Complaints

• Initial Complaint

  22/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint Against Hush City Soundproofing Inc. Regarding Soundproof Windows Transaction Details:- Dec 12, 2023: Paid a consultation fee of $367.50.- Jan 03, 2024: Paid $9,749.60 for windows and shipment.- March 1, 2024: Windows installed at my residence.What Was Promised:Hush City Soundproofing assured me that their soundproof windows would significantly reduce noise levels in my bedroom and office. The company's promotional materials and testimonials suggested substantial reduction in low and medium-frequency noises, which influenced my decision to purchase.Nature of the Dispute:After installation, I noticed no improvement in noise reduction. Together with Mr. ***** ******** from Hush City Soundproofing, we conducted sound tests at my home. The results showed less than a 1 dB difference in noise levelsfar below the advertised performance.Attempts to Resolve the Issue:Since April 2024, I've communicated with Mr. ******** to resolve this matter. He acknowledged the issue during testing and admitted the product did not meet expectations. On May 22, 2024, he offered a 25% refund, which I found insufficient given the circumstances. Unfortunately, due to personal reasons, I did not follow up immediately after his offer. In October 14, 2024, I reached out again to express my continued dissatisfaction and request a resolution, but I have not received any reply since.Advertising Concerns:I'm concerned about potentially misleading advertising. The testimonials and product information did not mention limitations in reducing certain frequencies, such as traffic noise from trucks and motorcyclesthe primary sources of disturbance for me.Requested Resolution:Given the product's failure to perform as promised and the company's lack of response, I am now requesting a full refund of $10,117.10 (consultation fee, windows, shipment). I also expect the company to remove the installed windows at their expense.

  

  Business response

  29/10/2024

  Below is the last 2 emails between the customer and myself.

  I have very little to add to this inquiry as I have provided all that I have already. All test documents and information was provided prior to the purchase of the windows and at that point it becomes a buyer decision.

  Communication between the client and myself remained good until the last email I sent on May 22 and he did not respond to until October 14.

  The client did not want to accept my 25% discount which I believe is more than reasonable for custom products and counter offered with 50% on October 14. But then decided that because I did not respond within what he feels is a reasonable time period of 8 days, is demanding 100% plus the consultation fee. This is completely unreasonable and at this point I will re offer the 25% discount on the product. I have already waived the full installation price.

  Up until this install was completed we have a 100% satisfaction rate although there are circumstances that may not allow the windows to perform equally in every circumstance. I do agree that the testing I did when I returned to his home was not what we typically like to see. However, there are many things that can contribute to this including weather conditions, time of day and the levels and types of noise compared to the initial consult.

  All product testing is performed in a controlled environment and will vary in a real world situation.

  Once again my offer stands as stated above and in the attached email dated May 22 and will remain valid for 30 days.

  
  

  Customer response

  31/10/2024

   
  Complaint: 22459753
  
  I am rejecting this response because:

  
  1. Performance Testing
  - Your testing showed only 1dB reduction at practical distances (where furniture is placed)
  - This performance represents virtually no improvement in noise reduction
  - You personally acknowledged these results are "not what we typically like to see"
  - No environmental variables can explain such a complete failure of sound reduction
  
  2. Product Failures
  - The windows, a $10,000+ investment, fail to perform their primary function
  - The gap between lab results and real-world performance indicates a fundamental product issue
  - Your testimonials claimed "Low and medium frequencies are muted" - a claim that doesn't match reality (attached the email mentioned in our communication)
  - The custom nature of windows relates to sizing, not core functionality
  
  3. Current Situation
  - The 25% refund offer significantly understates the severity of this issue
  - My delayed response to your May offer doesn't diminish the documented performance issues
  - A product failing its primary purpose represents a complete failure
  - The performance issues were acknowledged and documented during your site visit
  
  Given these documented issues and acknowledged poor performance, I am requesting a full refund. While I remain open to discussing a fair resolution, the current offer doesn't reflect the severity of the performance failure.

  I look forward to your response.

  
  Sincerely,
  
  Xiao

  

  Business response

  08/11/2024

  ********* has made a reasonable offer considering the client was provided with all documentation prior to his purchase. This is a custom product. I have already waived the install fees which I have paid out and have offered a 25% refund on a custom ordered product.

  There will be no further offers made and the client is welcome to pursue any avenues as he feels necessary.

  Customer response

  13/11/2024

   
  Complaint: 22459753
  
  I am rejecting this response because:
  
  1. It refuses to address the documented product failure (1dB reduction)
  2. It dismisses the severity of a $10,000+ non-functioning investment
  3. It ignores their own acknowledgment of poor test results
  4. It abandons good-faith negotiation despite clear evidence of product failure
  
  To be clear about my position: I am willing to accept a 50% refund as a reasonable compromise, given the documented failure of the product to perform its primary function. This represents a fair sharing of the impact between both parties.
  
  If the business maintains its current stance, I will proceed with filing complaints with Alberta Consumer Protection and other relevant authorities. However, I remain open to reaching a fair resolution through BBB's mediation to avoid that path.
  
  Please help communicate to the business my willingness to reach a reasonable settlement at 50%.
  
  Sincerely,
  
  **** ****

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