Bobs Handyman Express

(The consumer indicated he/she DID NOT accept the response from the business.) Case # My spouse and I strongly disagree with MrKolenda's recollection of our agreement and his account of what transpired regarding the services he providedWe also find his response to our complaint with this agency not only offensive, but condescending, patronizing, bigoted and clearly unprofessionalYes, we are two women, but we are NOT, "helpless" as he mentionedWe stand by our complaint with further comment belowFor reference we have responded per each of Kolenda's items: #1-Kolenda agreed to disconnect the old stove, install the conversion kit and reconnect the new stove for a fee set by him of $All of which were to be started and completed on 6/2/per our phone conversation on 5/27/ # (a) I provided Kolenda the property address and gave him verbal directions on 5/27/Kolenda acknowledged that he was familiar with the areaMeaning that his statement, "I reluctantly agreed to disconnect and re-connect after I saw how far away she lived..." is FALSE (b) Kolenda makes mention of, "dealing with supposedly two helpless women"This statement is not only difficult to digest, but offensive #3-Kolenda was provided the estimated timeline on 6/1/that was given to me by Home DepotYes, there was a, "window" for the deliveryHowever, I was instructed by Kolenda to call him once I received a phone call from the Home Depot delivery person(s) on 6/2/They were to provide me with a more accurate time of delivery #4-Kolenda's statement, "I told her partner that I only do conversionBecause I was between a rock and a hard place I did the dis-connect.", is and NEVER took place #5-Kolenda was given and acknowledged the estimated timeline for delivery on 6/1/Again, per his instructions, I was to call him on 6/2/once I received the phone call from the Home Depot delivery person(s) #6-Kolenda indicated that, "Renee arrived about the same time as the truck arrivalI told her I would have to charge a little extra for my timeShe asked how muchI said $50.00." (a) My spouse and I arrived when the delivery truck was leaving the propertyOur tenant was authorized to receive the delivery (b) The "extra" $fee was to CHANGE the OUTLET and an, "electrician's rate" NOT for Kolenda's "time"This fee was NOT discussed until much later when Kolenda found the faulty outlet in the kitchen #7-Kolenda was asked if he could replace the outletHe responded by saying that he would have to charge an additional, "electrician's rate" of $It was NOT until Kolenda created the arc that he admitted to not being an electricianHe did NOT tell me, "many times that I'm not a electricon" (sic) #8-Kolenda stated he, "went out of his way to help" meThis was a business arrangement and NOT amongst friendsKolenda should have NOT accepted to replace the faulty outlet with another outlet that he retrieved from his van knowing that he was NOT qualified to do soHe should have continued onto his awaiting Customers where he could have generated more profitAgain, the $fee was to replace the outlet at an, "electrician's rate"NOT for Kolenda's, "extra time" Furthermore, please consider this issue unresolved and Koldenda's response unsatisfactory due to Inferior Repair and Failure to Provide Invoice/Receipt for servicesKolenda agreed to send a refund of $and the Receipt--both of which I still have yet to receive Renee Souza 7/21/

On 12/11, Home Depot said we would have service on 12/and someone would call us to reconfirm On 12/12, Doug called and asked if he could come over today because he would be in the area Because we are in a rural area, he had to call for directions He was pleasant during phone conversations Luckily the refrig repair was a simple fix but he was also pleasant during the service call

I do 4-jobs a day days a week[redacted] and *** warranty protection plans are very happy with my performance.I f they weren't they'd drop me in a heart beat.I'm one of their top performer's in all the islands

Bob came by to fix our refrigerator (it is under warranty from L.GAs it is only months old)He said we should see about getting a replacement as it is still newAt the time L.GSaid no since it is fixableOn December I called Bob and he said he would come by and fix itI waited all day and no call no showI called L.GAnd they said they spoke with Bob and he told them he would call meHe never did and when I called him no answer and no voice mailI called him every day ( again no answer and no voice mail)Finally on December he answered and said he was with a customer and then said oh didn't I fix that already? No you didn't as you have been here only once to check the problemHe then said he would call me right backWell he didn't call meOn December 30th still no call backOn January I again called himNo answer and no voice mailI called again on January 3rdand he answered and said (again..as usual) he was with a customer and would call me right backHe never didI gave up trying to call himToday is January 10th and he said he would call me right back (again) on January 3rd and never did and that was days agoSo I give up with him.On January 4th I called L.GAgain and they said he is the only repair man they have in the area but will try to find some one else to help usOn January 10th L.GCalled and they are going to give us a refund or replacementWe are going to go for the refund as if something happens again there is no way we will deal with Bob ever again! I have been waiting three weeks for him to come by/ call me and he never does I told L.GThat I read reviews about Bob's business and other customers say the same thing about him not returning calls and not showing upAlso that the Revdex.com had some complaints about himI am finished with Bob and am working directly with L.G....L.GHas been very helpful with this problemI do not want to file a complaint against Bob just putting my review out thereThank you, Beth N [redacted]

It's sure is funny how to people have to entirely different view of things.I never have this kind of a problem with customer.Generally customers are more than happy to adjust their time or do what ever it takes to get their appliance repaired.And I do the same.I always call and verify appointments especialy when I have to drive a lengthy distance.I sincerely apologise if you think I'm rude.I would really like to make this right,and get it behind me.Can we please stop the drama and just fix your Landlords Microwave

Complaint: ***
I am rejecting this response because:I think it's funny that you say you've never had this problem, but that there are Revdex.com complaints against you not counting mine, and also that the supervisors at *** *** knew exactly the complaint they were going to be getting when they heard you were assigned to this repair.
I would like to stop this back and forth now and see what Revdex.com can doIf I wanted to argue back and forth, I simply would have continued to call Bob
Sincerely,
*** ***

From: r*** ***
Sent: Wednesday, July 23, 6:PM
To: *** *** ***
Subject: Re: Revdex.com Complaint Case# *** ***
Dear *** ***
I am not sure whether or not there as been any update to my complaintI did reply on 7/21/which is shown as, "Consumer Response to Business Response"But, there has not been any activity since then
Sincerely,
*** ***

I have drove three times(miles) out of my way to accomidate this customer.When I talk to a customer and make appointments I immediately log entry in my appointment book.One time in particular we had a verbal for a Saturday.I called her before I was supposed to arrive.She stated that I never
committed to the appointment.I asked if I could come over now.She stated that she had plans to go to the beach.Another time we had Saturday appointment.I called to verify again(hour before arrival).no answer.I left a message.Customer calls back exactly at the appointment time and says where are you.I told her that I had called to verify(do 4-customers a day) and that there was no answer so I had to bump her to later in the day.She told me she was sick and her child was too.I apologize if she thinks I'm rude.Fustrated with her yes.I believe she's just playing games with me so she can get a new microwave thru the *** *** plan

Hello,
This was a warranty job.Unfotunately this refrigerator had ck roaches in the inverter printed circuit board and the main controlThe warranty company told me to disregard service on this customer.They don't cover this type of repair caused by insectsI feel bad
about this,but honesty is the best policy when working with the company that pays me.
Aloha
Bob's Handyman Express

Complaint: [redacted]
I am rejecting this response because:Bob had shown up to my home twice without me knowing. I came home to a business card taped to my door with a note on the back telling me to call him. We never had any appointment scheduled at all for those times. I have documentation of calls and text messages between Bob and myself, my property manager and myself, and the owner and myself. They were told different things by him also.
I also do not want to receive a free microwave from [redacted]. I don't even own my place, nor do I own the microwave. It was purchased by the owner and came with the home. I am not even the one who is supposed to be dealing with any warranty information, nor do I know how! The owner has had just as much trouble, and he was glad to hear I reported it. He also called [redacted] who said as soon as the owner mentioned that Bob was responsible for this repair, he knew we were unhappy customers. 
Further, the time he is referring to when he says "We had a verbal for Saturday" and that I wanted to go to the beach, he never called me back earlier in the week to even schedule that! He asked if he could come over later in the day, and I said no because my family had just flown into Hawaii and we had plans to go to the beach. On several occasions I had called him to reschedule after he missed appointments, and all he could say was that he would "be over later in the day." He was unable to give me any time frame. There were several times when I accepted that offer to only sit home all day on my days off (when I clearly have things to do and errands to run) without him showing up or calling to let me know he wouldn't make it. 
Also, the second appointment he brings up ("Another time we had Saturday appointment.I called to verify again(1 hour before arrival).no answer.I left a message.Customer calls back exactly at the appointment time and says where are you.I told her that I had called to verify(do 4-5 customers a day) and that there was no answer so I had to bump her to later in the day.") doesn't make any sense. If we had an appointment, why did he call to verify? We had never decided on cancelling appointments if I didn't answer the phone. We had an appointment set for 9am, and I didn't have my phone near me in my home (it's a cell phone). The only time I asked him to call me before he came over was when he gave me vague information about when he could come to my home (e.g., "I can be there later today"). I never asked for him to call me before specific appointments. Also, the only reason I said I was sick was because I kept coughing on the phone. Never did I use that as an excuse for him not to come over. In fact, he made a comment under his breath about him having to come over when I am sick. I also had plans later in the day (I am a full time student taking 22 credits, and I work, so you can imagine how busy my weekends are trying to catch up with everything) to grocery shop, so I couldn't reschedule then. Like any busy adult, I am not available all day long, every day. We had an appointment that he missed, and because that appointment was scheduled for the morning, I had other plans in the afternoon.
I am very angry. He has told me that this situation is "old" and that he wants to get this job over with. He is very unprofessional and rude. He also told me he was being blamed for everything (however, he should be). 
Sincerely,
[redacted]

-----Original Message-----
From: [redacted]
Sent: Wednesday, July 16, 2014 5:21 PM
To: [redacted]
Subject: Re: Revdex.com Complaints
Case #[redacted]
Interesting letter.Very articulate
#1-I charge...

$125.00 for a conversion only.I don't disconnect.I don't reconnect.
#2-I reluctantly agreed to disconnect and re-connect after I saw how far away she lived and I was dealing with supposedly two helpless women.Plus she said it all had to be done that day.
#3-She said the delivery would be in a 5 hour window.I believe she said 11:00am to 4:00pm.
and that it had to be all done today.I got there at 11:00am.
#4-I told her partner that I only do conversion.Because I was between a rock and a hard place I did the dis-connect.
#5-I left the prememises and waited,thinking that they would arrive sooner than later.
They arrived much later.3:45PM to be exact.Mind you the house is in a very remote area and is about a 45-50 drive from my house.So,I waited in the area
#6-Renee arrived about the same time as the truck arrival.I told her I would have to charge a little extra for my time.She asked how much.I said $50.00.Mind you I had to put off two customers to accommodate her,and lost about $250.00.
#7-After the connection of the stove I found that that receptacle that the stove plugs into was faulty.
I tried to find the problem.I did tell her many times that I'm not a electricion.However,I did find a very unusual situation.More than one GFI(ground fault interrupter) on a circuit.You should only have one per circuit.I did find a loose wire on one of the receptacles.And it did arch.Thats when I stopped and told her she better get an electrition.I watched her turn off the power to the Kitchen receptacles.
#8-I went out of my way to help her here.Only charged her $50.00 for my extra time (4hrs)
Sincerely
[redacted]

On 12/11, Home Depot said we would have service on 12/15 and someone would call us to reconfirm. On 12/12, Doug called and asked if he could come over today because he would be in the area. Because we are in a rural area, he had to call for directions. He was pleasant during phone conversations. Luckily the refrig repair was a simple fix but he was also pleasant during the service call.

Bob came by to fix our refrigerator (it is under warranty from L.G. As it is only 4 months old). He said we should see about getting a replacement as it is still new. At the time L.G. Said no since it is fixable. On December 21 I called Bob and he said he would come by and fix it. I waited all day and no call no show. I called L.G. And they said they spoke with Bob and he told them he would call me. He never did and when I called him no answer and no voice mail.
I called him every day ( again no answer and no voice mail). Finally on December 29 he answered and said he was with a customer and then said oh didn't I fix that already? No you didn't as you have been here only once to check the problem. He then said he would call me right back. Well he didn't call me. On December 30th still no call back. On January 2 I again called him. No answer and no voice mail. I called again on January 3rd. and he answered and said (again..as usual) he was with a customer and would call me right back. He never did. I gave up trying to call him. Today is January 10th and he said he would call me right back (again) on January 3rd and never did and that was 7 days ago. So I give up with him.On January 4th I called L.G. Again and they said he is the only repair man they have in the area but will try to find some one else to help us. On January 10th L.G. Called and they are going to give us a refund or replacement. We are going to go for the refund as if something happens again there is no way we will deal with Bob ever again! I have been waiting three weeks for him to come by/ call me and he never does. I told L.G. That I read reviews about Bob's business and other customers say the same thing about him not returning calls and not showing up. Also that the Revdex.com had some complaints about him.
I am finished with Bob and am working directly with L.G. ....L.G. Has been very helpful with this problem. I do not want to file a complaint against Bob just putting my review out there.
Thank you,
Beth N[redacted]

This guy is rude, untimely, has no clue about customer service and has given Home Depot a bad name in terms of a warranty contract.
"Bob" never even made it to our house after waiting 8 hrs for the service repair. We had to call him at 3:30pm to check he was coming, acted like he was getting ready to call us then runs through a series of questions and says...'yep, I know exactly what's wrong, I'll order the part,' are you kidding me?!
We call him back at 4:45pm and he says no, I'm not coming out here I order the parts...what?! Then we asked when the parts would arrive and he said we were insulting his intelligence by questioning how he knew what was wrong by talking to my wife ON THE PHONE!
Poor communicator, poor customer service, and over all experience. Here's the kicker...he is the only Home Depot service guy on the Big Island!!!
Be forewarned on this guy. Mike in Kamuela.

(The consumer indicated he/she DID NOT accept the response from the business.)
Case # 52024696.
My spouse and I strongly disagree with Mr. Kolenda's recollection of our agreement and his account of what transpired regarding the services he provided. We also find his response to our complaint with this agency not only offensive, but condescending, patronizing, bigoted and clearly unprofessional. Yes, we are two women, but we are NOT, "helpless" as he mentioned. We stand by our complaint with further comment below. For reference we have responded per each of Kolenda's items:
#1-Kolenda agreed to disconnect the old stove, install the conversion kit and reconnect the new stove for a fee set by him of $125.00. All of which were to be started and completed on 6/2/14 per our phone conversation on 5/27/14.
#2
(a) I provided Kolenda the property address and gave him verbal directions on 5/27/14. Kolenda acknowledged that he was familiar with the area. Meaning that his statement, "I reluctantly agreed to disconnect and re-connect after I saw how far away she lived..." is FALSE.
(b) Kolenda makes mention of, "dealing with supposedly two helpless women". This statement is not only difficult to digest, but offensive.
#3-Kolenda was provided the estimated timeline on 6/1/14 that was given to me by Home Depot. Yes, there was a, "window" for the delivery. However, I was instructed by Kolenda to call him once I received a phone call from the Home Depot delivery person(s) on 6/2/14. They were to provide me with a more accurate time of delivery.
#4-Kolenda's statement, "I told her partner that I only do conversion. Because I was between a rock and a hard place I did the dis-connect.", is FALSE and NEVER took place.
#5-Kolenda was given and acknowledged the estimated timeline for delivery on 6/1/14. Again, per his instructions, I was to call him on 6/2/14 once I received the phone call from the Home Depot delivery person(s).
#6-Kolenda indicated that, "Renee arrived about the same time as the truck arrival. I told her I would have to charge a little extra for my time. She asked how much. I said $50.00."
(a) My spouse and I arrived when the delivery truck was leaving the property. Our tenant was authorized to receive the delivery.
(b) The "extra" $50.00 fee was to CHANGE the OUTLET and an, "electrician's rate. " NOT for Kolenda's "time". This fee was NOT discussed until much later when Kolenda found the faulty outlet in the kitchen.
#7-Kolenda was asked if he could replace the outlet. He responded by saying that he would have to charge an additional, "electrician's rate" of $50.00. It was NOT until Kolenda created the arc that he admitted to not being an electrician. He did NOT tell me, "many times that I'm not a electricon" (sic).
#8-Kolenda stated he, "went out of his way to help" me. This was a business arrangement and NOT amongst friends. Kolenda should have NOT accepted to replace the faulty outlet with another outlet that he retrieved from his van knowing that he was NOT qualified to do so. He should have continued onto his awaiting Customers where he could have generated more profit. Again, the $50.00 fee was to replace the outlet at an, "electrician's rate". NOT for Kolenda's, "extra time".
Furthermore, please consider this issue unresolved and Koldenda's response unsatisfactory due to Inferior Repair and Failure to Provide Invoice/Receipt for services. Kolenda agreed to send a refund of $50.00 and the Receipt--both of which I still have yet to receive.
Renee Souza 7/21/14

It's sure is funny how to people have to entirely different view of things.I never have this kind of a problem with customer.Generally customers are more than happy to adjust their time or do what ever it takes to get their appliance repaired.And I do the same.I always call and verify appointments especialy when I have to drive a lengthy distance.I sincerely apologise if you think I'm rude.I would really like to make this right,and get it behind me.Can we please stop the drama and just fix your Landlords Microwave.

I do 4-5 jobs a day 7 days a week.[redacted] and [redacted]  warranty protection plans are very happy with my performance.I f they weren't they'd drop me in a heart beat.I'm one of their top performer's in all the islands.