ComplaintsforAce Home Services

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company verbally guaranteed a warranty on a water softener I purchased from them and will not honor it in writing. Have made several attempts to contact Management over the issue and they will not return my calls.

  

  Business response

  10/23/2023

  Dear BBB Representative,

   

  Since the date of this complaint the home owner spoke with the manager regarding his concerns and has been given the information that he was seeking. The customer removed his complaint on ******* Reviews" but forgot to remove his BBB complaint. Manager *********************** (***) spoke with the customer today 910/23/2023) and the customer said that he will remove his ******************** complaint when he gets home today. Ace remains ready to serve this customer if any other issues arise but to our knowledge this customer has been taken care of and has no outstanding issues.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We enlisted ACE Home Services to do plumbing work on two showers prior to re-tiling. On March 24, ACE Home Services plumber, ***********************, completed the work for which we paid $2625. Included in the work was replacing shower valve in each shower. A few days later, we noticed that ****** had sawed through the drywall into the adjacent room. (white vertical **** in first image) I informed ACE of the damage the next day. On March 31, I was contacted by ****** from ACE. He said that he would come by on April 3 to inspect the damage. He never showed up on April 3 nor did he call to reschedule.April 6: ***** Plumbing came to install the shower faucet trim upon completion of the tilework. I was told the shower valves were not installed to the correct depth and the faucet trim would not lie flush with the tile. The valves had to be reinstalled. On one shower, a further cutout was made in the damaged wall to get at the plumbing (large square cutout in first image). The second shower was on an ext wall so tile had to be removed. (second image). Total for the above work, including drywall repair and re-installing tile, was $1270 (see attached invoice)Between April 6 and 17: ****** called and I told him of the add'l issues and that I expected ACE to pay for the remedial work. He said he had to check with his mgr, *****, who would contact me.April 19: After no call from *****, I called and left a message with him. He never called back.May 5 and 8: I called and left VMs with *****. He never called back. May 8: I called ACE's central customer service line and spoke with ****** who said she would send a msg to *****. No response from ***************** 9: I called and left a vm again with ***** and ******. Neither called back. May 10: I called and left a vm with *****. I called ****** who told me ***** was in transit and would call me upon his arrival. It is 3 hours later and still no response.We are asking for assistance in getting a response from ACE.

  

  Business response

  05/11/2023

  We are in receipt of this complaint and actively working to resolve this matter. We will notify the BBB in writing once we reach a resolution. 

  Customer response

  05/11/2023

  
  Better Business Bureau:
  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Around 4/18/2023 I asked *** to do a routine inspection and tuneup.on my HVAC. A man came and looked at the system. He said the system was 14 years old, the readings were bad and then showed me a photo of rust. He spent at least 30 months on his iPad pressing the same buttons over and over. I said lets do this another day but he told me he just about had it done. He quoted me $7700 or $20000 for extended warranty. Then he said let him get his supervisor. I had no idea there was someone out there let alone why a supervisor was sitting in a truck for 45 minutes. The supervisor came in and talked for a while and told them I wanted to think about it. I called another company and the technician came out, looked at the system and said the unit was only 6 years old, the readings were good and and the rust was in the drip pan and to be expected. I was charged $700 for some upgrades. To me Ace had no intention to do an inspection. Their sole agenda was to sell me a new system. I consider that to be an attempt to commit fraud.

  

  Business response

  05/11/2023

  We are in receipt of the complaint. We will work with the consumer to resolve the issue at hand. Once we reach a mutual resolution, we will notify the BBB in writing.

  Customer response

  06/22/2023

  This is *****************************. I dont have the case number but I would like to reopen the complaint against ***. I think it was May 21st that I talked to a ***** about a monetary settlement to the issue. We agreed to $350, which is one half of the amount I paid to another company. She said it would take **** days to get the money to me. When I didnt receive it I called her again and she said she was no longer working there and to call *******************************. I tried to contact her twice but no call back. I then called last Monday and the receptionist said she would pass it on to upper management and put urgent on it. I still havent heard from them and now Im frustrated and and angry. 

  

  Business response

  07/27/2023

  ***** no longer works for Ace. Unfortunately she resigned without notice and this customer has been affected by this unexpected departure. I've already made contact with my accounting department to expedite this check for ************************ as agreed. I do have a note in his account that confirms this agreement was made, *** does not dispute the fact that this money is owed to ************************. I called the customer upon receiving this notice but was transferred to his voicemail. As soon as his check is prepared I will call the customer again to let him know that the check has been mailed and we should be able to resolve this situation in the next few days.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  was billed $900 for 2.5 hours of custom plumbing for a one hour job. the work was subpar and not up to code. it has leaked twice and the company is refusing to follow up despite repeated attempts from me to make contact.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started working with this company in summer 2020 right after I bought the home. They installed a mini split unit. On November 17 2021 they did a cleaning on it which has damaged the motor and caused it to make a high pitch noise when running and has shortened the life span of the motor. They will not fix it or acknowledge. On september 15 2022 I hired someone to take a look at my until because I stopped trusting ace and he found and oil leak do to a faulty install. A flare fitting started leaking oil after they over pressurized my unit because it has shorter lines then the standered installes. That extera pressure caused the flare fitting to go bad. I contracted ace and had them look at it on september 17 2022.The ace technition agreed that it went bad do to pressure when he was out here, ***'s onsite supervisor wanted to charge me $1,200 for the fix, I didnt tell him about the other technician that i hired diagnosis and attenpted to contact the manger I spoke to previously, she was like a customer relations manger I want to say her name was ***** and now they won't call me back. When I didn't do anything wrong and it only has to be fixed because of them. *** will not return my calls.

  

  Business response

  11/04/2022

  We are in receipt of this complaint. we are actively working on resolving this matter. Once we reach a mutual resolution, we will notify the BBB in writing.

   

  Respectfully,

  *************************

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 29, 2022 a technician/salesman from Ace Home Repair ascertained I needed a new A/C unit. The salesman asked if my power company is SRP or APS. I said it was SRP and he said SRP was giving a $500 rebate on a new system, APS was not. The system ordered was a Carrier. I paid half - $4675.84 - that day and the other half - $4675.84 - when the system was installed on Monday, May 2. After installation I was told I would receive 2 phone calls, one from an outside company to fix the ceiling cover to the attic and another from Ace's rebate department. I was also told I have 2 free checkup service calls from Ace. I received a call about the ceiling cover and a team came out and repaired it. I called Ace and spoke to a customer service rep about the rebate and she said someone would call me. No one did. In the last two months I called three times and requested the status of my rebate. Each time I was told I would get a call back from a manager but I received no call backs. On July 18th I contacted the ******************** via email to see if they could help me get the $500 rebate . The Ombudsman reached out to his rebate team who called Ace and was told someone would call me but no one called. The rebate team again called Ace and the Ace rep told SRP that my unit did not qualify for a rebate. Now - I was told I would receive a $500 rebate. The qualification was being an SRP customer. Period.I then received a call from a customer service person who asked me to tell her my story. She said the sales manager would contact me and he left a brief voicemail with his number and said to call him back. The last 3 days I have called him 3 times and have left him messages inquiring about the rebate. He has not called me back.SRP told me to contact the Better Business Bureau.Ace does not return my phone calls and is not honoring their word. I have nothing in writing. I don't even have an invoice! I want them to honor their salesman's word and give me my $500 rebate.

  

  Business response

  08/08/2022

  ACE is in receipt of the complaint and actively working on resolving this matter. We will reach out to the consumer to address the complaint. Once we reach a mutual resolution in this matter we will notify the BBB in writing. 

  Customer response

  08/08/2022

  SRP contacted ACE and tried to have this resolved. ACE did not resolve it and did not return my phone calls. it was SRP themselves who suggested I contact the BBB. I have no reason to believe ACE will resolve this in good faith. The only resolution is a rebate check for $500. I don't need a phone call. I need a rebate check and I would like assurance of such in writing. 

  

  Business response

  08/19/2022

  Good morning,

   

  Following up our recent email to the BBB we have since then we have reached a resolution in this matter.

   

  When the equipment was purchased, it was not an eligible unit for the rebate. However, since the consumer mentioned ************** promised this we have since agreed to refund the consumer in the amount of $500.00

   

  We ask the BBB closed this complaint as resolved.

  Customer response

  08/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business in reference has already sent the $500 rebate.
  
  Thank you for your assistance in this matter.
  
  ***************************
  
   
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two new air-conditioning units in April 2020. 3 men installed the units. They were also serviced in April 2021. One of the units has an exposed hole that was never protected or covered. The discovery was made when I had someone cleaning debris off of my roof after a big storm. Underneath, there is an opening, half circle where air is escaping and debris and critters are crawling inside the air ducts. After the discovery was made, three pieces of tape were placed over the hole to protect the elements overnight from coming in and additional air escaping. That day, December 29, 2021, I called Ace Home Services and made an appointment to have this looked at. December 31-The serviceman/****** told me, They would review it and see if I am responsible or they are responsible, but considering how long its been it might not be covered under warranty anymore. And were not sure if you are the one who put that hole in your unit. January 3-After not hearing back, I called the company and asked to speak with a supervisor/***** who said she would look into it and get back to me by 1 PM on January 3. She never did. She had ****** call me back and say it was tampered with and they are NOT responsible. This is a appalling and dishonest! The unit was delivered and installed and the hole deceitfully hidden from me. Now, *********** is claiming it is no longer covered under warranty because I tampered with it. I clearly DID NOT, They are untrustworthy and probably assumed I would never know there was a hole. My ******* merely put tape over the exposed hole to protect me during a storm until they fixed it. If they had three installers, not one of them noticed there was a gaping hole in my unit and it needed to be covered with steel? So much disloyalty within this company.

  

  Business response

  01/11/2022

  ACE Home Services is in receipt of this complaint and actively worked to resolve this matter. The issue of the small hole that was left exposed is likely an oversite on the part of ACEs install team out on 4/22/2020. It does not appear that there was any sealant on the exposed location. I also see no reason that a customer would tamper with the unit. The unit is still under ACEs workmanship warranty so we will be taking care of sealing the exposed portion of the unit at no charge to the customer. I do think that it is reasonable to request that the air ducts be cleaned considering the possibility of dust and debris being introduced into the system because of a mistake made by ACE employees. I do not think this lack of sealing the unit on the bottom was done maliciously nor would ACE purposely not tell the customer if we found an issue. ***************** has been a good customer of ACEs for years using our AC and plumbing services. I will work with her to rebuild any trust lost and correct the current situation at the house.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have a mini-split air conditioner that flooded the room that it's in on 9/6. I knew the line to the outside was clogged but didn't know how to get to it or unclog it. I called ACE Home Services, talked to ******* and specifically asked if they worked on mini-splits because I knew everyone didn't. She assured me they could. When tech, ********************* arrived he told me he could look at it but did not have experience with mini-splits. I told him ******* assured me that their company could deal with this. He agreed to look at it and agreed that the line was probably clogged. After removing the covers, we could see that it did indeed need cleaning but could not tell where or how to unclog the line to the outside. He told me he did not have the necessary equipment to work on the air conditioner. He promised me he would get back to me about having another employee do the work. I have yet to here from him. I was told I then had to talk to ******** but she has never returned my calls.

  

  Business response

  02/10/2022

  To whom it may concern:

   

  This letter is in response to your letter dated February 9, 2022. In the letter you are informing us the consumer stated we stated we failed to unclog the drain pan during the service call. The moment we received the complaint we immediately took action in resolving this matter.

   

  I reached out to the consumer reviewed the complaint. We reached a mutual resolution in the matter and agreed to refund her the $79.95 diagnostics fee.

   

  (Quick side note: consumer stated this complaint was submitted last summer. i just received the complaint Friday not sure if this was a glitch or not.)

   

  Best Regards,
  *************************

  Administrative Director
  Office: ************ Ext. # ***

  Cell: ************
  ACE Home Services, LLC
  4814 **********.
  *******, ** 85040

  ROC LIC #******, 286869 

  Customer response

  02/11/2022

  
  Better Business Bureau:
  
  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 for the business to perform this action and, if it does, will consider this complaint resolved. But I am wondering why it took 6mos to be brought to their attention.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Invoice # ********* 2/23/2021 $7,140.00 Excavated down approximately 10 feet to sewer mainline by use of contractor Badger hydro jettiing daylight service, in order to reach breached portion of mainline drain which had separated. Repaired by removal and replacement. Also installed bullhorn clean outs. Back filled with clean back fill top soil dirt. Recompact soil. After first monsoon rain about a month ago 2 small holes appeared near sidewalk. The area of the large excavation became depressed. Called Ace to correct. Plumber looked at it and said someone would come check it out. They set an apt. in a week, then cancelled. Then the next big rain came a week ago. The large excavation area is down at least 3 ft. There is no sign that water and soil disappeared in runoff. Where did it go? Also the small holes are bigger! We called and they were to come yesterday, 8/19/21. They cancelled. I don't think they even have looked at how deep the hole is! Pipes are exposed , landscape @ risk

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 22nd 2021, I had a sales representative ****** come out to the home. He completed the sale and I paid in full $6,775. The install was scheduled for May 25, 2021. On May 25th, 2 technicians arrived and installed a new ac unit outside and the air handler inside the home, as well as a new thermostat. The unit was running when they left, but not down to the set temperature. The temperature never got below 84 degrees on the thermostat although I had it set for 80 degrees. I received the 1st electric **** $356.23, above solar panel production & much more than I'm used to. ED3 suggested faulty air handler or wired wrong. Called ACE, tech came, problem not resolved. Received **** for another $1100 electric. Called a few times for repair, finally tech wired correctly on 7/20/21. Final **** received for approx $600. Tech stated he noted acct they had it wired wrong so furnace was always on & I would be forwarding electric bills. Mgmt has given me runaround, but has the ************* graph

  

  Business response

  03/22/2022

  Good Morning,
  
   
  I reached out to the consumer in hopes to reach a mutual resolution in this matter. The consumer will submit all necessary/requested documentation for review. upon completion of our review we will reach out to the homeowner with our final offer as a resolution. The consumer agreed to submit all necessary documentation by tomorrow.
  
  
  Respectfully,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩