Complaints

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes Ace Handyman is fraudulent charging me for 3.5 hours of flooring repair work for nearly $600. The flooring is laminate and it fits together like a puzzle and does not require any nails, staples, or adhesives to install. It is easy to trim to the point a beginner could do it. I had some flooring damage near my back door and only very few planks needed to be replaced by the door. This could have been done in under 30 minutes, much less than an hour. I already had the replacement flooring in stock inside the house. The flooring is so simple that the whole kitchen could have been done in well less than 3.5 hours!!! The bill should be for no more than $115.

  Customer response

  05/10/2023

  Yes the company is in Indiana. I am selling my house in ******* so I was having work done on it to get it ready to be listed. Im selling the house because I currently live in ******, *******.  

  Business response

  05/10/2023

  We understand how challenging it is to work with servicers from afar and we certainly make a dedicated effort to be communicative and responsive throughout the process. We have all correspondence by email and Voicemails documented.
  

  1st appt - **** used our services at the same property on 4/5/23. No complaints. Same agreement terms. Paid as agreed. She knows how we work on based on time and materials.

  For the 2nd appointment request, we sent an estimate via our scheduling software for her review on 4/26 indicating an estimatedservicing time of 3 hours @ $530 . This time included shopping time for quarter round trim and caulk. *please see how we charge for materials in our service contract. It is not a hidden term we clearly define it in the materials section.

  After receiving the estimate, she called ** to book an appointment which without her being in town to sign it in person as well as her giving ** a code to enter her property is acceptance of that estimate to complete the work; which we did.

  Her statement about the materials being in the home is misleading because she did not know they were there at all, she was surprised to learn about it!

  First we were asked to spend time, on her behalf,with M/I homes her builder to find out the flooring materials specs. This was value add complimentary efforts never charged for. Our time is valuable.

  Originally, it was discussed to match and source the materials or we would not have included the line item for this is in the estimate which was removed from the invoice BECAUSE we came across extra materials in her home to use, SAVING HER TIME AND MONEY

  The opinion on the amount of time needed to complete this project is hers alone. Rather, I accept the opinion of my experienced union ********* and the work time we actually spent onsite.

  There is no dispute that the workmanship was performed satisfactorily. ***** is an experienced ********* and a valued member of our team. I offered **** the opportunity to speak with him so he could explain why the work took 3.5 hours instead of 3 however the short description is that it was not as easy as snap in place. In his expert opinion there were many unique and intricate cuts to get this done right which is always or goal and was in line with the estimate as accepted.

  **** is being abusive in language and not open to any efforts at resolution.
  We have a 4.8 ****** review rating because of our transparency and responsiveness. **** was no exception to receiving that same experience.

*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. ↩