Handy Customer Service Issues

I am having trouble canceling my cleaning plan due to errors on your app. I require assistance within 48 hours to avoid charges and will involve my bank if necessary. No services were received. Please contact me at [redacted] to resolve this matter promptly. Thank you.

I was disappointed with the professional who came to assemble my TV stand. He and his girlfriend took 2 1/2 hours, repeatedly taking the item apart and leaving a gap by one of the legs. I am on my second attempt with this piece and will have to accept the imperfections. Not all individuals with tools are experts. I am unimpressed with the vetting process of your company. This experience has left me feeling frustrated and I may not use your services again. The first assembler did a good job, but a cracked leg issue occurred at the end, resulting in the need for a replacement stand. Although the piece was pristine before the second attempt, it now has visible flaws, which I will have to tolerate.

My name is Linda, and I had a yard cleanup scheduled with Handy.com for Monday, September 3 with Joseph I. Although it was Labor Day, it was Joseph's only available date. However, I received a text on the same day, 1 1/2 hours before my appointment, stating it was canceled and rescheduled to September 4 at 12:30 due to a professional call-off. I messaged them expressing my disappointment and requested a refund, but they didn't respond. When I checked my bank account, they had only refunded $73 out of the $83 I paid. I am very frustrated with this situation and consider it poor business practice. I am seeking assistance with this issue.

I received a notification last night that I was hired for a cleaning job in Brooklyn, which is not in my usual work area of Lower Manhattan. After contacting the customer and Handy customer service to explain the situation and request to cancel without fees due to the job location outside my usual service area, I did not receive a response about waiving the fees. Kristen from Handy mentioned I could cancel with fees, but when I asked for the fee to be removed to avoid penalties for a job I did not accept, I did not get a response. I am looking for assistance with resolving this issue promptly.

I encountered some challenges with my customers recently. One customer was upset about a scheduling error and canceled his service, despite my efforts to clarify. Another customer repeatedly messaged me asking to cancel, which I explained I couldn't do. Some delays due to car trouble may have affected my ratings. Even though I had loyal customers who requested me, Handy removed me from the platform. I experienced issues with the app freezing, resulting in me being charged for missing a job. I believe that customer ratings shouldn’t solely determine our fate. Handy should also be held accountable for ensuring fair treatment. As cleaners, we cover expenses like supplies and transportation but face consequences for problems beyond our control. The commission Handy charges seems excessive compared to similar services like Airbnb. I believe there should be better support for urgent situations to prevent job loss.

I am disappointed with the service provided through Handy. My scheduled cleaner did not arrive as planned, despite claiming to have been at my house. The situation worsened when he insisted he was already there and had been cleaning for 25 minutes, which is untrue as I have been home since 7 am. A review of the cleaner revealed only one previous review. As a first-time Handy user, this experience has left me dissatisfied. I would appreciate guidance on the next steps to address this issue. If a resolution is not possible, I will proceed with leaving appropriate feedback and seeking a refund for the service booking.

I joined the Handy Pro referrals program to expand my business opportunities. However, the job offers I receive are significantly underpriced for the time and expenses involved. My business overhead costs are approximately $47 per hour, including travel time. As a self-employed individual, time spent traveling to a job site should be compensated. I reached out through the app but did not receive a response. For example, a job in Georgetown, Tx at 9:00 am would require me to leave at 4:30 am, and if the quote is $35.00 for the job, considering all expenses, it falls below minimum wage. Offering rates of $45 per hour are misleading as they do not cover all associated costs. To sustain a business, rates should exceed $70 per hour, taking into account overhead and expenses. My current charges are higher to ensure profitability. The advertised rates do not accurately represent the true costs involved for contractors.

I wanted to share my thoughts on the recent changes made by Handy.com regarding charging Pros when a customer receives a full refund. I believe this new policy could potentially improve the level of service provided. However, I suggest that Handy.com should consider thoroughly vetting and qualifying Pros before assigning them to jobs. I have heard concerning stories about unprepared Pros being sent out, and it is disheartening to see them being compensated the same as experienced individuals like myself who arrive well-equipped and knowledgeable. I feel the current payment structure is unfair. As a seasoned Handy Professional with a two-year tenure and a five-star rating, I believe Handy.com should implement a more robust screening process to evaluate candidates' cleaning and interpersonal skills. Additionally, the pay scale should be reassessed. Thank you, SH.

I have reached out via email multiple times and still have not received my payment since last Friday. Today is Tuesday, and I am unable to cash out the payment from yesterday, Monday. Despite uninstalling and reinstalling the app and troubleshooting, the issue persists. This money is crucial for my daily needs, such as gas and bills. My phone bill is due, and without these payments, I will lose access to the Handy Pro app, affecting my ability to work. I rely solely on my phone and do not have internet access or a computer. I contacted my bank, and they confirmed there are no holds on my account. I am unsure of what the problem might be.

I scheduled a job for yesterday. Initially, I received a text stating the job was outside of their service area. However, Eric arrived on time as promised. During the order, I estimated about 2 hours due to safety concerns with the dryer outlet in my old house. After inspection, Eric secured the dryer outlet to the wall, completing the job in about half an hour. I requested a partial refund. Strangely, I then received a text about an appointment for today, which I did not request, and now I see two charges of $[redacted].00 on my bank statement. I want the second charge removed and a partial refund for the work completed. This was my first and last experience with Handy. Although the worker did a great job, the confusion with charges is unacceptable. Kindly address this promptly, or I will have to pursue legal action. Thank you.

I recently received an email notification from Handy stating that I have a $[redacted] credit. However, despite logging in and trying to view my account to see the credit, nothing is showing up. My account also indicates that my credit card details are missing, even though I was charged twice for cleaning services. One of the cleanings occurred without any prior notice, which is very inconvenient. I wish to cancel my account after using the $[redacted] credit but I am unable to update my contact information in the account settings. Additionally, I cannot access my past bookings, although I have had cleaners come over. This lack of control over appointments is frustrating. Please advise on how I can redeem the $[redacted] credit and proceed with canceling my service with Handy.

I recently received a message from a cleaning person for an appointment I didn't schedule. This has happened three times now with Handy appointing cleaners I am not familiar with. I usually only have Daniel visit me on weekends, and my last cleaning was on Saturday, December 22. I'm not sure why a cleaning was arranged for Wednesday when my appointments are every two weeks from the last service date. Please cancel this appointment right away and inform the cleaner not to come. I expect not to be charged for this as I did not book it myself.

I am employed by a cleaning service and recently had a very unsettling experience at a job. After traveling for 2.5 hours to a location where there were multiple cars parked outside, I had to wait an additional thirty minutes before I could even leave. Feeling uneasy in that unfamiliar and potentially unsafe environment, I contacted the company immediately at 7:00am to inform them of the situation. To my dismay, I was assigned the same cleaning job for the customer again. Not only did this leave me feeling anxious, but I was also charged a $50 fee. For all my hard work, I only made $58 on that job, which now seems insufficient considering the circumstances. The lack of proper communication from the company, the low pay, and the sudden removal of my other scheduled cleanings have left me frustrated and with no other source of income for the week. It's disheartening to feel undervalued as an employee, despite the nature of my job.

I was offered double pay for a booking job that needed two professionals, but unfortunately, no additional pro was available to help with job [redacted]4 and [redacted]5. The jobs were scheduled for 11 pm to 1:15 am, totaling 2 hours and 15 minutes. I was given the option to do both jobs solo and receive double pay for the other pro's job as well. I received $[redacted], which I expected to cover the stated 2.15 hours. However, the job took 7.5 hours, which I can prove with photos and recordings of the call setting up the job. I was assured that the extra hours would be compensated. I have not received payment for the additional 5.15 hours worked. I am seeking a review of this situation and the payment owed. If more information or evidence is needed, I have additional recordings and job details from before the adjustment by the representative. I am patiently awaiting your prompt response to resolve this matter.

I am still waiting for a response from one of your team members. I had a cleaning scheduled for this morning at 11:30 am, but the person assigned to me informed me she had a flat tire and couldn't make it. I requested a reschedule for later today due to my son's upcoming birthday party, but she declined because of personal plans. I don't feel comfortable with a new Handy professional without reviews entering my home since trust is crucial to me. Consequently, my appointment was canceled for today, and I was informed it would be rescheduled for Tuesday the 19th. I arranged this cleaning a month ago, specifically for today in preparation for my son's birthday party tomorrow. Due to health reasons, I am unable to clean myself after recent surgery. I believe I should not be held accountable for the professional's inability to fulfill the appointment. However, now, I am left in a difficult situation, and my attempts to communicate with your team have gone unanswered.

Hello, I am a service provider on a platform, completing over 65 cleaning jobs. Recently, while working for a client with a disability, they mentioned their apartment key was missing. The client had multiple visitors while I was cleaning, and it's possible the key was misplaced during that time. I did have a minor accident during the cleaning but still completed the job. I left the keys on the counter as instructed. I reached out to the platform's support, but my account remains inactive, putting me in a difficult financial situation with student loan debt and no income. I have a college degree and a clean record, so I believe I should not lose my job over this incident. It's been two weeks without any response from the platform, and I urgently need to work to avoid homelessness.

Subject: Follow-up on Cleaning Service Appointment Hello, I am following up on the cleaning service appointment scheduled at [redacted] Linden Blvd, Apt 1F Brooklyn, NY for today at 1:30 pm. The assigned professional was Ms. Mariana G. Unfortunately, she did not show up. Please provide me with updated information regarding her arrival time or any necessary details. For any immediate communication regarding this appointment, you can reach me at [redacted]. Thank you for your attention to this matter.

I requested a specific pro, Arlene T, for my cleaning today. Last time, we got a new cleaner, and were unhappy. I prefer not to have a different pro. If Arlene T is unavailable, please do not send anyone else. Unfortunately, we had to send Ken V home. I am not at ease with a new cleaner. I still require a clean this week, as it has been paid for. Please advise on how to proceed. Thank you.

The assembly process was a complete nightmare. Initially, the handyman wandered around the house, necessitating several reminders to direct him upstairs to work on the dresser. His overpowering body odor left the entire house smelling, requiring open windows overnight. The assembly itself took 3.5 hours, only to discover a critical mistake with the middle part, leading to misaligned drawers due to the use of wood glue. The solution involved precision work, requiring additional drilling and modifications by my dad to salvage the situation, totaling 5.5 hours for completion. The lack of attention to detail and experience from the handyman was evident throughout the process. A refund, not a credit, is now necessary due to the damaged dresser and highly unpleasant assembly ordeal.

I am encountering numerous issues with the service I received. I paid for a 4.5-hour service, but it was never completed. Additionally, I paid extra for window cleaning, but the windows were never cleaned. Despite emailing multiple times, providing evidence such as photos, and referencing their "Happiness Guarantee," I have not received a satisfactory response. I have attempted to cancel through their help desk without success. After the maid, an employee of the company, advised me to cancel my credit card to stop further charges, they continued to contact me about sending my account to collections. I am seeking a full refund for the additional services I paid for, as well as a 75% refund of the remaining fees due to the inadequate service provided. Each time they left before completing even an hour's worth of work, leaving me to clean extensively afterwards. This situation has been frustrating, and it is evident why they do not publicly share their phone number. My contact information is 1 [redacted] and [redacted]