Business ProfileforBayview Home Services & Remodel

Bayview Handyman was to build and install a roof-like structure to be attached to a 12’ tall tree stump in my backyard. The result is nothing like we discussed prior to the build last January. What made the installation a horrible experience, however, is dealing with this husband/wife team—Donn and Melissa of Bayview Handyman. I reached out at the end of March to schedule install once the weather got better, giving them plenty of time to purchase supplies to accomplish it. They didn’t have the decency to return any communication. I finally called with my husband’s phone and the call was immediately answered—SURPRISE!! Now that I had their attention the rollercoaster started. I understand circumstances happen, where you may be delayed or need to reschedule because of weather, etc. but be respectful of my time and be communicative. Don’t guilt me by saying your husband missed your daughter’s talent show because he is working late hours. Don’t tell me, after I canceled brunch with friends, that he’s been at my project all morning—I was there, he wasn’t. Then insult me by saying he was getting supplies for the install— you told me he got all the supplies the night before. Besides, how long does it take to get a couple of 2x6s and a winch. Don’t show up for an hour late morning then leave for the rest of the day with no explanation. Seriously, there were 5 months to plan this out. Lastly, when I came outside to question if this tree roof could be lowered, Donn yelled at me, in front of his daughter and wife who were now on the site, that he “just wanted to get the f**k out of here.” My neighbor down the alley immediately texted me to see if I was alright. I was left speechless and went inside as they loaded up their vehicle. I’m now left with this ridiculous tree topper and out $550. If I could share photos here you would understand what an epic failure this project has become.

Hi ******,I am sincerely sorry that you feel your expectations werent met as we strive very hard to put everything we can into each project. I know that things started out delayed which I felt was frustrating for you, especially since we had such late snow going into May. We also have to be accountable for the safety on such a complex rigging/lifting job and I cant take any steps until everything is accounted for. This is both for the customer as well as the contractor. Design, build mistakes can easily be changed or modified to be anything that a customer would like. This situation was very unique because the product was delivered and paid for in January with installation taken off of the invoice and saved for the spring. The modification or request to move the unit lower was made while the installer was on a ladder balancing the unit overhead, the very moment when all of the safety straps and secondary straps need to be released for the final push onto the tree.. At that moment, everything takes a back seat to safety. As we saw, the moment can be quite stressful for the installer- and even though we strive to get better and better, we are human and it felt like it was not an ideal time to have a discussion, when we were most concerned about safety and securing things so that **** didnt have to rely on his arm strength for balance. Looking back, I should have set some safety parameters around change orders and that it is best to have everyone off of ladders and on the ground so that we can have a professional conversation and then decide what steps should be taken.. With that, we are so sorry that your expectations werent met. We pride ourselves on our customer ********************** and over 5 years and ***** jobs, we've had only a handful of customer issues, putting our average less than 2% against an industry average of 12. We pride ourselves on being recognized as a go-to provider in the community, but we also know that as humans, we can't be perfect. *** already looked at the situation objectively and have had 3 small businesses in the trade take a look at all of the pictures, communication, contract, project notes and give me feedback as to what should or could have been done differently on both sides.and what we could have changed to make this a positive outcome. At Bayview Handyman, we stress that the most positive outcome is when both parties are involved, take accountability and partner together to accomplish the desired outcome. Anytime emotions run high, its time to step away, re-assess objectively and then ideally come back together. The great part is that its not too latethe modification that you were asking ****** I am still not sure if you understood that the roof was not secured in its final resting spot (I didnt know that initially either). The roof went down onto the trunk in 2 phases 1) so all of the lumber and fasteners could be removed from the winch and the primary and secondary safety and 2) so that the roof didnt get pushed up and on, and then slam down 18 inches causing damage. You can see if you look at all of the pictures that its a simple release of the 3 support boards under the roof. I shared this with the contractor who was helping so that he could talk through options with you and so you knew that you could still get what you had asked for with. The better news is if you look at all of the photos from the install and delivery, not just the one that was posted, you will see how it looks down and on the tree trunk. I think if the situation is looked at objectively, anything can be done or modified so long as it is done safely and in positive environment where both parties can work together. I keep all of the job notes, communication, pictures, texts, contract, change orders and ***** notes from the project so we are able to objectively look at the situation and learn how to better handle something like this if it comes up again. We are open to taking this discussion offline or with a 3rd party to further discussions or suggestions to make the situation a more positive one for you and finally we wish you nothing but the best, harbor no hard feelings and understand when emotions run high , the actions they sometimes result in are not a reflection of the individual. . Thanks, *****************************