Ace Home Services

[redacted], the ACE Home Services employee, was a very nice man. He did my a/c unit for me. He was extremely courteous & would definitely recommend the services.

[redacted] was here today and checked out our air conditioner He was very articulate. He explained technical stuff in a very understandable way which I appreciate so much.

He is a great representative for your company and strikes me as a very thoughtfulxx young man.

Review: Ace Air promised us the brand new air conditioning unit would be quieter than our existing one, which was very loud. It was not quieter and in fact it's so loud it's like a jet engine inside our condo. If that wasn't bad enough they installed it improperly and had to come back to fix it. Then it leaked and they had to come back to fix that. Then it rattled and was so loud they had to come back in put in noise dampers, which didn't make a difference. Now it is cold and the heating component doesn't work.

They schedule appointments and then don't keep them. They're con artists with terrible customer service and bad repair men.Desired Settlement: I won't be happy unless Ace takes this jet engine out of our home and gives us back our money.

Business

Response:

This issue is in the process of being resolved. Prior receiving this complaint Ace has been actively working to resolve this matter. In fact, we have a technician scheduled to go out today.

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,

I called Ace Home Services to do an A/C yearly check up. They were very helpful in setting up an appointment and following up with phone calls to keep us informed as to what time they would be here. The technician was very friendly, explained what he was going to do and informed us at what he was doing. Will call the company again, when a problem arises.

Very impressed. Called for service at 6P* due to a problem with my Aircon not working. The technician [redacted] arrived at 7:30PM. He identified the problem within 10 minutes and had the unit back up and working within 30 minutes. He then ensured everything else was working fine and took the time to explain what had happen. This service call totally exceeded my expectations concerning the timeliness of the visit and the resolution time. Very grateful to [redacted] who provided an excellent service.

ACE has always been prompt and courteous when responding to our service needs. They take the time to answer all our questions and are very thorough when doing so. I would strongly recommend them to others. [redacted] was our technician on 12/20/14 and we were very pleased with him.

I had a winter tune up done on both my ac units this morning. Ace Air is the company who provided this service. My service Tech was [redacted], this company sent a very professional and reliable service tech to my home. [redacted] was very knowledgeable and walked me through things I did not know about the ac units/heaters. I even called Ace back after he left and told the dispatch lady named [redacted] what an excellent, professional job [redacted] did. I will recommend him to service all my friends and family's houses.

Review: On 6/20/2013 I called Cool Ace to repair our AC which went out the night before. They came out later that morning to diagnose and repair. I was told by the repair technician that we needed a new condenser motor, 3 new capacitors for that condenser, and a start kit. I told the technician to put in the same equipment that was in our other two working AC units. He agreed to do so, but insisted we needed the start kit ($242.45) as the unit would not start without it. We paid Cool Ace $1977.42.

Three weeks later, on Friday July 12th the same AC unit broke. We decided to contact our Home Warranty Association and use one of their recommended companies. A few hours later a different company showed up to repair our broken unit and while the technician was diagnosing the problem, he noticed that the wrong motor had been put in the unit three weeks prior by Cool Ace. Upon showing him our receipt he told us the condenser motor was replaced with the wrong RPM motor. The unit originally calls for 850 RPM and was replaced with a 1075 RPM. This is not only an issue because we paid $727.76 for a “cheaper” motor that was installed, but it is also an issue because this motor will give wrong readings since it was moving air through condenser coils. Eventually, this would cause damage to the system. The technician charged us for a very expensive motor, but installed a very cheap motor. This is fraud! Additionally, instead of putting in a dual capacitor like our other 2 units, he installed separate capacitors to charge us twice the amount even though I specifically asked him to put in the same equipment in our other two condensers. Lastly, our unit did not need the kick start. When the “good” company came out they originally thought the unit would need the kick start because it became used to using it, but would not even start with the kick start so we never needed that in the first place.

Upon learning this news, we called Cool Ace on Saturday, July 13th and spoke with a Manager named [redacted] who was going to send a technician out to uninstall the parts they put in on Sunday, July 14th. The Technician was supposed to show us the uninstallation upon completion, but we went out their 15 minutes later and he was gone. He cut the wires (instead of unscrewing them, and took the tubing that protects the wire) which belongs to use. This was not their property to take. We would like the tubing sent back to us.

I called [redacted], the Manager, Monday, July 15th at 8am and she said she would call me back in a few hours to discuss the situation. I didn’t hear from her by noon so I called again and she told me she was out of the office for the next 2 hours. Of course, I didn’t hear from her again so I called back at 5pm. She finally called me back at 7pm and said the Director would call me today (7/16), but no one has called me. We would like our money to be refunded as they took our parts and committed a crime by charging us for something more expensive and harming our system.Desired Settlement: We would like our refund of $1977.42 immediately.

Business

Response:

Ace Air and the comsumer reached a mutual resolution as of July 15, 2013 @ 7:07pm. Ace Air will refund the consumer the full amount of $1,917.42. Mrs. [redacted] should receive the refund prior Friday, July 19.

If you have any questions or conerns feel free to reach me at [redacted].

Respectfully,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 purchased a Day and Night A/C unit from Ace in Dec. 2012. A week ago I called Becky, office mgr. She tried to take advantage of me by requiring a $1165 service/maintenance agreement be purchased before Ace would install a blower motor unit on my Day and Night A/C unit. If that was not bad enough, she was going to charge me $800 to install the motor for a total cost of $1965....Needless to say, she knew the purchase of an agreement was not required for the warranty to be honored by Day and Night. In calling other contractors I found I did not need a maintenance agreement, and they were willing to install the motor(under warranty) for (Penguin $349, Hatch est. $400). I actually paid $263 (Noble Air). By the way, they did a great job and only took 1 hour. Thanks to Becky, I saved myself $1702. Obviously, Ace will never hear from me again. I suggest Ace change your unethical business practices.

This company is a fraud and scam, they offer a low priced maintenance check on your system so their technicians/sales techs (which of course you dont know that the techs are really sales and reapair guys)come out and review your system born date and if more than 5 years they will proceed to advise you that system is very old and is on its last leg and will need replacement immediately otherwise it will fail. Techs will do their check and either will cross a wire when you are not looking and soon or that following night your system will fail. This company is simply a scam so that they can return and bill you twice of what the parts will be for repair. A simple part that cost $30.00 They will charge or attempt to charge you $225.00 when in fact it takes the tech all but 5 min to replace of course cause he knows exactly what he broke. And the $225.00 does not even include labor for his 5 min. I would never refer this company to anyone. I also had a technician who proceeded to argue with me since I told him I was angry at the fact that my ac was fine until he did his supposingly maint check.. he then said that the more I argured with him the price went up since he was jewish. Really... wow. Thats the kind of people working for this company.

[redacted] with Ace checked our air conditioner and answered several questions we had. He was very knowledgeable and helpful. We would recommend Ace to our family and friends.

[redacted], from ACE,arrived this morning on time and replaced our gas water heater. He took his time to

do the job right. He answered questions I asked of

him and was pleasant to speak with.He took pride in his work. I would recommend this company to others.[redacted]

I replied to and ad int the paper for a $39.95 Heater Tune-up. ACE service man inspected my heating system and gave me an estimate of $1868.40 to repair my unit and charged me $39.95. I went to [redacted] and purchased a $42.00 thermostat and this corrected the heater unit problem.

Ace Home Services provided a exceptionally fast response during an issue with my air conditioner on short notice with a fast same day response on Saturday and provided excellent customer service. The problem was rectified almost immediately. There was no Saturday or "weekend" call out fee. I was very happy with their service and would highly recommend them!

The tech. was very friendly and seem to have a lot of knowledge. I would recommend this company and well us it again in the future. The techs name is [redacted]

Review: I had them come out of course I needed a new ac at a cost of $5674.50, had to pay half now rest when done. "it will blow like crazy" I was told, after 1 month called said I was not happy with the way it was working did not blow like crazy and ran all the time. They sent someone out to see what was wrong "now the duct needs work" and I was told they would check the duct when they put the new unit in. so the new contract 8/4/15 said they would replace a barometric damper and seal the duct. ( had to pay up front $1800 ) Well they came out and sealed the duct but did not replace the damper. so I called again they sent someone out who said they would fix it give them 2 weeks it is now 9/13/15 and still no word from them. My advice would be not to pay until the job is done and done rightDesired Settlement: to have the unit work and have the barometric damper installed as in the contract

Business

Response:

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

Review: We had Ace Air replace our air conditioner and furnance at our old address. From the beginning we found Ace Air service to be lacking. It was hard to contact anyone when we had a problem. We were told different things from different people. We were told one price for install when it ended up being higher then quoted. We kept being told we needed a special surge protector on the air conditioner and asked that it be added on for not cost to us since the install was higher than quoted but this was denied. We believe we were told to do some added vents when they were not really necessary, at a high cost for us. When we sold the house the inspector found fault with how the furnance was installed. The inspector said there had to an inch clearance between the furnance vent pipe and the ceiling hole around it. We called Ace to have this corrected. On July 29th a service person came and said they had to order a special flue to do this. We did have to pay for the service call. There was two weeks between ordering the part and learning that the part was ready. After that two weeks, Ace said they called the house and gave a message to one of our daughters that the part was ready, which in truth she forgot to tell us. However, instead of calling back when we did not contact them Ace waited for another couple of weeks. We contacted them and finally got the new flue installed. The inspector did another walk through at the buyers request and he still did not approve the work done by Ace. There still was not that inch clearence. We had Ace return to widen the hole. another service person came and simply cut the hole around the flue, however this person was very rude to my daughter and complained about having to do this.

We left the main information at the old address since the air conditioner and furnace are still under warranty. We no longer have exact dates of purchase etc because of this.Desired Settlement: We feel we should be refunded at least the service call $79.95 for the flue repair as it appears that the new flue part was unecessary.

We would love to be refunded the cost of the added vents around $400 since these also seemed to be unecessary.

Business

Response:

Ace Air has received the complaint and is actively working to resolve this matter. We will contact the consumer and resolve. Once resolved we will notify you via email.

Respectfully,

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,

We lost our air condition on Thursdays storm, however we do not have good credit at this time. My sister set up an appointment for Ace to come out as they told her on the phone they can work with it. However when [redacted] came out he told us we didn't have much chance of getting credit, which we were not able to. However [redacted] was helpful in trying to work things out, he did in the end check out the unit and repair some wires to at least get it going for now. I believe that he truly went out of his way to help the best he could in the situation.

Ace Home Services (ACE) replaced our 20 year old Carrier unit, which was still running, bless its metal heart! Harry did the quote and I was impressed with his professionalism and knowledge. We ordered the system and [redacted] and [redacted] came a couple days later for the install. They did a great job, and even replaced the wood around the attic opening at no cost. This was beyond the requirements of the contract. They installed it just in time for a 110 degree heat wave to move through, and we couldn't be happier with our new Carrier system! They increased the return duct from 16 to 18 inches. We have more even cooling and less return air noise than before. ACE is a great company!

We purchased a service agreement with Ace Air about 2 years ago, we still have another year to go. Our service technician [redacted] has taken care of us for the past two years. I can tell you that Ace Air is lucky to have this experienced technician. He's very meticulous, explains his actions, very mindful of your concerns, and offers upgrades and suggestions to make your unit last longer and run better. We will be asking for him again next year and anytime we need a qualified,experienced technician. [redacted] is the best!!