Sound Works — Local services in Norfolk

Over the years I have been an occasional client at Soundworks and have mostly always been very happy with the products and extremely happy with the installs and work quality. However, my last visit I purchased a Kenwood double din head unit and it kept freezing up. You literally had to shut the vehicle off and wait a little bit and then start it again to get it to work. Well I was out of state for a while and when I returned they told me it was because of low quality power wire so I replaced the power wire with wire from their store and it kept doing it. Well as I was traveling yet again I took it out and tried a different head unit of a friends and no problems at all. Then when I made it back to town again I stopped in and told them it was still the same and because of the ongoing battle I did not want it as it simply did not work and i was going to be traveling again and needed something that actually worked. Well, their only offer was to send it off which I get. They wanted to figure out the issue but it agaitated me because it was as if they just expected me to drive around for a couple months til I made it back to town with no stereo which I wasnt ok with. I have been a huge car audio guy over the years and had many large systems and have had issues with certain items in the past but never been anywhere that after trying a fix or two and still having issues where they havent just swapped you out into something you were happier with. I have never been told to just go without for a while. So, for this reason I simply took the bad unit back and went elsewhere and purchased a new unit and have had zero problems since. Therefore out of disappointment I have not returned there since as its pretty much the only time I have ever just been left hanging and probably will not return again as no attempt was ever made by them to make things right. Im guessing if they see this review and choose to reply to this they will try to say otherwise but all I requested was to be put in something that worked or frankly return my money and they wouldnt do either. Now, let me say this is not a common thing for them as I have always been very impressed with their professionalism and knowledge and Soundworks in general is a first rate business who I still recommend. However, I just feel like as a return customer I expected more and the way this was handled was very disappointing. I would have rather had them resolve it on the spot and continue to be a customer. Now, just for what its worth, I spoke with a few other shops I use and they all said the same thing. If it had been with them they would have made sure the customer left with a product they were happier with or their money back or upgraded the customer or something. They would have never sent them out the door empty handed and stuck...

Overall, I'm happy with the sound quality, but I was a bit frustrated with the communication breakdown—especially considering the amount I paid. I had an 8" Kicker sub installed and the factory speakers replaced. When discussing where to mount the sub adjustment dial, they assured me it would be installed without screws (since my truck is brand new), and even took a picture of where I wanted it. They said they would use strong Gorilla tape to secure it instead.

When I went to pick up my truck, they were eager to take my payment but didn’t offer to walk me through the installation. I asked to check it out, and right away, I noticed the dial was not mounted where we discussed—and worse, they used screws despite what we agreed on. On top of that, they forgot to install the auto stop eliminator, so I had to schedule another appointment. Given that I had just spent $1,500, I assumed they’d install it at no extra charge, but that wasn’t the case. Instead, they insisted they would have charged me either way, though they did end up giving me a 40% discount—so it cost me around $60 to install a $100 part.

The whole process was inconvenient. I had to drop off my truck, find a ride back to work, then arrange another ride to pick it up—only to have to do it all again the following week. I also asked them to adjust the amp for more bass, and I assume they did, but again, they were more focused on taking my payment than actually explaining anything about the install. That lack of communication was frustrating.

Another issue: the sub bass control knob has a bright LED, which is distracting at night. Since they already drilled into my truck, I didn’t want them moving it again and adding more screw holes, so I just covered it with black electrical tape.

Lastly, I asked them to secure the sub box with Velcro to prevent it from sliding around. They did, but it peeled off immediately, proving it wasn’t a lasting solution. It probably won’t move much, but I wish they stood behind their work better and offered a higher level of customer service. A job of this size should include a proper walkthrough of the final installation, not just a quick payment...

Since Jonathon has taken ownership of Sound Works, it has become our go to place for anything sound system related. They do great, very clean installs, answer all questions you may have before and after the sale, prices are more than fair, and their showroom is always clean and organized. They don’t try to sell you something just to earn a dollar. They listen to what you’re looking for and build a package to your wants with multiple price options. They have a great variety of head units, amps and subs. Very educated staff. Work was done on our 2022 Honda Accord and I will be taking my 2024 Raptor to them shortly to have windows tinted, as well as a system installed and some weather tech accessories put in ! Our family would 100% recommend giving them a call, or stop in to see for yourself. ** Edited to include picture...