ComplaintsforHandyman On Call, LLC

• Initial Complaint

  10/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We wanted to install a pool in our backyard and had been working with the city to get this complete. One of the pre-requisites for this was to get the electrical outlet in the middle of the yard repaired by a licensed contractor and work was performed on 9/15/23. Handyman on-call advertises themselves as being licensed for electrical but the subcontractors they used are not licensed nor did they apply for a permit even though we expressly stated this requirement from the city (also the scale of this work requires a permit per Baltimore city regulations as it is not a simple repair). My wife and I had been in contact with the manager who attempted to get this resolved with the owner but the owner has been reluctant to return calls. We simply asked for a licensed electrician with an established permit to review the work done so we can provide this information to the city before the pool permit expiration approached (November). Even if they provided resolution at this point, we'd need to refile the permit with the city and try again which has been a very long task. We have been very patient up until this point and while we appreciate their staff attempting to resolve the situation, the owner had promised to resolve this but now is not returning calls or providing updates. I spoke with the manager Frank who was very helpful but can only do so much and the last update I received from him was that the owner asked him to "stop reminding him" on the topic. Additionally, as a side note, the original person they sent to do this job stood in the back yard for an hour and stormed off the job when his helper arrived and left a hole open near the work site (hazard). Once we rescheduled, the work was performed but the dirt in the backyard was never backfilled properly and a different hole was left partially open (hazard).

  

  Business response

  10/20/2023

  Hello

  The refund check was processed this week and will be mailed next week.

   

  Regards,

  Vita Z.

  Customer response

  10/23/2023

  
  Better Business Bureau:
  
  We are accepting the response given the check is received and in the correct amount requested.  I'm disappointed that the owner never returned calls to resolve this situation himself as we've been using the company for over 10 years and this is the first time we've ever had an issue. Per your response, if the check is not received, we will be asking BBB to reopen the case.
  
  Sincerely,
  
  ****** *** ****** *****

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Benjamin from Handyman on Call came to my home on 6/27/22 to give me an estimate on painting my roof. The total estimate was $6,539 -$2000 dep. to power wash and paint my roof. While doing the estimate I decided I didn't want to power wash my roof which was an extra $689. So Handyman was to rewrite my estimate minus the Power wash ($689) which was never done. Harris came to my home on July 14 and said someone would call to schedule a time/date. Work was promised to start on Aug 1. They cancelled Aug 1 & 2, the two dates scheduled. They finally came out Aug 4@9:30, 2 workers from 10-5 made a huge mess of my home. I contacted Eric on Aug 17 about the huge mess his guys left and he scheduled it to be fixed on Aug 18. On Aug 17 & 24 while in the Hospital I reached out to Eric via text about the revised contract he never answered me and still no revised contract. They got paint everywhere, my black shutters had silver paint on them then they tried to cover the silver with black spray paint while still on my house therefore making black lines on my siding, paint on the screen which they threw in my yard, thry left trash in my yard, got paint on my fire hydrant, the saufit and gutters. They destroyed the front of my home. And the paint on the ONE side of the roof looked like it was finger painted. They came out Aug 18 to fix their screw ups while I was in Carroll Hospital fighting for my life. I gave my Daughter Wanda permission to talk on my behalf. So on Aug 31 since I hadn't heard anything so Wanda went to Handymans office and spoke to Eric about not completing the work due to the mess earlier and getting a refund and an updated contract which he informed me was never written. Eric spoke to Olga the project mgr and she said there would be no refund because the job was done as described in the contract. I still have half a main roof and 2 lower roofs they never touched, nothing done and they're in the contract. I just want this matter taken care of for negligence.

  

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/09/06) */ Hello Befor we process any refunds, We would need to send out our supervisor to take a look. What day and time work for you? Consumer Response /* (3000, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't want the case closed until after the supervisor comes out for their visit. A good time and date is, August 23,2022 at 4pm. Due to my Sister coming up that weekend and she was present at the time the work was done. Thanks Business Response /* (4000, 9, 2022/09/09) */ Hello We are in September now, Do you mean September 23rd? Consumer Response /* (4200, 11, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm so sorry, Yes September 23rd. Business Response /* (4000, 13, 2022/09/12) */ He is not available at that time . He can do 9-1am on September 23 or any day on the week of 27th Consumer Response /* (4200, 15, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) September 23rd between 9am and 1pm will be fine Business Response /* (4000, 17, 2022/09/16) */ Ok,I scheduled you for Saturday 23rd, 12-1pm with Benjamin Consumer Response /* (4200, 19, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok he needs to be there on time because we are having a baby shower that day. Thank You. Business Response /* (4000, 21, 2022/09/19) */ I am sorry 23rd is Friday 12-1pm Not Saturday. He will be there Friday 12-1pm

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I believe that this company is attempting to take advantage of me. I hired them to put a play set together for my children. I did sign a contract understanding they charge by the hour. The two individuals that arrived at my home for the work (on 5/10) took 11 1/2 hours to assemble this play set and I have security camera footage of behaviors that in my opinion prolonged the work, some of it seemed intentional. For instance, they automatically charge $389 for the first two hours of work and these handymen took exactly 2 hours to simply open the play set boxes and organize the material. The manufacturer's manual for the play set estimates that it would take an intermediate builder 10 hours to assemble the play set. For the hourly prices I was quoted I do not believe these workers should have been intermediate and in fact one of them told my husband he has put "several" play sets together. They argued often throughout the day and made several mistakes while building the play set further prolonging the time on the clock. They also left trash all over my yard from their lunch. Now the company expects me to pay $1800 for assembly of a $1300 play set and they do not seem to care about the lack of professionalism and knowledge that was exhibited by their workers. I also was contacted by an employee on the day of the work after they'd been at my home for 9 hours and she told me the price would be adjusted. I have communicated with the GM and informed him that I would be willing to pay $850, they countered with $1400 which is still unacceptable since they also are not acknowledging the issues - they are simply blindly backing their workers. This issue still has not been resolved to my satisfaction.

  

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/05/16) */ On April 28th, 2022 **************** was given a quote over the phone for a playset assembly and installation at ****************** in Bel Air. The customer was quoted $389 for the first 2 hours and $150 each additional hour to which they agreed. Customer was aware that this job would be billed at an hourly rate. On May 9th, 2022 Mrs. ****** was contacted to confirm a work appointment for May 10th, 2022 between 8am and 10am, to which she agreed. On May 10th, 2022 Mrs. ****** was contacted by the office at the end of the day to follow up on the progress of the job, which is a regular practice. At that time Mrs. ****** informed the rep the guys were still working and that they seemed to have some confusion with the project, that the workers didn't do anything for 45 minutes, and that there was a language barrier. She also informed the rep that the workers on site took "2 hours" just to open the boxes and sort everything out and that they talked more than worked. The rep informed Mrs. ****** she would forward this information to a manager. On May 11th, 2022 Mrs. ****** called in again upset about the previous day and her having a balance of $1814 and believed the price should be negotiated down. The rep who took the call informed the customer she would forward the information to the Project Manager, which she did. On the instructions of the playset it does say there recommended hours for assembly 8-10 hours. After reviewing the information the PM forwarded it to the General Manager for help with a resolution. The GM then reviewed the information and contacted the customer directly. The GM offered to take $100 off of the total to which the customer declined. The customer was then offered an additional $100 off which the customer also declined, at this time the customer was informed the GM would speak to the Owners for a resolution. Once the GM spoke to the Owners the customer was contacted again with an offer on how to resolve the issue. The total hours of work the customer was billed for was 11 and 1/2 hours, the customer was offered 2 and 1/2 hours off of the total balance bringing the new total to $1439. The customer advised the GM she would speak with her husband and get back to us with an answer. On May 12th, 2022 Mrs. ****** contacted the GM they had refused our offer. Handyman On Call believes we used exemplary effort in order to resolve this matter and offer the customer a fair resolution, because of this we believe the claim against us is invalid and Mrs ****** should be responsible for $1439. Consumer Response /* (3000, 7, 2022/05/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I'm unwilling to give Handyman on Call the satisfaction of negatively impacting my credit score I did pay the $1439, however, this was not a satisfactory resolution. My opinion remains the same - yes I signed an hourly rate contract because I thought the job would be done in a reasonable amount of time. 11 1/2 hours is excessive and customers should be warned if the company has had experience with these jobs taking that long. The playset manual also says the 8-10 hour estimate is for an intermediate level builder. For the prices Handyman on Call charges why am I being sent intermediate level builders? I should have had experts especially since one of them told my husband he puts "several of these playsets up." And yet it took him and a partner 3 1/2 hours over the minimum recommended time to put it together. Again it's because I'm sure they are instructed to take their time to milk the customer for as much money as possible. Why else would they have been standing around my yard and not working for as long as they were? How about all the total time it took for them to correct the mistakes they made? Because it wasn't just 2 /12 hours. I offered Handyman on Call $850 which was more than enough money for the work performed. I can only hope enough people view this complaint and my one star review on Google and it loses them some business. Beware of hourly handyman jobs - they should be expected to simply give a set estimate for the work. This entire scenario would have been avoided. Oh and we are also still finding their lunch trash in our yard.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Dec. 15th 2021 I signed a contract with Handyman On Call LLC to perform 3 jobs, including the installation of kitchen cabinets and a quartz countertop with that job being the bulk of the work ($5,275 out of a total $5,963). I paid a $1,984.33 down payment. The office wouldn't call me back to schedule the jobs and I ended up having to call the estimator back over and over so he could get them to call me back. Over 15 calls, according to my cellphone. The folks who showed up to take measurements for some cabinets told me they couldn't do what the estimator said they were going to do and just walked out, no follow-up or anything. Tried the office, was told I'd get a call back and didn't. They say they're available 24/7 but every time I call the "Project Manager" isn't available, the receptionist says they can't help until they are and they never return your call. More calls to our estimator and another company came out. I thought we had a plan, but the order was placed December 15th and I was told it would be "a few weeks". I still haven't been able to get them to give me a time frame as of February 21. I'd called on the 19th and was promised a call today with information, which I didn't receive. I called again, was called back an hour later and told that the contractor was closed so they couldn't give me any information. I'd just spoken with the contractor 30 minutes earlier, they weren't closed then and they're still open for another 45 minutes as I type this. Another lie, another delay. I called the estimator for help once again and he told me he'd quit Handyman On Call LLC and suggest I file a complaint here. It's been 2 months on a job I was told would take two weeks and we're no closer to starting than we were when I signed. I've been put off, ignored and lied to. At this point I no longer trust or want to work with Handyman On Call LLC. I want the $1,306.33 of my deposit for work that hasn't been completed back and to part ways.

  

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/23) */ Hello We do apologize for the delay it may caused due to major shortages with materials nationally. However Erik was calling you the other day and get you on the schedule. I am sorry for inconvenience it may caused. But will make sure you will be taken care of. Vita Z.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a contract with the vendor to complete work in my kitchen and garage following a flood that occurred on 5/6/2021. I signed a contract with the company July 2021. I have experienced countless issues with the contractor since signing. The contractor cashed my deposit and then I had difficulty getting onto their schedule. After several calls to the office, I was finally placed on the schedule. The contractor sent out workers who performed poor workmanship, smoked on my property, and damaged a few areas. The contractor was contacted and provided documentation. The kitchen nor garage has been complete. The contractor hasn't provided an explanation of services. They only itemized by the room; however, it was not detailed (i.e. materials, labor, etc.). I have asked the contractor countless times to itemize, especially after I was able to retrieve countertops that were of the same quality, if not better, and were $4k cheaper. This further triggered me to request documents.

  

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/09/28) */ Good afternoon, We are working on the project and completing it to customers satisfaction. Vita Z.

*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. ↩