American Transit Mix/Cemex

My Handyman has attempted to contact the customer several times to set up a time to drop the adhesive off and haven't received a call back from the customerThe customer and I both agreed that we would drop it off and my technician got stuck late on a job and forgot and I was unaware of this until
she filed a complaint. I have told the customer this already but thin set isn't something we charge van stock forThin set is something we purchase for the specific project as there are multiple types of thin set you can useIn this case we needed to purchase thin set that was safe to use in a showerAlso there isn't a "typical" van stock fee, we bill van stock based of the itemThin set/adhesive isn't one of those items. There will be no refund, I have already agreed to drop off the remaining thin set to the customer but she needs to call me to set up a time for my customer to drop it off. Trey C***My Handyman###-###-####***

Mr*** *** contact My Handyman requesting service to re-frame two basement windows in his home at *** *** ***w *** *** ***Mr*** originally spoke with the *** regarding his project*** Advised this was a fairly straight forward project and that we would complete this
project on a time and material basisThe customer did not want the work to be completed on a time and material basis, he wanted a guaranteed bid price for exactly what the project would cost with labor and materials*** gave Mr***s information to ***, the owner of My Handyman, who called Mr*** to discuss the project over the phone*** also advised this was a project that we would complete this project on a time and material basisThe customer told *** he wanted him to come look at the project and he wanted a guaranteed bid price for the project. *** went out to the customer's home and met with Mr*** on May 6th to review the project*** wrote out an estimate detailing exactly what work we would perform and the total cost for labor and materialsThe customer agreed to this proposal, the customer signed the proposal, and the customer requested we call him to schedule an appointment. My Handyman was on site to complete the project on June 5th and completed the work per signed agreementThe customer signed off acknowledging the satisfactory completion of the projectThe customer paid with a credit card in the full amount of $350.00. My Handyman completed the work for the price agreed upon by Mr*** and My HandymanMr*** signed the original proposal agreeing to the price and he also signed the work order stating the work was completed per the contract details. Please feel free to contact *** or *** with any additional questions or concerns. My Handyman*** *** ***

The business contacts ([redacted] & [redacted]) never mentioned anything about a "time and materials basis" offer.  The sole purpose of having [redacted] come to my home was to assure me that his business could complete the project and to provide me with an estimate for the projected work.  His estimate of $350 was based upon anticipated materials and 3 hours of labor.Additionally, I spoke with [redacted] on the afternoon following project work completion and voiced my concern about being charged the full $350 estimate amount for what totaled 1.5 hours labor, 2 pieces of lumber and about 24 3" wood screws.  After some discussion, [redacted] and I reached a verbal agreement that the appropriate project cost should be $250.  However, his offer to credit my account $100 toward a future project with My Handyman was not acceptable to me since I had no idea when or if I would ever use their services again.  He informed me that he could not credit my credit card account nor provide payment via check without [redacted]'s approval.  I asked [redacted] to have [redacted] contact me at his earliest convenience.  [redacted] has never responded to this request, dispite having left additional request messages via phone and e-mail.  In my opinion, [redacted]'s verbal agreement about reducing the charge from $350 to $250 is binding.  The outstanding issue which remains unresolved is obtaining my $100 refund.Regarding the My Handyman Work Agreement:  The agreement states that I would be charged a $130 minimum fee pluse $85 for each additional hour of labor.  This agreement also details specifics on what constitutes llabor charges.  These agreement terms are what I signed for.  There is nothing on the agree stating that my cost would be a firm $350 regardless of the amount of materials and labor used .
Regards,
[redacted]

This was in no way a collections fee. The customer paid My Handyman by check, and the check was returned for insufficient funds and we are only passing along the fee the bank charged us to the customer for writing a check without sufficient funds in the account to cover it. We are not imposing any...

additional fees beyond that.Secondly, My Handyman made several attempts to contact the customer including 4+ phone calls and voicemail's, emails, and written letters. The customer never returned our calls, emails, or letters. It look My Handyman filing a formal complaint with the Genoa township police department and an officer calling her directly to get the customer to even acknowledge that we were trying to rectify the bounced check. We will not waive the additional fee. Trey C[redacted]

I am rejecting this response because: Trey C[redacted] has given me several dismissive excuses as to why: 1. There would be no refund...he suggested that I should take a discount on the next service project.  2. Trey C[redacted] told me that he forgot to tell the service man to drop off the thinset because Trey C[redacted] had a family member going into hospice...how that affects me has no bearing on the situation.  3. Trey C[redacted] was rude on the phone to me in the original discussion about the bill and the price of the thinset...at no time did he mention that this particular thinset was needed for the particular area the tile was being installed. 4.Trey C[redacted] responded to my Revdex.com complaint directly to my personal  e-mail address where he states, "I do not appreciate you filing a review agency complaint on my company."  I forwarded that e-mail directly to the company owner, Trent F[redacted] because I felt Trey C[redacted]'s response was very unprofessional. (I replied to this message and I did not return his phone calls due to  it was in my best interest no to speak directly to Trey C[redacted], as it would not have been pleasant.) Then ( and only then) did I receive the remaining thinset delivered to my door by the original service man on Sunday, July 5, 2015.  Finally, I am a very unsatisfied customer and will not recommend My Handyman to anyone because of the way they failed to promptly and professionally resolve billing or customer service issues.     
Regards,
[redacted]