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:08/17/2023

  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.

  Poor workmanship/not providing a working product. I spent nearly $2200.00 on pre-built headlights for my 2019 Dodge Durango. The product did not work as agreed upon in the order. The product was sent back for repair under warranty. It was stated by the company that due to negligence in their end the wires were mislabeled, a ballast in the headlight was bad, and loose connections going into the back of the headlight housing. The item was returned to me with the headlight working but the "Demon Eye" on the passenger side was still not working and upon inspection I found a loose connection behind the housing again. I attempted secure it better however it failed after several days. I decided the work and wear and tear involved with uninstalling and reinstalling the lights was not worth returning the lights again just for the halo. However now I'm getting moisture in the lens, I fear if left undressed it will eventually lead to a total failure of the light. Lighting Trendz wants me to return for repair again. This causes damages to my car because these parts are not designed to be taken on and off repeatedly. It's also a 8-9 hour project each time they have to be taken out and then another 8-9 hours to put them back in. This is not a simple process. I've asked for at least a partial refund as at this point I don't feel confident taking my car back apart and putting these lights back in. At this point I just want to put normal lights back in. I don't have the old lights as they were damaged in an accident (I took the opportunity to "upgrade") so I'll need to buy new ones. I'm already out over **** for these lights, and now it looks like ill be out of pocket for OEM lights. Buyer Beware!!!! **Also I have sent video and pictures to lighting trendz along the way. They did send me a video of them working on the bench, however I imagine in a controlled environment like a work bench the loose connection would not be evident**

  Business Response

  Date: 08/18/2023

  We are sorry to hear you are having issues and are attempting to resolve with you. The item ordered is a custom built product built to your specifications, so as made clear on our website is ineligible for return or refund, but instead has a lifetime warranty . We are more than happy to repair the lights and cover the cost of shipping both ways, this includes all of your labor involved, new parts, and wiring. We understand this can be frustrating but the issues you are facing are not uncommon for headlight retrofits, we do try our best to minimize any issues but, occasionally they do arise and we try our best to repair them and make sure at the end of the day you have a fully working set of lights just as ordered and advertised. 
  
  
  The issues mentioned about reinstallation are not something we can assist with because you are not local to us, but Id be happy to ease your worries a bit. The reinstallation of the headlights is not all that difficult, it does require you to remove and reinstall the bumper but that does not cause any damage or wear and tear on the vehicle, and is not all that long of a process, in our experience it should take no more than two hours, but we would recommend a second set of hands as the Durango is quite the large vehicle and itll just make the process a bit easier for you. Being that you already installed the lights one time the hardest part is already completed, the wiring! The longest part is wiring the lights and finding the best locations to run/hide the wires and modules. Being that is already all you will need to do is unplug and reply in the housings when working on the vehicle. Lastly, in our emails you mentioned your concern for the structural integrity of the mounting clips for your bumper from removing and installing them once more, you should not have an issue, but if you would like, even though it is not our parts, we keep plenty of clips in house that we can provide at no cost for the reinstallation, wed just need confirmation on which they are. We hope to hear back soon and get the chance to get your lights up to your standards!

  Customer Answer

  Date: 08/21/2023

  
  Complaint: 20483862
  
  I am rejecting this response because:
  What the business does not seem to recognize is that I am not a professional shop.  I don't have the specialty tools nor the training to take my car apart and put it back together as quickly or efficiently as a professional repair shop. I am 1 guy in my home garage.  Also, should I have had to have these professionally installed and uninstalled, and reinstalled and on and on, I would be broke.  I have also provided Lighting Trendz with photos of the parts I am concerned about being damaged.  These are not cheap replaceable plastic clips; they are plastic tabs that are molded into the bumper cover.  I would think a professional shop would know the difference.  I also cannot imagine you can thoroughly test the demon eyes and halos without the drivers (and included wiring) unless you're sending me new ones, otherwise how would you know if the issues aren't with the drivers?  So, your argument that I would not have to rerun the wires is false.  The last time I sent them to you I sent all the wires and drivers.  I don't care what the shop states these parts of the vehicles are not designed to be taken apart and put back together over and over again, and to even suggest that is ridiculous. Eventually things will wear/break, and the fitment will become sloppy and not line up correctly.  Also, this weekend the green color in the Halo light on the driver side has gone out, which just adds to the continuing list of issues with these lights.  At this point anything less than a 50% refund is ridiculous, and I feel I am being EXTREMELY kind by settling for that considering the ongoing issues. At this rate nothing will be working in the next few weeks.  
  
  
  Regards,
  
  ***************

  Business Response

  Date: 09/06/2023

  We are again sorry to hear the difficulties you are having. As mentioned previously the issues you are facing are covered under our lifetime warranty and will be repaired at no cost to you, we would just need you to box them up and send them back with the return label we are more than happy to provide. Once received our lead builder will be responsible for the repairs and testing of the light to make sure all is working 100%. The wiring and modules you have on the vehicle should be working fine and there is no need to send them back, as a courtesy when the repair is completed we will include new wiring that you can reinstall in place of the old if you feel they are not up to par. As for the clips you mentioned, the plastic tabs on the bumper are by no means a wearable item, we have removed and reinstalled countless bumpers and never had an issue with these clips and have had no issues with alignment or gaps so there is nothing to worry about. If you are concerned about your ability to remove and reinstall these parts we would recommend seeking the assistance of a professional, which we have quite a few listed on our website. We are happy to help get all of these issues situated, but as it stands your lights are a custom built product and ineligible  for return, but we will always make sure they work 100% and any issues you may be having get solved. We hope to come to a resolution and get your lights back up to 100% ASAP! 

  Customer Answer

  Date: 09/06/2023

  
  Complaint: 20483862
  
  I am rejecting this response because: If you would like to pay to have the lights installed and removed every time, I have to send them back for poor quality issues I will accept your offer.  I should not, nor will I be further inconvenienced because of poor workmanship.  I have no reason to believe that you can even back up what you're saying because we have already been down that road.  I have received lights that have not worked since I took them out of the box.  I have installed them, uninstalled them, shipped them back, (reinstalled old lights) then reinstalled them again because you ASSURED me that they would be tested and work.  Now you want me to uninstall them, box them up, send them back, reinstall old lights, wait for you to fix and send back, reinstall them again and HOPE AND PRAY that you guys got it right this time because if not guess what I will have to do all over again!! Thats right uninstall, box up......  It's ridiculous.  Not only that, but the issues have only gotten worse since this complaint, now both headlights are getting moisture inside, the driver side Halo no longer has the green color for whatever reason.  It just never ends!  I will receive my money back if I have to take legal action to get it.  It would be one thing if they worked at all, but so far these lights have not worked as advertised since taking them out of the Chinese parts box you sent them to me in.  I get you have a lifetime warranty there is also a reasonable expectation as the consumer for the item to work.  
  
  
  
  Regards,
  
  ***************