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Business Profile

Heating and Air Conditioning

Ace Energy Services, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 are filing a complaint regarding the unsatisfactory service provided by *** during the installation of a heat pump-natural gas hybrid system at our home in *********. While we appreciate the professionalism of **** current team, the issues caused by their previous crew have led to ongoing frustration and financial losses.The installation process during our renovation was riddled with problems. The original crew and project manager failed to communicate effectively, missed inspection appointments, and mishandled permit filings. Although the project was eventually completed, and the system passed final inspection in January 2024, the problems did not end ******** summer 2024, our heat pump malfunctioned. ACE made multiple service visits but failed to resolve the issue, leaving us without reliable cooling during a particularly hot summer. After weeks of delays, a Mitsubishi technician determined the cause: improper installation by ACEs original crew. This revealed the system had been defective since its installation. While the current team worked hard to address the problem, the prolonged inconvenience was significant. When we requested a one-year warranty extension as compensation, our request was ********* early 2025, we discovered another issue: a non-functional CAT6 *** port installed during the renovation. Initially, we believed it was an electrician's error. However, further investigation revealed that an ACE technician had severed the *** cable while installing the **** communication line. This mistake has left us responsible for repair costs.We request the following resolutions:1. Reimbursement for the cost of repairing the severed *** cable.2. A one-year extension of the company warranty to compensate for the significant inconvenience caused by ACEs errors.

    Business Response

    Date: 02/05/2025

    All issues have been resolved. Ace Energy was reimbursed Hyun *** *** for electrical services and we confirmed an extended labor warrantee. Services Please contact the customer to confirm. Thank you. *** *****

Ace Energy Services, Inc. is NOT a BBB Accredited Business.

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