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:07/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had a shower remodel done by Handyman Connection. They did a beautiful job. A small repair needed to be done to the threshold of the shower. I was concerned to how they were going to remove the threshold without damaging other tiles. During the removal of the threshold there was a lot of banging in which two tiles were cracked. The cracked tiles are directly under the threshold. The biggest blemish to this repair was that they either miss-measured the replacement threshold or broke off a corner piece of the tile next to the threshold. Instead of remeasuring and reinstalling the correct tile/threshold they instead patched the tile area (hole) with silicone. It looks so unprofessional, especially in a brand new shower. They said they were going to fix the repair and not to worry about the time frame. I was unable to take anymore time off of work. When I did have a break they did not have time for the repair. So I waited until summer. At this point the front office was not pleasant and everything that was promised was revoked. They said that this silicone hole and tile crack was due to the foundation moving. I am not sure how the office can make such an outrages determination when they have not been to my home. I was very upset at this remark. The original shower was immaculate with no tile cracks or mold. It just needed to be updated. It was a two-toned brown 1960's shower. The cracks and hole appeared immediately after the repair. Again, the cracked tiles are directly under the threshold not next to the floor or surrounding areas. I have called the owner, *****, 4 times without a return call. I would like the owner to return my call and come out and see the issue for himself. He was recommend to me by a friend of his, who has said that ***** is a nice and fair person. With that said, I am not sure why I am not getting a returned call.

  Business Response

  Date: 07/20/2023

  Thank you for providing feedback on your experience. We always want to help our customers whenever possible and fix any mistakes that we make.  Please see the attached timeline for specific details of our interactions over the last 2 years.   We did complete the shower work for you, and we are pleased that you were happy with the result.  The initial crack in the threshold was from shifting or settling of your home. Unfortunately many homes in your direct area have experienced this same issue.  While your initial contact with us to fix the threshold was 9 months after the work was done, that call and that repair do not extend the warranty period.  However, we were willing to accommodate fixing the additional issues you had mentioned and reached out several times over a nearly 12 month period (see timeline) to complete this repair for you, during which we either did not get a response or were told you were not available to schedule. 
  We would like to offer, as a one time courtesy, to come out and fix ONLY the tile that was cracked through the threshold repair.  We will offer a 2 week deadline on this repair that will expire on August 3,2023.  If the repair is not completed by that date, we will rescind this offer.  Additionally, this does not extend the original warranty, there is no warranty on the repair, and we want to make you aware in advance that the grout color on the repair will look different than the original work as there is wear and tear over time on grout which causes color change. If this offer is accepted,we will send you a contract via email that must be signed prior to the repair,outlining the terms and conditions of the agreement.  We hope this offer is acceptable and that we are able to help you mitigate this issue quickly and with satisfactory results. We look forward to hearing from you. 

  Customer Answer

  Date: 07/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I accept the offer with a few exceptions.  I would like to have the tile inside the shower repaired, the one with all the silicone around the damaged tile. My concern is how you are to repair this tile. I am afraid of all the cutting, banging and chipping away that more damage will be done. Can you assure me that this will be done without further damage to the the shower?  Also, I have been trying to get a hold of you for the past 5 weeks and as of today I am back at work. The best I can do, in reference to the two week time period is to be home one day at 2:00 (possibly 1:00) for the repair.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/18/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Hello,I am writing this letter to bring to your attention that I received poor quality service, and unacceptable, horrible, rude, disrespectful treatment. I received from Handyman Connection of ****************. I have attached a letter for your review. (For Repair/Refund) Sincerely, ********************************** ********************** ************

  Customer Answer

  Date: 04/18/2023

  I have attached a email/letter with the information regarding the complaint. 

  If you need copies of the checks that were paid to them, please let me know. 

  Thank you for your support in this matter. 

   

  *******

   

   

  Business Response

  Date: 04/21/2023

  We are always happy to discuss any work we have done and determine if our warranty applies or additional work is needed. With this customer, we confirmed for her the work completed she was inquiring about was not covered under warranty, because it was a home maintenance repair and additionally outside our one year warranty terms of agreement (see attached).  The customer had toilets rebuilt (considered home maintenance repair).  We offered to schedule our Master Plumber, who is our ******************* Field Supervisor and  had originally done the work, to meet with the customer and advise what work would be needed for her toilets.  She declined. We did schedule our other Master Plumber to meet with the customer.  When we again confirmed that we would not be able to re-do the work at no additional cost, the customer became upset and threatened going to media and suing us. The customer then spoke with our Operations Manager, was verbally profane and disconnected the call. All of our calls are recorded and reviewed internally. Upon these actions by the customer, the appointment made earlier in the day was cancelled, and an email was automatically generated notifying her of the cancellation. We would be willing to schedule our Master *******, who originally completed the work, with our Field Operations Manager to meet with the customer and provide estimates on any new work needed for her toilets. A BBB representative is welcome to join this meeting. As noted, the work completed was not warrantied and is beyond our one year warranty.Therefore, we will not be offering a refund.

  Customer Answer

  Date: 04/21/2023

    Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me to meet with the Master plumber, and field Operation Manager come to my home, and check the 3 toilets, that have all broken again after less than year and half of the rebuilt, that cost me $1,305.00 for the three.  This is bad business, to pay that kind of money and have all three needing repair that quick. I asked ***** the plumber when he came out what was needed, and he advise me that the toilets just needed repair. If I paid $100.00, I would walk away, but $1305.00. My home was new when I purchased it and I live alone so the usage is not a lot, something is wrong with the repairs.
  
  Yes, a BBB representative would be a welcome addition and appreciated, however, I will not meet with their operations Manager, (Autumn) she is a bully and a liar. I do not wish to meet with her.
  Thank you for following -up, it is much appreciated.
  I am being treated unfairly and l am being made out to be a bad person which is not true. I have been using this company since 2019 and referred some of my neighbors and friends. I never had a problem until there plumber completed unsatisfactory work.  Most of their statements are not true.
  The Operations Manager did not return my call and when I called back that afternoon at 4 pm, she was the one who was yelling and screaming, she wouldnt even speak to me, and yes I disconnected the call, as she was rude. I am an Operations Manager and I would never speak to a customer/patient that way.  I asked for the office to have the owner make contact with me, they refused.
  I was not notified that the appointment was canceled, and I took the morning off from work. The appointment was for 9:30 am, I called the office at 10:30, just thinking they were running late, thats when I was advised they were not coming. I did not receive an email.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 05/15/2023

  The Operations Manager did not return my call and when I called back that afternoon at 4 pm, she was the one who was yelling and screaming, she wouldnt even speak to me, and yes I disconnected the call, as she was rude. I am an Operations Manager and I would never speak to a customer/patient that way.  I asked for the office to have the owner make contact with me, they refused.
  I was not notified that the appointment was canceled, and I took the morning off from work. The appointment was for 9:30 am, I called the office at 10:30, just thinking they were running late, thats when I was advised they were not coming. I did not receive an email.

  Business Response

  Date: 05/15/2023

  It appears that the complaint is a copy of the previous response from the customer. (it is what was stated previously verbatim).  We have attempted to reach the customer via phone and text to schedule, but have not received a response. 

  Customer Answer

  Date: 05/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

  I have not received any phone calls to Residential # ************ or my cell for texting ************. 

  I look forward to speaking with the business to resolve this matter. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/13/2023

  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.

  Handyman Connection was to come out to my house and pull carpet up from my floors and replace it with laminate flooring. They did but had an attitude the whole time and had previously done my stairs so I thought they would be a nice company to use again. Boy was I wrong. In December of 2022 I they came to my house to complete three bedrooms but they only did two of them and I tried to contact them to get my third room done they never answered. It wasn't until February of 2023 I think that I finally got ahold of them and asked if someone would come look at and fix my stairs because the nose of them are coming off and the wood was split from when they shot a nail gun through them. The lady I was talking to said they would not send anyone out until I paid them $824.00 for work they did not do. I explained to her that I was not paying for work that was not done and then she kept talking about estimates only being good for 30 days which I had no idea what she was talking about. She then tried to tell me that they had been trying to reach me to schedule to finish the last room (which is a lie) and I never answered. Which I would like to see where they called or sent and email trying to get my floors done. This company is horrible ans they didn't want to do my floors in the first place because they said the guy who worked for the company who did my bid for the floors that I accepted was underbidding and they fired him but still had to do my bid with the price agreed upon on the contract. Now I have messed up stairs that are falling apart and the company who doesn't want to fix their sloppy job without me having to pay more money into it. I have no idea what to do and would just like something about this horrible company done.

  Business Response

  Date: 03/17/2023

  We absolutely want to provide customers with high quality work and a high quality experience.  When this does not happen, we want to make it right.  I am attaching the email where we previously offered to schedule the warranty work right away to fix the stairs.  We are more than happy to get that repaired if the customer will contact us with a confirmation of a time that works for her. 
  As far as the remainder of the unfinished job, I also offered to finish this at the originally quoted price by the end of February. The offer was declined by the customer.  If this was a misunderstanding, I can re open that offer and finish the work for her if she will get scheduled in the next 30 days. We look forward to getting this issue positively resolved for the customer

• Initial Complaint

  Date:02/13/2023

  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 hired them to put up a shelf and rod to hang clothes with the full understanding it needed to hold weight. Instead the job was completed with the cheapest materials and brackets that could not hold any weight, knowing the project needed to hold weight as my old wire shelf failed after 16 years. They also built in a weak spot by not using one complete shelf. They improperly put together two boards that created the weak spot where it folded down and in turn caused the improper brackets to bend. They could have bought proper brackets but instead used the cheapest they could get. Profit before good work. They also did not level the shelf properly or support underneath the seam of the put together boards causing more stress on the weak spot. I had another contractor inspect their work and could not believe they could sleep at night. I tried to resolve the issue by having them build it correctly but they only offered me two options, rebuild the same way with me paying for the same materials or they could build a custom closet for ******* dollars which is overpriced. I researched the materials they used and those came to about ******. They charged me ****** for one of the worst jobs ever done. I am demanding a full refund due to the fact they knew what they built would fail by using improper materials and building in a weak spot to fail. They state that the materials are not covered by warranty but that is not the issue. The issue is the horrible work that was done on purpose to fail. I am now having a new contractor build a proper shelf as they have closed my account. I have supporting pictures and a contractor statement on their horrible work by so called professionals. I will be retaining an attorney should they not refund my money.

  Business Response

  Date: 02/15/2023

  ******************** had us come out to look at a closet issue in July 2022. Upon review of the excessive amount of clothing and items he was storing in the closet, we determined that in order to be able to build a closet that would hold the weight he was looking for, we would need to build a custom closet space using multiple supports.We quoted him a price at that time to build the custom closet, and advised him that this would be his best option.He declined the custom closet work and asked us to just fix it with an installed unit. We then prepared a contract for him for $825 including materials and fully advised him that:We could not guarantee that the unit would not fail if he put the same amount of weight on it as previously was there. Per our contract, we do not warranty materials. He agreed to this contract, and we proceeded with the work. We purchased the units, and some higher weight brackets.Our craftsmen installed the closet units per the manufacturers instructions. Upon completion of the project He approved the work and paid us as agreed. When He contacted us later regarding the failure of the unit, we advised once again that we had told him previously this would likely happen from adding weight to the unit beyond manufacturers recommendation. He insisted that it was a workmanship failure. As is our practice, we sent our Field Manager out (who has over 25yrs experience) to review the work. The manager reminded him that he was told repeatedly that he was exceeding any reasonable weight limits in his closet and what his options would be. The Manager then again offered the custom closet option to ******************** who declined the offer. we offered to install a new closet unit he would purchase,at no labor cost, which he declined. We will again offer to install an equivalent shelving unit, with no labor cost, upon the purchase of such, with a clear understanding of weight limitations for the unit. We would like to reach an equitable solution with ********************.

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19386364
  
  I am rejecting this response because: it clearly is a work issue. Attached are the pics showing improper brackets along with two boards put together instead of one solid piece. Also if you put together two boards you have to do it correctly and this is an example of what not to do, amateur work, not professional. No support underneath knowing it has to hold hanging clothes and notice when they mended the two boards, they only did front and back, not even in the middle. I know this from another contractor I had look at this job. They also told me they used cheap brackets instead of the heavy duty ones that was needed and they do not cost much more. This company designs their work to fail if you do not go custom for way to much money. They then charged me ****** for a job so horrible it was done on purpose. They designed a weak point in the shelf so it would fail. I never authorized two pieces of board to be put together. They did this on their own and then lied to me about it being able to hold weight. 
  
  Sincerely,
  
  ***************************