Complaints

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• Initial Complaint

  Date:11/08/2025

  Type:Customer Service 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.

  The agreement specified: $1,000 deposit payable before work commenced. & Remaining payment only upon completion of the work.
  1. Breach of Payment Terms & Threats to Stop Work:
  Despite our agreement to pay the balance only after completion, ***** demanded an additional $1,100 mid-project citing excuses unrelated to contractual terms. On August 8, 2025, he stated the work would take another week and demanded full payment immediately, threatening to stop work if not paid. His message explicitly indicated that he would not return to the site without payment, using the possibility of client disappointment as leverage. As a woman contractor, I consider this behavior a direct attempt to dominate and pressure me in violation of our agreement.
  
  2. Unprofessional Conduct & Reputational Harm
  The client reports that ***** left the site in poor condition daily, requiring her to clean up after him.
  This conduct has damaged my reputation and caused unnecessary stress to the client, who has health concerns in the household.
  
  2. Misrepresentation of Hours Worked: Derek’s timesheets record daily work starting at 8:00 a.m., often for 8–9 hours.
  The client confirmed, and I have evidence, that he regularly arrived after 11:00am, 12pm or 1:00pm. and sometimes not at all.
  He admitted to spending mornings retrieving “materials” from a storage unit or making store trips, inflating this as work time. In reality, the storage unit contained only 4–5 items, and store purchases were limited to two small trips for items I had already offered to supply.
  
  There are several other breaches from his end, not have enough space to mention.
  
  Impact:
  Financial: Disputed $2,800 invoice based on inflated hours and fabricated delays.
  Operational: Project delays forced me to find replacement labor to complete the work.
  Reputational: Client dissatisfaction and erosion of trust in my business.
  Personal: Harassment and intimidation as a woman contractor, being pressured into early payment against agreed terms.

  Business Response

  Date: 12/08/2025

  I dispute the allegations in this complaint. The payment request mid-project was due to unforeseen additional work and material costs outside the original deposit, which is a standard practice to avoid project delays. At no time did I threaten the complainant; I simply explained that work would pause until outstanding costs were covered.
  
  
  The hours billed include both on-site labor and necessary off-site tasks such as purchasing and transporting materials—industry-standard billable activities. Arrival times varied depending on these tasks.
  
  
  I deny leaving the worksite in unsafe or disorderly condition. Any temporary untidiness was consistent with an active construction site and resolved as work progressed.
  
  
  The $2,800 invoice accurately reflects the work performed, and I reject the claim that hours were inflated or delays fabricated. I also strongly deny any harassment or intimidation.
  
  
  I am open to resolving this matter professionally but cannot agree to void the invoice or accept penalty claims I believe are unfounded.
  
  

  Customer Answer

  Date: 14/08/2025

   I am rejecting this response because:
  
  
  Derek’s reply repeatedly uses “I dispute” or rephrases prior statements without addressing the documented facts. The court will look at client statements, signed agreements, dated messages, and evidences — not repeated wording or rephrasing.
  
  Key Facts: Our agreement and phone recordings show payment in full was due only upon completion to satisfaction. Derek’s claim that “completion” applied to partial work was never discussed or agreed. And does he really think his this technique of rephrases the sentences as per his choice would make sense in legal channels?
  
  He demanded full payment mid-project without providing clear receipts for $600–$800 of alleged materials, beyond one initial receipt I already paid for.
  
  The client confirms — and our messages prove — he was never on site at 8:00–8:30 am as claimed, often arriving after 11:00 am or not at all. She saw no visible progress after his departures and is willing to provide a signed statement.
  
  By his own admission, major tasks in the small bathroom renovation remain incomplete: shower walls, vanity plumbing, floor tiles, paint, and trim.
  Most of the demolition in this washroom had already been completed before hiring him — as confirmed in recorded conversations — so it is unclear what he was doing for 8 days at 8.5–9.5 billed hours per day.
  
  The client confirms unclean, unsafe work conditions and that she was left to clean his mess - this is the client's dissatisfaction towards Derek's work, and I do not understand how he is thinking his works "I deny", "I discard" will work here or in a court.

  ***** reached out to the client directly, offering unsolicited “free work” and attempting to leverage her dissatisfaction as a pressure tactic if I (Derek) did not attend the site — messages clearly show this pattern, breaking professional boundaries and amounting to improper solicitation and threats ---Violating Non-Circumvention Clause in agreement.
  
  Conclusion:
  These are not “disputes” — these are verifiable facts supported by witness statements and written records. Unless resolved by voiding the current invoice and the venality, I will proceed with my complaint and will go above and beyond to get the Justice for multiple breaches, misrepresentations, and the unnecessarily stressful environment you have created throughout this small project.

  Business Response

  Date: 14/08/2025

  To Whom It May Concern,
  
  I am responding to the complaint filed regarding a small bathroom renovation project. I respectfully disagree with many of the allegations made, and I wish to present a clear, factual account supported by my own records.
  
  1. Payment Terms
  
  The written agreement provided to the client outlines that materials are to be paid for upfront as a deposit, with the remaining payment due upon completion of the agreed scope of work. The scope was not altered without communication. At no time did I request “full payment” mid-project for incomplete work; rather, I requested reimbursement for materials purchased and labor completed to date. This is standard practice when projects are extended or when additional materials are required.
  
  2. Receipts for Materials

  The client was provided with the original receipt for the initial materials. Additional materials were purchased as needed. In some cases, materials were purchased in bulk or from suppliers that do not provide itemized consumer receipts (e.g., certain wholesale outlets). I am willing to produce any available receipts and supplier confirmations to support my expenses.

  
  3. Work Hours and Attendance

  I dispute the claim that I was consistently late or absent. My time on-site was recorded daily, including work hours that may have extended beyond visible client observation (such as preparation, cleanup, and material pickup). Travel time to acquire materials and coordinate with suppliers is part of the billed hours, as is common industry practice.
  
  4. Scope and Progress
  
  Significant work was completed during my time on-site, including demolition refinement, framing adjustments, plumbing preparations, and partial installation of shower walls and flooring. While it is true that certain final steps (paint, trim, vanity plumbing, and remaining tiles) had not yet been completed, the project was in progress when the payment dispute arose. The project was paused solely due to non-payment.
  
  5. Worksite Cleanliness

  All work was performed to the standards reasonably expected during an active renovation. Debris and dust are unavoidable in construction, but I did remove waste as work progressed. It is not uncommon for some residual cleanup to remain between active workdays.
  
  6. Allegations of Improper Conduct
  
  The claim that I attempted to “pressure” the client by offering free work is inaccurate. Any offers made were goodwill gestures to maintain client satisfaction, not threats or violations of contractual clauses. I did not attempt to circumvent any party or solicit work outside the agreement.
  
  Conclusion
  I maintain that:
  I have acted in good faith and within the terms of the signed agreement.
  Work was progressing until the payment dispute halted further completion.
  I remain willing to resolve this matter through reasonable dialogue, supported by verifiable documentation.
  
  My goal has always been to complete the project to the client’s satisfaction while adhering to fair business practices. I request that the BBB take into account the contractual terms, my willingness to provide documentation, and the fact that the dispute centers on a payment disagreement rather than substantiated workmanship failure.
  
  
  Sincerely,
  ***** ******
  ***** * ******* ******** ********
  ****** ************
  ****** ********************************
  

  
  

  Customer Answer

  Date: 18/08/2025

   I am rejecting this response because:
  
  
  I am writing in response to the statement made by ***** ****** of Derek’s Handyman Services. I strongly dispute his claims, and I want to highlight the factual breaches, misconduct, and unprofessional behavior that caused me significant stress, financial loss, and project delays.
  
  1. Agreement and Payment Terms
  The signed agreement clearly states that payment is DUE UPON JOB COMPLETION (agreement says this clearly and I do no need to define it over and again). ***** is now attempting to alter and rephrase this obligation in order to justify his demand for mid-project payments. This rephrasing is false, misleading, and contrary to the written terms that both parties agreed to. By doing this, he created unnecessary stress and threatened to stop the work mid-way unless I paid him more money—directly breaching the spirit of the agreement. It is important to note that the project was never completed, and therefore his claim for further payment before completion has no legal basis.
  
  2. Misrepresentation of Materials Costs
  ***** has stated that approximately $800 worth of materials were purchased. I dispute this figure, as I did not see evidence of such materials on-site. Furthermore, ***** has failed to provide transparent, itemized receipts to support his claims. Given his pattern of rephrasing terms and making inconsistent statements, I cannot trust any receipts he may now attempt to upload after the fact. This lack of transparency is unacceptable in any professional agreement.
  
  3. Client Experience and Dissatisfaction
  It is the client’s perspective that ultimately reflects the quality and professionalism of a service. Client's written statements clearly outline their dissatisfaction with Derek’s work and conduct. He cannot simply disagree with my lived experience as the paying customer. His refusal to acknowledge the issues further proves his unwillingness to act in good faith.
  
  4. Worksite Misconduct and Professionalism
  This was supposed to be a small job, but Derek’s behavior—including lies, breaches of contract, and misconduct—turned it into one of the worst experiences I have had as a client. I was left with an incomplete bathroom renovation, which forced me to rehire other workers to restart and complete the job. This resulted in additional financial burden, lost time, and significant stress.
  
  5. Improper Communication
  Beyond contractual issues, ***** engaged in unprofessional and abusive communication (will show the evidences when needed). This type of language is harassment, highly inappropriate, and completely unacceptable in a professional business relationship. These communications can be presented as evidence to demonstrate his misconduct and lack of professional integrity.

  As a women contractor, I approached this working relationship with trust and professionalism, even discussing the possibility of assigning him further projects. Unfortunately, it seems he mistook my fairness and respectful approach as weakness, believing it would be easy to dominate or take the advantage of me. This kind of act is unacceptable and will not be overlooked.
  
  Conclusion and Request for Remedy
  Based on the above, I maintain that Derek:
  
  Breached the signed agreement by demanding payment before completion.
  
  Failed to provide proper material receipts or transparency.
  
  Created a hostile and stressful environment through threats and unprofessional conduct.

  Engaged in abusive written communication toward me.
  
  I am prepared to take this matter further to ensure accountability. I request reimbursement for the damages and costs I incurred in rehiring new workers to complete the job, as well as recognition of the undue stress caused by Derek’s actions.
  
  I am determined to pursue this matter above and beyond, to ensure that justice is served and that businesses engaging in such misconduct are held accountable.
  
  Sincerely,

  ******* ****