Complaints

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• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ****** RESEARCHERS BEWARE????????
  PLEASE DO NOT BE FOOLED BY THIS BUSINESS DELMARVA CHRISTMAS LIGHTS.
  THUS, ATTEMPTING TO DO DELMARVA CHRISTMAS LIGHTS BUSINESS UNDER ***** ***** **** LLC AS YOU WiLL SEE THE CHECK(PICTURED BELOW), THAT WAS ISSUED TO ME THAT THE BANK DENIED THE CHECK DUE TO NON-SUFFICIENT FUNDS. HAVING SAID THAT, IF THERE WAS ANYTHING SUCH 1,000 NEGATIVE STARS THIS BUSINESS WOULD RECEIVE IT.
  ***** Robert ******** *** is such a horrible business person, and this saddens me at Christmas time that all I wanted was a Beautiful home full of Christmas decor of lights, and I did not get it. Further, how he treats his customers and does not take any ownership or accountability in destroying their home. SUMP PUMP, WATER DAMAGE AND LIGHTS STOPPED WORKING.
  On December 02, I thought my family would enjoy a professional Christmas lighting service, but when December 10, 2023, the lights stopped working and thus, so did my SUMP PUMP when all of my outside outlets lost power along with the sump pump. I sent an email over to Robert ******** and no one responded. I had to do a physical call to find out when someone would be out. Moreover. I was told they would be out on their way home at the end of the day to take a look. Then the person he sent named Nate indicated that perhaps a fuse was blown and I should check my breaker box, which I did and nothing was blown on the fuse. Additionally, what was discovered after the fact was that my GFI was tripped and blinking and once I reset the GFI myself I went to check my outlets and they were working once I got to the rear of my home the next day. In addition, I saw a foot of water near my crawl space which is pictured below. Then, I went inside the crawl space and opened the door, and another half of foot there as well. I then emailed Rob who is representing Delmarva Christmas lights and no response back. Instead, he sent a text and asked if I was going to be home. He stopped by and only was supposed to go in the crawl space to see if the electric GFI was tripped and it was instead he went to the sump pump and said it wasn’t his fault and offered to give me a refund and forcefully took it down the lights, which was fine, but we still have the bigger problem and that is you installing the lights that tripped my entire electric on the lower part of my brand NEW HOME. On top of that. What I was looking for was an apology and a question “mam I’m sorry this happened to you and how can we make it right” but instead I got aggression and the offering of a refund with zero accountability. DO NOT USE THESE PEOPLE.
  Signed
  ******** ******

  Business Response

  Date: 12/26/2023

  Repair Issues
  Customer’s Statement of the Problem:
  ****** RESEARCHERS BEWARE???????? PLEASE DO NOT BE FOOLED BY THIS BUSINESS DELMARVA CHRISTMAS LIGHTS. THUS, ATTEMPTING TO DO DELMARVA CHRISTMAS LIGHTS BUSINESS UNDER ***** ***** **** LLC AS YOU WiLL SEE THE CHECK(PICTURED BELOW), THAT WAS ISSUED TO ME THAT THE BANK DENIED THE CHECK DUE TO NON-SUFFICIENT FUNDS. HAVING SAID THAT, IF THERE WAS ANYTHING SUCH 1,000 NEGATIVE STARS THIS BUSINESS WOULD RECEIVE IT. ***** Robert ******** *** is such a horrible business person, and this saddens me at Christmas time that all I wanted was a Beautiful home full of Christmas decor of lights, and I did not get it. Further, how he treats his customers and does not take any ownership or accountability in destroying their home. SUMP PUMP, WATER DAMAGE AND LIGHTS STOPPED WORKING. On December 02, I thought my family would enjoy a professional Christmas lighting service, but when December 10, 2023, the lights stopped working and thus, so did my SUMP PUMP when all of my outside outlets lost power along with the sump pump. I sent an email over to Robert ******** and no one responded. I had to do a physical call to find out when someone would be out. Moreover. I was told they would be out on their way home at the end of the day to take a look. Then the person he sent named Nate indicated that perhaps a fuse was blown and I should check my breaker box, which I did and nothing was blown on the fuse. Additionally, what was discovered after the fact was that my GFI was tripped and blinking and once I reset the GFI myself I went to check my outlets and they were working once I got to the rear of my home the next day. In addition, I saw a foot of water near my crawl space which is pictured below. Then, I went inside the crawl space and opened the door, and another half of foot there as well. I then emailed Rob who is representing Delmarva Christmas lights and no response back. Instead, he sent a text and asked if I was going to be home. He stopped by and only was supposed to go in the crawl space to see if the electric GFI was tripped and it was instead he went to the sump pump and said it wasn’t his fault and offered to give me a refund and forcefully took it down the lights, which was fine, but we still have the bigger problem and that is you installing the lights that tripped my entire electric on the lower part of my brand NEW HOME. On top of that. What I was looking for was an apology and a question “mam I’m sorry this happened to you and how can we make it right” but instead I got aggression and the offering of a refund with zero accountability. DO NOT USE THESE PEOPLE. Signed ******** ******
  
  
  Disputed Amount: $1350.00
  Desired Settlement:
  Repair
  
  Additional Comments from Consumer:
  
  ---------
  Response 
  To whom it may concern, the overwhelming majority of what has been stated in the complaint is either a gross exaggeration or flat out false.  In our 15+ years in business we have never dealt with someone that was this difficult and flat out irrational.  The personal attacks and attacks on our business reputation are completely uncalled for and are not in line with our reputation of 4.9 stars (632 reviews) for ***** ***** **** and 4.9 stars (63 reviews) for Delmarva Christmas Lights.  We also did not destroy her house in any way shape or form, or cause even the slightest damage that she claims.
  Here are the facts.  
  She refused to pay our minimum charge of $1500 for her area.   We agreed to make an exception and do a light install scope for $1350.  
  Rob the owner came out and did the install.  We installed 4 days early to give her more time to enjoy the lights. (Scheduled for 12/4, but moved her up to Friday December 1st)
  December 2-4th she wanted us to add lights for free to areas that were clearly not part of our quote, design etc.  I (Rob, the owner) provided a price of $330 to add them on. She wanted to pay half.  I offered to add them on for $300.  She asked for half, which I declined.  
  She later emailed the office to supposedly “approve” us installing at half price.  We declined to accept that bait.  
  There was a HUGE rain and wind storm 12/10 (Sunday).  Which caused her lights to trip her 3 outlets outside and a GFCI inside the utility room (where her hot water heater is located)
  The picture ******** sent us about the tripped lights shows another power strip was plugged into our lights, thus modifying our install and creating a violation of our service agreement.  
  We received her multiple emails and advised that we would send someone to check it out.  
  Monday 12/11 We sent our senior tech by her house on his way home (since they live in the same city).   He confirmed there was no power to the exterior outlet.  (See picture proof).  The client was not home and there was no GFCI outside to reset so that is all that he could do.  
  Tuesday (12/12) we had an all staff meeting which I stopped when she called just before 10am.   Together we were able to walk her through the process in about 10 minutes to get her lights working, by resetting the GFCI in her utility room.  She checked the lights outside and verified that they were working.   I also walked her through how to adjust the timer that controls the lights.   
  She advised that the crawlspace had about a foot of water in it and that the sump pump was not kicking on.  I explained that I would come out and figure out why our lights had tripped and offered to look into the crawl space for her to see what else to was going on.  I further advised that it would be highly unlikely and poor electrical work for her sump pump to not be on a dedicated outlet.  
  I confirmed Tuesday via text that I would personally come out later in the day (230) and made sure that she would be home to give inside access if necessary.
  I brought one of our salesmen (Nic) with me to assist with troubleshooting since I was going under the house.  When we arrived I turned the timer to ON and confirmed that the lights were working. ******** came outside and showed us to the crawl space stairs and access door.  Then I went under the house and determined that the light switch and 2 bulbs were not working/had no power.  
  While I was under the house, I also had him check if the Christmas lights were on when there was no power in the crawl space.   He advised they were on, but some were off.  He later retracted that some were off, because he wasn't able to see the upper lights due to the sunlight and angle he was looking at them.  Even if some bulbs had been off, that wouldn't matter since the entire lighting system was all connected and that any bulbs being on, meant that there was power to the lights.  
  There was less than 2 inches of water in her crawlspace. (See picture).  I was able to find the GFCI that controlled the 2 light bulbs and the sump pump.  I used a ball of Christmas lights to test the plug that the sump was plugged into.  I confirmed both plugs worked once the GFCI was reset.  
  I plugged the sump pump in and could hear the pump trying to kick on by putting my ear to the pipe.  Then it tripped the GFCI.  
  I put my hand into the sump access port and was able to feel a lot of pebbles, rocks, and other debris in the bottom of the sump basin and next to the intake parts of the sump.
  As a homeowner who dealt with sump pump issues for 8 years at our previous house, it was clear that the issue was most likely that the sump had trash in the impeller that was stopping it from working and causing it to trip the circuit.   I exited the crawl space and explained this to her and showed her the debris.  She wanted to know how WE were going to resolve the crawl space water and I advised her that she needed to get a plumber to fix it and that it was unrelated to our lights.  Therefore we would not be responsible for anything further.   I told her that she was fortunate to find out about this now and it not be any worse than it was.  
  She refused to listen to reason and wanted us to be responsible for any costs related to the plumber.  I explained again that our lights were on a completely separate circuit and had absolutely nothing to do with the electric in her crawl space.  
  She continued to push the issue about us needing to be responsible for the plumber in order to resolve her 2 issues.   I told her that I would check our install to figure out where the tripping issue was for the outside Christmas lights.  
  She continued to try and get me to take ownership of the crawl space and I that's when I said that we would just refund her money and take our lights back.  
  I offered to write her a check right then and there.  I wrote one immediately and handed it to her.  She accepted the check and then asked about other refund options and timelines.  I advised check or we could refund it back to her credit/debit card.  She accepted the check for $1400.  Then she started saying things about well what if there are holds on the account/check, or if it was even legitimate.  I explained that there were zero issues with our account and no holds were possible.  
  I removed the lights from the house while she continued to harass and berate me.  Nic watched all of this.  He also confirmed the lights were all on and we tried to have ******** confirm that the bulbs were actually on.  She looked straight at them and said she couldn't see them from where she was standing.  The bulbs I was asking her to look at were right at eye level and clearly on.  I asked her to get closer to them so that she could see them.  She flat out refused.   I was dumfounded at this point.  
  We finished removing and unplugging the lights.   When I got down off of the roof and ladder, I tried to plug them all back in to show her that everything worked.   She then demanded we unplug the lights since we were taking them away anyways.   Again this was her refusing to see the clear and obvious evidence that everything with OUR PRODUCT and installation had been in proper working order.  
  We packed up our stuff while she continued to harass and berate me, my company, and my reputation.  
  She took a bunch of pictures during this of our vehicle and possibly recorded a video of us without our permission while this was going on.  She was holding her cell phone outwards on her chest for roughly the last 10-20 minutes that we were there.  
  We left the property with all of our materials around 315.
  Regarding the refund and NSF claims.
  In writing the refund check I failed to write the date on the check.  She was actively berating me while I was writing the check and I made a simple mistake.  It is a ***** ***** **** LLC (CPW) check that was issued.  CPW is the main company/brand.  Delmarva Christmas Lights is just a DBA that we use for our lighting division.   
  According to her, she tried mobile depositing it and it didn’t go through.  Likely due to the check not being fully filled out.  She said she drove to the Bank of America in Easton and that the teller rejected the check for NSF.  I asked her to put the teller on the phone so I could get it addressed. She said the branch had already closed.  That location closes at 4pm and it was 3:57pm when we were discussing this.  
  She demanded to meet me somewhere to get refunded.  I was already within 10 minutes of my shop and did not have $1400 on me to just give to her.  I offered to meet at either Salisbury Bank of Americas.  I explained that we would need to have a receipt made out and that I would not meet with her one on one.  I wanted a public space for my protection and hers.  
  I also needed to go to the branch to ensure that we got a stop payment on the check since I noticed the date was missing, and that the check could easily be deposited some time in the future.  I also needed to talk to a manager to figure out what had happened with the NSF and why that would have been supposedly told to ********.
  ******** messaged me 4 times What are we doing? 4 times.  Once per minute even though I had responded with what the plan was after the 2nd text.  She then called me while I was at the branch.
  The Bank of America employee confirmed that there were no NSF issues on the account.  We had 5 figures in there so no issues with a $1400 check.  She put a stop payment on the check and then assisted with doing a zelle transfer to ******** for 1400.  Both of us have Bank of America accounts so it was able to be submitted quickly.  Confirmation number: gscojixkn
  She sent me a picture of the torn up check and that was it.  For the day.  
  
  Below is the email she sent at 5:10pm on 12/12. 
  “Dear Robert ********, 
  On 12/12/2023, I did not receive any response from prior emails about my lighting and water issue in my crawl space due to no electricity to my pump, which all stopped working the same day. In addition, I decided to call you personally and you walked me through over the phone to locate the GFI switch we discovered that the light was blinking on the switch and I reset the switch and the outside lights appeared back on immediately, but now the pump did not and there is a foot of water in my crawl space area.  
  Later that day On 12/12/2023, you sent a text message asking if I was going to be home for you to take a further look at the lighting issue and now the water issue. On top of that, you bought someone with you, and while in the crawl space, you asked the person you bought with you were the Christmas lights working, and hence, he shared not all of them just half. Additionally, when you went to the crawl space you also discovered that the GFI was blinking down there as well which further indicated the lights had blown and tripped my outlets, and you reset the lighting back on, As you exited the crawl space, you took no responsibility instead you offered to give me a refund and take the lights down forcefully. Then on top of that, you provided me a check with ***** ***** **** LLC when I took the check to the bank the teller indicated NSF to the account. I further called you to bring this to your attention and you asked me to drive a full hour to meet to receive my money. After that, I received a text from you  indicating asking did I have  Zelle and you Zelle’d  the funds, which you did  do so . However, I have noticed that Delmarva Christmas lights are forfeited from doing business  in the state of Maryland for business. I am having someone come to my home tomorrow to get the foot of water up that you have caused and had no regard for and  the pictures below along with the check you have given me for a power wash business. To conclude, if it comes back that you are liable for the lights blowing my entire electrical outlet systems from my crawl space to all 3 exterior lights you will be held liable because you were not permitted to do business with Delmarva Christmas lights. Please let me know if you have any questions and how we can resolve this urgent matter, and I open to discussing professionally before this goes to legal grounds. . 
   I can be reached at *** *** ***1 . 
  Thank you 
  ******** ******”
  
  
  My Response: 12/13 10:10am
  “********,
  
  
  Respectfully this will be my last correspondence with you.  We will not respond to any further communication from you of any sort. 
  
  
  Our product has been uninstalled and you have been refunded $1400 which is more than your total payment of $1350 (337.50 deposit 11/30/23 + 1012.50 balance paid 12/7/23).  
  
  
  We did receive your email that was sent after normal business hours, but had an important ALL STAFF meeting Tuesday morning.  We also received the email that you sent less than 5 minutes before calling me.  When you called just before 10 am, I took your call and interrupted/paused the meeting.  You and I were able to resolve the outside outlets being tripped.  I advised that we would be out later in the day to check the rest of the system and see if we could figure out what was going on with the sump pump.  
  
  
  As I mentioned in the morning during our phone call, it did not make sense and it would be very poor electrical work for the basement/crawl space sump pump to not be on a dedicated circuit.  You yourself confirmed that there were no tripped circuits/breakers in your breaker panel.  No one from my company is able to verify that since no one actually entered the garage.  
  
  
  Yes I brought one of my staff with me to help with the troubleshooting.  Having a 2nd person to assist during troubleshooting makes things a lot faster.  Yes he said that some of the lights appeared to be out up top.  He corrected his statement once I was out of the crawl space and started flipping the lights off and on so that both of you would be able to see that the lights were all in fact on.  Even while I was removing the lights it was clear that the lights were on and working. It is definitely difficult to see if a clear bulb is on or off during a bright sunny day and at a distance as well.  While on the ladder I took further pictures that confirmed that all of the lights were working.  You actually refused to let me plug them all in once on the ground to prove that to you.  Lastly even if there were bulbs out on the house, as you and I discussed multiple times, ALL of the install was connected to one plug and was all wired together.  There is no way for the lights on the vertical corners of the house to be on and other areas to be on if the rest was not since they are the last 2 sections.
  
  
  I absolutely did not exit the crawl space and immediately offer to refund your money.  That happened later after we went out to the front yard and discussed whether the bulbs were on or off and I had tried repeatedly to get you to understand that the sump pump and outside outlets are not on the same electrical circuit or in any way related.  That is when I offered a refund and then we went over refunding via check or credit card refund.
  
  
  I went above and beyond to try and help you figure out why your sump pump is not functioning properly and why you have 1-2” of water in your crawl space (not a foot of water see the picture).  I even put my arm into the sump system and was able to feel a ton of debris, which I even brought out some to show you.  
  
  
  After owning a house with a full basement for 8+ years, that had a sump pump that often ran into the same issue, I am fully confident explaining why you are having an issue with the sump pump.   I also even verified that the pump in fact does kick on and tries to pump water, but just kept trying to pump until it tripped the circuit.
  
  
  The storm that we had on Sunday was substantial and very easily could have provided enough flow to move more pebbles into the pumping mechanism and caused that issue.  It's also very possible that this issue happened a while ago, but the amount of rain from previous storms wasn’t substantial enough to even notice it.
  
  
  Regarding the refund check, hopefully while you were taking pictures or videos you were able to notice the 2 logos on the side of the truck for both businesses ***** ***** **** LLC (my main company), and Delmarva Christmas Lights (lighting company trade name).   Your assertion that Delmarva Christmas Lights is forfeited from doing business in Maryland is factually and legally inaccurate.  The trade name registration simply expired.  The renewal is already in progress.    
  
  
  Regarding the refund check, it did not bounce for NSF.  It bounced because I didn’t put a date on the check, and I’m sorry for the small error.  That caused it to not work for mobile deposit.  After you attempted to mobile deposit it and then take it to a branch they flagged the check for multiple deposit attempts.  I cannot speak for the Easton Bank of America personnel as to why they said NSF, but my local branch that I have done business with over over a decade confirmed that there are ZERO issues on our account.  
  
  
  Lastly when you do have the plumber or electrician come out, I would highly recommend that you ask them to take pictures of the issues that they uncover. 
  Rob”
  I also included these 2 pictures:
  
  
  
  
  
  She responded at 10:34am with a claim that I had “Trespassed” on her property.
  
  
  Dear Rob ********, you were not authorized  or granted permission to touch my pump in my crawl space. You are not a plumber or electrician by trade and you were solely given permission to only locate the GFI switch to see if there were any relations to the lights, at this point you went beyond access what was granted and you have trespassed on my property. In closing, you will have 24-48 hours to respond to the findings of my problem of having related to the lights that tripped my electric and pump once I email you. 
  Sincerely,
  ******** ****** 
  
  
  I did not respond to that.    
  
  
  Another email: 12/13 12:45pm
   Dear Rob ********, 
  It has been found that my sump pump has been burned up due to not receiving electric to the outlets that were tripped when the Christmas lights that you installed. Further, I am interested in an apology on how we can fix this problem between us both from merchant to customer, which was something I never received from you, but instead a forceful return of monies and for you to take the lights down. I was looking for an apology as a customer and a plan on how to assist me in making it right.  Please respond with 24-48 to let me know how you will be able to proceed. 
  ******** ****** 
  My response 12/13/2023 4:26pm 
  Who is the contractor and what is their number? 
  Rob
  
  
  *** She never provided that information.  No receipt/bill, no contact info, no pictures from the plumber etc.  
  
  
  She also requested our business insurance info via email at 12:47pm.
  Dear Rob ********, 
  I am requesting your business insurance information for Delmarva Christmas lights. 
  
  
  ******** ****** 
  
  
  
  
  I did not respond to that email as I had already advised we would not be communicating further.  I did consult with my insurance agent about the situation and he advised to cease communications and that they would assist if she did try to sue or take any other actions. 
  
  
  ____________________________
  
  
  
  Picture testing one outlet with c9 test lights to see if the outlet had power.  12/11
  
  Picture of another outlet being tested.  Confirming no power at the receptacle 12/11
  
  
  
  Arrival pic confirming the lights were all still attached to the house.  The timer was not turned on when we arrived so the lights are all turned off at this moment.  
  
  
  
  Close ups of the lights from a ladder.  Confirmation that they were on while being removed from the roof.  Taken by Rob 12/12
  
  
  
  
  
  
  
  
  
  
  
  Picture of the house after the lights were removed. 3:13pm taken by Rob
  
  
  
  
  We also have a video confirming that the lights were all working that was taken by Nic.  
  
  
  
  
  
  
  To conclude all of this.  We have removed our lights, and she has been refunded in full.  We confirmed via multiple tests that her sump pump is on a completely different circuit from the outside outlets that our lights were plugged into.  Which means that our lights and the issue that she uncovered due to the massive storm, are completely unrelated.  Therefore we have no further liability towards ******** ******.  
  
  
  Rob ********
  12/26/2023
  
  

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: 21002320
  
  
  
  I am rejecting this response because:  Robert ******** ***   is fully responsible for the repairs of $670.00 for the replacement of my sump- pump. All the information is irrelevant to the nature of the causation of my lights being tripped and caused my sump pump to not have power. Robert ******** is not a licensed electrician or a plumber and was not given any permission to touch my sump pump. He went beyond access that was granted in my crawl space and was only suppose to look at the outlet. To conclude, $670.00 is warranted for the replacement of my sump pump and overflow of water.  This is a horrible business and practices unlawful business practices providing bad checks and having to zelle payments. He does not have any Integrity and the business is not licensed with the State of Maryland to do business. All of the information that he copied and pasted here has zero to do with the damages he caused and is derailing away from the facts of the faulty installation and non professional attitude that he has shown me and my family. 

  
  
  
  Sincerely,
  
  
  
  ******** ******

  Customer Answer

  Date: 01/10/2024

  Hello, I have replied to the last response and will reiterate again today. I am not entering the foolishness of non integrity and emotional responses from this so called business. Further, the matter of fact is damages consist of $656.96 from your faulty install of Christmas lights.