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:04/25/2025

  Type:Product 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.

  Upon recieve this controller the end of the cable had been ****** off, None of the leads were labled. Were the timer was mounted the screws holding the timer into place in its housing they were all loose and falling out. As if someone had problems and they repackage the unit up and sent it back for credit back . I contacted Larson several times by *************** I talked witwo differant people, They assured me some one would contact me. I sent photos, multible times, only to be asked to send photos again by email. I made payment on March 26, 2025, I called on the 27th of March 2025 explaning the problems. Larson told me that I had to send emails to ********************************* And **** would get back with me. Its April 25th 2025, I received 1 email in 1 months time. All I want is to recieve the part that I ordered and paid for.

  

  Business Response

  Date: 05/08/2025

  Order ****** - This was logged and then closed accidentally it appears.  You are right. We sent the wrong thing.  We will send an RGA to get it back and replace it. Please respond with *** at your earliest convenience.

  Customer Answer

  Date: 05/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/24/2025

  Type:Delivery 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.

  Ordered specialized equipment needed to use for *** playoffs and my client. Spent several weeks trying to get in touch with this company. Several email and phone calls. When finally reached someone, multiple fail points in communication. Couldn't get the quote correct, which resulted in being split into several orders. I arranged for the shipping and my shipping company was sent away saying shipment wasn't ready, then was called later saying they looked at the wrong order and it was ready the whole time. Upon receiving the equipment, we noticed that some parts were mismatched, rusted, scratched and dirty. Primarily the most expensive item. This 13.5 fool telescoping mast is now leaking and not holding pressure as well. I have sent several emails now regarding resolving this issue as well as multiple phone calls and even text and phone calls to the president of the company. I've had 0 response to all attempts. Quite frankly, there isn't enough characters left for me to detail how completely incompetent this company and it's staff has bee from the top down.

  

  Business Response

  Date: 04/28/2025

  It makes no difference what we do, this customer will complain.  They complained about how we quote, how we answer the phone, how we handle order processing, etc.  We thought about not selling to this customer.  But, instead we actually educated the customer on all the components needed for the application, because these products have been used before for the same application.  The units were tested and we have videos of the masts holding pressure, etc. If they do want to use the product, send it back for a refund.  That would be our preference as well. 

• Initial Complaint

  Date:03/06/2025

  Type:Delivery 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.

  Ordered a spotlight 3 months ago, have not received the product and the original ship date has come and gone. Called 1 week after the original ship date, got ahold of somebody obviously not in this country, and was told it would ship by February 21st. I set a reminder in my calendar and called the only number available again and again, got a representative from another country, and was told "I'm not sure why this has not been shipped, we have them in stock". I was assured that he would have one sent and that I would receive an email in the next day or so with the tracking number. It has now been another week with no response and no email. I called again and could hardly understand the representative with his thick accent but I was told he doesn't know why it has not shipped but he would forward it to the team that handles this and they should be emailing me shortly. I understand that things happen and part availability is challenging these days but this company is very hard to get ahold of to get answers and seems to have a division of their company that answers the phone to put people off as long as possible. I need answers on my order!

  

  Business Response

  Date: 03/19/2025

  The antique 5-inch chrome coated head appears to be discontinued.  What is available is a 6-inch chrome coated polycarbonate head. Are you good with that option?

  Customer Answer

  Date: 03/24/2025

  I am rejecting this response because:   They emailed me a week ago with the same response, asking if I was OK with a bigger light. I responded YES that I that would be OK and when would it ship. I have not heard back from them. I have sent an email every day looking for a ship date and no one responds. I will be satisfied when they ship it and I receive it. I am not sure how they stay in business with absolutely no way to talk to a person that can answer questions about an order.
  

  

  Business Response

  Date: 03/28/2025

  Your order has shipped, and you should receive tracking from our system. Thank you for choosing Larson Electronics and I'm glad we were able to help you find a solution.

  Customer Answer

  Date: 03/31/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/10/2025

  Type:Order 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've been trying to get a refund for 6+ weeks for a charge of $185.47 for next day air shipping (we needed it that following day for a job). We didn't receive the item for 6 days, certainly not next day, so when we called initially to ask what happened, we were told that *** was to blame as they did not choose the correct shipping type. When we contacted ***, they provided an email with proof that Larson selected ground shipping. We sent the proof of same to Larson via email on 1/13/25 with no response back. Since then I've been following up countless times to no avail. No return calls, no email replies, countless hours I've spent calling and explaining the same situation over and over and the only response is "we'll look into it". To date, we have received no response or resolution, they essentially took our $200 and ran.

  

  Business Response

  Date: 02/27/2025

  A trick that *** plays is when the *** shipments miss the air dock, they just regenerate a ground label and apply it to the box.  Given how closely the customer has been tracking this, they would know that we credited ****** on 2/13/25 to the payment method they used.  That is the difference between next day air and ground shipping. We also emailed the ******** receipt on that date as well to the customer.

• Initial Complaint

  Date:01/27/2025

  Type:Delivery 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.

  6 months now!!! Order ******. Resolve and deliver. Stop lying to me. My project is wrecked. Just deliver and show some kind intent at being an honorable business.

  

  Business Response

  Date: 01/28/2025

  Customer ordered 100 units on 8/28.  We shipped 65 units on 9/6 from stock component build.  The remaining 35 units are shipping today as the customer knows, since they called and were told this several times yesterday and today.  940nm is a very unique IR range, typically for military operators using *** 3/4 optical equipment.  There is not much call for this since the Iraq/*********** operations ended.  So we have to bring in those 940nm chips when needed.  It takes time.  As we tell everyone in the milspec business, get us a blanket PO with ship dates over several years and we will have the lights built and ready. We do this for the largest military equipment manufacturers in the world.  We know that they need and we have it ready when needed.  Its not that complicated.  But if you are going to ask for specialized products on the fly, lead times will vary, especially since the nonsense of 2020 perforated the supply chain. We were able to ship 65% of the order immediately but the rest required slow lead time components.  We give dates based on what our suppliers call out.  If they move, we move.  This moved several times, but there a very few sources for what we need that matches the board design for this light.

• Initial Complaint

  Date:12/10/2024

  Type:Delivery 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.

  Worked with Larson a a project I had coming up, I was quoted a lead time of 3-4 weeks. We ordered product expecting it to be fulfilled in that time frame. Larson has now delayed the project 7 times the latest estimated ship date is 12/19/2024. I have little reason to expect this to be accurate as it is the seventh time I have heard this. I have tried contacting Larson numerous times via text, chatbot, phone calls and email. I get zero response. When I do get someone to answer they cant help me and don't have a supervisor available. Conveniently everyone is out of the office and no one ever gets back to me. This is for a government project which has hard deadlines I have already missed due to Larsons false delivery dates, broken promises and poor customer service. I want a hard ship date and a discount for the delay. Larson's labor issues are not my problem if they weren't able to deliver on time they should have been honest up front I would have selected another vendor had they told me the lead time was ***** weeks. I feel Larson falsely represented themselves and have little to no faith in their ability to complete this project. Their customer service is non-existent I have tried contacting them several times to cancel so I could go with someone capable of completing this order. Due to Larson's refusal to answer any of my numerous attempts to cancel or get a hard delivery date should at the very least warrant a discount and completion of the project or cancellation and a full refund of my money. At this point I just want what we ordered but any further delays past the 19th are not acceptable whatsoever.

  Customer Answer

  Date: 12/11/2024

  Larson has finally responded with ship date, I wish to withdraw complaint. Original issue was with lack of communication and a response to numerous attempts to contact Larson for updates on a project with a hard deadline plagued by multiple delays. I am unhappy with the overall experience but I no longer feel the BBB complaint is warranted.

• Initial Complaint

  Date:08/19/2024

  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.

  Somehow this "Business" is charging company credit cards for hundreds of dollars even after fraud was detected and disputed with the Bank and new cards with new numbers were sent out. All the phone numbers they have are not in service except ************** which led me to speak with a foreigner, who when asked, said he was in the ** after a few seconds hesitation. I was put on hold and when he came back, he asked me to email them my credit cards numbers which of course I refused. I believe this business is fraudulent and do not recommend ordering from them.

  

  Business Response

  Date: 08/21/2024

  There is no quote or order for this email or email domain so we have no clue what this person was trying to do. We have been in business since 1973 and have nearly ****** positive reviews. 
   
  We used to have a full American customer service team.  But over time, mot left.  Some went on to the production floor, some left and some went into marketing or other functions in the company.  Given the demand for labor over the last 4 years, there are many options for jobs, and as it turns out, Americans dont like customer service jobs at all.  All it takes if a few nasty folks every day to rather quickly encourage them to do just about anything else.  So we use folks from *************, the ***********, etc. to fill those jobs.  They are enthusiastic, always looking to improve, and show up every day. Most importantly, they follow the established processes, which is fantastic.   Interestingly, we did some analysis and found that of the people that called in, which is only a small part of the customer service interaction, about 70% spoke Spanish or another language as their first language.  So staffing the phones with people with similar characteristics has improved communications in many cases. 
   
  We insist that all technical inquiries and detailed specification requests for quote are done via email to reduce errors, so this eliminates the need for verbal communication and we get requests in English, Spanish, French, Arabic, etc.
  Consumers can purchase online.  Commercial and industrial customers purchase via purchase orders, in response to a quote, with a variety of payment methods. We send out quotes for all requests and if we get complete information, we can add a link for online credit card purchase directly to the quote. Online chat is also an option.  We also offer a credit card authorization form for those who request it.  For the customers that insist in calling in their credit card, they will need to provide it to whoever we staff the phone with or use one of the other methods provided.

• Initial Complaint

  Date:07/10/2024

  Type:Delivery 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.

  Order 2 light trailers in late April early May. Estimate was 6 weeks. Kept trying to get updates as order was getting close to shipping. We were told via auto email it would ship June 19. Nothing for several days. After multiple calls and emails finally got another email shipping July 3rd. Called and got a new update End of June called *** got anther email and a shipping tracking number on the 28th. The tracking number was made up and the shipping company had no such shipment. Called emailed *** chated several time with nothing ever back. Just talked to ***** with sales he said he could not do anything. He said his manager was **** but have never heard from them never a call or direct email back.

  

  Business Response

  Date: 07/12/2024

  This is a flatbed shipment.  The original carrier had an issue and brought the shipment back.  The shipping coordinator was unaware as they dropped the units off on the fabrication side of the highway and not the electrical/shipping side.  New arrangements were made and the trailers were shipped on another carrier.  With the 4th holiday in the middle of the scenario it took time to identify a new available carrier.  The new tracking details were not entered right away because the shipment was already marked shipped.  The current tracking number shows delivery on 7/12.

• Initial Complaint

  Date:04/30/2024

  Type:Delivery 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 ordered a Transfer Switch from ************ on September 29th, 2023. According to their website it was one week lead time to ship. It is now 4/30/24 and I have still not received the Transfer Switch. I have been on their chat line almost 30 Times and called about ********************************************************************************************** full and yet 8 months later i have not received one phone call back. i have emails with new dates that have been since October of last year and not once have they hit the date. No one will call me back and they keep dropping the phone calls whenever i call them.

  

  Business Response

  Date: 05/03/2024

  When we move the date, we provided a paragraph of explanation, whether it be vendor delays, equipment issues, labor issues. etc.  The customer service people can see the same information that was sent to the customer.  There is no additional secret information.  When we brought in the switch components, they did not test out properly and it has taken a few cycles to get the right parts in that are properly compatible with the original configuration.  And when each cycle takes 4-6 weeks the times adds up.  The unit is set to ship 5/3.  This does seem like a long lead time but when industry lead times are at ***** months it is pretty attractive.  ****** conceived lock downs in the early 2020's have a caused ***** years' worth of disruption to the supply chain.  We sent out 19 updates as we moved through this process with explanations. We know that people don't like to see the date move, but sometimes the best we can do is notify of the new date when we get new information, or the problem set continues to change.  Again, there is nothing the phone people know that isn't already on the email updates.  Our goal is to ship items out as quickly as we can.  There is no upside to keeping orders on the floor or in the warehouse.  These are complicated products and when problems arise, they take time to solve.  We provide email updates.  Calling and badgering the customer service people cannot solve these problems or change the timelines.  If this was a pure service business, perhaps the squeaky wheel theory could work, but when we await components from various sources, etc. no amount of squeaking will expedite the timeline.  We process over ****** order per year, and most are fairly complicated. More than 99 percent go out in the quoted timeframe, but when some orders go sideways it is usually because there is a significant problem that needs solved. 

• Initial Complaint

  Date:04/18/2024

  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.

  January 2024 I inquired a out a transformer to purchase. The salesman came back with a price and that they had four in stock with a 4 day ship time. This was a $2400 unit with shipping. So after about 3 days I made the payment and all was good. After not hearing anything back I called to find out my ship date. After going back and forth I'm told it is in production and will ship in the end of February. I was upset but I was going to make it work. That date comes and goes and the next date is a week later do to them supposed broke a panel. That date passes and it moves another week. Then that passes I call so upset and they once again say you can't talk to a manager and they will email the date. So then I get a date of the end of April! I call in to just cancel it all because of so many broken promises from the beginning. After this I get a email that I will only be getting $1500 back do to they had to keep the money because they bought materials and such. So I am out about $1000 because of there broken promises many times over. I send a email about this issue again twice and no one will reach back out. This was just a disgusting way to treat customers. When sending these emails I sent the original ones back with all these promised dates and that they had 4 in stock with 4 day ship time. I will never use this company again and will always tell other people in the trade to be aware of there practices.

  

  Business Response

  Date: 05/01/2024

  This is a unique order.  The transformer has secondary taps which is very unusual.  The in-stock unit was damaged in transit moving from one building to the another.  We replaced the damaged panel, but when we tested the unit, there were issues.  We automatically change the date in the system as we worked through the issues and this date is sent to the customer via email.   The customer chose to continue so we ordered in new materials to build a new unit. We expected the materials on 3/14, but there was a vendor delay.  It took a few days to get the vendor to provide an update.  Another update was sent out indicating that the vendors materials would be late on 3/18.   The customer waited until 3/20 to cancel. At that point we committed time and material to the order.  The cancellation fee reflects that financial commitment as noted in our terms/conditions.  We sent out updated on 1/10, 2/22, 3/5. 3/10, 3/14 and 3/18 via email with updates and explanations.  When someone calls or chats the customer service people just read those same messages because that is what is in the system.  It appears that this customer is an electric provider, and if you have ever tried to debate a utility charge, find out when an outage will end, etc. there is little in the way of explanations or updates. So, we believe by providing continuous updates is a step above and does not warrant 50 phone calls/chats.  Out terms and conditions are clear and lower, or no cancellation fees would have been assessed if they cancelled sooner, but they waited until 3/20 to do so.