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:10/28/2024

  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.

  The transaction was on the first week of October it Services through Gateway home services. They were to repair and make three interior doors paint ready Hired the contractor to finish up the previous contractors left over work ***** from Gateway home services showed up conducted. The bid spent at least 25 minutes in my home walking around asking if I wanted to add other jobs to this bid.He spent enough time. I felt comfortable to his company, signed a contract paid a deposit.The gentleman showed up already over an hour late claimed he had to run to ********** twice, but Only showed up at home with a couple of boards? He came into my home, tore apart some door casings , He did s**** in an interior door straight into the wood frame without cutting the proper intentions for it to be installed properly Through his hands up and said that he doesnt really know what hes doing I proceeded to ask him why he took this job, knowing that he was dealing with plaster walls He then proceeded to pick up his belongings and walked out the door I get a text message him stating that I needed to place another appointment for another contractor to come out to give me another bid That doesnt make sense he quit a job caused more damage than to work that he did. He did absolutely nothing in my home because damage.From Gateway home services, My deposit came into my home, threw around some stuff and then quit walked out the door and tried bullying me into paying more money to have it fixed? All I simply want is a refund at this point And Ill eat the cost of the destruction he left in My Home and the damaged interior door and frame, along with Crumbling walls due to him, not knowing and admitting he didnt know what he was doing while here in my home.

  Customer Answer

  Date: 11/18/2024

  . I am writing to share my concerns about the service I received from one of your contractors today. To provide some context, I initially hired him to complete a job that a previous contractor had started. We had an extensive conversation about the challenges I faced with the previous contractor, and he assured me that I was in capable hands. Unfortunately, my experience today fell far short of those expectations. Firstly, the contractor arrived over an hour late, citing a trip to ********** as the reason for his delay. He then left again within the first hour, and was gone for over an hour despite the store being only five minutes away. During his brief time in my home, he completed only a fraction of the work. Regrettably, after approximately four hours, he informed me that he was finished and that he was unsure of how to proceed, leaving the job incomplete and my home in disarray. His frustration was evident, as he expressed dissatisfaction about not measuring the door casings before his trips to **********. This lack of preparation and professionalism is troubling, particularly given the safety concerns for my elderly dogs, as there are large nails protruding from the wood he left behind. Additionally, the contractor neglected to cut out the necessary notches for the door hinges, which is likely to cause issues down the line. It is disappointing to witness such a lack of attention to detail, as this could have been easily avoided with basic knowledge and proper tools. The damage to my interior door is particularly frustrating, especially considering the job remains incomplete. Being told I need to find another contractor because he is unsure of how to proceed is simply unacceptable. I simply would like a refund of all monies paid so far and the replacement for the damaged interior door. As well as junk removal for left over waste

  
  

  

  Business Response

  Date: 11/20/2024

  This client only allowed us to do a portion of the service agreement, would not let us return to finish and then disputed the credit card deposit. We have sent this to our attorney and 3rd party collections

  Customer Answer

  Date: 11/21/2024

  Complaint: 22485175
  
  I have reviewed the business' response and am rejecting it because

  
  I am writing to formally reject the response provided by Gateway Home Services regarding my complaint. Despite my repeated attempts to engage them in order to fulfill the terms of our signed contract, I have only received numerous phone calls from various numbers associated with an individual named *****. Rather than addressing the existing contract, he attempted to persuade me to sign an entirely new agreement.
  
  I also reached out to the owner of the company, but received a dismissive email indicating that my concerns were not worth their time to address.
  
  Throughout this process, I have earnestly requested that Gateway Home Services complete the work outlined in our original contract. Instead, I was met with resistance, including attempts to charge me for materials that were allegedly left at my home, which I never received. When I offered to return the unrequested scrap materials they provided, I was threatened with police involvement.
  
  Despite expressing my frustrations and the challenges I faced with their prior handyman, I was told to "leave the emotions out of it," which felt dismissive and disrespectful. 
  
  At this point due to this company, calling me a liar and refusing to do the work nor repair or even address the damaged door. I absolutely want a full refund and then damages for the door.
  

  I have documented all correspondence, including emails and a certified letter sent on November 20, 2024, in which I formally demanded a full refund along with compensation for the damage caused to my interior door by *****. Unfortunately, my requests have gone unanswered, and my emails appear to have been ignored.
  
  To date, Gateway Home Services has shown no willingness to honor our existing contract or address the issues I have raised. I have ample evidence to support my claims and would appreciate the BBB's assistance in resolving this matter.
  
  

  also, I like to add, I did screenshot the many different emails that I have sent to Gateway trying to resolve this matter which contradicts their statement of them trying To state that theyve tried to resolve this, and Ive been uncooperative

  As well as it also shows that they have muted my emails. 
  also, I would be willing to download PRINT off and mail. Every email correspondence me and gateway Home services as well as the text messages from the multiple phone numbers that ***** from Gateway home services has called me from as well.

  Thank you for your attention to this issue.
  

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

  Customer Answer

  Date: 01/10/2025

  01/10/25 JM: Spoke with Mrs. **** and she stated this matter has been resolved by her ******************* and would like for the BBB to Close this complaint and don't want anymore contact with this company. Refunded by Credit Card. 

  

  Business Response

  Date: 01/10/2025

  ****** JM:/Spoke with Mr ***** (owner of Handyman Store) and this matter has been resolved and the customer credit has been refunded. Would like this completed complaint close and the company thought this customer was extremely difficult to deal with.