ComplaintsforBobcat Lighting

• Initial Complaint

  04/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Oct. 31, 2017 purchased light, order #******, w/5 yr warranty. Jun 4, 2019, light not working, ticket #*****, ********. Sending "REFURBISHED" light. Jun 9, 2019, they continue to request warranty paperwork (already did). Jun 10, 2019, click link to get REFURBISHED light. Jun 11, 2019, still unable to "CLICK" on link. Jun 16, 2019, I REQUEST NEW LIGHT, NOT REFURBISHED. Jun 17, 2019, I NEED TO SUBMIT ORDER FOR NEW LIGHT, NOT REFURBISHED. Jun 17, 2019, Bobcat ships light, order #******, REFURBISHED, rather than NEW AS REQUESTED. Aug 11, 2020, THEIR BLOODY REFURBISHED LIGHT NOT WORKING. Aug 11, 2020, I need to send order ID on warranty for them to help me. Aug 21, 2020, returned light to them. MY EXPENSE. Aug 28, 2020, they request I submit order for new light. SEPTEMBER 17, 2020, I REQUEST STATUS OF LIGHT. Sept 17, 2020, THEY NEED ORDER ID OF THE REPLACEMENT ORDER. Sept 18, 2020, I need to click on link & place new order. Sept 19, 2020 I SEND A NOT NICE BLOODY E-MAIL STATING TIRED OF THEIR BULL***** Sept 22, 2020, Order #****** placed @ 9:55 EST. Sept 24, 2020, another REFURBISHED light shipped. Oct 15, 2020, this light installed. Feb 21, 2022 LIGHT NOT WORKING!! GO FIGURE. Apr 19, 2022, REQUESTED FULL & COMPLETE REFUND. Apr 19, 2022, I HAVE BEEN REQUESTED TO RETURN LIGHT FOR REPAIR AT MY EXPENSE, AND THEY WILL RETURN TO ME AGAIN, AT MY EXPENSE. Apr 19, 2022, I again request full refund. I have 69 e-mail's documenting THAT FOR THIS APPROXIMATELY $90.00 LIGHT, I HAVE PAID FOR ELECTRICIAN TO INSTALL, REMOVE, SHIP FOR REPAIR, HOW MANY TIMES, INVESTED OVER $600.00 DEALING WITH BOBCAT COMPANY. IFFFFF, I EVER GET MY HANDS ON THEM, WELL............, YOU CAN FIGURE OUT WHAT MIGHT HAPPEN.

  Business response

  05/13/2022

  We spoke to our engineers and they believe the issue is due to faulty wiring on your circuit.  For example, if there is a pump, GFI or machine that cycles on and off, it could be causing the photo cell to short out.  Again, there are only three parts to the light...photocell, driver and LED chips.  On the last light you sent back, the photocell went bad.  

  To help resolve this, we provide free replaceable photocells that do not require an electrician to replace.  The old one is simply unplugged and the new one is unplugged.  We also offered to provide a brand new light. 

  Unfortunately, we cannot provide a refund like you requested.  However, we can provide the photocell or new light.  

  More importantly, we do not appreciate the threat of physical violence and harm to our team.  We feel the BBB should take this into consideration and end this complaint immediately.  It is not appropriate for the BBB to pass along and be a broker of physical threats with additional threats of lower BBB rating due to not responding to this complain. 

  Respectfully,

  Bobcat Lighting

  Customer response

  05/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  **** *******

  Friday, May 13, 2022

  Bobcat Lighting & Ohio BBB,

  It took BBB to get involved to resolve this issue, as Bobcat Lighting would not respond to my complaints.

   

  Bobcat Lighting states in paragraph #2 that I can accept a new photo cell OR A NEW LIGHT. I WILL ACCEPT THE NEW LIGHT.

  ANYTHING OTHER THAN NEW LIGHT WILL BE UNACCEPTABLE TO ME.

  Thank you for your assistance in this matter.

  **** D. *******

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

  Customer response

  06/30/2022

  Via BBB Ticket:

  Ms. *** ******, Thank you for your phone call. This e-mail is to advise you that I have received, what I believe to be, a new light from Bobcat Lighting, and as such, consider my beef/complaint with them to be resolved. I am of the opinion, had BBB not gotten involved, I would still be dealing with them to send me a new light as a replacement for the light that did not work, yet was only installed October 5, 2022. I am sorry I had to involved Ohio BBB, but I am sure they would not have sent the new light without your involvement. That's the kind of company they are. This you & I can be sure of; I will NEVER do business with them again. Again, thank you very much for your assistance in resolving this matter. I consider the case closed at this time. Warmest regards, **** D. ******* **** ***** ***** ** ******* *** **** *****

  
  

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** ******* purchased for ****** ******* as a gift on 11-15-2019 it had a 5 yr warr. The light quit working Jan 2,2022. I contacted Bobcat Lighting immediately . They do not answer their phone. I have chain of emails from them. I offered to fix it myself just send me a photo cell. They said they would send shipping address to send old photo cell I paid shipping back. I tracked return they received it back Jan 18th. I haven't heard anything since. I sent a email to them if I didn't hear back from them I would contact the Central Ohio BBB.

  Business response

  02/14/2022

  **** ******** contacted us on 1/6/22 to ask for a photocell to be shipped to him as part of our warranty program.  We provided the link to place the order for a replacement photocell, which is provided free of charge but the customer must pay shipping.  On 1/6/22 the shipping fee was $3.00.  **** ******** struggled to check out and said he was looking for a "no cart" button or something, but he was simply confused on how to check out.  Other customers have checked out just fine with the ordering system.  Never the less, we understood his struggles and potential technical challenges, so we offered to send him a free replacement light.  We simply asked that he send his old light back to us, so we could repair and confirm any issue.  We made this offer to send a free replacement light on 1/7/22.   At this point, Mr. ******** was excessively calling in and emailing questions about placing a photocell order, that did not make sense. We already offered to send him a free replacement light to by pass and avoid any confusion, which is well above and beyond our normal warranty process.   Finally on 1/11/22, Mr. ******** understood and agreed to send us his light and we'd provided the free replacement light.  On 1/11/22, Mr. ******** asked for the shipping address, which we provided on 1/11/22.  Here is the email we sent on 1/11/22.

  We greatly apologize for the defective light.  Yes, we will process the warranty.  Please ship the light back to the below address with a printed copy of this email correspondence.  We'll inspect to confirm the issue, and then either repair or replace.  
  
  Warranty Bobcat Lighting
  
  8875 WHITNEY DRIVE 
  
  LEWIS CENTER, Ohio 43035
  
  You will be responsible for shipment to us, and we will pay to ship the repaired light or replacement to you. 
  
  IMPORTANT: To expedite this process and make sure you get the light as fast as possible, please reply to this email when you ship the light.

  On 1/27/22, Mr. ******** sent an email asking for an update on the status and said that he sent the light.  From the above email we sent on 1/11 to 1/27, we received no emails or communication from Mr. ********.  More importantly, our warehouse staff did not see any deliveries from him.  Of course, it is possible, his package was lost or misplaced.  Regardless, we simply asked that he provide the tracking number so we can see the delivery confirmation, and then we'd send a free replacement light.  This is a very simple and easy request.  We are sending a free light at our expense.  However, Mr. ******** did not and has still never provided a tracking number or any UPS delivery confirmation.  He then threatened BBB complaints and we again asked for the delivery confirmation, which he has not provided.  

  This is a baseless complaint and should be removed.  Our team went above and beyond to provide exceptional customer service by offering to send a free replacement light due to his technical ordering issues.  All we asked was some tracking number or some delivery confirmation that it was delivered to our address.  With hundreds of packages getting delivered every day, it is fair and reasonable to ask for tracking number to confirm delivery and then we can ship out a free replacement light.  Mr. ******** still has not provided a tracking number and continues to call and threaten bad reviews to hurt our business.  The BBB should strongly consider remove this complaint. 

  Customer response

  02/15/2022

  In reference to Bobcat Lightings response. Yes they did provide a link to place the order that had problems and Bobcat DID NOT address the questions that were asked as per enclosed emails. It would have been so simple of an interaction if they would pick up the telephone answer it or return a call especially when someone tells them there is an issue with their website process, one would think it would be to their benefit to check it out. I don’t have any struggles or potential technical challenges as they suggest. Also excuse me if 4 phone calls to an answering machine is excessive in the time frame that they created. As Bobcats response states "I am responsible for shipment to them and they will pay to ship the repaired light or replacement to me”. Back to their response, they never told me I was required to pay shipping on a photocell. If you look at the Jan. 06 email you will see that it states the photocell will be shipped free of charge.
        Also back to another statement in their response and I quote “we simply asked that he provide the tracking number”, they at no time ever asked me for a tracking number, and as they say it is a very simple and easy request and it would have been. Why didn’t they just ask. Also I have no need to threaten bad reviews, they already have more than enough on Amazon my only regret is that their reviews were not read until after the purchase of my light I believe I went the right way and contacted the BBB so there is a record and that Bobcat Support team may learn to communicate better.
        I urge the BBB not to remove this complaint as this response from Bobcat suggests and as "I Reject this Business Response”, Also I still want a working light along with an apology from Bobcat. 
        Enclosed you will find a chain of emails, Screen Shots, Shipping Receipt, Proof of Delivery and the Tracking Number. I complied with all of Bobcats requests as providing purchase info and filling out the warranty form. I even enclosed a copy of the Jan. 11 email attached to the light when shipped as the Bobcat Team instructed.

   (This program would not allow me to put more than 4 screen shots, I could not include all of my proof.)

  Business response

  03/24/2022

  There is no record of Mr. ******** every providing the tracking number for USPS   ******************  This is the first time he provided it after being requested many times.   Yes, here is the link to get the replacement.  https://www.bobcatlighting.com/********************

  Customer response

  03/24/2022

  Dear *** ******: I hope you read and understand what kind of company Bobcat is. They have lied about this problem from the beginning, I have no other words to describe it. Again in the last message from them they state again they requested the Tracking number many times, I say " prove it Bobcat" show BBB and myself in black and white where you requested said number. By the way *** has Bobcat provided anything in black and white? I have done everything asked of me and sent proof of my statements only to have negative comments from Bobcat. I understand I should choose my words carefully when responding which up until now I believe I have. I can no longer put up with the lies.
              Attached on page 1 is screen shots of Bobcats Jan. 6, 2022 request to process the “Warranty Claim Form” for a Photocell, note the words “ This is shipped to you FREE of charge”. Also in page 1 is the completed form returned the same date. This is plain as day. After this was done Bobcat ignored the request and told me to ship the light back to them for repair or replacement.
              Also attached is screen shots of Bobcats Request to fill out the “Warranty Replacement Form" for the return or replacement light. Please note both forms are titled different but contain the same information.
              I will await the arrival of the Repaired or Replacement light as originally promised by Bobcat seeing the form they request has already been completed. ****** ********

*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. ↩