Complaints

• Initial Complaint

  23/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this company to do handyman work which included replacing 2 bathroom sinks in July 2023. At the last minute, Gianfranco asked if he could send someone else to do the work. He sent a junior person who was unqualified to do the work. I was told someone else was on their way to finish the job. Nobody showed up. Gianfranco charged my credit card even though nobody showed up to complete the work. After complaining to Gianfranco, he agreed to install the two sinks and replace the taps at no charge. He has given me the runaround for 3 months giving various excuses: could not get sink, death in the family, out of town for weeks etc. He has refused to refund the money.

  

  Business response

  23/10/2023

  The initial work order was to fix the lock on the garage door, fix a hole in the shower where the soap holder is and replace to two faucets, one of the being inside a shower. 
  
  I sent a license tradesman to complete this work order. He comepleted all of the required tasks except for the faucet inside the shower and the sink faucet. The shower faucet in was not completed be user it was too old to replace and fix. The sink faucet wasn’t removed due to it being severely rusted. 
  
  I returned to the consumers house 2 weeks later (August 3rd) as I had prior work engagement to better understand what happened and to see how I could rectify the situation. 
  Upon investigating the shower faucet, I communicated  to the consumer that due to the faucet being old I was unable to fix and the only way to fix it would be to replace with a new one. That would  entail opening up the wall and replacing the entire unit. Since this was not part of the original work order we agreed that she would pay for the labour for this work. The consumer then said she would have to speak to her sister before any work being done. As for the sink faucet I had communicated to the consumer that due to the rust they would have to replace the entire sink. We agreed that she wouldn’t be charged labour to replace this however she would have to buy a new sink. 
  I was scheduled to return on August 11th, however the consumer advised that she didn’t want this work done. 
   
  I agreed to order the sink. However due to the passing of my child, I sent out a mass communication to all clients scheduled for the week of August 28th would be contracted the following week to be rescheduled. 
  
  Then I called the consumer to schedule her in September 11th and it was confirmed. I ordered the sink however it was the incorrect shape. I had to replace the order and I called her to tell her the situation. Which is when she got more upset. After her getting upset I told her to order it and I would be install it once she receives it. I was in communication with her between the sept 28- oct 19 regarding sink size and shape. On October 19th she ******** me that she send me to collections and small claims court because I didn’t respond within hours. At which point on October 20th I responded to her explaining her approach was inappropriate and that I no longer wanted to do business with her due to the ********.

  As you can see I have tried all efforts to rectify the situation by providing free labor and trying to coordinate a time. 

  Customer response

  23/10/2023

  
  Complaint: ********
  
  I am rejecting this response because his response is full of ****. All of the facts have been twisted to mislead. The owner ignored most of my texts for days and sometimes up to a week. I never expected responses within hours. The text messages originally sent show the truth. We talked almost exclusively by text. He did not ask me to order the sinks because I was angry. He left me hanging for weeks claiming to have supply issues. Then, he just  said supplier cannot get them so you get them. I never cancelled any appointments. Rather, he cancelled multiple times with various excuses.
  The complaint was about the two bathroom sinks I paid to have repaired. I paid the labour to have the bath sinks repaired. The person he sent could not do the work. He spent hours and hours without accomplishing anything. He took 1 sink apart (and painted it) and put it back together with the new faucets claiming he was done. He told me to wait a day before using it to allow the paint to dry. The sink did not function when I tried it. The owner later told me that the guy should not have painted it and that there was a problem with it and that the sink needed to be replaced. He knew the guy had not fixed it. The guy took the other sink apart and claimed that the owner was needed for some final touches. I was under the impression that the taps were replaced. After he left, I shockingly discovered he put everything back as it was. He did not, in fact, do any repairs on that sink. After my complaints, the owner came and saw that no useful work had been done. Since I already paid for several hours of labour, he said if I paid for the sinks, he would install them and the taps free of charge. He then cancelled repeatedly with lame excuses. In other words, he gave me runaround from that point on. He would not even confirm if the sinks I was purchasing for him to install were the correct ones. When I complained about the runaround, he said he would not install them and that I would not get a refund. The shower is a totally different issue. The person he sent was not qualified to do the shower. The complaint had nothing to do with the shower work.

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

  

  Business response

  31/10/2023

  If you look at the photos of what the client has submitted, you'll see her asking which sink to order which confirms that i asked her to order the sink. Also I added pictures of the shower hole that was repaired before it was fixed. I'm not lying about anything, I simply offered to help her by doing something that was not apart of the original agreement to please her, and she feel that she can mistreat me.     

  Customer response

  31/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I paid hours of labour (and for 2 taps) to have the two bathroom sinks repaired. He charged my credit card before the work was completed. Neither sink is working. After agreeing that the contractor he sent was not able to do the work I paid for, Gianfranco said he would order the two sinks and install them free of charge if I paid for the sinks. He never obtained those sinks, giving me excuse after excuse. This went on for weeks. I then asked him twice to confirm if any of the sinks in the screenshots I sent were suitable so I could order them. He NEVER responded. I called him to find out why he was not responding. He was uncooperative and gave me more runaround claiming to be out of town and unable to commit to any day to install them. It is absolutely clear he never intended on making the situation right. Throughout my interactions with him, he made it clear he would rather argue than do the work. He would *** ***** me when I asked him why he was refusing to come back and finish the work. He accepts no responsibility for his actions. 

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

  

  Business response

  08/11/2023

  The replacement of the sink for free was out of good faith. It was not apart of the original deal. To resolve this I'll put the deal back on the table however, I'll require you pay for the new sink and any parts before I arrive. This will be my final time trying to resolve this please text me to set a time and day. Also this will be a fixed retail price of the product plus a service fee for returning.

   

  Customer response

  09/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I am not paying anything except for the two sinks. I will buy those myself; otherwise, he will just add extra costs. He claims to charge cost but doesn’t. He says the deal is back on table that he is not charging me but then asks me for $100 plus parts. I was only responsible for paying for sink. I have ******** the text messages we just exchanged. At this point, it is clear that we are just going in circles. I am not willing to pay these extra charges. Clearly, he never intended on doing the work.
  Sincerely,
  
  ******* ****

  

  Business response

  11/11/2023

  As I stated in the previous message I wrote. This is my last attempt to resolve this, I'll charge you the cost of the material which will be needed plus a small service which is more then 50% off my normal minimum charge. If you want to order the materials then go ahead, if you know what to order.

  Customer response

  14/11/2023

  
  Complaint: ********
  
  I am rejecting this response because we already had an agreement in place which is not what he is proposing now. An agreement was made after Gianfranco saw the unacceptable job his coworker had done and that I was charged for. The agreement was that I would buy the two sinks and Gianfranco would install them without further charge. He is unwilling to honour the agreement he proposed. I am unsure why he is changing the agreement which is already in writing. I would not pay him upfront based on his ongoing unprofessional behaviour. I could pay him for the sinks (and service fee) and he could just refuse to come as he has done. I would then be out more money. I have made my position clear.
  
  Sincerely,
  
  ******* ****

  

  Business response

  16/11/2023

  Unfortunately my original offer for the free service was out of good faith, but was apart of our original deal. I took it off the table due to you *********** me and ****** behavior. I tried to resolve this with a 60% discount of my minimum rate, and you still declined the offer. So at this time we are not in any agreement therefore I'm removing this offer. I'm sorry that we had to end this way I wish you all the best.

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