Mr. Handyman of The Fredericksburg Region

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[MrHandy refuses to acknowlege his employees could have made a mistake regardinging intake I know nothing about weather stripping or the cause of the door stickingI am an honest personI have worked for over years serving this great country and presently working as a paralegalIf I make a mistake with my customer it could be costly I have never been called a liar by a business establishment I am a responsible consumer with a credit score I had no idea what was causing the door to stickMr handyman's paperwork is faultyThey possibly wrote down what they believed was causing the problemAnother sample of them writing down things wrong is the owner states in his response letter that my home is years oldI told them my home was years oldA responsible business *** value their customersI have never filed a complaint with you and feel strongly about thisIn an attempt to resolve this matter, I am willing to reduce my request to refund and an apologyThank you so much in trting to resolve this matter .]
Regards,
*** ***

Revdex.com Case ID: [redacted] -Mr. Handyman of
the Fredericksburg Region
Dear [redacted],
This is in response to the above referenced case. The customer is correct and
factual in only a portion of her complaint as I shall explain below:
On December 11th my
customer service representative received a call from the customer specifically
stating that she wanted three tasks performed, (1) repair of a piece of loose
siding,
(2) replace the
weather stripping on the front door, and (3) repair a "floor creak"
in a bedroom. These items were noted on the lead data collection sheet my CSR
recorded during the call (enclosed). We told the customer this work would
likely require 1 to 2 hours of labor, and we explained our business model and
billing practices, stating that the total estimate could run approximately $234
plus any materials and van stock used.
We dispatched
one of our technicians on December 13th . As directed, he picked up
the pieces of weather stripping on his way to the job. Upon arrival, the
customer explained to him that the front door was sticking and was very hard to
open and close. This was the first time we learned of the sticking issue with
the door. My technician explained to the customer that he could adjust the
threshold to improve the functioning of the door but that the threshold was
crowned up in the middle and he could not remove all of the sticking problem
without a major, time-consuming repair. He also replaced the weather stripping
on the sides and top of the door since (1) that was what he was dispatched to
do, and (2) because the old weather stripping was in fact worn out. Upon
completion, he indicated that that was "the best he could do"
considering the age of the door and the crowning condition of the threshold, to
which she replied "that is much better." He then went on to repair
the bedroom floor squeak.
He
was not able to repair the siding at that time but he did take measurements ([redacted]) as to what he needed to fabricate at our shop to affect a
repair. His intention was to return to install the aluminum trim piece at
another time. That return visit never happened as apparently there was a death
in the customer's family and the holidays were upon us.
 My technician wrote
up an invoice ([redacted]) indicating the weather stripping, the threshold
adjustment, and the floor repair. The customer paid with a credit card.
The customer
called us again on January 24th complaining that the weather stripping on
the front door was "coming off." We dispatched the same technician to
the customer's home, indicating it was a no charge (N/C) call-back for him ([redacted] intake form), which clearly indicates our initial willingness to
correct anything we might have done incorrectly or insufficiently. The
technician thought that somehow the new weather strips he installed had come
loose. Upon arrival the customer indicated that the "weather strip he
installed" at the bottom of the door was tearing off, i.e, some of the
four rubber fins were tearing. The old door sweep was in fact tearing, but it
was due to the age of the door sweep and the previous and continual rubbing against
the crowned threshold, not due to anything my technician had done.
The customer
disagreed, saying that it was the new piece he installed earlier and that
"she already paid for." lVIy technician tried to explain to her that
he did not replace that piece earlier and that it was the original or old piece
based on the clear evidence of old door paint being on the side of the original
piece. She insisted that he replaced it and he tried to explain that he did
not. She indicated that she "wasn't going to argue with him about it"
and that she would call someone else to fix it properly. He further explained
to her that he might be able to find a new door sweep for her, but that sweeps
are very door manufacturer-specific, and he would have to charge her for his
shopping time for the part, for the part itself assuming he could obtain one,
and for the repair time. Furthermore, he explained to the customer that the
door would have to be removed from its hinges (which he clearly did not do on
the first visit) to access the sweep, but she complained that it was too cold
that day to remove the door.
At that point my technician telephoned me from his van and
explained to me what is described above. In the 42 months of employment with my
company, I have NEVER found this technician to be anything but truthful with
me. This technician is very passive and is not an argumentative person in the
least, so I had no reason to doubt his version of events. I instructed him to
apologize to the customer (which he had already done) and to have her call the
office if she wished to discuss this matter further.
The customer
called my office and again spoke with my CSR. There was nothing she could do
for the customer except to hear her describe events as she remembered them,
which is contrary to my technician's version and contrary to what is documented
in writing on the intake sheets, the dispatch form, and the job invoice.
Upon my return to my office, I called
the customer to listen to what she had to say. She claimed that from the very
start of events, she called to describe and complain about her door sticking,
which is contrary to what was recorded on the lead intake form. She claims that
my CSR "must have determined that weather stripping was what was needed
and wrote that on the form." I can assure you, my CSR does NOT diagnose
problems over the phone and she
would NEVER
dispatch a technician with what she thinks are the required materials. She
simply. lists conditions, descriptions, and what the customer is telling her.
In this case, she heard "replace weather stripping" and that's what
she wrote on the form and on the technicians dispatch ticket ([redacted]).
For over 10 minutes, the customer
repeatedly explained to me that my version of events was incorrect, that she
assumed we were professionals who would know what she meant by "weather
stripping," that my customer service rep must have incorrectly diagnosed
her door
problem, and that we should know what was needed to repair a
sticking door when she called.
I explained to her that we never heard
about the door sticking until my technician was on site, and that he did what
he could reasonably and affordably do to remedy that problem, considering the
conditions of the door and threshold. I explained to her that I could not
warranty or guarantee that an 11 year old door could be made like new and that
if she wanted us to try to locate and install a new door sweep, I would have to
charge her for my technician's time and the materials. She continued to debate
(argue) with me that my technician had in fact installed a new sweep and that I
should warranty it. The original sweep with old door paint on it was still
installed when my tech went out for his no charge call-back. Furthermore, she
told me my technician argued with her and inferred that he was rude. I can
assure you this technician is not capable of being rude to my customers!
At this point, I was running out of
patience with the customer and I had nothing else to offer her. I was not going
to replace the sweep for free and I could not warranty a part that we didn't
install and a door that is over 10 years old. I was extremely frustrated and I
was losing my composure, so I politely and respectfully ended the call. Upon
doing so, I did act in an unprofessional manner. For this I am very sorry. But
I was understandably frustrated with the tone and content of her accusations,
with the manner in which she was presenting her facts, and for her calling my
technician argumentative and inferring him to be lying.
I have composed a formal written
apology and have included a copy of such to this response. I will not refund
any money to her since she paid only for the work that we completed and the
materials we installed, all of which continue to perform as intended and
installed. The weather stripping was needed and he did all he could do to
remedy the sticking door situation.
Respectfully
submitted,
[redacted]

Review: Mr. Handyman came to repair the front door to my house because the door was sticking and hard to open. When I called the female intake worker assigned a technician. The repairman came out and said the treshold had to be shaved down and weather striping needed to be put on the door. After the repairman did his repairs, I noticed the door was still sticking so I called them back to take look. I saw rubber stuff coming off of the bottem of the door. When the same repairman came back to my house. He said he didn't repair the bottom rubber stripping but he did place new weather stripping on the sides of the door and shaved the "treshold" down. I didn't understand why the rubber stripping was placed on the sides of the door and told the repairman that I though he replaced the bottom rubber weather stripping. It didn't make since to me if the bottom of the door was the source of the sticking for the repairman to replace side striping. The repairman argued that he didn't replace the bottom rubber stripping. Once he left, I called the office and spoke with the receptionist and she suggest I speak with the [redacted]. The [redacted] said I told the [redacted] that I wanted the side weather stripping and she wrote it on my repair slip. She may have written it on the slip but I did not tell her to. If I knew what was needed to repair the problem, I would have repaired it myself. That is why I call expects to make the repairs. The worst part about the whole process was the way the repair company talked down to me. At the end of my conversation with the "[redacted]" as he was hanging up I heard him call me a "bit_ _." So unprofessional! I called back and the [redacted] denied that the [redacted] called me a BIT__. I am a professional women with over 30 years of working in the legal. I would never treat a customer that way. The first thing the [redacted] said to me was that was not giving me my money back. I didn't want my money back at the time. I wanted to be treated with respect and for him to understand my pain. He was uncaring and rude. I was satisfied with the other work the repaiman had done. I am not rich by no means and having experienced the government shutdown and furlough, I am still trying to recover. In fact, this my first Revdex.com complaint I have ever submitted in my 50 years of life. Initally, I was going to let it go but decided to submit it so Mr. Handyman take customer complaints seriously and make sure they hang up the phone before they speak ill of a customer

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00000000000000000000000000000000000000000000000000000000000000000000000000000000...⇄ Settlement: I don't desire a total refund because I was satisfied with the other work they performed. However, I desire at least 1/2 of my money returned and written apology from Mr. Handyman for their rude behavior.

Thank you.

Business

Response: