Ace Home Services

ACE Home Services is in receipt of this complaint. We are actively working on resolving this matter. Once we have a final determination and reached a mutual resolution with the consumer we will notify the Revdex.com in writing. In the mean time, if you...

have any questions or concerns feel free to contact me directly at ###-###-#### ext: [redacted]. Respectfully, Becky G[redacted] Customer Service Manager

To whom this may concern: This letter is in response to your letter dated March 16, 2016. In your letter you outline a formal complaint from Ms. L[redacted]. In the complaint she stated several issues including but not limited to the following:·       Her air conditioning unit broke down mid season causing fish and plant to die·       We never fixed the problem from day one·       Technician offering a maintenance assurance plan·       Customer satisfaction overall After reviewing her account in detail I have determined the disputed amount due to her will be denied on our behalf for the following reasons: The [redacted] contacted our company to provide them with an estimate on replacing an existing 3 ton unit. Our estimator went out to the property and provided her with the estimate for the 3 ton replacement unit. At the time the quote was approved. We proceeded with the installation of the 3 ton unit.  Ms. L[redacted], contacted our company notifying us of the issues she was noticing after the installation. We sent technicians out to inspect the unit every time within hours of her call into our company.  We determined the unit installed was undersized for the home. She in fact, needed a 5 ton unit not a 3 ton as originally requested/approved by the [redacted]. Out of good faith we agreed to remove the 3 ton unit, replacing it with a upsized 5 ton unit at no charge to her. On May 5, 2015, a year after the installation we received a call from Ms. L[redacted] stating her unit wasn’t working. We scheduled for a technician to go out and diagnose the unit that same day. He got the unit working properly. I spoke to Ms. L[redacted] today regarding the situation/complaint. She informed me that on May 5, 2015 when she called for the service call she had just arrived from a month long trip. She also stated she found her unit not cooling; her fish and plants were dead. I asked Ms. L[redacted] if any was watching over the home and pets while she was out. Mr. L[redacted] informed me that in fact her neighbor was watching the home feeding the fish and watering the plants. She did mention her neighbor informed her; the home was hotter than normal. However, because she was out of town she didn’t contact our company to inform us the unit wasn’t working. Once again a few days later the unit broke down. We schedule a technician to go back out and diagnose the issue. There was no issue found at the time. However, because the unit was over a year old our technician recommended a preventative maintenance agreement. Ms. L[redacted] agreed to purchase the 3 year agreement to maintain the unit and not void any manufacturer warranties if there would be any lack of maintenance. She stated our technician informed her she needed to “wait for the repairs we have customers over 25 years that come first”. I can’t deny that fact this way said or not said. However, I can say all of our customer service representative, technicians and overall Employees are trained to treat our customers whether new or existing with the same high quality customer service and workmanship. After all, ACE is Always Committed to Excellence. If at any given point she felt threatened, mis-understood or we might have offended her in any way shape or form please on behalf of ACE Home Services do accept our most sincere apologies. I asked Ms. L[redacted] if her unit was working fine at the moment. She stated there is no current issues with the unit at all. But that she felt it wasn’t the best of the best. I offered to schedule for out Install Field Manager Harold to go out and personally inspect the unit she declined stating there is nothing wrong with the unit. She terminated the call and I have since tried to make contact with her and no avail.

In January 2011, my wife and I bought a 9-year old home in Mesa. Ace Home Services (formerly Ace Air Conditioning) called and talked us into having their maintenance tech clean and check out our AC. After cleaning and inspecting our AC, he told us both compressors needed replacement and both ACs were at the end of their service life. He said we needed to replace them immediately to avoid major problems! An Ace sales rep called two days later and convinced us under high pressure that we should sign a 10-year maintenance contract, which would cover the current inspection. He continued the high pressure to buy two new ACs.

Because of the replacement cost, we called for a second opinion. The second company said there were no problems with our ACs including the compressors.

I called the ACE Air office manager and complained about the high pressure to buy he service contract and to buy two new ACs. I also told her the results of the second opinion. I demanded cancellation of the maintenance contract and a refund of the unused monies. She agreed to both demands, and said Ace Air would cancel the contract and refund the unused funds. I called back in two weeks and again four weeks later and she said the same thing, but still no check. I filed a Revdex.com complaint, but heard nothing!

This morning, I received a robo call on my cell phone (which I understand is against the law) from Ace Home Services wanting to know if we needed AC service. The robo call ended by saying that if I did not want any more calls to provide my telephone number and state that I wanted no more calls. I followed the directions recording my cell number and requesting for no more robo calls.

At approximately 5 pm this evening, I received a call from a "live" Ace Home Services service center rep wanting to know if we needed AC service. I condensed the above and told him to never call again. I also told him I had left my number and requested no more calls, He said they don't monitored their voice mail very often!

My wife and I renew our request to ACE to refund the monies from our cancelled service contract as promised by the Ace Air office manager in 2011!

I can't say enough about the service I received from Ace Home Service . Had problems with my carrier ac . Tech#[redacted] Tim was great. He worked very hard to solve the problems with the unit. I would recommend this company to everyone with a heating or air problem.

Once The ACE Home services contacted me to obtain a credit card before they diagnose the air-conditioning, I had repeatedly asked and requested that I am the owner and before any repaired I needed to be contacted for approval. I was assured that there won't be any work done unless they have my aproval. my intention was if it is just a regular maintenance that they price 79.95 then it would be ok with me but anything more than that I had home warranty people coming the next day. I was not contacted insert they say the tenant got the ok which that would have been very much expected from any tenant if they were asked even if they need a new air-condition system. that s why they suppose to contact me, that why they obtain my credit card and that is my property. I was told by tenant the repair man forced himself into the house and based his anger attitude they were afraid that he would do more damage to system. This company is liable for letting their employee force himself into the house and creating the who situation by not following the protocol and instruction.

Dear Mrs. W[redacted], this company Ace has caused my grandchildren & I lots of hardships sitting in this house sweating & sweating. As you know no one can live in AZ without an AC. Why did we have to ? Because this company did not do their job right & it would be to expensive to fix? Ace made the mess so they should fix it. There is no excuse for this. Why was I treated this way? I paid for my warranty. First of all, All the Times that I called this company to let them know there was something wrong with my AC. No one could find the problem so they totally ignored me. Then when they found the problem they never came back after that.  Never got at least a courtesy call letting me know anything. Even a letter anything. It took them this long for them to contact me or was it because, I reported them to  Revdex.com. They probably would have never contacted me if I hadn't of contacted Revdex.com. This is not a way to handle your clients or your business. When I worked our clients were number one. Satisfy our clients & get the job done correctly. No one had to call Revdex.com on us we had no complaints. Now if they want to come out & fix my AC?  How do I know it's going to done correctly??? Well sad to say I don't & I feel that I can't trust them to do the job after all this. Now their calling me twice a day they had a technician come out to my home unannounced banging on my door yelling hello is anybody home. I didn't answer the door. Like I asked in my letter to Revdex.com what I would want for Ace  to do is when they get done fixing my AC, for another AC company to come out & check my AC to make sure it's done right. The company of my choice & for Ace to pay for the service call & what ever else the other company would have to fix. I don't feel as if I can trust them to do it right. After all that I have gone through with this company. I would never ever recommend this company to anyone. What about my SRP Bill that was $500.00 who is going to reimburse me on that I would like that reimbursed to me also. I know Harry or Harvey what ever his name is gave me this AC but all the headaches they have caused me it wasn't worth it. On top of that all there rude technicians telling me I could not pay my warranty in payments how would them make money. Then I call Ace they put me on hold the man on the phone in a little commercial for Ace says we would gladly put this on credit. The technician just got done telling me they did not do credit. Everything was just a nightmare. If I could get some money from Ace for the way I was treated I would love that & all the extra money they had me dish out. I couldn't even buy any groceries or clothes, shoes for my grandkids to go back to school. I'm sure they didn't lose no sleep over us!!! I am quite frustrated still.

This is not true.  Ace did not propose any options of repairs.  I would like to see documentation of their repair work estimate if they are stating that was an option.  The representative of their company informed us the repair work would cost as much as a replacement.  He also stated are pipes were rusting but the company has a service crew at our house 3 weeks earlier and no one mentioned any rust and our system was operating in good condition. 
There is another customer that posted on [redacted] the same complaint form the same sales rep, but it wasn't 115 degrees that day.  They declined the offer and called another company and there were no rust or leaking and they got the repair work done.
Ace has admitted to me that Sky was a problem employee and he is no longer with the company.  My complaint is if they knew he was a problem in May, then why did this company allow him to continued to scam other customers.  By the way the quote on [redacted] was a 5 ton unit for $7.1K for the same brand, but less than 1 month later, we paid $8.0 for a 4 ton.
I have attached the [redacted] complaint.
Becky their representative informed me on the phone, she would refund me $1500 and provide a 5 year service contract for $1500, but she was getting management approval.  I will call them today again, but I am not accepting their response as it is another indication of the dishonesty of this company.

The guy that has serviced my unit for the past year, Jimmy, has always been kind and patient with all my questions. I have never been pressured into getting the necessary items repaired despite my financial status.

Annual check of the air conditioning unit yesterday was completed satisfactorily. The Ace serviceman explained all the inspection requirements and findings. He added very helpful recommendations for future maintenance of the unit. Signed a seven-year annual maintenance agreement. The Ace serviceman was professional, respectful, and knowledgeable.

This email is in response to the complaint dated August 29, 2014. In the complaint Ms. [redacted] address our company due failure to provide service to the Bar Type Grill. On August 5, 2014, Ms. [redacted] contact our company informed us the latch on the Bar Type Grill was not latching...

properly. I waived the diagnostics fee of $79.95 out of good faith. Upon our technicians arrival he diagnosed that in deed Ms. [redacted] needed to replace the Bar Type Grill. Because this component is not a manufacturer part and it is out of the 2 year labor warranty we quoted Ms. [redacted] to replace the Bar Type Grill. At that point Ms. [redacted] became very hostile threatening our technician so he left the jobsite. On August 6, 2014, Ms. [redacted] contact our company because she not impressed by the price quote. I agreed to a discount price of $69.99 installed Mr. [redacted] declined request to speak with my Superior. At this point, out Director of Operations contacted Ms. [redacted]. The discussed the price and once again was offered the Bar Type Grill at 69.99. Ms. [redacted] became very upset stating “I hope the filter grill hits one of your guys in the head”. At this point once it becomes a verbal abuse and wishing bad upon us we requested to terminate all ties with Ms. [redacted]. We made several tempts to satisfy Ms. [redacted] with no avail and are requesting the Revdex.com to intervene to close this matter.

Best Regards,                                    ...⇄   

[redacted]                                                                                                                                                                                     

Customer Service Manager

We had such a wonderful experience with ACE Home Services. Our 17y/o AC unit was completely out and we couldn't afford a new one. I called ACE (had used them for service in 2012) and they came out the next day (Wed). They helped me get financing (we don't have great credit), and helped to rush everything through. I got approved on Thursday at 345p and ACE got me scheduled for Friday at 8a, on a holiday weekend! The installers that came out (Francisco and Matt) were awesome. Polite, friendly, courteous, professional, clean. They went to work right away, got it all up and running in 6hrs and cleaned up after themselves. They were very thorough and organized. The office staff are efficient, their follow up customer service is exceptional. They called on TUE morning to schedule a f/u to ensure everything was as it should be. They came on time and at our convenience. We are definitely life long customers.

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.

This company is still selling, installing, and repairing hvac work according to their add. they still have business ads all over google with a ROC#[redacted] and the same phone number [redacted] Please see...

attached Thank you

I purchased an central air-conditioning system 3 years ago from ACE. It was sold with a 10 year parts and labor warranty. When purchased, there was no mention of any requirement to purchase a maintenance contract. I called ACE when the system malfunctioned and they sent a technician to troubleshoot the problem. When they found the problem, they told me that they would not fix it until we bought a 3 year maintenance contract for about $750. They said I would have to renew the maintenance contract after 3 years to keep the warranty in force. This maintenance contract was never mentioned when I paid over $5000 for the equipment. The end result was that ACE refused to fix the unit that was under warranty unless I paid for their maintenance contract. This was simple extortion for ACE to demand a fee to honor the warranty that was given with the unit when I purchased it. Buyer Be Ware!

This company will not honor their contracts and will do everything possible to extract additional money from you. I WOULD NEVER DO BUSINESS WITH THIS COMPANY AGAIN!

Im sorry I put everything on CC. I just noticed it.

Today I had my yearly air conditioners service by one of their techs. This person was quite knowledgeable and took the time to explain what he was doing. He was every polite and didn't make you feel dumb. I wish I had more service personnel in other types of business like this gentlemen. He made you feel like you were a friend.

Invoice [redacted]

I had an old pipe from the house to the septic tank replaced. The service was excellent. A representative contacted me by phone giving arrival time of the plumber. He and his helpers hand dug a ditch in my yard to remove the old pipe so as not to disrupt the landscaping. They were quiet and efficient and left my yard looking like it did before they started working. Work is guaranteed for 3 years. I will definitely recommend them to to my friends.

ACE Home Services has knowledgeable plumbing & A/C technicians. The lead technician came to assess what work I needed to have completed, which included replacing filters in an R/O system, replacing a water softener system, and replacing angle stops on my sinks and toilets. The technician assistant returned in a timely manner (within a couple of days) to complete the work. I am very satisfied with the work that ACE did on this job order, as well as the other work they have already done for me in the past.

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.

** (or anyone else from Ace) has not contacted us at all. The last time anyone contacted us was ** texted my wife informing her that the wiring issue we have (it took two weeks for him to respond) was normal or "comparable" to other Train units and he would be more than happy to set up a service call (which mean more money being spent) to fix the problem. If it was comparable to other Train units, what is there to be fix?. I contacted Train myself that day, was given a number for a Train dealer in Phoenix and they looked at the unit and stated it WAS NOT how Train units come. So I was either lied too to mislead some how. After that is when I filed this complaint with the Revdex.com. Again, I have not been contacted by Ace, nor do I want too. I do not think they are an honest company. They had removed the insulation from inside my unit and claimed to of glued it back on. They claim the coils were cleaned (according to their paper work) but they were not. They claimed the wring that looks like a child was playing in it was from the factory, which it wasn't. They do just enough to keep us from complaining, but not enough to make us happy.

Regards,

My number one goal is to resolve this matter. In the consumers response he claims he wishes no contact with our company. However, in order to rectify this situation I need to speak with him. Can you please maybe schedule a conference call with both of us or request he speak with me?