Complaints

This profile includes complaints for Phoenix Android Radios's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Phoenix Android Radios

  663 Brea Canyon Rd #8 Walnut, CA 91789-3045

• 

  Phoenix Android Radios

  PO Box 6267 Beverly Hills, CA 90212-1267

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:03/17/2023

  Type:Delivery 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.

  Order summary Car HDTV **************** Receiver Automobile DTV box 1 bundle price$59.99 [New style] **** / 13" Android 10 Fast boot Vertical ***************** for Dodge Ram 2009 - 2018 1 Silver / 2013 - 2018 w/ floor center console / 8G ram 128G rom Android 10.0 w/ built-in carplay Android Auto$789.99 ***** Protection Plan 1 [New style] **** / 13" Android 10 Fast boot Vertical ***************** for Dodge Ram 2009 - 2018 Silver / 2013 - 2018 w/ floor center console / 8G ram 128G rom Android 10.0 w/ built-in carplay Android Auto - **** / 3 Year / Protection plan for new produc$56.99 Route Package Protection 1 $13.28$13.28 Discount (ST2022)$-78.99 Subtotal $841.26 Shipping $44.99 Total $886.25 USD I purchased these products 10-30-2022. This company has been given me the run around for a few months now. I've requested a refund, which I also purchased extra insurance for. After the company technicians couldn't get the devices to work properly, I want a refund.

  Business Response

  Date: 03/23/2023

  We have refunded the money on 17th March.

  Customer Answer

  Date: 03/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/03/2023

  Type:Product 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 has been the worst purchase that I have ever made. From the very jump I received a defected device which I had to send back for a new one. I should have known from there I would have nothing but problems and requested a refund but no I did not do that. So, after waiting to install the radio which took 2minths for me to receive it worked with glitches which I was cool with. I can deal with the occasional reboot, backup camera not working, and the long boot time but this take the cake and I feel used at this point. I start the car up and the tablet is stating that I need a factory reset which I proceeded to call tech support. We scheduled a video chat through ****** with ****** who took all bit of 2mins with me to tell me that he had to contact the manufacture. Again, I am being very patient but knowing this will not end well. The second week they told me to give them 48hrs more. I did and still nothing, 3rd week they said they would escalate the situation which still nothing is happening. Fast forward to the 4th week and they still do not have an update. I think at this point they are hoping I would go away. Not to mention that I purchased the warranty, that has not even been brought up. Needless to say this issue is still ongoing DO NOT BUY FROM THESE PEOPLE!!!! Save your money and buy elsewhere.

• Initial Complaint

  Date:12/31/2022

  Type:Product 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.

  Oct. 28, 2022 I ordered a replacement radio for my **** F-150 truck. It arrived Nov. 16th. I took it to a professional car radio installation establishment (in business over 40 years) and, after trying to install, was told it would not fit my vehicle. I contacted Phoenix and they insisted it should work. I was told them that the pros said it would not. Phoenix said I needed to have a video showing it would not fit if I wanted a free return label, otherwise I would have to return it at my expense. I had already paid $60 to the installers for their time, and I had a 30-day return window that was closing the next day. I would have had to make an appointment, pay the installers again to take out the old radio and attempt to install the new one (while I made a video) just to show them it wouldn't work. I paid $81.74 to return the radio. I have the attached emails saying that they received the radio and a replacement was ordered. I got a voicemail from them Dec. 28 saying they aren't going to replace the unit and that I can buy a new one. They are scammers. They have the original radio and extended warranty fee. This was an open box unit which may have been sold multiple times. You can see from emails that they acknowledged receipt of returned unit and sent another email with a $0.00 balance for the replacement (tracking order to follow.)I would like all monies returned -- $547.14 price of unit (including $37.99 protection plan,) $60 to installers (to basically try to install and then put original unit back,) and $81.74 for my shipping costs. Total: $656.02 Let me know if you need any additional information.

• Initial Complaint

  Date:12/05/2022

  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've been trying to cancel this order because I heard such terrible things about this company I can't get through to anybody on the phone nobody responds to me in the email and I don't know what else to do I want my money back and I don't not want to buy this product from this terrible company

  Business Response

  Date: 12/15/2022

  Please check the attatched Email, we asked customer if he would like to cancel the order, but he said no.
  See Attachment/File: Emai contact

• Initial Complaint

  Date:12/02/2022

  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.

  The Sale was on April 21 / 2021
  I didn't take it to shop right away
  Because I'm a Truck Driver I'm not always at home
  And they Said One Year Warranty so i did take my time to take to the shop to they installed
  When I took it to the shop the radio didn't work
  100% the shop call the Phoenix **********
  They send some codes and a update nothing work I call them and talk to them about the issue because I pay $835.88 they was telling me the same thing again I told them we already did all that so I told I want them to fix the radio or send one the is going to work in my car so I send the Radio they received Nov/28/ 2:06pm and today Dec 2 I received an email the they are charging me $75.00
  Because the radio supposedly is Scracht and that is ** that radio was brand new and I send in the same box they send it to me
  At first I want the radio back fix of course
  But the way this company lie
  I want a refund because I don't want to deal whit them any more
  And I'm not the only one when I have the issue I post on********* looking for help somebody give me a********* page dedicated to how bad this company and their products is
  So at this point I just want my money back
  Because I don't think their product is going to work on my car from the Beginning I told them I need the Radio for a ************ Not the *************** and I think their set up is for regular******** only that's why the Radio didn't work 100%
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/15) */
  First of all, we state very clear in our return policy, we can only provide full refund if the customer receive and return within 30days.
  
  it is customer's personal reason that he didn't submit the refund request within 30 days, then how could we refund him after a few months he receive the unit?
  
  Secondly, we have one year warranty, so we did approve to exchange and give the return label after he said the unit has issue, and we did inform him to well-packed since if the screen was damaged during the shipping process, we will charge for the damage.
  The scratch on the bezel means the bezel will just be a garbage and we can not reuse it or resell it.
  
  
  Consumer Response /* (3000, 7, 2022/12/20) */
  No is not resolve
  We are in the spot the we start
  They said the screen is scratche they never send me a picture of the screen damage they send me a picture of the side of the radio whit a few chips of the paint scratch
  But that was it but at the same time if they send me a working Radio I wouldn't be bothering them whit this issue
  At this point they have My Money and their Product
  I don't think is fair they can do 2 things to Resolve this issue
  
  send me a Working radio I'm Not going to pay extra for that Radio because I Already pay for this item to send to me plus I pay a company to installed and for nothing I loss that money because the company told me is not their fault the Radio don't work
  
  Or the Second give my Money and we never have to do Business Again
  
  
  Business Response /* (4000, 9, 2022/12/25) */
  The customer lied because we never said such word it is not our fault that the radio doesn't work.
  And we do agree to do the exchange since it is still in 1 year warranty but it is impossible to refund the full amount since he has received the unit for several months. And we do mentioned in the policy the unit should be well-packed to send back, we will charge the scratch if it is damaged during the shipping process.
  
  So we can do the exchange and still the same answer, we are not able to process the refund.
  And the customer has also opened the chargeback, it will be his responsibility if the exchange can not be processed n time.

• Initial Complaint

  Date:11/17/2022

  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.

  Beware! They sell faulty equipment, with a warranty, then prolong the tech support and issues until past the year mark with back and forth. Second step they do is to tell you to contact the warranty that never pays out, or looks at the deck.See complaints below!
  
  -We have very detailed documents of all of the conversations and interactions.
  -We ordered a stereo from them in September of last year over $10000
  -It did not have all the part included, and came directly shipped from China,
  -Contacted them, and they said would send missing parts
  -Stereo shorted out truck
  -They said was faulty, and stalled helping or replacing quoting COVID, short staff, can't bring stereo in for this reason, not open, we sent part, sent part but it was never received.
  -We purchased a warranty, and they stalled and gave us the runaround until it was just past a year (a few weeks) even though we were in contact. Then said contact the warranty company. WE are NOT asking for our money back, We are asking for a replacement stereo.
  -IT was faulty when they sent it to us. **** even agreed. I have her on record saying so.
  -JUST do the right thing! Replace it. Your warranty is a scam to cover up a bad product, that never pays to get it fixed. See reviews below.
  -I offered to walk in with the deck so they could look at it.
  
  I am not asking for a refund! Just do the right thing, replace the deck with one that works ******************************* and owners. You and I BOTH know the warranty company is just smoke and mirrors.
  
  I filed a complaint straight away, Under the law with the trade commission we were within the 1 year, and we did everything you asked. If you dropped the ball or took too long to fix the issue, that is not on us, therefore the one year does not apply.
  
  I want to walk the faulty deck into your*********** office, and hand it over and receive a new deck. NO shipping back and forth as you do not do as you say you will.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/05) */
  Just checked the order number by this name and Email, it seems we didn't have any order under this name since it was caceled by the system due to high risk fraudeulent detected.
  
  
  Consumer Response /* (3000, 7, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The order was then replaced and put under
  
  Fwd: A shipment from order ******** has been delivered
  
  Here is the link
  ************************************************************************************
  
  They have Three e-mail addresses on file for this order
  *****************
  
  First contact with Customer service was (See copy of e-mail and response on December 2021 right after receiving the deck
  
  This is the last where I stated I was still waiting, in the survey, because the tech never reached out to me.... and that I needed a new unit
  
  ---------- Forwarded message ---------
  From: Phoenix Automotive ************************************
  Date: Tue, Dec 14, 2021, 9:57 AM
  Subject: Phoenix Automotive: How is your tech support experience for order *********
  To: *************************
  
  Hi ************,
  
  Please provide us with some feedback on your recent tech support experience for order ******** by filling out the form below. Please disregard this email if you have already done this. Thank you.
  ************************* **********************
  
  I have all supporting documents, chats, and transcripts of phone calls including the last one last week, where she said it should be returned, and also the text for follow up.

• Initial Complaint

  Date:11/15/2022

  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 ordered a radio from them and right out of the box it had a few software kinks but no big deal. Now it is doing all kinds of crazy stuff like skipping to next track randomly, blast out maxx hot air and cant get it to shut off and quits on its own time. I cant watch amazon prime bc it goes to a blue screen. And customer service is poor at best have tried on several different occasions to have them help me out but they make it a nightmare.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/12/05) */
  We mainly provide the aftersales service by Email contact. But the last time that customer contacted us on Email was 2 years ago, we didn't know what he mentioned and where did him contact us lately?
  
  
  Consumer Response /* (3000, 7, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have contacted tech support multiple times. The last time I set up an appointment they blew me off and never contacted me. Im sure i can get screen shots of calls if needed.
  
  Business Response /* (4000, 16, 2022/12/29) */
  Please provide the evidence of the tech support request or contact us by Email, we will reply by Email.
  
  
  Consumer Response /* (4200, 18, 2023/01/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I got a new phone and dont have the email where they sent me the appointment and key to get in. But i have screen shots of call and text. And when it was time for appointment the guy never entered the chat after 15 min and have never heard anything back. If it were a 200 dollar radio i wouldn't say anything and move on but this was 850 dollars with the 3 year tech support And its only 2 years old.

• Initial Complaint

  Date:10/27/2022

  Type:Delivery 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.

  If you're thinking of buying a radio from this company, DONT! It has been over half a year since I ordered my radio and they will beat around the bush, take forever to respond, ask if you want to "upgrade" to delay more time. All around a terrible experience. I STILL haven't received my radio. I ordered it beginning of the year almost. This is a sleepy company you've been warned!
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/11/14) */
  SOrry the product that customer bought is pre-order, and we state the "pre-order"clearly on our website, we have no ganrantee time of their release state. Some of our pre-orders do take a long time due to the complicate development, we also want it to be published ASAP but we can not control the unstable situation.
  
  
  Consumer Response /* (3000, 7, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After stating it would still take forever for preorder we changed to a unit that wasn't preorder and that's still taken months? Either way to have a customer wait over six months for a product is ridiculous. I want my dang radio I payed 800$ for!!
  
  
  Business Response /* (4000, 9, 2022/11/25) */
  We have shipped out the unit and the customer has received it.

• Initial Complaint

  Date:10/07/2022

  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 ordered a radio that took almost six-months to get to me. I only received updates when I emailed them.
  
  When I got the unit, I installed it per the online video instructions, which by the way I had to ask them to provide, and immediately begin seeing issues. The sound going to the speakers is inconsistent; ***************** is inconsistent; Some configurable settings do not save.
  
  I purchased an extended warranty and every time I engage customer support, I am routed to an application. When I do get an answer, I am requested to provide pictures, which I do, with the promise that a "tech" will contact me to setup chat. The first time I had an appointment, the tech never showed up. The second time, I was not coordinated with and the tech just called me at a time convenient for them.
  
  I was finally given instructions to download and install an update, which I did, but the device would not allow the installation to proceed.
  
  I am so sorry I purchased this unit and the add-ons...waste of almost $1K. I wish I could return it for a full refund but don't see that happening anytime soon. I would be content to send the unit back and have them resend another but uncertain I would get it anytime soon.
  
  I am very unhappy with the purchase.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/31) */
  We have contacted the customer to deal with the issue and will process the exchange if the issue are not be resolved.

• Initial Complaint

  Date:10/07/2022

  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 ordered the ***** radio last year December 21st and I just got it last month. So I got the radio and I took it to a professional installer ******************************************* in my **************. So the installer hook the radio up and he said there was no sound coming from the speaker wire so I contact Phoenix Android through email and told them what the issue was. They told me they would send me a return sticker and they would refund me my money back. It was a little over $800. For the return sticker they told me they would deduct $16 from the money that they would pay me back. So I told him the card that I had on file was stolen and it's no longer active. They told me they still was going to send it to the card to see if it goes through which that I told Phoenix Android radio through email that card is no longer active before they even sent it. Now they're saying they sent the money to the car and it went through. So I contact the bank that the card was link to when it was active and they said there's no way the money could go through on an inactive card. All I told him that I wanted my money. I have proof on everything on my side that I haven't received any money and I told them the card was inactive so they got me for the radio and my money it's not right. Please if you could help me please. This can't be legal. I see a lot of reviews for this company online and no one is really satisfied and they recommend don't buy anything else from *****. I wish I would have saw those reviews before I ordered it. The company was trying to say they couldn't send the money to another card but if that card is no longer active how could have received it.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/31) */
  Please check the attached.
  What the customer states was untrue since we did't take her money, $782.68 has been deducted from our account and refund to customer.
  The customer use the***** to pay for the order, so our money will be back to the way to where it comes from, we have no right to change the refund form. If the card is no longer available, the customer should contact his bank to get the money back, since the money has back to his **** account, not in our account anymore.
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because account is closed card is not used no more had that bank about 9 months still do not believe