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:04/04/2023

  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 purchased a radio from this company and it took almost 3 months to come and then it was missing parts I advised this company I was moving and that I would need everything by June 15th you sent an email in July saying u sent something to my old address never received them on top of that u most recently as of yesterday March 31, 2023. Told me I need to pay for the antenna when I already paid for it initially its even in my notes for the order Ive gone back and 4th with this company over a year they keep saying fill out a ticket and call tech the unit never worked and Ive done everything they have asked they keep restarting my claim so they dont have to do anything one minute the antenna is built in my unit the next minute you sent it back in July I spent almost 900 dollars and paid for warranty too i want my money back or a new unit with all the parts Ill gladly send this one back either way Im sending it back this is so unacceptable you dont do people like this who spend that kind of money with you Ive literally been going back and forth calling and emailing since July of 2022 with nothing in return fix the issues u have caused

  Business Response

  Date: 04/15/2023

  Yes it was our problem since customer has notified us he will move by 15th June, but we didn't confirm the new address with him when we shipped out the items.

  We will inform the warehouse to ship out the items again ASAP to customer's new address with no charge.

• 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.