ComplaintsforExit Sign Warehouse, Inc.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased several LED flood lights from M*** ****** with Exit Sign Warehouse on 12-14-2017. A few stopped working early on and he sent out replacements for them. A few years later I had one more go out which was still inside the 10yr warranty period and he has not sent me the flood light as of today 6/18/2024. my last email from him stated that a co-worker of his Jorge was supposed to take care of sending out the replacement fixture but he did not send the light. I have contacted M*** several times with no response. I have also contacted Jorge with no response. I will have no other option than to sue exitsignwarehouse.com if this is not resolved asap. Order # 16941

  

  Business response

  06/26/2024

  Dear T** *******
  SIGNRITE
  
  ###-###-####
  I hope this message finds you well. I am writing to address the concerns you raised regarding your recent warranty claim and to provide clarity on the next steps.  TO BE CLEAR OUT OF THE 12 fixtures you purchaseD  we have already sent you 5 replacements  2 of which have been in 2023
  

  Firstly, I would like to extend my sincere apologies for the delay in responding to your initial email. I was on medical leave during that period and, unfortunately, was unable to attend to your request in a timely manner.
  I did inform you that the manufacturer now handles all warranty claims directly.  As ESW is only a distributor of Altech products.  i will reach out again to help facilitate the process .  Jorge Rodriguez  Altech- Direct: ###-###-####
  I understand that the delay in our response has caused frustration, leading to the filing of a complaint with the Better Business Bureau (BBB). We take such matters very seriously and are committed to providing the best possible service to our customers. In light of the information provided and our commitment to resolving your warranty claim, 
  
  
  Once again, I apologize for any inconvenience this situation has caused and appreciate your understanding. Thank you for your cooperation and understanding.
  Best regards,

  Customer response

  06/26/2024

  Complaint: 21865881
  
  I am rejecting this response because:

  I understand that you have another means of warranty for the items purchased and that you are a distributor but you sold the product and the person you now have doing the warranty returns is not doing their job. I contacted him as well as you and you did not respond until I reached out to the BBB. If you are going to sell a product you must stand by the warranty of the products as do I when I sell something that has a warranty. I have had to come out of pocket and purchase a replacement light to keep my customer happy.
  
  Regards,
  
  T** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  06/27/2024

  Altech is sending out another replacement for a total of 6 fixtures 

  Customer response

  06/28/2024

  Thanks so much for the quick response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21865881, and find that this resolution is satisfactory to me.
  
  Regards,
  
  T** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

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