Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:09/02/2024
Type: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.
We contracted through ***** to have an HVAC unit installed. ***** used this company to install the hvac/ac/furnace. We had a preexisting unit in place that was no longer working. They came out and told us they would have to dig lines and potentially change some things because the Freon our old unit used was no longer used. On day of install they said it wasnt an issue. We paid over ****** for the unit and labor. Within 6 months we had issues and they came out. We were charged for repair. The issue was the condensation sensor was being tripped because they did not change that part out from the old unit. After complaint they did refund that fee. We had more issues at about a year and then at less than 2 years issues again. The way they set up the unit it does not drain so the condensation trips the breaker shutting the whole unit down. The repair man that came said its an issue with multiple units just like ours because of the way the duct work is run. He said he needed parts and would come back to fix. The fix lasted less than 2 weeks and off and on for over a month we have been having issues.
Business Response
Date: 09/09/2024
We believe this complaint was meant for ACI Northwest. We do not contract through ****** and we are not a contractor and do NOT install equipment. We get many calls for ACI Northwest also. It's a common error. Please remove this complaint from our record.Customer Answer
Date: 09/13/2024
I received the email from BBB saying that **** had attempt several times to contact me and left messages with no response. I have no missed or answered calls from them and no voice messages and am happy to submit phone records to show this. I did call today and he was unavailable. I left a message but have not heard back.
Thank you
Business Response
Date: 09/13/2024
*** Service manager **** has called the number in the complaint twice and left messages to work with the customer and get the issue resolved and we have not had a response back. *** would love to get this issue taken care of but will need the customer to reach out to us to go over what we can do to get this fixed. Please call ACI at ************ and ask for **** our service manager and he will work with you to get resolution on your concerns.Business Response
Date: 09/16/2024
*** did receive a call to our office from customer after our message was received through BBB. **** our service manager has spoken with the customer and is working with her to get the situation resolved to the customers satisfaction. Sincerely ACI ManagementInitial Complaint
Date:05/28/2024
Type: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.
ACI - Failed to accurately diagnose proper repairs for the service performed. The technician they sent out improperly diagnosed the problem 3 times incorrectly. This lengthened the process out by many weeks. I ended up having to buy portable air conditioners due to these improper diagnoses. Then they failed to send me an invoice with any details as you can see with the attached invoice. No dates of services or history or details of the service. Very poor customer service and attention to the customers needs. They wanted to put the blame on my Home Warranty AHS but the real issues were with incompetent technicians in their repeated failed diagnoses of the issue.Business Response
Date: 05/30/2024
Dear Customer, it is very unfortunate you feel the $340 you paid for a $5000 system is unacceptable. During our original call sent to us by your insurance carrier we found issues with your AC system and ACI contacted your insurance company and indicated due to the condition of the system we recommended replacement of your unit. Insurance carrier agreed and ACI sent out one of our design techs to provide the insurance company with the information they required to supply you with the new unit at a very reduced price to you the home owner. After our visit it was agreed upon by you and the insurance company they would cover all the cost accept $340 of which you the customer agreed to pay. *** then ordered the new equipment and installed and have had no communication with you accept to receive the payment of $340 for the new AC unit we installed on 6/8/2023. I am not sure what more ACI could have done for you in regards to your newly installed AC system.
Sincerely ACI management.
Initial Complaint
Date:01/16/2024
Type: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 called in mid-November when my heat pump began icing up. I was advised to turn the unit off and not use it. The technician (*****) came to inspect my unit on 11/20/23. He told me a defrost board needed replaced. The part was ordered, when it was time for my next service appointment, *** called and said they had received the part, but misplaced it and would have to re-schedule. A different technician (Aspen)came on 12/13/23 and told me that it was in fact the incorrect part that was ordered, and she would have to order the correct part. On 12/15/23 apparently they obtained the correct part, and a technician (****) came out and installed it. By the next day, it was apparent the unit was still not functioning correctly and it was covered in ice. I called ACI again.They sent a technician out again within a week or so, and told me it was a defrost SENSOR that needed replaced this time. My appointment was set 01/05/24 to replace this part. On 01/04/24 they called to say the part was now on MFG backorder (from the ONE supplier they use), with no ETA for availability. They told me I was free to obtain the part myself from a different supplier than they use, and then they would be happy to charge me labor to install it. I asked to please have the store manager call me back on multiple occasions, this has not happened. I have now been without heat for 2 of the coldest months of winter. I would like ACI to fix my heat pump unit as promised (and in a timely fashion) and I would like a refund for my inconvenience, and their lack of professionalism and communication.Business Response
Date: 01/29/2024
Contacted customer and explained we could fins alternative part and customer indicated that she was able to find the part online and made the repair herself and did not need us to complete the repair. *** informed customer if she had any additional issues to not hesitate to reach out to us and she indicated she would, at that time we closed the work order. Sincerely ACI Management.Customer Answer
Date: 01/29/2024
Complaint: 21153956
I am rejecting this response because: I have asked repeatedly (prior to this complaint) and with this complaint submission for the branch manager to contact me directly to discuss this complaint. No member of management has reached out to me to discuss this complaint and the repeated service delays throughout this complaint. I will not be satisfied until the business takes responsibility and CONTACTS ME DIRECTLY. It is highly unprofessional of them to pretend they have resolved this complaint without even attempting to contact me.It is true that I ordered a part myself, after *** told me the part was on back order and there was nothing they could do to obtain it. I have since had ************************ out to service the unit again. I was charged a $169 cleaning fee by ACI and there was still a wasps nest in my heat pump unit!
Sincerely,
***********************Business Response
Date: 02/23/2024
I must apologize I had not seen the response to our response, ACI will have our service manager reach out and speak with customer the week of 2/26. Sincerely **********************
Customer Answer
Date: 02/28/2024
Complaint: 21153956
I am rejecting this response because:The business has made no attempt to contact me this week. I have been available by cell phone at all times.
Sincerely,
***********************Business Response
Date: 03/11/2024
ACI Northwest contacted the customer on 2/28/2024 in the AM and spoke with them for extended amount of time going over the call and the issues they had with the service provided. At that time the service manager offered a partial refund to cover the amount of the maintenance call. Customer agreed to the refund and it was issued to the credit card used on the original call immediately. We at ACI strive to be as fair as possible and have been very accommodating to the customers concerns to the point of returning the fee charged for the maintenance on their system. I feel this is a meaningful attempt to work with this customer and hope this has brought a closure to the issue. Thanks you for your time ACI Northwest.
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