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Complaint Details
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Initial Complaint
12/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
August 2021 Cutting Edge installed landscape lighting. The timer, written instructions, any material for this product was not given. We asked as soon as it was installed. We are now having to manually turn on and off the exterior lighting. We paid in full when the bill was sent. The irrigation heads are too strong on the sides of the house. Too much water caused us not to be able to use our new irrigation system. We want them to show us how to work the timer. And the irrigation heads need to be exchanged. We have waited patiently. This has been paid in full and we cannot use the products that they installed. We just.want these fixed asap.
Business response
02/01/2022
Business Response /* (1000, 5, 2022/01/03) */ Per our email conversation with this customer on 12/20/2021, they were updated the week prior on 12/14/2021 from their initial contact that one of our company owners would be by as soon as our schedule allowed to resolve the existing issue with the installed lighting timer. They continued to be updated throughout that week. The customer knew that we had a project scheduled that this owner was at, in which he is required to be on site for. Even after an appointment was made for us to come look at this timer, the customer was impatient and dissatisfied that we could not drop our current day's work to fit in this type of issue. There was no consideration that have an extensive schedule and other customers waiting for our services as well. The customer then proceeded to email our office staff and leave a threatening voicemail to submit a claim to BBB if we did not come by her demanded time. We have always worked with this customer and have not given them any reason to feel that we would not help as has been done in the past. This customer also left us a stellar company review on Google, which also causes us to not understand why this has escalated into this complaint. The claim of the irrigation system not functioning properly is false, as our staff was on site for this adjustment on 10/04/2021, and verified upon leaving the property that the system was in proper working function. We have not been notified by the customer via email or phone that there were such issues with either their lighting timer or irrigation system until 12/14/2021. We have had no contact with them since 10/05/2021 responding to a separate conversation, in which we emailed them last and have never heard from them since that date. The purchased timer does not come with any instructions and is set to be either operational, or not. Based on the customer's threatening tone, impudent language and false accusations against our company, we ultimately felt that we should no longer be in contact with them. The Cutting Edge felt at this point it was in our best interest to cut all ties with this customer and requested that they do not contact us again as of 12/21/2021.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.