Mr. Handyman of Greater Cincinnati & Northern KY

We are sorry for your negative experience with Mr. Handyman. It is our goal to satisfy every customer. We were contacted on 4/11/17 to complete a drywall repair for this customer. She was explained how we work and charge over the phone including the $50 fee if No work is done or an estimate is...

provided. The customer service rep did give a rough estimate over the phone of up to $374 in labor plus materials based off the description of work. The technician was scheduled and arrived on 4/25/17. He went over the job with the customer and estimated up to $500 to complete the repair which included prepping the hole, applying backer supports, patching and texturing and painting. The customer signed and authorized that he start the work. He cut out the opening to allow for a better patch, went shopping for materials and when he came back she asked him to leave and not complete the repair. She even asked that he leave the materials he purchased with her so she could attempt to repair on her own. She refused to pay even the $50 service fee when he left. He had over 1.5 hours of labor in this project and instead of charging for the labor involved he emailed an invoice for $50, which included just the service fee for the visit. We believe this is more than fair as the customer was aware of charges when we came out and signed the agreement understanding the fees and then asked us to leave after over an hour and a half of working time. This customer didn’t have to have us come out to her house and also could have asked that we not complete the work after discussing the charges when we arrived. It is our goal to satisfy every customer and we wish the customer would have allowed us to complete the work and adjust the pricing to her satisfaction but unfortunately, we couldn’t do this.We will honor her request and wave all fees associated with this work order.

Attached you will find the signed invoices. The customer wasn't available to sign when the shingles were finished the last day. The original reply should detail the discounts and explain the charges.Regards,[redacted]

On 10.25.2016, Mr. [redacted] called our offices wanting to schedule a technician to put together a shed that he purchased from Home Depot. Our CSR explained to the customer that in order to give him an idea on pricing for the assembly that we would need to know the type of shed he was purchasing so...

that we could look it up online and give an idea of cost. We never received an email or call from him with this description. Our office told Mr. [redacted] our rates and that once our technician would arrived on site he would go over the project with him and provide him with estimation. On 11.21.2016, our technician [redacted] arrived on site and went over the scope of work with the customer. [redacted] explained that additional materials would be required, help would be needed to move materials to work location and that concrete footers would be necessary to construct properly. He told the customer our pricing and that the shed would require 2 service technicians up to 2 days to complete (up to $2,802 in labor plus any materials). Mr. [redacted] approved and offered to purchase materials and assist if it would save time and money. He also said he didn’t want to pour footers and asked if we could just install the shed on blocks or similar. Mr. [redacted] signed our work agreement and authorized us to start the work. Mr. [redacted] did purchase materials but never assisted us with any of the movement of materials or in the install of his shed. He did watch over the technicians for the first day of work. The office held time on the 2nd day to complete the work on the schedule. The technicians worked the 1st day from 10:30-6:00. They submitted a bill for $1,321 to the customer. He took a half hour or so to get his payment together which was a partial payment on a credit card and a starter check that he didn’t want us to cash until a few days later. The technician called a supervisor to discuss how to proceed with the job when the customer couldn’t pay the bill for the 1st visit. It was decided to put the job on hold until the office got together and came up with a solution to complete and get paid for the completion. On 11.22.2016 the office called the customer and explained that we wouldn’t be able to complete the work until he could pay for the service. It was explained that there was approximately another $800-1,000 of work left but we understood that the customer didn’t want to or couldn’t afford paying this amount. At this point the customer paid $900 of a $1,321 bill. We told him that we would heavily discount the completion of putting shingles on, hanging shelves, and installing trim. We said we could complete everything including the original bill for $1,650. He would have to come up with $750 in cash, cashier’s check or money order to schedule the completion. The customer agreed and scheduled the completion for 11.28.16. He told us his wife was very upset he was spending so much on the shed but it needed to get done. We were reducing our price by over a $1,000 already and just wanted to satisfy him and provide him with a completed job. On 11.28.16 our technician showed up and completed the trim and shelving but couldn’t complete the shingles due to rain. He went back on 11.29.16 to shingle the roof. While on site the customer said some of the paneling had small gaps in it. The technician explained that this was because the shed wasn’t installed on a completely level surface which he chose for us to do. The technician filled the gaps with left over paneling and assured it was sealed as well as it could be. He also made the customer aware that this was not a high end custom built shed but was a low end kit purchased from the hardware store. On 12.6.2016 the customer called to complain about the quality of the shed and workmanship. He sent pictures over to the office. The office directed the pictures to our Service Supervisor and sent him out to discuss the job on 12.9.16 with Mr. [redacted]. The Supervisor noticed that the shed was installed in an unlevel location and needed footers for it to be level. This was all originally discussed on the first visit 11.21.2016 and signed off on by the customer. It was the supervisor’s opinion that the complaints were not workmanship but were the quality of materials and the lack of having a level surface to install the shed on. The supervisor came back to the office to discuss the project with management and the technicians involved and called the customer back the same afternoon to go over his final determination. He told Mr. [redacted] that the workmanship couldn’t be improved and was done correctly with the location and materials provided by the customer. There was nothing more that could be done. Everything was 100% completed and installed by our company. In review we discussed the job, recommended the customer pour footers to level, provided an estimation of cost to complete, gave a heavy discount, went back out to verify the work was done and communicated our results and companies stance with the customer. We have paperwork and signatures from the customer backing our response. Sincerely, [redacted]
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