Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/15/2023

  Type:Product 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.

  On Feb 1st I hired Ace handyman services to provide several services: 1. Install two fans 2. Install two toilets 3. Install chandelier in dining room 4. Install chandelier in foyer After checking the fan installations, we noticed there was a delay in the light coming on after flipping the switch. We questioned it and he explained something regarding the fixture not being compatible with electrical already installed in the house. We were okay with what he said. He had an extremely difficult time installing both light fixtures. After numerous attempts (and me telling him I wanted the dining light installed (36 inches from the table) he finally got it installed about 60 inches from the table. There were numerous times he almost dropped the light and caught it on the ladder he was using. So, there are numerous scratches. We also had to call the company to ask for instructions on hanging and found he didn't have the right tools. He had the same troubles with the foyer lighting but finally got it installed. Although, I wasn't happy with the service I didn't complain because I felt we should have stopped him sooner. I finally called in an electrician, who explained the light needed to be removed, taken to be rewired, and then installed correctly. While he was installing the dining fixture, we asked him to look at the foyer lighting. After looking at the installation he said I'm so glad you asked me to look. This light was installed hanging from the wires, vs. hanging from the chain that it should have been hanging from. This could have fallen on someone. I'm not seeking compensation for the repair work. I believe that Ace Hardware should have sent a qualified person to install the light. Hanging from wires was very unsafe. Ace offered to send a more qualified person to repair the fans. I've been reluctant to have their workers in my home again. They have yet to address the fixture hanging by wire. Seeking refund for foyer light fixture.

  Business Response

  Date: 03/28/2023

    
  

   

  Good afternoon and Happy Friday!

  In an effort to address issues for this complaint I will keep it brief and to the point. I regret that *** ***** didn't provide an opportunity for us to remedy the issues and filed a complaint with BBB. Our office manager offered to have another craftsman come out to investigate and remedy any concerns the customer had. Our office manager stated that *** ***** wouldn't allow us an opportunity to do so. In addition no pics were provided to show what *** ***** was concerned with such as scratches on the fixture, fixture hanging from wires, etc. 

   

  After discussing this with our craftsman the following was explained:

   

  1. The issue with the delay in the light coming on is common now and the link below will explain.

   

  *******************************************************************************

   

  2. Our craftsman did admit he struggled with installing the light fixtures and should have asked for another craftsman to assist. Therefore if indeed there is damage to the fixture we will be happy to provide some compensation. We would have done this anyhow if given the chance to come take a look at the customers concerns. 

   

  3. The craftsman states that *** ***** did not indicate a height for both fixtures. He installed the second one at the same height due to having the same length of chain on both. 

   

  4. Our craftsman denies hanging the fixture from wires and stated they were secured with links the customer purchased since none came with the light fixture. Ideally allowing us to see this work would have helped if indeed it was hanging by wires. Otherwise pictures of the situation would have also been helpful.

   

  5. The tool that is mentioned is a fairly uncommon tool for a craftsman to carry ( or an electrician ). Other options exist and our craftsman utilized them.

   

  6. Considering the size and weight of the fixture there is no way it possibly could have been hanging by only wires. The wire nuts (connectors) would have given way immediately.

   

  I will absolutely consider compensation to some degree. We always strive to do the right thing for our customers and believe in doing what is fair and reasonable for them as well as us. If *** ***** will let us know the amount she is seeking and perhaps supply pictures of the damage, we will consider the refund.

   

  Respectfully,

   

  **** *******

  Ace Handyman Service Savannah