Complaints

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.

• Initial Complaint

  Date:01/11/2024

  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.

  We have had many issues with this company however we continued to give them the benefit of the doubt as they had good reviews. The most resent issue was we hired this company to put up our Christmas lights this year and once installed we noticed our wreath above our front door was only 1/2 lit. So we paid to have them replace our old wreath which was suppose to have warm white lights and they installed a wreath with bright white lights instead. We contacted them the same day and asked them to come back to fix it but they said they were not going to come back and were done until after the holiday. They also argued with us that they gave us what we ordered which clearly was not the case. We asked for a refund and told them they could come back to get their wreath whenever it was convenient for them and we said we also wanted our old wreath back since that was our property we paid for. We have gotten no response back from the company about a refund or when we will get our old wreath back. We had a very large holiday party taking place and I wanted the house to look nice with the proper wreath up so my husband crawled up on a ladder to remove the wreath the company installed and we stored in our garage the same day for them to pick up later to ensure no damage would come to it and we proceeded to purchase a new wreath ourselves from a Christmas light store here in town. They assured us the company clearly installed the wrong color of lights and that we did not get what we paid for. We have had no response from Upscale Home Services on our refund, our wreath return or their wreath pick up at all. They also caused damage to our siding when installing a different wreath over our garage door. Their worker took pictures and tried to say our siding was rotten. We confirmed with Total Construction who repaired the damage for us that the lighting company did cause the damage and our siding is not rotten. We need help getting in touch with Upscale Home to have them pay the bill.

  Business Response

  Date: 01/23/2024

  I apologize for the delayed response as I was out of state on travel last week. Please see the attached response with additional details with our dealing with this customer. The customer is in possession of the wreath; their funds will be refunded once we receive the merchandise back in undamaged condition. We are not a full-service, on-demand type of business; if the customer would like their refund back sooner than we will be out to take down their display, then they can bring the wreath to the shop. Takedown was initially scheduled for January 5th, but snow cover over the holidays and the additional snow cover we've received have indefinitely postponed when we will be able to get back out to take down all of our customers' holiday lights. We will not be out until it is safe for our employees to work on ladders and roofs.

  Business Response

  Date: 02/06/2024

  The service has been scheduled for Monday, February 12th, along with other customers in the same area/neighborhood. Due to the labor market conditions and difficulty of hiring competent staff, most of our holiday lighting staff this year were temporary and only available through the end of January, so we are operating with a reduced crew and picking up where we left off before the snowy and icy weather set in. We do not have full-time office staff so the phone is not always answered (that is what voice mail is for); still no direct voice message or email from the customer, nor any caller id record indicating a phone call from the customer. I continue to insist all communications with the customer to be in writing to avoid any confusion or implying warranties that we do not offer (i.e. "discounts" for prepay, "prioritizing" this customer over others, etc. etc). All communications should be directed to [email protected].

  Customer Answer

  Date: 02/08/2024

  I did send a response so I am not sure why you closed the case. I wanted to know how the business was going to compensate us for the damage done to our siding. They have not addressed this.