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Business Profile

Audio Visual Equipment

Hook It Up Electronics, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Audio Visual Equipment.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:11/21/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 have been dealing with this company for nearly 3 months trying to get them to send a simple repair invoice that includes diagnostics, like they promised they would, so I can finish filing a warranty claim for a broken TV and get it replaced. I explained to Walter multiple times that I have had to beg the warranty company for 3 extensions because he was taking so long to send a simple invoice. He just kept telling me he is going to get it to me by end of day, but he never does. On several occasions he would even initiate text messages with me about the TV like he was actually working on the invoice, but it would always amount to nothing. Literally dozens of texts and calls between us and he always said he was sorry and he was going to do it, but never did. I started the warranty claim with this company and have 3 extensions attached to them, so I can't use another company to finish the claim because it's now already past my original warranty expiration date. Walter knows the situation as i have explained it to him multiple times. What Walter from Hook It Up Electronics did was just extremely cruel and unprofessional. Why drag a customer along for 3 months? Why not just say at any point they were too busy or no longer want to help (preferably before they took me past my warranty expiration date)? Why wait so long that using their company actually ended up costing me $750 (my entire warranty) because they wont send a simple invoice and I can't use anyone else now? I just can't believe anyone would knowingly and willingly do that to someone else, let alone, a local business that is supposed to be a net positive to its community and neighbors.

    Business Response

    Date: 02/25/2025

    On the initial call, we were asked if we provide TV repair services. Unfortunately, we no longer offer those services. However, we were willing to make an exception for **** ************* to get her TV repaired/replaced. We sent her an estimate based on the information she provided us about the problem.


    However, the insurance company requested all the diagnostic information we used to determine the necessary parts. We informed **** ************* that we would need to have a truck roll to provide the required information to the insurance company. **** ************* only wanted an estimate from us solely so that she could obtain a new TV covered by her insurance. She wanted our estimate to be of equal value of the TV. Consequently, we were never going to acquire the job anyways. We had also explained that we couldn’t do that because it could constitute in insurance fraud.


    As a local company and small business, we take pride in everything we do. Additionally, we don’t charge any upfront fees if you’re one of our current customers. **** ************* simply called in to inquire about an estimate.

Hook It Up Electronics, LLC is NOT a BBB Accredited Business.

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