A Solid Gold Sound Complaint - DJ company wrecks your wedding
My reasons for posting are that the services that were agreed upon were not delivered on the date of my wedding, on May 12th by my dj company A Solid Gold Sound. The dj did not show up with any of the music that we had agreed upon beforehand. My attempts to resolve this problem led to my great distress and my dissatisfaction with A Solid Gold Sound. Others dissatisfaction with A Solid Gold sound can be found on the website (a news story by ABC) and another one by Inside Edition:
The company was unresponsive to the multiple phone calls and e-mails that I sent before and after the date of my event. I believe that an overall atmosphere of disorganization and a lack of customer service led to the problems that I experienced.
In my contract it says that the Operations Manager will contact me three weeks before my event to give me the name of my DJ and confirm that all details were in order. No one contacted me and at that time I took a proactive approach and called A Solid Gold Sound several times leading up to the wedding. I was told that all details were in order and that my songbook had been received. Five days (Monday) before my wedding my DJ had still not called me so I called the main office repeatedly for two days. I was told on Tuesday that my DJ’s name was Michael and he would be contacting me within 24 hours. Michael did not contact me so three days before my wedding they reassigned me another DJ. This was extremely stressful. The new DJ, Jeff, did not contact me until 10:30pm Wednesday night. At this point I found that my new DJ did not have my songbook, which carried all the information regarding choices for music as well as the order of events. In the two days remaining until my wedding Jeff insisted it was my responsibility to obtain all the information and give it to him by 5:00pm Thursday evening. I informed him that I could not gather the information and the songbook would have to be found. I called a Solid Gold Sound myself to help find the missing book but was informed that only one man, Jim, could help me. Jim did not return any messages that I had left for him throughout the week. I was put on hold on Thursday (two days before my wedding) for 20 minutes waiting to talk to him after I had been transferred to his phone line. Worrying I had been forgotten I called back and found that Jim had left for the day and no one could help me that day. The way I had been treated by A Solid Gold Sound got to me and I started crying on the phone. It was only at that point that I was transferred to a woman, Carrie, who told me the songbook was found and that my DJ would have everything for the wedding. She guaranteed there would be no further problems.
On Saturday May 12th, the day of my wedding, the DJ was not prepared. My bridal party stood in the hallway for 20 minutes waiting for him to announce us until we realized he didn’t know he was supposed to announce us and we had to write our names down on a napkin and my photographer had to give it to him.
The DJ did not bring any other style of music other than “Motown”. I am not sure what “Motown” is but the DJ was not able to accommodate any requests by the crowd for certain songs. He did not bring the music for my new husband and my First Dance, nor the music for the Father-Daughter Dance. My husband and I spent days picking music for our reception and none of those songs were brought. I had to go to my car to get a CD for the First Dance. The correct song was on the CD and the DJ promised to listen to the CD first (to himself, quietly) before calling us up and playing it. We were called up and a song started playing. It was not the right one and the DJ kept asking me if it was the right one and he restarted it twice. This left us feeling and looking very foolish in front of all our guests who were watching. As the song played it was not the right one, in fact the chorus was “ I don’t know you… but I want you soooo bad.” This was very embarrasssing and many of my guests asked me if that was really the song that I had picked out. Overall, the DJ did not play any music that was picked out and agreed upon beforehand.
The DJ brought a friend to the reception. The agreed upon dress was formal tux and the DJ’s friend showed up in a Hawaiian shirt. This was inappropriate for my formal night wedding.
Since the DJ didn’t know the order of events he made announcements without asking. Since he was wrong every time, one of my bridesmaids, my mother, or myself had to tell him no or mouth instructions to him from our table.
I was promised three bonus items in my that I did not receive.
After I got back from my honeymoon I immediately tried to get in touch with A Solid Gold Sound. Again I was told only one person, JD, could help me. I left voicemail, messages for him with his staff, and e-mail. I tried for a week before I threatened legal action and JD e-mailed me and asked me to send him a list of the problems. I asked for a refund. I waited three weeks after I sent the e-mail and I heard nothing from them. At this point I determined it was time to go forward with my bank's Credit Card Dispute since I was repeatedly being ignored by A Solid Gold Sound. I called A Solid Gold Sound to get a little information for my bank and it must have scared them because they offered me a partial refund with a promise for more after they had more time to discuss. They said they had sent me a 50% refund and I could expect to receive it in the mail in a few days as well as their follow-up phone call. I didn't receive any part of the refund and their promise of resolution was false. They passed their own deadline of my account resolution.
I called one last time three weeks later to get some more information for my bank and reached the company president John Kruer. He called me a liar on the phone and said that I was the irresponsible person and the source of all my problems at the wedding. He repeatedly talked to me in a aggresive and rude manner.
I did receive a 70% refund after all this, but it wasn't worth it. I can only hope that no other bride will have to go through what I have on their special day.
After this posting was posted I received another phone call from John Kruer, the president of a Solid Gold Sound. When I answered the phone he said "Katie, I would like to send you some money." He repeated this several time and I reminded him that he had already sent me some money and I did not want to talk to him because he had been so mean to me. Mr. Kruer stated that he realized he had failed me and many other brides for a short period of time in which he had hired an unprofessional employee, who was the source of all the problems that occurred. He said that he was calling to apologize to all the brides who had been affected by this employee. Mr. Kruer stated that this employee apparently had father issues growing up as a child that had translated into authority issues today. This employee single-handily was sabotaging all the weddings to get back at his boss, Mr. Kruer! I asked Mr. Kruer how that explained his meanness to me in previous phone calls… he said stress. I asked about his false and altered marketing that was included in my contract packet and he admitted that he has falsified marketing materials to cast his company in a better light, but only because it would take too long to truly show the great satisfaction of his customers. Mr. Kruer went on to say that he is a good Christian man who volunteers multiple hours a week at a children’s hospital and his church and that I should feel bad for him that his business has been attacked by this one sabotaging employee. He went on to say that he has never sued anybody in his life and was a man of integrity when others tried to sue him. He reminded me that A Solid Gold sound has thousand and thousands of satisfied customers and it would take 20 years for all of them to march by the front door of his office (where did he get that statistic?). But he did want to apologize in the form of a written letter and give me the rest of my money back, which I agreed to.
Just as I am about to hang up the phone on that note Mr. Kruer tells me that he has seen this posting on my3cents.com. He tells me that I need to be careful because another company with a similar name to his is very mad about my postings and they are considering suing me! (How did he find this out?) Mr. Kruer says that these postings are not hurting his company but this smaller one that is ready to go through with legal action against me. Mr. Kruer says he has my best interest at heart and is just watching out for a young girl. He also warns me that owners of consumer report websites like this one are run by convicted felons with the intent of extorting the companies that receive the bad reviews for money. He told me that my posting could land me in jail or fined an exorbitant amount of money. At this point I asked Mr. Kruer are you implying that if I don’t remove this posting on my3cents.com you will not send the remainder of the refund check that you just promised. He replied that his previous promise was not reliant on my removing the post but that it would be in my best interest. At this point I decided to end the call.
Needless to say I never received that check or any confirmation that it had been sent. I did receive a long line of threatening e-mails a couple of months later from him which I have posted in their entirety below. In it he threatens to sue me for slander but states that he is only concerned with my best interest. I’ve contacted the Cincinnati BBB and they have all this information on file and are trying to put together a case against A Solid Gold Sound. If you have similar experiences please contact them as well.
I responded once but have ignored him since because he only gets more vicious (I have not altered anything in these e-mails from their original content):
Sent: Thursday, April 10, 2008 3:48:14 PM
Subject: refund check for dj
i hope this email finds you happy and healthy. the last we spoke, we had agreed that we would send you the balance of your full refund and you in turn would agree to remove postings on the net which reflect so unfairly on our company. (20 years ago, if a customer was unhappy with a service they would tell all their friends about it. with the net, 1 customer can make a company look really bad even though the company has more than 125,000 happy customers and a 99% satisfaction rating as we do). so the posting presents a disproportionately negative image of the company. also as we discussed, your postings seem to cross a line between expressing your feelings about your experience with us (and again, we are very sorry about what happened) and into a whole other area of advocacy against our company. we are now taking an extremely aggressive approach to defending our good name on the net and we must stand up for ourselves. we are not perfect but we are also not the company that so many exaggerated claims seem to show on the net. i really do not want to go there with you. i wish you all the best, and really do regret our failures with your event. what keeps me going is that there were 130 other evnets that weekend that went great and we saved a lot of people a lot of money. i am just writing because we have not seen the check we sent you cashed and the postings are still up. did you receive our check? if not we can stop payment on it and send another for $200 (150 for the refund and 50 to buy the 2 of you a nice dinner) and we trust that you in turn will take down the postings as we discussed. please reply asap.
a solid gold sound
In a message dated 4/13/2008 7:48:12 P.M. Eastern Daylight Time, firstname.lastname@example.org writes:
I'm afraid that I never did receive the check or letter of apology that we talked about that was supposed to be sent. When last we spoke I had planned on deleting any inaccuracies or exagerations of what happened in my previous postings once I had heard from you again per our conversation. As the saying goes I considered the "ball to be in your court" and since I never did hear from you or any of your associates again, forgive my assumption but I assumed that nothing was sent or was going to be sent especially considering what happened the first time Asolidgoldsound said they had sent me a check.
Sent: 4/14/2008 9:43:56 A.M. Eastern Daylight Time
Subj: Re: refund check for dj
dear katie, thanks for your reply. please help me make sure we agree on what has been done. up to this point. we show that you have received and cashed checks for all but $150 of what you paid us and that we sent another check for 150 which you didn't receive (not surprising, we have had many checks come back from customers as undeliverable for one reason or another). what i am offering you is to resend that 150 check (please return the other if it ever shows up) but add another 50 to it to pay for a nice dinner on me. but i am also asking that your postings be removed because they are not fair to our company. we please way too many people for the world to think we please no one. there is a growing trend out there where companies are taking very aggressive legal action against customers who post complaints on the net...because the net is so powerful. the logic is: if you are unhappy, tell all your friends! but when you tell the whole world, that is a different matter....and even when the customer feels they are right and truthful, they are spending large sums on legal fees to prove that they have the right to "tell the whole world". there are other people involved with this company that want to take a very aggressive approach thru the courts to make sure we are represented fairly on the net...and the net makes that difficult because 1 complaint doesn't show the true picture of our vast vast majority of our happy customers. i have never sued anyone in my life...but the postings are very harmful and i've promised these people that they would be taken down. i'm just trying to do the right thing here and avoid trouble for everyone, and i again apologize for the ways in which we failed you. i wish you nothing but the best!!!!!!!!!!!!!!!!!
PLease reply re Fwd: refund check for dj
Wednesday, April 16, 2008 2:44:21 PM
i havent heard back from you re the email below that i sent you a few days ago. please reply so we can resolve this together.
please let me know re your wedding"Asolidgoldsound@aol.com"
Thursday, April 17, 2008 10:46:21 AM
I really need to hear back from you re the email I've now sent twice. I am sure you are very busy but I am needing to bring this to a friendly resolution or else I am going to be taken out of the picture and replaced with people who want to vigorously pursue this legally. Please help me to avoid that!!! But I cant wait any longer on this. I have been given a deadline. I am very sorry about this but I have to know now. Please reply.
ps...I really hope you can see your way thru to resolving this with me. I want to make it right as best I can.
urgent please contact me to avoid legal proceedings"Asolidgoldsound@aol.com"
Wednesday, April 23, 2008 2:35:39 PM
this is my last attempt to resolve issues between us. i want to send you a refund but i need you to agree to remove a negative posting on the net. i am trying my best to work it out with you but i'm not hearing back from you. please contact me. if i do not hear from you by Monday 4/28/08 at 5pm est, i will be forced to start legal proceedings. i do not want to do this but we are hearing from customers that they are not booking with us because of things you said that our attorney says cross the line. again let's not go there but if we have we have to. please help me avoid this! you can email back or call me at 859-653-5102. this is absolutely my last attempt before filing suit and it will not be a small claims suit.
i'm sorry but i am trying here
a solid gold sound
Sent: 4/23/2008 2:39:44 P.M. Eastern Daylight Time
Subj: Fwd: urgent please contact me to avoid legal proceedings
just sending this again in case your spam blocker catches my first attempts. katie, if you force me to file this case, it's going to get very expensive but we intend to demonstate in an offical way that we intend to protect our TRUE reputation.
thanks, call me
a solid gold sound