Complaints

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• Initial Complaint

  Date:10/26/2022

  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.

  In the closing agreement for our home, the sellers agreed to pay to repair a leak and some interior damage that occurred prior to closing. They got an estimate from DK3J Handyman Services and paid them directly for the repair to be scheduled by us and completed after closing. When we went to schedule the service after closing in early May, the first available appointment wasn't until Aug. 15, over three months away. On Aug. 15 we were out of town dealing with a family emergency and the appointment slipped our minds. DK3J says they reached out to my husband to confirm the appointment and he did not respond, which is likely because it was a very stressful time for him. I believe I left a message with DK3J to cancel the appointment but they do not have a record of the message. When I called to reschedule the next available appointment was Dec. 19, again over three months away. Additionally I was told that it would be a completely new service call and they would have to redo the estimate for the project on-site which would cost us $80. I asked if the estimate could be redone using the pictures they already had and was told no, even though the original estimate was done remotely for the same job. At that point we had already fixed the leak, so I asked if the $80 could be refunded if the total cost of the remainder of the project was less than the money they already received ($1370.97) and was told no. I asked if the money already paid to them could be refunded (less an inconvenience fee) so that we could just schedule with another contractor and was told that it wasn't my money so we weren't entitled to a refund. I asked if it could be refunded to the seller who paid the invoice and was told no. I asked if the balance could be applied toward another job, since we already completed sealing the roof vent and was told no. She said she would be happy to refer us to another handyman but that they were keeping the money they had been paid whether they do the job or not.

  Business Response

  Date: 11/06/2022

  We were paid by the seller of the property at 1055 **************************************. in ******, ** to complete 2 projects.  Seller paid for the repairs on May 12th, 2022.  We told the Client that we were scheduling projects about 3 months out and would that work with their time frame.  We were then contacted by a different individual, *****************, who said they would like to schedule the project at *******************************************. and that they were moving into the home.  Our text to **************, "Our next available date is Aug. 15.  Let us know."  (May 12, 2022). He replied, "Yes we will make Aug. 15 work. If a time comes up sooner please let us know." (May 13, 2022).  We texted ************** to remind him we were coming on Aug. 12, 2022 a reminder that we would be coming on Aug. 15 at 9 a.m. We showed up for the job on Aug. 15 at 9 a.m. and no one was home. Calls and texts were sent to reach **************, and no one responded.  We asked them to give us a call to reschedule.  There was not a phone call from any anyone regarding this property from May 13th, 2022 until Sept. 6th, 2022. We use a ****** Voice calling system and are able to keep logs of all individuals who call, text, or leave voicemails.

  On Sept. 6, 2022 we were contacted by a different individual, *******************, via phone call with voicemail asking if we could call them back wanting to reschedule job and also trade work they had already completed for other projects.  We failed to call back.  ******************* then called us again on Sept. 29th and left a voicemail again asking to reschedule project.  We returned the phone call to ************ on Sept. 29th, 2022.  Within the lengthy phone call, we offered to come out and re-estimate the job and schedule a time to come and complete the project.  Our next available date was Dec. 19th. ************ asked for a refund, to which we responded that we would be happy to reach out to our original client if they were requesting a refund.  

  We have been in contact with the original Client who contracted with us to complete the job. 

  
  

  Customer Answer

  Date: 12/14/2022

   

  I would like clarification of whether or not the $1370.97 has or will be refunded.  The job has not been completed and DK3J has made it clear that the money will no longer be applied toward the project that it was intended for so the payment should be refunded.  

   

  Thank you,

  Kassy

  Business Response

  Date: 12/14/2022

  We have already reached out to our Client--the former owner of the home at *********************************************. on this matter.  We do not owe persons ***************** and/or ******************* money as this matter has already been resolved with our contracted Client.  

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18312355
  
  I am rejecting this response because:  DK3J has agreed to refund only $351.28 out of the $1370.97 that was paid to them despite not completing the job they were paid to do.  I have attached the refund invoice where they charge the following fees totaling $1019.69:

  $89.69 sales tax

  $80 appointment fee

  $300 travel and time

  $150 communication (38 minutes of phone calls are referenced)

  $150 administration fee

  $100 materials

  $150 legal fees

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