American Ensign Van Service

[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] ***

ACE Home Service has received the complaint and is actively working to resolve this matter. On June 15th I spoke the consumer regarding a pricing issue/disputeShe informed me her neighbor got a new unit installed at a much lower price than hersHowever, after further
discussion with the consumer we were able to indentify that the unit her neighbor purchased was the equivalent type of unit she had installedThe consumer agreed the pricing was different because of difference of the unit. In regards to the sheet metal I was not aware of this situation she contacted the Revdex.com prior calling our companyI contacted the consumer after receiving the complaint, she informed me she called a different company out to inspect her unit after our conversationThey informed her the sheet metal/stand installed was faulty and old but additional details we not givenHowever, ACE didn’t install a new stand we simply installed a twist transitionThe consumer had an EXISTING stand and it’s on a FOAMED in roof- if we were to remove the stand from the FOAMED in roof- it would have caused damage to the roofHowever, I did offer to the consumer a field supervisor go out and as the diagnosis from the other companyIf it’s something we did or might failed to do correctly and was written on the proposal we will gladly rectify itShe agreed to schedule an appointmentHowever, she was very adamant about the pricing issue stillI told her we would review her concern and potentially address her pricing issue.Our main priority is resolved every issue to were both parties reach a mutual resolutionOnce additional details become available I will notify the Revdex.com in writing. Sincerely,Becky G***Office ManagerOffice:*** *** ***

We handled this our contractor Robert C*** is handling thisThe issue is resolved

Good Morning,First and foremost I want to apologize about your experience with our companyWe strive ourselves in great customer service and professionalismWhen a warranty is voided we try to provide our customers the most information as possible so they know why a warranty is voidedA
warranty may be voided for several reason by the manufacturer which lack of maintenance is a big onePer the manufacturer specs any equipment installed must be properly maintained by a licensed contractorIn this case, the consumer failed to maintain the unit which cause of failure of the equipment could have been caused due to the lack of maintenanceI have a manufacturer statement that the warranty will be terminated if they fail to maintain the units properly. In regards to our service managers behavior please accept my apologize in this matterHis behavior may have been uncalled for. I would like to resolve this in a amicable manner to which both parties agreeplease have the consumer respond at their earliest convenience

It has come to me knowledge that air condition company's in Arizona are all very deceitful to the consumerThis business of buying another a/c company customer bass, phone numbers, address and work ordersWhen you call they answer the phone as if the company is still in business they say that company's and they will come out to check itWhen they came out to my house all they wanted to do was to sell me another unitAnt then told me that this company is no longer in businessThey just want your money I call a larger A/C company and they re did everything that the first company did eleven months agoThey were still advertising thanksgiving deals when I calledChanging the name Is a way that they use to void a warranty. I am convinced that air conditioning company's in Arizona are cheats and all they want is you money. Revdex.com should look into this scam out hereTaking advantage of peopleThank you

I reached out to the consumer this morningWe discussed about his concerns and the lack of follow up from our warranty departmentI personally apologized in behalf of ACE Home Services because this is NOT how we conduct business. We installed the part in question on 6/and since then the
equipment has been working up to spec As a courtesy and due to the lack of follow up from our company I agreed to a refund in the amount of $Mr*** agreed to the refund. respectfully,Becky G***

This is not true. Ace did not propose any options of repairs. I would like to see documentation of their repair work estimate if they are stating that was an option. The representative of their company informed us the repair work would cost as much as a replacement. He also stated are pipes were rusting but the company has a service crew at our house weeks earlier and no one mentioned any rust and our system was operating in good condition. There is another customer that posted on *** the same complaint form the same sales rep, but it wasn't degrees that day. They declined the offer and called another company and there were no rust or leaking and they got the repair work done.Ace has admitted to me that Sky was a problem employee and he is no longer with the company. My complaint is if they knew he was a problem in May, then why did this company allow him to continued to scam other customers. By the way the quote on *** was a ton unit for $7.1K for the same brand, but less than month later, we paid $for a ton.I have attached the *** complaint.Becky their representative informed me on the phone, she would refund me $and provide a year service contract for $1500, but she was getting management approval. I will call them today again, but I am not accepting their response as it is another indication of the dishonesty of this company.*** ***

Good Morning,We are in receipt of the complaint and actively working to resolve this matterWe will reach out to the consumer and try to reach a mutual resolutionOnce we reach a resolution on this matter we will notify the Revdex.com via email to your complaints
division. Respectfully,Becky G***

[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 *** 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,
Kirstin T***

ACE Home Services acquired ** *** customer data baseWe are not affiliated nor did we buy the companyAs a courtesy to their customers and a way to get our foot in the door we agreed to honor their preventative maintenance agreementsIn fact, on January 08,we preformed the 1st maintenance on
the unitWe are honoring the annual inspectionsIf they are looking to have another inspection they must pay regular price at $or whatever the advertised special is

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Ace did not admit to their wrong doing in this response. When their representative called me this morning, she apologized up and down and admitted to their wrong doingThis response however does not reflect anything that we talked about over the phone, but I guess I am not surprised that they did not want to put in writing that they messed up BIG TIMEThis response was an attempt to blame shift and I am not okay with thisAce did not contact us the moment we filed our complaintMy husband called them at 4pm and I called them at 6pmThey didn't get back to us until 8pm! They may work 24/as a company but it is unacceptable for them to think that calling a customer at 8pm is okay unless it is responding to an emergency call outEach time we called them, the operator told us that there wasn't a manager on dutySo, to say that they have one ALWAYS available is a lieWe were not confused about our warranty and we told the service man what our warranty entails (we even have paperwork detailing out what our warranty requires)It was Ace's tech that would not listen to the customer and refused to service our systemSince no work was done, I do not see why Ace feels like they did us a service by "waiving" our feeI would have disputed a charge even if they did try to charge us since they refused service.It was agreed to over the phone that they would come out to the house and perform a FREE tune up on Saturday the 24th between 8-10amIt will be done by a tech supervisor and we are the first call out that dayI fully expect that this service will be completed for FREE and it will be done correctly! I'm fearful of retribution in this case and I will take them to court if their tech harms our system.
Regards,
*** ***

ACE Home Services acknowledges this complaint. On 04/26/2016, we installed a Trane unit for the consumerAll of our quotes are presented to the consumer during the time of saleOur technicians are provided with numerical task numbers and the cost of the replacement unitsWe cannot send a
break down on everything being our pricing are based on all inclusive package deals. I have however, included a copy the installation invoice for your review.In the mean time if you have any questions or concerns feel free to contact me directly at ###-###-####.Respectfully,Becky G***

Hello, When we were called out on June 23, 2015, the consumer stated her air conditioning unit was blowing out cold airUpon our arrival as
accustomed we inform the customer what is wrong with the unit and how much it costs to fix itWe make several recommendations to either repair or replaced the part or complete unit based on of the unit, efficiency and cost of repairs While we were there she agreed to proceed with the replacement of the unitIt is now 3-months later and the consumer is stating she felt pressured and overchargedAll of our technicians are trained and certified professional whom are trained not to pressure a customer no matter the scenario. In closing, after further discussing this situation with the Director Of Operations our decision of not refunding the consumer the amount requested stands If there is anything additional you may need from us please don’t hesitate to call me at ###-###-####

7/7/ ACE Home Services was under the impression this complaint has been resolvedOn May 20th 2016, ACE Home Services agreed to refund the consumer $for the cancellation of the Preventative Maintenance Agreement, we agreed to provide the consumer with a monetary refund for the
alleged chair that was damaged by one of our technicians and $for the capacitorIn addition, the consumer wasn’t happy with the duct cleaning preformed at this homeAs a courtesy we agreed to redo the duct cleaning at no charge for his satisfaction We kindly request this complaint be closed Respectfully, *** ***

ACE Home Services has provided all documentation possible to comply with any requests made by Mr***Mr*** unit failed due to lack of maintenanceIn fact, Mr*** stating he has done maintenance on the unit himself automatically voided the warranty (if any) through the manufacturerThe warranty document attached outlines the mis-use, abuse and lack of maintenance/improper servicing will result in the warranty being voidedI am willing to work with Mr*** on the cost of the repairsHowever, I am unable to complete the job requested under the voided warranty

ACE Home Services has received the complaint and is actively working to resolve this matter. The moment the consumer contacted our office it was our full intention to resolve this matter without it having to be escalated. I explained to the consumer we never acquired the company mentioned. I also...

kindly explained that our company logo is clearly marked on our company Truck/van, uniforms and invoices/contracts. The consumer stated she over looked all of that. Upon our technicians arrival the consumer agreed to purchase a motor that was recommended to her due to failure. With the part installation we included a 3 year annual preventative maintenance contract. She agreed to all of this per he signed invoice dated 03/21/2015. Because we installed the part I would like to offer the consumer a refund in the amount of $250.00 which the remain paid would cover the price for the part and the technicians labor. Please notify once the consumer agrees to the refund offered so I can submit the request for refund.

After carefull review we have determined the following.Mr. V[redacted], called ACE Home Services under the impression we were the original company who repaired his unit in the past. When he called into our office we agreed to schedule one of our technicians out for a diagnostics. We originally quoted him a diagnostics fee of $79.95 which we waived for him upon our departure and a courtesy to him. Upon our technicians arrival he condemned the unit due to costly repairs and efficiency. We kindly explained that we are not the company he originally worked with and that we simply acquired the companies telephone number and customer database. However, I did explain we didn’t purchase the company as a whole nor their liabilities.I tried contacting the consumer 2 times last time I called him he stated “I wouldn’t buy a bike from you people” and hung up. He hasn’t provided us with the opportunity to discuss this matter. I would appreciate the Revdex.com intervention and explain this matter to the consumer.Respectfully,Becky G[redacted]Customer Service Manager

Ace Home Services is in receipt of the complaint. We did contact the consumer the moment the complaint was posted. no matter the day and time we always have a manager available to take a customers call or call customers back. Its out motto be available no matter the day or time. The...

moment I was informed of the complaint I immediately contacted the consumer regarding her complaint. She then informed me it was to late to discuss. They could have been a confusion in the way our technician represented the warranty to them. We do work on ALL units no matter the make. However, our tech was referring to the extended warranty the customer potentially had with the company that installed the unit. We do honor Extended Warranties through the manufacturer. Because of the issue presented the tune up fee of $29.95 was waived for customer satisfaction that day.

Im sorry I put everything on CC. I just noticed 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 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, 2017.  Thank you very much for your assistance in this matter.
Regards,
[redacted]