Illume

I am rejecting this response because:
I do not feel like the response I have received is
satisfactory
On March 28th, I was made aware that my complaint
against Illume Candles was going to be handled by Epic BrokersI receive one
phone call from Epic Brokers during this timeI was asked during that phone
call to send pictures of what was left of the wick of the candle and nothing
else was asked of meI provided these pictures and did not receive any
confirmation from Epic Brokers regarding these
I did receive a letter on April 11th
indicating the denial of responsibility for my injuryOn March 15th,
I had contact with an employee (Betty *** ***) at Illume who provided me
with a list of possible reasons the tin candle could have become inflamedIn
my response on April 11th, I provided this list and discussed how
the only likely situation that could occur was “The wick may have come loose
out of the bottom and caused the flame to burn the side of the tin and
therefore it burned hot and erupt into flames”I had previously provided many
pictures that clearly show that the interior and exterior of the tin caught
fire
The conclusion that I likely
grabbed the tin while it was still hot and then sustained a blister on her finger
is simply untrueI grabbed the tin to extinguish the fire that was occurring before
it caught the rest of the house on fireAs I have told Epic Brokers, I have
witnesses who can attest to thisOn April 12th, I inquired with
Epic Brokers (to Tina ***) about their appeal process to address my concerns
regarding their denialI received no contact from them
On April 20th, I again
sent an email asking for supervisor contact information to appeal the decision
that I feel was not thoroughly investigatedI was provided contact information
on April 21stI sent an email to this supervisor (Eileen ***)
and expressed my concerns regarding the decision, lack of contact from Epic
Brokers, and the lack of investigation that was conductedI received an email
from Ms*** on April 25th stating she would review the claim
file and provide me with a response within the next business days. I
did not hear from Ms*** during this timeShe never requested additional
information from meAfter not hearing anything from Ms*** for business days, I sent an email on
May 20th requesting an update on my claimI was told they would only
be contacting me now through Revdex.com
I continue to feel that a proper
investigation has not been doneI still have the candle tin and not one employee
has asked for me to provide the tinI am concerned about public safety as this
tine erupted in to flamesI am also extremely dissatisfied with the
communication I have had from Epic BrokersThey have been very illusive and
nonresponsive, which the public should also be made aware ofIt is very
disappointing to have sustained an injury due to faulty product manufacturing
and have the company completely deny responsibilityI am hoping a more thorough
investigation can be completed and that the public can be made aware of these
issues with Illume Candles and Epic BrokersI have attached several pictures for review.Thank you,Alicia ***

see attached Please accept our apologies for the delayed response. It appears that your letter of May 12th was the first letter that was received for some reason. We did receive a complaint in March about a Bella Tin Island Moonlight candle from Ms. [redacted] in which she asked us to be paid for a...

burn to her finger. The complaint was investigated thoroughly. Ms. [redacted] advised us that she suffered a blister on her finger when she was putting out the fire of an inflamed candle. We have not received any other complaints regarding this candle or any other candle becoming inflamed. A review of the evidence and information provided by Ms. [redacted] did not support that there was a defect with the candle and it was determined that Ms. [redacted] likely grabbed the tin while it was still hot and then sustained a blister on her finger. On April 11, 2016 Ms. [redacted] was sent a letter and email advising that she had not provided us with any evidence to support that there was a defect with the candle or that there was any other reason why Illume was responsible for the blister on her finger. Since Ms. [redacted] was advised of this decision, she has sent countless emails to our broker advising that she wishes to appeal our decision. She has since been advised that unless she can present additional evidence or information, we cannot investigate the matter further. While we regret that Ms. [redacted] had a bad experience with one of our products, we feel that Ms. [redacted] has not provided any evidence of liability that would prove that her finger blister was caused by a defect in our product.