ComplaintsforAce's Garage Door Repair & Installation

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in a complaint for my garage opener to american home shield and they assigned it to ace garage doors. The technician came and never took apart the opener and said the gears were stripped and i needed torguemaster springs ($850.00) and new gear, because the door is to heavy. Ace Garage Doors is nothing but a money grab company. This is the second time AHS robbed me for my $120.00 payment without fixing it. Called a local company and nothing was wrong with the gear. They just reseated the gear. AHS is a total rip off and so is Ace Garage Doors and they posted they fixed my complaint which is a LIE. I paid out my own pocket to have someone else fix my garage opener. Total scam companies doing money grabs on Americans. Discusting.

  Business response

  12/31/2023

  We did not take anyones $120 the customer has a home warranty and the home warranty charges $120 as a service fee for diagnosis and we happen to be the company that went out to diagnose. We will not refund money we did not take and this review is bogus

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We were assigned Ace's Garage Door Repair and Installation (Technician **** in ********** area) on Aug 14, 2023 through First American Home Warranty (****) for garage door repairs.**** serviced our garage door on Aug 17, 2023. He replaced the rollers, aligned the side rails, adjusted the motor, and repaired and re-assembled the damaged center rail. The center rail repairs should have been covered by our Home Warranty (per our home warranty and contract) but **** charged us out of pocket for the center rail work. He was also working on/adjusting the springs, but he did not note any adjustments to the springs on the invoice.The first week of Sep, one of our springs broke. This is covered by ****, so he was reassigned to repair the spring and came back to our house a second time on Sep 12, 2023 to replace the spring.He attempted to charge us for the new spring "installation and adjustments," claiming that **** would only cover the spring itself, not the labor necessary to complete the installation and that we would need to pay him for that out of pocket. This is false and I confirmed this with **** on the phone while **** was at our house. When confronted he became argumentative and continued lying that **** would not cover it. He finally said he would "do it for free." It is obvious he was trying to collect a double payment: one from us and one from ****. I had to ask him to leave our house and filed a complaint with ****.Sep 30, we got the paperwork from Aug 17 repairs from ****. He didn't list the center rail work in the invoice he gave us, and he charged us MORE for the non-covered repairs than what he reported to ****. And we can't prove it, but we believe he intentionally did something to the spring the first time so that it would break so he could come back out, attempt a double payday from the broken spring (and its counterpart since they should be replaced in pairs like brakes).

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Ordered garage door and opener on 8-11-23 and gave them a check for $3675.00 for payment in full (only because of good reviews and their claims on the website saying they are BBB Accredited) to be installed between **** on 8-15-23. They didn't come but left a message to reschedule for 8-16-23 between ****. On 8-16-23 they didn't come or call.So I called them after 3pm and I spoke to ***** (?), who very quickly became hostile and said that I couldn't cancel the install because my signed check was a contract and that they would be out before 5. I explained that I was cancelling because they were unable to come in a timely manner and that I stayed home from work two days waiting for them to come. At first, she did offer $100 back, but then told me that this phone call was being recorded and that since they already had my check, they would still be out before 5 to install the door. I told her again that I was cancelling the install and would stop payment on the check. She then told me that "my door" was custom (since it had windows) and that the windows were cut into and installed in the door so it cannot be returned (not true...it had windows but that is a pre-made panel and not something they would 'cut' into a solid panel). When I asked to speak to the owner, I was told that I couldnt because he is out of the country. She then told me they would *** me for double the amount of the install and late fees for nonpayment before hanging up on me. Its now after 6 and still nobody has even tried to come install anything. She has now upped her offer to $200 but at the same time is threatening to start charging me $45 a day for storing the 'custom' door when they *** us. I have stopped payment on the check and just want them to go away and quit making threats about suing us and to remove their false claims about being BBB Accredited from their website (www.acesgaragedoorrepairroseville.com)

  Business response

  09/12/2023

  Dear ****,
  We appreciate you taking the time to share your concerns, and we would like to address them in a transparent manner.
  Firstly, we want to clarify that your dissatisfaction is important to us, and we take your feedback seriously. We apologize for any inconvenience you may have experienced regarding the scheduling issues.
  As for the cancellation request, we understand your frustration. Our invoice does explicitly mention our policy on cancellations and returns, and we communicated this to you as well. However, we are also aware that exceptional circumstances can arise, and we are committed to working with our customers to find mutually agreeable solutions.
  Regarding your interaction with *****, we are sorry to hear that you found it unfavorable. We have spoken with ***** regarding the conversation, and she assures us that she remained professional throughout the discussion. However, we do acknowledge that communication can sometimes be challenging, and we apologize if you felt otherwise.
  In regards to your garage door, we will review the specifics of your order to ensure clarity regarding the customization of the windows. Our intention is always to provide accurate information to our customers.
  Regarding the threats you mentioned, we do not condone such behavior from any of our employees. We will further investigate this issue to ensure that our team is upholding the standards of professionalism and customer service that we expect.
  In terms of your BBB Accreditation concern, we will take steps to review and update our information as needed.
  We want to stress that our primary objective is to resolve this matter amicably and fairly. We are aware that you have stopped payment on the check, and we are open to discussing the financial aspects separately.
  A member of our management team will reach out to you to discuss your concerns in detail. We hope to find a resolution that satisfies both parties and allows us to address your concerns adequately.
  Once again, we apologize for any inconvenience you have experienced, and we look forward to the opportunity to work towards a satisfactory resolution.
  Sincerely,
  *************************** Ace's Garage Door & ****** Services

  Customer response

  09/20/2023

   
  Complaint: 20481989
  
  I am rejecting this response because:
  

  First of all, your company was able to cash my check for $3675.00 so that is the amount I am currently out.

  Second, I was never given anything in writing, other than a sticker when I asked for a business card from the person. I never received an invoice, contract, bill or anything else from your company and no cancellation policy was ever discussed when I met with the person who came out and I have a witness that was there the entire time we were meeting. I certainly did not sign any contract in this matter. Since I have never been given an invoice, I certainly have no knowledge of any cancellation policy contain within it.

  I assure that ***** was less than professional during the one and only conversation I had with her. She almost immediately was threatening me with a law suit, told me that the conversation was being recorded (and if it was, other than being against the law, I have no problem with anyone listening to that recording), and eventually she hung up on me. She had previously spoke with **** (the builder) and while I was not there when they spoke, he assured me that his conversation was very similar to the one I had with her. After hanging up on me, she then repetitively called **** demanding he give her my phone number (which he didn't).

  The garage door I ordered wasn't 'custom'. I asked if I could get it pre-painted or with a faux finish on it and was told that would take an additional 4+ weeks to do. The windows, I was told, came pre-installed from the factory and therefore were not custom. Instead of getting 4 stamped metal panels, I would get 3 stamped panels and one window panel, which is why installation could be done on August 15th and not a month later.

  **** was there the entire I met with the representative from Ace's Garage on August 12th and witnessed everything that transpired. The only "contract" that was agreed upon was a verbal contract that ***'s would install a garage door and opener on August 15th between 10am-2pm for $3750.00.They requested via a phone call that the date be postponed to August 16th between 10am-2pm, which was agree to. They did not install a garage door on August 16th, or even contact myself or **** on the 16th, which put them in breach of the contract. At that time, after taking two days off of work so they could install the door and opener, they failed to uphold their end of the contract in the time frame that they set so the contract is now null and void. They were paid for a job that they were unable to complete in the given time that they set. Because of this, they are required to return my money. I have since sent a demand letter for that return and ***'s Garage ignored it.

  Since I was not the person who contacted your company, you do not have any of my contact information, other than my address, therefore contacting me would be difficult unless someone were to come to my house. I was not the person who originally asked for the estimate, that was the person building my workshop and any contact info you have is his. I never even heard of your company before August 12th. If you would like to give me a time and phone number that I could contact you in the next day or two so we can discuss the return of my money, I am willing to do that.

   

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Considering the relationship that this company has with a home warranty company, they will determine (wording) the cause/reason for the repair is bias towards the home warranty company so that they have a cause to deny the claim.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Monday, 01/30/2023, my schedule with Ace's Garage Door Repair & Installation was from 1 pm to 5 pm PST. However, Ace's Garage Door Repair & Installation Technician came to my home to install the broken springs at 5:30 pm PST after the scheduled appointment. Before he started doing the work, he requested to see my contract with First American Home Warranty. On the contract, he saw that the home warranty did not cover door adjustments. He said he could only replace the springs by performing a door adjustment or alignment. If I wanted to replace the springs, he needed to call the First American Home Warranty to authorize the door adjustment or alignment. When he reached the First American Home Warranty at 5:30 pm PST, the office of the First American Home Warranty was closed. If I wanted to replace the springs, I had to pay out of my own money for them. If not, I had to reschedule another time with Ace's Garage ***************************** for my replacement. Because I wanted to repair my garage door as soon as possible, I paid out of my own money to install and repair the broken springs, and I believe he charged me $418 for the labor and one of the cracked springs. He never adjusted the door, Reset the spring, balanced the door, aligned the door, and Reinstalled the second cable. He removed one end of the pole to remove the broken springs, reinstalled the new springs, and fastened those springs. After securing the springs, I asked him why he did not adjust, align, and balance the door. He said my garage door did not need them. I let him repair my garage door because I needed my car to go to work, and I stayed home for a whole day on Sunday and Monday. Also, I called different companies for the garage door spring replacement. They said the spring installation included the door adjustment or alignment. I only want to get my refund for $418.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I want *** to investigate whether there is fraud/malpractice in their service provided, and full refund the payment $430.55. On 1/9/2023, *** technician ("****" as he call himself) came to fix the opener under the American Home Shield (AHS) service request, dispatch# *********. He claimed that the repair service is not covered my AHS warranty policy, and charged me $430.55 to fix the opener. During his service, he didn't send "diagnosis" to AHS.On 1/10/2023, I called AHS and get confirmation from AHS Ms. ***** (mgr, supervisor, badger# *******) that the service is in fact covered my warranty policy! On 1/12/2023, AHS ****** double confirmed the coverage. For this transaction, my tenant ********************** was on site and paid the $430.55 for me. His email is **************************** (and my email is *******************)I emailed *** **************** on 1/10/2023 for this issue. I also called *** *************** several times, *** (one of people I talked with is a lady *****) confirmed the receiving of the mail, but refused to email back to me for anything, and refused to refund or to do anything further including contact AHS for the coverage.Attached please find the *** invoice.

  Business response

  02/03/2023

  We are a third-party company We observe the failure call in a report to American Home Sheld if they cover the failure we do the job at no cost in your situation. The torsion spring is not covered. That is your American Home Shield covers not us you paid out-of-pocket to get the job done we did the job we replaced your springs And we got compensated for our work. Where is the problem? Unfortunately, in this day and age, nobody works for free. If youre not paying and Home Warranty is not paying then who is paying is the Better Business Bureau gonna pay for this? No they dont we did not do anything wrong here we provided parts we fix your door . If you want to give us back our Springs you can take them off and deliver them to the warehouse and will give you a refund. 

  Customer response

  03/05/2023

   
  Complaint: 19322316
  
  I am rejecting this response because:
  

  In the response on 2/3/2023 from "*********************", she said "The torsion spring is not covered."  (for the garage door). Can ***** provide an original copy of what American Home Shield has said?
  
  As I said in the original complaint 
  On 1/10/2023, I called *** and got confirmation from *** Ms. ***** (mgr, supervisor,  badger#  8060779 ) that the service is in fact covered by my warranty policy!  
  On 1/12/2023, *** Ms.****** double confirmed the coverage. 
  
  Anyway, on 2/5/2023 (after reading *****'s reply in BBB), I called *** again,  **************, Bager#******** answered the call and he said it is covered.  And he documented the assertion in the *** system.

  
  Sincerely,
  
  ***********

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Their tech **** came out to the house and incorrectly reported to my home warranty company that my garage door was out of code because it doesn't have child safety sensors. He did not give me an opportunity to explain that the door was installed prior to the law going into effect and therefore is grandfathered. His assessment caused my claim to be denied and hundreds of dollars in out of pocket expenses. I tried speaking to ***** (office manager) several times but she never returned my calls. Finally I got a call from the technician himself and he cursed me out on the phone. This company hires people who are threatening and beyond unprofessional. Would never recommend this company to anyone.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/1/22 I had aces out to repair my garage door opener. The job #XXXXXXXX. They replaced 2 springs and rebalanced the door. When work was finished we learned that the motor was not working either. We did not want to proceed in replacing the whole unit with aces. For one they didn't carry our lift ************. We had a hard time with the repair guy. He was very mad that he didn't have his tools or the parts he needed to fix opener. He was very angry and very rude. After aces left we realized to open the door manually it took two people.and was practically impossible it was so heavy. I called ********* garage door for another opinion we were getting hurt trying to open the door. ********* uses lift*************. ********* found the wrong size sprigs were installed see photos attached. He also found that the motor was not broken, aces didn't reprogram the motor to the weight of the door. I called aces to ask for a refund and was told no. The company was rude. I wanted to return the faulty springs for a refund. I was told No they will only come fix their mistake. We signed a contract with aces after he completed the work not before. The work by aces was dated ******* and work order receipt emailed was dated 6/11/22. I was not informed of their policy until 24 hours after repair work was finished. Aces came to my house. 7/1/22 while ********* was here. ******** from aces said he would refund our ******* in a few working days. ******** took the springs with him. I did not receive my refund by ******* so I called aces to ask where the refund check was. They had not sent it, had not known anything about a refund. ***** from aces said to call back on ******* and she would research it. So today I am told they have no information for me and her emails to her bosses did not answer. She now says maybe 10 more days. Look ********* found numerous mistakes made by aces and his work order states more mistakes made by aces. ******** admitted their mistakes and fired our repair tech

  Business response

  08/10/2022

  Consumer Response /* (2000, 11, 2022/08/09) */ I received a refund yesterday. Thanks for your help

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The Home Warranty co. on approx 9/20/2021 dispatched ACE Garage Repair to my home to fix the garage door. The technician ascertained the motor needed to be replaced. He stated he would return in a week to complete the job. The following week he did not return and the receptionist changed my appointment (to Friday 10/8/2021) without notifying me. When I called "the rude receptionist" stated they could change my appointment without my permission. Not so! I stated the appointment needed to be confirmed with me to ensure that I am home. My appoint was changed to 10/11/XXXX Xam-1pm, technician never came, they claimed to have called him, but he didn't answer, then it was changed to 10/13/XXXX Xam-1pm. I asked to speak with a manager, I was told I would receive a call from******** (the owner on 10/12/2021) I never received a call. On Wednesday, I called to get status on the technician and was then told that my appointment was 5-7pm! I would like to have my door fixed!

*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. ↩