Complaints

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.

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  on nov 6, 2024 I was offered a plasma unit and stand. was told it was a 5000 unit and they needed to unload it from warehouse at lower price. Sounds good so I agreed. Product was sent and I did not receive it Till December 24 due to Canada Post Strike. When I received product it was not as described, it was a cheap china made unit. I have not even opened it. I have been trying to return product since. Each call I get from their sales department I ask to return it and just get told that someone will call me back. Now it has gone to collections and I am still trying to get it returned. They should have recordings of all the sales calls made to me as proof, but are telling me I have not tried. Not sure what else to do.

  Business Response

  Date: 04/09/2025

  Hello, 

  We made several attempts to reach you since the beginning of January. We left several messages attempting to resolve this situation. At this point we will be issuing a Canada Post label that will be emailed over to you. Please make sure the product is packed up and sent back. We will close the invoice once we receive the product. 

  if you need further assistance with this please reach out to customer service at ************** option 2. 

  **** *****
  Customer Service Supervisor
  **********************
  ******************************************************************************************
  
  Corp Office: *********************
  Email: *******************************
  Website: ************

• Initial Complaint

  Date:01/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have been repeatedly hassled by ace industrial telemarketers. I have told multiple callers that I want to be placed on the do not call list. I have also called the ace industrial headquarters number to ask to have account with them terminated and deleted. So they will stop telemarketing calls to **** am also on the national do not call registry, but they continue to call Wouldnt do business with ace if they were the last company on earth. Terrible business practices.

  Business Response

  Date: 02/04/2025

  Hello Clay, 

  I am sorry that your request has not been processed for the *** list. I don't see that you have ever spoken to anyone in customer service, the last time we have a note in customer service is from 2021. I will add your phone number and just please allow ***** hours to fully take effect. 

  If any calls come in after that, please contact customer service at ************** option number 2. 

  **** *****

  Customer Service Supervisor
  **********************
  ********************************************************************************************
  Corp Office: ************
  Email: *******************************

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company ***ls all hours of the day, high pressure rude sales people. I have purchased in the past to my dismay. Cheap overpriced misrepresented products. I have added my business line to the national do not ***l list and informed them. They continue to ***l. At this point. It is harrasment. Last Saturday recieved a *** at 615 am. Sales person said, "oh youre not up yet, Ive been up since 530" and hung up the phone. Company also uses lo*** ohone number generator of some sort.

  Business Response

  Date: 01/21/2025

  Hey ******,

  I am so sorry to hear about your negative experience with Big State. We pride ourselves on our customer satisfaction and are very disappointed to hear about your experience.  

  My General Manager will be reaching out to you personally to help resolve your issue.

  Business Response

  Date: 01/23/2025

  Hello, 

  We have added you to our DNC list, you should not be receiving any further communications. 

  If you continue to get communications after 48 hours please call customer service at ************** option 2. 

  Thank you, 

  **** *****
  Customer Service Supervisor
  **********************
  ****************************************************************************

   

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I am a newly established contractor. I work alone and have no employees. I received *** notification that package is arriving from the Ace industrial supply. Received it and there were some unibits inside and some gloves. They included invoice for almost $800 to be paid.I never contacted or ordered anything from them Right away, I called the number on the invoice and let them know that I never ordered anything from them.They said that they have a record of me approving the purchase over a text message. That is a lie. I don't need unibits and I never received any text messages from them, nor I buy anything through text messages. I told them to provide me with a return shipping label so i can send their package back. They refused and said that before this happens their sales department has to fill a return form. Otherwise, they said I am going to have to pay for the shipping label myself.I asked what if just throw their junk bits in the trash. They said they will send my account into collections.I never talked to them before and never created an account.They said that have to wait for their sales department to contact me withing next 2 days. If I don't hear from them then I need to call again. They find contractors info on public websites, create fake accounts and ship products in hopes nobody notices and pays their bogus invoices. If they do notice, they play games and threaten them.

  Business Response

  Date: 01/23/2025

  Hello, 

  There will be someone reaching out to you to resolve this. We will provide you with a prepaid return label so you can return the order you received. Once we receive the order, the invoice will be closed. 

  Thank you,

  **** *****

  Customer Service Supervisor
  **********************
  ********************************************************************************************

• Initial Complaint

  Date:12/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Company calls businesses saying they will send out a free sample. Called many times and insist. Sample comes in with a bill for almost $400 and we refuse as we did not request or want. Sent back their sample and keep getting calls and bills.

  Business Response

  Date: 12/19/2024

  Hello, 

  We would love to further assist you but we would need more information to help you out. In order to locate the account in question i would need the business name, business phone number, or name of the buyer for the order we have in question. 

  Please provide the information requested. 

  Thank you, 

  **** *****
  Customer Service Supervisor
  **********************
  *********************************************************>*****************
  Corp Office: *********************
  Email: *******************************
  

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have asked ******** times to be put on their "Do Not Contact" list or removed from their database all together. They continue to call me, pretending to be my best/old friend.I do not want to do business with them.I would like to "opt out" of any and all contact with them.

  Business Response

  Date: 12/03/2024

  Hello ****,
  I wanted to inform you that we have put you on our DNC list officially. It does take *********************************************** mind. If you have any further questions or concerns, please contact customer service at *********************.
  Have a great day.

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  on 10/9/2024 A salesperson by the name of ***** ***** called me and offered to send tools for us to test and review for them in exchange for us purchasing consumables for said tools in the future and referring Ace industrial to other Constuction companies. When said tools arrived, they came with an excessive number of consumables and a invoice for $ ********. I called the salesman back to dispute and get returned then he told me to get ahold of their customer service. I got ahold of customer service ************** and spoke with ******* at ext 4820 on 10/24/2024 and she said to call back in a week if I don't hear back from *****. Kodie never calls, and I made 1 call on 10/31/2024 they didn't answer and I left a voicemail. I made 2 calls on 11/04/2024 and never got an answer and then I sent an email on 11/06/2024 to ***************** as its their only email on their website stating that if they didn't help me resolve the dispute in a week that I would be contacting the BBB.

  Business Response

  Date: 12/24/2024

  Hello, 

  We have received the product back in our warehouse. please allow 5-10 business days for the return to be posted and credited to the account. Due to the Holiday there may be delays. 

  Thank you, 

  Customer Answer

  Date: 12/30/2024

   
  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

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I took a call from them back in July and accepted an order of Black Widow drill bits. Seemed to be a decent enough product. Upon breaking the 1/2 bit I was sent a replacement which was fine but also where things went south. I accepted an offer to try some other products of theirs and once received figured out the exact same bits and extractors are available on ****** at a fraction of the price. Literally the only difference is the engraving for black widow branding by ***. Been calling and emailing them for weeks now and havent had a call returned at all. I just want them to get their box of the last order back as I will not pay the price they invoice when its clearly available on ****** for 20-25% of their pricing. Even sent the examples from ****** complete with part numbers and to avail, they dont care and dont have the fortitude to answer for it. So I guess that box of bits will go on the shelf for if they ever decide they want them back. I will not pay their prices and I hope no one else takes the pitch I did the first time either. They promise if you dont like them for any reason to call them and they will take care of it. I was told that numerous times but apparently thats not how it is. This was allegedly a try this and if you dont like it we will take care of it.

  Business Response

  Date: 11/06/2024

  Dear ***,
  Thank you for reaching out to ***
  I wanted to let you know that we've already issued a return label for your order. You should have received an email with the label attached, which you can print out and use to return the product. If you havent received the email yet, please check your spam or junk folder, as sometimes messages can end up there.
  If you still cannot find the label, please let customer service know, and we will be happy to resend it right away. Our line is *********************.
  We appreciate your understanding and are here to help with any further questions or concerns. Have a great day. 

  
  

  Customer Answer

  Date: 11/07/2024

   
  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

  Date:10/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ace industrial supply called me sometime in September, 2024. They said they have a special going where they give tools away if you buy a certain amount of another item. They reeled me into it. I had doubts and called them back on 9/24 and said Id like to cancel my order. She said they would. On 9/25 that a label had been created and they were soon to ship my order. I called them back on 9/30 as I had seen where it had been shipped. She said sorry she tried to stop it. Then the salesman tried to call me from a no caller ID number on 10/1 after I had refused the package at my door. He wanted to give me a better deal as they do not make you pay for 30 days. I said no. Today, 10/4, a package from ACE shows up on my doorstep. When I call to ask about the package they say it was drop shipped and from the first order. They then ask me to open the package to read out the invoice number. I told them no and was able to refuse this package again. I feel this will keep going on and on. I would like them to cease sending me these packages. I also believe that they will tell me an item will be lost or not received when they do receive the refused packages according to reviews online. This has happened to multiple people. I have done business with *** in the past. Luckily I have a new debit card because Ive also seen that they will debit money from your account if they have your card on file.

  Business Response

  Date: 10/07/2024

  Hello Luke, I've went ahead and added you to our dnc list, so you don't have to receive any further contact with us. This does take 24 hours to take effect but if you receive a call after that 24-hour period. Please give customer service a call at 1-800-223-3129 ext.2 so we can assist you with that. Have a great day. 

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I recieved a soliictaion to try a product via the phone and agreed to accept the product, qwith the agreement I xcould retrun it if I did not like the product. I asked to return the product and they would not accpet the product back.

  Business Response

  Date: 10/16/2024

  Hello, this is **** with Ace Industrial Supply. I would like to improve this for you in any way I can. Please give customer service a call at ********************. We are in the office from 7am to 4pm, Monday through Friday. Have a good day.