Maxlite

Maxlite has moved into the business of charging good customers 3x the shipping fees then the actual "warranty" products ordered. Will not be doing business with them or American Electric Supply any longer!

[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 have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

The limited warranty for the repair or replacement of defective product and has no provisions for installationHowever MaxLite made an exception to provide the service at our cost, Due the unprecedented snow fall
experienced in the region caused extensive delays and safety concerns for the contractors who would perform the workThe location was serviced on 3/30/During the servicing of the fixtures the electrician reported that the installation of product was not done appropriately

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

I am rejecting this response because:Repairs have been done - however in reply Original installation done by MaxLitemany unanswered phone calls and emailsNo communication on scheduling - vendor arrived after hours, repairs were done and no call or email to let us know the repairs were doneThe lights are on our building in areas that were plowed all winter and accessibleA company that does exterior lighting as a business should be equipped to handle repairs all yearit's unreasonable to expect to have outside lights out for many monthsThe warrant states a one time replacement free of charge within the first yearsOverall poor experienceRegards,

Spoke with Ms*** customer states bulb was installed last year by a third party energy company, bulb in question was manufactured in March Product sold through distribution and retail, MaxLite loses control handling and storage of bulbs once they are shippedDate or purchaser of bulb
could not be determinedMaxLite offered to replace lighting fixture and Ms*** agreed as long as it was similar with three or four bulbsProgress-Lighting-P3110-30-4-Light-Bracket with white Glass shades was ordered by MaxLite and will ship direct from Amazon.com to Ms*** residencePicture of fixture was e-mailed to Ms*** and new CFL bulbs will ship from MaxLiteCorrective actions and training were taken to ensure appropriate folland handling of customer complaints and inquires

MaxLite spoke with Ms*** to determine reason and specifics circumstances surrounding the complaintMs*** explained the bulbs were purchased and stored on their shelf as a sparesWhen she went to use bulb, she discovered the fluorescent glass tubes were broken and was filing warranty
claim with MaxLite the manufacturerThe damage to the product she experienced appeared to be damaged from shipping and handling from the retailer to her location which is not a warranty claimIf the product was inspected at the time of receipt she would have discovered the problem and been able to file a claim with the retailer and or freight carrier for compensationSince the associate she spoke did not articulate the warranty and what the correct course of action to her for her problem, MaxLite will provide a replacement bulb as a courtesy and to provide customer satisfaction for her loyalty to our products

Replacement part to repair lighting fixture shipped no charge on 1/25/18 and delivered to Mr. [redacted] on 1/26/18 at 1:34 pm.

MaxLite is a manufacturer of lighting fixtures and does not conduct any product installation. MaxLite fixtures are sold through commercial and retail outlets to be installed by licensed electricians. Warranty for the product in question is for a period of 5 years and only provides for the replace or repair of defective product and does not have provision for installation or removal of products. Please warranty like attachedhttp://www.maxlite.com/resources/WarrantyPDFs/MaxLite_LEDOutdoorFixtureW...⇄ MaxLite's warranty team had provided field service to Mr. Robertson beyond our stated policy in a gesture of good faith. We had a third party service coordinator attempt to contract with a number of service professionals in his area but continued see delays due to the unprecedented snowfall and scheduling problem it triggered. We apologize that the service provided did not meet his expectation.

[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]