Complaints

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  on May 23 20024 a appt was made to see what i wanted do on a porch project at 286 may st.On9/11/23 i texted did you get approval yet cause winter is around the corner. on 9/17/23 i got an text saying should begin work Tuesday and then on 9/18/2023i got a text saying should start Wed.work didnt start until sept 28th 2023 . then i text them that i drove pass May st and the project was not done 10/22/23. So on4/10/24 i text ed that finally got a chance to look at the porch project and i have a few concerns,1.the raw iron handrails are not up to code and should be replace with vinyl handrails. 2. the left side of the porch looked unfinished near the ground. 3.debris,wood,cement,broken stones and rocks between the two houses need to be clen up and the mud need to be smooth out. 4.the support columns and brick around the porch need to be painted.i send pictures as well. Then i got text on 4/102024 that a scheduled time for Monday May 6 at 8am to address the issues, then on i got another text saying Tuesday May 11 2024 at 8 am. then on May 26 2024 i got an text saying that the worker was in accident,plan to be at May st closer to May/ june then on June 3 2024 i text them that May is gone and June is here do you have a date and time yet, and got no answers back. Then on June 6, i got a text from phone number716 3171877 saying that Ace Handyman was out of business. so i called them on June 4 2024 and left an detail message and still no reply.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired this company to tighten staircases throughout the house, they asked me to send pictures and once I did agreed to do the job. They sent Brian to my home and he put a bunch of hardware on my staircases and split the boards on multiple stairs. I called and spoke with Steven and he said that he admitted he sent an electrician to do a carpenters job and that he would get back to me with a resolution. In the meantime, they filed a claim with their insurance claim and their insured called to ask what happened, I explained just as I did to you. Once insurance refused to cover this, he asked me what would make it right, I told him a refund and half wall at the site of main railing, he agreed. I was patient and agreed to wait 5 months so they could have their best carpenters do the job, I'm left with a sloppy wall that's unfinished after making myself available over a 12 day period. They're now refusing the refund.

  Business response

  12/01/2023

  The initial job was done and post that the floor boards did split due to the bolts used.  At that time we tried to see if insurance would cover a new floor or portion of floor for *******.  Unfortunately they did not deem the damages worthy.  Instead we decided upon building the halfwall for her.  For which we sent our General Manager Lucas to do most of that work.  As he was completing the work he and our team was berated by ******* and we decided it was safer for our team to not come back and complete the last step of painting the halfwall. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ace Handyman was contracted to renovate bathroom in single family home. Contractor began work 8/14. Needed to authorize "additional labor" due to unforseen electrical situation, homeowner authorized additional $1944.56. Contractor completed job and left several items unfinished. Bill was presented in excess of original estimate and beyond what homeowner authorized for labor. Contractor agreed to withhold $1,000 as additional repair items were still needed. Owner started to hound me looking for his $1,000. I sent a formal email to owner complaining about: Overcharge against what was estimated, no receipts presented for $2764.02 in materials Ace purchased, work that was still not completed (paint, shelves, door, leaking shower head, leak in basement). Additionally, the workers caused damage to my hardwood floors while in my home. Lucas (GM) came to the house with Chris Wolf; agreed I was overcharged. Said I was owed $3815.44. He agreed to order an interior door and also return to address remaining issues. Said I would have a check for refund by 9/5. As of 9/11, I have called, texted and left messages. No idea as to status of my refund, if my door has been ordered and/or arrived. I have two shower heads (one needs installation and one needs to be removed and returned (leaking). I still have water leaking in the basement and I've had no follow up concerning damaged floors. At this point, want refund as discussed and will cut ties with this company. I will have to hire a plumber to address the leaking issues in the shower and basement. They are not reliable, not trustworthy and do not follow through on their commitments. Work is sub-par at best and communication is very poor.

  Business response

  09/27/2023

  We’ve already refunded her 

  
  

  Very Respectfully,

   

  STEPHEN L*****, APHR

  Franchise Owner, U.S. Army Veteran

  Ace Handyman Services Buffalo Southtowns

  CELL:###-###-####

  Customer response

  09/28/2023

  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 by way of credit owed.

  Still waiting for completion of work/job which is scheduled for 9/29/23 at 8:00 AM.
  
  Regards,
  ******** ****
  
  
  
  

  
  

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently hired Ace Handyman to install a garbage disposal into my kitchen sink. When I received a quote from them in May 2022, their estimate indicated that the labor rate would be $160 per hour with two craftsmen assigned to complete the work. However, when Ace arrived to complete the work, only one craftsman arrived and he completed the work in about 4 hours. I was provided with an invoice after I had paid for the services and noticed that I was still being charged $160 per hour, even though there was only one craftsman on the job. I contacted the owner asking for a refund, and he acknowledged that the billing was inaccurate but only offered to provide me with an $80 credit towards services into the future. He insisted that the new rate for a single handyman was $140 per hour, but did not make this change known to me prior to services being rendered. I have copies of the initial quote provided along with the invoice showing that I was incorrectly charged for 4 full hours at an hourly rate of $160 which should have been the cost for two handymen. I also have Ring footage available to show that only one handyman worked on the job. I would like for a refund to be provided based on our agreed upon quote, and I would like that refund to be applied towards the initial payment that I made; not forwards future services. Thank you, and please let me know if I can provide any further information.

  Business response

  08/25/2022

  ****,Our technician Miguel neglected to change the billing rate and we will refund the $80

  Customer response

  08/25/2022

  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. The organization addressed the misunderstanding in a prompt and professional manner. Regards, ******* *******

*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. ↩