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:06/24/2024

  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.

  I contacted ace heating and cooling on 6/24/24 due to my ac freezing up at night and not blow any air. They said they would have a tech come out between 5-9pm today. I got a call around 1 pm saying a tech is available now. So a tech came to my home, I explained what was going on. The tech didn't look at any of the coils, didn't look at the ac itself, the tech didn't check the fluid levels. The tech told us the blower motor was bad. We just had it replaced 5 days ago. It's a brand new motor. When I ask the tech to check everything else he refused. I said that's your job and the reason your hear, is to check the ac. Everyone I talk to and when I googl the issue says the ac needs more freon. We'll I guess we won't know because the tech refused to do his job. The tech made my husband removed the new blower motor so he could make sure it was the correct motor. We'll if it wasn't would we had an issue from day one when the new motor was installed. This company is a joke, their techs don't do their jobs. Oh and when you call to speak to a manager, the manager give you the same s*** the tech did. Please tell me why he would look at/check everything else? Someone needs to check this company for fraud. They are trying to rip people off. So sad. I refused to pay, the tech didn't do anything accept take off the cover to the blower. My husband did all the work.

  Business Response

  Date: 07/11/2024

  BBB Representative,

  The customer shared that the blower motor was just replaced 5 days prior because the old motor started to burn up. The customer requested that the refrigerant pressures be checked but the technician declined because if the air flow was not adequate, the refrigerant pressures would be lower than expected but not due to a lack in the volume of the refrigerant itself. Upon inspection the blower motor that was removed was a 2 speed motor and the replacement was a 3 speed motor. His recommendation was to replace the motor with the correct motor to ensure that air flow was correct and not a factor contributing to the unit freezing up. The homeowner asked the technician to leave and said they would not pay because the technician would not check the refrigerant levels. The technician left and at the customers request, the technicians manager called the customer. During this phone call the customer informed the manager they did not want to pay, which was agreeable to both parties. The customer said they wanted someone else to come back to the house, they would not pay and they expected Ace to make this right. The request on 6/24/2024 was the first service request *** responded to for this customer and given they were not satisfied with the technician's assessment the manager declined to have another technician come out to perform any work since no contracts were made nor funds exchanged. At the end of this phone call the customer did say they did not want anyone else out to their home due to their dissatisfaction. This was also agreeable to both parties. Ace respectfully declines this homeowners request for another representative to come to their home.

• Initial Complaint

  Date:05/22/2024

  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 May 22nd, 2024 at 4:27 pm my wife received a call from number **********. The caller was a female who didnt state her name, only that she worked for Ace Home Services and had us listed as homeowners. We told her no, her info is wrong and where is Ace Home Services getting their information because even a simple ****** maps search will show our address as an apartment. She refused to provide the info stating again that she worked for Ace Home Services and started her sales speech. We told her were not interested and not home owners and want to know how she got our name and number. She laughed and said that she works at a call center for Ace, hears that all day and it is what it is. We hung up. This lady CALLED BACK at 4:30 pm (3 minutes later) from a different number JUST TO SAY in a sneering voice Yeah, you see whos in control? Me. You thought you were in control because you hung up. Im in control, have a good day. Then she hung up. Me and my wife are just sitting there with our mouths open at the fact that we just got purposely harassed by a call center employee.

  Business Response

  Date: 05/29/2024

  Dear BBB representatives and ************,

  I've reviewed our customer database in search of the outbound phone number that contacted you. I found that Ace Home Services does not own that phone number.

  I also used the email address you provided here on the BBB website and found no record of it in our customer database.

  Using the phone number provided that you were contacted at, I also found no results of that number in our customer database.

  Finally, I used your name, "***************" and could not find any record of any services or contact with any account associated with that name.

  I feel that it may help to share that Ace Home Services does not utilize a separate call center for our outbound contact methods. All customer contact is made through our phone system which is integrated with our service software which enables us to track both inbound and outbound conversations in real-time and also allows us to go back to 2017 to listen to previous calls. Without your information being in this software our customer service team would not be able to reach you. 

  I can imagine a few possibilities where a person outside of Ace may have made this call but I can assure you this is not Ace Home Services contacting you. I am sorry that this caused you some discomfort and am happy to discuss this further with you if you so desire. I can be reached directly via call, text or email.

  Best

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

  General Manager Ace Home Services

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

  Customer Answer

  Date: 05/30/2024

  
  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,
  
  ***************
  
   
  

• Initial Complaint

  Date:04/09/2024

  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'm tired of asking the representatives from ACE about Home Incentive Programs...I have asked 9-10 times to remove my name from the list and stop calling.

  Business Response

  Date: 04/23/2024

  Dear BBB Representative,

  I've run a search for ****** *** in ******** base and I cannot find her account anywhere. I've searched by the daytime phone she provided, email provided, her name, her billing zip code in **************** but I have no account for her. Any contact methods for customer service or marketing would come from software that could trace back to an account. If ****** can confirm the method in which she was contacted and when I may be able to locate an answer as to why this is happening. I will say that 408 is similar to 480 which is a common area code in *******, but our customer service reps and our marketing team use functions in our CRM that simply call the number that is provided on the account rather than dialing and possibly mis-keying a number. If more information can be provided I would be happy to look into this further. Our goal is not to upset any customer with unwanted contact and I look forward to figuring out a solution for *********

  Customer Answer

  Date: 04/23/2024

  I have been contacted by phone each time, each time I wrote down the business name before I asked them to remove me from the list. A few time they just hung up, others they said ok and then hung up. You must do better w/training reps making the marketing calls. Also, I'm on the DO NOT CALL list, therefore I should not be getting marketing calls, unless I requested more info. No further action required, but noted this is a bad practice for ACE to maintain. 

  Business Response

  Date: 04/24/2024

  Again, I'm sorry this is happening however, *** doesn't have an outbound third party or marketing agency. We simply contact the customers within our database. If this happens again please notify me directly.

   

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

  General Manager Ace

• Initial Complaint

  Date:09/29/2023

  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.

  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

  Date: 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

  Date:05/10/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/08/2023

  Type:Sales and Advertising 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/30/2023

  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.

  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

  Date:10/31/2022

  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 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

  Date: 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

  Date:08/01/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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.
  
  ***************************