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Business Profile

LED Lighting

Gemstone Lights

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in LED Lighting.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:26/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Been a customer for several years. This year in May we did the second half of our house. While the original install was done to perfection. This install was a horrible experience. ******** warranty??? Hardly. Service??? Not! I have been strung along trying to fix some random glitch that doesnt happen every night, with our lights that turn them into multi-colored strobe lights! I have had to deal with this since May and with multiple attempts to have them fixed and never to have this random glitch resolved.Horrible communication and unkept promises to fix. We are constantly told how busy he is with new installs, yet cant find the time to properly finish the install after I paid in full thinking it was complete. Gemstone is located in ****** and have been worthless at upholding their promise of a proper install and refer us back to High Country. Other Gemstone installers have been told they are not allowed to work on the lights and I am forced to stay with High Country. Last attempt we were given a date that the Owner was going to change out the new Controller in an attempt to resolve, we waited, he never showed and never called. It took multiple attempts to contact him only to be told he was busy. At this point I have run out of patience and will have to seek other options to resolve this.I will remove this review once we have been taken care of.

  • Initial Complaint

    Date:01/02/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Nov 16, 2018, ****** ** (at the time the authorized dealer in ********) installed exterior lighting in my house. The amount we paid for the material and labor was $2,300. This included exterior lights that are programmable to our Wi-Fi network. The initial app (on the phone) called Gemstone Wifi had been discontinued, and they upgraded to a new app called Gemstone Hub.I am able to connect with the new app thru Bluetooth but within 3 meters of the control panel, but unable to synchronize with Wifi or be able to program any settings. Only able to turn it on and off. I reached out ****** on Jan 15, 2022 but unfortunately does not work for Gemstone anymore. He advised me to reach out to Gemstone who then directed me to ******** (the #1 authorized dealer in ********). Initially, they did not respond to my first request. I almost gave up hope since there was so much running around, however on Oct 11, 2022 I tried again to reach out to ********. I was able to connect with **** and he informed me that the controller I have does not work with the new App. He would need to replace the controller and this would be covered by Gemstone. Since then he has not responded back to a date for the service. Currently, I am working with another ***************** and hoping to work towards a new controller. I spent a lot of money on this lighting upgrade and would love to get this resolved. However, if it is this hard every time, I would just like to cut my ties and get some money back.

    Business Response

    Date: 14/02/2023

    Hi *****,

    The ******* app was designed to work with the New hub controller which came out after your initial installation and was never deisgned to work with the older wifi controller which is what was installed on your house. Your controller was called the **** controller. We only removed the app for the **** controller from the app store for new users going forward so customers would not get confused and download the wrong app. However, we still gave access to the **** app to existing users who needed it. Regardless, we have worked together with you and a local dealer to replace your power kit and upgrade you to the new hub controller with the new hub app. Glad to hear you are enjoying your lights again using the new hardware we provided.

     All the best.

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