Complaints

This profile includes complaints for Custom Sounds's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Custom Sounds

  7320 N Mo Pac Expy Ste 309 Austin, TX 78731

• 

  Custom Sounds

  13026 Research Blvd. Austin, TX 78750

• 

  Custom Sounds

  13662 Manchester Rd Des Peres, MO 63131-1615

• 

  Custom Sounds

  2000 N Highway 67 Florissant, MO 63033-2028

• 

  Custom Sounds

  912 Milton Rd Alton, IL 62002-3169

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:07/26/2025

  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.

  I paid a large sum of money in November of ******************************************* my girlfriends car. Approximately $1750. It was a Pioneer system that came well reviewed by the custom sounds staff, so i had it installed. The system never worked properly, and after a few months my girlfriend finally informed me of this. She was trying to be nice and not tell me it wasn't working, but it had reached a point where the situation was no longer tenable. The unit would constantly freeze, not power on, flash on an off, and other errors. W have several videos of it not working going all the way back 2024. I travel for work, and my girlfriend has a medical condition that requires her to travel for extended periods of time to seek treatment. As a result, the schedules never aligned to bring it in until April 5th. On April 5th, we brought the car in, showed the videos, and were promised by the ************** location that we could just pay the price difference between the head unit we had purchased, and the new one we would liked to have replaced it with. Fast forward to July 25th, and we finally got back to taking the unit back over to custom sounds, again on **************. Now, the manager, the same person who made the swap deal with us in the first place, was saying we would have to pay over 600 dollars to have the replacement unit installed. As it had become a safety issue, we bargained to a lower price and spent the money to have it fixed. The price ended up changing about 4 times before we settled on it. Even though we did pay to have it fixed, I feel as though I have been wronged in this situation. The custom sounds I have used in the past for their great customer service doesnt exist anymore. They seem to be more concerned with dumping bad product on to customers at exorbitant prices than they are with business ethics. Replacement of a malfunctioning product, within its warranty period, should have been handled by the business without issue. Instead. I got robbed

  Business Response

  Date: 07/29/2025

  Mr. ****. Thank you for bringing the vehicle in for inspection. We regret that you have not had a good experience. Please note, the manufacturer's policy requires the ************* be sent out for repairs. Our manager did not want you to be without a radio while repairs are being made. He offered to swap it out for an equivalent radio (since the Pioneer model was no longer in production) at no cost to you. This would have been a swap of a 7 inch touchscreen radio for another 7 inch touchscreen radio at the same original value. 

  At that time, it was brought to the manager's attention that a different radio was desired instead of an equivalent. A 10.1 inch Kenwood floating screen was selected. The manager created and presented the order, still, honoring 100% credit for the Pioneer 7 inch radio. Because the selected radio is in an entirely different style & size, there was additional charges due to the cost of a more premium radio where there original parts sold were no longer compatible. 

  This radio was selected, agreed upon and the order was signed. While we would have accommodated a "no-cost" swap with an equivalent radio, we obliged your request to upgrade and informed you of the costs in writing prior to any work being done. Unfortunately  because a no-cost swap was offered and declined, we are unable to issue a refund of $400 as requested.

  Customer Answer

  Date: 07/29/2025

  Complaint: 23659057
  
  I am rejecting this response because:

  
  The original agreement that was made on April 5th was for the exact unit and style that was chosen On the new date of service. If a promise was not made on that date, I would be more understanding, but the alterations to the deal is what stick out so painfully to me. Id be more understanding if the additional work was significant or if I was just unhappy with the product. The real part of it is that Custom Sounds provided a head unit that created an unsafe driving environment. Regardless of it it was a manufacturer defect. 

   

  Additionally, id like to discuss the treatment of my girlfriend while at the store. If possible, please reach out via telephone to discuss this further at *************. I believe that you should check the video system on last Friday. According to my girlfriend and her Mother, the treatment received was tremendously worse than anything ive personally ever experienced, but I would like it looked at and discussed regardless. 

   

  I had planned on bringing in other vehicles to be serviced here in ************* now, but I dont know if I will do that at this point. Approximately 10 years ago, custom sounds replaced an amp that you guys installed after it had blown within a year and simply stated that it was "how we take care of customers." I feel as though this is a completely different company from then to nowm 

   

  
  Regards,
  
  ****** ****

  Business Response

  Date: 07/30/2025

  Mr. ****,

  Our decision was based on your written consent as the staff did not install or charge for anything without approval. We believe multiple, fair options were offered. We apologize for the inability to further assist with your concerns.

  Customer Answer

  Date: 07/30/2025

  Complaint: 23659057
  
  I am rejecting this response because:

   

  The options were accepted under duress and threat of the total system being ripped out. As well as my girlfriend being yelled at publicly, verified by her mother who was present. As well as the behavior of your manager, being accusatory, claiming we are "bad people who want to just get things for free" despite being completely willing to pay for the upgrade cost. As well as refusing to give the box and manual to the radio to my girlfriend. Installing the wrong radio after we agreed (under duress). This needs to be investigated. The abhorrent behavior of your staff goes beyond the questionable business ethics that were employed.

   

  Additionally, the radio that was offered to be installed "for free" was a lesser value head unit than the original pioneer, so we were effectively still paying for a downgrade. So the assertion that multiple valid options were offered is a farce. 

   

  If you will not offer even a partial refund, please, at the very least, investigate the behavior of your San ***** location manager, ***, and determine if someone like that is truly who you'd like to represent your business. I imagine a very simple and not time-consuming effort would unveil what any ethical business would consider multiple fireable offenses with just the treatment that was endured last Friday. 

   

  Either way, thank you for the responses. I can see we have a difference of opinion of basic business ethics and quality of service so I dont expect a refund to be issued.

   

  Once you review the tape, I'd like an apology issued. I think you'll understand. 

  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:06/12/2025

  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.

  10/10/24 WE BROUGHT OUR ****** CAMRY TO UPGRADE THE SOUND SYSTEM. DESPITE HAVING OUR OWN, THEY SAID THE WORK WOULD NOT BE WARRANTIED BECAUSE THEY DIDNT SELL IT TO **. WE DECIDED TO GO WITH THEIR SYSTEM (BOSS RADIO) AND PAID EXTRA FOR THE BACK UP CAMERA TO BE OPERATIONAL. PICKED UP ON 10/12/24 & PAID $733.88 WE ENDED UP LEAVING IT THERE BECAUSE DURING THE TEST CALL I COULD HEAR THE PERSON BUT THEY COULDNT HEAR ME. ON 10/14/24 THE VEHICLE WAS READY, WHEN WE GOT THERE THE **** SAID THEY FORGOT TO PUT IN A MIC AND SO WE WAITED WHILE THEY FIXED THAT. 1/2/25 THE SYSTEM WOULD NOT TURN ON. WE CALLED-THEY LOOKED US UP & MADE AN APPT. FOR DROP OFF 1/2/25. THE CALL LATER THEY SAY SAID THE SYSTEM WAS FAULTY & THEY ****PED IT. PICK UP 1/3/25 & HAD TO WAIT FOR THEM TO FIX BECAUSE THE ***** HANGING OUT THE SIDE. MONTHS LATER THE SCREEN WENT VERY LOW & WE CALLED TO LET THEM KNOW ABOUT IT. THEY SET AN APPOINTMENT AND WE BROUGHT IT IN 6/10/25. THEY CALLED LATER THAT DAY TO SAY THE LED SCREEN IS FAULTY, BUT THEY HAVE NO INFORMATION ABOUT THEM EVER WORKING ON THE CAR AND WE WOULD NEED A RECEIPT. AFTER GOING BACK AND FORTH ASKING THEM TO CHECK THE SYSTEM BECAUSE WE COULDN'T JUST DISAPPEAR. THEY SAID THEY HAVE NO RECORD OF US. HE THEN SAID HE COULD SELL US A NEW SYSTEM SINCE WE CAN'T FIND THE RECEIPT TO SHOW WE WERE THERE. WE CALLED A DIFFERENT CUSTOM SOUNDS IN ************ AND THE LADY WAS ABLE TO LOOK US UP BY PHONE NUMBER, SHE COULD ONLY SAY SHE FOUND THE LAST NAME ***** AND BY PHONE NUMBER, SHE EVEN SAW THE **** OUT. WE THEN LET HER GO AS SHE COULDN'T SAY ANYTHING ELSE. WE CALLED THE ONE IN ************ AND HE STILL INSISTED HE COULD NOT FIND US AND AS SUCH NEED THE RECEIPT BUT STILL INSISTED THEY HAD GREAT UPGRADE OPTIONS.PICKED UP THE CAR THE NEXT MORNING AND FILLED OUT THE REPORT ON BBB. AS RESOLUTION- I AM ONLY REQUESTING THE FAULTY SYSTEM BE FIXED OR REPLACED OR OUR MONEY BACK TO GO SOMEWHERE AND REPLACE IT. I NEED MY HANDSFREE AND BACKUP CAMERA BACK.

  Business Response

  Date: 06/13/2025

  Thank you for bringing this to our attention. We regret you've had this experience. And thank you for coming by today and allowing us to resolve your concerns. We are glad we were able to swap the bad unit out for you. Have a great day.

  Customer Answer

  Date: 06/14/2025

  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.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:01/06/2025

  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.

  On 12/31, I went into custom sounds Boerne location to get a sub installed. Online I was quoted 350 and ended up being 500.(No big deal). About 3 hours into install I was then asked to order parts to the business in order to finish my install so therefore I did and about 30 minutes later I was then asked to cancel my order. After sitting at the location for 5 hours I finally got my car back with the sub installed. With that being said, 30 minutes later down the road my sub blew. I returned to the business on 1/2 to resolve this issue. The gentlemen waiting on me stated that the sub was not used to the power and that couldve been why it blew. Without wanting to make things right, they then offered me to buy a whole new system. I requested to get my sub replaced or my money back which were both denied by the business. After 5 hours of time wasted, highly unprofessional service, and a blown sub 30 minutes later Id like to refund or fix my system.

  Business Response

  Date: 01/06/2025

  Mr. ******* we regret to hear of your experience. We want to make sure you get taken care of. Although the amplified subwoofer enclosure was not purchased from Custom Sounds, we will be happy to swap the subwoofer out since we carry them in stock. Alternatively, if you'd prefer to have a full refund, we are also happy to do so. If you choose a full refund, please schedule a time to bring your vehicle by so that we can remove any equipment we sold for a full refund.

• Initial Complaint

  Date:12/06/2024

  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.

  On 12/19/20 at the ****************************** location I was assisted by cashier APC . I purchased 3 gift cards to be used for remote starters. I was asked the make and model of the vehicles to get the amounts of the gift cards: $******, ******, and ******. The one was a different price to make up the difference of a gift card that was purchased previously. I do believe the *** assisted with the amount of the previous gift card in order to advise on the amount of the new gift card. The first gift card was purchased I believe for a radio, bur when my daughter went they advised why they could not install. She then got another jeep and tried to use the gc for keyless entry and again was given a reason they could not install. Which means the first gc continued to carry a balance. When attempting to make an appointment for the remote starters for all three I was advised that one vehicle required an additional key because it had to stay in the the the mechanical part of the vehicle, I want to say engine, but don't quote me on that. As of recently my daughter asked if I knew the gc's had to be used in 12 months and I said of course not no one ever told me that. I asked where did she see it, but she forgot. I could never get anyone on the line at the purchase location, so I called another store to ask. He wasn't sure where it was either. I was reading the receipt and then took the gc out of the gc holder I was provided with the gc inside and saw it there. If I purchased the gc's and you put them in the holder I would think you should advise me of the policy. I did not think would have to take them out and read the back of the card. That should be made aware to a customer loud and clear! When I asked the guy on the phone so I am just out of 1k he said unfortunately yes ma'am. That is not right! I should have been made aware, I don't have money to just give away and then to spend again. I am not happy and feel this was unfair, it was NEVER mentioned to me.

  Business Response

  Date: 12/08/2024

  We are very sorry to hear of your experience. Our gift cards do not expire. I believe there may be a misunderstanding of the language on the receipts. We will be sure to better educate our staff so that this does not occur in the future. We are more than happy to refund your gift cards back to you. Please visit any store to receive a refund. We have notified the regional manager ***** **** so he is aware. 
  

  Again, we apologize for this experience. Certainly not the impression we want to make. You will be taken care of. 

• Initial Complaint

  Date:10/28/2024

  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.

  The vendor was hired to perform a basic ambient light install on a Porsche Cayman S but did not do a professional job. There are exposed wires, and any reputable shop knows that exposed wires is not considered a good ******* addition to exposed wires. I asked for the wires to be laid in the manual gearbox trim but instead they placed them in the bottom of the door. These lights are a strip and can be placed anywhere, they simply went this route to save time, but this is not what I asked or paid for.Also, after they performed this job, my previously perfect dashboard trim piece no longer closes and is being obstructed by a poorly placed/aligned light strip. The strip falling as soon as they returned the car, and the tech used a knife to pull it out with the trim piece still on.I am requesting that this job is redone professionally and in accordance with the terms I paid for.

  Business Response

  Date: 10/28/2024

  Mr. ****** we regret hearing that the install was not up to standard. We most certainly will make it right for you. The regional manager ***, will be contacting you today. He can also be reached at ************. Again we apologize for this experience and will do what we need to make it right.

• Initial Complaint

  Date:10/14/2024

  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.

  Had driver side window tinted by Custom Sounds located at ****************. The tint is bubbling and has lint stuck between the window and tint. When I took vehicle back I was told that the issue would be resolved, however, when the vehicle was taken into the shop, the tech refused to fix it and said he couldnt see any issues. I was taken into the shop area, it was Dark with no lightsI kept saying, yeah no wonder you cannot see the issuesdo you have any lights back here?! With my own phone I tried to show the tech the issues of which the front desk manager agreed in the parking lotat the end, they both now stated come back in a week if there is still bubbling and we will see about doing something as long as it is in your viewpoint otherwise the answer is no. Manager stated it is not going to be perfect and we get a 20% error rate for tint jobs.

  Business Response

  Date: 10/25/2024

  We regret that the issue was not resolved at the store. We most certainly will be more than happy to fix the problem or issue a refund. Please contact the Regional Manager *** at ************ to schedule a time at the location of your choice. 

  Customer Answer

  Date: 10/27/2024

  Better Business Bureau:
  

  I am willing to close this complaint and continue working with *** at the ************** location. 
  Note: as of 27 Oct there are two areas with bubbles, one has a piece of lint or dirt (unk) and the other is a bubble. 
  

  If the bubbles are prevalent 2 Nov (2 weeks from second attempt tint, I would like to talk about options. 

  Regards,
  Rica ****

• Initial Complaint

  Date:09/18/2024

  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.

  Date of transaction: 6/14/2024 Amount of purchase: ****** Order number: ****** Service purchased: window tinting Location: ******************************************* Service issue: I requested window tinting on a new car. When requesting a certain tint, the employee indicated that I could receive a darker tint than what I originally requested (he suggested 15% and 5%). When asking if that was within the legal limits, he ensured me it was. Three days later, I was pulled over and told that the tint was not within legal limits like I was assured. Service provider resolution: I contacted the service provider to see if they could replace, remove, or refund me for the tint, as they promised me a legal product/service but did not provide it. I was told that they are not allowed to give legal advice (although they did). The employee would not provide a refund, replacement, or removal. Overall concern: this business is convincing customers to purchase illegal tint and advising them that it is legal. They are engaging in deceptive practices, and not being held liable for them. There website also misstated tints/film percentages that are legal.

  Business Response

  Date: 10/09/2024

  Mr. ********* thank you for bringing this to our attention. We will gladly refund your money. please stop by the same location with your receipt for a refund. We appreciate your business and hope that you will think of us again in the future.

  Customer Answer

  Date: 10/09/2024

  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.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:05/10/2024

  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.

  Took my car in to get a remote start installed originally and then brought it in again yesterday (05/09/2024). After having claimed to have fixed the *** issue caused by the previous install it turned out they cut the headlights. I want a refund, payment to have the original OEM equipment installed along with any other things that were messed up in there fixed by a **** Dealership, and also reimbursement for a rental to cover the not having a car.

  Business Response

  Date: 05/10/2024

  ******************, thank you for taking our call today and making time to bring in your vehicle. As discussed in person, we've completed a diagnoses on your vehicle and found code C1963. This code references multiple items related to the vehicle's Stability Control System, which are not connected to the work done on your vehicle by our technicians. The headlights were found to be wired properly with no interference or repairs. The bulbs sockets were getting proper power but some of the bulbs had burned out and in need of replacement. Again we thank you for the opportunity to complete a diagnostic on your vehicle. Please let us know if there is anything further we can assist with.

  Customer Answer

  Date: 05/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will respond back depending on mechanic review.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/01/2024

  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.

  On 3-22 I took my 2011 ****** in for new tinting. The salesman; manager I believe, approached and showed me the options and I chose the metallic tinting and was on my way to wait for the final job. Upon waiting 2 and a half hours beyond the quoted time, the job was done and I was initially happy with the final product. They informed me the bubbles and ripples will disapate over time so long as I don't use the power windows; instructions which I followed. Eight days later the passenger windows look good, however the rear windshield, aside from remaining bubbles, the defroster grid lines have been damaged and no longer operate. I called the store 3-30 and the manager informed me on the receipt there is a disclaimer in regards to potential defroster damage for removing old tint, which they did, not only that, but there's essentially nothing else they can do about the damaged defroster grid. At no point during the entire transaction was the potential of the grid being damaged mentioned; only on the receipt after the fact. I personally never had tint work done before and never anticipated this to be an issue. "Well we live in ***** so you don't really need the defroster much" is along the lines of what he (manager) told me. If the disclaimer were mentioned before hand, in fact if any of the potential issues were mentioned before hand, I most definitely would have reconsidered my options before moving forward, but like I say before, nothing at all was mentioned till 8 days later when I noticed my defrost doesn't work anymore. Since I signed the receipt upon payment and completion, I apparently can't do anything about this situation and again, NOTHING in regards to the defroster disclaimer was mentioned nor brought to my attention till I called 8 days after.

  Business Response

  Date: 04/01/2024

  **************, thank you for taking my call. We apologize for the lack of communication from the staff. As discussed over the phone, we will be happy to have your vehicle repaired. Feel free to contact me anytime.  

  Customer Answer

  Date: 04/01/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/12/2024

  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.

  Three months ago I purchased (4) JL Audio 12 inch w3 subwoofers from the Fairview Heights location. After installation, I worked with the store manager for this location (*****). While ***** is a self proclaimed "white supremacist" I did not allow that to steer me away from doing business. However, 2 of my subwoofers are giving me a strong burning electric smell. The other 2 or not, and the TypeR alpine subs I previously had in this vehicle did not have this problem either. I recently returned to the store to speak with management about this problem. ***** tested the subs and said they are testing correctly, and suggested that I try them again. He also stated that if the problem remains, he would exchange them for $20. I re-installed the subs, and the problem remains. I then returned to the store on Sunday 03/09/2024 to be greeted by a new salesfloor person. This person told me Sunday is the managers off day, he was unaware of how this process works. I requested that he calls the manager to ask how the return/exchange process woks. Without escalading the conversation, he pretended to be offended that I would even ask him to call his manager on his off day. His response was to call the police instead of calling management. This caused me to get my attorney involved because he would rather have me arrested, trespassed or even Killed then to resolve a customer complaint. I then returned to the store on Monday 03/11/2024, and spoke with ***** once again. Upon walking into the store I was met with the most aggressive, confrontational, and disrespectful attitude I have ever experienced. Demanding to go through my vehicle, Implying something is wrong with the way the system is installed. Then insisting he doesn't have the speakers, and they would need to ordered .Speaking from a defensive posture and not interested in anything I wanted to say. He also stated that his employee has the right to call law enforcement whenever they don't want to speak with a customer. Now I have half of my subs removed from my vehicle, and no one at that location willing to work with me. Again, please run the camera footage, I was not speaking in a threatening manner, never gestured towards him, all I wanted was a resolution for my problem.

  Business Response

  Date: 03/13/2024

  Mr. ***** thank you for taking my call. As discussed, we have swapped the 2 subwoofers for you. With regard to all other claims, we have investigated and do not find any validity to them.
  
  Thank you again for allowing us to resolve this issue to your satisfaction.