ComplaintsforMr. Handyman of Metro East

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired mr handyman of metro east to do an estimate of repair on recent water damage to my basement. The estimate cost me $61.20. I spoke to the office manager today and she said my estimate is ready and she would email it to me. As of now I have no estimate and I can no longer get ahold of her. The office managers name is ********. I feel like I’ve been scammed out of my hard earned money.

  

  Business response

  12/28/2023

  His estimate was sent out to him at 5:10pm yesterday. Due to being closed Friday, December 22nd - Tuesday, December 26th, we are still technically within our 3-5 business day turn around time for estimates. I had many estimates to send out yesterday, so it took longer than usual. I was sending estimates out from 12pm - 6:30pm. As stated above, his was send out at 5:10pm. 

  

  Business response

  12/28/2023

  Due to being closed from Friday, December 22nd - Tuesday, December 26th, we are still within out 3-5 business day turn around time for estimates. When you spoke with my CSR, Abriana, she let you know that it would be emailed to you by the end of the day. I had about 30 estimates to send to customers, but your estimate was sent out by email at 5:10pm. I followed up with a text message to notify you of the email once I saw that you texted with concerns. The reason you could not get ahold of me by phone is because our phones automatically turn off and go to voicemail at 5pm, and do not turn back on until 8am. Please call the office if you have any other questions or concerns. We are open Monday through Friday, 8am - 5pm. 

   

  Thank you,

  ********, Office Manager

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They put wood up for my fence instead of the chain link fence that I wanted to be put up. I paid $1,675 for it and wood is cracked. All I wanted was 2 little gates up there. I would like my fence fixed, steel fence or give me my money back.

  

  Business response

  04/17/2023

  During my satisfaction call with our customer, she expressed that she is unhappy with the project. I reviewed the photos with the owner of our company, ***, and explained our reason for using wood to cover the gap between the fence gate and the home. While trying to schedule a date and time for another technician to come onsite to discuss her options, she ended the call. Mr. Handyman is attempting to send a technician onsite today, 4/17 - customer called back to confirm. Unfortunately at this time, we are unable to offer a refund - as our services were performed and she signed off on the project upon completion. We can return to go over options and discuss what to do next, based on the technicians professional opinion. 

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 2022, I paid this company $60.00 for an estimate regarding home repairs. I paid them in good faith, but they never provided the estimate I paid them for. The office continues to give me a runaround about not having enough employees to process my estimate.

  

  Business response

  04/27/2022

  Good morning, 

   

  I definitely understand your frustration and on behalf of Mr. Handyman of Metro East and our employees, I apologize for the delay in getting your estimate out to you. Typically we are able to get estimates out to our customers within one week. We are entering our busy season and we are very short staffed, which is affecting the timing on our estimates. We are in the process of getting fully staffed, so we are hopeful that this will be a nonissue going forward.  I will work on processing your full refund and then send that out in the mail today. Please let me know if you have any other questions or concerns. 

   

   

  Thank you,

  ********, Office Manager

  Customer response

  05/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr Handyman came and did several jobs for my Mom at her home on ** ****** *** **** ***** **. The first job was to fix her window wells around basement windows dig them down on the inside of well past the window as she had water come in one window. *** the contractor was to fill window wells after job with rock from landscaping. *** left window well dirt in pile didn't come back to straighten landscaping or fix wells the way it was agreed. Another job was confirmed with him to replace windows in basement he advised he would finish landscaping after he did windows he did not. Windows were installed wood above windows was cut and shouldn't have been one window was not completed and my husband could put his hand over the top of it and reach outside. While the job was being done the contractor must have had mortar dust from concreting around new windows and it filled the house with dust an inch or more thick. Trying to blame it on my elderly Mom saying she shouldn't have turned the furnace on. She was never told to turn it off. The house especially basement has a coating of dust on everything an inch thick. We got an estimate from ********* to clean up her house and Mr. Handyman refuses to pay for the mess they left. Any business that takes advantage of the elderly and does terrible work should be ashamed. They sent another contractor out to fix the windows but now we need the mess professionally cleaned. They had the contractor ask if he could help clean up but all he was going to do is take a shop vac and vacuum this would only stir up the dust even more we want it professionally cleaned and they tried to tell us they would clean up bit we declined. This is an inch or more mortar dust on all her belongings up and downstairs.

  

  Business response

  12/08/2021

  In regards to the customers first complaint on the window well project, our tech showed up on the job site to find the window wells completely filled with silt due to the window wells being too short. Customer was informed and given a written estimate to replace the window wells with taller wells. The customer declined and dirt was left on site to keep water from re-entering the window well. 

   

  In regards to the second complaint, the boards removed on top of the window were removed due to wood rot and the technician had all intentions of installing new boards after the installation of the other two windows. Unfortunately, due to it getting late in the evening and making sure that the house was secure with the new windows before leaving the job, this was overlooked. And for that, we apologize. Once we were made aware of this being overlooked, we sent a technician out the following morning to install new lumber and ensure that all windows were air tight. 

   

  In regards to the third complaint, when the technician arrived on site, the customer was asked not to turn on the furnace until the job was completed, due to the amount of dust that the job was going to create in order to remove the old windows from the concrete foundation and prep opening for the installation of the new windows. Plastic walls were installed around the window openings while the job was being performed. Unfortunately, it was impossible to contain all of the dust. When the technician left for lunch and returned, the customer had unfortunately turned the furnace on and a light coating of dust entered the upstairs finished part of the house. On the second day of the job, when our technician completed the installation of new lumber above the window, he was prepared with the proper equipment - shop vac with 3 stage HEPA filters designed to remove drywall dust, mops, buckets, etc. At this time, the customer's son refused to let our technician perform the clean up. Two days later, the customer's son came to our office and presented me with an estimate from an Emergency Mitigation Company for $5,700 to clean walls, ceilings, upholstery on curtains, carpet cleaning, etc. At that point, we declined paying this astronomical amount of money to clean a light coat of dust from the finished part of the home and once again offered to return to clean the house. Once again, the customer's son refused our services. 

   

  Here at Mr. Handyman, we take every step we possibly can to protect our customers home from incidents like this happening, but in some cases, this is unavoidable. At this time, we apologize for the inconvenience to our customer and are still willing to finish cleaning up the dust that was unfortunately caused by this project. 

   

   

  Sincerely, 

  Mr. Handyman

  Customer response

  12/08/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  
  Complaint 1 did not go like that. My Mom refused to pay another $600 to have him do the window wells because he hadn't finished the clean up of the dirt he took out of the wells and the landscaping was all dug out and a mess from him. My Mom tried working with Mr Handyman and they kept telling her you had no appointments the rest of the year after he did the windows for him to finish the wells and straighten up the dirt mound and large area that was dug out. *** told my Mom he would dig down her landscaping so it wouldn't be so high but he never did. *** stated it was to hard for him to do and my Mom asked if someone else could do it and he was going to check with the office and get back to her but never did. Three of the four windows did not have rot. The tech cut them out and the boards because he ordered the wrong size windows.
  The tech that came out to fix the windows which was not the next day it was 11/30 we had to wait a couple weeks for them to come even though there was open exposure to the outside with the wood not being securely placed back after it was cut out. We have a video of my husband able to put his hand outside from the inside as there was no board enclosing the top of window. The tech ****** that fixed the windows and offered to clean up also told my husband that his little shop vac would not be able get this big job cleaned up and he would make a bigger mess trying to clean it up and kocking dust to floor. My husband then advised ****** we would get an estimate to get it cleaned up. This is why we are requesting the invoice submitted for a professional cleanup be honored as this is not a small layer of dust it is a lot of mortar dust coated on everything. It was 60 degrees when *** was doing the windows so if she got cold she would have used her electric fireplace *** never asked her to turn off her thermostat so it may have kicked on towards later afternoon. My Mom is unable to get downstairs so she is not able to clean up this mess nor do I think it is healthy for a regular person to do this without having proper breathing apparatus.
  
  Sincerely,
  
  
  **** *******

  

  Business response

  12/13/2021

  Mrs. ******, 

   

  Once again, the dirt that was left on site was to be used to keep water and silt from going back into the window well and backfill the taller window wells. I'm not sure where the information came from that we had no time to complete the window well project, but we have plenty of time open to complete this project. As far as having to wait 2 weeks for us to send Ricky out to fix the gap above the window, we came out the next available day. I apologize for *** overlooking the problem with the window. But once again, $5,700 is a ridiculous amount of money to clean dust from a house that I offered on numerous occasions to send my guys to your mothers house and take care of this for you. Please let me know if you would like to move forward with that.

   

   

  Sincerely, 
  Mr. Handyman

  Customer response

  12/16/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  ******** and the other girl in the office told my Mom they had no more appointments to complete the window well job. But they made space for another job when my Mom wanted to get the new windows put in and *** told her he would finish the window well job then but when he came to install windows he advised my Mom it was going to cost more money to finish the window well job as it was a separate job. I'm rejecting your offer once again to have your guys with a shop vac come clean up the mess because it needs professionally cleaned as a shop vac isn't going to clean up every item that is covered in her home it all needs hand wiped and the ducts need cleaned as well or it is just recirculating in the house. I have another bid from servepro attached and would appreciate their bid to be accepted and paid by your company to get the house cleaned right away as my Moms bird has had two seizures and the vet advised it is more than likely due to the dust and is surprised the bird didn't die from all of that but stilled could.
  
  
  Sincerely,
  
  
  **** *******

*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. ↩