Complaints

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:30/05/2023

  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.

  I have been dealing with Handyman Connection for two years. We signed a contract and paid an $8000 deposit for them to renovate ********** and two decks. The agreement was that they would complete it within 2-3 weeks, and we would pay the remaining amount of $4000. We're now two years into the project, and we're still not done. We have complied with everything, yet they are coming back to ask for $7500, to compensate for all the mistakes of their handyman. We have contacted and met with them on numerous occasions, only to be met by opposition and unprofessionalism by their project manager. We have now brought this to the attention of the franchise owner and owner, only to be met with more opposition. We are asking them to adhere to the legal contract we have both originally agreed upon. To complete our decks and garage according to what was quoted. We should not have to pay additional money for the mistakes of their employer.

  

  Business Response

  Date: 09/06/2023

  Hi 
  
  We are in the process of this complaint and in touch with the client via emails and solving problems to satisfy her project complaints
  
  Thanks

  Customer Answer

  Date: 17/06/2023

  
  Better Business Bureau:
  
  Handyman has made the process incredibly arduous. I have communicated on multiple occasions on how we can proceed to rectify their mistakes in a reasonable manner. Unfortunately, the owner is only interested in making money, and not doing what is right. They have ******* broken contracts on multiple occasions. 

  I am currently in correspondence with ****** *******. I want to share my story with the public to ensure no one has to endure such stress, *********** and ***** like I have. 
  
  Sincerely,
  
  *************

  Customer Answer

  Date: 29/08/2023

  Handyman Connection has yet to resolve this ongoing dispute from two years ago. We have a legal contract in place; specifying all the areas they need to complete. Not only have they refused to complete the work, they are demanding for more money. 
  
  They have operated unethically and unprofessionally. I have reached out on numerous occasions demanding them to comply with our legal contract. Still awaiting for a response.

  

  Business Response

  Date: 19/10/2023

  We had appointed another handyman of this project and now we have completed the project as per client satisfaction.

  Customer Answer

  Date: 30/10/2023

   
  Complaint: 20117523
  
  I am rejecting this response because:

  Handyman Commection continues to practice misconduct. They  are pursuing me to pay an additional $1260 for extra work. This so called extra work was clearly detailed in our contract, which they are contractually obligated to complete. Therefore, charging me an additional $1260 is blatantly fraudulent and unethical. 
  
  Regards,
  ****
  

  

  Business Response

  Date: 08/11/2024

  She is satisfied with the work and we will not further pursue the remaining balance.

• Initial Complaint

  Date:08/08/2022

  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.

  On February 15, 2022 I signed an estimate approval with Handyman Connection Vancouver for some work to be done at my townhouse. The estimate that I approved was for $6615.00. On February 17, 2022 I transferred $3000.00 to ****** **** **** (Handyman Connection Vancouver) as a deposit. After a couple of days of work, I called the office because I was concerned with the quality and care of workmanship being performed. Initially, I just wanted a manager or other qualified professional to come out and inspect the work but the office manager refused. I refused to let the workman continue and decided that I wanted a different workman altogether to complete the job. The workman who was sent was unprofessional, disrespectful, dismissive and as I later found out, not a red seal certified carpenter. I found my laminate floor and a baseboard heater damaged and I spent 2 weekends cleaning up drywall dust. Also I paid the workman for 28 sets of spindles but 4 sets are missing. The company agreed to refund this to me but only after I paid a "final bill." After many, many frustrating phone calls and emails, the company did eventually send out someone who apparently was not employed by them but was willing to look at the work to make an assessment. He agreed with all my concerns completely. Unfortunately, he would not agree to do the work until I had paid the extra money that Handyman Connection wanted before continuing. Over the months, I have received different and changing invoices with items added that I did not agree to. I have tried to send registered mail to the company but I had no response. I have paid the down payment for the project and don't feel I should be extorted out of more money in order to get the project completed properly. I have had to leave out many other details due space for this complaint but suffice it to say this has been THE WORST EXPERIENCE EVER.

  

  Business Response

  Date: 31/08/2022

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

  
  In response to your complaint, I have gone through the whole case scenario to understand your concerns. I feel the total scenario is just a misunderstanding between you and the craftsman Mr. H******. First of all, I would like to confirm that Mr. H*****i is a skilled craftsman with over 10 years of working experience. But as you were not satisfied with his expertise we agreed to your concern and sent another Handyman Mr. A**** to your place to have a look and inspect the work done on behalf of Handyman Connection Company. With all the discussions with Mr. A**** related to the situation, we only asked you to clear the balance payments so that we can clear the dues with Mr. H*****i and complete the project by Mr. A**** within the estimate previously provided. We had tried our best to cater to all your concerns but it was lack of co-operation from your side that delayed the project to this extent. As a company, we have our own certain policies that we have to abide before proceeding the work under one craftsman to the another.
  
  I would like to bring to your kind notice that the whole project was estimated at the total of $7350 and it is the company’s policy to take 50% of the total as a deposit before the commencement of the project. In regards to your demand of refund for the cleaning of drywall dust and some damages that occurred during the project, you should understand that these services are provided only after the completion of the project. We as a company always make sure to satisfy the customer after the completion of the job but you adamantly stopped the project in between that resulted in all the chaos. Afterwards, you stopped the conversation with the company’s customer representative and suddenly after the span of two months you sent us this complaint. It is clearly stated in the estimate that it is valid only for 90 days and you have already passed this time.
  Despite all this, for the company’s goodwill and customer satisfaction we are still ready to complete the project with the same estimate previously provided. We can arrange Mr. A**** to complete it repair all the damages without any extra charges. In the end, I would say that the misunderstanding during the whole project created stress and loss of money to us as well but being professional we are still ready to complete the job for you. We look for to your co-operation and positive response from your side.
  
  Thanks

  Customer Answer

  Date: 16/09/2022

  First and foremost, this “scenario” is not just a misunderstanding.  It is not even between myself and the workman you sent to my home.  This “scenario” is between myself and Handyman Connection Vancouver.  The actions and behaviour of an employee are the responsibility of the employer, Handyman Connection Vancouver. My concerns about the quality work done are not a “misunderstanding.”  The workman sent to my home was not a red ticket certified carpenter and I provided you with photographs of the work.  You did not agree to my concerns let alone cater to them. As previously stated, I initially asked your office manager to send out a manager or other qualified professional to inspect the work. The manager refused outright.  The office manager wanted the workman to complete the job before addressing any issues.  After many phone calls, emails and texts, over many weeks, your office manager would only agree to send another workman to inspect the work done to that point, if I paid an “outstanding” balance.  I did not pay and I believe the workman came back of his own accord to do the inspection.  A company that acts professionally and puts customer service first would have listened to my concerns and immediately responded address any problems.  It would not instead blame the customer.  I did not cause the chaos and stress.  I simply made a phone call to express my concerns about the work being performed at my house.  As for your internal company policies with regard to your workman, they are not relevant. My contract is with Handyman Connection Vancouver.  The project was not estimated at $7350.  I have the contract and proof of signature for an estimate of $6615 for which I paid a deposit of $3000. As well, I did not stop communication with Handyman Connection.  I mailed a letter.  After waiting, I then I sent registered letter on July 14, 2022.  Canada Post delivered it on July 18, 2022, at 10:21 in morning.  I then gave you an appropriate amount of time to respond, and when you didn’t, I contacted the Better Business Bureau.  On August 4, 2022, I sent a complaint to the Better Business Bureau.  I again waited for a response, which I finally received after almost a month. 
  
  Under the law, certain terms are implied in all service contracts. The company must:
  
  -use reasonable care
  -do the work in a "proper and workmanlike manner"
  -use materials of reasonable quality
  
  If you hire someone to perform a service, and the work is badly done, you can argue the service provider broke one of these implied terms of the contract — for example, they               didn’t do the work in a “proper and workmanlike manner.” 
  
  Your website states the following: At Handyman Connection, we’re committed to providing you with dependable and skilled handymen, first class workmanship and exceptional customer service!
  
  If Handyman Connection Vancouver is concerned with customer satisfaction then my expectations are as follows:
  
  -That Handyman Connection Vancouver agrees to send a qualified red seal certified carpenter to complete the contracted job, repair all damages without any extra charge, and refund cost of missing spindles and address the issue of the cleaning up of drywall dust.
  

  
  

  

  Business Response

  Date: 21/10/2022

  Hi *****,

  We agree that this matter is between the client and our Company and this should not be ignored the other subcontractor A**** F*****, that we sent is also from our company as well. We were ready to provide you with all the services over again with all the demolition and starting from the scratch with any of the extra money apart from the estimate we have provided, we were also ready to fix the problems that the initial Handyman created without any extra charge. In the matter of refund, we provided you with the refund of the lost materials as well. In terms of the refund you demanded and regarding the cleaning of the site which took 4 days, is not the part of our estimate and it could even be done after we complete the whole services. All that I have listed here, is what we were ready to compromise just for the sake of provided you with the satisfaction that everything will be taken care of under the Handyman connection and to assure you that it's all our Headache now. But, before take all this matter to the company's responsibility, we just asked the co-operation from your side as well to close the first deal with the Handyman and provide some of the deposit (which was the part of the estimate) so that we can start the second deal with other one of our best Handymans and complete the project as per your satisfaction. Due to uncooperative and your disinterest to proceed with the completion of the project, the whole scenario has come up to this stage. This whole project would have been completed long before if you could have co-operate with us the same way as we were cooperating with you.

   

  Thanks

  Customer Answer

  Date: 29/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  You characterize me as "uncooperative."  I find this extremely offensive.  I made a phone call to express concerns about the work being done at my home and that does not make me uncooperative.  It is, in fact, my legal responsibility to advise you of any concerns I have as soon as possible.  I did this.  Any "headaches" you have stem from how you chose to address my concerns.  I do not need to sign a new contract with you. I already have a signed, legal and valid contract with Handyman Connection Vancouver.  I expect you to complete that contract and conduct any repairs with a qualified red seal certified carpenter.  I await your response.

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