Complaints
This profile includes complaints for Element Electronics's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 170 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/28/2024
Type: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.
Purchase element washer model
ETW3725BW May of 2023 had recurring issues with machine. march of 2023 it stopped functioning submitted warranty service request to dealer in April. Dealer and myself communicated with company. Over a week ago they stated they were sending dealer authorization to replace defective unit. They have not. Since Monday I have called 20+ times as has the dealer., multiple calls with both of us on the line. We have been promised a dozen supervisor callbacks but none have occurred. Have been attempted to get defective unit fixed or replaced for over six weeks at this point.
Business Response
Date: 05/28/2024
Hello there and sorry for the delay. We have sent your receipt and contact information over to our sales team. Someone will be reaching out to the dealer - they have **** and ********'s contact information. We will issue a credit memo to the dealer, and they can refund or replace your unit.Customer Answer
Date: 06/19/2024
Complaint: ********
I am rejecting this response because: I do not wish for the complaint to be closed untill the business actually follows through with a promise. If the check is actually issued and recieved I will be satisfied but this far the company has failed to follow thru on all promises. I will update if refund is recieved.
Sincerely,
***** *******Business Response
Date: 06/20/2024
Hi there, that is up to BBB. We had a holiday on the 19th so there will be a delay, but you are in the system and on the list for a refund.
Initial Complaint
Date:05/10/2024
Type: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 65-inch ONN TV for $322.59 from ******* on December 29, 2023.
- TV stopped functioning on March 30, 2023.
- Unable to return TV to store as it was outside of the return window.
- Contacted warranty support; they don't have a replacement and I live too far from their Authorized Repair location.
- Warranty support decided to mail a check.
- Check mailed on 04/19/2024.
- Check returned by the post office on April 22, 2024.
- Informed warranty support about the returned mail and requested re-issuance of a new check or resend the returned one.
- No response received besides the same pre-generated message.Business Response
Date: 05/11/2024
Hi ******,
We are sorry to hear you have not received your check. We will send this to our finance department to stop the current check and issue another one next week. Please allow us 5-7 business days to adjust this claim. We have verified your address her in this BBB claim and our internal case with you. We will be in touch with the new check details, as soon as they are available to us.
Customer Answer
Date: 05/16/2024
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 under the condition that I actually receive my replacement check. I will close this case out, however, if I do not receive a response regarding a new check within the next two weeks, which would be 10 business days, actually I will reopen the case and possibly explore further options.
Sincerely,
****** ******Initial Complaint
Date:04/18/2024
Type: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 bought a TV from *******.com on March 13, 2024, it was delivered March 15, 2024. I have had no issues with it until today. I watched tv and turned it off to leave. Got home and turned it back on. There’s a static block about 3-4 inches wide from top to bottom almost center (to the right more) of the tv. I contacted *******.com who had me contact the manufacturer, ONN. I called them and was asked to text a picture. I sent 2, and then later another, total of 3. The lady immediately told me they weren’t going to help me because there is physical damage to the TV. I am not sure how to prove it but there is no physical damage to the TV. I work very hard and struggle, I do not have money to buy a new TV, and I respect and take care of what I do have. I am very upset and have been crying over this situation because I feel it’s very unfair as a consumer that big companies can do this and get away with it. I do not have young children or animals that could have caused damage, there has lot been nothing done to it. I was hoping for a replacement or to have it repaired, instead it’ll go to the garbage. I just hope others are aware of ******* and ONN before purchasing a TV.Business Response
Date: 04/24/2024
Hello *****,
We see your case in the system. We will be issuing a refund to you for the purchase price of the TV. One of our customer experience agents will be reaching back out to you. Sorry to hear the TV has lines through it, but we will be able to process your warranty.
Customer Answer
Date: 04/25/2024
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:04/11/2024
Type: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 an Element Electronics Washing Machine through Walmart in Sulphur, LA.
The item was purchased and paid for on March 20, 2024, it should have been delivered on March 22, 2024 from Element Electronics in Dallas, Tx to my residence via Fed Ex.
It was actually delivered on March 25, 2024, it was installed on March 26, 2024, it never worked from the minute i tried to use it the first time. I called Walmart and Element Electronics, neither wanted to take responsibility for the return of the merchandise. It was delivered in a box, the box was removed and put at the road for trash pickup which passed the very next morning.
When we realized that the washing machine was defective i was told it could not be returned without the original box.
Element told me to contact Walmart, Walmart told me to contact Element, both were contacted but no one took any responsiblility.
A return was done with FedEx but I will have to pay to have a box built and to ship it back even though it did not work from get go.
I just feel like they treated me the consumer like a second class citizen who did not matter.Business Response
Date: 04/16/2024
Hi there, we received your escalation request and updated your case. We will be sending you a refund.
Case Number: *******
Check Number:62XXX
Mailing Date: 18th April 2024
Customer Answer
Date: 04/17/2024
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:03/07/2024
Type: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 refrigerator from ****** Appliance LLC, on August 15, 2023. Five months later, on January 29, 2024, it stopped working. I tried a different outlet, the fridge still would not come on. The same day, I contacted ***ley, who sold me the fridge over the phone and through email, he told me that he could not honor my warranty because , “his store only sells appliances, they don’t fix them because he is a small business”. Then, he gave me Element Appliance Company, LLC’s phone number.
I called and spoke with Krystal, from
Element Electronics Customer Experience Team. She asked me to email my information and proof of purchase. She confirmed over the phone that she received my email with everything she needed to escalate my case# (*******)and that within 48 hours, someone would get back to me with a solution to either, “Repair the fridge, Replace the fridge, or give me a full refund for the fridge.” I reminded her that I had recently bought groceries and most items were perishable. She reassured me not to worry because she would make that the case was escalated.
After the 48 hours, I called and I was told to wait and someone would get in contact with me by the end of the day. After many days and several phone calls, I emailed them back. Eventually, they said that it was the store’s duty to repair, replace, or refund me for the fridge. Every time I contacted them, they kept promising me that they would escalate my case. Unfortunately, up to this day no one has reached out to me
Consequently, I have lost my foods and money.
Krystal
Element Electronics Customer Experience Team
Element Appliance Company, LLC
[email protected]
TEXT to Service: (833) 250-6588Business Response
Date: 03/11/2024
Hi *******,
We are sorry to hear the dealer you purchased this from is unable to get this resolved. I have escalated this to our appliance team to see if we can get an approval for some compensation for this unit not working. Once we have authorization we will reach out to you and update you on the details.
Business Response
Date: 03/22/2024
Hello there, *** with ****** APPLIANCE LLC reached out to you but you were on vacation. Here was his email to us. ****** is going to exchange this with you and awaiting your call as of last week.
Hi
I contacted her.
She is on vacation now.
Once she comes back, she will call me, and I can set a date and time for exchange broken ref.
***Customer Answer
Date: 03/22/2024
Hello,
It is correct that I am currently on vacation and did inform *** of this information. However, after thoughtful consideration, I thought a refund would have been better for me to avoid the same issues in the future.
Unfortunately, It seems obvious that a refund from the merchant is no longer an option. Therefore, I will contact *** once I am available so that I can accept the swap for the refrigerator after all.
However, I would like the merchant to please make sure that the refrigerator that I will receive is not defective like the one I have.Foremost, I would like to say thanks again to everyone, especially BBB! Thank you so much for your time, and assistance in resolving this matter. I greatly appreciate your efforts and fights on my behalf.
Sincerely,
******* *******Initial Complaint
Date:02/21/2024
Type: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 bought an outdoor element roku tv last April. the screen is deteriorating. the serial number was written on a sticker on the back of the tv and washed away day 1. I have put in a claim and they keep asking for the serial number. i keep sending the picture and they refuse to process my claim because they don't have the serial number. i have provided them with the receipt and they tell me its under warranty. they do not stand behind their product nor do they read their emails.Business Response
Date: 02/21/2024
Hi *******,
We have reviewed your case and will be approving a refund for the purchase price. Sorry for the inconvenience and our help desk will be in contact with you on the check details.
Customer Answer
Date: 02/21/2024
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:02/12/2024
Type: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.
On September 17, 2023, I started a warranty claim for an Element Outdoor TV EP400AB55R. I purchased it from ******* for $1,298. I provided all info requested, and on September 26, 2023, Element TV said they were issuing a refund, "We've determined the best way to assist with your in-warranty claim is to have your original unit recycled rather than returned to us."
Today, over 4.5 months later, I have not received the warranty refund. Instead, I get constant promises (over 32 emails) that the check has been sent and reissued and researched, with even promises to provide tracking that I have never received. I think the evidence suggest that they never issued the refund or reissued the refund on the numerous occasions they said they had (the U.S. mail or other services are not so bad to have every one lost). I also suspect that they are fraudulently making false statements hoping that I will go away. I want a refund now. Below are SOME HIGHLIGHTS of the false statements:
9/30/23: Element stated the check had been mailed, with reference info.
10/25/23: After my follow up, requested me to confirm my email to reissue the check.
10/27/23: Element asked me to give "UPS logistics" another week; stating tracking info is unavailable.
11/19/23: After my follow up, "We have mailed the check through regular US mail, it will be delivered within 8-10 business days."
12/10/23: After my follow up, Element asked for my mailing address AGAIN.
12/11/23: Element stated they've escalated to their Finance Team.
12/19/23 and
1/15/23, and
1/28/24: After my follow ups, all three times Element said they are in "contact with the teams" and will notify me ASAP.
1/29/24: Element stated they'd share check detailed by end of week.
2/3/24: After follow up, Element stated they've "escalated this issue"Business Response
Date: 02/16/2024
Hi *****. Sorry to hear about the long delay for the check. The check details in your case have been cashed, however the amount does not reflect the correct amount. We have finance team sending in a picture of the front and back of the check that was cashed on 10/11/2023. We think we just closed out your case with the wrong check details. Once we get confirmation, we will issue a check right away. We will be in touch.Business Response
Date: 02/21/2024
Hello *****, new check number is ***** and mailed out to you on Monday - 2/19/24.Customer Answer
Date: 02/26/2024
I have received the warranty check. Thank you for the resolution. I wish it weren’t so painful but we got there.Initial Complaint
Date:01/22/2024
Type: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.
This company refuses to work with a disabled person that's homebound. I have been asking for help since Nov 2023. Now the company is demanding I take this tv to Grand Rapids for repair. I am disabled and homebound. I cannot drive or leav my home. Element Electronics knows this info. They REFUSE to send a box to return TV and a printed shipping label to me. They have REFUSED to REFUND our hase. The product was advertised to have a stronger signal than other TV's. It doesn't even bring in 1 channel from my antenna. My old TV GETS 14 channels. The company REFUSES TO WORK WITH DISABLED PEOPLE. I CANNOT leave my home and have told them this. I followed their instructions rebooting tv. Same problem. Now the company DEMANDS and hat I take this TV to a repair place over 60 miles from where I live. I have told them I have no way to do this. THEY REFUSE TO SEND ME A BOX AND SHIPPING LABEL. HAVE REFUSED TO REFUND PURCHASE. I'M SO UPSET. I'VE TOLD THEM SEVERAL TIMES I CAN'T BUY A BOX TO SHIP TV. THERE ARE NONE AVAILABLE. THEY DEMAND TO TAKE THIS TV TO GRAND RAPIDS. WE ARE AT AN IMPASSE. THE TV DOESN'T BRING IN IN ANY CHANNELS. IT'S WORTHLESS. THE WORST TV I HAVE EVER OWNED IN 72 YEARSBusiness Response
Date: 01/29/2024
Hello there, we are so sorry to hear all the issues you are having with your TV. However, you do not have to send the TV back, we have already shipped you a replacement. Replacement Shipping Method -UPS
Replacement Tracking Number -******************. Hope you enjoy this TV and if you have any issues on the replacement, please reach back out to us.
Initial Complaint
Date:01/02/2024
Type: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.
on 1/22/21 i purchased a element tv and sent in all the product info within the first week. and now as of today it stopped working all together. and now they are asking for email of this but cant find it but i have a file i kept with all my information. this isnt my fault when i called its now not showing up when i did this like within a day of purchase. now i am getting the run around about this issue with the warranty.Business Response
Date: 01/03/2024
Hello there, we are sorry the TV is no longer working. I have reviewed the case details and confirmed the TV was purchased on 11/22/2021. This is confirmed by the receipt/proof of purchase that was provided and warranty expired on 11/22/2023. This unit is out of the 2-year warranty terms.Initial Complaint
Date:12/13/2023
Type: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 brand new TV from them… It had two black lines down the center of it. They couldn’t replace the TV so they agreed to refund me my money.
But they will not include the sales tax as part of the refund. Every business I’ve ever dealt with, has always included sales tax as part of their refund. This must to be wrong.Business Response
Date: 12/14/2023
Hello there, this can be confusing but when it comes to refunding the customer when it is outside of the retailers return window. We are the manufacture and refund the retailer's sale price since it is outside the retailers return window but within the manufactures warranty. Since we sell directly to the retailer, and taxes vary from every state and even counties, this is not refunded by the manufacturer. However, you can go back to the retailer and see if they are able to refund the taxes for you.
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