The Right Handyman LLC

I Michael B [redacted] am the owner of The Right Handyman LLC which is a remodeling companyA few years ago I remodeled one of the two bathrooms the ***s haveOn that particular job I did all of my contact with [redacted] ***She took care of relaying all the details for the bath to me personally Everything went smoothly and we ended on very good termsMy business strives solely off of word of mouth because of the customer service and satisfaction we provideWe take quality very seriously and so much so that [redacted] called us again to remodel their other bathroom last yearAgain on this bathroom which is the one that's being discussed I did all my contact with [redacted] I had only met [redacted] at this point once or twice in passingWith this remodel we installed a custom shower with a 3/glass incloseureI took care of hiring [redacted] Glass to do the install for the glassWe have been using [redacted] Glass for many yearsThe job was competed to the customers satishfaction which is indicated by the final signing of the contract and The Right Handyman LLC being paid in fullAbout a year later I got a text from [redacted] with a picture of their broken Glass door and a short text explaining the door broke while no one was in the roomI immediately responded by text and made a phone call to [redacted] I talked to her and got a better idea of what had happenedThe door had broken but stayed in tact since it was tempered glass for safetyIt's designed to break into a few hundred tiny pieces instead of shards of glass so it doesn't do major damage The shower was a replacement to an existing tubSo it was inches wide and about inches deepIt had one glass door on the left and a glass panel on the right to make up the rest of the distanceThe panel was unharmed and the door was the only thing affectedI Iimmediately told [redacted] that I would come take a look at it in two days due to my scheduleI also told her I could make the arrangement with [redacted] Glass to come remove the glass door only and clean up all broken pieces [redacted] glass was quick to schedule the clean up free of charge [redacted] had told me they were a little scared of the glass now being in the bathroomI told them that I would talk to them about options when we met in personMeanwhile I told her I would contact [redacted] Glass to discuss options to get the problem solved [redacted] Glass made it possible for them to get the door replaced at cost to them with no labor Which was going to be around $That was a great price compared to the original cost of $1,for the entire incloseureSince I had a great customer relationship with [redacted] in the past I decided I would cover the cost of the new door and get the problem solved free of charge and hassle to themI informed her before we met that I could offer them this solution to the situationShe mentioned to me again that they were affraid of the glass now since it brokeThey specifically told me they were affraid the glass would explode and give them lacerations to the faceI told her the glass was tempered which is a special design for safety purposesShe told me she did her research about glass breaking like hers and came to the conclusion it was basically unheard ofAll of this was before we met in personI explained that I could go over any details with her when we metTwo days past and I met with them both in person at their houseI walked into the bathroom to find that the glass door and glass panel had been removedThis was a shock to me as now there would be no option of replacing the door like I had offeredThey had made the glass company remove the panel when they came to clean up the broken glassI talked over everything with [redacted] and [redacted] about their concernsNow that there was no option of replacing the door I told them I would be willing to fill the holes in the tile from where the door hinges were and install a curtain rod free of charge to get the shower back up in working orderShe agreed that the repair for the tile I had offered would suffice and that they just wanted to be able to use the showerAt this point they wanted a full refund for the glassI told them I would contact the company and see what they would be willing to offerAfter a few days of talking to the owner of [redacted] Glass I didn't get any more of an offer from them as they don't warrantee their productI do however believe that their original offer of the glass door for $was more than reasonable as a solution to get it taken care ofAfter finding out they weren't going to give them a refund I told [redacted] about the situationI let her know that it might be more significant if she the customer called in and filed a complaint if she wanted further action from themShe told me she had no problem doing soWe still were on great termsI also offered of calling the glass company again but [redacted] told me to wait for her response to see what she could find out from [redacted] Glass on her ownI still offered to get the shower back in operation but they wanted to wait and see what the glass company would doMaybe a week later I got an email from [redacted] ***He went on to explain that it was unreasonable for them to have to call [redacted] glass about their product they installed in their houseHe also went on to state that I was liable for the door and that I didn't have the skills it took to get the job done rightThis all was a complete shock to me as it was far from what his wife had discussed with me and been okay withHe basically demanded that my company come back and raise the shower curb about inches and install a curtain rodHe also demanded a refund from me and stated it was my responsibility to provide a solution for their situation(Which I had already offered two free of charge)I responded and informed him that I wasn't willing to raise the shower curb as it would be a safety hazard and wouldn't be to codeI again offered to come out and get the shower back in working order free of chargeThrough multiple emails [redacted] went on to demand a different solution as they suddenly changed how they wanted the bathroom configuredNone of which configurations were on the original contractSince then I havent heard from [redacted] who I have had all of my previous discussions withNow [redacted] was the sole contactAfter many times offering multiple solutions to the problem I have been declined to fix it from himThe last email from [redacted] was a threat to take legal actionI have tried to get the problem resolved but haven't had any luckIt is very unfortunate that the glass has broken and I wish I could have made it right with them by getting their bathroom back exactly how they originally desiredI hope it still gets resolved

We have reviewed Michael’s response and we believe there to be some confusion regarding the nature of our complaint. Our complaint is not that the shower door broke. Our complaint is that the door spontaneously exploded. No one was in the bathroom when this happened. It sounded as though a gun had been fired. There was glass everywhere. The explosion took place at eye level. We still have shards of glass in our home. We have inspected them. They are sharp and would cause serious damage to the eye and other body parts. We believe Michael’s statement that tempered glass is safe to be innacurate. Since the incident we have researched the safety hazard that was installed in our home. The below links illustrate some of what we discovered. These doors are not safe. The industry is aware that they are not safe. They continue to sell these doors and we were not provided a disclosure of the risk involved. Please note that the first video demonstrates that pressure from the side of the door can cause it to explode. We have also brought to Michael’s attention that there is damage where the hinge directly at the sight of damage was supposed to support the door. We do not believe that the hinge was properly installed and this put undue pressure on the side of the door. Also note that the man in the video is protecting himself with safety glasses and gloves while he explodes the door.https://www.youtube.com/watch?v=6lc6r8_o_tQhttp://sacramento.cbslocal.com/2...⇄ the incident first occurred we attempted to work with Michael on a safe and fair resolution. While at our home after the incident Michael offered to patch the holes and hang a shower curtain. We expressed concern regarding water damage on our floor and surrounding walls if just a curtain is installed (the purpose of the glass door was to prevent water from leaving the shower, and given that we no longer have a bathtub like we did before the remodeling, just a shower curtain will not be sufficient). Michael did not have much of a response to this concern. *** made further inquiry of this concern in her email dated 6/23/16, and *** inquired again about this concern in an email dated 6/28/16. Michael did express his opinion that raising the base of the shower to prevent water from running out onto the floor creates a safety hazard. We respect Michael’s opinion regarding the elevated base. The email dated 6/28/requests Michael’s expertise regarding other ways to address our concern of water damage on the floor. Michael did not reply to this concern.Our remodeled bathroom is designed around a glass door that proved to be a safety hazard. New arrangements will be necessary and we anticipate that it will cost more than the price of the door to get our bathroom back to safe and acceptable working condition. We do not want to contract with Michael for any additional work. We prefer to cut our losses, collect a refund from Michael for the price of the door ($1,206), and we will then incur the higher cost of retaining a different contractor to work with us on getting the bathroom back to safe and acceptable working condition.In his response Michael writes: “(***) also went on to state that I was liable for the door and that I didn't have the skills it took to get the job done right.” We have never made a statement of this sort and we have made no disparaging remarks regarding Michael’s skills. What we are saying is that we contracted directly with Michael for the refurbished bathroom and that as our contractor Michael is the party responsible to us for the final outcome of this work. We understand that as a contractor Michael obtains materials and supplies from a variety of vendors and that he will hire other people to work directly for him as a means of fulfilling his obligation to us. This is what a contractor does. The other entities that Michael selected and hired for this work were working for Michael and are responsible to Michael for their work. We only entered into a contract with Michael, and he therefore is the party responsible to us for the final outcome of the work. If Michael had wanted *** Glass to be directly responsible to his customer for a specific aspect of the remodeled bathroom then Michael would need to have structured the contracts so that his customer also entered into an agreement directly with *** Glass. We do not have a personal preference regarding this detail. Had Michael chosen to structure his contract in this way would be taking our complaint to *** Glass and not to Michael. Given that we only entered into a signed agreement with Michael, he is the appropriate party for us to address our complaint with. Our contract specifies that Michael B*** and The Right Handyman LLC is responsible for the procurement and installation of the glass door. There is no reference in the contract to any third party. The contract does not contain a term delegating responsibility for final outcome to a third party. After the explosion Michael did provide us with a copy of the invoice from *** Glass. The invoice clearly documents that *** Glass was hired by and working for Michael B*** (they were not hired by the ***s or working directly for the ***s). These documents are consistent with the understanding that we had when we hired Michael. We are confident that these documents will support our understanding in court.In addition to the explosion, there is damage at the site of the screw that supported the hinge directly alongside the portion of the door that exploded. We have stated to Michael that the work on this specific job was not done correctly. This statement is materially different than saying he “didn't have the skills it took to get the job done right.” We have not made a statement of that nature. Our statements have been professional. They have not been derogatory.Michael did inform us that he contacted *** Glass several times regarding a refund but was unable to secure one. In a conversation with *** he advised her to submit a customer complaint directly to *** Glass. *** initially agreed to but we later made the decision that this is not an appropriate way to handle the problem. We did not play a role in selecting *** Glass for any work (we contracted directly with Michael). We have explained to Michael that he is their customer and we in return are his customer (the source documents support this understanding). Given that Michael is referenced as the “Bill To” customer on the invoice from *** Glass, and he is the party that routinely hires them and engages them for repeat business, we felt that a written request should be printed on The Right Handyman letterhead and be signed by both Michael and ***. The refund really needs to be issued from *** Glass to The Right Handyman, and given that we contracted directly with Michael B***, he owes us a refund regardless of his success in obtaining recourse from *** Glass on the work that they were hired by Michael to do directly for him. Given the difficulty that we had receiving any sort of correspondence or action from Michael we drafted what we consider to be a fair request. We were upfront with Michael that this was only a draft, that our intentions were to accurately document the nature of the problem, and to request a resolution that was both fair and safe. We expressed a willingness to work with Michael on the wording of the letter so that we would have a final draft of the request that Michael both felt comfortable with and considered a accurate description of the problem. We view this effort as a favor to Michael, considering that *** Glass was never engaged to work directly for us and we are not their customer (as evidenced by the invoice issued by *** Glass directly to Michael B***). In an email dated 7/25/Michael provided the following response:“Unfortunately I don't believe *** Glass is going to give you a refundI only say that because I personally have connected with the owner as we have a very close relationship doing business together over the last yearsI reached out and spoke with him at least three times asking for him to give you give you a refund and they repeatedly said they don't have any warranties on their glassBecause of my relationship with *** Glass and how my company continues to use them I can't afford to loose my connection with themThat being said I cannot put your letter on my letterhead and sign it because I have already fought to get your money backI'm very sorry for the any inconvenience this may cause you both.” We are disappointed in Michael’s response. We do not feel that our refund should be contingent on Michael’s interest in preserving a relationship with the company that he selected to have working directly for him. We understand that neither company wants to issue a refund and we have no intention of letting them bat us back and forth like a ping pong ball. We are still requesting a refund from Michael B***, the party with whom we have a signed contract.Michael’s statement that the door lasted “about a year” is an overstatement. The door lasted approximately nine months. We encourage Michael to review the dates on the invoice from *** Glass in conjunction with the date of the text from ***.We also take issue with Michael’s assertion that emails from *** have been demanding and threatening. They are not. The correspondence from *** is written in a professional tone because our relationship with Michael is of a professional nature. The emails are littered with ‘pleases’ and ‘thank yous’. We encourage Michael to reread our email dated 6/23/where we explain why we did not find it appropriate to work with *** Glass for a refund because we entered into our contract with Michael, not with *** Glass. Please note that the email “from ***” that Michael considers “shocking” actually came from ***. *** was displeased and discouraged with Michael’s unwillingness to provide a safe and fair resolution, and she was further discouraged with his assertion that he isn’t responsible for the work done in our home. This came as a surprise to both of us. *** made the decision that correspondence should come from *** moving forward, and *** is copied on every email that *** sent. Our objective moving forward was to have the bathroom returned to safe and acceptable working condition at no additional cost and also obtain some clarification from our contractor regarding why he does not consider himself responsible for the work done in our bathroom. It was difficult to obtain complete responses from Michael, or even carry on any sort of dialogue. The responses all came after much delay. Michael repeatedly offered to hang a shower curtain while ignoring our concern about water damage. He would not respond to any questions pertaining to how our contract was structured. We have now made the decision that we do not want Michael to hang a shower curtain or patch any holes. We do not want him doing any additional work in our home. We just want our money back.We were hopeful that we would be able to resolve this problem without taking public actions that may tarnish Michael’s professional reputation. We didn’t want to file a Revdex.com complaint and we would prefer not to resolve the problem in court. We did not make threats to Michael. We paid him the courtesy of informing him that other actions would be taken if a safe and fair resolution was not achieved. Michael reiterated that he would hang a shower curtain and he ignored our concern regarding water damage. At this point we feel that it would be appropriate for the Revdex.com to publish the email correspondence that we had with Michael along with this response. If our Revdex.com complaint does not resolve the issue we will proceed with a court filing. This is not a threat. We are simply giving Michael advance notice of our intended action so that he has an opportunity to get his ducks in a row (or even have further conversations with *** Glass regarding the work that they did for him, should he decide to do so).We have also filed a complaint with the U.S. Consumer Product Safety Commission as we feel very strongly that doors such as the one installed in our bathroom as a direct result of the contract that we entered into with Michael B*** are not safe and appropriate regulatory action should be implemented. Our complaint with the U.S. Consumer Product Safety Commission is number *** It is not the first complaint regarding the spontaneous explosion of tempered glass doors that they have received.Michael’s statement that the door lasted “about a year” is an overstatement. The door lasted approximately nine months. We encourage Michael to review the dates on the invoice from *** Glass in conjunction with the date of the text from ***

I Michael B[redacted] am the owner of The Right Handyman LLC which is a remodeling company. A few years ago I remodeled one of the two bathrooms the [redacted]s have. On that particular job I did all of my contact with [redacted]. She took care of relaying all the details for the bath to me personally....

Everything went smoothly and we ended on very good terms. My business strives solely off of word of mouth because of the customer service and satisfaction we provide. We take quality very seriously and so much so that [redacted] called us again to remodel their other bathroom last year. Again on this bathroom which is the one that's being discussed I did all my contact with [redacted]. I had only met [redacted] at this point once or twice in passing. With this remodel we installed a custom shower with a 3/8 glass incloseure. I took care of hiring [redacted] Glass to do the install for the glass. We have been using [redacted] Glass for many years. The job was competed to the customers satishfaction which is indicated by the final signing of the contract and The Right Handyman LLC being paid in full. About a year later I got a text from [redacted] with a picture of their broken Glass door and a short text explaining the door broke while no one was in the room. I immediately responded by text and made a phone call to [redacted]. I talked to her and got a better idea of what had happened. The door had broken but stayed in tact since it was tempered glass for safety. It's designed to break into a few hundred tiny pieces instead of shards of glass so it doesn't do major damage.  The shower was a replacement to an existing tub. So it was 60 inches wide and about 30 inches deep. It had one glass door on the left and a glass panel on the right to make up the rest of the distance. The panel was unharmed and the door was the only thing affected. I Iimmediately told [redacted] that I would come take a look at it in two days due to my schedule. I also told her I could make the arrangement with [redacted] Glass to come remove the glass door only and clean up all broken pieces. [redacted] glass was quick to schedule the clean up free of charge. [redacted] had told me they were a little scared of the glass now being in the bathroom. I told them that I would talk to them about options when we met in person. Meanwhile I told her I would contact [redacted] Glass to discuss options to get the problem solved. [redacted] Glass made it possible for them to get the door replaced at cost to them with no labor Which was going to be around $200. That was a great price compared to the original cost of $1,200 for the entire incloseure. Since I had a great customer relationship with [redacted] in the past I decided I would cover the cost of the new door and get the problem solved free of charge and hassle to them. I informed her before we met that I could offer them this solution to the situation. She mentioned to me again that they were affraid of the glass now since it broke. They specifically told me they were affraid the glass would explode and give them lacerations to the face. I told her the glass was tempered which is a special design for safety purposes. She told me she did her research about glass breaking like hers and came to the conclusion it was basically unheard of. All of this was before we met in person. I explained that I could go over any details with her when we met. Two days past and I met with them both in person at their house. I walked into the bathroom to find that the glass door and glass panel had been removed. This was a shock to me as now there would be no option of replacing the door like I had offered. They had made the glass company remove the panel when they came to clean up the broken glass. I talked over everything with [redacted] and [redacted] about their concerns. Now that there was no option of replacing the door I told them I would be willing to fill the holes in the tile from where the door hinges were and install a curtain rod free of charge to get the shower back up in working order. She agreed that the repair for the tile I had offered would suffice and that they just wanted to be able to use the shower. At this point they wanted a full refund for the glass. I told them I would contact the company and see what they would be willing to offer. After a few days of talking to the owner of [redacted] Glass I didn't get any more of an offer from them as they don't warrantee their product. I do however believe that their original offer of the glass door for $200 was more than reasonable as a solution to get it taken care of. After finding out they weren't going to give them a refund I told [redacted] about the situation. I let her know that it might be more significant if she the customer called in and filed a complaint if she wanted further action from them. She told me she had no problem doing so. We still were on great terms. I also offered of calling the glass company again but [redacted] told me to wait for her response to see what she could find out from [redacted] Glass on her own. I still offered to get the shower back in operation but they wanted to wait and see what the glass company would do. Maybe a week later I got an email from [redacted]. He went on to explain that it was unreasonable for them to have to call [redacted] glass about their product they installed in their house. He also went on to state that I was liable for the door and that I didn't have the skills it took to get the job done right. This all was a complete shock to me as it was far from what his wife had discussed with me and been okay with. He basically demanded that my company come back and raise the shower curb about 18 inches and install a curtain rod. He also demanded a refund from me and stated it was my responsibility to provide a solution for their situation(Which I had already offered two free of charge). I responded and informed him that I wasn't willing to raise the shower curb as it would be a safety hazard and wouldn't be to code. I again offered to come out and get the shower back in working order free of charge. Through multiple emails [redacted] went on to demand a different solution as they suddenly changed how they wanted the bathroom configured. None of which configurations were on the original contract. Since then I havent heard from [redacted] who I have had all of my previous discussions with. Now [redacted] was the sole contact. After many times offering multiple solutions to the problem I have been declined to fix it from him. The last email from [redacted] was a threat to take legal action. I have tried to get the problem resolved but haven't had any luck. It is very unfortunate that the glass has broken and I wish I could have made it right with them by getting their bathroom back exactly how they originally desired. I hope it still gets resolved.