Complaints

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:05/03/2025

  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.

  To whom this may concern: I purchased a Emotiva XMC-2 Receiver on 10- *******. for the price of $2418.79 the money transaction was through Affirm. I filed a dispute on 1-29-2025 through Affirm because Emotiva corporation was not responding to my complaint that the Emotiva receiver is defective and not working properly. I sent video evidence and wrote a statement explaining the problem with the receiver from the first week it was installed. I tried to call Emotiva which the number in the manual that tell you to call for technical support is a disconnected number. The receiver in under warranty and all i had asked is that they replace the receiver with a new working receiver, because this receiver is defective. I was told by Affirm that Emotiva had 60 days to respond to my complaint. I never received a phone call or email from Emotiva. I filed another complaint which was the second complaint in 3-10-2025 and on a representative from Emotiva called me to apologize for not contacting me in December when i first call with my technical problem of the defective receiver. The representative from Emotiva name was **** who contacted me on 3-25-2025 and ask me to send more video evidence of the problem that i was having. I ask if they can send a technician to my home to check the receiver or can they send me another being the receiver is under factory warranty. It is now 5-2-2025 and **** said he was going to show the video evidence to his technician and call me back in a couple of days. That was on 3-25-2025. All is asking for is a replacement properly working receiver or my money back. I informed **** i had a sound technician come out to my house to check the installation. All i did was try to upgrade my Marantz 7702- 9.1 home theater receiver to a Emotiva XMC-2 16-channel Preamp Processor. Im requesting some help to get refunded for this receiver. I told the representative to send me a return label with an RMA number, and I will send the equipment back to Emotiva.

  Business Response

  Date: 05/09/2025

  Thank you for the opportunity to address this matter.

   

  The customer purchased an ********************** XMC-2 processor on October 14 2024 through Affirm and first reported intermittent audio issues on December 30 2024. After we requested diagnostic details, the customer provided two short video clips on March 2526 2025; one contained no audio, and the other showed drop-outs while television settings were being adjusted. Because the evidence was inconclusive, we asked for a more comprehensive clip and offered prepaid shipping under our **************** (WS) program so we could examine the unit. We have not received any further response from the customer since March *******.

  
  Every XMC-2 carries a five-year transferable warranty that covers repair or replacement of manufacturing defects. Although the posted 30-day return-for-refund period had elapsed before the first report of trouble, the warranty remains fully available.

  
  We remain committed to resolving this promptly. At the customers convenience, we will email a prepaid shipping label and WS (****************) number. Once the unit arrives, it will be fully reviewed to ensure it operates and functions according to Emotivas specifications (per our warranty terms and conditions). The customer may reach us at **************************** or ************ 3 to proceed.

• Initial Complaint

  Date:01/19/2024

  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 bought a Audio processor from Emotiva in 2020, I had to have it replaced shortly after as it had some issues. I received a replacement, while it works, it has always had issues with the **** connections. Emotiva is aware that there are lots of Bugs, etc with their processors, yet upgraded software doesn't seem to be available any longer. In the past 2 weeks my device would not longer operate correctly with the **** connections. After calling in to get trouble shooting support I was told I could send the device in and have it looked at for $100. The odd part was during my discussion with the technical support person, he said yeah our **** boards have lots of issues with **** Tv's.(no where on there website do they let consumers know of these issues), low and behold I have a **** tv. None of the troubleshooting fixed anything so now they want me to spend $100 to have it looked at, then potentially replace the **** board for $400+. I find it very interesting that they knowingly have products that don't work correctly, they don't inform customers what products their products have issues with and then want to charge me 10% of the purchase price and then potentially $400+ to fix the **** issues, that they know occur with **** TV's(which I have and was never told about until they want to charge me to fix it) and will not upgrade the software to fix