ComplaintsforMr Handyman of Northern Virginia - Arlington to Haymarket

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** ***** ****************** was sent to my home as a handyman rep. of the aforementioned company. I contracted with him to do the following; 1, enable interior door leading to the garage to auto close 2. Fill in two small scratches on 2 stairs 3. fill in 4 sensor holes left by *** security system after removal of the same. 2 on door and 2 on sides of doors. 4. Remove old weatherstripping from 3 windows and replace the same 5. Attach loose counter in kitchen to wall 6. Install decorative paper to window top 7. Hang ceiling fan 8. Caulking and mudding of not a few places throughout home. ** ***** *. asked me to make a seperate appt. for the mudding and caulking. Items 1-7 cost was 1206.02 march 9, 2023 ** ***** * on site rdy. to work Called office made an appt. for march 23, 2023 for caulking and mudding with ** ***** *. ** ***** *. had me sign for the 1400.00 under the guise it was my copy for the 1206.02 as he spoke to ****** about splitting the bills which went over my head since I had told him I couldn't pay the 1400.00 until the 23rd the same day work was to be done. I called and cancelled the CAULKING AND MUDDING appt, however I was charged for it and it was not done because it was an appt. for the 23rd at ** *'s request. When I received the bill I tried to explain what had transpired to no avail. *** the project came out asked me what I wanted and I told him; I wanted the 1206.02 to be honored and for work not done and supplies STOLEN from me to be deducted from the 1206.02 and for the 1400.00 to be returned to me because the appt. had been canceled. He agreed to said terms and went back on his word. Kitchen counter was not caulked Fan was not installed supplies were stolen and or opened and retaped window was taped up w. stripping wasted original hinges still in place Supv. ** *** kept trying to make excuses for *** *. and I returned ** *'s supplies not on my supply list to ** ***. ** *** ( supervisor) ****** (Poc) and ***** ( accountant) I pd. bill assuming it would be fixed

  

  Business response

  06/07/2023

  June 2, 2023
  

  Mr. Handyman of Northern Virginia – Arlington to Haymarket
  9030 Euclid Avenue
  Manassas, VA  20110
  
  Better Business Bureau
  Of Metropolitan Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC  20005-3404
  
  Dear ****************,
  
  This letter is written in response to complaint #********.  The following information is provided to the Better Business Bureau.
  
  On June 2, 2021, at 7:45am this client contacted our office to request caulking, installing self-closing hinges on her garage fire rated door, drywall repairs throughout the house, caulking in the shower, reattaching the granite kitchen countertop, repairing concrete cracks on the driveway and porch, deck board repair.  The client stated she would email our office a copy of the inspection report, but it was never received, and no further communication was made at this time.  The recording of this call can be provided upon request.
  On December 16, 2021, at 1:24pm **************** requested service from our company to repair drywall, repair an exterior light fixture, install self-closing hinges on a fire rated door, replace a vent register, repair a deck, and weatherproof windows and a door.  A job was scheduled for December 30, 2021, at 8:00 am and a booking confirmation email was emailed to the customer on December 16, 2021, at ******.  The recording of this call can be provided upon request.
  On December 16, 2021, at 1:57pm the client called back and requested that a technician come out to her house prior to the scheduled visit to give her a list of materials so she could purchase them in advance to save some money.  The client was told that she would be charged our minimum charge of $357 and any unused time from that visit would be credited to the return visit on December 30, 2021.  The client stated that was too much money and requested that the appointment be cancelled at this time.  The recording of this call can be provided upon request.
  On March 3, 2023, at 4:16pm the client called our office to request service for installing self-closing hinges on her fire rated door in her garage, reattaching the kitchen countertop and caulking, caulking throughout the house, installing new shelving in the pantry, repairing the garbage disposal, assessing the low water pressure, resecuring the ceiling fan in the bedroom, and labeling the electrical panel breakers.  An estimate was scheduled for 9:00am on March 9, 2023.  The recording of this call can be provided upon request.
  On March 9, 2023, our technician arrived on site at 9:16am and spent approximately two hours with the client walking through all the projects she was looking to complete.  He generated an estimate for the client for a total of $2,565.53 for the identified projects and the client accepted the estimate.  The signed contract is attached.  He then met the client at the store and spent approximately an hour and a half with the client picking out materials.  Upon returning to the house, the technician repaired and applied putty to 6 holes in 4 doors, stained 2 stair treads, resecured the kitchen base cabinet, and installed weatherstripping on 1 window.  He was unable to complete the remaining projects due to the time as it was 7:22pm when he completed the projects listed.
  On March 9, 2023 at 5:35pm our office scheduled a return visit to finish the work that was contracted.  The appointment was scheduled for March 23, 2023 at 9:00am.
  On March 11, 2023 at 9:58am the client contacted our office to cancel the scheduled appointment.  The recording of this call can be provided upon request.
  On March 13, 2023 at 9:10am the client contacted the office to let ** know that our technician left a few items at her house that she wanted removed and that the technician took some of the materials that she paid for.  She stated that our technician had a swivel cross bar for $4.97 and 3 Behr total flex seal 10oz.  The technician left the weatherstripping, 3 tubes of paintable silicone, wood putty.  She requested that we pick up the items that belonged to ** and drop off the items that belonged to her. Later in the conversation she stated that she would just repurchase the items that belonged to her and requested that we take the cost of those items off her bill.  The recording of this call can be provided upon request.
  On March 13, 2023 at 2:57pm our office contacted the client to verify the clients email in order to send a revised invoice to her.  A revised invoice was emailed to the client for the total amount of $2,273.31.  This revision provided a discount of $222.71 for the items not yet completed and showed the cost of materials we provided of $40.49.  The client was also provided a military discount in the amount of $110.00.  The recording of this call can be provided upon request.  The invoice is provided for review.
  On March 13, 2023 the client paid the invoiced amount of $2,273.31
  On March 13, 2023 at 6:21pm the client sent an email listing the items that were completed and not completed.  The email is provided for review.
  On March 13, 2023 at 7:04pm the client sent an email providing pictures of work completed and receipts.  The email is provided for review.
  On March 13, 2023 at 10:13pm the client sent an email requesting a copy of the original signed contract. The email is provided for review.
  On March 14, 2023 at 8:58am our office left a message for the client to contact **.  The recording of this call can be provided upon request.
  On March 14, 2023 at 8:59am our office spoke with the client and requested her to allow our Operations Manager to meet with her on Thursday at 12pm.  The client agreed to this meeting.
  On March 16, 2023 our Operations Manager met with the client and walked through all the work that had been completed and asked her what amount she wanted to be refunded.  She stated she only wanted to pay $1,206.02 and our Operations Manager agreed to refund the client an additional $1,067.29 to reduce the final total of the invoice to $1,206.02.  This amount was refunded on March 20, 2023.  During the visit there was a bag of materials that included 3 tubes of silicone, sanding sponges, and a roll of blue tape.  The client told the Operations Manager to take the bag since it was not hers.  Our Operations Manager asked her twice if she was sure she didn't want us to leave the materials at her house and both times she insisted that he remove those items from her house.  This final invoice is attached for review.
  On March 21, 2023 at 10:48am the client sent another email regarding the refund.  This email is attached for review.
  On March 21, 2023 at 4:11pm our office contacted the client to review the email and discuss the situation again and explain all the refunds that were provided at her request.  The call lasted 13 minutes and 21 seconds and can be provided upon request.
  On March 21, 2023 at 4:31pm our office contacted the client and reviewed the invoices and the refunds again with the client.  This call lasted 14 minutes and 10 seconds.  Once again the office reviewed the estimate, invoice, and refunds given.  During this call the client stated that she understood but she was going to send us a paper.  This call can be provided upon request.
  On March 21, 2023 at 5:07pm the client sent another email regarding the same situation.  This email is attached for review.
  On March 21, 2023 at 5:36pm the client sent another email regarding the situation.  This email is attached for review.
  On March 21, 2023 at 7:00pm the client sent another email regarding the situation.  This email is attached for review.
  On April 2, 2023 at 10:12pm the client sent an email with a subject line My reply again, as a veteran and citizen who solicited your services.  The only thing else on this email was the ****** reviews she posted.  This email is attached for review.
  On April 3, 2023 at 8:40am the client sent an email with a subject line ** ************ stealing for me and cheating me out of ******  The only thing else on this email was the ****** reviews she posted.  This email and the reviews are attached for review.
  On April 3, 2023 at 8:41am the client sent an email with a subject line ** ************ is a liar, a thief and a cheat.  The ****** reviews were also attached to this email.  This email is attached for review.
  On April 3, 2023 at 8:51am the client sent an email with a subject line ** ***** is a LIAR, THEIF AND CHEAT HOW MANY OTHERS HAS HE DONE THIS TO.  She again attached the reviews that she posted on ******.
  On April 3, 2023 at 10:42am the client sent an email stating Well all I can say at this point is my only recourse is to just cry out to my Father, the God of ************************** and ***** aka ****** and maybe the rest of you will see the error of putting your hand to the plough of **. **  Again, all I can say is all he had to do was be honest before you, God and man and correct his error.  God bless all of you who know the truth and those who were afraid to correct the truth and those who know and dont care.  Not only has he troubled his own house, but the house of you all and the company.  Have a good evening.  This just makes me so sad, I cant even wrap my head around why **. ** did what he did, All he had to do is touch base again with ****** and tell her what happened, I don't get it at all.  No need to reply.  This email is attached for your review.
  On April 3, 2023 at 10:44am the client sent an email.  This email is attached for your review.
  On April 3, 2023 at 10:44am the client sent another email.  This email is attached for your review.
  On April 3, 2023 at 10:45am the client sent another email.  This email is attached for your review.
  On April 3, 2023 at 10:47am the client sent another email.  This email is attached for your review.
  On April 3, 2023 at 10:48am the client sent another email.  This email is attached for your review.
  On April 3, 2023 at 10:48am the client sent another email.  This email is attached for your review.
  On April 2, 2023 at 10:48am the client sent another email.  This email is attached for your review.
  On April 3, 2023 at 10:49am the client sent another email.  This email is attached for your review.
  On April 3, 2023 at 10:50am the client sent another email.  This email is attached for your review.
  On April 3, 2023 at 10:50am the client sent another email.  This email is attached for your review.
  On April 3, 2023 at 10:51am the client sent another email.  This email is attached for your review.
  On April 3, 2023 at 12:24pm the client sent another email.  This email is attached for your review.
  On April 3, 2023 at 1:23pm the client sent another email.  This email is attached for your review.
  On April 4, 2023 at 2:31pm the client sent another email.  This email is attached for your review.
  On April 4, 2023 at 2:22pm the client sent another email.  This email is attached for your review.
  On April 4, 2023 at 2:34pm the client sent another email.  This email is attached for your review.  At this point our office blocked the clients email address from our system.
  On April 4, 2023 at 2:36pm the client sent another email from a different email address.  This email is attached for review.
  On April 11, 2023 at 11:34am the client submitted a service request through our Mr. Handyman website.  This request comes through our system as an email.  This email is attached for review.
  On April 13, 2023 at 8:56am the client sent another email.  This email is attached for review.
  On April 13, 2023 at 8:57am the client sent another email.  This email is attached for review.
  On April 13, 2023 at 9:04am the client sent another email.  This email is attached for review.
  On April 13, 2023 at 9:05am the client sent another email.  This email is attached for review.
  On April 13, 2023 at 9:05am the client sent another email.  This email is attached for review.
  On April 13, 2023 at 9:07am the client sent another email.  This email is attached for review.
  On April 13, 2023 at 9:08am the client sent another email.  This email is attached for review.
  On April 13, 2023 at 9:08am the client sent another email.  This email is attached for review.
  On April 14, 2023 at 4:39am the client sent another email.  This email is attached for review.
  On April 15, 2023 at 8:47am the client sent another email.  This email is attached for review.
  On April 15, 2023 at 8:57am the client sent another email.  This email is attached for review.
  On April 16, 2023 at 4:01pm the client sent another email.  This email is attached for review.
  On April 18, 2023 at 11:37pm the client sent another email.  This email is attached for review.
  
  Even though we did not respond to each additional email after our final conversation with the client on March 21, 2023, our company provided the refunds the client requested with no questions asked and provided a copy of the signed estimate and invoice to the client and spent numerous hours on the phone with the client reviewing the estimate, invoice, work performed, work not performed, and all discounts given, and refunds provided all previous to the numerous emails starting on April 2, 2023. At this point our company has met the requests of the client and has made every effort to understand the clients requests and concede to her demands. We did not feel that any additional responses would benefit this situation. This information is provided to the best of our recollection based on actual physical records and memory of events as they took place.  Should you need any additional information please feel free to contact me directly.
  
  Sincerely,
  
  *****************
  Owner

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