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  Ace Screen Repair & More, LLC

  3090 Sivan Rd Ste A Fort Myers, FL 33916

• 

  Ace Screen Repair & More, LLC

  2175 43rd St SW Apt 58 Naples, FL 34116-6435

• 

  Ace Screen Repair & More, LLC

  525 Jung Blvd W Naples, FL 34120-2370

• 

  Ace Screen Repair & More, LLC

  7979 21st Place Labelle, FL 33935

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:02/18/2025

  Type:Sales and Advertising 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.

  We had our screen cage installed several months ago after Hurricane *** destroyed it. We made sure to purchase a new cage and screen that would withstand hurricane force winds given we live in a prime spot for hurricanes. We had numerous issues initially with the installation and repairs to include water pooling in the gutters, dangerous screws and sharp edges in numerous locations to include heavy walking areas, and just poor-quality work. ACE did send out a couple people on a couple different occasions to eventually fix some of the spots, but my son-in law was the one to ultimately fix the gutters because ACE for whatever reason couldn't figure out how to get gutters to drain the water instead of holding it in. Then within a few months of the screen being repaired, the screens began coming loose and apart. In the upper panels a very minor rain storm caused a few of the screens to tear. It wasn't even a big storm, so I am very concerned what will happen if another actual hurricane comes through. Anyways, we called about having the screens repaired. The woman I had been speaking with said she would send someone to make the repairs. When the tech came out, they stated they would have to charge us for the repairs; repairs to a screen and/or cage that we had been basically been continuing to call to get fixed right the first time since they first put the cage and screen up. I am not understanding why we have to pay to get these repairs made when they should have been installed in a way that this never happened, and especially this soon after getting them. What's going to happen next hurricane season? We will be left with nothing if this isn't repaired correctly. And after paying over $15,000 for a pool cage, we want it done correctly.

  Business Response

  Date: 02/18/2025

  We completed Ms. ********* enclosure back on May 1, 2024. 

  5/15/24 She didn't like that the screws were screwed in too tight causing a dimple look in the metal. The corner of the gutter had a drip. When installing one panel, their knife caused a small cut so we replaced that panel.

  5/24/24 She wanted some of the s**** ground down along the deck, she wanted a piece of 1x2 shortened and the corner gutter was still leaking.

  6/19/24 She complained that the gutter was still leaking and she asked that we adjust a piece of soffit under the enclosure. 

  7/16/24 Gutter was still leaking in corner.

  8/14/24 Propped up the enclosure and noticed a section of gutter had been cut back where water was getting in.

  9/14/24 Replaced that section of gutter. No call from owner since this date with any other issues. 

  Per their contract, which I have attached, their warranty is for one year, which we have stood behind. Unfortunately, once a natural disaster hits our area, warranties are void. If there was still an issue with their gutter, we of course would have honored that as long as it was not damaged cause by the storm. Screen ripping or popping out due to hurricane force winds, does however fall under a natural disaster and is not covered. One panel has a clear rip which means something probably hit it. If I were to fix everyone's hurricane repairs under warranty, I wouldn't be able to stay in business. Below are the dates and the link to the ********** site showing they were in the track of hurricane force winds during two different storms that hit their area after our last service. 

  ***************************************

  Hurricane ******
  Made landfall near ***** on September 26, 2024 as a Category 4 hurricane with sustained winds of 140 mph
  Hurricane ******

  *******************************************************************************************************************************************

  
  Made landfall near ********** on October 9, 2024 as a Category 3 hurricane with sustained winds of 120 mph

  ************************************************************************************************************************************************************

   

   

   

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22953346
  
  I am rejecting this response because:

   

  In regards to ACE response, I would like to respond and to correct a few items.
  
  Yes, the enclosure was completed in May of 2024, and almost immediately we began making phone calls to have the problems corrected.
  
  First and foremost, ACE statement where they cited the date 5/15/24 is incorrect. We did NOT complain about the screws not being screwed in tight enough or causing a dimple appearance, we complained about there being sharp edges in a heavy traffic area that could lead cuts and injuries. ACE responded with the following: She didn't like that the screws were screwed in too tight causing a dimple look in the metal. But if you read my email string that I have attached, you will see the true request here was due to a safety issue and sharp edges, not because of appearance or a dimple look.
  
  In regards to the responses of the screws and gutters leaking, ACE cited on 5/24/24 that we asked ACE to ground down the screws, but we did so because they were still sticking up to a point that it was a tripping hazard, was sharp, and could cause cuts and injuries. As far as the gutters, we asked ACE to repair the gutters because they were not only leaking a significant amount if water onto the pool deck (even during times when it was not raining)but the gutters were holding a significant amount of water inside of them leading to bugs and mildew buildup.  So yes, we asked ACE to make the repairs. As you can see by my emails and ACE response to the BBB, it took several calls/emails from us and visits from *** to attempt and fix the leaks and sitting water issue. Even after them coming out on numerous occasions, ACE was never able to fix the leaks or sitting water; we ended up having my son in law correct the issue; ACE never was able to figure out how to stop the leaks or sitting water.
  
  As far as ACE response cited on 9/14/24, just because they stated they replaced the section of the gutter, doesnt mean they fixed it correctly.Also, ACE response of there being no calls from the owner with other issues is a flat out lie. Again, please refer to my email correspondence that shows not only did we reach out to ACE when our screens were damaged (after the date they claimed we never reached out to them), but they also agreed to repair the screens in the email. You will see numerous emails sent to the owner herself between September and November. On 10/17/24 I requested to the owner that they come out and make the screen repairs and she responded asking if it was just screens or panels. I responded just the screens. She agreed on 10/18/24 to send someone out to the house to make repairs. I continued to reply and ask for the repairs until 11/21/24 where she finally told me she had us on the schedule for the repairs.There was no mention of warranty, contract, charges, or anything of that nature; just a promise from the owner to make it right.
  
  Lastly, shame on ACE for trying to state that the storms that came to our area were as bad as they are saying, at least in Cape Coral they were not. We live in ********** (**********), not on the panhandle (*****)and not in ********** (********) which is where the websites and articles that *** provided reference. The maximum sustained winds in our area at that time in ********** Florida were not hurricane force winds, they didnt exceed 35 mph in ***** in our area and about 55 mph for ******.  The article and websites that ACE provided clearly show that the area of landfall was not in our area, or **********. In fact, we were outside of the cone for both storms once it hit. The winds were never hurricane force in our area by our home when the storm made landfall,period. Furthermore, *** sold us back in May of 2024 by telling us that the screen cage would be designed to protect against a hurricane force of up to a category 4. And we get it, if a category 4 or 5 hit our area, that would for sure be a storm that could cause damage and we wouldnt have much to say and we couldnt expect them to honor a warranty. But when winds of ***** mph cause the damage that happened to the screens in less than one year of installation, its not due to wind, its due to poor installation of the screens. So, for ACE to respond with If I were to fix everyone's hurricane repairs under warranty, I wouldn't be able to stay in business is just incorrect because again, we didnt have hurricane hit here after they installed the cage and screens. I have pasted below news articles from our area, not ***** or Siesta Key, and also the ************************* which shows the extent of the winds and damage in ********** and where actual landfall hit.
  
  Bottom line, we spent over $15,000 for a pool cage and just want it to be safe, without leaks or sitting water, and expect the screens to survive winds less than 60 mph. Its not too much to ask. We have been going back and forth since the installation in May of 2024 and just want to be happy with the job and over $15,000 we spent.
  
  
  ******************************************************************************************************************************************************************************
  
  
  ******************************************
  
  
  
  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/19/2025

  Below is the link from our news station that was a video in *********** 

  
  ********************************************************************************************************************************

  
  Per the engineered plans, the metal of the enclosure is what is engineered to those wind speeds, it specifically says, not the screen. The screen can actually cause a heavy wind load if not pulled in areas to allow the wind to go through the enclosure. We have replaced several enclosures in the ********** area and screen all the way down to ****** for the winds that **** took on from these two storms. In the email, it even states that there was screen lost from the recent storm. We have addressed all repairs prior to the storm. There are no calls coming in saying otherwise. Customer is upset because we will not replace their screens at no charge. This should not be held against our company. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22953346
  
  I am rejecting this response because:
  

  This has nothing to do with us being upset that ACE won't replace the screens at no charge. The cost isn't even that significant, it is the principle of everything. We went through h*** and had to call and email and waste our time over and over again to request corrections that should have been completed and checked out before claiming the job was complete. It took months for most of the corrections to be made, and even after their last visit, we had ongoing issues. In the email correspondence I attached to this claim you will even see the representative of *** (***** *********) stated on August 6, 2024 "Sometimes we get installers that don't do what we expect and they'll either learn or they are replaced. Regardless, we make sure the work is corrected and to our standards".  And yes, we did mention in there that some of the damage was caused by the storm, but it was due to the initial poor installation and engineering. In addition, while there was a storm, it was not bad near us and there were not hurricane force winds in our direct area; they didn't exceed 60 mph. Should we expect every time it rains with winds to have to replace our screens? The last pool cage and screens we had lasted through all of the hurricanes in this area over the past 20 years except Hurricane *** where there were category 5 winds that hit us directly. We never had to replace even one screen prior to *** despite the numerous storms that have passed our area. And we made it a point to purchase higher grade this time with ACE after seeing what Hurricane *** did. So why did the old pool cage survive several hurricanes over the last over 20 years, but the one ACE installed started to fall apart after a few months and only 60 mph winds, and not long after their last tech was out making repairs? And when the screen damage occurred so soon after the other issues, yes, we contacted them again and asked them to come take a look where I was told by he same ACE representative who assured me in August she'd correct things, also assured me she'd come out and fix the screens. It was on October 18, 2024 where she emailed us "Not a problem. I will get you on the list to get someone by there" to my request to repair the screens. So this is absolutely NOT about us being upset about not getting our screens replaced at no charge. It's about us wanting for the first time after paying over $15,000 for a cage that is safe and that we are happy with. You'd think after all the issues we have had with ACE they'd honor their promises made in August and October and just make things right.
  

   

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/08/2024

  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.

  Roof cage leaks in several areas. They say they have finished the job on the afternoon of 11-4-24. But the roof and gutters leak in several areas. I had the company come out 4 times to fix the issue before the entire project was even complete. I believe the main issue is the company does not have the skilled labor and knowledge to repair the problems. Spoke with both the owners on the phone and they are out of control screaming and yelling that the city approved the permit so I have to pay in full. From the moment they started we had issues.1) They did not call 811 before digging and hit a gas line. No supervisor on the job and I had to stop them working.2) *********** does not provide a toilet to the guys working all day. They kept urinating in by back yard. Once discovered by my wife I offered by bathroom but they kept using my backyard as their bathroom. 3) They built a footer for the cage and did not stake the project correctly and on a straight wall they were 8 inches off from one end to another. I had to hire a concrete professional to fix the mistake and the company did agree they do not have skilled concrete labor so they agreed to pay a third party to fix the error. 4) During the process they made several attempts to fix the issue and the owner sent guys out 4 different times to do the job correctly. Every time they came out they found several manufacture defects and said the last guys did it wrong but they will do it right.On 4-7-24 spoke to the owner and he was out of control screaming and demanding payment. He would not calm down and he was out of control. I believe he is very frustrated with his unskilled workers and took out his frustration on me. All I want is what I payed for a flat roof with a gutter that does not leak. The owners unprofessional behavior and his statement that roof and gutters leak and he does not know what is my problem calling me names like "bipolor".I have never heard anyone say "gutters and flat roofs" leak.

  Business Response

  Date: 11/11/2024

  We finished the install of this enclosure on 8/2/2024.

  August 13th we sent someone out due to the customer calling stating there was a leak and one of his door handles broke. 

  August 28th we went out there and moved the downspout that he he requested we install there and asked us to paint where white stripping was showing through, since he went with a bronze enclosure. We did this at no charge. He mentioned that the gutter in that area was still leaking. 

  November 4th we sent another crew there that we use stickily for our elites. When they showed up, he was rude to them and demanded a supervisor be onsite with them. The gentleman I sent it a head lead for our company. He figured out what was going on and spent that afternoon and the next day propping up the enclosure to get the water moving away from that corner. 

  The next morning, I received an email from Mr. **** because he received an email from our accounting software reminding him that a payment was due, $20,100.00. He followed with a phone call and was upset that we were asking for money when he job was not completed. I explained that I actually had not called and harassed him at all since I knew there was a service on his job. I explained that $20,100.00 was a bit excessive to hold but I wasn't going to ask for anything till I knew the leak was taken care of. He mentioned waiting a couple of weeks and I explained we had rain coming over the next couple of days. Due to his approach, I expected to be paid, if there wasn't a leak. He told me to have ****** call him. ****** is not the one that he had been speaking with, so I had a call into the project manager that he actually spoke to. He went around me and got his cell phone and thought it would be a good idea to talk poorly of me, even though I had addressed every call he has made. Regardless of his rude calls into our office, not just with me but with my staff as well, I still worked to make sure the customer was happy in the end. Yes, we were having some issues with our concrete company and were looking for a replacement. He knew a guy so he had him come to finish the job. It's construction and that happens. We are more than capable of our line of work. Our reviews and the growth of our business speaks for it's self. We work with a lot of high-end contractors. One installer didn't do what we expected on this job and we have been working to make sure it was corrected. 

  He is now offering to pay me all but $5,000.00 and wants to hire someone else to come and caulk his leak. Again, I feel that $5,000 is a bit much. I still responded with an email, today, offering to send someone so he would not lose his warranty letting someone else work on his lanai. 

  Attached is the email thread. 

   

  Sincerely,

  ********* *********

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22530625
  
  I am rejecting this response because:

  The facts in the companies letter are not accurate. Below is the letter I sent the company and then they agreed to me hiring a 3rd party company to resolve the issues.

  Dear *****,
  I am writing to formally address unresolved issues regarding the roof and gutter installation completed by your company. On November 4, 2024, your company asserted that the job was complete. However, I was not informed directly of the jobs completion and only noted that workers were present on-site on November 1 and November 4. When we spoke earlier this week, I expressed my intention to wait for rain this week to confirm whether the flat roof and gutters were properly installed, as this has been a recurring issue with previous attempts.
  Unfortunately, after a light rainfall last week, the same leakage issues recurred at the exact locations I have repeatedly highlighted. This suggests that the installation has not been completed to the agreed-upon specifications, despite several attempts by your team.
  After consulting with legal counsel, I have been advised to remit the majority of the remaining balance and withhold $5,000. This amount is intended to cover any additional costs required for a third-party contractor to address the unresolved defects. I am sending a check for this partial payment via **** today.
  I am currently seeking bids from alternative contractors to address the outstanding issues. If I find a contractor who can resolve these defects for a minimal fee, I will gladly pay the remaining balance in full. Otherwise, we may need to reassess the situation at a later date.
  Additionally, please consider this a formal notice that your team should refrain from entering my property. Due to a previous incident involving ******** inappropriate and uncontrolled behavior during a phone call, where he was screaming at the top of his lungs, I am no longer comfortable allowing your team on-site. Furthermore, I request that all future communication from ****** be conducted via email only.
  Please also forward your legal counsel's contact information. This will ensure any necessary documentation can be exchanged directly with your attorney, should it become necessary.
  I hope we can find a resolution to this matter that respects the terms of our agreement and maintains a professional approach moving forward.
  Sincerely,
  
  ***** ****

  Business Response

  Date: 11/18/2024

  This email was agreed upon after my last response on here. 

• Initial Complaint

  Date:11/07/2022

  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.

  Aug. 24th/2021 I received an est. for a lanai on Sept. 14th/2021 i paid $1600 down. then on Jan. 10th/2022 I was told that we needed to pay additional $1700 for them to pour additional concrete because they didn't check the concrete pad I already had down good enough not realizing I needed a footer so I paid $1700 for that. finally got my lanai installed paid the additional amount of $3058. i have a pan roof and it leaked from day one i called to tell them they would tell me they would send someone out well i waited over a week no one showed up called again something no show called again finally someone shows there 15 minutes say it fixed well still leaked called again same thing was promised someone would come out no show and no call this has been repeated for the past 11 months no one will show up when they say they will i have to call over and over again. i have spoken to ***** my husband has spoken to ****** several times this last time about in Aug. ****** was supposed to come out never did and never called now they will not answer our phone calls will not call back when we leave messages. i even texted still nothing I paid a total of $6358 they they will not fix their problems. i want them held accountable.

  Business Response

  Date: 11/08/2022

  Back in January of 2022 we were contacted by ****** and asked if we would pull a permit for him to install an elite room for the ******. At the time we were in the beginning stages of having ****** come to work for us. Few months later I was contacted the roof was leaking. We sent someone there to see what was causing it. The ****** had repairs to the roof and we could see that the elite panels had been walked on. We sealed the roof to try to stop the leak. They called and said there was still a small leak taking place. The company hired was *************** Screening but since we pulled the permit for them, we took on the responsibility to figure out how to stop this from happening. We worked it into our busy schedule to get someone over there. After the third attempt on September 30th, we were told the leak had stopped. Then Hurricane *** hit. Of course all warranties are void especially since they reside in ********** where the storm took a heavy hit. They called our office to come out and do some repairs. We explained that it is going to be a few months before we would take on any work involving elite panels or small repairs. Right now our main focus is to get cages cleared from properties and to work on larger repairs (i,e, replacements) and as those are cleared up we will start back on repairs. This is also the same for customers calling with one or two screen panels out. We are not refusing to do the work, but those customers are going to have to wait. We have a list going so we can touch base with each customer as soon as we are back doing service. I apologize if the ****** took this personal, but by all means that is not the case. We only have so many teams working for us so we have to prioritize the scope of work and helps those with the larger amount of losses first. 

  Sincerely,

  *************************************

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18366244
  
  I am rejecting this response because: they are using that as an excuse I have tried to get them to resolve this issue way before the hurricane. What's the reason they have for not fixing ******* back in Feb. March April May June July I can keep going my problem has been way before the hurricane now they just want to use this as an excuse I think prior customers should also be a priority. they received our money then just forgotten about us they have been unprofessional. if they would have just fixed their mistake we wouldn't be here now. thye had all this time before hurricane *******
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/09/2022

  The proposal was signed on January. We did not begin the work for some time do to permitting and engineering. We had made multiple trips there and spoke with the owner on numerous occasions. The leak had stopped on our last visit and a Hurricane hit. We were not the ones contracted to do the work, but did what we needed to, to try to help this customer. The complaint should be filed with the hired company, not Ace. We have not refused to help with the new issues since the storm but simply said it would be a few months before we could make a site visit. This would be a new contract with Ace for any repairs needed. If they can find someone to do it sooner, then they could let us know and we would take them off the list. 

  This complaint needs to be removed from our file. *** was simply hired to pull the permit, which the owners were aware of.

   

  Sincerely,

  *************************************

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18366244
    
  I am rejecting this response because: Ace Screen took over ************** screening the company that was hired in the middle of our contract ace screen took over the business so therefore takes on the clients to once you take responsibility of a company everything comes with it so now its your responsibility to fix things yes you have made several trips out after I have called so many times and you knows this. I have repeatedly called to get someone out you also know that when you say someone was going to come out they dont show and theres no calls to reschedule or say we couldn't make it out can we reschelude. i would have to call again. I understand how you think you have been professionals about this situation all i want is my lanai not to leak and it has been leaking before the hurricane and my screen door fixed if you would have acted more professional i wouldnt have had to report it I'm done with using the hurricane as an excuse i have been complaining about this way before and I'm suppose to have a year warranty on this so if something is messed up it gets fixed. yes my problem is small compared to others but I'm still a client i stilled paid for a job to be done. and i was told 6 months to a year not a few months ******** your secretary told me that on Monday Nov. 7th 2022. yes this complaint needs to stay on your file. 
  
  Sincerely,
  
  *********************