Handyman Matters Northwest San Antonio

Complaint: [redacted] I am rejecting this response because:Attached is the requested documentation As you can see, their invoice shows it being paid in full By the time they responded to the Revdex.com complaint, they had already fought against me to Capital One They have the entire funds and after months, I am still waiting for the promised $refund I have no clue why the CEO thinks I never paid the full bill Handyman Matters charged my credit card in full before I even knew about it Regards, [redacted]

Subject: Complaint ID [redacted] Dear [redacted] , The complaint regarding this customer has been resolved; we decided to install the modified bitumen type of rolled roofing even though that was not part of our contractWe have attached a document entitled, Contract Proposal - Additional Work Order to show the official resolution of this projectMr [redacted] was satisfied with the resolution and signed off on the work done We have reviewed the letter that was sent to us from the Revdex.comHere is the history of the project: During the initial phase of attempting to get the work, we corresponded with Mr [redacted] via emailAfter various corrections to the language of the contracts, Mr [redacted] was satisfied with the third version of our contractHe claims not to have seen the contract until we were finished with the work; however it is clear that he himself had a lot to do with the language of the final contractThe email correspondence is attached to this letter and does not mention the specific type of modified bitumen roofing Upon your review of these emails, you will find that the modified bitumen type of roofing was not specified in our contract, it was referred to as white rolled roofingApparently, Mr [redacted] assumed that the white rolled roofing was too be the modified bitumen type, however he never specified that to us during any correspondence either written or verbal Three months later, I received a call from Mr ***He claimed that there was a leak caused by our roofing installation from a rain that had occurred the previous dayIt is important to note however, that many rainfalls had occurred prior to his call for us to come back outA total of inches was measured in his neighborhood from July to September 17, The rainstorm where he encountered the leak he described occurred on September and was a real downpourWe feel the leak is from his siding and not our roofing installationOur installation was sound The leak could have been from multiple locations, but we suspect it is from the siding just above the roof we installedThe siding is warped and needs to be replacedIt is a definite issue with regards to potential leaks Despite trying to handle the situation in a civil manner, I received repeated emails from Mr [redacted] in trying to resolve the problemFinally, we decided to install the modified bitumen type of roofing to ultimately resolve the issue since we could see that that was the only avenue Mr [redacted] would accept The attached documents will show the totality of the correspondence and contracts that were sent back and forth between us We did not get the original contract signed, but it is clear that it was reviewed on multiple occasions by Mr*** Please call me with any questions or clarifications at ###-###-#### or email me at ***.***@handymanmatters.com Our reputation is very important to us and our track record of making things right has been proven thus far, we stand behind all of our workAs you will read, we went above and beyond the call of duty to make this customer happy despite meeting the original contract obligations Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Handyman Matters challenged my credit card companyHM has the full funds To make good on the intentions laid out in the letter (that I am responding to), HM would have to issue myself the credit directly to me Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:
Handyman Matters challenged my credit card company. HM has the full funds.
To make good on the intentions laid out in the letter (that I am responding to), HM would have to issue myself the credit directly to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Attached is the requested documentation.  As you can see, their invoice shows it being paid in full.  By the time they responded to the Revdex.com complaint, they had already fought against me to Capital One.  They have the entire funds and after months, I am still waiting for the promised $393.44 refund.  I have no clue why the CEO thinks I never paid the full bill.  Handyman Matters charged my credit card in full before I even knew about it.
Regards,
[redacted]

December 14, 2017Complaint ID#: [redacted]Consumer Information:[redacted]Thank you for sending the complaint information from Mr. [redacted]....

Please find the attachedinformation related to this project that includes email correspondence, phone call logs related to theproject, invoice information, a dispute notification response, and other related information. We hopethis information assists in your review of the complaint. 1. I hired Handyman Matters to install railing on two 4-step concrete stairs leading to my home. They informed me that the work would be time and materials. They informed me that they would purchase the materials, pick them up and complete the installation all ton the same day. Work was delayed multiple times, resulting in weeks if not more than a  month of delay to bring my home up to code. a. After the initial phone call and determination of the materials that the customer wanted to purchase for the stair railing project on 9-5-2017, our office manager submitted a material order request to Austin Materials on 9-6-2017. However, we had to ultimately order from Pecos Fence since Austin Materials was having problems fulfilling our order claiming Hurricane Harvey was causing delivery issues. On 9-15-2017, we ordered the rackable railing from Pecos Fence and had to wait for the material to come available. As you can see from our call log, we stayed on top of them in trying to get the materials for the job, spending about 30 minutes on the phone over multiple phone calls to secure the order and delivery with Pecos. All this effort at no charge to the customer. 2. I hired Handyman Matters to install railing on two 4-step concrete stairs leading to my home. They informed me that the work would be time and materials. They informed me that they would purchase the materials, pick them up and complete the installation all ton the same day. Work was delayed multiple times, resulting in weeks if not more than a month of delay to bring my home up to code. However, my chief complaint is what they billed me for and how the billed me. a. We are a time and materials handyman services company. We charge our customers for the total amount of time spent on their project plus material costs. The time we charge includes time that it takes to locate and pickup materials for the project. Mr. [redacted] stated that he expected that the work would be completed in one day including purchasing the materials, picking them up, and installing the hand rails. He was aware of our time and materials billing per project as he stated, also being made aware of our hourly rate and service fee on the phone prior to booking the job. b. The time and effort spent on the phone ordering the materials was substantial, 35 separate calls were made on the customers behalf in getting his railing materials ordered. We did not charge for this time spent on his behalf, which was over an hour just on the phone. c. The location of Pecos Fence, one of only a few places that carry the railings the customer needed is 40 minutes away in light traffic conditions. We went to the location to get the materials as we were told they were ready. They were not, so we waited for two hours at Pecos Fence until the delivery truck arrived. Then we delivered the materials to the customer’s home. The home was not occupied and was undergoing various renovations; the job was located in the back of the home at two separate concrete stairs. We were told we could go into the yard to complete the job. d. The rackable stair rails that we installed were prefabricated, we did not have to fabricate them, only install them. The pivotable rails were not available soon enough for the customer’s time frame to complete the job. The installation of the rackable railing systems is more time consuming that the pivotable railing systems, this is true. However, we did not choose to use the rackable railing systems so that we could charge the customer more time. Simply put, they were available locally and we could not get the pivotable style in time. I. To concede to the customers point here, he should’ve been better informed of the job progress, I definitely agree. As the customer lived out of town and the house was vacant at the time, we did return to complete the job after the weekend. We should have informed the customer of this. e. In hindsight, we could have communicated our progress with this customer much better. Our intention was to complete the handrail installation as quickly and efficiently as possible, which we did to the best of our abilities. 3. They have told different stories to different entities. a. We simply submitted our invoice to the credit card company along with the receipts for the project. We were not attempting to deceive the credit card company. That information we sent them is attached. 4. I sent further communication to Handyman Matters, but it was ignored. a. We do concede on this as well, we did find a reply email in the DRAFT emails. It is also attached. 5. Consumers Desired Resolution: The company needs to refund one half of the labor charge. a. This has already been accomplished with the chargeback and the customer receiving $393.44, which is actually not half of labor, but half of the entire job cost. However, we have not pursued this amount with any creditor’s assistance. We hope that this case is resolved at this point. We have already conceded to the resolution the customer requested by not pursuing the balance owed due to the fact that we did not communicate as well as we could have. b. It should be noted, that we had already knocked of two hours of materials procurement time and one service fee.Hopefully this tells the story of this project. We could have done better communicating with this customer. However, we completed the job to the best of our ability and he was satisfied with the job. We have not pursued the amount owed and do not intend to do so. The project is closed in our books.Please call me if you have any questions at [redacted]Sincerely,[redacted]Office: [redacted]

I’ve figured out what happened here.  The customer did a chargeback on us back in September because we didn’t communicate well enough on how long the project would take.  We disputed the chargeback and won prior to the Revdex.com issue being brought to my attention.  I didn’t know we won though, until today, it was an obscure credit card credit and the credit card company never notified us.  He sent us an email a month ago requesting his refund.  We’ll I thought, this guy’s crazy, he already got his chargeback “refund”.  Well, in reality the chargeback was overturned and credited to us on October 23rd, I just didn’t know it.   I called him and told him the story and that if he has any other issues to call me directly.  I wanted to show him that we care and will be keep with our promises, so I told him I would send him a check for $352.  That’s ½ the labor for the project reimbursed.  He says he’s satisfied with the outcome, I hope he feels he was treated fairly. Have a great day and please call with any questions.

Revdex.com:
hello [redacted],I was contacted by mr [redacted] last Friday night stating they would fix the problem.Today he and [redacted] his installer came by and installed the correct material(modified bitumen) .Therefore I wish to recind my complaint against handyman matters.I would like to thank you and the Revdex.com in this matter.The Revdex.com I believe was key and and without you this matter may have never been resolved.THANK YOU VERY MUCH Revdex.com!
regards [redacted]  ############

Subject: Complaint ID
[redacted]
Dear [redacted],
The complaint regarding this customer has
been resolved; we decided to install the modified bitumen type of rolled
roofing even though that was not part of our contract. We have attached a
document entitled, Contract Proposal - Additional...

Work Order to show the
official resolution of this project. Mr. [redacted] was satisfied with the
resolution and signed off on the work done.
We have reviewed the letter that was sent to us from the Revdex.com. Here
is the history of the project:
During the initial phase of attempting to get
the work, we corresponded with Mr. [redacted] via email. After various corrections
to the language of the contracts, Mr. [redacted] was satisfied with the third
version of our contract. He claims not to have seen the contract until we were
finished with the work; however it is clear that he himself had a lot to do
with the language of the final contract. The email correspondence is attached
to this letter and does not mention the specific type of modified bitumen
roofing.
Upon your review of these emails, you will
find that the modified bitumen type of roofing was not specified in our
contract, it was referred to as white rolled roofing. Apparently, Mr. [redacted]
assumed that the white rolled roofing was too be the modified bitumen type,
however he never specified that to us during any correspondence either written
or verbal.
Three months later, I received a call from Mr.
[redacted]. He claimed that there was a leak caused by our roofing installation from
a rain that had occurred the previous day. It is important to note however,
that many rainfalls had occurred prior to his call for us to come back out. A
total of 5.21 inches was measured in his neighborhood from July 22 to September
17, 2014. The rainstorm where he encountered the leak he described occurred on
September 19 and was a real downpour. We feel the leak is from his siding and
not our roofing installation. Our installation was sound.
The leak could have been from multiple locations, but we suspect
it is from the siding just above the roof we installed. The siding is warped
and needs to be replaced. It is a definite issue with regards to potential
leaks.
Despite trying to handle the situation in a
civil manner, I received repeated emails from Mr. [redacted] in trying to resolve
the problem. Finally, we decided to install the modified bitumen type of
roofing to ultimately resolve the issue since we could see that that was the
only avenue Mr. [redacted] would accept.
The attached documents will show the totality
of the correspondence and contracts that were sent back and forth between us.
We did not get the original contract signed, but it is clear that it was
reviewed on multiple occasions by Mr. [redacted].
Please call me with any questions or
clarifications at ###-###-#### or email me at [redacted].[redacted]@handymanmatters.com.
Our reputation is very important to us and our track record of making things
right has been proven thus far, we stand behind all of our work. As you will
read, we went above and beyond the call of duty to make this customer happy
despite meeting the original contract obligations.
Sincerely,
[redacted]