ComplaintsforAmerTac Holdings Inc.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/15/2023 I purchased a two pack of AmerTac BL-PCCT-W2 adhesive battery operated puck lights from ******* in Gurnee, IL. On 01/16/2022 I installed the lights following the instructions to the letter. Approximately 10 minutes after the install was completed the adhesive malfunctioned (apparently is not strong enough to support the weight of the lights with the batteries) causing the light to fall and destroy a treasured family heirloom. I immediately reached out to AmerTac with documentation of the damage. I additionally was able to find a replacement in ****. However, AmerTac is only offering to replace the light (the two pack we $15.29 plus tax) but that does not replace the treasured item that was damaged due to the inferior quality. The replacement will cost $244.53 for which they are liable due to the damage caused by the faulty item and I would like to be made whole for my loss. $199.99 Shipping $26.43 Tax $18.11 Order total $244.53

  Customer response

  03/08/2023

  Attached is Amertac's email I received along with my response. They still have not provided me with the carrier for their liability insurance so that I can submit a claim. They offered me a $20.00 ******'s gift card which is completely unacceptable as I would like to replace the item that was damaged and doubt that I will ever shop at ******'s again. 

  Business response

  05/10/2023

  Good afternoon ****************,

  We received notification of your follow up to your discussions with our Customer Service representative that was forwarded to the Better Business Bureau and ******* in regard to your item BL-PCCT-W2, case *******.
  
  We do regret that the item did not stay adhered to your shelving and caused damage to a personal item.  We have not had any other such complaints and would be more than happy to troubleshoot your installation with you for a new set of lights if you would like them, and can get those sent out right away.  If you do not want this exact light, we do have a number of other undercabinet options, some which install with screws as opposed to adhesives and plug in as opposed to operate with batteries, that we could send instead.  These options can be found at this link if you’d like to take a look and pick out a different product:
  
  **************** 
  
  We would also like to offer you a $20 gift card to ******* to use on the item of your choosing from the store.  We can have this delivered by either mail or email, please let us know what you prefer.
  
  Again, we are sorry for your experience with this product.  I look forward to hearing from you.
  
  Sincerely,

  Customer response

  05/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have repeatedly had this same discussion form Ameritac. I do not want another set of lights. I want to know who their liability insurance it through so that I may file a claim and replace the item. Their lights are of no value to me, the item they damaged is. It is even legal for a company to operate without liability coverage? I think not but if Ameritac is I would think it's worth replacing an item that I found for $200.00 on **** not to illuminate the fact that they aren't insured.
  
  Regards,
  
  ***********************
  

  Business response

  05/23/2023

  As previously stated, we have no way to know for certain what caused this product to fall after it was installed.  A similar failure has not been reported by any other customer, and we sell a high volume of this product through both ******* where it was purchased in this case (over 6k units over the past 6 months alone), and through other retailers.  We offered to troubleshoot the installation process and the customer refused, please see the attached.

  Many things can lead to a failure such as this, including:

  Not allowing the magnets to cure to the installation surface for 24 hours before attaching the lights, or testing to make sure the adhesive works well with the surface material

  Not properly cleaning the surface the lights are installed to, to ensure the adhesive will cure properly

  Temperature and humidity

  We feel that our offer to send her any lighting product from our catalog, as well as a gift certificate to *******, was more than generous in this case.  We can assume no liability because we have no way to know for certain that she installed this correctly, and did not contribute to the decision to install new lighting directly above a cherished item without testing the adhesion first.

  Thank you

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