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:06/28/2025

  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.

  June 10th **** ****** electrician from ACE came to take fuse box off install ****** box. A job that should have been done in 3 hours as this is what **** told us took from 8 a.m. until 7:45 pm. Leaving my husband and I age ************************* over 100-degree weather. **** broke water spicket after repair water was left on for 3 hours causing the kitchen and bedroom to flood. On June 11th **** returned to complete the job stay for an additional 2 hours. At this time **** told me that ACE would take care of all damages done due to the flooding flooring in kitchen baseboards and carpeting in bedroom. **** told me that his general manager **** would be calling me. **** sent out ****** they came left 4 big machines 3 little machines to dry out moisture from kitchen and bedroom machines stayed from June 12th-20th very loud machines hot air blowing out of machines constantly. Never once did ACE offer to put us up in a motel. *** offered us $100.00 for the electric bill for use of the blowers. *** said that they would not do anything else to cover damages. Due to our age my husband and I were not able to stay in our home due to the heat that was created from the blowers. They offered no accommodations.

  Business Response

  Date: 07/02/2025

  Dear ******* and BBB Representative,

  I've reviewed your statement and the report of the work performed by our electrician. I do not agree that an electrical panel replacement should take 3 hours, nor do we train our technicians to work within the confines of time over quality. I do understand that it is hot in ******* and I can assure you that **** worked as best as he could to restore power to this home while maintaining quality in his work.

  I did confirm with both **** and **** that the *** pipe attached to the hose bib was damaged by accident during this service, however, the water was immediately shut off to avoid causing further damage or wasting water. 

  The most important fact that is left out of your statement is that **** planned to repair the *** line, but a member of the family who was present during this service insisted on repairing the *** himself which was confirmed by ***** ***** that our technician did not repair the ***. It was also confirmed that the hose was left on after that repair was made and that is the cause of the water damage to the home, not the initial break of the *** which our employee was responsible for.

  We did ask Drylux out of good faith to assist with dry out for humidity reduction, simply because we felt it was something we could do to assist, even though this damage was not our fault. When the complaint was made that the fans with cost a lot of electricity, the $100 credit was offered to assist even further.

  Ace is willing to credit $100 toward the electrical usage and the cost to replace the *** which our electrician or plumbing department could have taken care of for $50 or less. However, $2300 is without question, far more compensation due to be returned because of a mistake that was made by a member of the family, not be our technician.

  We remain available to discuss this matter further or would be happy to send $150 in compensation to you if you agree that this is an agreeable resolution to this situation.

• Initial Complaint

  Date:06/27/2025

  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.

  I had a leak, I called and plumber to detect leak. Plumber arrived said it would be $417. He didn't show up till after 9 PM at night. Said that if I spent $417 that anymore work he did to fix the leak, then that amount would be taken off the bill. He went and shut a couple of water valves off and then said its your irrigation line, less than ***** min after he got here. It only lasted as long as it did because I made him look at the irrigation valves and other things because he was more interested in leaving and getting done for the day than helping me. When I asked for an estimate, he was in such a hurry to get out of here because of how late it was, he just said it would be between approximately 8-15k to replace the line. No real quote. Nothing in writing. No alternative to try and really find the leak and repair. He just said I need my whole irrigation line replaced. $417 for less than an hour. He did not do any more than I did as a home owner already. He was paid to find a leak. He gave a general idea. I already knew that. He didn't actually find a leak. He turned two valves off and then made the assumption. I paid them to find a leak, not tell me something I already knew and then take my money and run. No nothing.

  Business Response

  Date: 07/02/2025

  Mr. ***** and BBB Representative,

  I've reviewed your statement and I appreciate your feedback and apologize that we did not meet your expectations with your most recent plumbing service request. *** does very little work on irrigation systems because we are not a landscaping company and typically a landscaping company is best suited for these repairs with the right tools and materials. It is very common however, for a plumber to be the first to respond to this type of situation in which there is a high water usage concern because most homeowners think of plumbers being the solution to all things water related.

  When I reviewed the plumbers report, which includes his findings, time on site and his recommendations for repair I found that the plumber dedicated more than 1.5 hours to this service between travel and onsite time. He reported that he investigated to source of increased water usage by using the supply valves to the home to isolate if the leak was the water line to the home or to the irrigation system. He summarized that he definitively found that the water lines to the home are sound but there is a leak within the irrigation system and that the homeowner would contact an irrigation company to make necessary repairs.

  I do not agree that Ace should respond to a request for service and supply a plumber at no charge when the initial request was to determine the source of high water usage in the home. I would invite you to reach out to our office directly to discuss this matter or any other in the future since I see that no phone or email contact has been made to our company directly since the time of service and this is our first notification of your dissatisfaction.

  I will send a request for a plumbing supervisor to reach out to discuss this matter further and find common ground.

• Initial Complaint

  Date:03/27/2025

  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.

  Purchased HV** unit 1/24. I used to have a 3.5 ton in my home. My home is on the smaller side and they suggested I swap it for a 2.5 ton unit. I was concerned about the difference and they assured me I would have no airflow issues or cooling issues. Also they'd fix the drop and the return was a little leaky so they were going to go in the attic and fix it. (They didn't) I trusted their "expert" opinion and went ahead and purchased the unit. As soon as summer hit the ** could not keep up. If I set my thermostat at 76 it would go all the way up to 84++ degrees.. I called ace 7/4/24 and they said theyd have someone come check it out. They said the *** was on his way. The *** finally came 7/7, 3 days later w some rooms in my house being 90+ degrees. The *** checks the machine out says that everything is working as it should. It seems the unit is undersized, OR I don't have enough insulation they suggest paying for a bigger unit (bait and switch) or adding insulation . Now they're the ones who recommend this sized unit so I was confused. They want me to pay an additional $3.5k for a bigger unit.. Mind you I had no issues maintaining temps w the prior unit. Went back and forth with them for months they wouldnt take responsibility Summer ends, I add insulation in the attic. even after insulating my house can't maintain the 76 degrees again. I called them multiple times within the 1 year and they just blew me off acting like I made the mistake. Since I had insulation added at this point the ** was undersized . The website offers a 100% satisfaction guaranteed and I am totally unsatisfied. What would fix this is them coming and doing a manual j for airflow(which they didn't) and doing their job correctly and sizing the unit and ***lacing at no cost to me since I dealt with the heat, stress and pain and suffering.. The stress this has caused my family is insane and ace is not holding their end of the bargain. I have 2 kids who can't even sleep it's so **** hot.

  Business Response

  Date: 06/02/2025

  BBB and ****** Family,

  Thank you for your feedback and communication on the issues you're experiencing. 

  I'm currently reviewing your account and will be reaching out directly to find a solution. As far as the performance of the equipment during the summer of 2024, we found that this AC was keeping the home 37 degrees below the outdoor ambient temperature during the peak of summer. The requirement by design of new 410a equipment is 30 degrees lower than the outdoor temperature. The insulation in the attic was far below any builder standards or what is recommended in ***************. You had approximately R11 when builder standard is R38 and recommended in PHX is R49-R60. Having substandard insulation will decrease the effectiveness of the **** unit, regardless of the efficiency of the machine itself.

  During the most recent visit in April 2025, the technician found there was a lack of refrigerant in the system. It seems a temporary fix was made by adding refrigerant but there is still a need to identify the leak and make a permanent fix to avoid this problem reoccurring.

  I would be happy to share the manual J with you that shows your 1264 sq ft home, sized for 2.6 tons of cooling, which is why a 2.5 ton machine was installed.

  *** is committed to our customers and will find a way to make this situation right. I look forward to speaking with you soon

• Initial Complaint

  Date:01/27/2025

  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.

  Sept 26, 2024, An Ace plumber used sulphuric acid to unclog a sink. The acid burned him, our sink cabinet, and drawers. The plumber went to the hospital. *** manager, ***** ****** responded and promised the company would fix the damage. The clog and acid remained in our pipes for 10 days. *** sent a restoration company in November 2024 and our cabinet was removed. Ace does not return phone calls, emails, or text. The restoration company is not returning phone calls. I sent a letter to ***, asking them for a list of things they intend to replace or fix. No answer. I asked for the repair work to be done by Jan 31, 2025 in a letter. No answer. I just want the damage repaired, replacement of rugs, time, hotel, and cleaning materials. The company is not following through on fixing damage over $5,000.

  Business Response

  Date: 02/18/2025

  Dear BBB and *****,

  Ace has a contractor completing the work in the kitchen that is necessary prior to installation of the sink. The sink is in our possession and as soon as the prep work is complete, the sink will be installed. The service and general manager are prepared to go through and fund any and all reimbursement/restitution payments that are owed after all work is complete so that a full and complete amount owed can be paid to you at one time.

  ****** ***** is the main point of contact for this project and is available to speak at any time as needed.

  Customer Answer

  Date: 02/20/2025

  
  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

  Date:10/18/2024

  Type:Billing 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.

  Plumber arrived at our residence as scheduled on October 8, 2024. He checked the pressure at our outside faucets; checked the water/salt levels in the water softener; determined that the expansion tank is the cause of sound in pipes and recommended it be replaced; checked the reverse osmosis system and recommended that the filter be changed; and scheduled follow up to install the expansion tank and the proper filter on October 15, 2024 between 11AM and 1PM. My husband signed for a credit card total of $479.94 (service call, $79.95 and "up front" cost of tank, $399.99). The repair person was a no show on October 15, hasn't called, and we discovered an Ace Home Services charge to our account in the amount of $896.58, not $479.94. Ace cannot explain the "error." The invoice received today indicates "tank replacement." The tank was NOT replaced. We get transferred from one service representative to another, and a supervisor will not take our call. We have contacted the bank and reversed the charge of $896.58.

  Business Response

  Date: 10/30/2024

  ******** and BBB Representation,

  I've contacted the plumbing service manager in charge of the plumber assigned to perform this work. He is confirming with the plumber that the work wasn't completed and trying to gain an understanding why the work wasn't completed as previously scheduled. He will reach out to you to discuss this situation, and I assure you that we will come to a resolution that is satisfactory. 

  I sincerely apologize for the inconvenience and for the lack of communication on this matter up to this point.

  Customer Answer

  Date: 10/30/2024

  My attachment to the complaint, Invoice ********* dated October 8, 2024, clearly shows the issue.  The issue is NOT completing the work.  That appointment was scheduled, and the Ace repair person did not show up, did not call.  The PROBLEM is that my husband signed for the charge, $479.94 which included the service charge of $79.95 and $400.00 in advance for parts for the work to be done at the scheduled appointment.  The charge presented to our Bank was for $879.94, $400.00 HIGHER than the charge slip my husband signed.  No one can explain how the $479.94 SIGNED charge slip changed to $879.94.  We do NOT want Ace to return to do the work.  We would like to know how the repair person changed the receipt which my husband signed, a copy of which I furnished to the BBB, to another amount.  

  This is theft, and we have been very patient while Ace tries to figure it out.  Due to the absolute lack of cooperation - every person we have spoken with has to speak to a Supervisor or person in authority, and we never hear from that person - I am reporting the theft to the Police.  It is shocking to me that this theft of $400.00 was possible, and it is MORE shocking that Ace is confused about what happened ... and how it happened.

   

   

   

   

  Business Response

  Date: 12/04/2024

  Mrs. ****** and BBB,

  It appears that at the time of service the invoice reflected $479.94, however, the discover card was run for $896.58. There was a second appointment scheduled for additional work to be performed on the softener. I show record that the second appointment was scheduled for 10/15/2024 but that appointment was placed on hold because the technician was able to reach someone to confirm that someone was home. Those calls were made at 2:45 and 2:59pm on 10/15/2024 and the number called was **************. The additional charge and visit was specifically for servicing the softener, but as you said, I understand that work was not completed.

  I apologize for the delay and for not providing clear answers to your questions when you inquired directly to Ace. I can assure you there has been no theft, nor would Ace stand behind any employee that would engage in dishonest business practices. We follow a strict code of conduct and take pride that are employees hold each other to a high standard of ethics.

  Again, my sincere apologies that this took so long to get you answers. If there is anything you need further on this matter, please let me know.

  *** *******

• Initial Complaint

  Date:10/09/2024

  Type:Customer Service 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.

  This company has called me 3 times soliciting business in last week. I have asked after every call to remove my information for solicitation. Ive been hung up on when asking to be removed from their call lists at least once! Lousy customer service and unprofessional.

  Business Response

  Date: 10/17/2024

  Mr. *******,

  I've cross referenced all the information you provided here and neither your phone number or email address can be found in our software. It would be strange that someone from our company called you since all phone calls are recorded through our software.

  I did however find your property and it looks like we served the previous owners of you home back in 2013 but only their phone numbers and emails are listed on that account.

  I agree that unwanted phone calls are a nuisance and Ace does not want to be the source of unwanted calls. If you can provide the phone number or numbers that called to solicit you I can run a search to see if Ace owns the number or in the event you are contacted again, please provide more data including the day, time and phone number that called so that I can look into this further to ensure you are not being bothered by any Ace staff. 

• Initial Complaint

  Date:10/01/2024

  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.

  In the summer of 2022 we did a complete remodel of our master bathroom, including brand new Kohler plumbing installed by a licensed sub-contractor.On or about May 2024 we contacted Ace for installation of an outdoor water hydrant for a garden hose. During this visit the technician told us that our pressure regulator needed replacement, which we agreed to. During the visit the technician was vaping on the job-site which produced an oder similar to drugs.On or about August 2024 the bath tub spout blew off the master bathroom tub, and we contacted Ace about this. At this visit the technician reattached the tub spout.On or about August 2024, following the first visit, the bath tub spout again blew off. During this second visit it was again reattached and began leaking. I was told to order a replacement tub spout as the technician said it as defective.On our about September 2024 the technician visited again and again the tub spout blew off.On our about September 2024, for a now fourth visit, following yet another spout blow out, the technician says the pressure regulator is set for +80 pounds, far higher than stipulated.We were again told to order a third tub spout. We have been unable to avail ourselves of our new master bath tub and shower because of the potential drug abuse and incompetence of the Ace staff.I have reached out to Ace leadership on a nearly weekly basis to discuss this problem, and all I get from the call center is we will call you back. Not once have we spoken to leadership.Moreover, it's not clear to me how a plumber in the state of AZ should be allowed to maintain a license based on clear evidence of employee drug use on the job-site, that is obviously the proximate source of all subsequent pluming issues, and clear evidence of untrained staff that don't understand the importance of pressure checks when plumbing hardware blows off piping.Regards,Dr. **** F. *****

  Business Response

  Date: 10/17/2024

  Dr. *****,

  I apologize for the lack of communication you've received from leadership at ***. I would be happy to discuss these issues with you or connect you with the technical plumbing leader for Ace.

  Regarding the work, it is hard to tell without having been there in person, it is possible that the *** wasn't set correctly at the time of install but its also possible that city pressure has been increased since the time of install and your regulator would need to be adjusted to maintain the correct psi to the home.

  This is a good example that can be used in training with our technicians to ensure that water pressure is tested in the event that a fixture, o-ring or appliance bursts. I appreciate you bringing this up so that we can educate our staff further and serve our community better.

  Lastly, Ace does background and drug screen all employees as well as routine randomized drug tests throughout the company. Your first statement that the tech was vaping and the odor was similar to that of drugs and later in your statement you are adamant that drug use is not only confirmed but is obvious. I would ask you take seriously the accusation that you're making without having concrete knowledge that this is fact. *** policy does not allow drug use and we take it very seriously. This employee is known to use ******** vape devices, but we've seen no reason to suspect drug use.

  If there is a preferred day and time that you might be reached via phone please suggest that in response or feel free to ask our call center if they can schedule a time to receive a call back from our leadership team

  Customer Answer

  Date: 10/17/2024

  Thank you for the reply.

  My master bathroom has been unusable since the beginning of summer because 1. *** employee #1 set the brand new PRV pressure too high and damaged the master bathroom tub plumbing in May; and 2. Ace employee #2 has done nothing on the repair since the beginning of August, leaving a big hole in the wall and the bath tub non-functioning.

  According to ******** I have no fewer than 25 phone calls to Ace since July asking for leadership to call me about closing this issue.

  I have not received any phone call Ace on this matter. Ever. Not once.

  On October 9 I called Ace for a final and firm offer to have leadership address this issue, speaking with *******, and further informed him that at this point Ace is not performing the terms and conditions of the contract and the warranty.

  I have already hired a new plumber to fix your mess and I will be pursuing all other options for relief due to Ace non-performance of the contract and warranty terms and conditions by leaving my bathroom with an open hole in the wall and non-functioning plumbing.

  By any measure I have been extremely patient with you but three months and your inability to return phone calls in a manner consistent with a licensed professional are not my problem. These are problems that you need to address within your company.

  Thanks you and regards,

  Dr. **** F. *****

• Initial Complaint

  Date:08/28/2024

  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.

  I hired this company for a busted pipe. They came out inspected it and quoted me $4000.00. when they inspected it, there was one leak. They said it would be done in one day when they came. They were supposed to reroute my pipes. The ***s came and started drilling and realized they drilled in the wrong place and they werent supposed to drill anyways they were to reroute. They capped off one pipe so I could have some water that night and left. my whole house flooded again. They came back the next day worked on it. The *** told me they capped off the wrong one. That day they put my pipes in and cut up my walls when they attached it. It flooded again. It was almost two weeks and they couldnt figure it out. In the meantime, they flooded my house four times. Then they tell me my main is broke, my risers are broke, and its gonna be $5000 more. We decided to get another plumber even though weve already gave them half down. The new plumber said there was nothing wrong with my main and my risers and he fixed the leak. He also told me that they have crisscrossed all my plumbing so now, my hot is cold and my cold is hot. The new plumber is trying to figure that out as we speak. *** tried many of times to get my $2000 back. Nobody will return my calls.

  Business Response

  Date: 09/04/2024

  ***** and BBB representative,

  *************** and I spoke on the phone 8/30/2024 and discussed the issues they experienced with their plumbing and ***'s plumber. The Fuch's have expressed that they wish to have their $2,000 payment returned and asked that *** not return for any follow up work. This is acceptable agreement, and I've sent paperwork to the Fuch's email on 8/30/2024 that outlines the terms of such an agreement. *** would not ask to be compensated for the time and work performed, though not complete and the Fuch's would complete the work through another contractor as they've expressed is their desire. As soon as the agreement is executed and returned I will sign it as well and get the $2,000 refund processed. *** has received no contact via email or phone since 8/30/2024. *** would like to assist in closing this matter as soon as possible and getting the customer their refund

• Initial Complaint

  Date:07/24/2024

  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.

  ACE sold and installed a new system less than a year ago and a control board malfunctioned. The part and service is covered under warranty but ACE could not and did not repair the issue for over two weeks. This caused the tenants in the home to stay at a hotel while waiting for a resolution because sleeping in a home under Arizona summer weather is a hazard to anyones health when temperatures indoors can reach over 100. I was never given a clear answer on when the problem would be fixed. Communication from a manager by the name of ***** ceased after a few days. I could not gain contact to anyone above *****, who is supposed to be a service manager. Tenants staying in a hotel not only placed them in a hardship, but us as owners of the home were also forced to cover cost associated with their hotel stay. I am seeking full reimbursement for the $1,650 expense accrued because of their lack of communication and resolution in a timely manner.

  Business Response

  Date: 08/07/2024

  BBB Representative,

  It is true that the equipment had a mechanical failure and as the customer stated, *** was not able to repair the equipment because the manufacturer of the air conditioner did not have the part available. *****, the previous manager is no longer the service manager at Ace Home Services, and it seems that is the lack of follow up that the customer is mentioning. I would add, our software shows no phone calls were made to Ace since 7-22-2024 in order to request to speak to anyone else regarding this situation. 

  Ace is a service company that is limited to providing services utilizing parts and materials that are manufactured by companies other than Ace. We did attempt to order this part from other vendors, including searching outside of ******* to try to obtain this part.

  Amana is the manufacture of the ** equipment, Daikin is the parent company and I've included a piece of their warranty statement that clearly defines that "lodging" is not covered under the warranty below:

  What Wont Daikin Do To Correct Problems?
  Daikin will not pay for:
  Labor, freight, or any other cost associated with the service,
  repair, or operation of the unit, the deinstallation of any
  defective unit or part or the installation of any replacement
  unit or part.
  Electricity or fuel costs, or increases in electricity or fuel
  costs, for any reason, including additional or unusual use of
  supplemental electric heat.
  Lodging or transportation charges.
  Refrigerant.

  As a service company, I do understand the difficulties this failure caused but do not see that this is the financial responsibility of the service company as there was no fault to our company to cause this failure.

  Customer Answer

  Date: 08/08/2024

  It seems that the ACE fails to see the real issue here. Even after admitting that their customer service has been poor in this whole situation, they have zero desire to make things right and be fair. When a part for service cannot be obtained within a reasonable time and serviced, the issue highlights a problem much larger than their customer service, and thats poor logistical and inventory practices. *** is praised as one of the leaders of Phoenix in heating and cooling, yet here we are debating over whether the customer is right in this situation or not.  I have yet to receive any sort of correspondence from anyone at ACE after asking multiple times to speak with a representative these past few weeks. Perhaps the next step should be to make contact with the Arizona Attorney General for assistance with a complaint under the Consumer Fraud Act. I know that if I had the opportunity to speak with ACEs district manager or even the owner, theyd be willing to accept my complaint and be fair about making exceptions to whatever policy has been previously mentioned. 

  Business Response

  Date: 08/13/2024

  *** is aware that there are issues with procurement and inventory issues throughout the industry. To be clear, Ace is a service provider and holds no OEM parts in stock as there is no feasible way for a local service company to hold inventory of parts for all major air conditioning brands. All local service companies in the valley go to the manufacturer's distributor for parts like control boards because there is no a "universal" replacement part, it must be the original part made and sold by the manufacturer. In this situation *** also went outside of the Arizona market in attempts to procure the part needed. Unfortunately, this backordered part was not available anywhere in the ** and needed to be made and shipped from the factory directly.

  Regarding contact attempted to Ace to discuss this issue, there are no phone calls that have been received since 7/22/2024. Our software stores this information each time contact is made or attempted via phone. However, since you have shared the desire here to speak with someone, I will make sure the request is made that someone in management reaches out to you to discuss further.

• Initial Complaint

  Date:07/20/2024

  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.

  08/05/23, we started working with ***. Since installation the unit has been very loud inside. *** has been out 18 times over the past 11 mo. to correct the issue with limited results. We have repeatedly requested the manufacturer be contacted for further assistance. The equipment sound creates a 73 db high pitch sound in the main living area. We had an evaluation of the noise conducted and discovered that the sound is caused by the main return being improper per the installation manual provided with the inside unit. We believe the contractor is preventing the manufacturer representative from being involved due to the fact they did not follow the installation instructions requiring the duct system to comply with schedule D of ACCA standards. I have requested evidentiary documents and have not been provided with them. Int he last month they've been here 3 times, acknowledged the noise and ended telling us to live with it. Since the last tech visit they have stopped responding, multiple attempts to contact mgmt have gone unanswered. a ****** review yielded a phone response. We were contacted 7 pm Friday by ***, who assured us that he would be in contact Monday. This did not happen, we were able to secure an appt with ********************* for 2:00 7/20. At 2:20 we received a phone call telling us he could be here at an undetermined time with a technician (my husband had a doctors appointment at 4:00 allowing plenty of time) we rescheduled for sometime Monday afternoon for the appointment. At this point we are done. We want them to remove the equipment and refund our money. My husband is a disabled war veteran, and this has caused us extreme distress. The continual assault of his hearing has been documented by hearing tests, showing the damage happening daily. If this is not corrected, his hearing damage will be permanent and we will be forced to see legal action. We need your help to encourage/convince Ace home services to remove the unit and refund the loan we took out for it

  Business Response

  Date: 08/09/2024

  BBB Representative,

  This matter has been resolved completely. Ace has removed the existing air conditioner at the customer request and refunded their payment in full.

  Customer Answer

  Date: 08/09/2024

  we have not received the payment from the business yet. Please keep the complaint open until payment has been received.

  thank you, ***************

  Business Response

  Date: 08/19/2024

  Payment was sent and customer confirmed that payment was received 8/17/2024

  Customer Answer

  Date: 08/20/2024

  
  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,
  
  ***************