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:04/06/2023
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.
Hi, About four months ago, I bought my TV, and at first, I had no trouble setting it up. However, more recently, it seems that my TV has some vertical lines on it. The TV was not altered to have this effect. When I unplug the TV, it quickly starts up again with normal television and no screen flaws, but as of right now, my TV seems to have ongoing issues. Second, I called your company's customer support line to revive assistance, but nobody picked up. As a result, I left a total of eight messages. With a No help ?
Business Response
Date: 04/06/2023
Hello there,
Sorry, we have not connected. After reviewing the number, we did call back on 2/26 and see the new voicemail from 4/5/2023. We will reach out to the team and have someone contact you.
Requester Group
N #1964260 Voicemail from: Caller +1 (786) 3XX-XXX2 Yesterday 18:55 Yesterday 18:55 Caller +1 (786) 3XX-XXX22 Support
C #1890401 Voicemail from: Caller +1 (786) 3XX-XXX2 Feb 21 Feb 26 Caller +1 (786) 3XX-XXX2 Support
C #1890319 Voicemail from: Caller +1 (786) 3XX-XXX2 Feb 21 Feb 21 Caller +1 (786) 3XX-XXX2 SupportCustomer Answer
Date: 04/06/2023
Complaint: ********
I am rejecting this response because: I’ve received a follow-up email, but no response has been made I also have received a call, but I have not gotten any update regarding the issue.
Sincerely,
****** *******Business Response
Date: 04/07/2023
Hi there. We have received the information yesterday and we will be processing a refund. We should of your check details emailed to by 4/12/2023.Initial Complaint
Date:04/03/2023
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 purchased an ONN tv from ******* in November. In December, the TV had a black screen and would not turn on. I contacted Element Electronic for warranty and was advised to take tge tv to a repair shop in Fayetteville, NC, approximately an hour from me. I took the tv in and a week later, the repair shop called and said it could not be repaired. I had to drive another 2 hours round trip to pick up the tv. Then i was advised by Element that i had to ship the tv back. I had to pay a good amount of money to have the tv boxed as i no longer had the box. Element confirmed that they received the tv March 1st. I was told in an email that i would receive tracking for the replacement TV in 2 to 3 days. Never got it. I emailed and was again told 2 to 3 days. Never got it. Then i called and was told they didnt have any tvs in the warehouse and i would get a replacement the following week. Never got it. Called again and this time i was told my tv was being shipped as we speak and i would get tracking info in 15 to 20 minutes. Never got it. I want my money refunded. Ive read other reviews and the same thing has happened to other people. Im not confident the replacement tv would work for any length of time, and i definitely am not falling for another " youll get tracking info soon" story. I also would not want to have to deal with Element for any further warranty. They lie over and over do not honor the warranty.Business Response
Date: 04/03/2023
Hi there,
We are so sorry it has taken so long, we are having to receive in the inventory from last week to this week. We should have tracking to you by 4/7/2023. Again, sorry for the long delay and that UBIF could not resolve your issue the first time.
Business Response
Date: 04/05/2023
No problem - we will issue a refund verses a replacement. Please allow 7 - 10 business days to receive the check details. We will get this started right away.Customer Answer
Date: 04/05/2023
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:04/03/2023
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.
the refrigerator was purchased in December. Shortly after purchase it quit working. Called *****s (retailer) to have it repaired. *****s advised us we needed to call Element. For 2 months we have been going back and forth with absolutely NO resolution. For over 2 months they have been promising text messages and answers but Have never stood behind their word! Our case number is ******* if you care to review. I would be ashamed of customer service. You will be amazed at the runaround. of course all these calls are recorded. I am hoping for a resolution to this Asap!Business Response
Date: 04/03/2023
Hi ****,
We just sent an email asking for your Proof of Purchase/Receipt. We can have our appliance team reach out to the retailer/dealer directly to get you support.Initial Complaint
Date:03/27/2023
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 purchased a very nice television 70in Roku Element, march of 2022 and it went out exactly a year later. I barely even utilized it because it was setup in the family room and we travel a lot. I turned the tv on YouTube to play music while getting in the shower, got dressed and left. Came back home and wanted to watch a movie on this television because it’s Roku and it had a black screen ONLY! You can hear as the buttons are being pushed but the screen is black! I researched and this particular brand has thousands of complaints about the same issue! It needs a recall immediately! I contacted the company tons of phone calls during my warranty period leaving VM and no one ever returned a call. They hang up and act like they are transferring calls! I started emailing and now they are saying I missed the warranty date, it is because of them NOT responding and blowing me off! This is not ok! I am seeking refund or replacement. You can not sell known faulty products and then avoid the consumer. It’s a deception to the consumers! They need to get fined/recall/and shut down for stealing people’s money knowing they are selling defective products! Matter of fact I don’t want a replacement because they don’t communicate or have integrity. I need a refund.Business Response
Date: 03/27/2023
Hello ****,
We are sorry to hear that the TV is no longer working and went completely black. We have escalated your case to the warranty team to process a repair, if there is not a repair location close they will offer you a refund. Please email the Proof of Purchase/Receipt of the TV. We will be in touch.
Customer Answer
Date: 04/07/2023
documents are attachedBusiness Response
Date: 04/07/2023
Hello there,
Thank you for sending the information via BBB. We have uploaded your address and pictures. All we are needing is the receipt/proof of purchase to issue your refund. Please send that information as well.
Initial Complaint
Date:03/20/2023
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.
On 11/21/22 I purchased a 50" Class 4K UHD (2160P) LED Roku Smart TV HDR from *******. The TV was a Christmas gift for my son. After approximately 2 months, the TV developed a vertical and horizontal crosshair line in the middle of the screen. Nothing was done to the tv to cause this to happen. It appeared when my son turned the TV on one day.
I completed the online registration for the product within 90 days of purchase which extends the warranty from 1 year to 2 years per the manufacturer. On 02/18/23 I contacted customer support and spoke with Noha via email. He asked that I provide my name, phone number, a copy of the proof of purchase, a full screen photo of the front of the TV while it was on and a full screen photo of the back of the unit including the serial and model number, and my shipping address. I sent several emails back and forth until I received written confirmation that they were satified with what I provided.
Since that time I have called many times and emailed them many times asking the status of my warranty with the TV. They have stated on many occasions that they are in the process of shipping it to me, however this never occurs. They say that I will receive shipping information in my email, however this never occurs. They even sent me an email asking that I discard of the current TV that is malfuncioning by giving it to best buy or finding a TV recycling place.
Although I have not recorded all the names of the many people I have talked to on the phone, the names of those I have emailed are as follows:
Noah, Walter, Randy Lewis, Dennis, Vincent and Joseph. I have a fairly long email chain with the written side of communication which essentailly keeps pushing out the dates for me to receive shipping information.
All I want is for Onn Tv (Element Electronics Company - the company who makes Onn TVs) to honor their warranty and replace or refund me my money.
TV purchase price = $148.00 before tax / $161.04 after tax.Business Response
Date: 03/20/2023
Hi ****. So sorry for our delays. We have reached out to the warehouse for tracking information. As soon as we have it, we will send it right over to you.Initial Complaint
Date:03/17/2023
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.
On April 2022, I purchased a vacuum from *******.com. I had some health issues and I could not open the vacuum until Jun 2022. When I opened the packaging, I realized that I did not have the paperwork (instruction, warranty, etc) as well as two wands/attachments. I have called numerous times to Elements Electronics and no one will assist me. I just would like the paperwork and the two attachments.
Vacuum Details from *******.com
Element Electronics TurboExtract Bagless Upright Pet Vacuum Cleaner with LED Headlights and Pet (H)air Brush (EV01AB96GB)Business Response
Date: 03/23/2023
Hello *********,
We are so sorry this case has not been resolved. We will reach out to our warehouse and see if they have the parts you need. We will get back to you by Monday to let you know if we do or do not. If we do not have a replacement or parts, we will get you a refund. Again, we apologize for this delay.
Initial Complaint
Date:03/15/2023
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.
Hello. I purchased an Element refrigerator on 7/01/2021. I registered for the warranty on this item. Recently the circuit board went out on it. I called a repair tech to see if it was an easy fix, unfortunately they are unable to even get the boards. I reached out to Element to start the warranty process. I talked to a very rude customer service agent that was not empathetic or not willing to help. He stated that he sent my complaint to his supervisor and I would hear from him in 24 hours... I did not. He also stated that I would hear from Element for next steps in 3 business days I did not. I have an infant that my wife solely pumps for, my child is also on medication that needed to be refrigerated. I did not have time to wait for Element to reach out. I had to purchase a new fridge. I still have not heard back from them and have reached out again and have been given the run around. There needs to be a resolution.Business Response
Date: 03/15/2023
Hello *******,
We are not finding any information within our system by email or phone number. We are going to need more information to help you get the support needed. Please email [email protected] with the following information:
1. Model Number
2. Serial Number
3. Retailer where the unit was purchased.
4. Proof of Purchase/Receipt
5. If you can include the brief description of what the issue is with all mailing information that would be great.
6. Email of successful registration.
Look forward to getting you the right support to help resolve this.
Initial Complaint
Date:03/07/2023
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.
On 09/28/22, I bought the TV from *******. Around 02/10/23 the TV began to go out & malfunction. I contacted the company for the warranty to be applied since it’s under warranty. I was promised a refund for the purchase price in an email. This email states that my check would be ready the following Tuesday 02/21/22. I never received the check and my calls are now getting ignored. Please help me with this company and if there’s anything else that you think I can do for this issue please let me know. Thanks BBB, I pray that you have a blessed day!Business Response
Date: 03/08/2023
Hi *****,
We are so sorry for the delay, you are on the refund issues list but we have recently moved to a new accounting and inventory system. We are currently catching up the back log this week of 3/6 and into the next week. Once we have the details of the check we will email them to you as soon as we get them. Again, so sorry for our delay but you will receive your check in the next 7 - 14 business days.
Customer Answer
Date: 03/13/2023
Complaint: ********
As you can see, this company is again refusing my request for the corporate office telephone number and contact information. Not to mention my refund that they promised me last month.
Sincerely,
***** ********Business Response
Date: 03/15/2023
Hello *****,
As we have moved systems, we are still issuing the backlog of checks. Your check has been issued today and will be placed in the mail, check number *****.
Initial Complaint
Date:03/02/2023
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 purchased an Element 65 inch roku TV on november 25th 2022. it was a black friday sale. after 2 months I started to notice the right hand side of the screen was going grey. i contacted Element, they had me send pictures of the screen, front and rear of TV with model and serial # and proof of purchase. after they recieved requested info they set me up an appointment for a repair. they said if if could not be repaired the tv would be replaced, and if my tv was no longer available i would get a comparable one would be provided or a refund. when I took my TV to ubreakifix repair facility they told me they do not repair TV,s!!?? i spent an hour and a half of my day going to the repair shop. when I got home I emailed Element again. they replied with Thank you for contacting the Element Electronics Customer Experience Team! We appreciate your time and patience, please accept our sincere apology for the inconvenience caused.
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. I dont think it is fair that they will only refund me the purchase price, they should honor the warranty with a new TV or the value of the TV. the purchase price will not even buy me 32 inch TV!! my case# is EU- ******* if this helps.
i dont think it's fair that they wont even try to repair it.Business Response
Date: 03/08/2023
Hello *****,
We understand you are requesting a replacement, and not a refund. It can be a bit frustrating and confusing; we get that and for that we apologize. We also cannot control the selling price of our individual retailers. They are 100% in control of the sale price to you, the end consumer. We will honor the warranty and refund you what you paid for the TV at the time of sale.
Our warranty comes with several options that is based on the approved warranty processes. This warranty will be honored and issued as a refund. We will honor our warranty process listed below, start at 1. Shipping a replacement is just not economically friendly currently in the market and for the environment
“1. WARRANTY SERVICE (Parts, Labor and/or Replacement): 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 customer must pay for all parts, labor and replacement costs associated with the Product, regardless of any defects in the Product.”Customer Answer
Date: 03/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19524961, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:02/27/2023
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.
Date of transaction 1 Nov 7 2021
Warranty should be good until Nov 7 2023
I registered my TV via email at the time of purchase, this guaranteed me an extended 2 year warranty on this item. Recently my TVs backlight has gone out leading to a black display. I have tried to contact the business by phone and email and have been getting the run around that my TV is outside a one year warranty and they are not acknowledging my 2 year warranty. My TV is in perfect condition and this item should not have gone out after 1 year and 3 months. I am requesting the company acknowledge my 2 year warranty per their warranty guidelines and replace my TV.Business Response
Date: 02/27/2023
Hello *****,
We are sorry you TV is no longer working. We see your case in our system and will have the team send you a refund. Our team will be reaching out to you in the next 48 hours. Thank you for letting us resolve this for you.
Customer Answer
Date: 03/01/2023
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.
Sincerely,
***** *****
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