Customer ReviewsforAce Air Conditioning, Inc.

I am a disabled veteran who used the services that seemed great at first.A part that is under warranty has gone bad (outside Disconnect).Simple enough it has 240v going in and 0v going to the unit. I tested it myself with a volt meter.I called to have someone come out. They verified that the part is under warranty. Great right?No, They said, "I have to pay $99 for a diagnostic."Okay, I understand. They have to verify that is the problem. So I asked, if it is found that the warrantied part is the problem, will I get the diagnostic fee credited back to me?"No, the diagnostic fee is the fee nothing they can do about that"That is so wrong.So okay, in my mind the work would be covered under the warranty right?"NO, you have to pay for the Labor!" Wait what, so *** does a job and tells me it is covered under warranty. The part goes bad so to make things right I have to pay for the Labor. What kind of warranty is that? If my car is under warranty and the engine goes bad they don't charge me to replace the engine. I do roofs for a living with a 5-year workmanship warranty. If you have a leak and I come out and it is a part of the roof we installed, I fix the problem I don't charge you to fix it.I am sorry but this is terrible customer service and horrible policy if this is how you do business.This was the representation of the Service manager *************. I am waiting for a resolution but from the BBB reviews it, seems I may have to go higher than the service manager.President *****************************, I pray you hear about this. I will change my review if this is resolved amicably. I should not have to pay any labor and if the issue is found to be something I have already identified, I do not want a diagnostic and would rather not pay that. If the issue is not resolved after changing the warrantied part by all means please do a full diagnostic and charge me the $99 I hope to hear from someone

As you will see below, this company is less than professional. I was searching for quotes to replace my AC and I spoke with the owner of the company. He was very pleasant, honest and professional. Fast forward a few months, my compressor fan went out. It was an after hours call out, and when I came out of my house to discuss the cost with the tech he had his manager on the phone. The tech did not have the right fan motor in his possession, and had reached out to the company's manager. The tech had the phone conversation on speaker phone and the manager proceeded to tell the tech to simply install the bigger fan motor and charge me accordingly. He clarified by saying, "don't tell the customer it's bigger, just install it". The tech attempted to end the phone conversation quickly, then looked at me and said, "I am so sorry you had to hear that". I paid the tech for his service call and told him I no longer needed their services. I contacted the owner the following morning and was met with a return phone call from someone that was not the owner. He was polite and professional and said he would return my call. My call was not returned until 4 hours later and it was now another manager asking me to restate the complaint. Long story short, the last phone call was the guy who told the tech to be less than honest. He was condescending, rude and exactly what I would expect after my prior experience. I simply requested they return my service call fee for their lack of integrity. I was met with it was my fault, my misperception and the techs fault. I received no refund and I would highly discourage anyone from using this company as you cannot trust their diagnosis or their troubleshooting after hearing such a conversation. In the end, I have no actual recourse to get my fee returned, so this review will have to suffice to warn potential AC customers. I was fully transparent with them prior to leaving this review and they had zero desire to make this right.

I purchased a new Rheem/Rudd AC from this company and four months from install date it did not cool. I have counted 8 times they were at my house afterwards. Claimed to never find anything. They documented "used existing lines" at install. And system with regular maintenancing would not cool as a matter of fact for months jumped and vibrated in the back yard the neighbors complained and I videoed that. They still denied anything was wrong. I went to another company and they said you have a large leak in the copper line and whoever installed it did not replace the old copper line and just put it in and you don't have one drop of freon in this, not one drop. When I called the owner, instead of saying I am sorry you have had this experience, what can we do to make this right for you?, he was defensive that they were so right and blaming the Rheem product and me, meanwhile leaving me here alone to suffer in this heat after all the money I gave them over and over. I would never recommend them. A good company will care about their work, care about their customers, continue to train employees in their skills ongoing and do everything they can when they make a mistake to correct that as part of their agreement with the customer. I do not badmouth on social media I went straight to the owner and I understand its a family owned and run company, but so is my brother's for 45 years with a plumbing company who is a family owned and run company and who is so good to his customers-the difference is night and day. If it was installed correctly in the beginning I would not be contacting BBB. Thank you.