Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ We're very sorry to hear that the customer is unsatisfied with their purchase, however, the customer ordered custom lights, with a custom painted finish, that we produced and built specifically for him As long as the lights are properly installed utilizing an air-tight backbox they would be fully compliant with the Wisconsin air-tight installation code/statute that he references Upon listening to a recording of the call during which the customer placed their order, the customer was specifically informed by our representative that these were custom lightsWe would be happy to forward a copy of this call recording to the Revdex.com Per our return policy, which is clearly linked to from every single page of our web site, special order items can not be returned, because we build those items specifically to the customer's specifications We always encourage customers to show the specifications for any light to their electrician or local inspector prior to purchasing their lights We also do not have any minimum order requirements so as to encourage customers to order a sample light to ensure it meets their needs before placing an order for custom lights The lights that the customer purchased are not in any way identified as air-tight lights, and in-fact, it would be impossible to produce the particular light that this customer ordered in an air-tight version, as the customer purchased a gimble-style light with an adjustable interior assembly that can be swiveled within the trim ringThese gimble-style lights are perfectly acceptable for use in any hot-roof system, interior joist spaces, or most other interior uses, as long as they are not part of an air-tight envelopeWhen an air-tight assembly is required at the location of the light, these can be easily made air-tight with the use of a backbox We have never changed our story or given any excusesUsing a backbox to airseal a fixture is a very standard concept in construction and is not specific to lightsWhen used in an air-tight envelope perimeter almost any device that is not intrinsically air-sealed needs a backbox, this includes speakers, motion detectors and alarm components, sprinkler heads, security cameras, and HVAC equipmentAgain, this is a very standard concept We do manufacture a full-line of air-tight lightsHowever, all lights that we manufacture which are air-tight are specifically identified as-such in the product descriptionThe lights ordered were not identified in any way as being air-tightFurther, no representative here made any representation that these lights were air-tight Because we have specially produced this product to the exact specifications requested by this customer and the customer was fully aware that these were a custom product, as he was told so by our representative at the time of placing his order, we are unable to accept a return Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with this resolutionAs I stated - you have changed your story about the lightsOriginally when I called the customer service agent on the phone about the issue of the lights not being airtight - he kept saying to me " nothing is airtight" and now I am being told they need to be installed in a back box ( which is not stated anywhere on the installation instructions I received prior to purchasing the lights)As I told the company I cannot perform a backbox installation due to the house has a cedar ceiling and I cannot afford to pull it all down due to the discrepancy in their installation instructionsNo where on the website does it say that the lights are not air-tight and need backbox installationThe claims about custom order is not entirely true - when I ordered the lights online the lights did not state they are a custom order under the descriptions anywhere and the agent who talked to me on the phone when they had to switch my order should have relayed that information to me that these are non-refundableI was never told or encouraged to buy a sample light to check it out! I am not sure where that even came from! I never resorted to name calling but was not impressed when I was accused of being dishonest and without integrityGive me break - I have been polite in the whole situation and actually expected a polite reply and understanding and taking care of the situationThe company's website has something to desire and they definitely need to consider an overhaul to better address these types of situationsI showed my electrician the installation instructions prior to purchase but as I said there is no mention of needing to build an airtight boxThe first I heard of on airtight box is as of yesterday Final Business Response / [redacted] (4000, 9, 2015/07/08) */ After researching this case, we have confirmed that the customer was informed via telephone upon placing his order that the fixtures he ordered were custom fixtures Per our return policy, which is clearly posted on our web site, and linked to from all pages on our site, these custom lights are built specifically for the customer and can not be cancelled or returned We regret that we can not accept the return of these items and we consider this matter closed Additional information: Prior to ordering, the customer never mentioned to any of our representatives that he was needing an air-tight installationIf he had, we would surely have guided him to an air-tight fixture or would have been happy to have explained how to install these in an air-tight envelope Recessed lights can be used in a variety of applications, most of which don't need to be airtightAs an example, in a typical 2-story home, all lights used in the basement and first-floor generally don't need to be airtight, since they are in an interior space that is not considered part of the exterior building envelopeOnly the lights on the second story that are installed on the border of an unconditioned attic space would need to be airtight Again, the customer never stated to us prior to ordering that he needed air-tight fixtures We have custom produced these fixtures to the customer's exact specifications and painted them according to the customer's instructionsWe simply can not accept a return of custom fixtures
Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ We're sorry to hear about this customer's frustrating experience Upon reviewing the record, our representatives did provide the customer with the UL File Number and other information relating to the UL certification for the specific product We can't be certain of the specific requirements of every municipality, so we always suggest that homeowners inquire with their local municipality to ensure that the product will be accepted prior to purchasing it That being said, it is very rare that we come across any city that will not accept the certifications on our lights Unfortunately per our return policy, which is clearly posted on every page of our web site, the window to return these lights would have expired nearly months ago If the customer would have returned the lights within any reasonable period of time, we would have been more than happy to have issued the customer a refund for the lights Even though it has been six months, as a one-time courtesy, if the customer would like to send the lights back within the next days, we'd be happy to issue the customer a $courtesy refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'd like AspectLED to send me the UL File Number that they claim to have sent previouslyI never received this number, and the City of SF has never received itIf we would have, we might not have had to take out their lights I'd also like AspectLED to clarify if their lights are actually UL Listed lights and not simply UL Registered lightsAs I said in my complaint, it is the fact that they claim that their lights are actually UL Listed when they are actually UL Registered that required us to remove them from our house and purchase other lights The "no refund" policy is obvious on their web site, and I have not problems with that, but this sort of policy can't apply when a vendor incorrectly or falsely advertises a product I'd like AspectLED to attach the original email that includes the UL File number they say they sentIf they are unable to do this, send me the UL file number and I'll see if the lights that I purchased are actually UL Listed or UL Certified as they say on the physical item I want a full refundIf they want the lights back, send me a UPS ticket and I'll return them Final Business Response / [redacted] (4000, 9, 2015/06/05) */ We'd be happy to have a copy of the UL certificate for this product sent to the customer, however, it sounds as if the customer seems to have already found an alternate solution Again, it is very rare that we come across any city that will not accept the certifications on our lights We're sorry about the situation and we hope to be able to earn this customer's business again in the futureSo, we've refunded this customer's order in fullThe customer should see a credit to their card within 2-business days We have issued a return label, and would appreciate if the customer would return the items, as he offered In reviewing the customer's account, it does look like it took many e-mails and phone calls from the customer for him to get a few responses from us back in December/January of last year Since then, we've brought on a Customer Care leader, have hired additional customer service and technical help, and we've made enormous improvements in our customer service response times and helpfulnessWe're confident that if this issue would have happened today, we would have representatives available to provide immediate documentation, speak with his city, and to have promptly answer his inquiries We can only apologize for our lack of responsiveness to the customer's issue and we hope that the customer will considering doing business with us again in the future
Thanks for bringing this complaint to our attentionIt seems that this customer installed his drywall before fully planning his electrical installation, which we believe to be the root issue in this matterWe go to great lengths to explain to customers how to properly install our productsOn our web site, right on the product page for the items that the customer purchased, we have a link under Technical Docs directly to the installation guideThis installation guide clearly explains how to install the product in great detailThe company did not involve our attorneys in this matter until *after [redacted] the customer stated that he had retained his own attorneyOur attorneys offered an opportunity for the customer to return all products for a credit if he executed a form settlement agreement, releasing his claims and agreeing to a confidentiality provisionThe execution of this type of settlement agreement is a very standard practice when a lawsuit or threatened lawsuit is resolved.We offered, on numerous occasions, the opportunity for the customer to return his products, yet he failed to return themThe customer also simply stopped responding to our attorneys, who were working with him to come to a resolutionThe customer then contacted his credit card issuer and filed a claim with themThe customer's credit card issuer found that we had fully honored our obligations to the customer and resolved the matter in our favor.Even though the customer has had these products in his posession for over months and has used them, if this customer would like to return all products that he purchased from us within days from today, we will gladly accept a return and provide the customer with a full credit, less shipping costsIf he would like to take us up on this offer, we would need all products (both the in-ceiling and the in-ground/in-wall lights) that he purchased, returned to us
Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ Good Day, I'm showing that copies of the product cut sheet, UL certification information, dimensioned drawing and product submittals were sent to numerous parties representing the client, including XXXXXXXXXX XXXXXXXXXXXXXXXXXX, XXXX XXXXXXXX, XXXXXX, XXXXXXX XXXXX and XXXXX XXXXXXXX, prior to this purchase being madeIn additional, follow up documentation has been sent on several occasions A copy of the documentation was also sent directly to the local Building Inspector, XXXXX XXXXXXXXXX, as the request of the customer If the customer would like any additional information, we would be happy to assistPlease feel free to contact us anytime at [redacted] option
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] .I will accept the latest offer with the following caveat .between Feband now we have completed construction of our home and I was able to successfully install the well lights the way they were intended They are currently in use in my landscaping as they were deemed suitable by the electrician for my application of the 3.15” 9W fixtures are in the sealed boxes they came in, two were opened for inspectionI will return those fixtures at my expensePlease advise
Dear Mr***, Thank you for taking the time to contact us regarding your recent orderI am sorry to hear that you are unhappy with your experience ordering from aspectLEDAccording to our returns policy, a special order item is any item that is built for you as is the case with non-standard trim colors (white, dark bronze, brass, etc.)The “Built for you” text appears automatically when an alternate trim color is selected, as well as a projected lead timeAdditionally, the build time is referenced again in your cart as you are checking outThat being said, we strongly believe in all of our customers having a positive encounter with aspectLED so we would like to once again extend the offer to allow the return of your painted trim fixtures for store credit less a 15% restocking fee or credit your original payment method less a 30% scrap feeIf you chose to move forward with this return, please let us know and we will issue you the necessary RMAAgain, we apologize for any confusion that our return policy caused and hope that you find the solution we are offering agreeable
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ We're very sorry to hear that the customer is unsatisfied with their purchase, however, the customer ordered custom lights, with a custom painted finish, that we produced and built specifically for him As long as the lights are properly installed utilizing an air-tight backbox they would be fully compliant with the Wisconsin air-tight installation code/statute that he references Upon listening to a recording of the call during which the customer placed their order, the customer was specifically informed by our representative that these were custom lightsWe would be happy to forward a copy of this call recording to the Revdex.com Per our return policy, which is clearly linked to from every single page of our web site, special order items can not be returned, because we build those items specifically to the customer's specifications We always encourage customers to show the specifications for any light to their electrician or local inspector prior to purchasing their lights We also do not have any minimum order requirements so as to encourage customers to order a sample light to ensure it meets their needs before placing an order for custom lights The lights that the customer purchased are not in any way identified as air-tight lights, and in-fact, it would be impossible to produce the particular light that this customer ordered in an air-tight version, as the customer purchased a gimble-style light with an adjustable interior assembly that can be swiveled within the trim ringThese gimble-style lights are perfectly acceptable for use in any hot-roof system, interior joist spaces, or most other interior uses, as long as they are not part of an air-tight envelopeWhen an air-tight assembly is required at the location of the light, these can be easily made air-tight with the use of a backbox We have never changed our story or given any excusesUsing a backbox to airseal a fixture is a very standard concept in construction and is not specific to lightsWhen used in an air-tight envelope perimeter almost any device that is not intrinsically air-sealed needs a backbox, this includes speakers, motion detectors and alarm components, sprinkler heads, security cameras, and HVAC equipmentAgain, this is a very standard concept We do manufacture a full-line of air-tight lightsHowever, all lights that we manufacture which are air-tight are specifically identified as-such in the product descriptionThe lights ordered were not identified in any way as being air-tightFurther, no representative here made any representation that these lights were air-tight Because we have specially produced this product to the exact specifications requested by this customer and the customer was fully aware that these were a custom product, as he was told so by our representative at the time of placing his order, we are unable to accept a return Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with this resolutionAs I stated - you have changed your story about the lightsOriginally when I called the customer service agent on the phone about the issue of the lights not being airtight - he kept saying to me " nothing is airtight" and now I am being told they need to be installed in a back box ( which is not stated anywhere on the installation instructions I received prior to purchasing the lights)As I told the company I cannot perform a backbox installation due to the house has a cedar ceiling and I cannot afford to pull it all down due to the discrepancy in their installation instructionsNo where on the website does it say that the lights are not air-tight and need backbox installationThe claims about custom order is not entirely true - when I ordered the lights online the lights did not state they are a custom order under the descriptions anywhere and the agent who talked to me on the phone when they had to switch my order should have relayed that information to me that these are non-refundableI was never told or encouraged to buy a sample light to check it out! I am not sure where that even came from! I never resorted to name calling but was not impressed when I was accused of being dishonest and without integrityGive me break - I have been polite in the whole situation and actually expected a polite reply and understanding and taking care of the situationThe company's website has something to desire and they definitely need to consider an overhaul to better address these types of situationsI showed my electrician the installation instructions prior to purchase but as I said there is no mention of needing to build an airtight boxThe first I heard of on airtight box is as of yesterday Final Business Response / [redacted] (4000, 9, 2015/07/08) */ After researching this case, we have confirmed that the customer was informed via telephone upon placing his order that the fixtures he ordered were custom fixtures Per our return policy, which is clearly posted on our web site, and linked to from all pages on our site, these custom lights are built specifically for the customer and can not be cancelled or returned We regret that we can not accept the return of these items and we consider this matter closed Additional information: Prior to ordering, the customer never mentioned to any of our representatives that he was needing an air-tight installationIf he had, we would surely have guided him to an air-tight fixture or would have been happy to have explained how to install these in an air-tight envelope Recessed lights can be used in a variety of applications, most of which don't need to be airtightAs an example, in a typical 2-story home, all lights used in the basement and first-floor generally don't need to be airtight, since they are in an interior space that is not considered part of the exterior building envelopeOnly the lights on the second story that are installed on the border of an unconditioned attic space would need to be airtight Again, the customer never stated to us prior to ordering that he needed air-tight fixtures We have custom produced these fixtures to the customer's exact specifications and painted them according to the customer's instructionsWe simply can not accept a return of custom fixtures
Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ We're sorry to hear about this customer's frustrating experience Upon reviewing the record, our representatives did provide the customer with the UL File Number and other information relating to the UL certification for the specific product We can't be certain of the specific requirements of every municipality, so we always suggest that homeowners inquire with their local municipality to ensure that the product will be accepted prior to purchasing it That being said, it is very rare that we come across any city that will not accept the certifications on our lights Unfortunately per our return policy, which is clearly posted on every page of our web site, the window to return these lights would have expired nearly months ago If the customer would have returned the lights within any reasonable period of time, we would have been more than happy to have issued the customer a refund for the lights Even though it has been six months, as a one-time courtesy, if the customer would like to send the lights back within the next days, we'd be happy to issue the customer a $courtesy refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'd like AspectLED to send me the UL File Number that they claim to have sent previouslyI never received this number, and the City of SF has never received itIf we would have, we might not have had to take out their lights I'd also like AspectLED to clarify if their lights are actually UL Listed lights and not simply UL Registered lightsAs I said in my complaint, it is the fact that they claim that their lights are actually UL Listed when they are actually UL Registered that required us to remove them from our house and purchase other lights The "no refund" policy is obvious on their web site, and I have not problems with that, but this sort of policy can't apply when a vendor incorrectly or falsely advertises a product I'd like AspectLED to attach the original email that includes the UL File number they say they sentIf they are unable to do this, send me the UL file number and I'll see if the lights that I purchased are actually UL Listed or UL Certified as they say on the physical item I want a full refundIf they want the lights back, send me a UPS ticket and I'll return them Final Business Response / [redacted] (4000, 9, 2015/06/05) */ We'd be happy to have a copy of the UL certificate for this product sent to the customer, however, it sounds as if the customer seems to have already found an alternate solution Again, it is very rare that we come across any city that will not accept the certifications on our lights We're sorry about the situation and we hope to be able to earn this customer's business again in the futureSo, we've refunded this customer's order in fullThe customer should see a credit to their card within 2-business days We have issued a return label, and would appreciate if the customer would return the items, as he offered In reviewing the customer's account, it does look like it took many e-mails and phone calls from the customer for him to get a few responses from us back in December/January of last year Since then, we've brought on a Customer Care leader, have hired additional customer service and technical help, and we've made enormous improvements in our customer service response times and helpfulnessWe're confident that if this issue would have happened today, we would have representatives available to provide immediate documentation, speak with his city, and to have promptly answer his inquiries We can only apologize for our lack of responsiveness to the customer's issue and we hope that the customer will considering doing business with us again in the future
Thanks for bringing this complaint to our attentionIt seems that this customer installed his drywall before fully planning his electrical installation, which we believe to be the root issue in this matterWe go to great lengths to explain to customers how to properly install our productsOn our web site, right on the product page for the items that the customer purchased, we have a link under Technical Docs directly to the installation guideThis installation guide clearly explains how to install the product in great detailThe company did not involve our attorneys in this matter until *after [redacted] the customer stated that he had retained his own attorneyOur attorneys offered an opportunity for the customer to return all products for a credit if he executed a form settlement agreement, releasing his claims and agreeing to a confidentiality provisionThe execution of this type of settlement agreement is a very standard practice when a lawsuit or threatened lawsuit is resolved.We offered, on numerous occasions, the opportunity for the customer to return his products, yet he failed to return themThe customer also simply stopped responding to our attorneys, who were working with him to come to a resolutionThe customer then contacted his credit card issuer and filed a claim with themThe customer's credit card issuer found that we had fully honored our obligations to the customer and resolved the matter in our favor.Even though the customer has had these products in his posession for over months and has used them, if this customer would like to return all products that he purchased from us within days from today, we will gladly accept a return and provide the customer with a full credit, less shipping costsIf he would like to take us up on this offer, we would need all products (both the in-ceiling and the in-ground/in-wall lights) that he purchased, returned to us
Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ Good Day, I'm showing that copies of the product cut sheet, UL certification information, dimensioned drawing and product submittals were sent to numerous parties representing the client, including XXXXXXXXXX XXXXXXXXXXXXXXXXXX, XXXX XXXXXXXX, XXXXXX, XXXXXXX XXXXX and XXXXX XXXXXXXX, prior to this purchase being madeIn additional, follow up documentation has been sent on several occasions A copy of the documentation was also sent directly to the local Building Inspector, XXXXX XXXXXXXXXX, as the request of the customer If the customer would like any additional information, we would be happy to assistPlease feel free to contact us anytime at [redacted] option
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] .I will accept the latest offer with the following caveat .between Feband now we have completed construction of our home and I was able to successfully install the well lights the way they were intended They are currently in use in my landscaping as they were deemed suitable by the electrician for my application of the 3.15” 9W fixtures are in the sealed boxes they came in, two were opened for inspectionI will return those fixtures at my expensePlease advise
Dear Mr***, Thank you for taking the time to contact us regarding your recent orderI am sorry to hear that you are unhappy with your experience ordering from aspectLEDAccording to our returns policy, a special order item is any item that is built for you as is the case with non-standard trim colors (white, dark bronze, brass, etc.)The “Built for you” text appears automatically when an alternate trim color is selected, as well as a projected lead timeAdditionally, the build time is referenced again in your cart as you are checking outThat being said, we strongly believe in all of our customers having a positive encounter with aspectLED so we would like to once again extend the offer to allow the return of your painted trim fixtures for store credit less a 15% restocking fee or credit your original payment method less a 30% scrap feeIf you chose to move forward with this return, please let us know and we will issue you the necessary RMAAgain, we apologize for any confusion that our return policy caused and hope that you find the solution we are offering agreeable
The customer was issued a full refund by his credit card issuer, so we now consider the matter to be closed