Complaints

This profile includes complaints for EverLights's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EverLights

  1971 W 700 N Ste 202 Lindon, UT 84042-1483

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  EverLights

  1431 E 80 S Lindon, UT 84042-2245

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:09/03/2024

  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.

  I had a sales rep come out in the fall of 2023 to give us a quote on product and services. We were told that the new version of the product was to release in January. We applied for financing through a 3rd party recommended by Everlights and immediately had to start making payments. In January I had to follow up with the sales rep who then told us the item sold wouldn’t be ready till March. Again time went by and we. Ever heard an update. The sales rep no longer works there and so we were put in contact with someone else who told us July we would have our items, only to cancel on us 1 week before our installation date. Again, we are being postponed. We’re now being told October as an installation date. When we inquired about a potential refund or discount for the hassle, we have not heard back. We are no longer reviewing responses from this company, yet we are still paying for the product through the bank they recommended we finance through.

  Business Response

  Date: 09/04/2024

  The headquarters office was unaware of the desire to cancel the installation. We have processed a check for the loan amount of $3727.50, and cancelled the contract. We apologize for any frustrations.

• Initial Complaint

  Date:04/17/2024

  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.

  Several years ago, Everlights installed Christmas lights on our home and two outbuildings. They were said to be of the highest quality, and as implied by their name, last a long time. They brag about 50,000-hour light bulbs, for example. These lights have never, ever worked correctly for any substantial amount of time. Over the years, Everlights has sent people out (usually in their off-season) to get it working, but they have not been successful. Eventually, they started charging us large amounts to come out, yet they fail to get it consistently working. Now, they are telling us that we must pay large amounts of money for them to come out, and even though their technicians fail, they tell us that to come again will be another large amount of money. We are now going with another Christmas light company, which will cost us about $30,000 (about the same amount we paid for Everlights that don't work or don't work consistently). They have started to yell at us angrily over the phone, which is really odd behavior and shows that they must have lots of complaints from lots of people to reach this point. After years of trying to get the Everlights to work, we no longer want it fixed, since we are replacing it. Since it has never worked, I want a refund of what we paid to have it in the first place and for having technicians come out over the years. Everyone, beware of Everlights!!

  Business Response

  Date: 04/17/2024

  Hi ****, you purchased the lights in 2019 for $23,000.  You received the complimentary warranty period that concluded in 2020.  After that your ************ was on 6/22/22 at a cost of $50.  That is 2.5 years with no reported issues.  Your next repair occurred on 2/14/24, also for $50, 1.5 years without a reported issue.  I believe these 2 $50 transactions are what you are referring to as "large amounts".  The other possibility of the large amount was the $510 fee on 2/29/24 and that was explained to and agreed to by your wife because the lights were damaged by a 3rd party and outside of our control. I must politely disagree that we yelled on the phone.  Since receiving this complaint we looked into the matter and found that it is an unsubstantiated claim.  We're sorry that your lights were damaged by another company and that the other collective $100 in repairs is deemed large.  We disagree with your complaint and the totals you represented in the complaint, but non-the-less wish you satisfaction with your new set of lights from one of our competitors.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21588389
  
  I am rejecting this response because:  Your response is a denial of our years of trying to get Everlights to fix this system.  Just because you had very slow responses to our multiple efforts to get you to fix it does not mean we had no complaints during the long waits you forced on us.  The system has never fully worked, and of course they are holiday lights and so we only tried to put them on during the holidays.  Until the holidays, we accepted your technicians' claiims that it would all work.  If we cannot resolve this with the help of the Better Business Bureau, I at least want other potential buyers to be able to read our experience.  Also, I do consider a $500+ charge to be large, and you clearly are in denial that you insisted on continuing to charge large amounts for each visit in the future.  Since our last $500 visit did not result in the system working (only 2 of the five hubs were operating), we decided that we would not continue to pay $500 to $1000 per visit (your estimates) just to keep having it not fully operable.  We talked to the company that is doing our smart-home conversion, and they used to be third-party installers for Everlights.  They quit when they realized how often the ********* systems would go down, and how little support Everlights was willing to give to make it right.  Buyers beware!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/05/2023

  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.

  Sometime in late 2021 Everlights installed permanent lights on my house. Part of their system requires a control unit be placed on the outside of the house. All of their documentation claims that this is waterproof but it was installed in a way that exposes it to excessive amounts of water. Unsurprisingly the unit went out a little over a year after I had the lights installed and I was forced to pay the $50 service fee to have it replaced. About 3 months after having it replaced it went out again. It is pretty clear that both the install location and manner of install are not acceptable and compromise the waterproof claim on the unit. It is also possible that the unit just isn't waterproof like Everlights claim that it is. My efforts to get Everlights to come out and repair their poor craftmanship have gone largely unanswered. I paid for their service to have permanent Christmas lighting on my house and now I will not have Christmas lights this year. I would like my system fixed, I would like to not have to pay anything since the issue is due to either poor installation methods or false advertising, and I would like a guarantee that the system will not break for an acceptable amount of time (minimum 3.5 years - The remainder of my parts warranty) with all necessary service and repair work covered 100% and completed within 1 week of notification of a failure. Everlight MUST begin to prioritize current clients repairs over new client installs if they expect to ever last as a company.

  Business Response

  Date: 12/07/2023

  Hi ****,  I agree that you shouldn't have to pay for the repair if it was a workmanship issue.  I'm going to instruct the team to waive the $50 repair trip and get you up and running.  Additionally, if the component you've stated failed because of water damage, and it's the 2nd time that's happened, I'll also refund the $50 you previously paid. We'll be in touch about getting your system up and running asap at no charge.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20963607
  
  I am rejecting this response because: on paper the response from Everlights seems like a good faith effort but in reality it has shown the true effort Everlights puts into their customer service and repairs. Over the course of about 3 weeks I made 11 calls to Everlights, not a single call was answered.  I only recieved 3 call backs to my 11 calls, all made during business hours when I couldn't answer and only 1 message was left.  They were more responsive to texting but didn't ever resolve anything just passed the buck on to their "managers".  Since my first contact with everlights 21 days ago they finally fixed my system today, but used unsafe wiring techniques that are against code. I reject their work as being complete when they can't or don't know how to follow electrical code. I also still have not been refunded for the original charge,  they know it was a water damage issue, their tech told me so when he "fixed" the problem the first time. I want my $50 refunded, I want Everlight to come back and run wire professionally adhering to all electrical code requirements, and I want them to guarantee their service as long as the parts are under warranty. I have no faith that their product won't break again and they service warranty should match the product warranty since you can't even get the parts without a service diagnostic on the issue.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/14/2023

  Hi ****,

  I am sorry you don't find this acceptable, reviewing the facts we are in disagreement.  The purchase contract you signed in 2021 was for a 1-year bumper-to-bumper warranty and then a subsequent 4-year parts and labor warranty with a $50 trip fee.  We are abiding by our contract. 

  We reviewed our repair notes and the issue from your first $50 trip was a dead light.  Thus making the second trip an unrelated problem.  None-the-less the refund has been initiated with our payment processor.

  On the matter of not returning calls, our system shows 17 outgoing phone calls from 11/29 to 12/12, so I don't believe the claim that we are non-responsive is accurate.  Perhaps there is a better method to get ahold of you?  If you'd prefer text or email we are happy to adjust our notes and use that moving forward.

  Craftsmanship concerns.  We are adhering to low voltage electrical code which is what our system is subject to.  The homeowner was present when the work was being completed, if they had concerns they could have been voiced while we were onsite, rather than on this platform.

  In wrapping up, we've honored our contract, given 2 free service trips beyond the contract, called an abundance of times, and repaired the system with the homeowner present.  We consider this matter closed.

• Initial Complaint

  Date:12/04/2023

  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.

  My system was connected in March 2022. I paid nearly $8000. In less than two years, I have had four issues requiring service. While in their one year warranty, they came out timely and fixed my problem. In August 2023, the system went down. They came out for a fee in September and purported to correct the problem, which reoccurred about 45 days later. I paid another fee on November 1, 2023. I have still not gotten a technician to come out and it is December 4, 2023. They promised to come out twice and missed both dates. They only sporadically respond to my polite pleas for them to come out and all I get is "they are busy with installs". If you can't handle the workload, you should turn down jobs to service your existing customers. I am now on day 45 and waiting. The whole purpose of getting these lights was for Christmas and that is now is jeopardy. I need someone out here ASAP and your ********* dealer is nice and friendly but is not coming to my house to fix the problem. I have texted and called and been very understand and polite for over a month. I have called the main division and they basically point me to the dealer. Here is an idea, as a condition of becoming a dealer, they should require metrics for timely responding and repairing to service call requirements. I regret buying this system. I should have considered the age and reputability of the company. I suppose if you are buying a system and it goes down from October onward you might as well get your ladder to string up Christmas lights the old fashioned way. What a shame.

  Business Response

  Date: 12/07/2023

  Hi *****, I'm sorry, you should have working lights and we are trying to flex individuals from our ********* down to help you.  I do not have a date yet, but I wanted to let you know we are in the process to get you taken care of asap.  We will let you know when we have the next step.  Thank you

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  At a cost of approximately $12K, the company installed permanent lighting at my home in late 2022. Since then, we've had nothing but problems. Now that we are past the 1 year "warranty" the company wants to start charging to fix these ongoing issues caused by substandard products and services. This company should not be allowed to operate.

  Business Response

  Date: 11/16/2023

  Hi *****,

  I understand our Ops Manager and COO came to your home today and discovered an app issue that was subsequently resolved.  Can you please confirm?

  Thank you

  Customer Answer

  Date: 11/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I consider this issue closed.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/09/2023

  Type:Product 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.

  I purchased the exterior lighting from my house from a Everlights installer, who stopped installing them due to issues with the Everise. As per that company, but I did witness their bad service they received while working on my install. Now, they are stating he since they did not do the install themselves and my installer no longer carrys their product there is nothing they will do to fix them. This is their product and they will not service them, even if I pay for the repair.

  Business Response

  Date: 10/10/2023

  Hi ***,

  You purchased lights and were installed by a third party company, not an EverLights installer.  During most of the year, January through September, we are able to use our technicians, EverLights Installers, to help those who did not purchase with us.  However, we reserve the busiest time of year, October through December, to service individuals who purchased with us.  We did offer to put you in contact with other third party companies who may be able to help you.  Or you can contact the company you purchased with for support.  Lastly we could provide help in the new year.  We want to be able to help you or find someone who could help you sooner.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20716871
  
  I am rejecting this response because:
  

  This is like saying a car worked for a few months and now you absolve yourself of your product functioning. I am not asking for free service, I am asking for someone who is an expert with your terrible product to once again make them function. My installers was an authorized installer for you, their status is not at question. They left because of your poor product and now I am stuck with them on my home. 

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

  Business Response

  Date: 10/11/2023

  Hi ***,

  As I stated you're welcome to contact the original company who did the installation, whom you paid to come out and service your home.  If you don't want to do that, we can provide a list of other businesses to give you service.  If you would like our service we are currently booked out until **** for individuals who did not purchase their original installation with us.  Please let us know what you would like to do.  We're always available via phone, text, or email. ************** , *******************************

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20716871
  
  I am rejecting this response because:
  
  This response is unacceptable. It is an example of how you treat customers. You know all of these statements are not helpful, yet you send them. You know my installer stopped selling your product, you know why, you have capacity before ****, that is absurd. Of course your product is so bad, I am sure you are busy, but just because you didnt install them doesnt absolve you of handling ************. This is not helpful and not acceptable.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 10/11/2023

  The installer confirmed they would not do business with Everlights last fall.  Everlights did a repair at that time, they have done repairs on two occasions due to my installer being out of business. 
  

  I did not pay Everlights for my install, at that time they did not do any installs. I have paid them for service.  Again, I am not asking for free service, I am asking for service at their price. They have to be able to service a very expensive product which they sell. I paid approximately $5000 for my permanent Christmas lights. Although one of their points was they worked for awhile.  It doesnt make any sense. 

  Business Response

  Date: 10/11/2023

  Hi ***,

  I believe the core of your complaint is that we cannot service you fast enough due to the time of year and our company policy.  We have serviced you in the past and we are happy to service you in the future.  We simply cannot right now.  If you'd like a list of other businesses that might want to service you for a fee, we can provide that.  If not we are into the **** calendar year.  As that appears not to your satisfaction, I'm very sorry.  If something changes on our end we will attempt to remember your case specifically, but it doesn't hurt for you to reach out to us from time to time to see if we have new availability.  So don't be a stranger!  We'd love to help if we can.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20716871
  
  I am rejecting this response because:

  So now in front of the BBB, you are changing your policy back from- we so not service customers we didnt install. You guys are so shady it is incredible. **** is unacceptable. Hire more techs to meet your demand. Half the list you gave me is no longer in service, no answer and one just said they leave me all of their garbage. Just wow. If you cant service your existing customers you should stop installing a product with the fail rate that it has. Telling people there are never problems.

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