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Business Profile

Power Actuated Tools

Ace Tool Group Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:04/08/2025

    Type:Delivery 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.
    Order *******Informed seller of certain mailing regulations in regard to ***. Seller states they can ship to *** but does not follow legal requirements and international law when shipping Lithium containing product. Seller did not respond to FIVE emails concerning products. Seller allowed high value item(s) to be returned to sender and not upholding buyer and Seller common practices.Lack of communication, preparation, and competence from seller.

    Business Response

    Date: 05/31/2025

    Thank you for the opportunity to respond to the complaint filed by **** ********.

    We are a small, customer-focused business and take every order and interaction seriously. In this case, the customer placed an order for a DeWalt tool that included a battery. When we attempted to ship the item overseas, we encountered a restriction: lithium batteries are not permitted to be shipped internationally due to safety regulations. 

    As soon as we became aware of this issue, we reached out to the customer, explained the situation, and sincerely apologized for the inconvenience. He informed us that he actually lived locally to our storefront in *******, **, and he said he would pick up the item in person. Unfortunately, he never came to collect the order, and we did not receive any further communication from him until this complaint was filed. 

    I did try to address this matter proactively.  

    Ive attached a photo of the return box to show our good faith effort to provide the customer with their online order. 

    We deeply value our customers and always strive to provide excellent service. As a small business, our reputation is extremely important to us, and we do everything to ensure satisfaction. We truly believe this issue could have been resolved amicably had we received further follow-up from the customer. 

    We respectfully ask that this context be taken into consideration.   We remain open to resolving the matter and maintaining the trust of both our customers and the ********************.  

    My contact information is below. Please do not hesitate to reach out to me directly. 

    Sincerely,

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


Ace Tool Group Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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