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ACI Northwest, Inc.

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Reviews ACI Northwest, Inc.

ACI Northwest, Inc. Reviews (5)

I have done some research on our end after receiving the complaint and it appears we have no signed invoices that contradict what the customer is inferring. We generally are very thorough on how we conduct repairs so this kind of situation does not occur and our customers...

are very informed of what they are paying for and what expectations are expected. I have to say on this situation it seems we did not adhere to our standards and I must agree with the customer. I will stop the collections request and cancel the outstanding invoice. I must apologize on behalf of ACI for the misunderstanding and will use this as a training opportunity for our team. Thank you, Jason

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Do not rely on this company to provide service. I was stood up twice by this company and have yet to receive a return phone call to remedy this situation. For my first appointment, I waited for the electrician to show up during the time frame given. After hearing nothing from the company I called ACI and was told I had to re-schedule. I re-scheduled and the same thing happened again. The electrician didn't show up for the appointment, and I did not receive a courtesy phone call either time. So, I called to find out what happened, and I was told an on-call electrician would call me. No call. So, I called the company two business days later to let ACI know this is unacceptable service. I was told I would receive a return phone call. Still no return call. I do not recommend using this service.

Review: Our hot water heater's pilot light kept going out so I called ACI and they came out on 2/6/15. [redacted] the technician said it was the thermocouple and said it would cost $159.00 (premium price and retails at Lowes for $8.00) to replace it. I agreed and he replaced it. That evening the pilot light went out again and I re-lit it. The next morning (Sat the 7th) the pilot light was out again. [redacted] called ACI and [redacted] the technician said it may be the gas valve. He came out and attempted to clean and adjust the thermocouple which yielded the same result and he did not bring a gas valve with him. He did state a gas valve costs between $500 and $600 (which retails for under $200). He then recommended we replace the water tank. After he left, the pilot light kept going out and we kept lighting it over the weekend. On Monday, 2/9/15, we called the ACI office and spoke to [redacted] explaining all of the above to her. We also told her that we paid ACI a total of $235.00 for them to misdiagnose our water heater's problem and we expected somebody to come out and put a new gas valve in since that is the problem. She assured us someone would contact us. Nobody has ever called us back and they charged the $235.00 to our credit card on Wednesday 2/11/15. They did not honor their contract and we would like to have our money refunded back to us. We are still in the same predicament as we were on Friday 2/6/15 with a water heater that is not functioning properly and we are out $235.00.Desired Settlement: We would like the money that we paid them ($235.00) refunded back to our credit card

Business

Response:

I [redacted], service manager at ACI Northwest, Inc. have spoken with each of the parties involved and have come to the conclusion that ACI did not follow through on our promise to resolve your hot water heater issue. [redacted] (2/6 initial call) did find an issue and corrected what is one of the most common issues with standing pilot hot water heaters, bad thermocouples. Where I feel he was not clear was it is a 50/50 chance that the gas valve is possibly the failure as well and giving you the option to replace both and letting you decide how you wanted to proceed. [redacted] on 2/7 (Saturday) came out at no charge and confirmed his fears of a bad gas valve and gave a high end questimate of repair without having a clear cost of the gas valve for your hot water heater as the supply houses are closed on Saturdays. [redacted] at that time pulled and cleaned the pilot and thermocouple again to try to keep you going until a decision on repair could be made Monday. When the customer called to get some sort of resolution on their issue ACI failed to follow up with options to our customer with what was needed to get their hot water heater back up and working. I have no excuse for the dropping of the ball and feel the request of a refund is completely legitimate as we did not provide the customer service in the office and with proper follow up. I apologize for our lack of follow through and will refund all charges. I hope with this gesture and good will of refunding your funds to win you back as a customer. ACI is a reputable company that does the right thing when it is warranted. ACI & I personally pride our selves on doing what is right and honest to provide the utmost in great customer service. It is tough to judge a company when all goes right but very easy to do when things go wrong. I hope you feel we are a good company that does the right thing when issues do occur. I appreciate the opportunity to respond to your concerns, Signed [redacted]

Consumer

Response:

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

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I went into the ACI company to purchase a maintenance plan for my heat pump. I was ask if I wanted a one year or two year plan and was told the two year plan was $280.00. I gave them my payment for the two year plan and made a appointment for the check up. Yesterday the service man came out and did the service, my husband was at home and not part of the purchase I made for the service at their location. The service man told him I purchased a one year plan and he also said there was a problem with our pump and charged us another $127.00. When I came home there was a message on my answer machine the two year plan is now $365 and I owe them more money plus the $127.00. I called this morning and was told they made a mistake and for me to send in more money.I told the lady on the phone named [redacted] that was the amount I was quoted for the two and paid.Now I think this company has pulled a fast one on me. The paper work the service man gave my husband states it is a one year plan plus a extra $127.00 for a part.Desired Settlement: I would like to know if they is another company that is honest with a maintenance plan that is honest in my area. If so I would like my the amount I paid back and then I could purchase another plan from a different company due to I think ACI is very dishonest.If there is not another company who is honest and does a service plan on heat pump, I will need ACI to honor the amount quoted and paid for the service and request you to contact them or let me know if there are other complains them

Business

Response:

I am the service manager here at ACI. This issue was brought to my attention immediately after our technician was on site and performed the service. The following day I called our customer and we came to a resolution that kept Ms. [redacted] as our customer and she continued her maintenance contract with us. She explained she had contacted the Revdex.com and I explained that when I received the complaint I would respond and that it should not be an issue to resolve with the Revdex.com. If you need to contact me further please do not hesitate to call or email me back. We appreciate your help in this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9627996, and find that this resolution is satisfactory to me.

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Description: Air conditioning & Heating Contractors - Residential, Air conditioning & Heating Contractors - Commercial, Electricians - Commercial, Electrical Power Systems (Residential & Commercial) - Backup Systems, Mining Development, Air Conditioning Contractors & Systems, Contractors - General, Excavating Contractors, Heating Contractors, Water Works Contractors, Air Conditioning Systems - Cleaning, Heating Equipment & Systems Cleaning & Repair, Heating Equipment

Address: 6600 N Government Way, Dalton Gdns, Idaho, United States, 83815

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