Handyman Connection of Blue Ash

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I do not accept the company's responseIt is factually incorrect.Company states I requested a comparable doorI did not receive one and was unaware it was of inferior quality until it began to fall apart Company states I requested a hollow doorThis is not true, I requested comparable qualityPrior to this circus, I was unaware hollow doors even existed The door I was replacing is an older door, though its construction design is hollow, not solidThe previous door is much more solid than the hollow door they selected to replace it withI explained to the owner, his comparison of hollow door with hollow door is no different than an insurance company replacing a totaled car with a different model vehicle saying its still a car with the same basic partsThe door they used is a fraction of the weight and is not comparable This is why it has fallen apart and the other doors in use have not.I have asked them to replace the door with a comparable quality door, and they have not, thus leaving me with a door which is in worse shape than the one they replaced.I have also asked the company to stand by what their representatives tell customers The warranty does say that the parts are not warrantied, only the workmanship The salesperson did not say thatHe simply replied to my comment about the pricing by responding that they warranty all their work and that is built into the price.Company neglected to put the door jam back in place while performing this workOwner says replacing the door stop was not in the contractI presume that is correctRemoving the door stop also is not in the contract, but that is what the installer didThis resulted in opening the door, and rather than being stopped by the door jam, it is stopped by the wallThe door knob put a hole in the wall and I have asked them to fix that and they have not It is not disputable this is an issue of workmanship.The damage done to the door and the wall is due to poor workmanship and poor inferior supplies provided by Handyman connection, not comparable supplies as requested They basically took a high quality door and replaced it with the cheapest door they can find and say its the same quality That is dishonest.I have offered to buy a new door of acceptable qualityThey would then properly install the door as originally contracted I would accept that and the proper repair of the wall to be an acceptable resolution, but in my last conversation with the owner, he did not accept that resolution Regards, [redacted]

We were called out to complete an estimate on several different item for the customer on June 9th, 2016. One of the items was to remove a broken door from a children’s bedroom and replace it with a hollow core slab door that would match the other doors. They customer signed the contract on... June 10th, 2016 and we came out on June 22, 2016 to complete the projects. We completed everything except for staining of the door that day. The customer inspected to project and signed off on it stating that he had inspected the work and have found it satisfactory and made note less door stained. We then went out and completed the door staining on July 12, 2016 and again the customer inspected the project and again signed off as having inspected the work and had found it satisfactory. The customer called us on December 27th, 2016 to let us know that there was a problem with the door. At that point the project was turned over to the Production Manager for him to review. The Production Manager went out and evaluated the door. It was his determination that the damage done was not due to normal wear and tear of the item. [redacted] has had multiple conversations with this customer, the customer even called and talk to [redacted] again right after he submitted this complaint, in regards to the fact that the damage was not caused by the quality of the workmanship completed. It is clearly stated in our contract that we do not warrant any materials; our warranty is printed onto every contract. This is the exact same door that was original broken, which says that this door sees higher, rougher traffic than the other doors in the home. [redacted] has recommended that the customer go with a solid core door for this room, it will stand up better to the usage that this door is receiving. We did offer a discount to this customer to replace the door again, the customer can purchase his own materials if he chooses to. The damage done was not due to the quality of work that was completed, the customer himself inspected the project on 2 different occasions, and therefore does not fall into our warranty.

Our Service Advisor met with Ms [redacted] on 7/16/to give her an estimate on work that she would like to have done She stated that she needed the work done a Saturday on either the 23rd or the 30th The Service Advisor did inform her that we would try to work with those dates Our Craftsmen do not usually perform work on Saturdays, therefore we have to get their approval prior to them being scheduled on a Saturday Ms [redacted] was presented with an electronic contract on 7/16/16, via the Surface Pro computer that the Service Advisor was using The entire contract was provided for her to read prior to her signing the contract on the Surface Pro Ms [redacted] signed the electronic contract and submitted her deposit payment She had requested that a copy of her contract be emailed to her, the Service Advsior did let her know that he was having troubles with his email that the office would send her out the copy The office received the information that the customer would like to have her contract sent to her when they got back in the office on 7/18/ Ms [redacted] did not provide and email address when she first set up her appointment, and contact was attempted in order to gather her email address, no response was received On 7/19/a paper copy of the contract was put into the mail for the customer and was received by the customer on 7/22/When customer called in to cancel her appointment, we were not in the office and the customer left a voicemail Several phone calls were made to the customer from both the office phone and the Owner’s personal phone, the customer does not have a voicemail set up on her phone, therefore we were not able to leave her a message The customer called more times and left voice mails on the owner’s phone, he returned her calls all within minutes of receiving her callsThe owner was able to answer one of the phone calls the customer made, however when he answered the phone the customer stated that she must have the wrong phone number, because someone actually answered and then hung upOur contract states “Customer may cancel this transaction without any penalty or obligation, within three (3) business days from the time of acceptance If customer cancels agreement, any payments made by customer will be returned within ten (10) business days following the receipt of the cancellation notice To cancel a transaction, customer must notify the local office in writing.” The customer has yet to provide a written cancellation notice to the local office at this time Her voice message that she left us was after the days from acceptance At this point the deposit that was given was forfeited as part of the penalty for canceling the project outside of the agreed upon guidelines as presented and signed as accepted by the customer on 7/16/ At this point the only action that we would be able to offer the customer, would be to have her return our phone calls in order to schedule her project to be completed The currently forfeited deposit, would then be applied to the balance due on the project, with the remaining balance being collected as soon as the repairs were made

We sent a Craftsman out on July 12th, to meet with the [redacted] ’s in order to give an es***ate on either removing a load bearing wall or making it a knee wall The customer decided that they would like to have us complete their project and it was scheduled to begin on 7/25/ When the craftsman arrived on 7/25/the [redacted] ’s were still trying to decide if they wanted the entire wall removed or just part of it While they were on the phone with each other our Craftsman removed the wainscot that was on the wall; he also removed an outlet cover and electrical box for the outlet Through the opening, that was approximately 4” x 5”, he was able to see the ducting that was behind the wall The ducting appeared to wrapped in Asbestos Handyman Connection is not remediation firm and therefore cannot say for sure that the ducts are wrapped in Asbestos and recommended that they have someone out to test it Upon discovery of the ducts, which the Craftsman did miss during the original inspection during the es***ate, it was discussed with the customer on what they would like to do We could open up the wall and they could have someone out to test the wrapping on the ducts, and then have a qualified company move the ducts out of that wall area Once that was completed, the we could resume with the original scope The other option would be to put the electrical box and outlet back in and not continue with the job The customer decided that they would not like to go through the expense of testing and moving the ducts, instead the customer wanted to have ¼ inch drywall placed over the entire wall in order to modernize it from the wainscot that was originally there A new contract was drawn up and signed for the labor and materials that would be needed, and the work was then completed The customer did state that he is happy with the work that was done and he paid the balance on the contract Approximately a week later Mr [redacted] called in and stated that he was unhappy with the price they paid for the project due to the oversight of not seeing the ducting during the initial es***ate The owner did call him back to talk about the project and agreed to refund the customer $ This is what the labor and materials would have been had the customer had us put wainscot back up over the area it was removed from, which would have put the customer back too whole We do agree that the ducts should have been seen during the initial inspection, and realize that had the ducts been seen during that initial inspection that the customer would not have had us out to do the work Which is why we were offering to refund him the $ The customer requested that we do something above and beyond what would have returned them too whole, and that work does cost an additional amount The customer stated that he would take no less than a refund of $and that if that is not what we could offer than he would report us to the Revdex.com He is now asking for a full refund of the amount paid At this point we are able to refund the customer the $300, which would have placed them back too whole for the oversite of the duct work, but we are not able to refund anything more than that, because the customer chose to have us do work that that was above and beyond what we removedThey are satisfied with the work that was completed, and the updated look and feel of the area

The customer inspected this project on different occasions and signed off that the work had been inspected and was satisfactory on both occasions. Replacing the door stop was not in our contract, and should have been brought to the attention of the installer during one of those inspections so that way we could have added it to the contract. The damage done was not due to the quality of work that was completed or by wear and tear, but by the higher and rougher than traffic for that doorOur recommendation would be replacing it with a solid core door that can handle the usage this door has

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

here are some pictures of before and afterif you look at after pictures , this is the point at which handyman decided they could not complete the job originally quoted and left the premiseswhy should I have to pay dollars for handyman to fix what they did to my wallIs this practice , if a contractor makes a mistake , to say we can not do the job and leave their destruction and mess for home owner to take care of? again why should I pay for their mistake ? part of the wainscoting was destroyed when removing from the wall and as you can see in picture the destruction goes a lot higher than the wainscotThe wainscot was not even discussed as a option at the ***e probably because most of it was not re usable. If someone is contracted to put a built in swimming pool in my backyard, they dig and find a sewer pipedo they stop and leave a giant hole in my yard , then charge me to put the dirt back in the holeis this how contractors run their business?

Our contract states that all deposits will be returned within business days of the cancelled project The project was cancelled on 10/19, so we had until 11/2/in order to get the deposit back to the customer The deposit was sent out and the customer deposited into his bank account
on 10/28/16, and the check cleared our account on 10/31/ This was well within the Ten business days that our contract states

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
if handyman inspected what they were going to tear down in the first place we would not be at this pointThe destruction and mistakes handyman did to my kitchen wall was something I could have done and probably would have done ,that's why I hired themIf they did their job right we would not be going through thisIf a contractor makes a mistake on a job , why should it be the customers fault , why should the customer be penalized , why should the customer have to pay for what the contractor screwed upi don't recall anything in the original contract that stated I pay for the contractors mistakes. Again , if I cut a tree down in my yard and it lands on my neighbors garage , do I charge my neighbor to fix my mistake ?

At the time the project was completed the rafter tails (Where the fascia and gutters attach) were suitable for us to complete the installation of the gutters However, due to the excessive length of the drip edge on the roofing (work that was not completed by Handyman Connection), rot has
occurred to the rafter tails in the eight months since the installation, thus causing the fascia and gutters to fall from the home This happened, not due to the workmanship by Handyman Connection, but rather because of the improper drip edge left by whomever installed the roof We have been in communication with the Third Party that covered the cost of the project completed at the customer's home, as they are the ones that make the decisions on what work is to be performed At this point there are several items that would need to be taken care of prior to the gutters and fascia being put back up, all of that has been communicated to the third-party Unfortunately, this work is not covered under the warranty because the project completed by Handyman Connection was completed properly, it is the workmanship of whomever completed the installation of the roof that caused this damage to occur

THIS, salesman/ rep., spokesperson for HANDYMAN, was told repeatly ,"email me please ", don't call, I will always check my email !, ( my hours can flux easily)AS confirmedI asked him to send me a copy TO MY EMAIL of what he had on his tabletHIS, said he couldn't do itcomplaining about the deviceThere were several comments about me not being able to read it! HE expanded the his screen "so far out" I couldn't even see the borders of the screen(remember MRSALESPERSON?) MY statements HIS inability to send the email and after this I continually told him to have it email from the office"Send the contract by email- so I could see it and expand on my screen and have a copy to review ASAP to a date that due to my urgency could be the very next SATURDAY and my schedule could be in questionHe made a call, stating the urgency ,-he relayed,-" it's likely sooner than later."AS BEFORE, I'm stating again ,now " I WANT a copy I can (See) , remember I wasn't able to read his and (Review), and (Have), in my possessionHE said "Yes, O.K O.K(there was a comment about referring to me as girl--O.KgirlI GAVE HIM THE EMAIL ADDRESS,HE MISSUNDRSTOOD IT I EXPLAINED IT TO HIM AND TOLD HIM HOW EASY IT IS TO REMEMBER BECAUSE OF IT'S REVERENCE TO SPORTS COUPLED WITH MY NAMEEmail IT!, I WARNED REAPTLY before, " this paper copy" would go out and that it would not fair well for it to show when your (practically in the door) IN HIS STATMENT .."SOONER THAN LATER." {THIS IS TO THE B.B.B THE OTHER STATMENT I SENT OUT, SOMETHING FAILED IN YOUR SYSTEM BEFORE I COULD REVIEWOR FINISH, MY STATEMENTPLEASE DISCARD}

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept the company's responseIt is factually incorrect.Company states I requested a comparable doorI did not receive one and was unaware it was of inferior quality until it began to fall apart. Company states I requested a hollow doorThis is not true, I requested comparable qualityPrior to this circus, I was unaware hollow doors even existed. The door I was replacing is an older door, though its construction design is hollow, not solidThe previous door is much more solid than the hollow door they selected to replace it withI explained to the owner, his comparison of hollow door with hollow door is no different than an insurance company replacing a totaled car with a different model vehicle saying its still a car with the same basic partsThe door they used is a fraction of the weight and is not comparable. This is why it has fallen apart and the other doors in use have not.I have asked them to replace the door with a comparable quality door, and they have not, thus leaving me with a door which is in worse shape than the one they replaced.I have also asked the company to stand by what their representatives tell customers. The warranty does say that the parts are not warrantied, only the workmanship. The salesperson did not say thatHe simply replied to my comment about the pricing by responding that they warranty all their work and that is built into the price.Company neglected to put the door jam back in place while performing this work. Owner says replacing the door stop was not in the contractI presume that is correctRemoving the door stop also is not in the contract, but that is what the installer did. This resulted in opening the door, and rather than being stopped by the door jam, it is stopped by the wallThe door knob put a hole in the wall and I have asked them to fix that and they have not. It is not disputable this is an issue of workmanship.The damage done to the door and the wall is due to poor workmanship and poor inferior supplies provided by Handyman connection, not comparable supplies as requested. They basically took a high quality door and replaced it with the cheapest door they can find and say its the same quality. That is dishonest.I have offered to buy a new door of acceptable qualityThey would then properly install the door as originally contracted. I would accept that and the proper repair of the wall to be an acceptable resolution, but in my last conversation with the owner, he did not accept that resolution
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Amount of Damage could not have occurred during the short amount of time between completion of the work and the failure of the repairsHandyman was negligent and there employees attached the fascia to rotted lumber with inadequate fasteners and are therefore responsible to fix the issues.
Regards,
*** ***

We have tried several ***es to resolve this complaint with the customer. We called the customer again on 9/6/at the request of Home Advisor, as the customer has also contact them as well. We would like to reiterate that we did not just leave this customer’s home as the photos provided show. After the start of the demo when the contractor realized that the job would not be able to be completed as originally thought the contractor did go over what needed to be done and/or what could be done with *** ***. He then left for the day as *** needed to go over the options with ***, who was at work while the contractor was there. The ***’s decided on what they would like to have completed, the scope of work was agreed upon and the contract was signed. The work was then completed, inspected and approved and paid forThe customer did not load a photo of the wall after the work had been completed The work that was completed was to completely smooth out the wall by putting in and finishing all new drywall. Had the customer decided to have the wainscot replaced there we would have returned the monies paid for the completion of that project, as it was the contractor’s oversight on not noticing the duct work prior to starting the demo of the wallIt would have cost the company $to pay the contractor to complete that work, which is the discount which we are offering to the customer. The customer did not choose to have the wainscot replaced and decided to have a different project completed, and the customer does have to pay for that scope of work that was performed. We are still offering the customer a refund of $300, however the customer stated on 9/6/that he would not take anything less than entire refund. At this point we have done everything we can for this customer

Our Service Advisor met with Ms. [redacted] on 7/16/16 to give her an estimate on work that she would like to have done.  She stated that she needed the work done a Saturday on either the 23rd or the 30th.  The Service Advisor did inform her that we would try to work with those dates. ...

Our Craftsmen do not usually perform work on Saturdays, therefore we have to get their approval prior to them being scheduled on a Saturday.    Ms. [redacted] was presented with an electronic contract on 7/16/16, via the Surface Pro 3 computer that the Service Advisor was using.  The entire contract was provided for her to read prior to her signing the contract on the Surface Pro 3.  Ms. [redacted] signed the electronic contract and submitted her deposit payment.  She had requested that a copy of her contract be emailed to her, the Service Advsior did let her know that he was having troubles with his email that the office would send her out the copy.  The office received the information that the customer would like to have her contract sent to her when they got back in the office on 7/18/16.  Ms. [redacted] did not provide and email address when she first set up her appointment, and contact was attempted in order to gather her email address, no response was received.   On 7/19/16 a paper copy of the contract was put into the mail for the customer and was received by the customer on 7/22/16. When customer called in to cancel her appointment, we were not in the office and the customer left a voicemail.  Several phone calls were made to the customer from both the office phone and the Owner’s personal phone, the customer does not have a voicemail set up on her phone, therefore we were not able to leave her a message.  The customer called 3 more times and left voice mails on the owner’s phone, he returned her calls all within 15 minutes of receiving her calls. The owner was able to answer one of the phone calls the customer made, however when he answered the phone the customer stated that she must have the wrong phone number, because someone actually answered and then hung up. Our contract states “Customer may cancel this transaction without any penalty or obligation, within three (3) business days from the time of acceptance.  If customer cancels agreement, any payments made by customer will be returned within ten (10) business days following the receipt of the cancellation notice.  To cancel a transaction, customer must notify the local office in writing.”  The customer has yet to provide a written cancellation notice to the local office at this time.  Her voice message that she left us was after the 3 days from acceptance.  At this point the deposit that was given was forfeited as part of the penalty for canceling the project outside of the agreed upon guidelines as presented and signed as accepted by the customer on 7/16/16.  At this point the only action that we would be able to offer the customer, would be to have her return our phone calls in order to schedule her project to be completed.  The currently forfeited deposit, would then be applied to the balance due on the project, with the remaining balance being collected as soon as the repairs were made.

We were called out to complete an estimate on several different item for the customer on June 9th, 2016.  One of the items was to remove a broken door from a children’s bedroom and replace it with a hollow core slab door that would match the other doors. They customer signed the contract on...

June 10th, 2016 and we came out on June 22, 2016 to complete the projects. We completed everything except for staining of the door that day.  The customer inspected to project and signed off on it stating that he had inspected the work and have found it satisfactory and made note less door stained. We then went out and completed the door staining on July 12, 2016 and again the customer inspected the project and again signed off as having inspected the work and had found it satisfactory.  The customer called us on December 27th, 2016 to let us know that there was a problem with the door. At that point the project was turned over to the Production Manager for him to review.  The Production Manager went out and evaluated the door.  It was his determination that the damage done was not due to normal wear and tear of the item.  [redacted] has had multiple conversations with this customer, the customer even called and talk to [redacted] again right after he submitted this complaint, in regards to the fact that the damage was not caused by the quality of the workmanship completed.  It is clearly stated in our contract that we do not warrant any materials; our warranty is printed onto every contract.  This is the exact same door that was original broken, which says that this door sees higher, rougher traffic than the other doors in the home.  [redacted] has recommended that the customer go with a solid core door for this room, it will stand up better to the usage that this door is receiving.  We did offer a discount to this customer to replace the door again, the customer can purchase his own materials if he chooses to. The damage done was not due to the quality of work that was completed, the customer himself inspected the project on 2 different occasions, and therefore does not fall into our warranty.

We sent a Craftsman out on July 12th, 2016 to meet with the [redacted]’s in order to give an es[redacted]ate on either removing a load bearing wall or making it a knee wall.  The customer decided that they would like to have us complete their project and it was scheduled to begin on 7/25/16. ...

When the craftsman arrived on 7/25/16 the [redacted]’s were still trying to decide if they wanted the entire wall removed or just part of it.  While they were on the phone with each other our Craftsman removed the wainscot that was on the wall; he also removed an outlet cover and electrical box for the outlet.  Through the opening, that was approximately 4” x 5”, he was able to see the ducting that was behind the wall.  The ducting appeared to wrapped in Asbestos.  Handyman Connection is not remediation firm and therefore cannot say for sure that the ducts are wrapped in Asbestos and recommended that they have someone out to test it.  Upon discovery of the ducts, which the Craftsman did miss during the original inspection during the es[redacted]ate, it was discussed with the customer on what they would like to do.  We could open up the wall and they could have someone out to test the wrapping on the ducts, and then have a qualified company move the ducts out of that wall area.  Once that was completed, the we could resume with the original scope.  The other option would be to put the electrical box and outlet back in and not continue with the job.   The customer decided that they would not like to go through the expense of testing and moving the ducts, instead the customer wanted to have ¼ inch drywall placed over the entire wall in order to modernize it from the wainscot that was originally there.  A new contract was drawn up and signed for the labor and materials that would be needed, and the work was then completed.  The customer did state that he is happy with the work that was done and he paid the balance on the contract.  Approximately a week later Mr. [redacted] called in and stated that he was unhappy with the price they paid for the project due to the oversight of not seeing the ducting during the initial es[redacted]ate.  The owner did call him back to talk about the project and agreed to refund the customer $300.00.  This is what the labor and materials would have been had the customer had us put wainscot back up over the area it was removed from, which would have put the customer back too whole.  We do agree that the ducts should have been seen during the initial inspection, and realize that had the ducts been seen during that initial inspection that the customer would not have had us out to do the work.  Which is why we were offering to refund him the $300.00.  The customer requested that we do something above and beyond what would have returned them too whole, and that work does cost an additional amount.  The customer stated that he would take no less than a refund of $750.00 and that if that is not what we could offer than he would report us to the Revdex.com.  He is now asking for a full refund of the amount paid.  At this point we are able to refund the customer the $300, which would have placed them back too whole for the oversite of the duct work, but we are not able to refund anything more than that, because the customer chose to have us do work that that was above and beyond what we removed. They are satisfied with the work that was completed, and the updated look and feel of the area.