Ace Home Services Reviews (203)
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Ace Home Services Rating
Description: Air Conditioning Contractors & Systems, Heat Pumps, Heating Contractors, Plumbers, Plumbing Drains & Sewer Cleaning, Water Heaters - Repairing, Heating & Air Conditioning, Heating Equipment & Systems Cleaning & Repair, Refrigeration Equipment - Commercial - Sales & Service, Air conditioning & Heating Contractors - Commercial, Air conditioning & Heating Contractors - Residential, Contractor - Water Conditioning, Evaporative Coolers - Sales & Service, Water & Sewer Line Protection, Water Leak Detection, Plumbing - Renovation & Repair
Address: 3321 E. Atlanta Ave, Phoenix, Arizona, United States, 85040
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Our tech [redacted]. was extremely helpful when he came out to give us a quote on coil cleaning. He gave us several options that we could choose from and didnt try to push us into the most expensive option.
He took his time (I didnt feel rushed or pressured). He was very professional and I would recommend this company.
Review: We bought a new system 3 years ago and our service warranty has expired. I received ACE's ad in the mail and decided to try them out for our Fall tune up. Their ad specified that they service all makes and models. I called and scheduled an appointment for Oct 14, 2015 between the hours of 10-1pm. My husband received a call from the dispatcher at around 1040am to say that we were next. At around 1pm we get a call from the repair man stating that he was on his way. By 3:45pm he finally showed up. My husband had to be at work by 3pm and he was now late to work. The repair man took one look at our system and said he could not do our tune up claiming he would void the warranty. This I know is not true. Our warranty states that if we DON'T get it services we could void out the warranty not the other way around. The repair man didn't believe my husband and refused to work. He then left our house. My husband then called ACE and asked for a manager. He was put on hold for 10 minutes and then the lady came back on the phone claiming they left for the day. I then called ACE around 6:30pm and ask for a manager because my husband lost almost a full day of work because of them and I was upset. They said that I couldn't speak to one and that they would tell the manager to call me back when they get in. It is now 8pm and I get a phone call from ACE. The phone call has now woken up my twin 2 month old daughters and 2 year old son that I just got to bed. Completely unprofessional.Desired Settlement: I would like ACE to admit they handled this situation poorly and that their staff behaved unprofessionally. I would then like them to remove from their ad that they service all makes and models which is obviously not true and that their customer service team is A+ rated. We will never be able to make up the money and we lost due to my husband's missed work hours. We are strapped for cash as it is, now thanks to ACE we will have to dip into our emergency savings account to get groceries and gas on his next payday.
Business
Response:
Ace Home Services is in receipt of the complaint. We did contact the consumer the moment the complaint was posted. no matter the day and time we always have a manager available to take a customers call or call customers back. Its out motto be available no matter the day or time. The moment I was informed of the complaint I immediately contacted the consumer regarding her complaint. She then informed me it was to late to discuss. They could have been a confusion in the way our technician represented the warranty to them. We do work on ALL units no matter the make. However, our tech was referring to the extended warranty the customer potentially had with the company that installed the unit. We do honor Extended Warranties through the manufacturer. Because of the issue presented the tune up fee of $29.95 was waived for customer satisfaction that day.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Ace did not admit to their wrong doing in this response. When their representative called me this morning, she apologized up and down and admitted to their wrong doing. This response however does not reflect anything that we talked about over the phone, but I guess I am not surprised that they did not want to put in writing that they messed up BIG TIME. This response was an attempt to blame shift and I am not okay with this. Ace did not contact us the moment we filed our complaint. My husband called them at 4pm and I called them at 6pm. They didn't get back to us until 8pm! They may work 24/7 as a company but it is unacceptable for them to think that calling a customer at 8pm is okay unless it is responding to an emergency call out. Each time we called them, the operator told us that there wasn't a manager on duty. So, to say that they have one ALWAYS available is a lie. We were not confused about our warranty and we told the service man what our warranty entails (we even have paperwork detailing out what our warranty requires). It was Ace's tech that would not listen to the customer and refused to service our system. Since no work was done, I do not see why Ace feels like they did us a service by "waiving" our fee. I would have disputed a charge even if they did try to charge us since they refused service.It was agreed to over the phone that they would come out to the house and perform a FREE tune up on Saturday the 24th between 8-10am. It will be done by a tech supervisor and we are the first call out that day. I fully expect that this service will be completed for FREE and it will be done correctly! I'm fearful of retribution in this case and I will take them to court if their tech harms our system.
Regards,
I have used Ace Home Services for years. I have never
been disappointed with them. I have had two technicians that I have delt with in the last two weeks. Both of them were very helpful and solved my problem. They were both very personable. Cudos to [redacted] and [redacted] for being so professional and answering all my questions. Now I have a nice cool house.
Review: I was contacted my an air & cooling service & I informed them I was with U.S. air, & the assured me that they were one of the companies that merged with them. I was mailed a letter at the beginning of the year informing me that U.S. Air merged with several other companies, but I couldn't remember there new name. After he claimed to be apart of U.S. air I scheduled an appointment first on Wednesday 03/18/15 but ended up rescheduling for 03/20/15. When [redacted] came he told us me I needed a new fan compressor motor & he would include the price in our renewal PM (service contract). I informed him that we have Old Republic & they may cover the part, he told me that they didn't & if they did they would refund my the amount I spent. I said okay he then started & I contact my home warranty just to be sure. He started so fast & I think the reason was because he knew it was included. I called & verified that it was. He went from a price of $589.00 to $500.00 for the service which would include a new service PM/service agreement. When I paid I gave him my home design card/[redacted] credit card that was give to us when we started service w/ U.S. Air. The tech. ([redacted]) told me that they didn't take the card anymore & the finance department wasn't in until Monday. After I investigated some more by contacting the customer service number on the card then they connected me to U.S. Air. I then realized that this guy was lying pretending to be merged with U.S. Air just to make a sale. I contacted the office & they protected this guy & made it seemed like it was my fault & then I contacted U.S. Air to informed them. I was also informed to leave a complaint with [redacted] with I plan to do.Desired Settlement: I understand that services was rendered I am will to pay them only $250.00 & I deserved $250.00 refunded for untruthful services & cheating a consumer.
Business
Response:
ACE Home Services has received the complaint and is actively working to resolve this matter. The moment the consumer contacted our office it was our full intention to resolve this matter without it having to be escalated. I explained to the consumer we never acquired the company mentioned. I also kindly explained that our company logo is clearly marked on our company Truck/van, uniforms and invoices/contracts. The consumer stated she over looked all of that. Upon our technicians arrival the consumer agreed to purchase a motor that was recommended to her due to failure. With the part installation we included a 3 year annual preventative maintenance contract. She agreed to all of this per he signed invoice dated 03/21/2015. Because we installed the part I would like to offer the consumer a refund in the amount of $250.00 which the remain paid would cover the price for the part and the technicians labor. Please notify once the consumer agrees to the refund offered so I can submit the request for refund.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
From the first time they answered the phone, each of the employees (we dealt with 5) were courteous, knowledgeable, and caring.
They handled our needs promptly,provided a proper quote, and knew what they were doing.
The two technicians who did our job each put in a 13 hour day, and did it with a smile!
We spent considerably more money than we had anticipated, but at the end, we felt we received good value and great service for our dollars!
Just had a great visit from two Ace Home Services two representatives, [redacted] and [redacted]! They were such gentlemen and I am very satisfied with the diagnosis on our a/c unit. [redacted] gave gave me all the specific information I needed to send to our insurance agent in order to process a claim so that we can get underway for a replacement for our antiquated a/c unit. They were expedient and polite and I look forward to seeing them when they have approval to install our new a/c unit!
I had Ace Home Services out to my condo for an a/c issue... the unit was running continuously and I was told by another company that I needed to replace 4 or 5 different things to resolve the problem and it was going to cost me $1890.00! I called Ace and from the initial call in to the office it was a great experience for me. They got me scheduled for a 2nd opinion that same day! The tech, Troy, came out and looked over the whole unit and said it was just a capacitor that needed to be replaced... and it was only $154.00!
From the Customer Service rep to the Dispatcher and the Technician, Ace was very professional and was not trying to sell me things that I did not need. Great company and EXCELLENT service! Now I know why they have an A+ rating!
Cool Ace Air arrived on time for our annual inspection. [redacted] was very polite and professional during the entire process. He went over everything with us when the job was completed. We would recommend Cool Ace Air to anyone who needed an air conditioner or furnace. We would also ask for [redacted] the next time our annual service was due or if we had any problems between now and then. We thank Cool Ace Air for excellent service and a great product.
YESTERDAY MY WIFE AND I HAD ACE HOME SERVICES COME OUT TO MY HOME DUE TO A WARM TILE I HAD FELT IN MY KITCHEN. THE DISPATCHER [redacted] HAD NOT ONLY CALLED TO ADVISE WHEN THE PLUMBER WAS ON HIS WAY, BUT ALSO KEPT ME UPDATED THROUGHOUT THE ENTIRE DAY ON THE STATUS FOR MY REPAIR. [redacted], THE PLUMBING SUPERVISOR WAS SENT OUT AND NOT ONLY WERE THEY ON TIME BUT EARLY! I ONLY HAD TO WAIT ABOUT 30 MINUTES AND A PLUMBER WAS AT MY DOOR! THE GUYS CAME, PERFORMED THE REPAIR AND LEFT MY HOME SPOTLESS! I HAVE NEVER HAD BETTER SERVICE FROM A PLUMBING COMPANY IN THE PHOENIX VALLEY. I WILL BE RECOMMENDING ACE HOME SERVICES TO ALL MY FRIENDS AND FAMILY! GREAT JOB ACE!!!! THANK YOU SO MUCH!
The gentleman came out to check my heating system. I have been without heat for more than a week. After checking the heat pump on the roof, it was determined that the thermostat was defective. He replaced it with one I had on hand and stayed around to make sure I had heat. He nicely admonished me for not calling and moving my appointment up.
I've got over 7 years of experience with Ace, buying 2 new a/c units from them 7 years ago. And I was a customer for years before that. Yesterday [redacted] came out to do check and clean the units. I was impressed with his knowledge and professionalism. I renewed my PMA for another 3 years. If you find a company that provides good service you stick with them. I'm sticking with Ace.
[redacted] FROM ACE HOME SERVICES CAME OUT TO FLUSH MY HOT WATER HEATER AND DO A THOROUGH PLUMBING INSPECTION ON MY WHOLE HOUSE. THE HOUSE IS 24 Y/O AND HE SHOWED ME THE THINGS THAT NEED ATTENTION. HE WAS VERY TRUTHFUL & KNOWLEDGEABLE. I JUST CALLED THEM TO COME OUT AND GIVE ME AN ESTIMATE FOR A NEW WATE HEATER AND A/C. THEY ARE MY ONE STOP SHOP!
I bought a Carrier Infinity System after researching countless hours on the noise, install quality, and seer. The installation was perfect and clean and the unit saved me 48 dollars my first electric bill. Thank you so much !!!
Overall great experience. From initial walkthrough and maintenance review by [redacted] to the installation of a new toilet and replacement shower cartridge by [redacted], I was very pleased and fortunate to have chosen Ace Home Services for my plumbing needs. Will definitely recommend and use for any issues (hopefully not too many) in the future.
Ace HOme SErvices is very professional. The technician that came to my home was [redacted]. He was very knowledgeable and great at explaining everything so I was able to understand easily. I felt safe and comfortable.
I would definitely recommend you call Ace Home Services for your heating, cooling and plumbing needs.
Review: I purchased my AC unit from this company in 2007 and have it inspected yearly. However, they continually call me to try and schedule appointments, in spite of the fact that I have asked them numerous times not to call me. They call, but do not leave a message. IDesired Settlement: I want this company to stop calling me. If I had known they would be harassing me for years, I would never have bought from them, and I never will again in the future.
Business
Response:
ACE Home Services has received the complaint and is actively working to resolve this matter. The moment we received the complaint we added the customer to our "Do Not Call List". However, we do request the consumer contact our company to schedule for future services. If you have any questions or concerns feel free to contact me directly at [redacted]Respectfully,[redacted]Customer Service Manager
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I will continue to call the business to schedule services as I have been very happy will their service in the past.Thank you for your prompt attention to this matter.
Regards,
The techs. are nothing but high pressure sales people. [redacted] told me the capacitor had an oil leak and it was below spec. if it is not replaced it will burn the blower motor out the 2nd capacitor was also bad . not true. I was dumb enough to trust and believe him. The cost $175 for the 1st I balked for the 2nd one he said he talked to his boss and only charge me 1/2 price. What a deal. The price on the Genteq capacitor 97F9002
$6.75 plus $5 S/H I realize a profit for business has to be added. My air conditioner motor was making noise on startup [redacted] told me it has to be replaced ASP, he had a unit with him, to replace it $600 I declined.
got three other estimates from $335 to $365. I took the motor off the air conditioning unit,cleaned and oiled the bearings no more noise done the same on the other unit since it worked so well on the 1st.
Oh, I did complain and got a token refund.
Just had to vent my anger after a month, for falling for those kind of business practices.
Their service contracts are worthless.
New to the area like I was, call around You can get better price and service than Ace / Cool Air.
Ace Home Services is the very BEST,
They do our P M 's once or twice a year so we are up and running before the hot summer heat or the cold winter months.
And if there is any problem in between , their TECS come the very same day I call.
I was pleasantly surprised at the quick response after calling Ace Home Services for my non-working home a/c. [redacted], the technician, identified the problem right away and took care of it immediately.
I had ACE inspect my AC under the PMA agreement and they did an outstanding job sending Itay to perform the maintenance. Itay was not only very professional he was knowledgeable on areas of the AC system. He recommended additional services that he explained thoroughly on the reasons I might need it. GREAT JOB!!!!