All Handy Services LLC

We are confused by this customer's review. When she contacted us, we explained to her that we did not mow lawns. She insisted that she had other things for us to do around their home. We went out to see the work needed, and the customer proceeded to show us the lawn that she wanted cleared and mowed. She did not ask us to look at anything else around her home. We declined to mow the lawn and gave her the name and contact information of a lawn care provider that we trust. We were clear and up front with her from our initial contact with her.

We at All-Handy-Services respect our customer's feedback and take both positive and constructive feedback seriously. We do want to note that for this customer, we offered to quote the job prior to completing the requested work, but the customer declined repeatedly, noting that his wife was concerned about the fire hazard and wanted the work completed right away. We always recommend that customers get written quotes from us (and others). We stand by the prices we quote and pride ourselves on sticking to the quotes we give, so that customers are not surprised by the final invoice. The price might seem high to this customer, but the work we bill for covers not only our time and expertise, but also the overhead cost of the tools and equipment (e.g., a ladder the right size). We are also confused at how the review merited a "C" overall score, when we receive A ratings on all aspects besides the price.

We clearly dropped the ball in our follow-up with this customer. For this, we take full responsibility. We have followed up with the customer, but also want to issue her a public apology for our lack of follow through with her. We strive to exceed our customer's expectations, and take it to heart when we fall short. In order to address this feedback, we hope to repair our relationship with this customer, and we will be putting a process in place to reduce the chances of a situation like this occurring in the future.

We appreciate feedback from all of our potential customers and strive to be punctual. The work was quoted in October, and in the six months that have passed between our initial contact and this review, we have forgotten details regarding whether we arrived outside of the times that we had scheduled. Those occurrences are infrequent, and we try to communicate promptly with customers if running behind schedule. We also understand that cost is a factor of any service provision. We perform quality work, which often costs more. This customer asked us to complete some of the work quoted. When we followed up with her to schedule, we did not receive any response, so no work was done for her to assess our quality.

At All-Handy-Services, we pride ourselves on our customer satisfaction, our professionalism, and our quality. We take all customer feedback seriously, and we also realize that we cannot please everyone all of the time. The above review does not give an accurate picture of the time invested in this job, the quality of work completed for the customer, or the communication after the job was completed. In this response, we aim to give Angie’s List members important information that was omitted. We submitted a quote for $425 (we estimated labor only for this job, which was clearly stated on our estimate). This sum was acceptable to the customer. At no point was any promise or insinuation regarding a lower price given to the customer, nor did the customer ask for clarification about whether a lower price would be possible. Approximately 6 hours was invested in completion of the work, which included time taking measurements at the home during an additional trip, travel time to and from the location, time spent researching appropriate ways to meet the customer’s needs, gathering materials, and completion of the job (which, contrary to what was stated, did include resizing one of the gable vents). On the day mentioned, 2.5 hours was spent performing the job (including travel time and some time getting materials), not 1 hour. On February 4th, upon completion of the job, we received an email from the customer that stated, “The gable vents look good.” Thus, the customer by all appearances was satisfied with the appearance of the gable vents as well as their functionality. As the customer stated in his review, he was home during the time that we completed the work. Since this was the case, any dissatisfaction could have been addressed at that time, in the email he sent (rather than stating that they looked good) or at any time afterwards. Instead, we are reading about it for the first time in this review. It should also be noted that In his review, the customer mentions the potential ordering of custom gable vents. This would have resulted in an additional materials charge—something that would have increased the total bill, but not impacted the quoted charge for labor. Brandon actually found a work-around that saved the customer money, and that was acceptable up until the time that the customer received his bill. The customer states that the email he received in response to his questioning of our bill was “anything but friendly.” We respectfully disagree. The email that the customer sent in response to our invoice was (in its entirety and unedited—with only names removed): “I know this was the quoted price but Brandon was at my home for less than an hour. I think it was actually closer to 30 min. Is labor really $1000 an hour? If so I will make sure everybody on Angie's list etc know to expect this rate.” Upon careful consideration and reflection, we chose to hold firm to the agreed-upon amount and respond professionally with a detailed description of the time that was spent, and a reiteration of what the customer himself stated, which was that we had been hired to do the job at the rate quoted and charged him exactly that amount. We are happy to provide de-identified email threads documenting each of these statements (including our response to the customer). All-Handy-Services strives to exceed the expectations of our customers. We hope that our response provides some context for Angie’s List members who may be considering working with us in the future. Thank you for your time and interest in All-Handy-Services!

All Handy Services LLC did not perform the above services for [Member Name Removed]. We ask that until this review is assigned to correct business, Angie's List members disregard it and refer to our other reviews for information about the quality of service provision provided by All Handy Services. Thank you.