ComplaintsforMr. Fix-It

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A contract was signed with Mr. Fix-it on Friday, July 12, 2024. I made a cancelation request on Monday, July 16, 2024. They were to install a walk-in shower. ** ***-it will not give me my full refund after stating that they would when I called them on Monday, July 16, 2024 to cancel. I called between 9am and 12 noon. When I tried to cancel, they ask me to wait and speak to ****, Manager. I stated that I wanted to cancel within the three (3) days to avoid the cancellation fee. Mr. Fix-it said that since I was calling to cancel that the fee would not apply. I was on a recorded line. No resolution was given to solve this issue. Mr. Fix-it is standing behind their contract. They said that I didn't cancel in the proper time allowed. I was on a recorded line, please ask for phone recording. I gave them a deposit of $3662.00. Their fee is 33%. I'm requesting that the fee is waived and that the fee is returned to me. Thank you

  

  Business response

  07/26/2024

  Our company strives to provide the best customer service and we do record calls for quality assurance.  We reviewed your phone calls and found that you did not cancel the project. A contract was signed on July 12th. Upon reviewing the calls from July 16th we noted that you expressed dissatisfaction with your initial selection. We were pleased that our team was able to make adjustments and accommodate your requests to allow the project to proceed. During the phone call on July 16th at 1:58pm you stated you no longer wished to cancel and were happy with the revised plans. Later that evening at 7:30pm, our customer care department conducted our new order welcome call. During this call, we reviewed every aspect of the contract in detail. You confirmed that everything was accurate and expressed no desire to cancel. It was only later, after the rescission period passed, that you expressed a desire to now add a glass shower door to your order, but you stated that you wanted the door to be added for free. When we informed you that we could not add it for free, you then stated that you were going to complain to the BBB. We are saddened by this turn of events, as we made every effort to meet your initial requests and ensure your satisfaction with the project. We regret you chose to stop this project and there is nothing more we can do. 

  Customer response

  07/30/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  

  As mentioned in their (Mr. Fix-it) response,  which states "Upon reviewing the calls from July 16th,  we (Mr. Fix-it) noted that you ***s. Lake) expressed dissatisfaction with your initial selection. " At that time,  I requested to cancel.  My request should have been honored at that time.  You *** ***-it) insisted on continuing with trying to get me to change my mind. I made it clear that I wanted to cancel at that time so that I would not get penalized for not canceling in the appropriate time frame.  You *** ***-it) stated that I WOULD NOT be penalized because I called in the allowed time. So, I agreed to speak with your Manager.  After,  speaking to your Manager,  I never said that I didn't want to cancel.  You *** ***-it) made that assumption.  You actually tried bullying me in accepting a new deal without giving me time to think it over.  After I thought it over, I realized that you were not giving me a better deal. If you had just canceled when I initially called,  we would not be having this dialog.  You caused this situation and I am not accepting it. I am a Senior Citizen.  I am a Widow and I am on a fixed income.  I want my entire refund  without the penalty. 

  
  Regards,
  
  *********************
  
  
  
  

  
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Mr. *** it contact led me offering discounted service in exchange for taking video of the project. They asked me what I needed done i said i could use new gutters. They scheduled a consultant to call me back. They took my information and said I would get $1800 off of my gutter project. They scheduled someone to come assess and do an estimate. I asked if they would have then information from the call they said yes. That person showed up and had no information from the call. I didnt show them another promo for $350 off in case it helped. They said they called their manager and couldnt do the $1800 and said they can only give the $350 discount if I signed up that day and they were not willing to give consideration for following up with the consultant that called. They said the $350 was only good that day and it was written in small print. That wasnt the case its not written as a same day discount.I want Mr. *** It to have their consultant call me back and explain why they wasted my time and led me on. This was a serious bait and switch gimmick. Seriously irritating. I just want them to honor the agreements they make or not waste my time.

  

  Business response

  02/09/2024

  Our specialist showed up at the appointment ready to help. When you brought the $1,800 discount to his attention it immediately raised a red flag as we have never been able to offer such a large discount on gutters. He called his manager to be sure there wasnt something that he was not aware of. Upon our investigation,we discovered that when you made the appointment our office representative incorrectly shared our bathroom remodel discount with you. We sincerely regret the confusion on our part and apologize for any frustration it may have caused. We appreciate you bringing this to our attention. This is an unfortunate case of human error,and we have taken immediate steps to ensure that this does not occur again in the future. 

  Customer response

  02/09/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I specifically asked and reconfirmed that the discount was for gutters. I additionally asked if the technician coming to my home to provide a quote would be made aware of this discount and the discussion. They confirmed that the tech would be informed. The tech appeared to be uninformed but they way he handled it shows that this type of bait and switch sales techniques is common place at Mr. *** it. 
  

  I dont appreciate being mislead and taking up my time from my family. Human error or poor sales technique Mr. *** it should honor their word. Especially since Mr. *** It was able to confirm they made the commitment I.e. $1800 off of the gutters and the current promo of 50% off labor.

  $3758 - $376 - $1800 = $1582 total project cost. 

  
  Regards,
  
  ***********************
  
  
  
  

  
  

  

  Business response

  02/15/2024

  Your accusation that we intentionally misleadis patently false and that our company has actually been awarded the BBB Torch Award for marketplace integrity because of many years of honorable service to our community.   Our employees are human beings and occasionally make a mistake.   There was absolutely no intention by our company to do anything improper, and our representative explained it in person. 

  Customer response

  02/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Mr. *** It is falsely quoting me to have stated that we intentionally mislead which is not in my communication to the company. I did state misled which is defined as cause (someone) to have a wrong idea or impression about someone or something.. Being misled by definition is true. I was led to have a wrong idea and impression by Mr. *** It. They admitted giving incorrect information on their correspondence to me on BBB. 
  

  I understand that mistakes happen however I gave the consultant the opportunity to confirm the information so it could have been reconciled. Additionally, I asked that they provide the information we discussed to the technician onsite they agreed to but did not occur. That could have cleared things up quickly enabling us to come to a resolution while onsite rather than me having to use BBB to be taken seriously by the company. 
  

  The response from the company is not compassionate to misleading me and is dismissive of the inconvenience caused. I dont believe they intent to fix the issue at hand or improve their business processes. The technician onsite was  it compassionate and appeared to be comfortable with customers having false impression.

  
  Regards,
  
  ***********************
  
  
  
  

  
  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  So this is a good one. Originally we had made an appointment for gutters and guards with this company. On the appointment day the bath salesman came out. Said they got their information crossed somehow. So the salesman *************************************** asked ** while he was there if we had any thoughts about new bathrooms. My husband and I had discussed this several times, so we let him show us the bathrooms and give us a quote on October 3, 2023. We agreed to the contract and had it installed in November. The day of the install went pretty smoothly until the end. When I went in to inspect the seams could be seen, which was supposed to look seamless and the top of the shower was not properly attached. So the installer got the top fixed and recalked, but then down the other seams some of those had to be redone. Since then, my hot water does not have full pressure in the faucet, the seams are starting to show white. Then this tub is supposed to be a clean spray and then wipe dry. We followed all the directions. The walls all streaked. We have been non-stop on the phone trying to get them out to look at these problems. We even sent photos to the salesman when we asked about the problems. Now we are 3 1/2 weeks into this install and there has been no resolution.

  

  Business response

  01/11/2024

  We had already started working on this issue when this complaint came in. Since then, we have resolved the issue, and we understand that you are happy with the resolution. We appreciate you letting us get this corrected for you!

  Customer response

  01/11/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr. *** It installed all new gutters and gutters on my home in 12/112019 and completed 1/28/2000. The problem was noticed when I had seen over time,( over approximately a year) the problem of erosion that I have on the front of my home. So I went out on my porch one evening when it was raining and rain water was pouring off the A frame corner from the gutter. In the morning I was what I saw as a gap at the end of the gutter helmet that maybe allowing the rain water to miss the helmet. I called Mr. *** It Gutter Helmet **** and told them about the issue of the rain water missing the helmet. the sales person ****** came out and quoted me a $1200. to fix the problem, I did not have the funds at that time. I had just paid them $8264. $4200. of which I paid as the deposit to start the Ordering process in 5/24/19 as their records states. I accepted the $1200. fix and on the day of install , I rejected the gutters because of the downspouts that would increase the erosion problem. After that the install tech called a field manager and he discovered a problem. One side of the gutter was further up than the other side, I believe this was the problem from the original install day. Since then they installed a diverter, (which put more holes in the newly installed roof.) I called them for warranty service because the diverter was not working well in March 6 and called them every other day since, I've started to document the times I called , then finally they scheduled a time, (23rd of March) On that day they didn't show stating that the same salesman ******, was not coming out because he had previously quoted a price that was rejected because of the down-spouted. The manager on the customer service, **** or ***** said to me that they have pictures and the warranty states that it is void if other persons do work on the Gutter Helmet other that gutter helmet technicians. I feel they want me to pay for problem that their installation tech created.

  

  Business response

  04/03/2023

  Thank you for sharing your concerns with our team so that we can properly address all of your concerns. We called and left a voicemail and also sent an email to you on Friday, 3/31/23. Would you allow us to come out to your residence to meet with you and look at the areas of concern to properly address everything with you? We would like to send both our VP of Operations and Installations and Gutter Helmet Manager.  
  
  If you are receptive to allowing us to come out and meet with you; do you have any availability this upcoming week for us to do so? If so which days are best for your schedule?
  
  We look forward to speaking with you, meeting you, and getting this issue resolved for you. 

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like to schedule that appointment to come to my resident at *************************************************************** and meet me over my issues on the alignment of the the installation of Gutter Helments from the installation date of 1/28/20
  
  Regards,
  
  *************************
  
  
  
  
  

  

  Business response

  04/11/2023

  We have been trying to reach you by phone and email to schedule the site visit. We will continue to try to connect with you so that we can get this resolved. Thank you.

*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. ↩