Ace Home Services

DON WAS VERY HELPFUL WITH OUR SERVICES TODAY.

We called ACE Home Services at [redacted]0 on 7/2/2014 when our water heater died. [redacted] , the technician, replaced our water heater on 7/3/2014. He was efficient, professional, competent,and knowledgeable.
We definitely would recommend Ace to anyone needing their services.
Thank you , Ace !
[redacted] & [redacted]

Review: I have never had a more horrid experience with a company than I have had with Ace Home Services. I called Ace to get a tune up on my AC as it was not working properly. [redacted] comes out to do the work and after his careful inspection decides that the whole unit is bad and needs to be replaced. Well after some negotiating we decide to go ahead and get the unit replaced..it was extremely hot being the beginning of July and with a home business, small kids ETC..we did it. WORST experience EVER!! [redacted], the most honest rep is how he sold himself to us quoted the job, showed us a video of our attic unit leaking basically telling us that the unit in the attic needed replaced and that it could stop working at any moment and luckily there was a sale that ended the day before but he would honor the sale price of a new unit and he would see what he could do as far as price and since he cares more about the customer than he does about commission he would definitely be able to get us a great deal. So of course we said yes. I should have done my homework before agreeing. So, [redacted] says the installers would be out the next day early and we would not have air for about 6 hours. Next day installers show up LATE and clearly not prepared for the job. At some point in the day we had a "supervisor" [redacted] come out to help along with more installers because the job was more difficult than originally planned. By the way one of the installers working on the unit outside was either intoxicated or coming off a pretty serious drunk because not only did he wreak of alcohol but acted like he couldn't get his act together. I had customers coming to my house during this time and they were in disbelief that this installer would be permitted to even be here smelling like alcohol. Now we are going on 7 hours no air and the new unit is not working, another installer comes out and another supervisor to "help" with the install. 10 hours they were here! Thinking that we were going to be freezing cold that night with our brand new unit we were happy that after 10 hours we would soon be relaxing in our new air. Well, the AC still did not work it started blowing warm air in the middle of the night. Called Ace in the morning and a tech showed up a couple hours later claiming that he "fixed" the problem he said there was too much Freon in the system and it overheated. Claims he fixed it. That night same problem air coming out warm, next day new tech comes out claims he fixed the problem thermostat this time told us that the thermostat that they put in is known for having problems, REALLY??? Says he will be back in three days to see if that fixed the problem. The thermostat seemed to be the problem, tech says that the company will reimburse for the difference. Great. So no check. one month later. In between all of this other stuff happening I called [redacted] to talk about my concerns of the intoxicated guy working on the outside unit. I am not sure if he was drinking that day or if he had been drinking the night before but he wreaked of alcohol so much so that my customers noticed also. She claimed she would address the concern. SO moving on, I called several times to inquire about this check to reimburse for the lower cost thermostat, again, [redacted] and [redacted] claim no knowledge of why the check had not been sent even after [redacted] told me it was. [redacted] of course again claims this is the fist time she is hearing of this. When you call customer service they all play this game of "oh this is the first time I have heard of this"..over and over and over again this is what these girls tell me. Which by the way is not true I have been in constant contact with customer service [redacted] ECT..all of course claiming ignorance. [redacted] told me over two weeks ago that the check would be issued within two days and I would be receiving it in the mail. Called [redacted] again, very rude, very nasty [redacted] still claims ignorance on why the check has still not been submitted. She will "personally" write one and send it WOW! What an incredible joke over there. I ask [redacted] for the owners name and ask if he has an office there? Her exact words were "no, he rarely comes in, we never see him". I told [redacted] that I wanted him to call me because at this point we still had no check and the AC still does not work properly that was on August 21st 2015. Again that is not the first time I asked to speak with the owner of the company. I finally received the check after some other person from Ace called to tell me the great news that it was issued and that was a week after [redacted] told me she would personally write the check herself. All the while the air is still not working properly. Last week I contacted [redacted] via Yelp and told her I was going to proceed with legal action if I do not hear from the owner. Well she called me to ask how she could help? Prior to this call she was never helpful, she did offer to send the same technicians out that originally installed the unit but quite frankly I have had enough of this company and the technicians and I told her the only person I would be speaking to is the owner. Today September 14th I emailed the company via Yelp and let them know that the owner has yet to contact me and I will be proceeding with legal action...two hours later Kwan Jin calls me. They will be sending out the same technicians that were here originally during the install to try to figure out the problem, we talked about the technician that was smelling of alcohol and he told me that he wasn't drunk that is just the way he acts and that the company does drug testing. Wow so incredibly over this. The same technicians that screwed this up in the first place??? Really??? This just keeps getting worse by the minute. I have a brand new AC unit that doesn't work properly, I am $7600.00 poorer and documented APS bills clearly showing that my electric bill has doubled since having this unit installed and zero confidence that this will be rectified outside of court. DO NOT USE THIS COMPANY!!!! NOW AFTER READING ALL THE REVIEWS ON YELP..it appears that they use the same exact sales pitch to their victims...I am horrified and now really mad! ALMOST the SAME EXACT situations.

Required FieldDesired Settlement: I want a brand new unit that works, installed by experienced non intoxicated technicians or a full refund.

I just had a service call from Ace Home Services. [redacted] was the service technician, And the whole experience was great. He inspected the unit found the problem and fixed it in a very efficient and cost effective manner. Every aspect of this transaction was done in a professional manner. This company from my standpoint is who you should deal with from the top to the bottom. Their office staff are more than friendly as well. They are my HVAC compamy. I'll never use anyone else.

What a great find...A/C was down in mid-June and who to call. Ace , who I had seen their ads, said they would be here that day. Sure enough, within a couple of hours technician, [redacted] H. arrived. He was clean, friendly and knew the problem right away. He gave me an estimate, which sounded reasonable. Better yet, he had the necessary parts on him truck. The service was fairly quick. He showed me the parts he replaced, ran several tests on the performance of the unit. He pointed out a concern for a future repair. He explained their service plans they offer and the benefits of yearly maintenance, with the discounts. NO pressure to buy, just the information. He gave me 30 days to sign-up and receive a discount on that days service. [redacted] could not have been more friendly and informative. It was a pleasure doing business with this company. I would certainly recommend them....A. [redacted]

[redacted] came out to my house for a checkup service. He was on time and presentable. He was knowledgeable and helped get my AC unit into perfect running condition for the summer. I would have [redacted] come out again.

We are very pleased with our service from Ace. The technician that performed our yearly inspection and service was very profesional.He name is [redacted]. He was technician that sold us our 2 units 3 years ago.We will request [redacted] for any further needs from Ace.

On a unit Ace installed 5 years ago at a rental, Ace wanted $1200 for maintenance. I was able to negotiate to half and after some research I still overpaid.

1 month later at my residence for a minor maintenance call Ace tried to sell

me a new unit. I did not trust their request and had another company service the unit and suggest I would get years more from it without replacing. Going strong through record heat.

Get a service companies second opinion before replacing units.

My experience with ACE started off with an estimate for a new Air Conditioning unit. Robert came out and had the estimate completed quickly as well as verified my financing options. He was very straight-forward and kind representative of the company who made sure I looked at the reasons for the new unit (roof) and showed me any issues with the ducting. The process was quick and easy with the unit being installed on the following business day (estimate was on a Saturday).

My wife was home for the installation and explained ACE was able to remove, install the new unit, hood, and new thermostat in a good timeframe (3 hours). Overall, our experience with ACE was a positive one and we suggest their services to any homeowner looking for any Air Conditioning repair/maintenance.

Ace Home Services worked on my Air Conditioning today. They had contacted me with a special deal, and didn't try to bump up the price by lots of add-ons. They also said they'd be here between 10 and 1, and they were! [redacted] was very knowledgeable about A/C, and taught me a few things I didn't know. He made some suggestions for the future, and wasn't pushy. I really appreciated his knowledge and service!

I called ACE to get my annual AC tuneup. They scheduled their technician, come over to my place within the next week. On the day of service, they called me to inform me they were on their way, and got to my house 5 minutes before the appointment time. The technician, [redacted], was courteous and thorough and educated me as to what he was going to be doing. After completing the tuneup, he also gave me a writeup indicating the diagnostic and quoted me several different options that were available to me. I will be calling them back to complete repairs, and every year for my tuneup. I would definitely recommend ACE.

[redacted] with ACE inspected our air conditioner unit, both inside and outside, on March 12th. He was very professional. Our system was in good condition and he did not try to sell us some service we did not need. We will be using ACE in the future for a yearly air conditioner check up and any help we may need.

I had never used Ace before but saw some good reviews online. Saturday my air conditioning stopped working so I called them about 4:00pm and they were on my roof by 6:00pm. [redacted] was the technician that came out and he diagnosed the problem and worked very hard on getting the parts need as soon as possible. I was never kept in the dark, [redacted] kept constant communication with me on the status of the parts. Would recommend to friends and family. Thank you Ace!!

I was very impressed and happy with coolace's job performance and with the service technician ( [redacted] ) and the installation technicians ( [redacted] and [redacted] ). I highly recommend this company and staff. They where polite, courteous and did an outstanding job on my central air replacement. " Thank You " coolace air for a job well done.

Im so grateful for this company! A plumber came to my home and performed a plumbing inpection. The gentleman was nice, very knowledable and he took his time and helped me understand different things.I learned alot today, thankyou ace air for your services today they were very helpful.

Review: We purchased a Trane AC unit 3 years ago. Since then it has broken down 6 times. This last time, the rep who came out to service our AC unit the first day (he had to come out twice in two days) was 1- rude to my wife and acted like she was stupid. 2- stated Insulation had fallen on the blow motor which was causing it not to spin or what work properly. He "glued" it back and it should be fine. Two hours later it still was not working properly. She called and was told (via their dispatch but from this tech) that he told her it will take a while to cool down the house. It was 96 degrees and was not cooling off after two hours.

So, she made an appointment the following day and was told we would be first on the list since we where close to their office. I called into work for the morning, 9am came and went (the time they where suppose to be there), I contacted them and there was no appointment scheduled. The earliest they could have someone out was noon. I had to call off totally from work.

The same guy as before showed up (around 11) and he was annoyed that he was back. I introduced myself and he barely shook my hand as he passed by me and headed into my house without my permission. He then stated that "I told your wife it would take a while to cool the house" at which point I pointed out that the AC was running and it was 95 still in the house. He mumbled something and went out side and went up on the roof.

A few hours later he was still trying to figure out what was wrong. Another guy showed up and they both seemed confused about the problem. At 3 I had to go pick up my kids from school and explained I would be back in a few minutes. When I got back the tech was sitting in his van. He got out and explained that my coils where dirty and that is why nothing is working.

I asked him "Why did it take 4 hours to discover that?" he stated that it was a process of elimination. I said that they (the techs) have marked the coils being clean every single time they have been out. He said rudely that I was wrong and mistaken, they never check the coils. (I have paper work showing the coils as being clean.) He then said that he is sure someone told me about the coils needing to be cleaned and that it would be 300 bucks to clean the coils today. I said, "No, no one never has" at which he said I was lying and he is sure they have. He called me a liar in front of my kids, on my property. This ended with me telling him he has to leave. I was fuming at this point.

So, four hours later, no AC and I am a lair. My wife (who works graveyards and was sleeping at the time) was awoken and I explained how much they are screwing us. My wife got on the phone and was able to get hold of the GM **. At first he didn't seem like he cared too much about helping.

I contacted another AC company for a second opinion. As they should up, a different service from Ace showed up. After that, ** seemed like he was willing to help out (after seeing we had another company there.)

So, this second company takes me up on the roof and shows me everything wrong with AC. First he showed me the wiring job. It seriously looks like someone cut all the wires then put wire connector caps on them. Secondly, our capacitor was replace last year according to the paperwork but the original one is still installed. 3rdly, the insulation that was "glued back" was totally missing. So, we where told a service was being preformed but instead it wasn't. (Again, I have paper work stating he glued it back and it is missing from the unit.)

So, my wife gets a hold of ** and after some back and forth, someone comes out and cleans our coils for half the price. (It was confirmed that the coils needed to be cleaned by the second company. She sent ** the pictures of the wiring job. He stated he would get back to us about it. I went to [redacted] and rated the company, even did a update where I rated them slightly higher.

Today my wife gets a text from ** telling her Tranes come with the wiring looking like that. Two weeks later (oh and our AC isn't working again) and he replies stating he would do a service call to "tie the up". Well, I had enough, I contacted Trane themselves, explain my situation. Trane gave me the number of 2 Trane dealers (Ace isn't a authorized dealer) to contact. I contacted one and they said the wiring never looks that bad from the factory. Also, the second company who showed it too me stated the same thing. 2 different companies stating the wiring is screwed up, but Ace saying that is how it comes.

I have been disrespected in front of my kids, on my property by this company. I have had money taken from me and lied about service being done to my unit. This company doesn't seem to truly care about the quality of work they do. I have pictures and paperwork documenting everything I stated here, but yet they still insist we are wrong. They have a box to check if coils (Cond Coils and Evap Coils) are clean and it is almost always (when they mark it) marked clean or good. Little did we know that even that is false. The tech who come out never checked the coils (they had to cut into the duct work to see the coil) and until the last time they came out the duct work was not cut into.Desired Settlement: I was thinking an apology, but know that would never happen. So my desire outcome is that anyone who reads this will know what this company does, how they past the buck along to everyone else and how they do not stand by their work. If I knew today what I did 3 years ago, I would of purchased my new unit throw a different company.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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?

Hi I would like to leave a review concerning ACE Home Services. I made an appointment to have my non-working home air conditioner serviced. They gave me an 2 days out from the day I called...which is a good thing, I expected a longer wait since the Arizona weather is heating up rapidly even though we are only in April. They said a technician would be out this Wednesday from 12pm-3pm, on the morning of they called around 9:30am and said a technician would be in the area in around 45 minutes and asked If I would like to have him service then? I said that would be great. Shortly after [redacted] the technician arrived. He was punctual, prompt and friendly. He accessed the condition of my unit in around ten minutes or so. When finished he gave me all of the options, basically my unit was done and needed to be replaced. Not being able to afford a brand new unit he offered a financing program and was approved on the spot, what a relief! [redacted] did major repairs for me 3 years prior and knew I was hurting financially, the tech at that time never even offered any type of financing. I am pleased so far with my experience with ACE. My unit will be installed tomorrow, and I will write the second half of this review. Hopefully ACE will continue to do well.

I'd like to compliment three of your employees who helped us purchase and installed the beautiful “Trane” AC/Heater product. They provided excellent service. Title as your “Comfort Adviser” is a well earned from title. from their representative who helped us sort out with information to options to which could apply and was very professional.

Your two instillation professionals provided another delightful appreciation. They helped direct respectfully the unexpected parking traffic from a Church Fair incurring directly across the street. They were Fantastic!

I have only written one other letter in my life of application this one is well deserved and the Revdex.com should know. This company staff showed outstanding professionalism and ability to get to take the situation quickly at hand and well exceeded my expectations.

II would referred to anyone with the highest standards.

My experience with [redacted] was a very positive one. He explained all options to me and didn't pressure me to buy any service or product that I didn't want. He arrived at my home when he said he would and completed the tasks in a very professional manner

Our technician was very knowledgeable and friendly. He diagnosed the problem quickly and offered us very fair options for repair. The installation team that came the following day was great, even working around a sleeping baby. Our experience with ACE was great and I would recommend them to anyone needing their services.