Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Handyman Connection to do a kitchen renovation project that started mid-January and as of mid-May they still have not finished the project. The initial install went smoothly wbut when it came down to the finishes of the project, we were left with very sloppy results.
  We brought these to the owner’s attention with a punch list of items that needed to be redone and were reassured that everything would be fixed. The original workman was sent back on 3/18 and continued his shoddy fixes leaving things worse off than when they started. On 3/25 we once again voiced our disappointment with the unacceptable work and demanded a different workman. The second workman was sent on April 10th agreed the work was done poorly and made most of the fixes.
  After most of the work was done, two tasks remained to complete the project: to send an electrician to troubleshoot a new outlet and to come back paint the ceiling texture that did not match the ceiling paint. After days of waiting for a response, the electrician did come out 5/8 and determined the issue but came unprepared to do the actual fix, was told he was scheduled to come out on 5/15 and would be there at 10am. I was also told by the owner she would arrange for the workman to come out and finish the painting.
  On 5/15 I had not heard anything by 10:30 and when I reached out I was informed that the electrician wouldn’t be out until later in the afternoon. When I asked about the workman coming to paint, I was asked to re-send the photo and that they could squeeze me in this afternoon. When I advised they were the ones to provide the ceiling paint as we had likely already paid for it when the original workman did his work) suddenly the workman couldn’t come until the next day, despite repeatedly informing the owner I was in the office on Thursdays and could no longer keep rearranging my work schedule after doing so a lot to accommodate their team throughout this months long process.

  

  Business Response

  Date: 05/20/2024

  The work was completed on 5/15/24 which included installing a dedicated outlet for the new stove and touching up a small area on the ceiling where the paint did not match. I do apologize for the inconvenience of arriving several hours later than originally planned. There is an $850 balance on the project. I am requesting the homeowner pay $300 of that t cover the time for the electrician and I will waive the remaining balance.

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  After advocating for myself Handyman Connection resolved the outstanding options and left us with a fantastic kitchen. While offering to discount the balance we insisted on paying in full for the work was done as promised despite the delays.
  
  
  
  Regards,
  
  
  
  ******* *******
  
  

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a basement issue with a water leak, it ruined the drywall, carpet and flooring in the basement. I found Handyman Connection on the internet, and they agreed to do my project. They sent someone out to do the project and he was there off and on for about two weeks. On October 31st, he stated he was finished with the project, even though he was not. (painting still needed to be done etc). He installed a cracked door, and one of the other doors he installed would not close. He said he would return on Saturday, November 5th. I went ahead and paid $3100 for their services as he called me over and over again and then the company started calling demanding payment. The repair person never showed up on Saturday, I called the company on Monday they said he would be over on Tuesday to finish, he never showed up on Tuesday either. So, we were out $3100, and the basement was not done. They FINALLY ended up sending someone else over to finish the job on November 16th (two weeks later). The original person had done everything wrong, so the new person had to redo the doors, the drywall, the painting. Now, the company says they didn't estimate the baseboards which is not our fault. So now, the carpet, which is scheduled for Monday December 5th can't be done because of more incompetence on the part of the company. All we wanted is the basement done. They have been terrible to work with. I want a full refund or at the very least a 50% refund.

  

  Business Response

  Date: 12/21/2022

  Handyman Connection was contract by the homeowner to complete drywall repairs after their basement was damaged by water. Here are the details of our agreement with the homeowner:

  Install drywall in Basement bottom section of wall  2' around entire basement 25' x 2  
  Install drywall in Bathroom 5 x 6.  36 x 2
  Tape, mud and sand walls 25 x 2
  Paint and Prime walls  $1700
  
  Install toilet and shut off valves  $250
  Install single vanity with hardware  $150
  Install flooring LVT (customer has purchased) $500
  
  Install 3 doors 30 x 80  
  Replace trim on 1 side of each door 
  Install hardware on 3 doors $650

  As the owner of the local franchise, I was not present when our craftsman met with the homeowner to discuss the project. What I know is what was written in our contract. If it is not written in our contract, then we are not planning on offering the service. Our contract did not include baseboard installation. 

  Handyman Connection was told by the original craftsman that the work was completed, and the homeowner was ready to pay. The Handyman Connection office called the homeowner several times to collect on this project. It has been my experience that when a customer delays in returning our call that there might be an issue that needs addressed. On about the third day, the homeowner called in a said they wanted to pay for the services we provided. She actually spoke with me, and I asked several times before accepting her payment if she was happy with the work. She assured me everything looked great. I took her payment and proceeded to pay the craftsman what he was due. As it turns out the customer blatantly lied to me about the job. Had I been told the truth, I would have immediately made arrangements to correct the work and not paid the craftsman that did a poor job. As you might imagine, the original craftsman took his pay and disappeared. Even though I would not recoup the money that was paid to the craftsman because of the lie I was told, I arranged to send two different craftsmen to their home to complete the needed repairs. One person did all the drywall and painting. I paid for his labor as well as for all the materials. The other craftsman was sent to repair the door. It was not repairable, so I paid for new door and the labor to install. I was told by both my craftsmen that the husband thanked them profusely for making the repairs. When the carpenter had completed his work, the husband asked for him to remove all the trash, which he did. After loading up his truck, the wife requested some of the items be returned. He did as she requested. 

  During the repair process with the two craftsmen, the issue of baseboards and outlet covers was raised by the homeowner. While it was not in the contract, I offered to install the baseboard at no labor charge if they paid for the material. They chose not to accept this offer. This was their choice. 

  I always encourage homeowners to read their contracts with us in advance to make sure everything they want done is included in writing. 

  Handyman Connection provided all the labor and materials to make the necessary corrections. We are a for profit company and actually lost money therefore we will not be issuing any kind of refund. 

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *********

   

   

  Customer Answer

  Date: 12/27/2022

  I do not agree with the business response. This has nothing to do with the baseboards or outlet covers.

   

  We paid for a job to be done, it is not done. So they can either come finish the job (door trim fixed, door trim patched and painted) and install the toilet correctly OR they can refund us for the incomplete work.

   

  We also want the items returned to us that were stolen from us. I am working on getting video of the items being stolen and once I receive it, I will forward to BBB.