Ace Home Services

I have an air conditioner service contract with this company. Their technicians are always right on time, and are very knowledgeable about the service. We had a technician, Mark come out today, and he was great. He explained everything, and even took pictures on his phone so we could see what he was talking about.

I took the day off for a scheduled appointment between 10 and 1p on Friday. I was excited to hear from them at 945a to tell me they would be here in 45 minutes. Two hours later, I decided to call to find out what happened.. Oh there was an emergency that came up, we have someone e else coming. At 1245p I received a call it will be another 45 minutes to an hour. No thank you. Four hours of my off day, o thank you

ACE Home Services has received the complaint and is working actively to resolve this matter. We have been in contact with the consumer to resolve this matter. Once the issue has been resolved we will notify you via mail.Respectfully,[redacted]Customer Service Manager

[redacted] WARNING Do Not Waste Your Time or Money on these guys!! [redacted]

I did not check reviews because I had used them for my annual AC checkup for several years. However, this year was nothing but a high pressure sales call that I paid for. They refused to put in the freon I was told was included and tried to charge me for the 2 lbs of freon that they insisted I had to have. Went on and on trying to sell me one thing after another and when I finally said 'look I don't have any money' the guy was visibly upset with me. I told them up front that I only wanted an inspection and top off as I have a warranty company. They continually bad mouthed my warranty company, who is awesome. I just wanted them to do what I scheduled for not sit in my kitchen and drone on and on about how they wanted my money. Totally slimy salesman, worse than buying a used car. I am so upset and disappointed I will never call them again for anything!

ACE Home Services stands by its original response. we have tried to contact Mr. V[redacted] with no avail. ACE Home Services is NOT the original company that repaired his unit. Because of the confusion of the telephone or the previous company acquired we agreed to waive the diagnostics fee which was originally quoted at $79.95. We would be more than glad to repair or send a Field Service Manager out to his home to diagnose the issue once again at no charge to him. However, a fee for the actual repair will apply. We are more than willing to reach a mutual resolution in this matter. However, in order to do so we request verbal communication or mediation from your firm.
 
Respectfully,
Becky G[redacted]

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,

ACE Home Services is actively working to resolve this matter. ** our Director of Operations has been actively working to resolve this matter with Mrs. [redacted]. I have informed Mr. [redacted] we are willing to repair any and all issues that have have been presented or caused by our company. We are...

requesting Mr or Mrs. [redacted] contact our facility to schedule an inspection to complete the work necessary.

If you have any questions or conerns feel free to contact me directly at [redacted] ext: [redacted].

Respectfully,

Customer Service Manager

I AGREE TO A FULL REFUND I WILL PROCESS IT TODAY

ACE Home Services has received this complaint and is actively working on resolving this matter. 
On Sept. 24, 2009, ACE Home Services installed a new unit at the consumers home. Since the installation we have only been called out once (07/2014) to do a tune up. At the time a...

Preventative Maintenance Agreement was recommended and declined by the consumer. on 6/26/2016, the consumer contact our company stating his unit wasn't cooling. We dispatched a technician out to his home within hours of the initial call. Upon our technicians arrival he diagnosed "WHILE IT IS OPERATIONAL AT THIS TIME, MOTOR IS FAILING DUE TO DIRTY CONDENSER COIL" The Carrier Corporation states "The warranty DOES NOT cover Failure due to damage or repairs due to faulty installation, misapplication, abuse, improper servicing, unauthorized alteration or improper operation". That being said, the unit failed due to improper servicing. 
ACE Home Services, has made a decision to decline refunding the disputed amount.
If you have any questions or concerns feel free to contact me directly at 602-943-2000 extension 2422.
 
Respectfully,
Becky G[redacted]

Hello, 

font-family: 'Segoe UI', Verdana, Arial, Helvetica, sans-serif;">When we were called out on June 23, 2015, the consumer stated her air conditioning unit was blowing out cold air. Upon our arrival as accustomed we inform the customer what is wrong with the unit and how much it costs to fix it. We make several recommendations to either repair or replaced the part or complete unit based on of the unit, efficiency and cost of repairs.  While we were there she agreed to proceed with the replacement of the unit. It is now 3-4 months later and the consumer is stating she felt pressured and overcharged. All of our technicians are trained and certified professional whom are trained not to pressure a customer no matter the scenario. In closing, after further discussing this situation with the Director Of Operations our decision of not refunding the consumer the amount requested stands.  If there is anything additional you may need from us please don’t hesitate to call me at ###-###-####.

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,

Good Afternoon,This email serves as verification that the complaint listed above has been closed as resolved to which both parties reached a mutual resolution. The moment we received the complaint we...

immediately took action in trying to resolve this matter. ACE Home Services agreed to install a damper for the consumer. Customer is satisfied with the outcome. I have taken the liberty of CC the consumer for his review.Respectfully,Becky G[redacted]Office ManagerRespectfully,Becky G[redacted]Office Manager

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,[redacted]

Our AC went out yesterday and did not know who to call to do quick to immediate installation of a new AC. ACE was recommended by the realtor who is handling the sale of our home in Phoenix. [redacted], the ACE technition came within an hour or less and said that they could install a new one with air handler in the attic on the 4th of July. I was very surprised. He was in earnest when he said that because we needed AC they would do it.
[redacted] is very good at what he does. I hoped I could find somewhere to give some kudos on his behalf. He was focused, to the point, took a lot of patient time to explain everything and made himself available, via business card, anytime after installation of our new AC unit. A major point, [redacted] also has a keen and good sense of humor; an absolute necessity in the hellish hot weather we are experiencing in Phoenix these days. Thank you ACE and [redacted] for your find service at a difficult time! I am 74 and my wife 73!
[redacted], Phoenix, AZ

I called Ace Home Services to initially repair my central air conditioning unit that had suddenly stopped working. I called ACE and they set up an apt immediately and I had a worker here to fix the unit within 48 hours. The first worker, [redacted], was extremely helpful and knowledgeable about the issues with my A/C and also laid out the options I had before me to complete the job. A couple of days later, the unit stopped working AGAIN, and I called ACE and they had a second worker, [redacted], come to my house RIGHT AWAY to address the issue. Ultimately, my A/C unit was fixed and I couldn't be more pleased!

Had warranty maintenance done on our 11 year old air conditioning system yesterday by Ace Home Services - HVAC technician is [redacted] represents his company in a very professional manner. He gave me all the facts of his findings and talked with my husband on the phone to explain the findings to him. There was no pressure to do any service but an explanation of pros and cons of what needed to be done. I really appreciated this. Work was done quickly, he cleaned up the areas also. I highly recommend Cool Ace Air to anyone.

My experience with Ace Air was great!! I was nervous at first that it would take forever to get an appointment and then charge me an arm and a leg once they arrived...but totally opposite. My air was completely out at it was 98 degreese in my house and within an hour they were there, and when they got there they fixed the problem at a more than fair price and within 25 minutes my air was back on thank god!!!!!

I would give them an A+ across the board!!

Absolutely the worse AC service we have ever rcvd as homeowners of several homes. We installed a new unit that immediately needed to be replaced. In less than 6 months they have had to come back out to tweak things & now replace another part again...their response "no worries, it's under warranty". It has taken them over a week to get our unit fix & still not working properly; also, their estimated time of services will keep you home waiting for days!!!!!

We had our annual a/c inspection on Tuesday and being that our unit was 17 years old the very knowledgeable technician [redacted] and his associate [redacted] showed us the problems we would be facing and that repairs would not be a cost wise option. He explained with diagrams and video what the system was doing and that the unit should be replaced. After some negotiating and arm twisting, we were given an excellent deal. The new unit was installed the next day and the installers did an amazing job. They were very professional and explained all aspects of the new unit. When they left you could not tell they had been there, except that the new unit was very quiet compared to the old one. Thanks again to Ace Home Services for the prompt professional service they provided.

We have been using Ace Home Services for the past 9 years for our heating/air conditioning needs. They have always been reliable and honest with us.

We recently met Technician [redacted] who pointed out ways we could save money on our heating and air conditioning, and increase the life of our unit. We plan to follow his suggestions. [redacted] is personable and good at what he does. He is the type of person any company would want to employ!