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:12/08/2024

  Type:Billing 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.

  ******** ** * **** ** *** ****** * ********** **** ******* *** *** ** **** ** *** ********** ******** To date, August 12, I have not received a proper response providing the information I requested which is a breakdown of the cost of each task completed. How much did it cost to install an outlet cover, which was provided? It wasn't properly installed. The standard response the business provides is that he has $165,000 worth of equipment. How is this relevant to the situation? He certainly did not use this equipment at my property especially as he spent less than 1.5 hours at the property. How were the tasks completed worth greater than $700/hour? This business has had other negative reviews and they seem to disappear from the site as mine seems to. I had noticed on another negative review,  also by a woman, who had a similar complaint as mine, that he used his same standard response.
  
  I am tired of businesses taking advantage of me for being a woman, being a senior, and not being able to be present at the property. On this occasion, my daughters were there in my place. This is the first complaint l have lodged with the BBB.

  Business Response

  Date: 12/08/2024

  Hello,

  Thank you again for your email and concern. Posted above are screenshots from our conversation. You detailed the work that you wanted completed. And we completed that work. We gave you a price guaranteed cost regardless of how long it took us to complete the work. We never said that we would work by an hourly rate. 

  As an explanation of why our prices are, by your calculations, high, there are a few things that come into the situation. One is that for drywall work, we have invested a lot into our tools. A job like this used to take us 3 days. It now can be done in a lot shorter of a period of time because we use tools that we have invested in that not everybody has. We also book off a full day for a job like this, so that we do not get into a situation where we say that we will be somewhere, and then have the prior job take longer, and not be able to arrive when we say we will. We intend to provide the highest quality service possible, and we charge more because of that. 

  We understand that on an hourly basis, this seems like a lot of money, but when you take into account all of the other costs associated with our business, as well as the fact that we book the entire day, so that we can ensure that everything gets done, you may begin to see that more from our perspective. 

  Doing all of our work by Price guaranteed costs, also incentivizes us to work extremely efficiently. 

  A breakdown of the work is a little bit difficult, since you gave us a list, and we gave you a total price for that work. Some of the items sometimes take longer, and some of them take shorter than we might expect. But we typically have a $295 set up fee, and then each additional piece of work that you ask for ads on to that. For your list, the drywall work was roughly 75% of the cost, and the other smaller items were 25% of the cost. 

  As you know, on the day of the work, the people on site were very happy with the work, and the bill was paid on site that day, and we are thankful for that. That should signify that the work was done properly.

  No one mentioned anything about the cover not being installed properly. It was properly installed when we left. However we would be happy to come by and fix that for free if something was done not to your standards. But as we said, on site, the people reviewed the switch plate and we're happy with the adjustments that were made.

  Customer Answer

  Date: 12/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Firstly, there was never any mention of a $295 set up fee. Secondly, there were tasks on the list that were not completed. For example, the railing outside was not stabilized. Thirdly, the outlet plate was not cut to fit the space and trim that was secured has come away again.  Fourth, you're telling me that a small area on the wall comprised 75%, $1,046.25, of the total cost. Without removal of the drywall to check for mold? In addition, during our discussion, I was assured that the price would be adjusted to reflect the completed work. We, also, supplied the materials used for the repairs. I was unable to attend that day and my daughters were there in my place. They did not know how to deal with the situation. This still doesn't justify the cost of the work completed.
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 15/08/2024

  Hello,

  It says that the customer has rejected the explanation, but the BBB website isn't giving any options other than to respond again here.

  We would like to reiterate that the work the customer asked to be completed, was completed, and it was completed at the price the customer agreed to. The customer paid the bill after we sent them pictures of the finished work. 

  We are not the cheapest handyman company out there, and nor do we aim to be. Our customers want us to provide the best service possible, and they are happy to pay our rates, as anyone can see from our Google reviews. We also act as more of an emergency service, which our customer like, because it means we're always available, and that again raises our rates.

  We always suggest people get several quotes so that they can compare different companies and proceed with the option that best suites them. 

  Business Response

  Date: 20/08/2024

  Hello, we have said several times now that we would be happy to fix anything that is incomplete. However that would be strange to us since the customer said that they were happy with everything, and paid the bill in full at the end of the work being completed. But again, if some things missing, we're happy to fix it.

  Customer Answer

  Date: 22/08/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ********