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:04/12/2023

  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.

  In Dec 22 I hired Gillespie Handyman to work on my three bathrooms. After several months the grout was cracking between the tiles in all three rooms. I contacted them and they sent a contractor for warranty work. Soon after the warranty work was completed I noticed the grout cracking again and the paint was bubbling on the walls in one bathroom and it was falling in to the shower when the water was running. I contacted them again, this time requesting that someone come out to assess the damages. I was told that they would send someone out for warranty work in the winter.On 4 Dec 23, the contractor who was assigned the warranty work came to my home to ***** the job before going out to buy materials and noted the following deficiencies:1.Main floor powder room:a.Subfloor not to code b.Gaps between tiles not large enough for sanded grout c.Tiles moving due to air gaps d.Uneven tiles 2.Ensuite bathroom:a.Gaps between tiles not large enough for sanded grout b.Tiles moving due to air gaps c.Uneven tiles 3.Bathroom (completely renovated)a.Wrong subfloor material used for tile type b.Gaps between tiles not large enough for sanded grout c.Tiles moving due to air gaps d.Uneven tiles e.Shower walls not properly sealed against the wall ************* were not properly prepped for painting The contractor contacted the office outlining all of the work that was required and they gave him 2-3 days to complete the tasks, which he said was not enough time for all of the work that needed to be completed. He notified me that he would not be accepting the job and that all of the warranty work was a result of poor workmanship and not quality of the products that I had selected. He told me that somebody new would be assigned to complete the work and that they may be sent out the same day, but I would need to coordinate this with the office.Requesting intervention from BBB to contact the company for resolution as they are no longer communicating with me.Thank you.

  Business Response

  Date: 08/12/2023

  We appreciate you bringing your concerns to our attention, and we want to assure you that we take your feedback seriously. This complaint was initiated within 24h of our team being at your home, trying to offer a resolution.

  We would like to highlight that our team has been in consistent communication with you, addressing each of your concerns within 1-2 business days. Our commitment to customer satisfaction is of utmost importance to us.
  Initially, we proposed a solution involving repairs to address the issues you raised. However, we understand that the situation has become more complex, and we recognize the rising emotional response surrounding the repair process. In light of this, we have offered an alternative solution, suggesting compensation as an alternative.
  It is important to note that the repair falls outside the scope of our standard warranty coverage. Despite this, we are committed to finding a fair and reasonable resolution to the situation. We await the client's acceptance of our compensation offer. 
  

  Customer Answer

  Date: 15/12/2023

   
  Complaint: 20956535
  
  I am rejecting this response because:

  Since the contractor walked offsite due to a conflict with the *********** I approached this in a kind and respectful manner. Despite this, GHS had consistently referenced their zero-conflict policy and accused me of harassment for trying to contact them when their contractor abruptly refused the work, citing that the patchwork they expected him to do was unethical due to the work required to fix the problem correctly, based on decades of experience with this type of work. 
  
  GHS is making conclusions regarding harassment predicated solely on missed calls. The project coordinators were screening their calls after the contractor refused the work. The screening became apparent after receiving an email about the calls, deeming them non-emergent. I could only reach someone by calling the general info line, where I got a call centre. I requested not to receive my response by email, asking to urgently speak with the business owner to report the issue of the contractor leaving. I am still waiting for the call. 
  
  I initiated the BBB submission after being accused of harassment for urgently trying to reach their office without success. The day following the BBB submission, the company voided my warranty despite their contractor indicating that the issues I was experiencing resulted from poor workmanship. GHS proposed providing $1000 in repairs in exchange for removing the BBB complaint. 
  
  The proposal and voiding of the warranty occurred after GHS had sent a contractor out in August/September to fix the issue for which GHS sent the third contractor. GHS' willingness to support the initial warranty work and the follow-on warranty work with a second and third contractor does not indicate a warranty issue but again speaks to the workmanship of the initial renovations. 
  
  I request that the work be completed to a professional standard or a complete refund for the original job so I can source a reputable company to complete the work to a professional standard.

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