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:12/12/2024

  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.

  For starters. I was told id get a $100 discount for ordering during their 4th of July Sale. I never received such discount, which I was told I would receive if I let them know I was ordering that same day (essentially pressuring me into it). I ended up using Affirm to finance the lights, as I was trying to wait until I had gotten paid (the following week), to get the lights. They didnt say that was an issue. Im still making affirm payments on the product they sold me 7/6/23. Within a year of ownership of their product (a pair of headlights), had caught fire. I have photo evidence of the headlights before the fire had happened, and have sent it to the manufacturer. It was obviously in photos, that the product was failing. Due to the damage to the lights, the wiring had to be cut to be taken out of the car. Had I not done this, my entire car, would have caught fire. Again. Photos of damage was sent to the manufacturer (HID RETROFIT KIT LLC) prior to the fire. I was told back to back over the phone that there was no way their product had failed resulting in the damage, however its pretty clear the products were failing prior. Which, I had kept in contact with them about. The lights were installed professionally as well. I was told to send them in at my expense for repairs, which I denied due to the extent of damage. I ended up throwing the headlights away, as damage was pretty extensive. I have since blocked the manufacturer via phone/sms and on social media platforms, as they were messaging and calling me repeatedly over a 5 day period, even when I stated I need time to get photos as I didnt have time off work. I still have photos of the damage BEFORE and AFTER the fire damage. I did not send the manufacturer pictures of the damage AFTER, due to the fact they were harassing me via text and call for multiple days, while I had made it clear I was at work and needed time to get photos of the damage over the phone.

  Business Response

  Date: 12/12/2024

  To whom it may concern.
  
  I have received this complaint but this dont belong to my customer. The information we have on file is this one above so the complaint number received ******** is no from 1 of our customers so it must be removed.  Any other information needed let me know thank you.

  Customer Answer

  Date: 12/12/2024

  Wow. Very Ironic they are saying that they did not sell to me. Below is going to be screenshots proving, yes, I DID IN FACT buy this product from them. My full legal name is ******* ***********. My Shipping/Billing address, is *****************************************. However they were SHIPPED to ********************************************* as I live in an apartment, and wanted them shipped to my parents house to make sure that they stayed safe until I could get a break from work to go and get them. 
  

  i have attached every screenshot, including the ones showing I have an account through their portal, that shows my order, down to the dang email showing they confirmed my order. 

  Business Response

  Date: 12/12/2024

  To whom it may concern.
  
  Once again the person filling is no our customer as you can see by the documents we sent to BBB our customer is ******* *********** and we have spoked with him and he is advised he has no issues. Again we are no sure the docs this person send do no match any orders of any kind in our records.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22676239
  
  I am rejecting this response because:

  My statement was true in fact. Every document I had submitted clearly shows this product was in fact bought from HID Retrofit Kit LLC, based out of *************************. The businesss sales Manager, ***** had even emailed me yesterday morning regarding the purchase and complaint. *****. I even have email correspondence showing that the product was in fact, bought from them as well In the emails attached, you can see the email was sent from their business email, as well as an additional screenshot, showing their business phone number and address as well. 

  All I am asking for, is for the billing to be adjusted (a refund, even if its partial) due to the failure of the product. It is very obvious based on the emails they sent to me, it was in fact purchased through them. That it in fact, WAS under my name, ******* ***********. I even double checked to make sure I was filing with the proper business, which I am as the address, and phone number listed on the email screenshots I am sending over, is exactly the same as what is listed on the BBB website for their company. 
  

  It is clear to me now that the business does not want to mediate this. Which is frustrating as a consumer, especially when you spend nearly $3,000 for a product, and the product fails in less than a year If this cannot be mediated through the BBB, I will ultimately end up taking this to small claims court, again, with all of the evidence I have provided as this is in fact, a true statement backed with evidence I was in fact a customer, and had purchased through them. I even have the Affirm receipt still as well, showing HID RETROFIT KIT LLC was the business purchased through, and I can also submit that if needed. 
  
  Again, if you need any additional information please just ask. I am more than happy to even take a screen recorded video (if possible to upload through the portal) to show I am in fact, not lying about any of this and that what has been said is in fact true. 
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 12/13/2024

  To whom it may concern.
  
  Once again the person filling is no our customer as you can see by the documents we sent to BBB our customer is ******* *********** and we have spoked with him and he is advised he has no issues. Again we are no sure the docs this person send do no match any orders of any kind in our records.

  Customer Answer

  Date: 01/22/2025

  I have ZERO relation to anyone named ******* ***********. I have a brother, named *******, however his last name is Field. This order was IN FACT placed under my name. I have sent so many photos, explicitly showing that this order was under my name so this is utterly confusing to me. I even sent multiple photos, showing that they even acknowledged via email I was a customer, via the ******************** complaint?

  I have sent every speck of information possible, and I am once again, sending photo evidence that *****, the product manager even responded to me twice via email about the situation, and about the BBB complaint. 
  

  I do not have any relation to anyone named ******* ***********. ******* *********** has never lived at my address, and there is no record of a ******* *********** within my County, (I even checked with our local ******************** so there is zero possibility that this order was ever intended for said person. The order was placed in MY name. I have been the one paying for the lights. I am the one who even placed the order initially. I have sent so much photo evidence for this, and this is honestly becoming a bit tedious and a bit frustrating as the company is denying, and lying about me being a customer. 
  

  Business Response

  Date: 01/29/2025

  Hello ******* how are you doing? First of all let me say you probably didnt expect me to contact you but I *** doing it because I think there was a misunderstanding, error  confusion about your order and another customer order and I sincerely for that matter. I see your made a BBB complaint, we responded to it saying thats incorrect but is that we have 2 customers with same last name and for some reason it got mixed up and again I do apologize for the inconvenience and confusion. I have never let any of my customers with any problems without any resolution., I have never let you in the dark. In fact I was the one waiting for your text messages about those pictures you were going to send and you never did., even thought you told me in all my texts I will try to send the pictures when I come back from the trip you were having and then you told me at another time I will try to send them tomorrow or the next day etc and nothing of this happened. Then I keep sending you 1-2 messages every week letting you know I was touching base with you that Im waiting for your info so I can help you and give you a solution and you took that as an harassment when me as the seller is just trying to help you and get you to a solution. Anyways then you filed the Bbb complaint and I think is no good you have done that ******* because you are just hurting my business, my reputation for non reason when the simplest thing was getting back to me
  As you said you will and you never did.! I am
  No the person that sell You an item and then dont want to hear from you., I have never been like that with any of my customers and this is no going to be the first time either for that! You may feel satisfied with what you have done filling the BBB complaint but Bbb is no going to give you your money, bbb is no going to do anything .  Can you please get back to me I want to make sure you are getting my response and you understand my part as I found there was a confusion between 2 customers last name Information . 
  
  I will Appreciate you take 1 minute to respond. 
  Thank you, 
  Regards,  *****
  
  Sales Department Manager
  *********************
  
  

• Initial Complaint

  Date:06/10/2022

  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 a product online and used affirm your manage the monthly payments. After 2 months went by and no communication, tracking or response I asked for the above unsuccessfully. No tracking was ever provided, no merchandise was ever received. Now I have paid off the loan without any recourse or support. I have tried many time with the merchant and the loan provider to file a claim and get a refund. I was only able to receive $340 refund. The merchant is refusing to refund or supply tracking. I have called the FBI, FTC, local authorities, now filing with BBB

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 5, 2022/06/10) */ Hello ****. This is Jessie again. Your package was prepared and shipped today actually minutes ago picked up, You have to wait for 24-48hrs to start seeing information in tracking because weekends may be some delays for shipping couriers and scanning packages etc. FEDEX tracking XXXXXXXXXXXX However you have been just lying to BBB when file the claim because every time you text, or barely email., we respond. Last email you were told we will ship package this week and we did our part as we promissed. You have been extremelly unconscious with this transaction because when you order items you agreed to our policy 4-10 weeks. You ordered items 01-14-2022 and the next day 01-15-2022 you were saying theres no tracking number or shipment i want to cancel order ( which this is very absurd from your side because you ordered a custom item that takes 4-10 weeks to complete and its in the policy which you also accepted) After we contacted you letting you know once again for the third time that a custom item takes 4-10 weeks and that we are already working on item since you place the order and we got all the parts, you then asked for a cancellation and we told you we dont cancel custom made headlight orders. After that you went to Affirm to try to get your money back and they denied your case because we denied it for you! Once a claim, chargeback or any type of case is opened for a custom order., we put on hold the transaction until resolution from bank or any institution is been review or to wait for any type of resolution. This was told to you via email more than twice! Today's date you keep saying you have been trying to contact us, trying to communicate with us, trying to show a good customer and you have been just lying because all calls are made from our number XXX-XXX-XXXX, all emails are from us to you., everything we have done is to let you know you have to wait for item to be completed and you have been just acting up against out policy which is all your business clearly because we have been in general very patience with you explaining our policy and help you understand it which you havent but once again you wont get any refund for the transaction, we have totally avoided your warranty due to the amount of cases and chargebacks you have tried opening so you dont have any coverage on this custom item anymore. Part of our policy states that when a customer file multiple claims/ chargebacks for non-reasons like your case., we deny and void the warranty. If you have any other concerns feel free to contact us back. Thank you for your valuable time.