Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early November 24 my wife reached out to Valley Curbside to install Christmas lights at our home. As part of this service they would store the lights and repair any lights that might go out and return in February of 25 to remove and store the lights until next year to reuse. I reached out to them because they never returned to complete the install of the lights. They wrapped the trees in front of our home and while building them they closed the system with no way to install an extension cord to power them. The man at our home said he would be returning to our area the following Tuesday and would finish the installation. I called and asked for a manager to call me about our issues. got a text around Thanksgiving and nothing since. The text stated they were sending a refund for work not completed and sorry for delay the owner was out. We paid them $2294 to wrap our home, pool house and trees as well as return to remove and store the lights being able to reuse there services yearly. They only completed the install of the lights to our home and porch pillars which this portion was quoted at $1100. We feel we deserve a refund for the services not provided of $1195 as well as a refund of the original quote since they will not be storing our lights until the following year of $500 making the total refund. $1695

  Business response

  02/03/2025

  To Whom it may concern:

  We would like to do the best we can to rectify this complaint.  Upon completion our ******* walked around with the homeowner to show the set up and explained a couple issues about reaching the trees with power cord, he explained we would be back in the area at a later date if they needed us.  The homeowner stated that he would get a long extension cord and not to worry about coming back.  The guys did however forget to put lights on the pool house in the back, which was quoted at $275.00, and we will send full refund for that.  Since we did have labor and material cost on the tree's we will refund partial for the miscommunication on lighting the trees.  Takedowns have just begun to the freezing temps.  All lights, cords, timers etc. are property of Valley Curbside Cleaning as we do not sell lights, we lease them out and offer a discount to continue service.  Take down and storage are not itemized quote as they are included in the service. The value of all lights is upwards of $600.00, lights are already customized to fit customer's house.   We would offer to let customer keep lights and have whoever of their choice to install them moving forward and terminate our relationship.  With that being said we can send a refund of $500 and also allow customer to keep the lights.  Thank you.

  Customer response

  02/05/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  [Provide details of why you are not satisfied with this response.]
  
  Regards,
  
  ******* *******
  

  The lights that were installed on the trees were installed as a closed loop and were never able to be used. The ends were all female so after running out an extension cord there was no male end to connect power to the lights rendering them useless. I should not have to pay for your labor or renting of lights that were installed incorrectly and unusable.  The only part of the install done correctly was the house and pillars that was quoted at $1195. which worked correctly. I have no issue paying for that service. However, expecting your customer to pay for an install error that rendered them useless is not a satisfactory resolution to the issue. A satisfactory resolution is for you to refund the pool house lighting and tree lighting since they were not installed or usable. A simple visit to the house you could see the error you made or phone call from your company that has been requested multiple times would clear that up however ignored to this point. Return and remove your lighting that was installed, properly and improperly as well as not at all. issue a refund of $1099 for services not provided by your company. Also, would need to see proof of your insurance and workers comp before returning to remove your lighting from our home.     

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