Handyman Matters North Houston

Paragraph One: Customer states “There continues to be no resolution with Handyman Matters”That is incorrectPrior to our original complaint response, the customer called us and after phone discussions agreed to pay us in full so that “we could all move on”We received his check the following week, closing out this issue for usWe failed to include this in our response to the original complaint He mentions “Fees charged by Handyman Matters”The only fee we charge is a non-refundable $service charge included in our first hour of billingAll other charges are based on time spent doing the work and any materials we purchase to complete the workMaterials alone were $out of the total of $That represents our money spent at the store to purchase sink faucets that were installed in the customer's property He states that we were allowed two attempts to correct the issueNot trueDuring our second scheduled appointment, the technician needed to make a trip to the store to purchase a tool needed to repair the showerWhen he left, he was not allowed to return to finish We informed the customer when they requested the dryer vent clean-out, that Handyman Matters is not a vent cleaning service, we simply do not have the proper equipment to perform that task in the manner the customer is asserting we failedWe were successful in helping the tenant use their dryer again which was the whole point of the task Paragraph Two: Our warranty was voided by the hiring of outside contractorsThis removes any obligation from Handyman Matters whatsoeverAnd we were not allowed “unlimited attempts to correct” our errors Paragraph Three: As far as we are concerned, we have already reached a satisfactory solutionWe originally did this work on [redacted] ***Our invoice was due and payable that dayWe deposited their check [redacted] ***, more than days after it was due and only after the customer was informed that we would take legal action in order to get paidI believe it was this legal action to collect an unpaid debt that prompted this customer to file a complaint with the Revdex.com I spoke with the customer at length in attempting to remind him about our billing practices and our warrantyHe did not ask for his $back from us until after he had received our Demand Notice of Payment Due and had filed a complaint with the Revdex.comAs a reputable company with a longstanding A+ rating and multiple “Awards For Excellence” we take every customer complaint seriously and realize that each and every complaint impugns that reputationHad the customer asked for a reduced settlement amount prior to his complaint filing, I would have considered it and probably would have agreed to it We as a company made every attempt to satisfy this customer and repair the improper installation of the shower valveThe customer refused to pay his bill in a timely manner, refused to allow Handyman Matters to correct the situation, voiding our warranty in the process for all the other work that we completedThe customer chose to bring in someone else to make the repairThat cost is on themAnd by the way, they did not hire another company until [redacted] , one week before receiving our Demand LetterThis contradicts Paragraph Two in which he states that "we have an obligation to our customers (the homeowner), and their tenant, to provide a safe, functional home to live in"Well if he was so dissatisfied with Handyman Matters, why did he wait weeks after our initial visit to hire another company? We have moved on from this affair and would hope that the customer will too since that is what he stated to me he was ready to do the last time we spoke

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
There continues to be no resolution with Handyman MattersHandyman Matters is claiming that the shower valve replacement was not part of the original agreementHowever, if you look at the original invoice, which we have attached to this email, the shower valve "is" in fact listed and was part of the original transactionThe shower valve was not an after thoughtFees charged by Handyman Matters included shower valve replacement, dryer vent cleanout and replacement of bathroom faucetsHandyman Matters were allowed attempts to remedy their mistakes, shower valve replacement & dryer vent cleanout, but were unsuccessful. As property managers, we have an obligation to our customers (the homeowner), and their tenant, to provide a safe, functional home to live in. We simply cannot allow Handyman matters or any service business that we hire, unlimited attempts to correct their errors. As a result, *** ***, a certified plumber, was called upon to fix the shower valve, at a rate of $(invoice included).It is our desire that we reach an agreement that is fair to both partiesWe believe that the Revdex.com is a great platform for all involved to achieve this resolutionLegal proceedings have never been our intention. Handyman Matters and *** *** *** are in disagreement of $100.00. Such a small amount of money is simply not financially feasible for legal proceedings At this point and after repeated legal threats by "***" (Handyman Matters), *** *** *** has decided to pay him in full and ask that he take into consideration a reimbursement to us for those items that were unsuccessfully completedThank you for your consideration
Regards,*** *** ***

Paragraph One:
Customer states “There continues to be no resolution with Handyman Matters”. That is incorrect. Prior to our original complaint response, the customer called us and after phone discussions agreed to pay us in full so that “we could all move on”. We received his check the following week, closing out this issue for us. We failed to include this in our response to the original complaint. 
He mentions “Fees charged by Handyman Matters”. The only fee we charge is a non-refundable $50 service charge included in our first hour of billing. All other charges are based on time spent doing the work and any materials we purchase to complete the work. Materials alone were $252.40 out of the total of $452.40. That represents our money spent at the store to purchase sink faucets that were installed in the customer's property.
He states that we were allowed two attempts to correct the issue. Not true. During our second scheduled appointment, the technician needed to make a trip to the store to purchase a tool needed to repair the shower. When he left, he was not allowed to return to finish.
We informed the customer when they requested the dryer vent clean-out, that Handyman Matters is not a vent cleaning service, we simply do not have the proper equipment to perform that task in the manner the customer is asserting we failed. We were successful in helping the tenant use their dryer again which was the whole point of the task.
Paragraph Two:
Our warranty was voided by the hiring of outside contractors. This removes any obligation from Handyman Matters whatsoever. And we were not allowed “unlimited attempts to correct” our errors.
Paragraph Three:
As far as we are concerned, we have already reached a satisfactory solution. We originally did this work on [redacted]. Our invoice was due and payable that day. We deposited their check [redacted], more than 60 days after it was due and only after the customer was informed that we would take legal action in order to get paid. I believe it was this legal action to collect an unpaid debt that prompted this customer to file a complaint with the Revdex.com.
I spoke with the customer at length in attempting to remind him about our billing practices and our warranty. He did not ask for his $75 back from us until after he had received our Demand Notice of Payment Due and had filed a complaint with the Revdex.com. As a reputable company with a longstanding A+ rating and multiple “Awards For Excellence” we take every customer complaint seriously and realize that each and every complaint impugns that reputation. Had the customer asked for a reduced settlement amount prior to his complaint filing, I would have considered it and probably would have agreed to it.
We as a company made every attempt to satisfy this customer and repair the improper installation of the shower valve. The customer refused to pay his bill in a timely manner, refused to allow Handyman Matters to correct the situation, voiding our warranty in the process for all the other work that we completed. The customer chose to bring in someone else to make the repair. That cost is on them. And by the way, they did not hire another company until [redacted], one week before receiving our Demand Letter. This contradicts Paragraph Two in which he states that "we have an obligation to our customers (the homeowner), and their tenant, to provide a safe, functional home to live in". Well if he was so dissatisfied with Handyman Matters, why did he wait 6 weeks after our initial visit to hire another company?  We have moved on from this affair and would hope that the customer will too since that is what he stated to me he was ready to do the last time we spoke.

Revdex.com Complaint Answer:Handyman Matters was contacted by this customer to provide services at a rental property owned by the complainant. When first called the original scope of work included replacing four faucets inn both bathrooms and attempt to clear a clogged dryer vent. An appointment was set...

with both property owner and tenant.Upon arrival, our technician reviewed the work to be done and went to the store to purchase (4) bathroom faucets and additional needed materials to complete the install. When finished, the tenant then requested additional services, namely repair of a shower valve. A call was placed to the property owner to approve the additional work.Our tech then proceeded to attempt to clear the duct and was partially successful to the point that the tenant was satisfied with the way the dryer then worked. the tech then went to the store and purchased a new shower valve insert for the Master Bath. Unfortunately, the insert was improperly installed and the water connections were reversed. The shower was able to be operated but the cold and hot water was reversed. When it was discovered that the shower valve was not properly installed, we immediately attempted to schedule another tech to come and make the shower valve right. We were not allowed to go back to the rental property for 6 days. The tenant refused to open the house for our tech prior to that time. When we were allowed to go back out by the Property Owner and trouble shoot the problem, our tech made a trip to the store to purchase a special tool needed to make the repair. We were then informed that the Property Owner would not be availble when the tech returned from the store. We were further informed that it would a minimum of two weeks before we would be allowed to return. It turned out to be 17 days. During the time we were waiting to be allowed to return and complete the additional repair, we contacted **. [redacted] to collect payment for the original work which involved purchasing and installing (4) faucets and clearing the dryer vent line. He initially refused to pay us for the work performed stating that the tenant claimed that we had only changed out 3 of the 4 faucets. He wanted to inspect the work himself to verify that all four faucets had been changed. He verified the installation had been completed but then stated that he wanted to "wait until we finished the shower valve repair” before paying us for any of the work.Under the terms of our contract, payment is due and payable upon completion of the work. The work we were originally asked to perform had been completed the day of the original visit, 10/24/2014. The original work order in the amount of $452.40 ( see attached file) does not include the shower valve repair.  It covers the cost of the materials ($252.40), First hour @ $125 and then one additional hour of labor at $75. Technically we haven’t asked for or billed for the shower valve repair. We have repeatedly tried to reach **. [redacted] to schedule our return to his rental property in order to finish the repair we started. We have been repeatedly rebuffed. We have continued to ask for payment for services performed and continued to be rejected. In our last conversation with **. [redacted], he stated that he preferred to call a plumber out to make the repair and have Handyman Matters pay for the bill. This is not how we conduct business. We warranty all work provided and paid for. In this case we were attempting to honor our warranty WITHOUT being paid first. In any case there was no necessity to call any other service as our service is quite capable of handling the repair of the shower valve, had been allowed to do so.Handyman Matters sent a Demand for Payment Letter, dated [redacted], where in we informed **. [redacted] of the facts of the case we were involved in with him and the consequences of the criminal complaint we were prepared to file. At this point in time, we feel that **. [redacted] is guilty of the Class B Misdemeanor Theft of Service. **. [redacted] received our letter and and promptly called to say that he would only pay us the amount of the original invoice less $75 for the plumber he contracted with. He further stated that he would take us to the Revdex.com in order to press his case, and if that didn’t work, “we could all get attorneys and go to court.”Until **. [redacted] filed this complaint, we were prepared to go back to his house and fix the problem with the shower valve we have not invoiced for or been paid for all the other work and materials purchased for his property. Now we are prepared to file criminal charges for "Theft of Services”.