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:07/26/2023

  Type:Customer Service 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.

  Ordered product for a Christmas present end of 2022. Put product on vehicle, stopped working within a couple days of installation. Took 4 months to receive backorder replacement. Replacement didn't work and passenger side item was falling apart... asked for refund they will not give a refund and then making us pay shipping on the warranty replacement. Horrible products and horrible customer service.

  Business Response

  Date: 07/28/2023

  Hello! We are sorry to hear that the customer is not happy with their product. Looking into their recent warranty inquiry, the customer did not purchase from ** directly therefore a refund cannot be authorized. Additionally, it looks like the customer has approved receiving a replacement under warranty and we have waived the shipping costs. The replacement is on the way to the customer. 

• Initial Complaint

  Date:05/16/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I'm okay with the shipping issue. That is not an issue and was willing to pay the extra shipping to my destination.

  The issue here is I do not want to go through with the troubleshooting (and by the way, I did respond to your email on May 5th, you have not responded since then). The harnesses are poorly made and regularly fail due to a variety of reasons. Troubleshooting and fixing them will only keep them working for around six to eight months (in my experience) and will fail again, resulting in me once again emailing you back for more troubleshooting. I'm not interested in fixing them again as they will fail again. I'm interested in my money back as they are of poor quality and regularly fail. I appreciate you working with me on them outside of the warranty window, but I'd still like a return due to the poor quality of the harness and the continued failing of it.

  
  Regards,
  
  ***************************************
  
   

  
  or meet **** I connected them again in November for a show but they didn't work until I did some work and managed to get them working. Again, in February 2023, I connected them for a Mustang meetup and they failed completely.These lights have worked a grand total of approximately 8 months in the nearly two years that I have owned them. I'm not satisfied and want my money back. Considering I paid over $1,000 for these, I expected better quality but was disappointed.I realize it has been sometime since the order was place and items received, but I requested my money back for them considering the poor quality of the items. They have refused and have now begun avoiding my emails. Unacceptable.

  Business Response

  Date: 05/24/2023

  Hello! We are sorry to hear that the customer is not happy with his experience. These headlights are sold as pre-assembled lights which is explained on our website under Warranty FAQ that ORACLE Lighting does not ship replacement headlights, we repair the original set of lights on which the work was completed. Also it is noted that international customers are responsible for all shipping charges, including duties and taxes. We make sure that this information is visible and upfront to the customer so they are aware of our policies. As for the warranty, these headlights have a 1 year warranty on them which technically expired for the customer in July 2022. We have honored the warranty for the customer 2 times even though they are outside of the warranty timeframe. The last email interaction we have with this customer is from 4/11/2023 which we did not receive a response back. We are happy to assist the customer with further troubleshooting to see which component is defective and offer another solution as far as which replacement components would need to be replaced. 
  
  
  
  

  Business Response

  Date: 05/30/2023

  Hello! Unfortunately we are unable to issue a refund since this is a pre-assembled item.  This is outlined on our website under Terms & Conditions. Additionally, returns are only accepted within 30 days of purchase. This was originally purchased in June of 2021. Due to the issues experienced, we are happy to make an exception and extend the warranty and move forward with having the lights come back for testing to replace whatever is confirmed to be defective. The other option is to have the headlights and all components come back to ** to review. If we confirm them to be defective then we can issue a store credit to the customer. This credit will not expire and can be redeemed towards any product that we offer. 

• Initial Complaint

  Date:04/24/2023

  Type:Customer Service 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.

  DO NOT purchase lighting from Oracle. **************** is absolutely TERRIBLE. I purchased brand new fog lights for my Bronco. They sent me fog lights that were obviously previously installed. I messaged them about this in Nov 2022 and they said it couldn't be, they inspect everything before leaving. They didn't and I have pics of me opening in my living room. I installed anyway and they didn't work out of the box. I messaged them and nothing. Went through 4WP here in *********** and nothing. They looked at them and said the harnesses were both bad. Then Oracle made me pay for shipping to get replacements under warranty. It gets better...I reluctantly paid it because they hold you hostage. I got the replacement package and opened it. There was one pigtail in there and no harnesses. Now they want me to pay them again to resend the rest. Scam artists. Fog lights are still installed but obviously not working and they are rusted already after 4 months. AGAIN, DO NOT BUY FROM THIS BUSINESS, there are other better companies that actually stand behind what they sell and aren't trying to rip off customers. Look at the other reviews, a lot of them say the same thing.

  Business Response

  Date: 04/28/2023

  Hello & we are sorry to hear that the customer is not happy with their experience. We would like to make this right for the customer. Please have the customer contact our **************** Manger at ***************************************** so she can assist further. Thank you. 

• Initial Complaint

  Date:03/10/2023

  Type:Customer Service 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  

  Whatever issues Oracle has with *********** has nothing to do with me.  That is between them.

  I purchased the product from a large reputable online seller who offers the Oracle Gladiator lights for sale on their website.

  As an end user, I have nothing to do with their issues.

  As a customer and purchaser of their product that has only lasted 6 months and one day, they should honor and stand behind their products with a warranty replacement that I do not have to pay for. 
  

  Had I researched more before purchasing them, I would have known...The Jeep forums tell the tale.

  
  Regards,
  
  *****************************
  

  duct and *********** said they are just a vendor/seller, they don't make or warranty the products... The manufacturer does. I, in good faith purchased these Oracle tail lights from a reputable online vendor with the understanding that Oracle will honor their 12 month warranty on their product. it was clearly on the ad. I have gone back and forth in email with both Oracle and *********** all day and I'm getting no where. and now i just got an email from Oracle. They want to charge me to replace their 6 month old failed product that is currently under a ************************************** a pay-pal invoice. I'm not paying for a replacement for their failed product. It shouldn't have failed at 6 months old. that is not my fault. I have NOTHING to do with whatever beef is between Oracle and *************** and I, as the customer, shouldn't be in the middle of their disagreement.Oracle needs to honor their warranty, plain and simple

  Business Response

  Date: 03/10/2023

  Hello! We are sorry to hear that the customer is not happy. ********************** does have a manufacturer warranty that we 100% honor when the prouct is purchased from ORACLE directly or from one of our authorized vendors. A list of our authorized vendors can be viewed on the website when searched by zip code (****************************************************************).

  Since *********** is on our Do Not Sell list, which is listed on our website for customers to view (*************************************************************) this means that this vendor has violated our pricing policy multiple times. *********** has never drop shipped from ORACLE Lighting directly as they do not have an account with ORACLE Lighting. The reason that warranty is not honored from these companies is that there is no way for us to know if they are selling true ORACLE Lighting products.

  Considering the circumstance, the customer was still offered to be assisted with warranty as a one time courtesy. The warranty on this specific product can be replaced through a photo, meaning we would not need the defective unit back. This also means that the customer would not need to uninstall the product until they already have their replacement in hand. If the product qualifies for a photo warranty, we cover the cost of the product and ask the customer to cover the shipping cost.

  Business Response

  Date: 03/14/2023

  Hello, we are sorry that the customer is not happy with our policy. Like previously mentioned, we are happy to assist in getting the replacement the customer is needing. We can replace the light through a photo warranty (customer pays shipping) or we can share a pre-paid shipping label to have the light come back to our warehouse for testing. If confirmed defective, a replacement would then be shipped out to the customer (at no cost).

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [

  I am not satisfied with response because they are refusing to fix their mistake, Ive had to replace my vehicles battery due to the lights not turning off. *** lost out on money due to them uninstalling lights Ive already paid for. This will result in a lawsuit. They need to fix their might get the lights to turn off & reinstall my colored LED DRL that I originally paid for.
  
  Regards,
  
  *************************
  
   

  
  

  Business Response

  Date: 01/13/2023

  Hello! Our warranty on this product along with the labor is for 1 year. The customer's original purchase and installation was done in June of 2021. As a courtesy, we extended the warranty an additional 6 months and replaced the necessary items at no cost to the customer. This extended warranty expired January 1, 2023. The customer was made aware of the warranty timeframe and given an estimate to have the lights repaired. 

  Business Response

  Date: 01/18/2023

  Hello, looking further into the customer's interactions with us. We see that they had the original install done in May of 2021. They did not show for 2 appointments. When they finally made it in, we replaced the defective component in July and in November 2022 for the customer at no cost. At the November 2022 appointment, the customer was made aware that the warranty has now expired and moving forward, there would be a cost for labor. As far as the customer reporting that the lights are draining their battery, the lights were originally installed to a kill switch. This cuts off power to the lights fully as long as the customer is turning the switch off when not in use. There is no reason these lights, being wired how they are, would drain the customer's battery. 

  Customer Answer

  Date: 01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Those services were provided at No Cost because the lights are under warranty. I originally reached out to the company 12/30/2022 as seen in the attachment, They refused to respond VIA telephone until after the extended warranty expired. They made the mistake & need to fix this issue because it is causing problems with my vehicle. Ive spoken with my attorney about having this issue resolved if this fails once again, I just want my lights repaired or return the lights back to factory.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
   

  
  

  Business Response

  Date: 01/19/2023

  Hello again. The customer had the lights installed May 2021. The products and the labor come with a 1 year warranty which expired May 2022. In between then, the customer did not show up to the warranty appointment in December 2021. The customer came to a warranty appointment in April 2022 (courteous extended warranty time so technically outside of the normal warranty) but the vehicle was missing the belly pan, causing us to not be able to properly perform the warranty repairs. Customer was advised to get this repaired then to come back for the warranty. Customer came back November 2022 (6 months past the warranty) with the belly pan still not repaired. Because of this, we were unable to properly perform the warranty repairs but the customer advised us to still proceed and they would "re-secure on their own". Customer was notified that doing this would void the labor warranty. Overall, the customer received the normal 1 year warranty along with an extended courtesy warranty which all has ended. When speaking with the customer last week, we offered to cover the cost of the replacement product and have the customer only pay for labor. 

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This company is being very dishonest. Why not repair & honor your promises? Nothing was ever wrong with the belly pan on my vehicle. They keep coming up with more & more false information. This isnt about the previous mistakes that you fixed, its about the current issue that they wont repair. I was NEVER informed of anything involving any voiding or cancellation of the warranty. They said the warranty expired 01/01/23 I reached to out to them before that date with no response with proof of that! I dont understand the issue with fixing this light & reinstalling what was taken off of my vehicle that Ive paid for.  This goes to show alot about this company, dishonest and damaging vehicles. Dealing with this company had been a complete nightmare, just wasted time & money. 
  
  
  Regards,
  
  *************************
  
   
  

  Business Response

  Date: 01/19/2023

  Hello again. We have a certain warranty term for all of our products and installation. The customer has been assisted within that time frame along with the additional timeframe that was extended for the customer. Once the warranty expires, labor is to be charged for any additional work on the vehicle.