Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to the character limit of this text box, I have attached both the initial email and my most recent email detailing the issues that have transpired. These, along with others, were written because a manager did not return my call, and another employee informed me that the manager assigned to handle my concern was on *********** first official outreach was on July 23rd, and I have followed up multiple times since then. On September 5th, I finally received a call back, but I was unable to answer as I was already on another line. I returned the call within 8 minutes, yet the employee I spoke with stated there was no record of anyone having called me. They attempted to reach the manager who had called, but were unable to do so, and assured me that the manager would return my call. Unfortunately, that follow-up never happenedconsistent with my overall experience thus ****** has also been extremely difficult to reach someone in charge, as ACE hides much of its contact information behind general channels. When we first began working with ACE years ago, our experiences were very positive. However, over the past year and a half, the quality of service has noticeably declined.I am hopeful that someone in management will review this complaint so we can work toward a fair resolution. Please refer to the attached documents or your internal company emails for the full details and record of the multiple correspondences Ive sent over the last two months.

  

  Business Response

  Date: 10/29/2025

  Thank you for the recent conversation, and for the opportunity to figure out a resolution. As we discussed, were happy to offer you a refund. Once you send over the invoice from the other company, we will be happy to review it and assist further.
  
  We appreciate your patience and the opportunity to make things right our goal is always to ensure youre satisfied with the service you receive from us. Please don't hesitate to reach out to us directly with any other concerns. 
  

• Initial Complaint

  Date:09/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 18, 2025, following an annual AC unit inspection, Ace Solves It All replaced the motherboard on our unit, charging $579.53. We were told that this part would ensure proper running or our AC system and should resolve all issues with it. Within 4 days, the problems with the system continued and were indeed NOT RESOLVED. Another technician arrived and stated that the overlying issue was the need for an entirely new duct system, with an estimated cost of over $20,000. They wanted to schedule one of their "loan development" people to come provide a more thorough estimate. I contacted another contractor who specializes in ********** for a second opinion. He found that not only was the motherboard NOT a necessary replacement, it was also under FULL WARRANTY. Additionally, the part that was causing the issue was a known "optional" part that was readily explained in the manufactures website and manual. The technicians from *** never referred to the manual, the warranty, or this optional part!I am seeking a full refund for the motherboard part that was installed. ACE Solves it All pushes excessive repairs, sends estimates for work that isn't necessary, and at this point in time, I feel works under fraudulent methods.

  

  Business Response

  Date: 09/25/2025

  Were very sorry to hear that you feel your concerns havent been fully resolved. Our technicians inspected your system on two separate visits, and their diagnostics showed issues that needed to be addressed. Based on those findings, the motherboard was replaced to restore functionality. 

  We understand you sought a second opinion and appreciate you sharing that perspective. While we did request documentation from the other contractor and did not receive it, please know our goal has always been to ensure your system is operating properly. 

  We regret that the experience did not meet your expectations and remain committed to providing clear communication and quality service moving forward. If youd like to discuss this further and finalize the resolution, please reach out to us directly so we can move forward.

  Customer Answer

  Date: 09/29/2025

   
  Complaint: 23823970
  
  I am rejecting this response because: the resolution is a full refund because ACE installed and charged us for a component that WAS NOT the issue. Additionally, that component, the motherboard, was under full warranty based on the manufacturers installation date. The technician that came the first two times guaranteed that the issue was the motherboard-  after agreeing and paying for this component, the A/C failed within 2 hours after tech left and clearly was not the fix.  When we had second and third opinions- companies shared that the mother board was never the reason for the issue.  Note, ACE's statement about requesting to review a second opinion is not true-see attachment. The ACE team follow up visit was scheduling an extensive, full house, duct replacement as a resolution. There was NEVER any follow up on why there was a need to install the motherboard. They used fear and intimidation to claim that the entire system was faulty, unsafe, and the house was not going to be cooled or heated properly without the new duct system and new unit motor. I have also attached their follow up estimates, again, NEVER looking into the possible starter component which was the fix.  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/29/2025

  Thank you for your time and patience. We have reviewed your file and claim and agree that you are owed a refund. Please allow up to two weeks to receive your refund, and do reach out if you have any questions. 
  

  Customer Answer

  Date: 10/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please have the refund check drafted and sent to ***** *******, *************************************
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/27/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Breach of contract.On March 03 2016, I entered a contract with Ace Solves it All, CAC1816543, to maintain an air cleaning system within the house AC system. On June 20th, 2025, their technician evaluated the system as no longer operational and needs maintenance. I have paid over $3000 since the original install in 2016 to keep my contract commitment. They have also maintained their side of the contract up until June 25th, 2025, when they informed me they would no longer recognized this agreement. The device is unique to their company with no other options for repair. I demand full compensation of cost of the contract and original equipment installation costs .Attachments:Original warrenty for life agreement.Copy of no cost warrenty work previously Copy of recent evaluation of the ** system needing repair or replacment.

  

  Business Response

  Date: 07/15/2025

  Thank you for your message. Were glad we were able to connect with you and schedule an appointment for Friday, July 25th, to replace the ** bulb at no cost under your warranty. We appreciate your continued loyalty and are happy to hear that you feel we are treating you with the level of service you expect and deserve.

  If there is anything else you need in the meantime, please dont hesitate to let us know.

  Customer Answer

  Date: 07/21/2025

  Spoke to the company and they committed to standing behind the warrenty. They are scheduled to come to the property on July 25th. I would like to see then, if the issue is really resolved .

  Customer Answer

  Date: 07/25/2025

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

• Initial Complaint

  Date:11/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 31, 2024 a "Technician" from Ace Solves It All made a requested service call to My condo in *********, **. My kitchen ceiling **************** exhaust fan had stopped working. I was misled by the "Technician" to believe that it could be a major electrical issue, possibly due to the recent hurricane that impacted this area, & that I'd have to pay $414.91 "up front" for Him to perform "diagnostics". Trusting Him I felt I had no choice & reluctantly agreed to Him proceeding with said "diagnostics", which ended up consisting of about 15 minutes "work" testing for power at the circuit ******************** I was told that BOTH switches, simple toggle switches, were faulty, & He falsely stated that He wouldn't know if this would solve the problem until AFTER He replaced the switches, which would cost Me an additional $147.03. It took Him no more than 10 minutes to replace the switches, & these are simple inexpensive switches readily available at ********* for less than $3 each. Total bill was a staggering $561.94!! I called a local REPUTABLE electrician in St. Cloud & told Him the nightmarish story. He knew all about Ace Solves It All & told Me that He had numerous encounters with this unscrupulous outfit, all involving misleading diagnoses, price gouging, grossly overcharging customers (especially senior citizens like Myself...I'm 75). He further stated that $561.94 was absolutely OUTRAGEOUS & a definite case of price gouging. He emailed Me a quote for the SAME exact job ************************ of 2 switches)....$147, which would include a service call fee!! Since then I've read reviews on *** posted on Yelp. Out of 85 reviews, 80+ are scathing, 1-star reviews describing the same price gouging & misleading tactics, so I'm not alone. I've called this company almost every day for TWO WEEKS trying to speak w/a Manager w/the hopes of reaching a compromise & obtaining a partial refund of $356.91 for the "diagnostics". NO ONE will return My calls!

  

  Business Response

  Date: 11/26/2024

  We have spoken with the customer and had a good conversation. The concerns expressed were met with a solution and we have taken steps to ensure our process provides 5-star service.

  Customer Answer

  Date: 11/26/2024

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

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** took my money- full payment, but didn't finish the job, and now all I get from them when I call them is 'Lip Service '. I paid them nearly 9 thousand dollars to re-pipe my home including (post re-piping) drywalling. After the re-piping was completed, they failed to follow through on the permit/inspection process & the drywalling.

  

  Business Response

  Date: 10/14/2024

  Mr. ******,

  Thank you for bringing this to our attention. We sincerely apologize for any frustration or inconvenience caused. As you know, we are actively in communication with you to resolve the remaining aspects of this project.

  The permit is scheduled to be posted tomorrow, 10/15/2025, and we are aiming to have the inspection completed the following day. Once the inspection is passed, we will promptly schedule the drywalling to be completed. We discussed these updates with you earlier today as we wanted to make you fully aware of the current status and next steps.

  We are committed to completing the job to your satisfaction and appreciate your patience as we work through the process.

  

  Business Response

  Date: 10/17/2024

  Mr. ******,

  Thank you for bringing this to our attention. We sincerely apologize for any frustration or inconvenience caused. As you know, we are actively in communication with you to resolve the remaining aspects of this project.

  The permit is scheduled to be posted tomorrow, 10/15/2025, and we are aiming to have the inspection completed the following day. Once the inspection is passed, we will promptly schedule the drywalling to be completed. We discussed these updates with you earlier today as we wanted to make you fully aware of the current status and next steps.

  We are committed to completing the job to your satisfaction and appreciate your patience as we work through the process.

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June, 2023, *** replaced the ** compressor in my home. In order to get a reduced cost for the job, I signed up for a one year subscription to their Family Value Plan at $25 per month. I expected this subscription to expire at the end of one year. Instead, without my approval, they rolled-over the subscription to the following year, starting July 2024. I was charged $25 on my credit card in June 29, 2024, the first charge for the new subscription. I called Ace twice, on Monday July 1, 2024, and again on Tuesday, July 2, to instruct them to terminate my Family Value Plan enrollment, and to refund me the $25 June 29 charge. I was told on both occasions by the operator that my request has been put through to their billing department, and that I would get a confirmation call-back. I have received no call-back to date. I just want them to terminate my enrollment, and refund me the $25 charged June 29.

  

  Business Response

  Date: 07/24/2024

  Thank you for bringing your concerns to our attention. We take all feedback seriously and appreciate the opportunity to address your issue.
  Our records indicate that your membership plan was renewed automatically. This policy is outlined in the membership agreement, specifically located on the far right below the signature line. We understand that this may have caused some confusion and we apologize for any inconvenience this may have caused. We have processed your credit card refund.
  Please let us know if there is anything else we can do for you at this time. Again, we sincerely apologize for the inconvenience. Thank you.

  Customer Answer

  Date: 07/24/2024

  I received the refund I was seeking, but only after my credit card bank notified the company of my complaint.  I do not recall receiving a copy of the alleged agreement for the Family Value Plan, which binds me to a rollover agreement unless i revoke, in writing, said agreement.  

• Initial Complaint

  Date:06/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/6/24 my ** stopped working. Since I purchased a service agreement with Ace Solves it All I contacted them 6/7/24.The sent a tech out, ****, on 6/8/24. He did his diagnostic and said the main computer board was bad and we needed a new one. I told him to proceed. After three business days without contact from Ace, I called to find out our status. According to ******* in the office. **** NEVER file a report so nothing was being done about my system. I requested to speak to customer **********************. ****** called me back and said ******* was mistaken The report was there and once I approve the estimate we can proceed. The emailed it to me, and I approved it. The next day, **** returned. After a few hours he announced he check ** top to bottom and it works perfectly. I paid hi $783.86 and he left. Two hours later we realize it is not working. The Nest thermostat has an ERROR E74, wiring problem. We call for service again. This time ***** comes out. When I mention ***** report, ***** picks up his work tablet and point to it and says, **** never filed a report. (is someone lying?)***** examined the system and told me the Nest thermostat was broken to replace it. Well that also was not the problem and the ** still does not work.This time they sent out ***. Upon arrival, *** says: ***** is a senior tech. He knows these things better than I do. I dont like Nest and do not work much on them. When I tried to explain what ***** (the senior tech told me, *** yells at me: ***** is NOT god. ***** does not know everything. I DONT CARER WHAT ***** TOLD YOU. Screaming the whole time, in my own house, and telling me I dont know what I am talking about . I am a disabled Vet with PTSD. Because I was getting so nervous I was shaking I asked him to leave. My ** still doesnt work, *** said they will not complete the job. Will not honor service contract or come out again.

  

  Business Response

  Date: 06/17/2024

  Ace Solves It All replaced the control board for *************************** which was out of warranty,  He was invoiced $783.86.  It apparently did not fix the problem.  We are out the cost of the control board but in an attempt to make the customer happier I am willing the refund the $450.  

  Customer Answer

  Date: 06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  For Aces information, according to the company that came out was the power wire was not connected to the Nest upstairs. This was done by a tech as no one else had touched the wires. The original thermostat was not the problem until that point. In fact, the thermostat that is place, working, is the one the Senior Tech said was broken.

  The main problem was a leak in the *** with low pressure. Their first technician specifically said he checked the pressure. The senior tech said he checked the whole system. Did not specifically mention the pressure, but I would think checking everything met.

  As soon as the Freon was added, the cooling started to work properly and the house is cool.

  I regret it took contacting the BBB.

  Please notify the company that the previous credit card they have on file for my account was cancelled and the charge disputed. I will contact the bank to find out what to do next.

  
  Sincerely,
  
  ***********************