Herald Standard

We are very sorry to hear about your cut in hours at work We do always try to work with our customers This was a custom ordered window made for you It can not be returned to the manufacturer It is already in the manufacturing process By law in New Jersey homeowners have business days to cancel a contract that was sold at their home We will be more than happy to install the window as agreed upon and work up a payment plan for you if you like If you cancel then you are in breach of contract and will have to forfeit your deposit to help pay for the cost of the window We will let you out of the contract at that time Again we are very sorry about your cut down in hours but I do not agree with you that Ace should pay for your window that you canceled because we have a contract Please advise on what you would like to do

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meI apologize for any inconvenience to ACE and I look forward to having the work resolved as we discussedI appreciate the prompt response from ACE I want to note that they were very professional and courteous in handling my complaint Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: MrF response was as expectedNo accountability for the poor customer service they render and a complete redirection of blame as well as implicating that their was a preconceived plan to bilk ACE out of the payment for the windowI grow weary of such slight of hand contractors and I refute each of his claims because he carefully edited the facts eliminating pertinent facts in a feeble attempt to absolve him and his mismanaged company from the unsatisfactory way in which this entire project was handledI will fight this in court if necessary and have no intention of making any payment until the correct window with proper sized grids that match all the windows on that FACING SIDE MATCH AND THE WINDOW IS STRAIGTHEN OUT TO ELIMONATE THE BOW in the center of the window I realize when dealing with a business that lacks professionalism and integrity it becomes a game of he said she saidI propose that an independent examiner come to my home and look at the poor job and share his findings as a wake up call to MrF who is either mentally challenged or visual acuity impaired or, my thinking, a corrupt unethgical business man who cares only for lining his pocket at the expense and mental stress and anguish of customers who trust him to provide the quality work he professes to deliverMrF has conveniently left out many pertinent details and facts because he knows that they did a sloppy incompetent job and he would rather take the low road and distort the facts which I have documented with photo's and recorded documentsI will answer each of his misleading comments in another email because I have only minutes to type and submit the above and I do not want anything deleted Regards, [redacted]

Mr [redacted] 's project was completed exactly as contracted His signed contract states that we were going to cover his soffits/eaves with T4" center-vented vinyl soffit material This material is standard in our industry and commonly used on NJ homes It was designed to give homes adequate attic ventilation, in conjunction with a proper exhaust system (e.gridge vents, static vents, etc.)Mr [redacted] 's statement has no basis or validity The material used is not blocking his pre-existing soffit ventilation We even added more aeration by creating additional openings in his soffits The frost formation, that he says he sees, in his attic is due to an airbypass, or humidity trapped in his attic This can most likely be alleviated by installing an attic fan with a buihumidistat The problem has nothing to do with his soffit vents.This complaint was filed prematurely by Mr [redacted] We were already in the process of making a mutual agreement with Mr [redacted] to install additional vents in his soffits He would provide the vents and instruct us on the desired spanning of the vents and we would provide the labor at no charge See the letter attached dated February 13, Ace Home Improvements is going above & beyond to satisfy Mr [redacted] and collect payment for the job that was completed Please see the attached contract & pictures of Mr [redacted] 's house showing that all of the work was performed exactly as it was expressed in his contract Thank you, [redacted]

AS a third generation owner of Ace Home Improvements, I was very disappointed to read this customer complaint As soon as I read this complaint, I contacted Dan, in my office, and [redacted] immediately [redacted] called Ace Home Improvements on this past FridayDan and I were out of the office on Friday attending an EPA lead paint training Unfortunately, Saturday is a short work day for us, and we were unable to return his call [redacted] filed this complaint either on Saturday or Sunday, without giving us more than a day to get back to him I understand his frustration, but I feel this complaint was prematurely filed without giving us enough time to resolve this issue or at least speak with [redacted] I did speak with [redacted] on Monday, after I received this complaint via email on MondayI assured him that we were taking his concerns seriously, and that it would be fixed a.s.a.p On Monday, Danny called [redacted] , and went to his house to check it out I agree with [redacted] that the work was not done professionally, and will definitely be redone to his satisfaction I have no problem crediting his credit card, it was mistakenly charged for the balance My installer told my office staff that the work was done and that it was OK to charge the credit card, but he did not have [redacted] 's permission After speaking with [redacted] , we agreed to keep the charge as is and just fix the issue as originally contracted In my opinion, this is just a lack of communication Had we had a chance to talk this complaint would never of been filed Ace Home Improvements prides itself on performing quality work I am in full agreement with [redacted] that the repair work performed by Ace was not done to the high standards of our company and needs to be redone It will be redone this week

Complaint: ***
I am rejecting this response because:Prior to the vinyl soffit installation I did not have frost in the atticI am acutely aware of the damage insufficient attic ventilation causes as I went through considerable expenditures in the past repairing damage to roofs and gutters on my previously owned propertiesWhen I had this home built I made it a priority to make sure my attic had sufficient ventilation for winterand summer conditionsMy soffits had 1180sqinches of Net Free Vent Area (NFVA)The attached garage had 156sqinches of soffit NFVAOver the years I periodically checked the attic early in the morning for frost when temperatures were between and degFand there never was any frostWhen I observed Ace Aluminum's installation of the vinyl soffits I immediately expressed my concern (to no avail) the existing vents were being covered and blocked by the solid (unperforated) portions of each vinyl soffit panelThe attached copyof the letter of Jan23, to Ace Aluminum will reflect that. The installer cut only six additional holes on the front side of the attached garage and no place elseThose additional holes above each inch section of perforated Tcreated lessthan a total of 12sqinches of NFVAWhile at the same time blocking with the solid sections the six preexisting 16"x4" louvers that provided a total of 156sqinches of NFVANo additionalholes were cut anywhere on the house portionThe installer removed the preexisting louvered vents on the houseHowever, most of the openings were then blocked by the solid portions of the vinylThe remaining openings which coincided with perforated sections of vinyl were reduced to approximately 2sqinches each of the preexisting sqinches of NFVAThe average soffit overhang on my house is approximately inches(The approximate NFVA per lineal foot of Center Vented Tis approximately 2sqinches according to the manufacturer's specifications) I went up on the ladder and using a stiff thin wire probed each perforated section of Ton the main portion of the house and found only perforated sections of the Twith an opening above themThus rendering the present 82sqinches of NFVAThe remaining are blocked by solid plywood above and not supplying any ventilation to the atticThe vinyl panels with their raised ribs are mounted snugly against the plywood soffit not allowing air to flow sideways to nearby openings and to the atticThat is a 93% reduction of preexisting NFVA of 1180sq inchesThis is a violation of Chapter Secthe New Jersey Edition of the International Building Code regarding minimum residential attic ventilation requirements for a given attic floor areaMy attic is approximately sqfeetThe attached pictures of the attic frost confirm my claimThe frost is a new condition as there is no dark discoloration of the wood which would indicate a long standing conditionMr***'s suggestion of installing a power fan with a humidistat is ridiculous and indicative of his and/or his advisers' questionable grasp of the issue at handIf a power fan was utilized with such a small amount of air intake at the soffits it would create negative pressure (vacuum) in the attic and pull conditioned air from living spaces in summer and winterThe utilization of a power fan requires more soffit air intake than passive ventilation and not lessIt is by no means remedy for insufficient soffit intake ventilation and its resultant symptoms.See attached pamphlet detailing proper attic ventilation and its importance.The frost formation only started after his installation of the vinyl soffitLogic dictates the installation of the vinyl is the new factor here and should be corrected as suchAce Aluminum's application of Center Vented Ton my house is one part of the problemThe other part is their failure to cut away a continuous opening in the plywood soffit materialEven then, when the NFVA of the Tmaterial used by Ace Aluminum on my house is calculated it renders only 272sqinches of NFVA on the house portion aloneA far cry from the preexisting sqinches which is vital to provide sufficient attic ventilation on this particular houseObviously the wrong material for the application at handAce Aluminum should have recognized and taken into account the preexisting amount of ventilation and selected the appropriately rated material and proper installation technique so as not to interfere with the preexisting ventilationAce Aluminum completely disregarded my preexisting ventilation which was in plain viewAt that time I had no familiarity with the materials Ace Aluminum proposed to useTheir “one fits all” policy is at the root of the problemI relied on their implied competence to select the proper materials and perform the job correctly without any adverse effectsThe complaint is not premature as I filed it only after receiving Mr***'s letter with unacceptable preconditions. In the letter Mr*** expressed his reservation about the procedure and stated I would be responsible for any labor costs exceeding eight hoursTherefore, I have concluded that this is no longer feasibleFrom the beginning of this dispute Ace Aluminum has not initiated any tangible resolution to rectify the damaging condition they created in my homeTheir stance has been and is to deny and refuse to correct the problem as is reflected in Mr***'s letter and his reply herein to my complaint.Recently I consulted with several contractors regarding this problem and it was suggested that the plywood soffits should have been removed and vinyl Twith "Hidden Vents" or equivalent ventilating properties should have been used to preserve the preexisting soffit ventilation. The received estimates considerably exceed the contractual balance of $as it necessitates removal and disposal of the existing vinylTherefore, I want ace Aluminum to redo the job utilizing materials and techniques that will provide at least the preexisting level of soffit ventilation of 1080sqinches of NFVA or be released from the contract I can hire another contractor to have the problem corrected.
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
there was no mention at all about cancelling in three days on bill of sale.  this is not good business.  i am not doing business with the manufacturer.
Regards,
[redacted]

We are responding to Mr. [redacted]’s complaint. Here is an accurate account and response to his claims:A contract for window replacement in the amount of $1,300.00 was in fact signed on 03/08/16.  Mr. [redacted]’s contracted for a large picture window (without grids) and two double hung flankers with...

internal grids (see attached contract).On 05/27/16 Mr. [redacted]’s windows were installed.  There were some interior wall and trim repairs that needed to be done in addition to the standard window installation.  We explained to Mr. [redacted] that we would schedule another employee to come back at a later date to perform these repairs.  Our window installer cleaned up as usual, and no “mess” was left behind.  We did subsequently send someone back to perform the interior repairs.Several days later, Mr. [redacted] contacted our office to tell us that he discovered a slight blemish in his picture window glass.  He spoke to our employee Rich, who advised Mr. [redacted] that we would get be able to replace his blemished glass at no charge.  Rich asked Mr. [redacted] to email us a photo of the blemished glass, which he did in fact do.Several days later, Mr. [redacted] again phoned our office and told Rich that he now decided to add grids to the picture window. Rich advised Mr. [redacted] that the grids were not in the original contract, and that it would be difficult to get the manufacturer to agree on replacing a faulty window sash with another option added to the glass.It took some time and effort on our part, but eventually our window manufacturer agreed to send us a replacement sash with the internal grids. On 06/03/16 we sent our installer to Mr. [redacted]’s home to install the replacement sash.When contacting Mr. [redacted] for final payment, we were now being told that he wasn’t pleased with the configuration/alignment of his grids! (remember, the picture window wasn’t supposed to have grids in it to begin with!).  Several phone & email exchanges occurred between Mr. [redacted] and our office, which subsequently led to Rich’s visit on 08/29/16.  Rich inspected the grids on the picture window, which were perfectly symmetrical and lined up with the grids in the double hung flankers (see photos).  Rich confirmed that the windows were in sound condition and that the grids looked fine. He further assured her that the windows are fully covered under manufacturer warranty, in the event that they should fail.Mr. [redacted] was contacted several times for payment, but was still very reluctant and refusing to pay his invoice.  On 11/29/16 I called Mr. [redacted] to again remind him of his outstanding balance.  The purpose of my phone call was simply to collect payment for a service rendered to Mr. [redacted].  My phone call somehow infuriated Mr. [redacted] and prompted him to contact the Revdex.com to file a complaint.Mr. [redacted]’s complaint to the Revdex.com and his actions have no merit, and are somewhat baffling to me.  First, he is making a claim on a picture window that wasn’t supposed to have grids in it to begin with. Second, he cancelled his credit card deposit, which means he has paid $0 for his windows.  Mr. [redacted] got new windows installed.  There is nothing wrong with these windows.  His windows are covered under manufacturer warranty.  It appear as though Mr. [redacted]’s goal from the onset was to get some free windows!We appreciate the Revdex.com’s involvement in this matter.Thank you,Dave F, OwnerAce Home Improvements

We are very sorry to hear about your cut in hours at work.  We do always try to work with our customers.  This was a custom ordered window made for you.  It can not be returned to the manufacturer.  It is already in the manufacturing process.  By law in New Jersey homeowners...

have 3 business days to cancel a contract that was sold at their home.  We will be more than happy to install the window as agreed upon and work up a payment plan for you if you like.  If you cancel then you are in breach of contract and will have to forfeit your deposit to help pay for the cost of the window.  We will let you out of the contract at that time.  Again we are very sorry about your cut down in hours but I do not agree with you that Ace should pay for your window that you canceled because we have a contract.  Please advise on what you would like to do.

Mr. [redacted]'s project was completed exactly as contracted.  His signed contract states that we were going to cover his soffits/eaves with T4" center-vented vinyl soffit material.  This material is standard in our industry and commonly used on NJ homes.  It was designed to give homes...

adequate attic ventilation, in conjunction with a proper exhaust system (e.g. ridge vents, static  vents, etc.)Mr. [redacted]'s statement has no basis or validity.  The material used is not blocking his pre-existing soffit ventilation.  We even added more aeration by creating additional openings in his soffits.  The frost formation, that he says he sees, in his attic is due to an airbypass, or humidity trapped in his attic.  This can most likely be alleviated by installing an attic fan with a built-in humidistat.  The problem has nothing to do with his soffit vents.This complaint was filed prematurely by Mr. [redacted].  We were already in the process of making a mutual agreement with Mr. [redacted] to install additional vents in his soffits.  He would provide the vents and instruct us on the desired spanning of the vents and we would provide the labor at no charge.  See the letter attached dated February 13, 2015.  Ace Home Improvements is going above & beyond to satisfy Mr. [redacted] and collect payment for the job that was completed.  Please see the attached contract & pictures of Mr. [redacted]'s house showing that all of the work was performed exactly as it was expressed in his contract.  Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because: Mr. F response was as expected. No accountability for the poor customer service they render and a complete redirection of blame as well as implicating that their was a preconceived plan to bilk ACE out of the payment for the window. I grow weary of such slight of hand contractors and I refute each of his claims because he carefully edited the facts eliminating pertinent facts in a feeble attempt to absolve him and his mismanaged company from the unsatisfactory way in which this entire project was handled. I will fight this in court if necessary and have no intention of making any payment until the correct window with proper sized grids that match all the windows on that FACING SIDE MATCH AND THE WINDOW IS STRAIGTHEN OUT TO ELIMONATE THE BOW in the center of the window.  I  realize when dealing with a business that lacks professionalism and integrity it becomes a game of he said she said. I propose that an independent examiner come to my home and look at the poor job and share his findings as a wake up call to Mr. F who is either mentally challenged or visual acuity impaired or, my thinking, a corrupt unethgical business man who cares only for lining his pocket at the expense and mental stress and anguish of customers who trust him to provide the quality work he professes to deliver. . Mr. F has conveniently left out many pertinent details and facts because he knows that they did a sloppy incompetent job and he would rather take the low road and distort the facts which I have documented with photo's and recorded documents. I will answer each of his misleading comments in another email because I have only 30 minutes to type and submit the above and I do not want anything deleted.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I apologize for any inconvenience to ACE and I look forward to having the work resolved as we discussed. I appreciate the prompt response from ACE I want to note that they were very professional and courteous in handling my complaint. 
Regards,
[redacted]

AS a third generation owner of Ace Home Improvements, I was very disappointed to read this customer complaint.  As soon as I read this complaint, I contacted Dan, in my office, and [redacted] immediately.  [redacted] called Ace Home Improvements on this past Friday. Dan and I were out of the...

office on Friday attending an EPA lead paint training.    Unfortunately, Saturday is a short work day for us, and we were unable to return his call.  [redacted] filed this complaint either on Saturday or Sunday, without giving us more than a day to get back to him.  I understand his frustration, but I feel this complaint was prematurely filed without giving us enough time to resolve this issue or at least speak with [redacted].  I did speak with [redacted] on Monday,  after I received this complaint via email on Monday. I assured him that we were taking his concerns seriously, and that it would be fixed a.s.a.p.  On Monday, Danny called [redacted], and went to his house to check it out.  I agree with [redacted] that the work was not done professionally, and will definitely be redone to his satisfaction.  I have no problem crediting his credit card, it was mistakenly charged for the balance.  My installer told my office staff that the work was done and that it was OK to charge the credit card, but he did not have [redacted]'s permission.  After speaking with [redacted], we agreed to keep the charge as is and just fix the issue as originally contracted.  In my opinion, this is just a lack of communication.  Had we had a chance to talk this complaint would never of been filed.  Ace Home Improvements prides itself on performing quality work.  I am in full agreement with [redacted] that the repair work performed by Ace was not done to the high standards of our company and needs to be redone.  It will be redone this week.

Review: My mother ([redacted]) receives the Herald Standard Newspaper and her account number is [redacted] I am her daughter and her Power of Attorney and because she is 89 years old I have been taking care of her financial affairs. She lives in West Brownsville, PA and I live in Murrysville, PA. A a bill was mailed to my mother's address and her mail is currently being forwarded to my home because I am in the process of changing her address to mine so that I can manage all of her bills for her since she cannot. I attempted to call this business on 4 different occasions, so that I could make the address change. The phone answers and all of the calls are routed into a automated phone system. I left a message on at least 2 different occasions and my calls are never returned. I called once and received an operator who switched my call to customer service and again my call was routed into a automated phone system. I paid the bill by sending a check to the Herald Standard.com, Pay-By-Mail Department, P.O. Box 8, Beaver, PA 15009. Now the motor carrier has presented my mother with a bill which I believe is that same bill I had already paid for but I will have more information once the bill has been sent to me from my mother. Still have not been able to speak to a human being or have my phone call returned by one!!!!! Bad business practices!Desired Settlement: I would like this company to answer their phone calls by a human being and address any matters that need to be taken care of accordingly. In my case, I would like to have my mother's address changed and her current circulation pay-by-mail account rectified since a check was already sent with a copy of her bill by mail as per their instructions.

Business

Response:

June 11,2014