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

  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

• 

  Element Electronics

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

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:02/16/2023

  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 bought tv November 2022 at target for Black Friday and I registered it it December 2022 and it added an additional 2 years warranty. It started getting black screen November 2022. I called and the company advised me to unplug and reset etc and I got the pic back but it continued to go dark and now it’s totally dark. I called the company and they refuse to do anything. The tv is new and should have not malfunction within the year. I have an element that is 13 years old and still working.someone incorrectly manufactured this set and I need help.

  

  Business Response

  Date: 02/17/2023

  Hello,

  We are so sorry the TV is no longer working.  We will have a team member reach out to you and process a refund.  We will be in touch.

   

  Customer Answer

  Date: 03/01/2023

  I have not been contacted for refund or repair 

  
  

  

  Business Response

  Date: 03/10/2023

  Hello there, 

  Looks like this is a matter of timing as we have received your receipt of the purchase prices.  The team will be adding this into the refund log and as soon as they have the check details they will email them to you right away.  This should take about 7 - 10 business days.

• Initial Complaint

  Date:02/09/2023

  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 Roku TV 40 inch from ****** in September 2022 for my daughter's college room dorm. The TV has stopped working (there is only a red light on only), I have reached out to Elements and was given the run around about repairing the TV and taking it to ********** and if it isn't able to be repaired then I will be given a refurbished TV. I did not purchase a refurbished and I do not want a refurbished. I am now having to go out and purchase a new TV, spending more monies. The TV isn't even 6 months old and already out!!

  

  Business Response

  Date: 02/14/2023

  Hello *********, we have reached out to our customer experience team.  They will issue and honor the warranty by a refund.  Once they get the check details they will be emailing you all the details of the check.  We are sorry to hear the TV went out and we will get you the purchase price sent back out to you.

  Customer Answer

  Date: 02/15/2023

  
  
  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 know when the refund will be mailed.  
  
  
  
  Sincerely,
  
  
  
  ********* *********

• Initial Complaint

  Date:02/09/2023

  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.

  In November of 2021, I purchased a 50 inch Roku TV. The purchase price was $334. The TV was purchased for my vacation home, which means that the TV would be used occasionally, and not on a regular basis. Since we manage to get to our home maybe once or twice a month for a long weekend the TV had very few hours of actual use on it. So you can imagine my surprise when, in December of 2022, the TV display started to have problems. Certains sections of the screen would “white out”, followed by a few minutes of good performance, and then another section would act strangely.
  Since I had registered my TV with Element, I had a two-year warranty on the unit. So I went to the website to register my concern. I entered my e-mail address, my personal information populated the claim form, including the TV model, place and date of purchase and the serial number of the TV. I described the problems and awaited the follow up email.
  What followed was an unending chain of emails - most written by robots apparently - asking for photos of the TV front and back (provided), purchase information (provided) and detailed descriptions of the problems. These requests were followed by a rejection, claiming the TV wasn't properly registered even though I was able to provide the follow up emails received upon registration asking me to review the product - not once but twice.
  
  If I didn’t register the TV, then how did Element Electronics get my email address and how did the company know exactly what item I had purchased. To humor myself, I decided to conduct an experiment. So, on January 12 of 2023 I decided to “re-register” my TV with Element, just to see what happens after a product is registered. And, what do you know, on January 17, five days after “registration”, I received an email asking for my “help” by reviewing the TV. .
  
  I have since written to the president of the company and still have not received any follow up correspondence or a phone call.

  

  Business Response

  Date: 02/14/2023

  Hi ******.  We have your case in our system and the team is working to honor the warranty via a refund.  They will be reaching out to you here with in the next few days.  Once the check is on it's way, they will share all the details via email.  Please be on a look out for our customer service email.

  Customer Answer

  Date: 02/15/2023

  
  
  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:02/03/2023

  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 an element 7.1 cu feet top freezer refridgerator model: EUFM71001AS August 19th 2022 for $249.00. This fridge comes with a one year warranty two if you register. It broke January 25 2023 just a few days past 5 months of owning it. I contacted element electronics by phone and left a message since no one answered and by email. I got a response back to bring it back to the store by email, the store said they could not take it back after 90 days. I have been trying to contact them since about what to do with no replies back. I go by email now because when I tried to call no one answered, when my husband called someone answered and said that he would get a call back which never happened. I've gotten to the point of begging for an answer since this is my only fridge I've had to have my food in coolers and have had to throw away a lot of food. I explained by email and asked that if they could not assist to send a managers number or contact and nothing ever came about no replies since January 26th.

  

  Business Response

  Date: 02/06/2023

  Hello there.  We are so sorry for the delay.  We will get a refund issued right away.  We will send you the details of the check once they are available.  We will be in touch.

• Initial Complaint

  Date:01/27/2023

  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 55" Element Roku television (Model EA4AA55R) from ******, **** **** **, Vero Beach, FL 32966 on November 6, 2021. I paid $299.99 plus $21.00 FL Tax. The television started to have problems in October 2022 (less that a year from the date of purchase with lines on the screen at top and bottom and no picture on the left side of the TV). I was out of town on business and my wife did not want to call Element as she did not want a repairman in the house while she was alone. I returned at Thanksgiving and by that time the TV had become considerably worse. I called Customer Service at Element and was told how to reset the TV, which I did, but the problem was not corrected. Again I phoned Element and was told the TV was out of warranty and that I should contact a local service company to get it fixed. The TV continued to get worse and I received an email from Tony, the Element rep, requesting that I send screen shots of the TV, the model number, S/N, etc, which I did. On December 28, 2022 I received an email stating that my request 1791544 had been received and is being reviewed. I responded on January 4,2023 stating that the television had stopped working completely. I have heard nothing from Element since that time and they do not respond to repeated phone calls. I have since learned that this is a repeated problem with Element TVs and that the company does not provide good or timely service or refunds. I have owned televisions in the past that have worked well for over 10 years. To have this TV fail in less than a year is not acceptable. I would like either a replacement, repair or refund from this company.

  

  Business Response

  Date: 01/27/2023

  Hello *******,
  We would like to finish processing your claim.  On 1/12/2023 we sent an email needing the picture of the back of the TV where the serial number is.  If you can email the team with the picture of the back of the TV we can finish processing this claim. We received four pictures of the front of the TV.  I will attach the pictures we have received in this case.  Once we get this picture we can finish the warranty process.  Thank you.
  BryanJan 12 16:20(assign)
  Hi *******, 
   Thank you so much for reaching out to the team. We apologize for the issues you are facing with your Element product. 
   Please provide us with the serial number which is located at the back of the TV 17 digits alpha numeric characters . 
   Bryan
  Element Electronics Customer Experience Team
  888.842.3577
  [email protected]

• Initial Complaint

  Date:01/25/2023

  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 bought my element tv 1 year ago my screen went black a month after the warranty was up. I called and was told there was nothing that could be done because my warranty expired I disposed of the 65 in tv. I purchased another tv but smaller in size because that's all I could afford and this tv now has a black screen it shows the red light is on but no picture or sound

  

  Business Response

  Date: 01/25/2023

  Thank you for taking the time to
  provide your feedback. We are truly sorry to hear about your experience and we cannot find you in our system by email, phone or first/last name.  You may not have reach out to us.  Element Electronics carefully design and engineer our TVs to give our
  customers years of entertainment. We would love the opportunity to
  investigate this for you and come to a resolution. We would like to gather more
  information to see if we can isolate what is occurring. Please reach out directly to our support team at [email protected] – text
  us at 888-842-3577 – or chat us www.elementelectronics.com. 

• Initial Complaint

  Date:01/23/2023

  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 TV on Oct 23, 2021 and paid $359.99 for the TV. I registered the TV about a week later on the Element Electronics website, which extended the 1 year warranty for the TV to a 2 year warranty. After registering the TV, Element Electronics sent me emails asking me to review the product. During the first week of January 2023, I turned the TV on to see that the picture had vertical and horizontal lines running through it. I contacted their customer service team and they ran me through some steps to try to resolve the issue, however the problems with the TV’s picture remained. I informed the Element Electronics team that I registered my TV so it was still within the 2 year warranty period. They asked me to provide the email address I used when registering the TV, which I did, and they told me they couldn’t find any record of me registering the TV. I informed them that I was certain that I did register the TV and whether there was any other information I could provide to help them locate the product registration information. I was eventually directed to provide information for a warranty claim and received an email back stating my TV was out of warranty and I would need to reach out to a repair technician on my own. I wrote back and I told them that I did register the TV and it was still under warranty and if they couldn’t find my registration information, I could only attribute that to poor record-keeping on their end. Since then, I’ve been passed between 5 different customer service representatives who keep going around in loops asking me the same questions and I’ve repeatedly provided them the information they requested and asked for this matter elevated to a supervisor to no avail. All I want is for Element Electronics to honor the 2 year warranty that was granted to me when I registered the TV and either repair it or replace it. My case # with Element Electronics is *******.

  

  Business Response

  Date: 01/25/2023

  Hi and thank you for reaching out.  Our system does not have record of your registration.  We have reached out to the warranty team to resolve this claim for you.  They will be reaching out and in touch.  We will try to see if we can get this TV into a repair shop if close, if not we will issue a refund.

  Customer Answer

  Date: 01/26/2023

  
  
  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:01/10/2023

  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 a television made by Element and it came with a warranty. I filed a claim on the warranty. After weeks of emails, I was told to take the television to a repair shop in November. I then received an email stating that the television was unfixable even though it had not been taken to the repair shop yet and I was told that I would receive a refund. After a week or two of waiting I was told that the check was mailed to me on November 20th. When I inquired about it after having not received a check, I was told that they were getting in touch with the financial department as to when I would be receiving a check. I explained that I have an email saying that the check had been mailed to me on the 20th of November and as of January 9th, I still had not received it and that it sounded as though the check had never even been sent. I have been jerked around since October regarding this issue and I either get ignored or I get repeat email stating the exact same thing. I need help and getting my refund through the warranty department of element electronics. I do have all emails regarding the situation if those are needed. Thank you so much for your help. I have enclosed screenshots of three of the responses but I have at least 50 emails if you need them.

  

  Business Response

  Date: 01/12/2023

  Hi ******** we have not received this check back from USPS.  We will stop payment on this check and reissue another to the PO Box that was provided.  Once this takes place we will email you back with the check details of the new check.

• Initial Complaint

  Date:01/09/2023

  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 70" Roku TV in Nov of 2020. In October of '22 the screen went black, and could only hear the volume. After following all instructions to troubleshoot, nothing worked and I contacted the company. I sent I proof that my TV was registered b4 the 90 days and the warranty was extended to two yrs.... one of the first agents I had correspondence with, was rude and tried to tell me I was out of warranty... why would I reach out if that was the case?? After jumping through hoops, supplying all the pictures, (for proof it's not working), taking the TV to ubreakIfix, 25 mins from my house, just to be told they no longer work on TVs and this company continues to send ppl with big TV's for repairs that cannot be done by them. By this time, it's now mid November!! I emailed AGAIN and was granted a refund. Received an email with the check info, only to find out, it was sent to an old address. I again emailed to ask why NO ONE verified my address, especially since the second email, clearly stated I MOVED!! I have been emailing for weeks and still nothing! I keep getting the response, we are working with our finance team to have the check reissued... I have worked for banks and at my current job, it has NEVER taken 6-8 weeks to stop a payment and reissue the check... I finally asked to have a supervisor call me, just to get an email saying, " called customer no answer". Yet, I have no missed calls or a VM from anyone.. ATP, I'm fed up and have been without a TV for months. I gave my correct mailing address, literally have over 50 emails and still no check!!! Extremely poor service and according to the other reviews maybe they just need to close up shop. I will definitely purchase an extended warranty due to this whole unnecessary situation.

  

  Business Response

  Date: 01/12/2023

  Hello ******,

  We are sorry that USPS returned the check back to us.  Our accounting team is mailing the check out to the correct address that was given to us today on 1/12/2023.  Please let us know if you do not receive this check by the end of January.

  Customer Answer

  Date: 01/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The fact that it took me to file a complaint to get my refund is crazy!! To say the check was just returned, 2.5 months later is ridiculous, when all it takes is a stop payment to be placed.. Then to blatantly lie, and say you just received the correct address, when I said I moved ... Hence why I screenshot the emails. Although, I do appreciate finally having my refund sent, I will not purchase any other electronics from this company, no matter how good of a deal.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/28/2022

  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 50 inch tv from ****** and almost an exact year later the TV started showing lines on the bottom. It has never been moved or dropped from its tv stand. The company asked for pictures and videos which i provided. They then told me to “recycle” the tv and the would send me a refund check. I was happy about this when they said it back in October 2022. It is now December 2022 & they claim they sent a refund check but i have never received it. Everytime i call there is no one who can answer my questions, all of them say that this is being expedited and they put me on the priority list.
  
  No manager has called me back, no one will void this so called check and send me another with a tracking number. This is stealing and extremely fraudulent.

  

  Business Response

  Date: 12/31/2022

  Hi there.  Sorry for the delay of getting another check sent to you.  We have verified this case is in front of our accounting team and should be sent the week of January 2nd, 2023.  As soon as we have all the check details we will email them to you right away.  Thank you for your patience and we will get this out to you.

  Customer Answer

  Date: 01/03/2023

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

  I made this claim in October 2022. I was told that the check was mailed November 27 2022. I have never received the check and the company refused to cancel the first check and expedite another. Checks do not take 3 months to get to the customer. This is fraud that i’ve been “granted” a refund for a broken tv under my warranty and the company is refusing to pay me. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 01/12/2023

  Hi ******,

   
  Here is the second check update.
   
  Case Number: *******
  Check Number:  50XXX
  Check Amount (USD):  $XX.XX
  Mailing Date: 01/06/2023