Complaints

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

close

Find a Location

Element Electronics has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/08/2023

  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 this ONN smart tv in Novemeber of 2020, it sat unopened and untouched until 2 weeks ago on August 24th 2023. My parents were doing some remodeling and had some issues with the electricity, then my mom got sick in 2022 and passed this January of 2023 from Cancer. I am living with my Step-dad and decided to set up the TV. It will NOT connect to the internet and won't even acknowledge that we have internet. When I called the first time I was told that it was a manufacturing defect and that I could get it replaced since that didn't have anything to do with the warranty. Then after calling back multiple times I am told that basically it's my problem because it's out of warranty time, even though it's still a BRAND NEW TV and should be working but isn't because of a MANUFACTURING ISSUE, in other words it was made that way but they are refusing to either replace/exchange or refund me so I can get a TV that actually works correctly.

  

  Business Response

  Date: 09/08/2023

  Hello there, our standard warranty is one-year and if register within 90 days it is two-years.  This purchase date of 2020 is well out of both warranties offered due to the date of purchase.  

  Customer Answer

  Date: 09/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Regardless of a 2 year warranty the TV was still brand new in the effect that it was NEVER opened and should have worked as it was supposed to when it was purchased. It does not because of a defect from manufacturing meaning it was nothing that I as the consumer did to the TV. I purchased a broken unuseable product.it is your responsibility as a manufacturer for this product and I will make sure that EVERYONE knows that you knowingly make faulty  electronics and then you refuse to do anything when the consumer calls you about it. 
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:07/12/2023

  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 purchase my tv February of 2022 thought it was a good tv to purchase up til recently the tv started glitching and flickering I was aware that customers only get one year of warranty I wasn’t informed of that until I called element electronics . Now they’re saying that they can’t fix it and that the warranty is a few months over a year . I’m very disappointed I didn’t expect to purchase a tv and have this kind of issue

  

  Business Response

  Date: 07/13/2023

  Hello ********,

  Sorry to hear that the TV is having issues at this time and is not working.  Yes, Element Electronics offers a one-year warranty.  Since this was purchased over 12 months ago, this no longer has the one-year warranty.  I will attach our warranty documentation that would have been in the box and is on our website.

   

  ELEMENT LIMITEDWARRANTY TO ORIGINALCUSTOMER
  LCD TV– 42 inches and above ScreenSize

  Models (the “Product”)
  This Product
  (including any accessories included in the original packaging) as supplied and
  distributed in new condition, is
  warranted by Element TV Company, LP ("Element") to the original
  purchaser of the Product (the “Original Customer” or “you”) against defects in
  material and workmanship (“Warranty”) as follows:
  WARRANTY SERVICE (Parts, Labor and/or Replacement):
  ONE-YEAR WARRANTY: Except as provided in subpart 1.B below, for a period of one (1) year from the date of the Original Customer purchase ("the Warranty Period"), if this Product or any of its parts are determined by Element or an Element authorized customer service provider to be defective in material or workmanship, Element will, at its sole discretion and option: (i) supply, at no charge to the Original Customer, new or rebuilt replacement parts in exchange for defective parts, (ii) repair the Product and pay the labor charges of such Element authorized service provider for same, at no charge to the Original Customer, (iii) replace the Product with a new or refurbished product of similar or better quality, at no charge to the Original Customer, or (iv) refund the original purchase price of the Product (excluding tax) to the Original Customer. After the Warranty Period, the Original Customer must pay for all parts, labor and replacement costs associated with the Product, regardless of any defects in the Product.

  Customer Answer

  Date: 07/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I wasn’t aware of the policy and not fare u guys tvs are defective I will like for it to repair 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:06/29/2023

  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 purchased an Element outdoor 55"4K tv model number ********** on December 25th. It was delivered to my house on December 28th. I purchased the extended warrantee with the tv also. The TV is mounted outside my house with a large overhang over it. The TV must have gotten moisture inside and the picture is lousey do to water stains inside the glass. I contacted the warranty company and they told me as the tv is not a year old and that it will be covered thru the manufacturer. I contacted Element on June 8th and started the process with them.They were very quick to respond at the beginning and asked me to send them pictures of the tv. I followed there directions and sent the pictures. They responded back asking me for a picture of the serial number. I sent a picture of the serial number again but it was not good enough for them as they put the serial number on the back of the tv on a piece of label paper. Who puts a piece of paper on an out door product. We all know what happens to paper in moist weather. several emails and phone calls back and forth to them explaining the situation. Finally I send an email asking for a manager to contact me. The manager contacted me on Saturday June 24th. He went thru all the documents that I had sent. He said he would take care of it and I would have a replacement email on Monday June 26th. Guess what no email. So I waited on and Contacted them on June 27th. They told me again that they just updated the claim again and I would receive an email in an hour. No email ever came. Today is June 28th and I called again. This time they said that they still required more pictures of the serial number. This is wrong. I asked the guy to read thru all the notes he finally came back after 5 minutes and said I would be getting an email or a phone call in a half hour. Enough is enough Please help me

  

  Business Response

  Date: 06/29/2023

  Hi ****,

  Sorry for the miscommunication, as of 6/28/2023 per our email - we will be issuing a refund for the purchase price of the outdoor TV.  Thanks for your patience.  Once we receive the check details, we will email that to you.

   

  Joseph  Yesterday 19:36(assign)

  Hi ****,
  Case # EU- 2053795
   
  Good news from Element Electronics Customer Experience Team!  
   
  At this time we do not have a suitable replacement, so we will be refunding your purchase price to allow you to purchase a new Element TV from a retailer near you. We are going to proceed with preparing your refund check, and we’ll contact you again with your check details within the next 14 days.
   
  Please give us a few days, and we’ll be in touch via email with further information.
   
  Case Number - 2053795
  Customer Name - **** ******
  Model Number - **********-g-_55__uhd_hdr_outdoor_roku_tv
  Serial Number - *****************
   
  All the best,
   
  Joseph
  Element Electronics Customer Experience Team
  888.842.3577
  [email protected]

  Customer Answer

  Date: 06/29/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:05/18/2023

  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 purchased an Element Electronics 55" 4K UHD Partial Sun Outdoor Roku Smart TV, Weatherproof (IP55 Rated), Tempered and Anti-Glare Glass (EP400AB55R) on 08.08.2022 from *******.COM as well as a 5 Year Protection Plan. The TV no longer works. It will not turn on at all. I have called ******* and they have told me that since the TV is less than a year old, we need to go through the manufacturer warranty for replacement. I called ELEMENT and they have asked me to provide them with pictures of the TV including the serial number on the back. This serial number is on a sticker that is on the back of an outside TV and being outside in the elements, the sticker has faded to the point the serial number is no longer visible. Since we are unable to provide the serial number ELEMENT has been unable to complete the claim. I have called ******* and they only include the item serial number on in store purchases and not online orders. I have called ALL STATE who is the provider on the extended warranty and they said without the serial number the warranty is null and void. No one is able to help me. I spent $1500.00 on this TV and protection plan thinking I had 6 years of coverage on the TV and it is broken in less than 1 year.
  
  I would like some help facilitating ELEMENT to send me the replacement TV I am owed. I should not be help liable for the serial number sticker to fade and fall off on an outside TV when it is not printed on weather proof paper. I have provided a Proof of Purchase and multiple pictures including the faded sticker. It is clear I bought this TV less than a year ago and at every turn I am given stall tactics. This is unprofessional and borderline robbery.
  
  Please help me get this resolved. I do not want to miss any more of the good weather without this outside TV. The Case with ELEMENT CUSTOMER SERVICE is # EU- *******

  

  Business Response

  Date: 05/18/2023

  Hello there, the team is working on finding a replacement.  We should be able to ship this out the week of May 22nd.  Once we have tracking information available we will let you know.

• Initial Complaint

  Date:05/11/2023

  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 TV less than a year ago, and it has a clear defect. There are lines running through the bottom of the tv screen, and where the defect is located, the tv screen is hot to touch, I am afraid it might be a fire hazard. I submitted a claim with Element and they told me to turn the tv off and do different trouble shooting exercises, after that I explained the trouble shooting didn’t work; it took them 10 days to respond, only with more requests for pictures and evidence. A TV screen should not be hot to touch or have lines running through it in less than a year. I need help getting them to replace their defaultly product, and I am sick of getting the run around. This is not good busines

  

  Business Response

  Date: 05/12/2023

  Hi ********

  Our customer service team is needing the following information below for us to process your warranty.  If you can send us this information it will be greatly appreciated.

  Hi Nicholasadawson,
  Case # EU- *******
   
  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 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,
   
  Bryan
  Element Electronics Customer Experience Team
  888.842.3577
  [email protected]

• Initial Complaint

  Date:04/24/2023

  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.

  My complaint is against Element Electronics. My 50 inch Element TV will not work at all. It started with vertical lines and then just quit. Won't turn on or anything. I have sent 17 texts to them and each time, they say they will get back to me within 24 hours, but never heard a word. I've called and out of 9 days of calling continously, I have only gotten to speak to two live persons who told me it's out of their hands and it's up with the complaint department. You are not allowed to talk to them. Please help. It was under the one year warranty, but now I'm 4 days past the warranty. I have all the texts from them giving me the run around and making me think they will help me. That was a lie. My case number with them is *******. It was $324.00. I truly trusted them, but I have since found out, they do not care about their cutlstomers

  

  Business Response

  Date: 04/26/2023

  Hi *****,

  We emailed you that we are needing one more picture to process the warranty claim and we will get this on Monday's order replacement list.  

  Customer Answer

  Date: 04/26/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/19/2023

  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.

  bought a set of "ONN" earbuds model #100005529 from ******* about 6 months ago, it stated ONN had a 1 year warranty, i tried to contact ******* about my issue and they told me i had to contact ONN, the only info for onn is warranty and repairs is handled by element electronics, i have tried to contact them several times regarding my issue and 0 response.. the issue iam having is the left earbud no longer charges and the case only charges to the 2nd led then shuts off, i was trying to see if i can send in for repair or get a replacement,

  

  Business Response

  Date: 04/19/2023

  Hi there, sorry you are having issues with your TV.  We have no records of you calling or emailing into our onn. TV or Element Electronics support channels.  We will have a team member reach out to you in the next few business days.  We will be in touch.

• Initial Complaint

  Date:04/14/2023

  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.

  Refund all my money or replace the tv with a new one. My tv was purchased in January 2023 and it stopped was at the beginning of April 2023. It has a warranty and they are making it very difficult to honor the replacement. First they wanted reset, then pictures, then a place over an hour away, then *** to ship it and *** does not ship TVs. Everything has been email and this waiting game.

  

  Business Response

  Date: 04/18/2023

  Hi ******,

  On Friday we sent an email to have your TV returned and we will send you a replacement TV.  Please see our instructions from our email sent on Friday.

• Initial Complaint

  Date:04/12/2023

  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.

  On 12/02/2022 I purchased Model: 42" 1080p FHD Roku TV / Serial Number: *****************. I purchased this television from *******, please see attached receipt. On 12/3/2022 I registered, and activated my two year warranty. On 3/30/23 I started a claim, because the red light on the television keeps blinking, this is the sign of a failing motherboard. Since starting my claim, Onn, *******, ********* & Element Electronics refuse to honor my warranty, they continue to place obstacles in my way. I have sent the requested pictures, and video, now they say I must physically take the television to a ******** repair place. The manufacturer should send someone out to pick up this television. I tried to return the television to *******, however they said the 30 days have passed. *******, Onn, *********, and / or Element Electronics need to scrape their money together, send someone to pick up this television, replace my television; Or refund my money!

  

  Business Response

  Date: 04/12/2023

  Hello there, we see your case details and that you are unable to go to the local repair store.  We will get you on the replacement list.  Once we have the details we will email them to you.  We should have the tracking number within 10 - 14 business days.

  

  Business Response

  Date: 04/26/2023

  Hi there,

  We have sent the refund check out to you.

   
  Case Number: *******
  Check Number:XXXXX
  Check Amount (USD): 158
  Mailing Date: April-24-2023

  Customer Answer

  Date: 05/01/2023

  
  
  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.

  I would like to thank the BBB for helping me! 

  Thank you to Element for the refund!

  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:04/10/2023

  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.

  Bought a ONN 42" 1080p roku tv in December from my local *******. Watched it maybe 6 times and tv stopped working. Called roku for support help wasn't able to help, had me contact Onn support couldn't help either. They sent an email to ship it to a place in New Hampshire for repairs. Told me they needed certain info so I emailed that info. They emailed back a shipping label to Winnsboro SC instead for a full return in 7 business days. shipped back next day. They haven't refunded my money or replaced the tv, just giving an email they are waiting on the warehouse, when my local ******* keeps putting them on the floor for display. Now when I contact them I just get a response on we are working on your case #*******. So in the meantime I no tv and I spent $160 to look at my wall. They haven't made any attempt to contact or resolve this in any way.

  

  Business Response

  Date: 04/12/2023

  Hi there, we are so sorry this took so long.  The warehouse has allocated your replacement and will be picked up this week and shipped.  Here is the UPS tracking number - ** *** *** ** **** ****.  Again, we are so sorry for the long delay.