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Business Profile

Home Improvement

Ace Home Improvements, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:01/13/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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.


    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********.  Although I differ in details, ******** card was able to credit funds faster than they were able to get me a check.



    Sincerely,



    ****** ****d money thrown after bad

    Business Response

    Date: 01/15/2025

    Hello- Ace Home Improvements showed up at Mr. ****'s house to install a new door for him. When work started, customer was not pleased with how things were going. Eric K******, owner, went to speak with Mr. **** to try to work things out and complete the job, but they could not reach an agreement. This customer was unable to understand the process for the door installation and was angry, yelling at everyone. It was to a point that our employees did not even feel safe to continue working. At that point, Eric said it was best to cancel the job. Later that day, I (Jennifer K******) spoke with Mr. **** and told him we were sorry things did not work out and we would process a refund check for his deposit ( copy attached). This seemed satisfactory to customer. I mailed the check to him as agreed.  On December 31st, we received notification that Mr. **** initiated a chargeback on his ******** card for his original deposit of $1,537.50. Since the refund check we originally mailed to him had not been cashed, we figured we would not dispute his chargeback and would stop payment on refund check #13205. I attached copies of his chargeback and proof that it was deducted from our bank account. Even though Mr. **** received back money from his chargeback request, he still decided to try and cash the refund check we sent- not really sure why he would do that? He has also indicated that we have tried to charge his ******** card again and it was declined. We have not- we do not even have his credit card information on file. He paid his deposit himself through a third party we use. No credit card information is stored or saved in this office. Hopefully I have attached documentation that supports our side. Please let me know if you need anything else. In summary, we tried to please this customer best we could and promptly issued him a refund check. He then initiated a chargeback on his Discover, which we accepted, and, therefore, he got his deposit returned to him. We pride ourselves with good customer service, but in this case there was no resolution on his part on the installation.   Thank You, Jennifer

Ace Home Improvements, LLC is BBB Accredited.

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