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:04/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Below are 2 letter I sent to Ace Hardwares ~ care team. I still to this day have not received one phone call back .from anyone at the Ace handymanService Puget or Ace Hardware. This has been going on since February. Hello,I'm writing to you today to tell you about the experience I have had with Ace Handyman Services of Puget sound out of ********* Wa.On Feb 21st Ace Handyman services sent out ***** their master craftsman to fix a few items in my home. One of the items was a laundry room door that was making a awful noise at the top when we opened and closed it. ***** worked on it for a while. Then stated he couldn't get one of the the screws in at the top. Then he said this fix probably wouldn't last but may need a heftier piece at the bottom to keep door from moving. (I was hoping to be fixed right the first time.) Sure enough within two weeks the door shifted and this terrible noise, very loud with every open and close. I called back ************ the Ace Handyman Services and spoke with ****. They office manager had left and she was filling in. Explained what was going on and she then scheduled ***** to come back on Friday the 8th to fix my laundry room door. He called in sick on his way to my house call. So I asked **** if she could send someone else. **** sent Les another master craftsman to fix the broken door. The door was still up. Just not usable with the loud noise it would make. After looking at the door and removing it, *** left and said he would need to come back on Monday for a warranty repair.Monday March 11th Les showed up at 9am to complete the fix on the door and see if he could help with the other items ***** could do. Les began tinkering with the door then stating he needed to glue the bottom. He said ***** had broken it. but when Les was finished he said I can not put the door up it is broken. He said they will need to buy me a new door.I called **** (the fill in office manger) and told her what was going on and to have the owner please call me. this was March 11th in the afternoon. I called back again on March 13th and was told the owner I believe his name is ******* is on vacation and wont be back until Monday. She said she would write him an email right away explaining in detail all that has occurred. He will call you first thing in the morning on morning. I heard nothing, my son had surgery on Tuesday so on Wednesday morning March 20th I called for the final phone call. Explaining if I don't hear anything back by end of the work day I was taking different action. This is not only unacceptable business practices for any business but this is a representation of Ace Hardware!! I hope and expect to receive a proper response to this continued violation of Ace handyman services. My broken door is still sitting in my living room floor, it has been 13 days. I hope your response is more expedient than theirs. I'm writing to you because I can get no one else in the Ace Hardware family to call me back. I have a laundry room door still broken and on my floor and I can not get Ace handyman services of puget sound who broke the door to call me back after weeks of trying. Now I am over two weeks in waiting to har back from Ace hardware customer service claim number *******. I have written letter sent pictures and spoken to ***** on 4/1/24. ***** stated he would contact the Ace Handyman owner directly and get back to me if not that day, the next day for sure. ( I still have heard nothing) Then I called and spoke to ***** on 4/5/24 I asked for the supervisors name and asked if she could please call me. I was told she has no direct line and no way for me to call or get ahold of her she had to get ahold of me. He stated ***** would call me back soon. (he never did) The I called again on 4/8/24 and spoke with ****. I asked to have ****** the Supervisor to call me and they said she was busy right now but she will call me back.This is what they told me before. I have heard nothing!!