ComplaintsforMr. Handyman of Western Wake County

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr. ********************** did a caulking job on my window since it was leaking but it didn't work. There was a paint damage due to water leak as well. I asked their technician how much it would be to repaint the damaged area which was less than three sq ft. He told me it would be around $200. I accepted the offer and said OK. A few weeks later another technician came to do more work on the window leak, and we discussed the wall painting job. I told him that the first technician told me it would be around $200. He told me that it would be much more than that. When I asked him how much it would cost, he told me nothing.I brought the issue with the business owner and told him that his technician made an offer for $200. He told me that since the technicians gave me no written estimates there was no offer. To me, there is a valid offer Mr. ********************** has to honor. I find it hard to believe that neither of his technicians knew about written estimates. Their technicians do this kind of work all the time so they must know the requirements of the business.

  Business response

  09/14/2023

  This customer complaint is not about the work we have done,but rather the work he wants us to perform.

  We often provide estimates these are not quotes or offers.All work is ultimately performed and billed on a time & materials basis. This has been our policy since we opened 13 years ago.  The customer had many conversations and e-mail exchanges with the office staff, along with two warranty visits by our technicians. The customer was not charged for these additional visits. During this time, he did not mention wanting to paint the existing water-damaged area until almost five months after the initial visit.

  We came to the decision that this customer would be better served by working with another company, and we advised him of that.

  At one point, in an e-mail message to our office, the customer called our Office Manager by an offensive name in response to her being firm with him. As a result, I told him that his comment was not in line with our values. As a result, and in the spirit of customer service, we sent the customer a check representing a full refund. It was at that point he really began to focus on the issue that our employee had made an offer to paint the water damaged area for $200 and that we needed to honor it.

  Throughout our interactions, we have tried to provide the best service possible. I am happy to share the offensive e-mail to the BBB and any additional historical details as needed.

  Customer response

  09/15/2023

   
  Complaint: 20589635
  
  I am rejecting this response because:

  Let me make three clarifications first:

  MrHandyMan: "During this time, he did not mention wanting to paint the existing water-damaged area until almost five months after the initial visit."
  My Response: I was planning on doing it myself. Then I realized I may not be able to do it and decided to pay to get it done. I don't know what difference it makes whether I asked for it two days later or five months later.
  
  MrHandyMan: "At one point, in an e-mail message to our office, the customer called our Office Manager by an offensive name in response to her being firm with him."
  My Response: For every action there is a reaction and the person who took the action may not like the reaction. She was clearly rude although **************** downplayed it. It is not customary for a business to yell at a customer when they complain about a work done. I told **************** that two wrongs do not make one right. I further told him that I was going to apologize for name calling if they apologized for yelling at me.
  
  MrHandyMan: "It was at that point he really began to focus on the issue that our employee had made an offer to paint the water damaged area for $200 and that we needed to honor it."
  My Response: That is NOT true. If he checks our earlier correspondence, he will see that I brought up this issue in May as well.

   

  My Conclusion:

  MrHandyMan indicated they often provide estimates. Don't the employees of the company know about it? I dealt with two technicians, and they chose to discuss price with me without ever bringing the subject of estimates. Given that I said "OK" to $200 the first technician told me, an offer (or a quote) has been made and accepted. That is an offer MrHandyMan has to honor. If they don't want to do it, they can arrange the work to be done by another company and I will pay them the $200.
  
  It seems to me that MrHandyMan is using the name calling issue as an excuse not to honor the offer they made and fire me from being a customer. They are free to fire me but have to honor the offer.
  
  Sincerely,
  
  *************************

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