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:07/16/2024

  Type:Order 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.

  To complete a porch renovation, I recd an estimate on 3/11/24 from Ace Handyman for $3,405 which showed 16 hours of labor @ $115 per hour, and $1,500 in materials. There were no additional contract term pages to accompany this estimate. I accepted the estimate via email that day. The job progressed periodically with no full workdays, from 4/4 through 6/28, with 9 cancellations and a two month delay. I messaged the company on 6/27 via the text thread that was being used, and requested an agreed-upon date of when the job would be complete. The owner, Shari, committed that the job would be done on 6/28. On 6/28, the worker arrived, worked all day, never mentioned that the job would not be completed that day until, at 5 pm, he said he would be back on Sunday, 6/30. I reminded him that the job was supposed to have been completed that day. He gave some excuses about buying the wrong materials. I left a voicemail w/ the business asking for a call back as soon as possible, and also texted this. I received no response (rnr). The worker arrived on 6/30 and completed the job. I received an elec invoice on 7/2/24 of $7,844, including 36 hours of labor, $3,704 in materials, and also four pages of contract terms which were not included with the initial estimate. I emailed on 7/2 asking for explanation of the additional charges that were never discussed with me or approved by me, and rnr. I called the business on 7/4 and left a voicemail restating my request and also asking what the avenue for payment is, because there was no avenue to pay within the email I received. I received an email response on 7/5 from ***** ********, saying that she emailed my request to the owner. I emailed again on 7/8, restating my requests and rnr. I emailed again on 7/13, restating my requests and rnr. I called the business on 7/16/24 and spoke with ***** ********, and I requested that she process my payment (as I feared being sent to collections due to lack of response from the business.)

  

  Business Response

  Date: 09/03/2024

  [[BBB transcription via email]]

   

  We spoke with our customer and understand her frustration.  Although we did spend extra time on her project, we agreed to give her a partial refund and she was satisfied with that outcome.

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.