ComplaintsforMorgan Handyman & Remodel, LLC

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Morgan Handyman and Remodel was contacted to provide a bid for a closet remodel. They provided their first bid of $1,460 in Nov 2021 and then a refreshed bid $1,493 in Nov 2022. They were hired for the job to fix 1 closet tracking in bedroom 1 and in the master reset the rods, brackets and shelves as well as hang new provided doors.Upon starting the job on 11/28/2022, materials were needed causing a delay. Also, an adjustment (trimming) of the new closet doors was needed to make sure the doors fit properly. These two factors caused an additional trip to the work site (our home). But the team and the office padded the work to the point that the hours doubled. The additional trip out necessitated a work order change which we signed not knowing that the workers had used the entire hours budget in the removal of existing materials, searching for the 'right' brackets, measuring to fit the doors and fixing the tracking in bedroom 1.The work was completed satisfactorily on 12/22/2022. When the office was contacted regarding the additional expense, there was email discussion and 1 phone call resulting in a 'We'll have to see how the final bill comes out'. Once the project was finalized their path was to provide receipts but no explanation as to how the hours could possibly double from their TWO estimates. They also started threatening late fees and collections within 5 days of completion of the project.

  Business response

  01/06/2023

  Hi ******,
  Back in 2021 you/your wife ***************************** had us out to provide an estimate for the closet projects.  At that time you guys went with another contractor who did not do the job correctly.  You contacted us again a few months back to come and fix the work.  We provided an estimate, it was approved and we started the work.  After starting the project it was discovered that the prior contractor's door opening width was not even allowing for standard size closet doors, thus requiring a change order.  A change order was submitted for the additional scope of work which ****** approved in writing so we proceed with the work.  ****** then had a very unprofessional conversation with my office manager and was screaming and yelling on the phone to him, which began our communication.  I let you know that this type of behavior would not be tolerated, no one deserves to be spoken to like that under any circumstance.  I was very firm and explained on the phone with you and in email that if it happened again we would pull off the job. You assured it would not so we completed the work.  Since completing the project you have asked for additional phone conversations, emails, copies of the estimates, invoices, materials receipts etc.  All of which we've provided (as we do for all customers) via your ****** drive link, including all the before and after pictures. I understand that during the holidays finances can be tough; however we have kindly requested payment in full from you for weeks now, without payment made.  As I write this response we are still asking for the final payment of $2,085.00 to be paid.  We are kindly asking to be compensated for the work completed again, now publically.  

  Customer response

  01/06/2023

   
  Complaint: 18691787
  
  I am rejecting this response because: This response avoids the entire issue at hand and is wrought with inaccuracies.  As requested via email, I would appreciate understanding how the additional work to trim ONE door ("1/16-1/8th inches") resulted in a doubling of the work hours for this project.  This was never explained and was only requested after the final invoice was received and reviewed even though our concern was expressed earlier in the process.  I understand they had to come back to finish the majority of the job, so how could they possibly have used all the hours on Day 1 when they were only able to perform about 1/3 of the total work?  

  *After the first estimate, no work was ever done to the closets.  We requested a confirmation ************ year later from Morgan Handyman and since it was a similar estimate we moved forward with the project in Nov 2022.

  *Yes, there was some sort of issue on the phone between my wife and the office manager.  You bring that up even though that was resolved and there was never another issue.  Instead of distracting, please answer the root question of how the hours doubled.

  * Yes, we requested and you furnished all estimates, receipts for the work done.  You furnished pictures on your own.  Requesting receipts doesn't seem unreasonable and I would think that would be standard practice for transparency

  *As of this moment, it has been 8 days since the project was completed - not weeks as you describe.  Per email, it was 12/29 at 8:31pm when we agreed the project was finalized and no further work needed to be done.  When I reached out with a request for a quick call on 1/4 after reviewing the inflated bill, instead of trying to provide clarity, we were told that you had emailed and discussed this enough and would no longer engage.  At this point there had been 1 phone call but many emails.  We were also given notice/threats of late fees and collection if we didn't pay immediately. 

   

  All I'm asking for is a clear explanation of how hours doubled.  I requested a phone call to handle this more easily that over email and so that I could better understand.  This was rejected which leads me to believe you have no reasonable explanation.  If there is no reasonable explanation then clearly, we should not be charged the full amount.  Yes there was extra work due to trimming the door and not having the brackets on hand for the job (it's a closet and they didn't have brackets?).  But that means that the first day should have been shorter.  There is a middle ground here that would have been able to resolve the situation. Your unwillingness to discuss this shows you are hiding something and I believe that to be unethical business practices which is why the BBB is now involved.

   

  Sincerely,
  

  
  ***********************

  Business response

  01/18/2023

  The customer has finally paid their balance in full, thus resolving the issue from the companies end.

  Customer response

  01/27/2023

   
  Complaint: 18691787
  
  I am rejecting this response because: they included the word "finally" as if we were delayed in paying.  The invoice was paid within 2 weeks of receipt over the Holidays (received 12/29/22, posted to my acct 1/11/23).  As with all parts of their business that we came in contact with, they consistently misrepresent the truth to make the customer wrong.  This is a clear example of why we brought the complaint to the BBB in hopes of making potential clients aware of their practice to malign and overcharge in our experience.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this company to: (1) remove a portion of the brick skirting on the exterior wall of my home, and (2) install siding to match the existing siding. I agreed to pay on a time and materials basis, providing 50% down in October 2021 in order to get "on the schedule." The project wasn't scheduled until January with one week notice. The siding installed isn't the correct size, and some fissures appeared in the part of the brick wall retained. The finishing on the wood trim pieces is uneven and needs further finishing. When I received the ****, I was astonished to see that I was billed 12 hours for offsite work (between the 2 workers). (I work from home, and I noted all the times the workers were onsite.) Please note that the off-site errands were: (1) taking the bricks for disposal, (2) picking up materials from *********** and (3) getting the lumber. All 3 locations are within a few miles of my home. Typical drive time would be ***** minutes one way. I immediately brought these issues to the office's attention. My request to schedule a phone call has been refused. Everything has to be my email. So, there are detailed records of all my questions about the billing AND the issues with the quality of the work performed. Office staff were polite and tried to answer my questions, but even what they provided proves overbilling: they reported that one of the workers clocked in at 7:36 am and clocked out at 4:36 pm AND took 1/2 hour lunch. Yet I am being billed for 9 hours, not 8.5 hours. The ****************** included a 10% late fee "per month." While I am waiting for a response from the owner to my detailed email escalated to her from office staff, I receive a new invoice with a 10% late fee on the 27th day after the first invoice was sent. I did some research to formally offer a settlement, and I discovered that the 10% late fee violates WA's usury laws. I sent an offer on 3/26, and today, I received a response which makes me believe we will need formal mediation.

  Business response

  04/06/2022

  To Whom it May ******************** is the breakdown for hours and materials for the work completed below.  We came in UNDER BUDGET $993.39.
  
  Estimate #****:
  Total hours = 40
  $85/hour = $3,400
  Materials = $1,100
  Total for estimate before tax = $4,500
  
  Final invoice #*****
  Hours worked - 31.25
  $85/hour = $2,656.25
  Materials = $850.36
  
  Total for invoice before tax = $3,506.61
  
  Amount under budget:
  Hours: 8.75  at $85/hour = $743.75
  Materials: $249.64
  Total under budget: $993.39
  
  
  I've emailed the customer the below email several times as her account is PAST DUE $1,103.25, and is 2 months past due.
  
  
  "Good evening *********,
  
  As per the terms and conditions of the estimate in order to process a warranty claim your account must be in good standing. 
  
  We would be happy to process any warranty claims upon receipt, for accounts in good standing."
  -- 
  
  
  Warm Regards,
  
   
  
  
  
  
  
   
  *************************, Operation Manager
  Morgan Handyman & Remodel, LLC

  Customer response

  04/08/2022

  Complaint: 16957490
  
  I am rejecting this response because: it doesnt attempt to resolve ANY of the disputes I raised in my initial complaint,which are:

  
  (1)usurious finance charges
  (2)premature application of finance charge
  (3)excessive billing for (a) hours not actually worked on the project, and (b) drive time (outside the scope of our agreement)
  (4)how the defective work will be remedied.
  

  Please allow me to explain more fully. Our agreement was for me to pay for time and materials, and prior to my acceptance of the agreement, I inquired as to the company's policy for drive time. I received an email from an employee of the company that stated the clock would start running at 8 am at the job site. The 2-person crew completed the actual work in 9.5 hours. The invoice I received on 2/4 for $1596.99, included 1 hour of drive time to the job site in violation of the stated policy. Also, as I stated in my original complaint, there was ***** hours on the invoice for off-site work. On day two, I know some of the time billed included nearly two hours for the workers to submit a change order to buy a $50 tool. This tool was never purchased, and the job was completed without it. I immediately emailed my questions/concerns. Office staff offered some additional data, which seemed to prove the excessive billing. (For example, on day two, I am being billed for 9 hours for the lead crewman when he clocked in at 7:36 am and clocked out at 4:36 pm, and he took a half hour lunch). There was no adjustment offered for this clearly excessive 0.5 hour charge, but there was an offer to reduce the invoice by **** hours because staff found an instance of a late clock out. (It is not clear to me that staff conducted a full review of each clock in.)
  

  The emails I received left me with unanswered questions, and I asked to schedule a phone call, but I was asked to write a detailed email instead. I did so on February 13, and staff immediately escalated it to the owner, who was on vacation. I received an email from the owner that stated she would respond when she returned from vacation. The first time I heard from her was on March 3, when she imposed the usurious 10% late fee of $157.26. Frankly, I truly believed that this company, with its decent Yelp reviews, would honor the representations of its employee regarding drive time. I also expected an offer to adjust those charges incurred due to the misjudgment of the lead crewman. At the very least, I expected an explanation of the charges and a request to pay an adjusted amount before being assessed a late fee. When I asked the owner to reconsider the late fees she imposed, she refused.
  

  Within minutes of seeing the invoice, I paid the undisputed amount of the ****: $817.44.With that payment on March 3, the total I have paid is $3,111.68 for the installation of the wrong-size of siding. Also, this payment, which occurred on the 27th day after receipt of the 2/4 invoice, brought the outstanding balance to $756.11.Thus, $7.56 is the only lawful finance charge that should have been imposed. I have brought RCW 19.52.020 to the owners attention, and on 4/4, she still imposed a $157.26 finance charge. Not only is this an intentional violation of Washingtons usury laws, it is also a violation of our contract: 10% of what she thinks is the outstanding balance ($913.37) would be $91.34. When adjusted for the highest interest that can be charged in Washington (1% per month), this fee should be no more than $9.13.
  

  The owner states that I have an outstanding balance of $1,103.25, but this amount includes $314.52 in usurious charges. As I explained above, the most this balance could be is $756.11+$7.56+$7.64. Further, RCW 19.52.030 states that the most Morgan Handyman can recover on a usurious contract is the principal (e.g. $756) minus the usurious charges (e.g. $314.52).
  

  I have not been provided the courtesy of a response to simple questions about the warranty process. I have asked multiple times-- how does the warranty process work? Would you potentially offer a monetary off-set? (In fact, I havent received any acknowledgement of my concerns regarding the workmanship. Not even, Im sorry to hear you arent satisfied with the work.) The answer I receive is: pay me all the money, including the usurious finance charges, and then Ill happily address your concerns. In these circumstances, I cannot trust that representation, and I certainly cannot pay more than what the law requires.Further, a logical way to address this issue is a monetary off-set. I would certainly accept a reinstallation of all the siding, but no company would do so for free. Therefore, if a monetary offset is to be provided, why would I pay only for the company to reimburse me (an agreed amount)? The fairest way to approach this issue is to reach an agreed amount now. I have sought to do so, and I continue to be willing to reach a settlement that respects **************** law. Thank you. 

  
  Sincerely,
  
  *****************************

  Business response

  04/12/2022

  Everything communicated through the BBB has already been communicated between the business and the customer.  The customer's account remains past due and unpaid as of the date of this response. 

  Customer response

  04/15/2022

   
  Complaint: 16957490
  
  I am rejecting this response because:there is no attempt to address the concerns raised in this complaint. This business is disregarding the law and has engaged in unfair business practices. What is the next step with the BBB?
  
  Sincerely,
  
  *****************************

*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. ↩