ComplaintsforAce Handyman Services Annapolis

• Initial Complaint

  02/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired Ace Handyman Services in September 2022 to build a pre-bought shed kit. The quote was $1200. The job was supposed to be completed by 2 craftspeople in 1/2 day. The craftspeople did not complete it in that time. It took approximately 4-5 visits. The shed kit was severely damaged. The shed is not built correctly. There are nails coming through all parts of the shed. The roof is not secure and parts are damaged. The doors were not installed correctly, and one has blown off. There are numerous places where the wood is damaged, and there are many gaps allowing for insects and weather to enter. We have asked the owner to come out and evaluate the damage so that we can figure out a resolution. He refuses to come out unless we pay $1000. We have not made any payments. However, we paid $2000 for the shed kit and approximately $300 for the roofing materials. So we are in the negative at this time, since the shed is unsafe and damaged.

  

  Business response

  02/22/2023

  Ms ********* contracted us on a time and materials basis to construct a shed in her garden. On arrival the shed pieces were lying around and not complete. She also promised to provide assemply instructions which were not there AND when provided the next day, they were the incorrect instructions. This caused massive delays and cost me a whole 4 hours of labour on the first day that was entirely unproductive due to having the incorrect instructions etc.

  It was then established that not only were the instructions incorrect, but the shed was the wrong size per the concrete floor she had some else construct. Now we were asked to "cut the shed to size" (Hence the not perfect walls etc). 

  As the project was already seriously over on time, she asked me to give her a fixed price and knowing that I wanted to complete the job, I said $1750 which she complained about and I agreed to $1250 (Not $1200 as alleged.) We went back and completed the construction of the shed...

  There were a few issues and I said she needs to pay at least half of job cost and we will come back and "pretty it up/make the minor repairs"...she refused any payment.

  Based on her general attitude (she was unwilling to compromise in any way on some payment), I doubted if she would ever pay.

  The matter was referred to our franchisor (ACE Handyman a part of the ACE Hardware group) where their preocedures for dealing with complaints was followed. After their customer service representative exchanged pictures, conversations and emails with the client, our franchisor decided we had dealt with the issue as best as we could and no further action would be required.

  She has now referred the complaint to yourselves.

  As you might be aware we have a very high ****** rating and although most clients are immediately satisfied with our work we do have the occasional client who is not. We normally successfully fix any issues, but sometimes nothing we do is enough.

  I trust our handling of the issue to date shows that we are a responsible business entity and appreciate and exercise good customer service.

   

  Donald G******* - Owner ACE Handyman Services Annapolis

  
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Repair technician was sent to our home to complete a list of minor repairs. Technician was repairing the water disbursement feature on our refrigerator. He turned on the water value to the fridge and documented in his repair notes that the water dispensing feature was not working on the fridge. He then left on the water value to the fridge after noting and documenting that the water did not have an ability to be dispensed properly. The technician's negligence in turning on the water valve and then not turning the water valve off after noting that the dispenser was broken resulted in considerable water damage in our kitchen. The technician's notes confirm that the valve was in the off position when he arrived at the home and he turned the water valve on. He noted his awareness that the water dispensing feature was not working but still left the water in the on position causing severe water damage in our property solely due to the technician's negligence. We contacted the business several times attempting to arrange for support in repairing the property due to the technician's negligence. The same technician (Chris) returned to the property to turn back off the water valve and to confirm that the water damage was caused by the water valve to the fridge being left in the 'on' position. We also had two separate plumbing companies examine the damage at the property to confirm that the damage was caused solely by the repair technician Chris turning on the water valve to the fridge and leaving it on even after confirming there was not an adequate way for the water to dispense. The business assured us that they would help repair the damage through their insurance policy but will not engage with our home insurance agency to help cover the damages. The case has been with the Subrogation Department of our insurance agency (************************** Subrogation Agent ************) since the incident occurred in June 2022. The company has since refused contact.

  

  Business response

  01/01/1900

  Business Response /* (1000, 5, 2022/12/15) */ This client did not ask us to repair their refrigerator. ACE Handyman Services Annapolis does not and never has done appliance repair. The client asked us to do various small jobs around their rental property: trouble shoot a sump pump, an outlet in the guest bedroom, latch on a door, turn on gas to fireplace and "turn on water valve for kitchen refrigerator" (This is directly out of the job card, I have an audit trail.) We were never contracted to "repairing the water disbursement feature" as noted in the complaint. Again, we don't do appliance repair. All these jobs were completed and never paid for by the client. In fulfilling the customers request to open the wall valve to the kitchen refrigerator the craftsman observed that the water wasn't coming out the dispenser and as a courtesy to the client he told informed them of this fact. At that time there was no sign of a water leak. (I say again, we were not contracted to do any appliance repair and have never done appliance repairs. Our craftsman do not have the required skills, training or licencing. The correct functioning of the appliance is not our responsibility.) Several days later we received a call from the client to ask us to switch off the water as the refrigerator was leaking. Our technician immediately stopped another job he was on and went to switch off the water. This service was never charged for but should have been added to the original invoice. The client (who still hadn't paid for any of the repairs done), contacted our office about the incident (water leak). We didn't believe we were responsible for a clients malfunctioning appliance so we referred the matter to ACE Handyman Corporate office for advice. We jointly came to the conclusion that it was not our fault or responsibility and hence we were not liable. (We do not repair appliances and it is the clients responsibility to ensure their appliances are working correctly.) This was communicated to the client and their insurance company and at no time did we accept liability. I have spoken to Mr ******* of ******************* on numerous occasions and have never changed my response. We are not liable for this issue in any way. I would like this issue closed out once and for all and it would be nice if they were to pay their outstanding invoice of $285 plus the fee of $12 the bank charged us when they cancelled their check. Sincerely Donald G******* Owner: ACE Handyman Services Annapolis Consumer Response /* (3000, 7, 2022/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's unfortunate and disappointing that the business continues to not take ownership over the damage they caused in our home. We request for the BBB to support us through arbitration or mediation with the business to resolve this issue. If the business was unable to examine/work on an appliance, they should have stated that fact and declined to touch the fridge. The fact is that the fridge never had an issue prior to the technician coming to our home and has not had an issue since the technician reversed their work on the fridge. When speaking directly to the technician over the phone after the job was complete, he reviewed the work he performed on the fridge and never noted the potential risk of a leak. If he had, we would have called another technician to help resolve the issue ASAP. There is clearly a misalignment between the work the company was comfortable performing and what the technician actually executed during his visit. We adamantly stand by the assessment that an issue did not exist before the technician visited the home and no further damage has been caused after the technician's work on the fridge was reversed. If they weren't comfortable with touching an appliance, they never should have touched our appliance. This is a clear case of negligence, and we will pursue this issue until it is resolved. Again, we request of the BBB to support us through this process as we trusted this business to complete their work as a credentialed, licensed company. It's unfortunate that they would take advantage of a young military family only seeking to correct the damage caused by their technician. BBB: We appreciate your support and guidance as we continue to navigate this issue.

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