ComplaintsforAce Handyman Services West Glendale

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ACE handyman was late 2+ hrs she did not know how to install the doors. She wanted to cut (with a miter saw)into the frame to make the doors fit. The design is to be installed over frame. I saw her read the instructions 3 times! I then requested someone who knew what they were doing. She left a mess. Second installer (their master installer) following week: First of two door installed way to high which made him have to leave parts off. Second door not quit so high but still off. Big gap at bottom. Was unhappy with installation results . After reading my review the owner reached out and HE told me I should not have paid for the job until it was done right. HE offered to make it right. But I had many issues with installer. Verbal abuse, insulting everything about my home that had nothing to do with job. Bad temper frankly Out of control. He also Left transmission and another oil stain on drive way which I had to scrub away. He the owner offered to return my money. Then went back on his word. I tried to negotiate with him but he refused. Two weeks of our time wasted. He did not care that I didnt want anymore strangers in my home for security reasons. I had been broken into 3 time and vandalized twice. Hence the security screen doors. He wanted to bring yet two more strangers into the project costing him more than refunding the money. ****** care, left a mess and the job to be finished by someone else at my time and cost. Consulted with other professionals who confirmed that they were weakening the structure of the frame. There are appropriate tools to do it right. Not ACE standards I expected. It took his installer two hrs to do his thing. I offered to pay him $57.50 hr and the return of the rest of my payment. No one loses. He refused. Ultimately wants to uninstall doors and leave the frames damaged and his mess for me to figure out. Very unprofessional. ACEs headquarters rep could not intervene although he tried. Aug19-Sept 13 almost a month for a 2hr job!

  Business response

  09/29/2022

  **********************************,
  
   
  
  Greetings,
  
  We're sorry to hear of your less than satisfactory experience and hope you will accept our sincerest apologies.  As a team, we are driven to deliver only five 5-star services and have not delivered.  Please allow us to explain the situationwe apologize for the lack of professionalism of one of our craftsmen.  ACE Handyman Services West Glendale has a strict policy on cleanliness and punctuality; we pride ourselves on our professionalism, and we all hold each other to the highest standards.  I believe our office was in contact with you on multiple occasions, but the behavior of the craftsman was never mentioned until we spoke days later.  Once we knew the behavior, the individual was removed from our team.  The second craftsman came and installed two doors, one door was installed to your satisfaction, and the other door was installed slightly higher due to concerns from our craftsman that the uneven pavers would interfere with the operation of the door.  The craftsman and I scheduled a meeting with you to discuss our concerns, and you agreed that you would take the risk of lowering the door even if there is a possibility of interference from the pavers.  The craftsman and I created an action plan and briefed you on the procedure.  You voiced concerns about the integrity of the door after the re-installation.  We assure you that we do this type of work all the time and would fill the s**** holes with wooden dowels and wood glue to prevent the splitting of the trim.  However, from our measurements, there was plenty of room for adjustments.  To assure you of the procedure, I offered to have our professional framing constructor give you a second opinion at no cost.  You did tell us about the professional advice you received, but when asked who the professional was, you referred to a big box store employee who never came out to see the job.  We will always stand by our craftsmanship and offer a one-year warranty and a 100% satisfaction guarantee on all our work.  You expressed great joy and satisfaction with one door but not the other.  Our solution was to refund you half the project amount since it was two doors to pay for the craftsman's time.  You wanted the entire project refunded and denied our warranty service, which would have repaired the door at no additional cost to you.  We value our customers' feedback and would like to thank you for bringing this to our attention.
  
   

  Customer response

  09/29/2022

  
  

  Business response

  09/30/2022

  Tell us why here..

  Were sorry your experience with us was less than 5-stars. We truly value your feedback and appreciate the time you took to let us know. In efforts to operate in good faith we offered you a refund of half the project cost, because you did tell our team that one of the two doors was installed to your satisfaction,when offered this resolution you refused to take our offer and also refused our warranty repair service which is provided to every customer at no cost to them. As a team we are driven to only deliver five 5-star servicewe want to make sure the job is done right and to your satisfaction.

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