Silver Moon Lighting

Dear Revdex.com,We received notification of the complaint (ID [redacted] ) from one of our customersI want you to know that we take this very seriously, and that we have made every effort to communicate with the customer in a timely, professional, respectful mannerHowever, we still decline to refund them their money for the following reasons:On December 8th, we were called to the customer's house to give them a holiday lighting estimateAlthough it was late in the season, this was a returning customer and they had an upcoming party that they wanted lights forWe agreed and sent them a proposalBefore the proposal went out, our technician expressed concerns about the lack of available power for the back yardI have included at photo of his estimate and notes in redThey accepted the proposal the very next day and we agreed to install the lights the following week(I have attached the proposal)The proposal Terms clearly state the customer's responsibility, "Terms: A $deposit is required to secure your installation dateAll electrical outlets to be provided by customer, in working condition and accessibleEstimate is good for days from proposal date." In his email to the customer (attached) our technician again asks for access to more power because he fears it will be inadequateThe customer acknowledges the need for more power outlets in her response on the 11th (attached) , but no additional outlets are found or otherwise providedWe installed the lights on the 16th of DecemberOn the 19th the customer called us and told us her lights were "out"We provide service calls at no additional charge to our customersWe came out the next day and the service tech again told the customer that there were too many strands of lights plugged into a single outletThe customer dismissed our diagnosis and insisted the wiring be "taped up" and plugged back into the same outletWe complied.On the night of the 22nd, the night of the customer's holiday party I received a frantic call from the customer at 5:pm telling me that the lights had gone out again in the rain and that her party was starting in one hourShe insisted that I get someone out there right awayEven though I had sent all my employees home for the evening, because of the in-climate weather, I found one of our best techs nearby and asked him to rush to the clients home and "fix" things as best he couldHe got there before 6:and was able to get the lights on both in front and in backI have attached photos time stamped 07:PM that night showing the lights on in both the front and the back during her partyThe one available outlet in the back is a GFCI outlet that is designed to trip its breaker when water is detected down the lineAll these strands on the tree were causing a flood of water to run down the cords to the outletThe GFCI outlet worked as designed, and it is designed to shut down the power so as not to burn your house down because of an electrical fireThe customers lights failed because of the decision they made to go ahead without the proper power access for our lightsThey were notified in writing on several occasions that the power was inadequateThey chose to ignore or dismiss this important factWe went out of our way to insure that the customer's lights were functioning properly at their eventWe promptly removed the lights at the customers request after the holidays, and although included in their complaint to you, there has never been any evidence of damage to their home or trees during the removal/take down processWe believe this complaint to be baseless, and what is more, we have received threats from the customer if we did not give them a full refundWe would ask that you dismiss this complaint on the Revdex.com website, or at the very least consider this case closedI will be happy to provide you with all communications with the customer including phone logs, emails, etc Yes, it is true their neighbors who are also our customers had no problems, precisely because they provided us with the access to the power we needed to safely light their homes this holiday seasonWe have an exemplary record of service in our industry and have won numerous awards from the CA Landscape Contractors AssnOur online reviews are flawless because we pride ourselves on excellent serviceWe appreciate this opportunity to address this complaint to you directlyIf you have any questions regarding this matter, please do not hesitate to contact me directly[redacted] ***Silver Moon Lighting [redacted]

Dear Revdex.com,We received notification of the complaint (ID ***) from one of our customersI want you to know that we take this very seriously, and that we have made every effort to communicate with the customer in a timely, professional, respectful mannerHowever, we still decline
to refund them their money for the following reasons:On December 8th, we were called to the customer's house to give them a holiday lighting estimateAlthough it was late in the season, this was a returning customer and they had an upcoming party that they wanted lights forWe agreed and sent them a proposalBefore the proposal went out, our technician expressed concerns about the lack of available power for the back yardI have included at photo of his estimate and notes in redThey accepted the proposal the very next day and we agreed to install the lights the following week(I have attached the proposal)The proposal Terms clearly state the customer's responsibility, "Terms: A $deposit is required to secure your installation dateAll electrical outlets to be provided by customer, in working condition and accessibleEstimate is good for days from proposal date." In his email to the customer (attached) our technician again asks for access to more power because he fears it will be inadequateThe customer acknowledges the need for more power outlets in her response on the 11th (attached) , but no additional outlets are found or otherwise providedWe installed the lights on the 16th of DecemberOn the 19th the customer called us and told us her lights were "out"We provide service calls at no additional charge to our customersWe came out the next day and the service tech again told the customer that there were too many strands of lights plugged into a single outletThe customer dismissed our diagnosis and insisted the wiring be "taped up" and plugged back into the same outletWe complied.On the night of the 22nd, the night of the customer's holiday party I received a frantic call from the customer at 5:pm telling me that the lights had gone out again in the rain and that her party was starting in one hourShe insisted that I get someone out there right awayEven though I had sent all my employees home for the evening, because of the in-climate weather, I found one of our best techs nearby and asked him to rush to the clients home and "fix" things as best he couldHe got there before 6:and was able to get the lights on both in front and in backI have attached photos time stamped 07:PM that night showing the lights on in both the front and the back during her partyThe one available outlet in the back is a GFCI outlet that is designed to trip its breaker when water is detected down the lineAll these strands on the tree were causing a flood of water to run down the cords to the outletThe GFCI outlet worked as designed, and it is designed to shut down the power so as not to burn your house down because of an electrical fireThe customers lights failed because of the decision they made to go ahead without the proper power access for our lightsThey were notified in writing on several occasions that the power was inadequateThey chose to ignore or dismiss this important factWe went out of our way to insure that the customer's lights were functioning properly at their eventWe promptly removed the lights at the customers request after the holidays, and although included in their complaint to you, there has never been any evidence of damage to their home or trees during the removal/take down processWe believe this complaint to be baseless, and what is more, we have received threats from the customer if we did not give them a full refundWe would ask that you dismiss this complaint on the Revdex.com website, or at the very least consider this case closedI will be happy to provide you with all communications with the customer including phone logs, emails, etc. Yes, it is true their neighbors who are also our customers had no problems, precisely because they provided us with the access to the power we needed to safely light their homes this holiday seasonWe have an exemplary record of service in our industry and have won numerous awards from the CA Landscape Contractors AssnOur online reviews are flawless because we pride ourselves on excellent serviceWe appreciate this opportunity to address this complaint to you directlyIf you have any questions regarding this matter, please do not hesitate to contact me directly.*** ***Silver Moon Lighting*** ***

Dear Revdex.com,We received notification of the complaint (ID [redacted]) from one of our customers. I want you to know that we take this very seriously, and that we have made every effort to communicate with the customer in a timely, professional, respectful manner. However, we still decline to refund them...

their money for the following reasons:On December 8th, 2015 we were called to the customer's house to give them a holiday lighting estimate. Although it was late in the season, this was a returning customer and they had an upcoming party that they wanted lights for. We agreed and sent them a proposal. Before the proposal went out, our technician expressed concerns about the lack of available power for the back yard. I have included at photo of his estimate and notes in red. They accepted the proposal the very next day and we agreed to install the lights the following week. (I have attached the proposal). The proposal Terms clearly state the customer's responsibility, "Terms: A $100 deposit is required to secure your installation date. All electrical outlets to be provided by customer, in working condition and accessible. Estimate is good for 30 days from proposal date." In his email to the customer (attached) our technician again asks for access to more power because he fears it will be inadequate. The customer acknowledges the need for more power outlets in her response on the 11th (attached) , but no additional outlets are found or otherwise provided. We installed the lights on the 16th of December. On the 19th the customer called us and told us her lights were "out". We provide service calls at no additional charge to our customers. We came out the next day and the service tech again told the customer that there were too many strands of lights plugged into a single outlet. The customer dismissed our diagnosis and insisted the wiring be "taped up" and plugged back into the same outlet. We complied.On the night of the 22nd, the night of the customer's holiday party I received a frantic call from the customer at 5:00 pm telling me that the lights had gone out again in the rain and that her party was starting in one hour. She insisted that I get someone out there right away. Even though I had sent all my employees home for the evening, because of the in-climate weather, I found one of our best techs nearby and asked him to rush to the clients home and "fix" things as best he could. He got there before 6:00 and was able to get the lights on both in front and in back. I have attached photos time stamped 07:21 PM that night showing the lights on in both the front and the back during her party. The one available outlet in the back is a GFCI outlet that is designed to trip its breaker when water is detected down the line. All these strands on the tree were causing a flood of water to run down the cords to the outlet. The GFCI outlet worked as designed, and it is designed to shut down the power so as not to burn your house down because of an electrical fire. The customers lights failed because of the decision they made to go ahead without the proper power access for our lights. They were notified in writing on several occasions that the power was inadequate. They chose to ignore or dismiss this important fact. We went out of our way to insure that the customer's lights were functioning properly at their event. We promptly removed the lights at the customers request after the holidays, and although included in their complaint to you, there has never been any evidence of damage to their home or trees during the removal/take down process. We believe this complaint to be baseless, and what is more, we have received threats from the customer if we did not give them a full refund. We would ask that you dismiss this complaint on the Revdex.com website, or at the very least consider this case closed. I will be happy to provide you with all communications with the customer including phone logs, emails, etc.  Yes, it is true their neighbors who are also our customers had no problems, precisely because they provided us with the access to the power we needed to safely light their homes this holiday season. We have an exemplary record of service in our industry and have won numerous awards from the CA Landscape Contractors Assn. Our online reviews are flawless because we pride ourselves on excellent service. We appreciate this opportunity to address this complaint to you directly. If you have any questions regarding this matter, please do not hesitate to contact me directly.[redacted]Silver Moon Lighting[redacted]