Complaints

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• Initial Complaint

  Date:30/06/2023

  Type:Customer Service 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 want a full refund for the windows (all measured and installed incorrectly), doors, and the materials. We need to repair siding that was damaged by Dartmouth Handyman (he removed J-Trim and nailed wood or pvc trim through the siding). We also need the damage repaired to our living room window's rough opening as pieces that were attached to the head were removed to get the window to fit. We should NOT have to absorb these repair costs and expect the Dartmouth Handyman Services to cover the cost of these damages. Also, until we can get a contractor to measure and schedule the repairs and install, we need to keep the windows in place. We added waterproof tape to stop water from coming in the house (there has been a lot of rain recently). Any subsequent water damage will need to be covered by Dartmouth Handyman's Insurance.

  Customer Answer

  Date: 05/07/2023

   I am rejecting this response because: 

  I'd like Dartmouth Handyman Service to comment on the Home Inspector's Report that was attached to the complaint.  We (my wife and I) were always friendly and supportive to Dartmouth Handyman Services, as there were obvious business and personal issues in his life.  We trusted and supported the work because we didn't know any better as we are not window installers.  My wife, did ask about why window clips were on some windows, but not on others.  The response we received was, "you don't need them".  This is contradicting the manufacturers specifications, as we've since learned.  My wife asked someone to check on things for us, and it was obvious to the person who checked that something was wrong.  That's when we asked Handyman services not come back and we with held labor payment.  We then had a House Inspector come to our home to inspect and the result is the attached report.  I'd like Handyman to comment on the report.  Especially, the front living room window, which has nothing to do with the siding.  The report details many issues, including improper measurements.  

  Regards,

  *****

  
  
  
  

  
  

  Business Response

  Date: 19/07/2023

  Good Morning, 

  After reviewing the home inspection report,  i see that there were a few concerns  mentioned.  I was not given the opportunity to finish the project nor were any concerns brought to my attention.  I was asked to leave site  before the work could be completed.  The windows are in complete as I was asked to leave before I could finish this install.

  Customer Answer

  Date: 19/07/2023

  I am rejecting this response because, the "few concerns" mentioned are serious concerns.  On page 9 of the Inspection Report, under General Recommendations it is stated, the "contractor did not take the time to measure the rough openings for the new windows.  There was not enough of an opening to install the new windows properly.  The information gathered during the inspection leads me to believe the contractor may have been trying to cover up a mistake because the windows rough openings were measured wrong." 

  I beg to ask *****, what was he planning to do to finish the job?  ***** told us that all windows on the outside were finished, with the exception of the large living room window.  ***** said that he was going to finish the inside over the subsequent two days.  However, we discovered from a member of our extended family that the windows are not weather tight on the outside.   In fact, we were told that every window was not fitting properly and it was a mess of a job.  He said that our home was at risk of immediate water and weather damage.  The inspector confirms this in his report.  J-trim was removed and this was covered up with trim.  The pictures clearly show the issues.   We then went to our closest Home Depot location in Bayers Lake.  We showed pictures to the person at home depot (******) and he told us that the windows were not installed properly.  That's when we decided to not let ***** finish until we had a contractor and the inspector come in to confirm our findings.  Both the contractor and the inspector said it is in our best interest to stop the work and ask for our money back.

  It is very disheartening to discover that ***** had complete disregard for our home.  We will likely be dealing with water damage almost immediately from rain (we taped for now), and we will end up with damage from water freezing in the winter.  One of the main reasons we wanted new windows was to get a better seal to help with our heating bills, but with the way the windows were installed we are worse-off than what we had previously.   I also should mention that ***** nailed trim through our siding, and took out a 2x6 lintel from over the living room window, which is structural damage, and the large window is being held in with 4 deck screws and some foam (I understand that he wasn't finished that window, however it is the wrong size which is the reason why he removed the 2x6 lintel and the window would never be installed properly).  This is a huge safety risk and the inspector told us the roof will eventually start to lean in if this isn't repaired before winter.

  I absolutely do not trust ***** and *****.  They had ample opportunity to do the right thing, which would have been to admit very early on (before our original windows were removed) that the windows would not fit.  Instead, they forged ahead with no hope of doing a proper job, putting our home at risk, and leaving us worse off.  Our insurance company will not cover any subsequent water damage.  Again, very disheartening that ***** and ***** (whom never returned after the 1st or 2nd day) would take advantage of good honest people.  We were very excited to get new windows and improve our home, but instead we are in a worse situation and we are out $13000+k.  We are trying to figure out how we can protect our home before storm season and winter.  

  I ask ***** and ***** to do the right thing and give us our money back so we can use it to go with another contractor.  We'll have to keep the windows in place until we have a date set to reinstall the reordered windows.  We'll make sure the windows that ***** put in, will be removed as carefully as possible and kept safe, and we will allow him to come and get them to recoup his losses. But, only after we have new windows installed.   Will ***** give us our money back?  I do need an answer as soon as possible, and I also would like the money back as soon as possible as we need to reorder new windows from another contractor and schedule a date as soon as possible.

  Thanks,

  ***** and *****-*****

  Business Response

  Date: 19/07/2023

  I will no longer be commenting on this complaint as it is now a legal matter.  We do not accept last reply and will be in contact in due course when we know the out come. 

  Customer Answer

  Date: 20/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20259944, and find that there is still no satisfactory resolution.  It appears that Mr. Handyman is agreeing to find resolution using the legal process. 

   

  Regards,

  ***** and *****-*****