Complaints

• Initial Complaint

  14/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to book an appointment with Two Brothers Maintenance on November 7th for them to put holiday lights on my home on November 12th at 10 am. We discussed what type of clips I needed to buy for the lights so they could attach to my eaves ** ******* *** **** ** **** and these were the clips I bought. On November 12th, no one arrived at 10 am. I messaged the person I was in contact with ******** at 10:25 am and he told me that it was actually a four hour window (between 10 am to 2 pm), which was not mentioned at the original time of booking the service. The team arrived to my home around 3:30 pm, and they sat in their truck in front of my home for another 30 minutes before coming to my door. It was then that we discovered I did not buy enough lights for the project. I rushed to ******** **** and home (~20 minutes), and once I arrived back, they realized the clips I bought were also not the appropriate clips for the lights. I rushed back to ******** **** again, asked a sales representative for their advice, and bought the clips that they suggested. When I returned home (it is now 4:35 pm), the team was gone. They did not come back to my house until 5:15 pm. At this point, it was dark outside. They took a look at the new clips and told me they were also the wrong clips, and they could not put the lights up. ****** called me later and told me he would still need to charge me a $99.75 "set up" fee despite not having the project completed. I told him I was very dissatisfied by the lack of punctuality with the team, and the team being gone when I returned from the store. Had they been punctual, I would have certainly had time to get the appropriate clips. I suggested I pay 50% of the set up fee, because of how dissatisfied I was. He declined negotiating with me, told me that my invoice was due immediately, and that there would be a 3% daily interest applied, with a new invoice amount sent to me each day I didn't pay. * **** ********** *** ******* ** **** 

  Business response

  21/11/2022

  * ****** ** **** ** *********** **** *** ******** *********** ** ******** *** *** **** ** *** ******* ****** ** ** **** ** ******** **** ** ** *** ** ********* **** **** ** ***** * ****** ** *** *** *** ****** ** **** ***** ****** ** ** ***** ** ******* *** **** ** **** *** ***** **** *** ***** * ******* ** ******** ***** ** *** ******* ** ** *** * ******** *** ****** * *** ** ******* **** ******** ** ***** ** *** ** **** ** **** ** *** ******** * **** **** ****** ******** ** ** ** * **** ***** *** *** ********* ** *** ******** **** ** ******* *** ******** *** **** ******* ** ** **** ****** **** *** *** **** *** ** ***** ***** ** ***** ** ** **** *** ******* ** ******* ****** ****** ** ** ***** ** *** **** **** ** ********** * *** *** *** ****** ****** *** *** ******** * ****** ** ******** **** *** **** **** ********* *** **** * ******* ***** **** ******** *** ***** * ****** **** **** *** *** *********** ***** *** *** ******* * ****** **** ** ******** **** ****** ***** * ***** ************** *** ***** ******* *** ****** *** ***** **** **** ********** **** * ******** **** *** ** *** **** **** *** **** *** ***** **** *** *** **** **** ** ** ***** ***** **** *** ** **** ****** ** *** **** ******** **** **** * **** ** *** *** ***** *** **** ** **** **** **** *** ***** ****** *** **** ***** *** *** *** ****** *** ****** ****** ** ***** *** **** ** ** ***** ***** **** ** ****** ** * ****** **** *** *** ******* *** ****** *** ******* ********** * **** *** * *** **** ************ ** *** **** ** *********** **** *** ***** *** *** **** ***** **** **** * ******** **** *** ****** *** **** **** ********* * ***** **** ********* *** **** ** *** *** *********** ****** * ********* * *** *** ** *** *** ** **** ******* ** *** ************ * **** ** ******** *********** **** *** **** ** **** ** ******* *** *** ************ *** **** ***** ***** ** * ** ***** ******** ******** **** * *** ******* ****** **** ** ** **** *** * ****** **** * **** ********** *** ******* ** **** *

  To start this customer was booked between 10am and 2pm arrival time. Not @ 10am as if you call for a Booking we always do a 4 hour window. *** ***** ** **** ***** **** *** ***** *** **** *** ***** * *** ******* 

  When booking it was explained that we charge a $95 set up fee and $2 per ft for the light installation. The set up fee it's for setting up the ladders. The team did put up a string of lights and took them down we didn't bill for that. 

  I was in communication with this customer all day. She was informed around around 1pm that the team was running behind. I also spoke with her in the morning and had 5 phone calls with her when the team was onsite and many texts keeping her informed. When working on a ladder it's not something you can rush for safety concerns as we take safety very seriously. Even more so in the snow and cold weather.

  This was not an hourly job so I don't understand why she's upset that the team sat in the truck when they arrived. And if it was which it was not your not billed for that time. *** **** *** ***** *** **** ** **** *** *** ****** **** **** I talked to the contractor on site and he mentioned it was max 10 minutes as he was finishing up paper work from the last job and called the office to let them know there onsite and to call the customer. ** *** ****** *** *** * ****** 

  Originally her booking was going to be for a free estimate where I work come down to the jobsite going over the project and getting measurements. She declined and just wanted to book in for the installation saying she would get measurements herself. I also offered for an additional $50 we would go to the store and purchase the needed material but also declined so save money. 

  Before she went to the store the second time one of the team members on site was a female and asked to use the bathroom she told them no she could not use there bathroom and I was called from my team they there going to go find a washroom when she sent to the store. I even called the customer and informed her where they went. * **** ** *** **** ***** *** ****** **** *** 

  At the end of day my team was there for 3.5 hours until 7pm. They Set up the ladders and did attempt to hang the lights. Put up the clips and went to pop on the lights finding out that the clips were to small and would let the lights fall off from a gust of wind. I feel they did their job properly 

  I texted the customer 2 different types of clips to purchase and let them know to test them in the store or ask a rep for help. Its not our fault that the material she purchased didn't work. The team onsite did the best they could. She felt entitled to a 50% discount but it was not justified.

  *** ******** *** ***** ********** *** *** ******** *************

  Idk what more she wanted the team had flood lights and can work in the dark but the customer had dinner plans was upset and didn't want to go for for a 3rd time to get the proper clips. We even offered to come back the next day once. But she didn't want to go forward with us anymore There was nothing we could have done to satisfy her other then giving her a discount. Even just changing the set up fee we are still at a lost on the project.

  Its normal to pay for your hired services the same day they are completed.

   

  ** ** **** ** ******* *****

   

  Customer response

  23/11/2022

   
  Complaint: ********
  
  I am rejecting this response ********
  
  Sincerely,
  
  Sophie *****

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked Two Brothers Maintenance online to do exterior window and eaves cleaning on Oct 31. The quoted cost on the website is $95/hr with a minimum of 2 hrs for 2-story house (mine has 2 stories). When they arrived at 9 AM, one of the workers noticed that I have mesh gutter guards on my troughs and said they charge extra for gutter guards. Dylan (the owner?) called me shortly to say they charge $10/ft for gutter guard installation as specified on their website. I explained that there is no need for installation, these are flexible plastic mesh gutter guards that simply need to be lifted to clean the gutters and placed back on top of the gutter. The workers were finished at 12:25 PM. The company charged me $350 for 'Gutter Guard Installation', in addition to $356.25 for 'Eavestrough cleaning and window washing'. I paid the invoice on Nov 1 because the company called me 2x to say that will charge 3%/day if I don't pay it right away. Upon search of their website, I found that the 'Gutter guard installation' at $10/ft refers to installation of aluminum gutter guards, including cleaning of the eavestroughs, material and permanent installation. Given that I have not booked and the company has not installed aluminum gutter guards in my eavestroughs, no material was supplied or permanently installed, the charge of $350 was not justified and did not reflect what was performed on my troughs. All that was required was for the worker to simply lift the mesh guard, clean the trough and place the guard back in the trough. The extra time this would have taken is already included in the eavestrough cleaning fee as I was charged by the hour. I contacted the company today by email explaining the above and requesting a refund of $350&GST. Dylan called back shortly claiming that what they did is indeed removal and installation at $10/ft and I shouldn't have accepted the charge. He refused to issue the refund, *** ****** *** **** * ****** ** ************* *** ************* *********

  Business response

  21/11/2022

  It was explained to the customer in advance that we charge an additional $10 per foot to remove and reinstall the gutter guards . She agreed to the additional charge. One week later she feels entitled to a refund as she saw on  my website that its the same price to install alu-rex gutter guards but thats not what she was billed for. She was billed to remove and reinstall the existing guards she had on her home. It's also listed on our website. All our prices are listed online. *** *** *** **** * ************************** I've already spoken her in regards to this. Moving forward we won't be giving them a refund as this was agreed to the cost before we did the work. 

  Customer response

  22/11/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  1. There is no valid reason to charge the extra cost of $10/ft to simply lift up a mesh guard to clean the trough and place it back. Please compare it to the service of gutter guard installation which includes purchasing and providing the material (aluminum gutter guards) to the customer, measuring and cutting the guards to fit the customer's troughs, permanent installation, and cleaning of the eavestroughs.  In my case, there was no expense of purchasing material, no measuring, cutting and permanent installation of the purchased gutter guards.  While the eavestroughs were cleaned that expense was included in the package of exterior windows and eaves cleaning at $95/hr which I booked and paid.  The extra time it would have taken to simply lift and place the existing mesh guards back was included in the time charged at $95/hr for a total time of 3.75 hours (workers arrived at 9:00 and left at 12:25)

  2. Please note that the service of Gutter Guard Removal and Reinstallation at 1hr/$10/ft was only added on the Two Brothers Maintenance website after my complaint was made, likely to support their rationale for charging me the extra cost of $350 as I mentioned to them that this information was not mentioned on their website.
  
  
  Sincerely,
  
  Irena ******

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Two Brothers on July 11th to trim trees on my property that I needed done for an insurance safety inspection by the deadline of July 31st. I had advised Dylan via email of my inspection deadline before hiring him. He stated that he understood the deadline and was going to get the work done I also specifically told him not to clean my eavestroughs and he sent someone to clean them anyways and charged me. On July 31st in the morning, I paid Dylan $703.50 via etransfer. I hired Dylan in the past for window cleaning, and my parents had hired him before, so I assumed he would respect my deadline request and get the work done. Dylan did not show up to complete the trimming that day or contact me. I had to contact my insurance company and request an extension on the safety inspection. I emailed Dylan on August 8th asking when he's planning on coming - no response. Phoned and emailed again on August 9th - no response. Dylan continued to promise several specific dates and would not show up to do the work and would not contact me with an explanation. On August 16th I contacted him again, he said would be there in 6 days. August 23rd - no show and does not respond to text. August 26th contacted him asking for a refund and advised him that I was hiring another company with my extended deadline now a few days away. He called me and said he is coming on the 30th (my extended deadline date). He did not show again. I messaged him on the 30th PM, telling him that if I don't get a transfer back by the end of the night, that I'm opening a Small Claims Court claim. He said via text that he "would send it in a week". 8 days later (on Sept 6th) - no response to my text. Sept 7th - no response. Sept 8th - responds and said the money would be sent by the "end of the day Sept 9th". I still have not received my money.

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