ComplaintsforBrian Smith Handyman & More

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repair to French door is not sufficient. ***** placed a stack of business cards as a fix for door. We had the idea when he agreed to fix it that door would be removed and properly fitted. Cards slide out at some point when door is open and closed. This is not working. We would like the cards removed and the door repaired properly or refund.

  Business response

  01/14/2022

  Dear Sirs,

  In late June of 2021, I connected with the couple to discuss replacement or repair of their doors in response to a problem they expressed, having had spiders entering their home. They wanted me to measure all but the front entry doors for replacement. I asked a fair charge for the service, and offered to discount that off the labor charge if they decided to have me do the work.

  After two months due to heavy schedule of work, we had a series of discussions and changes to what they wanted, I sent an estimate on what I thought they wanted to add. I helped them arrange for delivery of the door with the dealer.

  In late September 2021 I returned. I caulked around the front entry door. I trimmed the bottom of the door to the basement stairway so it would not continue to drag on the floor. I met the delivery. I unloaded the new door, replaced the side entry door with the new one. I adjusted a bathroom door that would not close or latch, and adjusted and renewed weather seals on a garage entry door. I also adjusted and renewed weather seals on the French door set in question.

  
  

  Then; they had no complaints regarding any of my work except a small ray of light coming in between the french doors at the bottom. They called about it so I returned the next day and added a small bit of weather strip tape. It was not until late December 2021, almost three months after the job was completed, when I received a call from Ms. *****'s mother complaining about loose doors, shims falling out and threatening to damage my reputation with the local hardware store, and calling the BBB. Later I spoke with Ms. ***** to arrange for yet another visit.

  I returned again on January 8th 2021. I inspected the doors and realized my failure in this instance was my forgetfulness. I neglected initially to trim the exposed edges of the business cards which I used to shim the hinge to make the French doors work properly. They work properly now. Yet the owner refuses to acknowledge that the hinge is secure. It is not loose and losing shims actively as they claim. I did not promise nor imply that the door would be removed and repaired as they claim, because that would not have been an appropriate action. I use my business cards as shims behind hinges in these instances to make up for minor space adjustments. This time I forgot to trim them back.

  For that I apologize. I am not interested in returning my earnings so they can afford a new door set since they have changed their minds yet again. I also discounted the original measuring fee as promised. Looking back through the details I realize now that I forgot to charge for repairs to the basement stairwell door work.

  My career includes over ten years in metal fabrication specializing both in sheet metal and tool and die making. I have over thirty years experience in the service and repair of equipment used by financial institutions such as safes and vault doors. From simple installations to complex restorations of the largest doors on the market I have a great deal of experience with mechanics. This is not something I take lightly nor without knowledge.

  Our business has served residents of our county and beyond, for over eighteen years now. We hope to continue leaving happy reasonable customers along the way. Copy of correspondence on the subject follows. Thank you.

  ***** *****

  
  

  E-mails with notes added by *.*******

  
  

  1^st - ****** and *****,

  Attached is my quote for adjustments to your doors.

  I will ask *** about that side door as soon as possible.

  Hope your day goes well.

  *****

  
  

  2^nd - Thanks *****. We want to try to have the French doors refitted because that is where we think the insects are getting in through. Also the

  lower level bathroom door. Please include those in the quote.

  
  

  3^rd - I would have to see the other doors again to be sure, but I'm thinking about $180 for the french doors and $90 ~ $120 for the bathroom door.

  By the way. *** says the door is in, and ready to deliver if I give him a date.

  I would have told him today, but I forgot what day was set. I will tell him the 23rd next time I see him.

  
  

  4^th - OK thanks. I think we will do the upstairs doors including the bathroom and french doors and entry door to the basement. I can send some pictures later today.

  Thanks

  ****** and *****

  
  

  5^th - Hi *****,

  Hope you're doing well. We were wondering ,did you talk to *** and get the delivery time for the door set?

  
  

  6^{th -} 8-15-2021

  Just called him this morning. Delivery is set for 9/23/2021 at 9am.

  
  

  7^th -Hi *****,

  We will leave the door unlocked for you tomorrow in case you are able to stop by.

  Thanks,

  ****** and *****

  
  

  
  

  8^th -***** and ******,

  On 11/30, we received a phone message from ******'s mother *****, asking us to call her. Before having a chance to return the call, she called again and my wife answered.

  ***** had what seemed to be a complaint about my work.. something about one of my business cards showing from under a hinge. She went on about her late husband having some political status and of her knowing the owners of our local Handyman, **** ***** ******** store, and

  something about not wanting to tarnish my reputation over some dis-satisfaction she seemed unable to specify over the duration of a half hour conversation.

  My wife continued to try to get any specific description of her dis-satisfaction, to no avail and asked if she would like to schedule a visit from me for a look at the problem. My wife explained that we are scheduling appointments in the first week of January 2022. ***** seemed unwilling to commit to an appointment also. She said that ****** is in the hospital with pregnancy problems, and to not call her.

  I as yet do not understand the trouble. I would have expected one of you to call, as you already have if any trouble arose from my work. I entered the hardware store today, 12/2, and was advised that she had a similar conversation with one of the employees there about me. As yet, I am confused. I would like to have a response from either of you to explain what is happening. Thank you.

  *****

  
  

  9^th -Hi *****,

  We wanted to go over a few things with you. We would like a more Permanent fix than the paper business cards stacked on the hinge of the door. There are more spaces around the door and at the base that aren't fix. ***** has had to resort to applying weather stripping on top and

  black gorilla tape at the base. This is not a good solution. Please fix this. If you can't we would like a refund for this.

  
  

  10^th -****** & *****,

  As promised, I visited your home today. I inspected the French door set. I found it mostly as I left it. There was no looseness, no changes in the way the two fit or were secured to the frame. I looked at the business cards which, yes, I left un-trimmed in error. I trimmed them off today. I opened the normally stationary door and assured that the weather strips remained in their proper position. I double checked the stops top, and bottom that keep it closed. All is well there. In my professional opinion, that door set is as good as it is going to get considering its age and condition. In an attempt to give you more understanding of the situation; When we first talked about this and the other doors, you planned to replace this set, and the side door. The stated reason was an invasion of insects, specifically spiders. I told you that I could make that problem go away by adjusting and sealing the existing doors. Next, you decided to replace the side door, and have me do corrections on the others. I did that. If you remember, the French doors had gaps all around. They did not close and lock well. I did what I promised at the price I offered, and you accepted. We did not discuss materials used. We did not discuss light showing around the door, but I used the best material available and again considering the age and condition of the door it is as good as it is going to get. A look at your window proves that light can pass where insects can not. The cards I used to adjust the fit and spacing of the door behind the hinge are in essence wood and are as good as any wood in your home. They serve the purpose well. There will be no refund considered. Thank you for the opportunity to serve you. Have a wonderful day.

  
  

  PHOTOS, QUOTES AND INVOICE COPIES FOLLOW: Attached

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