The design process started off fine, though I later learned I had been working with a newer employee who must have missed things and this was told to me by someone else at the company.
After paying the deposit, the install crew showed up that same evening, but they had been given the wrong proposal to work from. They started installing lights in an area that was never approved. I had to catch the mistake myself, after work had already begun. When I tried to contact my main point of contact, he had no explanation as to why they were working off the wrong proposal. Eventually someone else on their team (who was driving home at the time) got involved, but he didn't have the correct documents in front of him either. So, I had to explain everything again. You would think a company that markets itself as "exceptional service" would ensure their install crew has the correct information before starting work on a multimillion-dollar home. Instead, I ended up having to micromanage the entire process to make sure they followed the right plan. The install crew were amazing and were only working off of the information they were given. My issue was the lack of communication from the office.
When the job was finished the tree they were supposed to light looked half done. I emailed the my contact again, who said they "used all the lights they had." That was never the plan and directly contradicted the design I approved. It looked exactly like what I had asked them not to do.
When I called to express my frustration, the person I reached acted very vague and only offered a solution after I expressed my unhappiness. He just gave an apology and a vague promise to "talk with the employee". He eventually said he would send the crew back, but of course they couldn't return for another week.
Overall, this company has poor internal communication and minimal accountability. Their response to issues has been poor and dismissive. For the price they charge, I expected professionalism and quality, not a project I had to manage myself.
If you're looking for a company to install holiday lights on a high-end property, I strongly suggest finding another company. The frustration and lack of professionalism simply aren't worth it.
UPDATE:
I spoke with the owner Scott and we had a very detailed conversation. He said in hindsight that tree wasn't a good fit for what I wanted to be done. This was not told to me at all during the design process. I decided to no longer work with this company because they were not a good fit for me. When I hire someone to complete a job I want the whole process to be seamless and this was not it. Again, the installers were amazing its the communication and customer service I had issues with. Because the installers were so good and Scott tried to come up with another solution I changed my 2 star rating to a 3 start. read more
