Ace Heating & Cooling, Inc.

To Whom It May Concern,   Our company Ace Heating & Cooling was contacted through a personal acquaintance to help a customer of his company. The customer (Mr. [redacted] wanted annual maintenance and to install a Nest Thermostat. Upon arrival on May 5th 2016 to Mr. [redacted] home our...

technician preformed the annual maintenance on both his furnace and air conditioner. He also discovered that there was never any power/communication wires run from the furnace to the current thermostat thus making it almost impossible to put in the requested Nest thermostat. At that time our technician informed Mr. [redacted] of the findings and options (Wireless Honeywell IAQ Thermostats or to tear out part of the finished basement to run wires).             On May 10th we returned to install the IAQ Thermostats. At the time of install both AC and thermostat were operating correctly. We returned two days later to configure Mr. [redacted] system to the Honeywell app, which was not working the day of install. November 18th we received a call from Mr. [redacted] saying the house was not heating to the temperature set on the thermostat. When we arrived it was discovered that the temperature sensors kept loosing connection to the thermostat causing the furnace to stay at a base temperature. This situation was temporarily alleviated by simply setting the thermostat for a higher temperature causing the thermostats base temperature to be at a comfortable level (70-75 as desired).   We let Mr. [redacted] know that we needed to get in touch with Honeywell to troubleshoot the issue and determine why the sensors keep loosing communication and that we would be in touch.             With the holidays it caused a delay in communication with Honeywell but we eventually got the answer from Honeywell they were unclear as to why it was happening and the solution is to run communication wires from the thermostat to the sensors. On Mr. [redacted] approval Dec 8th our technician tried to run the communication wires but found that studs we placed horizontally in both locations not allowing the wire fish tape to run without tearing out those sections of drywall and drilling through those studs. Once again we were back to square one, no closer to a solution.             I myself contacted our supply house for any solutions I could possible get for Mr. [redacted]. After multiple discussions with both my representative and Honeywell we were able to find a more advanced thermostat that would solve both the communication issues and still work with the app as promised.  We were again delayed due to the holidays but on December 30th we installed the new units, tested and retested them, and were able to cover the small holes we made with previous attempts with the new units.             In conclusion, we have made every attempt to rectify the unfortunate situation and keep Mr. [redacted] as a customer. In total we made eight service calls to Mr. [redacted] home, all of which we did not charge for, or did he ever go without heat or cooling. We even left the IAQ with Mr. [redacted] should he ever do any remodeling and be able to use them. If you have any questions, comments or concerns please feel free to call me at [redacted]. Should you require any invoices, GPS vehicle tracking or call logs, please forward an email address for us to send them to.      Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: This business never once in their response mentioned the vulgar language he used towards myself or my wife and the destruction of goodwill to our home and abilities to stay comfortable in our own home
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: he called me a coward and he called my wife "a pain in the as." is that not vulgar language? is this how you talk to clients? he also threatened to make me an example in court and destroy me financially. honestly this business should be slapped with a fine. the fact that he repeatedly serviced my home means nothing b/c nothing was accomplished until the last visit. why would you charge a client anything for work that was never completed? 
Sincerely,
[redacted]

To Whom it May Concern,                 Our company did not reference said “vulgar language” because it has no precedence on the quality of work/completion of work. Yes, I do not deny that a conversation became unprofessional, but never did it overstep my first amendment. We have gone over and above to satisfy this customer and we have completed the job despite all the drawbacks explained in the first letter. I will gladly provide a list of local HVAC providers for any future needs of the customer. If you have any other questions, concerns or comments please feel free to call our office at ([redacted]   Sincerely, [redacted]

Ace Heating and Cooling. Very Honest, Terrific Service and Knowledge.
Inspected my cooling system and told me no need to change part. No charge for service on this call. They installed vent for bathroom at a very reasonable price. Very well done and done in a timely manner. Will have them back again for sure. Very friendly and answers calls in a very timely manner.
I highly recommend them !!!