ComplaintsforCostello's Ace Hardware

• Initial Complaint

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We ordered a hot tub and installation from *********. We were told that the ground would be leveled prior to installation (have it in writing) and they just dumped sand on top of the grass and put the hot tub at a slant on it. We had a site visit with ********* prior to delivery and the ********* representative at that time they told us it was going to be an easy job, and everything would be leveled prior to installation. They also dropped the hot tub (crashed to the ground) while delivering it to us. Now we are having trouble getting them to fix all this with a solution we feel is acceptable based on what we were told by *********. We just want what they promised us and a hot tub that is level so we can fill it with water.

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/11/09) */ Tub and EZ pad were originally delivered on 10/21. There was issue with leveling the surface. On Tuesday October 25th we contacted the customer discussed the hot tub not being level from the first delivery and put on the pad properly. We worked out a time for us to come on October 29th at 9am to come look at the setup and find a level area for the pad to go on. When we came to customers home On October 29th, we explained how the pad goes onto the ground. Laying the peat gravel down onto the grass to create a level area and then the pad going on top of that. Not grading the actual ground. Also explaining to the customer that even after this was done that a barrier would need to be made around it to ensure it doesn't shift over time. We then scheduled our service team to come back on Nov 1 to move the pad to the level area that was spotted out at your home and re gravel out the pad to make it level. On Nov 1 After that appointment, they were unable to finish and get the pad level and would need to come back at a later date, potentially Friday the 4th of November. After discussing with the customer on the phone about the last appointment and it not being the way you wanted, Nov 2nd the customer contacted us about how they wanted the ground itself graded and leveled. We said we would contact our director and get back to you today. We then contacted the customer around 3pm to see when we could talk about the pad and the customer said you weren't available until 5pm. At 5pm we explained to the customer about how we cannot grade and level the actual ground. So the potential appointment to come back out again this Friday was on hold . we are only able to lay the peat gravel out on the grass to make a level surface and then put the pad on to that. It was offered to the customer that if they would like us to come back out and add the gravel that the service team suggested at the last appointment when they couldn't finish the job on Tuesday we still could. We are unable to do the grading of the actual ground, which is what the customer wanted. We then notified the that if they still wanted to keep the tub they could do pavers or a concrete slab but that work would need to be done by another company as we are not contractors for that type of service, we also offered a refund to which the customer verified with us on the phone that it will be a full refund at the end of the conversation. At this time before making a final decision the customer wanted to consult his wife and then said they would be calling tomorrow morning with a decision. The customer called and decided to return the hot tub which has already happened. A full refund has also been issued already.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A deposit of $950.00 was made on the spa on 2/22/2022 and the balance of $8,555.43 was paid just prior to the delivery on June 20th, 2022. All together the spa was purchased for $9,505.43. Delivery personel pointed out substantial bubbling on the acrylic surface in multiple areas including seating areas. Benita w/ customer service to replace spa within (4) weeks time. It's been (14) weeks and no resolution. Please see attached letter detailing the issue.

  Business response

  10/31/2022

  Business Response /* (1000, 5, 2022/09/30) */ I have personally had a phone call with the customer on 9/29 about his concerns and also sent him an email following our phone call. I have attached the email that was sent to the customer on 9/29 after our phone conversation. The email summarizes the phone conversation that took place. We are wanting to resolve this issue in an amicable way that that is fair to both parties involved. I have let the customer know that we wish to resolve this with him. the customer has stated he wants the tub for cost which is not a fair resolution. He has also stated that he wants thousands off the tub price without given a specific number. Taking thousands of dollars off of his purchase would not be a fair resolution in this matter. We absolutely want to provide the new hot tub for the customer, take care of the cost of reconnecting the electric to the hot tub, and providing 1 year worth of free chemicals to the customer. This would consist of 4 packs of item XX-XXXXX Bullfrog @Ease System Kit and 4 packs of XX-XXXXX Bullfrog @ease SmartChlor 3/pack. This is $460 worth of Chemicals The customer has not provided a specific dollar amount that he is requesting to make him feel happy about the resolution. We would ask for a clear and specific amount request from the customer about what he would like for resolution. Giving the customer thousands of dollars would not be a fair resolution. Also discussed with the customer that if he would like to return the current tub and get a full refund that we would provide that as an option as well. We are very much trying to resolve this issue in a positive manner. Consumer Response /* (3000, 7, 2022/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the managers willingness to rectify this situation now that it's been brought to the BBB. The purchase price for the spa was $9,505.43. With that I expect a spa with no defects. The spa that was delivered to me that we have been told to use and which I agreed to use for the meantime, has considerable bubbling on the surface where we sit and our experience using the spa has been less than enjoyable. We have waiting over (14) weeks for the replacement which we were told would take (4), partnered with unsatisfactory customer service along the way. When the replacement spa delivers I will need to drain the old spa, an electrician will need to uninstall the wiring and reinstall the wiring on the new spa. I then need to refill the spa and add chemicals, test water etc before use. I reject the solution from the manager of covering the added electrician cost and free chemicals. Of course they need to cover the added electrician cost, I would expect that since I'd be out of pocket that amount. I'd also expect more chemicals as they will be needed to get the new spa up to the correct levels. What would satisfy me and make this situation right would be for Ace to do the following. (1) cover the cost of the additional electrical work (2) provide the standard amount of chemicals to get the spa going (3) a refund of 25% to the purchase price. My math puts that amount at $2,376.36 I believe this is a fair solution and all is right in my mind. Business Response /* (4000, 9, 2022/10/10) */ We have already said we would cover the cost of the electrical work needed. This has been previously established. We said we would provide one year worth of Bullfrog Chemicals. We are willing to offer a $500 credit to the customer as good will. We feel this is very reasonable in this situation. What the customer is requesting is unreasonable. Consumer Response /* (4200, 11, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are headed in the right direction. I truly believe a refund of 25% of the purchase price is warranted given the situation, we felt forgotten after we paid $9,505.43 for something that wasn't up to standards, that's a lot of money for people like us who work very hard to make ends meet. Bottom line I was told (4) weeks for the replacement spa....it took (14) weeks a whole lot of effort on my part and a complaint with the BBB to finally get the attention we deserved in the first place. As soon as Ace knew it would be longer than the (4) weeks I should have been made aware of the situation and not to have to chase down answers on a new date and what Ace would do to make this experience right. With that said we don't want to belabor this any longer, please agree to the following and we can put this behind us with no more hard feelings. (1) cover the cost of the additional electrical work (already offered by Ace) (2) one year worth of Bullfrog chemicals (already offered by Ace) (3) a refund of $1,000.00 Once this is agreed too I'd like for Ace to provide a date of when the replacement spa can be delivered so I can line up the electrician. I'll provide the electricians invoice to Ace once the spa swap is complete. Business Response /* (4000, 13, 2022/10/13) */ What we have offered is already more than fair for the customer. No further offer would be avialable. We as a business have taken all surrounding factors into consideration. We have offered solutions that more than rectify an previous issues. (1) cover the cost of the additional electrical work (already offered by Ace) (2) one year worth of Bullfrog chemicals (already offered by Ace) (3) a refund of $500 This offer address each area of concern with the exchange of the hot tub. The customer will be receiving a brand new hot tub. There will be no cost on the electrical changes, there will be no loss of chemicals because we are providing a year supply. We are providing many more chemicals than were previously used. As stated we are willing to also provide a $500 refund as consideration for the delay. We have dates in the coming weeks available to make the tub exhange. Consumer Response /* (2000, 15, 2022/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Let's proceed. I can be contacted at (XXX)XXX-XXXX to line up delivery date and to process the refund.

• Initial Complaint

  02/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased new pellet stove on 9/30/21 from Costello Ace (purchase included removal of old stove & installation of new) for $7,000 with installation for 6 weeks from 9/30/21. Multiple delays by Costello, pellet stove finally installed on 1/21/22(nearly 4 months after purchase not six weeks) but not working as another part needed. Stove part installed on 1/22/22 and finally functional. Pellet stove stopped working on 2/5/22. Trouble-shooting via manual completed by this writer without resolution. Multiple calls to business without return. After more than a dozen calls finally spoke w/Marie @ Costello's, they are unable to fix at this time. Want full refund as despite multiple efforts stove is non-functional.

  Business response

  02/23/2022

  Business Response /* (1000, 8, 2022/02/22) */ ***Document Attached*** Customer did purchase the unit on 9/6/2021 as stated, but as noted on the attached sales order, the customer was notified that this type of unit AT LEAST a 60 lead time. While waiting for the arrival of the unit we were notified of an ongoing delay from the manufacturer and we phoned the customer and spoke to him about this delay on 11/2 that the expected arrival date for the unit was then 12/8. We again received notification on 12/2 from the manufacturer that the unit timeline was delayed again until approx 1/10. Upon receiving the unit we scheduled this installation for 1/21 and installed the unit. Customer called later that day to describe issues with unit functionality and we scheduled to return the next day to address the issues. 1/22 we serviced the unit and unit worked as intended upon our departure. Saturday 2/5 customer called our stove service office, which is open Monday-Friday 8am-5pm, and left a voicemail stating he was having issues with unit functionality. Customer then called our Glen Burnie store imeedaitely following leaving this voicemail and spoke with a store associate who told the customer he would be called once out service department opened on Monday 2/7. Further service was provided on 2/7 and unit operated normally upon our departure. We did a final service on 2/11 to ensure unit was functioning to standard. We have subsequently called the customer to ensure satisfaction and have not received a return call. As you can see we have responded to ever request of the customer and his unit is fully functional. Consumer Response /* (2000, 10, 2022/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The pellet stove is currently functioning. However, the business is not being truthful in their response. Help for service issues is challenging to get and it took a total of six service calls before the pellet stove was normally functional. The $7,000 pellet stove has only been operational approximately 3 out of the 4 weeks I have had it, hardly a display of consistency. At this point, I will re-file the claim if I have further issues and appreciate the BBB investigating. Sincerely, *********

*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. ↩