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:12/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 or about 8 /28/2024 I requested Ace Handyman Services Upstate of SC to come install 2 TV's and 5 ceiling fans, I authorized 2 individuals for 1 hour to install the larger TV and then 1 individual for 3 hours to install the last TV and the ceiling fans. In my opinion Ace sent unqualified individuals to my home that did not know how to install the TV's or the fans, they made statements to my wife that made her feel that they did not know what they were doing, they took longer than a reasonably trained and qualified handyman would have taken to perform the duties. They installed one of the TV's improperly and then attempted to charge me for materials that was not needed for the install. At one point another individual was sent to my home to repair the damages the first two did and hang the last ceiling fan which was not properly installed and now is a safety concern and it does not operate properly, We are also having issues with 3 of the other fans due to improper installation. Now they are demanding that I pay for cost and man hours that was not approved and by reasonable standards should not have occured. I feel that their associates delibertly took longer than needed to add charges.

  

  Business Response

  Date: 12/09/2024

  ***** scheduled an appointment with us for 8/28 to install 2 TV mounts and 5 ceiling fans.  ***** was advised at the time of booking we are a time and materials company.  We schedule for an amount of time based on the project, but you only pay for actual time worked and any materials we purchase.  The appointment was scheduled for 4 hours with 2 craftsmen.

  During the initial appointment, our craftsmen encountered an unexpected complication with the downstairs TV mount installation, which required more time than initially estimated. As a result, we were unable to complete the installation of all the fans as originally planned.

  To resolve the issue, I scheduled a follow-up appointment on 8/30 at no additional charge to complete the ceiling fan installations. Additionally, I discovered that there were actually 8 fans to be installed, not 5 as originally stated at time of booking. Despite the increase in the number of fans, our team was able to install all 8 fans and complete the work without charging for the additional time and labor (an extra 8 hours) required.
  

  Based on ******* complaint and correspondence from ***** via email (Attached), I’d like to clarify the following points:
  

  1. Industry Standard for Fan Installation: It is common for fan installations to take anywhere from 45 minutes to 1.5 hours per fan, depending on the complexity of the fan and any required assembly or technical setup.
  

  2. Experience of Craftsmen: The two craftsmen who were dispatched to your property have over 40 years of combined experience, with a wide range of skills and experience including TV mounts and ceiling fan installations.
  

  3. AHS MN Services: After speaking with all our MN locations, I spoke with the MN location that had ***** in their systems.  Their records show at that location he contacted them and made four prior appointments all of which were subsequently canceled. No services were provided by any AHS at those times.

  4. Threats:  In the course of trying to collect payment, ***** has threatened my business, slandered my name and my craftsman's name and made statements I would consider false,  I can only assume is to get out of paying his bill. 
  
  I completely understand that the initial appointment didn’t go as smoothly as expected. However, I made sure to rectify the situation and complete all tasks professionally. Honestly I don't understand why this situation has gotten to this level.  I feel I did everything needed to take care of ******

  I am requesting payment for the original appointment on 8/28. No additional charges have been applied for the follow-up appointment or extra labor provided.(inv attached)
  
  
  

  
  

  Customer Answer

  Date: 12/16/2024

  Please see my response below, I will also attach a screenshot of their response to my google review.

   

  I maintain my argument that I only authorized 4 hours total,  1 associate was supposed to come hang 1 tv and the 5 fans, I am not sure where they come up with 8 as I do not have 8 fans in my house,  then 1 additional associate was supposed to come for 1 hour from 12pm to 1pm  to help put the bigger tv on the wall.  At no time did I authorize any additional hours and if it was going to take longer than was authorized, I believe Ace should have received approval from me which they would not have been given.

   

  Ace seems to want to go back and forth about their poor work,  there has been several in-consistencies in their statements and what they have posted as their response to my review on Google,  at one point they state they installed 8 fans which is not correct and then they state that they installed a 95 inch TV which is not correct since I do not have a tv this large in my house.

   

  Ace has made statements that I am trying to get out of paying my bill but has not provided any evidence to this,  they have stated that they recorded our conversations again no evidence has been provided to this fact,  they have challenged my integrity by stating I did not do business with an Ace franchise in MN,  which is clearly a lie as I have a paid invoice from them.  They have stated that they tried to get in touch with me multiple times which again is not accurate,  they sent me an invoice for charges for labor and materials that I did not approve,  they took pictures inside my home which I did not authorize and was an invasion of mine and my family’s privacy,  they made statements that their associates were adequately trained and experience for this job which was not accurate based off the statements made to my wife that they had never put up this type of mounts before, in my opinion they should have stopped right there and had I known at the time this was the case I would have stopped them from putting them up.  When confronted about why they were standing around talking by my wife statements were made in regard to my financial status and not worrying about the time when I have money. They left the house at around 330 and then came back.

   

  I feel that Ace sent me unqualified associates to perform task they had not done before and did not have the experience to perform,  the first TV was hung incorrectly and almost fell off the wall, we are now having issues with all 5 of the fans that they installed and fear that the fans were connected incorrectly and will need to be fully replaced.  The quality of work was poor, and I do not feel I should have to pay for subpar work.

   

  I was initially told that I would not be charged due to the circumstances and then I was invoiced months later.  I have agreed to pay for the original approved time of 4 hours which would include the TV installs and the fans,  once this payment is made I will then have another contractor come either correct the current fans and if they cannot be corrected to operations status I will have them replaced and would need to send Ace the bill for the 2^nd installation since I would be paying them for this.

  I feel from the statements made to my wife that the individuals that were sent were not up to the task and deliberately slowed their work to add additional hours that were not approved. In any business if you go beyond the original approved time, you must stop working and gain additional approval for more time or you would not be able to bill for the additional hours.

   

  I have requested the below and not been provided any of the information

  1. Site time sheets for each of the workers showing the arrival and departure time.
  2. Copies of conversations ACE stated they recorded
  3. Signed contracts or approval documents
  4. Copy of ACE business license

   

  I do not wish to continue to argue with ACE I feel I have made a good faith effort to resolve this matter and I feel that ACE is attempting to extort funds from me for work that was not correctly performed or approved.

   

  I have additionally reached out to Andy B*** the CEO of Ace Handyman Services along with John V******** with Ace Hardware and requested their assistance before I move this into a more public process.

  

  Business Response

  Date: 12/16/2024

  As I have mentioned I believe the amount billed is more than fair for the services that Scott was provided.  However, to resolve this issue I am willing to accept ****** original request for payment, prior to BBB and all the other places he reached out to.  2 craftsman for the 1st hour and 1 craftsman 3 hours plus the $21.05 in materials.  That would be $185 per craftsman (x 2)  for the 1st hour and 3 hours at $120 plus materials which totals $751.05.  If that is still acceptable I will resend a new invoice he can pay.  Thank you

  Customer Answer

  Date: 12/17/2024

  I will agree to pay the $751.05 as agreed to,  please email me an invoice at **************************
  
  
  
  Regards,
  
  
  
  ***** ******