Response from Mr Handyman of Richmond
The information shown is not accurate and the member indicated to us that he would be removing the review. In the meantime, here is our response: Our technician was very careful with the television. He did not bump it or drop it. There was no sign of damage when we left. The television itself was an old, small, inexpensive television. We have since discovered (as you can as well by googling such issues) that it is not at all uncommon for spontaneous interior cracks to appear on this type of television. Many consumers have had this exact same problem and it is a manufacturing/design issue. While we do not believe our technician caused the damage, the client's complaint was taken seriously. Our Client Concierge listened to him first and assured him that we would look into the matter. She told him she was escalating his concerns to the Operations Manager, who would call him back shortly. Our Operations Manager called him less than 30 minutes later, and the member told her that he had already written this review, before even giving us the opportunity to review and respond to his concerns. As is our normal professional policy regardless of a client's manners or threats, our Operations Manager assured the client that she would investigate the matter, and immediately began doing so, by speaking to the technician and gathering information on what the potential value of the television might be, which turned out to be only about $130. Our office was in active communication with the client during this time and it all happened within hours of his service and subsequent complaint. While this resolution was underway, the member emailed us a photo of the wall and expressed concern that it was not done properly. However, it WAS done properly. Drywall repairs require several cycles of applying mud, allowing dry time, then sanding. After 2-3 times of this, the repair can then be primed and painted. We quickly responded to his email and he then understood that there was nothing at all wrong with the quality of his repair and it was as exactly as it should be at that stage. This review was prematurely written and it does not reflect the final resolution, nor does it reflect our professionalism and quality of work. By the time the review appeared, we had already resolved the matter with the homeowner, offering a generous resolution despite the fact that our technician did nothing wrong. The member was completely satisfied with our customer service gesture.