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:06/20/2023

  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.

  On a large project, there were several problems that were identified and resolved prior to payment. One problem related to the fireplace face install that was different than what we requested. That was resolved by a $1000 price reduction as agreed by both parties and reflected in the final invoice. One unresolved problem is related to bathrooms using wall mounted faucets and the proper placement of the sink cutout. There are 5 sinks with 3 different length faucets. This was identified prior to fabrication and we were assured that it was no problem to place the sink cutouts to match the faucet length. All faucet models and specs were provided to ACE prior to fabrication. After install, it was discovered that all sink cutouts were identical and reflected standard deck mounted faucets. The upstairs vanity with 2 sinks was replaced since the faucets were clearly well behind the sink. The Master vanity with 2 sinks worked only because of dumb luck that the faucets were long enough and extended far enough into the sink. I had thought the 5th sink would be OK. It was very close to the rear sink edge, but after the faucet was installed and water turned on, it did not function properly and splashed on the counter. By this time, I had already paid the final bill in March. I advised *******(owner) by text of the issue on April 5. Rather than replace the whole counter, I moved the wall mounted faucet and wall forward to extend the faucet over the sink properly. The faucet and sink now function properly. This avoided ACE from having to replace the counter at their own labor and material cost. However, the dimensions of the backsplash did change. This requires ACE to simply fabricate a new backsplash. 2 of 3 sections can be reused, but the middle section(~32"x3") is now too short. ******* indicated that this backsplash had been redone previously. That is true and was done only because his installer thought it didn't match - not at our request. Calls and texts have been ignored.

  

  Business Response

  Date: 06/27/2023

  Mr. ******,
  
  Please see attached photo of backsplash installed.
  
  Regards,  
  
  ***** ********