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Beware: Shady billing practices and poor communication. Here's how we get from 5 stars to 2:
Tardiness: Was given a 2 hour window (130-330PM) for the tech to show up. He shows up at 3:45. Zero communication the entire time that he is running behind/late. Minus 1 star.
Billing: Was originally quoted a price for the installation. Then when given the invoice noticed I was sneakily charged for (1) "travel" charge, (2) Using a credit card, (3) Technician being onsite for an extra 30 minutes (reminder, he showed up 15 minutes late. Not to mention, I had to help the technician lift the TV multiple times to get it on the mount since they only send out 1 person to do these jobs but still need your labor to complete it. Minus 2 stars.
Owner has ghosted me since I reached out asking why I was charged extra without being informed. Amex can figure that out when I do a chargeback.
الرد من Mr Home Guy
2026.05.15
Thank you for the feedback. We take customer concerns seriously and would like to clarify a few points regarding this appointment.
Our scheduling and pricing system is designed to be transparent and works similarly to airline or online booking systems, where customers select services, pricing, and payment methods in advance through our secure online platform. During booking, all pricing, service selections, and applicable fees are shown before checkout is completed.
In this particular case, the original request submitted through Thumbtack was for a smaller single-TV installation. Once we confirmed the appointment details, it became clear the project involved additional work, including a larger TV and a second installation request that were not part of the original booking. Updated pricing reflecting the revised scope of work was provided before service was completed.
Regarding arrival timing, our system provides customers with appointment windows as well as live en route ETA updates as technicians travel between appointments throughout the Boston area. While traffic and same-day scheduling variables can occasionally shift timing slightly, customers receive automated status and arrival notifications through the booking platform.
The additional labor charge reflected extra onsite time required to complete the second TV setup that was added during the appointment. The work was completed successfully, and after reviewing the completed installation photos, we are confident the project was finished safely and professionally.
We also want to clarify that no customer is ever charged without an invoice or updated booking confirmation being generated through our secure payment platform. Credit card processing fees are disclosed during checkout and processed securely through Stripe, similar to many modern online service platforms.
We would also respectfully disagree with the statement that communication stopped or that anyone was “ghosted.” We responded to messages, provided updated invoices and receipts, and also attempted to follow up by phone to discuss the concerns directly. Unfortunately, we were unable to connect afterward.
We’re sorry the experience did not meet your expectations and appreciate the opportunity to respond. We always aim to provide professional service, quality workmanship, and transparent communication for every customer we work with across the Boston area.
— Joe Stan
Founder, Mr Home Guy
Your Boston neighbor since 2004
Our scheduling and pricing system is designed to be transparent and works similarly to airline or online booking systems, where customers select services, pricing, and payment methods in advance through our secure online platform. During booking, all pricing, service selections, and applicable fees are shown before checkout is completed.
In this particular case, the original request submitted through Thumbtack was for a smaller single-TV installation. Once we confirmed the appointment details, it became clear the project involved additional work, including a larger TV and a second installation request that were not part of the original booking. Updated pricing reflecting the revised scope of work was provided before service was completed.
Regarding arrival timing, our system provides customers with appointment windows as well as live en route ETA updates as technicians travel between appointments throughout the Boston area. While traffic and same-day scheduling variables can occasionally shift timing slightly, customers receive automated status and arrival notifications through the booking platform.
The additional labor charge reflected extra onsite time required to complete the second TV setup that was added during the appointment. The work was completed successfully, and after reviewing the completed installation photos, we are confident the project was finished safely and professionally.
We also want to clarify that no customer is ever charged without an invoice or updated booking confirmation being generated through our secure payment platform. Credit card processing fees are disclosed during checkout and processed securely through Stripe, similar to many modern online service platforms.
We would also respectfully disagree with the statement that communication stopped or that anyone was “ghosted.” We responded to messages, provided updated invoices and receipts, and also attempted to follow up by phone to discuss the concerns directly. Unfortunately, we were unable to connect afterward.
We’re sorry the experience did not meet your expectations and appreciate the opportunity to respond. We always aim to provide professional service, quality workmanship, and transparent communication for every customer we work with across the Boston area.
— Joe Stan
Founder, Mr Home Guy
Your Boston neighbor since 2004
