ComplaintsforHeadlight Revolution

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 2023 I contacted Headlight Revolution to inquire regarding LED products they sell on their website for my vehicle. Headlight Revolution provided me with erroneous and misleading information. My entire purchasing decision was based on the information given by the company that their products were plug and play and compatible with my vehicle. I placed an order and received the items. The company provides technical support to help customers with installing LED bulbs on their vehicles. The LEDs purchased were not compatible with my vehicle. Headlight Revolution provided instructions to modify my existing headlights in order to accommodate the LED bulbs purchased. I installed LEDs and they did not work. Furthermore I was given instructions to purchase an additional part (reverse polarity harness) to make it work. Please note the product ordered was marketed, sold, and confirmed by the company as Plug and Play and not requiring any modifications. Not only did I need modifications, they also asked me to purchase an additional part. After following these instructions their products did not work on my vehicle. As a consumer I trusted the company to provide accurate information before making a purchase and I based my entire purchasing decision based on that. The end result was nothing worked, and my new headlights now had modifications that caused irreversible damage to them. Headlight Revolution provided a refund for the items in the order, but would not take responsibility for providing misleading and erroneous information. This misleading and erroneous information has caused irreversible damage to my existing headlights at a cost of $400 in new ****** OEM parts to replace the headlights which were new and purchased recently in October 2023.

  Business response

  11/02/2023

  We appreciate your feedback and are sorry to hear about your recent experience with our products. We want to address your concerns and clarify our position regarding your purchase of the LED bulbs from Headlight Revolution.

  
  We apologize for any inconvenience you encountered with your LED bulb installation. It's important to us that our customers have a positive experience, and we take your concerns seriously. Regarding the issue of "plug and play" compatibility, we understand that the term might have led to confusion. Our LED bulbs are indeed compatible with the vast majority of vehicles on the road. However, some older ****** models, as mentioned previously, have a reverse polarity issue that can affect the installation process. This is why we recommended the use of a reverse polarity harness as a solution. Our intention was to educate you about the specific requirements of your vehicle's lighting system and provide a solution to ensure the bulbs work effectively. We take pride in our customer service and strive to offer guidance to customers facing such issues.

  
  We understand that you were disappointed with the need to purchase an additional harness and the suggestion to bend the clip pieces to fit the new LED bulb. We want to emphasize that our intent was to provide you with a solution to make the LED bulbs compatible with your vehicle, rather than causing damage. We apologize if the solution did not meet your expectations. In an effort to resolve this matter, we promptly issued a full refund for your order on 11/1/21 and allowed you to keep the parts. We believe this was a fair and reasonable resolution to the situation.

  
  We value your feedback and always aim to improve our product descriptions and customer interactions. We have taken your comments to heart and will work on further clarifying the compatibility requirements for specific vehicle models.
  We understand your frustration, but we want to emphasize that our intent was never to mislead you. We appreciate your understanding of the unique challenges your vehicle presented and hope you can consider giving our products another chance in the future. Thank you for bringing this matter to our attention. If you have any additional questions or concerns, please don't hesitate to reach out to our customer support team. We're here to assist you.

  Customer response

  11/02/2023

   
  Complaint: 20810135
  
  I am rejecting this response because:
  
  Headlight Revolutions response and attempt to clarify their position is not satisfactory. Headlight Revolution knew the year, make, and model of my vehicle. In order compatible products that information must be provided by the consumer. I requested confirmation before making a purchase that their LED bulbs were indeed Plug and Play, compatible with my vehicle, and would not require any modifications to my existing headlights in order for the LED bulbs to fit and work on my vehicle. Headlight Revolution provided confirmation prior to purchasing that they were compatible with my vehicle and would not require any modifications. That information turned out to be wrong. After receiving parts Headlight Revolution gave me instructions for modifications and purchasing additional parts through a third party. I would not have purchased these products if I would have received accurate information that these products would not work on my vehicle, that I would be required to make modifications, and purchase additional parts through a third party. Headlight Revolutions response fails to take responsibility for providing incorrect information that caused me to purchase products that were not compatible with my vehicle and ultimately caused irreversible damage to my headlights because of the modifications required to make their products fit my OEM headlights. Headlight Revolutions attempt to Educate the consumer is not only insulting, but it fails to take responsibility for not providing full disclosure prior to purchasing that would have allowed me the consumer to have avoided making a purchase that would not work on my vehicle and have avoided costly damages caused by modifications to my headlights. Headlight Revolution sells customers on the reputation that they test and therefore know what works for each vehicle LED conversion. The consumer trusts that they will have the right information when making a purchase. Unfortunately that was not the case with me. I returned the products to Headlight Revolution even though they offered for me to keep it and receive a full refund. Their products did not work on my vehicle and my headlights have irreversible damage to them as a result of that purchase. 

   

  Sincerely,

  
  ***********************

  Business response

  11/07/2023

  We have carefully considered your concerns and provided you with a detailed response. However, we understand that you remain dissatisfied with our previous efforts to address the issue. We want to clarify that we have made every reasonable effort to assist you with your concerns. We stand by our initial resolution, which included issuing a full refund for your order and allowing you to keep the parts. Our intention has always been to provide you with the necessary information and guidance to help make your LED headlights compatible with your older ****** model.

  We regret that our previous responses were not satisfactory to you. At this point, it appears that there is a fundamental disagreement about the nature of the issue and the appropriate resolution. We want to reiterate that we did not damage your headlights, and our recommendations were made with the best intentions to ensure a successful installation. It's important for both parties to come to a resolution that is fair and reasonable. In this case, we believe we have fulfilled our commitment by issuing a full refund and providing you with information on how to make the LED bulbs work with your vehicle. It is our hope that you can understand our position and that we have made every effort to assist you in resolving this matter.

  While we value you as a customer, we understand that there may be differences of opinion that cannot be resolved to your satisfaction. At this point, we believe it is best for both parties to move forward independently. We appreciate your business, and if you decide to shop elsewhere in the future, we respect your decision. Should you have any further questions or concerns that have not been addressed in our previous communications, please do not hesitate to contact us. 

  Customer response

  11/08/2023

   
  Complaint: 20810135
  
  I am rejecting this response because:
  

  Headlight Revolution asks customers to provide the year, make, and model of their vehicles in order to make a purchase of their LED products . Headlight Revolution was provided with the year, make, and model of my truck and knew that my ****** was an older model before I made any purchase. I asked for confirmation that their bulbs would be compatible with my vehicle and they confirmed several times.  Headlight Revolutions response is completely unsatisfactory . Why didnt they tell me the customer prior to making a purchase that these bulbs for my older vehicle would not be compatible? Why did they provide confirmation that it would be? I made the purchase trusting the information given. This is the definition of providing incorrect and misleading information from a business. After making a purchase they continued to provide information that did not result in making their bulbs work on my truck and caused damage to my headlights. Even going as far as asking me to purchase an additional part from a third party. Why didnt they mention this prior to making a purchase? Their products were not compatible with my vehicle and it is the responsibility of Headlight Revolution to have given that information prior to making any purchase. Headlight Revolutions position demonstrates  a lack of accountability in this specific case.

  Sincerely,
  
  ***********************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a set of AlphaRex luxx headlights for my 2013 Silverado on November 24, 2022 for $584.31 with coupon. Not quite 90 days later in early February 2023. I noticed that the passenger side high beam was burned out. This is not an ordinary led bulb, it is a led chip. I reached out to Headlight Revolution with a warranty claim on February 8, 2023. Spoke to ******* and explained my issue. I was told that ********* would get in touch with me by phone call or email. Did not get neither. Called again on February 9, 2023 and spoke to ****. I was given the same spiel as told me by *******. (********* would reach out to me). I reached out a third time, spoke with ****, I was given the same spiel as the others. I made my purchase with HR thinking that dealing with a supplier of this stature, that I would not have a problem if there was an issue with their product. Boy was I wrong. The lights were AWESOME for almost three months that they lasted. I am greatly disappointed in the lights and even more disappointed with your customer service. I wish that the customer service was as good as the lights appeared to be. I just want HR to honor their warranty to replace their faulty Headlight.DISSATISFIED CUSTOMER

  Business response

  03/06/2023

  We have since contacted the customer to resolve the issue with the warranty claim. This warrnaty goes through a 3rd party vendor that has recently started handling their own product warranties, communication from 3rd party vendor is a work in progess 

  Customer response

  03/06/2023

  Headlight Revolution reached out to me today and explained that they would contact AlphaRex (the manufacturer) to see what they would say. There was never a mention of a third party warranty company until I received your info this morning.

  Business response

  03/09/2023

  Yes of their recent protocol change, Alpharex has now requested to handle every warranty through their company directly. Attached their warranty guidelines here. 

  Customer response

  03/09/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/6/2022 I placed an order for ****: GTR I-LED ULTRA and ANTI-HYPERFLASH MODULES (FOR SIGNALS). My order number is: HR-******. Upon installation they did not work properly. On 1/5/2023 I requested a refund via their web site. At the time it said to look for an email with return instructions. I have never received an email. I attempted to call them and was placed on hold. After a considerable wait it sent me to voicemail and it said they would call me, they never have. I have emailed them daily with zero response. I just want a refund. On the attached jpeg you can see the order that doesnt have the request a refund option, thats because I requested it already. The other jpeg is a copy of their auto response when I asked via their web site where the information for the return was.

  Business response

  01/24/2023

  We refunded the customer their full amount for the order. 

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a product and it was never delivered. I paid for protection and even asked for signature required which was never put. I waited over a month for a solution and now I want my refund and this company keeps on forwarding me to the next guy.

  Business response

  09/14/2021

  Business Response /* (1000, 5, 2021/08/06) */ Reviewing the customer case on his initial order (HR-XXXXXX) the UPS driver did not get a signature that was required. The customer was send a replacement set on order (HR-XXXXXX) that the customer received and signed for on 7/13/2021. Screen shot records of both orders and UPS tracking are attached for records. Consumer Response /* (3000, 7, 2021/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The packages were shipped separately. I received the smaller package (the grease) and yes that was signed for. But the other package was never signed for so how could it have been released? The tracking number for the grease is as follows: 1z179arXXXXXXXXXXX (This package was signed for) The tracking number for the headlights is as follows: 1z179arXXXXXXXXXXX (This is the package in question) The images sent does not show this tracking number because they know it was a mistake on their end! Where is this tracking number information stating it was signed for? Business Response /* (4000, 9, 2021/08/16) */ Our facility sent out a replacement set on order HR-XXXXXX and was shown to be delivered on August 6th at 11:15am. UPS has started an investigation on this matter and we will have to wait for their findings. Once UPS has responded we will take the proper actin needed to resolve this issue. Screen shot form UPS are attached. Consumer Response /* (4200, 11, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want a record of tracking number 1z179arXXXXXXXXXXX of it being signed and who signed for it. This is Business Response /* (4000, 13, 2021/08/27) */ We have attached the tracking from the UPS website. UPS has started their own investigation on the matter of what happened to the second package that was sent form Alpharex. UPS stated the driver released the package. Until UPS notifies us on the matter we can not send a third package.

• Initial Complaint

  07/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have purchased a set of $1,125 headlight through Headlight Revolution (HR) November 30th 2020. I now have a warranty claim on the product (which is covered for 2 years) through Alpharex (headlight Mfr.). Since I've bought through HR, Alpharex wont deal with me directly and are making me deal with HR. They're (HR) now if telling me I have two choices first send the broken headlights back to Alpharex and wait for replacements, which is on my only mode of transportation meaning ill be driving for weeks without headlights on my truck. Second option is pay them $800 as a deposit, which i was never made aware of nor was it disclosed at the time of purchase. They have literally made it impossible for someone with two jobs and a budget to come up with $800 for a warranty claim. I've contacted Alpharex and they do not require this deposit as part of their warranty policy and procedures.

  Business response

  08/24/2021

  Business Response /* (1000, 9, 2021/08/10) */ After reviewing the case and discussing it with management we sent the customer a replacement set of housings with no deposit necessary. The customer was notified via email, screen shots attached for records. Consumer Response /* (2000, 11, 2021/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a ********* wiring harness as advertised by them for my truck and it turns out it's not for my year of truck. I have a 2011 Dodge Ram 1500. I emailed them to get a return address and they emailed me back, they gave me the return address and a link to look at instructions on returning it. I didn't think I needed instructions to return it since they gave me the address. Apparently you need a return authorization number and I didn't get one, I just returned the wiring harness. I have called them about 5 times trying to get my money back and they say since I didn't get a number it went to the warehouse and they'll have to look for it. They say they will call me back but they never do. It has been almost 3 months and still nothing. I just want my money back.

  Business response

  07/09/2021

  Business Response /* (1000, 9, 2021/07/01) */ The customer was contacted via email and after review we issued a refund for him. I attached a screenshot for records.

*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. ↩