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:05/23/2024

  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.

  On Aug 3, 2023 I purchased a TCL - 50" Class 5-Series QLED 4K UHD *************** model 50S546 for $379. dollars plus tax for a total of $413.71. Since that time I have made at least 10 calls to TCL to fix issues with the television. First, the sound stopped working, then a grey screen would appear when I turned the tv on, nothing would load and the grey would run across the screen as if it was about to load. After taking a video, providing the video to TCL, and spending an inordinate amount of time on the phone with TCL, TCL sent a technician to my home to fix the tv. After the technician fixed the tv the the grey screen continued to appear when I turned the tv on. In addition, the technician informed me there were known issues with the 50S546 tv. If the technician knew this then TCL must also know there are issues with the 50S546 tv. In addition to the grey screen continuing to appear, the following issues have happened:1.The remote repeatedly stops working 2.I can go to an application, and when I select a show ,the screen with all of the show choices remains on the screen while the show plays (I can hear the show, but not see the picture)This product is defective. Problems that TCL fixes over the phone and in person just reoccur, therefore, they are never truly fixed. I was sold a defective product and want to return it for a refund since TCL is unable to a) fix the issue, and b) new issues continue to occur. TCL is just trying to avoid refunding my money and dragging things out until the one year warranty expires.

  Business Response

  Date: 05/28/2024

  We are investigating the next step and will contact the customer directly.  

  Customer Answer

  Date: 05/29/2024

   The business has not contacted me.

  Business Response

  Date: 05/30/2024

  Contacted customer directly and offered a resolution.  The customer said they will get back to us.  

  Customer Answer

  Date: 06/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:05/22/2024

  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.

  I bought my tv in March of 2024. It had a darker spot in the corner. It did get better however everytime I turned my tv it was kind of fuzzy. I turned my tv on the other day and have green and red lines in it and half of my screen is black. I had been at work all day. I contacted the place I bought it from, they told me to contact TCL customer service. I had dealt with them for 2 hours on the phone and sent them emails back and forth with everything they needed. They can back and told me it wasnt covered under warranty and I was basically out screwed out if $600 I paid on the tv less then 60 days ago. They wont work with me or anything. Their customer service is c*** even when I did all the steps required and the tv is junk!

  Business Response

  Date: 05/23/2024

  TCL's warranty policy doesn't cover physical damage to the **.  From the evidence provided by the customer the ** has physical damage.  

• Initial Complaint

  Date:05/17/2024

  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.

  Case Number -US05202406615 I purchased a TCL ******* back on 2-15-2024 from ******* in *****************, ** and also purchased the extended service plan for the tv as well. About 3 weeks ago (May 5th 2024) the screen on my television started showing lines, and flashing and was not working properly. I contacted TCL cause I have the service plan, and my television is still under a one year warranty. The television was not damaged or accidentally damaged, it happens to be enteral screen damage. I contacted TCL SUPPORT, went through all the steps they asked me to and they said its under warranty and to send an email with the serial number, manufacturer number, picture of the whole tv (clearly shows no physical damage). I followed these step and waited a week for a response from TCL saying it wasnt good enough proof and asked for a video showing enteral damage. So I sent a video showing the screen blinking and not working properly. I waited another week and finally got an email saying it wasnt good enough again. So basically Im getting the run around and have done everything Ive been asked to honor my side of the warranty. TCL is not honoring or standing by their warranty, product, or their customer base and doing what is right or necessary. I feel like Im being treated like a burden, a liar, and less than human. All Im asking for is my warranty to be honored, and which it should.

  Business Response

  Date: 05/20/2024

  Want to provide replacement.  Reached out to customer directly to obtain the required information to proceed with replacement.  

• Initial Complaint

  Date:05/14/2024

  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.

  I am filing a complaint against TCL North America regarding a defective TCL 55" ** that I purchased on September 2, 2023. The ** screen went black despite trying all possible troubleshooting methods.I contacted TCL Support and provided the requested information: a picture of the receipt, the serial number, and a short video of the **. The representative assured me that they would replace the ** and stated that the entire process would take 7 to 10 days. However, they also asked me to void the serial number and send a picture of it. I expressed my hesitation to do so, but eventually complied and sent the crossed and voided serial number picture.When I inquired about receiving an email confirmation, the representative stated that the email would take another 7 to 10 days. Immediately after, they left the chat abruptly, leaving me feeling betrayed and without resolution.I have attached all relevant documentation, including the receipt and serial number, to this complaint.Thank you for your attention to this matter.

  Business Response

  Date: 05/20/2024

  We have already worked with the customer and provided replacement

• Initial Complaint

  Date:05/10/2024

  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.

  There lines running up and down and side to side and the tv 5 month old. And they r claiming it our fault and they haven't even hade a repair man come out and look at tv

  Business Response

  Date: 05/16/2024

  Based on the photos and videos provided the unit had physical damage that is not covered by the warranty.  

  Customer Answer

  Date: 05/16/2024

  No I'm not satisfied they say my ** has a crack screen and it doesn't they say they can tell just by looking at my pic I sent them.  If something is wrong with my ** it's came from the factory that way. I've only had the ** for 4 months and it's mounted on the wall. I want it fixed or replaced 

  Customer Answer

  Date: 07/09/2024

  Thanks I guess but y'all don't understand my ** is not cracked they r saying it crack inside the screen. There is no damage too or around the ** it's internal, we haven't done anything to my **. They say it broken but haven't sent anyone to look at my **.  They. R just going to get away with it, I have. A brand new 85 inch tv with lines going through it, so the BBB want do anything about it why would I turn something else to y'all, I guess because there based in ****** they can sale products that r broken and get a way with it., thank y'all for trying, and I'll never ask for help  again. TCL I hope nobody buys ur products and y'all go broke and you have to sleep under a  bridge. My ** is broken and y'all couldn't even send a person out to see it's internal, because y'all already know it's a flaw in the tv, and I wonder how many people y'all have screwed and taking advantage of ( TCL stands for  tasteless clueless and lazy company that gets away with stealing customers money and not following through. I hope someone has the money someday who can afford to take u to court and get the customer justice, for sale in product that was in pour conditions and cheaply made

• Initial Complaint

  Date:05/08/2024

  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.

  My new TCL tv has had issues with connecting to the internet since about a month into when I bought it. I have had multiple contacts with customer service representatives who have put me through hours of trouble-shooting, and asked me to repeat steps on multiple occasions. Three different times, I was told that this was the "last thing" that we would have to do before redeeming the warranty. The last step that's happened is that I was told to email the warranty department with a video of what was happening, the receipts, and the serial number for the unit. The next contact that I received was an email saying that they had tried calling me multiple times, which was not true. I never received a call or a voicemail. I wrote back to that email explaining that the issue was not resolved, and that I had never received a call. The next email I received simply told me that the issue was "Resolved."I called to follow up on this, and the representative tried to take me through more trouble shooting. I had been guaranteed that I would not longer be put through any more steps. He then told me that someone else would be contacting me the next day.At this point, I am convinced that I am being scammed. All I want is my right to redeem my warranty and not be shuffled through any more hoops. Better yet, a refund, because TCL products are absolute garbage, and I never want to have to interact with this company again.TCL already has all necessary documentation to follow through on this request.

  Business Response

  Date: 05/10/2024

  Working with the customer to resolve the issue.  

  Customer Answer

  Date: 05/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:05/08/2024

  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.

  My tv started showing only a green screen. *** made several attempts at making a claim using the manufacture website. No success. My tv is less than Ive year old and I purchased the warranty and still can not get any help with this.

  Business Response

  Date: 06/03/2024

  Reached out to customer directly to gather the evidence needed to proceed to the next step of this issue.  

• Initial Complaint

  Date:05/07/2024

  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.

  Sweeva 6500 vacuum. I purchased this in January. Two weeks ago it broke. I called customer service as I have a one-year warranty, and for the last two weeks they have been having me jump through hoops. I have sent pictures and videos of the problem. They keep telling me that theyll email me or theyll call me back within 24 to 72 hours and they dont. Ive already threatened a BBB complaint for horrible customer service. They stole $250 of my hard earned money from me and have not replaced me with the new vacuum. Since I am under warranty, I am provided video of whats broken, we have done all the tests that are basically a joke, Serial numbers, receipts. And still they keep telling me its a technical issue and the group will get back to me. Again, this is two weeks ago that I called them. It doesnt take that long with a one year warranty to make a fix. This isnt the end

  Business Response

  Date: 05/08/2024

  We are working directly with the customer to resolve this issue.  

  Customer Answer

  Date: 05/10/2024

  someone from a broke connection called the day that I filed my complaint, stating that he was technical assistance and that they were going to just refund me, but I needed to ship back the vacuum. There was no option of replacement. I refuse to ship back a Vacuum that I paid for and assume theyre just gonna give me a full refund once they get it I find this company very shady. 

  Business Response

  Date: 05/16/2024

  Reaching out to customer directly to discuss next steps.

  Customer Answer

  Date: 05/24/2024

  Customer at headquarters called and said a check has been processed. It would take ***** days to receive it. He said to call him back in 2 weeks to check back. Again, I am NOT going to send them a vacuum I am still making payments on and assume Ill get my money back. This will be resolved the day I have and deposit a real check from them. 

• Initial Complaint

  Date:05/07/2024

  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.

  I've been in a run around with the company for almost a month in regards to my 32 inch TCL tv. The screen has darkened and now there are lines on the screen. The ** was bought brand new this past January 12 2024. So, it is under the manufacture warranty. I had contacted the store that i purchased from and the protection plan and was told they could help me if I could get a notice from TCL saying they could not longer help me.. but as expected they "claim" it is not possible.. when in reality is is possible. I am not the only one that has had situations with this company. Anyways, last I was told by TCL is that they were going to replace my ** and I would hear from the ******************* within 2 business days.. well that has not happened and I've called multiple times and am told that I can't speak to that specific department. All I want is my ** replaced since its under warranty. ******* protection plan is willing to do that, but since its the first year TCL is the one who is suppose to help me. I would like to know if they have a ** in process to send me? If not, then I would like to proceed with them sending me documentation stating that they are not able to help me so that I can proceed with the protection plan I purchased withthe ** through *******.

  Business Response

  Date: 05/07/2024

  We are going to send the customer a replacement, will contact them with an update.  

  Customer Answer

  Date: 05/07/2024

  There has been no update from this company on when the replacement will ship or even that it has processed. I would like a phone call within this week to let me know as well as an email once it ships that provides me with the tracking number

  Business Response

  Date: 05/10/2024

  We have contacted the customer and sent them the replacement unit

  Customer Answer

  Date: 05/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

  Customer Answer

  Date: 08/09/2024

  Back in early May I had filed a claim for my then TCL 32 inch tv that as having problems. Well, it took forever for them to process. Then they tell me that the TV is not available so they want to offer me a better bigger tv which I say ok and it get shipped to me.. It arrived on Mothers day back in May. It has worked for a good almost 2 months and now everyday I have to reset it so it actually connects to **** and when it does it will go out again once I turn off the TV. Reading reviews of this TV which is a 43S434 model, I now see it is one that has known issues which is why it is no longer being sold so basically TCL offered me a TV that has been discontinued. I need help figuring this out and I have contactedTCL but basically have been told that since It wasa replacement TV that they sent me that there is nothing that can be done and that they will escalate me issue.. well its been over a month and no one has called me

  Business Response

  Date: 08/09/2024

  Will contact the user directly to obtain information to further troubleshoot and resolve this issue.  

  Customer Answer

  Date: 08/14/2024

  Until I receive the refund, I wish to keep this complaint open because I feel like it has not yet been resolved

• Initial Complaint

  Date:04/30/2024

  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.

  Purchased 55 inch TCL ******* on November 28th 2023. As of a month ago, the ** has failed and has a black screen. Went though all the troubleshooting with TCL. Nothing worked. Now they want to send a repair person out in 10 business days. I won't be home for this. TCL needs to expedite me a new **. I'm sick of waiting and having no **. I've been dealing with them for weeks now. There's no reason a 3 month old ** should fail.

  Business Response

  Date: 05/01/2024

  We will work with user to provide weekend repair or an alternative solution to get this issue resolved.

  Customer Answer

  Date: 05/04/2024

  I still have no working TV. No dates for replacement. No date for any repair man. 

  Business Response

  Date: 05/06/2024

  We are shipping out a replacement TV and have informed the customer of this.