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Business Profile

Audio Visual Equipment Repair

Universal Audio

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Audio Visual Equipment Repair.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 April 2024, I received an Apollo Twin mkII from Universal Audio. It was purchased using funds from the *************************************** (DOR), as part of a disability-related work accommodation to support my career as a professional musician and audio *********** February 2025 (9 months later), the unit failed: it would not power on. I sent it in, but ** stated it was working and returned it. It still wouldnt turn on, and I had to ship it back again. Eventually they sent a ************** May 2025 (3 months after the replacement), the new unit failed with the same issue (wouldnt power on.) After inspection, they confirmed a digital board voltage failure.Since then, I have repeatedly requested to speak to a senior advisor outside the repair department, citing the state-funded nature of the hardware, ADA ******** and disproportionate harm to a disabled customer. These requests have been ignored or dismissed. They claim the repair manager is the highest I can speak to.They offered another replacement of similar type, but Ive asked for someone in Executive Customer Relations, Compliance, or Warranty Leadership (someone with authority to consider the accessibility impact of two failures in one year on work-critical equipment.)I also find it appropriate to note that there has been no kindness, empathy, or proper professionally in apology or gratitude for patience in the issues I've had with their repeatedly failing product. Just dismissiveness, deflection and indifference. I am simply asking for a high-end upgrade, but more accurately for an accessible resolution and fair escalation, given this gear was state-funded and tied to my disability. Ive been patient, polite, and cooperative. Another device of the same kind isn't acceptable given the circumstances, and I at least deserve proper escalation and respect as a customer at this point.

  • Initial Complaint

    Date:06/10/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    4 business days for replies to trouble tickets for things that shouldnt be trouble Jumping through hoops just to work w ***** Silicon. 2 of my tickets STILL unanswered and then when I told them message board that I was dissatisfied customer I received an email that my account was disabled.I just Said customer service sucked and they consider that abusive and disrespectful. Do the kids know what respect means? Disrespect doesnt mean someone disagrees with you disrespect doesnt mean someone calls you out and you dont like it disrespect means someone is dehumanizing rude to you or insulting Telling someone their actions **** doesnt even comment upon them as a person. Nor is disrespectful to tell somebody customer service is wretched. There no swearing, no abusive language used, and this is what *** Butsu decided to Heres what I sent them in response When you spend top dollar for a leading industry interface, you expect some degree of customer service You expect some degree of logical sensibility You call the customer service number that no longer works and they tell you to chat with a live agent you try to chat with a live agent and they tell you have to get an email response. I have two tickets. I still dont have responses for out of three. This is the only one I did get a response for And that took long enough. You should be able to have at least during business hours real-time customer service experience. Furthermore, when I commented that your customer service left a lot to be desired, and you guys were ridiculous with some of the things that you can cant do For example, you cant just simply route Signals to specific output separately to have two sets of monitors controllable separately and in unison just because its not typically or orthodoxy done most records that were made in this industry were made in an unorthodox way to some degree and why your hardware doesnt allow that even though its capable of it is beyond me?

  • Initial Complaint

    Date:04/18/2025

    Type:Product Issues
    Status:
    Unanswered
    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 2015 I purchased a Universal Audio (UAD) product. It was a UAD-2 **I-e DSP card for the ** which came with some software license registrations. It was a retail purchase through **********. An account with ***, had to be created in order to register both hardware and software(s) in order to enable their function. Shortly after, the said product was returned to ****** and ****** refunded it. The *** account went forgotten for many years until now when I received an unsolicited marketing email from *** with no unsubscribe link. I figured I would log into my *** account, thinking I could probably opt-out there, however, there was no option to do that. I also found out that the said product is still listed/registered on my account with no ability to de-register or remove, as well as no ability/option to close said account, and request personal data to be deleted. I then opened a support ticket with *** on their website, first describing my issue through their AI support bot which then opened a support ticket on my behalf. A day later I received email communication from a human ***resentative telling me they can't help. I submitted a second ticket to which I got the same ***ly from different *** who then cited some California law that prevents them from de-registering said product from my account. He then finally told me that unless I do a license transfer to another owner, there is nothing they can do. I have no knowledge about who the new owner of the product is, nor do I have the serial number of the said product so it is impossible for me to initiate transfer the license/ownership. Therefore, ********************** has left my issue in limbo forever, refusing to de-register a product that I'm not even in the possession of, that was returned long time ago. They even lied about the unsubscribe link in the marketing emails which is not present. I do not want them to have my personal info and data for no good reason and do not want them to sell it to 3rd parties.

  • Initial Complaint

    Date:11/28/2024

    Type:Product Issues
    Status:
    Unanswered
    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 several plug-ins from Universal Audio over the years and one in particular is not showing up. I purchased the Antares Advanced Auto Tune plug-in a couple of years ago and have a picture of it on my account as one of the plug-ins that I own. So glad I took that picture because right after I opened a ticket because it was prompting me to buy it again....the agent said that plug in was discontinued AND IT WAS DELETED FROM MY CATALOGUE. He said that I would have to use my old email address to transfer it cuz THEY discontinued it. I said I don't have access to my old email address it has a virus and the rest of my purchases transferred just fine. They sent me instructions to do "busy work" and transfer serial numbers when nothing has changed on my end except doing their update which erased my autotune product purchase. I paid money for this. If they aren't going to update my product to the new one then I would like a refund or a credit to download the new one. This was not a temporary purchase. Discontinuing the old one and making a new one is not the consumers fault when dealing in online machines. Please have them refund me or give me the updated plug in. There is nothing wrong with my serial numbers or account this is crazy. They are taking too long to get back to me I have been having sporadic conversations with them for over a few days now. I requested a phone call but they said they don't do that. Please and thank you to the BBB.

  • Initial Complaint

    Date:11/27/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    *** invested thousands of dollars in their plugins over the years, working hard to afford every purchase, only to wake up and find my plugins transferred without my authorization. Universal Audio approved this transfer without notifying me or asking for my consent no email, no warning.When I reached out, they provided the serial number of the device my plugins were transferred to but refused to give any other info without a police report. Instead of restoring my plugins, they offered me a 40% discount to buy them again which feels more like a sales push than genuine support. If they had time to cancel the second pending transfer, which they only noticed cos I reported, why couldnt they notify me about this transfer ? This is basic account security, and they failed to protect their customers hard-earned purchases.crazy thing is this plugins are still available in two of my other Apollo devices even though they claimed it was stolen

  • Initial Complaint

    Date:06/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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 universal audio plugins Order Date: 3/26/2024 it was shipped to me Ship Date: 3/26/2024 After I bought these plugins I went on vacation came back home and my account was hacked within Universal Audio, Universal Audio constructed me to file a police report, I filed the police report was told by a manager named ***** that if I did this they would return my stolen plugins to my account. The police report has been filed and closed due to no further information, universal audio then told me they could not return my digital goods even though it was stolen out of my account I have no where else to turn to, a friend suggested the BBB. I would also like to state all information is at the bottom

  • Initial Complaint

    Date:06/08/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 was able to fix the problem on my own. So, I would like to end this complaint against Univeral Audio. The complaint number is #********. Thank you, BBB, for your assistance. ??? 

  • Initial Complaint

    Date:06/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Universal Audio UAFX Lion 68 pedal from ************** The bluetooth does not work and will not connect to my phone. They do not have a desktop editor for my computer. Universal Audio needs to create a desktop editor for this expensive pedal. Their tech support is completely useless.The chatbot never connects me to a person. Eventually it supposedly sends an email to "tech support" but then no one responds. I will just return to ************* if no one helps me get this pedal up and running.

  • Initial Complaint

    Date:01/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 UAFX Golden Reverberator on 7/21/21. I started noticing problems with the pedal in August of 2023, including broken computer noises, clipping, intermittent pop's, and crackle's. Universal Audio only offers a one year warranty on all of it's products. I am on the hook for hundreds of dollars in repair bills through no fault of my own.

  • Initial Complaint

    Date:08/12/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    The amount paid to Universal Audio so far is $243.2.The character limit has been exceeded and will be listed in the doc.We would appreciate your help. Thank you in advance.

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