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:12/06/2023

  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.

  I purchased the phantom 85 motor expecting a bigger faster motor then the others they carry and it was for about 2 weeks tell the piston seized in the cylinder. I notified them of the problem we went back and forth with email and evidently I didn't meet there warranty criteria ok fine it might be my fault it seized I can respect that but my problem with this company is they don't sell replacement cylinders for the phantom 85 they sell replacement a for every other motor they sell but not mine so I'm stuck with a $325 paper weight essentially. I believed I was receiving a superior motor then the smaller model and I'll tell you I run these smaller ones way harder then I did that phantom and the run just fine so what I want is the warranty fulfilled or a replacement cylinder and piston

  

  Business Response

  Date: 12/07/2023

  Hello ******, 

  I do apologize for the engine trouble, we actually do sell those phantom cylinder kits however they are just out of stock at the moment, but more should be coming in soon. Our current engine order is in port right now I believe, so hopefully just a few more weeks once all goes through customs. I can put your email down on my list and once those cylinder kits back in stock, I can notify you when they arrive, just confirm your email and I will put you down on my list. 

  Thank you, 

  *****

  Bicycle-engines.com 

• Initial Complaint

  Date:11/27/2023

  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.

  Purchased Merry Christmas LED sign from birddog lighting at the end of May. I kept it in its original packaging unopened until November 17 2023. It lit up beautifully. On the evening of November 23 2023 only the A and the * of Christmas light up. I emailed the support and they said they couldnt do anything as it is outside the 90 day warranty window. I want to report the very poor quality of their product and poor customer service.

  

  Business Response

  Date: 11/28/2023

  Hello ************;

  I do apologize for the unhappiness of this motif issue. We do have our company policy that we customer service representatives are trained to follow. For these motifs they do only carry a 90 day warranty window. 

  Motifs/Holiday Items
  Birddog Lighting does not accept returns on Motifs; however, replacements or replacement bulbs will be provided under a 90-day limited warranty. If your motif is not working or something is wrong please contact our support team with the problem, order information and pictures of the situation. Birddog Lighting will provide an RMA number if we need to evaluate the motif at our warehouse. Repairs or replacements within the 90-day timeframe will be free of charge. Environmental factors such as rust, corrosion etc are not considered defective and will not be covered under warranty.

  Now in that interest of customer service we would be happy to offer a 30% store credit so you can use towards a new motif. If you would like to go with this option just let me know and we can get this started. 

  My email is *******************************

  Thank you

  *****

  Birddog Lighting

  

  Business Response

  Date: 11/30/2023

  We would like to amend our reply to the customer made by our staff member ***** and replace it with the following reply:

  We're sorry to hear you are experiencing problems with your motif that you purchased in May of 2023. As you may know, all our motifs carry a 90 day warranty. As stated in the Defective Items section of the Warranty & Returns page (****************************************************) the customer is responsible for evaluating the product within the Warranty Period to ensure it's operating properly. These are the policies agreed to upon checkout. 

  However, since our goal is to provide excellent customer service and quality products, we have made a one time exception to this policy. As per your internal correspondence stating you do not wish to receive a replacement (in accordance with our policy), we have already refunded your order in full. Please feel free to dispose of the motif.

  Thank you for choosing Birddog Lighting. We wish you a happy holiday season.

  Sincerely,

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

  Customer Answer

  Date: 12/05/2023

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