The L. D. Kichler

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, Item #on MsS***'s response is incorrect. We did not receive, nor have we ever acknowledged that we received, a letter stating the product was defective. We bought the light fixture during the construction of our home. Therefore, the address when we purchased the fixture and our current address (the home that was under construction at the time) are not the same. Kichler would have no knowledge of our current address to attempt to notify us of a recall. In response to Items #4, #5, and #6: We were sent the kit and told to obtain a quote for the company to correct the wire damage and re-hang the fixture. This was completed in a timely manner. A month later, Kichler contacted us requesting two additional quotes.Regarding Items #and #8: We expected to have two additional quotes to send to Kichler. However, due to a medical emergency with one of the contractors, one of the quotes was never received. We e-mailed Kichler mid June to send the second quote and state that we were in the process of contacting other companies in order to obtain the last quote. Both consumers, husband and wife, work out of town; therefore, it was difficult to schedule contractors to come out during the week and provide a quote. We have had ongoing conversations with Kichler throughout this process, and they were aware of this.In conclusion, we never received a Notification Letter in stating their product was defective and subsequently recalled. We have had ongoing conversations with the company in an attempt to resolve the issue. Additionally, their representation of the circumstances are grossly misstated. On the day the light fixture broke, we returned home to stretched electrical wires and the fixture dangling feet lower than its original hang. The wires had to be cut immediately in order to prevent it from crashing and causing further damaging. The fixture did not hang broken for months as MsS*** stated. It was taken down on the day it broke in late December in an attempt to prevent additional damage. Kichler has been sent pictures of the wiring and the fixture (as it sits on the ground) to confirm that it is no longer hanging. At the time it broke, we did not know there was a recall on the product. We had a scheduled trip the day after the incident and were out of town during the holidays. After returning and investigating online, we realized the product had been recalled in and contacted the company on January 26, 2015. We are simply asking for the light fixture to be corrected of the defect and restored to its intended use. During our last conversation, Kichler told us they would contact a local electrician to provide a quote. We have attempted to call MsS*** for an update but have been unsuccessful. We also have not received an update via e-mail
Regards,
*** ***

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.
Regards,
*** ***

Thank you for taking the time to speak with me earlier today regarding the Complaint. As a follow-up to that conversation, following is a recitation of the facts in response to the Complaint:
1. In 2013, under the auspices and authority of the Consumer Product Safety Commission (the'CPSC'), The...

L.D. Kichler Co. ("Kichler") conducted a Voluntary Corrective Action (the 'VCA“)on a 9-Light Chandelier, Model Number 34330 (the 'Product") sold through Lowe's.
2. On or about June 20, 2013, Kichler mailed nearly 38,000 letters to consumers identi?ed as purchasers of the Product advising them of the possibility that the ?xture loop may fail and encouraging them to contact Kichler for a replacement kit including new ?xture loops and instructions (the “Replacement “Kit") (the “Notification Letter’).
3. On or about January 26, 2015, the consumer under the above-captioned Complaint (the “Consumer") contacted Kichler claiming that their Product was hanging from the ceiling by its wires. The Consumer acknowledged at that time receiving the Noti?cation Letter nearly two years prior to contacting Kichler and doing nothing in response to receipt of the Noti?cation Letter.
4. On or about January 26, 2015, Kichler sent a Replacement Kit to Consumer to fix the Product
5. On or about February 25, 2015, one (1) month after a Replacement Kit was sent to the Consumer, the Consumer contacted Kichler and submitted a quote in the amount of $700.00 to replace the ?xture loop on the Product (“Quote I“).
6. On or about March 25, 2015, Kichler sent an email to the Consumer regarding the excessiveness of Quote 1 compared to national averages spent for similarly situated consumers and requesting two (2) additional quotes from Consumer by licensed electricians.
7. On or about June 9, 2015, over two months after Kichler's request for additional quotes. Consumer contacted Kichler by email referencing a second quote yet none was provided. Several hours later a second email was received from the Consumer, this time with a quote attached which was dated May 28, 2015. in the amount of $810.00 (‘Quote ll‘). Based on the date of Quote ll (May 28, 2015) versus the date of the email from the Consumer (June 9, 2015), it took the Consumer nearly 15 days to forward the requested quote to Kichler for consideration from the time the Consumer received it.
8. On or about June 15, 2015, nearly three (3) months after Kichler‘s request for additional quotes, Consumer submitted a third quote dated June 5, 2015, in the amount of $675.00 (“Quote Ill‘). Again, the Consumer took nearly ten (10) days to forward Quote Ill to Kichler for consideration from the time the Consumer received it.
9. On or about June 19, 2015, Kichler emailed the Consumer restating its position that it would stand behind its Product and while not required to pay for an electrician under the VCA, it was willing to reimburse Consumer up to $350.00 for an electrician. In order to be reimbursed Kichler will require the Consumer to submit a paid invoice from a licensed electrician and execute a settlement agreement.
10. Consumer responded to Kichler on June 19, 2015, refusing Kichler's offer of assistance.
11. Consumer continues to bombard Kichler with emails and phone calls despite having ?led the Complaint with your office on June 19, 2015.
Even at the low end of the quotes, to wit: Quote lll at $675.00, Consumer's demand for reimbursement of over nine (9) times the going reimbursement rate of $75.00 is unconscionable.
While Consumers conscious decision to ignore the Noti?cation Letter did not cause the Product to fail, Consumer's delay in (1) submitting the claim, (2) waiting one (1) month from the time of receipt of a Replacement Kit to even attempt to have the Product fixed, (3) their nearly 3 month delay in securing additional quotes and (4) their delay in trying to resolve this matter in a timely and reasonable fashion has contributed to the excessive cost of having to re-wire the Product due to allegedly stretched wires. The Product would have never required more than the replacement of the ?xture loops had Consumer contacted Kichler upon receipt of the Noti?cation Letter. Kichler has agreed to reimburse Consumer at more than 4 ½  times of what was called for under the VCA. That is more than fair and just.
As always, if you have any questions or require anything further please do not hesitate to contact me.
Very truly yours,
Ellen S[redacted]
Assistant General Counsel

Response taken over the phone by Revdex.com staff on 7/22/2015 at 11:20AM (**)
Ellen S[redacted] indicated a replacement product was order on 7/20/2015 for the consumer. Consumer can expect shipment to arrive within the next 14 business days as long as the item is in stock. If the item is not in stock the...

consumer can call the business directly for Ellen S[redacted] (216) 573-1000 ext. [redacted] to determine shipment date if the item has not been received in 14 business days.

Response taken over the phone on 7/22/2015 at 11:20AM by Revdex.com staff (**)
Ellen S[redacted] indicated The General Counsel of the business has agreed to assume all expenses regarding the recalled product and the installation by the company the consumer has selected. The company is requesting consumer sign an agreement releasing The L.D.Kichler Co., Inc.  from responsibility and the company will forward payment. Please contact Ellen S[redacted] (216) 573-1000 x[redacted]  for the release and when to expect the check to be sent out.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Dear [redacted], Many thanks for handling it and I am glad that your organization has the appropriate clout and appropriate follow up is made. I did receive the package BUT it was an incorrect replacement. To also make sure that the business response below is accurate, the complaint indeed came to the president office BUT as my attachments to the complaint had evidenced it was ONLY after many other attempts have failed. I did send an email to the president office today thanking him for the follow up but alerting him that this is an incorrect replacement. I will keep you appraised when I hear back. Thanks again!
Regards,
[redacted]

Consumer's response received VIA e-mail 5/2/17 Regarding #[redacted]I received instructions from L.D. Kichler Co, Inc to bring the defective lights to a local Kitchen and Bath store - Ferguson- where their (Kichler) representative would evaluate the problem and take necessary action. I followed those instructions and received notice 3 or 4 days later that the lights were replaced and so the issue was resolved.L.D. Kichler Co, Inc replaced the 4 lights with new lights of the same model number.  All this occurred in February 2017.I do not know if inquiry from the Revdex.com prompted their handling of this situation or not. But thank you for your attention to this matter.This issue was resolved by L.D. Kichler Co, Inc. to a satisfactory conclusion.Thanks[redacted]