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Business Profile

Christmas Lights

Equinox 2, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Christmas Lights.

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:08/23/2024

    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.
    I also purchased a pre-lit tree, in 2021, spending $400. I already had my old tree up, so I did not put it up until 2022 after Thanksgiving. It was taken down, in early January. When I pulled it out in 2023, there was a section that wasn’t lit, and by the time I took it down, there was only a small section that did work. Pictures are from Nov 2023. The problem was even worse in January 2024. I put several strings onto the tree that year to keep up appearances.

    I was offered some strings of lights to put on my pre-lit tree. That’s it.

    I was accused of “not performing maintenance” on the tree, by not replacing bulbs soon enough when they burned out.
    This company is now doing business as J & J Seasonal.

    If the wiring is built into the tree, and the bulbs last less than 3 months of total lit time, it’s a bad product that they won’t stand behind. Whole strings now have blackened bulbs.

  • Initial Complaint

    Date:11/27/2023

    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.
    I purchased a pre-lit Christmas tree from ***** ***** that had a 3 year warranty. I put the tree up this year and mid way through of of the strands was not working. Tried problem solving and that did not work. Found my warranty paperwork and receipt and thought I was quite lucky to find out it was just under warranty. Contacted customer service and initially they told me to trouble shoot. Then they requested photos which were sent the same day requested. I do understand that it’s holiday week but when I requested an update they again told me to send the requested information (that was sent 4 days prior). I forwarded the initial email with the requested information and their reply was that they would send a strand of lights. A strand of lights is not an acceptable solution when you paid a premium for a PRELIT tree.

    Business Response

    Date: 11/29/2023

    Dear Better Business Bureau,

    The complaint which you sent to us from ******** ***** has been received and reviewed.

    We are sorry to hear that Ms. ***** is upset by the warranty service. However, Ms. ***** was offered what the warranty stipulates for this Christmas tree. Please find attached warranty statement from 2020 enclosed.

    Ms. ***** has a light set not working in the top section of her tree. Per the warranty, our Customer Service Representative offered to send Ms. ***** a replacement light set for the top portion of her tree. There is no statement in the warranty that her tree will be replaced, section replaced, or a refund given for a light set not working. The light set is not working which is a component of the tree, so that is the part which was offered to be replaced on her tree purchased in 11/21/2020.

    If you would like any further information, please let us know.

    Best regards,

    Equinox 2, Inc.

     

     

    Customer Answer

    Date: 11/29/2023



    Complaint: ********



    I am rejecting this response because: the warranty does not state that it will only send replacement strands of lights if the lights fail. The tree was purchased as a pre-lit/pre-strung tree and should be covered as such. I stated in my email that I would gladly accept that section replacement and was flatly dismissed and told I would only receive replacement lights. 



    Sincerely,



    ******** *****

Equinox 2, Inc. is NOT a BBB Accredited Business.

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