American Ensign Van Service

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

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 approval. I was assured that there won't be any work done unless they have my aproval. my intention was if it is just a regular maintenance that they price 79.95 then it would be ok with me but anything more than that I had home warranty people coming the next day. I 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 system. that s why they suppose to contact me, that why they obtain my credit card and that is my property. I 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 system. This company is liable for letting their employee force himself into the house and creating the who situation by not following the protocol and instruction.

I have been cleaning my own CONDENSER COIL on a regular basis and it is not dirty. I had another A/C company come out the very next day and they confirmed that my CONDENSER COIL was not dirty and did not need cleaned. The fan motor failed, and was under manufacturer warranty. If this matter is not resolved within the next 5 business days, by 7-25-2016, my next step will be sending copies of documents and my contract to the Arizona Registrar of Contractors. [redacted]

On March 10, 2016, Mr. M[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 $348.11 See invoice referenced above. we discounted this 100% and lieu of Mr. M[redacted]’s decision to purchase the maintenance plan. In Mr. M[redacted]’s complaint he references this purchase of the above mentioned plan and states 24 hour support for his AC when in fact the terms and conditions item number seven specifically States guaranteed emergency service within 24 hours or repair labor is free. Regarding Mr. M[redacted]’s second concerned that ACE Home Services doesn't perform emergency service within 24 seven this is in accurate statement. It is true or general office are open between 8 AM to 8 PM Monday through Saturday excepting inbound customer service call starting at 7 AM until closing and Sundays and holidays 8 AM to 6 PM. After 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.e. medical 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 time. In researching Mr. m[redacted] claim of calling Ace we found he called twice July 27, 2016 at approximately 9:50 and 9:54 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 directly. Because he failed to provide all contact information were unable to schedule him the next day per the afterhours procedure stated earlier in this correspondence. The next morning at 10:45 AM Mr. M[redacted] called into Ace Home services were he spoke with our customer service representative Rose he was it upset we never showed. We informed him no such notification of his call from the answering service had been sent to us. We knew this to be factual as she was the on call Dispatcher the prior evening all these calls are recorded and available for your review. If Mr. M[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 case. Mr. M[redacted] did request a call back on them from a manager on July 29, 2016 and his call was returned for 11:43 AM but a final resolution was not reached this was Mr. M[redacted]’s last contact with Ace Home services. Taking 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 $548.11 services were rendered at the same time for the task number 4200 at $348.11 the quick reference pricey item 3 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 rendered. Due 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 Mr. M[redacted] of $200 the reimbursement check has been sent for his review I hope this addresses your questions and concerns. Respectfully,Becky G[redacted]Customer Service Manager

ACE Home Services is in receipt of this complaint. We are actively working on resolving this matter. Once we have a final determination and reached a mutual resolution with the consumer we will notify the Revdex.com in writing. In the mean time, if you have any questions or concerns feel...

free to contact me directly at ###-###-#### ext: [redacted]. Respectfully, 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]

This complaint has been resolved. We refunded the financing as requested by the consumer in the amount of $1552.04.

Good Morning, We are in receipt of the complaint. We received a call stating we had a driver driving erratically.  I tried to address the consumers concerns the best form possible. Unfortunately, we didn't quite see eye to eye. I elevated the complaint over to the Director of...

Operations and he immediately took action in resolving this matter. The Director drafted up an apology letter and agreed to compensate him wtih dinner vouchers for the inconvenience. we do consider this complaint closed.We appreciate the opportunity in resolving this matter on behalf of the Revdex.com. However, I do kindly request this complaint be removed against us as this is not related to our services we offer. If you have any questions or concerns feel free to contact me directly at ###-###-####. Respectfully,Becky G[redacted]Office Manager

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. I personally spoke with the consumer and agreed to a full refund toward the diagnostics paid. The refund will be processed today.

Good Morning,I spoke with Mr. Whi[redacted], the refund was approved and funded within 24 hours of the approval. We did fail to notify him the refund was completed. I wasked him if he was able to check the credit card statements online which he has no access to do so. I emailed Mr. W[redacted] the...

confirmation report dated 3/29/2017 (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]

This company is still selling, installing, and repairing hvac work according to their add. they still have business ads all over google with a ROC#[redacted] and the same phone number [redacted] Please see attached Thank you

I AGREE TO A FULL REFUND I WILL PROCESS IT TODAY

To whom this may concern: This letter is in response to your letter dated March 16, 2016. In your letter you outline a formal complaint from Ms. L[redacted]. In the complaint she stated several issues including but not limited to the following:·       Her air conditioning unit broke down mid season causing fish and plant to die·       We never fixed the problem from day one·       Technician offering a maintenance assurance plan·       Customer satisfaction overall After reviewing her account in detail I have determined the disputed amount due to her will be denied on our behalf for the following reasons: The [redacted] contacted our company to provide them with an estimate on replacing an existing 3 ton unit. Our estimator went out to the property and provided her with the estimate for the 3 ton replacement unit. At the time the quote was approved. We proceeded with the installation of the 3 ton unit.  Ms. L[redacted], contacted our company notifying us of the issues she was noticing after the installation. We sent technicians out to inspect the unit every time within hours of her call into our company.  We determined the unit installed was undersized for the home. She in fact, needed a 5 ton unit not a 3 ton as originally requested/approved by the [redacted]. Out of good faith we agreed to remove the 3 ton unit, replacing it with a upsized 5 ton unit at no charge to her. On May 5, 2015, a year after the installation we received a call from Ms. L[redacted] stating her unit wasn’t working. We scheduled for a technician to go out and diagnose the unit that same day. He got the unit working properly. I spoke to Ms. L[redacted] today regarding the situation/complaint. She informed me that on May 5, 2015 when she called for the service call she had just arrived from a month long trip. She also stated she found her unit not cooling; her fish and plants were dead. I asked Ms. L[redacted] if any was watching over the home and pets while she was out. Mr. L[redacted] informed me that in fact her neighbor was watching the home feeding the fish and watering the plants. She did mention her neighbor informed her; the home was hotter than normal. However, because she was out of town she didn’t contact our company to inform us the unit wasn’t working. Once again a few days later the unit broke down. We schedule a technician to go back out and diagnose the issue. There was no issue found at the time. However, because the unit was over a year old our technician recommended a preventative maintenance agreement. Ms. L[redacted] agreed to purchase the 3 year agreement to maintain the unit and not void any manufacturer warranties if there would be any lack of maintenance. She stated our technician informed her she needed to “wait for the repairs we have customers over 25 years that come first”. I can’t deny that fact this way said or not said. However, I can say all of our customer service representative, technicians and overall Employees are trained to treat our customers whether new or existing with the same high quality customer service and workmanship. After all, ACE is Always Committed to Excellence. If at any given point she felt threatened, mis-understood or we might have offended her in any way shape or form please on behalf of ACE Home Services do accept our most sincere apologies. I asked Ms. L[redacted] if her unit was working fine at the moment. She stated there is no current issues with the unit at all. But that she felt it wasn’t the best of the best. I offered to schedule for out Install Field Manager Harold to go out and personally inspect the unit she declined stating there is nothing wrong with the unit. She terminated the call and I have since tried to make contact with her and no avail.

ACE Home Services stands by its original response. we have tried to contact Mr. V[redacted] with no avail. ACE Home Services is NOT the original company that repaired his unit. Because of the confusion of the telephone or the previous company acquired we agreed to waive the diagnostics fee which was originally quoted at $79.95. We would be more than glad to repair or send a Field Service Manager out to his home to diagnose the issue once again at no charge to him. However, a fee for the actual repair will apply. We are more than willing to reach a mutual resolution in this matter. However, in order to do so we request verbal communication or mediation from your firm.  Respectfully,Becky G[redacted]

Good Morning,After reviewing the complaint I have determined what KJ, Director of Operations, stated is correct. Manufacturer stated the homeowner must have annual preventative maintenance on the unit in order to keep the warranty intact. Failure to maintain the unit can cause the warranty to be...

voided. We would be glad to service his unit and make any necessary repairs needed only if he agrees to bring the maintenance current. The warranty is no different of cars warranty. vehicle warranty covers the unit not the maintenance and oil changes. failure to do periodic oil changes could result in warranty being voided.

ACE Home Services is in receipt of this complaint. Once we reach a mutual resolution in this matter we will notify the  Revdex.com in writing. thank you

Good Morning,ACE Home Services received the complaint. ACE has been actively working with the consumer to resolve this matter. ACE and the consumer reached a mutual resolution in this matter in addition to the consumer agreeing to remove the complaint posted. In the meantime, if you have any...

questions or concerns feel free to contact me directly at [redacted] Respectfully,Becky G[redacted]

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

[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]