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:02/18/2025

  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.

  No response from the seller since Jan 15, 2025. No refund has been issued and pass due per sellers timeline given. I called to start the refund process and had to wait over an hour for someone to answer the phone. The person told me that he was not paid enough to deal with the issue. He told me that the restocking fee would be waived but communication is severely lacking from the company. Headlight RevolutionXong Kue Your return shipment for RA202972 has been received. Our team will be processing it within the next 5-10 business days to verify that everything has arrived in the expected quantities and condition. If we run into anything unexpected, we will notify you.

  Business Response

  Date: 02/20/2025

  We appreciate the opportunity to address this concern. Regarding Complaint ID ********, the return associated with RA202972 has been processed and refunded as of 2/20/2025.
  We sincerely apologize for any delays or miscommunication during this process. Our team is committed to improving customer experience and ensuring a smoother resolution process in the future.
  Please let us know if there is anything further needed to close this case.
  

  Customer Answer

  Date: 02/21/2025

  Due to the lack of response and cooperation from the Seller, I will not accept the sellers response until I have received the refund.

  **** ***
  We have just processed a refund back to you according to the details below:
  AMOUNT: $1,071.60
  METHOD: ************7978
  ??Credit Card Refunds: Once submitted, most credits appear in 3-5 business days.
  ??****** Refunds: Once submitted, it should be returned to your account instantly
  ??Other Payment Methods: processing time can vary, but generally takes 2-5 days
  If you believe there has been a mistake of any kind- please do not hesitate to contact us!

  Business Response

  Date: 02/24/2025

  Dear BBB Representative,
  Thank you for reaching out regarding complaint ID ******** from Mr. **** ***. We would like to clarify that we responded to this complaint immediately upon receipt and processed the full refund of $1,071.60 on February 20, 2025, to the original form of payment (REF157124).

  
  Refund Details:
  Amount: $1,071.60
  Method: Original payment method ending in 7978
  Date Processed: February 20, 2025
  Transaction ID: *********

  
  Per standard banking procedures, credit card refunds typically take 3-5 business days to reflect in the customers account, depending on the financial institution. If Mr. *** has not yet seen the funds, we recommend he check with his bank, as processing times may vary.

  
  We believe this matter has been fully resolved on our end, but we remain available should any further clarification be needed. Please let us know if any additional information is required.

  
  Best regards,
  Headlight Revolution

• Initial Complaint

  Date:10/15/2024

  Type:Delivery 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.

  Ordered a set of bulbs for my truck. Have sent emails about when my order might ship out and have not gotten any response back. Even paid extra to have them shipped faster

  Business Response

  Date: 10/16/2024

  Dear Mr. ********************* you for bringing your concerns to our attention, and we sincerely apologize for any inconvenience you may have experienced regarding your order.

  We have reviewed the details of your order #********, which was placed on Saturday, October 12th. Our offices were closed at that time, but your order was promptly processed and shipped on Monday, October 14th. We understand your concern regarding the shipping timeline and your attempt to expedite delivery.

  As of now, your order is in transit via **** with the tracking number **********************. To make up for any inconvenience, we have refunded the shipping charges in full. You should see this refund reflected in your account within 3-5 business days.

  We hope this resolves your concerns, and if there is anything further we can assist you with, please dont hesitate to reach out.

  Thank you for choosing us, and we appreciate your patience.

• Initial Complaint

  Date:06/13/2024

  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.

  On May 24, 2024 I made a purchased from this Website called HR, I ordered two headlamps' ballasts for my car, they were on sale, from the total cost of $52.52 included shipping cost. When I got these items and tried to replace them for the *** on my car, I realized that they didn't fit, They were bigger and the fittings were different, So I took pictures, and then I sent an email to this company for a return refund. The agent that I spoke with was rude. I was able to have the return approved, but I only got the cost of the items and taxes, not the shipping cost that I paid, the shipping cost was.$13.44. The items cost $36.06 plus taxes, $3.02. They made a mistake of sending the wrong item, which was listed on their website, and somehow I have to pay for their mistake by not refunding the shipping cost.

  Business Response

  Date: 06/19/2024

  Dear ********************,
  Thank you for bringing your concern to our attention. We sincerely apologize for any inconvenience you experienced with your recent purchase from Headlight Revolution.
  We understand that the headlamp ballasts you received did not fit your vehicle, and we regret that this caused you frustration. Our goal is to ensure our customers receive the correct products, and we apologize for any error that occurred in this instance.
  Regarding your refund, I would like to clarify the actions we have taken to resolve this issue. On June 7th, we processed a refund for the cost of the items and taxes, totaling $39.08. Following your request and understanding the importance of customer satisfaction, on June 17th, we also refunded the shipping cost of $13.44. This brings the total refunded amount to $52.52, which covers the full cost of your original purchase, including shipping.
  We appreciate your patience and understanding as we worked to rectify this situation. We strive to provide excellent customer service, and we regret that your experience did not reflect this. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team directly at [customer service contact information].
  Thank you for your understanding and for giving us the opportunity to address your concerns.

• Initial Complaint

  Date:11/01/2023

  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.

  On October 2023 I contacted Headlight Revolution to inquire regarding LED products they sell on their website for my vehicle. Headlight Revolution provided me with erroneous and misleading information. My entire purchasing decision was based on the information given by the company that their products were plug and play and compatible with my vehicle. I placed an order and received the items. The company provides technical support to help customers with installing LED bulbs on their vehicles. The LEDs purchased were not compatible with my vehicle. Headlight Revolution provided instructions to modify my existing headlights in order to accommodate the LED bulbs purchased. I installed LEDs and they did not work. Furthermore I was given instructions to purchase an additional part (reverse polarity harness) to make it work. Please note the product ordered was marketed, sold, and confirmed by the company as Plug and Play and not requiring any modifications. Not only did I need modifications, they also asked me to purchase an additional part. After following these instructions their products did not work on my vehicle. As a consumer I trusted the company to provide accurate information before making a purchase and I based my entire purchasing decision based on that. The end result was nothing worked, and my new headlights now had modifications that caused irreversible damage to them. Headlight Revolution provided a refund for the items in the order, but would not take responsibility for providing misleading and erroneous information. This misleading and erroneous information has caused irreversible damage to my existing headlights at a cost of $400 in new ****** OEM parts to replace the headlights which were new and purchased recently in October 2023.

  Business Response

  Date: 11/02/2023

  We appreciate your feedback and are sorry to hear about your recent experience with our products. We want to address your concerns and clarify our position regarding your purchase of the LED bulbs from Headlight Revolution.

  
  We apologize for any inconvenience you encountered with your LED bulb installation. It's important to us that our customers have a positive experience, and we take your concerns seriously. Regarding the issue of "plug and play" compatibility, we understand that the term might have led to confusion. Our LED bulbs are indeed compatible with the vast majority of vehicles on the road. However, some older ****** models, as mentioned previously, have a reverse polarity issue that can affect the installation process. This is why we recommended the use of a reverse polarity harness as a solution. Our intention was to educate you about the specific requirements of your vehicle's lighting system and provide a solution to ensure the bulbs work effectively. We take pride in our customer service and strive to offer guidance to customers facing such issues.

  
  We understand that you were disappointed with the need to purchase an additional harness and the suggestion to bend the clip pieces to fit the new LED bulb. We want to emphasize that our intent was to provide you with a solution to make the LED bulbs compatible with your vehicle, rather than causing damage. We apologize if the solution did not meet your expectations. In an effort to resolve this matter, we promptly issued a full refund for your order on 11/1/21 and allowed you to keep the parts. We believe this was a fair and reasonable resolution to the situation.

  
  We value your feedback and always aim to improve our product descriptions and customer interactions. We have taken your comments to heart and will work on further clarifying the compatibility requirements for specific vehicle models.
  We understand your frustration, but we want to emphasize that our intent was never to mislead you. We appreciate your understanding of the unique challenges your vehicle presented and hope you can consider giving our products another chance in the future. Thank you for bringing this matter to our attention. If you have any additional questions or concerns, please don't hesitate to reach out to our customer support team. We're here to assist you.

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20810135
  
  I am rejecting this response because:
  
  Headlight Revolutions response and attempt to clarify their position is not satisfactory. Headlight Revolution knew the year, make, and model of my vehicle. In order compatible products that information must be provided by the consumer. I requested confirmation before making a purchase that their LED bulbs were indeed Plug and Play, compatible with my vehicle, and would not require any modifications to my existing headlights in order for the LED bulbs to fit and work on my vehicle. Headlight Revolution provided confirmation prior to purchasing that they were compatible with my vehicle and would not require any modifications. That information turned out to be wrong. After receiving parts Headlight Revolution gave me instructions for modifications and purchasing additional parts through a third party. I would not have purchased these products if I would have received accurate information that these products would not work on my vehicle, that I would be required to make modifications, and purchase additional parts through a third party. Headlight Revolutions response fails to take responsibility for providing incorrect information that caused me to purchase products that were not compatible with my vehicle and ultimately caused irreversible damage to my headlights because of the modifications required to make their products fit my OEM headlights. Headlight Revolutions attempt to Educate the consumer is not only insulting, but it fails to take responsibility for not providing full disclosure prior to purchasing that would have allowed me the consumer to have avoided making a purchase that would not work on my vehicle and have avoided costly damages caused by modifications to my headlights. Headlight Revolution sells customers on the reputation that they test and therefore know what works for each vehicle LED conversion. The consumer trusts that they will have the right information when making a purchase. Unfortunately that was not the case with me. I returned the products to Headlight Revolution even though they offered for me to keep it and receive a full refund. Their products did not work on my vehicle and my headlights have irreversible damage to them as a result of that purchase. 

   

  Sincerely,

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

  Business Response

  Date: 11/07/2023

  We have carefully considered your concerns and provided you with a detailed response. However, we understand that you remain dissatisfied with our previous efforts to address the issue. We want to clarify that we have made every reasonable effort to assist you with your concerns. We stand by our initial resolution, which included issuing a full refund for your order and allowing you to keep the parts. Our intention has always been to provide you with the necessary information and guidance to help make your LED headlights compatible with your older ****** model.

  We regret that our previous responses were not satisfactory to you. At this point, it appears that there is a fundamental disagreement about the nature of the issue and the appropriate resolution. We want to reiterate that we did not damage your headlights, and our recommendations were made with the best intentions to ensure a successful installation. It's important for both parties to come to a resolution that is fair and reasonable. In this case, we believe we have fulfilled our commitment by issuing a full refund and providing you with information on how to make the LED bulbs work with your vehicle. It is our hope that you can understand our position and that we have made every effort to assist you in resolving this matter.

  While we value you as a customer, we understand that there may be differences of opinion that cannot be resolved to your satisfaction. At this point, we believe it is best for both parties to move forward independently. We appreciate your business, and if you decide to shop elsewhere in the future, we respect your decision. Should you have any further questions or concerns that have not been addressed in our previous communications, please do not hesitate to contact us. 

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20810135
  
  I am rejecting this response because:
  

  Headlight Revolution asks customers to provide the year, make, and model of their vehicles in order to make a purchase of their LED products . Headlight Revolution was provided with the year, make, and model of my truck and knew that my ****** was an older model before I made any purchase. I asked for confirmation that their bulbs would be compatible with my vehicle and they confirmed several times.  Headlight Revolutions response is completely unsatisfactory . Why didnt they tell me the customer prior to making a purchase that these bulbs for my older vehicle would not be compatible? Why did they provide confirmation that it would be? I made the purchase trusting the information given. This is the definition of providing incorrect and misleading information from a business. After making a purchase they continued to provide information that did not result in making their bulbs work on my truck and caused damage to my headlights. Even going as far as asking me to purchase an additional part from a third party. Why didnt they mention this prior to making a purchase? Their products were not compatible with my vehicle and it is the responsibility of Headlight Revolution to have given that information prior to making any purchase. Headlight Revolutions position demonstrates  a lack of accountability in this specific case.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/02/2023

  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.

  I purchased a set of AlphaRex luxx headlights for my 2013 Silverado on November 24, 2022 for $584.31 with coupon. Not quite 90 days later in early February 2023. I noticed that the passenger side high beam was burned out. This is not an ordinary led bulb, it is a led chip. I reached out to Headlight Revolution with a warranty claim on February 8, 2023. Spoke to ******* and explained my issue. I was told that ********* would get in touch with me by phone call or email. Did not get neither. Called again on February 9, 2023 and spoke to ****. I was given the same spiel as told me by *******. (********* would reach out to me). I reached out a third time, spoke with ****, I was given the same spiel as the others. I made my purchase with HR thinking that dealing with a supplier of this stature, that I would not have a problem if there was an issue with their product. Boy was I wrong. The lights were AWESOME for almost three months that they lasted. I am greatly disappointed in the lights and even more disappointed with your customer service. I wish that the customer service was as good as the lights appeared to be. I just want HR to honor their warranty to replace their faulty Headlight.DISSATISFIED CUSTOMER

  Business Response

  Date: 03/06/2023

  We have since contacted the customer to resolve the issue with the warranty claim. This warrnaty goes through a 3rd party vendor that has recently started handling their own product warranties, communication from 3rd party vendor is a work in progess 

  Customer Answer

  Date: 03/06/2023

  Headlight Revolution reached out to me today and explained that they would contact AlphaRex (the manufacturer) to see what they would say. There was never a mention of a third party warranty company until I received your info this morning.

  Business Response

  Date: 03/09/2023

  Yes of their recent protocol change, Alpharex has now requested to handle every warranty through their company directly. Attached their warranty guidelines here. 

  Customer Answer

  Date: 03/09/2023

   
  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,
  
  *********************************

• Initial Complaint

  Date:01/12/2023

  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.

  On 12/6/2022 I placed an order for ****: GTR I-LED ULTRA and ANTI-HYPERFLASH MODULES (FOR SIGNALS). My order number is: HR-******. Upon installation they did not work properly. On 1/5/2023 I requested a refund via their web site. At the time it said to look for an email with return instructions. I have never received an email. I attempted to call them and was placed on hold. After a considerable wait it sent me to voicemail and it said they would call me, they never have. I have emailed them daily with zero response. I just want a refund. On the attached jpeg you can see the order that doesnt have the request a refund option, thats because I requested it already. The other jpeg is a copy of their auto response when I asked via their web site where the information for the return was.

  Business Response

  Date: 01/24/2023

  We refunded the customer their full amount for the order.