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:23/09/2024

  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.

  On July 16th and 17th, 2024, a craftsman from Handyman Connection came to repair the collapsed shelves in my master bedroom and stabilize the shelves in my kids' rooms. The initial $1250 estimate included replacing all shelves, brackets, and hooks, but instead, the craftsman reused the existing ones and added a few extra brackets. While the improvements were appreciated, we were surprised to be charged $700 for labor, as the work took only a few hours rather than the estimated two full days. The company explained that their labor fees are based on the project scope rather than time and that their quotes cover insurance, bonding, and a 1-year warranty. Originally, the labor was estimated at $1000 but was revised to $700 after reevaluation. The craftsman also mentioned the shelves wouldnt be fully replaced, contrary to what the original quote suggested. He completed the job over two days, claiming he needed to make multiple trips for materials. However, on July 8th an email from Handyman connection mentionned the craftsman would be available for two full days of 8-4pm. Despite my concerns with the pricing, I paid the final bill of $900.The craftsman left without performing a final inspection, claiming I was on the phone and didnt want to be disturbed. Later, we found that one shelf wasnt properly attached. He had to return on July 22nd to fix it, which caused some inconvenience. Then, on September 7th, a hook in the master bedroom came loose. I contacted Handyman Connection again, and the craftsman informed me that he needed to source new hooks. After following up with the owner on September 12th, nearly two weeks have passed with no further action. I am requesting that the job be fully completed and that I receive a partial refund due to the poor service and delays. Were concerned that if the loose hook isnt fixed soon, it could lead to further damage and possibly cause the shelves to collapse again.

  

  Business Response

  Date: 25/09/2024

  Hi ****, I am sorry for not addressing this sooner. After our discussion a couple weeks ago I instructed my team to get someone out to you to repair the bar.  But now I realize that we dropped the ball.  We will have one of our most experienced craftsman visit to correct your shelving to ensure it is done right.  ****

  Customer Answer

  Date: 26/09/2024

   
  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. On September 25, 2024, *****, a craftsman from Handyman Connection, arrived around 5:40 PM. We are very pleased with the service he provided, and its unfortunate that he wasnt the one to handle the work from the beginning. He spent about 1 hour and 15 minutes repairing the closet shelves, ensuring that the shelves, rods, and hooks were securely fixed. We are confident his work will prevent future issues.

  I appreciate the business owners effort in sending one of his most experienced craftsmen. While we are satisfied with the final result, I do want to mention that we were not happy with Trevors work. It lacked the attention to detail and precision shown by the number of times repairs were required. Having to repeatedly remove and put back our clothing was inconvenient.

  
  In my initial request, I stated that we wanted the work completed to our satisfaction, which it now is, and also requested a partial refund for all the inconvenience. However, I will leave it to the owners discretion to decide what is fair, and I will be content with whatever is decided as ultimately having a job well done is what we want. I trust that this feedback will be passed along to the appropriate channels for learning and improvement.
  

  Sincerely,
  
  **** ****

• Initial Complaint

  Date:07/08/2024

  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.

  I hired ***************************** through Handyman Connection Ottawa to replace toilet, bathroom vanity and bathroom flooring.There were serious errors done with the toilet, vanity and the floor. In the end he took a tantrum because I didn't sign off. A project manager came to assess, then eventually a contractor **** who said he specialized in old buildings architecture came to see what needed to be done. According to ****, (the owner,) **** was the only contractor that can fix the issues. After many attempts to get him to start fixing these issues, I was told I was on the schedule but in the end I was never on the schedule. A date to fix this reno issues was unavailable. Therefore I ask them to nul and void this invoice for the work ***** did, so I can move on with someone available and qualified, and **** finally accepted.Within 24 hours I hired a plumber and a tile installer came to see what needed to be done. This was no longer a fix instead both experts said the whole job toilet , vanity and bathroom floor will have to be redone because not only the entrance was damaged, the floor was not leveled therefore the plumber could not properly install the toilet. And under the vanity the tiles were left undone. I have no choice here but to hire a tile installer to remove all the beautiful tiles I bought in advanced to the reno. These tiles were "not" part of the invoice nul and void. I contacted ****, the owner and I ask him to give me back my tiles or a refund of its retail value. See attachment. **** refused and insisted it's in the nul and void invoice. These tiles are not part of the invoice that was nul and voided. I purchased them in advanced. Nor did I expect a contractor at Handyman connection would fix this problem because they couldn't provide anyone qualified in a timely matter.I am asking BBB to help me get my tiles back. At the present time I can only accept a refund of the $ retail value of $280.

  

  Business Response

  Date: 18/08/2024

  The customer is misrepresenting the situation.  We sent our project manager, ****, to assess the situation.  **** agreed that we would:

  1) Relocate the vanity since it was too close to the wall

  2) Repair the transition at the doorway

  **** assessed the tiles and the toilet. The only issue is that the toilet sits a bit off the floor.  Our craftsmen never altered the toilet.  It originally sat off the floor and was balanced with shims. He simply removed the old flooring and installed new tiles.  He did not alter the toilet drain in any way.

  We offered to send another craftsman to repair the vanity and transition.  He is not the only craftsman that can do this, but he is the best one. We assured the customer that we would send him as soon as we could.  Our preferred resolution is always to make things right for the customer - we do not like to walk away from a job.

  But, she did not want to wait and asked us to null the invoice.  

  We reluctantly agreed and asked her to sign the attached document releasing us from warranty. She signed it. But then asked us to pay for the tiles. We do not agree the tiles need to be replaced.

  I believe we did our best to satisfy the customer and we provided her with options for a resolution.  She chose an option but now wants more. 

  Customer Answer

  Date: 26/08/2024

   
  Complaint: 22092858
  
  I am rejecting this response because:

  Hello
  
  The resolution I require is for Handyman Connection provides a monetary compensation of $280.00  for the tiles that required to be destroyed and replaced because the whole floor was uneven so the toilet could not be installed properly. Then there were to other issues with the tiles where they agreed to needing replacing. Their assessment was false. 
  
  As for BBB I contacted you for your help to get my money back. And I wanted you to be more prudent on your process to grant BBB certified. I relied on your certification as part of my due diligence in selecting a company befor hiring them. Following this experience I've had with Handyman Connection, I am relunctant to value BBB as a good and reliable company.  Other consumers need to be wary in doing business with Handyman Connection becuase your certification is not realistic. They are not qualified to do bathroom renos. 
  
  Thank you for your time
  ******************************;
  

  

  Business Response

  Date: 26/08/2024

  As per that documents submitted, we gave the customer the choice of having the issues fixed or paying nothing for the work that was done.  She chose to not pay and we both signed the agreement.  We honoured the agreement by providing a $0 Invoice. We ask that she also honours the agreement.

  Customer Answer

  Date: 27/08/2024

   
  Complaint: 22092858
  
  I am rejecting this response because: the tiles I paid $280, were not included in this agreement. And the assessment done by **** was false and did not represent the floor being uneven around the toilet which was the cause of the toilet being uneven and solidified with excess amount of caulking by *****************************. Again I ask Handyman Connection to return my money I spend on the tiles of $280that *had to be destroyed* because of the damages done during their craftman attempted tile installation. This request will show good business ethics and honestly by Handyman Connection otherwise they do not deserver recognition of BBB certification.

  Sincerely,
  
  *********************************

  

  Business Response

  Date: 27/08/2024

  We stand by the signed agreement.  We made an agreement and then right after we fulfilled our obligations, the customer asked for more and claims it is not included in the agreement.  That is just dishonest.

  Customer Answer

  Date: 27/08/2024

   
  Complaint: 22092858
  
  I am rejecting this response because: I have no reason to be dishonest. Again the agreement did not include the $280 tiles. Prove to me where the agreement states the invoice for the tiles? The agreement only covers the invoice you were going to charge me for a disaster reno. Handyman Connection has bad work ethics and are the dishonest party. This company does not comply to BBB certification. Very unreliable and one lie after the next.
  
  Sincerely,
  *********************************