Handyman Matters - North Metro Denver

"The date of service that the member listed was not with our company. The last time we were at this customer's home was on 2/28/11 to take down lights that we installed on 11/24/10. Given that information, I will respond as if that is the service that she is rating our company on. If it isn't our company, I would appreciate a retraction of her rating. First of all, we are sorry that the member was unhappy with our service that we performed on 11/24/10 (actual date). We also went back out to the member's home 2/28/11 to remove the lights for Free. We are a little disappointed to hear, for the first time, that she was not satisified with our service 2 years later. All of our technicians have over 10 years of hands on experience, so doing simple jobs like hanging Christmans lights is easily done by 1 technician. Also the word "elderly" is relative, to most people a person in their early 50's is not considered "elderly". This particular employee has been with our company for over 8 years and does most of our roof, gutter and soffit repairs and is very comfortable on ladders. We realize our real product is the quality and character of our technicians, staff, and vendors we employ. Ethics, honesty, integrity and hard work are not just words to us; it is something that we truly believe in and practice. Doing the right thing is always the best way to do business with an end result of real customer delight and a customer for life. Again, we apologize that the member did not have a good experience with our company. We hope that she will give us another opportunity to prove that we are a company that she can count on for her home repairs and improvements."

"This customer is fixing and flipping a very old home and trying to be the General Contractor coordinating multiple projects and multiple contractors at the same time. As the scope and priorities of the projects continued to change, daily, we explained that all work would be on a time plus materials basis instead of a bid and payments are to be made weekly based on the hours and materials for that week. Our hourly rates were provided up front and well as our materials markup. That is why the member decided to purchase most of the materials herself, something we encourage our customers to do in order to save on project costs. We are a licensed, insured, and bonded company and all of our craftsmen are multi-skilled. We do background checks on all of our employees. There is a price for that quality of a company. We are not the $15.00 an hour carpenter that leaves your job in the middle of the project. The member agreed to pay 90 % of the first bill until she had a chance to review the first week’s invoice. After additional work was done, my tech informed her that there was more than just the small balance from the first invoice; there was the entire 2nd week of work that had been completed. Our policy is payment upon work completed to that date. Typically, if payment is not received, we try to work with the customer to keep their projects going. My efforts to contact her were between the two invoices and not specifically for the small balance she owed on the first invoice. In an effort to be proactive, I was simply trying to schedule a time to discuss and help coordinate the remaining projects that she had. Perhaps if she would have returned my calls and/or emails, our communication issues would not have been a problem for her. Multiple contractors had left their scrap materials all over the customer’s back yard (we cleaned it up for her). We re-did work that other contractors had done poorly and worked around multiple pieces of cabinetry that she had in her kitchen. The unused pieces of used cabinetry were placed outside at the customer’s request because there was no space in the house. We should have made sure the cabinets were covered and for that, I apologize. She did not contact us directly with any issues that she had. We do address any customer’s issues right away, however, the first we heard of any problems from this customer was when she wrote this review on Angie’s list. We do care and would have rather heard from her directly so that we could address any issues she may have had."

"We can appreciate this customer’s concern. In an effort to help customers save on home improvement projects, we allow them to purchase materials on their own so that they do not have to pay our markup on materials. If we purchase materials on behalf of our customers, we mark it up to cover any warranty issues that may arise with the materials purchased including replacement and any labor costs that would be associated with the product. We give our customers the choice and explain this up front. We believe this policy is a fair way for our customers to save money but if an issue arises and is not directly a cause of our workmanship, we do not warranty that part or the labor for repairs. We do have a 1 year warranty on our workmanship. The member called us with a concern about their drain and the stopper not holding the bath water. We addressed their issue and sent out a technician to adjust the drain stopper and the drain assembly. Our technician snaked out the drain for better flow and tried to adjust the drain stopper. The drain stopper that was purchased by the customer was of a lower end product and the unit was not able to adjust for a better fit. When we pointed that out to the customer, they did not want to spend the time or the money for our technician to go and purchase a better fitting stopper. Our technician also went to look for parts to try to repair their stopper, however parts were not available for this particular stopper. Rarely when a customer purchases parts are there any problems and, we believe this is still a great way for the customer to save some money if they choose. Unfortunately, on occasion, the parts purchased fail and we must again explain our policy on customer purchased parts."