House Doctors of Buxmont

"House Doctors of Buxmont appreciates the opportunity to respond to this complaint and to provide clarification regarding the services performed at Ms. Diane Williams’ residence. A technician was assigned to complete multiple home repair tasks at the customer’s residence, including faucet repair or replacement, construction of a basement railing, ceiling repair, and full ceiling painting. An estimate was prepared on March 9, 2026, totaling $2,225.00 for approximately 10 hours (one day) of labor and materials. The work was scheduled for March 17, 2026. Upon arrival on March 17, the technician started working the faucet and determined that, due to its condition, repair was not feasible and full replacement was necessary. This change in scope was explained to the customer, who approved proceeding with the replacement. The installation was completed successfully. The technician then began constructing the basement railing from scratch, including installation of spindles, rails, and a handrail. Due to the additional time required as a result of the expanded scope, the technician informed the customer that a return visit would be necessary to complete the remaining items. The customer agreed, and work resumed on March 18, 2026.The technician repaired two ceiling holes (approximately 2–4 inches in size) using appropriate patching materials. The areas were compounded, sanded, and prepared for painting. At the customer’s request, the entire ceiling was painted rather than limiting the work to spot repairs. Upon completion, the patched areas were smooth and visually blended with the surrounding ceiling. The ceiling has a textured finish, and while the repair was completed using standard techniques, minor variations in texture can occur in such applications. Prior to painting, protective measures were taken, including taping and applying plastic coverings, particularly in areas with wallpaper. During tape removal, some sections of wallpaper became detached. The technician observed that certain areas of the wallpaper were already loose prior to tape removal. The customer was informed during the process and advised of the condition. The customer indicated plans to repaint in the future and instructed the technician to proceed. All work, including ceiling fan installation and replacement, was completed and verified to be secure and functional at the time of service. No issues regarding structural integrity or workmanship were reported upon completion. All services were performed using standard materials and accepted industry practices. House Doctors of Buxmont takes pride in delivering quality service and treating all customers with professionalism and respect. We do not tolerate discrimination of any kind and firmly reject any implication that race, ethnicity, or other personal characteristics played any role in this matter. We regret that the customer did not contact us directly to discuss any concerns or allow us the opportunity to address them. Instead, the matter was escalated through a payment dispute with her bank and external complaint channels. It is imperative to note here that, payment was authorized and made by the customer upon completion of the work, at which time neither the customer nor her husband expressed any dissatisfaction.We remain willing to review the customer’s concerns and would welcome the opportunity to inspect the work, either through current photographs or by scheduling a follow-up visit. Our goal is to ensure a fair and reasonable resolution."