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:01/11/2023

  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.

  We purchased over 120 *** lights, Morris CAT# *****. After 4 years of use 1 light had severe smoking and shorting. It was removed and returned to supply house and was replaced under warranty. We raised concern of the safety of the lights in the house. Recently 2 more lights burned out, no smoking, but showed signs of heat and had a severe odor. Went back to the dealer and was told the lights was out of warranty and nothing could be done. With having more of these lights in the house, and the possibility of them having issues, we wasn't comfortable with the dealers' answer and asked them to contact Morris Products. They contacted Morris Products and their reply was "the lights are out of the 5-year warranty and there was nothing they could do".
  
  We understand how warranties work, but we're concerned about the safety of our house. We acknowledge that a light burning out after warranty is not unheard of but when they fail with smoke, a sizzling sound, distortion of the housing from heat and the severe odor, this is not normal. We feel we have to replace these lights that have a safety defect and it is also recommended by our insurance company to remove all of them as well. We still have the last 2 lights that burned out, the odor is still strong and the brown burning on the housing of the light is very noticeable.
  
  We don't have any of the original boxes but feel there could be some misleading information on the boxes about the number of hours of useful life.
  
  At this point all of the lights in the house are between 5-6 years old. We acknowledge they are out of warranty but feel they are very unsafe. *** lights are relatively new and if there is more information about their safety, we would like that information. At this point the replacement cost will be between $3000 to $4000. We would like Morris Products to replace these lights with a new safer style or give us a refund* ************* **** ******

  Business Response

  Date: 02/06/2023

  To Whom It May Concern:  Morris Products is formally responding to the product issue complaint submitted by Mr. **** ****** – complaint ID# ******** on 1/11/2023.  Morris Products began selling product #***** to the electrical marketplace in 2013. Since 2013 Morris Products has sold 102,230 pieces of cat #***** and since that date our records show 900 of these fixtures have been returned to us noted as being defective. This is a 0.88% defect rate. Of those 900 failures, other than this complaint by **** ******, we have not had any failure modes that have resulted in smoking and shorting, as mentioned in the complaint.  In addition to the 72602 fixture we also evaluate the entire family of fixtures that are of similar construction. This family of fixtures does include a total of six item numbers including the 72602. In total Morris Products has sold to the electrical marketplace 224,913 of this style fixture. To date we have had a total of 2,232 fixtures in this family returned to us noted as defective. This is a 0.99% defect rate, and again, there is no record of fixtures that exhibited the type of failure issue mentioned in this claim.  Morris Products is not responsible for improper installation of products, grounding of fixtures, electrical wiring of a home or business, or power quality of a site, all of which could be contributing factors to the failures in discussion. The safe operation of the products that we provide is extremely important to us and in the electrical industry. Morris Products has all of its products tested and certified to UL and ETL safety standards.  Thank you,  Sincerely,  ***** ****  Quality Manager, Morris Products 

  Customer Answer

  Date: 02/09/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
   
  
  Regards, 
  
  **** ****** 
  
  
  
  Of the 124 light fixtures installed in our house, all were installed in a 6" UL listed can fixture.  If this is improper, we are not aware of it.   Of the 124+ light fixtures purchased, one never worked out of the box and was replaced by the distributor.  The second light failed after 4+ years of use with shorting and smoke being forced out of the can fixture.  We were present when this light failed, immediately removed the light but had to carry it by the trim due to the extreme heat.  After sitting it down was when we saw the tan/brown burnt place on the starter and noticed the burnt electrical odor.  This light was replaced by the distributor.   Two other lights failed less dramatically but still had the burnt place on the starter, had the burnt electrical odor and was very warm to the touch when removed.   These two lights failed just after the 5 year warranty and was not replaced by the distributor.   These light failures occurred where they are used daily; but don't come anywhere close to the number of hours which they are supposed to last according to the claim on the outside of the box.  The box claims up to 50,000 hours of use.  At 5 years of use, we have not used them for the maximum claimed hours.  We are more concerned with how they have failed.  If we used all of the installed lights in the house, your failure rate is 3%.  All of the failures have occurred in the main living area which consists of 32 lights, which is a 9% failure rate (this does not include the first defective light that never worked out of the box).   We don't understand their claim of improper installation and welcome any phone calls from them to investigate the possibility.   

  Business Response

  Date: 02/13/2023

  see attached letter from business as their response.  Also transcribed below:  Morris Products is formally responding to the product issue complaint submitted by Mr. **** ******* complaint ID# ******** on 1/11/2023. Mr. ****** purchased Morris Products item ***** from an electrical wholesale distributor. The wholesaler that sold the product informed the customer that the units were outside the five-year warranty at the time the complaint was made.  Morris Products began selling product #***** to the electrical marketplace in 2013. Since 2013 Morris Products has sold 102,230 pieces of cat #***** and since that date our records show 900 of these fixtures have been returned to us noted as being defective. This is a 0.88% defect rate. Of those 900 failures, other than this complaint by **** ******, we have not had any failure modes that have resulted in smoking and shorting, as mentioned in the complaint.  In addition to the ***** fixture, we also evaluate the entire family of fixtures that are of similar construction. This family of fixtures does include a total of six item numbers including the 72602. In total Morris Products has sold to the electrical marketplace 224,913 of this style fixture. To date we have had a total of 2,232 fixtures in this family returned to us noted as defective. This is a 0.99% defect rate, and again, there is no record of fixtures that exhibited the type of failure issue mentioned in this claim. Typical failure mode of the 0.99% defect rate is safe, resulting in flashing or dimmed to total light output loss of the fixture. Morris Products is not responsible for improper installation of products, grounding of fixtures, electrical wiring of a home or business, or power quality of a site, all of which could be contributing factors to the failures in discussion. The safe operation of the products that we provide is extremely important to us and in the electrical industry. Morris Products has all its products tested and certified to UL and ETL safety standards.   ***** ****  Quality Manager, Morris Products 2-13-23