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:07/21/2023

  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 Jim N*** of Hello Handyman to replace a window in my kitchen. The day after it was installed I noticed it wouldn't shut right and the one screen didn't fit right as there is a gap along the one side. I contacted Jim and told him of the issues. He came back out and told me that the window wasn't manufactured right and that when he ordered it and picked it up, he only inspected it to make sure the glass wasn't broken and didn't inspect anything else on it. He contacted the manufacture about the screen. They sent a replacement which fit just like the one that came with it, a gap along the side. I contacted him once again. However he didn't want to do anything else. He sent me copies of the emails between him and the manufacturer which show me nothing. I had 2 different window companies look at it and the both said it wasn't installed correctly. I asked for his insurance info and he refused to give it to me. I paid him $1250 for a window that functions like it is suppose to but instead I got a window that is hard to open and close. The window is a slider and I can't even remove the one slider to clean it because it was installed crooked.

  Business Response

  Date: 08/05/2023

  It should be made clear that as of the moment of receiving notice of this claim I believed I was in process of trying to come to a resolution with the client. The last message including my state license card shows what the most recent step towards that goal was, note the dates of the messages, especially June 24h the last correspondence with the client. "When or if that (responsibility) occurs I will deal with it." I'm still waiting for the independent window installers names, companies, and reports. 
  The PlyGem window I'd purchased through Home Depot was installed at the end of April. At that point the issue was that the screen on one side of the window didn't fit. The opening on one side measures 3/8" bigger so I filed the warranty with PlyGem for the client and expressed the need for a new screen of appropriate size. Unfortunately the company took months to file the warranty and process the claim and then didn't rectify the issue. To make things right my next move regarding the screen was going to be to get an appropriate screen at my expense. I've been unable to even suggest that because demands for complete repayment arose immediately after the replacement came from PlyGem. During the time between the April installation of the window to the last text from me on June 24th the client asked me to perform more work for her that was done to her satisfaction as well as asked me to bid for different work and had begun to schedule part of that work as of June 8th. One might conclude that if my work was as bad as the claim suggests why would someone ask for more "bad" work? This is because at the time of the last request to do more work, outside of the screen, there were no claims of improper installation of the window. As to the claim that I only inspected the window in the store for certain problems it's true, I did not inspect every specification of the window, I checked for shipping issues like broken glass, dents, or scratches and checked the rough dimensions because as of this purchase, I've never encountered issues outside of those things. This is something I'm working to rectify in the future. As you can see in the texts at no point did I say "I didn't want to do anything else." I sent the emails so that the client would be able to take up responsibility for her warranty. To address a final claim regarding improper installation of the sliding windows it's worth noting that this window, the same one the client was sent references numbers to see what she was getting before it arrived of which I have text proof of but couldn't include due to upload limitations, doesn't come with adjustable rollers. It slides along a built in track which was not only untampered with, the fixed track means the only manipulation possible is either to open and close or put the panel into the frame or take it out. I maintain the stance that I will purchase a new screen and speak with independent installers to see whose responsibility the issues are. 

  Customer Answer

  Date: 08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The contracrors I had look at the window do not wish to be involved in this matter. I do not feel that it is my responsibility to have professionals come in and check his work and to let him know what the issue is. I hired Hello Handyman to do a jod correctly. Whether the issue is the manufacturing of the window or if it is the installation it falls on Hello Handyman to make it right. When he was here doing other work was when we were waiting on PolyGem. I do not want Hello Handy man to replace the window. I would like a refund so I can put it toward having a professional do it correctly
   
  Regards,
  ******** ******