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Business Profile

Patios and Decks

Ace Fence Decks and Patios
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/23/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    In spring 2022 ace installed a 38 deck and 820sqft concrete stamped patio. We have in the past year noted the concrete has degraded and begun to crumble. The moulding sat the base of the deck pillars have also fallen apart. I contacted Ace on February 27, 2025 and spoke to ******* who asked me to forward images and details of the problems. Approximately 1 month after receiving no response, ace sent someone to our home to look at the issues. They have since made no effort to contact us or resolve this matter. ******* will only answer if I call their office from a number that is not mine. They will not respond to our requests to address the quality concerns or advise when repairs can be made. We are now seeking reimbursement for the cost of the patio to be replaced and correctly poured by another company at this point as *** clearly has no intention of resolving this issue or standing behind their work and warranty.

    Business Response

    Date: 07/08/2025

    Hi,

     

    Our company recently was purchased by a new owner and did not receive notification of the repairs until the bad review was posted on our page, we have since been in contact with the customer and the repair has bee fixed as of today.

  • Initial Complaint

    Date:08/13/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    Company has not responded to my request to be contact about needed repairs to my deck and patio that was built last year and still under warranty.

    Business Response

    Date: 09/04/2024

    The repairs have been made. We had no knowledge a complaint was made so quickly, we received one call from the customer about repairs, not even a text. Our front office answered the call and let her know we’d put her on the schedule since there is other customers. We are a reputable company with thousands of customers, a complaint of this manor is shocking. We did send someone out to fix the repairs that were made. 

    Customer Answer

    Date: 09/06/2024



    Complaint: ********



    I am rejecting this response because:

    I reject the business response that they were unaware and I only called one time.  I called multiple times and even told them I was going to contact the better business bureau. I suggest they get better administrative staff that do not alert them of customers concerns if they are only aware of one of my calls.  They should also offer training in customer service.

    Thr repairs were made after I contacted BBB.  So this complaint is satisfied.   I just hope and pray I have no more issues with my porch that requires me to have to fight to get service from this company. I just want the warranty and service I was promised when they sold their services to me to build my porch..

    Don't think that is too much to ask for.



    Sincerely,



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

Ace Fence Decks and Patios is BBB Accredited.

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