Light N Up

I thought Mrs *** wanted to add more lights I did not realize that what she had was not working As soon as I hear this I fixed Mrs***s lights and she is now a happy customer once again I also placed more lights up free of charge because of the
misunderstanding *** Light N Up

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: Contract issue and customer service issue: stated that he would repair any problem with the Christmas lights he put up throughout the Christmas holiday (all of December) for no extra charge (already charged $600 to do the job). In the middle of December changed his voicemail to say there will be an extra charge for any repairs on the Christmas lights. Stated in the contract that they were not supposed to go up on the roof only use ladders. Also, stated in the contract that the would not wear spike shoes to put lights on palm trees. They however went against contract and went on our roof and used spikes on our palm trees. Huge chunks of our tree are now missing, taken out, from the spikes, may have to replace whole entire 12 ft. plus trees, damage is that bad. Also, stated that they would remove the staples that they used to put up the lights when taking them down, part of contract. Instead, they left all of the staples, not even removing one of them. Left them sticking out, dangerous and looks horrible. On top of it they charge way too much. We will be going with somebody else next year for sure but wanted to warn other customers out there in Yorba Linda not to go with this guy and his company. His name is [redacted].Desired Settlement: Them to come by and at least remove all of the staples they left behind from the trees, around the garage doors, and house where they put up the lights. A refund would also be nice since they didn't do what was in the contract- didn't come fix lights when they broke for no extra charge, used spikes on our trees, went up on our roof, and left all the staples on the house and trees.

Business

Response:

[redacted] / The Revdex.com,

I am sorry that you heard from a client of mine regarding service that was less than excellent. My goal is to provide each client with superior service.

We do try to take care of each client throughout the season so that may enjoy the true meaning of Christmas.

Here are the events as they happened as I recall:

November 14th lights installed. I was there at the tail end of the job to ensure customer satisfaction because I was called out by this client 4-5 times last year to fix minor problems and did so each time the client called. The client agreed and paid me when he saw that all the lights were in working order.

It was stated on this years contract that the guys were not to go on the roof and we scaled back the contract to eliminate the areas that they went on the roof last year and I asked the guys if they had gotten on the roof and this year and they said, "no".

My contact states that all lights will be removed between the 2nd and 20th of December and I had left a message on our answering machine that 'all lights should be down by the 9th. He called on the 8th that the lights be down by the 9th and I had a crew take down the lights on that date.

I got this letter stating the clients issues with us a few days after the 8th of January.

I contacted the client around January 11th and stated that we do not even use "SPIKES" ever nor do we/my crews own any for the palm trees decorations or take down. He said okay. I don't know where that accusation came from. We use ladders and extension poles.

He stated, "we left all the staples". Removing of the staples is a requirement of the crews that do take down so I went by to check and removed that staples that were left behind. This was a valid complaint. I am sorry that we missed left behind staples. This is not acceptable to me and I talked to the crew that did take down on this particular home. This was done on the 14th. Well within the contracted January 20th removal time frame as stated on this years signed contract.

I did go out two times that I remember this year, and left my business card, to fix lights that did not work. The two times I went out were NOT due to installation or defective lights but weather conditions which were beyond our control. We try to treat the client as we would want to and take care of them. I did not know that this particular client had any issues beyond what he called for (and I fixed) until I got the unsatisfactory letter.

I thought they were happy with our work and our work ethic since they decided to go with us after using us the previous year and fixing lights when they went out.

I have built a reputable company and take pride in its ownership. I am sorry if I have any unsatisfied clients. I understand that we can't please everyone but that will not stop us from trying to do so.

Sincerely,

Light N Up

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Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

They did not come out to fix problems with the lights. They stated they would charge more if they did therefore our lights barely worked all xmas. Also they are lying they did use spikes on our palm trees. I can take pictures to prove it. It has ruined my 10 ft tall plus palm trees

Review: On November 14, 2015 - Christmas lights were installed at my home. Mr. [redacted], Owner and his assistant placed lights on 3 palm trees and bushes. After one day of the lights working the middle strand on one of the palm trees stopped working. I immediately called Mr. [redacted] and requested a replacement of the lights. I disconnected all of the lights waiting on the repair to be completed. I asked that once the repair is completed to reconnect all the lights. As of Monday, December 14, 2015 - I have not heard anything from Mr. [redacted]. My calls have been completely ignored. My texts and emails also have been ignored. No response. The cost for the lights $300.00. I would never recommend this company to anyone. The product plus the customer service is terrible. What makes this situation so upsetting I've been a loyal customer for some 3 years and to be treated with such disrespect is unbelievable.Desired Settlement: I would appreciate a full refund of $300.00 as I have paid for product which is inferior and have not received acceptable customer service.

Business

Response:

I thought Mrs. [redacted] wanted to add more lights. I did not realize that what she had was not working. As soon as I hear this I fixed Mrs. [redacted]s lights and she is now a happy customer once again. I also placed more lights up free of charge because of the misunderstanding. [redacted] Light N Up

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,