Complaints

This profile includes complaints for Exit Sign Warehouse, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Exit Sign Warehouse, Inc.

  3835R E Thousand Oaks Blvd Ste 407 Westlake Village, CA 91362-6622

  
• 

  Exit Sign Warehouse, Inc.

  P.O. Box 4297 Chatsworth, CA 91313

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:06/18/2024

  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.

  I purchased several LED flood lights from M*** ****** with Exit Sign Warehouse on 12-14-2017. A few stopped working early on and he sent out replacements for them. A few years later I had one more go out which was still inside the 10yr warranty period and he has not sent me the flood light as of today 6/18/2024. my last email from him stated that a co-worker of his Jorge was supposed to take care of sending out the replacement fixture but he did not send the light. I have contacted M*** several times with no response. I have also contacted Jorge with no response. I will have no other option than to sue exitsignwarehouse.com if this is not resolved asap. Order # 16941

  

  Business Response

  Date: 06/26/2024

  Dear T** *******
  SIGNRITE
  
  ###-###-####
  I hope this message finds you well. I am writing to address the concerns you raised regarding your recent warranty claim and to provide clarity on the next steps.  TO BE CLEAR OUT OF THE 12 fixtures you purchaseD  we have already sent you 5 replacements  2 of which have been in 2023
  

  Firstly, I would like to extend my sincere apologies for the delay in responding to your initial email. I was on medical leave during that period and, unfortunately, was unable to attend to your request in a timely manner.
  I did inform you that the manufacturer now handles all warranty claims directly.  As ESW is only a distributor of Altech products.  i will reach out again to help facilitate the process .  Jorge Rodriguez  Altech- Direct: ###-###-####
  I understand that the delay in our response has caused frustration, leading to the filing of a complaint with the Better Business Bureau (BBB). We take such matters very seriously and are committed to providing the best possible service to our customers. In light of the information provided and our commitment to resolving your warranty claim, 
  
  
  Once again, I apologize for any inconvenience this situation has caused and appreciate your understanding. Thank you for your cooperation and understanding.
  Best regards,

  Customer Answer

  Date: 06/26/2024

  Complaint: 21865881
  
  
  
  I am rejecting this response because:

  I understand that you have another means of warranty for the items purchased and that you are a distributor but you sold the product and the person you now have doing the warranty returns is not doing their job. I contacted him as well as you and you did not respond until I reached out to the BBB. If you are going to sell a product you must stand by the warranty of the products as do I when I sell something that has a warranty. I have had to come out of pocket and purchase a replacement light to keep my customer happy.
  
  
  
  Regards,
  
  
  
  T** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/27/2024

  Altech is sending out another replacement for a total of 6 fixtures 

  Customer Answer

  Date: 06/28/2024

  Thanks so much for the quick response. 
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21865881, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  T** *******