MAJESTIC OUTDOOR LIGHTING

I have tried to get in touch with this client several times. She refuses to talk to me. In her own words she signed up for a maintenance contract and now wants to cancel. It is an optional maintenance contract that we provide to our clients. Again it is optional and she decided to sign up for it and...

pay for it. We did not force her to do this. My office is not authorized to just refund money to anyone that asks for a refund and they told the client that the client would need to talk to the owner directly. Instead of calling the owner, the client responded to the email saying “I will be disputing the charge and proceeding starting on Monday”. (see attached screen shot of email) This entire time she will not return my calls. I have left her voicemails and my office has also given her my cell number several times.   Now the client wants to cancel because she had a lightning strike and had most of her lights replaced by a landscape company. We do not refund money just because someone decides they don’t want to use our service even though they already agreed to and paid for it. She is trying to cancel it after signing up several months prior. I was going to try to work a pro-rated deal out with her but she refuses to talk to me so I can’t work out a resolution with her. She disputed the charge with Paypal and they responded to us saying they found in our favor. (see attached screen shot) We provide a very high-quality product and service to our clients. If there is ever an issue, I (the owner) work directly with the client to ensure a positive outcome. In this case, the client is unwilling to speak to me directly and instead chooses to slam our company online. I cannot work out a resolution if the client is going to refuse to talk to me.

The other companies that are giving quotes for $150 to replace 6 lights are not quoting the same product that we installed. Even if you don't charge any labor, that means the cost of the LED light would be $25/ea. The lights we used cost much more than that which is the reason for the higher invoice. Again, the invoice before, we did not charge for the LED lights because they were under warranty. In order to make a good faith effort to resolve this, we can reduce the invoice. We will reduce the invoice to $350+tax. Are you good with this?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I gratefully accept the reduction in price offered by the company and appreciate their efforts to work with me to resolve the issue.
Regards,
[redacted]

In order to help with our response, I am including some notes we have from our office below. Also, attached is a ticket that has the client signing off on replacing the light for $300+tax. We had already been out to the house a time before and the timer had gone bad. The client had a 2 year labor...

warranty which expired earlier in the year so we charged her a $100 service call charge plus $50 for a new timer. She called into the office and was upset. Our office manager spoke to the owner and got permission to waive the entire fee. So, the $150 charge was reduce to $0. Now the client is complaining about paying another bill in the amount of $300+tax for a light that has not been maintained and was filled with ants. The client signed off on this and was also told ahead of time that she will need to treat for ants because it is not covered under warranty (see notes below). As you can see by earlier correspondence with client we are more than willing to do what we need to do in order to keep our clients happy. We had already waived a $150 fee because she stated she did not know there would be a charge. Which is why before we went the next time our office manager took time on the phone to review all of her warranties and what would be covered and what would not. Our office also offered to have her speak with one of the owners which as you can see below, she did not want to and instead threatened to sue. 1. Customer called the office because all her light were out and wanted them on before Thanksgiving.2. 11/21/17 Svc Call Replaced timer. It would not turn on.  ** noticed she had ants while there and notified customer to treat them.3. Billed for svc call and timer of $150 +tax p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 15.0px Calibri; color: #272727; -webkit-text-stroke: #272727} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 15.0px Calibri; color: #005bbe; -webkit-text-stroke: #005bbe} p.p3 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px 'Helvetica Neue'; color: #323333; -webkit-text-stroke: #323333} p.p4 {margin: 0.0px 0.0px 0.0px 0.0px; font: 15.0px Calibri; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} span.s2 {font-kerning: none; color: #272727; -webkit-text-stroke: 0px #272727} span.s3 {text-decoration: underline ; font-kerning: none; color: #005bbe; -webkit-text-stroke: 0px #005bbe} span.s4 {font: 11.0px Helvetica; font-kerning: none} 4. 12/15/17- Call NoteI spoke with [redacted], who is the one that called to complain. After listening to the customers concerns for a good 10 minutes until she had completely gotten everything off her mind, she thanked me for listening. She did speak with [redacted], but says [redacted] wouldn’t give her any clear answers so she is still confused. She didn’t understand how the bill was $162. I went over it with her and she said it makes sense, but she was just unaware that there would be any charges. I waived her bill, approved by [redacted]. I went over her proposal with her, clearly explained her warranties and what it does and does not cover. She mentioned ants and I explained that would be damage to the system, and not covered. Explained what she will pay for going forward. She said “Thank you, that’s all I was wanting…a clear explanation and pricing from someone”. She clearly stated that she understands and is aware of future payments ($100 svc call, etc.), and that she if pleased again with our company. ** 5. 12/18/17 - Svc Call12:00p-12:50p: Service Call: Price to change light $300 + tax. *Signed Ticket & notes scanned to files. Slammed door in face, threatened to sue. Light filled with ants-voided manufacturer’s warranty. They want new light, don't want to pay for new light. 6. Billed for $300 +tax 7. Spoke with [redacted] on 12/19- she said that this is ridiculous and that she is not paying for the light even though [redacted] signed off on it.  She said she did not know about the ants even though I clearly stated that they are damage to the system and not a manufacturer defect therefore are not covered under that warranty, and if we come out and find the light is not working due to ants, she will be charged.  She said she is going to contact her lawyer and sue us.  I offered to have one of the owners contact her and she said no need, because her lawyer will be contacting us.

Complaint: [redacted]
I am rejecting this response because:Attachment 1 indicates that Pay Pal has now decided in my favor and I will receive a credit to my account.  The company was deceptive in their original response and tried to deny my refund by referring to the costs spent in July.   However since they billed it after their response to Paypal and I presented that as a fact they decided in my favor.The company owner called me one time and has never directly emailed me to resolve any issues.   I have been advised that given the inconsistencies between their statements over the phone and their behavior that all correspondence should be put in writing.I had a service call for all 22 lights in February and was billed 100.  This is consistent with my discussions with [redacted] on the amount of time required for a service call and the expected billing.  However I was billed on August 25th for 750 for the service of six lights! This is outrageous.   I was also advised that despite the fact that I was never billed for the service it was past due which makes no sense.The personnel were at my home and spent approximately 5 minutes on each light in the tree.  This is consistent for the most part with the amount reflected in the sample time attachment.  As my security cameras from that day would show they spent more time sitting around in my driveway than actually doing the work.  It will also show that they left trash in the yard and that there are wires hanging off the trees.  Based on discussions with other lighting companies the expected charge for changing 6 lights bulbs and inspecting the wiring for lightning damage is no more than 100.   The labor charge for the replacement of 16 lights in the front and inspecting those wires and testing the current and new lights was 2 hours.     I would be more than happy to pay a revised bill that is emailed to me that is consistent with their original bill and the estimates I have received from other companies for the same service but being billed 750 is not consistent with any discussions with the company, past billings or the market price for this service.   This was a billing in response to my negative but truthful reviews of the company.  I would be happy to change any wording in any of my negative reviews that is not accurate but I cannot in any way recommend this company and other customers need to understand that a service call for 22 lights for 100 in one month might end up being over 100 per light in another month.

Complaint: [redacted]
I am rejecting this response because: 
My
reviews are totally accurate and supportable.  I was only being courteous
since they seem to have an issue with them. 
 
The
750 is not reasonable or market.  I received other estimates recently and
the highest one was for 200.  In that case the company wanted to fix the
wires that are hanging off the tree and bury other exposed wires which is what
Majestic should have done. The company that is handling my front lights was
willing to do the work for the cost of the light bulbs only.  Other
estimates are closer to 100 or 150. 
 
If
the company provides me with an invoice on paypal that is more reasonable and
consistent with other estimates I would be more than happy to pay it. 
However I received no indication or warning that the service would be that high
from Jennifer especially given the previous invoice.   If I had
received any warning I would have used another company for the work since I
already had an outstanding offer to do the work for the cost of the
lights. 
Regards,
[redacted]