Ace Home Services

Review: Company will not honor Extended Warranty for air conditioner. I have been told that it was neglect on my use of air conditioner because of no maintenance done during the time of ownership. Some annual checks have been done. Unit was purchased on 5/26/2010. I have never been contacted as a courtesy call from Ace to perform annual maintenance. Per my discussion with Manager K.J at Ace Air, [redacted], I was told that they would fix problem if I paid a maintenance fee of $500.00. To this date I have been told by Victoria, receptionist that he was out to lunch and that he would return call. I called again on same day, 2/16/16 numerous times and second time I was told Manager K.J was out for the week and that they would contact technician. NO call from technician. My extended warranty document does not state that maintenance must be performed annually. Under limitations of conditions and limitations there is no mention that I must perform annual maintenance. I have a copy of extended warranty document if you would like to see. Please note that if maintenance is required there was no mention during sale of the a/c and further there no availability to secure maintenance agreement. There is no mention of agreement at sale or on their website. I have asked [redacted] to check out a/c. I do notice on [redacted], website availability to get maintenance agreement on a/c units. Is Ace conducting a illegal fraud activity. Please investigate. How can I get maintenance agreement if this is the case when there is no mention at sale or on website for future reference to purchase.Desired Settlement: Repair unit as extended warranty notes under product coverage. Product coverage reads: During the coverage specified above, to repair or replace equipment or any internal component in the equipment listed above and identified by model and serial number. This coverage is supplemental to the manufacturer's limited warranty.

Business

Response:

Good Morning,

Ace is a great company. My air conditioning stopped working in 2013 and I had them come out. They repaired the problem and put me on a annual maintenance plan for less than the cost of repair. They also FOLLOWED UP WITH ME to schedule my free maintenance the next year and I had forgotten about the plan.

I called ACE Home Services after my heater went down earlier this week. They were able to send a service technician the same day which was impressive considering other companies couldn't come out until the next day or a couple days later. They called me before the technician arrived so I wasn't waiting around for someone all day. The tech showed up he explained what the diagnostics was, what it was going to take to fix, and gave me a price. He was knowledgeable and made me feel comfortable. I didn't feel pressured like other technicians had made me feel before. He was prompt and clean during the repairs. My experience was positive and would recommend ACE to all my friends and family!!!!!

After 5years and 4 months our gas/pac no longer provided cooling and blew only luke warm air. Tech from ACE came out and found a leak in the cooling coil and blamed me for the leak and said the 10 year warranty was no longer valid because the coil was dirty and routine maintenance would have prevented the leak. Examination showed the cooling coil was lightly dusty. The Day and Night cooling coil would not be available I was told by ACE, Friday 4-15-16 for at least 2 weeks. We contacted Day & Night and was told the production run for our model cooling coil would not even start until 5-2-16 and then would be 1 to 2 weeks before shipping. I contacted ACE 4-19-16 and cancelled the order for repair $4,278.83. New unit was $5,887.00 installed. When the new unit was installed there was no inspection of duct work. Unknown to me there was an 18 inch square hole where the evap cooler had been. A cusory inspection by ACE would have revealed this. Duct work was not sealed at the return air vent. So for the last 5 years we have been venting heated and cooled air into the attic/atmosphere. Now ACE wants $125.00 shipping fee for a cooling coil Day and Night had not even manufactured yet. With my limited knowlege of air conditioning and heating I had to trust ACE HOME SERVICES. Fool me once... I know I will not use ACE again. It is my opinion they did not perform the minimum requirements for a professional installation and to listen to an admonishment of why it was my fault the cooling coil developed a leak and the 10 year warranty was no longer valid was over the top.

I have received so many phone calls from this company, at least 3 times a week in the evening hours. I work nights, so I usually missed them. However, one day, I was home when they called. They wanted to set up a free inspection of my a/c and give me a quote for a new 'green' a/c. I must have been in a good mood, so I said yes. Well, after that phone call I got on Revdex.com.com and saw all the complaints, and didn't feel comfortable with some guy messing with my 29 year old a/c (which works great!). I have seen how these technicians can cut a wire and pretty soon it costs you $1000. Nope! So I called to cancel, and I received 4 phone called that night from Cool Ace Air during dinnertime. I didn't answer, figuring they'd give up. I called to have my name removed from the phone list, but I guess they don't check that. I received one more call the next morning at 8:30 from [redacted] and I told him exactly why I didn't want their services. He then informed me the Revdex.com was created by Al Capone...what?

I hung up at that point and blocked their number. Btw, Al Capone was 13 years old when the Revdex.com was created. What a nut!!!

We had Ace Home Services (phone ###-###-####) come to our Park Model/Arizona Room in [redacted]. The Technician, [redacted], checked the air-conditioner and we saw frozen ice on the pipes. The unit was 16 years and had worked well for us for years. [redacted] gave us options to repair or replace the unit. We decided to replace it. [redacted] was very competent and went over everything with us before we made our final decision. Once we did, he had a crew there that afternoon to replace the old one. The crew was wonderful and the clean-up was great.

A very nice gentleman named [redacted] visited me today to check my heating unit. He was very thorough and kind. I hope he can be the person to come again for my service in 6 months.

I have used their service contract for 13 years.

I had ace come to service my air cond, tech told me there several things

wrong with system cost would be approx $300 ,I told him I needed to get second company too look at system. I had another come to look at system. they found nothing wrong . the first then lowered his price after I told him I was going to have another company give me there findings.I am a senior citizen .

ace came out and installed our air conditioner in less time than quoted. did a very good job.

I have used Ace Home Services for heating and a/c issues on my mobile home. I have found [redacted] to be knowledgeable, conscientious, and accommodating. Having a unit that is 15 years old requires someone with experience, as well as consideration for the customer. [redacted] gave me facts, but did not try to pressure me to buy a new unit. I will continue to use Ace (requesting [redacted] again) for annual cleaning and any problems that arise with my heat pump unit.

Review: In July of 2007 I purchased an air conditioning unit from ACE Home Services that included a 10-yr warranty which totaled $4500.00. Due to the unit's inefficiency,a service appointment was conducted by ACE on June 13, 2014;invoice #[redacted]. The ACE service technician immediately began to slander the quality of the workmanship to include stating "the installation of the unit was improperly placed on the stand" He at one point agreed that the unit was a "piece of crap". At this time, while in complete alarm with his comments, I notified him that the unit was in fact purchased by his company & ACE performed the installation. In disbelief that I purchased the unit from ACE the technician contacted his headquarters to verify this information. Upon his verification he stated that "he was refusing to service it; due to it being badly out of shape". He instructed that I contact the office & "ask for **" whom he stated was the main manager. The next business day, I contacted the office as instructed; however was informed "** was out of town" & my concerns would be relayed. I have not received a call back to date, despite my continuous attempts (approximately 5)to have my concerns addressed. Each time I was promised my concerns were relayed & would be directed to the appropriate person for resolution. ACE Home Services has failed to comply & abide by their own written complaint process noted on their General Terms Condition item #13. Complaints; in addition to #3. Installation which demonstrates their lack of integrity & negligent customer service.Desired Settlement: On July 19, 2014 I was hard pressed to contact another HVAC company to conduct a second service call. The unit's misplacement was corrected as described previously by the ACE technician on June 13th. The cost totaled $300. In addition my electric bill exceeded my average cost for this period from $306 to $406. I would be satisfied if ACE incurred those costs and/or the minimum refund me the cost of my repair that they were obligated to uphold to pursuant to their guarantee of services.

Business

Response:

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

Review: I had previously made 1 appointment for each of the addresses for a "Spring Checkup" for my Moms house and my house. After they couldn't complete the appointments on time I cancelled them both. That same day I got a call from the company apologizing and asking if I would be willing to set up another appointment for both. We set the appointments up for today, June 21, for them to be at the [redacted] address first. The man I talked to said he would have them be there "as close to 10 A.M." as possible as the appointment for my house (about 20 minutes away) was for 1 P.M. I was okay with that. I received a call from the company stating that I was "next", the call was at 11:15 A.M., and I was told that this call was to let me know that the tech should be there within 30-45 minutes. I waited at my Moms till noon and called to inquire as to when the tech should be there. The young lady I talked to didn't seem to know. I explained that I also had the 1 P.M. appointment at my house. She put me on "hold" for close to 10 minutes and came back on and said that the tech coming to my moms would follow me to my houses appointment so I wouldn't miss it. I called again at 12:30 and told them that if nobody called or was at my Moms by 1 P.M. I had to go. I got a call at 1:30 P.M. stating that I was "next"..How many times can I be "Next" and still no one shows. I had them cancel the appointment for my Moms and I guess they cancelled the one for my house also as here it is 4:20 P.M. and no call and no tech.Desired Settlement: I would like them to AT LEAST explain why I wasn't called after the first "your next" and either told that the tech was having problems (if that was the ONLY tech they have) and why they cancelled the 1 P.M. appointment at my house.

Business

Response:

On behalf of the Ace Air family I would like to apologize for the inconvenience our company may have caused. I am happy to inform you Ace Air and the consumer have reached a mutual resolution in this matter. Ace Air agrees to provide 20 point inspections at no charge to the consumer for the inconvenience. Consumer had agreed to the resolution. Please close this matter accordingly.

Best regards,

Office Manager

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.

On 8/28/15, I had ACE provide an estimate for a water softener and R/O system with the install date after closing on Nov 16. On November 8, I called and scheduled with ACE for them to perform the install and was provided an appointment of Nov 17 12-3PM. They did not show and when I called the office they promised to come the next day. The next day I received a call and found out they had not ordered the product, so new date of Nov 20. When they arrived the person did not have all the parts and I had to wait for someone to bring the missing items. Later that night the R/O was not working. I found out they failed to turn on all the valves, but that was after listening to Shaine explain to me that it was installed correctly. So they turned on all the valves and 3 hours later water was leading from the tank. So, I had to turn off the valves and bleed the system. On Monday they brought a new tank. This was the worst performance I have ever experienced!

I have been a customer of Ace HVAC home services for the past 5-6 years. I have purchased 3 air conditioners from the company and have had several maintenance service agreements. I am entirely satisfied with the products I have purchased and the services I have received. I have recommended ACE to friends of mine, based upon on my experience.

Recently I needed to have some plumbing work done. [redacted] from Ace Home Services did a great job, He was on time, efficient and knowledgable. with the matter at hand.

I would recommend them to my friends.

Ace has provided my gas pack maintenance for the past 3 years. The service men have been wonderful. They arrive in a timely manner, and are quick and efficient checking out my unit. I am extremely pleased that they only fix what is necessary and don't try and pad the bill, or try to sell me.

Ace has been a good change from previous providers who always had something extra, or made unnecessary "repairs".

I recommend them,

We have been customers of ACE for over six years. They have always done right by us while servicing our air conditioner, and we even bought a new unit from them in 2009. That's why we called them for a plumbing problem this time. [redacted] came first and properly diagnosed what needed to be done, but the work needed to be scheduled on another day so there would be enough time to complete it. He got us scheduled for two days later, and Brett arrived to do the job. Both men were prompt, professional, and very knowledgeable about what needed to be done. The job was even completed in less time than expected. We highly recommend using ACE Home Services for heating, cooling and plumbing services.

Curt arrived in a timely manner and got right to work. He explained what he was doing and why. The first visit did not completely resolve the issue. He came back promptly the next day and researched the issue more, advised what steps he was taking and why. He was polite and informative all the way. [redacted] demeanor and response has made me a loyal customer.

Review: Ace Home Services has been servicing our AC units for over 4 years. On June 3, 2015, we had a Ace technician come to our home for our annual service call. At this call, the technician performed the service and informed us both of our units were operating properly.

Less than 3 weeks later, we woke up to find the home not cooling down. We called Ace and they had a service technician (or should I say a high pressure sales person) out in about an hour. At this call, this technician went up on the roof, took videos, and informed us that the unit was rusting, and water leaking in the ductwork and could be repaired but it would cost us about the same to repair as to replace. The weather for June 23, was forecasted to hit 115 and here we are now stuck with a quick decision to replace our unit without any warning to research and really not in a position to understand what a unit should cost since we had no warning that anything was wrong with ours. The Ace technician then turned into Mr. "let's make a deal" (I believe his name was Sky) supposedly discounting this and that so he could "back into" a cost of $7950. We ended up purchasing a brand, Bryant, I have never heard of but was recommended by Mr. "let's make a deal". Part of his sale's pitch was that the sear level was far superior and that we would see a big difference in our energy use with this unit. This was not a good feeling to take a recommendation from someone that seemed untrustworthy and only trying to close a deal, but we felt due to temperature forecast and our dogs that we had no choice.

The next 24 hours, we were without A/C on one of the hottest days of the summer. The unit was installed and the installers were great. We expressed our disappointment with the installer regarding their company, but they informed us it was out of their control.

I have done some research since this on Bryant and it has gotten very mixed reviews from excellent to terrible with an average rating of 3 stars depending on the model of this brand. But trying to provide the benefit of doubt, I decided to wait to see the savings from this new unit before contacting Ace. We have now completed a full month of billing cycle and our kilowatt usage TY vs. LY only dropped 3 kilowatts for the same month with the same relative average temperature. This savings is insignificant on an $8000 expenditure that we were assured by your technician. I also asked other AC companies to quote on the same size unit on a roof removing old unit, and all estimates for name brands, Trane, Rheem, Lennox, Carrier were under $6500.

I have seen specials on news shows regarding shady dealings with air conditioning companies and now I would place Ace in this same category.

My questions to Ace were below:

1. With Ace servicing our units for over 4 years, why have we never been told there is a rust problem especially when our unit was serviced by Ace less than 3 weeks prior to emergency replacement?

2.Has Ace just been getting up on the roof and now doing anything?

3. Why did the technician that came out on 6/3, not take the amp reading on the service form?

I sent a letter to Ace with these questions and to date no one has been able to answer them. Harold, the manager, did come to out to look at unit, and made some adjustments supposedly to make it run better so we would see a savings in utilities (TBD still). He would not provide a discount on our purchase even though I showed him we overpaid, but did over a 5 year service plan to us so his unreliable staff can go up on our roof and service our unit. He valued this plan at $1500 in services (ha, it is to their advantage if we use their service because then he will get the money on all of the repairs). He even suggested he would give us a smoking deal on a new unit for our 17 year old unit! Like I want to give them more business after their dishonesty already. I filled this same complaint on Yelp and noticed that someone else on 5/31./15 was told by the same technician as us (SKY), that she needed a new AC because of leaking pipes and rust... oh by the way she called another service company and they did NOT need a new unit. My belief is SKY sold us a unit we did NOT need, showed me videos of NOT my unit on the roof, and then overcharged me by $2000 for the sale of this, and by the way I am sure he did get a commission.Desired Settlement: I do not want a 5 year service plan from Ace, but a refund for them overcharging me (1500 to $2000), for a unit that I did not need. I also want other customers to beware of their dishonest business practices. The AC business needs regulation in this state since being without this in the summer is actually life threatening.

Business

Response:

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

Business

Response:

Hello, 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 ###-###-####.

Consumer

Response:

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.[redacted]

Business

Response:

I Will research and provide all documents necessary. However, after reviewing the information we will take a stance in still declining on refunding the consumer in the amount requesting. We will submit our final response via email.

I currently live in Utah and my wife and I have a home in Arizona that is currently be rented out. Recently our tenants advised us of some ongoing issues with the AC Unit on the home. After doing some research and talking to a couple of different companies we finally decided to do our business with Ace. I was very satisfied with their service they provided me and the residents of our home. They were very professional, and also very understanding in the situation where we could not be present for the repairs as the home owners. They also did me the extended courtesy of keeping me and our current tenants in the loop with what was going on and what needed to be done. All in all I am very pleased with the customer service and professionalism from all the staff members that I encountered in handling my business with ACE.