Complaints

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• Initial Complaint

  Date:08/16/2024

  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.

  The date of our project started on Monday, June 17, 2024. We paid Handy Panda in total $21,369.20, to remodel our two bathrooms (master and guest). They agreed to remove the master bathroom tub and replace it with a walk-in shower, tiles on shower walls and floors outside the shower. Replace vanity, sink faucets and shower faucet in master bathroom. Paint both bathroom walls and ceilings, smooth out walls, and add ceiling fan lights. Replace both toilets in each bathroom.We are disputing the outcome of a supposably finish product, and personal step ladder taken from our home. Guest Bathroom - the walls were painted, but they were not smooth out before painted. There are different color of touch up paint on the walls. Some areas still need to be touch up. There are cracks and gaps around tiles. Grouting is too thick around the door. The shower head and faucet in the bath tub is very loose. Master Bathroom - the water faucet in shower do not turn off correctly, it seem to be installed incorrectly. The water keep pouring out when trying to turn off. In both bathroom the tiles are not uniformed or leveled. Molding is hanging over the tiles. There was grouting left on the surface of the showers, tub and floors. Master bedroom - There was a large dirty box left on the bed with trash on it. Our home was extremelly dusty with all the work that was done. We will need to get a professional company to get all the dust out of the house. It seems like there was some sawing done in the house. We had tried to contact The Handy Panda so many times and the owner, ***************************** is not returning our calls nor texts. She has stated she was going to fix our problems, but she have not done anything to date.

  Business Response

  Date: 09/06/2024

  This is the completed pictures of both bathrooms. We did everything that was listed on the invoice and more. We did not cut anything inside the homeowners house.  I purchased thick cardboard paper and taped to the entire floor from both bathrooms all the way to their door. I even pulled up the paper and put down new paper half way through the job. We cleaned up EVERYTHING DAILY before leaving. I apologize if dust still got on stuff throughout the house but we cleaned up BOTH bathrooms very well and you can tell that in the provided pictures. One thing I make sure of is customer satisfaction and cleanliness upon completed project. We did a complete walk through and the homeowners had a family gathering the last day we were there. EVERYONE spoke of how beautiful of a remodel job both bathrooms were including the homeowners. I understand there may be a few items that need to be adjusted. The homeowners contacted me about those minor adjustments 3 weeks upon completion. I do have other customers that I was working on at the time and I could not get to the Shaws residence, I guess quick enough for their liking. So they contact BBB. And only provide 1 picture of trim needed in between the door and tile. I worked EXTREMELY hard, long days, a lot of hours and drove over an hour daily until complete, 3 weeks to be exact. This hurts me more than anything, I told ************ I would repair it, unfortunately I had to finish the job I was on because this was 3 weeks later. I still have no problem doing the adjustments we just have to get it scheduled which I was trying to do.

  Customer Answer

  Date: 09/07/2024

   
  I am rejecting this response because:
  
  

  Customer Answer

  Date: 09/10/2024

  We want the work corrected or to be reimbursed for messy job. Return our ladder as well. 

  Handy Panda states they did not cut anything in the house, it did look that way because the house had lots of dust, sand, girt all over the house. Both bathrooms still had lots of girt that needed to be clean and some is hard to get off the surface, such as the floors, shower, tub,and the ceiling fan in the master bedroom. The pictures ******* sent are from a distance and do not show any close shots of the finished bathrooms. Handy Panda workers were still working in the house while we were there, so we did not see the finish product. Of course, people can say how good something looks when it being work on, but it the finish product that really speaks volume. Pictures do not lie! Our complaint is not about their long hours. The time in which we got back to ******* was about two weeks, because that when we were back at the house. She had been ignoring our calls. She never tried calling us. If she had no problems correcting her mistakes, why have not she reached out to us and why did we have to contact a third party to get results. 

  Business Response

  Date: 09/13/2024

  See Attachment