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Business Profile

Hardware Sales

Westlake Ace Hardware - Pinecrest Pointe

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:04/10/2023

    Type:Service or Repair 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.
    I dropped off my STIHL String Trimmer at Westlake Ace Hardware Pinecrest Pointe located at ****************************** Suite 169 ******* on Friday March 31, 2023. I wanted to have the fuel filter changed (I supplied the fuel filter). This location is an authorized STIHL service location. I was told that I would receive a call from the service technician providing me with an estimate of price and repair completion. I never received this call.I called Ace Pinecrest on Wednesday April 5th, and this was my 1st conversation with the service technician. The service technician told me the estimate for my job would be $15-$20, I was next in the queue for service, and that he expected my job to be completed either Wednesday or Thursday.I called Ace Pinecrest on Friday April 7th around 1pm (the service technician seems to work from 12pm 8pm). The service technician told me he had completed the fuel filter replacement. He also told me that when he tested the trimmer the starter rope broke, he did not have any rope at his location, and he would need to travel to another Westlake Ace Hardware to get some rope. He indicated that since the rope breakage happened under his care, he would fix the rope at no charge to me. Also, since the trimmer was taking so long to repair in general, he would not charge me for the fuel filter replacement. The service technician expected the trimmer to be ready for pickup by end of day the 7th.I called the service technician again on Friday April 7th at 5:40pm and 7:06pm. Now the rope spring? was not working properly and needed to be fixed. The service technician indicated the trimmer would be ready by EOD Friday or Saturday morning April 8th. Today is Monday April 10th, and I have not received word the trimmer is available.

    Business Response

    Date: 05/01/2023

    For the records we did contact our guest on April 10th to let him know his trimmer was ready to be picked up and that there was no charge on the repair.  We have contacted him two more times leaving a message, and even responded to his complaint on Yelp concerning the matter letting him know his trimmer is ready to be picked up.  It is now 5/1 and he has yet to pick up his completed repair. 

     

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

    General Manager

    Store 172/18316

    ****************************** Suite 169

    *******, ** 27613

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

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

Westlake Ace Hardware - Pinecrest Pointe is NOT a BBB Accredited Business.

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