Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was to do a basement finish with bathroom.was very patient started job in January paid $ and never finished job . No carpet / window finish/ baseboard/ molding around doors / toilet ( up flush) No plumbing for toilet/ shower or sink. Will not answer had excuses (wife sick) never came back finished or given money back

  Business Response

  Date: 08/11/2023

  The matter with this client was resolved before receipt of any notice of complaint. A message was received on a Friday evening that wasn’t responded to until early the next week, but the complaint was filed beforehand. I will attach a copy of the cashed check that was sent to the client. Delay of project was due to a sudden hospitalization which is covered under contract. Worked with client to decide on refund and project completion scopes. This matter was handled before we received any notice, we only received what was labeled a second notice. This came when we were out of town for a summer vacation, and the matter was closed before we were back in office. 

  Customer Answer

  Date: 08/18/2023

  The business did refund some of the moneys and has yet to respond regardless the rest of the unfinished work . **** (business owner) told me he would also cleAn up and Finish baseboard and other stuff in bathroom. Still not completed or refunded money for baseboard in basement, window completion , door frame in bathroom, baseboards in bathroom, door knob , a total of over1500 of work not done or paid back . **** was away and still has not returned call or tried contacting us

  Business Response

  Date: 08/30/2023

  The client has not contacted No Otter Handyman since July 17th, 2023. The client sent a social media message in the evening on Friday, July 14th. The contractor contacted the client at the beginning of the following week via email. There was no mentioning the filing of a complaint that had already happened. The contractor moved forward unaware. None of the refunding or additional work was initiated due to the filing of the complaint. The contractor sent the invoice and the refund check via certified mail because he did not want to wait until he was able to return within the week. 
  The contractor was at the job site on July 18th, 2023 for one final day. The client had responded to the email that was sent to set up a time for the contractor to stop out. On this day, all of the mentioned concerns were addressed. Prior to this day, the client received an updated invoice and refund check. The client had deposited the refund check on July 17th, 2023. The updated invoice factored in the amount still owed on the project and the number of hours actively worked on the project. The refund was for a total of $3,015 and factored in getting several portions of the project to certain stages of completion agreed upon with the client. It would appear that the client is requesting a refund for those hours put into completion, but it is unclear for certain due to the lack of communication for the last six weeks on the client's end directly to the contractor.
  The client was given the option of a refund for the cost of the carpet and installation so that they could hire an outside source due to a delay in the project on our end. (The delay, however, when **** was away, was due to a medical emergency and extended hospitalization, which is contractually covered. Said hospitalization occurred weeks prior to the completion of the project, meaning that the latest claim of still has not returned is inaccurate. Two relatively consecutive social media messages were sent during that time, but the social media page had not been active due to the medical situation actively occurring. No emails or phone calls/voicemails had taken place, which was the method of contact resorted to by the contractor. As a business, No Otter Handyman does not consider social media messages to be the most reliable form of contact during an active project. Typically, clients will email or call/text, as the option is always given. Clients are told to utilize email or phone to contact the contractor during the duration of the project at the start. The client was contacted and physically present with him on the last day.) The client opted for the refund over waiting any longer, which was the recommendation of the contractor as well. The refund covered that portion of the invoice as well as the remaining toilet installation and remaining steps that follow the installation. 
  The client had discussed the invoice and refund and voiced understanding. They even told the contractor that they would let him know if theyd like him to come back after the carpet installation to install the baseboards additionally. The contractor not only did not hear about that, but has not heard from the client since. 
  No Otter Handyman has not found any record of voicemails, messages, or emails that came from the client after July 17th, 2023, and the final in person, on site meeting on July 18th, 2023. At no point in time was $1,500 mentioned to the contractor, and we are not sure where those numbers were pulled from. It does not appear that there is a specific number or reference to the invoice that has been communicated in the complaint. We have not heard any of these things directly from the client although it appears that they are implying that they have tried many times since the last encounter and were ignored. The client, however, has very recently and suddenly taken to commenting on the business advertisements on social media implying that she never received ANY refund in a comment to another individual. This was the first contact, and it was directed towards the other commenters. This happened on August 19th, 2023.
  The contractor left the job site during the final communication with the client after verbally agreeing, or "verbally contracting," with the client about the terms of their refund and the finalization of his work on the project. He was left with the impression that the mutual agreement was done in good faith. 
  There has been no discourse about this issue directly between the contractor and the client regarding these complaints since the last contact on July 18th, 2023. Without that discourse, we are not clear on how the client would like to move forward after discussing the legitimacy of the claims up against their contract and invoice. A mutual understanding would be a superior resolution, but the client has not attempted to handle this in a matter that facilitates that kind of conclusion. A large portion of our client base is made up of repeat customers. We are a small family business known for our fair pricing and quality work. 
  
  

  Customer Answer

  Date: 10/10/2023

  I have responded and emailed them several times and no response