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:02/04/2025

  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 bought a projector screen from Elite Screens on December 16, 2024 and they supposedly shipped it January 24th using ****** shipping. When I got the tracking info I was told I needed to schedule an appointment so I clicked the schedule appointment button then was told I didnt need to schedule an appointment for my order. I then called to double check as I really wanted my projector screen as fast as possible. Then they said my area did not have online scheduling and someone would call me in the next few days for a late that week delivery. The very next morning at 6:40am I received a text saying they were in my area and would be arriving in the next 40 minutes. Then the delivery guy only knocked on the storm door and didnt even wait and started walking away immediately. Then I was told he got in an accident and the police seized the truck. Since all of this I have been working with the store I bought the projector from and even they are not getting good cooperation with Elite Screens. This is Elite Screens problem for hiring shady shippers. The truck has been seized for over a week and Im getting no information and I have installers coming soon. I need this screen in a timely fashion as I have been waiting for almost two months.

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This company epitomizes everything wrong with customer service and product reliability in the modern market.Dealing with Elite Screens customer service is like shouting into a void. Repeated attempts to contact their teamboth via phone and emailwere met with radio silence. Weeks would pass without a response, and when they finally did reply, the tone was far from professional. Instead of taking accountability or offering solutions, their representatives exuded attitude and deflected responsibility.This screen was still in its original packaging when I obtained it. There were/are absolutely NO signs of impact damage on either the housing or the packaging from shipping. However, the screen housing was twisted (envision wringing out a wet towel), not dented or bent. And this twist impacted the functionality of the screen, not allowing it to lower properly. After much effort, I was able to mount the screen and get it to lower, only to then find that the screen has several severe folds in it, making it completely unusable.Despite their advertised warranty, Elite Screens refused to stand behind their product. Several weeks of of back-and-forth communication yielded no resolution.Instead of taking responsibility for the defective product, they shifted blame to the shipper and dealer. The dealer, in turn, claimed that Elite Screens was at fault. This endless game of finger-pointing is exhausting and shows a complete lack of professionalism. Sadly, my experience isnt unique. A quick search online reveals a disturbing pattern:Frequent complaints about long response times, with some customers waiting weeks or even months to hear back.Unhelpful customer representatives who seem more interested in dodging accountability than resolving issues.Refusal to honor warranties or provide adequate support for damaged or defective ************ particularly damning sentiment echoes through many reviews: Elite Screens does not stand behind their products.

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the screen directly from Elite. The upper limit did not work after less then a day of use. We followed all of their procedures to try to make it work but it never did. Now they want us to pay to package it up and pay to ship it back to them so they can repair it. They sent us a broken product and now want us to come out of pocket to get it repaired. We have already been fighting with this for over a month.

• Initial Complaint

  Date:05/04/2024

  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.

  Hello,I bought the Projector screen manufactured via Elite Screens, *** from local retailer (invoice attached) last year. The Projector was installed early this year and projector screen had issues. It was professionally installed by Geek squad and they mentioned, projector screen material is defective and needs replacment. Screen had wrinkles/waves all over the place even after they streched multiple times. They recommended i should call the manufacture and get a replacement screen. Per the manufacture warranty, the screen material is warranted for 2 years from the original date of the purchase. I contacted the manufcature and shared all the details as they suggested (pics attached). Shared details ***lude showing screen material was defective and wrinkles all over the place ***luding defective frames. Manufacure blamed on ***orrect installation. I paid out of my pocket installation fees again to get screen reinstalled with same results. I shared the picture again with the manufacute with no action from them and they refused to replace their product under the warranty despite submitting all the proof. This has been very frustrating expere***e and i need your help for resolution. POC for Manufacture: ******************* Technical Support Manager Phone: ***************** Thanks ***********************

  Business Response

  Date: 05/13/2024

  I showed your picture to my product manager and factory and they stated that the screen looks normal even with the crease that you see without the projected image. Sending you another material will have the same result, which really comes down to the assembly of the screen. Maybe the frame is not aligned correctly. A replacement material was not approved due to these reasons. I am very sorry about this. 

  Customer Answer

  Date: 05/17/2024

  Hello,

  In last 3 months i have installers come in 5 times and they have tried reassembling the screen with the same outcome. Crease does not go away even even with streching and using stream press. Infact, they mentioned one of the frame is little bend and that makes the things even worse. Their conclusion is the same,  material is defective. I cannot spend any more money on the installation with the same outcome. i need a replacement screen. 

  PICTURE QUALITY IS NOT GOOD. THIS IS UNACCAPTABLE. MATERIAL IS STILL UNDER WARRANTY. I NEED TO BE REIMBUSED FOR INSTALLATION AS WELL. 

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a elite screens fixed frame projector screen and I initially contacted elite screens about roughly 18 months ago which I still have emails for. The initial issue was that after moving the screen and trying to reinstall it many of the mounting holes for the springs were ripping rendering the screen useless and it is or was within warranty. It is 100% manufacturing defect as I've never seen a screen do that that wasn't that old. I contacted elite screens 18 months ago and they told me to put kapton tape on it which I thought was ridiculous but I tried it and it didn't work. I got frustrated I was traveling a lot for work so the screen went into storage and now I want to put it back up and I have been trying to contact Elite screens for weeks and they never answer the phone I've left messages and I've never gotten a call back. When I initially contacted them about this issue the screen was in warranty and it's a manufactured defect and they didn't fix it. I have past emails and receipt. Also I lost a bunch of the Springs so ordered more from them and the interesting thing is the springs they sent me were different design which looks like it would prevent this from happening in the future. But they refused to replace the screen.

  Business Response

  Date: 10/31/2023

  Any time a customer complains like this, it is due to not following our policy. For example, damages to the product are reported late. When this happens, we have to reject a customer's request for replacement materials. Another example is when customers purchase items that are refurbished or used through independent sellers, we clearly state in our warranty policy that we do not cover such purchases. Bear in mind that all denials of customers' requests will always be due to the customer inquiring/requesting outside of our policy. 

  Customer Answer

  Date: 11/01/2023

  I requested warrant service 18 months ago, within the warranty period and was told to put freaking kapton tape on it. The springs ripped right through the tape.

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 an LED light kit from Elite Screens. The first kit was broken in a particular location, so I filled out a warranty claim and was sent another light kit. The replacement kit was broken in the same exact location as the first one. When I submitted another warranty claim I was told by a rep that they tested a kit with their upper management and that there is no way the light could be broken unless I broke it or the box was crushed during transit, so I was denied my warranty claim. I handled the light kit with extreme care so I know its no way I broke it, and for it to be broken in the same exact location as the first kit should raise concern from the supplier. I tried to explain to the rep that I believe there may be a manufacturer defect on some of the kits, but was unheard with my concern. I asked to speak with upper management to get a resolution but was told no. This has been one of the worst customer experiences *** encountered. For a company to insinuate that the problem was caused by the customer when the issue is in the same place twice is unacceptable and insulting that no one will even hear you out. If it happened in another location I would understand but in the same location I would expect for the company to try to see whats going on.

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 projection screen in the last 3 years that was manufactured by Elite Screens. Their warranty only covers 2 years, which is fair because we never imagined that a broken remote would make the entire EXPENSIVE system unusable! The remote is not functioning and I called to asked to purchase a replacement or file a claim under their warranty. I was told by *******************, that they no longer manufacture that remote and thus the screen is unusable. The only resolution I was offered was to purchase an entirely new screen at almost $2,500. They would not offer a discount or anything. Basically forcing me to pull out a ************** valued at $2,500. This is crazy unfair and irresponsible. I think it it only fair that they exchange my unit for one that works. I have attached our correspondence. I have pictures of the unit as well.

• Initial Complaint

  Date:09/17/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Item was purchases off of there Amazon store on Aug 17, 2022. item Order# ***-7174620-2825053 Item amount $1122.43 item was suppose to be brand new in the box the resean im filing this complaint/dispute is because i purchased a 115" projector screen in good faith because they have almost a 5 star rating. upon receiveing the item i assembled it follwoing there instruction. one screnn was fully built when i hung it on the wall i noticed it had a *****" blemeish across the left side of the screen. i contacted them filed a return claim which they approved. they asked me to send them photos of the screen which is what i did. I paid $140 out of pocket to return the item becuase they wouldnt pay for the return shipping for the damaged screen i receieved. i repackaged the screen exactly how it was shipped to me. one week later they contacted me and said they received the screen and they are not refunding my money due to the damage of the screen. they send me picture of the screen with a bunch of new damage that wasnt there when i sent it out. the screen was carefully rolled up and placed in the hard cardboard tube it came in. There is no way the screen could have got damaged during shipping. those damages where cause on purpose to avoid returning item. i explained to the company i did not send them the screen like that and there response was we are not refunding your money you can make arrangments to pick up your screen have a good day. I paid over a $1000 dollars to a compnay that i thought was repretuble but this is unprofessional and un ethical the way they deal with customers. I received a damage item paid out of pocket to send it back only to be blamed for new damages that were not there not refused a refund and i also paid money for the return shipping. *** reached out to them and ask them to do the right thing and refund my money back. i sent back there item all i wanted was my money back and they stop responding to me emails and they also kept the product.

  Business Response

  Date: 10/08/2022

  Reason for denying the refund:

   

  We sell only new products. All of our high priced screens have been photographed to show the condition before it is packaged at the factory and then sent to the customer. They way that the customer mishandled the screen made the product unsalable. Our company can provide a refund only for resalable items that are returned. This information is relayed to the customer prior to the item being sent in to our warehouse. After the item is rejected for a refund, the customer is given the opportunity to retrieve the item at his/her expense. Photographs of the condition of the item were provided to the customer after we received it.

  Customer Answer

  Date: 10/08/2022

  not only did this company not refund me my money the clasp kept the screen I paid almost $200 to return Im the same package they send it to me in. They damaged the screen and took pictures to make it seem like I sent it back like that. I returned hundreds of *********************** and for the first time every a company is trying to get out of refunding me my money and trying to blame me for the return being damaged just to get out of paying. This company are scam artist Im sure Im  not the only one they have done this to just to avoid refund someone there money.