Complaint Category: Failure to provide promised written warranty or guarantee
Complaint: Materials used were lowest quality, Since installation more damage has recurred, promise not true, new flooring warped, told I am to "eat" the cost.
In 2007 *** Handy man Connection, did a wonderful job remodeling our house.
2012 we called them again to do smaller renovation. The quality was not what I wanted. Flooring was far inferior to the first job, ( we gave them serial numbers, etc from old job) they used a product nearly cardboard, the floor trim was compressed cardboard. On installation the trim did not fit exactly and craftsman recalled 2 times and still is was not fixed. A repair was to be made to MBR door, as it leaked and rotted from the door, now sides of door moldy, and is creeping in to MBR walls, first job improperly sealed. Now the MBR flooring by the door has warped and is in need of replacement. Threshold has rotted out on same door. Threshold in main entry remains unrepaired.
In reasonable time Within the first year, (2007 job), craftsman came but issues were not resolved.
The 2012 job was awful as written above.
I was told by ***** ********, the owner, that he would agree to fix the problems. He came to our home to see for himself. He agreed with me about the damage. We went to *** office in Springdale, AR and spoke directly with him, and he said he would fix the problems.
Craftspeople seemed positive.
*** owner a liar.
Shortly after the 2012 job was done I called and asked about the repairs as earlier promised and was told I would have to "eat" the repairs.
So now I have mold in the MBR, a rotted door, thresholds that are no good, and ramps (handicapped) that are falling off.
Initial Business Response
To Whom It May Concern:
In response to the complaint issued by this customer. The first job completed for her was in 2009. She provided a list of materials that she wanted used in her home and Handyman Connection submitted that list in writing as required by the VA for approval. The French door in the master bedroom was installed in 2009. She called stating the door was leaking and while doing additional work for her in 2012 the door threshold and rotted **** were replaced. (This was 3 years after the door had been installed initially).
Once again, in 2012, as mentioned by the customer, she provided serial numbers for the materials she wanted used in her home and those were submitted in writing to the VA and approved. After the completion of the job in 2012 a certified VA inspection was completed and she signed off on the work.
The VA has very strict guidelines for the work that is done for their clients and Handyman Connection met those requirements in each job completed for this customer, as well as many other VA clients. Funds for the job were held in escrow and not paid until client and inspector had signed off.
I think the real problem here is the use of the motorized wheelchair over these transitioned areas. Because a repair was needed on the doorway installed in 2009 by 2012, it would seem that on-going maintenance is going to be necessary because of this use. Maybe this doorway needs to be re-sealed (caulked) yearly to prevent leakage or even replaced on a regular basis.
As far as the rotted **** on the door and the wheel chair ramp, any **** product subject to weather is going to rot over time. Those areas were repaired in 2012. It has now been just over a year since those repairs were made.
In reference to her comment about her conversation with the owner: ***** ******** conveyed to the customer is that if she wanted to provide replacement materials we would work with her to provide the labor to repair at a reduced cost but that this was not warranty because it was a product issue and not a workmanship issue.
While we regret that she is dissatisfied with Handyman Connection, it is our opinion that these are normal material weathering issues and issues caused by her wheel chair not workmanship issues caused by Handyman Connection. I am happy to provide a copy of the form sent to the VA with stated materials and also a copy of our terms as it relates to their being no warranty on materials by request.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.