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:03/09/2025

  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 Nexigo Aurora Pro projector on 12-09-24 & signed up for the **** preorder the same day after being told they were offering customers ability to purchase the current model projector, then preorder the new model & trade the current model for the new one when it released.I called Nexigo to inquire about the program & was informed by phone that the new model would be releasing "sometime between CES & early March". I was told not to worry, that even though details were scarce, Nexigo takes care of customers & would send me ample information on how to carry out the trade-in. I was told I would be flagged as someone who was a trade-in customer in their system.From CES on, I had been watching my email intently and not seen anything but boatloads of marketing info. I became concerned, so I sent emails to customer service on January 11 (end of CES) & again on Feb 1st. No replies.On February 19 I happened to dig through my spam folder & found an email regarding the new model projector. Surely this couldn't be the so-called "details" about my trade-in that I had been waiting months for - one solitary email with one solitary line hidden at the end.Upon contacting Nexigo two more times and finally getting a response, I was told I had missed the program. It had run for less than 2 weeks & the only notification had been a single line hidden at the end of a promotional email whose title said nothing of the trade-in program.We were only given "by early March" as a potential timeframe, then we were only provided miniscule 2 weeks to exercise our promised trade-in, which they promoted we were being automatically signed up. It feels as though this program was hyped & teased in order to boost Christmas sales, then intentionally made nearly impossible to discourage anyone from actually taking advantage.I contacted Nexigo, was basically told to F off, & despite follow up emails asking to speak to management I was ignored & received no response.

  Business Response

  Date: 03/18/2025

  Dear Customer,
  Thank you for reaching out and for sharing your concerns regarding the trade-in program. We sincerely appreciate your feedback and understand your frustration regarding the communication and timeframe for participation.
  First and foremost, we want to assure you that the trade-in program was introduced with the genuine intent of providing additional value to our loyal customers. It was never our intention to make the process difficult or confusing, and we regret that the notification did not meet your expectations.
  Unfortunately, as the trade-in period has now ended, we are unable to offer the trade-in option retroactively. We have already refunded your $50 discount deposit since you didn't order the MKII. 
  If there is anything else we can do to assist you, please let us know. We truly appreciate your support and the time youve taken to provide this feedback.
  Best,
  NexiGo Support Team

  Customer Answer

  Date: 03/20/2025

  Complaint: 23042145

  I am rejecting this response because: it is TOTALLY ABSURD.

   

  As is plain to view in all the screenshots I sent to the BBB and can be viewed, I checked the website regularly throughout January and February and there was never a single bit of information posted there about this trade-in program.  Since the *** I spoke with directly from the company had advised me I would be clearly notified that the units were ready to be traded in "by early to mid March", I wasn't especially concerned, but did check the site pretty much daily. There was never a single instruction posted there, as anyone can evidence using the "wayback machine" site of archived pages.  Don't take my word for it.

  I also emailed twice with inquiries about the program with no response.....conveniently until AFTER it had "ended".

  Then, the only information this shady company gave KNOWN trade-in customers that were told they had been placed on a list regarding this program (which I was told I would be flagged in the system for) was A SINGLE LINE in TINY LETTERS at the VERY BOTTOM of an otherwise promotional and unrelated email. It's totally absurd and clear they were attempting to avoid the promised trade-ins. It was simply a scam - a bait and switch to get customers to pad your pockets by selling us a soon to be obsolete product, improving sales over the important Christmas season and getting rid of old stock before the new model ships - I am in corporate sales and know how these things work. There was never any intent of trading in these products - it was a highly promoted scam which they always planned to wriggle out of wherever possible.

  If this is NOT the case, why on Earth would you limit the trade-in period to less than 2 weeks when customers had not been previously informed of any accurate timeline to look out for, and then only notify customers you claimed to have flagged for the program ONCE in an otherwise UNRELATED email with no mention of the trade in program in the title and the only mention in tiny letters at the extreme bottom of the page? They then failed to post any information on their website. Customers had nothing to go on or expect other than "we will flag you and make sure to contact you between CES (a consumer electronics show starting January 7th) and early to mid March. So with no clear instructions, they then only notify the customer with one SINGLE LINE hidden within a promotional email AT THE BOTTOM with a title that FAILED to mention the trade in program. It's ludicrous - laughable. It would actually be funny if I weren't being screwed over by a company I planned to do a lot of future business with.

  As I told them by email, I can only imagine dealing with customer service if a problem were to arise.....and God forbid if I required a warranty ***air or ***lacement! I'm sure these shady suckers would wriggle out of that as well. If this isn't resolved, which would be SO EASY TO DO, and only isnt because they never intended to do it in the first place, I'll take my substantial future business elsewhere to a more ***utable company.

  And just a final note - THEY CLAIM the projector is not obsolete (which I clearly only purchased because I wanted a projector for Christmas and planned on utilizing the trade in program) but their recent actions belie this claim.  The last update completely cut support for all apps and downloads through their operating system, so you have to utilize a player of some type to even stream or utilize this unit whatsoever now.

  So again, thank you, Nexigo, for making it clear exactly who you are. If this is not resolved you've lost my family's business forever as well as anyone and everyone I can warn about your shady tactics by reaching on thr Internet and in person.  We get asked all the time about projectors when folks see our screen, and I'll be sure to recommend another more ***utable brand.

  Absurd situation - I'm sure they couldn't care less about losing single customers, but those angry customers add up quickly.  I would be surprised to see this so called "business" still in operation in 5 years.

  Sincere thanks to the BBB for their efforts on my behalf.  I'll be heading around the Internet this weekend to relay my story.

  ***** ******* - owner of an obsolete projector I was scammed into purchasing, then blown off by the company, who has also refused to allow me to speak with management over the phone despite my being completely cordial until now.

  *shakes head in complete and utter disgust and disappointment*

• Initial Complaint

  Date:03/05/2025

  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 $1187.99 for a projector device to be delivered by Jan 2, order was delayed and a box arrived on Feb.6 with a dead device that does not power on and dead on arrival. Feb 10 I asked for a replacement or refund if they are unable to replace it, I repeatedly emailed merchant and they refuse to exchange it or provide a refund. It's day 28, on March 5, 2025 well within their 30 day return policy and they still refuse to provide an *** or any resolution, they continue to give me the run around and say I am outside the refund window when I reported this claim as soon as I opened the box. From Dec to March they have my money yet have not delivered a working device. I believe it is a scam, as the product they sent is not even visible on their site:********************************************************************* I would like to have a refund issued at this point since I no longer trust that they will honor their legal obligation to do their part and provide a operational and working device.

  Business Response

  Date: 03/18/2025

  Dear Customer,

  We sincerely apologize for any frustration this situation has caused and appreciate the opportunity to clarify the matter.
  
  After reviewing our records, we can confirm that an RMA was issued to you on March 5, 2025, outside our 30-day return window. Additionally, we requested a short video demonstration of the issue to assist with troubleshooting, but we respect your decision to decline.
  
  Since your order has now exceeded the return/refund period, we are unable to process a refund. However, we are happy to process a warranty claim, allowing you to send the unit back for a replacement.
  
  We appreciate your patience and cooperation. Please feel free to reach out if you have any further questions.
  
  Best regards,
  NexiGo Support Team

• Initial Complaint

  Date:01/24/2025

  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.

  My projector broke and I am trying to get it replaced under warranty. They are taking almost a month and have not told me when the replacement is coming or if its coming. It is the 4th time I have had to get a replacement for this order. The other time the replacement was shipped within a week. It would be nice if they could compensate me in some way for all the trouble I have went through with their product.

  Business Response

  Date: 01/28/2025

  Dear Customer,

  
  Thank you for your patience. We do apologize for the delay. We will ship out your replacement for you via **** The tracking number is:
  1Z1ER7460333589745
  

  Please let us know if you have any further questions.

  Best,

  Customer Answer

  Date: 01/29/2025

   
  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:01/01/2025

  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 the projector in February. It broke down after 5 months. The light inside did turn off even when the projector was "off". When it was on a yellow spot would start to form like it was burning into the projection. After a point it stop cutting on. I reported it, and had to pay for the shipping.After a few months it was shipped back and a few days later there was not explanation as to what happened to my projector, it was just stated that a new one would back to **** received the replacement in late October. On December 29th while I was on my gaming system I heard what sounded like a sigh, turned around and my projector was expelling smoke or steam. I turned it off and unplugged it and set it outside for a few minutes while I grabbed my phone to make sure I had video evidence of what happened.I brought it back in when it stopped smoking, it turned on, but again would not project and then it cut off completely. I advised the company I do not feel safe to use their projectors anymore because that one almost burned my house down. Instead of issuing me a refund due to their product being a fire hazard I was advised that a refund couldn't be done because it was outside of the 30 days when with their products being a fire hazard.I called ****** and the third party insurance. ****** issued my refund, I threw away the projector; ********** products are a fire hazard. If I stepped away it could've burned my house down or if I was sleep or gone, my apartment would've burned down. I received my refund from ******, a side of me wants financial compensation from having this fire hazard in my house and only trying to replace the fire hazard for one that might kill me in my sleep.

  Business Response

  Date: 01/05/2025

  Dear Customer,

  Thank you for bringing this matter to our attention. We deeply regret the distress and inconvenience you experienced with your projector. Customer safety and satisfaction are our top priorities, and we take such concerns very seriously.

  Upon reviewing your case, we acknowledge that you initially reported issues with your projector five months after purchase. Following your report, we arranged for the unit to be returned for inspection. After determining it could not be repaired, we provided a replacement unit at no additional cost.

  We understand that your projector malfunctioned and emitted smoke, which understandably raised safety concerns. After reviewing your case, we see that ****** has already issued a full refund for your purchase. As a result, we are unable to offer any additional financial compensation.

  If there was any property damage as a result of this incident, please provide detailed information and any relevant evidence, such as photos or videos. We will forward this to our insurance team for further investigation and support.

  We sincerely apologize for the experience youve had with our product. If you have any additional questions or concerns, please dont hesitate to contact us directly. Thank you for your understanding.

  Best,

  NexiGo Support Team

• Initial Complaint

  Date:12/31/2024

  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 ordered a projector and screen combo from Nexigo on December 14, 2024. The projector arrived, but the screen, shipped separately, was lost by **** The delivery was promised by December 20, yet **************************************************** a resolution.Since reporting the issue, Ive been subjected to conflicting and misleading information from their customer *********** First, I was told they needed to contact ****2.) Then, I was informed my replacement request was sent to their back office.3.) Next, After approval, I was told their shipping department would ship it.4.) Finally, they claimed a replacement could not be sent until *** completed its investigation, which has no clear timeline.This conduct violates my rights under the Uniform Commercial Code (UCC) and the *** Mail Order Rule, which require timely delivery or a refund if a seller fails to deliver as promised. By taking my payment, the company entered a legal obligation to deliver the product or provide a refund promptly. Refusing to fulfill this obligation while blaming a third-party carrier with whom I have no contractual relationship is unacceptable.I demand an immediate resolution:Either ship the screen I paid for or issue a full refund. Stop using UPSs investigation as an excuse to delay resolution. Failure to act will result in further escalation, including disputes with my payment provider, reports to consumer protection agencies, and legal action if necessary. I urge the BBB to intervene to address this breach of contract and prevent future harm to other customers.CS conversation attached.

  Business Response

  Date: 01/13/2025

  Dear Customer,

  We have processed a replacement shipment via *** (tracking number: 1Z1ER7460324574929) and refunded your account with a $100 discount for the inconvenience. Please let us know if you have any further questions.

  Best,

  NexiGo Support Team