Who has to do side work?
Nobody.
The only reason people do side work is to make cash money ontop of their regular wage. Your guys probably even do it. Taking money right out of your pocket and stuffing it into theirs.
That homeowner sounds like a typical handyman, the type of guy that only calls for help after he totally fvcks #### up. If that story is true, then you were totally justified in what you did. In fact, I wouldn't have been so nice in even offering him the part. I would have lit that guy up for shoving me, but that's just me.
So after hearing the full story - props to you.
As for your company being busy, it probably is - there is a lot of people in the GTA, but I wouldn't necessarily say the volume is higher per capita. Shlt breaks down here as well, so much so that a guy can make a lot of money fixing HVAC equipment.