ComplaintsforAmazing Lawns & Lighting

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  I asked this person to give me a quote on the job

  Business response

  03/29/2024

  Dear BBB, 

  Thank you for the opportunity to describe the transactions that occurred with this gentleman who hired us to install his holiday lighting in the 2023 season. We were given the name of *** ****** to try and call from another lighting company that we work with often, as they had *** ****** as a customer previously and decided to not do business with him again. They did not indicate any reasoning.  We had the option of trying, so we did make the call to *** ******. Our initial conversation included our pricing for itemized items he described and the purchase of new materials he desired ( 1 new string light)   It was also an opportunity for *** ****** to describe the set-up in specifics of decorations to be hung. At the time of this phone call, he stated he had the following: linkables across the front only of his one story ranch home, 2 angels, 2 soldiers to be hung. It was also described he wanted 1 garland re-strung with new lights and draped on the front railing. It was on this description the time estimate was set at one hour and half hour and a 3 man crew (4.5 man hours) for $300. In this phone call, ********* did state the boxes were located in his basement and indicated our crew would need to retrieve them, bring to yard and unpack. But it would be easy, ********* assured us, and he would be present. Okay, based on our assessment of the items described by *** ****** we quoted him a guesstimation of three (3) guys for 90 minutes to perform the described tasks.  Three men for an hour and a half of time were to cost him $300 for the installation only portion of the bill. This $300 covered the 4.5 man hours he purchased.  The take down is basically part-two of the service as it requires a return trip after the holiday and is often quicker than the set up takes, thus it is less expensive. We discussed our take down price to cost *** ****** of $150.00 and it was an additional fee. The take down is just that, physically removal from house, boxing or folding of frames and gathering of all electrical power cords from yard, wrapping and stacking the set up all accessible to customer. It was also explained to the customer that extra time is billed out accordingly. We charge $65/man/hour for all of our business specialties. It was explained fully with base installation price, base take down price,  product purchases are extra as is any extra labor hours to be determined.  He agreed and we scheduled his job on our calendar. 

  Upon arrival the day of scheduled installation, *** ****** was present and we recieved a phone call from our crew leader stating he did not think this job was as large as the customer is laying out, according to the work order. We called ********* and informed him our crew were to perform the tasks described and if he wanted to add in other tasks, we would charge him our labor rate for the guys. Okay, he agreed and proceeded with his set up. Adding in garland to be hung over the front door, garage door and along a fence, in addition he added 2 wreaths to be hung and powered on the fence, lights in front  bushes, 2 snowflakes  and North Pole star and starbursts on peaks all were added in to be hung and powered. The one garland re-string turned into 3 restringings all with new light strands. In addition, *** ****** was very particular and while he was giving instruction to one guy the other two guys attempted to continue working on the known tasks but were held back and made to wait for *** ******'s personal instruction and supervision. Of course, ********* denies micro-management of the crew but being this crew is highly seasoned they know time is on the line on these jobs. This is why we were informed they would be longer and asked how to proceed. Out of respect and assumption Mr Tuttle would honor his requested service, we informed our paid staff to stay and do as the customer requested.  This added considerable time and our crew was there an additional 2.5 hours for the set up alone for a total of almost  4 hours. Three men for four hours equates to  twelve labor hours that we invested in for his set up.  *** ****** was happy with the set up but continued to deny the fact that he indeed added time beyond the initial description of his set-up. We now believe it was part of a plan and not a simple oversight he failed to mention. Had this customer fully described the job he wanted the cost would have been nearly double.

  In handling of this account and having had a few more conversations, that were kind in nature but  without any resolve. We did discount the invoice by $204.00  but *** ****** continues to misconstrue the story trying to get everything he can for near no cost. *** ******'s set up alone ended up costing more than his whole bill equaled after he basically doubled the work involved after our crew arrived. After the holiday passed, we were feeling empathetic to this older gentleman, consequently,  we did go back to *** ******'s  house and gave him a take down service at no cost.  We paid a guy to go to his house and take all of his items off his house, fence, bushes and stack them in the garage.  Being  we were already upside down on the unexpected add-ons to the job, and feeling quite duped by this customer - we offered  to move the items from the garage down to the basement for $150.00.  The "free" take down cost us nearly $100 in labor to get it to the garage. We were looking for a solution without continued losses.    *** ****** declined and wanted the service performed free of charge and stated he would not be making any such payment. We kindly left the items stacked in his garage as our take-down service describes. 

  We deeply regret the experience with *** ****** as we do not have these challenges with any other customer. In discussion, It was recommended that maybe he should downsize the set up display as it was very labor intensive and he said he did not want to do that. Bottom line, we outlined our service as stated to *** ****** before, during and after the delivery. It became very apparent that ** ******* uses his age, condition and situation to manipulate situations for his benefit. We pay out our labor costs weekly and have been gracious to not only go back for free on his take down, but to extend a $200 discount already. We now learn, ********* is asking for a refund of $150 because we did not take his items to his basement. We do not take anyone's items to their final storage areas unless hired. We are a small business and not a volunteer group. ********* could use some grandson type of help and we did as much as we could for him without making any profit but actually lost money as *** ****** now enjoys the new light strings in his garland, the jumper cords in his possession and many hours of labor of which we basically donated. 

  We wish no ill will to *** ****** as he is a proud veteran of our US Military, of which we respect. We ask to part ways with ********* without any further gifts or donations in further discounts to him. And, like the company that referred us to him initially, we will follow suit and choose not to do any future business with *** ******.  In the end, there seems to be a pattern of conduct here ; that goal is for him to get as much as he can from someone and not pay for all he said he would.  We do not wish to further argue with Mr Tuttle as we have cut our losses. However, we caution other companies from being blind-sided by this self claimed said victim.  

   Thank you again for the opportunity to refute *** ******'s complaint against our company of 15 years with this being our only complaint on nearly 2000 + plus set up / take downs over the last 10 years with 200 individual setups performed annually. We pride ourselves as being very fair and responsive with an excellent customer base and repeat recommendations.

  Best Regards, 

  ***** *******, Owner Amazing Lawns and Lighting

*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. ↩