The company was to open up a wall they sent a guy out who had no clue what he was doing. When he figured it out and went shopping he bought the wrong stuff had to go back and buy the correct item using paid time. Brought a second guy back with him at an extra charge. Aftrr 12 plus hours they finished the job but it was not done correctly nor did it look decent
RESPONSE FROM Mr. Handyman of Anne Arundel & NE PG:
Very sorry that we were unable to satisfy this customer, but it was not for lack of trying. The wall that we opened was a load bearing wall. The customer reported that she was very pleased with the work that we did to structurally support the wall (which took 8 hours), but very displeased with the trim work that we did when we put it back together.
Since the trim work took 4 hours, I offered to send another technician for four hours to re-do that work. After accepting that solution Ms. Parsons called with two more concerns - one was that the work was still not complete and the other was to point out that on the first call the technician had a helper, but I only sent one guy on the return trip.
I sent her a check to reimburse for four hours of helper time (as she pointed out, I neglected to fill in the amount - so yes, I am very glad that the customer is honest).
So the disagreement boils down to the fact that there is more work to do. I pointed out that I had reimbursed her for the four hours of trim work (four hours of replacement labor for the tech and a refund on the helper). So if she wanted more work done, she would have to pay. She felt like the amount she paid was sufficient (because of the structural issue, it was an expensive project) and that we should come back and finish it to her satisfaction at no cost.
We charge by the hour, not by the project. To say we "left the work undone" simply means that there is more work to do. We did not represent to her that we would get everything done in 4 hours, 8 hours or 12 hours. We addressed her legitimate concern about the quality of workmanship promptly and fairly. I'm very sorry that this solution was not acceptable to her. We stand behind our work,(as we did in this case), but as a small, family owned business, we cannot afford to give away services for free.