Complaints

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

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  Element Electronics

  392 Us Highway 321 Byp N Winnsboro, SC 29180

  
• 

  Element Electronics

  6423 City West Parkway Eden Prairie, MN 55344

• 

  element

  15930 E Valley Blvd La Puente, CA 91744-3930

• 

  Element Electronics

  6423 City West Parkway Eden Prairie, MN 55344

• 

  Element Electronics

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

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:11/21/2022

  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 65” Roku tv around Thanksgiving 2020. Earlier this month the screen dimmed, but I could still hear the sound. I tried all the troubleshooting suggestions found online. I called support and the rep walked me through doing all the things I’d already tried and suggested a reset. Eventually the screen brightened. Unfortunately it did not remain lit. It keeps going in and out sporadically and none of the troubleshooting methods work now. It decides when it wants to work properly. There is obviously a bad component and judging by all of these reviews, there must have been an entire bad batch of these televisions. I’ve not had the tv but for almost 2 years. No tv should only last two years! I have smaller televisions that I’ve had for 8+ years from other brands that are still going strong. I’ve contacted support through phone and chat and they said it’s outside of warranty. In the case of this particular problem of being a faulty product, and with it being so widespread, there should be exceptions made for these horrible tv’s! The reps don’t seem to care they’ve sold a faulty product to hundreds of people and keep bringing up that it’s outside warranty. If it were a single issue and outside of warranty I’d say well, dang I guess I got a bad one, but from the looks of it, there is a widespread occurrence of faulty tv’s and element doesn’t seem to mind it.

  

  Business Response

  Date: 11/21/2022

  Hello ******.  Thank you for reaching out.   We are sorry to hear the TV is no longer working.  There is a one year warranty for our Element TVs.  We will have one of our customer experience agents reach out to you.  Hopefully, we can help trouble shoot a resolution or be able to process the warranty claim quickly for you.

  Customer Answer

  Date: 11/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: I still provided all the information requested, but I stated in my original complaint when the television was purchased. Their response was it has a one year warranty. That is the same thing the chat and phone personnel stated and it has been over a year. Being that there are mass issues with these tvs, a recall should be issued and provide us with a refund to get a tv that lasts. As stated in my original complaint, I have tvs that are 8+ years old that still work properly from other brands. This company knows their products are faulty and still gives the runaround when “finding a solution”, which from any upstanding company should be to recall the items. The man was nice, but until I came here and read the response I thought they actually read my complaint and understood how long it had been since my purchase. Now it is clear they did not. A warning to all those searching for a tv: AVOID ELEMENT BRAND!!!
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/16/2022

  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.

  My name is **** ****** and I purchased a roku element 58" tv on 11/2/22. I tried to set the tv up on 11/12/22 only to find out that the remote is not working. I contacted a representative through the customer service and I did get through. I followed all of the required steps for them to send a new remote to my address but still have not heard back from them. I tried several times to call them but I can't seem to get through. I even replied back to the email to find out the status on the shipping of the remote but still have not heard back. Got a brand new TV set up and ready to go but can not get through the set up process! EXTREMELY IRRITATING. Someone needs to contact me ASAP on this matter!

  

  Business Response

  Date: 11/21/2022

  Hi ****,

  We have the new remote control on order.  Sorry for the delay in our response time.  Our call volume increases during this time of year.

  Here is the copy of the email sent by a CX agent.

  JosephYesterday 08:47(assign)
  Hi ****,
  Case # EU- *******
   
  Thank you for contacting Element Electronics Customer Experience Team.
   
  We have received all the information that you sent us in regards to the replacement of the Remote
   
  An order was placed today with our warehouse, and we will get back to you within 5-7 business days with a tracking number. We appreciate your patience and loyalty.
   
  Thanks,
   
  Joseph
  Element Electronics Customer Experience Team
  888.842.3577
  ***************@elementelectronics.com

• Initial Complaint

  Date:11/15/2022

  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 an Element 50" 4K UHD television from ****** on February 22nd, 2022. Since then I've had nothing but issues with the tv. My TV screen is completely black, my indicator light isn't turning on. I've switched it from several different outlets so I don't believe my outlets are the issue. I've filed 2 claims, regarding the same tv because I never received a response back. I filed once again and still haven't heard back. I'm frustrated because my warranty is up in a few months.

  

  Business Response

  Date: 11/15/2022

  Hello ******,
  
  Thank you for reaching out. We can see your information in our system and it appears the team is working with you to process the warranty claim.

  Customer Answer

  Date: 11/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been speaking with representatives over email for a few days now. They're telling me I have no choice but to go to the uBreakiFix store in Woodbury. I have stated to them in responses politely informing them I don't have the ability to get to the store as I don't have a car to go there and have asked for an alternate solution to my issue.

  

  Business Response

  Date: 12/02/2022

  Hi there, we have mailed your refund out to you back on 11/21/2022.  Our internal case is closed.  

  Case Number: *******
  Check Number:4XXX0
  Check Amount (USD):XXX.XX
  Mailing Date: 11-21-2022

• Initial Complaint

  Date:11/10/2022

  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.

  11/22/20 Bought a 70 in rouku element tv Nov of 2020 and a red light is blinking about 1 month ago..model number E4aa70r.. They seem to have a defective part item reading the reviews of the same TV..I did register the TV for 2 years but its a bunch of nonsense what you have to go through with their so called customer service which is very hard to get them. The tv is blinking a red light and will not power on. I did all the troubleshooting problems and nothing worked. I've been contacting customer service for days and no response. I was told it will be a 3 mins wait which needed up to be a 20mins hold time. I was then transferred to a voicemail line. This product was registered and still under the two year warranty. I want a refund on my TV of 299.99 Plus 21.00 tax see receipts attached

  

  Business Response

  Date: 11/15/2022

  Hi ***,
  
  Sorry to hear the TV is no longer working. One of our team members will work with you on the warranty process. We have been waiting to receive the registration confirmation email. We will help work though this if you have not been able to locate it. We will be in touch.

  Customer Answer

  Date: 11/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Element Electronics They have my email ..

• Initial Complaint

  Date:11/08/2022

  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 this 65" Roku TV on November 26, 2021. In July 2022, the screen went black while sound can still be heard (sometimes). I tried all the troubleshooting as recommended, but it still doesn't work. I have tried calling a few times, but never get through to a customer service rep. I leave a message but don't receive a response. I'm running out of time on the warranty, and would like this TV either repaired, replaced, or refunded ASAP.

  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/11/08) */ Hi *******. We see your case in our system and will have a team member reach out to you to assist in processing the warranty.

• Initial Complaint

  Date:10/25/2022

  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.

  Called Spectrum Cable re: setting up for **** and other stream channels. SPECTRUM gave me the number to call Element. Left 10 messages, been on hold for 20 minutes..no response

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/26) */ Hello *****, We will have someone reach out to you. We have recently had higher call volume than normal. We will for sure have someone reach out - we will be in touch.

• Initial Complaint

  Date:10/21/2022

  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 an 50 4K UHD Tv on 11-14-2020. Two months ago the tv stopped working and showed a black screen. I reached out to ONN Support several times and was unable to speak to anyone to be sent to voicemail. I left several messages and still no call back. I reached out to ONN Support via email on 09-20-200 to advise them about my Tv no longer working. The emails went back and forth from day to day being mislead by different representatives. I first started out with the troubleshooting that was recommended but didn't resolve my issue. I advised the support team via email and then was asked to provide a receipt.In the past two years I purchased 2 Onn Tvs and I thought that I had lost the receipt.After going to ******* and speaking to management whom advised me that in order to reprint a receipt than they would need the date of purchase and exact register # of purchase. I contacted ******* online services who could not locate the receipt either. I began to search and finally found the receipt after following the steps that was asked of me to complete the warranty claim. I was told to contact a local repairman. Then I was told that they had contacted ******* and that ******* would be able to help me with a copy of the receipt. After driving back to ******* only to be told by management that they had not been contacted by anyone, I emailed ONN Support to see who was contacted at *******. I never received a response. After uploading the receipt, I was emailed by Vincent that the Tv was out of warranty even though the Tv was registered previously after purchasing before the 90 days and that the case was closed. I called ONN Support and left a message and which Axel returned my call. He did let me speak to a Supervisor because he stated that he could handle the issue because he had my information in front of him and that the Supervisor calls are usually lengthy in time. He stated that he could not find when the Tv was registered within 90 days after purchase date.

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/21) */ Hello there, sorry to hear the TV is no longer working. It wasn't not registered within 90 days of purchase. However, we will reach out to you and process a refund of the purchased price of the TV that is having issues.

• Initial Complaint

  Date:10/18/2022

  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 an element 55 inch 4k uhh roku tv on 11/6/2021. I ordered from ****** and paid 299.99 plus tax. Over the last few months the tv started to get lines on the top and on the bottom. I tried calling the company many times the last two months. I have sat on hold and had to leave a message and never once got a response. Now the tv is starting to go black on the right side along with the lines on the top and bottom. Again I called the company had to leave another message. I also tried online chat with the company several times, it says connecting then just disconnects every single time. This company is supposed to provide one year manufacturer warranty. Well one year is next month for me and id like my tv fixed, a new one, or a full refund. Getting a hold of them is ridiculous and time consuming. Having a tv that is not working correctly for no reason, especially in less than a year, is horrible.

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/21) */ Hi *******, we do see your registration case in our system and on 10/19/2022 we emailed that we are in need of the serial number on the back of the TV to finish registration. I will have someone reach back out to you to see if we can help get this information from you and prepare your warranty claim.

• Initial Complaint

  Date:10/11/2022

  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 2 Element 55 inch televisions Model E4AA55R from Target on October 10, 2021 and both televisions has started glitching in and out at times and lines are also going across both screen's. Neither tv has had any damage to it at all and are in 2 different rooms in home, but both has the same electric issues. I contacted Element September 19th regarding this week's ago and it has been nothing, but back and fourth emails from the company regarding troubleshooting the tv's and sending photos to them. We've done all the troubleshooting steps which made no difference on either tv and the photo's Wow I've must've sent in around 30 photo's. I've provided proof of purchase, date and from Target, I've shown numerous photo's of both televisions on without physical damage but screen line's are there on both, I've also sent in both model and serial numbers. I own 3 other tv's that I've had in my home nearly 10 year's without any problems, but I've had these less than a year and they already nearly out of service for good. I suggested to this company that they discontinue selling these tv's it's wrong to continue to do knowing they won't last a year consumer's deserve better. Than to request a million photo's of proof and troubleshooting steps knowing that these are damaged electronically to begin with is just wrong. I'm requesting a full refund for both televisions and I won't Ever purchase another Element tv!

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/13) */ Hello *******, sorry to hear the TVs are having issues. We have reached out to our RMA team to ensure they get your refund sent to you. Consumer Response /* (3000, 7, 2022/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I don't accept the response from the company. I've repeatedly told them that this is for 2 televisions and serial numbers ending in 2560 and 2570 with photo's sent as proof as well. From what I've seen it looks as though the company is sending out a replacement check for $330, but this should be for a total of $659. I've emailed them twice concerning this with no response and I have numerous emails starting from when I first contacted them that I purchased 2 televisions and they both has the same Issues not even turning on now! I also sent them another picture Again of the other serial number yesterday. They are making this situation hard to deal with. Why would the company replace 1 tv and not the other that's clearly damaged and they know that? Business Response /* (4000, 12, 2022/10/24) */ Hi *******, we have your case details. We will have someone get on this right away and get the second check sent out to you this week.

• Initial Complaint

  Date:10/11/2022

  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.

  Company will not respond to me been trying to call to get warrant information about my electronics and no one has gotten back I wanna get this issue resolved before the manufacture warranty is off

  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/13) */ Hi *********. We see in our system where you left us a few voice mails. We have your email address and the team will reach out to you via phone and email. Thank you for reaching out and we will be in touch.