ComplaintsforMr. Handyman of Waukesha

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached email to the owner of Mr. Handyman of Waukesha for a summary of our issues. The company performed faulty work, which we had to fix, damaged our tub, took our property and hasn't repaid us for that property, failed to provide any warranty information for weeks after the job was completed, and has not provided any warranty support since the time they actually sent the one sentence "warranty." The check that they claimed to issue to repay us for the property their ******* took with him was never received. The owner has been completely unresponsive to my email. We are seeking a partial refund of at least $500 to cover the time it took for us to repair their work, for the damage to our tub, and for the cost of the property taken by their *******.

  Business response

  09/21/2023

  We did the work on 08/25/2023 where the customer signed a document that let them know that there is a warranty. The customer called us on 08/31/2023 6 days after the work was done to inform us that her and her husband had to add more glue to the shower stall that was installed on 08/25/2023 and clean up the old caulk and grout. When I asked her why she waited so long she said she didn't know there was a warranty. She has used us in the past and first time customer are told that we are licensed, bonded and insured and that we have a warranty. We have a script that is given to our customer service representatives. If a customer is unhappy especially a repeat customer why would they not call to say something is not right, let alone wait 6 days to call us to ask for money back. We honor our warranty because we stand by our work. The money was sent to her for her shower hardware. 

  Customer response

  09/21/2023

  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.

  This company has provided no offer to me, and this compliant is not resolved.  I provide the following in response to the business: 
  
  As I explained on the phone, we did not receive a copy of the invoice or any notice of warranty information until weeks after the job was "completed," and only after I had called you multiple times.  We did not decide to escalate this complaint until we realized that you and your ******* had lied to us about the work that was completed, had taken our rebuild kit with him when he left, and after fully inspecting the damage to our tub. I provided pictures of the damage to our tub, which you admitted verbally on the phone was an error on the part of your company.  Yet, you have never offered any type of refund, have never offered to send someone out to inspect, and have never offered to repair the damage. You have lobbed unfounded legal theories at me, which, as I have explained, do not apply to a "repair," rather than new construction or a renovation.  You cannot rely on a warranty of which you never provided us a paper or pdf copy until long after the fact, and in fact, you have never actually fulfilled any part of the warranty you claim should have applied.  We have a baby, and need the bathroom to function so we could bath her.  If we had not injected new adhesive behind the tub surround to fix your bad workmanship, we wouldn't have been able to bath her for weeks. But that is only part of issue (i.e., theft, lying, poor workmanship, and damage), as I have explained at this point many, many times, including to your owner who again, never responded to me. As for the alleged refund for our rebuild kit, that check has not arrived.  Based on the multiple promises you made to call me back -- which you never did even once -- I am assuming that the check is not, actually, in the mail. 

  I again reiterate our demand for a $500 refund to cover the costs of the damage, the theft, and the time it took to repair your back workmanship. 

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

  Business response

  09/21/2023

  Just to reiterate.

  1. 8/25/2023(Friday) Work was done and your husband sent a text that night Thanks again for the work on the bathtub insert today. Just to confirm, did you replace the stems on the fixtures? 

  2. 08/28/2023(Monday) I responded with Yes everything was done after speaking with the technician as I did not know what stems meant. Clearly that was not true as you and I spoke about that.

  3. 08/31/2023(Thursday)-Is when you responded with the work of the panels and other complaints, again why not say something that morning when responding with Thank you. You were told that the owner and myself were on vacation and      returning 09/05/2023 the day after Labor Day

  4. You told me you already did the work which nulls any warranty, including the supposed scratches caused by us.

   

   

  Your husband signed off on the work before and after as you were not there.

   

  Customer response

  09/21/2023

  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.
  
  This business is lying.  I never told them that we fixed the scratches.  And we haven't.  I have a text from them stating that they would send a company to fix them, and they never followed through.  They did not provide us with any warranty information until two weeks after the work, and after multiple phone calls, texts, and broken promises to get back to us.  It's also, apparently, a one year warranty, so it's obviously still in effect.  

  What is our next step here?  This business is being unethical, untruthful, is claiming we should have abided by a warranty they did not provide to us at the time of completion, is not fulfilling their warranty now, and has not repaid for property they took from our home and we had to replace. 

  [Please type your response here.]
  
  Regards,
  
  *********************

  Customer response

  09/25/2023

  Thank you for the information on your process. Since it appears this company is not willing to resolve the issue, pay for damage, or make good on their own alleged warranty, please close and post this complaint as unresolved. To be clear, I do not accept this company's responses, particularly as they are now making things ** in an effort to appear in the right.  The only final note I will make is that we did, finally, receive reimbursement for the property their technician took from our house. We have not received any compensation for their bad work, or damage to our tub.

*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. ↩