In May 2015, Handyman Connection entered into a contract with two homeowners to remodel the home's master bathroom. The total contract price was $7,125, and the homeowners made a $2,850 down payment.
When work commenced on the bathroom in July 2015, the homeowners verbally expanded the scope of the project. The project progressed smoothly at first, but in September the homeowners began complaining about Handyman's work and service. Handyman worked to resolve the homeowners' complaints - repairing and replacing items at its own cost, including items that were not Handyman's responsibility - but was constantly met with new grievances.
For example, the homeowners were unhappy with the appearance and functionality of the vanities that they ordered for the bathroom. Although the materials were the homeowners' responsibility, Handyman trimmed the vanity drawers to improve their functionality. When that result did not please the homeowners, Handyman ordered new drawer fronts from the manufacturer, only to receive complaints from the homeowners about manufacturing blemishes.
In October, Handyman offered the homeowners a credit in lieu of additional repairs but made clear that, if the homeowners preferred, Handyman would fix the remaining grievances.
In response to Handyman's offer, the homeowners:
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