Greenwich Handyman, Inc.

I understand why you might think hours is excessive, and if we were installing on sheet rock or masonry walls I would agree. However, as you mentioned they were being installed on plaster walls. For various reasons, it can make the installation much more difficult. Yes, it's true
that *** made a mistake while installing the rods, however, we would have stayed to finish the job correctly if you didn't have to leave. Again, having to leave for work is totally understandable, but that's the only reason we left without the job being 100% correct. In addition, the men are supposed to receive payment for the work upon completion. Before they could review the work and invoice you, however, the men reported that you left, quickly, without saying anything. The invoice we sent was reviewed and questioned before being sent, and the time was found to be justified. Originally you requested that we come back out and fix the issue free of charge, which after discussing with the owners we agreed to. However, when we responded to your email you had already asked your neighbor to complete the job. We would have appreciated the opportunity to make it right. We then presented you with the bill for the time we spent there and you dictated that you would only pay for hour of labor. While we are willing to work with you since you were obviously upset, we cannot offer that deep of a discount (46%). We're offering $50, you're asking for $150, can we meet in the middle at a $discount?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and accept the offer - HOWEVER I am NOT PLEASED with the customer service of this organization and will never use or recommend them to ANYONE.  I fully disclosed the nature of the walls when making the appointment and I was clear that I am a professional with a job (I'm a partner at an accounting firm) and needed a first thing appointment.  The workers themselves were only scheduled for my job for 30 minutes as I heard them talking by phone to their business about it taking longer than expected.  I waited and took work calls from home for TWO AND A HALF HOURS...I did not want the men to start over when they made a mistake I would have been out of work all day!  Their sloppy service should not be my problem.  I specifically called GH and [redacted] [redacted] the minute the workers left to complain and let them know I DID NOT WANT THOSE TWO TO CORRECT THE ISSUE.  Despite REPEATED calls and messages (over months!) the only follow up was to collect the $300 bill.  THERE WAS NEVER ANY follow up from GH to fix the problem-SO THAT IS FALSE.  The men never requested payment - and in my past two times of using GH they never requested payment on demand they always sent a bill so that IS FALSE. 
What perhaps was once a family organization has turned into a 2 bit racket outsourced to god knows who and I would not trust this organization or it's workers again in my home.
Sincerely,
[redacted]
FROM GH:  I understand why you might think 2 hours is excessive, and if we were installing on sheet rock or masonry walls I would agree. However, as you mentioned they were being installed on plaster walls. For various reasons, it can make the installation much more difficult. Yes, it's true that [redacted] made a mistake while installing the rods, however, we would have stayed to finish the job correctly if you didn't have to leave. Again, having to leave for work is totally understandable, but that's the only reason we left without the job being 100% correct. In addition, the men are supposed to receive payment for the work upon completion. Before they could review the work and invoice you, however, the men reported that you left, quickly, without saying anything. The invoice we sent was reviewed and questioned before being sent, and the time was found to be justified. Originally you requested that we come back out and fix the issue free of charge, which after discussing with the owners we agreed to. However, when we responded to your email you had already asked your neighbor to complete the job. We would have appreciated the opportunity to make it right. We then presented you with the bill for the time we spent there and you dictated that you would only pay for 1 hour of labor. While we are willing to work with you since you were obviously upset, we cannot offer that deep of a discount (46%). We're offering $50, you're asking for $150, can we meet in the middle at a $100 discount?v

Review: On 5/8/2014 I had an appointment for GH to arrive to hang two restoration hardware curtain rods in a small bedroom and re-hang a mirror from one height to the next. Two men arrived and were on location from 7:50am-10:35am to hang 2 curtain rods and rehang a mirror (the mirror took less than 10 minutes). I understand with plaster hanging the rod brackets might be hard but that amount of time seems excessive. I had to take calls from home for work not realizing it would take so long and while they worked I did check in and ask them to come talk to me if any problems. When they finally got the rods up (after the two hours plus to do the brackets) I noted the rods overhang the brackets significantly on one of the windows and Im not sure why that would be. I told them I could not wait for them to fix it since hanging the brackets seem to be what caused all of the time.I didnt expect to be out of work for 2.5 hours for this project. I emailed and called the organization to let them know I was not happy and needed someone to come back and fix the rod. I received an email stating they would resolve asap. I called when I did not hear from them and again was told I'd get a call back. Weeks passed (I subsequently had my neighbor fix the rod which took all of 20 minutes) and I received collection phone calls from the organization. I spoke to multiple different people between May 8 and June 29th when they again called asking for payment. The resolution they proposed was a $50 reduction of a $300 dollar bill. I proposed to pay $150 in total for one hour of work for two men which seems fair to me. I am awaiting a response.Desired Settlement: I propose to settle for one hour of work (2 men) which the rate they quote is $70/man hour....so $150 in total.

Business

Response:

I understand why you might think 2 hours is excessive, and if we were installing on sheet rock or masonry walls I would agree. However, as you mentioned they were being installed on plaster walls. For various reasons, it can make the installation much more difficult. Yes, it's true that [redacted] made a mistake while installing the rods, however, we would have stayed to finish the job correctly if you didn't have to leave. Again, having to leave for work is totally understandable, but that's the only reason we left without the job being 100% correct. In addition, the men are supposed to receive payment for the work upon completion. Before they could review the work and invoice you, however, the men reported that you left, quickly, without saying anything. The invoice we sent was reviewed and questioned before being sent, and the time was found to be justified. Originally you requested that we come back out and fix the issue free of charge, which after discussing with the owners we agreed to. However, when we responded to your email you had already asked your neighbor to complete the job. We would have appreciated the opportunity to make it right. We then presented you with the bill for the time we spent there and you dictated that you would only pay for 1 hour of labor. While we are willing to work with you since you were obviously upset, we cannot offer that deep of a discount (46%). We're offering $50, you're asking for $150, can we meet in the middle at a $100 discount?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and accept the offer - HOWEVER I am NOT PLEASED with the customer service of this organization and will never use or recommend them to ANYONE. I fully disclosed the nature of the walls when making the appointment and I was clear that I am a professional with a job (I'm a partner at an accounting firm) and needed a first thing appointment. The workers themselves were only scheduled for my job for 30 minutes as I heard them talking by phone to their business about it taking longer than expected. I waited and took work calls from home for TWO AND A HALF HOURS...I did not want the men to start over when they made a mistake I would have been out of work all day! Their sloppy service should not be my problem. I specifically called GH and [redacted] the minute the workers left to complain and let them know I DID NOT WANT THOSE TWO TO CORRECT THE ISSUE. Despite REPEATED calls and messages (over months!) the only follow up was to collect the $300 bill. THERE WAS NEVER ANY follow up from GH to fix the problem-SO THAT IS FALSE. The men never requested payment - and in my past two times of using GH they never requested payment on demand they always sent a bill so that IS FALSE.

What perhaps was once a family organization has turned into a 2 bit racket outsourced to god knows who and I would not trust this organization or it's workers again in my home.

Sincerely,

FROM GH: I understand why you might think 2 hours is excessive, and if we were installing on sheet rock or masonry walls I would agree. However, as you mentioned they were being installed on plaster walls. For various reasons, it can make the installation much more difficult. Yes, it's true that [redacted] made a mistake while installing the rods, however, we would have stayed to finish the job correctly if you didn't have to leave. Again, having to leave for work is totally understandable, but that's the only reason we left without the job being 100% correct. In addition, the men are supposed to receive payment for the work upon completion. Before they could review the work and invoice you, however, the men reported that you left, quickly, without saying anything. The invoice we sent was reviewed and questioned before being sent, and the time was found to be justified. Originally you requested that we come back out and fix the issue free of charge, which after discussing with the owners we agreed to. However, when we responded to your email you had already asked your neighbor to complete the job. We would have appreciated the opportunity to make it right. We then presented you with the bill for the time we spent there and you dictated that you would only pay for 1 hour of labor. While we are willing to work with you since you were obviously upset, we cannot offer that deep of a discount (46%). We're offering $50, you're asking for $150, can we meet in the middle at a $100 discount?v