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:05/20/2024

  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.

  We purchased two lighting fixtures and a ceiling fan earlier this year for over $5,000. One of the fixtures we had installed never worked. It was installed by a licensed local electrician. When we called The Light Center to tell them it did not work, the first response was “it’s a floor model”. It is a floor model. But that means it might have a few scratches on it, not that it won’t turn on. After we worked through this conversation, which was several conversations with several different people (we were hung up on a few times), we got to the second conversation. Conversation number two was them telling us to take it up with the electrician for improper install. We declined and the third series of conversations was them saying they would repair the light. We took the light in for repair nearly two months ago and do not yet have it back, nor do we have a timeline when we might, despite several calls inquiring.

  Business Response

  Date: 05/20/2024

  Dear Zach and BBB,

  I believe as of today our issue with the severe delay of getting correct parts and getting the light repaired and turned around will be fully resolved as of Thursday morning when we are scheduled to go to the client's home to install it. I have fully reviewed the entire process from purchase of the light to installation to now. There is a lot our sales and service team should have done to take care of things more quickly and we had delays from our vendor which caused issues as well.  I learned that one of my staff members had also called and spoken with the customer on Friday morning to update that some but not all parts were here and should arrive any day but then today updated that everything was here and ready for installation. We needed to do a better job of checking all the details before calling with this update. In short, it took my staff way too long to correct an issue. I was contacted by the customer Saturday evening and responded immediately on Sunday morning letting him know I would get answers and respond, which I have today.

  The light we sold was a good product and working in our showroom, but was not working following installation so we have taken care of the cost of parts at over $400 plus the service and repair time at our own expense. We are sorry for the delay.

  Business Response

  Date: 05/20/2024

  The customer purchased the light from display on deep discount for $1126. A larger total overall was spent close to the $5100 but we do not feel any type of refund is warranted at this point based on the complaint issued to BBB. We have already booked time to install this light at no charge at the customer's home as of this morning.

  We believe what most likely occurred is that the light was damaged at installation because a necessary part was not included (by the electrician) and therefore fried the lighting that worked when it was hung in our store. We try to tread very carefully with clients about installation issues so I am only sending this to you as a note that we are taking care of the cost regardless of the source of the issue. The problem has been a delay in timing.
  

  Business Response

  Date: 05/20/2024

  Here is a copy of the invoice and the actual purchase amount of the light we have been working on was $1176 (I may have written $1126 in the previous note). The top item is the only light that has had an issue so the amount in dispute on this complaint of $5100 is unwarranted.

   

  Customer Answer

  Date: 05/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Zach Jory