Complaints

This profile includes complaints for Element Electronics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Element Electronics has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Element Electronics

  392 Us Highway 321 Byp N Winnsboro, SC 29180

  
• 

  Element Electronics

  6423 City West Parkway Eden Prairie, MN 55344

• 

  Element Electronics

  617 R142 757 W Hastings St Vancouver, BC V6C 1A1

• 

  Element Electronics

  15930 E Valley Blvd City of Industry, CA 91744-3988

• 

  Element Electronics

  15930 E Valley Blvd La Puente, CA 91744-3930

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:05/27/2025

  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.

  December 13 2023 I purchased a 32 and 70 inch Onn television from ******* on December 20 2023 I register both televisions online for an extra year making it 2 year extended warranty. All was fine now last week Friday I had a issue with my tv and proceeded to make a claim that was taking from support team. Them 2 days later received a email tellling me that I wasn’t under warranty anymore . So I called to find out why and another agent told me that on December 20 2023 I registered both tvs also that they got my receipts and photos of both tv and had sent in all documentation but that their agent only registered 32 inch and for the 70 inch they had all paperwork that that she’s not sure why agent didn’t finish the 70 she apologized and said it was a mistake on their end which was a relief. Then today got email saying no my televisions was not registered dispite agent telling me yesterday I had did everything I wa supposed to then and I was there error . Now of course that I have an issue they do t want to even take my claim but had no problem telling me that it wasn’t my fault. I really have no idea what steps I can take or if I have any recourse at all. But they will tell you that they had all the right paperwork back in December 20 2023 photos and all but just want completed on their end

  

  Business Response

  Date: 05/28/2025

  Hi *********,

  Case # EU- *******
   
  Good news!
   
  At this time, we do not have a suitable replacement, so we will be refunding your purchase price to allow you to purchase a new onn. TV from any ******* retailer near you. We are going to proceed with preparing your electronic online refund, and we’ll contact you again with your payment details within the next 14 days. As of now, there is no further action needed from you. We’ll be in touch via email with updates soon.
   
  Please find the confirmation details below:
   
  Case Number - *******
  Customer Name - ***** ******
  Model Number - *********-ca-_onn._70__4k_uhd_frameless_roku_tv
  Serial Number - *****************
   

  Customer Answer

  Date: 05/28/2025

  This is great news . Thank you so much . Only thing is they need to fix my name in case voucher need it and they spelled it wrong. Jesse ****** . Your work is very much appreciated . Have a great day

  Customer Answer

  Date: 05/28/2025

  
  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:05/21/2025

  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.

  A onn 43” Class 4K UHD (2160P) LED Roku Smart Television HDR (100012584) was purchased for me on 5/17/25 and delivered the same day from *******. After setting up the tv, there was clearly damage to the screen. I contacted ******* and was told since a protection plan was also purchsed I needed to contact the support team for the plan. I did that, and was told that since the tv was less than a year old, I had to contact ONN support team. I did that, opened a case, Case # *** *******, and was told I needed to take the tv in to be repaired. I rejected this as I don't have a car, which is why the tv was delivered in the first place. I have not heard anything back from anyone. I reached back out to customer support, only to be told someone would reach back out within 24 hours, even though it has been over 24 hours since I let them know I can not take the tv in for repairs and would like them to replace the tv with a new one since that's what I paid for. They requested photos, which I will include and still have not resolved this issu.

  Customer Answer

  Date: 05/27/2025

  Onn is not responding to my requests. They continue to tell me I'll hear back within 24 hrs and nothing. The last I heard they wanted me to ship the tv to them and wait for them to get it before they would ship out a new one. However, I feel that's not fair to me since I'll be out of a tv and money waiting on them to make things right. Everything they've asked me to do, I've done. It seems as though it would be easier to just return it to ******* for a full refund without the run-a-round

  Customer Answer

  Date: 05/27/2025

  I received the following email from Onn:

   

  "##- Please type your reply above this line -##
  Your request (*******) has been updated. To add additional comments, reply to this email.
  
  Joseph (ONN TV)
  May 27, 2025, 16:35 EDT
  Request #******* "You have a New Message from BBB ..." was closed and merged into this request. Last comment in request #*******:
  Thank you for contacting our customer support team.
  An agent will reach out after reviewing your request.
  Meanwhile, feel free to visit our Help Center for self help options. ****************
  If you need an immediate attention, you may reach out to our customer service team at ###-###-####
  
  
  Joseph (ONN TV)
  May 27, 2025, 16:34 EDT
  Request #******* "You have a New Message from BBB ..." was closed and merged into this request. Last comment in request #*******:
  Thank you for contacting our customer support team.
  An agent will reach out after reviewing your request.
  Meanwhile, feel free to visit our Help Center for self help options. ****************
  If you need an immediate attention, you may reach out to our customer service team at ###-###-####"

   

  Please explain how a company can close a BBB case without a resolution? How is this legal? They have not responded to the actual BBB complaint but send me a private email saying they closed it, this has NEVER happened before so why now?

  

  Business Response

  Date: 05/28/2025

  Hello ********,

  Our team is working on preparing a replacement TV to be shipped to you. Once they have the tracking details, they will send you an email with the *** tracking number. 

  Customer Answer

  Date: 05/28/2025

  
  Complaint: ********
  
  I am rejecting this response because: I do not want to close this complaint until the company has actually done what they said they will do. They keep changing who is working on my case and each new person seems to be confused as to what my concern is and how to resolve it.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 06/04/2025

  Dear ********,

  The team has sent a communication that we will be providing a replacement unit.  This will be ordered this week and will share *** tracking once available.

   

  Hi ********,
  Case # *** *******
   
  Good news! 
   
  We are going to proceed with preparing your replacement shipment, and in a few days, we’ll contact you again with details. As of now, there is nothing more needed from you. We will be in touch via email with further information.
   
  Please find the confirmation details below:
   
  Case Number - *******
  Customer Name - ********
  Model Number - *********-_onn_43__4k_uhd_hdr10_roku_tv
  Serial Number - *****************
   
  All the best,
   
  Bryan
   
  LIVE CHAT @ ****************
  ###-###-####
  ***************@onntvsupport.com
   
   
   

• Initial Complaint

  Date:05/14/2025

  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 onn Roku 58” smart tv is barely over a year old and the screen is glitching out really badly. Like the screen is wanting to go out. Not sure what is going on with it. It just started acting this way today on 5/11/2025. I unplugged it and preformed a power drain and also I done a hard factory reset it to see if it would fix it and it still did not. I contacted ONN and they told me to send photos of the tv with the tv on and the back of the tv with the model number and serial number and I did. They told me they would reach back out to me in 24 hours. I filled out everything they asked for and now they are giving me a hard time with anything. They constantly keep pushing the time frame out and keep requesting more and more information and I have sent everything that they asked for. This is not a very professional and I have always purchased this brand and for them to be giving me a hard time after sending all the requested information that they asked for. They even asked me to contact ******* with the number they gave me and the ******* could not assist me. model number-100069454  S/N- J****************** purchased February 2024

  Customer Answer

  Date: 05/14/2025

  The warranty has not expired. I also purchased the extended warranty. I also registered the product when I got the product using the warranty registration form. So I am not sure why I am getting information saying it’s expired when it is infact not expired 

  Customer Answer

  Date: 05/14/2025

  I also have been contacting the company in which they stated all the information I sent was all they needed and they would process the warranty and now they will not. I will submit this proof as well if needed

  Customer Answer

  Date: 05/14/2025

  Screenshot of message from the chat between me and the representative 

  Customer Answer

  Date: 05/20/2025

  I have not heard nothing from the company 

  

  Business Response

  Date: 05/28/2025

  Hi *****,

  We have received your request and authorized a refund for you.  You will receive an electronic email in the next 7 - 10 business days from Element on how to proceed with your electronic payment options.

  Customer Answer

  Date: 05/28/2025

  
  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:04/23/2025

  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 April 16, 2025, I contacted the ONN Customer Support at 844-334-2355. Their website is onntvsupport.com/ and their other website is: ***************@onntvsupport.com. I contacted them because my 50 in ONN TV was less than 2 years old and I had a 2 yr warranty on it. My TV has terrible lines running through it and a snowy picture. They requested I send them my name, address, photos of the front and back of my TV which included the model number. I submitted all of this information and they already had the receipt as I registered the TV right away when I bought it. Every day, since then, they kept telling me, I will get an answer in 24 hours via an email and everyday, I did not get this, so I had to keep calling and every day the same runaround. It sounds like they do not want to do anything about this which is not right. So I am buying a new TV tomorrow, April 23, but I want to be reimbursed for it. They mentioned something about having it fixed but did not give me any information on it and I don't know how long that would take and fear it will break again as it appears to be a lemon to me! I feel I should be reimbursed for this lemon TV! I didn't like being told each day that I would get an answer in 24 hours and each day, there was none, so I am buying a new TV tomorrow and I want to be reimbursed. They gave me a Case Number for this case. It is: **********. This is no way to treat a customer. Please help!

  

  Business Response

  Date: 04/25/2025

  Hello there, looks like the team is sending you a replacement.  Here is the copy of the email that was sent:

   

• Initial Complaint

  Date:04/22/2025

  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.

  I purchased a TV at Walmart on 11/12/2024 and in March had an issue the product was under manufacture warranty so i contacted element. They told me I could bring it to some place to be repaired but would be 8-9 days out from the time they got back to me which emails take 2 business days for any response. I told them this was unacceptable and I would be buying another tv and wanted a refund. They agreed and sent me a shipping label to return the product The TV was shipped back to them Monday March 31,2025 and they received it. on 4/11 they emailed me offering me to pick a method to be refunded so i choose for it to be deposited into my bank account. It said 4-5 business days... Yesterday they emailed me saying something about a check being issued after it said on there site where i picked the payment method it had be initiated to be sent on 4/12/2025... I still haven't received my refund and they have the TV i sent back tot hem which was defective (Wifi Issues, it was a smart tv)

  

  Business Response

  Date: 04/23/2025

  Hi ****,

  We see that you selected to get your refund electronically deposited into you account, and it is not showing received. We have escalated this issue to our finance team to investigate. Once we have all the details, we will share them with you and take action from there.

  

  Business Response

  Date: 05/28/2025

  This was sent to **** on 5/7/2025.

  We received an update from *********.   Please ensure your bank receives the ID number below; that would be great.  Please do not email us your routing and account number. ********* is working directly with your bank.
   
  Hi Kammie,
  
  Thanks for your patience on this. I’ve received the Trace ID for this transaction. **** can pass this number along to his receiving bank to have them track the funds. I’m still waiting on the account and routing information he entered so I can pass that along as well once I have it.
   
  Trace ID: 0XXXXXXXXXXXXX
   
  Let me know if you need anything else
   
  Thanks!

• Initial Complaint

  Date:03/03/2025

  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.

  In September of 2024 I bought a 43" Element tv for my bedroom. I only watch for about 30 minutes each night before turning it off for the night. Initially it worked fine. But within a few months the audio and video quit matching up. On weekends when I had the time I would troubleshoot the problem. I tried everything I could think of over several months. Finally in January (3 months) after purchase I had enough and tried to return it. CS directed me to the company contact and said to start there as it was past the 30 day return frame. Element sent me to Xumo because it's their operating system. Xumo has been stringing me along for two full months. On2 seperate occasions I had to do a factory reset while on the phone, taking up a ton of my weekend time. They asked me to leave my tv on (while at work) for the entire day so their engineers could work on it. I left it on for an entire week. Now they're just stringing me along asking me to leave it on all day for longer. I'm done dealing with this and desperately need your help. I absolutely can not watch a tv where the audio and video are seconds off.

  

  Business Response

  Date: 03/06/2025

  Hello there.  We are so sorry to hear that Xumo has been unable to resolve this issue.  Element customer service will be reaching out to you to process a warranty claim. Please look for their phone call.  They will be reaching out within the next 2 - 3 days.

  Customer Answer

  Date: 03/07/2025

  Once this issue is completely resolved I will let you know. I have heard from them but I need to supply them with numerous pictures and proof of purchase. I plan on taking care of this tomorrow, when I'm not working. Thank you!

  Customer Answer

  Date: 03/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I feel that Element is stringing me along as much as Xumo did. They asked me to provide a bunch of pictures, which I did. They agree it's under warranty, but now they want me to use my valuable time to take the tv to a repair shop where I'll be responsible for taxes and I may not even end up with a new tv but rather a refurbished one. This is unacceptable.  I've included their requests below. I have been without a working television in my bedroom for well over 2 months. 
  
  Sincerely  ***** ****

  --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  From them:

  Thanks for reaching out. Sounds like you're having an issue with your Element product. We're so sorry to hear this, but please know we will try our best to resolve your claim as quickly as possible.
   
  To get your claim started, please attach a copy of your proof of purchase (POP) / receipt as well as the following information:
   
  1. First and last name
  2. Phone number
  3. A copy of the proof of purchase/receipt. Please see the example below.
  4. A full-screen photo of the front of the unit while turned on (including the power indicator light)
  5. A full-screen photo of the back of the unit
  6. A close-up photo of the back of the unit showing a clear view of the Element nameplate with the serial and the model number of the television.
  7. Shipping address:    Please help us with the correct spelling of your street name and add the appropriate street suffix. For   Ex: Ave, Rd, St, Ln, Dr, Way, Pl, Blvd, or Hwy.

  Thanks for getting back to us with additional details needed to complete your warranty claim. The information that you have provided gets us closer, but is still not 100% complete. We are almost there!
   ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  
  Please reply back to this email with the following information so that we can proceed with the warranty claim.
   
  *A close-up photo of the back of the unit showing a clear view of the nameplate with the serial and the model number of the television.
   
  The picture emailed is blurred, We suggest that you please resend the details. 

  --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  Thank you for reaching out regarding your Element product. To move forward, you will need to follow the simple steps listed below to schedule your repair.
  
  We want your product to be back up & running as quickly and conveniently as possible, which is why we partner with ********** to allow Element. customers to get authorized repairs at more than 390 stores nationwide (https://www.**********.com). At **********, you are guaranteed genuine parts and repairs by certified pros using official Element repair tools. Non-authorized repairs could void your warranty.
   
  Let us arrange a repair appointment for you at one of their stores and the appointment is not yet booked, We would need your confirmation to book the appointment. The appointment is available from 17th March.  Please be noted upon you responding or confirming for the appointment. The appointment will be booked for the next 7th or the 8th day, as this based on the repair slot's availability.
   
  The ********** locations nearest to you are:
  ********* 
  **** ** ******* ***
  ***** *
  Wauwatosa, WI 53222
  
  Please reply directly to this email or give us a call on 888.842.3577 at your convenient repair appointment.
  
  
  If for any reason ********** is unable to repair your TV, we still will honor your warranty. If a replacement is not available in the original model that you purchased, a comparable replacement may be provided in a different model.
   
  A few notes on this:
  1. All replacement TVs are Grade A refurbished units.
  2. All products received physically damaged, tampered with, altered and abused will be refused and returned at the customer’s expense and the warranty will be voided.
  3. All custom duties, taxes, and shipping and handling fees are the responsibility of the end user and are non-refundable.
  4. Warranty service for unit with missing or defaced serial numbers will be denied.
  5. Return authorization is good for 30 days from receipt of this document.
  6. If it has been past 30 days from the day you received this replacement process, please call us at 888.842.3577 before shipping your TV.

   

   

  

  Business Response

  Date: 03/18/2025

  Hi *****,

  We regret learning about this problem. This device should be replaced this week with a 43" TV that is currently on order. We will provide you this so you can monitor the product as soon as we obtain the shipping tracking information.

  Customer Answer

  Date: 03/18/2025

  
  Complaint: ********
  
  I am rejecting this response because: We are working on a resolution and once it's established I will close out this complaint.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/21/2025

  Hello there,

  We have sent an email on 3/20 with your tracking information for a Roku 43" that we manufacture. 

  Hello *****,
   
  Great news! Your replacement unit has shipped. We thank you for your patience & loyalty throughout this process. Please see below for more details.
   
  Replacement Model:   *********
   
  Replacement Shipping Method - UPS 
  Replacement Tracking Number - ***************** 
   
  Please don't hesitate to reach back out with further questions. We are always here for you!
   
  All the best,
   
  Vincent
  Element Electronics Customer Experience Team
  ###-###-####
  ***************@elementelectronics.com

  Customer Answer

  Date: 03/23/2025

  after waiting 3 months for this to be resolved, I finally received my tv yesterday. I was so excited, until.....I began opening the box. It seemed to be repackaged, so not a new tv. I figured that would have to do under the circumstances of such a long wait. Then, when I plugged it in I was beyond frustrated. To my dismay I saw that the tv had an internal crack. The front screen on initial examination appeared fine. The crack was not visible until plugged in. Now, three months later I have 2 tv's that don't work, thanks to Element. At this point, all I want is my money back so I can spend a little more money with a more reliable company.

  Customer Answer

  Date: 03/24/2025

  
  Complaint: ********
  
  I am rejecting this response because: The new tv arrived in a damaged box and after plugging the unit in I realized that the tv was damaged beyond use. Additionally, the tv appeared to be a repackage and was likely refurbished. I bought a brand new tv and that's what I wanted. I now have 2 televisions from Element that are unusable. At this point I simply want my money back. It's been 3 months of monkeying around and I'm tired of it.
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 04/02/2025

  I finally have a television that works, at least for now. It appears to be a refurbished unit as the box was obviously repackaged. I would have been most happy with a refund but have decided to close this case regardless. Thank you for your help in this matter!

• Initial Complaint

  Date:01/28/2025

  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.

  We purchased a 58in. Element Zumo TV on Thanksgiving Day at a local retailer. The TV was a gift that was opened on Christmas Day. It was kept in the packaging until Christmas. We set the TV up and our family watched football. Everything seemed ok. The TV was set up in a room that we did not use often. A few weeks after Christmas, we turned on the TV and the top of screen had green and magenta across the picture. The left side of the screen has a black circle with speckles in it. The 30 day warranty had expired at the place we purchased. We had the TV registered with Element. We contacted Customer Support. They requested photos and videos of the TV. They refuse to honor the warranty because they claim we submitted the TV to physical damage. We never subjected the TV to any force or pressure to the screen. We believe the problem was from manufacturing. It has been very frustrating. Element is not standing behind their warranty.

  

  Business Response

  Date: 01/28/2025

  Hi *****,
  Case number EU-*******:
  Thank you for reaching out to us regarding your warranty claim.
  
  Your product appears to have sustained physical injury, as indicated by the accompanying image. This can be caused by excessive pressure on the exterior screen at the top of the screen or by the intensity of impact. This is the cause of the blue floating pixel appearance and the lines that run down the screen. Physical damage is not covered by our warranty, and regrettably, this type of damage also invalidates the product's warranty.
  
  In the event that a third-party warranty was acquired, it may provide coverage for physical damage, screen damage, and other factors that are not covered by our manufacturer's warranty.
  
  Please visit our website at **************** to access our comprehensive warranty policy.
  
  This warranty claim will be deemed closed at this time. The images of the damaged television that were submitted to our call center will be appended.

• Initial Complaint

  Date:01/17/2025

  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.

  Element Electronics 55" 4K UHD Partial Sun Outdoor Roku Smart TV (New) Model # ep400ab55r-g_55_uhd_hdr_outdoor_roku_tv Serial # ***************** "I, ******* *. **********, did purchase the above Television from Walmart (online) on July 16, 2024. It was received in good working order on July 20, 2024 and was installed outdoors on my rear deck. It had been working extremely well for the first few weeks. This weekend August 11, 2024, after uncovering the unit I noticed what appeared to be moisture and a black stain across the interior TV screen. I had hoped that the stain would dry up after being exposed to sunlight and free flowing air but to no avail it still remains." Since filing a complaint in August of 2024 I was assured that a refund check had been mailed out (never received). I have made numerous attempts to resolve this issue and have had no resolution.

  

  Business Response

  Date: 01/22/2025

  Hi *******, We are sorry you have not received your check that was mailed back in September.  I have the finance team issuing a stop payment on the original check.  They will void it and send you another one to the latest primary address that was provided.  Sorry about the delay.

  Customer Answer

  Date: 01/22/2025

  
  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:12/30/2024

  Type:Customer Service 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.

  11/8 I contacted Element Electronics via their website asking “Where can we get a replacement remotefor our Element tv? It is less than one year old  Model E450AD70G” 11/10 email exchange ending with me saying “ It’s just the down arrow. The rest of the remote works fine. I just want to know how I can buy a replacement. “ 11/11 Element gave Element TV Accessory Replacement Process steps to follow which I did the same day 11/15 Element Electronics sent “An order was placed today with our warehouse, and we will get back to you within 5-7 business days with a tracking number.” 12/5 After hearing nothing, I asked “Can you confirm that this order was placed? Or can you tell me where I can find a new remote??” 12/5 Their response “We are coordinating with the Warehouse team and will provide you with the updated tracking details shortly.” 12/15 asked for update Their response “We are coordinating with the Warehouse team and will provide you with the updated tracking details shortly” 12/15 I reminded them they already said that to which they responded “We will share you the tracking details by end of the week time . “ 12/22 reached out after hearing nothing to which they responded “We will share you the tracking details by end of week time . “ 12/28 filing this claim after still hearing nothing and no sign of a replacement remote or information about how to purchase one

  

  Business Response

  Date: 12/30/2024

  Hello, there. We do not offer our remote controls for sale. We also have this order on backorder, and our remotes are expected to arrive by the end of January. Keep the tracking number that we have provided you with in your possession. Upon shipment, we will notify you via email and provide you with the ability to monitor the progress of the shipment. 

• Initial Complaint

  Date:12/27/2024

  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.

  The customer support rep interrupted me, ignored me, talked over me the entire call. Didn't listen to a word I said. Said there was no "tech support" the Element TVs I have stopped working with my Roku remote. I already spoke with Roku. (THIS IS NOT ON ROKUs END, THIS IS ON ELEMENT'S END) Element needs tech support to troubleshoot the issue with THEIR tv!!! Element customer service needs to stop gaslighting their customers. They are the problem!! They need to fix it. Absolutely horrid outsourced customer service!!

  

  Business Response

  Date: 12/27/2024

  Greetings. We are deeply regretful to learn that the remote is no longer functional. Thank you for also taking the time to contact Roku support. We have identified your case in our system and a team member will be contacting you. Downloading the Roku TV remote software on your smartphone is the initial task they may require you to troubleshoot. If that is successful, it may be a straightforward matter to send you a replacement remote control. We are grateful that you have contacted us again, as it will enable us to address this matter.

  Customer Answer

  Date: 12/31/2024

  An Element customer service rep left me a voicemail and left the main customer service phone to call back.  When you call the customer service #, you are on hold for 30 or more minutes. No direct ph # is given to a staff member that can actually assist. Just the main customer service line where callers are put on hold for an excessive and unacceptable amount of time. I'm not sure how they plan to resolve my issue this.  Also, a Shawn email me last week.  I replied to his email and then I never heard back from him. Interesting..

  Customer Answer

  Date: 01/02/2025

  
  Complaint: ********
  
  I am rejecting this response because: An Element customer service rep left me a voicemail and left the main customer service phone to call back.  When you call the customer service #, you are on hold for 30 or more minutes. No direct ph # is given to a staff member that can actually assist. Just the main customer service line where callers are put on hold for an excessive and unacceptable amount of time. I'm not sure how they plan to resolve my issue this.  Also, a Shawn email me last week.  I replied to his email and then I never heard back from him. Interesting..
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/02/2025

  Greetings. We have observed that you are experiencing difficulties with the Roku remote. We will send you a remote to determine whether this resolves the issues. If not, our service provider may need to repair it; however, we should begin with this.

  Customer Answer

  Date: 01/03/2025

  They sent me an email stating they are going to send me a remote for an Element Roku tv "in hopes this will resolve the issue." I don't even own an Element Roku tv and they are aware of that.  What a joke! This is comical. This company is such a joke. 

  Customer Answer

  Date: 01/03/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I already sent more info to BBB. The company sent me an email that they will be shipping me an Element Roku tv remote. I'm not sure how they think this is going to solve the issue since I don't own an Element Roku tv lol. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/03/2025

  Greetings, this is a BBB correspondence with Element TV. In the hopes that it will work with your Roku stick in the Element TV, we are sending you a Roku remote. Since Roku sticks are not manufactured by Element TV, we are unable to provide support for this device. Although we're doing everything we can to assist, you will need to contact Roku support regarding the Roku device.

  Customer Answer

  Date: 01/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: it's Element brand tv that refuses to work with the Roku remote. Element is responsible. The staff at Element Electronics are trying evade any responsibility for their product's malfunction.
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 01/08/2025

  Element sent me an Element Roku remote for an Element Roku tv. This is so absurd. This company has goofballs in charge with no problem solving or reasoning skills.  They sit and type the same erroneous messages over and over again. 

  I do not own an Element Roku tv. Why in the world would you send me a remote for one? I have an Element tv that will not work with my Roku remote d/t some malfunction with the TV. MALFUNCTION WITH THE ELEMENT TV. This company has been the absolute worse to deal with. Horrid abysmal company.

  

  Business Response

  Date: 01/14/2025

  Greetings, ****,
   
  The team reported that the remote for the Roku Stick that is connected to the Element TV is not functioning. The Roku stick and remote that were included with this device are not produced by Element. Nevertheless, we will send you an Element Roku remote in the hopes that it will resolve your issue. Here is the tracking information via ****.

  Replacement Shipping Method -****
  Replacement Tracking Number -**********************
  

  All the best.