Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:12/13/2024
Type: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.
I purchased a TV mount from this company, specifically the mount named "the Beast". I purchased on 11/29/2024. This company claims the mount can support TV's up to 110 inches and 275 lbs, however that is not true and they are false advertising this. My tv is 100 inches and less than 160 lbs, yet it can not be properly supported by this mount I purchased. It falls forward, tilts, and the level adjustment will also not stay put. I had installed a professional, and they confirmed the mount was as tight as it can go. When I spoke to the company about the issue, they confirmed this is a known issue and they have received a lot of complaints, yet are not willing to help in any way. I will now have to pay professional tv installers again to come back out and take this mount and tv down, and pay them also to install it properly with a mount from a different company. Mount It Company should be paying for these professional services as it is their fault, not mine, that they false advertised and claim their mount can support this tv.
Business Response
Date: 10/07/2025
The customer claimed that our product is defective. However, after reviewing his calls (I can provide the call recordings as well), it appears that his installer modified our product, which is the cause of the issue he's experiencing.
I tried explaining this to him several times and attempted to have a conversation, but he was very aggressive and rude on the phone.
Please see my last two messages to him below:
Customer Answer
Date: 10/07/2025
absolutely false. The installer only replaced a single nylon bolt for a metal one after experiencing the issue with the manufacturers part even worse. The manufacturer making false claims as the issue was worse. The installer came back multiple times to try to correct the issue and finally after multiple attempts he changed one bolt which made it better (not fix the problem but slightly help) for the manufacture to claim that changing this one bolt is the cause of the problem has no context or validity as the problem existed in a worst state with the original manufacturers bolt. They refused to accept this and shifted the blame however they can. This product is junk and is false advertised
I have had more installers come out and confirm changing the nylon bolt to a metal one is definitely not the cause of the issue. Its the actual build of the mount that is the issue
Business Response
Date: 10/08/2025
Hello ****,
You never sent the pictures and videos we requested to assist you.Please note that you have already received a full refund.
That said, I am willing to send you a one-time courtesy replacement unit free of charge to resolve this matter. Please be aware that we do not cover installer costs, as previously mentioned.
Additionally, this will be a one-time courtesy, as we do not provide a warranty for modified units.
Customer Answer
Date: 10/14/2025
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, send a replacement as 1 time courtesy, and, if it does, will consider this complaint resolved.
Regards,
******* ******
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