Complaints

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:10/26/2023

  Type:Customer Service 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 09/27/23, I financed a Kareoke System with Lightyear Music through a third party vendor. On. 09/27/23, ****, from Lightyear Music called offering a song package for a certain amount. After conversing about a song package, he then informed me several items advertised in the system's pack, contained discontinued items. He offered substitutions of different. Items. After several conversations via phone & email regarding the system, I asked him to speak with my husband about the system. After Lightyear's staff, ****, spoke with my husband, who is a DJ, my husband was hesitant to proceed with obtaining this system for that amount with items whose brands he was not familiar with, nor had heard of, it was decided to cancel the order. **** was contacted via email informing to cancel the order on 10/03, 10/9, & 10/11. **** responded on 10/12 stating the process had began, but it was a lot of red tape to go through but was inwas in the process. I thanked him for esponding but stressed that I wished to cancel the order. Meanwhile, I'm receiving text & emails stating upcoming payment for the system. I contacted him again via email on 10/12, 10/19 & 10/14. He responded stating he had done everything on his end that needed to be done. I spoke with the third party company on today, 10/26 who stated they had not received any word from Lightyear to cancel the order. He stated it takes about 5 days for the process to go through. He asked if I had confirmation from Lightyear that the order was canceled. I informed him only an email. I emailed **** with Lightyear Music again this day, asking for conformation that the order was indeed canceled. No word yet.

  

  Business Response

  Date: 11/01/2023

  We have done everything to work with the customer offering free upgrades. We then canceled the order but we can not control the third party lender and their processes. I have tried to reach out and was under the impression that this was taken care of. We have no ability to see any of the processes of the 3rd party lender but have tried several times to see why they would be showing a balance to this customer. We have explained this to the customer and she has continued to believe that we have the ability to control the 3rd party lender. We have reached out to our website host in assistance with this matter and we are working on a resolution to get this matter taken care of to see if there is anything we can do on our part. 

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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 WAS TOLD THAT THEY WOULD WALK ME THRU THE ENTIRE PROCESS OF SET UP AND USE. I SPENT OVER 3100$ PAID IN FULL PRIOR TO SHIPPING. NO INSTRUCTIONS WAS INCLUDED WITH LAP TOP PROGRAMMING. WHEN I CALLED I TOLD BY SOME ONE IN BROKEN ENGLISH THAT HE DIE NOT TEACH PEOPLE HOW TO OPERATE A LAP TOP. I KNOW HOW TO OPERATE A LAPTOP. I DID AND STILL DONT KNOW HOW, HAVE BEEN TO SEVERAL PEOPLE THOUGHT THEY COULD FIGURE IT OUT, THEY COULD NOT, THEREFORE I HAVE A VERY EXPENSIVE PIECE OF EQUIPMENT THAT I CANNOT USE, AND VOW NEVER TO DO BUSINESS ON LINE...EVER AGAIN. I MIGHT ADD , I DID NOT HAVE ANY SAY SO ON WHAT SONGS I WOULD LIKE TO HAVE PROGRAMMED. I HAD NEVER HEARD OF ANY OF THE SONGS WHAT FEW I COULD BRING OUT.THANKS FOR NOTHING!!!

  

  Business Response

  Date: 03/17/2023

   When *** ***** called, we spent much time explaining the system to him. After speaking with him, we tried to move him into a simpler solution, like a Cavs player.(it requires a number only to play a karaoke song)
  A Cavs player is much easier to use Because we felt strongly that the Laptop would be difficult for *** ***** But he insisted that he knew how to operate a laptop. So we agreed to sell him the laptop.
  He called us immediately, wanting to talk to a technician ASAP. We usually ask to set up an appointment or be patient and wait for a callback. We always help our customers on the same day, and we also try to take their calls as they come in.
  In my experience, compared to calling larger companies, our service is very speedy in assisting our customers.
  But Mr. ***** had little patience and was rude to everyone he talked to. 
  We have a very patient Latino technician. He speaks very good English, but he has a little bit of an accent. I have never had any complaints from other customers in the past.
  Mr ***** said he couldn't understand our Latino technician. But the truth is he wouldn't have understood any technician because he didn't understand basic computer lingo. 
  By the way, we also have other technicians who have no accents. 
  The more significant issue is Mr. ***** has almost no knowledge of how to use a computer. We do not have the time to teach customers the very basics of how to use their computers. 
  If we did that we would not have time to help all of our customers. That's why we try to evaluate our customers when they call in and ask for help. We tell everyone you need a basic knowledge of a computer to purchase a laptop from us.
  Mr. *****  Knowledge was so limited when he first called he didn't even know how to close out the window of the program. We had to explain where the X was and how to move over a close the window.
  He had opened up the program multiple times. If you open our karaoke software twice, you will lose the audio of the songs. 
  His other complaint was there is no manual. The manual is in the Software, and it shows all the different options.
  Also, we have made several Videos that we require our customers to watch the videos before calling us, and MR. ***** did not watch 1 video. I believe he didn't watch them because he didn't know how to click on the links to view the videos. We also provide Teamviewer so we can go into your computer from our location and help you with basic options. But once again, Mr. ***** did not even know how to put his laptop online. 
  So he asked his wife to get it online for him. So then we went in and showed step-by-step how to use it. But he would forget and call back and call, and we had spent well over 2 hours with him and was just not retaining it.
  We offered to swap the laptop out him out with a simpler solution, a karaoke player, and he didn't respond to us.
     His next complaint was the music we provided him, and he decided on a Spiritual pack. In his complaint, he states that he doesn't know any of the songs. My ***** preapproved the song package. We sent him an email with all the song packages, and he chose the spiritual package. We also gave him 1300 popular free karaoke songs.  Mr. ***** got everything he asked for and more. Also, note he never asked to return or exchange it. We have recommended swapping out the laptop. Our number 1 goal is to make everyone happy. After 32 years of owning this store, I have figured out you will never make everyone happy no matter how hard we try.