Complete Music disc jockey service, Austin, TX - music requested in advance not played during wedding reception

# 5 for July 2, 2003

Complaints.com received the following on July 1, 2003:

From:

RE: Complete Music disc jockey service, Austin, TX - music requested in advance not played during wedding reception

I recently got married. Unfortunately we chose COMPLETE MUSIC in Austin Texas to serve as DJ for our wedding. I noticed early on that my wife complained about the DJ we were assigned, Anthony, who she said was unresponsive. My wife would have to chase him to answer calls and at several times, had to call the manager Scott, with no better results.

The DJ promised to send music to us so that we could make a final determination on what to play at our wedding. He then told us this music was sent via Fed-Ex. When we got nothing after 5 days, we called again and were told that Fed-Ex had returned the package since he did not include our apartment number. I did not believe this as I deal with Fed-Ex on a continual basis and constantly receive packages at my home with no apartment number listed on them.

Additionally, we live in a VERY small building (3 Mailboxes) and have our name prominently posted on our mailbox. We were then told that Anthony would again Fed-Ex the music and would include the original returned envelope from Fed-Ex to show us he was telling the truth. When the music finally did arrive, the original envelope was not included. Do to this and other delays on behalf of COMPLETE MUSIC, we were forced to do the final planning of the music less than a week before our wedding.

None the less, we forwarded a list of 55 songs that we wanted to be played at our wedding and thought we would have a very enjoyable evening. Unfortunately, this did not happen. COMPLETE MUSIC in Austin played the wrong song for our first dance, and then played only 4 of the 55 songs which we requested. People did not dance at our wedding and later told us it was because the music the DJ played was terrible. Obviously, my wife was quite upset by this. Additionally, before the wedding, when we asked how Anthony was going to manage playing all our music, he told us he was going to burn several CD's and would give them to us when our wedding was over. Being consistent in his poor performance, we never got the CD's which he promised. When I called COMPLETE MUSIC to discuss these events and reminded them of their 100% satisfaction guarantee, I was told that the manager, Scott, would have to discuss this with the owner, even though the title on his business card is "owner", but that he was willing to refund $150 of the $595 we paid. I suggested a $300 refund would be more appropriate.

When Eric of COMPLETE MUSIC returned my call, he told me that he could not get "authorization" to refund half the amount and that an amount would have to be negotiated which was acceptable to both parties. I then asked for the owners name and number and after a few stutters, was told that the owner whom he had to get "authorization" from was actually his wife Becca and that this was a joint decision. At this point, his previous comment smacked of "good guy, bad guy" and I felt that trust was completely eroded. He believed that "splitting the difference" and refunding $225 would be fair.

He also said that the policy of COMPLETE MUSIC and their 100% satisfaction guarantee was only in effect if a complaint was called in to the company the night of the event. In other words, at 11PM on my wedding night, I was supposed to have called COMPLETE MUSIC in Austin to have their "guarantee" in effect. I find it amazing that COMPLETE MUSIC in Austin, would rather save $75 and have an unhappy customer, than vice versa. I was also amazed by the lack of responsiveness, lies to cover this poor performance, "good guy, bad guy" negotiating style when dealing with a customer who they wronged, and in being told that their 100%satisfaction guarantee only applied if I had called on my wedding night. Having had my fill of the COMPLETE MUSIC operation in Austin Texas, I called their "headquarters" operation. Eric Maas, told me that "He would like to get this resolved as soon as possible so that I could forget about it." He had already contacted the Owner in Austin, Scott, and that Scott would have the final determination in what refund would be given to me. Scott then wrote to me on June 9th, and said; "Terry, We are currently conducting an internal inquiry about your issues. Based on the severity of these claims it will take some time to resolve. Once the final pieces of information are gathered I will contact you and talk with you about our determination. If you have any questions please contact me via email or phone at any time. Sincerely, Scott Valley" Well, the "Internal Inquiry" is apparently still ongoing and it is now July 1st and I still have yet to hear from Scott, who gets to make the final determination of what refund I should get. I certainly WOULD NOT recommend COMPLETE MUSIC for anyone getting married or holding an event of any sort. Customer satisfaction is NOT in the vocabulary of either the group in Austin or in "corporate." Terry Brennan

Comment On This

I know Complete Music personally and have worked for them as a DJ. I have since gone independent.

I know Scott Valley personally along with many of the DJs at Complete Music. They are very professional and emphasize customer service. Out of the 1000s of weddings and private parties they have done over the years, I would imagine you will find a few unhappy customers.

I am an indidual DJ and booking agent, and I would call and recommend Complete Music to mine or anyone else's wedding or private party.

Bill alias Mr. Thrill

http://www.mrthrill.com