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:03/05/2025

  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.

  Owner said lights would work on my truck even though I don't have projectors, sold to me anyway.

  Business Response

  Date: 03/21/2025

  Dear Ms. ****************** you for providing Flashtech the opportunity to respond to the complaint filed by the customer (Complaint ID: *********. We value our customers and appreciate the ********************* role in facilitating fair resolutions. However, due to an ongoing chargeback dispute initiated by the customer, which has resulted in non-payment for the transaction, we are unable to take further action on this matter until payment is received. Below, we provide a detailed account of the transaction and our position to clarify the situation.

  1. Transaction Details and Product Delivery
  The customer completed their purchase on January 8, 2025, at 2:12:13 PM PST (Invoice ID: ************. We promptly processed the order, and the product was shipped via ***** (Tracking No. ************) on January 9, 2025. ***** tracking confirms the package was delivered to the customers address in *******, **, on January 10, 2025. While a signature was not required, the delivery confirmation verifies that the package reached its intended destination. 

  Additionally, on February 20, 2025, our sales manager, ***, contacted the customer on a recorded line to confirm receipt of the shipment. During this call, the customer acknowledged that they had received the product, further supporting the delivery evidence provided by ******

  2. Chargeback and Customers Acknowledgment
  On February 14, 2025, the customer initiated a chargeback through their financial institution, claiming the transaction was unauthorized ******* Transaction ID: *********. We contested the chargeback with evidence, including the ***** tracking information, the invoice, and the recorded conversation in which the customer confirmed receipt of the product. During the call, the customer stated that their credit card had been compromised at the end of January, which they claimed caused confusion about the charge. They further stated they would contact their bank to clarify that the transaction was not fraudulent. However, the chargeback remains open, and we have not received payment for this transaction as of today.

  We find the customers claim of a fraudulent charge questionable given the timeline. The purchase was made on January 8, 2025, and the customer stated their credit card was compromised at the end of January. If their card was indeed compromised at the end of January, they would have had several weeks to review their statement and recognize this charge as legitimate, especially since the product was delivered on January 10, 2025.  The chargeback was not filed until February 14, 2025, which raises doubts about the legitimacy of the claim that this transaction was unauthorized due to a compromised card.

  Furthermore, the chargeback claim of an unauthorized transaction contradicts the BBB complaint, as the complaint acknowledges receipt of the product by addressing its functionality. This discrepancy suggests the chargeback may have been filed in error or as an attempt to avoid direct communication with us to resolve any product concerns.

  3. Nature of the Complaint and Purchase Process
  The customers ******************** complaint states, "Owner said lights would work on my truck even though I don't have projectors, sold to me anyway." We would like to clarify the details of the purchase and the products compatibility:

  A) The purchase was made directly over the phone with our sales manager, ***. During the conversation, the customer specifically requested the brightest headlight bulbs available. Our sales manager recommended the P5 bulbs, which are the brightest we offer, and informed the customer that while these bulbs are marketed for vehicles with projectors, they are compatible with both projector and reflector vehicles.

  B) The customer confirmed their preference for the brightest bulbs and authorized the purchase during that conversation. The product delivered matched the description provided and the customers request.

  C) The customer did not contact us after receiving the product to report any issues with functionality, compatibility, or to request an exchange, which suggests they were initially satisfied with the purchase.

  4. Our Position
  Based on the evidence***** delivery confirmation, the recorded conversation, and the details of the phone purchasewe maintain that the customer authorized the transaction, received the product, and was provided with a product that matched the description and their stated needs. Our sales manager clearly communicated that the P5 bulbs were compatible with the customers vehicle, despite the lack of projectors, and the customer proceeded with the purchase. The chargeback claim of an unauthorized transaction is unfounded, given the customers acknowledgment of receipt, the recorded authorization of the purchase, and the questionable timeline of their fraud claim.

  As the chargeback dispute remains unresolved and we have not received payment for the $400.00 transaction nearly a month after the chargeback was initiated, we are unable to take further action on this matter, including addressing the customers product concerns or offering an exchange. We believe it is reasonable to expect payment for the product before proceeding with any additional steps, as the current non-payment status places an unfair financial burden on our business. Once the chargeback is resolved and payment is received, we would be happy to work with the customer to address any legitimate concerns about the products performance or compatibility, including troubleshooting or facilitating an exchange if necessary.

  Thank you for your time and assistance in facilitating this process. We are available to provide any additional documentation, including the recorded conversation transcript or further transaction details, if needed. We look forward to resolving this matter once the payment issue is settled.

  Sincerely,
  ******* ******
  Flashtech
  ***********************************
  Phone: **************