Public Mediation

Improper Installation of Products

J. L. vs. Car Tunes
United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Car Tunes
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"The following company has installed my equipment more than once, they have failed to correctly install equipment that i have paid thousands of dollars for. Yime and time again i have purchased new materials that the company claims i need. Literally thousands of dollars worth of materials. I have demanded a refund, that the owner refuses to give. I am well within my zones that i need to be for the car stero, subs, speakers and amplifiers. Time and time again they have told me this is an abuse issue. If it the items had been properly installed, and the zones where they need to be, this should not be happening. I have spoken to Alpine, the manufacturing company for the thousands of dollars of merchadise i hve purchased, and they themselves have proven that the way my system is hooked up is improper, and that i am well within my sound limits, therefor clarifying i am not abusing such materials. The refusal to properly install items is unacceptable! The refusal to not refund money for items that are inproperly installed is unacceptable! The refusal to do a job right is unacceptable! Wrongful doings onto a costumer who has poured so many uneccessary amounts into a company is unacceptable! I simply must request that i am fully refunded for every amount of money i have placed with this company to return the items that have been installed improperly. Had the items been installed correctly in the first place there would have been no need to continue to replae items, thus is what Alpine has confirmed. If staff is unable to perform correct operations then perhaps a staff member with the qualifications and know how should be doing the job. When confronted with the lack of proper installation, an argument should not be made. The matter should be taken care right away. There should be no running around when a costumer has spent thousands of dollars, or even as little as one dollar. I firmly insist that my money be fully refunded, as i want to return all the items that have been so improperly installed. Alpine has clairfied what my limits are, i have stayed within my limits at all times, and they have clarified that the items are not properly installed, for there is no reason as to why speakers, subs and amplifiers would pop or burn out, when installed properly. This company is obviously not qualified to install these items, or qualified to handle costumers, or qualified to do a job properly without any hassel. They have truly taken me for a run at my money, such behavior is unacceptable.

Car Tunes and Home Theater, 641 E 2nd St, Casper WY 82601 (307) 235 0902, truly is not qualified to take care of a customer."
...
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What Claimant Wants Hide
Just make me happy!
Claimant invites Car Tunes to make a fair offer.
1. Other – Physical delivery charges Oct 07, 2010 $2.00
Cash total : TBD
1. Refund: Amplifier Sep 27, 2010 $734.95
2. Refund: SWX-1243 Sep 27, 2010 $472.50
3. Refund: MRP-M1000 Sep 27, 2010 $472.50
4. Simply wasted my time, and hasseled me about everything Sep 27, 2010 $150.00
5. Simply wasted my time, and hasseled me about everything Sep 27, 2010 $150.00
6. Other – Physical delivery charges Sep 27, 2010 $2.00
Cash total : $1,981.95
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "Mr. Lusso seriously abuses his equipment, and has been unwilling to accept any responsibility for, or even acknowledge his abuse. Hooking a battery charger up to your car and playing the system at distortion levels all day "IS ABUSE" of the equipment. As I have stated in my previous comments to his accusations, we have been in business 23 years having sold and installed thousands of systems, following proper installation practices. We would not be able to stay in business if we were incompentent and treated customers the way Mr. Lusso claims to have been treated. We have been Alpine dealers for over 15 years. If we were incompenent, as he claims, we would not be able to retain Alpine or the many other quality brands we carry. They do have requirements regarding the sale and installation of their products, and while I am sure he may have spoken with Alpine and they told him if the equipment was installed properly and used within it's specifications it would not be failing, they would never deem the equipment was installed improperly, without actually seeing the install. We have never had any one customer blow up so many amps and subs, let alone in such a short period of time. We initially replaced his blown equipment and tried to explain to him that he needed to break the subs in and not to turn the gain on the amp above the level it was set at the time of installation, and not turn the volume level on the deck above a certain level, but he continued to use the equipment in a manner that it is not intended. He or others have changed wiring and connections, thinking they knew what they were doing. We redid the wiring and initially replaced the products under warranty. We did exchange his initial amp for an upgraded amp (more power), and he did purchase upgraded subs, but he blew them also. The warranty is with the manufacturer, we receive no compensation for labor or any other costs associated with warranty replacement. While he did pay for the upgraded equipment, we never charged him any additional labor for redoing the wiring that had been tampered with, removing and replacing amps and subs several times or for any shipping for the warrantied products. While the warranty is with the manufacturer, it has always been our store policy to handle the warranty for our customers, as a customer service, however we are not required to do this. Trying to educate Mr. Lusso on the proper use of the equipment and its capabilities has been a futile effort. He does not listen and has continued to abuse and blow up the equipment as quickly as it is put in. He has all of his equipment and with the exception of the two used subs he purchased (they had belonged to the installer and had been performing flawlessly in in his vehcile for three months, Mr. Lusso was aware they had no warranty) it is all under warranty. The manufacturers warranty states "You are responsible for delivery of the product to an Authorized Alpine Service Center or Alpine for repair and for payment of any initial shippings charges. Alpine will, at its option, repair or replace the product with a new or reconditioned product." Warranty does not cover "Damage caused by accident or abuse, including burned voice coils caused by over-driving the speaker (amplifier level is turned up and driven into distortion or clipping)." We have tried to give Mr. Lusso the same service we give to all of our customers, but he seems to think that he can push the equiment beyond what it is capable of doing, continuing to blow it up and that we should just continue to replace it, well we are done. He can send his eqiupment to Alpine and they can determine if they want to continue to replace the abused equipment under warranty."

This claim will remain posted until resolved.

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