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:07/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Air conditioner stopped working after 2 years just under warranty. I've been calling customer service daily and they keep saying 'their email is down'. Its been a week now and still 'email is down'. No fax, no other email is available. They will not give any updates. This is their way of never getting back to the customer, and not having to repair or replace any of their products.
  
  Update- after leaving a ****** review, they emailed me back saying they NOW need a serial number in order open a file (which should have been requested 3 weeks ago.) I have provided that but still they will not update me on the status.

  Business Response

  Date: 08/06/2023

  Hello , 

  We are processing a return authorization for a replacement unit , an email confirmation will be sent to both customer and the store to arrange for the replacement .

  Best regards, 

  Customer Answer

  Date: 08/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:31/03/2023

  Type:Product 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 purchased a 58" Hisense tv. I wanted to hang it in my new studio. It sat in the box in a storage room for a few months. When I took it out of the box, plugged it in and turned it on, there were colored cracks at the top and down the right side and the rest of the screen is just black. These cracks are not on the exterior of the television.....all of the damage is internal. This is a common problem when Hisense tvs are exposed to extended heat. After dealing with two separate people and demanding that I hear back from someone of higher authority, I finally heard from ****. **** tried every trick in the book to claim that I caused the damage while it was in the box. This is completely false. **** told me that he would speak to his team and I would hear back from someone by end of day or the day after. It's been almost a month and ****, nor anyone else has bothered to call me back. There have been Hisense tvs in my home, mom's, bro's and dad's. They're all coming down, selling them for next to nothing and I'm replacing all 13 tvs in our houses with *** tvs. ******* *** *** ***** ******** ******* **** **** ************ * ***** **** *** * ***** ** ******** ******* **** ******

  Business Response

  Date: 03/04/2023

   

  Based on Pictures provided and
  reviewed by Hisense Technical specialist . The TV has a physical damage cause either
  by falling or hit by an object . Therefore, the Warranty is voided . 
  We
  sincerely apologize for any inconvenience . Here at Hisense Canada, customer
  satisfaction is of the utmost importance.

• Initial Complaint

  Date:06/03/2023

  Type:Product 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 bought a Hisense slide in range from *****, delivered to me on 13th January 2022. On 02nd January 2023 after using , for the first time , the Self clean oven function , the main control board display malfunctioned and the oven door locked . After several service appointments with ******* ********, finally on the 02nd of March, now 2 months after the first service call, the technician that replaced the main control board on the 23rd of January , was able to
  unlock the oven door, resetting the relay, test the oven which worked. Great I thought , haven given time and patience and the benefit of the doubt to Hisense it was finally repaired. However , 2 days later I decided to test and use the self clean function which originally caused the problem and yet again the same problem re-occurred ; the control board display malfunctioned and the oven door is locked.
  
  I'm now retired and have owned several appliances during my lifetime and have never experienced such a problem not only once but twice with the same product. I have opened a claim with Hisense # *********
  and with ************** , the repair company. I hope you can help me to reach the final resolution with Hisense, a refund , as I have given them time and the benefit of the doubt that this can be repaired but at no avail and have now lost trust in their brand.
  
  If you require more details please do not hesitate to contact me. Thank you.

  Business Response

  Date: 07/03/2023

  Hello,

  ***#******** is created for customer. Customer can take ******** *** copy to ***** for Exchange Unit. 

  Thanks & Regards,

   ***** *****

• Initial Complaint

  Date:13/02/2023

  Type:Service or Repair 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.

  In Aug of 2022, we purchased a Hisense refrigerator for approx $2800. Approx 3 months later the freezer stopped working and we lost all of the freezer food. I called and they didn't have a technician in the area, so they had to replace the fridge with another of the same model. I didn't ask for money back, figuring that it was a one-off not imagining that it would happen a second time. We had to wait for a fridge, using the broken one with no freezer for some time. The fridge arrived with a very damaged freezer door. The delivery men took the old freezer door from the original Hisense and replaced the new Hisense fridge freezer door. Approx. 3 months later, the same thing happens. Lose all of our freezer food b/c the freezer stopped working. So, we are at a low estimate of approx $500 worth of food in the 2 freezers gone. I put the call into Hisense in early Jan 2023 and it was late Jan 2023 before I heard anything even though I tried several times to reach someone. Once I finally had my call returned, it was a simple - you can have a refund - refusing to help with the lost food items. Since then, I have been trying to deal with Hisense. Once again, we have no freezer and a fridge that only partially works. I escalated the issue (to which I was assured that I would have a return call in 24-48 hrs) I never got any of those calls. Today I had a call from a supervisor who refused to deal with the claim - didn't give me a ticket number and would only repeat, this is all we will do. I have had 2 fridges from Hisense that were about 3 months old and both freezers broke. Hisense refuses to help me with costs associated with the lost food and has terrible customer service, Hisense has completely left us high and dry, and need to spend more money out of our pocket for food replacement as well as a new fridge.

• Initial Complaint

  Date:30/01/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased a portable wifi air conditioner. The only reason I chose this one over any other was that it would connect to WiFi. Back in May 2022 (though I believe it actually started in March 2022), I contacted customer service to report the ***** skill would not connect to Hi-Sense in the ***** App - something I need in order to control it via *****. Countless calls and emails were made, with just as many promises of my problem being "escalated" and numerous promises of call backs that were never made. I can count on one hand how many calls I actually received versus the 20 -25 that I made "following up". At one point, I was told my ticket was closed but there were no notes stating why, and to this day, the problem has never fixed. In Dec 2022, I finally was told they aren't going to fix the skill and that they would be refunding me by cheque. I waited 5 weeks only to call several times, and found out, no we aren't sending you a cheque, you need to take the AC unit back to the store for a refund. The store is 20-25 kms away and I have no car. They should simply honour what was told to me back in December!

  Business Response

  Date: 10/02/2023

  Hello,

  ***#******** is already created for customer. The customer needs to take unit back to the nearest ******* store for exchange unit or in store credit to buy other product. This is the best we can do for the customer. Please see attached *** copy which is already send to customer. Please close the case as we have already issued *** for customer.

  Thanks. 

  ***** *****

  Customer Answer

  Date: 18/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The company simply refuses to call back. I have sent several emails asking for Supervisor **** to reach out to me, to no avail. The company wants me to rent a truck ($100 for the day) and drive 23 km (approx 15 miles) and return the unit for a refund. The unit works fine. The problem doesn't involve the unit. The problem involves their app programmers to fix the ***** skill so it can be linked to their own server; completing the link and allowing me to use it with ***** - as advertised it was compatible with.
  
  If I were to return it, it leaves me out of pocket to buy a new one, which I have done the research and will cost me $150-200 more than what I paid Hi-Sense for my unit. Their only model available at the store costs approximately $225 more than the refund I would get. So here I am, left with a unit that doesn't work as advertised, by a company who decided they weren't going to fix an app coding issue, leaving every customer owning this unit, out of luck in getting it fixed, and having to pay more to buy a new unit. I reject the *** as it doesn't fix the problem that they created and refuse to fix.
  
  In addition, they promised me a refund and then reneged on it. This was after I waited over a month for the cheque to arrive in the mail - that never came.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 24/02/2023

  Hello,

   We have provide customer the best solution by giving them *** from our end. Customer needs to take back TV to the nearest store for *** process.

  Thanks & Regards.

  ***** *****

  Customer Answer

  Date: 07/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the item in question is a portable air conditioner, not a TV. Further to this, I have been in contact with **** (Customer Service supervisor) who stated that Hi-Sense is sending me some type of form for me to attach the serial number sticker from my unit onto, and then I am to mail it back. Once received, Hi-Sense would refund me.
  
  So far, I have not received anything in the mail from Hi-Sense. It's been at least 10 calendar days since our phone call.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 07/03/2023

  Hello,

  Refund is created for you. Refund#****************** you should receive a cheque in mail in 21 days Business days. Please see ******** waybill please remove your serial# tag and ship to us on attached waybill through *********. Case is complete from our end and you should receive your refund soon.

  Thanks & Regards,

  ***** *****

• Initial Complaint

  Date:03/01/2023

  Type:Product 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.

  Me and my son bought a TV 6 months ago and now sound bar is not working… they say it is not compatible with sound bar and will send a tech which they did not..making me run in circles…it was working these 6 months and TV has a sound issue when runs for long time .. they are neither replacing nor refunding… I need help…

  Business Response

  Date: 09/02/2023

  Hello,

   

  We will contact the customer soon for resolution on this case. As per our records we haven't found any case for the customer. I will call the customer to get more details and provide resolution for customer in next 5-7 business days.

  Thanks.

  Jetan M.
  Hisense Canada Co.Ltd
  2283 Argentia Road, Suite #16
  Mississauga, Ontario L5N 5Z2
  T:###-###-####|E: ***********@*******.com

  Business Response

  Date: 09/02/2023

  Hello,

  To cool the case we have provided to customer for this case. We have issued advise customer that we will issue RMA for customer TV and emailed customer the RMA voucher. RMA#******** is created for customer with *** ***** store. Customer can take the TV back to *** ***** store with RMA voucher for exchange Tv or store credit from *** *****  store. * **** ******** *** *** **** ** ***********

  Thanks.

  Jetan M.
  Hisense Canada Co.Ltd
  2283 Argentia Road, Suite #16
  Mississauga, Ontario L5N 5Z2
  T:###-###-####|E: ***********@*******.com

   

• Initial Complaint

  Date:19/07/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Bought fridge November 15/21. June 29/22 the fridge quit, the freezer works. Technician came July 7/22 said he would order the part that makes the fridge cold from the freezer. We've called 10+ times over the two weeks and no one has an update, apparently no parts were ordered. No fix date in sight. At this point I just want my money back and to return it. And to warn others, when I went to my local appliance store they said this isn't the first time they've heard of something like this happening.

  Business Response

  Date: 19/07/2022

  BBB CASE#: *******
  
  
  
  Thank you for bringing this case to our attention.
  
  
  
  We have tried to trace back your repair history, but your provided info did not trace us to any repair records in our system.
  
  
  
  Please give us your alternative contact info if you have been using another name, phone#, or email address when requesting a service call.
  
  
  
  Also please provide a copy of your bill of sale and Serial number of the subject product.
  
  
  
  Many thanks,
  
  
  
  Jeffrey L.
  
  
  
  National Service & Customer Relations Manager
  
  Hisense Canada Co., Ltd
  
  2283 Argentia Rd, Suite 16, Mississauga ON, L5N 5Z2

  Business Response

  Date: 20/07/2022

  RE: BBB CASE# *******
  
  
  
  Thank you for bringing this case to our attention.
  
  
  
  Hisense Canada can certainly appreciate the level of anticipation and excitement customers can experience when purchasing a new fridge. We also understand that, when the unit is not working anymore, it can be disheartening.
  
  
  
  Therefore to avoid any further product downtime, we are now coordinating a product return via your local ****** Store in Red Deer as final resolution. Their reverse logistics team will soon contact you to arrange a product exchange.
  
  
  
  We are sorry for the inconvenience that this has caused. We strive to resolve your case as soon as possible. Your RMA# is ******** just as your reference.
  
  
  
  Kind regards,
  
  
  
  Jeffrey L.
  
  
  
  National Service & Customer Relations Manager
  
  Hisense Canada Co., Ltd
  
  2283 Argentia Rd, Suite 16, Mississauga ON, L5N 5Z2
  

  Customer Answer

  Date: 21/07/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  ***** took the fridge. Thank you