ComplaintsforFixTman

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired FixTman to move a playset from my next door neighbor's yard to my own. They asked the distance being moved, the address and contact info of the neighbor, I gave them multiple photos of the playset and yards including the playset's make and manufacture and they sent a quote which I accepted.On the day they agreed to do the work, my neighbor paused construction on their porch to allow FixTman employees to disassemble the playset and move it. A single employee showed up and immediately turned down the job, citing a fence between the yards. He said he understood this was moving a playset on a single property. I told him that his company even asked for photos of the yards and the address and contact info of the other property owner. I asked what the next steps were and he said he was some kind of contractor and I needed to call FixTman. After many hours and unreturned calls, FixTman cancelled the job, leaving me with no options. We had a work stop at the location in order for FixTman employees to do the agreed upon work. They said they had no contractual obligation to do the actual work like a normal company. They did not send another employee out or reschedule, they just cancelled the job.After many more calls to FixTman, they told me they turned down the job because there were no assembly instructions for the playset. This was just dishonest, the lack of instructions was covered in our previous discussions and is why they asked me to furnish them with photos and the playset make and model. This job was not an assembly job, it was to disassemble and move, then reassemble.I am now left high and dry and my neighbors cannot continue construction or landscaping on their yard as planned this weekend because FixTman cancelled with no recourse.

  

  Business response

  06/19/2023

  Hello *****, You informed us that your item will need to be moved ******************************************************************************************************* the yard. But for your item it needed to be moved across houses, which needed complete disassembly. We didn't wanted to damage your item, since its old and full disassembly without instructions can damage the item. Customers safety and the items safety are really important for us we informed you after our technicians visit that the job cannot be completed due to these factors. 

  

  Business response

  06/20/2023

  Hello *****, You informed us that your item will need to be moved ******************************************************************************************************* the yard. But for your item it needed to be moved across houses, which needed complete disassembly. We didn't wanted to damage your item, since its old and full disassembly without instructions can damage the item. Customers safety and the items safety are really important for us we informed you after our technicians visit that the job cannot be completed due to these factors. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Technician damaged multiple pieces/sections of our outdoor lanai set. He scraped the wicker and damaged the couch in several areas, the ottomans and the table. Instead of using a blanket or the cardboard boxes, he scraped all of the pieces up on our lanai floor.FixTman will not step up and resolve this and the exact response I received was, "it is your responsibility to supervise the technicians to avoid damages to your products!" That is the poorest customer service response I have heard in a long time.

  

  Business response

  05/02/2023

  Hello *******************,This is FixTman Customer Relations. We have checked the details of your project. You reached out to us and asked for our help to assemble your furniture. You're item was an opened box and the professional technician sent us a picture of the finished job. (Please check the attached file). After two days, you reached out to us and sent us pictures of scratches and mentioned that you're item is damaged and claiming that it was due to installation. However, the pictures you've sent tells that your furniture was clearly moved, compared to the picture sent by the technician after the service. During that moving, we cannot rule out the possibility that it was scrapped and scratched from the wall, from the floor and the item got damaged while moving it. Also, from the pictures you've sent it shows that your item is sticking to the wall. The damage is not from the installation, it appears that the damaged was caused when the item was moved after the installation. The damages are on the outside of the item, which is consistent to being moved after the installation.The damages are obvious which you could have seen right after the installation. However, an hour after the installation, you confirmed that the job was successfully completed by paying the invoice.But still, customer satisfaction is the most important thing for Fixtman, and as a goodwill gesture, we offered at multiple instances, that Fixtman can replace the damaged parts of the item for you free of any charge and then install the new parts after getting it from your item manufacturer but you have declined our offer at multiple times. We are going out of our way to help you as the technician or the company didnt damage your item, instead, it was damaged after the service was done and it was moved after the technician left.In the invoice it clearly states that:By signing the invoice or paying its due balance, you hereby acknowledged that all requested service listed in the invoice description section of the table, have been performed and have been tested showing successful satisfactory results. By accepting this invoice, Client confirms the completion of the project, hence releases and discharges Service Provider of refund, dispute, or money-back requests. By accepting this invoice, Client agrees to pay in full the amount listed in the Total section of the invoice.Lastly, due to the skills and experience, the handyman assembled this kind of items more than 100 times and he is a professional technician, honest, honorable and truthful. Feel free to reach out to us if you'd like to share any additional information, updates, attachments, concerns or questions. We're here to help in any way we can.

  We have also attached Pictures as a reference. Exhibit 1 is the items picture after job was done. Exhibit 2 and 3 are from after the customer attempted to move the item and inflicted the damage to the item
  
  
  

  Customer response

  05/02/2023

  I am rejecting this response because:   The items were not an open box. The tech opened all of the boxes and did not assemble using  protective methods like a blanket ot the cardboard boxes. My lanai is 10 feet wide. Where could I possibly move the set to as stated by business. The business clearly does not stand up for what is right and has been continuing to lie and disregard the facts. Take notice of half of a techs pic. Where is the full assembled pic?

• Initial Complaint

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of transaction- March 5 2023 Business committed to provide the service- installing a bidet in toilet Nature of dispute- I hired FixTman to install bidet- He was unable to instal bidet rather my toilet seat pump was broken by their worker, water leak all over bathroom floor with water gushing out into the living room, toilet seat cover removed by their worker with misplaced screws that it couldnt be put back- a new toilet seat cover had to be installed. the super of my building **** had to called called for help- he was able to control the water leak, though my toilet was left in a non working condition. I had to bail out water with towel and mop, the worker left my apartment in a complete mess. Business not trying to resolve in fair manner. I am attaching 3 PDF-1.Online portal Thumbstack chat from where I booked FixTman to instal bidet. 2.SMS chat where I informed business about the water leak, while their worker was in my apartment- they apologized but no help was sent to resolve the issue. NO refund was offered, no apology for the harassment as I was out of a working toilet for nearly 24 hrs. 3.receipt from building super and my bank transaction proof for the same.I paid 150 cash, 350 via zelle.

  Customer response

  04/10/2023

  the business has contacted me- they have offered me $200 refund and apologized. So I want to close the case once I receive the final payment. I will keep you informed. 

  thank you 

  Customer response

  04/21/2023

  Yes I have recieved the $200 compensation. so case can be closed. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a ** mounting installation. The ** was mounted above our fireplace and we were assured that it was correctly mounted on the studs and would not fall down. 13 months later the ** fell off the wall and it was apparent that the mount was not affixed correctly to the studs and we were very lucky that the ** had not fallen sooner. While the job is technically out of warranty, the original job was not completed correctly. It was a negligent installation and could have caused injury and further damage to our home. I would like the business to refund me the cost of the install, compensate me for the damage done and pay for a new mount and new install by an installer of my choosing.

  

  Business response

  03/14/2023

  Hello, We did the Tv mounting job on January 11th, 2022. Which is more than 13 months old. We offer a 30-day warranty for all our services done, as mentioned before and after the service. Will attach the screenshots as proof as well where we sent our company policy of 30 days. After the service was done, Mr ****** acknowledged the service is done and he is happy with the service, We will attach that screenshot as well. If you have any further questions do let ** know.
  See Attachment/File: W

  Customer response

  03/15/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The complaint is specifically to do with the fact that the original installation wasn't completed in a safe manner. While the ** has stayed on the mount for 13 months, I had relied on the assurance from FixTman that the mount was correctly installed on the studs. I am not a professional and therefore all I had to rely on was this assurance. When I acknowledged that I was happy with the work, only a few days after it was completed, I was unaware and had no ability to be aware that it was not completed up to a safe standard.
  
  When the ** mount broke from the wall it was apparent that the original installation was incorrect. The mount was not fitted to the studs and had been help up by a mixture of drywall anchors and the wooden slats that supported the dry wall. It was NOT secured onto to studs. I have annotated and attached the photos of this as evidence of the problems with the original install. It was a very dangerous situation.
  
  I am unable to view the photos that FixTman have provided proving that the installation was done correctly. It is not unreasonable to expect that, when I hire a professional, the work is done in a professional manner. Notwithstanding the time between the original install and this current situation, the original install was not done in a professional or safe manner.
  See Attachment/File: IMG_6650

  

  Business response

  03/23/2023

  Hello Der Akshay, If the Tv installation was done the way you are alleging it was, there is no logic that a Tv Mounted using a mantle mount will stay on the wall for 13 months. The tv installation was a standard Tv installation procedure. We didn't assure you anything regarding whether the Tv will stay on the wall or its mounted correctly because there was no need for that. You were happy with the service and you had no issues with that. We are not sure what happened at your location for the past 13 months.
  we already explained to you all the details and we informed you before the service you have just 30 days warranty and we don't have life time warranty and if for any ***************** mounting was wrong base on the weight of tv and bracket tv was falling down in the first or second day after installation and it's not possible after 13 month.
  

  Customer response

  04/04/2023

  I am rejecting this response because:   This does not cover my complaint. An installation that was improperly completed is still an installation improperly completed. The business cannot supply any evidence that the installation was correct (ie the mount was mounted in the studs) and I have provided ample evidence that it was incorrect. At the time that I accepted that the ** was installed as it was staying up on the wall and I had relied on the installers verbal guarantee that it was in the studs and would stay up. Once it broke and we saw that the installation was wrong then this is when I made this complaint. The crux of this complaint is the improper installation and the danger that it caused. 

  I appreciate that it has been some time since the original installation however, it is totally unacceptable that FixTman is refuting the photographic evidence that I have provided. And I can assure you that the ** has not been relocated, the damage is 100% the cause of a faulty initial installation.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Early June 2022, Requested job through Thumbtack about wall hangings. Mohamed ******* answered requested and hung several pictures and mirrors. 3 months later, 2 of the pictures have fallen. I pulled away from the wall. I Called Fixtman and thevoicemail said that they staff is in training all day. I sent an email to ****@fixtman.com. No response. I am requesting that a new contractor come out to Spackle the small portion of the wall that was damaged due to Mohammed's work and rehang the pictures.

  

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/09/10) */ Contact Name and Title: Charles Vane, manager Contact Phone: XXX-XXX-XXXX Contact Email: *******@FixTman.com Hello ***** ********. Good evening. 1. The technician that provided you with a wall-hanging service was not named ******** *******; Mr. ******* is not a technician. 2. The technician that was dispatched to your location did the work correctly; there are pictures of the finished work, and the installation followed standard procedure. 3. You have mentioned in your comment yourself that you have pulled the items away from the wall. This means that our work has been tampered with. We would no longer be liable for a work that was tampered with by the client, or someone else on the client's behalf. 4. You have received the handyman appointment on May 29th, 2022; even if you had not tampered with the technician's installation, we would not be able to cover a new appointment under your service warranty since it covers up to 30 days. This does not mean that a problem with installation is bound to happen after 30 days, and if there is an issue with the work that was done, it happens either on the same day of receiving the service, or at the same time as the service is being rendered, not more than 100 days after the service has been completed. This further approves that the technician's work was correct, and his installation has been tampered with many days later without us knowing about it.' 5. We did try to contact you and provide you with the same explanation as provided here, but you did not respond to us. We do not know why you would say that we did not take your phone call or respond to your communication. All the information mentioned in this thread is correct and if needed, ample evidence including screenshots can be provided. Best regards, FixTman LLC Consumer Response /* (2000, 7, 2022/09/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of the incident was August 8, 2022. The company ended up charging me more than what they quote, despite a clear cut agreement about the terms of the service. They also did not complete the job as they stated they would. Throughout the process it was clear that the individual performing the work just wanted to get it over and done with and move in with his day. In addition, he was extremely rude and unprofessional. We came to an agreement on a quote that they mount my tv, with a mount I provide, as well as mount a soundbar. When the tech showed up he said if they use my mount and mount a soundbar it would be $60 extra for using my mount and $45 to do the sound bar. When I brought up the agreement was to use my mount and to mount a sound bar, rather than being professional and explain it, he threatened to leave and not do the job. I wanted to get the job done so I paid them the extra amount. They did a poor job and couldn't even deliver on what I asked for. They couldn't figure out how to mount the sound bar I told them I wanted mounted. They didn't bring the right tools or something. Initially, they didn't even want to check to see if they had the right tools and it wasn't until I asked them if going to a hardware store helps. He then, relunctantly, checked his vehicle. They couldn't mount the sound bar so I only paid $60 extra for the mount. To top it all off, they left a mess and did not clean up after themselves. So I paid an extra $60 than originally quoted. When I brought my issues to the attention of a manager of the company they said. "Oh. So sorry. How about $50 credit towards future jobs with us?" Yeah right!!! Use them again. No way. They then offered a $50 refund. I asked if that was the most they could offer, made a reasonable counter, and they said $50 was the max. So let me get this straight I end up with a loss of $10 AFTER a refund. No way. This is a breach of contract by charging me more than agreed to.

  

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/08/14) */ Hello. We at FixTman hope you are doing well. Dear ****, I myself personally called you and explained to you the entire events of the project. 1. As for the reason why there was an additional charge, I told you that the reason is because your mount was a pull-down mantle mount, and this type of mount is completely different from the other mounts that can be used for TV mounting projects. No, this is NOT a breach of work contract, because on your work contract, you stated that your mount is a "swivel" mount, where in fact, it was a pull-down mantle mount. If you had previously stated that this is the mount that you had, we would have told you about the update in quote BEFORE the technicians were dispatched. 2. As for the situation with the soundbar, sorry but no, the technicians did have the proper tools. It was your soundbar's mount that was missing a piece. The technicians could not purchase it for you, and they could not wait because they had other appointments in the day. They told you about this. 3. The technicians did not "threaten" to leave your location. Using this word in this way, in this sentence, is a little unfair. Yes, the technicians should have been more patient, and I personally apologized to you on behalf of myself, the technicians, and our company. HOWEVER, the technicians did remain in your area and they did complete your project. 4. As for the dust on the ground after the completion of the work, this is not how we operate and the technicians were not having a good day at that time, and that is why they were not careful with leaving the dust of the drywall on the ground. This is no excuse for it, and I did personally apologize for this again, and we agree with you that the technicians should have cleaned up the installation space. Considering all these factors, we understand that your project was not ideal, and we accept and understand responsibility. The $50 refund that we offered you was not because of an "extra charge"; technically, as we went over this, the charge for the mantle mount was indeed necessary and we could have communicated this with you, had you provided us with that information. The refund offer was only a gesture of goodwill and good faith to tell you that we care about your opinion and your satisfaction with our job quality, as our client. We are willing to increase our refund offer to $65. Please let us know if this offer would work for you. Best regards, FixTman Management

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 9 2022 I had this company send a tech over ***** ********* to install a pendant light in front of my entrance door. The tech came on time and was professional. After the light install, the light would not come on. The tech used a screwdriver tester tool to touch the light receptacle and said I was not even getting any electricity in it. I wrongly assumed this was due to a circuit breaker switch or something and I told the tech not to worry about it and I would take care of it later. I even gave them a good review and was planning to have them come back to change the lighting canopy to the same light. My suspicions were raised when I got a reply saying they couldn't come back to change the lighting canopy because it wasn't in their scope. That struck me as odd because if you are accepting a job to install pendant lights, then changing the canopy kit should be something you can do. I didn't think more of it until I had an electrician come out to figure out why the light wouldn't come on. After investigating, the electrician told me that whoever installed the light did a terrible job. They didn't finish connecting the wires which is why the light never came on to begin with and they also didn't adjust the metal chain properly to ensure the gravity of the light hanging was focused on the chain itself and not on the wire. The electrician did a great job fixing everything and I had to pay more money of course. I have attached a picture that shows the hanging pendant with the chain bunched up and incorrectly hanging which is how the tech with this company left the light. The second picture I am attaching shows the light working perfectly with the chain adjusted to ensure the tension is on the chain. The third picture is of the invoice which clearly shows "loose neutral in light fixture issue fixed).. Proof that it was not connected properly. The tech did a poor job and also deceptively led me to think it was not their fault that the light was not working.

  

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/07/22) */ Contact Name and Title: ******* **** - Operations Contact Phone: XXX-XXX-XXXX Contact Email: *******@FixTman.com Hello ****. Good day. Our technician installed the light fixture properly; he connected the wire correctly, and he did not put any tension on the wire. The light was hung from its chain, as it is supposed to be installed. We have a picture of the finished work that our technician took (https://st.sendajob.com/uploads/my/XXXXX/jpg/2022/07/22/9fa28d7bXXXXXXXXXXXXXXXXeXXXXXff_XXXXX_XXXXXXXXXXXXXXXXXX.jpg), and it is completely clear that the technician did his work properly without a mistake. The reason why the light could not turn on was because of your electricity issue, the receptacle was tested with a voltage tester and you saw this yourself. You have posted a picture that is absolutely not the way our technician did the work; we have the actual picture of the work that our technician did. The light fixture was completely intact and secure when our technician finished his work and left the area. It is not true that we rejected your 2nd service request because of the reason that you are stating, and the reason why it was not accepted is because the item was tampered with AFTER our technician was finished and left. We did not install the light fixture like that, and the picture that you have posted was not something that we did. We are not responsible for a liability that we did not cause. Consumer Response /* (3000, 7, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because I paid to do the job again. They didn't do the job well the first time so I paid them for nothing. The invoice from the new company that fixed it clearly describes why the light was not working. The screenshot (0150.png) I attached shows they declined to come out again and were being very cryptic about it. I never tampered with the light like they claim. They definitely had an inkling their tech did something and wanted to avoid being responsible. They were quick to ask me for a review before I found out that their tech was the reason why the light never worked. I also included screenshot (0151.png) which clearly shows their tech told them there was no light at the receptacle to begin with. I obviously had no idea and believed their tech. This was the impression he gave me too and this is why I thought it wasn't his fault until the new guys came and got it fixed. So, let it be on record that I definitely do not accept their response. Business Response /* (4000, 9, 2022/07/27) */ Hello. Sorry, but we cannot accept responsibility for a fault that someone else has caused. In the picture that we attached, it is clearly visible that the technician installed the fixture correctly. The picture that we attached is how the technician completed the work and left the area. The picture that you attached, however, is absolutely not the work that our installer did. Someone tampered with the light fixture after our technician left the location, and this is not our liability. This was not our mistake and if someone had tampered with the light fixture after our technician had left the area, it would make it no longer a liability from our end. However, out of respect for you and as a professional courtesy, we are willing to offer a 20% refund to conclude this matter. Consumer Response /* (4200, 11, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this response. The new tech that put in the new light specifically told me that the previous tech did not hang it up correctly and that it was not properly connected which is why the light never came on. The invoice form them specifically said loose wire on it. Something he connected in one second and the light started working. This company is not claiming responsibility for the shortcomings in their work. The new tech would not have any reason to lie.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I don't even know where to start on just how bad this tech was. Lets just start by saying that he did not complete half the furniture, he started the last two pieces and then said he couldn't figure them out. So. away we go.... The full project was three beds, two headboards and one dresser. He completed about 1/4 of one of the dressers and 1/4 of one of the beds and gave up on them. On one of the beds that was "completed" several pieces were not screwed in. He his this fact by putting on the mattress etc to hide the fact the work was not completed. the headboard was attached to the bed frame backwards and when I went to move the bed to where it belonged in the room, i noticed a large gouge on the wall he had tried to hide by putting the bed where it was. On the second bed, much the same. many pieces were not actually screwed in and he tried to hide that by placing the box springs and mattress on the bed. the headboard was attached backwards.. He actually went a step further on this bed as HE HID PIECES THAT HE DID NOT PUT ON THE BED!!!! so incredibly bad. Not only that he gave up on finishing the last two pieces and said he didn't know how to do it. He didn't put the pieces together correct that he said he had finished and he TRIED TO HIDE ALL THESE FACTS!!! so terrible. do not use this company. they don't do the work, they do the work wrong and they try to HIDE ANY MISTAKES THEY MAKE!!!!!!!!!!!!!!!!!

  

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/24) */ Hello ***** *****. This is FixTman Customer Relations. The technicians who work with our company are all background checked and familiar with the nature of handyman work. The same person who visited your location for the project was also background checked and based on the the information that he provided us with, he seemed capable of handling the project. However, the project did not go well and based on your report, he had problems with the work. We apologize for this on behalf of the technician and on behalf of FixTman, and because of these mistakes and dishonesty, we are no longer working with the aforementioned technician. We did send out another technician to your location for completing the work that was not done, but we have not receive an update yet. Please let us know when there is an update. Best regards, FixTman Sales and Operations Management

• Initial Complaint

  04/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hired this company to perform two tasks, hang cabinets and lay flooring. After the company rescheduled my original appointment, FixTman sent a less than qualified person to my home to complete these tasks. The tech dropped my cabinet and I ended up having to assist him as well as loan him tools. I had to ask twice to redo floor due to tech laying floor with all the lines matching. The tech used a lag bolt and placed drywall anchors on the "inside" of the cabinet damaging both cabinets. I had to ask the tech to redo the cabinets due to them being crooked. The flooring looks as if a novice just threw it together (pics). The company agreed to send another tech who would only arrive at 5pm or after (I work in DC and have to wait before he leaves before I can relax). The company had to purchase additional flooring due to original tech destroying so many planks. The tech phoned me and stated he made the purchase but the stores were out of the flooring until the next morning (4/9). By midday I attempted to contact the tech to no avail. After reaching out to the company, more promises and lies were told. For example, the company told me the store was still out of flooring (after tech never showed nor answered) so I went to the store myself. All store had excess of flooring (pic). This company is definitely a scam, managers (Charles V) are no help and phone assistance is non existent. Now the company is telling me the tech isn't available until Monday (almost a full week to complete a 5x7 floor) and arrive between 5-7...ON A WORK DAY FOR ME! I'm requesting to be fully refunded in order to hire a different, more proficient company to complete this job.

  

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2022/04/11) */ Contact Name and Title: Charles V*** - Management Contact Phone: ************ Contact Email: ******************* Hello ***** ******. This is Charles V*** from FixTman Management. The first technician made a mistake, unfortunately, and he created a flooring problem. This would not mean that he was incompetent, since his clients are happy with his service quality; yet, he made an unfortunate mistake and he admitted to his mistake. That is why we sent the second technician (the QC technician) to come and fix the flooring issue. The material that was needed for your job was not present at the time that the QC technician visited the stores in your area. He did check with them and the stores told him that it was not in stock. It is possible that the stores received new shipment of the hardware and had it in stock after the QC tech checked the stores in person; he does not have a reason to lie about this. Unfortunately, since it took more time than anticipated to make the necessary arrangements to get the parts, you decided to not proceed further with the re-visit appointment and you decided to go with the refund option. Our business is not a scam, and the fact that we have an official profile on BBB proves this. We have profiles on Google and various review platforms that you are already familiar with. Our business managed to get 2,500 positive reviews (5-star ratings) in just two years in your market only, and our company is a nationwide business. Even though certain issues happened with this project, we always value and respect you as our client and we always take care of our clients. Therefore, we respect your decision regarding how you want to handle the rest of this task, and we have already provided you with a full refund of your payment. Best regards, FixTman Management Consumer Response /* (2000, 7, 2022/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) The owner of the business called me personally and worked everything out. Charles cleared up ALL misunderstandings and was very sincere when he called. This complaint was submitted prior to the knowledge of the owner and these comments are/were not coerced nor any promises made, it was the owner calling personally to comment and rectify the misunderstanding.

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September, 30th, I had an appointment with the company to mount a bathroom cabinet. After installation, the technician asked did I want to mount the tv in my room and I stated let's do the one in the living room. The tv is a 65 inch LG tv and it was in perfect condition as I watched it before the technician arrived. I informed him to be careful with the base of the tv and it's rather large with one person handling this job. After he mounted the television, I turned on the TV, you could see the damage on the right side of an internal crack and additional internal damage. The tv turned on but would not show a display. All you can see is the crack. I called the owner and he said they are not liable for the damage. They are offering nothing to resolve this!

  

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/10/05) */ Contact Name and Title: Charles Vane, Management Contact Phone: XXXXXXXXXX Contact Email: *******@fixtman.com On Sunday, August 29th, we received a 'Cabinet Installation' project request from ******** ********. On Thursday, September 30th, we sent out an experienced and professional handyman to install your cabinet for you. Your cabinet had a damaged corner, and because the damage was visible, the technician notified you, you accepted that the item was already damaged, and you wanted him to install the cabinet for you in the damaged condition (photo attached). The technician did not even know that you have a TV to be mounted, he was only at your location for the cabinet installation, and you offered him to have your TV installed for you as well. Before mounting the TV, you did not turn on the TV and you did not show the technician that your TV was working (based on the appointment policy that was sent to you twice and even confirmed by you, FixTman is not liable for open-boxed and out-of-box items - photo attached). Before the installer began the process, the TV seemed to be intact and there was no apparent damage to the TV's appearance, and because of that, the technician began the installation process. He did the standard procedure, and he did not damage any parts of the TV. During his work, there was no damage done to the frame of the TV, or the TV's screen; once the installation was finished, you decided to turn the TV on (something that did not happen Before the technician started the process), and when the TV turned on, it displayed an internal damage (photo attached). That damage could not even be seen when the TV was off (photo attached). The technician could not have even known that your TV is damaged, and that is the reason that he proceeded to mount your TV because he thought he is mounting a working TV. After we discussed this with the QC team of our experienced installers and showed them the pictures, it is completely obvious and clear that this damage had happened before the technician even came to your location, and it did not happen during the installation process. We also asked you for proof to tell us that your TV was working before the technician's arrival, but you did not provide us with any proof. You declined to pay for the cabinet installation service ($145) that the technician did for you. You also did not pay for the TV mounting service ($84), and the technician even used a $70 mounting bracket hardware that you also did not pay for either. This makes a total of a $299 balance. We are a responsible business, we always keep our clients happy with our service, and our customer's satisfaction is our top priority (our motto), but when a mistake is not our doing and not caused by our installer, we cannot be forced to accept liability for a fault which we have not done. Consumer Response /* (3000, 7, 2021/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are correct that I did not have a tv order. However, your own technician asked would I like to mount the televisions in my home. I did not even think about it until he asked. My television was on when he walked up the stairs to mount the cabinet. Your story seems to change every time you respond because in the Thumbbtack review you mentioned that I informed you there was a crack in the television (which is lie) and now you're stating the television seemed to be tact. What you fail to understand is there does not have to be damage to a frame to internally put damage on the tv. With these newer televisions, you can still have an internal crack from being properly mishandled as to which your technician did. Another lie that you claim is that you asked for me to tell you that the television was working prior to your arrival, but you have already previously responded in your reviews on Yelp and Thumbtack that you all didn't know about a tv mounting until the technician arrived. I was never going to get a tv mounted until he offered once he was here so how is it that you asked to see the television. These lies have to stop! As for declining to pay, as soon as I informed you of the damage to my television, you deleted the invoice and have not once contacted me about the invoice that you deleted. It is funny how you only mention the invoice in the reviews but you haven't sent me another invoice since you deleted because you all know that you're wrong. So if you asked to see the television working prior to arrival, why did you send me two different invoices? Because the second invoice was for the tv mounting that you technician offered. Both of those invoices you deleted.

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