Complaints

This profile includes complaints for Ace Hardware Home Services - Hickory & Denver, NC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ace Hardware Home Services - Hickory & Denver, NC

  1204 1st St W Conover, NC 28613-9621

  
• 

  Ace Hardware Home Services - Hickory & Denver, NC

  4738 N NC 16 Business Hwy Denver, NC 28037-7915

  

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:06/12/2025

  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.

  The company will not return calls and does not follow through with fixing issues. We had a new unit and duct installed a year ago, 2024. Started having trouble with airflow and dust. The airflow issue was due to the duct not being installed correctly and some other things on the unit put on backwards. Was told they needed to send someone out to do testing. Was also told this happened to a new build they did. Over the last several months they have done test and was told they needed to come up with a plan to fix the issue. At this point the dust is getting so bad it is forming on the walls, ceilings (not easy to clean due to we have popcorn ceilings) and can be seen floating through the air. Months of trying to get the issue fixed and them not calling back. We get a call at the beginning of this year, 2025 (from the front office) for our maintenance to be done. We are told to hold off on the maintenance until we get the issue fixed because the maintenance will be pointless to get done before it is fixed. Two more months go by and seeing I wasnt getting a call or message back again to fix the issue I went ahead and scheduled maintenance (this was March). I have attempted multiple times to get a call or message back, we are now mid June, because no call back, and not fixing the issue and they have taken so long we are now out of warranty.I have called, left messages, and text with no response back. Throughout this we have been told several times that they see the issue and need to figure out fixing it, but then will not get a call or return call. All I am wanting is whatever is causing the overwhelming amount of dust issue to be fixed. I have included a few pictures. I can send more if needed. This after a huge spring cleaning and me cleaning almost everyday.

  

  Business Response

  Date: 06/27/2025

  Thank you for taking the time to share your experience with us. Were truly sorry to hear about the ongoing issues youve faced and the frustration this has caused. This is not the level of service we aim to provide, and we sincerely apologize for the delays and lack of communication you've experienced.
  Your concerns are absolutely valid, and we understand how upsetting it must be to still be dealing with problems after a full yearespecially when its affecting the comfort and cleanliness of your home. Please know that we take this very seriously.
  ***** Canella, our General Manager will be reaching out to you directly to discuss everything in detail and work toward a resolution. Its important to us that we make this right, and we are committed to addressing each of your concerns fully and respectfully.
  Thank you again for your patience, and we look forward to the opportunity to resolve this for you.

• Initial Complaint

  Date:05/15/2024

  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.

  New HVAC unit installed in October 2023; $14,000.00. Issue is with the Honeywell thermostat that has failed three times and twice in the last month; when it fails, the system will not work as is now the case at the time of this complaint. The resolution has been to replace the thermostat but I've requested a lasting solution be employed but nothing has been done. Company is not able to make a repair appointment until tomorrow.

  

  Business Response

  Date: 05/16/2024

  Completed a return visit on 5/16/24.  After complete diagnostic of the entire system, determined that 24-volt connection is being dropped due to float switch in the drain line.  Replaced the float switch with a different brand/type to ensure better connection.  Also installed surge protection on the indoor unit.  Reset thermostat, reprogrammed thermostat settings for installed equipment.  A courtesy call will be made later this evening.  There are no issues with installed equipment.  Customer is happy with repairs that were made today.

  Customer Answer

  Date: 05/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. Though both parties agree that there is no indication that the issue was identified and resolved, I am pleased with the company's response and plan to address if any further issues arise. As well, I was given good contact information to use in the future if needed.
  
  Thank you. 
  

• Initial Complaint

  Date:11/09/2023

  Type:Order 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 contacted for a resolution to our upstairs area- originally I asked for a mini split since this is what our previous home had in the bonus area. Sales team sold us on the new system identifying that this would resolve all of our concerns with the upstairs area. Informed we would also be getting a floor unit for upstairs because a mini split wouldnt work. Photos were provided in the contract of the systems we were getting; however, we did not see a floor unit on there and when calling the sales member he pointed us to a written area on the contract that he identified as the upstairs floor unit. Later found out this individual was fired- checks I had written were lost- my upstairs area still not resolved! Always a 5-7 degree difference and its not acceptable especially since the only reason they were contacted was for an upstairs solution. The downstairs area was still heating and cooling without issue! After many attempts of a resolution we are still fighting the same battle. After contacting several other heating and air companies they have all agreed it was absolutely not the correct solution and the problem will not resolve without the additional unit of some sort upstairs. I was originally appreciative of the desire to resolve their sales persons wrong doing, but those were only bandaids to prevent them from being out more money that this sales person they fired costed them. Meanwhile, we are taking the fall for it when our money could have been spent on a different solution without a whole new unit that was not needed. When asking to just return our old unit- it was no longer available to us. I simply want the solution I contacted them for from the beginning.

  

  Business Response

  Date: 11/19/2023

  Hello,

   We have made several attempts to make things right with this customer and have had no success. We originally installed a system that the customer advised wouldn't cool the upstairs. We sent a management team out to evaluate and decided at no additional cost to replace the system with a larger one, also we added a zone system and redesigned the ductwork (This was not part of the original quote) out of good faith to fix the customers issues. We also gave the customer a $2,000 discount off the original price for the inconvenience.  Even after making these changes the customer still felt that the system wasn't working as desired, we made several trips to the home and found everything to be working as expected. We even left monitors on the thermostats to record temperature spikes and those readings show that the system is working properly. Throughout this whole experience with the customer, she advised that the sales guy promised her two systems instead of one, I still have no idea where she got this from as I have a signed contract from her stating what she purchased. After several attempts to satisfy customer with no success we offered to come remove the equipment and give her a full refund of $10,000, she also would not except this unless we could give back the old equipment that we took out of the home. That equipment like any other old equipment we take out has been disposed. The customer believes whenever it is 90 plus degrees outside that the upstairs should maintain the 67-degree temperature she keeps the thermostat set to. Customer will not except that the systems are not designed to provide that much of a temperature difference from the outside temperature. 

   

  Customer Answer

  Date: 11/20/2023

   
  I am rejecting this response because:
  The sales person originally sold me the completely incorrect solution to the problem I contacted, for that is where the entire situation started from. if I still had my old system, I could have spent money where I needed the original problem fixed, which was upstairs. I would be happy to accept the refund if you could replace my old system which was working fine and properly. Your salesperson was very dishonest, and he was even fired for such so please do not pretend you dont understand where we got this information from because he is the one that gave that to us. He was a representation of your business at that time , so that falls back on you all. I have contacted THREE companies after you and everyone of them are baffled at the ridiculous solution you all provided and the band aid solutions youve tried to give me since the incorrect solution was provided. You brought those thermometers out when it was a 70 degree week. You knew what you were doing when waiting until it cooled down to provide that as a test. I want my old system back in addition to the refund or I want the floor unit originally promised by your salesperson. *** also had a quote of $5,000 for the mini split upstairs that would have solved all my problems from the beginning so thats also an option for solution but you all should be the ones having to finish your job you were contacted for.

  

  Business Response

  Date: 11/22/2023

  This customer has reached out to us by email and advised she would be satisfied with the $10,000 refund. I'm happy to give the refund in exchange for the installed equipment. The zone system and duct modifications she is welcomed to keep, and I will write that part off. I'm also happy to install the Mini split she has requested instead of removing the system and providing a refund, my concern is this will not be satisfactory to her standards and then we are back at **********. I have asked repeatedly of the past several months what the solution would be in the customers eyes, and this is the first time adding the mini split has been mentioned. I'm more than happy to stand behind anything we do, just want the customer to know we cannot guarantee the ********************** temperature to maintain 67 degrees in a bonus room above a garage whenever it is 95 plus degrees outside.