Complaints

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• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2022 I contacted our representative for ATG, about a couple of lights that had gone out from a job we did consisting of Helix lights covered by a 10-year warranty. In July we received a couple of replacement lights as well as return labels for the lights that were being replaced. These defunct lights were sent back to the company.In October of the same year, we received a call that another light had gone out and I contacted our representative again. He took the call, but never got back with me. I made several calls and sent several emails to our representative, copying *************** (Vice-President) on the emails. I called and emailed the general company email and left phone messages and all my attempts were ignored. I sent emails again in November and December. In March of this year, our client came into the office with 2 Helix lights that had gone out. I tried unsuccessfully to contact all the aforementioned contacts again with no response. I did finally reach out to another sales person, in August, who explained to me that I needed to take pictures of the lights and upload them to the site and that someone would be in touch with me within 4 business days. I never heard back from anyone about having those lights replaced. There was mention from the other salesman that they told him 2 lights have already been sent to us and asked if they were the same ones, even though they sent return labels to us and we had sent them back -- for which they should have records. We have exhausted all attempts to get the company to honor their warranty, which we extended to the client that paid for them. We only feel it is right for them to make good on their claims.

  Business Response

  Date: 07/03/2024

  After looking into the process, it seems like the customer has already been taken care of. The initial product was replaced with the newer model for the same product line. This was resolved March 19th, 2024. I can offer you more files if you would like them for proof.

  
  

  Customer Answer

  Date: 07/08/2024

   I am rejecting this response because:

  To date we have not received a refund for the warranty lights we had to pay for up front to have them replaced.  We were told that the lights would be looked at and if they fall within the warranty, our money would be refunded.  I have made several attempts to have our money returned, but we have not received anything but the emails that I have attached.
  

  
  

  Business Response

  Date: 07/12/2024

  I've double checked with finance and the refund was processed July 9th, 2024. The customer should have received the refund via their original form of payment.