Complaints

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:04/25/2025

  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.

  Bought a house with jelly fish lighting already installed and in working condition during the home buying process. We were told we would just need to contact the company to have the account switched to our name to have access to use them through the app but when we called we were told it would be a $150 service fee for that to be done. We figured out how to reset the WiFi and the controller required an update. After updating the controller the lights do not work correctly and show different colors than selected, the lights flicker, and half of the lights show a different pattern than the others. We have contacted the local office multiple times with either no help or no answer. We have been in touch with the corporate office which put us in contact with a service tech out of a different state who states that there is probably an issue with the controller but has been unable to get ahold of our local office as well. He told us with the install of the controller in the attic (which was done by the ********** location) in ***** heat, it probably ruined the controller itself. The already installed lights were a huge selling factor for us, but we are very unhappy with the customer service we are receiving especially considering how much was paid for these lights to be installed just 2 years ago. All We want is for them to reach out and resolve this issue that way we can enjoy the lights. We had Gemstone lighting at our last house and had zero issues. When we sold the house, they had a *** come out for free and help the new homeowners switch everything over.

  Business Response

  Date: 04/29/2025

  We have a service call scheduled for May 5, 2025. The fee for a service call to set up a new homeowner after a home with JellyFish Lighting has been sold is usually $150, but we are waiving the fee for this new homeowner. 

  Customer Answer

  Date: 05/07/2025

  I am rejecting this response because:  they came out on 5/5 and did not fix the problem. They left an emailed response that said enjoy the lights from the technician. ***** with Jellyfish told me to reach out to him after the work was done. And he has not responded. **** with the ***************** responded to my email and told me that since the technician didnt show us how to utilize the app correctly it would be $150 to send them out again. Gemstone lighting has superior customer service and at this point Id rather have ********************** take off the lights and put up gemstone lighting. 

  Business Response

  Date: 05/16/2025

  To whom this may concern:
  Mr ****** filed a complaint about Jellyfish Lighting.  
  Mr. ****** bought a home recently that has Jellyfish Lighting on the home.  After he bought the home he called Jellyfish Lighting and asked if we could come out and get his lighting connected to his router. Mr ****** was told by several people at Jellyfish Lighting that to do that it would be a $150 charge.  Mr ****** called several people at Jellyfish Lighting and got the same response.   The Manager in ****** then spoke to Mr. ****** and told him to get online and he could set up the wifi himself if he followed the instructions.  Mr ****** said he tried and could not figure it out.   After hearing from Mr. ****** several times Jellyfish Lighting sent out a technician to Mr. ******* home at NO CHARGE to Mr ************* The technician got his wifi set up and trained Mr. ****** on the App.   A week or 2 after the service Mr. ****** called several people at Jellyfish Lighting saying he thought there was something not working correctly with the Jellyfish Lighting system on his home.   Mr. ****** was told by several people that we could send a service tech out to check and repair for $150 charge.  **************** got upset about asking for a payment.   Again the Branch Manager agreed to send a service tech to Mr. ******* home at NO CHARGE to get the lights on his home working.  The tech is scheduled for 5/20/25.  Mr ****** agreed to remove his complaint with the BBB once the lights on his home were working correctly.
  Mr ****** has never bought anything from Jellyfish Lighting, has no contract with Jellyfish Lighting, has received free service from Jellyfish Lighting, is scheduled to receive more free service and materials from Jellyfish Lighting and files a complaint with the BBB. 
  
  

  Customer Answer

  Date: 05/20/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/13/2024

  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.

  On Jan 30, Jellyfish Lighting arrived at my home to install permanent lighting, during the installation while in the attic a worker stepped through the foam insulation into the garage. While on the roof eve, a hole was cut out in the siding to presumably run wires. The workers chose not to use the hole that they created and instead ran the wires through the existing outdoor camera subsequently shifting the camera angle and leaving the hole in the siding.

  Business Response

  Date: 02/28/2024

  Initially we were advised by the customer (*****) that ***** would hire her own contractor for repairs and would send Jellyfish the invoice for payment.  From the time frame of January 30th to February 7th, There was no communication from ***** regarding contractor payment etc.  By February 13th contact with ***** was made and the above was mentioned. ***** response was along the lines of "this should not be her responsibility" which I can understand.  ***** and I agreed to schedule our service technician to do a walk thru with ***** to address all areas of concern which was 2/19/2024.  As of today 2/28/2024 all items have been addressed and/or repaired.

  Customer Answer

  Date: 02/28/2024

  I am rejecting this response because:   I contacted their main office in **** on several occasions also I have text messages from their representative because the office in ****** would not respond. I sent several emails to ****** and their inbox with no response when I got a separate estimate and wanted them to approve the work.  THE work as of Feb 28, 2024 is NOT done, the contractor they hired has not been back to the house to complete the work, citing insufficient ladder and equipment to complete the work and that the office would call me and they have yet to call. 

  Business Response

  Date: 02/28/2024

  We do not have any intention on charging your account until all repairs have been addressed.  That is our policy.  You spoke with ********* in the ****** office on 2/13 and at that time there was no mention of an estimate waiting for an approval.  We are in contact with you and have every intention to repair all items of concern/damage.