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In Central Virginia

BBB Business Review

Consumer Complaints

BBB Accredited Business since 3/1/2010

Home Cinema Center, LLC.

(877) 327-0056

Customer Complaints Summary

55 complaints closed with BBB in last 3 years | 13 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 1
Delivery Issues 7
Guarantee/Warranty Issues 5
Problems with Product/Service 39
Total Closed Complaints 55

Additional Complaint Information

BBB has received a pattern of customer complaints alleging service issues. Complaints allege consumers receive furniture damaged upon delivery.

The company notified BBB that the complaints received in our office are less than .01% of the company's customer base. The company has policies in place and customers have access to the policies with every notification received by their company. The company stated with each delivery, customers are given ample time to look over all merchandise and sign it. Damages generally occur when they move to a new residence with the furniture or move the furniture thru their house or building several days/weeks/ or months later. We do not cover claims of this kind and this describes nearly all of the complaints received by the BBB office. Going forward we will continue to broadcast policies we already have in place so every customer is aware.

The company has followed up with the BBB to issue the following modified information on their website:

Several changes have been made to this section of the site regarding policy procedures: http://www.homecinemacenter.com/help_answer.asp?ID=21#137#137

Please accept all furniture and do not refuse any portion of the shipment.  This greatly expedites the resolution of the claims process.  With nearly all claim issues: parts can be ordered or simple repairs can be made on site by our network of experienced furniture technicians.  Refused shipments are subject to our standard Return Policy.

If the package should appear to be significantly damaged, accept the delivery and call us immediately so we can give you further instructions and expedite delivery of a replacement product. (All damaged product claims must be placed with in 48 hours of receiving the product Home Cinema Center will not be responsible for damaged product after the 48 hour window. If not reported within this amount of time we may not be able to assist you with the problem. You will be asked to provide photo's of the damaged items and to hold on to items until claim has been completed. We will do our best to assist you and expedite your replacement product but must be notified immediately to be able to do this.).  Once you have sent in all required information, please allow up to 5 business days for a response from our service department.

Industry Comparison | Chart

Home Theater, Internet Shopping, Furniture - Retail

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Closure Definitions

Complaint resolved with BBB assistance
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Central Virginia. Businesses may engage in more than one type of business. This comparison does not account for the length of time the businesses have been operational. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by the BBB.

# of businesses with NO complaints in the past 36 months 0
# of businesses with 1-4 complaints in the past 36 months 0
# of businesses with 5-25 complaints in the past 36 months 0
# of businesses with 26-99 complaints in the past 36 months 1 Home Cinema Center, LLC. is in this range.
# of businesses with 100 or more complaints in the past 36 months 0
Total # of same relative size businesses in the BBB database in this type of business 1
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BBB began including complaint response text in BBB Business Reviews on 8/21/2012.

BBB reports the complaint response text for all reportable complaints against a business that are filed electronically at bbb.org.