Complaints

This profile includes complaints for Visions Electronics Ltd.( HO)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Visions Electronics Ltd.( HO)

  6009 1A St SW Calgary, AB T2H 0G5

• 

  Visions Electronics Ltd.( HO)

  46 Crowfoot Circle NW Calgary, AB T3G 2T3

• 

  Visions Electronics Ltd.( HO)

  2930 32 Ave NE Calgary, AB T1Y 5J4

• 

  Visions Electronics Ltd.( HO)

  294 Sierra Springs Drive Airdrie, AB T4B 3G6

• 

  Visions Electronics Ltd.( HO)

  10133 34 Avenue NW Edmonton, AB T6E 6J8

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:07/04/2025

  Type:Sales and Advertising 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.

  I tried to order a television from the Visions website (J** *** **** ************** ************ which states (on their website) is currently in stock but when I complete the information in the checkout I am told that this "We regret to inform you that the products you would like to purchase are not available for In-Store Pickup. Please consider either splitting your Order or using an alternative shipping method, if available." It does not give me an option to have it shipped to my residence. Even though their website says that anything over $** will ship for free. I feel that I should be able to purchase this television if it is currently "in stock" at their warehouse. This in my opinion is a bad business practice on their part and would like to seek a resolution. I would be satisfied purchasing this television for the amount stated on their website.

  Business Response

  Date: 10/04/2025

  The business responded to this complaint but asked that its response was not published
  

  Customer Answer

  Date: 12/04/2025

   
  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,
  
  **** ******

  Customer Answer

  Date: 22/04/2025

  I have tried to use the coupon code that was offered by Visions to settle this claim multiple times on different occasions with no avail. It would be nice if they could personally reach out to me and get this settled. 

  My initial ask was to honor the price of $*** for a **" TV, but considering my time and frustration trying to use this coupon code that doesn't work I think it would only be fair that they now offer this TV to me for $*** dollars or less.

  I also ask that they test this code to make sure it works before sending it to me.

• Initial Complaint

  Date:07/04/2025

  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.

  We bought a fridge on December **** 2024 for $****+tax. The fridge came scratched on 1 door and a little more on the other door. Later, on December ****, 2024, the fridge was listed on ******* website Canada for $*******+tax and free delivery. I, immediately emailed ************** to confirm the price. I emailed Vision's Rochdale store to confirm the price. ************** confirmed the price was legitimate. ******* *** from visions confirmed the price was illegitimate. *************** does not want to honor and guarantee of my lowest price for the 60 days duration after I purchased my refrigerator. ****** from ******* *** for visions told me the price was below the wholesale price. That does not concern me when ************** lists the same refrigerator for $******* and tells me it's legitimate. I don't work for ******* and why the price was listed the way it was, to me it sounds visions does not want to honor their price policy. I have proof from emails and online chat on the ************** website that * customer ***resentatives confirmed the price was $*******.Attached are the screenshots of the website and my conversation to the one of the ***resentatives confirmed the price and forwarded are the emails of the other ***resentative from ****** ******* to confirm the price of the fridge of $*******. Please take into consideration my point of view as a customer. I understand your policy and as a company you cannot offer this price because it was way below the market price and wholesale price do instead you made it seem it was a mistake on ******* website. From the customer point of view, if a manufacturer sells that online for that low that means they may have overstocked their product and they're just trying to get rid of it on that 1 day. So please keep that in mind that I could've bought the same fridge for a lower price and now I am stuck at this higher price conundrum.

  Business Response

  Date: 10/04/2025

   The business responded to this complaint but asked that its response was not published.

  Customer Answer

  Date: 10/04/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  The complaint is about the price guarantee policy.  I've contacted Visions Rochdale numerous times about the lower price on ******* website.  Visions Rochdale stated the lower price was in error.  I have proof it wasn't.  Please talk to ***** from Visions Rochdale or ****** is ******* Representative for Visions Electronics who knows about my situation.  They won't do anything for me as they are convinced their price policy does not need to apply in my situation.  I asked for the price difference and **% on top of it as the policy states.  That's it.

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/04/2025

  Hello,

   

  Unfortunately, the ******* representative will not provide information about your situation to a third party.

  Our policy for the price beat has some stipulations and often they will be denied for one of those reasons.

  Once the stipulations are met we can offer **% of the difference of the two prices.

   

  The price beat terms and conditions can be found at the link below:

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

   

  Regards,

   

  Customer Answer

  Date: 14/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:

   

  in the screenshot attached, the ******* representative fully discloses the legitimacy of the sale price.  Please read it carefully.  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:24/03/2025

  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 have spent ****** dollars at Visions since summer *0** involving purchasing car stereo for * vehicles. Recently I purchased a *0** Dodge Ram in June *0*4. I hired Visions to build a sub woofer box with * subs, * amplifiers, snd the entire replacement of the stock speakers with supposed top of the line Hertz speakers. The ** ave Visions store built the dub box but did an inferior job with the Amp matching with the speakers. I then hired Visions Crowfoot to complete the job and they installed a **** watt multi channel Amp and all new Hertz door speakers and tweeters. The **** watt multi channel melted the crossovers resulting in a warranty replacement of the crossovers and the drivers door speaker and tweeter. However, next the passenger door speaker and tweeter blew out and I returned for a warranty replacement of those the week of March **. The car stereo manager *** lied to me and said my warranty was no good so I went in person I belive March **. Crosfoot Visions replaced the passenger stood speaker and tweeter after I complained. However, they de-tuned the whole stereo system with a lap top so I have no power or volume going to the door speakers or tweeters now. They also broke the gain *** on the multi channel Amp so I cannot turn up the power to get some kind of volume. So, in actuality, because they installed a too powerful Amp and inferior speakers they had to de-tune the sound system so now I have no volume at all in my sound system. The whole purpose for spending the thousands I have spent is to have a powerful car audio system. In reality, my car stereo now sounds like marbles in a tin can.

  Customer Answer

  Date: 27/03/2025

  I am providing the bill of sale of recent visions purchase at crowfoot visions.

  Customer Answer

  Date: 27/03/2025

  This is the recent bill of sale at visions crowfoot.

  Customer Answer

  Date: 27/03/2025

  This is the recent bill of sale at visions crowfoot.

  Business Response

  Date: 28/03/2025

  The business responded to this complaint but asked that its response was not published.
  

• Initial Complaint

  Date:07/03/2025

  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.

  Purchased new television is defective and company will not replace just purchased less than a month ago just hooked up and screen is damaged

• Initial Complaint

  Date:28/02/2025

  Type:Service or Repair 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.

  Bought a fridge March **, 2020, we have warranty until March **, 2025 The fridge and freezer stopped cooling Feb **, 2025 in the evening. To keep this brief we have a detailed timeline of the numerous attempts we have made to get this unit serviced encountering run around, bad advice, not filed service ticket requests, lack of follow up, and still we do not have a service call scheduled. We have been without a fridge for two weeks, making feeding our family a challenge as are using coolers and a bar fridge to store perishables, and we can not adequately stock the usual vegetables and meats we would normally consume as a family, we need a service call scheduled immediately, especially if there is an additional wait time for a service appointment, we could possibly be without a fridge for weeks to come, its very stressful not knowing. We have talked to customer service at head office and both managers at the Kelowna store named **** *** *** ** need help getting our repair scheduled and the store needs to adequately train their staff to deal with warranty claims as we received poor advice from their associates resulting in more delays. I have made another call today to *** and he said he would call me back but he needs to contact head office reducing the chances of getting answers today, yet again. Please help. Thank you.

• Initial Complaint

  Date:10/02/2025

  Type:Billing 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'm only name-dropping, so you know what to ask the workers you speak to at the store. I bought a TV from **** ******** in 2022. We were super happy about his customer service, and he was pretty good at getting us a perfect deal. However, it became a problem regarding the insurance they wanted to sell. At first, I said no, I take care of my TV, and I'm not worried about it. But he told us, "Once you get the insurance, no matter what happens to the TV, you will get a free TV." I asked, "So If I throw a baseball at the TV, I will get a new TV." He said, "Yes." 2024, my TV Broke. The guys they hired to check what happened to the TV came in to check and said it was physical damage. They don't cover physical damage. So, I was misinformed--the first one. Then I talked to ***** about these problems as he was the store manager. ***** did his best to suit my needs, but the warranty doesn't cover physical damage. Even over the phone, ***** assured me I would get a new TV--misinformation number 2. I had to buy a new TV, and because ***** was doing his best, I purchased a TV again at Visions. I was asked what the payments were. He said, "Over * years, just pay whatever you want monthly. Just as long as you pay it off in two years." Misinformation three. You need to make a payment that is decided whatever Flexiti thinks it is, and Flexiti won't tell you what it is. You have to figure it out yourself every month. I just divided the number by ** and thought those were the payments, and I was wrong. Now, I'm paying the entire interest out, and I'm now out of $****.

  Customer Answer

  Date: 10/02/2025

  Here's the photos of the conversation 

  Business Response

  Date: 14/02/2025

  The business responded to this complaint but asked that its response was not published
  

• Initial Complaint

  Date:27/01/2025

  Type:Customer Service 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.

  We bought a ********** in Vision last Nov **, 2024 we didnt open at the same day because were too busy then when we open dated Nov ** we found out that there was a black line on the screen immediately we call the store and they told us to bring back the TV so the same day Nov ** we bring back the TV. They told us to wait for * to * weeks for them to wait for ******* company decision so we gave them A month to follow up .. we keep on calling them to ask what is the decision but until Now they could not give us the answer . I told them to give us at least updated yet until now we didnt receive any uodated .Most of the time when We call them They just ignore us and let us wait in another line. I hope you could help us because we ate already stressed out and we paid our TV Cash. The TV is with them. Please help us about this matter. Much appreciated

  Business Response

  Date: 06/02/2025

  The business responded to this complaint but asked that its response was not published
  

• Initial Complaint

  Date:13/01/2025

  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.

  We purchased some electronics back in 2019 from Vision Electronics in *******. We also purchased the extended warranty for $****** and told that if we did not use the Extended warranty then we would be credited back the amount to use in store. The only stipulation we were told about was that we had to apply for it after the *** year if we did not use the warranty. So we did in Dec 2024 however are now told that we have to spend $******* in order to use the $****** credit. That is we have to spend double the value. This was not told to us nor was it stated in the fine print on our extended warranty agreement at time of purchase. I reached out to Visions Electronics head office only to be told that this is their policy and it is clearly written on the receipt. In fact I was referred to their website that states the following: "Money Back Extended Service Plan (ESP) Rebates. Rebate credits can only be used towards the purchase of regular and sale tagged items only, and cannot exceed **% of the pre-tax purchase price and have no cash surrender value. In event that no claims were made within the life of the ESP. ***% of the value paid (less tax) will be credited back to the purchaser in the form of an in-store credit. Rebates must be applied for online at ***************************** within ** days after the expiration of the ESP. Rebates cannot be combined with any rebate, incentive, or offer and must be redeemed within 1 (one) year from the expiration of the ESP. Credits are a one-time-only credit are non-transferable, are not a gift card, and have no cash surrender value." I have no idea where it says I need to spend double the amount to use my credit of $****** and feel that this is deceptive marketing. I trusted our sales associate when he said there were no conditions of using our credit when we applied for it. I am only asking that they waive the extra $****** requirement and that I be issued just the $****** credit as agreed upon originally. Thanks

  Business Response

  Date: 31/01/2025

  The business responded to this complaint but asked that its response was not published
  

  Customer Answer

  Date: 31/01/2025

  
  Complaint: ********
  
  I am rejecting this response because: again, the wording on your policy is not clear and I am glad you have added the comments: "this is where it states you must spend at least double the purchase price as the credit cannot exceed **% of the purchase price before tax" to make sure I understand it now.   Perhaps this should be added to the "fine print" to avoid any confusion.   This still contradicts what the sales person and the manager who had stated to us  at the time of purchase that "there are no other conditions"  (except that I needed to apply for the rebate).  I feel that based on what your staff told me, the fact I took notes of the above conversation at time of sale, and that the wording is not clear, that I should be provided my warranty amount of $****** without the condition of having to spend double.  In fact this show of good faith does not cost Visions anything (as I am entitled to the $*** warrant amount already).  I am very upset with Visions and feel that they are taking advantage of me with a poorly written warranty policy.  I even trusted the staff when I bought the policy and thought they were being honest with me at the time of purchase.     

  By the way, I see that no one from Visions signed their name to the response.  Is this usual or just an oversight?
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/02/2025

  The business responded to this complaint but asked that its response was not published
  

  Customer Answer

  Date: 06/02/2025

  
  Complaint: ********
  
  I am rejecting this response because: Thanks for getting back to me (whoever you are- once again no one bothers to sign their name to their response and I have no idea with whom I am conversing with- very unprofessional).  As mentioned I did contact my sales associate and the manager of the store to ask about conditions regarding the warranty (their names are on the original submissions of this complaint).  Unfortunately  I believed them when they said there was "no conditions, no stipulations" regarding the warranty rebate except that 1) I had to make an application to apply for it after the * years.  Did you try to speak to either person about what they may recall?  Also, I had a number of  people read the back of my receipt and no one can interpret the wording as that I had to spend double to get my refund back.  Why not just provide an example "ie spend $*** in order to get your original $*** back" so it is more clear.   Perhaps B/B can offer their input here.  Once again, I am disappointed with Visions.  When you say you can not do anything further I find that hard to believe and not what I expect from Visions.  Again, I am just asking that I be given my $*** warranty rebate without the necessity of having to spend an additional $***.00.   
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:13/01/2025

  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 bought a ********** on January *, 2025 and brought it home and it had vertical lines when I turned it on. It was opened and powered on at the store then reboxed and carried and out in my car by the store staff. I returned the TV to the store and ******* ***** the sales manager said I must have broken it - which I did not do - and they refused refund or replaced of the $**** defective tv. I requested Master card to dispute the charge made by the store for the tv. If ******* is correct that the tv was impacted , it had to have happened when the store staff reboxed it and carried it out to place in my car. It was not impacted en route or at our home, and needs to be refunded or replaced with a new tv. I have added * photos we took when the tv was first turned on at home. Alternatively, and much more likely, the TV had latent defects from shipment and handling or from manufacturing defects.. Whatever the cause, the TV we bought is defective and needs refund or replacement. Thank you, ***** ******

  Business Response

  Date: 31/01/2025

  The business responded to this complaint but asked that its response was not published
  

  Customer Answer

  Date: 31/01/2025

   
  Complaint: ********
  
  I am rejecting this response.
  

  The TV was opened and powered up by the store staff only to make sure it would power up to the  first black screen with language options.  It was not tested to see if it worked properly. The store staff then reboxed it and they took to the car where they set it into the trunk - screen side down we think.
  

  We drove it home and set it up and saw the vertical line pattern when we turned it on.  I called the store for help and they said send them a photo.  After I tried turn and off several times I realized that it was defective so I returned it immediately to the store where the manager refused to provide a refund.
  
  I purchased a TV that should have worked but didn't when we turned it on at home. Plugging it in at the store to make sure it powers up is probably a good idea but it doesn't guarantee that it will function as it should when it is set up as a TV at home,and it didn't work - electronic equipment fails sometimes just as the previous TV we'd had for 5 years just failed to power on one morning causing us to go to Visions to buy a new one.
  

  We had bought several TV/computer and other elecronics at Visions during the past ************************************************************ refund the defective TV as any other reputable ******* retailer would have done.

  We were then and remain now shocked and disturbed at the failure of Visions to stand behind their product and replace or refund the defective TV, as has been everyone with whom we've shared this experience, and I would think that ******* would be as well.
  

  We will pursue the refund by all available legal means until it has been received.
  
  Sincerely,
  
  ****** ******

  I am rejecting this response :
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/01/2025

  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 * *******, but I only received 1. order number is ********* I emailed mulitple time, waited hours to get through the customers to talk to a supervisor but they would say your ticket has been updated or supervisor is not available. I have been humiliated enough. All i am asking is my ordered quantity. This should be made a case study how not deal with customers.There should be some mechanization to check what serial number were shipped or what * product were shipped in that order ? if there are two product that were shipped then check the video camera if the employee stole it ?Why do customer has to suffer, I have been ordering stuff in last 15 years, I never had issues like before. Even from ***** if I order the stuff arrive correctly or they are willing do a refund, it's not so much hassle as in this case. I even went to vision store there manger said because i ordered online they can't do anything.Coming to me saying the weight of shipping was correct doesn't prove anything, I need some hard proof. I hope just one person is diligent in this company and does the job correctly.