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Ace Repair & Investments

Phone: (901) 626-7811

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BBB began including complaint response text in BBB Business Reviews on July 31, 2013.

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
10/29/2013Problems with Product / Service | Read Complaint Details
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Complaint
Delayed delivery of service. Cheap and unprofessional quality of work. Damage to the existing material
We signed a contract on 06/18/2013 to get flooring in three baths and get the cabinets painted in our new house. We gave the contractor down payent on the same day and told him that we need to get the work done in a week because I am pregnant and we need to move before I deliver. The contractor told us it will take little longer but he assured us that the work will be completed in less than two weeks. They took out the cabinets for paint on 06/17/2013 and the work was not finished till 07/16/2013. Even than the quality of the paint done was unprofessional and cheap. They damaged hook of one of the cabinet drawer and instead of fixing it, their worker just glued it. Most of the time their workers did not show up to work. This was the reason for delay. However the contractor kept blaming on us for making changes in the middle. We always gave our opinion when we were asked or when the work was still not started. I never liked the way flooring was done on my two small baths because the proportion of grout to the size of tiles was way more huge (anyone with common sense would identify the cheap look, they call themselves professional). But I did not ask them to change because we did not have time. Even than it took them so long to get the work done because most of the times the workers would not show up. They had lame excuses like one of the worker said her car was broken. She did not show up for 4 days. In the end we were so frustrated that we offered our help to give her ride for pick and drop although it wa not our responsibility. And than there was another time when the same lady did not show up for cabinet paint. We checked with the contractor since it was already 3 weeks and still there was no progress. He made the excuse that drying time of cabinet was prolonged. The truth was the painter had gone for a vacation at the time of independance day (she hereself admitted that). The contractor did not care at all for either quality of time management. Still today we can identify problems in the work. The contractor assured us that once the work is done, he would walk with us and go through everything. Now he refuses to keep his promise. He is out of town and is asking us to pay the rest of the amount to the workers. Is this the professionalism he is showing. When we told him that we want to meet you first and we will pay you, not the workers because we signed the contract with you and we want you to go through everything with us, he started threatening us. He says if we do not pay the workers tomorrow, and wait for him till Monday (when he is supposed to come back), then we will in problem. ACE repair's work is the proof of cheap, unprofessional and inefficient work.

Desired Settlement
We are not asking for any settlement. However we want this firm to learn to respect coustomer's time and resources and not take the consumer for granted. Also we want other people to know how bad experience we had with this firm.

Business Response
Hi ****

Thank you for letting me respond via email.

I feel like I tried extremely hard to make **** ********* happy during her remodel. I installed light fixtures at no charge, I did not charge for change orders ( both small bathrooms were supposed to be 12x12 tiles at contract date, in the middle of rehab they choose to switch to 6x6 tiles and did not ask for a different grout size ), and as we refinished her kitchen cabinets we installed new drawer guides at no charge. The cabinet refinishing was explained to her as being a distressed finish. When she saw the look of the distressed finish, she changed her mind and requested that we give her more defined and straight lines, this is much more labor intensive. We painted the cabinets again and gave it more of a defined look. At the end she was still unhappy with the gloss of the cabinets, we had applied a semi-gloss polyurethane, we then came back and applied a high gloss finish. There were several unforeseen issues with the installation of the new drawer guides that caused problems towards the end of the job. I was out of town, and was unable to personally be there. I requested to her husband that he communicated with my foreman and employees to make sure that they were satisfied and make the final payment and he got very angry with me that I could not be there. I do not know that if I could have been there at the end if it would have made a difference, usually it doesn't. I strive to have 100% customer satisfaction, and work hard at having a personal relationship with my clients on a professional level. I hope that this helps, and I would be happy to provide any more information if needed. Most of all I would like to make the ********* family happy, and I hope that there is some way for me to make that happen.

Thank You,

10/27/2014Problems with Product / Service | Read Complaint Details
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Complaint
Ace Repair undertook to rehab a property for $19950 including building regulation fees. On inspection the work was of a very poor quality,
Ace repair and Investment took over the management of my 3 properties after the fiasco with ******** properties of TN. Ace gave me an estimate of the repairs to **** ****** as $19950 and said it would take up to 4 months to complete.
An e-mails was sent early November advising repairs nearly complete and that the property would be marketed for sale or rent . No offers were received. Because or poor service re managing the properties I terminated the management agreement at the beginning of June to end at the end of June. On visiting******** in mid June I visited the repaired property and found the standard of work to be appalling, which I communicated to ******* by phone in the presence of the new property manager . I told Mr ******* by e-mail I would have the property independently inspected and asked if he wanted to attend. He did not respond, and as he was not in******** at the time I could not meet him personally. At the end of the month I requested payment of the balance of my funds held by Ace and MS ******* a property manager. Ms ******* paid me $1222 and said the balance of over $3k was being held by Mr *******. In a subsequent phone conversation Mr ******* acknowledged the debt but had no funds to pay it. He also acknowledged holding equipment in his lock-up from my property and said he would pass this onto the new management company. This he has not done. The cost of redoing the work not done will be in the order of $11k-13k if new equipment has to be bought. I have now found a buyer for my 3 properties at greatly reduced prices because of the poor maintenance and management carried out by Mr ******* and his associates. As Mr ******* did not respond to the invite to attend the property inspection, or respond to other communications re the hand over of responsibility of the management of the properties I have not to date sent him the inspection report

Desired Settlement
Mr******** did not carry out he work the work to a satisfactory standard, did not obtain the building permits as stated and charged, and did not maintain the other properties according to the contract, I am looking for, Mr******** to repay the full cost of the unsatisfactory rehab of $19950 and also pay the funds he holds on my behalf $3k. If the repairs had been done on the other properties at the time I would have had to pay for them anyway.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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