American Ensign Van Service

Good Morning, This has been rectifiedACE Home Services agreed to waive the prorate fee as per written on our invoices to satisfy the consumer and make a mends

After carefull review we have determined the following.MrV [redacted] , called ACE Home Services under the impression we were the original company who repaired his unit in the pastWhen he called into our office we agreed to schedule one of our technicians out for a diagnosticsWe originally quoted him a diagnostics fee of $which we waived for him upon our departure and a courtesy to himUpon our technicians arrival he condemned the unit due to costly repairs and efficiencyWe kindly explained that we are not the company he originally worked with and that we simply acquired the companies telephone number and customer databaseHowever, I did explain we didn’t purchase the company as a whole nor their liabilities.I tried contacting the consumer times last time I called him he stated “I wouldn’t buy a bike from you people” and hung upHe hasn’t provided us with the opportunity to discuss this matterI would appreciate the Revdex.com intervention and explain this matter to the consumer.Respectfully,Becky G [redacted] Customer Service Manager

ACE Home Services has received the complaint and is actively working to resolve this matterThe moment the consumer contacted our office it was our full intention to resolve this matter without it having to be escalatedI explained to the consumer we never acquired the company mentionedI also kindly explained that our company logo is clearly marked on our company Truck/van, uniforms and invoices/contractsThe consumer stated she over looked all of thatUpon our technicians arrival the consumer agreed to purchase a motor that was recommended to her due to failureWith the part installation we included a year annual preventative maintenance contractShe agreed to all of this per he signed invoice dated 03/21/Because we installed the part I would like to offer the consumer a refund in the amount of $which the remain paid would cover the price for the part and the technicians laborPlease notify once the consumer agrees to the refund offered so I can submit the request for refund

Once The ACE Home services contacted me to obtain a credit card before they diagnose the air-conditioning, I had repeatedly asked and requested that I am the owner and before any repaired I needed to be contacted for approvalI was assured that there won't be any work done unless they have my aprovalmy intention was if it is just a regular maintenance that they price then it would be ok with me but anything more than that I had home warranty people coming the next dayI was not contacted insert they say the tenant got the ok which that would have been very much expected from any tenant if they were asked even if they need a new air-condition systemthat s why they suppose to contact me, that why they obtain my credit card and that is my propertyI was told by tenant the repair man forced himself into the house and based his anger attitude they were afraid that he would do more damage to systemThis company is liable for letting their employee force himself into the house and creating the who situation by not following the protocol and instruction

Im sorry I put everything on CCI just noticed it

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

This complaint has been resolvedWe refunded the financing as requested by the consumer in the amount of $

ACE Home Services recognizes this concernIt is protocol to go out and assess the unitWe give recommendations based on age and efficiency or overall part unitIf it’s our mission to provide the best service as possibleAs always, if the customer is not satisfied we are willing to work with themI would be more than glad to refund the $diagnostics fee

Revdex.com: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.THIS ISSUE STILL HASEN,T BEEN RESOLVEDACE HOME SERVICES DID COME TO OUR HOUSE AND AGREEDED TO REDUCE THE PRICE OF ORIGINAL BILL BUT STILL HAVE NOT SENT THR REDUCED AMOUNT TO WELLS FARGO WHO IS FINANCING THE NEW AIR CONDITIONERNOT ONLY DID THEY NOT STAND BY THEY WORD THEY CALLED ME ON TUES THE 30TH OF JUNE AND WANTED ME TO GIVE THEM A RELEASE FOR REDUCTION BEFORE I RECTHE DEDUCTIONACE HOME SERVICES ARE THE MOST DISHONEST COMPANY I HAVE EVER DEALT WITH AND DO NOT WANT TO SEE ANYONE ELSE BE TAKEN BY THEMIF THERE IS ANYTHING ELSE YOU COULD DO IT WOULD BE GREATLY APPREICATED.Regards, [redacted]

We no longer own the business [redacted] owns the business and its customer base

ACE Home Services is in receipt of this complaintWe will actively work on resolving this complaint with the consumerOnce we have a resolution we will notify you via email.Respectfully,Becky G [redacted]

ACE Home Services is in receipt of this complaintOnce we reach a mutual resolution in this matter we will notify the Revdex.com in writingthank you

Revdex.com: 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 Regards, [redacted]

ACE Home Services is in receipt of the complaint.On 06/21/2016, we were called out for a no cool diagnosticsThe price quoted for the diagnostics was $Upon our arrival our technician diagnosed the unit needed refrigerant, capacitor needed to be replaced, coil needed to be cleaned and a start assist was recommendedBased on our protocol we called the Homeowner to approve the workOnce the job was approved, our technician proceeded with the repairsUpon completion we called the homeowner to inform him the total amount dueHe declined paying the amount being chargedAs a courtesy we offered a 35% discount he still declinedAt this time out technician contacted our service manager to inform him what was told to himOur technician was instruction to removed the parts installed and evacuate the Freon addedAs a courtesy our technician informed the tenant what he was going to proceed to doThere was no reason to enter the home being the condenser is located outside of the homeHowever, the tenant declined stated she was very hot and needed some type of cooling in the homeShe agreed to pay for the repairs out of her pocketACE Home Services recognizes this as a complaintWe tried everything we could to satisfy the consumer including giving him a 35% discount at the time of service totaling $in discountsI have attached a copy of the invoice for your reviewThis is a pricing concern and kindly request this complaint be removedRespectfully,Becky G [redacted] Office Manager

On March 10, 2016, MrM [redacted] purchased and air-conditioning maintenance Assurance plan from Ace Home services, agreement number # [redacted] (See Attached Item Number One) Per Service Invoice # [redacted] (See Attached Item Number Two)At the time we clean both evaporative coil and condenser coil's at a cost of $See invoice referenced abovewe discounted this 100% and lieu of MrM***’s decision to purchase the maintenance planIn MrM***’s complaint he references this purchase of the above mentioned plan and states hour support for his AC when in fact the terms and conditions item number seven specifically States guaranteed emergency service within hours or repair labor is freeRegarding MrM***’s second concerned that ACE Home Services doesn't perform emergency service within seven this is in accurate statementIt is true or general office are open between AM to PM Monday through Saturday excepting inbound customer service call starting at AM until closing and Sundays and holidays AM to PMAfter these hours calls are rolled over toward Answering service were customer name address and contact information is collected passed on to the afterhours Dispatcher who logs the calls Who then in turn contacts the customer based on the a certain levels of emergency need i.emedical related possible damage or like your property or just too uncomfortable to sustain and schedule it accordingly based on the technicians location current role workload and total technicians availability at that timeIn researching Mrm [redacted] claim of calling Ace we found he called twice July 27, at approximately 9:and 9:PM while on hold had one call ahead of him he was transferred to the Answering service where he chose not to place an order but instead hung up with the Answering service because he could not speak with a customer service representative from Ace directlyBecause he failed to provide all contact information were unable to schedule him the next day per the afterhours procedure stated earlier in this correspondenceThe next morning at 10:AM MrM [redacted] called into Ace Home services were he spoke with our customer service representative Rose he was it upset we never showedWe informed him no such notification of his call from the answering service had been sent to usWe knew this to be factual as she was the on call Dispatcher the prior evening all these calls are recorded and available for your reviewIf MrM [redacted] in fact have placed a request with the answering service this operating procedure would have triggered and he would have been contacted for scheduling unfortunately this was not the caseMrM [redacted] did request a call back on them from a manager on July 29, and his call was returned for 11:AM but a final resolution was not reached this was MrM***’s last contact with Ace Home servicesTaking all this into consideration ACE Home Services is willing to refund him on his maintenance insurance plan the total contract price for the three year service was $services were rendered at the same time for the task number at $the quick reference pricey item per the plans cancellation terms any completed work that was discounted under the preventative maintenance contract will be deducted from the refund at full retail price and further reduced by the monthly prorated services renderedDue to the short period of time that has lapsed since ACE Home Services is willing to waive the prorate condition of this agreement allowing for completed work to deductions this leaves a balance due to MrM [redacted] of $the reimbursement check has been sent for his review I hope this addresses your questions and concernsRespectfully,Becky G [redacted] Customer Service Manager

[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.] Revdex.com: 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 Regards, [redacted] ***

Revdex.com: 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 had paid the amount prior to the resolution and they have responded with an email that the payment would be refunded on Wednesday, July 5, Thank you very much for your assistance in this matter Regards, [redacted] ***

Good Morning,ACE Home Services received the complaintACE has been actively working with the consumer to resolve this matterACE and the consumer reached a mutual resolution in this matter in addition to the consumer agreeing to remove the complaint postedIn the meantime, if you have any questions or concerns feel free to contact me directly at [redacted] *** Respectfully,Becky G [redacted]

Good Morning,I spoke with MrWhi [redacted] , the refund was approved and funded within hours of the approvalWe did fail to notify him the refund was completedI wasked him if he was able to check the credit card statements online which he has no access to do soI emailed MrW [redacted] the confirmation report dated 3/29/(please see attached)He agreed to withdraw the complaint being this complaint was resolved as agreed upon prior submitting the complaint respectfully,Becky G [redacted]

ACE Home Services is in receipt of this complaintWe are actively working on resolving this matterOnce we have a final determination and reached a mutual resolution with the consumer we will notify the Revdex.com in writingIn the mean time, if you have any questions or concerns feel free to contact me directly at ###-###-#### ext: ***Respectfully, Becky G [redacted] Customer Service Manager