Complaints

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• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company came out to repair my swimming pool gas heater on 3/13/23.Replaced the control board. ******** quoted me $675 . He installed me a used one and replaced a leaky check valve that is still leaking. I had to pay on the spot $1,375 . I asked to see the invoice. I was told that the office will email me the receipt shortly. They never did. I called multiple times and every time I was told that they will send it. Last time I called I requested to be sent via mail since for some reason Im not receiving it via email. I waited two weeks never received it. I had to physically go to their office to get it. I was not welcomed there. When I looked at the receipt I figured out why they didnt want me to have it. I noticed that the control board price is $875 not $675 like I was told before I authorize it. $175 extra for something I didnt need. $35 credit card convenience charge that I should have been told about before I chose to charge it. Two hours of labor when he was there for 40 minutes. Bill the owner is such a scammer that wasnt reasonable to solve anything. So I left pretty upset. An hour later bill sent me a text apologizing and he will refund me $175 for the extra charge. So l let it go. Two months latter We tried to use the hot tub for the first time it didnt work. I called the office for the warranty they put me on hold for a while then **** got the on the phone telling me that they dont want to do business with me and hung up. Three months ago My heater didnt work now my heater still doesnt work and lm $1,200 out. I want them to come out and take their used parts and put my previous part on . I want my money back from this fraudulent company.

  Business Response

  Date: 07/03/2023

  this customer called our office requesting service 3/13/23. We performed a standard service 3/22/23. the customer was home when we arrived and approved the charges and gave my technician his credit card. My tech. ran his card at the time of service, our policy is that the tech. sends the customer the invoice from the jobsite and to my knowledge this was done. I was told that my office staff was called by the customer asking us to resend the invoice that he had not received it. he called again stating that he had not received it again? we emailed to him I believe 3 times to his confirmed email address. we then sent the invoice in the mail ****** to his address. 

  All repairs were explained the customer at time of service, and he approved the repairs.

  We did not, have not, and will ************* used parts at any job.

  The customer came to my office 4/12/23 stating that he had still not received the invoice, we printed it and gave it to him. 

  He was aggressive and demanded a discount. I told him that the charges were correct, and that no discount would be provided. He got more upset but left the office. 

  He drove away but then returned and I met him outside of the office because he had scared my office staff. he got very rude with me and began cursing at me. I told him to leave and never come back.

  After calming down I decided to give him the discount that he was so upset about. I emailed the new charges to him and sent him a text as to what I had done. I just didn't want any more trouble from this customer. I have attached the invoice to this complaint.

  He called recently asking for another service and was told he would have to contact another service company, this is when he wrote this complaint.

  I have been in business since **** and have never had a customer behave this way, and will not provide service to him ever again.

  **************************;

  President

  ACES Inc.

   

   

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20194229
  
  I am rejecting this response because is its not true.
  
  Sincerely,
  
  *************************