ComplaintsforHI - FI PLUS

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've gotten a ********* sterio taken out of my *** ****** ******, on November the 4th from the company stated above, in which I never gotten back the part that was install, at the time of installation, ********* adapter cost $545.00 PLUS TAX, I also asking about a broken ** antenna connector that was broken thought uninstallation in which I ask *** *** *** **, was told to call back and told not to call back their will contact me, which their never did, just for my MONEY for the ********* adapter $545.00 plus tax 615.85, I have gotten the damaged that was done fix ..just asking for the money for the part in which I never sow thank you.

  Business response

  28/12/2023

  ******radio was removed for customer and a new antenna end was ordered for him this is true,,,,,i have the antenna end here and his part which was left on workbench when we removed radio and wiring harnesses from the truck,,,,adaptor was to be returned upon antenna fix appointment.(adaptor can only be used for the radio he brought originally which he wanted removed because he was having issues with the company he bought it from)...anyway.i tried calling twice to set up a day to replace antenna end with no answer,,,,so i waited for contact from customer that never came then i got this letter ...sooooo,,,, i have a **** adaptor that belongs to the customer and the antenna end to fix his reception issue but he never tried phoning here at all to resolve anything so he states in his complaint *** **** ******** ** *** *** ** *******....these parts are his anytime he wants,,

  Customer response

  07/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I am writing in response to the recent reply from HI-FI Plus to my Better Business Bureau complaint. While I appreciate their acknowledgment of possessing my **** adapter and the antenna end, several points in their response require clarification and/or correction.
  • HI-FI Plus claims to have called me twice without a response. However, on November 27th, when I contacted them, I was explicitly instructed not to call back and was assured of being contacted for a resolution. No such call was received. This complaint to the BBB is indeed my first communication with them since the original service.
  •
  • I have thoroughly checked my cell phone's call logs. There are no missed calls or any communication attempts from HI-FI Plus or any associated numbers.
  •
  • If HI-FI Plus had genuinely attempted to reach me, a voicemail or text message could have been left as a standard professional practice, especially considering the nature of the issue. None were received.
  •
  • Their response states they were “waiting for contact” from me, which contradicts their initial directive for me not to call back. This conflicting communication has only added to the confusion and delay in resolving this matter.
  •
  • We had initially discussed setting up an appointment for Tuesday, November 28th, which was declined by HI-FI Plus. Subsequently, there was no communication from their end for over three weeks, forcing me to file this complaint.
  •
  • Due to the inconvenience of traveling to HI-FI Plus *** * ****** ******* ** *********, I request that the **** adapter, the antenna clip for ** radio, and any other relevant parts, along with their receipts and original place of purchase, be mailed to my home address. This would be a more practical resolution for me.
  •
  • The initial claim by HI-FI Plus that the antenna issue was a "loose wire" was misleading, as I later discovered in my own investigation that it was entirely broken. ************* ***** **** ***** ******* ** ** ***** *** ********* ** ** ********* ** ** ****** ** ** ** **** ** ********
  • .
  • I intend to take the returned parts to a *** Dealership for repairs. I seek a straightforward resolution: either the mailing of the adapter, antenna clip, and related parts to my address or a refund of $549.00 plus applicable tax. ** *** ** ****** ** ** **** ***** ** **** ********** ******* *****
  I have endeavored to resolve this matter amicably and professionally. However, the lack of ************ ********* *** clear communication from HI-FI Plus has led to unnecessary complications. I trust that the Better Business Bureau will assist in reaching a fair and timely resolution.
  Thank you for your attention to this matter.

  
  Sincerely,
  
  ******** ****** 

  Business response

  18/01/2024

  hi fi plus never at any time told this customer or any other customer ** ** ** ***** ** ******** to not phone the store,that makes no sense at all

  customer was told there was a loose connection at antenna and we will order new ***** connector to fix that issue(agreed and part is here)still

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

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

  anyway,,i have his parts here,,,there was no issue or inconenience to bring truck for radio install so,,,,,** *** **** ******** ** * **** **** ** * **** * ***** **** ** *** ******* *** ******* ****** ********* **** ** * ************ **************

   

   

   

  Customer response

  28/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  To Whom It May Concern,

  I am writing once again in response to the latest communication from HI-FI Plus concerning my complaint filed with your organization. While I appreciate the continued attention to this matter, I must clarify and reiterate my position based on the recent response from the business.
  Firstly, I have diligently checked the call records on my phone for the entire year of 2023 and according to these records, I have not received any calls from HI-FI Plus. If the business attempted to contact me and dialed an incorrect number, I cannot be held responsible for this oversight. This lack of direct communication from their end validates my claim that there has been no attempt from HI-FI Plus to resolve the issue directly with me.
  As previously stated, returning to HI-FI Plus is not a viable option for me due to the inconvenience and distance involved combined with my current work schedule. Therefore, I firmly request that the **** adapter, antenna clip for ** radio, and any other relevant parts be mailed to my home address. This solution would be the most efficient and least disruptive way to resolve this matter.
  In the event that mailing these parts is not feasible for HI-FI Plus, I would like to discuss alternative forms of compensation. This could include a full refund of the amount paid ($549.00 plus Ontario tax) for the parts and services that have been a source of significant inconvenience and dissatisfaction.
  I have made every effort to resolve this situation amicably and have provided ample opportunity for HI-FI Plus to rectify the issue. However, the lack of direct communication and resolution from their side has been disappointing. I trust that the Better Business Bureau will continue to assist in facilitating a fair and timely resolution to this ongoing issue.
  Thank you once again for your attention to this matter. Please do not hesitate to contact me for any further information or clarification needed.
  
  Sincerely,
  
  ******** ******

*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. ↩