ComplaintsforAce Screen Repair & More, LLC

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aug. 24th/2021 I received an est. for a lanai on Sept. 14th/2021 i paid $1600 down. then on Jan. 10th/2022 I was told that we needed to pay additional $1700 for them to pour additional concrete because they didn't check the concrete pad I already had down good enough not realizing I needed a footer so I paid $1700 for that. finally got my lanai installed paid the additional amount of $3058. i have a pan roof and it leaked from day one i called to tell them they would tell me they would send someone out well i waited over a week no one showed up called again something no show called again finally someone shows there 15 minutes say it fixed well still leaked called again same thing was promised someone would come out no show and no call this has been repeated for the past 11 months no one will show up when they say they will i have to call over and over again. i have spoken to ***** my husband has spoken to ****** several times this last time about in Aug. ****** was supposed to come out never did and never called now they will not answer our phone calls will not call back when we leave messages. i even texted still nothing I paid a total of $6358 they they will not fix their problems. i want them held accountable.

  Business response

  11/08/2022

  Back in January of 2022 we were contacted by ****** and asked if we would pull a permit for him to install an elite room for the ******. At the time we were in the beginning stages of having ****** come to work for us. Few months later I was contacted the roof was leaking. We sent someone there to see what was causing it. The ****** had repairs to the roof and we could see that the elite panels had been walked on. We sealed the roof to try to stop the leak. They called and said there was still a small leak taking place. The company hired was *************** Screening but since we pulled the permit for them, we took on the responsibility to figure out how to stop this from happening. We worked it into our busy schedule to get someone over there. After the third attempt on September 30th, we were told the leak had stopped. Then Hurricane *** hit. Of course all warranties are void especially since they reside in ********** where the storm took a heavy hit. They called our office to come out and do some repairs. We explained that it is going to be a few months before we would take on any work involving elite panels or small repairs. Right now our main focus is to get cages cleared from properties and to work on larger repairs (i,e, replacements) and as those are cleared up we will start back on repairs. This is also the same for customers calling with one or two screen panels out. We are not refusing to do the work, but those customers are going to have to wait. We have a list going so we can touch base with each customer as soon as we are back doing service. I apologize if the ****** took this personal, but by all means that is not the case. We only have so many teams working for us so we have to prioritize the scope of work and helps those with the larger amount of losses first. 

  Sincerely,

  *************************************

  Customer response

  11/08/2022

   
  Complaint: 18366244
  
  I am rejecting this response because: they are using that as an excuse I have tried to get them to resolve this issue way before the hurricane. What's the reason they have for not fixing ******* back in Feb. March April May June July I can keep going my problem has been way before the hurricane now they just want to use this as an excuse I think prior customers should also be a priority. they received our money then just forgotten about us they have been unprofessional. if they would have just fixed their mistake we wouldn't be here now. thye had all this time before hurricane *******
  
  Sincerely,
  
  *********************

  Business response

  11/09/2022

  The proposal was signed on January. We did not begin the work for some time do to permitting and engineering. We had made multiple trips there and spoke with the owner on numerous occasions. The leak had stopped on our last visit and a Hurricane hit. We were not the ones contracted to do the work, but did what we needed to, to try to help this customer. The complaint should be filed with the hired company, not Ace. We have not refused to help with the new issues since the storm but simply said it would be a few months before we could make a site visit. This would be a new contract with Ace for any repairs needed. If they can find someone to do it sooner, then they could let us know and we would take them off the list. 

  This complaint needs to be removed from our file. *** was simply hired to pull the permit, which the owners were aware of.

   

  Sincerely,

  *************************************

  Customer response

  11/09/2022

   
  Complaint: 18366244
    
  I am rejecting this response because: Ace Screen took over ************** screening the company that was hired in the middle of our contract ace screen took over the business so therefore takes on the clients to once you take responsibility of a company everything comes with it so now its your responsibility to fix things yes you have made several trips out after I have called so many times and you knows this. I have repeatedly called to get someone out you also know that when you say someone was going to come out they dont show and theres no calls to reschedule or say we couldn't make it out can we reschelude. i would have to call again. I understand how you think you have been professionals about this situation all i want is my lanai not to leak and it has been leaking before the hurricane and my screen door fixed if you would have acted more professional i wouldnt have had to report it I'm done with using the hurricane as an excuse i have been complaining about this way before and I'm suppose to have a year warranty on this so if something is messed up it gets fixed. yes my problem is small compared to others but I'm still a client i stilled paid for a job to be done. and i was told 6 months to a year not a few months ******** your secretary told me that on Monday Nov. 7th 2022. yes this complaint needs to stay on your file. 
  
  Sincerely,
  
  *********************

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