Ace Fire & Water Restoration, Inc.

We had a new composite deck done. Great work. I was very satisfied with all that was done. Gary and his crew were extremely helpful, knowledgeable and friendly. I would definitely hire them again for any further work I might need.

We were expecting to hear from them but I got nothing thus far. The gentleman that came out seemed to be knowledgeable but didn't really give any indication of when they would be available to do the work, but I assume that it would be fairly smooth. They were on time for the initial. If they don't show up the first time, I will just go with a different company.

We had many problems with this company: 1. The quote we got for the cleaning said "heavy clean" of the walls and ceiling, but apparently all that means is a chemical sponge... It doesn't actually look any cleaner. This was incredibly misleading and deceptive as we were never told that it wouldn't actually look clean after they were done. The "heavy clean" cost over $250 and it literally didn't make the ceiling clean at all. 2. Cabinets, floor, light fixtures, smoke detectors were still dirty after the crew left. Another crew had to come out later in the week to finish. On top of the ceiling still being filthy, this was frustrating that they couldn't do the job on the first time around. 3. I called the owner to express my frustration with the job that was done but he never returned my call. Overall we found Ace to be deceptive and not professional. They couldn't do the job on the first try, they didn't tell us that a "heavy clean" didn't actually mean clean, and the owner still has never called me back. I would not recommend this company.

On the first day after the fire, the board up of our propertyby Ace went fine. The next day when I returned to the house, all our clothes were being removed by a dry cleaning company hired by Ace without my knowledge and before the insurance adjuster had reviewed the inventory of clothing. The cleaning company was told to return to clothing so that the insurance adjuster could assess damages. It turns out that over 30 bags of clothes were considered to be a total loss. If they had gone to the cleaners I would have been charged for all these clothes that were damaged beyond repair. Also that day, repairable furniture was taken by a restorer recommended by Ace. I was not consulted before they arrived. In addition, a rug cleaner arrived and took my rugs to be cleaned before I was consulted. Luckily the rug cleaner did a good job. My furniture is still with the restoration company. Then, a portapotty was placed on the front lawn for the workers. Ace was told by my public adjuster that we would not be paying for that and it was removed after a few days. The packout of my belongings went well and Ace stated that they would be taken to their facility to be cleaned, repacked and stored until I moved back into my house. However, I decided that I would move the packed boxes to my temporary housing as I would be charged for cleaning and storage. If you have a fire, beware. All these charges will come out of the contents portion of your insurance policy. You will still need money to replace the items that were lost and if your funds have been eaten up with these charges, you will have less money to replace your possessions. Several months later, I was contacted by Ace to see if we were ready for them to repair our home. We decided to demolish the house and rebuild. I was told by an Ace staff member that I had signed a contract to have them rebuild. On the day of the fire I had signed a contract that stated that they would repair our home. However, this contract stated only that with no prices or specifications of the work. The Ace staff member attempted to tell me that I was obligated to use them. Again, if you have a fire beware. You do not need to hire the fire restoration company to do your re-building and you should be sure to get estimates from several contractors before hiring Ace. My overall experience with Ace added to the stress of losing my home.

They were very good. If there was any issues, the project manager would come right out and make sure the issue was corrected to our satisfaction.