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:07/08/2024

  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.

  Hey I Bought a tv from ******* on April 16th 2024 came home one day and my picture went out & ******* giving me a hard time on a ********************************** is also I havent had this tv longer than 2 months I dont have money to continue to waste on this type of stuff I know with all new tvs u get a year ************ sat on the phone with TCL for 2 hours yesterday explaining my problem & still no help went to ******* & explained whats going on still no help Im just fed up & need help please please & thank u

  Business Response

  Date: 07/08/2024

  Devices with missing serial number's are not in warranty.  The customer was unable to provide a picture of the serial number sticker on the back side of the TV.  If the customer can provide ********************** a serial number ********************** would be happy to work with them.  

• Initial Complaint

  Date:07/08/2024

  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.

  On January 21, 2024 I purchased a brand new TCL 98S550G 98" ** from Amazon.com; since the beginning I noticed some glitches ( turning by itself, sometimes it would come back on ...some other time it would not so I had to turn it back on myself, also we noticed a defective pixel on the screen that would be visible intermittently) on the ** which I considered were just updates and just part of the ** being new on June 21, 2024 the ** just went off while being used and never came back. On June 22, 2024, I contacted TCL North America ** warranty and explained the situation. This simple operation took me three calls: first one after spending over 30 minutes doing troubleshooting steps with the TCL representative on the phone, they hanged up unexpectedly ...so I called again and had to repeat the facts all over again. Then they asked me to provide a video showing that the tv had no physical damage (which I did immediately). They went mute for three more days. I called again to be told that they needed another video this time showing the turning on the tv procedure and to show the screen while it was done. I did send the video at once again. Did not hear from them for about a week. I called again and then I was told that they had opened a case (US06202419394) and would get back to me. I have called twice after that, the last time they told me that they would repair the tv by sending parts to a local technician then they will call me to schedule a visit by the technician. That was over a week ago...no one has reached me since then. I am in need of my tv right away, I did not purchase a brand new, over$2000.00 ** to have it repaired in less than 6 months (and such repair taking forever to take place). Please help me have TCL act as an honest stablished business and provide the proper solution now.

  Business Response

  Date: 07/09/2024

  We have created an onsite repair for this issue our technician will be in touch with the customer.  

  Customer Answer

  Date: 07/09/2024

  Thank you for your response; unfortunately, based on the unacceptable long time that TCL has taken just to have a technician "physically" examine/repair the defective TV so far, I must consider that this TCL response is just more of the same delay that I have experienced so far. I want my TV working as new immediately (keep in mind the issues of this defective TV begin since day one), there is not even a remote projected date of service in the TCL's response thus I have to reject this response. 

  Customer Answer

  Date: 08/05/2024

  Good morning **** and thank you for your continued support on this matter. This email is to inform you about the lates development in my complaint against TCL (#*******) in case they have not informed you. Last Tuesday 07/09/2024 I was contacted by a technician (subcontracted by TCL) to schedule a visit to replace part(s). He came on Friday 07/12/2024. After replacing two parts, he concluded that the tv cannot be repaired and needs to be replaced. My original call to TCL to report my six-month-old defective ** was on Jun 22, 2024. After many calls I had to make and continued delays by TCL it has been 31 days. I purchased this ** specifically to watch some sporting events (2024 Copa America, 2024 Euro Cup and the Olimpic Games. I have missed two already (Copa America and Euro cup) due to the failure of the ** and TCLs continue delays exchanging it, I do not want to miss the Olympics with its opening on June 26. Please help me have TCL finally act accordingly and replace the ** as soon as possible. There are no more excuses or doubts about the seriousness of this **'s defect and the urgency to replace it. I will ask TCL to replace this ** with a brand-new **, I wont accept a refurbished ** in an exchange for a new one. Furthermore, I will also request for a free extended warranty based on this experience that a brand-new TCL ** is unfixable after just six months along the above-mentioned prejudice caused by the purposely delayed time that is taken TCL to act. 

  Business Response

  Date: 08/05/2024

  TCL has already resolved this and provided a solution for the customer.  

• Initial Complaint

  Date:07/06/2024

  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.

  Hello my TCL television is broke and I paid for the warranty of two years they are refusing to honor the warranty now. I have everything needed for my replacement they wont honor it

  Business Response

  Date: 07/08/2024

  TCL Protect is the group who provides the extended warranties.  We have referred the customer to the correct place to claim their extended warranty.  The customer needs to get in touch with ********************** protect to claim their extended warranty.  Claims can be submitted by emailing ***************************************, or by calling (toll-free) **************.

  Customer Answer

  Date: 07/08/2024

  
  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:06/30/2024

  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 purchased a TCL 65S450G from Best Buy in October of 2023. In March of 2024 I contacted TCL customer service and opened a service request -US03202409764 - due to vertical line across screen. After a lot of emails back and forth with troubleshooting and pictures needed, they advised they would be replacing. I was later told that they did not have the ** in stock and would be sending me a refund check for the purchase price of (******) . On April 22nd of 2024 TCL advised they would be sending a refund check and it would take ***** business days because "we send through mail with stamps". On May 29 I advised that I have not received the check. They apologized and advised they were expediting but have now not emailed me back regarding and not responding. It appears that they want to to go away. It has now been 68 days since they said the check is in the mail. They have gave me no explanation of why I have not received a refund.

  Business Response

  Date: 07/08/2024

  Response posted:  We sent the customer a refund check, customer didn't receive it so we are sending out a new check.  

• Initial Complaint

  Date:06/27/2024

  Type:Sales and Advertising 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 brand new, unopened TCL television from Best Buy back in September 2023. I have been having problems with the tv blacking out and scrolling the picture. I contacted Best Buy initially but they informed me I had to go through the manufacturer warranty. After going in circles with the TCL reps for months they finally agreed to send a technician out. When the technician arrived to replace parts in the tv he made it very clear that this tv was not brand new and was refurbished due to already having replaced parts and missing pieces. He said this happens ALL the time and we need to contact TCL. We reached out to TCL again and they are denying and blaming Best Buy for selling us an open box. The tv had to be ordered so it was not sitting I their store and was never opened. We were scammed as we were under the impression that we bought a Brand new unopened box tv only to have problems a few months later to then find out the tv was refurbished the entire time which explains why we are having issues in the first place. All we want is a brand new tv like we paid for.

  Business Response

  Date: 07/11/2024

  Will contact customer directly to gather receipt and provide a resolution.  

• Initial Complaint

  Date:06/27/2024

  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.

  June 20th I purchased a window air conditioner. Immediately getting it installed and powered on. It did not function as intended. Everything worked except the compressor. The compressor would not engage. Therefore only blowing warm air. I immediately reached out to their customer service. Opening a case. And was connected with a **** ********** She requested a lot of information in which was immediately sent. However, I have received no reply for two business days.

  Business Response

  Date: 07/17/2024

  The customer couldn't send last requirement right away due to his mother being sick, immediately after he sent the last requirement TCL sent customer a replacement and let the customer know.  We hope this resolves the concern.

  Customer Answer

  Date: 07/17/2024

  
  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.

   

  This has been resolved.
  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:06/21/2024

  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 recently purchased an air conditioner as the website stated that it had smart capabilities and could be controlled from their app. Upon attempting setup through the instructions in my models manual, I was unable to get it to connect . I reached out promptly to customer service and was told that the model I purchased wasn't accessible through the app, only one model of their products. I checked their website to be sure I didn't make a mistake and sure enough, both models list smart capabilites, not only one. I addressed this and noted that this was false advertising and was told I would be connected with a supervisor. An hour later still no connection and it doesn't look like there will be one. Hoping that they are able to mitigate their mistakes but this appears to be a legal issue.

  Business Response

  Date: 06/26/2024

  We have contacted user directly to resolve this issue.  

• Initial Complaint

  Date:06/18/2024

  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 a brand new air conditioner and it over heated and burned my daughters hand and it will not work. Ive been going back and forth with tcl about a replacement and its ridiculous and a headache at this point I want a replacement or lawyer. TCL case number attached on the photo I uploaded.

  Business Response

  Date: 06/18/2024

  TCL is waiting for a valid Proof of Purchase from customer before moving forward to the next step.  

  Customer Answer

  Date: 06/18/2024

  Thats the only form of purchase I have I cant magically make anything else appear. The thing is if I get a lawyer and I sue ********************** theyre not going to give a c*** about a receipt the fact of the matter is I have a tcl air conditioner that caused a life changing harm to my child. Its called pain and suffering all they care about is the manufacture of the ac and when it was made. My daughter has a ******** medical bill due to the burn so either send me a replacement or Im sending my bills with a lawyer. Im sick of this back and forth. Get it through your heads thats my only proof of purchase. I will go the media and news with this. They should be pulled. Not one person asked for a picture or asked if my child was ok. 

• Initial Complaint

  Date:06/17/2024

  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.

  On May 9, 2024, I purchased a TCL 32" TV. I set it up and all seemed to be fine with it. Three weeks later, I wanted to download the *** app to stream a series I wanted to see. In attempting to do this, I discovered that the "Search" function did not work. In order to search for something, you need a keyboard to type in the information. There was no keyboard. I called the support number and they spent a long time with me changing various settings, all to no avail. Finally they asked me to send a video along with the invoice and that someone would contact me. No one has contacted me. I wanted to return it but it was past 30 days and couldn't do that. This television is defective. They should refund my money or send me a new TV! TCL Case # US06202407006 Serial # ******************* Model # *******

  Business Response

  Date: 06/18/2024

  We are still investigating this issue and will reach out to the customer directly.

• Initial Complaint

  Date:06/16/2024

  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 purchased a ****** 9/4/23 from ******** 3 days ago lines appeared all over the tv after doing all of the troubleshooting, nothing worked so we filed a claim. We provided them with all the information our receipt photos. Almost instantly, they denied it saying that the ** had physical damage. There are absolutely no scratches. The ** has not been moved and there is not one piece of damage on the **. We want them to do the right thing either to pay for a new ** or send us another one. This is so wrong. The tv has no damage.

  Business Response

  Date: 06/17/2024

  TCL doesn't cover physical damage.  Based on the evidence the customer provided there was an impact point on the Television that clearly indicates physical damage to the unit.  

  Customer Answer

  Date: 06/17/2024

  There is no physical damage to the *** Not crack, scrap or even dust on this *** We purchased this TV 9 months ago and placed it in the location we wanted and have not moved it since. It was working great on Wednesday our family left Thursday for are daughters softball tournament on Saturday night and the tv looked like this. I have been on line in see this is your companys typical response and not taking ownership of your poor quality product. As you can see in photo i uploaded there is no physical damage.