and was told to leave the property, I went 40 minutes away and checked the radio for the first time and I does not work at all, I call them immediately and are advised by Janice I have two options either drop the bike off and have someone else come get it and they will again repair it so that radio actually works or bring in bike and they will take everything out they did and leave me with nothing since they do not and still cannot give me the original stuff they took out of my bike. Now I have Zero radio working and there are no repair facilities that do these radios

  Business Response

  Date: 06/27/2022

  Grettings:
  
  September 11, 2021 he purchased a set of Ground Zero 6.5’s from us and we installed them. 
  We keep a standard practice of returning the customers old product, unless otherwise arranged. This customer never mentioned any missing speakers until the day of his appointment, as he was screaming at me, accusing us of stealing them.
  
  January 17, 2022, he called and wanted a quote to replace the speakers in his bike once again, asked us to bridge his amp and wanted to get a processor. 
  From the minute I sent him the Invoice he was argumentative. 
  He started arguing with me about the cost of the Invoice, also questioning why I sent him an Invoice instead of an “Estimate” ??
  He said we were demanding payment from him! I explained to him that I simply sent him the information he asked me to send him. 
  
  He started complaining that he owns his own business and he didn’t have money coming out of his $%#*%. Swearing at me.
  I explained to him again, that we gave the info he asked us for, as well as explaining we also gave him a discount for the speakers we were taking out that were once again blown probably due to abuse, as we just installed them in September. 
  
  He called on March 16, 2022 and even though I explained our policy of 50% deposit, again, he demanded that he only pay for one piece/the processor on his invoice. I told him that was fine, and he could pay it down and schedule the install when he was ready.
  He was so rude every single time he called, I smiled through ALL of these conversations with him AND his wife as we pride ourselves on customer service.
  
  On March 22, 2022 his wife called to pay for another piece/the speakers on his invoice. She was also rude. 
  His wife called again after the payment was made to schedule his appointment. She asked how long the install will take, I explained the policy we have here is a 9 AM drop off, and as soon as everything is done, we call the customer. 
  She didn’t like that answer and questioned me again about how long it would take. 
  Again, I explained to her that she was welcome to wait in the area somewhere, or we have chairs outside. We have a very small show room and we are still not allowing people to come in and stay for long periods of time because of Covid. Customers are very understanding about this policy.
  We really don’t have a waiting area per se. 
  
  June 6, 2022 ***** called and paid another $200 on his invoice which left a balance of $176, at that point he asked how long the install would take. 
  I explained to him, once again the same thing I explained to his wife. 
  He said he lives two hours away, I explained to him that we have many customers that live a good distance away and they manage and I apologized for the inconvenience that we couldn’t have a waiting area for him. I also told him there is a Dunkin Donuts right across the street.
  We are aware he does not live two hours away.
  
  The day of the appointment June 14 2022, even though I explained to both of them what the policy was as far as waiting for the vehicle, he still sat in the show room all morning long. 
  He was clearly agitated and sat right in front of my desk, making me very uncomfortable not only because he was like a twisted ticking time bomb, but I am not comfortable with people sitting right on top of me for long periods of time.
  
  His wife ended up coming to pick him up and they went to lunch. 
  Why she just didn’t come in the morning with him I have no idea. 
  He could have left with her and come back when we called him. 
  They came back after lunch and both came in the show room to ask more questions, pelting me why the install was taking so long, very argumentative. 
  ***** asked if he could talk to the tech as the owner Justin was not present for these conversations.
  
  I explained to him that they were in the middle of installs and trying to get everything done, but as soon as his bike was ready, he could spend all the time he wanted talking to him and asking him questions. I explained this to him several times.
  All through the install, we were unaware that he was calling the manufacturer of the products we were installing, harassing that companies owner about the labor and why it was taking so long. 
  We found this out at the end of the day when the Owner of ****** let us know ***** reached out to him several times, instead of us, to reconcile this issue.
  
  The labor time was pretty much aligned with what we charged on the invoice. We have a drop off of 9 AM and then we triage all the vehicles. We started working on his bike approximately 1030 AM. He was complete at 4:30. We NEVER tell our customers we will get right on it @ 9AM – we simply request a 9AM drop off.
  
  When the bike was done I called the customer, as he was walking around the building while he was waiting. 
  Instead of coming through the front door of the office like all customers do, he barged right into the back door and started harassing the tech, very rudely. I tried to interject and asked him to exit the bay because we don’t allow customers in the back, asked him to go out front to the office and we would bring the bike out for him. He ignored me and kept pelting the tech. He started arguing with him saying he was waiting all fucking day to talk to him. (In those exact words!)
  Kept asking the tech how to manipulate processor that we’ve just tuned, and the tech explained to him that it’s already been tuned to spec and then he will void warranty if he goes in and plays with it. 
  I asked him again to please exit the bay and come around front. 
  He started swearing again, at this point the tech told him he would not put up with this behavior and treatment. The customer finally left the bay. 
  
  He came into the office, and immediately started the same language and behavior toward me. 
  I asked him to calm down, and take a deep breath. He then went on to accuse us of stealing speakers that he had in his bike that we have no record of, then I told him that he needed to take a deep breath or he had to leave the office.
  I explained to him again that our practice is to return customers products to them unless otherwise discussed.
  This is the first time we heard him speak about any missing speakers and why wouldn’t he mention any of the times he called us to book this job? 
  If we stole these speakers from him, as he is accusing us of doing, why then would he even be booking another job with us?
  Why not just request these speakers back immediately and not come back here?
  When I asked him this, he just started swearing all over again.
  
  We finally settled his invoice and he threatened us with a bad review online, and said I was the first thing he would mention because I have been so rude to him. 
  Seriously? I had been his punching bag the entire time, which was a lengthy process.
  
  We never should have entered into an INV agreement with him, and this is a learning experience for us for sure.
  An hour later his wife called, she patched him in on the phone call and they informed us the radio was not working. The radio was working when he left the shop because we tested it and we heard him turn the bike on and drive off with the radio on. 
  He claims that he never turned the radio on until he got to The Harley dealer an hour away from us. That is an outright lie, as we heard the radio on when he started up the bike and drove off the lot. 
  I have a very hard time believing that a biker with a new system didn’t listen to the sound for an hour?
  I asked him if he messed with the Settings in the processor and he started to yell again. 
  I told him at that point that he had two choices:
  That he could bring the bike back and we would reset it and get it working again, and that we would be able to see the settings and if they were changed.
                OR
  He could bring the bike back and since he is just not happy with anything we are doing, we would gladly refund his money and reset the bike to what it was when we got it initially. BUT, I did inform him and his wife, that he was not welcome to enter the building, that he was to drop the bike at the bay door and we would call him as soon as the work was complete, regardless of which option he chose. 
  At this point, none of us wanted to be alone with him and the owner re-adjusted his family schedule to come back and take care of him so one of could stay here in order to take care of him, with either choice but he declined either offer by hanging up in my face after threating me.
  
  This has been the most insane and confusing situation with a customer I have ever experienced. Most of my life, I have been in service positions.
  Since he left on June 14, 2022 he has called the manufacturer over and over to complain about us, but we have not heard from him at all. 
  
  When we gave him the options, he said he found that “interesting” for me to say this…. I don’t understand what that meant and I did not ask.
  
  -I found it “interesting” that he said I was so rude to him when I did nothing but offer them refreshments, when they both were here & they used the bathroom while they were here as well, more than once. 
  Even though he had been informed of our policy of sitting to wait in the office, he still sat in the office for most of the morning right in front of my desk.
  If I was so rude to him, why would he sit in the office right in front of my desk for hours??

  Customer Answer

  Date: 06/27/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  There has been Zero compensation from day 1 of this experience, This location was chosen because it was highly recommended that Justin knows Stereo's, ***** did not sit in the waiting room all day in front of Janice, he was sitting in the chairs outside, His wife did show up around 10:00 AM and did meet him at the Dunkin's across the street located within the gas station, the reason that both he and his wife would go back and forth in the office was to use the restroom as the restroom at the gas station/Dunkin donuts was unavailable. We can show through the Dunkins app on his wife's phone that orders were placed, Also Dunkin Donuts was off line for while, We can also show that we were at the Cabinet store up the street reviewing for cabinets as well as had lunch at the seafood place up the street as well therefore the statement of ***** being in her office the entire day is incorrect because we can prove through debit card purchases and written quotes for cabinets that it is incorrect. We have asked about the missing speakers and new that we were going back for a speaker upgrade and figured they would be returned at that point at which time they were not and when his wife asked Janice in a phone call about the missing speakers she responded that she is not the only female that Justins girlfriend sometimes answers the phones as well so Janice deflected the blame of the missing speakers, The reason that ***** was talking to Larry who is the owner of Cascadia is because he was the ones that made the recommendation of what to get in order to get better sound. The reason the radio was not turned on when he was riding home was due to his wife had left around 3:15 PM to head back home which is little over an hour away from the shop and his helmet has a headset so that he could speak with his wife on the way home so that she knew where he was and that he was headed back home. The first set of speakers put in the bike as done by Justin himself and ***** had no issues with Justin and both he and his wife were in the back bay that day as the big door was open at the time. We ourselves were able to take the front Ferring and shield off the bike and trace the wires and discovered that although there are 8 inputs to plug in the speakers and these were plugged into where the bag speakers would have gone but there are no bag speakers therefore they were plugged into the wrong inputs which is what was causing there to be no sound. ******* wife would call in some of the payments to Janice as she did seem to be very short with ***** but was not displaying that when she interacted with his wife. There was no conversations between Janice and ****** wife the entire time that she was with ***** and she was up there from about 10:00 AM - 3:15 PM (***** was not in the showroom except to use the restroom that entire block of time, and to advise that was leaving the property incase they were looking for him) in none of the times (Twice) that his wife entered to use the restroom did anything get offered in the form of refreshments. 

  The only interaction that Janice had with ****** wife was when ***** asked for the boxes and she went and retrieved them his wife took them and placed them in her car. 

  There should be some compensation for the miscommunication between Janice and ***** and the fact that the original speakers were 'misplaced' although they were asked for and she again deflected by stating she is not the only femail Justins girlfriend also assists in answering the phones. Right now the speaks since they took it upon themselves to trace the wires are working and displaying sounds. 

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

  Business Response

  Date: 06/28/2022

  Greetings:                                                                                                     June 28, 2022
  
  We know the system was working for many reasons, one of them being we called the customer to ask him to dis-connect his phone from the Bluetooth as he was pacing around the back of the lot on his phone. 
  The phone kept interrupting our tuning as it kept connecting to the system.
  
  We immediately offered to stay open late, detaining 2 employees to troubleshoot the issue he claimed to have as we are customer service driven. 
  
  This is not unexpected from this customer, as we spoke to the manufacturer, we were informed that this was the 6th  set of speakers he has had installed.
  He had apparently blown all of them.
  
  We will not keep going back and forth about this issue, as we have already offered twice that we would refund the customers money and put the bike back to how it was when the customer arrived on June 14th.
  
  
  Sincerely,
  
  Infocus Mobile Audio