Complaints

This profile includes complaints for Morgan Handyman & Remodel, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Morgan Handyman & Remodel, LLC

  5720 220th St SW Ste B Mountlake Terrace, WA 98043

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  Morgan Handyman & Remodel, LLC

  PO Box 74 Mountlake Terrace, WA 98043

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:01/05/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 01/18/2023

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

  Customer Answer

  Date: 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,
  
  ***********************