Complaints

This profile includes complaints for Element Electronics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Element Electronics

  392 Us Highway 321 Byp N Winnsboro, SC 29180

  
• 

  Element Electronics

  15930 E Valley Blvd City of Industry, CA 91744-3988

• 

  Element Electronics

  617 R142 757 W Hastings St Vancouver, BC V6C 1A1

• 

  Element Electronics

  6423 City West Parkway Eden Prairie, MN 55344

• 

  Element Electronics

  15930 E Valley Blvd La Puente, CA 91744-3930

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:09/16/2022

  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.

  I purchased a 65" element roku TV model E4AA65R for my wife,it is registered and less than 10 months old ...this TV has been watched maybe a total of 10 times since purchased, it's in a guest area . The TV powers on and off but black screen only . I have gone through all of the troubleshooting steps available and still no pic . I have called element numerous times with no answer and left my name and number with no call back ....after reading online complaints about this TV and the companies steps to resolve issues similar to mine , I would like a full refund please
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Hello ****. We have your two cases where you have left a voicemail yesterday. One of our customer care professionals will be reaching out to you to begin processing your warranty claim. Thank you for your patience.

• Initial Complaint

  Date:09/15/2022

  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.

  I purchased an Element Electronics TV in Nov 2021 and recently began having issues with lines on the screen. It is still under full warranty so I contacted the manufacturer on 8/21 via their website and filed a warranty claim. I have provided all requested information in order for this claim to be completed by them. However, they have not resolved the claim and do not respond to my emails or voicemails. What's more, I have tried to reach out to them via chat and other areas in their website but this does not elicit a response even though I am promised a response by close of business (via chat conversations). What's more, no one ever picks up the phone at their customer service number (XXX-XXX-XXXX). As well, all other numbers I have found for them lead to the same place so I have not yet been able to speak to a person. I would like my TV replaced or a full refund in order to replace it myself. I'm very, very frustrated at this point and just want a resolution. I've never experienced such poor service.

  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Hi *****, we are so sorry we were delayed in the process for you. I see your refund check is in the mail to you. We will escalate this case to better improve our service for our customers. Thank you for letting us know of this issue so we can work hard to resolve it.

• Initial Complaint

  Date:09/15/2022

  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.

  Sometimes "Black Friday Deals" are to good to be true. I thought I was getting a great Deal on a Element 75" Roku ultra high definition Uhd Led Tv. A great deal still cost me over $600. Thursday morning we left to go out of town. I shut the tv off before we left. Came home Friday night went to bed. Turned the tv on the next morning and there were lines going through the screen. The glass on the tv didn't have any damage to show. I messaged with Element Electronics pretty much all day. I sent them a picture of the tv screen with the lines In It they sent a message back to me and said that I physically damaged it and they closed the claim. They were not helpful and very rude and passive aggressive. Please friends don't make the same mistake I did. If a deal seems to good to be true move on. I've owned many tvs. Owned this one for under a year. With a year warranty that they will not honor.

  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Hello ****. We are sorry to hear the TV received physical damage to the screen and voids the warranty. We have sent the case and details into BBB.

• Initial Complaint

  Date:09/13/2022

  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.

  Purchased a tv like so many other about 2 years and 4 months ago. The screen went black and there is sound. I have attempted to contact the company and was unsuccessful they completely blew me off I now have a tv that doesn't work and I spent $500 for it. I am a single mom and can't just get up and make those types of purchases. I have a tv that is 15 years old and is still working. I want my tv replaced
  

  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Hello there. Sorry to hear the TV is no longer working. We have your case in our system and we provide a one-year free warranty. Unfortunately, this TV has a purchase date well over 2 years and out of warranty. However, if there is a ubreakifix store close to you, they may be able to do a out of warranty repair.
  
  
  Consumer Response /* (3000, 7, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Are you paying to have it repaired? And it's funny how all of your TVs seem to break right after the warranty expires. If you go back and look at all of the BBB complaints

• Initial Complaint

  Date:09/09/2022

  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 70 in element roku television nov 2020 from Target. Not even two years later and it will not turn on!! There's been a recall tho noone knew! The company knows their product is messed up the least they could do is offer us/me another tv. Beware of the company and their brand.
  

  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 8, 2022/09/15) */
  Hello ********,
  
  We are sorry the TV is no longer working.
  
  Based on the date of purchase you have provided of 11//192020; it appears that your product is out of the one-year warranty to proceed with the claim process. Hence, we would request you to please get in touch with one of the local technicians.
  
  On the other hand, if you have purchased any protection plan or extended warranty through a third-party company, we suggest you contact them for further help with the warranty.
  The unit was not registered within the first 90 days of the purchase and does not qualify for the 2 year warranty.
  
  At this time, we will consider this warranty claim closed.

• Initial Complaint

  Date:08/25/2022

  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.

  I brought a TV it's a Onn. 50inch Class 4K UHD (2169P) LED Roku Smart Tv GDR ( 100012585) from ******* online at the **** * ******* Rd Elgin IL ***** Location on February 27,2022 and it was delivered same day and I paid $298.00 + $36.13 tax and delivery the model number is 100012585 and the serial number is ***************** the problem occurred on Sunday evening August 21 , 2022 when the TV completely stopped working. I immediately sent an email and I have since called numerous times and sent several emails and this company has done nothing. They do not return phone calls and I want my money refunded because it has not even been 6 months and I feel they are a disreputable company and I am poor on SSI disability fixed income and do not have money to give away. I need my money and cannot to be scammed by these people. I need your help to resolve this issue with this company. I have emails and pictures I sent to this company and have been ignored and again I need my money. Please help me. I want a full refund $334
  

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Hello there. Sorry to hear the TV is no longer working and the power drain did not resolved the issue. A member will be reaching out in the next few business day regarding your refund.
  
  
  Consumer Response /* (2000, 7, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I except the refund because the product doesn't work. If there is any issue with the refund I will contact you again regarding this issue. Thank you for your help.
  
  Consumer Response /* (3000, 13, 2022/09/01) */
  I have not heard from Element Electronics since 08/26/22 after they said they were refunding my $334 dollar's for the defective TV that stopped working after less than 6 months.
  
  Could you please find out if they are going to give me a refund?
  
  
  Consumer Response /* (2000, 17, 2022/09/07) */
  I have received a refund of $298 from Element Electronics and is satisfied with this resolution and would like you to close this case. Thank you for helping me receive my money that I paid for a TV that stopped working after less than 6 months. Thank you again.

• Initial Complaint

  Date:08/22/2022

  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.

  I bought a 70 inch ONN brand roku tv from ******* on September 17, 2020. There is a 90 day warranty but if you register online before the 90 days are up you receive a limited extended warranty for 2 years. My tv screen is black but it has sound. I did all the troubleshooting tips the company had me do and then was told I needed to find a repair service and pay for it myself. I have been told that I did not register my device but I remember doing so. I have the emails from the company who will not honor their warranty saying my phone number and email does not match. I have more than one email but they did not ask me for my information in the first place. I paid $474.88 for the tv.
  

  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Hello there, we found your case and will have someone reach out to you today. Looks like it got assigned incorrectly. We will fix that and contact you with in the next few business days.
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I can't accept that response nothing has changed. But I will be waiting on their email or phone call and hopefully we can get an answer to this whole thing. I'm sorry I just need my TV to work again and I'd like to know for sure that the company will honor their warranty.
  
  
  Business Response /* (4000, 10, 2022/08/24) */
  Hi again, by chance did you use an alternate name or email address? We cannot locate the registration with in the 90 days of purchase. Please reach out to the email from customer service with this information.
  
  Thank you so much for reaching out to the team. We apologize for the issues you are facing with your Onn product. We have checked thoroughly and could not find any details of your Tv registered with us.
  
  Yes we understand that, Unfortunately your TV has not been registered with us within the first 90 days of purchase our registration team has checked all the records from your email address( *********@gmail.com ) and phone number (*********** ) we have not got any registration details from your end.
  
  If you have used any Alternative email address or phone number to register the TV you can send it to us, we can check the details once again for you , Or you can also send us the registration number which you have received as a confirmation from our end if you have registered it.
  
  NOTE : Only when the TV is registered with us within the first 90 days of purchase date you will have the 2 years manufacturer warranty If the TV has not been registered within the first 90 days your TV would have only the standard 1 year manufacturer warranty from the date of purchase.
  

• Initial Complaint

  Date:08/02/2022

  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 65 inch element Roku TV. The TV is used one to two times a week at the most. Today we went to use a TV and a black screen we can hear noise but can't see the picture. I reached out to element directly and they stated there was a recall that ended in November 2021 and that they could not do anything for my issue. I have registered my TV and did not receive any information about the recall. Very disappointing that the tv didn't even last three years. Want to warn others before they purchase tvs from this company. Would like to have my tv replaced.
  

  

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello *******,
  
  We are sorry to hear the TV is no longer working. Our warranty for this TV was extended to 2 years.
  From our transcript we see this TV is past the 2 year warranty period, warranty was up November of 2021.
  
  (01:09:58 AM) Arthur: I'm sorry to hear that the issue persists
  (01:10:07 AM) Arthur: May I please take the date of purchase of the TV?
  (01:10:18 AM) ******* ****** *******: November 2019
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company stated that there was a recall on the TVs. They did not notify my registered email about the recall. When I asked what the typical age of their products were I was told 10years. I don't understand why their products aren't even lasting 2.5 years. Just looking for them to make good on a product they know and admitted has issues.

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service 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 an Element 65" 4k UHD tv in November 21,2021. I was watching the tv last night when the screen went out. I went through the normal process of unplugging and plugging back in. When all of that failed, My girlfriend and I both tried contacting customer support. After stating it would be a "2-3minute wait" we stayed on hold for 20-30 minutes before being sent to voicemail where I left a message explaining the situation. I've called 7 times total and left 7 messages never heard back. My girlfriend managed to get in touch with a live chat agent on the website who put in a warranty claim for us but all we have is the claim number with no way to check the status nor a way to get in touch with anyone. I was willing to accept a replacement but after all this jumping through hoops, and reading reviews I'd much prefer a full refund so I may go buy a different brand.

  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello there, sorry to hear the TV is no longer working. Our team is working your claim, if it cannot be repaired by **** they will get a check sent to you. You should hear something within 24 - 48 hours. We have also sent an alert to the warranty team to ensure they process this for you.

• Initial Complaint

  Date:07/25/2022

  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.

  I purchased a 50" 4K UHD HDR10 **** TV on 9/14/2021. Not even a year later the screen has so many lines going through it that you can't even watch it. I reached out to Element on 7/20/2022 and spoke to Melvin. I received ticket # *******. Melvin gave me some troubleshooting steps to complete and was told to call back if the problem still persists. Well, it has, and since then I have been calling Element Electronics non-stop. I have left so many voicemails that I lost count but no return call. I have also emailed with no reply. My TV was registered therefore, it has the 1-year warranty. Customer service is the worse. I just need someone to call me back asap. This is the only TV in my house. Either replace my TV or refund my money so I can buy a different brand.
  

  

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Hello ******, sorry to hear the TV is no longer working. We are waiting for your response to process the warranty claim. This was sent on 7/25/2022. We cannot go any further until this information is emailed back to us.
  
  Hi ******,
  Case # EU- XXXXXXX
  
  Thanks for reaching out. Sounds like you're having an issue with your Element product. We're so sorry to hear this, but please know we will try our best to resolve your claim as quickly as possible.
  
  To get your claim started, please attach a copy of your proof of purchase (POP) / receipt as well as the following information:
  
  1. First and last name
  2. Phone number
  3. A copy of the proof of purchase/receipt. Please see the example below.
  4. A full-screen photo of the front of the unit while turned on (including the power indicator light)
  5. A full-screen photo of the back of the unit
  6. A close-up photo of the back of the unit showing a clear view of the Element nameplate with the serial and the model number of the television.
  7. Shipping address: Please help us with the correct spelling of your street name and add the appropriate street suffix. For Ex: Ave, Rd, St, Ln, Dr, Way, Pl, Blvd, or Hwy.
  Ensure the Physical number of your home and Zipcode are correct.
  Please ensure to include the Apartment number if applicable. Note: Please ensure to provide any change of address that takes place during the claims process.
  
  Upon receipt of this documentation, you will receive an email notifying you of the next steps in the warranty claim process.
  
  We look forward to hearing from you soon and thank you for your time.
  
  All the best,
  
  Martin J****