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:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Services were provided on 8/14/2024; 9/4/24; 9/7/24; 9/13/24 and follow *** to fix 2 doors that weren't closing on 10/31/24 and 12/5/24. The job was to replace 2 doors and some other minor repairs that were identified on the inspection report when I purchased my house. The job was poorly run and there were issues with scheduling and not providing a proper estimate, but this complaint is not for that. I have requested the invoices for the items purchased for the job but they have not provided them. As the homeowner, I am responsible for knowing the modifications and repairs that have been made to my house. They installed 2 fire-rated, even though I only requested one, but the door between the garage and house interior MUST meet the fire codes. After much effort on my part to find the information, Ace finally did tell me that the doors are rated for 20 minutes, but I still need the documentation for proof should there be a question raised at a later date. I have spoken to people I know, as well as a few contractors. The general consensus is that it is standard practice to provide the underlying invoices for materials used on a job as the homeowner needs the information. The contractors I spoke with charge their customers the actual amount paid for material, even passing on any discounts they received as they said the customer was paying for their shopping and traveling time. Ace Handyman charges an 80% up charge as well as charging for their time to shop, pick up and deliver materials. If this is not the accepted practice, Ace Handyman should be told to stop and, if possible, I would like the refund for the up charge. In summary, my complaint is that I want the invoices for the material used in my job and if their up charge is not an acceptable practice, I would like it refunded to me. Thank you for your time.

  

  Business Response

  Date: 02/10/2025

  Tell us why here...:  To best answer the specific concerns that I see in Ms. ******* dissertation: The job we were hired to do was to replace 2 exterior doors and some additional repairs deemed as minor in her letter.  Customer stated that we installed 2 fire rated doors even though she only requested one.  Building code states that exterior doors be fire rated so 2 fire rated doors were installed.  As for the issue of one door or two doors, the estimate she signed on 8/14/24 included two fire rated doors to be installed, she signed this estimate so that is what she received.  
  Fire rating of doors: All doors sold in the state of California meet the minimum fire rating for the state (20 minutes). She was made aware of the manufacturer of the doors installed as she stated this in an email to our office plus, she stated that she spoke to the department manager for doors at ********** who would have this fire rating information readily available as the supplier of said doors. In addition, the manufacturer's website clearly states how to determine what the fire rating of the door is plus I shared with Ms. ****** verbally what her fire rating is for each door and how to access the information.
  Ms. ****** complained to me personally during our meeting of 9/7/24, about the increase in price of the initial estimate and specifically our upcharge of materials for her job and that she was not aware of this practice (also spelled out in the estimate she signed).   At a prior meeting, she shared that she had some dry rot stated on her home inspection that had not been addressed in the original estimate and could she get an estimate for that work as well.  At the time of her voicing her price concerns, I had shared the estimate for the dry rot repair of a fascia board in the back of her house ($915/labor plus materials).  In working to satisfy Ms. ******* I offered to lower my material upcharge from 1.8 to 1.5 (a $250 reduction) plus wed repair her dry rotted fascia issue at no charge (roughly $1115) plus I cut 2 hours of labor from her initial job (an additional $240) for a price reduction of $1605.  She was agreeable to this and stated that she was satisfied. We also returned under our warranty when Ms. ****** notified me that her doors were not closing properly (this turned out to be a manufacturing issue requiring several hours to repair for proper functioning of fire door spring hinges at NO COST to Ms. ******* roughly a $1200 value absorbed by Ace Handyman Services).  Once the doors were functioning properly, I asked if she was satisfied and if we met her expectations in spite of the hurdles encountered during her job(s), she clearly stated that she was satisfied and thanked me.  
  
  Later Ms. ****** requested our receipts for the items used for her job.  We had provided her with an invoice for her work in full, breaking out labor and materials.  She wanted the receipts we paid for the materials for her job (this is not our practice nor any contractor who we work with nor any of the 300+ Ace Handyman Services franchises we are affiliated with), she was informed that the materials she was charged for were captured in her invoice.
  When I left the job with her letting me know that she was satisfied, I believed we were in good standing.  We strive for complete customer satisfaction in every job we perform yet we have learned that not every customer can be satisfied despite near perfection.  While my team encountered a number of issues related to Ms. ******* job, I believed we left the job in good standing and performance, offering just over $2800 in materials and services at no additional cost to Ms. ****** as we acted in good faith to make it right and meet this customer's satisfaction.  
  Sincerely,
  **** ******
  Owner/General Manager
  Ace Handyman Services Roseville Rocklin
  
  
  

  Customer Answer

  Date: 02/18/2025

  Please see attache pdf file.

  

  Business Response

  Date: 03/11/2025

  In response to Ms. ******* two-fold complaint: The hinge label on her door, which she shared, clearly states that the door is manufactured by ********, a reputable brand carried by ********** in her area.  In the 2 minutes it took to look up the part number as shown on her label, p/n ********, the ********** website for ************** location (where doors were purchased) pops up and clearly states in the Product Details section that the door is a 20-minute fire rating (see attached); the Masonite website states the same.  There is no expiration on a fire rating for a door to my knowledge.  I believe I had previously shared this with Ms. ****** when she expressed concern.  As for the door label, I cant say if it was attached to her doors or not (labels do fall off in shipping or handling on occasion).  What I can offer is to add verbiage to her final invoice to the effect of the fire rating of 20 minutes as outlined by the ********************* for the 2 doors installed(attached).  There is a right-hand door into her laundry room from the garage and a left-hand door leading to the outside from her garage.  They each have similar part numbers, and each carries the same 20-minute fire rating.
  When Ms. ****** expressed her dissatisfaction with being charged the 80% percent markup, I met with her on her own front porch and heard her concerns.  We still had not yet completed the repair of her fascia dry rot of the back left corner of her house.  I offered that we would complete this repair, including materials, at no charge ($635 plus materials, roughly $75 cost) which would offset any markup of materials at any percentage (a markup total of nearly $600).  She was agreeable to this, so we proceeded.  At this point, I believed that the markup issue had been resolved.  
     For the removal of dry rotted trim around the exterior door, the removal of the old door with a pet door cut into it (thereby making it non fire rated) and the installation of 2 fire rated (at 20 minutes) exterior doors plus the removal and replacement of the dry rotted damaged fascia board. Ms ****** paid a total of $3000.00 for labor and materials (the same amount she is requesting a refund of).  It is my hope that this matter is settled with the inclusion of the fire rating to her invoice.  I believe I have addressed the concern of fire rating of the doors installed plus the concern of the 80% upcharge covered by the free labor and materials for the dry rot (as we agreed verbally in person prior to the dry rot fascia repair).
  

  Customer Answer

  Date: 03/14/2025

  I reject the March 11th response by Ace Handyman Services as it is incorrect for the following reasons:
  
  The search result that Mr. ****** attached to his response is NOT the result returned when going to the ********** site and looking up part number ******** as he claims it does.   I have attached the result from such a search which include 24 results none of which are a door. File name: HomeDepotSearch
  
  As I stated in my previous response, I did conduct searches on the part numbers indicated on the door labels and could not identify a specific door model sold by *********** Lowes or Masonite from the results.  I also met with ********** sales staff trying to identify my doors based on any of the numbers from the labels on my doors.  ************** staff could not confirm that my doors came from ***********  
  
  Mr. ******* response didnt provide the specifications for my doors, he provided detailed information for A DOOR, but NOT MY DOORS as the part number on my door label, that he said he used, does not result in the search result information he provided. 
  
  The ******** part number is the manufacturers number, not **********s number.  ********** is the retailer.  When ********** entered the door into their inventory, they assigned their own inventory information to the door which included a part number and model number.   The ********** invoice indicates their inventory related numbers for the door.  That is why I need the invoice to ascertain the exact model doors that I have. I find it unbelievable that Mr. ****** is trying to pass off a search for a different product as the specifications and proof of the fire rating for my doors. 
  
  The actual search criteria for the search that Mr. ****** attached is: *********
  
  Once ********* is typed into the search box at ************** the result is the specific door shown in Mr. ******* search displayed with the full search detail of:  Internet #*********  Model # *****  UPC Code # ************  Store SKU #******  Store SO SKU # ******  Those numbers are how ********** identifies the door as one of their products. None of those numbers are on my doors. As such, it is a mystery why Mr. ****** believes his search is relevant here, other than to confirm the information that I seek could be obtained for MY DOORS  if only I had a copy of the invoice.
  
  Pages 1 and 4 of his search have the full search detail displayed. In addition, the first 4 digits of the model number can be seen on the right-hand side of every page of his search.  The full model number is truncated due to the search line extending beyond the margins.
  
   It is unknown if the search results that he has provided are for my doors as the internet number ********* or Model number ***** cannot be found on my doors.  The invoice is needed to determine the ********** information and model number for my doors.
  Mr. ****** modified the Ace Handyman Services invoice #******** to indicate that my doors are Masonite Brand exterior doors p/n ********* as determined and stated by manufacturer to be 20-minute fire rating.
  
  I do not accept the modified invoice as the part number ******** CANNOT be verified on the manufacturers site as a door with a 20-minute fire rating.  I have attached the search results from the Masonite website after typing in ********.  File name: MasoniteWebsiteSearch  Results are SORRY, WE COULDNT FIND WHAT YOURE LOOKING FOR.  Mr. ****** stated that the Masonite website had the same information as **********s.  He is wrong on both accounts neither site provides results for my doors when searching on ********.
  
  Mr. ****** stated in his response that he couldnt say if the fire rated label was attached to my doors as labels occasionally fall off in shipping or handling. The *** 716.2.9.1 Fire door labeling requirements for the fire label are very specific.  For reference, the full labeling requirements were included in my previous response.  The requirements state the fire label must be permanently affixed.  The label is to be applied at the factory or location where fabrication and assembly are performed.  The regulation compliant fire labels shown on the attached file, FireDoorLabels, are metal and were nailed to the door.  So, no Mr. ******* one would not expect proper fire door labels to occasionally fall off in shipping or handling. 
  
  My doors do not have a regulation compliant fire label.  If they did, I would not have a reason to be so concerned.  But they dont.  I have attached the pictures included in my previous response that show the difference between the labels on my doors and a proper label.  File name: FireDoorLabels
  
  May I point out that all of this would be cleared up if Mr. ****** would provide a copy of the actual invoice for my doors.  He stated in his initial response that he wouldnt because it was not their practice and none of the 300+ Ace Handyman Services franchises did. 
  
   As the Owner and General Manager of Ace Handyman Services Roseville Rocklin, Mr. ****** has it within his power to make an exception.  With the noncompliant fire labels that are on my door, the only way he can provide me objective proof of the door specifications and fire rating for my doors is to provide me a copy of the actual invoice.  As such, I believe an exception to his policy is warranted.  With a copy of the actual invoice, I can go to the retailers website and look up the part/model numbers of MY DOORS and ascertain the specifications and fire rating. 
  
  I cannot accept hearsay as to the retailer, invoice number, invoice date, part or model number for the door as Mr. ****** has willing supplied misleading information. 
  
  I would like to state that from the get-go, my complaint filed with the Better Business Bureau were that I needed copies of the door invoices in order to ascertain the door specifications and fire rating for the doors installed in my house and I questioned whether the 80% upcharge was appropriate.  In my previous response, I stated that I would let the question on adding a 80% markup to the cost of materials remain unanswered as Mr. ****** did not address it in his 2/11/25 response. 
  
  As Ace Handyman Services would not provide me copies of the invoices, I spent a lot of time trying to get the information on my own from the labels on the doors through internet searches, trips to Lowes and ********** as well as phone calls to the manufacturer, but in every case, I was told that I did not have sufficient information to identify my doors.  It should not be this hard to objectively confirm information that I am legally responsible for as the homeowner. 
  
  As a homeowner, I am required to have the door between the garage and my residence be a fire-rated door with a minimum rating of 20 minutes.  As the fire label on my doors does not comply with the *** 716.2.9.1 Fire door labeling requirements, I cannot rely on the labels. I need verifiable, objective proof that the doors are fire-rated doors and meet the fire-rating minimum requirement.  The only way to get this information is from a copy of the retailers invoice.  With that I will be able to get the door specifications and fire rating for the doors that were installed in my house. 

  
  

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair 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.

  I have a rental property and my tenants notified me of a tiny drip coming from the faucet and shower head in the bathroom. I called Ace Handyman Services to see if this is something they could fix. They quoted me $350 + the price for the part which the guy on the phone (****) stated it would be between $25-$100. The guy who came to fix the leak was super unprofessional, according to my tenant. He did not have the part so he had to order it. I contacted the company to get a price on the part and the lady I spoke with said she would send over an invoice with that information. Never sent anything. They received the part and replaced it without my consent. When I spoke to the lady on the phone I wanted to know the cost first. They showed up to complete the work all while I had no idea of cost. When the guy was done with the work, the faucet still had a drip and the handle was completely broken. My tenants said they also lost access to hot water. **** informed me that they will be sending a plumber out to fix the broken handle that their guy broke, and to fix the drip. The plumber again had to order another piece but in his visit, broke the handle further and had to makeshift a handle while they waited for the part. The plumber returned and according to my tenants, has resolved the issues. I now just received an invoice, dated 8/21/2024, with a forged signature on it for a cost of $526. I never signed this invoice and my tenants did not either. They literally forged my signature to pay for the original part ordered that didn't even fix the leak. I am not sure what to do about this or how to resolve this because I have never had a company forge my signature.

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Ace Handyman Services gave me an estimate of$714 for 2 guys for 4 fours to install 3 shelves in a hall closet and rehang the front door and side to garage. Plus they were to install weatherstripping under both doors. What little they did was botched the shelving is misaligned. The front door was not rehung properly. The garage side door was not touched. Neither door has any weatherstripping. I was just left in the lurch. The local bus nor corporate would help or return my calls. 3 big guys came banging on my door to retrieve their tools, which I gave them. My pest guy was here at the same time or I felt unsafe. They apparently called police about tools and payment. Who checked to see if I was ok after they left. The guy that tried to collect the$1300 would not accept my payment for the estimate. Even though the job was not ever finished.

  

  Business Response

  Date: 07/09/2024

  This story is not a full picture of what happened.  Let me first off say that this customer has not been charged a dime for any work.  Unfortunately, our corporate company switched to a new software and for some reason it did not properly schedule her job.  (We are a locally owned franchise and small business) When we were aware of it, our owner called and apologized and offered a discount to be applied to her work. We quickly shuffled around stuff and scheduled her for the next day. It is our operating standard to let customers know that on jobs like hers that we charge time and materials.  We estimated the time, and any additional materials would be in addition to the estimate.  It was not a quote but an estimate. She was given an estimate and told on the phone several times that we are a time and material company. Also, if the job takes less time than we anticipated, we will never charge more but the actual amount of time it took. We have recordings of all these conversations.  When my craftsmen arrived, they went through the estimate again with her and again explained that materials would be extra.  She signed the contract acknowledging she agreed before we began any work.  Two craftsmen were onsite at the customer's house. One craftsman began the work and the other craftsman left to pick up additional materials needed.  The craftsman working, nearing completion of the work, went out to his truck to get some more needed materials to complete the work less the materials being sourced at a nearby hardware store.  That craftsman shared with the customer what the amount of her total would be with the materials, and she locked him out of the house.  He knocked on door obviously thinking this was a mistake.  She told him to get out of there and started calling him all kinds of names.  The second craftsmen arrived back at the house and too was confused.  We have never been treated like this.  He knocked on the door asking for her to let them have their tools (these are a handyman's livelihood and we had other jobs that day).  After they couldn't get anywhere, they went back to their trucks to call our owner.  Our owner then went over to see how he could assist. When three different attempts to get our tools failed, our owner then called the police to assist.  The pest control guy showed up and he asked what was going on.  When he went to the door, she opened the door and our owner asked again if he could retrieve the tools.  She allowed him in front of the Pest Control guy to retrieve the tools.  ********** arrived after this and, when updated, made a wellness check on the customer. Again, she has been charged nothing.  In addition, she has a letter we sent to her via certified mail that she signed for that states the very thing.  We wish her all the best.

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Ace Handyman of ****************** came out to install a fan over my Stove while doing so they crawled through The crawlspace/ceiling sheet rock to do the electrical he tripped and fell almost fell through the ceiling put a large crack continue to walk on the sheet rock down to the kitchen, cracked it all the way down damage to my ceiling sheet rock.Furthermore, I was in my bedroom where the crawlspace entrance is I was right there when he fell and tripped. It was horrendously loud and sounded like something broke the ductwork and crashed the sheet rock causing it to split all the way down the hallway. Furthermore, *** had many repairs done in my kitchen before this, and I have contractors to sign off on. They are not being any cracks Before they install this, they are at fault they recognized it said they would fix it. Then they changed their mind and now theyre saying something different. They have no integrity. I would never use this company again.

  

  Business Response

  Date: 05/29/2024

  Unfortunately, this is not an accurate representation of events.  We were hired after another tradesman did ****** work and was not able to complete the job.  We completed the job ************** asked us to do, and she was very happy with the work at the time of completion. Several days later we were called by the customer about a structural problem in her ceiling after our craftsman had been in her attic. The complaint was not a result of our craftsmans work. We went back over to look at the problems she was describing and potentially fix anything that was our fault. In looking at the work, it was beyond anything we had worked on.  We also consulted experts to look at the problem and they concluded that it was a structural problem with the home.  We have tried to resolve this with the customer but after her continuous behavior towards our craftsmen and office team, we are only communicating via letters.  We have consulted our lawyer concerning everything. We hope she can get this resolved but cursing and threatening our team on the phone, via emails and reviews all over the internet is ridiculous. We feel we have spent significant time with the customer and extra money trying to figure out her problem.  Over the course of trying to resolve the problem, we would schedule appointments and she kept canceling them at the last minute. We, in fact, have lost money on the extra time spent. We hope she will consult a structural engineer to determine and resolve her underlying problem.