Mr Handyman of Kenosha to Geneva

"This member contacted our company to resolve several items at her home in violation of the local city codes. An initial visit was made to her home and a week before any work was performed. Our company only charges for actual materials used and labor on a project. Customers also have the option of purchasing their own materials, saving them money. This and our labor rates were presented to her on the initial visit before work was started. The time she was charged is consistent with what she was estimated before work started and consistent with industry standards. The work quality was fine. The two back doors were installed correctly and she has no complaints of these items. In the process of removing her old doors a section of wall plaster broke off and needed to be patched. The thick layer of plaster needed several coats of drywall compound to properly top coat the area. This area of the house was not heated, and the work was performed in February, so the compound shrank back some. This is not "unprofessional" work but rather uncompleted. We were to return at a later date to complete this, and still will fill this obligation if given the opportunity. The member wanted a solid exterior door installed on her front porch where she currently had a screen door. Our technician did not think this was advisable due to the construction of the porch. She chose to have a storm door installed instead. She was given a choice of having it swing in, or swing out. She chose to have it swing in like the original door we removed. Our technicians do not make decisions concerning our customer's homes, therefore he followed her instructions. When our technician was completed with these projects she had no complaints or concerns at that time. She signed the invoice stating "I hereby acknowledge the satisfactory completion of the above described work and services". After the weekend the technician returned to work on the plaster repair and it was 6 days after the primary work was done that she signed the invoice and wrote a check for the work performed and materials used. It was only after we contacted her, and after she hired someone else, that she complained. We were never told that the work was unacceptable. No later than the day after our technician left, I called her to follow up as we do with all customers. She said the doors were fine; she was disappointed that an exterior door was not possible on the front porch. She also questioned multiple trips to get supplies. I reviewed the invoice and compared it to the GPSreport for our van fleet. Although the technician did not charge her for the extra trips I discovered addition errors in both calculating the materials and the labor time. This resulted in a $149 refund to her which was sent to her. In conclusion we performed quality work to her requests. She wanted the storm door installed swinging in. She later hired another contractor to tear out that door and install another. This was her decision to correct her earlier decision. She was charged $1211 to install 3 doors and repair plaster. Of this amount $553 was for the doors and related materials, and the balance of $658 was for labor and service call fees. Her request for a refund of $705 is unreasonable and simply a way to fund her decision to have the storm door replaced. We continue to offer the $149 correction to the invoice and we will send a different technician to complete the plaster repair. With thousands of satisfied customers and over a million dollars in sales in just the past four years we have never had a complaint filed against our company. 50% of our business is from very satisfied repeat customers who appreciate our services."