ComplaintsforBayview Home Services & Remodel

• Initial Complaint

  11/23/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contract them and they didn't what they said and wrote they going to do. Missing trim and they refuse to put the trim where missing. They didn't paint the ceiling. I contract to paint the walls, not the floor. They come back and gave the piece of trim, but not put the trim were missing and not cleaning the floor where have paint. I called and they block my number. They didn't finish putting the caulk around the window and doors, leaving one big space. They came late and work until 9 pm. I contract them to repair the drywall and paint the wall and ceiling.

  Business response

  11/26/2021

  Please see attached original contract agreed upon by Bayview Handyman and customer. 

  https://docs.google.com/document/d/15m-ZnQ8PuGs3eqjZN9XSoCCXwLwkfFIdenflfB3VH8s/edit?usp=sharing

   

  1.)We arrived on time agreed to on Monday and Tuesday November 15th and 16th at 1:45pm Monday, and 11:00am Tuesday working until 9pm both days.

  2.) It is stated on the contract the bedroom ceiling is NOT included. The living room ceiling was painted with 3 coats, because of the original damage, the customer was made aware that the tone would be different unless the whole ceiling was re-dry-walled, she agreed that painting over would be fine. We did not include the bedroom ceiling being painted in the contract, however, we did this free of charge when we arrived since we had the ceiling paint and we had to wait for the other paint to arrive.

  3.) We had to remove the front door k*** of her home when her and her daughter locked themselves out, and we replaced at $52.00 door k*** with lock for free. Average cost of a lock ***** is $275.

  4.) It was brought to her attention twice, that there was myriad old, dried paint splatter on the floor, the color of which was yellow and white, and that we are not responsible for that, however we stayed late to scrape and chemically remove all the spots we found after taking up our plastic sheeting for the night. Again at no charge. 

  5.) Customer had no paint on site at time of arrival.

  6.) Customer had no trim upon our arrival. I left to buy trim, at a cost of $211.16, she did not pay for it. When asked to pay, she told us "oh I feel that should be included", since there was a language barrier we let it go and covered the cost.

  7.) Drywall repair was not included in contract, nor was drywall sanding. We completed both projects at no charge to her. Typical cost for that would have been $425.

  8.) The customer, her roommate and her live in daughter would both pleased and very happy the night we finished. The customer spent 20 minutes looking at every detail and signed off on the the "Complete Satisfaction", and then we discounted the job another 6% for cash payment, for a total of $2060. She happily paid and asked about 3 other projects she wanted us to complete.

  9.) 5 days later, November 21st she called to complain about the trim. We went back on November 23rd intending to satisfy her complaint.  We set up saws, air hammers and other tools to complete the small trim job, and brought solvents, brushes and rags to re-scrub the floor. 

  10.) Upon arrival at 1pm the 23rd of November she immediately began demanding we re-paint the living room and paint the bedroom ceiling. She then wanted all the trim replaced, or painted a brighter shade of white when the contract states that the trim would be pre-primed and paint-ready, we would not be painting the trim as this would be an additional charge. She wanted additional trim in the kitchen and hall way. She wanted more repair work on the front window. She demanded this be done at no charge, when this was never agreed to, verbally or in writing.  

  11.) We felt she was holding us hostage with the threat of a bad review on several web-sites, so we politely handed her the 22 inch piece of trim we purchased that day, again at not charge, and told her that we did not feel this was fair.

  12.)She had began to contact us 17 times in 1 day, with changes in the time she wanted us over, asking how long the work would take, asking if we could get it done in an hour, ******* us to get over to her house due to an appointment, then cancelling her appointment, telling us it should only take an hour, then saying we could stop at her house twice that day to get it done, we had to get more trim (even though the contract states that she will have it ready for us) and she texted me at 1pm exactly to demand to know where we were when she stated earlier she cancelled her appointment and that we had all afternoon now to get the work done--it was over-the-top and used several different numbers after we blocked her calls. 

   

  Total work completed with no agreement and at no charge to her equates to $963.16, not including 22 inch piece of trim, initial floor scrubbing and 6% discount which comes to an additional $306.12

   

  In our 4 years of business and too many customers to count, we've had 3 complaints, 2 were found to be without grounds and dismissed, this is the 3rd.  We are the #1 Home Services Provider in Bayview and have over 70 wonderful reviews on our Nextdoor page.  Our customers voted us as a gold rated business for our honesty, hard work, ethics and professionalism and we have won Three awards for the way we handle our business.  We feel this customer is being unreasonable and we more than met the obligation stated in our contract.  When she continued to list out things she wanted done that weren't on our contract, we thought it was best to hand her the trim that we had purchased for her and that it would be best to have someone else do the additional work she wanted outside of our contract.

   

  Please contact us with any questions--

  Thank you,

  ******* and ****

  Customer response

  12/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Good afternoon,

  I wrote this e-mail to respond to the answered Bayview ******* wrote about my complaints. In another e-mail, I sent the contract to review and discuss and I will send it again here.

  Above is the contract they send to me:

  Bayview Home Services (Bayview Handyman)

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

  
  

  Customer: ******

  Address: 15th street

  Work description: Various living room

  
  

  Work Provided 

  1. Finish Trim piece (s) around door- fasten door trim kit, cut corners at 45 deg angles, ensure trim fits properly around door, shiming as needed and caulking corners as well as caulking around entire door trim to make seamless transition from door casing to walls. 

  2. Floor Trim- Cut and seam in additional/missing floor trim.  Cut trim at appropriate angles to seam into existing baseboards, fasten to wall, cut corners and transition to doors, vents etc as appropriate, caulk top seam of floor trim to make seamless transition from baseboards to wall.  Fill all nail holes with wood filler. Cust. has existing trim. If additional trim needed, customer to purchase and have ready to install.  Trim to be fastened and caulked- if in white will be pre-primed and paint-ready.

  3. Complete trim around window, cut at 45 degree angles to encase window and complete trim.

  4. Vent for wall. Customer to provide vent. Will secure

  5. Paint walls of living room, paint ceiling - painting walls includes prepping walls, taking off all wall plates and covers, removing and filling and nail holes, painting walls 2 coats of paint selected by customer,  transition to white ceiling.  Provide ceiling with 2 coats of white paint.   ** Customer to provide wall paint and have ready at project start.  Bayview Handyman will provide white ceiling paint and any primer as needed.   

  6. Paint 1 bedroom, not including ceiling  

  
  

   Job Total: $2200.00 Includes labor and material including door/window casing, white ceiling paint.

  Customer to provide: Wall paint for bedroom and living room. If additional trim needed, customer to purchase

  
  

  If paid in cash - 6% = $2060

   

  
  

  We do our best to estimate your project cost as accurately as is allowable at proposal time.  However, as we open walls, expose plumbing, remove lumber, etc... Sometimes unexpected issues arise.  If additional work is needed for Bay view Handyman to progress and finish the project we will alert you immediately and ask permission to proceed.  If something unexpected should arise, we commit to discussing a plan and any additional cost that your project may incur.  At the end we are 100% committed to your satisfaction. 

  
  

  If material is not onsite and ready at project commencement and Bayview Handyman needs to pick-up material for customer, ******************************************* does have the right to charge $125 per trip fee and for loss of labor time when work is stopped or delayed due to missing material.

  
  

  Methods of Payment: 1.) Cash   2.) Certified Cashiers Check    3.) Postal Money Order. If you need to make a payment VIA credit Card, please notify us prior to the commencement of the project. Unfortunately due to non or phony payment methods along with many other issues, personal checks are NOT ACCEPTED.    If payment via check is your only option, please notify Bay view Handyman before work begins.  If an exception is made, we must verify funds prior to commencement and we will only accept local bank checks.

  
  

  We transact all business honestly, with clear communication to our customers. We operate our business with "good faith" agreements, and ask only that common sense practices be reciprocated. 

  Our business is only as good as our work and our word. If at any time you have concerns, need to make changes or have suggestions please let us know immediately so we may take corrective action. 

  
  

  Open and honest dealings, plain talk, and good-faith agreements are the cornerstone of our relationships. This helps keep prices fair, workmanship to high expectations, and customers satisfied and returning.

  
  

  Thank you for supporting our local, Bay View Business!

  
  

  ____________________________________ Date: _________________

  D. Michael ************************** dir="ltr" style="margin-top: 0pt; margin-bottom: 0pt; line-height: 1.2;">BAYVIEW HANDYMAN *************

  
  
  

  ____________________________________ Date: _________________

  Customer Signature

  
  
  
  I am going to explain in more detail what happened. On the base of the pictures I sent, you can see even the job was written in the contract wasn't done and we discuss that 2 times plus ****** of they work too was addressed but without complete the job was to agree on both parts.

  In base on the written contract, you can see by the pictures that the caulking around the entire door and window wasn't finished and done.

  The whole ceiling of the living room wasn't painted, you can see the pictures where I had some old plastic stick on there and the shades that do not match. 

  The vent for the wall was also forgotten. I see that and they promise to come back another day and for courtesy will bring the vent, but I had it.

  The verbal contract was that the drywall is prepared to paint by the path the existence of the hole and sanding to make the drywall prepare to paint and this was mentioned in preparing the drywall to paint and paint the ceiling also. But we can see wasn't patch the hole of nails and sanded. Instead, they sand some parts and was another to make dust all over and plus use without my authorization my ventilator and put dust all over my ventilator also. When I came back from the appointment they damage my motion alarm system in the living room by took out from the wall without asking me. As you can see also in the picture.

  They did caulking around the entire door and also the entire window. Just only some parts at the sides only not on top and in the borrow, like as in the pictures. 

  I almost canceled the job when they were ready to arrive because they invention another **** by said have some hole in the bedroom needs to patch and sand, but no have it and at this time I confirm with them they going to finish the drywall by patching and sand it to make ready for paint. I express that I don't want to paint on top the drywall wasn't finished. And this doesn't happen they paint at night where I can't see clearly if my request was addressed. The living room only have one lamp and was dark. That's why I want them to come early because the sunlight we can see and they can work better, but they just don't want to do the right way and instead do a shortcut but save their time. I felt frustrated and hopeless because when they were working I complained the ceiling of the bedroom wasn't painted and he lied to me by saying the difference of the painted is because have to dry and no going to show no difference after dry, but wasn't wet. I also complained that missing caulking around the window and he put half caulk as you can see in the picture. On top of the window and the door, you can see no have no caulk instead have a big gap between the walls and the trim. The trim around the doors and windows was there. No had to buy. Just the trim around the floor.

  The trim in the floor that missed, they forgot, because was took out the old trim and the wall was painted in white. Another place that is part of the living room wasn't put the trim also. In 2 places the trim was missed. 

  They refuse 2 times to finish the job. The first time was when the man was here by lying and doing the shortcut and the other time was when I complained by texting and the other time when they came and gave me the piece of trim and said absolutely nothing and left without addressing my complaints. I felt disrespected and frustration, because I have to pay another person to finish the job was in the written and verbal contract. I decided to complain to BBB and see if they can mediator our agreement and instead I see only lies and denied. I don't expect they came and finish the work because I already complained when he was working and the job wasn't done. I taught was done but the other day, when the sunlight was on my living room and bedroom I see the problems I mentioned.

  That I decided to have part of my money back for I pay for another person to finish what they support finished.

  About the door *** they destruction my door ***, because they left without telling me. I went to eat 2 blocks from my home and asked them if they going to stay here for more than 2 hours and they said yes, but they left the time we came and I was looking out. He voluntary gave me the door ***, but I said I am going to change my looks when my roommate left the house and she will live in a couple of weeks and at this time I can send back his door ***, but he said doesn't need because that **** *** was extra in his house. I still give back his door *** if he wants to. He does "extra" favor, but the job was contracted wasn't done and this is a fact.

  At night was dark when he said he finished the job and I agree to pay without inspections because have to have sunlight to see clearly the job there have done and I decided to give a credit in base what I saw in the reviews on the website Nextdoor.org. I used the referral from this website for plumbing and electrician and did not have any complaints about it, but for the drywall, I didn't have any referral direct instead I see on the advertising of others where they vote in Bayview *******. I should wait for someone to write directly for me by giving me a referral and not believing in advertising.

  They lie when they wrote about setup saws, and hammers, and other tools. They already know by my texted message I complained and they only gave me the trim because I paid for it. I paid for the trim ******************************************************************************************* the picture.

  This was another lied. 

  My roommate told me they never come back because I paid for it and that is what happened. I said they will come back because they have a good review in Nextdoor.org, but now I can see the truth.

  I believe one company can't go further if no have good customer ********************** by listening to their customer's complained and recognized their fault and fixed to have a good review and consequent event more customers. Isn't disrespecting the customer by lying and denying you can give the right treatment the costume will deserve. I paid for the job and I deserve it to be done or by refusing to be done at least give the money I have to spend to finish the job. This is without mentioning the money I have to pay to fix the alarm system.

  I hope the BBB can help me with this problem. Or they came here and finished the job or pay me back what I have to spend for I contract another person to finish their job.

  Thank you for your time and assistance. I hope this has a happy end for both of us.

  Attach I sent more pictures of the job was missed.

  Thank you!

  ****** Paiv

  
  

  
  

  
  

  
  

  
  

   

   

   

  If you would like to move forward with the work or have any questions please let me know.  If you do want to move forward, we can go ahead and get your project on our schedule!

  
  

  
  

  Proposal (click on link below):

  
  

  https://docs.google.com/document/d/15m-ZnQ8PuGs3eqjZN9XSoCCXwLwkfFIdenflfB3VH8s/edit?usp=sharing

  
  

  
  

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

  Business response

  12/23/2021

  This person has been through 6 cotractors and has had problems with each one. The problem is with her not us. Lying and threatening is no way to act to try and get free work. This is the final response. Tell us why here...

  Customer response

  12/27/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

*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. ↩