Complaints

This profile includes complaints for Ace Home Care LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Ace Home Care LLC has 2 locations, listed below.

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  Ace Home Care LLC

  5900 Weston Dr McKinney, TX 75070-4544

• 

  Ace Home Care LLC

  4000 Hollywood Blvd Ste. 555 S Hollywood, FL 33021

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:11/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  During the 3rd week in October, I scheduled an appointment for October 30th, 2024, with Ace Fireplace Services for a fireplace and chimney inspection. We just bought the home in August and were unsure of the condition for use. The service technician arrived on time on the 30th. He briefly inspected the fireplaces (2) and recommended some firebox mortar repairs, chimney sweep (cleaning), and a smoke chamber repair to the basement fireplace. I inspected the issues and agreed that some firebox mortar repairs were required and that the basement fireplace smoke chamber required extensive parging (mortar) work to make it safe for use.The estimate for the parging work would be $3499.00, the inspection fee, firebox mortar repairs, and sweep were included in the service. Technician stated a 50% deposit was required, (which is typical for many other companies and services in the area) and that the office would call a week later to schedule a date to complete the repairs to the basement smoke chamber. I agreed to the estimate, which was emailed to me with an invoice for review then wrote a personal check for the 50% deposit of $1,983.40 feeling satisfied the issue was found and we were getting it repaired. The check cleared my account on the next day, October 31st, ****** days later on November 8th I had not heard back from Ace Fireplace Services and called them to see if the repairs could be scheduled. The person I spoke with on the phone reviewed my file and stated that a supervisor would call me back to schedule the repairs.Since then, I have made 5 additional attempts to have the service scheduled, only to be told that the system was down, I'm a new employee, or that my information would be passed on to the "Supervisor".The last conversation I had on October 18th, 2024, was to cancel service and requested a refund of my deposit. Again, I was rudely told the system was down and that the "supervisor" would call me back.

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hired Ace Fireplace Services, servicing my local area ******, ** for a full chimney cleaning and inspection on Monday 11/4/2024. When I called the company ************** I was under the impression that this was a local company, I came to realized it is a bigger company with no physical location in my area with a **************. Upon arrival the technician performed the inspection but failed to do any type of cleaning to the chimney. I contacted the ************** number as the technician was still in my driveway to share my complains and I was told I was going to get a phone call, which did not happen. I next decided to email the company once again sharing my complains and asking anyone from the company to be responsible on Wednesday 11/6/24 and did not hear back either. The company has failed to fulfill the services we paid for.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called this company wanting to get a damper blade ***laced for my chimney, I paid for an inspection and never got the inspection. They told me it would be an hour and its as of writing been 5 days. I received a link with an estimate of my work but after 24 hours the link took me where it said it had been moved/deleted. The sales *** spoke Arabic whenever he came to my door and worked with me, using ****** translate to communicate with me