ACE Home Services

Reviews 3

CA

Carole Miller

This company is DISHONEST and INCOMPETENT. Ace performed substandard work that likely caused a complete system failure and charged my credit card significantly in excess of the dollar figure I authorized. Do not give them your credit card information. I called for service on an A/C system. I was told the fan motor on the condenser had failed and it would be $600 to replace the fan motor and that would fix the system. I authorized the $600 charge on my credit card (they later charged my credit card for over $840). The technician replaced the fan motor and immediately the unit began making unusual noises that were not there previously. The technician was told, but left without addressing the noise. He did tell me the fan motor was having trouble with vibration because it was a higher torque unit, but it would work fine. The new fan motor completely failed within 24 hours and the system stopped working again. I then called the technician back to resolve the second failure of the fan motor. He replaced the fan motor again, with similar vibration and noise. This time, the unit would not cool properly (a 10 degree drop from inlet to outlet) at all and he told me the compressor was drawing too much current (21 amps actual vs a 20 amp compressor circuit) and there appeared to be a restriction in the high pressure line and a complete new A/C system ($6300) would be required to resolve the problem. By this time, I am certain the lack of proper fix in the initial visit had caused a cascade failure. What I did not know was that he had installed a commercial air filter in the inlet register (I did not authorize any filter replacement at all) which was causing excessive restriction and resulting in too low of airflow and likely froze the coils or short-cycled the compressor, resulting in the cascade failure. I called another company to fix the problem. The second company told me the second fan motor had failed and the cause was a damaged set of fan blades, which should have been obvious to anyone competent. They also informed me of the commercial air filter Ace installed on my residential unit and that this improper installation was causing low flow and lack of cooling in the house and was very inappropriate for the application. I called the office on Friday to discuss my dissatisfaction and wanted my $600 bill cancelled. I spoke with Becky, the office manager. She told me she would talk to a service manager and call me the next Monday to hopefully resolve my complaint. Instead, Ace delivered a bill for over $840 to my residential (renters) doorstep on Saturday. I guess the decision was to not only charge me for the $600, but to add over $240 in unauthorized charges to that and not even tell me until after they charged it to my credit card. So the bottom line is their service did not resolve the problem. 1. The fan motor they installed twice failed twice. 2. They did not have the competence to fix the damaged fan blades, leading to the repeated fan motor failures. 3. They installed an air inlet filter without authorization. 4. The filter they installed was improper for the application and likely led to a complete system failure. 5. They charged me $600 for the two fan motors that failed 6. They charged me $240 for the filter installation that I never authorized 7. The unit never ran properly again. 8. They initially told me the charge would be $600, but charged over $840 to my credit card. DO NOT CALL COOL AIR ACE FOR ANY SERVICE.

AU

Autumn Story

I will update this rating if anything changes once I reach a manager... So... here is my current experience with this company. My husband and I live in tolleson with our newborn son. Thursday night our A.C. stopped working, before midnight it was almost 100º inside. We buckled down, set up fans on the baby, and left a message with ACE to call in the morning for service. Friday morning we called again to get an appointment.. left a second message. Friday at 12 we were returned a call giving us a range of 3 to 7pm. We told them we have a newborn and cannot stay in the house that we need a more specific time so we can get him to a.c. and come back or possble to move us up on the list. They didnt did either. Ok I get it. Friday at 3pm its reached 100º inside&the baby is crying even though he is in the tub to cool down, the cats and my birds are panting and not doing well. I call and they say the tech is on the way. Friday at 6pm we have called four times begging for an update on where the Tech is, remind them we have a newborn and its over 105º in the house. I asked if i can go to a hotel and leave the door unlocked. They say no the tech is on the way. Friday at 715pm the tech shows up (friendly guy).. No heads up or call like they promise. He says he cant help today that they need to come back tomorrow to diagnose and that he is going home for the day. (I get it after a long day of work) Ok fine its now 111º on the house. We go to a hotel for the night. We wake up this morning(sat) to find a very sick baby. We bring him to the ER for heat exhaustion, heat rash, and dehydration. Momma bear is upset at this point. I call at 930am to ask when the tech will be out. I explain we cannot wait at the house and tell the woman in the phone what happened with my son. He answer was "yeah well they will be out sometime today." Thats it. No sympathy for what happened or that I called multiple times yesterday and told they are on their way. Its now 12 (then end of the time they say that would be here again) they arent here. They say he is on his way. We have been here waiting because they said he was on his way at 915, at 10 &11 when I called. My animals are suffering, my month old hatching bird may actually be dying. My son is on medication now. They have no sympathy and dont care to make special circumstances for a family with special needs. I am horrified at the customer service I have experienced. All I want is to keep my son and my animals safe, and a sincere (or any) apology for what they have put us through.

AN

AnGie Perez

Had scheduled this appointment about a month in advance & was told the morning of my set appointment for AC maintenance on the 1yr anniversary of my new units, that whoever scheduled the tech to do the maintenance, that the tech only comes out to Maricopa on a Wednesday or Friday. My appointment was scheduled on a Saturday, but the lady who scheduled me at the time never told me that & made plans to have work done that Saturday. The lady calling me the day of my appointment wanted to reschedule me during the week; I said that was a real inconvenience because now Id have to take off work. I needed this tune-up done, so I scheduled it anyway on a Wednesday. Clearly upset about this. On top of that, the lady who scheduled me a month ago said that since Im a loyal customer, that if I bought a case of bottled water, that my service would drop from the $39.99 price, down to $19.99. So I bought a case of water. I get a call back from the lady calling me the day of my Saturday appointment & said she had a tech coming down to Maricopa & she thought of me & asked if Id like to still have my AC tuned up w/this guy. I said yes because I originally scheduled my appointment for that day. When the tech came, he just saw that I needed a tune up & nothing about me getting the cost down to $19.99 if I bought a case of water. He then asked if I have Preventative Maintenance purchased w/ACE & I said yes. He asked to see any receipts that state that so I dont have to get charged. I told him I bought it when I was w/a company bought out by ACE & thought Id be grannied in. I grew frustrated because Ive always had preventative Maintenance on my ACs & now it doesnt show anywhere on my account that I do. Another bit of frustration. Junior did a good job & suggested I get a starter kit for my new AC units. I bought 2 kits & even got me a little savings on it. But I noticed since the starter kits went it, my AC kicks on louder than usual. Not sure its supposed to do that. Its been less than a week since he installed it & ive yet to receive my invoice/receipt; only received this here survey. Id like to get it soon for my records & the other receipt from a previous job before this one; I didnt get that invoice either. >:^( Junior did good but I wasnt happy w/the whole experience that day & was disappointed.

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