I would like reimbursement for poor work and damages caused while working in my property.
In April I hired Mr. Handyman for some home repairs (About 3 days worth of work). Staining a cabinet and a vanity were on my repair list. We purchased 2 different colors because I wanted to "sample" each color on MY pieces (I've heard that different types of wood stain differently). The cabinet ended up the color I chose but the vanity ended up the color I rejected.
The handyman left a note telling me the paint bubbled up when he pulled off some tape he placed on the bathroom wall. His note also stated he would fix it later. When I looked at the bathroom wall I saw the blue tape (taped on the wall) with writing on it "This is from pulling tape off Will fix next time". He wrote on there so hard that I can still see the writing on the wall after removing the tape.
I contacted the company to complain about the cabinets being different colors. I expressed I wasn't happy about having to pay $95 an hour to restain a vanity they stained the wrong color. Another coat of stain was not going to change the color. After several conversations I was told to find another contractor. I paid $682.94 for services provided on 4/9/15 and I ended up having to do repairs as a result of this.
I am requesting a $300 refund to cover the cost to fix the damages and unsatisfactory services.
My name is ***** ***** and I am the Owner and General Manager of the Mr. Handyman office in Dallas, Texas. In October 2014, we celebrated two critical milestones in our business. First, we celebrated our 8-year anniversary as a small business. Second, we passed ****** "lifetime" customers, most of which use our business multiple times each year and regularly refer friends and family because of the extraordinary service they receive from the team at Mr. Handyman.
In February 2007, we were accredited by the Dallas BBB and we received our A+ rating from the Dallas BBB over 3 years ago. In the 8+ years we have been operating in the DFW Metroplex, we have received a total of 3 complaints via the Dallas BBB. The last complaint was filed and resolved in September 2009; nearly 6 years ago!
With that in mind, I would like to address the complaint filed by Ms. ******* ******* on *** 6, 2015.
Our initial contact with Ms. ******* occurred on March 4, 2015. Ms. ******* had been displaced from her residence as a result of a fire and the subsequent water damage from putting out the fire and needed a maintenance/repair company to complete several projects to allow her to move back into her residence as soon as possible.
At that time, we confirmed the initial appointment which was scheduled for April 3, 2015. Because of the complexity and variety of the repairs that were needed, per Ms. *******'s comments in the initial phone call, we assigned one of our Senior Technicians, ******* Waggoner, to handle Ms. *******'s job. ******* has 15+ years of hands-on construction, maintenance and handyman experience and has been an employee of Mr. Handyman since *** 2011; 4+ years. He has hundreds of satisfied customers and frequently receives positive customer satisfaction reviews which is why we selected him for Ms. *******'s job. ******* was the perfect Technician to get this job completed quickly and professionally.
The estimate ******* created during the initial appointment encompassed ******* projects including installing cabinets in the kitchen and bathroom, painting baseboards and doors, among other things. Ms. ******* approved the hand-written estimate while the Technician was in her home and requested that we begin work immediately. Unfortunately, we could not reserve four consecutive days on *******'s schedule until April 9th and the project was scheduled to be completed on April 14th, excluding Saturday, April 11th and Sunday, April 12th.
On April 9th, the first day of the job, Ms. ******* met ******* at Home Depot at 9:30 to select the stain needed for the project. While at Home Depot, Ms. ******* selected two different stains and agreed to test each stain in a hidden area of the cabinet(s) to see which one she liked best. After completing the "test" stain, Ms. ******* chose the stain that she liked best and instructed ******* to proceed with the project. (Note: stain and paint selection is quite often "personal" for customers and we encourage each customer to select the color and finish to ensure that they are completely satisfied with the product.)
Mr. Handyman Technicians are required to obtain payment from residential customers every day and as a result Ms. ******* provided us with her credit card to allow us to charge for *******'s work at the end of the day. Soon thereafter, Ms. ******* departed for work and left ******* at her home all day to continue with the work. Later that same day, Ms. ******* arrived back at her home and immediately became enraged and hysterical about the work that ******* had completed that day. She called the office and spoke to Sheri ******, Director of Operations and *******'s Manager, and exclaimed that the cabinet work was terrible and the stain color was all wrong, even though she had selected the stain color after seeing the "test" stain in a hidden spot on the cabinet. In addition, she was very upset that ******* had included his time (30 minutes) at Home Depot on the work order before he started working at her home. (Note: it is standard practice for our Technicians to charge for their time when shopping with customers at hardware stores because they are providing professional advice via their knowledge and experience.)
After ******* completed his work the first day, Ms. ******* called the office 5 additional times to "vent" about her dissatisfaction with *******'s work. In each of the 5 subsequent phone calls, Ms. ******* was hysterical even though ***** attempted to explain that the process of staining woodwork and cabinetry was a multi-day process, not something that would necessarily be completed on the first day. Ms. ******* instructed ***** not to send ******* back on April 10th. As a result, Sheri cancelled the project scheduled for the next day.
Prior to departing from Ms. *******'s home, ******* called the office to obtain instruction(s) from ***** about the next phase of the project. At that time, Sheri informed ******* that the remaining three days of the project had been cancelled at Ms. *******'s request. ******* replied that ... "Ms. ******* told me that she has been out of her home for 6+ months because the contractors she has selected will not show up to work on the project(s) and that she admitted that she is quite 'picky' about the work that needs to be completed."
The final call from Ms. ******* occurred on April 11th and Sheri handled the conversation. Ms. ******* called the office and was again enraged and hysterical. ***** attempted to explain to Ms. ******* that the job wasn't complete and was instructed to "shut-up". Sheri also offered to have *******, another Senior Technician and/or herself come back to her house to inspect the work and each time Ms. ******* rejected her suggestions.
Sheri then told Ms. ******* that we needed to part ways and she agreed. Ms. ******* called the office again that same day and spoke to ***** regarding the key that ******* had for her home. Ms. ******* wanted to come to the office to pickup the key and ***** agreed. Ms. ******* arrived at our office at 8 AM on April 13th and picked up the key. Sheri thanked her for her time and wished her good luck on the project.
Ms. ******* is requesting a $300 refund to cover the cost to fix the damages and unsatisfactory services.
As outlined in the paragraphs above, Ms. ******* was fully involved with the planning and execution of this project with our Technician and was emphatic that it needed to be completed as quickly as possible because she had been displaced from her home for 6+ months. Also, while at Home Depot with our Technician, Ms. ******* selected the stain that was to be used on both the cabinet and vanity, but did not like the color after it was applied by the Technician (per her instructions).
Had Ms. ******* not selected the stain while at Home Depot with our Technician, I would have arrived at a different decision in this matter. Also, had Ms. ******* given anyone at our Company, including *******, another Senior Technician and/or our ***** Operations Manager who is responsible for quality control and customer satisfaction, the opportunity to inspect *******'s work, I would have arrived at a different decision.
Unfortunately, Ms. *******, who openly admitted that she was "picky" and that "many other contractors would not or could not satisfy her requirements for this project", was unwilling and/or unable to work with our team members to create a plan to inspect and rectify the issues she identified on day #1. Therefore, after a thorough review of the situation with this customer, her willingness to pay our fees to have the work completed as quickly as possible, and her selection of the stain used on the cabinet and vanity, it is my decision to reject her request for a $300 refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with the response. I did not request a 100% refund. I requested a $300 refund specifically for work done wrong and damages.
The vanity was stained a different color. My guess is he accidentally used the color I rejected to stain the vanity because the cabinet mounted on the wall was the exact color I wanted and the vanity was a different color. The cabinets were custom made for me using the same wood type. I am attaching multiple files.
1. A note the handyman left stating that some paint came off when he pulled the blue tape from the wall (I did NOT have tape on the wall - he placed the tape there not sure why) and a receipt showing the stain I chose and purchased.
2. A picture of the blue tape mentioned on the note with writing on it.
3. A picture of the Vanity door (not the color I chose)
4. Picture of the Stains clearly showing there were 2 colors in the property and both cans opened.
5. Picture of the cabinet mounted on the wall (color I liked).
6. A side Picture of the cabinet mounted on the wall with a measuring tape to show the thin layer of material at the back of the cabinet. This is important because that is what the handyman nailed to the wall.
7. Side picture of cabinet mounted on the wall with a piece of cardboard next to it.
8&9. Inside of the cabinet (left and right sides) to show how the cabinet was nailed to the wall. Again, this shows the cabinet was not secure. According to another company, this was dangerous and could have falled on the toilet or on the person using the toilet.
10. Picture of writing on sheetrock - this is not with ink - if you zoom in you can see the writing is 'carved' into the sheetrock.
Mr Handyman's response implies that I chose a color and then was not satisfied. That is NOT the case. Also, I was upset about Mr Handyman billing me for 1/2 hour (from 9:30 to 10:00am) because I requested that the Technician meet me at 10am at Home Depot on Forest and Hwy 75 to pick up a toilet I needed that did not fit in my car. I refused to pay for him showing up 1/2 an hour early and I think it was removed from the final charge so I did not include that in my original complaint.