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Business Profile

Hardware and Tools

Ace on Francis

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My partner and I spent $490 on a lawnmower from this store, plus a $25 fee for assembly and delivery. Less than two weeks later, the mower stopped working. Wanting to support a small, locally owned business, we assumed theyd stand behind what they sold. We were ******** elderly father kindly went in on our behalf to ask about a replacement. Instead of being met with any form of courtesy or care, he was treated incredibly disrespectfully. The staff talked down to him, acted like he didnt know how to mow a lawn, and even accused him of assembling the mower incorrectly despite the fact that they were the ones who assembled it.They refused to replace the mower and initially wouldnt even refund our money. After nearly an hour of back-and-forth, they finally gave us a refund for the mower itself but refused to return the $25 assembly fee, even though the assembly was clearly the ******** top it all off, they told us we were no longer welcome to purchase a lawnmower from them again. We were essentially blacklisted for their mistake.I would like my $25 service fee back.

    Business Response

    Date: 06/24/2025

    As I have already responded to Ms. ****** she did NOT pay for assembly or delivery.  It is clearly in print on her receipt.  In addition, when the mower was started in our shop, it had grass caked under the deck. Clearly someone tried mowing long and/or wet grass with it.  Our staff asked the gentleman who brought in the mower if we could keep it and take a look as he noticed it was running rough and he was told NO!  The "sweet elderly father" was quite rude to our entire staff. This mower was purchased from ****************************** we assembled it for FREE. Delivered it for FREE. After the unacceptable behavior, yes, we told the man that we would not sell them another mower as ALL power equipment companies require us to trouble shoot and repair (if needed) any equipment we sell.  We do not just get credit because someone is not using the equipment correctly or using bad fuel.  We have a procedure that has worked well within all equipment manufacturer's guidelines for over 22 years.  Ms ***** has bad mouthed us on every platform even though I responded to her ******** bad review, including a images of her purchase showing FREE assembly and delivery.  I firmly request she stop with the slander.

Ace on Francis is NOT a BBB Accredited Business.

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