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Business Profile

Home Automation

Starpower Home Entertainment Systems, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Automation.

Complaints

This profile includes complaints for Starpower Home Entertainment Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Starpower Home Entertainment Systems, Inc. has 5 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/22/2024

      Type:Delivery Issues
      Status:
      Answered
      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 am rejecting this response because: it is both untrue and doesn't contain key facts that are at the center of the dispute.

      Several things are untrue:

      1) Starpower asserts that my order was connected to 2 other orders and it cannot be cancelled. This has been directly contradicted to me both at the execution of the contact as well as many times during the process. I was promised over and over again that I can change or cancel the order at any time.

      2) Starpower asserts that they have my order in the warehouse. Not only did I tell my salesman on multiple occasions that I'm not ready to finalize the order (thus accepting that items would be shipped to Starpower's warehouse), but I was going to change it as I figured out what my needs are from my designer. I expressly told the Starpower team NOT to order anything into the warehouse until I have the greenlight. I never gave a greenlight; instead, I told them to cancel the entire order.

      3) Despite asking for a policy or a clause in the contract, I still haven't received anything that contradicts the fact that I can cancel the order at any time.

      4) Starpower stated that Mrs. ******* (my wife) hung up on them. Actually, the reverse is true. She said that we were going to report Starpower to the BBB and they immediately said "this conversation is over." She told us that she would have the owner call us. No one ever called again.

      I do not accept that Starpower is ordered anything on my behalf, especially when I've directly and clearly told them not to until I was ready. They are simply trying to keep my money "on hold". This is actually proven by the fact that they have offered me to use it on anything I want in their store.

      The right resolution would be for Starpower to release my money they have on hold. I have no purchased any goods whatsoever. Any other store would have done this from the beginning.

       

      -***** *******

      deposit to that order. Their new conditions were that I needed to purchase $11,101.60 worth of entertainment equipment. I then spoke to ********* *****, the ** of the Dallas location and she told me if I wanted to recover those funds, her suggestion was to purchase some equipment from Starpower to use up the money on deposit and "resell it on the open market" These were not the terms and conditions communicated to me at any point in the process.The company claims I received special pricing due to a "joint order" yet that isn't reflected on my sales order nor should it have been. I am an individual customer living at a different address than the other customers they are claiming my order is linked to.I have been acting in good faith for 3 years only to have the company go back on their word and refuse to refund my deposit.

      Business Response

      Date: 01/24/2025

      Mr. ******* and two extended family members in separate residences came together to purchase a combined special pricing bundle package for three homes. This package included custom ordering, extended warehouse hold time, special product pricing and additional perks, with the three packages linked together. When Mr. ******* contacted us to inform us he was no longer proceeding with the house, we explained that cancellation was not an option. We also made it clear that canceling would require reclaiming the specials and discounts applied to the other two packages. He acknowledged and understood this. As a gesture of goodwill, we offered him the option to select alternative items, even though his custom-ordered package was already held in our warehouse.

      Later, *********** called, stating she was taking over and requesting a refund. We provided the same clarification to her as we did with Mr. ******** She was not satisfied with the response and hung up. Starpower has been accommodating by extending the time weve held the merchandise. However, it is now time for the Peabodys to either take the items or select alternatives. As the items were special-ordered and signed for, it is Starpower's policy that the Peabodyschange of mind does not alter our terms.

      Customer Answer

      Date: 02/11/2025

      ***** ******, the CEO of ********** reached out to me. We are currently working through how to resolve this issue. He asked me to put this complaint on "pause" for the time being while we negotiate. I agreed.

      Please pause this complaint file until we can either work out a resolution or not.

      Thank you,

      -***** *******

      Business Response

      Date: 02/12/2025

      Our CEO reached out to Mr. ******* to workout a solution. Mr. ******* has agreed to withdraw his complaint while they workout a solution. Please see attached email from Mr. *******

    • Initial Complaint

      Date:04/26/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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, I think we were able to resolve this issue. Ill know more shortly but we did reach an agreement today via email. Can we pause this complaint?f professionalism and ability to get the job done. She suggested that ****** and *** come out to diagnose the system and come up with a plan.The fourth attempt involved ****** and ***, and cost me $15,790 in lost wages for the week. After this attempt, we met at ********** and came up with a plan to move forward. However, ***** called me the day prior to confirm installation, and informed me that the days saved were not available for me, due to ordering the wrong amp. I confirmed with **** the week prior, and she also confirmed that the days were saved for me.The fifth attempt, which cost me another $15,790 in lost wages, involved the installers showing up without the watt box, an amp that could not be tuned correctly due to the absence of the watt box, and the wrong two subs.

      Business Response

      Date: 11/22/2023

      Dear Sir or Madame:

      We received your notice of a consumer complaint from ************************ ************** asserted that Starpower Home Entertainment Systems, Inc. (Starpower)was not honoring a warranty for a **** projector he had purchased from us.

      ************** did purchase a **** XW5000ES from us which was delivered, installed, and invoiced on December 7th,2022.  The invoice and delivery documents relating to the purchase of the projector are enclosed.  The customer did not purchase any additional or extended product or service warranty on this projector from Starpower.  This product is however covered by a manufacturerswarranty.  The details of this manufacturer's warranty are included as a printed item with the product packaging.  I have pulled a copy of this warranty as it was in December 2022 from ****s support website and included it as an attachment. 

      Starpower has reached out to **** to determine if they had logged a claim from the customer regarding his projector.  **** confirmed with us on October 26, 2023, that ************** had made a service claim, and that **** sent the customer a pre-paid shipping label on August 23rd, 2023, so that the customer could ship the product to them for inspection and service as covered under their warranty.  **** cancelled the shipping label prior to Starpower calling **** service due to the customer not sending the product back or contacting them again.  As a result, **** closed this claim.  The customer is still able to bring his product to any **** certified service center or request another shipping label from **** support, and they will honor the warranty as specified in their terms and conditions.  Starpower is not a certified **** service center so we recommend contacting **** support via their website or support phone number which can both be found on the warranty document included.

    • Initial Complaint

      Date:09/04/2022

      Type:Billing Issues
      Status:
      Resolved
      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 projector and was paying their installers to place the projector and screen in my media room.
      The installers didn't follow instructions and left some important pieces out which left ripples in the screen and was told there was nothing they could do.
      I contacted the manager and they scheduled a time to correct the problem.
      The first trip I was told they didn't have enough time to complete and the second trip they were able to fix once following instructions, the ripples were gone.
      The mamager is billing me for two separate trips which amount to 600.00
      The manager said to me over the phone and I have the voicemail that he was able to poke their installers department and they will come back out.
      They knew what needed to be fixed and i shouldn't be changed for installation errors and two trip charges.
      I have never been taken advantage of by a company like this.

      Business Response

      Date: 11/07/2022

      Business Response /* (1000, 5, 2022/09/20) */
      The full cost for the two additional installation hours were refunded to the customer on 9/6/22.


      Consumer Response /* (2000, 7, 2022/09/23) */
      I
      Responded earlier to caseXXXXXXXX, that this issue had been resolved.
      The owner resolved my issues.
      Thanks

    Starpower Home Entertainment Systems, Inc. is NOT a BBB Accredited Business.

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