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Enriched Mobile Electronics complaints

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1675 Piner Road Suite B
Santa Rosa , CA 95403 | Get Directions

(707) 528-3351

http://www.enrichedmobileelect...

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Total Amount in Dispute:
$500.00

Total Amount Settled:
$0.00

Complaint Experience

0%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

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Complaint Closing Statistics

1 complaints against Enriched Mobile Electronics closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
0 Making a partial refund
0 Agreed to make an adjustment
1 Refusing to make an adjustment
0 Refuse to adjust, relying on terms of agreement
0 Unanswered

1 complaints against Enriched Mobile Electronics

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12/5/2021

RESPONSE: Refusing to make an adjustment Amount in Dispute: $500.00 Amount Settled: $0.00

Customer Complaint

11/15/2021

I made an appointment 2 weeks in advance for 9am on Wednesday(11/10/21). I needed a back up camera installed on a head unit I already installed myself. I also had a speaker system that I asked if they could do and they said yes. I brought my car in with all the materials I had that they needed at 9am. I talked to Mark who I asked how long it would be and he said about 5 hours. 1:30-2 hours for the backup camera and about 3 hours for the speakers. Their hourly rate is $135 an hour. I called them at 12:35pm that same afternoon to check in at the 4 hour mark of my car being there. Ben stated "we haven't even looked at the car yet." "We will give you a call when it's done" so I said "okay" and I waited the rest of the day for a phone call until I realized the shop closed at 4:30pm and I hadn't heard anything. I got there and Mark was closing up and said "I thought Ben called you" I was very upset and distraught that I wasn't gonna have my car and that I wasn't notified. Mark assured me he'd call me first thing in the morning. I ended up having to call him first at 10:45 am the next day. Just for him to say he'd call me at 12pm. Which he did to inform me about wires they needed to use which I agreed to, but he stated they would only be able to do the back up camera wiring and not the speakers. Which I said was okay. I called again at 2pm asking when my car was ready. He said 30 min. I was charged $833 for 6 hours for a back up camera install. I have more details. Character limit. Resolution Sought Reimburse me $500 of the $833. 10:45am -2pm is 4 hours not 6 hours that I was charged for. Not to mention I missed work because I wasn't notified I wouldn't have a vehicle.

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Company Response

11/22/2021

This specific customer came in with an estimate of 4 hours at 135 for $540 to install his aftermarket off brand Android stereo. The vehicle came in with the factory radio removed and the aftermarket radio attempted to be installed but not working. We corrected the installation to the radio and ran all of the wires provided by the customer at the estimated 5.5 hours. The problem came in when the wire provided did not work for the camera, after spending time diagnosing and identifying the problem we called the customer and let him know what the problem was. State to him that to have the camera work correctly we would have to remove the wire he provided and install a wire from our stock, work that he approved over the phone. This increased his labor time to 6 Hours at 135 for $810 plus a wire we needed to replace at $22. We were more than fair given that we worked with faulty equipment the customer provided and we resolved the issue in a timely manner of additional 2 hours to create a satisfactory solution. the additional time was strictly used to remove faulty equipment provided by customer and replace with working equipment. if he seeks a reimbursement I would suggest to call the manufacturer of the faulty equipment.

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Customer Rebuttal

11/23/2021

The initial statement is false I had already installed the aftermarket android head unit myself and needed simply a back up camera installed. The head unit was fully functional, I don't understand where this "attempted to be installed but not working" statement is coming from I had all my features working on the headunit . I was quoted by Mark for the back up camera a 1:30-2 hour for that and if time was allowed an additional 3 hours for the speaker system I had brought also. Time did not allow for the speakers which Mark informed me about due to your many other deadlines your business had. You also don't address the poor customer service of keeping my car for over 24 hours without any notification before your business closed. I've called many other local radio install places and I have come to the conclusion that a simple back up camera install does not cost $833. I had already installed the aftermarket headunit and only needed the backup camera installed and wired. I don't understand how it can take over 24 hours, with an already set appointment 2 weeks in advance. I will be notifying local business bureau and city hall so no one else gets scammed.

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