Complaints

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• Initial Complaint

  Date:07/17/2023

  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.

  We hired *** ******** with Finley River Handyman repair to do some painting for our home to get it ready to sell. *** provided an invoice for desired services. From the beginning, *** has complained about little things- refusing to start work (even drywall repair) until ALL shelves removed, he refused to paint a shelf that was not yet dusted, etc. He asked us to have a cleaning company come in so that his work would be easier, and we complied. The cleaning lady was not able to clean the floors like he requested because he had tape and plastic everywhere. I informed *** that she would happily come back and finish the floors when his supplies were not in the way. In the process of this, we decided we did not need him to paint the cabinets, as we were able to get them clean enough, and they no longer needed to be painted. This must have upset ***, because he quit on the job. He is saying 80% of the work is done (it is not even close) and is demanding 80% of the pay. He has made untrue claims about the smell and condition of our home, and has told us he will put a lien on our house and take us to court for the remaining amount. We have already paid him 3,000 toward his fees for a job he didn't complete, and he cancelled the contract with us without warning. He never stated before taking the job that things had to be cleaned a particular way in order for him to take a job, and no warning was given that he was going to abruptly stop work. He went so far as to hotline my family for untrue allegations, and I am having to take off work today to meet with DFS, which he did out of spite alone. He also has called the fire dept to report a gas leak that didn't exist. We would like the 3000 returned since he didn't complete the job he said that he would do, as stated on his invoice. We are happy to pay him for all remaining supplies, but he is refusing to provide these to us.

  Business Response

  Date: 08/10/2023

  Documents, text messages, emails, contracts and photos are uploaded separately - Please see response below. 

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  On 5/26/23 ********* ***** ******** messaged the Finley River Handyman account requesting an estimate to fix up their house (Fig 1). She requested “holes in walls to be fixed, big and small. Replace doors, trim fixed, cabinets painted, house painted.” She did not ever state the condition of the home. On 5/27/23, we confirmed an in person estimate to be conducted on 5/30/23 at approximately 5:00pm. On Tuesday 5/30/23, an in person visit was conducted at the ***** home located at **** * *** ***, Ozark, MO 65721. During our visit, ********* provided a tour of her home, showing me what she wanted done. At the end of our visit, we confirmed that I would provide an estimate for fixing and replacing any damaged trim and painting the trim, at this time it was every single doorway, window and entrance that needed fixed. We discussed painting all the walls and repairing drywall as needed. We discussed painting the kitchen cabinets and bathroom vanities. We discussed power washing the exterior of the home. Lastly, we discussed replacing the primary bathroom exhaust boot on the roof. The secondary bathroom vanity needed repairs due to a broken drawer and the bottom of the vanity rotting due to moisture and mold/bacteria build-up.
  During the walkthrough of her home, there were multiple areas on all walls, ceilings, cabinets, floors that contained unknown very large amounts of substances, including but not limited to noticeable amounts of animal dropping/feces, you could see and smell the strong odors of animals/urine and overall debris and clutter in every direction. While she explained to me that she had 5 boys under age 10, 2 dogs, cats, and several bunnies that all lived inside in cages in the front bedroom and living room areas. The aroma of the home reeked and was ever so pungent you could taste the excrement, mold/bacteria in the air, inside your mouth. Not to mention the unidentifiable debris/dirt, fur, bunny/dog/cat feces that fastened to your shoes as you walked throughout the home. Sympathetic, I felt compelled to help and knew they could clean themselves or hire a cleaning company once they moved out in preparation for the work she requested I do. The reason for the cleaning needing to be done was for the tape to adhere to the floor and walls to prevent the paint from getting on the floor. I was painting the walls and trim a separate color so I needed to protect multiple surfaces. She stated that they wanted this work to be completed after they move out in order for them to sell the home with their Realtor. The night of 5/30/23, I texted ********* at ************ informing her that I was recommending the walls be painted an off white color and provided her an example of a green that I recommended for the cabinets and vanities.
  On 5/31/23, I emailed ********* the original estimate (Fig 2). In the email, I stated that I planned to complete the project in 2 weeks and could start as soon as everything was moved out of the home.
  On 6/22/23 at 7:11PM, ********* texted me asking if I was still available for their job. I stated I was and asked if they were wanting me to perform all of the work or just some of it. ********* replied stating that she was hoping it would all be done for $10,000, they were looking to meet a certain budget. She stated they did not want the power washing or the boot to be replaced on the roof. She also asked if I was okay if they paid in portions and not all up front. I stated that I usually don’t do up front and usually wait until the job is complete. I immediately called her and
  
   she answered. I explained that for a job this big, I would request that at the end of each week, I would request a payment breaking into smaller portions for them. During this phone call we also talked about getting a cleaning company to clean her home before the start of the work. She verbally agreed that this was ok with her and understandable (Fig 3). At 7:35PM, I texted her back the new updated estimate she requested (Fig 3+4). I also told her that I wanted to meet her at ******* located at 500 N Eastgate Ave, Springfield, MO 65802 on 6/25/23 for her to pick out paint and pay for some of the required supplies.
  On 6/22/23 at 8:40PM, trying to help ********* and being understanding of her busy schedule. I texted ********* three (3) references for companies that clean houses. (Fig 5) At 10:12PM, ********* replied stating, “Thanks, I’ll check them out.”
  At this time, I felt it was important to be tactful with ********* when discussing the predicament of her home. She was still my client and I knew the cleanliness of the home seemed to be a sensitive matter for her, so I tried my best each time I talked with her to discuss the professional cleaners. I was trying my best to be empathetic and professional with her at all times. The home should of been labeled as a bio-hazard due the condition and total disregard for the health safety of the children and animals in the home.
  On 6/25/23 at 9:36AM, I texted ********* asking what time and where she would like to meet again mentioning ********* ** *** * ******** and that was the easiest hardware store we both could meet at. At 12:16PM, ********* texted back stating that they were still unloading the house. Stating I could start doing prep work on Monday 6/26/23, but the home wouldn’t be ready to paint this week. She asked if we could meet sometime this week to meet with her husband at ******* to pick up supplies. I replied stating that I could meet them at 4:00PM any day of the week, and I requested they let me know which day. At 7:10PM, ********* replied stating her husband **** could meet me at 4:00PM, Monday 6/26/23 and to remind him I needed a spare key to the home. We both confirmed to meet at Mendard’s at 4:00PM. I informed her of the vehicle I’d be driving and she provided me with her husband ****’s number at 573-219-1707, stating he would be driving a white 15 passenger van.
  On 6/26/23 at 4:00PM, I met with **** ***** at the ********* ** *** * ******** Ave, Springfield, MO 65802. **** stated he did not bring his wallet, he assumed I would pay for the supplies and they would pay me back. The supplies from ******* were tape, plastic, 1-gallon of white trim paint, 1-gallon of blue for cabinets and vanities, and one 5-gallon of off white paint. Totaling $330.14 **** ***** also provided me with a copy key of his home, at that time.(Fig 10)
  On 6/26/23 at 9:59PM, ********* texted me informing me that they would be going “back and forth from the house at night to grab things and feed the bunny/cats till we move them over.” (Fig 6.). On 6/27/23 at 6:36AM, I replied to ********* stating that shouldn’t be a problem and that I planned to start today.
  On 6/27/23 at 4:00PM, I arrived at *********’s home to conduct the contracted work Due to the home not being cleaned out from personal effects along the walls/floors blocking the way for me to start, they were not prepared for paint, I called ********* stating that I could not work due to the house not being cleaned (even after frequent talks, texts with *********) and multitudinous
  
   personal items were in the way, understanding they were busy. During the phone call I told her that I would check back in with her towards the end of the week to see where they were at with moving their personal property from the home. I reminded her again to please have the home cleaned. I had to now push back her timeline due to the home not being ready for me to start my work she has hired me to complete, that also caused me to push back other clients to try to accommodate for the ******.
  On 6/27/23 from 3:54-4:50, I commenced working around their personal items, the home had still not been cleaned or touched since the last time I worked, it was in the exact conditions I left it in previously besides moving personal items. I proceeded to work on the drywall in every single room except the primary (master) closet and two bedroom closets, I could not enter into the primary (master) closet as it was still completely full of trash, debris & ****’s personal items. The condition of the home has continued to deteriorate based on not only the smell but the mold growth that was prevalent throughout the entire home. I could not bring in heavy duty fans or open the windows because of the fear of spreading dirt and fur (or any other substance) into the paint and potentially having to re-do work already completed. The windows did not have screens and every single window in the house was cracked, partly busted out and/or inoperable. They did finally move the large conversation pieces such as the bunk beds, couches, tables/chairs, etc had finally been moved from the home. The rock wall was still up on the living room wall, shelving on the wall, blinds, curtains as well and they still needed to finish the primary closet, kitchen and both bathrooms. While I was there, the smell was unlike anything I had ever smelled, worse than the waste facility plant I drive past by every day in the hot summer. There were items on the walls, floors and in every room of the home plus the home had still not been cleaned or at a minimum swept with a broom or vacuumed. Most of the debris left over from the few things they have moved out, would take a full cleaning crew a couple days of scraping with putty knives the caked on excrement, mold and unknown gelatinous substances everywhere through out and a cleaning crew would have to physically deep clean again after the scraping the walls, floors and ceilings to prep for the work I was to start - all of this needed to be done to have the painters tape simply stick to any surface close to the walls or trim. All I needed was a few inches for the tape to stick and nowhere in the home would it stick to any surface. It was like a scene from stranger things with particular flying everywhere and it left me feeling befuddled and perplexed on where to begin.
  On 6/28/23 at 8:04PM, I emailed ********* our standard contract for her to review and sign. (Fig 7) On 6/28/23, ********* viewed the contract but did not sign it. (Fig 7)
  On Friday 6/30/23 at 2:10PM, I texted ********* checking in on the status of their moving. She replied stating that they “should have everything out and ready this weekend. [She] has about an hour's worth of work left to have everything done except for the master closet.” I replied stating that I would be there tomorrow to start the work. On 6/30/23 at 7:51PM, ********* texted me stating that she had more than an hour's worth of work but that she was getting close. “Everything is off the walls, we just have to grab a few things tonight or in the AM. You can definitely get started though. I’d like your opinion on the kitchen cabinets, they are gross inside and I don’t know what to do with them.” (The above 6/30/23 conversation can be seen on Fig 8).
  
   On Saturday 7/1/23 at 10:42AM, I texted ********* stating that I would not be at their home to start the work due to a personal matter that day, it was a family member's birthday. I informed her that I would be at her home tomorrow 7/2/23 to start. (Fig 9)
  On Sunday 7/2/23 at 10:16AM, I texted ********* stating that I was heading over to her home. At 11:55AM, ********* replied stating that she was headed over to work on pulling out the stove and the garage (Fig 10). At 4:43 PM I texted ********* stating that I was heading home and the doors were locked. At 4:58PM, ********* texted back saying thank you, she also thanked me for helping jump start their van. During the time at her house, I swept, scraped feces, dirt, children's toys (smaller than lego pieces stuck to the ground) sticky goop and other unknown substances from the floor, than I had to wipe everything down in hopes to try to get some painters tape to stick. This was just the debris on the floors in the two smaller bedrooms and hallway to prepare them for tape and drywall repair. Two bedrooms were taped, and the hallway. It took me several more hours of prep work where it normally is only 30 minutes or less. The smell in the home was now nauseating and worse than the yeast fly traps I set out for weeks to catch flies in my personal backyard and the very putrid smell that secreted from the decaying matter, flies, maggots and other bugs as your changed out the traps; this home smelled terrifyingly deathlike and horrendously unpleasant every I would come back. The smell escaping from every vent and wall around the home was at the point of being un-bearable, even with A/C running. I had to strip my clothes and shoes everyday before coming back home to my family due to the smell of the bacteria and mildew in the home I didn't want to bring back to my residence. The fleas were also becoming more prevalent in the home now that it was vacant - the fly tape hanging from the kitchen lights were coated with bugs and every window seal was infested in dead and decaying bugs as well. It was like a scene from Indiana Jones and Raider of the Lost Ark where he goes down into the cave with the spiders, webs and debris everywhere and your not really certain what you are touching.
  On Monday 7/3/23, I stopped at ****** to pick up more supplies for *********’s home totaling $79.89 (Fig 10). On 7/3/23 at approximately 12:05 to 7:30PM, I was at *********’ home. On 7/3/23, I did an initial patch to all the drywall where necessary throughout the entire home - there was not one door or surface area on the trim, walls, windows or baseboard that did not require patching. I also was able to place 1 coat of paint on the following walls: Bedroom 1, Bedroom 2, Hallway, Living room, Entryway hallway, Kitchen, and Primary Bedroom. (Pictures dated 7/3). While I was there, the home was still in the same soiled condition as I had previously left it and no one had been in to do anything inside to clean/sweep or pick up debris, at the very least.
  At 7:27PM, ********* texted me stating that they wanted to remove the door costs because her husband could change the doors. I replied to her stating that I had a contract emailed to her the other day and needed her to sign it. She replied stating, “yes of course. Do you mind sending a new invoice without the doors included? Sorry I hadn’t looked over the price of those specifically. Everything else is good!.” (Fig 11) I replied to her stating I would get her the estimate tonight.
  
   On 7/3/23 at 8:20PM, I texted ********* the new estimate she requested (Fig 12). At 8:55PM, ********* replied, “Hey, we had already talked about the total being $10,000 for everything. So I was hoping we could get it down to 9,250 since we aren’t doing the doors. I sent her a picture of the original estimate, replying that if she looked at the old [estimate], I was replacing the doors for free and it was reflected in the discount. I stated I didn’t mind taking it off the invoice, but I still wasn’t charging for that. (Fig 13). On 7/3/23 at 10:33PM, I again sent an email reminder for her to sign the contract that was originally emailed to her on 6/28/23 (Fig 14).
  On 7/4/23 at 11:58AM, ********* texted me, “Hey, we are good with the old invoice to include the doors and the discount. Could you put a completion date on the contract? I’m sorry I didn’t get back with you sooner, I was working from home til almost midnight and again all day today.” I could not communicate at the time, so my wife sent the following from my phone: “Happy Fourth of July, *********! This is ********, ***’s wife. I also handle the invoices as well as the estimated completion dates. If you don’t mind, give me a call back when you have time weather today or tomorrow. I want to make sure I have everything correct for your contract and your invoice when he’s finished as well as making sure that you signed the contract or have any questions! I am sure you all are on a timeline to get your home listed soon. Have a Happy 4th and we can always talk tomorrow. My phone number is ************. Talk soon!” (Fig 15) On 7/4/23 at 4:29PM, ********* texted my wife ********, introducing herself and stating she was home with all the boys while her husband is out mowing so she would call later in the PM if we weren’t busy. ******** replied stating it was okay and that she would call this afternoon and that if she didn’t answer ******** would call back.(Fig 16). At approximately 4:40PM, ********* called ******** and talked about what she needed to get done with the house and asked what *** could help with. She had asked for her opinion on multiple projects and the value of the home. She relayed to her ******** knew she had told *** she had current representation as a Realtor and that she would be happy to assist her on any other matter other than listing the home, but since she already had Realtor representation that she could not advise her on price/value of the home and didn’t want to step on any toes. They further discussed again the importance of ********* getting a cleaner out at the home to clean up the debris so *** could get the job done in a timely manner. ********* stated she was working on getting someone.
  On 7/5/23 at 9:12AM, ******** texted ********* from ********’s phone, “Good Morning, just sent over your new contract as well as your updated invoice with the completion date of July 31. I left room in there just in case you may have a change order for him or have him do extra work before you get your home listed. Let me know if you have any questions or any time to talk today. We can schedule a time to chat more about your house! Have a good day.” (Fig 17). On 7/5/23 from approximately 4:22 PM to 9:00PM I was at her *********’s home again working on walls. On 7/5/23 while I was at the ***** home, ********* called me regarding her kitchen cabinets. I informed her that they may need to be replaced due to the condition of them including the rotting insides, missing kick plates, and unknown substances all over them. The home still had not been cleaned and ********* never notified me of any sort of cleaning to take place.
  At 5:27PM, I had ******** texted ********* from ********’s phone, “Hey just sent your new invoice over. The contract we sent is based on any invoice we do for you even if it is updated,
  
   you can sign the one in your inbox I sent this morning. It will stay relevant until all work is completed. Let *** or I know if you have any questions.” (Fig 17)
  At 9:05PM, I texted ********* stating that after consulting with ******** (my wife), we stated that she could keep the kitchen cabinets but to get them cleaned and I would paint them. I again reminded her that I need her to sign the contract. (Fig 17). On 7/5/23 at 11:53PM, **** ***** signed the contract. (Fig 18)
  On 7/6/23 at 8:19PM, I texted ********* the total of all the totals of the receipts up to this point totaling $676.74. (Fig 10)
  On 7/7/23 11:14AM, I texted ********* that I was heading back to the property. ********* replied stating she would be over to write me a check. (Fig 19). While meeting with ********* at her home, she then requested another change request. I immediately texted her the updated Estimate, I again didn't charge her for another change in invoices. (Fig 20). While discussing with her what exactly she wanted, she then requested to replace the primary and secondary bathroom vanities. I informed her that I would keep the current price of them because the new order change would increase the total bill. This being the 5th estimate and 4th change of order that we did not charge her for. (Fig 20). The updated estimate also showed that she paid $3,000.00 towards the total bill of $10,000 and $676.00 for the current cost of materials. Again, she was notified that whether she wanted to replace the bathroom vanities or paint them that the price would be the same. Before leaving, ********* stated that she was leaving to go on vacation and would return 7/9/23, I also reminded ********* in person to have a cleaner come out to the home and the cleaning referrals I had sent; I ask her if there was anything else I could do to facilitate and to let me know. The home was still in the same vile condition it was when I was previously been there on 7/4/2023. Still, I choose to be empathetic with ********* and her busy schedule.
  On 7/7/23 at 6:31PM, I sent ********* four (4) vanitiy options that she could purchase at ****** to replace her current bathroom vanities. (Fig 21) At 6:42PM, I sent ********* the following text: “Don’t forget your to do list: #1 Deep clean kitchen cabinets, top to bottom-wipe all cabinets down and scrubbed so the paint will stick, inside/outside and counters. Floors cleaned up as well so the tape will stick. #2 Clean out master closet. #3 Confirmation on bathroom cabinets by the AM please so we can schedule this - if you decide on the vanities. Send me exactly what you want and we can schedule pick up. You can always buy online and I can pickup. Just make sure it is in stock and it comes with the counter. Don’t forget to pick out faucets as well. #4 Deep clean both bathrooms, top to bottom, before we do any install or removal of cabinets or painting. This will make everything on my end easier. Also I recommend changing out toilets in both bathrooms. Just a thought. They are pretty cheap to buy. Thanks! Have a good vacation.” ********* replied asking if we knew of any places that sold larger vanities for less money. She also stated that she had a cleaner coming monday evening to get bathrooms and kitchen ready for me to paint. ********* then asked if we could change out the toilets. She stated the plan “is to paint the cabinets in the bathroom rather than replace. They will be able to see these Monday evening.” (Fig 22). I replied to her stating that I highly advise changing them out- drawers are broken and there is so much damage and deterioration to the cabinet,. I would at least replace
  
   the boys (secondary bath). I also informed her that I could replace toilets and stated that we had hoped to get this finished for her as soon as possible. ********* replied asking if she could get away with just replacing the one (secondary bath), as she could not remember how bad the master bathroom one was. She asked how much we charged for replacing toilets and that they only needed to replace the boys (secondary bath), stating she knew for sure that one needed to go. (Fig 23)
  We returned to the ***** house on 7/9/23 to continue to finish the contracted work. I had taken my wife with me to help do the cleaning as I laid the tape. The home had still not been touched since they moved out and it was consuming so much extraneous time trying to clean or get the tape to stick and/or restick in most all the areas in the home. As a good example, it was like wearing a velcro suit and rolling around inside a doggy day care for a day - all of that excrement came up with the tape or did not allow the tape to stick, even after the cleaning, wiping and scraping I had done. During this time, a neighbor from around the corner stopped to talk with us while we were outside grabbing supplies. She applauded us for taking on such a large task, as we further inquired. She told us about the neighbors all being thrilled the ***** family was moving from the Waterford neighborhood. The unsightly rabbits they used to sell from the front driveway, the constant issues the neighbors would have regarding the smell coming from the home at the street and the unusual amount of toys/bikes, etc. in the front yard, drive way and blocking the public sidewalk and road at times. She had lived in the neighborhood for several years and worked for Rogersville courts. At approximately 1:45PM, my wife and I started to smell a gas smell coming from the laundry room where the hot water heater and furnace was located. The smell became strong and we both started to become disoriented, headaches, stomach aches. For safety measures, at 1:57PM, I texted ********* stating she had a gas leak in her laundry room coming from the furnace or water heater. I told her she needed to call her utility company asap. (Fig 24.) ********* replied stating “Okay, leave the door unlocked and I’ll call them.” I went ahead and called the gas company for them because we still had our equipment in the house and the smell was coming outside. At 2:09PM, I replied to her stating the Fire Department and ***** was coming out. I told her we are waiting for them to get us cleared because both my wife and I aren’t feeling well and light headed. At 2:47PM, I texted ********* a picture of both ***** and Fire Department at the residence. (Fig 24 and picture dated 7/9). ********* replied saying thank you for keeping her updated and hoped we were feeling well. At 3:16PM, ********* texted back asking for an update. I replied, “All clear, the pilot light went out on your water heater which is why it smelt like gas. We definitely aren’t feeling good. The ***** people and fire fighters said that the ammonia smell from the urine is what’s also making us feel this way. So we will definitely have to push back our completion date until the cleaners can come in and get this taken care of.” At 5:21PM, ********* texted me stating if I go back over to the house, do not lock it today or tomorrow. I replied stating, “We already left for the day and locked it. We did get a good chunk of the trim done. I’ll be back on Friday to start back up again. I’d definitely recommend renting or getting an ozone cleaner in there, your realtor can help with that. It needs to run for a couple days. The ammonia smell is overpowering everything including the newly painted walls. The cleaners can move around the drop cloths if they need to. I tried to get up most of the tape where we already painted. If they need to remove any tape or plastic they can, I can re-tape. ***** Gas also noticed what could be some mold
  
   growth in the laundry room today, while she was there checking everything out. (I can handle mold remediation if needed.) Also, ***** gas said to replace the gas line to your furnace, because it was not long enough and was kinking where the connector line meets the furnace. She also noticed there may be an issue with your hot water heater not venting correctly because the connectors at the top are melted.” (Fig 25) At 7:16PM, ********* replied, “Why will you not be back until Friday? We have a cleaner that will be done tomorrow.” I replied stating, “Not sure if you remember our conversation on Friday, I let you know that I was scheduled for a different job on Tuesday, Wednesday and Thursday due to being pushed back a week. And I’m not coming tomorrow at the current time because I do not feel well.” (Fig 26) ********* replied stating, “Yes, I just wasn’t sure about tomorrow. I hope you feel better quickly.” Still I was trying to be compassionate towards my client and forgiving towards their situation. I did my best try to handle the situation as it arise and didn't pack up and leave the home in fear for the gas leak and the neighbors and their families safety. You could smell what we believed to be gas from the street but it was just the smell of ammonia gas build up coming out of the home. The home could of possibly been condemned from the high levels of ammonia, typically you don’t have this level of ammonia gas build up unless its a run down puppy mill or a ammonia line leak from a plant like ****t where you get the EPA involved. I also had to miss a day of my regular work the next day due to feeling very ill.
  On 7/13/23, ********* texted me at 5:04PM. “Hi ***, I wanted to update you on a couple things. We got someone in to clean things, and she was able to clean the cabinets in the kitchen so clean that we will not need them painted. Also, we have chosen not to paint or replace vanities in the bathroom. I hope you are feeling better.” I replied stating, “So since we were contracted and you confirmed to paint the kitchen cabinets, I got white paint on them thinking I’d be painting the blue. You’ll have to ask the cleaners if they can get the white paint off them. Are we still replacing toilets and the doors?” ********* replied stating she understood and that they were able to get the paint off the cabinets. Also said no thank you on toilets and doors. I replied stating I would type up a new invoice that night to reflect all the changes. (Fig 27)
  On 7/14/23 at 1:25PM, I texted ********* estimate #5. (Fig 28). Noting on the invoice that we received a check for $3,000 and there was still a remaining total balance of $4,750.00. I also texted her that I would have a new material cost too and send her the receipts shortly. Fig 55- 58, are the receipts I texted ********* stating, “Materials $214.72 and that should be the last of materials. Hoping to complete by Sunday!” At 4:11PM I arrived at the ****** property to find none of the floors had been touched. The only things disturbed were the kitchen cabinet exteriors only and the bathroom vanities. Nothing on the floors had been cleaned. I stayed, again being empathetic toward the situation and trying to clean up again to get the tape to stick to the floors. At 4:31PM, I texted ********* asking what cleaning company she used. ********* replied stating, “It was a recommendation from a friend. She is going to finish cleaning after you are finished and the tape is up. This was not what I had outlined for ********* previously in the text a few days prior. At 5:15 I left the property after spending a little over an hour cleaning up debris and excrement - the smell was to the point I now needed to wear a respirator to tape the laundry room floor and fireplace wall. After fighting with the scum and debris on the floor. I
  
   stopped and left for the day. At 6:57PM, ********* texted me, “I’m not sure if you’ve checked but the closet is fully cleared out now and ready to paint.”
  After weeks of trying to be empathic, cleaning up biohazards in their home, over and over again without the ****** having any regard for me or my time, I felt they were taking advantage of my kindness and clearly were not being honest with me on any occasion. I decided to end services with the ******. Something I have never done before with any client. At 7:00PM, I replied, “Afternoon, I’m unclear if you are just needing more help or guidance than what I have already tried to help with for the past month. I have been very flexible and accommodating with your change request and your timeline, cleaning the home top to bottom, etc.. Unfortunately, since the cleaning was not even done after texting about the conditions of the home last Friday, July 7, 2023, nothing in the kitchen, (at a minimum) or any other part of the home including but not limited to the kitchen, bedrooms, bathrooms, laundry room and the living room. I have requested on multiple occasions in person and in text form the things needing to be done in order to paint the home properly without charging you an extra fee for cleaning while prepping/taping/painting. I feel as though my kindness is being taken advantage of and you are trying to pull one over on me. At this time, 7PM on Friday July 14th, 2023, I am ending my services with you due to the homes condition, not being cleaned/picked up as requested at a bare minimum the floor swept at the baseboards, let alone the walls and around the baseboards wiped down from numerous unknown substances, pet fur, urine stains, fleas and fecal dropping/matter, just to name a few, in order to get the tape to stick to the ground. We have provided multiple references for cleaning services dated back to June 22, 2023 before work was started to help and you stated to me on July 13, 2023 at 5:04PM (after work has started) that you got someone in to clean things. Frankly, nothing was done other than the primary closet and wiping down the kitchen cabinets- and now that you have requested a 6th change order to not paint the cabinets, etc.- the cleaners completely missed wiping/ sweeping around the baseboards. Due to the condition of the home and very strong ammonia odor, that even Ozark Fire Department and ***** gas confirmed was harmful and unsafe to be in. I also missed a day of my regular work from being sick from the strong order/gas. Which is why I also requested you bring in an ozone machine for a couple days to help the odor - I have outlined on numerous occasions and very clearly what cleaning needed to be done. At this time, I will be sending you my final invoice for the work I have completed. I will be back in the morning at 9am July 15th, 2023, to collect my final check and gather my few items I had left there.

  
  I hope that you understand, I did everything in my power to get this done in a timely manner before our contract date of July 31st, 2023. I will also bring you the paint I picked up today before I went back down there this afternoon. I had planned to finish this all, this weekend for you but unfortunately I will not be due to the condition of the home. Since 80% of the work is completed that is what you are billed for. So you'll still owe $3,200.00 plus the materials. Totaling $3,414.72. (Fig 29)
  On 7/15/23 at 7:07AM, ********* texted me, “Regarding your message, we regretfully respect your decision to back out of the contract as of 7/14/2023, as you do not feel the home meets your standards of cleanliness. We feel you understood the condition of our home during your first walk through, and we have done our best to accommodate your multiple requests. You were not able to begin any painting or drywall repair until everything was off the walls in every
  
   room, per your request. My husband returned to the house to remove several small items off a shelf and to dust it off prior to you painting, at your request. When you requested a cleaning company come in, we immediately hired someone to come the next week. She was not willing to remove a large portion of tape and plastic that you put on the floor, as this was not her job, and it would have taken her a significant amount of extra time since most of the floor was already taped. This we understood. Had you cleaned your supplies before she arrived, she would have been willing to clean all the floors. You were quick to inform us on July 9th that there was a gas leak requiring immediate intervention, however this turned out to be false. You turned your statement around to say that it must be the ammonia making you sick, and also stated you were unable to go to your job the next day. However, you had previously been in our home on several other days without any complaints at all. We would have been willing to do additional cleaning if you had just told us it was not clean enough to complete the painting, after viewing the home after the cleaning. However, you did not give us this option. At this time, due to your request to break contract, we are unable to pay you any additional money for your labor, as a large portion of the job was not completed. We will happily pay the remainder of the supplies that you purchased that equals $214.72. Thank you for your time. ********* and **** *****. Please do not enter our home without us being present, and please return the key to us at your earliest convenience that we loaned to you.” (Fig 30)
  On 7/15/23 at 9:00AM, I arrived at the ***** house waiting for Ozark Police Department to arrive for standby. **** arrived at approximately 9:15AM and approached my vehicle with my wife and 1 year old daughter in the car. You could smell the ammonia/mold clearly from across the other side of the street, with a very light breeze in the air as my wife cracked the window for him. We politely rolled our window down slightly to inform him that we were waiting for Ozark PD to arrive. Clearly, **** was infuriated, he stated that we didn’t really need to waste the Police’ time. He attempted to provoke us in a very vulgar tone by asking if I had a respirator or mask so that I wouldn’t get sick entering the home, he was obviously looking to incite a physical altercation with me by trying to provoke my wife and child in a threatening manner. I stated that we would only be inside less than 10 minutes to gather my property and not five plus hours working in the condition of the home, as I had done the week before. Clearly amused with himself, He then stated that it was “only a little gas leak.” Making negligent comments of a very serious health and safety concern that not only affected his home but his neighbors around him. I replied to him stating that he confirmed there was a gas leak but he was attempting to minimize it. **** walked back to his vehicle. We waited and talked with Ozark PD who stated that they would not report to the location for civil standby unless ordered by a Judge. While on the phone with Ozark PD, **** again came to my vehicle and started knocking on my window in a very aggressive manner. I informed him that I was on the phone with Ozark PD and asked if he would step away from my vehicle. After the phone call with Ozark PD, I got out of my vehicle and informed **** that Ozark PD would not be coming and gave him his house key back. I asked if I could gather my property inside his home and he allowed it. I gathered my property and left. While leaving the property, **** asked if he could run to get a check to pay for the materials. I informed him that we would be settling this in court and left without incident.
  
   On 7/16/23 at 12:32PM, ********* texted me, “We need you to drop off the paint you recently purchased, and I need to pay you for all remaining materials. Would it work to meet you at the job site sometime this afternoon?” I replied, “Afternoon, I am happy to accommodate dropping off the materials purchased, after the rest of the bill of $3,200.00/labor plus materials of $214.72 is paid in full, this is the rest of the 80% of total work not the full $7,750.00 plus materials. I will happily drop off the materials I have purchased. As you may not have seen, This is not the full estimate and you were not charged for multiple change orders, time line delays or the clean up charge of at $125/HR. Once this total bill is satisfied, I am happy to have the paint dropped off to you. - If the total bill is not paid, a lien will be placed on your home with Christian County, plus but not limited to any time lost, damages, further time delays, court fees, lawyer fees, etc. As you know, both your time and my time is valuable, please let me know how you would like to proceed.” (Fig 31).
  The home was still not clean/sanitary and livable for either children or adults. Also, during my first initial estimate walk-through we talked about me working for the state and being a mandated reporter. I see a lot of homes, when doing homes visits for drug addicts and felons, I have never witnessed anything close to what I have seen in the ****** home.
  One of my first conversations with *********, she mentioned that I might know of the parents of her adopted children, I did not address it anything further and changed the conversation.
  Due to me being a mandatory reporter that works for the state, I was obligated to report the conditions of the home due to the neglect of the residence and the health and safety conditions of the home for the children and neighbors. Since I was no longer working for the ****** or knew the home was going to be fixed properly for the next family, in fear of an investor coming in and covering everything up. I was not in any position to inquire further, I was just reporting the findings to CPS to check into it further. I only reported the condition and state of the home.
  As seen above, we accommodated ********* gracefully through numerous changes of invoices, work to be completed, timelines, moving other scheduled clients to convenience the *****’s schedule. Again they had 5 boys under 10, full time jobs, and they were moving so I wanted to be compassionate, understanding and non-judge mental. Instead of asking to get paid first for the work completed so far on 7/14/23 and then ending services without notice, I had ended services first and requested to be paid for the work that had been completed thus far, nothing further. Therefore, continuing to be honest with the ****** and have integrity. I had every right to be objective but felt still to be honest & forthright with the *****’s.
  
   

  Customer Answer

  Date: 08/17/2023

  Complaint: 20331140
  
  
  
  I am rejecting this response because: 

  In summary- Mr Bruening accepted a job to work on our home. He provided an invoice, and he did not complete any items listed on the invoice. We paid Mr Bruening $3000 plus supplies despite no project being completed. Mr Bruening decided to quit the job and demanded additional money for a job still incomplete. Mr Bruening threatened our family by hotlining us and telling us he is going to place a lien on our home. He has made up an elaborate narrative to support his “need” to quit a job he agreed to do. Mr Bruening has caused unnecessary hardship, as we have had to pay additional money for someone else to come and do the job that he did not complete.

   

  In detail- While we can appreciate the time and effort put into this elaborate manifesto, we do not have the need to write an 11 page rebuttal. We can prove all our facts are indeed factual, and not fabricated for the sake of sensationalism. We understand that your time is valuable, so we will keep this brief and factual. We do not care to engage in a non-productive debate based on unfounded accusations. 
  

  -Mr Bruening was hired to complete a contractor job in our home, prior to us moving out. We did a walk through with Mr Bruening, at which point the full condition of the home was apparent. At this time, Mr Bruening made no comments whatsoever as to the condition/smell of the home, but said he could fix and paint all the walls and trim in the home for a set fee.  The home housed both children and pets, however was not in nearly the condition that Mr Bruening stated. We have both neighbors and realtors who would be willing to provide a written statement as to the “livability” and condition of the home. Worth noting, we have never been cited for any HOA violations in the eight years we resided at this residence.
  

  -Mr Bruening told us that he typically does not collect any money until the entire project is completed. However, his wife emailed us to let us know our first payment of $3,000 was due on July 7th. None of the work on the invoice was completed, however in good faith we paid the $3000 plus all material fees up to this point on July 7th. Never previously had Mr Bruening stated that any payments would be required prior to completion of the job.
  

  -Mr Bruening quickly became demanding in his requirements to work on this job. He refused to initiate any work at all until 100% of the items were removed from the walls, even though there was drywall repair needed in every room of the home. At one point, we went over (on the 4th of July weekend) to remove two crock pots and a cookie jar from the top of the kitchen cabinets, as he stated he could not continue working until we had removed these three things. Anytime Mr Bruening stated something needed to be moved, we tried to accommodate his requests to the best of our understanding.

  -Mr Bruening said it would be easier to complete the job if a cleaning company came in to wipe down and sweep around the baseboards. I asked him for recommendations for a cleaning company, and was happy to comply with this request. Mr *****, owner of the home, went over to sweep around all the baseboards. In addition, we contacted a cleaning company, who was able to go in and work on cleaning the space. The owner of the cleaning company stated that she was unable to clean the floors due to tape and plastic/paper covering the floors as needed for painting. She cleaned the cabinets and the bathrooms, with an exception of the showers due to the work that had to be done above them, and not wanting to have to complete the same job twice. She agreed to come back at no additional charge, once the floors were cleaned up from the painting job to better wipe down the baseboards. She was not willing to spend additional time to remove supplies placed down for painting. I had no idea that this would not go over well with Mr Bruening. We had worked with Mr Bruening up until this point, and would have been more than willing to continue working with his frequent requests as he felt needed to complete his job. 
  

  -Mr Bruening worked on the home for several days. At different times during this period, the owners were also present and working on the outdoor space. At no point did Mr Bruening come to us as the owners with any concerns regarding the condition or smell of the home. Mr Bruening’s wife was also present on multiple occasions, when her presence was not required for the completion of any part of the job. They also ate food in the home, which we find odd given his accusations regarding the unsanitary conditions of the home.
  

  -Mr Bruening called the fire dept to report a gas leak while working in our home. We were out of town at the time. Mr Bruening claimed to have smelled the strong odor of gas. ***** and the fire dept both reported that there was no gas leak, and only a pilot light had gone out. No concerns regarding the safety/smell or condition of the home were stated in either of their reports. If his accusations regarding the condition of our home were accurate, the fire dept would have been obligated to mention this in their report. Mr Bruening waited 5 days to return to the home to work.
  

  -Mr Bruening returned to the home to work on July 14th,5 days after the supposed gas leak. He stated he was unable to return on Monday because he was sick. That evening, Mr Bruening texted me a lengthy message to let me know he was ending his services due to the home’s condition, and it not being cleaned up as he requested. I was shocked to hear this, as we felt we had done our best to accommodate all of his many cleaning requests. Mr Bruening stated in writing that he was choosing to cancel the contract and end his services. We can provide supporting documentation. At that time, Mr Bruening became hostile, demanding that we pay for the remainder of what he felt we owed for the arbitrary number of 80% of the work that he claimed he completed.  At this point, no room had been finished, and no line item on the invoice had been finished. 
  

  -Due to Mr Bruening walking out on the job, we have not complied with his requests for additional payments. He made threats regarding legal action and liens he was going to put on our home if we did not pay up. Mr Bruening sent us an email at approximately 8:30 AM that he was going to go to our home with the police to collect his remaining items in the home. Mr ***** went half awake to meet him at the home. He approached Mr Bruening’s vehicle and knocked on the window, asking him if it were necessary to wait for the police to arrive, as he was willing to let Mr Bruening go inside to collect his things. Mr ***** was willing to give him a check for all remaining materials at this time, however accidentally left the checkbook at home. Mr ***** asked Mr Bruening if he would wait a few minutes so Mr ***** could go home and get his checkbook, which would have taken about 15 minutes. Mr Bruening stated that he was going to go into the home to collect his things as soon as the police arrived, whether or not Mr ***** was there. At no point was Mr ***** threatening to any member of Mr Bruening’s family, and we have an audio recording of the entire interaction we can provide if requested.. Mr ***** was never looking for any physical altercation. During the encounter it was noticed that Mr Bruening appeared to be armed. Mr ***** waited an additional 30-45 minutes after this encounter for the police to arrive, at which point Mr Bruening exited his vehicle  and requested to get his things, which Mr ***** willingly complied with, stating that the police were not necessary. The interaction was cordial, and ended with Mr Bruening explaining his love of pinball machines (audio recording available).
  

  -On the Sunday after this encounter, we received a call that our family was being hotlined to DFS for unsanitary living conditions. We believed then, and now are able to confirm that Mr Bruening was the one to hotline us, which we believe to be a retaliatory action. Mr Bruening states that he is a mandatory reporter, however he waited until he was no longer receiving financial compensation to hotline our family. As foster/adoptive parents, we are disgusted that someone would choose this method of retaliation as we realize the state’s resources are finite and meant to be used for legitimate problems. DFS found no concerns and stated it was a “bogus call.” Report can be provided upon request.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  Elizabeth *****

  Business Response

  Date: 08/24/2023

  The consumer is threatening Jessica Freeman of Radical Reset because I uploaded notarized documents of our statement that collaborated with our latest rebuttal as of today.  She was just providing information to us.  The consumer has called her and texted her making intimidating remarks to her.