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:01/13/2025

  Type:Customer Service 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.

  My house has a three inch frame, which requires modifying the door. They are usually four inches, standard. We made certain ++THAT++ was UNDERSTOOD. His labor showed up with four inch doors and tried to take an inch off my house. I called him, he said he didn't believe Me.....he's JUST spoken to Cesar THAT day on THAT very Matter. He used a half hour telling me it wouldn't happen, while his laborers were right under the camera narrating the opposite. You can hear them using a Sawzall and tearing stuff apart "Para comer la pulgada". ("To Eat The Inch") He arrived in person causing a scene. Called me a moron and tried to force me to accept new terms with a thumping great HOLE in my house. And, the original 3 inch frame in pieces. Spoke to the lady at the office, She and Eric have same last name. After promising a refund, as "honorable", they attempted additional charges on my ******** which were declined. A check did show up and bounced. Repairing the damage required good money thrown after bad

  

  Business Response

  Date: 01/15/2025

  Hello- Ace Home Improvements showed up at Mr. ****'s house to install a new door for him. When work started, customer was not pleased with how things were going. Eric K******, owner, went to speak with Mr. **** to try to work things out and complete the job, but they could not reach an agreement. This customer was unable to understand the process for the door installation and was angry, yelling at everyone. It was to a point that our employees did not even feel safe to continue working. At that point, Eric said it was best to cancel the job. Later that day, I (Jennifer K******) spoke with Mr. **** and told him we were sorry things did not work out and we would process a refund check for his deposit ( copy attached). This seemed satisfactory to customer. I mailed the check to him as agreed.  On December 31st, we received notification that Mr. **** initiated a chargeback on his ******** card for his original deposit of $1,537.50. Since the refund check we originally mailed to him had not been cashed, we figured we would not dispute his chargeback and would stop payment on refund check #13205. I attached copies of his chargeback and proof that it was deducted from our bank account. Even though Mr. **** received back money from his chargeback request, he still decided to try and cash the refund check we sent- not really sure why he would do that? He has also indicated that we have tried to charge his ******** card again and it was declined. We have not- we do not even have his credit card information on file. He paid his deposit himself through a third party we use. No credit card information is stored or saved in this office. Hopefully I have attached documentation that supports our side. Please let me know if you need anything else. In summary, we tried to please this customer best we could and promptly issued him a refund check. He then initiated a chargeback on his Discover, which we accepted, and, therefore, he got his deposit returned to him. We pride ourselves with good customer service, but in this case there was no resolution on his part on the installation.   Thank You, Jennifer

  Customer Answer

  Date: 01/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Although I differ in details, ******** card was able to credit funds faster than they were able to get me a check.
  
  Sincerely,
  
  ****** ****