Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my steam deck in for repairs on December 23, 2024. United Radio has had it since January 3. They have yet to complete my repair and are still charging me the full fee of $125, despite the fact that it has been nearly 1 month since they have had my steam deck in their possession. I have been trying for weeks to work with the business to get the work completed on my steam deck and get it back in my possession, but they keep telling me it's going to take more time to repair. I frankly do not understand how this repair has taken this long. I have dealt with many repairs in my life, but this is by far the longest for a minor fix. I just want my steamed deck back at this point, fixed and back in my possession like I was told it would be by ***** weeks ago.

  

  Business response

  01/24/2025

  Mr. ********** sent in his ***** ***** **** to United Radio on 12/23/2024, and it was received into our system on 1/3/2025. We contacted him on 1/6 to confirm the arrival of his unit, and all of his information. Mr. ********** contacted our customer service group on 1/8 via our live chat for an update at which time we informed him his unit was still in our evaluation period. He contacted us again on 1/9 and at that point we asked our technical team to provide an update on his repair by the end of the day on 1/13. On that date the estimate for repair was provided and accepted by Mr. **********. He called United Radio again on 1/17 to check on the status and was informed at that time that our expected turn around period had increased due to an increase in volume. He was told that the repair would be completed by the end of the following week, 1/24. On 1/22 we spoke with Mr. ********** again to advise that his Steam Deck was moving into the repair process. We advised that it would be shipping that same day and offered to upgrade his return shipping to 2-day free of charge. Mr. ********** accepted this offer, and his unit was returned to him on 1/22.

  Customer response

  01/24/2025

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I have maintained regular communication with United Radio's support team regarding my repair order, as I received no significant updates on its status. While I appreciate the expedited shipping of my Steam Deck, it was not explicitly communicated that this was compensatory for the extended delay. Instead, I was simply informed that the device would be returned via 2-day shipping, without acknowledgment of the numerous interactions required to reach this resolution.

  After approximately one month, I am relieved to receive my Steam Deck back. However, as someone with 11 years of experience in technology support, I consider this to be among the poorest customer service experiences I have encountered.

  The performance of United Radio in this instance, if replicated in my professional role, would likely result in job loss or loss of clients. It appears that United Radio operates with some impunity due to its contractual arrangements with manufacturers like *****, leaving consumers unaware of who is handling their repairs until after the product has been sent for service.

  Should my Steam Deck require repairs in the future, I will seek a local repair shop that can presumably complete the work much more swiftly.
  
  Regards,
  
  **** **********
  
  
  
  

  
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date:August 6, 2024 Order Number: **********  I initially sent my car stereo to United Radio for warranty repair per the direction of ******* ************ ***. I received an automated reply on August 6th that United Radio had received the unit and that one of their engineers had examined it and diagnosed it as having a bad IC Controller, which was covered under warranty but needed to be ordered which would take 7 - 10 days. On August 21st, I received a follow up email from Heather E****, Customer Service Rep, indicating that they no longer would repair the unit under warranty and that they would need a total of $255.32 to repair and return it to me. My complaint is that the quality of their work is deficient, that their customer service process is substandard, and that their excessive pricing is intended to force customers to abandon their property so that United Radio can retain it for their own refurbishment and resale. Upon receipt, the unit should have been diagnosed correctly by an engineer of reasonable skill, and should not have been first identified as under warranty only to wait over 2 weeks asking for repair costs. Furthermore, they should charge reasonable shipping fees to return property to the owner.

  

  Business response

  09/10/2024

  Mr. ***** submitted his ******* car radio for repair on 8/6/24 for an in-warranty repair with the complaint of receiving an error message.  Upon evaluation of his error code message, our technician ordered a part to resolve his issue.  This decision is based on the technician's experience with this product and knowledge of error codes and the solution to resolve these.  The replacement part (Analog integrated circuit) arrived on 8/19/24.  When we went to install the part on 8/20/24, our technician found corrosion damage that voided the warranty (pictures attached).  Our findings were communicated to Mr. ***** on 8/21/24 with the documentation showing the corrosion.  He was given an out of warranty estimate to replace the main printed circuit board, essentially removing all the corroded components.  Mr. ***** declined that estimate and agreed to the return shipping charges of $42.74 (tax included).  As a one-time accommodation, United Radio will be crediting Mr. ******* credit card he used for this transaction in the amount of $42.74.     

  Customer response

  09/13/2024

   I still believe that United Radio demonstrated a lack of customer care and technical expertise in their original diagnosis of my defective radio.   However, their willingness to refund the inflated shipping fee, however begrudgingly, is really all that I could have hoped for. In such, I agree that the response is acceptable, but it does not alter my opinion of them. I thank you for your assistance!  Regards, **** *****

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  United Radio repaired my Sony earbuds. I received an empty box from United Radio upon return. Don’t use these clowns/thieves.

  

  Business response

  08/13/2024

  Mr. **** submitted his **** ********** headphones for replacement of the earbuds and reconnection to his charging case.  This service was completed on 8/1/24 and we shipped the headphones back on ***** tracking number ************.  Upon receipt of the carton, Mr. **** opened the box and realized the box was empty.  Mr. **** contacted United Radio on 8/7/24 explaining what he received.  United Radio reached out to **** that same day to see how they would like us to proceed with getting him a replacement set.  Sony responded on 8/12/24 approving a replacement set be shipped to Mr. ****.  United Radio shipped a set of new headphones with a charging case to Mr. **** on 8/13/24, on next day air ***** tracking number ************.  

  Customer response

  08/19/2024

  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. 
  
  Regards,
  
  ****** ****
  
  
  
  
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted my Steam Deck to United Radio for repair at the request of *****, the maker of the steam deck. This was done through a RMA process completed on May 6. I shipped the product out same day and it was received at the repair center on May 10. I was told the whole RMA process would take 5-10 business days. I then received a phone call from United Radio on May 14, four days later letting me know they have received my product. I was then given the option to either wait for an estimate of the repair cost or pay upfront. I decided that I would wait until the estimate was given, and was told that it would be a few days and I would hear something back shortly. The next time I heard back from United Radio was almost a week later, and after I had reached out to them. This was on May 20. I was given the cost of the repair, and I provided my credit card over the phone. I was then told be the gentleman on the phone that my repaired Steam Deck should be shipping out the end of the week at the very latest. By the end of the week, the status was still stuck at Estimate Accepted, so I followed up again. I was told by a different person that the repair was starting soon and that it should be completed early next week, by midweek at the latest. It is now the midweek and my status hasn’t changed, and after reaching out to United Radio, I was told it would take another 5-10 days for the repairs to be completed. We are now on 13 business days since my Steam Deck was received. Also, every customer service rep I have spoken with has been extremely rude and has ended the chat or phone call when I brought up the inconsistencies in the repair estimates.

  

  Business response

  06/04/2024

  We have reached out to the customer directly, both through email and telephone, from our Customer Service Supervisor.  The manufacturer has been contacted about the difficulties getting this repair completed and has agreed to provide a replacement at a discounted cost. The replacement is expected to ship directly from their facility to the customer 6/4/24 or 6/5/24.

  Customer response

  06/05/2024

  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. 
  
  Regards,
  ********* ******
  
  
  
  
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently returned some ********** **** earbuds to United Radio after experiencing a battery issue. They replaced them for free, which is great, however upon receipt of the replacements I noticed the volume isn't equal from both sides. I had my girlfriend test this independently to confirm, so I sent them back within 30 days as they should have been covered. United Radio is now charging me $60 to have them sent back after not doing any work and saying they could not reproduce the issue. I know for a fact these earbuds are defective and this company is gaslighting me and holding my property hostage. I attempted to rectify the situation by paying $20 (!) for shipping, but not the labor costs, and they were unwilling to compromise. They refuse to send my (defective) earbuds back to me unless I pay this ransom, or I may choose to have them disposed of, which is unreasonable. Terrible service, will never be buying from **** or using this vendor ever again.

  

  Business response

  05/20/2024

  Mr. ******* submitted his **** ********** ear buds for replacement on 4/24/24.  This service was completed and his ear buds were shipped back to him on 4/24/24.  After receiving his ear buds, Mr. ******* noticed a difference in the sound level between each ear bud.  He submitted these for evaluation on 5/16/24.  After testing with a sound analyzer, we determined that his ear buds are operating to manufacturer's standard.  We contacted Mr. ******* with our evaluation and IN ERROR we quoted him a minor bench fee and return shipping.  This service is covered under our guarantee and no charges should have been applied to our evaluation or return shipping.  I spoke to Mr. ******* and explained the error and that we will be returning these to him, in the condition received, at no charge.  His ear buds shipped on tracking **** **** *****  

  Customer response

  05/21/2024

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an ***** AV receiver that stopped producing sound and stopped displaying the speaker statuses on the display. I sent the receiver here for warranty repair and they claimed they could not replicate the problem and sent it back to me without doing anything. Well guess what? They clearly lied. They sent it back to me more broken than before. Now I can’t even complete the room calibration of my speakers to move onto testing the receiver because the receiver turns itself off and back on every time I try to do the calibration. They clearly didn’t do any testing at all or they would have noticed this issue, let alone the actual issue I sent the receiver in for! Disgusted with this complete lack of service and breaking my receiver even more!

  

  Business response

  01/15/2024

  We would like to offer a technical assistance call to the customer before the set is returned to walk through the set-up configuration. In order to determine what is failing, we would like to have the unit returned for evaluation. A box, packing and a return label would be provided. 

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted ******* for warranty service on a ******** that I purchased for $1,400. The unit had a ghost touch issue and was sent to United Radio, an authorized repair center. ******************, *** delivered the ********, signed by Karl (Exhibit A). United Radio claimed that the ghost issue was a faulty circuit board and had it printed and repaired (Exhibit B). All was good until they sent it back under ******************. Either a logistics issue with United Radio or *** mis-shipped my package, and the radio got returned to sender. The package was signed for by Karl (Exhibit C). When I asked for an update, United Radio informed me that they could not find my radio and opened a *** claim (Exhibit D). Fast forward, the *** claim gets denied. Communications show that United Radio is providing a replacement unit on backorder. ***********, an authorized seller of ******* radios, revealed that the ******** is discontinued. Most manufacturers' warranty provides a replacement unit of the same, upgrade, or refund. However, United Radio is stern about waiting for a discontinued model restock. I asked for a refund. After all, I need a new radio now because I have been without my radio for three months (Exhibit E). I am writing a BBB claim because I have been ghosted, and United Radio provided no resolution. I have been polite and respectful in my requests, but United Radio cannot offer me a solution. It is not very reassuring because they take pride in their customer service, and their website celebrates 100 years of service. I have provided many different resolutions, but at this point, I am out of options. This fault is purely United Radio's, and there is no accountability. I have been missing $1,400 for three months, and all communications are futile. I prefer a refund because I cannot support businesses like this. They are friendly people, but management needs work and pulling their weight to resolve issues like this.

  

  Business response

  02/08/2023

  Mr. **'s ******* ******** was serviced at United Radio and shipped back to him on 11/30/22.  His package was lost in shipping by *** and after they completed their investigation we were notified the package could not be found.  United Radio worked with ******* to secure a replacement for Mr. ** and unfortunately his replacement unit was on back order at the time.  On 2/7/23 ******* informed United Radio that his replacement unit shipped and is expected to arrive at his location 2/13/23.  United Radio contacted Mr. ** on 2/8/23 to review the current status of his replacement and confirm this is a satisfactory response to his BBB complaint.  Mr. ** acknowledged this is acceptable.

  Customer response

  02/09/2023

  Better Business Bureau: As mentioned, the people are lovely and without their great communication, I would be much more frustrated. Other businesses would definitely tell me to wait a couple more business days each contact but United Radio has taken the time to give me status updates throughout the process. I have gotten inpatient and in the end, I should be made right. Appreciate the support and wish everyone a great rest of their day. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, **** **

• Initial Complaint

  11/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ***** **** was sent to them for repair. They claimed to have repaired the unit, updated firmware, and restore to factory reset. The problem that I wanted fixed wasn't, and I know they didn't do any of the other stuff because my account was still logged in and all of my downloads remained. It would have been completely blank had they done any of the things they mentioned.

  

  Business response

  11/10/2022

  Mr. ***** submitted his ********* for warranty service to repair his complaint of "R1 button not registering".  His unit was received into our system on 11/1/22.  After technical diagnosis, United Radio determined that the PC board (Controller board) responsible to register the action of the R1 button was defective.  United Radio replaced the defective PC board (Controller board) as well as replaced the other Controller board that we found intermittent (Mr. ***** did not mention this in his reported symptom).  Mr. *****'s service was completed on 11/2/22 and his unit returned to him.   United Radio can confirm we did perform the factory reset operation using software provided by the OEM.  We are unable to determine why the data was not fully cleared at this point.  United Radio guarantees the service performed and parts replaced for 90 days, this is stated on the invoice provided to the customer (attached).  We encourage Mr. ***** to submit a support ticket through his Steam account to have the unit sent back in for evaluation and repair if he is still experiencing a problem with his *********.  

  Customer response

  11/11/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  ******* *****
  Simply put, they are lying. Showing a piece of paper saying you did things doesn't mean you actually did them. They repaired nothing on the device. They did nothing to the device, then they returned the device. At the very best the are inept repairmen, at worst they are lying conmen.
  

  

  Business response

  11/14/2022

  United Radio has performed the necessary repairs to Mr. *****'s ***** **** as outlined on the invoice returned with the repaired unit.  United Radio has been in communication with ***** Software Corp., the OEM of the product.  On November 7th, ***** Software Corp issued *** ************* to refund the customer their purchase price.  This accommodation was present before Mr. ***** submitted his original complaint on Nov 8th.  Mr. ***** will need to resubmit his ***** ****, with the pre-paid shipping label provided by ***** to United Radio to initiate his refund.  Once processed in at United Radio and deemed acceptable for return (Unit present with matching serial number), an electronic submission is made to ***** to initiate the refund to Mr. *****.  United Radio is still offering to re-evaluate and remedy any verified problems that may exist on Mr. *****s ***** ****.  If Mr. ***** would prefer this outcome, he would need to notify ***** Software Corp. of his intent.   

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2, 20022 I purchased a **** SOUND BAR SYSTEM (5.1ch Home Cinema with Wireless Rear Speakers | *******) from ******* for $299.99+ tax and on October 17, 2022 the rear speakers went out. *******'s return policy is only 90 days and I was advised to contact **** WARRANTY. A claim was filed and approved and I sent my system to a repair center provided by ****. The repair center contacted me to say they received such, followed up by a call the following day informing me that the rear speaker was in fact faulty and that parts would be ordered for replacement. I then received an email stating that the warranty was voided because "the wires were cut" & the serial numbers were "SCRATCHED" off the rear of the speakers, and that I would be personally liable...which is a BLATANT LIE!! Such defects were never mentioned in the previous calls and this is an attempt to "extort" monies n addition to recouping funds from ****. THESE WIRES WERE CUT BY SOMEONE AT UNITED RADIO REPAIR SERVICE! MY SURROUND SYSTEM WAS I PERFECT CONDITION EHEN I SENT IT OTHER THAN THE DEFECT IN THE SOUND QUALITY THAT WAS REPORTED. I called **** back to alert them of the issue and was told there was nothing more that can be done. I'm now out of $400 within 3 months and have consulted with legal counsel as I feel DEFRAUDED by **** & it's untrustworthy repair centers UNITED RADIO REPAIR. I have also filed a complaint with Consumer Affairs & Attorney General's Office

  

  Business response

  11/04/2022

  Mr. ****** submitted his **** ******* Home Cinema to United Radio for an in-warranty repair, he reported that his rear speakers were not working.  His unit was received into our system on 11/2/22.  At 1:17 PM EST We sent the customer an email acknowledging receipt of his unit and letting him know the technical evaluation has started.  At 3:30 PM EST we sent an email to Mr. ****** with the estimated cost to replace his defective rear speaker.  At 3:33 PM Mr. ****** responded back to us indicating this repair should be covered under warranty.  At 5:02 PM EST we responded to Mr. ****** detailing the physical damage found upon evaluation of his unit.  The speaker wire to one of the rear surround speaker was cut and the model/serial number label has been removed (see attached).  Either of these conditions voids the manufacturer's warranty.  United Radio has displayed timely updates to Mr. ****** as the technical evaluation process was happening.  As an authorized Service Center for ****, we are responsible to determine warranty eligibility and act appropriately on ****'s behalf.  The condition of the product, when received by United Radio, is not eligible for repair.    

  Customer response

  11/04/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards* ** ****** This is a BLATANT LIE and MALICE!! NO CORDS WERE CUT NOR WAS ANY LABELS TAKEN OFF. THIS WAS NOT THE CONDITION I SENT THIS TO UNITED RADIO!!! WHY WOULD O CUT THE CORD ONLY ON ONE SPEAKER OR TAKE OFF ANY LABELS?...I HAVE ALREADY CONTACTED LEGAL COUNSEL! 

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a aftermarket amplifier for my car, made by ******* it went out I bought it in the month of May 13, 2022. It was under factory warranty. Because the store warranty was out. But the factory warranty was still good from ******* . The amplifier went out in August 2022 they send me a refurbish amplify Model #* ****** Serial #: ******** replacement amplifier that didn’t work in the month of September I send that back to them in 2022 September and Now ******* is said at the end of October you will get it now they changed it to the end of November and they haven’t been giving me updates on the status of what’s going on repair order number United Radio Repair Order # ********** can you help me get disresolved? And Please make sure ******* send me a working amplifier because the last one wasn’t working

  

  Business response

  11/03/2022

  Mr. ******* submitted his ******* automotive amplifier for an in warranty repair on 9/9/22.  Due to the nature of his failure United Radio deemed this unit not repairable and requested an exchange from *******.  The exchange request was approved on 9/16/22, with the exchange going directly to Mr. ******* from *******.  When Mr. ******* received his exchange, the unit was not functional out of box.  Mr. ******* contacted United Radio, we instructed him to return the unit to us and we would notify *******.  His defective replacement was received on 9/30/22.  United Radio contacted ******* and another exchange was approved to be sent to the customer direct.  This model is currently on back order with ******* not United Radio.  Mr. ******* will need to work with ******* direct for any accommodation and/or information on when his exchange unit will ship to him. 

*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. ↩