ACI Northwest

Through
Lowe’s Installation Services I contracted ACI Northwest Inc in Dalton Gardens
Idaho to install air conditioning in my home. At completion of the installation
the installer informed me that ACI did not provide him with the permit, but
that ACI will provide me with the permit in a day or two so I could call the
city of Spokane for the inspection. Waiting patiently for the permit, a week
later it still had not arrived. I called ACI on this. They informed that they
would email the permit to me. Three hours later the permit was emailed to me.
The next morning the city inspector arrived. He passed the mechanical
inspection, but informed me that ACI was also suppose to apply for and provide
me with an electrical permit. The inspector told me the electrical would fail
anyway because the electrician legged off of an existing 220 outlet, thus
leaving what appeared to be two 220 outlets wired to one 220 breaker. The
inspector required removing of the existing 220 outlet and placing an exterior
cover on the receptacle box. Apparently ACI did not file for this permit as well.
I called ACI of this permit and the wiring issue. An ACI representative told me
they would obtain the permit and talk to the electrician. ACI never responded
to me on the electrical permit or whether they talked to the electrician. I
learned a week later from the City of Spokane that the permit was finally
obtained by ACI. I called the ACI sales representative who placed the initial
bid for the A/C work to ask him to correct the wiring issue. He said he would
look into the wiring and get back to me. He called later that day and informed
me that the electrician told him that he disconnected the existing 220 so the
existing outlet had no power. I pulled the electrical panel to verify this and
discovered that the existing outlet was indeed still wired to a breaker, albeit
not the A/C breaker. Of note, the installer left a large hole in an exterior
wall where the A/C plumbing lines were piped in, leaving me to repair the wall.
The exterior A/C unit was also installed underneath a sloping eave, leaving me
to place a cover over it during winter to prevent damage from snow and ice
falling onto the unit. Once I realized that ACI would no longer respond to my
concerns, I called Lowe’s project specialist who accompanied ACI’s sales
representative during the bidding process on the issues with ACI. More than a
month has passed and Lowe’s specialists has yet called back. I have since
removed the 220 outlet, placed a weatherproof cover on the box, and called for
the city inspection which has passed.

My husband and I were having problems with our AC unit (originally installed by ACI 6 years prior) and a tech recommended compressor replacement. This was a warrantied part; however, additional necessary parts to replace the compressor, along with labor, was estimated at less than $800. This estimate was in writing.

The compressor was replaced on 6/18/19 and the final bill was over $1100, for which we had to obtain a loan. This is a significant price difference from the estimate. We never received an itemized bill and I have requested such repeatedly- both in writing and via phone calls.

Each month we pay a service fee of 21.73 for the Premium Loyalty Program. With this fee, new parts are to be discounted 20%. The parts that were necessary to accommodate the compressor replacement were never discounted. Again, I have requested our discount repeatedly- both in writing and via phone calls.

I have sent numerous emails via the ACI web site requesting our itemized bill from 6/18/19 (to see breakdown of costs- labor/parts/etc.) as well as our discount refund. Three specific dates of confirmed communication receipt were 7/30/19, 9/14/19, and 9/23/19- in which an automated reply assures the author that "a representative will get back to you shortly." We have received no response and believe that our requests are purposefully being ignored.

When I called on 10/02/19 to schedule our fall heater service, I again told the staff that I want a copy of my itemized bill and my refund, to which I was told that a manager was not available, but would return my call the next day. No call was received.

Our treatment has been the epitome of poor customer service. ACI's lack of communication and explanation is unacceptable and, to be quite frank, shady. I have been consistently respectful and patient. We will be sure to let everyone that we know how we have been treated. I would NEVER recommend them to anyone EVER.