Brand Standards

3 messages

Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive2@hanydmanmatters.com, Executive3@handymanmatters.com

Mon, Oct 7, 2013 at 11:23 AM

Executive1; My decision to select Handyman Matters as the contractor for this job was based not only on price, accreditation and references, but also a unique understanding of local conditions. During ExOwner's presentation he made a point of the fact that Handyman Matters grants franchises for particular areas only to people with an awareness of local eccentricities. This Brand Standard was a key factor in my decision to select Handyman Matters as my preferred contractor, but the Brand Standard crumbled just below the surface. When it came time to dig for the new pipes and window well, it was "discovered" that the foundation was atop bentonite clay. This realization brought with it additional hours of skilled labor cost that was not included in the original bid. I reluctantly agreed and signed a work order authorizing the additional expense. After that, things progressed, work completed and I met with ExOwner to make final payment. Aside from some damaged carpet, on the surface, things appeared to be in order. The true depth of the issues where not exposed until early this year as I attempted to sell the home. Three very good offers walked away immediately after completing their inspections. Flooding of the basement lead to the determination that water was seeping in from the area where the foundation had been broken out to install the pipes for the new bathtub. Because the neighborhood is built on a landfill, the ground cannot leach rain water quickly enough. This is something that anyone who truly specializes in an area would know and understand the implications. These events prompted me to contact the North Metro Handyman Matters to have the issue investigated. I spoke with Receptionist and she arranged for Estimator to come and take a look. Estimator arrived promptly at our scheduled time and we discussed the situation as he assessed the current state of the bathroom as it related to the flooding. It was his determination that there was an installaers defect and a cement basin would need to be installed under the bathtub plumbing to seal the foundation. I was told that because it was an installation defect, it would be completed at no charge and I should expect a call in 24 hours to schedule the work. After two days passed, I again contacted Receptionist and on the fourth day I was put in contact with you. We have made very little progress since that point. However, at your request, I discovered that the permit for the basement work was closed without an approved final inspection due to structural and plumbing issues. Today, it is almost a full month after I first contacted Handyman Matters regarding the issue and the Brand Standards are looking lower than ever with this latest email. I need you to uphold the Brand Standards of Handyman Matters by sealing the foundation in compliance with Broomfield city code and complete the final inspections properly. Thank you.

Customer

P.S. I have chosen to include Executive2 and Executive3 on this email because your integrity compromised when you provided me with misleading and/or inaccurate information regarding your interactions with ExOwner.

On Fri, Oct 4, 2013 at 4:22 PM, Executive1 <Executive1@handymanmatters.com> wrote:

[REMOVED BY FOLLOWING REQUEST]
This e-mail may contain confidential information. It is intended solely for the addressee. Access to this e-mail by anyone else is unauthorized. If you are not the intended recipient, you must not use, copy, disclose or take any action based on this e-mail or any information herein. If you have received this e-mail in error, please notify Executive1 at Executive1@HandymanMatters.com and permanently delete the email and any attachments immediately. The Handyman Matters TradeExecutive1 is owned by Handyman Matters, Inc. and licensed for use by individual companies. Each licensee is an independently owned and operated company and is solely responsible for its own debts, liabilities and contractual obligations.

Executive1 <Executive1@handymanmatters.com> Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive2@hanydmanmatters.com, Executive3@handymanmatters.com Hey Customer

Mon, Oct 7, 2013 at 8:54 PM

Thanks for the recap, as we discussed Friday afternoon, I contacted the city first thing this morning before I started my scheduled events. What I was told, is that since this permit was closed so long ago, they do not have any of the paperwork electronically and were not willing to dig through hard copies since I am not the home owner nor the original contractor. They did inform me of how I could come to their offices and dig through their hard copy files to find out the details on my own. I know you were able to obtain the attached notice, however, since they wont do that for me, I have scheduled some time tomorrow to visit with them and dig up what there is to be found. More

to come after that visit.

As an FYI, they also told me that they would not re-open the permit as they had told you they would do. They are telling me that if I can find the issues in the hard copies, that they would be willing to open a new permit and tie the two together for the purpose of closing the original. At any rate, it seems like we still are getting conflicting information as we progress through this together. However, as I have promised from the beginning, we have and will do what we can to help out from this side to get to the bottom.

Executive1

From: Customer [mailto:Customer@colorado.edu] Sent: Monday, October 07, 2013 11:24 AM To: Executive1@handymanmatters.com Cc: Executive2@hanydmanmatters.com; Executive3@handymanmatters.com Subject: Brand Standards
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update
24 messages

Executive1 <Executive1@handymanmatters.com> Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu [REMOVED BY FOLLOWING REQUEST]

Tue, Oct 8, 2013 at 9:48 PM

This e-mail may contain confidential information. It is intended solely for the addressee. Access to this e-mail by anyone else is unauthorized. If you are not the intended recipient, you must not use, copy, disclose or take any action based on this e-mail or any information herein. If you have received this e-mail in error, please notify Executive1 at Executive1@handymanmatters.com and permanently delete the email and any attachments immediately.

The Handyman Matters TradeExecutive1 is owned by Handyman Matters, Inc. and licensed for use by individual companies. Each licensee is an independently owned and operated company and is solely responsible for its own debts, liabilities and contractual obligations.

Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive2@handymanmatters.com, Executive3@handymanmatters.com

Tue, Oct 8, 2013 at 10:12 PM

Please complete your due diligence and let me know when you have obtained a permit to seal the foundation and clean up the previous permit. Then, we can schedule a time for your contractor to complete the work and have it inspected. Thank you.

Customer
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Executive1 <Executive1@handymanmatters.com> Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive2@handymanmatters.com, Executive3@handymanmatters.com Customer

Wed, Oct 9, 2013 at 7:12 AM

As I indicated below, we are more or less there and I would really like the opportunity to discuss with you what I

have found, done and the plan, so that there are no more surprises. I am trying hard here to help you out, but you seem to keep putting up blocks that make it difficult. Please call so we can get on the same page and complete this. My part is done as far as I can get it at this point, we just need to discuss next steps, clarify expectations and schedule a visit to your property.

Thank you,

Executive1

From: Customer [mailto:Customer@colorado.edu] Sent: Tuesday, October 08, 2013 10:13 PM To: Executive1@handymanmatters.com Cc: Executive2@handymanmatters.com; Executive3@handymanmatters.com Subject: Re: update
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Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive2@handymanmatters.com, Executive3@handymanmatters.com Executive1;

Wed, Oct 9, 2013 at 10:30 AM

Yesterday when I called a "ExOwner" answered the phone. After I asked you to email me regarding your progress, Receptionist left a message saying it was someone the corporate office that answered the phone. However, the corporate office did not know of any "ExOwner". Given my existing mistrust founded in our talks regarding ExOwner, I need to move our discussion to a more formal medium where we will both be give time to choose our words carefully. I am glad to hear you were able to make progress yesterday. Let me know when you have the permit to seal the foundation and we can schedule a time for your contractor and the city inspector to wrap this up.

Customer

On Wed, Oct 9, 2013 at 7:12 AM, Executive1 <Executive1@handymanmatters.com> wrote: Customer As I indicated below, we are more or less there and I would really like the opportunity to discuss with you what I have found, done and the plan, so that there are no more surprises. I am trying hard here to help you out, but you seem to keep putting up blocks that make it difficult.

Please call so we can get on the same page and complete this. My part is done as far as I can get it at this point, we just need to discuss next steps, clarify expectations and schedule a visit to your property.

Thank you,

Executive1

From: Customer [mailto:Customer@colorado.edu] Sent: Tuesday, October 08, 2013 10:13 PM To: Executive1@handymanmatters.com Cc: Executive2@handymanmatters.com; Executive3@handymanmatters.com Subject: Re: update

Please complete your due diligence and let me know when you have obtained a permit to seal the foundation and clean up the previous permit. Then, we can schedule a time for your contractor to complete the work and have it inspected. Thank you.

Customer

On Tue, Oct 8, 2013 at 9:48 PM, Executive1 <Executive1@handymanmatters.com> wrote: [REMOVED BY FOLLOWING REQUEST]

This e-mail may contain confidential information. It is intended solely for the addressee. Access to this e-mail by anyone else is unauthorized. If you are not the intended recipient, you must not use, copy, disclose or take any action based on this e-mail or any information herein. If you have received this e-mail in error, please notify Executive1 at Executive1@handymanmatters.com and permanently delete the email and any attachments immediately.

The Handyman Matters TradeExecutive1 is owned by Handyman Matters, Inc. and licensed for use by individual companies. Each licensee is an independently owned and operated company and is solely responsible for its own debts, liabilities and contractual obligations.

Executive1 <Executive1@handymanmatters.com> Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive2@handymanmatters.com, Executive3@handymanmatters.com Customer

Wed, Oct 9, 2013 at 12:00 PM

Not sure what you mean by all the ExOwner stuff or what it has to do with moving forward. Sorry that you feel you need to choose your words so carefully. That makes me feel like we are not on the same team working for the same end results in a productive manner. ExOwner was the original contractor. I am trying to step in to help close out his permit for you. I have spent considerable time already and would appreciate working in a collaborative manner as I am not the bad guy here and you are making it very difficult to even want to help at this point.

Since you are forcing me to take the long road here I will try to simplify the steps in email, but I fear it will waste more of our time and confuse the end result.

Given that, I will summarize to hopefully expedite scheduling for you. Here are my highlights.

I have a new permit in hand that needs posted at your home. We need to review the property for the conditions not met by the permit, fix those and call for an inspection. My hope was to post the permit and review the property yesterday (maybe today now to keep on task), fix things tomorrow and call for inspections on Friday (depending on their schedules).

I had cleared my schedule yesterday and today to focus on this for you and I would really like to be able to wrap it up. I will personally do the review with you and see this through, but before I do, I need to know that we are working together on this because if you are going to make that an uncomfortable situation, then I will have to explore other avenues that will extend this out.

Let me know how you would like to proceed.

From: Customer [mailto:Customer@colorado.edu] Sent: Wednesday, October 09, 2013 10:31 AM

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Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu

Wed, Oct 9, 2013 at 1:52 PM

To: Executive1@handymanmatters.com Cc: Executive2@handymanmatters.com, Executive3@handymanmatters.com Executive1; It sounds like you have made good progress. I should be able to spend the day (per Estimator's estimation) on Friday with whomever will be coming to complete the work. Please make sure they come prepared with all the necessary materials to seal the foundation and remedy any inspection issues. Thank you for working so diligently with me to restore my faith in you and the Handyman Matters brand.

Customer
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Executive1 <Executive1@handymanmatters.com> Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive2@handymanmatters.com, Executive3@handymanmatters.com Customer This is why we really need to talk to be clear about the process and expectations.

Wed, Oct 9, 2013 at 2:52 PM

As I stated in the last email, the next step is that I need to visit with you (at the property) to determine what exactly are the current conditions in relation to what the inspector will be looking to verify. This will also allow me to guide the craftsmen to the level needed to satisfy the deficiencies prior to inspections.

My concern in your response here takes us back to our very first conversation regarding the penetration beneath the tub. That opening is not the problem and it is code to leave that open for natural expansion and contraction reasons. To seal that off is only going to create other problems and mask the current problem. This is also not a concern to the city of Broomfield as that portion of the permitting process has been approved. The only deficiencies are the toilet and handrail.

I understand you just want us to seal that hole under the tub so you can show potential buyers that the problem has been addressed. However, I do not plan on doing that as part of this inspection as that is not code and I will not put my companies name on a task like that as it will likely cause floor heaving, cracking, or at a minimum water seepage as concrete is a porous material and water will come through it even without a direct opening. I hope that makes sense and I am more than willing to discuss my thoughts on this with the inspector while we are all out there closing the other items out so that you do not have to take my word for it.

To keep this rolling, I would like to come out, even this afternoon, or find time tomorrow to squeeze in a quick review of the current conditions so that I can take the next actions steps and schedule the inspection to go over it all.

Please let me know when we can meet.

Thank you,

Executive1

From: Customer [mailto:Customer@colorado.edu] Sent: Wednesday, October 09, 2013 1:52 PM

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Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive2@handymanmatters.com, Executive3@handymanmatters.com Executive1;

Wed, Oct 9, 2013 at 7:21 PM

I would be happy to arrange a visit with you, but I agree that we need to be clear about the process and expectations. I hear you saying that the recommendation that Estimator made regarding some sort of basin under the bathtub pipes to seal the foundation is not going to solve the problem. How do you propose to resolve the flooding problem? Once we have this worked out, I am sure we can close this all out quickly. Thank you.

Customer
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Executive1 <Executive1@handymanmatters.com> Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive2@handymanmatters.com, Executive3@handymanmatters.com Customer

Thu, Oct 10, 2013 at 7:53 AM

Just let me know when you are ready and I will work the step one meeting into my schedule.

As far as the flooding issue, nothing has changed since our first few discussions on this. Given I have never seen your home or property, my best guess based on the information you have given me, is that you have a landscaping issue and the best proper solution would be to have a French drain installed around the back of your house. A sump pit and pump installed in the basement might be a cheaper solution to mitigating the problem and help keep the water from causing an issue inside, however, that still would not fix the problem, that would only help keep the water from coming inside and I would not recommend that as a sole solution. I might be able to come up with some other ideas or thoughts once we review your property, but my goal is to close out the permit for you and any other issues I would like to keep separate.

Executive1,

From: Customer [mailto:Customer@colorado.edu] Sent: Wednesday, October 09, 2013 7:21 PM

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Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive3@handymanmatters.com, Executive2@handymanmatters.com Executive1;

Thu, Oct 10, 2013 at 11:04 AM

As we have discussed previously, a French drain will not be of much value because the property is built on a landfill. The water table rises to the level of the foundation during heavy rain. I need a solution that will resolve the remaining issues at once, and not a piece-meal assembly. Again, this is why I chose Handyman Matters and their local expertise to deliver a complete solution. Before I arrange to meet you at the property, I need to hear about a real solution. Like you, my time is valuable and I do not want either of us running around when we do not have a few potential solutions on the table. A sump pit sounds like I good start, but it does not appear to be the complete solution. Do you have peers that work in the southern marshlands that may have some expertise you could leverage? Maybe they have a creative solution to dealing with water saturated ground...

Customer

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Executive1 <Executive1@handymanmatters.com> Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive3@handymanmatters.com, Executive2@handymanmatters.com Customer

Thu, Oct 10, 2013 at 12:14 PM

A phone conversation would sure make this easier, like you mentioned about our valuable time as well as the others included in this string, we are racking up some time at many levels on this.

The concern I have is that it seems we are combining two very different issues into one here. This is making it very hard for me to help you close out the one issue for you. The water issue, drainage, landfill or water tables was not part of anything ExOwner did or worked on, so lets set that aside for now so that we can determine what is really involved with the permit issue. Once we get the inspector out there to close the permit, we can discuss if the opening under the tub needs further attention or not and or if he has thoughts on the rest of the water issues. He would be the best resource. If your house was built on a landfill, then I would imagine the entire subdivision is built on it and the city would be most familiar with those conditions, what needs to be done and what others have done. That is my plan and what I have been trying to do, march forward on the known permit issues, get the inspector out and then we can leverage him as to what if anything needs to be done under the tub and/or what might be solutions for the water table concerns.

Let me know when we can schedule step one of the primary plan.

Thank you,

From: Customer [mailto:Customer@colorado.edu] Sent: Thursday, October 10, 2013 11:04 AM To: Executive1@handymanmatters.com Cc: Executive3@handymanmatters.com; Executive2@handymanmatters.com Subject: Re: update
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Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive3@handymanmatters.com, Executive2@handymanmatters.com

Thu, Oct 10, 2013 at 8:25 PM

I would like to wrap this up as quickly as anyone else in this string. I hope someone in your position would see this as an opportunity to support all of the franchises and not a mistake written off to repeated by other franchises. It sounds like landfill homes provide unique challenges and opportunities. But that is your business and not mine. With your last email you have provided a shining example of the core of the problem. These are not a bunch of disconnected issues. They all boil down to the same thing: Expertise promised and not delivered. Your primary plan is to partially finish the work your predecessor left behind. Then, I am to place the future of my investment on the hope that the inspector will have a good idea.

I did not pay the inspector to bring his expertise and install a bathroom that would be an asset to my home. You are my expert. Why would Handyman Matters tell a customer (indirectly in this case) that the expert they hired has to ask the "teacher" what to do. Even worse, drag the customer down there with them and further tarnish their reputation. I am not asking you to level the cement where the new drain pipes were installed. I am not asking you to pay for the work done to seal the cracks in that same cement. I am not asking you to replace things lost to the flooding. I am not asking to reimburse me for the cleaning. I am not even asking you to fix the cheap toilet tank fill valve. I just need the asset I was promised and paid for. So, what is it that ExOwner should have to done to prevent the home from flooding when the water table rises?

Customer

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Executive1 <Executive1@handymanmatters.com> Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive3@handymanmatters.com, Executive2@handymanmatters.com Customer,

Fri, Oct 11, 2013 at 8:29 AM

Your contract with ExOwner (as far as I can tell) was to install a bathroom in your basement. Unless you have more information that I do not know about, then that is the asset you paid for. That includes the inspector of the City of Broomfield to sign off on the project and thus completing the contract you had with ExOwner. The inspector knows exactly what a contractor is required to do on your specific property to properly, safely and professionally get the job done to meet all city, county and national building codes and requirements. I am here merely to help properly close out that contract on my own good will and for the name of Handyman Matters. Until you allow me to take the next steps towards that goal, then my hands are tied. I cant tell you what needs to be done or how or why when I have never seen the original contract, the property the work completed so far or what has happened over the last 5.5 years since ExOwner was last in your home. Based on my attempts so far, we should be meeting with the inspector today and finding out what all might be involved with installing a bathroom in your specific property that was not completed by ExOwner. Not sure what more I can do for you at this time. I have everything queued up and ready to go. Just let me know what you want to do.

From: Customer [mailto:Customer@colorado.edu] Sent: Thursday, October 10, 2013 8:26 PM

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Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive3@handymanmatters.com, Executive2@handymanmatters.com Executive1;

Sun, Oct 13, 2013 at 10:18 PM

I could not agree with you more. I hired a local specialist to install a bathroom in my basement. What I got was a bathroom that floods the basement. Thanks.... Nice work Handyman Matters. So, who am I scheduling to visit the property. Anyone but you Executive1. Thanks.

Customer
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Executive1 <Executive1@handymanmatters.com> Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive3@handymanmatters.com, Executive2@handymanmatters.com Customer

Mon, Oct 14, 2013 at 1:37 PM

You demanded that I take care of this, I have followed all of your requests, so the permit is now in my name, it is me that you requested and it will be me that will take care of meeting with you and heading up the project.

Let me know when you would like to meet.

From: Customer [mailto:Customer@colorado.edu]

Sent: Sunday, October 13, 2013 10:19 PM

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Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive3@handymanmatters.com, Executive2@handymanmatters.com Executive1;

Mon, Oct 14, 2013 at 1:54 PM

I wish you would and could take care of it, but all you are doing is closing the permit. I still have a basement that floods thanks to my new Handyman Matters Flooding Bathroom package. So, if all you are going to do is get the permit closed. Great. Saturday 2pm. You can do what you need.

Job Half Done.

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Executive1 <Executive1@handymanmatters.com> Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive3@handymanmatters.com, Executive2@handymanmatters.com Customer

Mon, Oct 14, 2013 at 4:20 PM

I was under the impression that you were in a hurry to get this done so I hate to waste another week just to get step 1 completed. This first step will be a short meeting, basically we just need to review what needs to be done based on the permit requirements, maybe 15 minutes. That wont even get us half done yet, the work visit and the inspection visit will likely take longer, however we should be able to get all three steps done this week.

Given all that, I would be happy to meet you prior to you leaving for work or even after work (which ever works better for you) if you would like to get this rolling quicker. If not, glad we at least have a date for Saturday, let me know.

Thanks,

Executive1

From: Customer [mailto:Customer@colorado.edu] Sent: Monday, October 14, 2013 1:55 PM

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Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive3@handymanmatters.com, Executive2@handymanmatters.com I will see you Saturday.
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Mon, Oct 14, 2013 at 8:11 PM

Executive1 <Executive1@handymanmatters.com>

Sun, Oct 20, 2013 at 4:06 PM

Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive2@handymanmatters.com, Executive3 <Executive3@handymanmatters.net> Customer Thank you for meeting me yesterday, I have to admit, I was taken by surprise by your demeanor, cold shoulder and unwillingness to hold a conversation. That makes it very hard to help you and discuss how we can best serve you. However, what really made the situation uneasy for me was your accusation of calling me a liar. I have done nothing of such and cant imagine what I would have to gain by making anything up here. I think it is obvious that I have been bending over backwards to help in a situation I could easily just let lie and leave solely on your back to carryout and determine how to get it addressed on your own, but I have taken the higher road. You call me a liar for it and then do not even let me speak in return after being verbally assaulted, that is completely counterproductive and any lesser of a man would be walking away at this point. But again, I am not, I am trying to continue on the higher road for you. Not the typical traits of a liar I would think.

Since I was unable to speak to you, I am responding per your request via email. All I have to work from here is that you are all worked up over the fact that I told you that ExOwner got ill and I took over the territory from him you say that is a lie. With that phrase, I guess I didnt tell you the full truth about ExOwner. I didnt tell the

full story in the interest of protecting him and his situation as well as the assumption that at that time, it really didnt seem to have any business being in our conversations. He is gone, I am here, lets move forward, has always been my position. So since you seem to really need to know, and I do not like to be called a liar, and since ExOwner has made his plight public by being interviewed by several news stations, I feel it safe to share more of his story. Since you do not seem to take my word for anything, here are some links to a couple of recent interviews with him.

http://*******/2013/07/24/***********/

http://**********/2013/07/30/*******************/

Hopefully that puts the accusations to rest and we can move forward in a much more productive manner than we did on Saturday. I have no interest in working in that type of environment again, and unfortunately since you made me feel so uncomfortable, I couldnt and didnt do my job very well and forgot to get some of the information I needed to do a good job for you. However, with that said, I think that the work in question looked good on the surface and we can still move on to the next step. In the interest of limiting the number of trips and face to face meetings, I propose we combine my original step two and step three into one step. What that means is that I am pretty confident that everything is in order for the inspector step (step 3). However, the one point on the permit about the toilet leaking is not real clear as to what is leaking, so I think the best solution for that item would be to just go ahead and replace the toilet fill valve assembly and tighten everything up. That will only take a half hour or so, so what I suggest is that on Monday, we go ahead and call for the inspection and then whenever the city says they will come out, you and I agree to meet a half hour earlier so that I can change out those parts and everything should be good by the time the inspector arrives.

Just to be clear on this, I have no control over the inspectors schedule, so we would need to be able to commit to their time frame given, which we wont know until I call for the inspection. I would like to call in on Monday and they would be out within 48 hours, so I need to know that both of these are acceptable to you and your schedule. 1. 2. That I call for inspections on Monday and we agree to meet at the time they give us. That we also agree to meet early so that I can tune up the toilet prior to the inspectors arrival.

Let me know how you would like to proceed.

From: Customer [mailto:Customer@colorado.edu] Sent: Monday, October 14, 2013 8:12 PM

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Customer <Customer@colorado.edu>

Sun, Oct 20, 2013 at 8:10 PM

Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive2@handymanmatters.com, Executive3 <Executive3@handymanmatters.net> Oh, you are funny... I am not sure what you expected after these emails. Remember, I even asked you to send anyone else. That day, I was very polite when you arrived and made it clear that I did not wish to speak to you. I do not know what you expected when you threw gas on the fire. You lied to me about ExOwner looking up my "home owner's permit" and have continued gaming the topic. A very wise woman once told me, "When you recognize you are digging yourself into a hole, Stop Digging." You, Mike and Tom have made it very clear what Handyman Matters really values. I only hope that this is not what Andrew Bell intended for his franchises. So, in the interest of "Stop Digging", please honor the following request: Are you licensed, bonded and insured? Forward me some documentation and I will give you the code to the lock box at the house. Then, you can comfortably leave me with my Handyman Matter's Flooding Basement Bathroom Package.

Customer
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Executive1 <Executive1@handymanmatters.com>

Mon, Oct 21, 2013 at 7:31 AM

Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive2@handymanmatters.com, Executive3 <Executive3@handymanmatters.net> Customer What I learned from ExOwner and conveyed to you exactly as I heard from ExOwner, was what he could not recall from over 5 years ago what had all transpired. He was not sure if he had any records (and could not really dig to find them) on your job, but he was sure there was a permit pulled, under whose name he was not sure but recalled it being in your name. That was all I ever said about that topic and that was all in an interest of helping you get to the bottom of this. It turned out to be in his name, but to call me a liar for passing on information I dug up isnt helpful.

We are insured, bonded, licensed but I have no interest in knowing your lockbox code, nor will I enter your property without you or a representative present. Given the accusations so far, there is no way I want to be held liable for even knowing your lockbox code. Please help me help you and put aside any conception you have and lets close this out like grown adults. If you want to have a family member, a friend or a neighbor meet me there, that is fine, but I do not want the code to the box.

Shall I call for the inspection today?

From: Customer [mailto:Customer@colorado.edu] Sent: Sunday, October 20, 2013 8:10 PM To: Executive1@handymanmatters.com Cc: Executive2@handymanmatters.com; Executive3 Subject: Re: update
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Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive2@handymanmatters.com, Executive3@handymanmatters.com Executive1;

Mon, Oct 21, 2013 at 12:02 PM

Explaining why you lied to me is not helping the situation. You did not have your facts and fabricated information. Stop digging~ I offered you a chance to rebuild your integrity by providing me with some basic assurances. In exchange, I was willing to offer you a little of the trust you betrayed. Your response was protection from liability. I guess I was not as scary as you lead me to believe. I cannot meet this week. Why don't you use that time to clear your head, reread our emails and be prepared for next week.

Customer
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Executive1 <Executive1@handymanmatters.com>

Wed, Oct 23, 2013 at 3:45 PM

Reply-To: Executive1@handymanmatters.com To: Customer@colorado.edu Cc: Executive2@handymanmatters.com, Executive3 <Executive3@handymanmatters.net> Customer

There are no lies here, no fabrication or digging on my side anyway. I believe it is you that does not have your

facts straight. For example, I was and still am uncomfortable with meeting you, that is why I suggested to combine appointments to minimize my exposure. Also, I was not the one to toss liability on the pile, it was you that brought it up first and created that additional concern for me.

Your story started off that this needed my full attention and immediate action taken as it was costing you offers. I have jumped at your every request, been on top of all this, just to have you extend it out week after week some urgency I get in return. That in part is what makes me feel like your story does not add up and you berate me for it. I believe I see why ExOwner was never able to close out his permit and I am not going to let you drag me into this for another 5 plus years.

So I have decided it best that I revoke my permit with the City of Broomfield. I have discussed this with them and have filed the proper paperwork, so I am no longer tied to you or this project.

You are now free of me.

For your convenience, I will summarize what I have accomplished to help you facilitate next steps without me. From my professional opinion of my brief visit, I believe the work that ExOwner did is ready to call for the inspection. The toilet float does need to be adjusted though. You as the homeowner can pull a permit easier than a contractor can anyway, so you can do that at your leisure and convenience, then call for the inspection when you like. Based on what the inspector produces you are welcome to send a copy of his report to me to address next steps should you need or want.

Thank you, Executive1

From: Customer [mailto:Customer@Colorado.EDU] Sent: Monday, October 21, 2013 12:03 PM

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Customer <Customer@colorado.edu> Reply-To: Customer@colorado.edu To: Executive1@handymanmatters.com Cc: Executive3@handymanmatters.com, Executive2@handymanmatters.com Executive1;

Sun, Oct 27, 2013 at 6:49 PM

It comes as no surprise that a dishonest man is also not a man of his word. I am glad that at least we are both uncomfortable with each other. Now you too can know how I have felt since I was forced to moved our conversation to email. I made it clear I did not want to meet with you before you pushed the matter. Then, after I agreed, you acted like we were old buddies when you arrived for step 1 of the "primary plan" and were clearly disconnected from the reality of our emails and my obvious unwillingness to talk to you. Do not blame me for your social ineptitude. As to digging~ Liability? Immediate action? Those are your words, not mine. That hole just keeps getting deeper. For your convenience, I will summarize what you have accomplished: 1. Tried to play me off on the phone (2+ weeks) 2. Lied to me about the job 3. Pushed work onto me (to disprove your misinformation) 4. Got a permit to not finish the job 5. Refused to address all the problems 6. Became uncomfortable 7. Revoked the permit Well, Thank You for revoking the permit I never asked you to get. I will be sure to call Handyman Matters next time I need something left unfinished.

Customer
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