ComplaintsforAce Handyman Services- Birmingham NE

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am not sure why I am expected to be satisfied with a half-*** job that Ace Handyman Services did. The job was scheduled for four hours but took 8 because the technician was not competent enough to complete properly in the scheduled time. I was quoted a fee of $545.00 and ended up paying $1,100 for a storm door that does not close properly and the front door will not close using the key -- I have tried several times but the key will not lock the door. Granted there were two trips to ***************** -- one where I needed to pick up the handle that was not delivered for the front door. The other trip was not something I required. I am very disappointed and feel cheated. I am stuck with a bolt lock that will not close the front door. I knew something was up when he arrived at 7:30 a.m. and the appointment was not scheduled until 8:00 a.m. I have been swindled and I need to be able to bolt lock my front door using the key as the old one.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/29) */ Contact Name and Title: ***** ******* - President Contact Phone: XXXXXXXXXX Contact Email: ******@acehandymanservices.com On Monday December 13, 2021, we received and email from the customer inquiring of our services. Our Office Manager then called the customer to further discuss the project. In that call the customer inquired of our services and described to us that she was looking for someone to replace her old doors with the same type of doors. The customer stated they had purchased a storm door and front door from their local Lowe's store and the doors should be available by Tuesday December 14th. We then asked the customer to contact us to schedule the install when they had the doors at their home. At that time, we provided the customer with an estimated time of 4 hours to complete the project thinking the front door was precut. The customer then contacted us via email on Tuesday December 14th letting us know they had the new doors at their home. We then called the customer to schedule the project. At that time, we reviewed the project over the phone, and we try to gather as much information as possible to confirm the project estimate. We inform all our customers that we charge on a time and materials basis and that this is only an estimate. Once the craftsman is on site and if the project appears it will take longer, they will communicate with the customer to get approval before beginning the project. If the project estimated time will take more time, then the estimated cost will be more, if it takes less time and the craftsman finishes early, the customer will only be charged for the time it took to complete with a minimum 2 hr. + our service charge. After explaining how our services are billed. Customer then requested an appointment for Wednesday December 15, 2021, at 8 am - 12 pm. On the day of the scheduled appointment our Craftsman arrived early. When reviewing the project with the customer our Craftsman discovered that the doors were not the same as the old ones. The entry door was a solid door and not precut for all hardware. Our Craftsman then explained that the new doors still had to be cut down to fit in the doorway and holes drilled for the old deadbolt lock, door handle, and hinges. This was the reason why the job took longer than estimated and we communicated that to the customer. The customer also let our craftsman know they wished to use the old hardware on the new doors. Our Craftsman communicated to the customer throughout the entire project which took us eight hours to complete. Before our Craftsman left, he took payment and asked if everything was completed to her satisfaction. Customer signed and paid the invoice. Later that afternoon the customer discovered the doors would not lock and there was a gap in the storm door after the craftsman had left. The customer notified us through email at 4:06 pm that afternoon of their dissatisfaction with the work. Our Office Manager immediately called the customer, and the customer explained their frustration and dissatisfaction with the work. To resolve the issues, the customer agreed to having us come back to fix the issues the very next morning at 8 am. Due to the dissatisfaction of our customer, we scheduled our General Manager and another craftsman to go out the next morning and correct the issues. Upon arrival the next morning our General Manager assessed the issues and found that there were issues with the project and the old handle and deadbolt were not working properly so we made the decision to replace them with new ones at no charge to the customer. We also fixed all the other items that the customer was not satisfied with. Our General Manager was there for 5 hours to install the new doorknob, dead bolt and fix the storm door issue. We then saw that the customer wrote us a review stating that while it was a stressful situation, we corrected the problem promptly. Here is a copy of the review dated 12/16/21: Hi Ace Lead, Someone just posted a new review about you, and we're here to help you respond. Here's a brief preview of what was said: 1 / 5 stars "I was quoted a price of $545.00 (half day) for a standard storm door and front door replacement. I purchased the doors online and had them available. After eight hours of struggling and trips to local hardware store, I knew there was a problem. The installer had a problem with the locks and after about an hour trying to get them to work, he stated that the problem was fixed. Then, I was advised that the payment was $1,100 for the installation due to eight hours of labor. The reason the labor took eight hours is the fact that he did not have the skill set to competently complete the job. That night after I went to retrieve the mail, the door would not lock, and I noticed that the storm door had a gap and was very difficult to maneuver the handle. I was very upset and called the office and was told to "calm down and stop yelling" in which I did not appreciate. The office manager reacted as though I was exaggerating and took the side of the installer. She did reschedule an appointment where two other installers came out and corrected the problem. This was a very stressful situation. Will never use Ace Handyman Service again." In summary, our entire team at Ace Handyman Services sincerely apologizes for the negative experience our customer had with our company. We can see how this situation became stressful and frustrating for the customer. We take pride in providing quality workmanship and service to our customers. And in this instance, we clearly did not meet the customer's expectations. We hope that by returning the next morning and fixing the door installation issues, we have 100% resolved the issue to the customer's satisfaction." Sincerely, ***** ******* Franchise Owner & President Ace Handyman Services BIRMINGHAM NE #498 Office: ************ CELL: ************ *********************** Consumer Response /* (2000, 8, 2022/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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