Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a client of ************** Dressage, a private training barn in ********, **, working under *********************************, who is a well-known dressage trainer in her own right and also the Dressage Coach for the ******** Equestrian Team. In July 2022, we the members of the barn decided to pool our money and purchase mirrors for our outdoor training arena. LiteMirror, on its website Arena Mirrors page, represented itself as a lighter weight option to regular mirrors, highlighting their product installed in outdoor arenas similar to ours.When we made the initial purchase, it was based on the information on their website, and direct conversations with them about our intended outdoor use of the product. At the time, and to this day on their website, they recommend outdoor protective screens, but at no point did they indicate that screens were *required*. Moreover, on their Arena Mirrors page, they show 2 photos of outdoor Arena Mirrors, NEITHER with a screen. In late July, we ordered 5 mirror panels (#*****), which were installed in August 2022 by a reputable contractor modeled on LiteMirror examples.After 6 months, the LiteMirrors became unusable. In winter weather, they completely shredded in the wind, with strips tearing and ripping off during winter rainstorms. We notified LiteMirrors by email on 2/9/2023, and on 2/14/2023. Their response was that a) it was our fault because we had failed to buy their protective screens and b) accused us of having taken a knife to our own mirrors and c) that we threatened them.We have tried to settle this amicably. After several attempts on my part, our trainer contacted them again in early March and politely requested a full refund of the cost of the mirror panels and shipping. Total expenditures on our part were: $2375 for 5 panels of 60x72 mirrors, shipping of $325 (+ labor & materials). They responded with yet more threats and rudeness.We seek your help in redressing this situation,************** Clients

  Business Response

  Date: 04/03/2023

  LiteMirror has been selling arena mirrors for indoor and outdoor applications for years.  We provide a 4 page Arena Mirror information packet providing info on the installation and care for the product. This includes purchasing screens/shades that we sell OR to build a door or curtain to protect the mirrors from windblown debris, birdstrikes or other animals from charging at themselves.  This was provided to this customer no less than 3 times.  When ****************** first requested information from us in the very first communication, she asked for pricing on arena mirrors "plus screens to protect the mirrors". So she was well aware that protection is necessary.  It is not mandatory that they purchase shades from us - just PROTECT THE MIRRORS- in any fashion.  We have communicated this to her and ********************************* several times. Even at purchase, the customer was provided with an automatic email of the 4 page Arena Mirror information packet.  

   

  Five months after receiving the mirrors they communicated that the mirrors were damaged.  While we have a 90 day manufacturers warranty, but this is not a manufacturers defect.  This was the unfortunate circumstance where the customer did not follow our directions.  Additionally - we offered to resurface the mirrors for 40% of the original cost.

  All communications between ****************** and ************************ is attached.  We have sold these mirrors to hundreds of arenas in the US and ******.  We wish they followed our instructions they would have had many many enjoyable years including the safety factor which can not be understated enough.

   

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  If LiteMirror is *requiring* screens in order to have their product work in an outdoor environment, then that requirement MUST be EXPLICTLY stated on their site, INCLUDING CITING THE COSTS FOR THE SCREENS in addition to the cost of the mirrors, and not including any photos of outdoor LiteMirror installations WITHOUT SCREENS -- which is what their web site currently says and is supported by the photos on their web site.  Had we been aware that the screens were *required*, we would not have purchased their product because their screens would have more than doubled the purchase price of the LiteMirrors.  As it is, they are seriously misleading consumers on the ***** COST of their mirrors, and are actively deceiving consumers that they can install the mirrors -- because the screens are only "recommended" not required.  But when their mirrors are destroyed by weather, then they blame the consumer for having taken them at face value that the screens were "recommended" -- which the average consumer would conclude that they are optional, not NECESSARY.  We do not believe anyone else should be misled by their false advertising.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 04/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  None of the responses by the business even remotely satisfy our request that they CLARIFY ON THEIR WEB SITE THAT THEIR OUTDOOR MIRRORS REQUIRE COVERINGS, RATHER THAN "RECOMMEND".  We completely reject their ridiculous offer of "resurfacing" their product -- AT OUR COST!!  Our barn has unanimously and without exception concluded that their "mirrors" are not fit for purpose for outdooers -- a statement which has been voluntarily offered by all the other trainers and guests who have visited our barn, and seen the "mirrors" in shreds, or seen the photos, and seen the destruction at first hand.  The business has not behaved ethically, and keeps throwing up the windscreen of "I told you so" -- WHEN IT IS OBVIOUS FROM A SIMPLE INSPECTION OF THEIR WEB SITE THAT THE STATEMENT OF "YOU SHOULD HAVE USED COVERS" IS FALSE SINCE THEIR WEB SITE CONTINUES TO SHOW OUTSIDE MIRRORS WITH NO COVERS. 

  We will never, under any circumstance use these products again, and given their dismissive and arrogant attitude towards customer service, ever want to do business with them again.  HOWEVER WE BELIEVE IT IS IMPORTANT TO WARN OTHERS OF THEIR MISLEADING WEB SITE AND THEIR INCREDIBLY UNRESPONSIVE CUSTOMER SERVICE.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/18/2023

  We have provided all the information necessary to advise customers of what the mirrors are made from and how to care for them- this information was provided (3) THREE times along with pricing options for shades at the customer's initial request.   The customer used the mirrors without following our recommendations (for protective screens, shades, curtains or door), happily for 6 months. Once it was ultimately were ruined by the outdoor elements, they're now complaining.  We tried to provide a resolution to no avail.