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:09/27/2024

  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.

  Stick drift right out the box tried hard reset still having issues phones are off and they are not interested in resolution!

  Business Response

  Date: 09/30/2024

  Hello,
  
  We have responded several times asking for in-game setting to verify the cause of the issue but have not received anything back regarding this. The messages we received back from you numerous times were this and things like it "Are you going to repair your ******* product, or you just putting your tail between your legs like a coward! Have some integrity!”.
  
  We have made several attempts to work through the problem with you including letting you know it is covered under warranty, but without the proper information back we cannot move forward with the repair. Please consider this for future interactions. We are more than happy to get the product repaired if you provide us the information we have been asking for. 
  
  Thanks,
  
  AIM

  Customer Answer

  Date: 09/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have not notified me of any repairs they are willing to do! they asked for a video of defect in action I sent that and they asked for more info I gave that and they still choose to postpone resolution! It was a defect out the box and I can't get any real help, that's why I slandered them, I kept up my end as a consumer!
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/09/2024

  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.

  Their website provides a lifetime warranty guarantee for quality, but my controller has broken 2 times in the past 6 months. I already had to pay for repairs and return shipping. I asked for a refund due to the broken controller, and the company refused. They are falsely advertising a lifetime warranty.

  Business Response

  Date: 09/10/2024

  Hi ******,

  Thanks so much for your order! After speaking with my team it seems like your paddle had broken which is covered under our lifetime warranty. The only charge we asked you pay was for the shipping for the replacement parts, the parts themselves there was no charge under the lifetime warranty. Hope that help clarify! 
  

   

  Customer Answer

  Date: 09/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The controller has broken multiple times, but the lifetime warranty guarantees quality. The product shows a clear lack of quality, which was not properly advertised, and I cannot be expected to constantly have to send back a product for repairs and pay for shipping every time. For this reason, I want a refund for the original price of the product. 

  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 09/11/2024

  Hi ******,

  sorry to hear you are disappointed in our response. Please understand while the product has a lifetime warranty on certain parts, it is not indestructible. Please ensure proper use of the product to prevent future issues. Though if they do occur, rest assured you can rely on our industry leading warranty! 
  

  As part of our policy outlined on the website we do not takes returns as each controller is custom built to your specifications. 
  

  thanks again!

  Customer Answer

  Date: 09/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The controller was used properly and for less than 3 months before the first piece broke. Then I paid for repairs and less than a month after the controller was returned, another piece broke. This is not quality building or quality products, so I should be able to return the controller for a refund.

  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 09/11/2024

  It appears that multiple other customers of AIM controllers have had issues with quality control and false advertising of the lifetime warranty. The products are clearly of low quality and the combo has not been held accountable. AIM controllers needs to provide me a refund for the original product, and they need to be shut down if they cannot provide quality products as advertised.

   

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• Initial Complaint

  Date:09/04/2024

  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 March 31, 2024, I ordered a custom controller from Aim Controllers, order number *****, for a total payment of $245.98, including $23.99 in shipping. The controller was delivered on May 24, 2024. Upon receipt, I immediately noticed several significant build quality issues, which I promptly reported to Aim Controllers. They offered to fix the issues and provided me with a return shipping label.
  
  Due to personal time constraints, I wasn't able to return the controller immediately, but it remained unused and was returned within the timeframe of the 90-day warranty. Aim Controllers received it on July 31, 2024. The repair work was allegedly completed, and the controller was returned to me on September 3, 2024.
  
  However, upon receiving the controller back, I found that it still had multiple issues, including those I initially reported, as well as new issues indicative of poor quality, craftsmanship, and lack of QA testing. I have documented these issues in several videos and shared them with Aim Controllers before returning the controller, along with detailed emails and written descriptions in the return box.
  
  My controllers are both up to date with the most recent firmware, and I have attempted a reset.
  
  The issues include:
  
  Poor customer services that replies but isn't helpful.
  A trigger that is not the 1MM as claimed by the company.
  Buttons that cannot be pressed because they are completely sunk in and flush with the plastic shell panels.
  Stick drift that cannot be recalibrated or recentered due to inability to enter the modes.
  A drag pad that dangles by its wires AKA not attached to the controller behind the snap panel.
  Thumbsticks that bind and make unnatural popping and crackling noises, as if they are catching on something inside.
  
  Moreover, I have concerns that the company is not genuinely based in the USA, as their US office appears to be a front. All new orders are shipped from ******, and all repairs are shipped back to ******.
  
  Replace or Refund.

  Business Response

  Date: 09/05/2024

  Hello,
  

  Thanks for your purchase of an AIMcontroller! Rest assured we will handle this issue and ensure it gets repaired at no cost to you. Please keep an eye on your email!

• Initial Complaint

  Date:07/25/2024

  Type:Product 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 80298
  Date of order 02/09/24
  
  I have not received a working controller at this time. The original controlled had faulty buttons and wore on the front plate. sent back repaired, returned and the problem occurred on a different portion of the controller. Sent back a second time returned and the controlled rear levers did not operate appropriately. Sent the controlled back again with promised of a brand new controlled. Received and controllers L1 button was completely stuck, and not usable at all. Company agreed to refund but wants me to pay the $30 shipping for the refund.
  
  I have yet to receive a working product at this time. I do not understand why I have had to pay packaging on 3 separate occasions and now have to pay shipping to receive a refund for my faulty product. Video evidence has been submitted about the malfunction and I am disgusted regarding treatment at this point.
  
  Separate point: Website claims that controllers are made in the U.S.A however I have received my controllers from ****** every time. I believe this is a fine example of false advertisement.

  Business Response

  Date: 07/25/2024

  Hello,

   

  while we cover cost for shipping within the first 90 days, a return is a separate matter. When returning your controller for a full refund we require you to pay for shipping. 
  

  thanks for your understanding. 

  Customer Answer

  Date: 07/25/2024

  
  
  ********** ********
   
  
  I am rejecting this response because: I have not received a working controller. The fact that 60 days has passed is due to constantly resending the product back. I do not feel like I should have to pay shipping and lose money for a faulty product 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 08/01/2024

  Aim Controllers, have responded and customer services has dealt with issue listed.  I would like to formally request this complaint be closed.  I am happy with the overall conclusion of situation.  

  Respectfully, 

  ****** ** ******* **** **** **** *****

• Initial Complaint

  Date:07/15/2024

  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 paid for a controller with a lifetime warranty on any parts the company change, added or replaced. When selling me the controller they sold it and are still selling controllers knowing the back paddles will eventually give out and break. Instead of upgrading these to a better material, supply multiple at a time when purchasing, due to this my controller paddles have given out 2 times. The first time the company gave me 0 issues and sent just the one paddle that was broke, as this time I requested a few this be sent as it puts the controller to no use during this time. They informed then didn’t do that. Recently, the paddle has given out again, causing the controller to be useless. After contacting and follow the process to have it replaced due to their warranty, they were requiring me to pay nearly 12 dollars to replace something they said they would replace the warranty and not only replacing a part they know will eventually give out. I am filing this, as I am asking, to be supplied with a refund on the full controller and I’ll send it back and an upgraded paddle that doesn’t break, or at the very least a few new paddles to ensure u won’t have down time while waiting for any in the future with no charge to myself.

  Business Response

  Date: 07/15/2024

  Hi ******,

   

  Thank you for contacting us. The last email we have from you was from March where we resolved this issue. While the parts (paddles) are free the shipping after 90 days is not which is the $12 charge. We will not be issuing you a refund. 
  

  Thanks!

   

  Customer Answer

  Date: 07/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business is selling devices with pieces they know will fail and then sell it as the only company to “lifetime warranty” all parts but require the consumer to cover shipping charges for items they know will fail. 12 dollars everytime they break is absurd and horrible business. I will accept multiple paddles to ensure I don’t have to keep replacing them monthly due to the bad design of them.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/10/2024

  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.

  5/7 I bought a controller in this company but two days later I found that the same controller depreciated over 100$. I asked they refund my controller or give me the price difference back they answered me they can’t do both.my order number is *****

  Business Response

  Date: 07/11/2024

  Hello,

   

  thanks for your order. After speaking with customer service your order had a discount applied at purchase. Also, we cannot adjust for perceived deflation. 

• Initial Complaint

  Date:06/11/2024

  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.

  Order #*****
  Order placed on 03/23/2024
  Order received on 05/21/2024
  *** tracking #**********
  They claim to be built in the USA. To my knowledge there aren't any hall effect joysticks made in America. When I heard Aim was coming out with hall effect joysticks I figured they would be manufactured in the USA like Aim stated on their website. Not only does my controller have ******* joysticks that are produced in ***** but as the tracking and as Aim support themselves stated. My controller was assembled and shipped out of ******. Nothing about my controller is American. It's a ******** controller fitted with ******* joysticks at a warehouse in ******.

• Initial Complaint

  Date:03/07/2024

  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.

  I ordered a controller from them and paid extra for everything including fast processing and extended warranty. The controller came with flaws that make it unplayable. Sent the controller back and today it came with some fixes to the issue with the other part doesn’t even looks like they weren’t touched entirely. Pictures attached are what came back to me today the thumbsticks still flawed after they “fixed” it. Also, before sending it, I told them to change the thumbsticks to the ps black thumbsticks and they didn’t do that. They just put some black thumbstick caps in the return box. This is an expensive controller keep in mind. I want the same store credit as how much I spent or for them to get in legal trouble. My lawyer is on standby.

• Initial Complaint

  Date:12/15/2023

  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.

  Dear BBB,
  
  I am writing to file a formal complaint against Aim Controllers regarding an unresolved transaction. On November 5, 2023, I placed an order (#*****) for a custom *** controller, totaling $325.99. Shortly after, I received an unusual request from Aim Controllers, asking for a copy of my photo ID and the card used for the transaction, displaying the last four digits.
  
  Feeling uneasy about this request, I consulted my bank. They strongly advised against complying, warning of potential fraud risks. Aim Controllers' email stated that failure to provide the requested information within ten days would result in a refund. Despite multiple email communications and a voicemail left on December 11, 2023, my efforts to resolve this issue have been met with silence and non-action.
  
  I was once informed via email that my refund would be processed within three business days. However, to date, I have neither received any refund nor further correspondence from Aim Controllers. This lack of response and the failure to issue a promised refund is not only distressing but also unprofessional and potentially deceptive.
  
  I am seeking your assistance to address this matter. I believe that Aim Controllers' request for sensitive personal information is inappropriate and their failure to process the refund as stated is a breach of trust and customer service standards. My expectation from this complaint is a prompt and full refund of $325.99, along with an investigation into the company's practices regarding customer data requests.
  
  I appreciate your attention to this matter and look forward to a resolution that upholds consumer rights and business integrity.

  Business Response

  Date: 01/02/2024

  Hello, 
  
  Sorry for the misunderstanding regarding our payment review process. Please reach out to your bank as a refund was processed several days ago. 
  
  Thank you

  Customer Answer

  Date: 01/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: After checking in with my bank twice this week, once on Wednesday January 3rd and again on January 5th, my bank shows no records of any refund.  I have attached my bank statement that dates back to December 18th, 2023.  This is prior to when you claim to have initiated the refund.  As you can see there is no deposit in the amount of $325.99.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:12/05/2023

  Type:Delivery 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 this product last month, I received an email stating that my order was delivered by ***. When I came home the package wasn't at my door and i reached out to my neighbors and none of them had the package either.
  
  I reached out to the company and they said that they would reach out to *** to investigate and ever since they haven't been helpful. They refuse to provide me with an update on the investigation and won't even give me a case number.
  
  I have asked numerous times for a refund because this was for a gift for a date that has passed but the company continues to refuse. All I want is this situation resolved and get my refund.

  Business Response

  Date: 12/05/2023

  Hello,

   

  sorry to hear *** misplaced your package. We ship all packages requiring signatures to avoid this but it seems you opted out of this feature. Since we have *** do our shipping we have to wait for them to respond which can take some time. We are working to get *** who lost your package to cover the cost so we can get you out another controller! 
  

  thanks,

  Team Aim

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I stated to you multiple times I needed the order(which wasn't a controller) by Friday 12/1 for a gift. Since the item didn't arrive on time I needed to buy something else so I just want my money back. I no longer want the item and just want my money back. 
  
  
  
  Sincerely,
  
  
  
  ***** *******