Complaints

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***************** ****************************************************** *************** ************ July 31, 2024 Ace Home Construction *************************************** ************** ************ Subject: Notification of Mold in *********** Due to Faulty Roofing Work I am writing to formally notify you about a serious issue concerning the roof installed by Ace Home Construction three years ago. Despite initial and subsequent reports of water leaks, the problems have persisted and led to mold development in the lower attic.The timeline of events is as follows:Ace Home Construction installed the roof three years ago.The first water leak was reported on September 11, 2022.Despite the report, the roof was not fixed until the second water leak was reported on August 14, 2023.Recently, we discovered mold in the lower attic, which we believe is a direct result of the water leaks. When ***********************, President of Ace Home Construction, visited our property on July 23, 2024, with a technician who lacked ABPI or Mold Certification, they incorrectly stated that there was no mold present. This contradicted the opinions of three other qualified individuals who confirmed the presence of mold. ****** response to these findings was unprofessional and included derogatory remarks towards us.Due to the inadequate work and subsequent mishandling of the situation, we are facing significant damage, including potential health risks and future complications. We expect Ace Home Construction to address and rectify all damages caused by the mold immediately.We are seeking full recovery for the damages, including:Costs for professional mold remediation by certified experts.Repair and replacement of any affected property.Compensation for any health-related issues caused by the mold exposure.Measures to prevent future occurrences.Please respond to this notification promptly to discuss the steps you will take to resolve this matter.

  

  Business response

  08/02/2024

  To : *****************
  From : Ace Home Construction Inc
  Date : August 2nd, 2024

  We have received your complaint regarding the roofing issue and would like to respond accordingly.

  First and foremost, we take your concerns very seriously and are committed to resolving the issue. Regarding the mold in your attic that you believe is caused by roof leakage, we visited and conducted thorough inspections on July 18th and 23rd 2024. In addition to this years inspections, we have done the same with your reports in 2022 and 2023.

  All of our inspection results revealed no signs of water leakage from the roof, with the roof being dry at the time of every single visit.Based on this, we believe the mold issue is not related to any fault in the roofing work that was completed. Instead, the mold may have been caused by other factors, such as:

  1. Inadequate airflow in the attic (possibly due to blocked soffit vents or insulation obstructing attic vents. The mold performance company on your report did mention the soffits were clogged)

  2. Warm air from bathroom exhaust fans not being properly vented outside, and instead are being released into the attic, leading to moisture buildup and mold growth.

  These causes are unrelated to the roof itself. We would like to emphasize that our work was limited to the roof, and we did not modify the attic or any other structures. Therefore, the ongoing maintenance of these areas falls under the homeowners responsibility. The homeowner must continuously monitor and maintain the attic to ensure proper ventilation.

  Your frustration is understandable and we sincerely hope this issue can be resolved smoothly. However, false accusations, along with claiming our company was unprofessional and made derogatory marks does not help the situation. We are always willing to assist further if needed, making sure that the correct cause is addressed and the appropriate actions are taken. If the roof is truly leaking and the source of mold growth, then we would immediately get involved to rectify the roof work.

  We hope that this matter can be resolved professionally and in a peaceful manner. Ace Home Construction is committed to working with you to achieve a satisfactory resolution.

  Thank you

  Ace Home Construction

  Customer response

  08/16/2024

   
  Complaint: 22069430
  
  I am rejecting this response because: 

  Strongly reject the business' response from Ace construction.

  Please find all the attachment and text messages. 

  Please take look picture is mold due to water leak from roof. Please have  your guy to take care ASAP.
  

  ****
  

  
  

  You need to fix this problem was reported to you last September 11-22
  

  
  

  Nothing has been done. I hope you fix ASAP. Or I have to talk to my lawyer In response to your email dated August 1, please read my letter carefully.
  Your technician, who is not mold-certified, did not address the root cause of the issue. If the new roof had been installed properly, it should not have leaked in the first place. I reported the first roof leak on September 11, 2022. When **** came, he told us the leak was due to the wind, but nothing was done to fix it. As a result, water continued to leak underneath for another ********************************************************** the attic. No mold was found anywhere else in the attic or upper attic.
  It is very easy to blame other factors instead of taking responsibility for your workmanship. When your team visited on July 23, they told me there was no mold. Now they are blaming other factors. This behavior has been consistent from Ace Home Construction since the beginning. Remember, there was also an issue with animals getting into my attic because there was a hole left in my roof by your roofer, which I had to pay to fix out of my pocket.
  We have provided substantial evidence of continuous denial from Ace Home Construction and President *******************.
  As stated, if you do not want to fix the mold situation, let the court decide.

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

  

  Business response

  08/21/2024

  To : *****************
  From : Ace Home Construction Inc
  Date : August 21st, 2024

  
  Your letter was carefully read and every point was responded to accordingly. We believe you should have addressed our points as well. The root cause is not proven to be from the roof, and we still stand by that statement. There was no water leakage ever shown to us, nor are we responsible for maintaining the inside of your home. No outside factors are being blamed either, as our suggestions were intended to help you determine possible causes of the mold.

  
  However, due to your insistence on the leakage and in order to satisfy your request, we are willing to check again with a detailed inspection. Our company has contacted someone who specializes in roofs and is mold-certified. Their service is available next Wednesday (August 28) at 9 am at the earliest. If you would like for this inspection to take place, then please let us know. Lets work together in figuring out the source of the mold accumulation.

  
  In regards to the previous hole in your roof with animals getting into your attic, please do not blame and accuse us of that situation.The hole was already present before our construction started, which we helped cover up for you. Our company only wishes to help you.

  
  Thank you
  Ace Home Construction

  Customer response

  08/22/2024

   
  Complaint: 22069430
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business response

  08/28/2024

  To : *****************
  From : Ace Home Construction Inc
  Date : August 28th, 2024

  To this day, we have not discovered any water leakage. The work done to your home was not to seal any supposed leaks, but to add a layer of protection to the roof.

  Our company is not one to create damages and leave issues unresolved. We would have fixed any holes that were present. Also, there seems to be a misunderstanding regarding the wind. When you first mentioned that you had a leak, we were explaining how on a rainy day, a strong gust of wind could have possibly blown some water into the attic. That was a potential explanation as we did not find any leakage present, which is why we said lets wait until the next rainy day to have some confirmation.

  A written report will be made by the inspector, so that we can determine what the cause of the mold is. Since your availability is after September 5, 2024, we will contact the inspector and let you know what date would be best for them.

  Thank you
  Ace Home Construction

  Customer response

  09/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The ace home construction company wants us to pay 30% out of $19,000 to cancel job because they never did the job in month of waiting. Refuse to release check they were giving by insurance in which they never cashed yet. They told us we have only 2 options do job or or pay $ 5,700..We spoke with the owner in regards to this matter . He repeatedly said we will pay. For a job they did not do. Since September of 2023 no calls or show for job . They didn't respond to calls or text. We had to go to main office where that led to owner getting mad. And stating we owe them 30%.

  

  Business response

  12/19/2023

  As discussed with the Homeowner when they visited our office, their claim was approved by the insurance company, but we have never received a check from them.  Till this day, we have yet to receive any payment from the insurance. We cannot do any job, until payment is received by the insurance company. We informed the Homeowner that we can request the insurance company to re-issue the check, and once the new check is received, we can start the construction process, weather permitting. The Homeowner asked what happens if they decide to not do the construction with our company, so we told them per our Public Adjuster Contract that they signed, the will have to pay 30% of the approval amount from the insurance company.  The manager was not in the office at the time of their visit, so the manager called him again later on in the day and explained to him again that we can request a new check to be issued and we can proceed with the construction, but if they do not want to proceed, they will have to pay 30% per contract.

  We contact our customers by text or phone call once we open the claim, and then once an inspection date has been set up, and another time for the results of their inspection. It is not possible for them to have not received any updates or calls since September of 2023. Also, I explained to them that the phone number they called and texted was the owner's phone number and that he is currently out of the country and cannot receive any calls or texts.  There are other phone numbers listed on the contracts he signed, in which we always provide a copy to our customers, but we have not received any calls or texts to our other numbers.

  Customer response

  12/19/2023

   
  Complaint: 20997746
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer response

  12/19/2023

  Well to begin , They never told us about not receiving check. We called them. Several times. We told them after a long wait on the start we did not feel comfortable starting job with them after the conversation with the owner. He refused to show us quote and what is included in his contract was only to be roof. , he then said o gutters as well as for other stuff. We ask what other stuff he said we didn't need to know. With that being said I feel he is being fraudulent.  As for the 30 percent he said we will pay it. He got real cocky saying that to us multiple times . Talk to us lime we are fools and this isn't the first time they have don't this to people if you read there reviews on there website. We wanted to give them the benefit of doubt . But as they believe we owe them 30 percent of job they didn't do . With the respect the have for clients. They think because we are Hispanic they can take advantage.  Sorry I won't allow this. They need to improve there buisness with honest workers and communicate with people better then telling them they have no other options. Especially with the contract we didn't know that was a contract when we signed it. We never set date. They take advantage of elderly and Hispanic. . I will not pay 30 percent to them when they didn't follow-up or thru with this job and after the  call with owner . 

  

  Business response

  01/08/2024

  We spoke on the phone with landlord's nephew, who is representing the landlord, on January 5.
  He said landlord didn't want to do construction with us about this claim and asked what to do.
  So we informed him as follows,
  "If landlord don't want to do construction with us, landlord pay a constant ratio of Public adjuster fee, and we will withdraw our name from the insurance company. Then landlord can continue the construction with other contractor he selected. and when the construction is completed, He can inform the insurance company to get the remaining 2nd check." 
  
  We are waiting for landlord's response because he said he'd let me know what to do after consulting with the landlord.
  

  We have always treated our customers with sincerity and have always strived to satisfy them. No matter what decision the landlord makes this time, we will respect that decision and do our best to make sure everything goes well.

  Thank you

  Customer response

  01/08/2024

   
  Complaint: 20997746
  
  I am rejecting this response because: ace construction hasn't sent us a email with the contract that was signed and quote on what is being done what is being charged.  We ask several times ********************** is the best email to send it to. He also doesn't state how much is his constant ratio adjuster fee, with his last messege. I would like everything shown to me . Contact,  quote throughly written out what is being done size cost of everything.  I don't believe I am asking for much. Normal client would ask. I feel this company isn't as legit as stated . I want copy of everything. They refused to produce for months. I do want to cancel with them but they are being un reasonable they stated they would take 20 % now for doing nothing to sign off on check. That's alot for nothing. I have to put ***** out of pocket to get new company. I need everything in writing with them to come to a conclusion on where to go from here. I feel this could end badly on my end with them if don't get anything in writing. They also questioned why I contacted BBB ON THEM. This is exactly why I did. They are acting like they are fair and truthful which they are not.
  
  Sincerely,
  
  *******************

  

  Business response

  01/13/2024

  We have sent you a copy of the contract and the quotation you requested  by the email you presented. Please review it first. We will get back to you later.

  Thank you

  Customer response

  01/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

*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. ↩