Complaints

• Initial Complaint

  24/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The job is not completed and not done properly.

  Business response

  01/09/2023

  ***** hired us to do some work around her rental home. She hired us to clean the eaves, attach any eaves that were coming off of the house, move her back downspout into her yard, replace her cold air return, remove a plastic extension above the garage and replace it with a real elbow, install new eaves on the right side of the garage, redirect it to one side and finally remove all of the stones on the second landing of her front steps, re-sand and re-install them. Fill the cracks with sand, power wash, clean and supply all materials. Her step was sagging and she needed it leveled out. The top right was very sloped towards the house and this also needed to be addressed. 
  
  We started the work on Wednesday, July 19th and continued on Friday, July 21st. We had a lot of rain during this time so it was hard to work continuously on it outside. The guys let her tenant know they would be back to continue on Monday, July 24th. ***** reached out on Saturday, July 22nd to let us know that the rain seemed to be bypassing the gutter on the upper part of the roof which was creating more water on the lower gutters. On Monday, July 24th at 5:10 pm we received an email from ***** with a list of items that according to her had not been completed. This was the same day that she made the complaint and at this time had only paid her deposit. At 5:33 pm she emailed me photos of her step saying that she did not want the gaps between the steps.   
  1, The front step (second landing), blocks were not removed, raised, and re-installed as per discussion.  The gap between the first and second remains.
  2, The gutter at the back has not been cleaned.
  The front gutter is still leaking as well.
  3, After installation of the new eaves above the right side of the garage, downspout remains to be completed.  
  I replied to her at 5:47pm and let her know that I would speak with ****** and get back to her. The next morning at 10:20 am she sent me a photo of part of the eaves and said it was not completed either. I emailed her at 2:16pm that same day asking her to confirm the following list is what she wants. 
  
  Just so I understand fully you would like the following to be done;
  You would like the top right area in the photo of the steps raised?
  The backyard gutters cleaned 
  The drain spout in the photo above to come down further?
  Can I book this to get completed next Wednesday?
  There was a little mix up as I hit reply and not reply all so she did not receive a copy of this right away. On July 26th she followed up, I apologized for not "replying all" and forwarded her the email. She replied a few hours later saying "Yes. Those things need to be completed in order for me to complete the remaining balance of the invoice payment" We spent until around 9pm on July 26th going back and forth to book a time that worked with her tenant to go back and address her concerns. At this time she already made a complaint to BBB without us even having the chance to schedule a time with her tenant to address her concerns which is frustrating and we still had only collected her deposit. 
  On July 27th she sent me an email with some better photos that showed her concern about the gap. I replied to her saying "Thank you *****, I completely see what you're saying and we'll get it fixed up! There does need to be a slight angle so the water doesn't pool but what's currently there is too steep. How about August 1st?" ***** responded saying she does not want water to slope towards her house which I replied to saying "I completely agree, I just wanted to let you know there will be a slight slope but away from the house. I've got it booked in and it will be beautiful when it's done!" She confirmed August 1st worked with her tenant. August 1st came around, the guys went out and addressed her concerns. 
  On August 3rd ***** emailed me asking when the work would be done to which I replied "What is left to do? I was told it was all finished. Here are the steps!" I sent her a photo of the steps showing her that they were raised, a photo of the eaves being extended to the ground and the eaves coming across above the garage and going right into the drainage system. She replied saying "The second landing, the middle part is still untouched. Well, i guess in your eyes, it's done. The gutter cleaning at the back is not done yet. I don't see any picture from you either. If you have any pic that i can see, would you please send it to me,  please, and thank you?" I replied saying "A photo of inside the back gutters? I do not but I can request one from ****** or send someone else to check? For the middle step, let it be as is for a little and have a little traffic going in and out. It should come down and settle. This is a high-traffic spot so you want it to be a bit higher and as people come in and out, the sand will settle and level out. If this does not happen, send me an email and we'll be back! You have a one-year warranty on all workmanship so I think it would be a good idea to wait until September to see how it settles and if it's still the same we can come and remove a bit of sand. Completely up to you tho! If you are unhappy with it, I am happy to send a guy out and fix it to your liking."
  I think it's important to note that ***** was never on the premises and all of her accusations were based on photos, or lack thereof and not seeing these things with her own eyes. She emailed me on August 9th asking for an update and I let her know that I was just getting back into town and that I would send her the photos once I was back in the office and got them from *****'s work phone. I then said other than that everything is completed and we will revisit the steps in the fall once there has been some traffic on them. ***** is upset about the gaps between the stairs but there isn't anything we can do about that without ripping up all of the stairs and she did not hire us to do that.  
  On August 10th I emailed her the photos of ****** cleaning the back gutters and she replied saying she would transfer us the balance even though she was not satisfied. I replied saying "Thank you for your payment *****. What are you still not satisfied with? We will 100% address any issues and don't want you to be unhappy! " She replied with the same issues as before and I replied saying "Well, the second landing is not leveled from one end to the other. Both times, you guys said it was completed . Always working on only left side minimum work done on it. NEVER RAISED the second landing properly. The worst thing that was the part you guys CHARGED ME 2500$ for it. And that's the part you guys cut corners on the most.UNSATISFIED BIG TIME...."
  On August 11th she sent payment for the invoice. 
  On August 13th she emailed me again about the same concerns to which I replied  "As I mentioned, please reach out in a month after the step has been walked on for a bit. If it doesn't come down we will come back and lower it. If we do that now, and people walking on it makes it sink, we will have to remove it all and raise it again. I want to see if it settles naturally with people walking on it first. The gutters were done and so was the downspout. There are no cutting corners here but we have to see if the step settles first." and then asked our project manager ******** (the PM who quoted the job) to give her a call and explain things better seeing as I wasn't able to address her concerns or explain it correctly. 
  All of this to say, we did exactly what we were hired to do and went back multiple times to adjust things to make her happy. ***** doesn't live in Ottawa and has not seen the rental property herself. We can only do so much when we were hired to do very specific things and she feels that we should have been able to level out all of the steps while only being hired to work on ONE step. If she would like them to be perfect that is no problem at all. We can remove all of her steps and start from scratch like she should be doing but doing that would cost way more. The issue isn't the step, the issue is everything under it and around it. We went back again to raise it for her and then it was too high. I will not send someone back there to lower it after she just made us raise it until we know for sure at the end of September that the step won't settle on its own. 
  I feel like I was quick to address her issues and was very understanding and nice to her and I think her complaint should be removed seeing as she filed it before giving us a chance to address the issues, which we did and she then paid the balance. I have offered many times to go back later to review the steps once they have settled and let her know that she has a one-year warranty so it won't cost her anything extra for us to go back at the end of September. ***** lives 8 hours away and was accusing us of not doing things based on us not sending her photos of the completed items (which I never knew she wanted) 
  

  
  

  Customer response

  02/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I did give the chance to the CEO ******le as soon as I could on July 21 after he said he was done.
  By saying "top step is done , second step is done halfway and around the gas line has no patio stone and we put some around and continue"
  ******le sent me some pictures that work in progress in the morning at 8am.
  We had  a video call with ******le later in the morning. He told me that he will be done that day.
  By 2.57pm I texted him asking if he is done or not.? because my tenant informed me they already left.
  

  Why did I text ******le if he is done for the day or the work is done? Because the second landing at that point wasn't done properly. 
  He called me right away and told me he didn't want to be asked or micromanaged.  
  I apologized about my text and waited. 
  The next day on July 22nd at 11.09am
  I received a text with pictures from ******le that showed he was cleaning the top gutter. "he said went to the top and cleaned the eaves" .
  The picture was just taken the front of the house, none of the pictures wore the back of the house. He thought I would never find out because I don't live in Ottawa. 
  The back of the house Gutter has been cleaned but, after so many back and forth emails asking to be done. Finally It was done on August 10th. 
  The downspout that needed to be fixed moved from my next door garage to my side of the garage. It was done on August 3rd after so many back and forth emails. I have pictures of how they left it. After they said the work was completed and they asked me to pay the balance.  
  
  The next day, July 23ed it rained. My tenant took a video of the eaves leaking water out of the corner of the right side of the garage eaves damaging the interlock. ****** just washed it and sand it.
  I sent the video to ****** right away on Monday July 24th. 
  I asked ******if he sealed the corner of the eaves because it was leaking and damaging the interlocks?
  ****** said the video was taken on Saturday the 23rd so when I asked on the 24th he said he did them. as we speak still leaking water, as it shows on the video. That has never been fixed until this day.
  After Texting with ****** asking him to fix the second lading and the eaves by giving him the chance to complete the work. His reply was that he is done. He is going to send me to the collections.

  A few hours later, I filed a complaint on July 24th to BBB because ****** told me he had done the work . He also told me he will tell ***** to send it to the collections. At that point , I was looking at my options
   Until that point my communication was with ****** directly. The person that I saw online advertising his business. The reason I trusted him with my house was to be fixed by him. Unfortunately he never completed the work as he advertised himself to be. 
  My communication with ***** was from day one in person when he came out to see my house and we had agreed verbally in front of an eye witness. The 3 of us standing outside. ****** and I said verbally what needed to be done and how it was going to be done. Beside the agreement by email . That's why my tenant was there to make sure he witnessed the conversations he will be there, not me. After that  I continued  to text with ****** the CEO from day one. until he threatened me " he was going to tell ***** to send it to the collections"
  After that some afternoon i received an email i need to review and complete the payment. 
  From that point my communication started with ***** that was in the afternoon on July 24th. At that point I already filed the complaint to BBB.
  As Handyco Ottawa said, they didn't get the chance to complete the work.
  I already gave the chance to ****** by asking him to complete the job by text because that was the communication I had at that point directly with him. I asked and complained about it to him. He was too fast NOT to deal with my complaint so , ****** chose to threaten me by saying he was going to send me to the collections.

  Even after I started communicating with ***** they did not complete the work. The gutter not kneeled where it needs to be or the eaves in the corner are NOT sealed still leaks and the water is still damaging  the walkway.

  And the second landing was not fixed.
  

  I paid the balance because of the treats I received from the CEO ******le by himself by text. I can provide the text if it's necessary with all the videos and pictures  as well as i will be sent to the collections text.

  I am not happy with the work that has been done. I paid for it because of the treat I received. 

  Let's start the comment the ***** admitted by saying 
  
  
   " remove all of the stones on the second landing of her front steps, re-sand and re-install them. Fill the cracks with sand, power wash, clean and supply all materials. Her step was sagging and she needed it leveled out. The top right was very sloped towards the house and this also needed to be addressed"
  
  The interlock never was removed and reinstalled all of the stones on the second landing.
  That I paid 2500.00$ for it. just for that part of work. that never was completed or done properly. 

  
  1. First it was done by repositioning 3 interlocks that were damaged by the water coming down from the top gutter. By washing and sanding i t only as it was before. with out removing the rest of the interlock .
  Handyco contractor thought, I will never notice it or I'm not there to see it with my own eyes because I don't live in Ottawa. That was the excuse given by Handyco Ottawa If someone is not around to see everything or how the work has been done. It is too bad for the customers . Handyman  is not going to do what they are supposed to do in the first place. Because of that reason Handyco Ottawa can NOT be trusted if no one is around to micromanage their job.
  
  
  2. when I asked for the second time to be fixed or to raise up the second landing. The gap between the first and the second landing was still there . They came back and raised a bite; only the right corner left the rest as it was before. That is why I said why cut corners? why not remove all the interlock and level it all at once. as ***** mentioned it in her email.
  3. When I keep asking, it needs to be higher to feel the gap between the first and the second landing and also it needs to be leveled. They came back and did only from the right to almost to the middle at some level .
  I keep asking over and over it's not high enough and it's not leveled enough. I never said it's too high. because I complained that it was not high enough from the get go.
  I have been told to wait until the end of September to be walked on to settle down. it never was raised up to eliminate the gap between the first to the second landing evenly to start with. Why i needed to wait till the end of September they did the work only the right corner instead from left to the right all the second landing removed the interlock raised up to feel the gape between the first and the second landing and reinstall the interlock back again.  
  That was the main reason it needed to be fixed; the second landing is sneaked from the water damage and has a gap between the 2 stapes. From day one.
   All the interlocks aren't  removed and leveled from the start. keep touching up a few interlocks to make it look like it's done again. I have before and after pictures that show clearly uneven and never removed all of the interlocks.
  I don't have to be there all the time to get good service. I have the tenant look after what was done. He sent me pictures and explanations of the work and how it was done. I have someone I can trust on the site.
  
  Handyco Ottawa can't be trusted by someone like me. Someone needs the service form wherever they are or busy with their life or work. If someone deals with Handyco like me just trusting what they saw online and the CEO comes and tells them he is going to do the job himself and to trust him. They will be next like me, unhappy customers. they lose so much money 4,526.22$ down into the derange. If my complaint will be removed from BBB, there will be more people like me in the near future. 
  My complaint should be to stay for others to learn from my mistake.       
  
  
  
  Sincerely,
  
  ***** ******

  Business response

  07/09/2023

  On July 21st (Friday), the guys were "done for the day" not done the project because it was raining very hard and no more work could be done. So they let the tenant know they were done for the day and would return on Monday to continue. So yes, ***** received a text saying they were done, but for the day, not the project. 

  The next day on July 22nd at 11.09am (Saturday) ****** sent the photos as per her request. ***** claims he didn't send photos of the back eaves because "He thought I would never find out because I don't live in Ottawa" This is not the case. ****** was the one to do the quote with ***** and they never went to the back of the house and the back gutters were not included in the quote. When this wasn't done (because it wasn't included in the quote) she expressed her frustration and we went back and we did the back gutters free of charge and sent her photos of that. 
  
  The downspout was done, ***** just didn't like how it was done. She was upset that the downspout didn't go all the way down to the ground. The downspouts don't go all the way to the ground because we have winters in Canada and that would mean that her downspout will now be covered in snow from her driveway blocking the exist of her downspout and when they shovel or snow plow the driveway the downspout is going to get damaged. So yes, we did complete the work. She was upset, we returned and did it the way she wanted it done despite it being incorrect. At this time all of the work had been completed, even free work so we sent the invoice for payment.

  On Monday July 24th ***** sent the video of the eaves "leaking"  The water was going OVER the eaves because we had record breaking rain for that week which caused many homes to flood. ***** doesn't have any capping on her eaves so of course the water is going to overflow when we have a lot of rain. If she had capping on her eaves it would create pressure and push the water through. Without capping, the water just overflows during these massive downpours. We were not hired to do this. The job was communicated once in person and a quote was sent. Several times we walked through the job with the tenant and he raised no complaints. If rain is damaging her interlock, all of it would be damaged as the rain falling from the sky that doesn't happen to land in her eaves will hit the ground?

  At this time the work had been completed and re done a few times. ***** was texting ****** saying he was refusing to pay for the work despite it being finished and this is when he mentioned collections. I didn't know of this conversation as it happened over the weekend and before I could respond to ***** she filled the claim. 

  Responses to *****'s numbered points;

  1. ***** was not on site watching the work be completed nor was her tenant. The stones from the second step were all removed, new sand an reinstalled. ***** cannot make these bold claims and say the work was never done when she was never there and still hasn't been there. How can she say that? The only way she can say that is if she was physically present and watching the work. To this day ***** has not seen the work with her own eyes. 

  2. The gap will always be there because again we were hired to do ONE step. The gap above and below will not change if you are only touching one step. The only corners that were cut were from *****, not having all of the steps removed and re done. She did not want to pay for this as it would be too expensive so she hired us for one step. I explained to ***** that she should have had all of the steps removed to properly level everything out. We can't do magic and can only do so much with one step. 

  3.We returned and remove the blocks again and raised the right corner like she requested. Because of this she now felt like the middle was too high! First too low, now too high. I told ***** that I wanted there to be come traffic on the step for a month to have it naturally lower the step. Because what I know will happen, is we will go back and lower it and then her tenants will walk on it, it will settle naturally and then be sinking again. Then she will complain that the step has sunk. So yes, I told her in a month we will return and assess and if it's too high we will lower it. At not additional cost? She said she doesn't want to wait until the "end of September they did the work only the right corner instead from left to the right all the second landing removed the interlock raised up to feel the gape between the first and the second landing and reinstall the interlock back again." If we do that she will then have gaps above the bottom step, again, because she only hired us for one step. You cannot lift a step to remove the gap between it without creating a gap below it. This is mathematically impossible. ***** cut corners by not having all of the steps re-done and because of that she will be unhappy with anything done to them other than removing all of it!

  In conclusion we were hired for the following;

  Clean eaves - Done
  Re nail where needed - Done
  Move back downspout into her yard - Done
  With 2 lengths 16 ft - Done
  Replace cold air return 5 inch screen - Done
  Remove plastic extension on the above side of garage to a real elbow - Done
  Install a new eaves above the right side of garage - Done
  Redirect to the side one - Done
  Clean the drain beside garage and put back downspout - Done
  Supply and install - Done
  4 pcs brown downspout - Done
  4 elbows - Done
  Screws - Done
  2 white downspout - Done
  2 white elbow - Done
  1 5 inch vent for cold air - Done
  The front step, second landing to remove all blocks and Re sand - Done 3 times
  And reinstall - Done 3 times
  Broom to power wash and clean and Re sand the bottom - Done

  We did everything we were hired to do an did them multiple times to make her happy. I have told ***** she has a 1 year warranty and we will be back at the end of September to look at the step and adjust it if needed. There is literally nothing else that can be done with what ***** hired us to do. She knew the price before the work began. Approved the quote and paid her deposit. For ***** to get the results she wants on the steps she has to have everything removed and leveled. Without taking those steps and not cutting corners she will never get the desired outcome she is looking for. 

  *****'s claim is not valid by saying the work isn't completed and not done properly. The work is completed 100% and the only thing that is not done properly is her downspout because we would never advise someone to bring the downspout to the ground in Ontario with the amount of snow we get but we did it the way she wanted. ***** cannot say things aren't done properly when she has zero knowledge or experience in this field and asked us to do something we did properly and change it to the improper way she likes.. Leaving this complaint for future clients to think we didn't finish a job and didn't do it properly when it in fact has been completed, we have requested to go back and assess in the fall to make her happy and did the job she hired us to do is damaging to our business. This statement is not true and will stop future clients from hiring us....based on lies.  

  
   

  Customer response

  18/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1. Lies and excuses to get away when Handyco Ottawa gets caught. 
  
  
  
  “This is not the case. ****** was the one to do the quote with ***** and they never went to the back of the house and the back gutters were not included in the quote. When this wasn't done (because it wasn't included in the quote) she expressed her frustration, and we went back, and we did the back gutters free of charge and sent her photos of that. " 
  
   
  "Well ****** you keep saying I wasn't there to see how the work was done" Now you come up with the biggest lie of all again. "******** never went to the back of the house " well your CEO has Xray eyes to see through the house and gave me a quote for the back of the house then?
  
   
  
  I'm glad you keep saying that. Now I feel we are getting close to the truth. All along I kept telling YOU the truth.  
  
  Because you keep telling lies and excuses repeatedly. Now you got caught in your own lies. You weren't there either myself and ******le and my tenant went out to the backyard to get a quote for 3 things to be quoted. 
  
    
  
  1. For the back gutter. 
  
  2. For the white downspout that was extended in my next-door backyard because we share eaves so it can't be moved to my backyard. That remained in my next-door backyard   
  
  3. As well as the cold air return 5-inch screen to be changed. ****** himself pointed out it needed to be changed. ****** gave me a quote at the back of the house beside the patio door.  
  
  WHO IS LYING NOW? Or you are running out of excuses. WHY? YOU WORE CUTTING CORNERS? Again, I have to say this, Handyco Ottawa Thought, I will never find out because I don't live in Ottawa to see if the back gutter has been cleaned or not. 
  
  I know you never use the word backyard or where the WHITE downspout was located or where the work with the white downspout was done. Even on your done list. Let me tell you why. because that doesn't line up with your lies. "****** never went to the back of the house to give me the quote"  
  
  Is that what you want your future client to believe? 
  
  Why would I NOT include the gutter cleaning from the back of the house? While I was doing work on the white downspouts that were attached to it. WEIRD HA? Besides, it would be impossible to give me the quote by staying just in the front of the house without seeing what kind of work needs to be done at the back of the house.???? Wow, your biggest lie just got you caught. 
  
  At this point I'm adding Handyco Ottawa LIES, GIVES YOU ALL KINDS OF EXCUSES IF THE WORK NOT DONE, THE WAY IT SHOULD BE DONE AND CUT CORNERS. IF YOU COMPLAIN ABOUT IT OR IF HE GETS CAUGHT CUTTING CORNERS. YOU WILL BE THREATENED TO YOU BE SENT TO THE COLLECTIONS.   
  
  Future customers should learn from my mistake by taking note of WHERE and WHEN ***** the CEO gives them a quote.  
  
  PLEASE DON'T BE FOOLED BY FRIENDLY LAUGHS AND JOKES SO AS NOT PAYING ATTENTION THERE WILL BE CUTTING CORNERS.  
  
  
  I have been asked to pay the balance on the 24th of July and the gutter cleaning was done Aug 10th after 17 days of frustration. I paid for it; it wasn't done for free. I paid for it including for a few other things done within the quote 940$
  
  
  
  2. Lies and excuses to get away when Handyco Ottawa gets caught. 
  
  '***** just didn't like how it was done. She was upset that the downspout didn't go all the way down to the ground. The downspouts don't go all the way to the ground because we have winters in Canada and that would mean that her downspout will now be covered in snow from her driveway blocking the exist of her downspout and when they shovel, or snow plow the driveway the downspout is going to get damaged. So yes, we did complete the work. She was upset, we returned and did it the way she wanted it done despite it being incorrect. At this time all of the work had been completed, even free work, so we sent the invoice for payment.' 
  
  
  
  Let's talk about the front DRIVEWAY. Brown downspouts that's located between the 2 garages. That was left so high above the ground. My neighbor complained immediately and asked to be removed or to go down to the normal level any downspout should be done. Her 4-year-old kid can't play on their own driveway because of it. THE MOTHER SAID HER KID COULD GET HURT. Because that was left so high, almost her kid height. It was 20 inches in height above the ground. Pic is attached that can prove the 2nd lie of Handyco Ottawa's bad job done and trying to cover it with a lie. Or the other reason I would say. By buying a short downspout to save money from the quote. 
  
  
  
  3. Lies and excuses to get away when Handyco Ottawa gets caught.
  
  On Monday July 24th ***** sent the video of the eaves "leaking". The water was going OVER the eaves because we had record breaking rain for that week which caused many homes to flood.
  
   
  
  Yes that did happen but,"Leaking eaves'' It keeps leaking until this day with any amount of rain. As it shows on the last video, it's not because of Overflowing water from heavy rain the leaking coming out from the joint or the corner of the eaves that needed to be sealed and it needs to be re kneeled that included the quote 940$.   
  
  
  
  4. Lies and excuses to get away when they get caught.
  
  "At this time the work had been completed and re done a few times. ***** was texting ******le saying she was refusing to pay for the work despite it being finished and this is when he mentioned collections. I didn't know of this conversation as it happened over the weekend and before I could respond to ***** she filled the claim". 
  
  
  
  A. JULY 22nd on Saturday at 11.09 am when ****** sent me a pic of himself cleaning the top Gutter in front of the house, not the back of the house. THE CEO thought, I'll never find out if he doesn't clean the gutter at the back. Because I don't live in Ottawa. That was one of Handyco cutting corners. 
  
  B. with the pictures saying he is done and leaving. 
  
  At that moment. I replied to his text, I said thanks for the update on the top gutter, I do appreciate it. I asked if he saw the video of water leaking from the eaves? As well as if he sealed it and then kneeled the eaves. also asked him about the second landing, the big gap that was still the same. 
  
  His answer was"IT WAS TO RAISE THE INTERLOCK AND NOT DIG THE BIG LOCKS '' when he texted me at that moment , he wasn't thinking ***** was going to deny it on my complaint BBB. At that moment his thought was just to sekeping not redoing the big lock. 
  
  It's clear to me that, he didn't remove all the interlock and raised it higher to eliminate the gap between the first landing and the second landing. because it shows clearly on the pic.
  
  In his next text he said " I will tell ***** know then to put it in collection."
  
  On JULY 22nd at 1.11pm.
  
  ON the 24th JULY at 12.45pm I despite not paying. 2 full days after THE CEO threatened me on July 22 at 1.11pm he will send me to the collection. 
  
  C. JUly 24th 12.13 pm when I sent the video of the eaves ``Leaking" At that point nothing has been redone or completed, not even close. 
  
  As it follows 
  
  D.The back gutter wasn't done.
  
  E. the right side of the garage downspout wasn't completed left 20 inches above the ground
  
  F. The second landing wasn't done properly.
  
  G. The eaves are still leaking. they need to be sealed and re kneeld 
  
  
  
  Responses to my numbered points;
  
  "***** was not on site watching the work be completed nor was her tenant. The stones from the second step were all removed, new sand and reinstalled. ***** cannot make these bold claims and say the work was never done when she was never there and still hasn't been there. How can she say that? The only way she can say that is if she was physically present and watching the work. To this day ***** has not seen the work with her own eyes." 
  
    
  
  1. Yes, I don't live on my property, but my tenant does. Again, how can you be sure until this day if I didn't see your work?  
  
  While the work is in progress my tenant will send me a pic and a good description of the work that has been done every single day. As well as by email supported video as well. I should also trust a business that has 25 years or more came to my door as a CEO, ******le telling me he is going to do professional work. I should be anywhere in Canada to receive a good service. That didn’t happen. 
  
  Contractors should be trusted with what they do. Customers shouldn't be there all the time to micromanage the contractor.  
  
  
  
  2. "We were hired to do ONE step. The gap above and below will not change if you are only touching one step." 
  
  Yes, I hired you to do ONE STEP. To eliminate the gap between the above or the first landing and second landing by raising it higher only the second landing. that you keep cutting corners to do it. 
  
  The one below the 3 landing is my problem not yours. I have a plan for it. I left it for now because I plan to do that when I do my driveway together. because that should be on the same level as my driveway. I'll make the decision when I would like to do it or whom I'm going to hire to do it. one thing for sure was I DIDN'T LET HANDYCO OTTAWA DO IT. If I did that, I would have lost so much money by now. That would have been the biggest mistake of my life or a waste of my money. The reason I FILE COMPLAINT TO BBB was for others to learn from my big mistake by hiring Handyco Ottawa. 
  
  One of the reasons would be, if they won't be there all the time to see how the work has been done. There will be cutting corners. Reason to micromanage the work to see it with their own eyes. If they are busy with their lives or don't live in the area, They shouldn't hire Handyco Ottawa expecting the work to be done as he promised you while he quoted you on the site. Even if you live in the area, Get your pein and pepper out as well as look up a closely written quote you are going to sign. Because whatever he promised you while he was giving you the quote it doesn't count. There will be cutting corners. That's what happened to me
  
   YOU make sure every one of your house eaves has been mentioned. He might cut corners by not cleaning the back of your house. you have to go in details on the final quote coming to you to sign by emails. Don't trust verbal quotes even if that was done in front of a witness, that it doesn't count. 
  
   
  
  3."We returned and removed the blocks again and raised the right corner like she requested" 
  
  Yes you did, you returned but, instead of RAISING IT HIGHER THE SECOND LANDING TO ELIMINATE THE GAPS BETWEEN THE FIRST AND THE SECOND LANDING by removing all OF the interrlock AND INSTALLING IT BACK AS WELL AS getTING IT leveled. 
  
  WHAT YOU DID WAS you returned and removed the blocks just underneath the first landing of the first row of the second landing to make it look like the gap was illuminated. THAT'S WHAT YOU DID WHEN YOU RETENED. That shows an uneven line between the first and the 2 landings. I provide a picture that could show it clearly.  
  
  I never said it was too high, not even once, my complaint all along the same. It has never been raised high enough and not leveled from left to right side of the second landing....  
  
  If the second landing was raised high enough to illuminate the gap between the first and the second landing, I wouldn't have complaints. That was the main reason it needed to be fixed in the first place from day one.  
  
   
  
   Handyco Ottawa numbered list.
  
  1.Clean eaves - Done 
  
  Only in the front of the house on time. The back of the house wasn't done until 17 days later, Even that after I asked for proof or a pic that shows it has been done. Because I got it checked and it wasn't done. when I was asked to pay the remaining balance. 
  
  2. Re kneel where needed - Done 
  
  NOT all of it done? because still there's a leaking on the corner of the garage door eaves. 
  
  3. Move back downspout into her yard - Done  
  
  4.With 2 lengths 16 ft - Done BTW this is the one you completely forgot not to mansion when you said ******le never went to the back to give me a quote. 
  
  2 white downspout - Done  
  2 white elbow - Done 
  5.Replace cold air return 5 inch screen - Done 
  6.Remove plastic extension on the above side of the garage to a real elbow - Done 
  7.Install new eaves above the right side of garage - Done 
  Redirect to the side one - Done 
  8.Clean the drain beside garage and put back downspout - Done 
  
  Not done it was blocked  
  9.Supply and install - Done 
  10.4 pcs brown downspout - Done 
  4 elbows - Done 
  Screws - Done 
  1 5-inch vent for cold air - Done 
  
  11.The front step, second landing to remove all blocks and Re sand - Done 3 times 
  
  Yes, 3 times still not completed as IT SUPPOSED TO BE DONE. came back 3 times just to cut corners. it should have been done. from the start all at once.  
  
  12.Broom to power wash and clean and Re sand the bottom - Done 
   
  
  "We did everything we were hired to do and did them multiple times to make her happy. I have told ***** she has a 1 year warranty and we will be back at the end of September to look at the step and adjust it if needed. There is literally nothing else that can be done with what ***** hired us to do. She knew the price before work." 
  
  
  
  The reason I'm still not happy. Again, I want you to look up your DONE LIST. and my NOT done or NOT completed list. 
  
  I knew the price before work. I paid you even if I wasn't happy because of the threat I got from ******, the CEO himself. 
  
  You said, "There is literally nothing else that can be done."  
  
  
  
  Obviously, there's something that can be done if you offer me to come back at the end of September.   
  
  You said I have a 1-year warranty and you are going to come back to redo it. if it's needed free of charge. I kept saying it's necessary to be REDONE THE SECOND LANDING done as it was quoted 2500$ just for the second landing only.  
  
  
  "For ***** to get the results she wants on the steps she has to have everything removed and leveled. Without taking those steps and not cutting corners she will never get the desired outcome she is looking for'' That's what I hired you to do. 
  
  I don't know how many times I have to say this.
  
  In order for me to see a good result from your work would be. On the second landing, if Handyco Ottawa has removed all the interlock raised it hiyer to eliminate the gap between the first landing. The second landing needs to be leveled. That will be the result I paid for 2500$ again you don't need to tell me what I need to do over and over again. to cover your cutting corners. As well as calling me a liar that you just got caught lies yourself by saying ****** never went to the back of the house. Yet again you make a list of the quotes that have been done at the back of the house. 
  
   
  
  "*****'s claim is not valid by saying the work isn't completed and not done properly. The work is completed 100% and the only thing that is not done properly is her downspout because we would never advise someone to bring the downspout to the ground in Ontario with the amount of snow, we get but we did it the way she wanted." 
  
   
  
  Yes, I'm going to say it again, my claim is valid, and it can help so many other ppl like me.  
  
  It's not completed 100% because of all the reasons I listed above. 
  
  As you said the downspout wasn't done properly because it was lifted 20 inch above the ground. It was a hazard for my next door 4 years old kid to play on their own driveway attached to my driveway. 
  
   
  
  " ***** cannot say things aren't done properly when she has zero knowledge or experience in this field and asked us to do something we did properly and change it to the improper way she likes."
  
  You are talking about snow? How about the rest of the year? How about kids' lives? if my next-door kid runs to it while he is playing as the mother mentioned anywhere on his body he can be hurt, that's why? The mother complained right away and asked to be removed. Is ****** the CEO giving it a good thought about that or he was thinking just how much money he is going to save from the quote by buying the shorter downspout? Now you are telling me in Ontario with the amount of snow we get on the ground. That's one of your excuses to sound like you did the right thing which was a complete lie. That you corrected the work after 9 days of frustration you put me through.  
  
  
  
  In my conclusion I would say
  
  Handyco Ottawa said "when she has zero knowledge or experience in this field" 
  
  Well, I am not a contractor obviously but, from the year 2000 until this day. I bought and sold houses OLD or NEW. Some wore I got them built from the ground up and sold them. Some of them I still own , I have another townhouse as well as the one in this mass I got into..  
  
  The last 13 years I have dealt with good contractors. Whether through property management or by myself being hired and did a wonderful job by completing as they quoted me. sometimes with their own suggestions as well. The job was always done on time at least most of the time.   
  
  This is my first time I have been told to be on the site to micromanage contractors' work. If not, I can't complain if it was incomplete or not done properly by Handyco Ottawa.
  
   For not being in the same city. What I got from Handyco Ottawa cutting corners NOT doing the work the way I have been quoted. When I caught them cutting corners. They come up with the biggest lies ever. 
  
  At this point I'm adding Handyco Ottawa LIES, GIVES YOU ALL KINDS OF EXCUSES IF THE WORK NOT DONE, THE WAY IT SHOULD BE DONE AND CUT CORNERS. IF YOU COMPLAIN ABOUT IT OR IF HE GETS CAUGHT CUTTING CORNERS. YOU WILL BE THREATENED TO YOU BE SENT TO THE COLLECTIONS.   
  
  Future customers should learn from my mistake by taking note of WHERE and WHEN ****** the CEO gives them a quote.  
  
  PLEASE DON'T BE FOOLED BY FRIENDLY LAUGHS AND JOKES SO AS NOT PAYING ATTENTION THERE WILL BE CUTTING CORNERS.
  
  

  
  
  Sincerely,
  
  ***** ******

  Business response

  20/09/2023

  I will always tell clients what they need to do over and over if they aren't doing things properly because this is my profession and what I do for a living. Do I tell a nurse how to do her job, no? Please explain to me how we are magically supposed to make gaps disappear by only removing one step? It's impossible. You move the step up and add more sand, there will be a huge gap beneath. To get rid of the gap beneath you have to remove the bottom step, add sand and level. For the result ***** wants, you literally have to remove all of the stone. ***** will not pay to do all of them so there is nothing more we can do.

  There is nothing to argue here. We did exactly what we were hired to do. If ***** hired us to do all of the steps like she should have, she would have the result she wants. The result she got was the best that can be done with one step.

  As I explained, the downspouts don't go all the way to the ground because we live in Canada and now her downspout will be blocked by ice and snow in the winter time. If she would have preferred we not tell her that and then winter time comes she would get upset that it's blocked? It's a lose lose situation. Saying the downspout is putting children's lives at risk is such a gross exaggeration it's comical. The only way a child could get hurt from the downspout is if they happened to be smoothed up against the house. And by that logic would they not get hurt by their own downspouts? Every house has them in the same spots.. ***** wanted it to the bottom so that's what we did. Again... what is the issue? She didn't like it and didn't listen to our advice so we did it the way she wanted. What more is there to discuss? Also... downspout come in standard lengths... so it wouldn't have changed the price by making it short? You can't just buy a few feet. So her accusations that ****** purposely put a short one there to make more money makes zero sense. Again, showing ***** has zero knowledge of what shes talking about. 
  

  If ***** has a contractor that she loves and does amazing work, why did she contact us? She should have just stayed with her usual company. Do they not want to work with her anymore? Did they tell her what she wants is not possible without removing the other steps?   
  

  ***** seems to think "reasons" are lies and excuses when all we are doing is educating her on the project and telling her what physically can and can't be done. If she wants to take that as lies and excuses, she can knock herself out but theres literally nothing else to say. 
  

  Everything else ***** mentioned in her response I can't reply to because it doesn't make sense and I don't understand what she is saying. 

  Im not going to keep going back and forth repeating myself over and over again. 

  Literally everything on her quote is done. We've gone back numerous times to make her happy and there is nothing else that can be done. 

  
  

  Customer response

  24/09/2023

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

  Finally the CEO himself replied this one is more like him.
  
  
  You come up with more excuses and lies over and over again. It doesn't change the fact that you didn't do the work as you quoted me 2500$. Just for the second landing.
  
  
  "You move the step up and add more sand, there will be a huge gap beneath." 
  YES, IT WILL  AND I KNEW THAT...THAT DOESN'T GIVE YOU THE RIGHT TO CUT CORNERS ON THE SECOND LANDING THAT YOU SUPPOSED TO DO THE WAY YOU QUOTED ME TO PAY YOU 2500$ JUST FOR THE SECOND LANDING. By raising it higher to eliminate the gap between the first and the second landing.That has been created by water damage in the last few years.
  I hired you to do the second landing because the first landing is in good condition. The 3 landings now become your BIGGEST excuse. let me worry about THE 3 LANDING. If you did the second landing the way it should be done  and then, I will move on the 3 landing with my driveway. Hiring another contractor who can do driveway and interlocks at the same time. 
  It needs to be done with my driveway because it has to be the same level with my driveway. You told me that you don't do the driveway so, I can't change the 3 landings because I have to find someone to do the driveway first.
  
  
  " If ***** hired us to do all of the steps like she should have, she would have the result she wants. The result she got was the best that can be done with one step."
  
  
  Well, if you know that is the best you could do. you knew the result would be what it shows now. As well as you knew what I wanted the result should be, If you knew I hired you to do something different. Why would you say yes, you can do it and you quoted me to do the work?
  knowingly that wouldn't be the result that I wanted?  
  Instead you choose to do the work by cutting corners, hoping I don't notice it because I don't live in Ottawa. 
  You choose NOT to eliminate the gap between the first and the second landing. 
  When you get caught cutting corners, Now you prepared an excuse for it. Because it will show a gap beneath on the 3 landing.That is your latest lie and excuse right? 
  I already have plans for the 3 landing. By hiring other professional contractors for it. Not someone like that would cut corners
  
  At this point I ask you for a refund for the work you didn't complete. I hired you to eliminate the gap that was created by water damage . 
  I'm glad I didn't let you do the 3 landings that would have been my worst nightmare today. Because you did cut corners by not buying more materials that needed to eliminate the gap. The bottom line is you did cut corners to save money and time.  I paid you for it even if you didn't complete the work as it supposte be done. 
  I paid you because Handyco Ottawa, the CEO himself threatened me that he was going to send me to the collections.
  
  
  Let's move on to another big lie with downspouts. 
  There are 2 downspouts needed to be done. 1. was on my side of the garage, the other one was attached to my next door garage. Which still looks horrible BTW. That was your recommendation for how it should be done from the start. Now you denied and said this.
  
  
  "As I explained, the downspouts don't go all the way to the ground because we live in Canada and now her downspout will be blocked by ice and snow in the winter time. If she would have preferred we not tell her that and then winter time comes she would get upset that it's blocked?" 
  
  
  ********* **** *** **** *** ********. When you can't dig out the one downspout that is located my side of the garage. that was blocked for a while. You called me when you were in the store to advise me to get other extension material. You could install it on the ground. That will connect it with the downspout at the bottom of the downspout. You told me that the material will guide the water to go away from the house to the front yard. The call was to Ask me for the material and for the instalment for me to pay you 600$ extra from the original quote you gave me. 
  I agreed with that, because I thought you knew what you were doing and what you were talking about. I GUESS NOT, NOW YOU PROVED ME WRONG. That was your way of getting more money from me. Nothing more, like you said " It's a lose lose situation for me." Now
  Now you're telling me that wasn't the right thing to do in winter time in Canada. Well, now your lie is getting worse and worse.YOUR ADVICE WAS A SCAM , IT WASN'T TO HELP ME. INSTEAD IT WAS TO MAKE MORE MONEY FROM ME. If the material you installed in the ground that will be blocked with the ice in winter time WHY WOULD YOU RECOMMEND TO ME TO INSTALL IT??? NOW YOU TELLING ME  IT SHOULDNT BE INSTALLED IN THE GROUND???, 600$ IS LITERALLY WENT TO THE GROUND???? WOW ...YOU ARE SO PROFESSIONAL CONTRACTOR????. 
  
  
  Let's talk  about the 2nd downspout that you lifted 20 inches high above the ground that was attached to my next door garage that you have been asked to  remove immediately because, the mother of a 4 years old kid worried about her kid's safety. Well, now both downspouts were done the wrong ways. Thank you for admitting your unprofessional work and knowingly asking for more money for the job you have done. It can cause me problems in the winter time.
  
  
  "If ***** has a contractor that she loves and does amazing work, why did she contact us?
  
  
  Unfortunately the contractors I hired in the past don't take emergency Calls. with my bad luck I ended up with you. Lesson learned.
  
  Because of their good work and recommendation for work they did in the past. I trusted you by the name of professional contractors. The contractors I dealt with in the past. They completed the work, if they did advise me with something that needed to be added. They make sure that will absolutely benefit my properties. Not to get more money out of me like you did asking me to add 600$. They are professional contractors not like Handyco Ottawa
  The reason why? I contacted you.  Well, I was in search to find a small contractor I can have for emergency contact. If my tenant needs any tip of work done in my properties, I can reach out to you to get it done as soon as possible. 
  When I called Handyco Ottawa they told me that they do take emergency calls. Ask your employee ******** that's the person I spoke with for the first time. And then CEO himself ******.
  
  
  
  
  "Everything else ***** mentioned in her response I can't reply to because it doesn't make sense and I don't understand what she is saying"
  
  
  Well, you did understand all of the answers that you wanted to come back and lie about. The rest of my answers are that you get caught cutting corners. You don't understand because you can't admit your lies, that's why .
  
  
  I my conclusion
  
  I file this complaint for others to review and to Learn from my mistakes.
  I'm going to repeatedly say this for future customers of Handyco Ottawa. 
  When you hire Handyco Ottawa YOU TAKE A NOT FOR EVERYTHING! The time and place the CEO himself gives you a quote. 
  Don't take any advice from the CEO himself ******le to add more materials. That's just ** because you might not need it.
  Don't be fooled by friendly jokes and laughs because, That meant to be a distraction for you not being attentive there will be cutting corners. Even if you have an eyewitness around, that doesn't count because that will be denied at the end. 
  You make sure everything in the quote is mentioned in the final quote.
   As well as in what part of the house it will be done.
  Specific locations  as well as in detail work description going to be done. 
  On the final quote before you sign all of the above should be written-down. If not again it won't be done.
  Most of all you have to be on the site all the time to micromanage the work. If not there will be cutting corners and denials. 
  If you ask, the work wasn't completed the way you have been quoted. If you dispute it, not to pay until the work is done the way it should be done. The first thing you get from Handyco Ottawa or the CEO ****** himself would be a Treat to be sent to the collection.

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