ComplaintsforAce Plumbing Heating & Air Conditioning

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8-8-23 I paid Ace Plumbing, **************************** $1,383.74 to maintenance my HVAC as well as fix an issue with the unit. After a week the issue persisted and I had to call *** to come back to my house. After a second inspection the actual issue was determined as a coil that needed to be replaced. Afterwards I was told by the mechanic that the part was under warranty and he would call me back on the same day. After waiting over the weekend with no word from the mechanic I called Ace and was told on 5 separate occasions that I would receive a call from them to set up a date to fix this issue. Finally after 2 weeks the mechanic calls me back only to tell me that the part is not under warranty and it will be an additional $1500 to fix it. I told him that I dont feel this is fair as not only was I told the part would be covered but I also paid the company to fix a problem that still persists. After all this Im able to speak to the owner ***** who apparently just got back from vacation and I told him the whole situation. I expressed to him that I either wanted a refund for the work that was done as it didnt fix the issue or I would like to issue to fixed for free as I was told the part is covered. After some back and forth he tells me that he will cover the cost of the part as we have had such a bad experience with the company and that he would and have someone to my house Im a week to fix it the issue. Now a week later after they finished installing the part the worker presented me with a bill for $1,015 and I told him that ***** said he would cover it. The worker called ***** who then denied ever saying that he would cover the cost and began threatening to take me to court. He also claims to have a recording of our conversation about the matter, however whenever I ask to hear it he refuses. Given his huge change in tone, it is my belief that he was never planning on covering the cost of this part and has now threatened to take me to court and put a lien on my house.

  

  Business response

  09/08/2023

  There is unfortunately a large difference of opinion on this service and it is probably best resolved in court however if the customer would agree to pay half of the invoice that was done at our wholesale parts costs (*******) for a total payment of $507.00 Ace Plumbing will agree to waive any further billing and consider the matter settled.

  Customer response

  09/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ACE Plumbing had installed a heating/ air conditioning system at this residence. In January 2022 the evaporator coil failed which made the whole system unusable. ACE Plumbing provided a quote to replace part that failed under warranty or replace whole system with new system. All of the necessary warranty information was provided and a request to replace warranted part was made. It is now February 2023 and ACE claims they are still waiting for the part, do not provide any communication on why the significant delay.

  

  Business response

  02/06/2023

  This issue is now being addressed by our owner and manager. We are checking on status of the parts and will update both with the customer and here.

*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. ↩