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:02/25/2025

  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.

  Called them to get a quote for 2 bathroom remodels. They told me it was $349 for the quote. I told them no thank you, I didnt want to pay $350 and then have them give me a quote that was out of my budget. A few days later the owner calls me, promises me their prices were in my price range. I went ahead and agreed based on their ratings and reviews being so ************ the quote, and of course it was a lot higher than the owner had promised me. Told them this was exactly why I did not want to get a bid from them and was pretty upset. After some back and forth one of their managers said theyd refund the $350 for the bid since he confirmed that Id been over promised on pricing. They never issued the refund.The site visit was on 2/06/25 and I received the quote for work on 2/12/25. They agreed to issue a refund the same day.

  

  Business Response

  Date: 02/26/2025

  Thank you for reaching out regarding this complaint. We appreciate the opportunity to clarify our position and work toward a resolution.

  Our Perspective on the Complaint
   The customer initially reached out to request a quote for two bathroom remodels. During our first conversations, our team inquired about his expected budget, and he stated a range of $20,000 to $50,000 for both bathrooms. We provided general pricing guidance, stating that a full bathroom remodel typically ranges from $22,000 to $28,000.
  

  We require a consultation fee of $349, which the client was hesitant about, citing concerns that our estimate might be too high for his budget. After additional discussion, he proceeded with the consultation, and our team provided a detailed quote:
   - Bathroom 1: $23,000
   - Bathroom 2: $29,000
   - Total (excluding owner-supplied items like vanities, fixtures, etc.): $52,000

  This estimate fell within the range we initially shared. While we strive to set accurate expectations, every projects final cost depends on the scope, selections, and adjustments made during the planning process.

  
  Addressing the Refund Concern:
   At no point did our company formally agree to refund the consultation fee. However, we understand the customer's frustration and have attempted to contact him twice in the past week to discuss potential ways to modify the project scope to better align with his budget.

  
  Resolution Proposal:
  While our policy does not typically allow for consultation fee refunds, we remain open to discussing a solution that works for both parties. We would like to offer our client further consultation to adjust the scope of work and explore options that fit his budget.

  We are happy to continue this discussion directly with the potential customer and hope to find a reasonable path forward.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22991168
  
  I am rejecting this response because:
  
  When ******* called me, she called me back after I said no originally, she told me the price for the first bathroom would be $11-15k and for the master bath it would be $20-25k. Which fit into the budget I gave her of $40-45k, NOT $50k.

  In addition, I have received ZERO attempts at communication since 2/12/25 when their field manager called me and said I listened to the call, the office over promised you. I will refund the money.

  I tried calling ******* yesterday, she sent me to voicemail and has yet to return my call. This business is not trying to resolve the problem, I am instead getting more lies from them after I took my issue public.

  Sincerely,
  
  **** *********

  

  Business Response

  Date: 03/06/2025

  This is what we sent to **** directly. We have a timeline documented and call recordings we can share if needed.

  *******

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

  Hi ****, 
  

  I want to take the time to follow up on your recent conversations and interactions with me and my team, as well as your chargeback request, BBB complaint, and updated online review. We take customer concerns seriously, and we have carefully reviewed the timeline of our interactions and conversations with you to ensure accuracy in our response.

  Clarification on Pricing Discussions 
  From the beginning, we made an effort to understand your budget and provide general pricing guidance. During your initial conversation with ******** you mentioned a range of $40,000$55,000 for both bathrooms. ******* shared that a full remodel typically ranges between $22,000 and $28,000 per bathroom, and based on your feedback, we believed we could work within your expectations. 
  

  When you later spoke with me, I mentioned that a typical guest bathroom remodel can range between $10,000 and $15,000, but that would depend on the scope of work. You also reiterated that your budget was $40,000$50,000. At no point did we promise you that your total project cost would be within a fixed numberwe gave you estimated ranges based on the information you provided. 

  The final quote, which totaled $52,000 for labor (excluding components like vanities), was in line with the general range we discussed. 
  

  Consultation Fee and Refund Concerns 
  You agreed to the $349 consultation fee with full knowledge that it is a non-refundable charge for our time and expertise and signed our contract accordingly. While our field manager, ****, acknowledged that there may have been some misalignment in expectations, no one from our team formally committed to a refund. 

  After you initally expressed your concerns, we attempted multiple times to reach out to discuss options for adjusting your project to fit your budget. You did not responded to these attempts (calls made on 2/13, 2/14, and 2/19), and instead, you proceeded with a chargeback and negative reviews. 
  

  Addressing Your Online Review 
  In your updated online review, you are sharing inaccurate information about our conversations and our process. We have records of our communications that show we never guaranteed a specific project total or agreed to refund the consultation fee. 

  If your intent is to misrepresent the facts to harm our business, we will engage legal counsel to protect our reputation.  

  If you would still like to discuss options for modifying the scope of your remodel to fit your budget, we are open to that conversation. However, we cannot accommodate further discussions if they are centered around false claims. 

  Please let us know how youd like to proceed. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22991168
  
  I am rejecting this response because:
  
  1. When I spoke on the phone with ****** I told her my budget was $40-45k. She told me that bathroom pricing was $10-15k for the guest bathroom and $20-25k for the master. She told me those prices are consistent with what they usually charge and I wouldnt tell you that if I didnt believe in them. That to me sounded an awful lot like a promise 

  In addition, the master bath did not need any demolition. Which should have caused the quote to be lower as there was less labor and waste to dispose of. Instead the quote came in at $30k.

  The $52k did not include tile, vanities, tubs, toilets, etc which would add another $10k minimum. So youre saying your quote was only a little over but really its $15k+ over what I told you I wanted to spend.

  2. You keep saying you tried to contact me, but wheres the voicemail? I get a lot of unknown to me phone calls, dont answer all of them. If you were trying to contact me one would think youd leave a message for me to return your call. Maybe shoot an email? Im reiterating my stance that there was no contact attempted. I have nothing from Ace Handyman that shows they were attempting to contact me.

  3. In my conversation with **** on 2/12, approximately 1515 that afternoon, he told me I listened to the calls, and the office overpromised. Ill refund the fee. do you have that call saved? Id be happy to be proven wrong if they do.

  4.  please do no forget this fact: I told Ace Handyman NO. That I did not want to proceed explicitly because I did not want to be in a situation where I had a quote that was out of my budget and be out $350. YOU called me and said back. YOU promised me that your costing would meet my budget of $40-45k. Based on that fact I agreed to having a quote done. And was fully prepared to accept the quote and hire Ace Handyman to perform the remodel.

  However it appears I agreed under fraudulent conditions. Which to me nulls the contract and entitles me to a refund. I ONLY agreed AFTER ******* promised me that my project would meet my budget of $40-45k.

  Sincerely,
  
  **** *********

  

  Business Response

  Date: 03/23/2025

  Thank you for your continued feedback. I want to take this opportunity to respond thoughtfully and accurately to the points youve raised.

  In our recorded calls, you mentioned multiple times that your budget range was $45,000$55,000. In your initial conversation with ******** you stated a budget of $40,000$45,000, and later in the call you clarified that your range was low-end 40, high-end 55, adding that youd be okay with that.

  In our conversation, I shared a general range of $10,000$15,000 for a typical guest bathroom and $20,000$25,000 for a typical master. However, I also reiteratedmore than once, including in a written follow-upthat our full bathroom remodels typically range from $22,000 to $28,000 each, depending on scope, finishes, and complexity. I emphasized that you should make the decision that was right for you and your project based on that guidance, and that I stood behind what our team had already communicatedwhich included sharing the $22,000$28,000 range on three separate occasions (we have the documentation to support this).
  

  These ranges were not promises or guarantees, but general estimates provided transparently to help you make an informed decision. Our estimate for both bathrooms$52,000, excluding fixtures and materials to be supplied by youfalls within the broader ranges we discussed.
  

  Regarding demolition, the scope of work involves much more than tear-outlayout, preparation, plumbing, electrical, and finish work all contribute to the final cost. The absence of demo in one bathroom doesnt result in a significant price reduction when considering the full scope of a remodel. Additionally, we dont include trim items (such as vanities, tile, etc.) in our labor estimates because homeowners often choose options ranging from very economical to high-end, which significantly affects the overall project budget.
  

  While we do not have a recording of your conversation with our field manager, ****, his account of the discussion does not align with your version of events. At no point was a formal commitment to issue a refund documented, and we have no internal record reflecting that. That said, we recognize there may have been some miscommunication, and we regret any confusion that caused.
  

  Our system shows that calls were placed to you on February 13, 14, and 19, following your expression of concern. While voicemails may not have been left, we do have phone records to verify these outreach attempts and would be happy to share them.

  When you felt follow-up was lacking, you did not reach out to us directly to seek resolutioninstead, you escalated the situation by initiating chargebacks, leaving negative reviews, and submitting this BBB complaint.
  

  After your initial conversation with ******** we followed upjust as we do with all prospective clientsto see if you were still interested in moving forward. You expressed continued interest, and we proceeded with the consultation at your request. I encouraged you to make the best decision for your goals and budget, and at no point did I promise your total project cost would be under $45,000.
  

  We understand your frustration, and we regret that this experience did not meet your expectations. Misleading you was never our intention, but its clear you feel that it was. We sincerely apologize if our communication led to any confusion. In the spirit of bringing this issue to a close, we are willing to refund $50 to your card as a gesture of goodwill in response to your concerns.

  
  

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 22991168
  
  I am rejecting this response because:
  
  As I stated repeatedly I rejected the initial conversation with Alexsei. It was AFTER, and based entirely upon, the conversation I had with you that I agreed to the estimate. In that conversation that numbers totaled roughly $40k. Nor did you say that fixtures, trim, etc, would be an additional cost either.

  You told me what I wanted to hear to get the estimate. Then said oh he told ****** he could go to $55k so lets charge close to that number, regardless of what we spoke about.

  And as far as average goes? What makes my bathroom so special? Its smaller than most walk in closets? So why would it cost more than the average?

  And what a coincidence that the one phone call you DONT have recorded is the one in which **** told me hed issue the refund.
  

  Let me be perfectly clear on this point: To me this entire situation seems fraudulent. That you intentionally and willfully lied in order to take advantage of me. I will not be happy with any resolution that does not include some kind of refund.

  Sincerely,
  
  **** *********