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:04/03/2024

  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.

  We bought a projector and screen from Best Buy the last week of November, 2023. Beginning in March 2024, we noticed the trim on the screen was falling off and black shavings were coming down from it. We called Best Buy about this issue and they said the screen was still under warranty and we needed to call the manufacturer Elite Screens. I called Elite Screen on March 11th and left a voice mail. Again on March 11th after a couple hours I called again, and left another voicemail as I did not get a response. Still no response so I called the same number and again I left a voicemail. In the meantime Best Buy sent out the Geek Squad, on 3/14, to see what they could do. Geek Squad repaired it as best they could. Again the trim fell off and we got more black flakes. I again called Elite Screen and again no response. So I called Best Buy and they said they would try to email Elite Screen. We had Geek Squad out again on 3/28 to again try to fix the trim and they said Elite Screen had not answered their email. Geek Squad again patched the screen and so far it's working. My concern is this is under warranty and I am being blown off. We got this for our church and spent well over a thousand dollars for a screen that is falling apart. I want Elite Screen to either fix the screen or replace it.

  Business Response

  Date: 04/15/2024

  Please submit our warranty support form yourself since you are the consumer of the product. We need for you to attach your receipt to our warranty support from. Fill in all of the fields as best as you can. Attach a picture showing the issue to the claim from. Here is the link to our warranty support form: **************************************************************************************;

• Initial Complaint

  Date:02/16/2023

  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.

  Purchased a Elite Screen which is a projector screen. It comes with two remotes. Having several issues with the remote and having a hard time getting them to replace them.

  Business Response

  Date: 02/16/2023

  Hello, 

  This customer *********************** contacted us on 2/15/2023 at 9:36am pst.  I responded to ************** that same day at 10:09am, and asking him to submit our warranty service form. 

  ************** submitted the claim form later that morning, which we began to trouble shoot the issue via email.   We closed at 5:00pm every day and ************** sent us 6 more emails during our closing hours.    We then continued communication with ************** once I got in today, and I have informed ************** that we are going to send out replacement remotes.  

  Attached is the email that we sent to ************** informing him that we are going to start his claim to send him replacement remotes.   The replacement remotes will ship within 2-4 business days. 

  Best,

  **************** 

  Elite Screens 

  Customer Answer

  Date: 02/16/2023

   
  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.

   

  However ****** never sent any email confirming that the claim has been settled until I filed this complaint.

  Even earlier today he sent more emails asking me if the plug in remote came in the box when I never once stated that I had any issues with a plug in remote only the *** WIRELESS REMOTES and sent photos of the affected product)

  Representative spent more time patronizing the just replacing the item.

  Very unprofessional, and lying makes things even worse. 

  Truth is free.

  Happy now and good night

  Thanks BBB, 

  
  Cheers,
  
  ****** ********************* Iii