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:11/10/2022

  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.

  11/22/20
  Bought a 70 in rouku element tv Nov of 2020 and a red light is blinking about 1 month ago..model number E4aa70r.. They seem to have a defective part item reading the reviews of the same TV..I did register the TV for 2 years but its a bunch of nonsense what you have to go through with their so called customer service which is very hard to get them. The tv is blinking a red light and will not power on. I did all the troubleshooting problems and nothing worked. I've been contacting customer service for days and no response. I was told it will be a 3 mins wait which needed up to be a 20mins hold time. I was then transferred to a voicemail line. This product was registered and still under the two year warranty. I want a refund on my TV of 299.99 Plus 21.00 tax see receipts attached

  

  Business Response

  Date: 11/15/2022

  Hi ***,
  
  
  
  Sorry to hear the TV is no longer working. One of our team members will work with you on the warranty process. We have been waiting to receive the registration confirmation email. We will help work though this if you have not been able to locate it. We will be in touch.

  Customer Answer

  Date: 11/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Element Electronics They have my email ..

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this 65" Roku TV on November 26, 2021. In July 2022, the screen went black while sound can still be heard (sometimes). I tried all the troubleshooting as recommended, but it still doesn't work. I have tried calling a few times, but never get through to a customer service rep. I leave a message but don't receive a response. I'm running out of time on the warranty, and would like this TV either repaired, replaced, or refunded ASAP.
  

  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Hi *******. We see your case in our system and will have a team member reach out to you to assist in processing the warranty.

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called Spectrum Cable re: setting up for **** and other stream channels. SPECTRUM gave me the number to call Element. Left 10 messages, been on hold for 20 minutes..no response
  

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Hello *****,
  
  We will have someone reach out to you. We have recently had higher call volume than normal. We will for sure have someone reach out - we will be in touch.

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an 50 4K UHD Tv on 11-14-2020. Two months ago the tv stopped working and showed a black screen. I reached out to ONN Support several times and was unable to speak to anyone to be sent to voicemail. I left several messages and still no call back. I reached out to ONN Support via email on 09-20-200 to advise them about my Tv no longer working. The emails went back and forth from day to day being mislead by different representatives. I first started out with the troubleshooting that was recommended but didn't resolve my issue. I advised the support team via email and then was asked to provide a receipt.In the past two years I purchased 2 Onn Tvs and I thought that I had lost the receipt.After going to ******* and speaking to management whom advised me that in order to reprint a receipt than they would need the date of purchase and exact register # of purchase. I contacted ******* online services who could not locate the receipt either. I began to search and finally found the receipt after following the steps that was asked of me to complete the warranty claim. I was told to contact a local repairman. Then I was told that they had contacted ******* and that ******* would be able to help me with a copy of the receipt. After driving back to ******* only to be told by management that they had not been contacted by anyone, I emailed ONN Support to see who was contacted at *******. I never received a response. After uploading the receipt, I was emailed by Vincent that the Tv was out of warranty even though the Tv was registered previously after purchasing before the 90 days and that the case was closed. I called ONN Support and left a message and which Axel returned my call. He did let me speak to a Supervisor because he stated that he could handle the issue because he had my information in front of him and that the Supervisor calls are usually lengthy in time. He stated that he could not find when the Tv was registered within 90 days after purchase date.
  

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/21) */
  Hello there, sorry to hear the TV is no longer working. It wasn't not registered within 90 days of purchase. However, we will reach out to you and process a refund of the purchased price of the TV that is having issues.

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an element 55 inch 4k uhh roku tv on 11/6/2021. I ordered from ****** and paid 299.99 plus tax.
  Over the last few months the tv started to get lines on the top and on the bottom. I tried calling the company many times the last two months. I have sat on hold and had to leave a message and never once got a response. Now the tv is starting to go black on the right side along with the lines on the top and bottom. Again I called the company had to leave another message. I also tried online chat with the company several times, it says connecting then just disconnects every single time. This company is supposed to provide one year manufacturer warranty. Well one year is next month for me and id like my tv fixed, a new one, or a full refund. Getting a hold of them is ridiculous and time consuming. Having a tv that is not working correctly for no reason, especially in less than a year, is horrible.

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/21) */
  Hi *******, we do see your registration case in our system and on 10/19/2022 we emailed that we are in need of the serial number on the back of the TV to finish registration. I will have someone reach back out to you to see if we can help get this information from you and prepare your warranty claim.

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 Element 55 inch televisions Model E4AA55R from Target on October 10, 2021 and both televisions has started glitching in and out at times and lines are also going across both screen's. Neither tv has had any damage to it at all and are in 2 different rooms in home, but both has the same electric issues. I contacted Element September 19th regarding this week's ago and it has been nothing, but back and fourth emails from the company regarding troubleshooting the tv's and sending photos to them. We've done all the troubleshooting steps which made no difference on either tv and the photo's Wow I've must've sent in around 30 photo's. I've provided proof of purchase, date and from Target, I've shown numerous photo's of both televisions on without physical damage but screen line's are there on both, I've also sent in both model and serial numbers. I own 3 other tv's that I've had in my home nearly 10 year's without any problems, but I've had these less than a year and they already nearly out of service for good. I suggested to this company that they discontinue selling these tv's it's wrong to continue to do knowing they won't last a year consumer's deserve better. Than to request a million photo's of proof and troubleshooting steps knowing that these are damaged electronically to begin with is just wrong. I'm requesting a full refund for both televisions and I won't Ever purchase another Element tv!
  

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Hello *******, sorry to hear the TVs are having issues. We have reached out to our RMA team to ensure they get your refund sent to you.
  
  
  Consumer Response /* (3000, 7, 2022/10/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No I don't accept the response from the company. I've repeatedly told them that this is for 2 televisions and serial numbers ending in 2560 and 2570 with photo's sent as proof as well. From what I've seen it looks as though the company is sending out a replacement check for $330, but this should be for a total of $659. I've emailed them twice concerning this with no response and I have numerous emails starting from when I first contacted them that I purchased 2 televisions and they both has the same Issues not even turning on now! I also sent them another picture Again of the other serial number yesterday. They are making this situation hard to deal with. Why would the company replace 1 tv and not the other that's clearly damaged and they know that?
  
  
  Business Response /* (4000, 12, 2022/10/24) */
  Hi *******, we have your case details. We will have someone get on this right away and get the second check sent out to you this week.

• Initial Complaint

  Date:10/11/2022

  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.

  Company will not respond to me been trying to call to get warrant information about my electronics and no one has gotten back I wanna get this issue resolved before the manufacture warranty is off
  

  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Hi *********. We see in our system where you left us a few voice mails. We have your email address and the team will reach out to you via phone and email. Thank you for reaching out and we will be in touch.

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had bought element tv from *******. The remote was coordinating with tv. I called element and said would send correct remote. I havent received ut and noone on the 888 number answers or returns messages.
  

  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 8, 2022/10/13) */
  Hi ****, so sorry you didn't receive the remote control. We have reached our to our parts department and will have them send you another one. We still have your case on file and will email you the tracking information once available. All the best.

• Initial Complaint

  Date:09/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Onn tv through ******* online on December 01, 2021. The tv arrived on December 08, 2021. I had to move to another place so I let it stay in the box until I moved so it would not get damaged. After I moved I set the tv up in my bedroom. It played fine no problem. After about a week I turned the tv on and it stayed on for 30 minutes and it just cut off and a red light at the bottom were light come. When you cut it on was just blinking and I could not even turn it off with the remote. All of a sudden it came back on and went right back off. I had to unplug it just to cut it off. I have called this number several times 1-844-334-2355. I been waiting for customer service to come on the line. It say a wait time and need customer service be with you. The never come on the line and the phone just cut off this has happen every time I call. This is why I am filing this claim. I want something did about my tv. I want the tv replaced or my money back so I can get a different tv. I purchase a 4yr warranty with this tv and I can not get help from this company. The seem to me to be a scam company.
  

  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Hello *****. Sorry to hear the TV is no longer working. You are still within your one year warranty. Our customer service team sent an email requesting more information to process your warranty. We are not a scam, and please look for that email in junk folder if not in your inbox.

• Initial Complaint

  Date:09/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in regards to a 70 inch Roku element 4K smart TV model number E4AA70R SERRIAL # *****************, I BOUGHT THIS TELEVISION FROM ******* ABOUT TWO YEARS AGO ABOUT SIX MONTHS AGO the screen went dark there was sound to the TV but no picture I contacted Roku who gave me the number for element electronics I've been calling element ElectTronics for the last six months and no one has gotten back to me, I have also contacted Walmart who instructed me to get a hold of element electronics I am very frustrated and disappointed I would like a refund or an exchange for this item, today I have a 70 inch wireless television in my living room that I spent hundreds of dollars on very shameful
  

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Hello ****,
  
  We are sorry to here this. Based on the phone number we see where you reach out to us on 11/4/2020, 9/28/2022, and we left a voice mail today 9/29/2022. We will have someone reach back out to you to see if we can help trouble shoot the issue with you.
  
  
  Consumer Response /* (2000, 8, 2022/09/29) */
  At approximately 3 PM today I received a call from element electronics customer service rep Sebastian call me and gave me a case number XXXXXXX.. apologized for not getting back to me earlier and he would escalate my claim to another department
  
  Consumer Response /* (3000, 13, 2022/10/04) */
  It's been a couple of days I still have not heard from them.
  
  
  Business Response /* (4000, 18, 2022/10/11) */
  Hello ****,
  
  We are sorry you TV is out but it exceeds the one-year warranty as stated it was purchased in September 2019. Our TVs have a free 1 year warranty and if registered within 90 days of purchase it would have a free two year warranty. We do not have record this TV was registered. We can authorize a refund but we need the receipt and as stated in the case that receipt is unreadable.