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:07/25/2023

  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.

  I scheduled for a handyman service at my property. I was not told about a minimum charge or a service fee.
  
  The service took 30 minutes to complete, yet I was charged the hourly minimum of roughly $100.
  In addition, I was charged $70 for a service fee. I was not made aware of this prior to scheduling, and was told after being charged, thought it was for vehicles.
  
  This $70 represents 70% of the hourly rate, and over 10 times the IRS fuel reimbursement rate, as they had to travel, only 10 miles to my property.
  
  I am seeking a refund for the service fee at minimum, and believe that I should only be charged for the 30 minutes of service that I paid for, which would be 50% of the hourly rate.
  
  I attempted to resolve this with the business to no success.

  Business Response

  Date: 07/31/2023

  We were originally contacted by Enspire with **** ******* *nformation stating she was looking to find someone to install a 6 foot privacy fence. I contacted **** ***** and after talking, we decided it would be better if we sent a craftsmen out to look at the job before giving an estimate. In order to send a craftsman out, it costs $69.00 to do an in person estimate, **** ***** did not like this. I checked in with her via email a few days later to see if she found someone else to install the fence and she let me know that she had 2 sets of blinds that she needed help installing and that while on the property the craftsman could look at the fence install as well. I did inform her that we have a 1 hour minimum and that it would be $178.00 (see copy of email below) but if she decided to go with us for the fence install, I would discount her next visit with us making the estimate a free estimate. She then went ahead and booked a convenient time. When my craftsman was done with services, he collected payment via credit card and went on to his next job. **** ***** did not complain to him about the payment, rather she waited till 9:13 and emailed me about the bill, of which she was informed of upfront that it would be $178.00.

   

  Copy of email between **** ***** and myself:

  Lets
  do 8 AM
  
  *** ***** *****
  ****** ***** ** *****
  
  
  
  ******* *****
  ************
  
  
  
  On Jul 19, 2023, at 1:34 PM, ***** ****** ******************************>
  wrote:
  
  Tuesday the 25th works well. If you can supply us
  with an address, I will get you scheduled for the 2 blinds installs and for the
  estimate on the privacy fence. Would you prefer an 8:00 start or a 1:00?
  
  Molly M*****
  Office Manager – Evans City
  Ace Handyman Services,
  Inc. 
  ******* ************
  <image001.png>
  
  
  
  From: ******* ***** ************************>
  Sent: Wednesday, July 19, 2023 1:17 PM
  To: ***** ****** ******************************>
  Subject: Re: Privacy Fence Installation - Ace Handyman Services
  
  The 25th or 28th are better days
  ******* *****
  ************
  
  
  
  
  On Jul 19, 2023, at 1:12 PM,
  Molly M***** ******************************>
  wrote:
  
  I do apologize, we are booked for Friday. What day works
  best for you next week?
  
  Molly M*****
  Office Manager – Evans City
  Ace Handyman Services,
  Inc. 
  ******* ************
  <image001.png>
  
  
  
  From: ******* ***** ************************>
  Sent: Wednesday, July 19, 2023 12:56 PM
  To: ***** ****** ******************************>
  Subject: Re: Privacy Fence Installation - Ace Handyman Services
  
  That time won’t work for Thursday, but it does for Friday.  
  
  Please let me know. 
  ******* *****
  ************
  
  
  
  
  
  On Jul 18, 2023, at 9:27 PM,
  Molly M***** ******************************>
  wrote:
  
  Good Evening **** *****,
  
                
  We could actually work things out very well that way. If you are available
  Thursday afternoon, I could send a craftsman your way around 1:30-2:00. He can
  install your 2 blinds in about an hour and take a look at your fence to get a
  better idea of an estimate for you. We do have an hour minimum which is
  $178.00. However, if we come back to do your fence, I will discount your
  service fee for you.
  
  Please let me know about this Thursday’s availability.
  
  Thank you,
  Molly M*****
  Office Manager – Evans City
  Ace Handyman Services,
  Inc. 
  ******* ************
  <image001.png>
  
  
  
  From: ******* ***** ************************>
  Sent: Tuesday, July 18, 2023 7:57 PM
  To: ***** ****** *******************************
  Subject: Re: Privacy Fence Installation - Ace Handyman Services
  
  Hi Molly,
  I actually could use some help installing 2 sets of blinds.
  Could I schedule for that paid service & maybe then they
  could look at the fence area? 
  
  I can talk tomorrow (Wednesday)
  to schedule the blind installation & if that could work to look at the
  fence area. 
  ******* *****
  ************
  
  
  
  
  
  
  On Jul 17, 2023, at 1:20 PM,
  Molly M***** ******************************>
  wrote:
  
  Good afternoon **** *****,
  
                
  I was just checking in to see if you found someone to install your privacy
  fence for you. If you did not and are still interested in our services, please
  let me know. If you could send pictures of the privacy fence along with the
  number of posts that you have with the fence (as we discussed possibly setting
  the posts for you), that would come in handy when trying to get you a better
  estimate. If you have any questions, please feel free to contact me at the
  number below or by responding to this email.
  
  Thank you,
  Molly M*****
  Office Manager – Evans City
  Ace Handyman Services,
  Inc. 
  ******* ************
  <image001.png>
  

  Customer Answer

  Date: 07/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  i was told verbally that the job would likely not be some thing that they could take on, but it would be best to have somebody come out in person. It didn’t make sense for me to pay for an estimate that they might not be able to complete.  

  Therefore, I opted to give them business by doing a blind installation.  

  I did not complain to the serviceman because it felt inappropriate and out of his hands. I approached the business less than one hour after he left — he was scheduled at 8 AM, left at 8:30, and I reached out within that hour.
  

  The $178 was not made clear to me on what each item actually was.  During our conversation, it was relayed to me that the $178 could be a flexible number, and that if I gave them initial business that they might be willing to waive it.
  

  Regardless, the fee that I was charged is astronomical and unconscionable.  $70 to “travel” less than 10 miles is unacceptable.  If you read Google reviews, I am not the only person who has had problems with their (clearly) very subjective fees.  

   

  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* *****