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:10/31/2022

  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.

  Originally, I had contacted this company to perform a number of services that they approximated to take 2 days; however, the project changed multiple times and I ended up with less items for repair. When confirming the latest appointment and informing the after hours agent (not a contractor) that the project would take less than a day, he still insisted I book for the original 2 days. The project consisted of the installation of 2 areas of shelving; 4 pantry shelves (24"x36") and floating built-in (5) bookshelf (14"x79); repair a 3'x3' hole in ceiling shower and install frameless shower door. On appointment day, their handyman arrived about 8am. I proceeded to show him the projects, and during the walk-through, pointed out that I did not purchase some of the materials as I wanted to know exact materials needed. While I was fine with purchasing myself, the handyman insisted it was better if he went so I wasn't trying to figure it out. He mentioned that there was around a 1% markup and I agreed. After returning from the store, he mentioned to me that he was going to need assistance from a second person due to the size and weight of the glass shower door. He informed me that there was a service change; I agreed. He did not mention it would include additional labor hrs. He also didn't provide a receipt of items purchased, other than mentioning a drywall kit, caulk, and a diamond bit for the shower door install. Bottom line is we're not happy with stated guarantee of satisfaction & purported communication of each process step. The drywall wasn't sanded & texture had streaks/bubbles; shelving uneven/not flush/lined up; wood/walls had scuffs/damage. Note that the bookshelves were not done. AT NO TIME did I agree to pay for a 2nd handyman to fetch tools for the 1st handyman or help cut a 6ft boar in half. None of the materials were left that we paid for. The owner was obliging and came out to try and resolve, but the situation got heated with nothing resolved.

  Business Response

  Date: 11/07/2022

  Thank you for contacting us.
  There are multiple parts of the customers complaint that I want to elaborate on as I feel like ******************************** statement isn't a fully accurate depiction of the events.  Im also concerned about the fact that she is asking for a refund when we have received no payment for services rendered.
  
  On the 17th of October, our craftsman arrived at the customers home and started walking over her various projects with her.After completing the walkthrough, he informed her that he needed a second person & provided the customer with an Estimate for 16 hours of labor and two service charges (that is two craftsmen for 8 hours each). I have attached the estimate the customer signed.
  My Craftsman did feel that the project could be completed in less time than the 16 hours we quoted but we provided the 16-hour quote because that was what we saw as the possible longest time it would take us to complete all her tasks. We never want to turn around at the end of a project and tell the customer the bill is higher than what we quoted.
  After the repairs were completed, the craftsman walked over the completed projects with the customer, and she stated that she was satisfied with the final product.  This was at 1:49 PM there was still enough time to make any changes since we were scheduled at her location until 5 PM.
  After we completed the project, we called and attempted to collect the payment but did not receive an answer.
  On Thursday the 20th ********************* called around 11 AM with concerns about the drywall patch not looking great and about being charged for the second craftsman. When a customer concern like that comes in,we follow up with our craftsman for more details and then call the customer back to schedule a return to address any issues.
  On Friday the 21st of October, we received a text around 6 AM stating that her husband returned from a trip that he was not happy with the shelves and that he wanted them all re-done. That same day we scheduled a time to walk the project on Monday the 24th with the customer.
  When we arrived at Mrs. ********* home, Myself and the original craftsman.  ********************* received us in an angry state. We began to walk her projects and I offered to fix the drywall at the time but she did not want us to do that. As we continued to review the several jobs, her husband joined us and started raising his voice also. We did not feel comfortable or safe and had to leave their home.
  
  I have attached a copy of the signed estimate.
  I have also attached a copy of the open invoice.
  I have attached a copy of the receipts. (we did not need to use the drill bit and returned them that is mirror in the final invoice).
  I have attached a picture of the completed drywall patch.