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:04/30/2025

  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.

  On 8/2/2023 I purchased a Hisense window air conditioner for $629, flash forward to April 7 2025. The unit isnt cooling the compressor seems to be seized called company they said have to replace a refund the money. Filed the claim with the company the same day. They want proof of purchase, and form filled out I sent that info and documentation to them. I didnt have receipt so they told me to go to Lowes and get documentation so I did that and got what I could from them and sent it over to Hisense. I have had to send them the photos multiple times because they said they could read the photos I have sent them finally I said I just resent it will the bee good to move forward with the claim they said yes you may now cut the power cord and send us a picture I did that and I got a call maybe and hour later saying they couldnt read the documentation again. I am looking at the same photos they are and they told me it was all good and now its not again it is now April 30th and they refuse to do anything.

  

  Business Response

  Date: 05/01/2025

  Good Afternoon,
  

  Hisense USA regrets to hear about the issues with your window AC unit. We apologize for any inconvenience this may have caused. We have reviewed your case and documentation, and confirmed the proof of purchase as legible as of today, Thursday, May 1st. A support member will contact you within ***** hours to confirm the next steps in the small appliance field destroy process. If you have any additional questions or concerns, please contact Hisense Support at ************ and reference case number H3682314.
  

  Best Regards,
  

  Hisense Support Team

  
  

• Initial Complaint

  Date:04/29/2025

  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 stove March 2024, it is not heating correctly and the problem with heat regulation is causing the oven paint to burn off. I contact the company who sent a tech to evaluate the issue. The company is claiming this damage is due to living by salt water instead of a heating regulation issue. I looked online and various people in different states have had similar issues with this Model of stove. To the point that some ppl had the glass top crack and explode from heat issues. My husband is a retired veteran firefighter and he also says this is not safe especially with how hot all the burners get when one is on.I am a senior citizen and i am unable to cook or take care of my husband correctly because we are scared the stove will malfunction. We just want the issue resolved or the stove replaced with a model that is safer.

  

  Business Response

  Date: 05/02/2025

  Good evening,
  

  Hisense USA deeply regrets the issue with your electric range. We sincerely apologize for any inconvenience and frustration this has caused. Your complaint and case have been escalated to our field service management team for further review. Unfortunately, the decision that this unit is out of warranty due to internal rust is final.
  

  If you purchased an extended warranty through the retailer, we recommend contacting them for additional assistance. We are truly sorry for any distress this situation may have caused.

  Regards,

  Hisense Support Team

• Initial Complaint

  Date:04/25/2025

  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 have waited over 30 days to get my dishwasher repaired after it being only 4 months old. Hisense has sent 2 technicians to my home. One out of ********** and the other out of ****************. The gentlemen from ********** had no idea what he was servicing and assumed the control board need to be replaced. This was not the case as the dishwasher still did not power on. Hisense then sent the someone else from Popular Bluff who determined another issue and had the new part sent to my home. That part was just received on 04/24/25. When contacting Hisense to determine next steps as to when the new part could be repaired they stated my ticket H3673864 was completed and my dishwasher was repaired. I made multiple calls directly to the gentleman from ************ who then indicates that he has not been paid for the service call he performed for Hisense and he can not come back out to fix the issue bc the dispatch on his end shows cancelled and he can no longer access my information. This gentleman that is not even an employee he is a contractor sent by hisense can not even finish a job he started and my dishwasher is still not working even though its covered under a 2 year warranty. Hisense is doing absolutely nothing to assist in this matter. Hisense just keeps stating they would escalate the issue. When contacting the manager no one can tell me why my dispatch was completed and all they can tell me is that it is under review. During this same conversation I was then told it would be reviewed by a manager so then asked why I was lied to and was placed on hold to speak to a manager. Hisense is a joke. Fed eX tracking # ************ proves it was just delivered 04/24/25 so confirmation my dishwasher was not fixed and my issue was not resolved

  

  Business Response

  Date: 04/29/2025

  Good afternoon,
  

  We regret to hear about the servicing issues you have been experiencing and sincerely apologize for any inconvenience this has caused. Upon reviewing the case number you provided (H3673864), we have confirmed that a new case number (H3707226) has been created and assigned to service provider, ********************. You can reach them at ************.
  

  Our system indicates a tentative service appointment date of Friday, May 2nd. We highly recommend contacting the service provider directly to confirm the date and time of your appointment.
  

  If you have any additional questions or concerns, please contact Hisense Support at ************ and reference case number H3707226. We appreciate your patience and understanding.
  

  Best regards,
  

  Hisense USA Support Team

  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23251416
  
  I am rejecting this response because: This issue has prolonged well over a month! I have contacted Hisense on numerous occasions and been given nothing but the run around! I am demanding that my unit be repaired immediately or replaced with a brand new unit! It should not take 3 different technicians to solve this issue. Everytime a technician is assigned they claim a new part is needed and it takes weeks to get someone else scheduled. I do not accept your response

  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/01/2025

  Good Afternoon,
  

  We sincerely apologize for any inconvenience caused by the service delay. We have confirmed that your case has been set up for service. However, as the service providers are third-party contractors, we are unable to control their schedules and cannot guarantee immediate service. According to our warranty claim system, the provider has scheduled your service for May 3rd. We recommend contacting ***** COMPUTERS directly at ************ to confirm the appointment.
  

  Thank you for your understanding.

  
  

• Initial Complaint

  Date:04/24/2025

  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 Hisense Roku smart, model number 65R6E4 TV December 23, 2024 for a new home. We did not use it much as we had not moved officially, but when we did it worked perfectly We finally moved in April 2025, hung the TV on a wall mount on April 23 and it was perfect...until about 4 hours later. All of a sudden the TV began to display gray and black horizontal lines and no sounds. An AI gave directions how to fix, but nothing worked. I finally reached a real person who gave me advice about getting a service repair. However, he did not tell me it would be 7 days(maybe) and I at 72 years old had to have it off the wall mount. I received a work notice, but today the date was changed until a day later. I have tried to speak with customer service, but they are pretty much telling me "oh well, will deal with it when we can".This TV is under warranty and should be dealt with quickly or a replacement sent. They pretty much do not care that I have a useless TV sitting on my floor as service will not help take it off wall mount.

  

  Business Response

  Date: 04/25/2025

  Good afternoon,
  

  Hisense USA sincerely apologizes for the inconvenience caused by the customer's TV issue. After reviewing the case in our system, we can confirm that the warranty claim has been dispatched to the service provider, *****************. The provider can be reached at ************, with a tentative service date set for Friday, May 2nd.
  

  We understand how frustrating it can be to wait for service, and we appreciate the customer's patience. Please note that the service providers we use are third-party contractors who manage their own schedules.
  

  We encourage the customer to contact the provider directly to discuss and confirm their service appointment. For any additional questions or concerns regarding the case, please contact Hisense Support at ************ and reference case number H3704736.
  

  Thank you for your understanding.
  

  Sincerely, Hisense USA Support

  
  

• Initial Complaint

  Date:04/24/2025

  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 HiSense Portable AC which quit working within the warranty period. I filed the claim and they keep sending me emails saying all info is correct, yet I will get a call every week or so asking for one more thing. Some of the items have already been supplied yet they will not follow through with the exchange as promised.

  

  Business Response

  Date: 04/24/2025

  Good evening,
  

  Hisense USA sincerely apologizes for the inconvenience caused by the issues with our portable AC unit and the subsequent communication. Upon reviewing the warranty claim system, we can confirm that the customer's exchange has been processed as of today, Thursday, April 24th. A member of our support team will reach out to the customer with further information within ***** business hours.
  

  For any additional questions or concerns, please contact our Hisense Support team at ************ and reference case number H3659713.

  Regards,

  Hisense USA Support

  
  

  Customer Answer

  Date: 04/25/2025

   
  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:04/24/2025

  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.

  Bought a refrigerator 2 months ago at Lowes and many problems freezes all my food been calling Hisense and talked to many supervisors and nothing is being done they keep escalating the issue Im handicap cant go back to store to file a complaint

  

  Business Response

  Date: 04/25/2025

  Good morning,
  

  Hisense USA sincerely apologizes for the inconvenience caused by the service delay. We have escalated the customer's complaint and case to our field service manager. As of Friday, April 25th, a new service provider has been assigned, with the earliest tentative service date set for Friday, May 2nd.
  

  Please find the contact information for the new service provider below:
  

  AAA ************************* Phone: ************
  

  The customer is encouraged to reach out to the provider directly to coordinate the service date and time. For any additional questions regarding the case, please contact Hisense Support at ************ and reference case number H3693804.
  

  Thank you for your understanding and patience.
  

  Sincerely, Hisense USA Support

  
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23245121
  
  I am rejecting this response because: they sent someone today that didnt know anything about this unit which is aa lemon only two months old and serviced twice
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/28/2025

  Good evening,
  

  Hisense USA sincerely apologizes for the inconvenience this situation has caused. Our ************* team is actively collaborating with service providers to resolve the issue. As of Monday, April 28th, the latest case notes indicate that the second service provider who visited the customer's home on Friday, April 25th, confirmed a sealed system issue and will be ordering the necessary parts.
  

  For any questions or concerns regarding the case, please contact Hisense Support at ************ and reference case number H3693804. For inquiries about the service appointment, please contact **************************** directly at ************.
  

  We appreciate the customer's patience and understanding in this matter.

  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23245121
  
  I am rejecting this response because:
  Every time I call they put assigned a new supervisor or escalate the issue , this refrigerator is only two months old and every time they come they find a new issue I have medicine thats very expensive and needs constant temperature and this unit one day cools

  and others it doesnt, so whats next ?

  I cant believe Ive paid for a lemon if something is not working it should be replaced
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/11/2025

  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 Hisense Model PX3-Pro Laser Projector in January 2025 that cost $3,700.00 Unboxed the new projector & turned it on & noticed that the picture was not straight at the top & on the right-hand side. Followed all the instructions in the manual to try & resolve the problem, but I could not fix it. I called Hisense several times & sent them multiple photos of the issue. Hisense blamed the issue on my wall. They said that my wall was not straight & that I needed a projector screen. I did not believe the technician because I have a BenQ projector that projects perfectly fine on this ****** there are no issues with the picture.I ended up purchasing an expensive UST projector screen & just as I expected the Hisense Projector PX3-Pro continued to have the exact same problem. Called Hisense back & informed them that I purchased a UST screen & that the same problem existed. I sent Hisense the PX3-Pro projector for service on Thursday, April 3rd, 2025 via *****. Hisense received the projector on Monday, April 7th. I followed up with them on Wednesday, April 9th to see if they had determined what was wrong with the projector. The customer service *** was not able to provide me with any updates. On Friday, April 11th when I arrived home from work to my surprise the projector had been returned to me with no explanation or call from a Hisense ***************** expected, when I powered the projector on the exact same problem still existed. I called Hisense & spoke to a ***resentative & she asked me if they ***laced the projector or sent me back the exact same projector. I told her that it was the exact same *************** asked me if I was sure that it was the exact same ************* said, yes.I do not understand why Hisense cannot send me a projector that displays a straight picture after 4 months of going back and forth with this issue. I would not recommend this projector to anyone that is thinking about purchasing a Hisense PX3-Pro projector.

  

  Business Response

  Date: 04/14/2025

  Good evening,

  Hisense USA sincerely apologizes for the inconvenience and frustration the customer has experienced in fulfilling their PX3-PRO warranty. We can confirm that this case has been escalated to our support management team for further assistance. Please allow ***** hours for management to review the case, after which a member of Hisense Tier 2 Support will contact the customer with an update.
  

  We greatly appreciate the customer's patience in this matter.
  

  Regards,
  Hisense USA Support

  Customer Answer

  Date: 04/17/2025

  Good evening,

  Thank you so much for contacting Hisense on my behalf.   On Monday I sent Hisense several pictures that clearly demonstrated that the supposedly repaired projector wasnt fixed.  Yesterday, Hisense agreed to send me a replacement PX3 -PRO laser projector. Today the replacement projector was shipped via *****.  Hopefully, the replacement projector will work without any issues.  I am extremely grateful for the service that BBB provides. 
  

  BBB is AWESOME!  Thanks again! 
  

  -****

• Initial Complaint

  Date:04/10/2025

  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.

  TV continues to loose WIFI connection even though router is within range, TV freezes and has to continually be unplugged and restarted, TV had unstoppable flickering unplugged overnight replugged turned on. TV was no longer flickering but has blue colored runs on screen, large rectangle blue square in left corner and a black line across the top of screen. TV had a 1 year warranty which ends in October 2025..Hisense after sending same photos to the company. The determination was the screen was cracked even though you can not visably see the crack, SO THE WARRANTY IS NOT BEING HONORED...The TV in question when purchased was placed on a TV table large enough for TV to fit properly..This is a ******* so there is no streaming device connected with a USB line..ALSO THE TV HAS NOT MOVED SINCE PURCHASED IN OCT. 2024..THE TV IS ONLY CLEANED WITH A SWIFFER DUSTER OR A SOFT MICROFIBER CLOTH. SO I AM CLEARLY CONFUSED HOW A PERSON WHO LIVES ALONE NO CHILDREN..THE ONLY PERSON WHO OPERATES THIS TV...SO, EXPAIN HOW A SCREEN CAN CRACK ON ITS ON..REVIEWS READ BY ME ON THE HISENSE TV STATES ALL THE COMPLAINTS I HAVE MENTIONED ON THIS COMPLAINT..ARE ISSUES EXPERIENCED BY MANY HISENSE TV OWNERS....IF BBB CAN HELP I WOULD GREATLY APPRECIATE THIS...

  

  Business Response

  Date: 04/15/2025

  Good evening,
  
  Thank you for expressing your concerns. Hisense USA apologizes for the inconvenience this issue has caused. After reviewing your recent warranty claim and the provided images, our technical team has determined that the unit is out of warranty due to physical damage.
  

  The outer layer of the TV screen is hard plastic, not glass, which can result in the inner LCD panel cracking without visible impact on the outer layer. There is, however, an identifiable impact point and diagonal crack in the upper right-hand corner of the screen where the horizontal lines originate.
  

  Our warranty policy covers only technical part defects. Therefore, the unit is out of warranty, and this is our final decision.
  

  Should you have any further questions or concerns, feel free to contact Hisense support at ************ and reference case H3682341.
  

  Best regards,
  Hisense USA Support

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23189166
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/17/2025

  Good evening,
  
  Thank you for your follow-up. As stated in our warranty terms, Hisense does not cover any form of physical damage. We understand this is not the resolution you were hoping for, but this matter has been reviewed thoroughly and our position remains final. We consider this matter closed.

  Best Regards,

  Hisense USA Support

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23189166
  
  I am rejecting this response because: According to Hisense website..The TV in question as well as most Hisense products have a 1 year warranty not 6 months..
  The constant flickering was cause of as you claim screen being cracked internally.. Otherwise how can a screen crack if it is untouched and no other devices are connected to the TV...I just do not understand why a TV can crack on its own .
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 04/28/2025

  BBB CLAIM# ********.. HISENSE admitted a 6 month warranty was on all TV's even though the site stated 1year...my TV was still under warranty when my in complaint was filed per phone call to customer service..TV purchased on Oct. 6 2024 and initial call to Hisense April 2, 2025...only by only a few days but this TV was still under warranty when purchased which was on Oct. 5-6 2024.

  

  Business Response

  Date: 04/29/2025

  Good afternoon,

  Thank you for your additional comments. While we understand your frustration, we must reiterate that our determination regarding your warranty claim is final. Based on the purchase date, your TV would still be under the manufacturer's warranty for serviceable issues. However, after our technical team carefully reviewed the images provided, it was concluded that your unit falls outside the scope of our manufacturer's warranty due to physical damage (see attached image).
  

  Our warranty terms, outlined at the time of purchase and on the warranty card, specify that physical damage is not covered. We regret that this outcome has not met your expectations but must maintain our position on this matter. We value our customers and always aim to provide a fair and transparent warranty process.
  

  Thank you for giving us the opportunity to address your concerns.
  

  Best regards,

  Hisense Support Team
  

• Initial Complaint

  Date:04/10/2025

  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 ******* *************************** ************. *******, less than a year ago, the TV went completely out and on contact with Best Buy. They stated that we needed to contact ********The quality of the product was extremely disappointing in such a short period of time. Previous contacts that sashiwa have been About as disappointing as the product in person. I have received the runaround and a gentle***. I spoke with Xavier *** named *** ***** at a ********** location who was extremely rude, so I had to do some footwork to get the correct information to file a complaint

  

  Business Response

  Date: 04/12/2025

  Good afternoon, 

  We sincerely apologize for the frustration this has caused. Using the information provided, we were able to locate an email log (H3687866). We did respond to your complaint and requested certain information to move forward. In order to proceed, please provide: 1. Physical address (MUST be where the unit is located). 2. A picture of the model serial plate, which is located on the back of your unit 3. Copy of the purchase receipt or online order confirmation containing the following: store print (LOGO), amount paid (FINAL SALE), taxes paid, the product purchased and date of purchase. 4. A picture of your television powered on, with all four corners visible in that one picture. Once we receive this information, we would be happy to proceed with service.

  Best Regards,

  Hisense Support

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23186111
  
  I am rejecting this response because: they requested all of this information and did not leave an email to send it to. This is the type of musical chairs that this company seems to use to frustrate clients. I need a clear understanding of exactly what they need and exactly who to send it to.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/09/2025

  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.

  A television was purchased from our local ******* on 12/18/2024.The television stopped working approximately 2 weeks ago, we sent in images to Hisense who claim that the screen is broken and they do not cover any damages.This television has been installed, and remained in the same location since it's installation, merely rotated to plug in an HDMI port, which they claim was enough to break the screen. I would like the company to provide me with concrete evidence that the TV did not have any manufacturing defects, because the manner in which it was used was not sufficient to result in a cracked screen. They determined this via a single photo submitted to them to which I think that is not a just determination with sufficient evidence and thus should be replaced by the company.

  

  Business Response

  Date: 04/12/2025

  Good afternoon,
  
  We apologize for any frustration this may have caused. Using the information provided, we were able to locate your case (H3671482) in our system. After reviewing the case and images provided, we stand by the decision that the television is out of warranty due to physical damage. Please bear in mind that while the outer screen may not show the crack, the inner LCD screen is broken which is causing lines in the screen. Regrettably, this is considered accidental or physical damage and is not covered under our manufacturer's warranty. As such, we are unable to repair any parts of this unit. Should you require any further clarification, feel free to give us a call at ************. 
  
  Best Regards,
  
  Hisense Support