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Sent: Thursday, July 02, 9:AM To: drteam Subject: Response to complaint # [redacted] ProLight Outdoor Solutions Dispute Resolution Team, The following is in response to a customer complaint Revdex.com Case # [redacted] – ProLight Outdoor Solutions by [redacted] On July 9th, Prolight Outdoor Solutions closed the invoice for [redacted] (Paid In Full) to install Landscape Lighting to his front and back yard Prior to the installation of these lights, ProLight instal [redacted] a demonstration system using all professional grade fixtures and equipment This demonstration system was left at the property for a few nights so [redacted] and his family had the chance to look at the system and make any changes they wanted to prior to the finalization of the system A few days after the installation of the Demonstration system, [redacted] cal [redacted] and told me that he would prefer to use path lights that were already existing in the yard rather than the professional grade fixtures we offered him We told him at the time (and we were very very clear) that we would have no problem installing the fixtures he provided to us, but that we would NOT warranty those fixtures or the [redacted] that went with them These fixtures that [redacted] gave us to install were not professional grade, they are very cheap lights and all four of them were in different phases of corrosion, broken seals, and missing lenses In October 2014, [redacted] contacted us to come out and look at one of lights he provided that was no longer working We told him we would be happy to come out, but we informed him that as per the contract, he would be charged $Service fee if we got out there and it turned out to NOT be a warranty issue [redacted] was angry, rude, unreasonable, and very confrontational when I explained to him again that the lights he provided were NOT under warranty and that he would be charged $service fee if it wasn’t a warranty issue Finally, after several rude and confrontational emails, [redacted] agreed to have us come out and look at the problem and pay the $“non-warranty” service call if it wasn’t a warranty issue The problem with this light was that the seal had broken (the seal was broken when he gave us the light to install) allowing water to flow directly into the bulb housing (acts of nature are not covered under our warranty) This water burned out the [redacted] bulb we had instal*** Upon finding this, we replaced the bulb (there was nothing we could do about the broken seal) and took care of a bunch of wiring in the backyard that his dogs had dug/chewed up He was issued the “non-warranty” service call invoice which he promptly paidAfter the fact customer care is a very high priority to my company We install only the best lights money can buy, and we use the best wiring techniques and connectors of any lighting company in Houston Our referrals come from being there in a timely manner to take care of our customers when something goes wrong When we get a call from a relatively new customer that is having a problem with something we have done, we will reschedule other jobs to take care of this customer first Because of this, we have to charge an emergency service call ($125) if we get out to the customers house and find that it was NOT in fact warranty issue This is standard industry practice, and clearly written on the contractI believe it was june of this year that [redacted] cal [redacted] me and said that once again, one of these lights were out Again, we explained to [redacted] that we would be happy to go out and take a look, but that if the issue he was having us go out to look at (ieHis existing lights) was not under warranty that we would charge him a $“non-warranty” service call fee When we got to his house, we found that the light he had us out for was indeed one of these lights, we let him know there was nothing we could do and he (as promised) was issued an invoice for $which he has refused to pay Important to note as well: [redacted] asked us to come out and give him an estimate for some additional lighting in his backyard We told him that we feel courtesy goes both ways and because of his rudeness and confrontational tone, we were not willing to do any further business with him This is when he became upset and decided to lodge his complaint I also feel that it is possible that [redacted] ’s mind is “slipping” because when he cal [redacted] us to fix one of the fixtures he provided to us, he swore up and down that this was a fixture that we provided which obviously was not the case Also, [redacted] was made fully aware that the lights he provided for us to install were extremely poor quality lights and probably would not last much longer Now [redacted] is attempting to bully, and threaten us using the Revdex.com and threats of taking us to court to make us pay for his decision to use inferior lights in his yardAnother thing that [redacted] was made very clear about was the fact that his system had no warranty as long as he owed us money He was told that as soon as he paid the $he owed us, that we would be happy to go out and deal with any legitimate warranty issues he had and we still stand by this We will happily go out and take care of the all of the issues that we are responsible for as soon as we have the money that he owes us or a promise to have a check for $the day we come out [redacted] is in breach of contract by refusing to pay this service charge, therefore the warranty on his system has been suspended until we receive the money he owes us Desired Settlement: [redacted] needs to pay us the $service call he owes us As soon as he does that, we will get out to his home as soon as possible to take care of the issues that are legitimate warranty issues (This does NOT include the path lights he provided or the [redacted] instal [redacted] in them) Bruce C [redacted] (Owner, Lead Designer) ProLight Outdoor Solutions [redacted]

Sent: Wednesday, July 15, 6:PMTo: drteamSubject: Ref: Complaint [redacted] Dispute resolution team, In response to [redacted] ’s response, [redacted] ’s assumptions and assertions are factually incorrect His most recent response was addressed several times at the time of the installation [redacted] was not charged $for a bulb He was charged $the first time for the same reason he was charged $the second time Both times were because he cal [redacted] us out to do a warranty repair that was not under warranty This is as per our contract and this was explained to him on multiple occasions since the installation He is definitely correct when he stated that if another company touches that lighting system, then any warranties he had with us would be void Our warranties are based on a certain level of quality in what we do and the way we install If he gets another company to go out and lessen that quality, then we cannot be held responsible for a failure of the system in the future This as well as the $non-warranty service call is all industry standard stuff and this was all explained to [redacted] in detail We believe at this point it is best to let the courts decide Obviously, [redacted] feels he is right He is NOT right and I look forward to getting this finally sett*** If that has to be a court hearing, then so be it Again, [redacted] was informed prior to the installation that we would be happy to install the inferior lights he wanted us to install and upgrade them to [redacted] But we were very clear when we told him that those lights would have no warranty and neither would the [redacted] we put in them We made this very clear in the beginning and we have made that very clear since the installation This is nothing more than a homeowner trying to go against what he agreed to, and threatening me with bad reviews, Revdex.com complaints and lawsuits to in order to renege on what he agreed too I hate that it has come to this My company has a great reputation of fair and honorable dealings I guess you can’t be in this business forever without running into truly dishonorable and unreasonable people like [redacted] , and I will not be bullied or manipulated by his threats We look forward to getting this sett [redacted] (in court if that’s what has to happen) Respectfully, Bruce C [redacted] Owner, ProLight Outdoor Solutions

Revdex.com: 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 Pro Lights instal [redacted] lamps and should be warranted since he furnished those productsI was charged $for a replacement bulbThey charged me another $the second time and did not provide a replacement bulbThe light is still outThe $charge is disputedA reputable company should understand what a disputed invoice is aboutI will be glad to pay the $for the replacement bulb but not $for nothingRegardless, they still need to come out to honor their warrantyThe July 15, deadline is thereFailure to honor their warranty is deceptive tradePro Lights has already said to me to sue them to force them to honor their warrantyI stand by my July 15, deadline and will get another company to handle their failure to warrantyPro Lights has stated if another company works on repairing their two defective lights they have furnished and instal [redacted] that it will completely void their warranty on the entire system Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Pro Lights instal*** *** lamps and should be warranted since he furnished those productsI was charged $for a replacement bulbThey charged me another $the second time and did not provide a replacement bulbThe light is still outThe $charge is disputedA reputable company should understand what a disputed invoice is aboutI will be glad to pay the $for the replacement bulb but not $for nothingRegardless, they still need to come out to honor their warrantyThe July 15, deadline is thereFailure to honor their warranty is deceptive tradePro Lights has already said to me to sue them to force them to honor their warrantyI stand by my July 15, deadline and will get another company to handle their failure to warrantyPro Lights has stated if another company works on repairing their two defective lights they have furnished and instal*** that it will completely void their warranty on the entire system
Regards,

Sent: Wednesday, July 15, 2015 6:57 PM To: drteam Subject: Ref: Complaint [redacted]   Dispute resolution team,   In response to [redacted]’s response,   [redacted]’s assumptions and assertions are factually incorrect.  His most recent response was addressed several times at the time of the installation.  [redacted] was not charged $125 for a bulb.   He was charged $125 the first time for the same reason he was charged $125 the second time.  Both times were because he cal[redacted] us out to do a warranty repair that was not under warranty.  This is as per our contract and this was explained to him on multiple occasions since the installation.  He is definitely correct when he stated that if another company touches that lighting system, then any warranties he had with us would be void.  Our warranties are based on a certain level of quality in what we do and the way we install.  If he gets another company to go out and lessen that quality, then we cannot be held responsible for a failure of the system in the future.  This as well as the $125 non-warranty service call is all industry standard stuff and this was all explained to [redacted] in detail.    We believe at this point it is best to let the courts decide.  Obviously, [redacted] feels he is right.  He is NOT right and I look forward to getting this finally sett[redacted].  If that has to be a court hearing, then so be it.       Again, [redacted] was informed prior to the installation that we would be happy to install the inferior lights he wanted us to install and upgrade them to [redacted]…  But we were very clear when we told him that those lights would have no warranty and neither would the [redacted] we put in them.  We made this very clear in the beginning and we have made that very clear since the installation.  This is nothing more than a homeowner trying to go against what he agreed to, and threatening me with bad reviews, Revdex.com complaints and lawsuits to in order to renege on what he agreed too.  I hate that it has come to this.  My company has a great reputation of fair and honorable dealings.  I guess you can’t be in this business forever without running into truly dishonorable and unreasonable people like [redacted], and I will not be bullied or manipulated by his threats.  We look forward to getting this sett[redacted] (in court if that’s what has to happen).    Respectfully,   Bruce C[redacted] Owner, ProLight Outdoor Solutions

Sent: Thursday, July 02, 2015 9:27 AM To: drteam Subject: Response to complaint #[redacted] ProLight Outdoor Solutions   Dispute Resolution Team,   The following is in response to a customer complaint Revdex.com Case # [redacted] – ProLight Outdoor Solutions by [redacted]. On July 9th, 2014...

Prolight Outdoor Solutions closed the invoice for [redacted] (Paid In Full) to install Landscape Lighting to his front and back yard.  Prior to the installation of these lights, ProLight instal[redacted] a demonstration system using all professional grade fixtures and equipment.  This demonstration system was left at the property for a few nights so [redacted] and his family had the chance to look at the system and make any changes they wanted to prior to the finalization of the system.  A few days after the installation of the Demonstration system, [redacted] cal[redacted] and told me that he would prefer to use 4 path lights that were already existing in the yard rather than the professional grade fixtures we offered him.  We told him at the time (and we were very very clear) that we would have no problem installing the fixtures he provided to us, but that we would NOT warranty those fixtures or the [redacted] that went with them.  These fixtures that [redacted] gave us to install were not professional grade, they are very cheap lights and all four of them were in different phases of corrosion, broken seals, and missing lenses.  In October 2014, [redacted] contacted us to come out and look at one of lights he provided that was no longer working.  We told him we would be happy to come out, but we informed him that as per the contract, he would be charged $125 Service fee if we got out there and it turned out to NOT be a warranty issue.  [redacted] was angry, rude, unreasonable, and very confrontational when I explained to him again that the lights he provided were NOT under warranty and that he would be charged $125 service fee if it wasn’t a warranty issue.  Finally, after several rude and confrontational emails, [redacted] agreed to have us come out and look at the problem and pay the $125 “non-warranty” service call if it wasn’t a warranty issue.  The problem with this light was that the seal had broken (the seal was broken when he gave us the light to install) allowing water to flow directly into the bulb housing (acts of nature are not covered under our warranty).  This water burned out the [redacted] bulb we had instal[redacted].  Upon finding this, we replaced the bulb (there was nothing we could do about the broken seal) and took care of a bunch of wiring in the backyard that his dogs had dug/chewed up.  He was issued the “non-warranty” service call invoice which he promptly paid. After the fact customer care is a very high priority to my company.  We install only the best lights money can buy, and we use the best wiring techniques and connectors of any lighting company in Houston.  Our referrals come from being there in a timely manner to take care of our customers when something goes wrong.  When we get a call from a relatively new customer that is having a problem with something we have done, we will reschedule other jobs to take care of this customer first.  Because of this, we have to charge an emergency service call ($125) if we get out to the customers house and find that it was NOT in fact warranty issue.   This is standard industry practice, and clearly written on the contract. I believe it was june of this year that [redacted] cal[redacted] me and said that once again, one of these lights were out.  Again, we explained to [redacted] that we would be happy to go out and take a look, but that if the issue he was having us go out to look at (ie. His existing lights) was not under warranty that we would charge him a $125 “non-warranty” service call fee.  When we got to his house, we found that the light he had us out for was indeed one of these lights, we let him know there was nothing we could do and he (as promised) was issued an invoice for $125 which he has refused to pay.  Important to note as well:  [redacted] asked us to come out and give him an estimate for some additional lighting in his backyard.  We told him that we feel courtesy goes both ways and because of his rudeness and confrontational tone, we were not willing to do any further business with him.  This is when he became upset and decided to lodge his complaint.  I also feel that it is possible that [redacted]’s mind is “slipping” because when he cal[redacted] us to fix one of the fixtures he provided to us, he swore up and down that this was a fixture that we provided which obviously was not the case.  Also, [redacted] was made fully aware that the lights he provided for us to install were extremely poor quality lights and probably would not last much longer.  Now [redacted] is attempting to bully, and threaten us using the Revdex.com and threats of taking us to court to make us pay for his decision to use inferior lights in his yard. Another thing that [redacted] was made very clear about was the fact that his system had no warranty as long as he owed us money.  He was told that as soon as he paid the $125 he owed us, that we would be happy to go out and deal with any legitimate warranty issues he had and we still stand by this.  We will happily go out and take care of the all of the issues that we are responsible for as soon as we have the money that he owes us or a promise to have a check for $125 the day we come out.  [redacted] is in breach of contract by refusing to pay this service charge, therefore the warranty on his system has been suspended until we receive the money he owes us.  Desired Settlement:  [redacted] needs to pay us the $125 service call he owes us.  As soon as he does that, we will get out to his home as soon as possible to take care of the issues that are legitimate warranty issues.  (This does NOT include the 4 path lights he provided or the [redacted] instal[redacted] in them)   Bruce C[redacted]  (Owner, Lead Designer) ProLight Outdoor Solutions [redacted]

Revdex.com:
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 There was NO warranty work done for the second trip charge of $125.00 There was NOTHING done on that second charge which is disputed. The deficient light bulb was burned out and was not replaced. The deadline to remedy the warranty problems of several lights being out which they had instal[redacted] along with electrical wiring coming off tree lights has passed. Their failures to first document what was done in the second invoice for $125.00 and their failure to uphold and observe their warranties is noted so remedies are being made to correct their defective work. I have looked at their original invoice and believe there are lights that were charges which were never instal[redacted]. This matter will be going to JP Court since they refuse to honor their warranties and for the JP Court to provide a Court Order to compel the company to uphold their warranty in the future regardless of whether another company worked on the lighting system. I ask the Revdex.com to keep this blemish on this company's record so other people know they do not observe their warranty. I again re-iterate that there was NO work or services provided for the second invoice for $125.00 so it is disputed!

Revdex.com:
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.  
Pro Lights instal[redacted] lamps and should be warranted since he furnished those products. I was charged $125 for a replacement bulb. They charged me another $125 the second time and did not provide a replacement bulb. The light is still out. The $125 charge is disputed. A reputable company should understand what a disputed invoice is about. I will be glad to pay the $125 for the replacement bulb but not $125 for nothing. Regardless, they still need to come out to honor their warranty. The July 15, 2015 deadline is there. Failure to honor their warranty is deceptive trade. Pro Lights has already said to me to sue them to force them to honor their warranty. I stand by my July 15, 2015 deadline and will get another company to handle their failure to warranty. Pro Lights has stated if another company works on repairing their two defective lights they have furnished and instal[redacted] that it will completely void their warranty on the entire system.
Regards,

Revdex.com:
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.  [Provide details of why you are not satisfied with this resolution.]
Regards,
 There was NO warranty work done for the second trip charge of $125.00 There was NOTHING done on that second charge which is disputed. The deficient light bulb was burned out and was not replaced. The deadline to remedy the warranty problems of several lights being out which they had instal[redacted] along with electrical wiring coming off tree lights has passed. Their failures to first document what was done in the second invoice for $125.00 and their failure to uphold and observe their warranties is noted so remedies are being made to correct their defective work. I have looked at their original invoice and believe there are lights that were charges which were never instal[redacted]. This matter will be going to JP Court since they refuse to honor their warranties and for the JP Court to provide a Court Order to compel the company to uphold their warranty in the future regardless of whether another company worked on the lighting system. I ask the Revdex.com to keep this blemish on this company's record so other people know they do not observe their warranty. I again re-iterate that there was NO work or services provided for the second invoice for $125.00 so it is disputed!

Sent: Wednesday, July 15, 2015 6:57 PMTo: drteamSubject: Ref: Complaint [redacted]   Dispute resolution team,   In response to [redacted]’s response,   [redacted]’s assumptions and assertions are factually incorrect.  His most recent response was addressed several times at the time of the installation.  [redacted] was not charged $125 for a bulb.   He was charged $125 the first time for the same reason he was charged $125 the second time.  Both times were because he cal[redacted] us out to do a warranty repair that was not under warranty.  This is as per our contract and this was explained to him on multiple occasions since the installation.  He is definitely correct when he stated that if another company touches that lighting system, then any warranties he had with us would be void.  Our warranties are based on a certain level of quality in what we do and the way we install.  If he gets another company to go out and lessen that quality, then we cannot be held responsible for a failure of the system in the future.  This as well as the $125 non-warranty service call is all industry standard stuff and this was all explained to [redacted] in detail.    We believe at this point it is best to let the courts decide.  Obviously, [redacted] feels he is right.  He is NOT right and I look forward to getting this finally sett[redacted].  If that has to be a court hearing, then so be it.       Again, [redacted] was informed prior to the installation that we would be happy to install the inferior lights he wanted us to install and upgrade them to [redacted]…  But we were very clear when we told him that those lights would have no warranty and neither would the [redacted] we put in them.  We made this very clear in the beginning and we have made that very clear since the installation.  This is nothing more than a homeowner trying to go against what he agreed to, and threatening me with bad reviews, Revdex.com complaints and lawsuits to in order to renege on what he agreed too.  I hate that it has come to this.  My company has a great reputation of fair and honorable dealings.  I guess you can’t be in this business forever without running into truly dishonorable and unreasonable people like [redacted], and I will not be bullied or manipulated by his threats.  We look forward to getting this sett[redacted] (in court if that’s what has to happen).    Respectfully,   Bruce C[redacted] Owner, ProLight Outdoor Solutions

Sent: Thursday, July 02, 2015 9:27 AMTo: drteamSubject: Response to complaint #[redacted] ProLight...

Outdoor Solutions   Dispute Resolution Team,   The following is in response to a customer complaint Revdex.com Case # [redacted] – ProLight Outdoor Solutions by [redacted]. On July 9th, 2014 Prolight Outdoor Solutions closed the invoice for [redacted] (Paid In Full) to install Landscape Lighting to his front and back yard.  Prior to the installation of these lights, ProLight instal[redacted] a demonstration system using all professional grade fixtures and equipment.  This demonstration system was left at the property for a few nights so [redacted] and his family had the chance to look at the system and make any changes they wanted to prior to the finalization of the system.  A few days after the installation of the Demonstration system, [redacted] cal[redacted] and told me that he would prefer to use 4 path lights that were already existing in the yard rather than the professional grade fixtures we offered him.  We told him at the time (and we were very very clear) that we would have no problem installing the fixtures he provided to us, but that we would NOT warranty those fixtures or the [redacted] that went with them.  These fixtures that [redacted] gave us to install were not professional grade, they are very cheap lights and all four of them were in different phases of corrosion, broken seals, and missing lenses.  In October 2014, [redacted] contacted us to come out and look at one of lights he provided that was no longer working.  We told him we would be happy to come out, but we informed him that as per the contract, he would be charged $125 Service fee if we got out there and it turned out to NOT be a warranty issue.  [redacted] was angry, rude, unreasonable, and very confrontational when I explained to him again that the lights he provided were NOT under warranty and that he would be charged $125 service fee if it wasn’t a warranty issue.  Finally, after several rude and confrontational emails, [redacted] agreed to have us come out and look at the problem and pay the $125 “non-warranty” service call if it wasn’t a warranty issue.  The problem with this light was that the seal had broken (the seal was broken when he gave us the light to install) allowing water to flow directly into the bulb housing (acts of nature are not covered under our warranty).  This water burned out the [redacted] bulb we had instal[redacted].  Upon finding this, we replaced the bulb (there was nothing we could do about the broken seal) and took care of a bunch of wiring in the backyard that his dogs had dug/chewed up.  He was issued the “non-warranty” service call invoice which he promptly paid. After the fact customer care is a very high priority to my company.  We install only the best lights money can buy, and we use the best wiring techniques and connectors of any lighting company in Houston.  Our referrals come from being there in a timely manner to take care of our customers when something goes wrong.  When we get a call from a relatively new customer that is having a problem with something we have done, we will reschedule other jobs to take care of this customer first.  Because of this, we have to charge an emergency service call ($125) if we get out to the customers house and find that it was NOT in fact warranty issue.   This is standard industry practice, and clearly written on the contract. I believe it was june of this year that [redacted] cal[redacted] me and said that once again, one of these lights were out.  Again, we explained to [redacted] that we would be happy to go out and take a look, but that if the issue he was having us go out to look at (ie. His existing lights) was not under warranty that we would charge him a $125 “non-warranty” service call fee.  When we got to his house, we found that the light he had us out for was indeed one of these lights, we let him know there was nothing we could do and he (as promised) was issued an invoice for $125 which he has refused to pay.  Important to note as well:  [redacted] asked us to come out and give him an estimate for some additional lighting in his backyard.  We told him that we feel courtesy goes both ways and because of his rudeness and confrontational tone, we were not willing to do any further business with him.  This is when he became upset and decided to lodge his complaint.  I also feel that it is possible that [redacted]’s mind is “slipping” because when he cal[redacted] us to fix one of the fixtures he provided to us, he swore up and down that this was a fixture that we provided which obviously was not the case.  Also, [redacted] was made fully aware that the lights he provided for us to install were extremely poor quality lights and probably would not last much longer.  Now [redacted] is attempting to bully, and threaten us using the Revdex.com and threats of taking us to court to make us pay for his decision to use inferior lights in his yard. Another thing that [redacted] was made very clear about was the fact that his system had no warranty as long as he owed us money.  He was told that as soon as he paid the $125 he owed us, that we would be happy to go out and deal with any legitimate warranty issues he had and we still stand by this.  We will happily go out and take care of the all of the issues that we are responsible for as soon as we have the money that he owes us or a promise to have a check for $125 the day we come out.  [redacted] is in breach of contract by refusing to pay this service charge, therefore the warranty on his system has been suspended until we receive the money he owes us.  Desired Settlement:  [redacted] needs to pay us the $125 service call he owes us.  As soon as he does that, we will get out to his home as soon as possible to take care of the issues that are legitimate warranty issues.  (This does NOT include the 4 path lights he provided or the [redacted] instal[redacted] in them)   Bruce C[redacted]  (Owner, Lead Designer) ProLight Outdoor Solutions [redacted]