Steves Mobile Sunscreens

Review: I had Steve's Mobile Sunscreens install Christmas lights on 11/23/13 for $275.00. I was instructed at the time to contact the offfice if I had any issues with the installation or product. I started using the lights on Friday, 11/29/13 and soon noticed several burned out bulbs. I called Steve's at ###-###-#### on 12/02/13 and reached a representative who stated he would pass the message on the following morning to get the bulbs replaced. The bulbs were never replaced. On 12/24/13, all strands of lights stopped working and I called Steve's again to find out the office would be closed until 01/02/14. I left a message and never received a return phone call. On 01/03/14, I called Steve's and spoke with Cannon, Operations Manager, and informed him of my dissatification with their service. He offered to give me a $100.00 gift certificate for my next installation. When I asked him if he could give me 1/2 off my next installation, he said he could not. Desired Settlement: I am seeking a full refund for Steve's Mobile Sun Screen's failure to provide the service in which I paid and reasonably expected.

Business

Response:

"We are aware of the issues surrounding Ms. [redacted]’s complaints. According to our records, her job was installed on November 23, 2013. Our digital records indicate that a call came in from Mrs. [redacted] to our call service on December 2, 2013 at 8:09 pm. During regular business hours we have office personnel to field all incoming calls, and after hours we use a call service to answer phones. It does appear that Mrs. [redacted] left a message with our call service regarding the burnt out bulbs, but unfortunately it was something that was either not received or overlooked on our end. During the following 3 weeks leading up to Christmas, we did not receive contact from Ms. [redacted], during normal business hours or otherwise.

Her Second complaint was that the lights were not working on Christmas Eve. According to our digital call records, Mrs. [redacted] called our office at 6:02 pm on December 24, 2013 to report this problem. The message she received indicated that our office was closed for Christmas Eve and Christmas day, and would remain closed until the 2nd of January.

The office reopened January 2nd with all office staff preparing for Christmas light removal. On the morning of January 3rd, 2014 Ms. [redacted] called to report that she was unhappy she did not receive a call back. [redacted], the shop manager, apologized greatly for the inconvenience and explained to her our holiday closure times as they are outlined on our out of office message. This explains why she did not receive a call back immediately.

[redacted] also apologized for and explained the reason we could not come out on Christmas Eve at 6:00 pm to service her lights and offered her a $100 discount towards her lights the following year, which is the maximum discount he is authorized to give. Ms. [redacted] requested to speak to the owner and was informed he was out of the office. She asked for 50% off for her lights next year and [redacted] was unable to give the full discount. Ms. [redacted] then said she would simply contact the Revdex.com to file a complaint.

In our estimation, we have offered Ms. [redacted] a sizeable discount and made ourselves available to help work through the issue. It is unfortunate that her lights stopped working on the evening of Christmas Eve.

Should Ms. [redacted] decide she would like lights next year we would be willing to give her a 50% discount towards her Christmas Light service if she is willing to retract her complaint. We feel this is a reasonable solution."

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I no longer want to do business with this company since I spent $275.00 on Christmas lights which were defective and provided by a company who chose not to service their product. I have no interest in spending my money, even at a discounted rate for a product and service I did not receive the first time. I will not take my chances to spend $150.00 next Christmas for something I will not be able to use. I respectfully request the Revdex.com seek a full refund on my behalf at which time I will consider the matter resolved.

Sincerely,

Business

Response:

What do you recommend I do? The customers lights were not faulty until Christmas Eve when there was no staffing available. Our phone system clearly stated this. We have offered a generous discount for future work. Obviously the customer wants her money back. I am not willing to do this. I will agree to provide free Christmas light installation and removal for next year. We feel badly that this happened but there must be some understanding on both sides. Let me know if this solution is suitable for the customer.