Ace Home Services

Ace Home Services is refusing to honor their 10-year warranty installed on our roof after we purchased the home. The contractor who subcontracted Ace had to withhold their payment for the unit until Ace returned to reinstall the unit correctly. Now Ace is refusing to fix the unit indicating we did not fulfill their service contract. We never purchased a service contract with them due to a lack of an offer and the quality of service received. We were encouraged to reach out to Ace regarding their warranty on the air conditioning unit, but now we have to hire an attorney.

For the past three years I have used Ace Home Services for my a/c and plumbing inspections. They are prompt, efficient, and knowledgeable. I have followed all their recommendations and have had no issues with the a/c or the plumbing since inception.

ACE Home Services is in receipt of this complaint. We will actively work on resolving this complaint with the consumer. Once we have a resolution we will notify you via email.
Respectfully,
Becky G[redacted]

I was in a bind with no AC and didn't know any repair companies as not from the area. I saw the ACE truck parked along the road and spoke to driver. He arranged repair for next day. He was very professional, knowledgable and efficient and fair. Very happy with the work and quick repair time. I would definitely recommend them and Stuart was great to deal with.

The consumer is correct we never run a credit card without the home owner verbal authorization. That being said, prior us proceeding with the work the technician along side with the service manager did get verbal authorization from the consumer. The $79.95 diagnostics fee quoted wasn't work a regular Maintenance as stated. the initial fee quoted was for a diagnostics to inspect the unit and find the root of the problem since he did call in for a repair. We stand by our previous statement.

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.

ACE Home Service has received the complaint and is actively working to resolve this matter.  On June 15th I spoke the consumer regarding a pricing issue/dispute. She informed me her neighbor got a new unit installed at a much lower price than hers. However, after...

further discussion with the consumer we were able to indentify that the unit her neighbor purchased was the equivalent type of unit she had installed. The consumer agreed the pricing was different because of difference of the unit. In regards to the sheet metal I was not aware of this situation she contacted the Revdex.com prior calling our company. I contacted the consumer after receiving the complaint, she informed me she called a different company out to inspect her unit after our conversation. They informed her the sheet metal/stand installed was faulty and old but additional details we not given. However, ACE didn’t install a new stand we simply installed a twist transition. The consumer had an EXISTING stand and it’s on a FOAMED in roof- if we were to remove the stand from the FOAMED in roof- it would have caused damage to the roof. However, I did offer to the consumer a field supervisor go out and as the diagnosis from the other company. If it’s something we did or might failed to do correctly and was written on the proposal we will gladly rectify it. She agreed to schedule an appointment. However, she was very adamant about the pricing issue still. I told her we would review her concern and potentially address her pricing issue.Our main priority is resolved every issue to were both parties reach a mutual resolution. Once additional details become available I will notify the Revdex.com in writing. Sincerely,Becky G[redacted]Office ManagerOffice:[redacted]

I have been cleaning my own CONDENSER COIL on a regular basis and it is not dirty. I had another A/C company come out the very next day and
they confirmed that my CONDENSER COIL was not dirty and did not need cleaned. The fan motor failed, and was under manufacturer
warranty. If this matter is not resolved within the next 5 business days, by 7-25-2016, my next step will be sending copies of documents and 
my contract to the Arizona Registrar of Contractors.
 

ACE Home Services is in receipt of this complaint. Once we reach a mutual resolution in this matter we will notify the  Revdex.com in writing. thank you

Mr. [redacted] is requesting to cancel his Preventative Maintenance Agreement (PMA) with our company. The way we do the math for the cancellation is the following. There is a cancelation fee of $125.00, a prorate fee and we will also deduct any services rendered at a discount ted rate or no charge to the customer and charge full price.

 

Normal Cancellation math. Mr. [redacted] would have not received a refund.

Invoice

Date

Service

Qty

Unit Price

Total Price Paid

PMA Savings

S-17295

7/23/2012

Diag

1

$79.95

$0.00

$0.00

Variable Speed OEM

1

$1,680.00

$1,176.00

$504.00

Over knighted part

1

$35.00

$0.00

$35.00

$1,794.95

$1,176.00

$539.00

S-58177

7/26/2013

 

PMA Check

2

$250.00

$0.00

$250.00

$250.00

$0.00

$250.00

S-77563

8/29/2014

PMA Check

2

$250.00

$0.00

$250.00

$250.00

$0.00

$250.00

PMA cost

Months

Monthly fee

Months used

Prorate

$1,409.67

60

$23.49

27

Break Down

PMA Savings

$1,039.00

Prorate

$634.23

CXL

$125.00

Total Deductions

$1,798.23

Total Cost

$1,409.67

 

Total Ded

$1,798.23

 

 

($388.56)

Exceeded Refund

 

 

 

 

 

 

 

 

However, I am willing to work with Mr. [redacted] and refund him $263.68

 

Revised offer to Mr. [redacted]

 

Invoice

Date

Service

Qty

Unit Price

Total Price

PMA Savings

S-17295

7/23/2012

Diag

1

$79.95

$0.00

$0.00

Variable Speed OEM

1

$1,680.00

$1,176.00

$504.00

Over knighted part

1

$35.00

$0.00

$0.00

$1,794.95

$1,176.00

$504.00

S-58177

7/26/2013

 

PMA Check

2

$250.00

$0.00

$250.00

$250.00

$0.00

$250.00

S-77563

8/29/2014

PMA Check

2

$250.00

$250.00

$250.00

$250.00

$250.00

$250.00

PMA cost

Months

Months used

Prorate

$1,409.67

60

$23.49

27

Break Down

PMA Savings

$1,004.00

Prorate

$0.00

waived

CXL

$0.00

Waived

Total Deductions

$1,004.00

Total Cost

1409.67.

 

Total Ded

$1,004.00

 

 

$263.68

Refund

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.THIS ISSUE STILL HASEN,T BEEN RESOLVED. ACE HOME SERVICES DID COME TO OUR HOUSE AND AGREEDED TO REDUCE THE PRICE OF ORIGINAL BILL BUT STILL HAVE NOT SENT THR REDUCED AMOUNT TO WELLS FARGO WHO IS FINANCING THE NEW AIR CONDITIONER. NOT ONLY DID THEY NOT STAND BY THEY WORD THEY CALLED ME ON TUES THE 30TH OF JUNE AND WANTED ME TO GIVE THEM A RELEASE FOR REDUCTION BEFORE I REC. THE DEDUCTION. ACE HOME SERVICES ARE THE MOST DISHONEST COMPANY I HAVE EVER DEALT WITH AND DO NOT WANT TO SEE ANYONE ELSE BE TAKEN BY THEM. IF THERE IS ANYTHING ELSE YOU COULD DO IT WOULD BE GREATLY APPREICATED.Regards,[redacted]

Cool Air Ace installed my unit 7 years ago. My understanding was my unit had a 10 year warranty. This was a major factor in my decision to purchase the unit. They (Patrick) came out and said my unit needs a new blower motor which would need the unit to be disconnected for coil cleaning, due to la k of regular maintenance Options were 2200.00 for repair or 6900.00 for and a new unit, given with a condescending and scolding attitude, I said No. Another company repaired it for 492.00 this company is a price gouger and I would never trust them for Anything,!!!!

On the hottest day of 2014, my 17 year-old Carrier A/C system failed. I called ACE. 30 minutes later Tim arrived and quickly diagnosed the problem to a blown start-run capacitor for the condenser, which he replaced in a few minutes. He said the fan motor is getting old and drawing excessive current and would probably not last much longer. Being a mechanical engineer, I knew what he was saying was honest. That impressed me. His professional demeanor caused me to invite him to tell me about a new Carrier heating-cooling system. I was impressed with his presentation. He gave me his card. I said I would call him when the time was right.

Two years later, again on the hottest day of 2016, with the fan making sounds of ‘help’, the capacitor blew again. I grabbed Tim’s card and called him. He immediately answered saying “Tim of Ace Home Services”. That really impressed me. I told Tim that the time was right and I wanted to purchase a new Carrier system. He arrived within an hour. Having done my research, I chose a more efficient 16 SEER Carrier system. The system was scheduled to be installed a couple days later on Saturday, July 2, during the holiday weekend.

The installation crew (Justin & Trey) arrived on time at 7 AM in an attractive ACE van with trailer. They worked diligently for 8 hours with no stop for lunch (very impressive). They were respectful and answered all of my questions. By 3 PM the cool was flowing from the new unit. They gave me a tutorial using the new digital, programmable thermostat. I asked them to test the gas furnace to make sure it was also working properly. The heat worked well.

In the coming days I fell in love with the new system. The much larger and stylish condenser unit outside is super quiet in comparison to the old one. The electronic controlled X10 ramping blower motor in the attic is wonderful. Instead of the old whine when the fan turned on, I hear a slow transition from zero to full speed. Its almost unnoticeable. The digital programmable thermostat keeps the temp perfectly controlled within a half degree at all times. Its a great improvement over the old several degree temp cycle swing of too warm-too cool. Most of all, I love the energy efficiency of the 16 SEER system. Being an SRP Time-of-Use customer, I monitor my energy consumption by the hour. The new system is saving about 15% in energy cost during the hot summer months over my old 10 SEER system, just like Tim said it would.

In conclusion, the quality of installation, system performance, quietness, temperature control are all excellent. I have become an ACE believer.

On March 10, 2016, Mr. M[redacted] purchased and air-conditioning maintenance Assurance plan from Ace Home services, agreement number #[redacted] (See Attached Item Number One) Per Service Invoice #[redacted] (See Attached Item...

Number Two). At the time we clean both evaporative coil and condenser coil's at a cost of $348.11 See invoice referenced above. we discounted this 100% and lieu of Mr. M[redacted]’s decision to purchase the maintenance plan. In Mr. M[redacted]’s complaint he references this purchase of the above mentioned plan and states 24 hour support for his AC when in fact the terms and conditions item number seven specifically States guaranteed emergency service within 24 hours or repair labor is free. Regarding Mr. M[redacted]’s second concerned that ACE Home Services doesn't perform emergency service within 24 seven this is in accurate statement. It is true or general office are open between 8 AM to 8 PM Monday through Saturday excepting inbound customer service call starting at 7 AM until closing and Sundays and holidays 8 AM to 6 PM. After these hours calls are rolled over toward Answering service were customer name address and contact information is collected passed on to the afterhours Dispatcher who logs the calls Who then in turn contacts the customer based on the a certain levels of emergency need i.e. medical related possible damage or like your property or just too uncomfortable to sustain and schedule it accordingly based on the technicians location current role workload and total technicians availability at that time.
 In researching Mr. m[redacted] claim of calling Ace we found he called twice July 27, 2016 at approximately 9:50 and 9:54 PM while on hold had one call ahead of him he was transferred to the Answering service where he chose not to place an order but instead hung up with the Answering service because he could not speak with a customer service representative from Ace directly. Because he failed to provide all contact information were unable to schedule him the next day per the afterhours procedure stated earlier in this correspondence. The next morning at 10:45 AM Mr. M[redacted] called into Ace Home services were he spoke with our customer service representative Rose he was it upset we never showed. We informed him no such notification of his call from the answering service had been sent to us. We knew this to be factual as she was the on call Dispatcher the prior evening all these calls are recorded and available for your review. If Mr. M[redacted] in fact have placed a request with the answering service this operating procedure would have triggered and he would have been contacted for scheduling unfortunately this was not the case. Mr. M[redacted] did request a call back on them from a manager on July 29, 2016 and his call was returned for 11:43 AM but a final resolution was not reached this was Mr. M[redacted]’s last contact with Ace Home services. 
Taking all this into consideration ACE Home Services is willing to refund him on his maintenance insurance plan the total contract price for the three year service was $548.11 services were rendered at the same time for the task number 4200 at $348.11 the quick reference pricey item 3 per the plans cancellation terms any completed work that was discounted under the preventative maintenance contract will be deducted from the refund at full retail price and further reduced by the monthly prorated services rendered. Due to the short period of time that has lapsed since ACE Home Services is willing to waive the prorate condition of this agreement allowing for completed work to deductions this leaves a balance due to Mr. M[redacted] of $200 the reimbursement check has been sent for his review
 I hope this addresses your questions and concerns.
 Respectfully,
Becky G[redacted]
Customer Service Manager

ACE Home Services is in receipt of the complaint.
On 06/21/2016, we were called out for a no cool diagnostics. The price quoted for the diagnostics was $79.95. Upon our arrival our technician diagnosed the unit needed refrigerant, capacitor needed to be replaced, coil needed to be cleaned...

and a start assist was recommended. Based on our protocol we called the Homeowner to approve the work. Once the job was approved, our technician proceeded with the repairs. Upon completion we called the homeowner to inform him the total amount due. He declined paying the amount being charged. As a courtesy we offered a 35% discount he still declined. At this time out technician contacted our service manager to inform him what was told to him. Our technician was instruction to removed the parts installed and evacuate the Freon added. As a courtesy our technician informed the tenant what he was going to proceed to do. There was no reason to enter the home being the condenser is located outside of the home. However, the tenant declined stated she was very hot and needed some type of cooling in the home. She agreed to pay for the repairs out of her pocket. ACE Home Services recognizes this as a complaint. We tried everything we could to satisfy the consumer including giving him a 35% discount at the time of service totaling $348.65 in discounts. I have attached a copy of the invoice for your review. This is a pricing concern and kindly request this complaint be removed. 
Respectfully,
Becky G[redacted]
Office Manager

We no longer own the business. [redacted] owns the business and its customer base.

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,

I researched companies and manufactures to find Ace was top rated by Revdex.com and [redacted]. [redacted] was also one of the best units in the industry with the best reputation. They boasted about the 10 year parts, labor, and compressor warranty that also explained why their prices were higher than competitors. I purchased a new [redacted] through ACE on November [redacted], 2010.

I had my unit serviced 3 times over the past 5 years with 2 of them being performed by [redacted]. I had a problem with my ac not blowing cold air on 5/**/16. Ace came to my house, told me I had a bad capacitor, was going to cost me $350 just for the part, and my warranty was not valid because I did not have ACE service my unit every year since purchase. I saved all my records and asked him to show me in the warranty fine print where it stated I had to have ACE service my unit annually. He couldn’t. However, he said that was what he was told by the office. He felt bad and was not going to charge me for the service call. He also said he would like to cut me a deal but can’t because the office said to charge full price. I was told the capacitor most likely overheated and blew due to dirty coils. Additionally, he could not inspect the rest of the unit or clean anything and that I needed a separate appointment for that and would have to pay more for that as well. He tried to sell me a maintenance plan too. I called to verify with ACE and spoke to Becky the office manager and she confirmed the 10 year warranty was now null and void and they would not cover the cost. I argued with documents in hand and she said she would take it to her supervisors to see if they would cover the costs. In the mean time I need cold air so I paid the price and then researched the issue. I called Becky back 2 times with no answer or response still.

I had [redacted] come out 5/19/** and they inspected the unit and said it was in excellent condition. The coils did not need cleaning inside or out. The Freon was good and temp was in the excellent range. I called around and learned ACE technicians are “commission based” so they are like car salesmen coming to your house. Now I realize why the tech was telling me all his personal heartbreaking stories and how he was a 911 survivor. I was ripped off. I also learned the capacitor most likely only cost at most $50 to $100. This company has no ethics, no honor, and as a vet that served during the first gulf war, I’m disgusted by the lack of integrity and false representation of this company and the technician that came to my house.

I will be filing a formal complaint with Revdex.com, [redacted], and will pepper the internet with my warnings and caution if you ever use ACE as a service company. They did perform a beautiful job on the install, but did so with a hidden agenda to screw me over the next 10 years. I suspect from reading the other comments here on Revdex.com, [redacted], and [redacted] that I was not the only one that fell for their story.

Shawn (spelling?) Was an awesome rep for your company - very friendly, respectful and a joy to talk with. Next time we need service we hope to see him again ??

After carefull review we have determined the following.
Mr. V[redacted], called ACE Home Services under the impression we were the original company who repaired his unit in the past. When he called into our office we agreed to schedule one of our technicians out for a diagnostics. We originally quoted him a diagnostics fee of $79.95 which we waived for him upon our departure and a courtesy to him. Upon our technicians arrival he condemned the unit due to costly repairs and efficiency. We kindly explained that we are not the company he originally worked with and that we simply acquired the companies telephone number and customer database. However, I did explain we didn’t purchase the company as a whole nor their liabilities.
I tried contacting the consumer 2 times last time I called him he stated “I wouldn’t buy a bike from you people” and hung up. He hasn’t provided us with the opportunity to discuss this matter. I would appreciate the Revdex.com intervention and explain this matter to the consumer.
Respectfully,
Becky G[redacted]
Customer Service Manager