Complaints

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• Initial Complaint

  Date:10/06/2022

  Type:Customer Service 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.

  warning about this local business. i used them for a couple years in a row until that stopped last year *(Christmas of 2021 when they insisted on charging me an additional $100.00 to finish installing the lights i had already paid them to install. now a year later the owner **** ****** is harassing me by e-mail because he has discovered my honest review on google maps. he has emailed and cruelly commented on social media . i would gladly just take my business elswhere, but would hate anyone else to be subjected to such cruelty for being honest about their poor customer service.

  Business Response

  Date: 10/27/2022

  In response to complain ID #: ******** from ******* ******

  
  ******* ***** had been a
  client of ours for several years and had the first known issue in 2021.

  
  On 9/24/21 we installed her
  Christmas lights after she accepted her quote and paid. Around late October,
  she reached out to let us know that a portion of a strand had come undone from
  her roofline and we said that we would come back to fix it as soon as possible.

  On 10/27/21, shortly after
  the repair request was entered into the system, there was an automatic email
  accidentally sent to her. She states that the email said she had to pay $100.00
  to have the lights repaired. We believe the accidental email was about our
  Elite Service Plan that we offer, where we will give unlimited service visits
  regardless of the cause, but that service comes with a charge. We did clarify
  with her that since she was not requesting the Elite Service Plan that we would
  not charge her for the repair.

  
  On 11/10/21, we fixed the
  issue of the hanging lights and our records specifically say that it was done at
  no charge. We are not aware if she had any contact with crew members or office
  staff that may have said something different in regards to this issue after it
  was fixed.

  
  On 12/17/21 we dropped off some
  baked Christmas cookies to her as part of our customer appreciation program and
  to the best of our knowledge no other issues had been brought up at that time. Sometime
  right after the Christmas season of 2021 she wrote a negative 1-star review
  about her experience with us stating that we kept insisting on charging her
  $100 for rehanging the lights. Since we believed that issue was remedied, the
  review came as a surprise to us and we do not feel it was warranted because the
  review did not say anything about how we took care of the repair at no charge.

  
  On 10/5/22 she reached out
  to us via email and asked where her yearly Christmas light quote was as she was
  waiting on it and wanting us to install her lights again for this holiday
  season. **** ****** decided it was best that we part ways with her due to the
  unfair review that she left about our company, as well as seeing how many
  negative reviews she left for many other businesses on Google. We reached out to her via
  email to let her know we would no longer be doing business with her. She then started
  to leave more negative reviews on multiple social media platforms stating that **** ****** was
  harassing her via email and continuing to say that we insisted on charging her
  for repairs when once again, she was never charged.

  Our company would like to
  formally apologize for any miscommunication and confusion we have caused, and we
  appreciate the maturity that she exhibited by removing her defaming reviews of
  our company. We have since removed her from any and all mailing lists as requested so she
  should no longer receive any calls, texts or emails from us in the future. Should any further proof or documentation be needed in regards to this issue, we are happy to provide that. 

  
  Warmest regards,
  **** ******
  Bloom Lawn & Landscape
  Wildwood Christmas Lights