Complaints

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• Initial Complaint

  Date:10/06/2024

  Type:Product 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 early May 2025, I contacted Handyman Connection to build a set of stairs and concrete pad for my patio. On 5/14 Handyman Connection scheduled an appointment for a handyman to look at my project. The handyman drafted an invoice on 5/28 for a cost of $1,600 for the project, and I wrote a check for $800 to the handyman per his instructions. The handyman completed part of the steps and we discussed upsizing the concrete pad. We paid the handyman an additional $1,500 ($2,300 now total) for the work he did on the steps and additional size of the concrete pad. The handyman then never returned to finish the work. The handyman refunded us $300 of the money owed. The company claims that they have no obligation to refund us the remaining amount since we paid the handyman directly, even though we believed the handyman was operating as an employee of the company.

  Business Response

  Date: 10/07/2024

  The bottom line is Mr. ******* knowingly made a side deal with the craftsman to pay him directly and not involve Handyman Connection. There is proof of that. The side deal went south between them which was a risk Mr. ******* assumed when he made the decision to go around the business for his project. The lack of ethics and good faith in this ordeal has consequences. The craftsman was let go and we advise caution to contractors ****** solicits bids from in the future.

  Customer Answer

  Date: 10/08/2024

  Complaint: 22387998
  
  I have reviewed the business' response and am rejecting it because:
  
  Despite providing all of our correspondence and evidence of communication with the employee, the business owner refuses to help as he believes we paid the employee directly to save cost on our project. The owner admitted this employee stole from other customers as well. There are no proper risk management practices within the company to prevent this from happening, such as an online payment portal (to send funds directly to the company) or even a simple follow through with customers from the office after an employee is sent to a project. I believe the company should be held responsible for properly vetting new employees before they are sent to a project, and the company should compensate customers for damages an employee has clearly caused.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 10/13/2024

  We paid the handyman directly for the project per his instructions, and did not realize he did so to funnel money away from the business. The company claims they have no legal obligation to finish our project since the employee was paid directly. We sent all of our communication with the employee to the company, which shows we did not intentionally hire him on the side. We have learned this employee also stole and did not complete projects for other customers as well. We have paid $2000 so far and just have the steps completed (no handrail, spindles are misaligned, and no concrete pad). I tried to propose a partial refund of $600 to the company which they did not accept.