Ace Plumbing Heating & Air Conditioning

We have checked all aspects of our installation and it was done properlyWe have visited the home multiple times and our assessment is that the home has very old galvanized pipes that are deteriorating and causing lower water pressureThe customer has had her local water company check and they have made the same assessmentWe encourage the customer to have an independent company check our work and the source of her problemsIf it is found that there is a problem with our work we will cover the assessment cost and make the recommended repairs

The company has stated now that it will make amends. I will likely withdraw the complaint. Thank you

Company states: We were called out and the main sewer line was cloggedWe cleared it and told them they have problems and we have it all in writingThey called back and said we got problemsWe went back out and no chargeWe told them that the line is collapsing under the house and you have to
jack hammer there is nothing we can doWe called the owner and told them we did the work for freeWe said that if there is something in documentation showing that we did it wrong we can fix itWe told them we would give them a refund if we did something wrong or mis-diagnosed itWe requested to look at the invoiceWe never received any documentation showing we were responsible

Ace Plumbing went above and beyond with the customer including providing additional service at no chargeThe diagnosis by the technician was correct and the customer had another company make the repairs the were required for the sewer to have proper flowI ask the owner of the property for a copy of the repairs performed and although he acknowledged he hired another company he never submitted an invoice for proof of repairs and proper permitting There is no refund due

I filed a complaint about this company two weeks ago. I still have heard from them or received my refund. When I filed the first complaint on may 4th, they ended up calling my landlord and yelling at him to see if he had the proper permits to have it fixed and saying that you just can't have anybody come in and fixed the floor. They also went on saying if my landlord sends them copies of thepaperwork, they will refund my money by sending me a check in the amount of 300.00 dollars. Well it's been two weeks and nothing, we sent the paperwork. Where is my refund, because there is no way I'm going anywhere.I want my check, like they said they were going to do two weeks ago.

We offer a one year warranty to the person who purchases service from us. The person filing this complaint with you was not the person who requested and paid for the service we provided so this complaint should not be valid.  Also note that there is no way to know that the problem is the same...

as the one we corrected for the prior owner without a diagnosis of the system.

We have checked all aspects of our installation and it was done properly. We have visited the home multiple times and our assessment is that the home has very old galvanized pipes that are deteriorating and causing lower water pressure. The customer has had her local water...

company check and they have made the same assessment. We encourage the customer to have an independent company check our work and the source of her problems. If it is found that there is a problem with our work we will cover the assessment cost and make the recommended repairs.

Review: This company pulled a bait and switch on us. One guy came out to diagnose, and then two alternate incompetent workers did the job. They were quick and dirty and tried to leave without including work per the contract, and when they were "finished," we could not even pass inspection. They had installed the equipment in a way that would damage it long-term. This is our heating and air system, which affects the air we breathe every day, and it had several fixes needed. We did not pass inspection as the workers had no clue -- there were several errors. We had to take extra time off work to deal with this problem, for which they charged us $11,000 and did not even do correctly. They offered nothing but a lame apology -- no discount for our extreme inconvenience and having to take time off. I doubt the workers were properly trained, as they barely spoke English.Desired Settlement: We had to take extra time off work and deal with a lot of stress and an extra inspection. I want a partial refund/ reimbursement and also a report against them to warn the public.

Consumer

Response:

The company has stated now that it will make amends. I will likely withdraw the complaint. Thank you.

Review: I have called Ace plumbing back in February to unclog a drain and my pipes were backing up into my bath tub, it was working all the way up middle of march. Finally after about three weeks of draining my tub with a bucket, I called them back our on April 1st for the same thing. The guy came out and he was here for over three hours and I was charged 300.00 dollars. Well the problem still persist and nobody came with a camera or a locator to identify where the block or the busted pipe was coming from. They wanted to dig up from my kitchen to my bathroom and pull out my tub and go through my closet wall. I called and talked to [redacted] the office manager to see if I can get my money back because they didn't fix the problem and I was told no. All I want is my money backDesired Settlement: I just want my money back since did not fix the problem.

Business

Response:

Company states: We were called out and the main sewer line was clogged. We cleared it and told them they have problems and we have it all in writing. They called back and said we got problems. We went back out and no charge. We told them that the line is collapsing under the house and you have to jack hammer there is nothing we can do. We called the owner and told them we did the work for free. We said that if there is something in documentation showing that we did it wrong we can fix it. We told them we would give them a refund if we did something wrong or mis-diagnosed it. We requested to look at the invoice. We never received any documentation showing we were responsible.

Consumer

Response:

I filed a complaint about this company two weeks ago. I still have heard from them or received my refund. When I filed the first complaint on may 4th, they ended up calling my landlord and yelling at him to see if he had the proper permits to have it fixed and saying that you just can't have anybody come in and fixed the floor. They also went on saying if my landlord sends them copies of thepaperwork, they will refund my money by sending me a check in the amount of 300.00 dollars. Well it's been two weeks and nothing, we sent the paperwork. Where is my refund, because there is no way I'm going anywhere.I want my check, like they said they were going to do two weeks ago.

Business

Response:

Ace Plumbing went above and beyond with the customer including providing additional service at no charge. The diagnosis by the technician was correct and the customer had another company make the repairs the were required for the sewer to have proper flow. I ask the owner of the property for a copy of the repairs performed and although he acknowledged he hired another company he never submitted an invoice for proof of repairs and proper permitting. There is no refund due.

We've used Ace in the past to clean out our sewer line. They were fine and we had no complaints. We even had them run a special camera down our sewer line 8 years ago and other than one small spot of roots that was at a joint, our line was in very good shape. However, our sewer backed up last Monday and they came out and cleared it. The plumber said that he cleared out a bunch of roots, but he didn't show them to us or leave any traces of them behind. We had to take him at his word. He also said that our sewer line had major damage and should be replaced ASAP. Then on Friday the sewer backed up again and we called to see if Ace would come out and clear it again. There was NO WAY that the roots grew back in five days! They refused and said that there was no warranty on drain cleaning. I can see if it was a few months later, but not five days. Also, how can our sewer line have major damage when it was almost perfect in 2006? We are considered getting our sewer line replaced, but if we decide to do it, it most certainly won't be with this company.

Review: Didn't honor their warranty! We used this company to fix my A/C around March 2014 invoice #[redacted]. Within 6 months same issue came up. Knowing that they have one year warranty I called to have it take a look at. But they said they wouldnt honor their warranty using a loophole on their policy. The reason for finding the A/C issue was during my house inspection. Because of that the previous owner of the property paid for the work. Their loop hole for voiding the warranty is the fact that I am not the previous owner.This logic doesnt make sense or its unethical because Its the same property with the same issue that we all expected to be resolved. At least they could have taken inquired and see if their work was done correctly or if I needed to pay for more services. Instead they wanted to take the easy, unethical way out.Desired Settlement: Honor their Warranty! make ethical choices as a services business.

Business

Response:

We offer a one year warranty to the person who purchases service from us. The person filing this complaint with you was not the person who requested and paid for the service we provided so this complaint should not be valid. Also note that there is no way to know that the problem is the same as the one we corrected for the prior owner without a diagnosis of the system.

Review: Valve on handicap shower with hose and shower head was not working. Hadn't been used for some years. [redacted] responded on 12/12 at 0930. He removed valve, determined it was defective, replaced it and ordered a new replacement valve. Left at 10:45. Total time to make that determination - 1 hour and 15 minutes (at #38 per every 15 minutes plus $69.50 service call. Next day [redacted]. returned. Removed old valve and replaced with new. Discovered shower hose was defective so could not fully test system. Two days later I replaced hose and discovered no water pressure or hot water. Advised ACE. On 12/18 [redacted] arrived. Took one look at control and asked if any instructions came with new part. He examined instructions for a minute or so and quickly determined that there is a small internal set screw which must be adjusted to control volume and temperature of water. He quickly adjusted it and left. The set screw was possibly all that was wrong to begin with and the part may not have needed replacement.On 12/13 the original service man ([redacted] H) presented me with a bill for $554.63. I complained that I thought the charge was really excessive. I contacted the manager at ACE to complain. I told him I did not think the entire bill should be more than $150 or so. He stated that he couldn't match that but that he would take $100 off the bill. I complained that I still thought that was excessive and that I thought I would have to make a formal complaint. He responded that he was withdrawing his officer to cut $100 off the bill. I also advised the manager that I did not receive a complete invoice showing charges. All I have is one showing a service charge of $69.50. The manager stated he would send me a complete invoice but as of this date I have not received one.In summary, I feel the first technician spent an hour and fifteen minutes doing something which shouldn't have taken more than 15 minutes to a half hour. I also question the necessity for replacing the control valve.Desired Settlement: Come up with a more realistic charge for work done. Provide me with a complete invoice showing charges for time spent, charges for the new part and time charge for the technician to go to the supplier to pick up the part.

Business

Response:

Mr. [redacted] called us because his shower faucet was leaking and would not properly temper the water. The solution for the leaking faucet was to replace the cartridge. This cartridge was frozen up when we attempted to work on it and when we checked with our distributor it was an uncommon part and required us to order a replacement. All of this information was conveyed and approved by Mr. [redacted].

The work was completed and a follow up warranty visit was made because the valve was still not putting out satisfactory water temperature. A few weeks after the work was complete Mr. [redacted] called and said he wanted a significant refund. I offered in the spirit of good customer service to refund him $150 but he stated he would still be making complaints to the Revdex.com and on the internet even with the refund so I retracted my offer because in my mind the point of a refund is to create customer happiness and satisfaction. The customer stated I was blackmailing him and hung up on me.

Consumer

Response:

I am rejecting this response because:

My husband & I arrived home on Sat after spending two days over Thanksgiving with our daughter & her family in San Diego. We noticed right away the igniter box on our heater wasn't working . We contacted Ace Plumbing & Heating Sacramento & they sent out one of their technicians that same day. Kyle Simms was the technician. He said the igniter box needed replacing & that if the part wasn't available due to age of the unit (20yrs )it could take up to 10 business days to get it. Kyle didn't have the part which he said was needed to check to see if there were any other problems with the unit. We paid him $$79.95 & he said if we didn't hear from him by 12:00 noon The next day about the part to call him. Well, we didn't hear from him. 3 days later my husband called Kyle- what was up with the part? A friend in the business told us to tell Kyle John Stone off of Watt Ave, Sacramento had the part for 117.00. Kyle commented well..... I need to see if we have an account number with them first & I'll call you back. He never called back. We never recd a final diagnosis, & no resolution to our problem period! It has been 1 week today. This is unacceptable! We feel we deserve our initial deposit back & a sincere apology for the worst service & follow up by any company in over 20 years since we've lived here in Sacramento!!!!!!!!!!!!!!!!!!!!!!

Review: Ace replaced a hot water heater and I immediately had poor water pressure in the house, which I complained about immediately. But instead of rectifying the matter, a tech named "[redacted]" told me I needed $10,000 dollars worth of plumbing...... Would have to have the walls torn open and all pipes replaced, then hire plasterers to replace the walls. Ace has never stood up to their warranty and now I can't use my dishwasher or clothes washer effectively. I know what the Ace tech told me was grossly incorrect and only to profit the company. I have attempted to have Ace stand by their warranty yet all I receive is the "run around". No appropriate response ever received. I am requesting total satisfaction with restoration of the water pressure, etc. I may be reached at ###-###-#### or by mail at [redacted]. Thank you for your consideration. [redacted].Desired Settlement: Total recooperation of the water pressure and a formal apology, especially the fabrication and attempt to have me pay $10,00" dollars to their plumbing service. This is exactly why consumers cannot trust services such as this. I request this information be made public until total vindication for myself. The public has the right to know and beware of such vandalism.

Business

Response:

We have checked all aspects of our installation and it was done properly. We have visited the home multiple times and our assessment is that the home has very old galvanized pipes that are deteriorating and causing lower water pressure. The customer has had her local water company check and they have made the same assessment. We encourage the customer to have an independent company check our work and the source of her problems. If it is found that there is a problem with our work we will cover the assessment cost and make the recommended repairs.

Ace came to our home to fix a substantial gas leak, as PG&E had done an emergency shut off on the previous day. Tony showed up with a big smile and a "lets get to work" attitude. He couldn't have been more kind, warm and professional with 20 years of experience! I had complete confidence in his extensive knowledge and skills, which is exactly how one needs to feel with a gas leak due to its potential for being an unsafe and hazardous condition. He diagnosed and fixed the problem and even called PG&E to schedule the "turn back on" on the same day. PG&E told Tony they couldn't come out for six days! Tony didn't accept this answer and fought on our behalf for a same day turn on, knowing we had no hot water with which to bathe or even gas to cook, etc. I can't recommend this company enough. Don't hesitate for even a moment to contact Ace Plumbing and Heating - they will not disappoint and their fees are extremely reasonable!