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Business Profile

Electric Equipment Repair

Suess Electronics Inc.
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 2 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:09/13/2024

    Type:Service or Repair 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 called Suess Electronics towards the end of June about getting my subwoofer repaired. I was talking directly with the tech that works on these and described the problem. He said he was confident he could repair it because there are very few specialty parts in there.I decided to drop the subwoofer off and have them repair it. Their policy is to charge $101.28 for troubleshooting it and to cover the technicians time if you choose not to follow through with the repair but if you go ahead with it they would apply it to the cost of repair. I went ahead and after he looked into it and finding some faulty parts he quoted an additional $290.12 for the repair. I said to proceed with the repair. The technician called when it was done and I paid and brought it home but almost immediately ( with in 5 minutes) it was the same problem. I called and he said bring it back so I did and he called said he found more parts out of spec. so he replaced them and only charged $9.34 for parts only no labor, still fair enough. Got it home still the same problem no difference, so I called him back and he said there really was nothing else he could repair because the rest would need to be done by the manufacturer and they no longer exist and even then would be cost prohibitive. He told me to check a couple things at home which I did.He wanted to make sure it wasnt something else in my system and to make sure I wasnt disposing of a working subwoofer. I had asked since he wasnt able to repair it if they could at least credit me some towards a new subwoofer and his answer was a surprising h*** no! Even though their policy and the back of their receipt provides a guarantee to restore it to its normal performance I have received nothing for my over $400 dollars. After receiving no satisfactory resolution or plan from Suess I decided to reach out here in hopes of reaching a settlement. And to report their bad behavior.

    Business Response

    Date: 09/14/2024

    The customer may not be aware ********************** has  accepted the charge back on the credit card in the amount of $290.12.      With regards to the credit card payment of $101.58 -   that is the deposit amount to check an item into service.    If the item is repaired the ****** goes towards the repair, if the item is to costly to repair or cannot be repaired the ****** goes towards the technicians time.               Lets roll back the clock and say the service technician worked on the subwoofer and found it unrepairable -   the deposit of ****** would go toward the technician's time.       That is where we are now -  with Suess accepting the $290.12 charge back. 

     

     

     

     

    Customer Answer

    Date: 09/17/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 

    Regards,

    *********************

  • Initial Complaint

    Date:11/28/2023

    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.
    This business sold me a new ********** which has slowly become unwatchable due to a bug discovered in the **'s hardware. There are complaints from others online stating that they are also having the exact same issue I am having about the exact same model of **, so the problem is not isolated to just myself. A Suess Electronics tech came to my home and witnessed and documented the problem. We got on the phone with ******* support together, and the ******* tech clearly noted it's a problem with the hardware/memory of the *** My internet provider also visited my home to check the homes internet, replaced all of the equipment and after running tests noted that the internet is running perfectly. No other **'s in the house have the problem. There is clearly a bug in that model **, causing it to not function normally or as expected. The problem is likely not common, but a rare problem is still a problem. Suess Electronics has not fixed the problem, and expects me to have the ** in it's flawed and buggy state, not having fixed the bug or flaw in the *** I've paid for a ** to work in my home, and this ** clearly does not. Since others also experience the exact same issue I have, it's an indication of a manufacturing flaw. Suess Electronics does not want to admit the problem, is not taking responsibility for providing me a flawed product, and is not demanding the manufacturer refund the purchase after there is clear evidence of the flaw by myself and others. They dismiss the problem, can't fix it, and will not refund the flawed product.

    Business Response

    Date: 12/14/2023

    Response in the form of a PDF document - see attached 

Suess Electronics Inc. is BBB Accredited.

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