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:12/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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'm unfortunately having to use this avenue to find someone to help. My $400 Christmas tree is still under warranty and I have a case open with proof of purchase for the lights seeming to short out after being sent a new cable after the first one failed. Manager ******** *. has offered a $200 Home Depot gift card. I have responded to explain that this feels low for a $400 tree to defect after 2 years. I asked if there is any other option to resolve. Could we exchange the tree instead and you can have this one back? Is the amount negotiable? Does it have to be a Home Depot gift card as I wouldn't buy another tree there and hassle with all this again? Unfortunately ******** is never available to take a call, a message left to return a call doesn't happen, and she will only send the same copied/pasted email response 3x in a row now completely ignoring my questions. I'm told she is the only manager and there is no one else that can help. I simply need those questions answered. Is there anyone else I can speak to that would know the answers so we can settle this and move on? I appreciate any help provided. Thanks

  Business Response

  Date: 12/12/2024

  We have already provided $200 Home Depot giftcard to *** ****** ****.  Now, we will provide another $200 Home Depot giftcard to *** ****** ****.  I know *** **** wants refund in Cash; however, because she made purchase to The Home Depot, and not us, and we're an oversea company, and can not give any refund in cash to *** ****.  As a result, Home Depot giftcard is our only solution

  Customer Answer

  Date: 12/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Will the additional gift card be automatically sent? 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:01/08/2024

  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.

  I bought a tree from Home Depot in 2018. In 2020, the tree lights stopped turning on. When I contacted Home Depot, who in turn put me in touch with Willis Electric, I was told that the foot pedal was faulty and they would send a replacement. They same thing happened in 2021 and I again was sent another foot pedal replacement. This last Holiday season, 2023, the same thing happened and when I contacted Willis Electric was told that the product is now out of warranty and they no longer have spare parts. As this has been an ongoing issue with the product and quite frankly continually receiving defective parts from Willis Electric, until I assume, the product is out of warranty so they feel they no longer need to remedy the situation, I am looking for a refund of the purchase price of the product. I have previously provided proof of purchase to Willis Electric. At this point I have no other option, if they no longer have spare parts, but to purchase something new, which I would not need to do if they actually fixed the issue instead of providing yearly 'band-aids' while under warranty. Their customer service and overall desire to fix an ongoing and known issue is extremely disappointing.

  Business Response

  Date: 01/08/2024

  The Home Depot's warranty policy is 3 years and the product was purchased, from customer's description, I would assume at the end of 2018, since no receipt or proof of purchase is being provided here.  so, the warranty is only valid to end of 2021.  in the year 2021, we, as a manufacturer has honored our warranty policy according to Home Depot's warranty policy, to provide a replacement free of charge.  Now, it's out of warranty period, we are unable to provide any refund, since customer purchased the product from The Home Depot, but not us.  We do not know how the customer used, store the product, treated the product.  if customer can help provide me the model# again, I can see if there are any part available to provide; however, since it is out of warranty, we may need to charge customer for the new replacement.  We may not have available part to provide, since customer has already checked with our customer support team.

  Customer Answer

  Date: 01/09/2024

  
  I am rejecting this response because:
  
  While I appreciate that Willis Electric has upheld the warranty laid out according to Home Depot’s warranty policy, it does not dismiss the fact that, again, you have been sending faulty foot pedals to not truly resolve the problem; this seems to be an ongoing trend with Willis Electric, as a quick Google search pulls back plenty of results showing negligent foot pedals and recalls.  I am unable to return this product to Home Depot (and have not been able to since the problem initially occurred) as I was advised and directed, by Home Depot, to work with the manufacturer on this defective product for resolution, which we have clearly never reached.  Additionally, as you are very aware of your faulty foot pedal issues and this is the same issue, I have been bringing up for the past 4 years, clearly my usage and storage of the product is sufficient and aligns with the instructions in the instruction manual which I can provide you as well, if needed. Here is the model number AGAIN W14N0051 which is in the same email I provided the proof of purchase, so you can reference that email, ********.  I should not have to incur additional cost on my end for a product that doesn’t work properly.  I am looking for a replacement that works as expected OR a refund of the price I paid for the faulty product since this truly has been an ongoing, unresolved issue.
  

  Business Response

  Date: 01/15/2024

  First of all, please help provide a receipt of your product.  If customer had provided in the past, you should still have that email in the past to provide us the copy.  We do not deny that we have a recall of the "foot pedal" in 2019, but that design has nothing to do with what customer had purchased in 2018.  They are two different products, so please do not put two in one discussion and assume all of our products have issues.  Again, we have honored our warranty policy to provide customer with a replacement back in 2020 and 2021, as customer has claimed, which worked.  If the spare parts that we have provided to customer was faulty, or not good quality, then it would already have malfunctioned right away.  However, customer had used the product for several years.  As I have mentioned, we do not know how customer used, stored, treated the product, so we do not know what has caused the product to not working.  Now, customer's product warranty was out in end of 2021, it is now already 2023/2024, we can not provide any refund to customer.  Also, due to no spare part available, there is no spare part to be purchased.  

  Customer Answer

  Date: 01/19/2024

  I am rejecting this response because:
  
  Attached, again, is the receipt that was provided directly to ******** “the most senior person” just a couple weeks back when I contacted customer service. The responses to these inquiries are avoiding the real issue as I have been asked for the model # and receipt which have been provided to your company multiple times over the years to even be ‘helped.’ There is a literal email paper trail of all this information; it appears this company is negligent on record keeping too! To ask a consumer to not compare 2 very similar issues for similar products is absurd; being that there are recalls for the exact same thing on like products shows there is an issue with how you are manufacturing your products.  Plain and simple.  I would argue the product did ‘malfunction’ right away.  Both times I received the product after if not days before Christmas, not even allowing adequate time to determine if there was an issue.  In 2020, I wasn’t sent the new foot pedal until after the Holiday; it didn’t ship until 12/26/2020.  I obviously tried it in 2021 and experienced the same issue (that required the replacement in 2020) so I contacted customer care on 12/1/2021 and the replacement was not shipped until mid-December resulting in me getting it very late in the season.  Again, none of this points to use, storage, treatment, etc which is a strong accusation when as mentioned above this isn’t the only product with issues of this likeness; this again, looks like delay/lack of shipping on faulty replacements so consumers are not aware until year over year that you just keep sending poorly made parts. You have never truly fixed the issue even when under warranty.  If you do not have spare parts and cannot refund, then send me a like product that is still under warranty so that if issues arise, I have that to fall back on since it seems you only care about customers when you must (aka you are responsible under warranty.)
  

  Business Response

  Date: 01/24/2024

  Please provide me your below information, we will provide a Home Depot giftcard worth of $75 to resolve your case.  THD giftcard will ship out to you maybe digital or physical.  I may not know until a couple days later.  please confirm and I will proceed once receive your acceptance

  Customer Answer

  Date: 01/29/2024

  Thank you, a gift card will suffice. 
  

  Customer Answer

  Date: 02/12/2024

  Waiting for a gift card from Willis Electric before considering this issue resolved.  I previously sent them over all the information they requested to send me a gift card.

  Customer Answer

  Date: 06/28/2024

   I was promised a gift card to reach a resolution and that has not been delivered.

  Business Response

  Date: 07/08/2024

  I missed your email communication, and have just placed the giftcard order for you.  appologize for the delay.  I will double check and once the giftcard has been processed, I'll let you know

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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.

  On the evening of 12/18/2022 I noticed a burning plastic smell coming from my Christmas tree. (Willis Electric model ******** purchased from ********** in 2019). In addition smoke was coming from the foot switch as I unplugged it from the wall the foot switch was so hot. I ******* the model number of the tree and discovered the tree was recalled for this very issue. The switch went on fire. The smell was so bad the whole house still smells toxic the next day. My husband removed the tree from our home. He also called the number on the recall notice and spoke to a representative who stated that she was sending a new foot switch but it would have to be wired in and it would not arrive until after Christmas, so we found this to be unacceptable since our house could have went on fire. He tried to pursue other options as we were not going to have a Christmas tree. He called ********** and spent over an hour being transferred to wrong departments disconnected and hung up on. He finally reached Angela in the corporate office who insisted he has to be transferred to Willis Electric who would be able to get us a new tree. A rep named Jessica at Willis Electric stated she would escalate the issue and have a manager call us. Tonight he received a call from Betty an acting manager from a third party company (*******) representing Willis Electric who stated she needed a RECEIPT from 2019?!?!?!?!! for her to help us. Disgusted and agrivated not getting anywhere he got off the phone. A Awful. Willis Electric should do the right thing as they manufactured this tree which is now a safety Hazard and send us a new tree. There should be an exception regarding the reciept I could easily provide pictures of the tree with their names all over it. I guess we will not have a Christmas tree this year. The worst customer service experience of of my life. It doesn't get worse than this. My house could have burned to the ground and Willis Electric is worried about a reciept.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/12/20) */ Contact Name and Title: Jason ****/Willis Elect. Contact Phone: ************ Contact Email: ************************ Hi, I will be contacting customer directly regarding her request for better communication