When I realized the in ground outdoor lights that were sent to me were literally rotting away, I contacted Contractors Choice by email which is the only way you can reach them with a complaint.
After waiting 2 months from Denise who handles claims, I got a reply that 'a manager was reviewing my case'. After another long wait, I called and Denise said, "Clearly the lights need to be replaced" and I was given a UPS tracking number. My new lights had been shipped!
Turned out the number was a fake.
Then Denise, who is probably just an innocent victim in this charade, said she would look into this and. Guess what? She JUST needed one more signature and the shipment would be released! Which (after 2 more weeks) she got!
Then another UPS tracking number was was given to me. Also fake. This was, by now, October.
Then I asked to speak to a supervisor. Laura came on the phone. I explained. I never heard from her again, however, and when I called again, I was back to talking to Denise (who I must say sounds ALOT like Laura) and she said they had realized I needed to sign an invoice - "A zero amount invoice" I asked?"Yes." She would fax it to me and I would sign it saying they had fulfilled their commitment. I waited to receive the fax. It never came. I called. I said "use another fax machine." I said "email it as an attachment". Nothing arrived.
Then a guy named Tom answered the phone when I called (by now it was November!) and he said he just had to go over all this with the owner. "Clearly, the fixture fittings are under warranty" he said. "Im here to try to repair the reputation of this co." And he really DID sound like he was trying to figure this all out. But I emailed the next Monday (maddeningly, they are closed from Friday-Sunday) and got the following email:
To xxx,
There is no replacement. After reviewing your claim, the owner of the company wants no business with you.
(unsigned).
I was stunned! I contacted the Better Business Bureau immediately.
Following is my original complaint, submitted online on August 18:
Quantity-I1:2
ITEM#1 Description: I ordered 5 in-well outdoor lights (inv #7027942) and had them installed about 4 months ago. Two have already malfunctioned. When I changed the bulbs and could see that the covering for the bulb contacts were rusty and the lights would not go on. Since they have to be taken out by an electrician, I'd like to return all 5 since they are all going to rot, obviously. I'd like to reorder them with injecta-seal if you think that will stop this from happening. They
are great lights - when they work. If I don't return them all at once I will have to get an electrician back here several times which is very expensive. I live in Brooklyn and the lights are in my garden. I could order the new lights now and return the lights when the electrician replaces them.
Item#2: PG 707
Quantity-I2:1
ITEM#2 Description: I ordered a replacement (invoice #7041410) for the first light when the inside corroded. I just received a slightly different light - the screws are different - it requires a hexagonal tool to unscrew instead of a Phillips head. It also came with no base. I would prefer that all the lights be the same since its a hassle to have two tools to replace the lights.
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