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:06/29/2023

  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.

  On June 3, 2023, I called Air Ace because the central air unit they installed two years ago (still under warranty) was not working. At that time, they told me that they could not arrange a technician to visit my house until late June. I suggested that I call another service provider that could come that day, and that I would submit the bill to Air Ace. They agreed. I called another service provider who came and fixed the problem that day. I sent them the bill, and Air Ace has not paid the bill. I have called them several times this week to inquire about it, and each time, I have been promised a call back the same day. Unfortunately, each day, I did not receive a return call. Today (6/29/2023), I called again, and received a message that the phone number was "not in service." I called again from a different phone (my land line), and the call went through. I again explained the situation, and again was promised a call back. Since I had not heard from them the entire day, I again called from the land line, and again got a message that the phone number was "not in service." I can only assume that they are blocking my calls now.

  

  Business Response

  Date: 07/13/2023

  Hello *******,

  We are certainly sorry to hear you are having an issue with
  your air conditioning unit. We want to clear up some confusion, so you
  understand the date of purchase, timeline of events, and your warranty.
  

  The date of purchase and installation of your air conditioning unit was May 4, 2018. This would put the unit at just over 5 years old.
  
  You did call on June 3rd. Our phone recording indicates you were offered an appointment on June 21 and our scheduler told you she would place you on our urgency list. This would secure an appointment for you and put you on our list of customers who would be moved up and worked in as our techs moved through jobs. You told her no. Our scheduler told you at that time your unit needed to be assessed to see if it was covered under warranty. You called another company to repair your air conditioning unit at your expense.
  
  Your manufacture warranty covers parts. We also offered you a one-year labor warranty. Your manufacturer’s warranty does not cover freon. This is the reason you paid for freon last year when you called us for service. No leak was detected on your coil at that time. The coil was not found to be faulty.
  
  Leaks can happen in other areas of your HVAC system. The reasons for leaks can vary.
  
  
  I am attaching one important aspect of your warranty.  I share this because a nitrogen test was performed last year to ensure a leak was not in your coil (a part under warranty). But we have no record of service since we installed your unit in 2018. So, you would need to provide documentation of maintenance for your warranty as written.
  
  
  We know large, unplanned expenses can be frustrating. But
  this is not a warranty claim. 

   

  **** ******

  Vice President

  AirAce Heating and Cooling