Handyman Heroes

Not quite sure who this person is, or why Home Advisor allowed this spurious "review" to appear. We have no record of having had any contact of any kind with this person. We never estimated any work, never completed any work, never submitted any invoice for services. We offer an open-ended, unconditional guarantee on all materials delivered & workmanship. It is not feasible for a customer to have had an experience worthy of this type of "review" with our long established policy on customer satisfaction. Upon further review, we located info on this "client". We hadn't been able to locate her in our files because, there was never a transaction we could identify (inotherwords, she never paid us a penny for the work completed). This was supposed to have been a very simple, tile grout crack repair project on her shower floor. It was supposed to have been only a couple of hours of labor based on the customer's details. But when we got into it, and the tiles started falling out, we discovered that the base/foundation which the tiles were adhered to was STYROFOAM! It is required that these tiles be set into a base of cement. Styrofoam is too soft & pliable to secure stiff tiles & tile grout. Having never heard of anything as absurd as this, we Googled & You-Tubed it, and found NOTHING WHATSOEVER. We explained the the customer the unheard of nature of our findings, and that no repair would be possible; the the only fix required removal of the styrofoam, and installation of proper base materials. She insisted that she would not spend the money to do it properly, that we should fix it as best as possible. We did try, and at considerable expense (it took several times as much time/expense to repair as had been guesstimated), generated a "fix" that seemed reasonable (under the circumstances), but that couldn't be guaranteed. Customer was charged for a small fraction of our expenses, as a courtesy. And she decided to stiff us 100% on our costs, and to add insult to injury, to write a poison review years after the fact. This is the exact reason so many contractors won't take on small repair projects, or deal directly with consumers. Shame on us for trying so hard to please someone entirely unreasonable, and ungrateful.

We have had State contracts with multiple elder services agencies for more years than I can count. We have been thoroughly vetted by the state and are audited by these agencies periodically (countless times since the first of our contracts were signed). These innumerable, thorough audits have never turned up an overall rating of less than "excellent", or even a single line item rating of less than "very good" on any issue whatsoever. We are probably the least likely contractor in this state to be guilty of the sort of things we're being accused of here. Most of the allegations are barely worth responding to. Theft of a broken old air conditioner (the reason she requested our replacing it)? We have no facility for storage or sales of broken old appliances, and in fact had to pay a landfill a disposal charge to properly get rid of it. We didn't forward her a receipt because the worker (since terminated) unfortunately misplaced it, and we don't share our cost information with customers. So she ripped us off for the cost of her spiffy new air conditioner. And that we had to pay retail for our materials? The days of contractors receiving "wholesale" discounts went the way of the dinosaur before I got into this business. I think it is more the case of a sick (if she says so) and spiteful, (in light of her never paying for her appliance) senior citizen having taken advantage of one of the most highly rated/regarded service providers in the industry.