ComplaintsforAce Solves It All

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/6/24 my ** stopped working. Since I purchased a service agreement with Ace Solves it All I contacted them 6/7/24.The sent a tech out, ****, on 6/8/24. He did his diagnostic and said the main computer board was bad and we needed a new one. I told him to proceed. After three business days without contact from Ace, I called to find out our status. According to ******* in the office. **** NEVER file a report so nothing was being done about my system. I requested to speak to customer **********************. ****** called me back and said ******* was mistaken The report was there and once I approve the estimate we can proceed. The emailed it to me, and I approved it. The next day, **** returned. After a few hours he announced he check ** top to bottom and it works perfectly. I paid hi $783.86 and he left. Two hours later we realize it is not working. The Nest thermostat has an ERROR E74, wiring problem. We call for service again. This time ***** comes out. When I mention ***** report, ***** picks up his work tablet and point to it and says, **** never filed a report. (is someone lying?)***** examined the system and told me the Nest thermostat was broken to replace it. Well that also was not the problem and the ** still does not work.This time they sent out ***. Upon arrival, *** says: ***** is a senior tech. He knows these things better than I do. I dont like Nest and do not work much on them. When I tried to explain what ***** (the senior tech told me, *** yells at me: ***** is NOT god. ***** does not know everything. I DONT CARER WHAT ***** TOLD YOU. Screaming the whole time, in my own house, and telling me I dont know what I am talking about . I am a disabled Vet with PTSD. Because I was getting so nervous I was shaking I asked him to leave. My ** still doesnt work, *** said they will not complete the job. Will not honor service contract or come out again.

  Business response

  06/17/2024

  Ace Solves It All replaced the control board for *************************** which was out of warranty,  He was invoiced $783.86.  It apparently did not fix the problem.  We are out the cost of the control board but in an attempt to make the customer happier I am willing the refund the $450.  

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  For Aces information, according to the company that came out was the power wire was not connected to the Nest upstairs. This was done by a tech as no one else had touched the wires. The original thermostat was not the problem until that point. In fact, the thermostat that is place, working, is the one the Senior Tech said was broken.

  The main problem was a leak in the *** with low pressure. Their first technician specifically said he checked the pressure. The senior tech said he checked the whole system. Did not specifically mention the pressure, but I would think checking everything met.

  As soon as the Freon was added, the cooling started to work properly and the house is cool.

  I regret it took contacting the BBB.

  Please notify the company that the previous credit card they have on file for my account was cancelled and the charge disputed. I will contact the bank to find out what to do next.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company did work for me which I'm not complaining about,I'm complaining because I have called them several times and emailed for them to get in touch with me and no response,all I'm asking for is an invoice of work done in my house around the middle of the year,I don't know exact date,but I really need this invoice

  Customer response

  01/05/2024

  I don't wish to continue with this,the company has contacted me

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 15 2023 my ac went out called ace and their tech came out.tech didn’t do any voltage checks just air flow checks.he added Freon without doing any leak checks and said he wouldn’t because it was raining and didn’t really do much work outside either..charged 550.66 and left.three days later ac broke again so I called and their staff told me they would come out and charge me again and only wanted to keep adding Freon and wanted over 300 for a leak test.I asked to speak to the head guy who didn’t call me back for a few days which by than I hired someone else to do leak test who determined the Lennox coils were leaking.the head guy finally called and told me they wouldn’t fix anything unless I paid for their leak test and labeled me a difficult customer.he also told me there were leaks when the tech came out.I asked if there were leaks why did tech add Freon.all company wanted to do was add Freon to a frozen unit which they didn’t detect.and why do I have to keep paying for them to come out if they didn’t fix things or properly do voltage checks and system checks.still without ac during a heatwave

  Business response

  08/22/2023

  hello,

   

  i spoke to our service manager for the a/c department who had already spoken with the customer about the leak in the system and that there is no warranty on refrigerent as he had a leak and knew about it and just wanted it to cool and that is what we did for him The customer seemed to know he had a leak. see below the notes in his record.

   

  I spoke to the customer on 7/21/23 and he said the unit worked for a few days and it went back to the same. System is currently frozen. I told him as per his invoice as well that the refrigerant has no warranty and that the system very likely has an active leak somewhere which is why it is frozen. He has another company there now and wants to see what they have to say but I told him refrigerant is non-refundable and holds no warranty.
  
  Jude's Notes from 7/16/23:
  The unit was a little low on refrigerant. So I added 1 1/2 to the unit. I Informed the customer that there is no warranty on refrigerant and also to monitor the system in case there is a leak. At the moment the unit is working and cooling fine. The customer also have a small water leak coming down from the roof by his heating exhaust. The customer tried to blame me. But I show the customer existence of water mark showing it’s something that been going on. I told the customer he may have to get a roofer to examine the roof.

  Customer response

  08/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  As per Jude’s notes as you stated he noted I was low on refrigerant and monitor so he added Freon because he fealt the system was old.I was told the Freon would fix the unit.I never knew I had a leak as you stated I wanted it fixed.I informed Jude I did not want the Freon if it wasn’t going to work.your invoice shows he did voltage checks and ohm readings but not a single picture from my invoice shows that but you stated he did,he didn’t want to do a leak test because it was raining and fealt the unit was just old and needed more Freon.when I called back to tell your company your fix didn’t work you stated there would be another service charge and all you would do is add Freon as you had no parts to fix.if Freon leaks out after three days why would I want more that would be over 2k-3k in Freon and not fix the problem.also the nit was frozen but yet you added Freon.if the checks would’ve Been done as you say youvrvtech would’ve realized the problem.you just don’t want and didn’t warranty your work plain and simple.and yes I did thing he broke my vent but was mistaken but it was the way he jumped up into the closet that held the ac unit while holding the pipe is when water came out is why I thought he broke it.but I’ve didn’t see a reason for him to jump up on the unit that way when he could’ve used a ladder.the careless work was only an attempt to charge for Freon and line your pockets 
  Sincerely,
  
  *** ************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company was to install a new air conditioning system on Friday August 4, 2023. 2 technicians were sent and began installation. They did not finish and said they would return on Monday. No call, no show. Another tech came out and said the unit was frozen and the installation had not been completed. On August 10, the original technicians came to complete installation. We still had no working a/c and asked another technician to come out. They did that afternoon, claimed that the installation was done incorrectly and he claimed to have fixed it. Today, a week later and in the hottest summer on record, we still have no working a/c.

  Business response

  08/14/2023

  We have been to this customers home a couple of times and the tempature was maintaining 72 degrees When the system was sold the customer was informed his duct work was in need of replacement which will be done at a later date we did install a new return to help air flow but the rest of his duct work needs to replaced it and we will be happy to do so when the weather cools down. The unit is working just fine and he has any problems feel free to contact us and we will always return and take care of it we stand behind all of our work.

  Business response

  08/24/2023

  We have sent a senior Tech out to check out the problem. We found the issue and made the repair and the problem was resolved at no cost to the customer. Our A/c manager has spoken to the wife and she was happy with the outcome.

   

   

  Customer response

  08/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me despite the attempt to misrepresent their findings and to libel me. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had Eric W*** from HVAC dispatched to my condo today at 11:30 after requesting a routine maintenance inspection and cleaning. Part of this package includes flushing the drains. Eric told me and my husband, “Your outlet outside isn’t working, so I couldn’t flush the drains.” My husband asked if he could plug in to our neighbor’s outlet. He stated, “If they give me permission, but I can’t sit here all day.” Unprofessional comment, but we asked our neighbor and he agreed. Eric goes outside to presumably flush the drains, comes back in and tells me, “I couldn’t flush the drains because I can’t tell which drain is which and one of them is clogged. So unclogging it will be an additional cost.” I said, “To be clear, you couldn’t tell which drain was which, but you know one is clogged and you’re suggesting we pay $360 to unclog it.” He said yes. I told him he can go ahead and leave and we will deal with obtaining a refund later, as the whole scenario was confusing and left us dumbfounded. Has this tech never done service in a condo before? How are you going to suggest I pay to unclog when you aren’t even sure the drain is ours? Why should we pay the entire amount of the maintenance package when he refused to flush the drain? He also tried pressuring me into purchasing an entire new AC unit sooner rather than later because ours was dirty. I asked if he could clean it. He stated, “Yes, but it will be a half assed job. You might as well replace the system.” Despite him just having told me that our unit was working perfectly on the mechanical side. I will remove this as soon as I get a refund on my credit card. The last experience I had with this company was awesome. Not with Eric W**** We paid $129 and are seeking a refund for the cost to flush the drain or an entire refund, as we no longer wish to work with this company.

  Business response

  07/27/2023

  Hello ******

  in reading what happened on your call i dod not think our Tech at Ace handled the situation properly and we will either send you a refund or send out a Senior Tech to take care of the situation. i apoligize for the way this was handles we have met with the tech about this so it will never happen again. please let me know what you would like us to do.

   

  Thanks,

  ******* 

  Business response

  07/28/2023

  We will refund this customer they should exspect a check within 10 days.

   

  Charlie 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wednesday, 6/21st called Ace Solves It All, tech came out (Dante E**********): stated air handler fan needed to be replaced. Said he was going to go get it and if weather was not bad he would return that evening. Weather did clear up and no show. Dante showed up next morning approximately 8:30 am. Went without Air Conditioning. The problem was Air handler and outside AC unit would come on at the same time. Then air handler would cut off while outside AC unit continued to run indefinitely. Problem air handler was receiving a faulty signal from thermostat. Ace technician, Dante, replaced a good motor and problem continued and the tech, Dante, knowingly left with problem continuing. He knew problem was not fixed. Collected $1400. The tech, Dante, relentlessly tries to sell us a new unit but in the same breath brags there isn't a problem he can't fix, while giving a life expectancy of 15 years on our existing unit. He oddly contradicts himself. Note: Tech, Dante, stated he cleaned the fan blades for free, it normally cost $200. extra. We are elderly and we did feel taken advantage of because of older age. Shame! We want our money returned within 72 hours. Ace did not solve it!!!

  Business response

  06/28/2023

  Hello Mr. and Mrs *********

  This is the first we have heard that you had a problem with your unit and speaking with Dante the unit was working properly when he left your home. If you are having a problem we stand behind all the work we do please call the office and we will come out and check the unit. Dante suggested the option of replacing the unit because of the age of the unit and spending for the repairs as a unit of this age can be exspensive to keep repairing. Below are the notes that Dante entered in the notes on his last visit.

  Dante called me back, the condenser fan motor went out on our first visit, customer wanted us to claim it was lightning but there was no evidence showing at the time. Following visit is when we found a blown capacitor that we replaced. And the final visit was for the blower motor. Unit was cooling on departure, contactor was recommended to be replaced as it was on it's way out. We also cleaned the blower wheel at no charge as a courtesy for the customer during the motor changeout. Per Dante, customer said for us to come in the morning because it was after 6pm by the time we got the motor. He recommended unit replacement due to the age and repair costs so far, customer said they have $60k tied up and cannot afford a unit.

  Again if you are having any problems with your unit and if is on any work we performed we will come back and repair it at no charge to you.

   

  Business response

  07/18/2023

  Dante serviced and we have replaced some parts in a 14 year old system for. On 4/3 we replaced a condenser fan motor and recommended a new unit and/or maintenance. On 6/16, we found a run capacitor blown to pieces likely by lightning and we signed them up for the FVP at this point for a total of $339.76. A week later the blower motor went out on the unit and we charged $1344.82 for a new blower motor out of warranty. After each appointment it was recommended to replace the unit because we are going to continue band-aiding the unit. The customer declined all recommendations except for immediate repairs each time of service. Please let me know if there is any additional information needed. We told this customer that the unit was old and going to continue to have issues it was way out of Warranty and going to be expensive to maintain and he chose to keep fixing it and in no way is it a problem caused from Ace. he should replace the unit as we gave him that choice before any of the repairs 14 years old any major repairs a customer has to make the choice of fixing the old unit and realizing that something else could fail at anytime or replace the unit. This customer choose to repair the old unit and unfortunately it did breakdown again he still should replace the unit when he can.

  Customer response

  07/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I do not know who provided this lie. They do not know what they are talking about nor are they familiar with this complaint. You can tell how they have different answer each time. Just passing the buck. This is a very dishonest business. We want our money back for the fan motor they said they replaced and did not. That person left here with the same reason they were called for.  Collected money for a repair they did not do.  They stole $1400 and we will get it back. Either return our stolen money today or we will get it back through legal process. Had they done what they were supposed to do, fix the AC. They did not. We have proof of it. This unit does not need to be replaced.  Return our money and save yourself of embarrassment. Had they done right by repairing the unit we would not be here today. Never met a business so crooked. 
  

  And before we go here:  let us share with you about Dante, he was here five minutes stating the whole unit needed replaced then proceeded to talk about African Americans and how they are here to be our slaves. Claimed that because of their hair. This man is sick and a hater. Mr. G never told him but Mrs G told him our beautiful son in law is a Black man. A good man and we love him.  Dante’s face fell off when Mrs G told him. She told him his attitude was learned behavior. Went on to state that Texas was Mexico. This man has serious issues and is dangerous. Who says things like that?  We will tell you:  a HATER. I think he did what did because of his prejudice. Didn’t want to repeat his ignorance but everyone will know. We want our money back NOW!  BBB should not sponsor this company. Public hazard. Truly criminal. Save a little face Ace while you can. Looking forward to getting our stolen money back TODAY.  Send our money back today or you will see channel 9 at your door. Right is right and wrong is wrong. Crime don’t pay people!
  
  Sincerely,
  
  ****** *** ***** ********* *********

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Jan 30,2023 Ace Solves It All came to our residence to check on an odor that was coming from our electric breaker box that smelled like burnt metal or dead fish. The tech informed us that if we didn’t get everything replaced our home might catch fire. He was pretty adamant about replacing everything . He quoted a cost of $5012. to correct the problem. At the time we thought the cost was too high, he didn’t give us a breakdown on parts and labor. We feel because we are senior citizens they took advantage of us. We went ****’s after he left and calculated the replacement parts, that would have cost a maximum of $800. So that left $4200. for labor for 4 hours of work. What company pays their workers $1000. an hour.? He had us fill out a credit card application for the charges. We called them the next morning to have the credit card application rescind, they said they would look into it and that we would pay them directly a fair amount for the job. We then called the credit card company to canceled the card, but was told the charges had already been paid. We called 3 days in a row, but finally on the 3 day we got a response from them that they would look into the issue. We were under the assumption that we had 3 days to cancel a credit card purchase, but it looks like we have no consumer rights. We are willing to pay a fair amount for this job, but not $5000. for parts and 4 hours of work Let this be a warning to another customer of Ace Solves It All

  Business response

  03/14/2023

  hello,

  we do not purchase our parts from the box stores we purchase the best products in the industry and warranty all of our work for 5 years. All of our pricing is based on a flat rate system which includes all the materials and labor to perform the work with qualified electricians that are drug tested, background checked and drug tested  for your safety. We give our prices before any work starts and go over the pricing and the prices are the same for the same work regardless of the age of the customer. We do offer a 5% senior citizen discount and if you did not receive that please let me know as you are intitled to that if you are a senior citizen. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  October 31, 2022 We called them out to repair a job they did 2 yrs prior in June 22, 2020 for a leaking pipe. They came out and told my wife that They had no record of doing prior job and whomever did this repair did a bad job. (I found their receipt of 2020 repair) The tech proceeded to fix the leaking pipe and removing some small roots from a tree we have nearby which took all of about an hour then stood around talking on his phone for another 2 hours milking us for another $400 dollars making the total **** $800, prior repair only cost us $385. We never got a receipt for job, price, services performed, nor did we get any pictures of the large roots he claimed to have removed. I (**** **********) dug a small hole to locate problem the night before when I discovered the leak and found no large roots at all just small roots about the size of my fingers. Their prior repair had failed and clearly they did do a bad repair before, we called them because they repaired it before. I have supplied plenty of pictures and 2 bills, 1 from June 22, 2020 and 1 from October 31, 2022. You can clearly see a huge difference for repairing their bad job from 2020. I've also included 2 pictures that I took on October 31, 2022 showing little to hardly any roots, certainly nothing larger than a finger Ace claims in their **** that the tech had to dig 4 feet and there is only a 3 foot hole because I have provided a measurement of the hole as you will see. Tech also claims they talked to my wife about service plans, provided invoice (only after I called 3 times for it) you will see their job completion check list. We are seeking either a ****ing Adjustment in the amount of $400 or a compete refund for all this aggravation thoughout this ordeal. We feel we were scammed for the additional $400 for them to fix the bad repair they did previously in June 2020

  Business response

  12/22/2022

  Business Response /* (1000, 8, 2022/11/17) */ Here are the actual notes from the work at the customers home. Arrived and found that customer has main line broken at the meter area . Ga e customer options and customer took option to make band aid repair only . Dug and removed tree roots from around that pipe that caused leaks and made repair tested and no leaks were found at this time . Recommended that customer replace main line if you have roots you are going to continue to have problems as they have because they did not choose to do the repair that is needed to correct the problem correctly Consumer Response /* (3000, 10, 2022/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their response because it was their failed repair that was made 2 years prior and they claimed to have never done the work and also blamed it on finger thick roots that where not wrapped around any of the pvc pipe. They saw my wife and thought they could take advantage of a female who knows nothing about the repair that needed to be made and knowing she needed her water back on. $800 for a 12 inch repair is highway robbery, also to quote my wife $3500 to replace the whole main water is again highway robbery and price gouging. I've read several of their reviews and this company shouldn't be in business with their lack of record keeping, not providing the customer an invoice or a quote in writing about how much the job will be or to replace the whole water main line. I had to call 3 times before they sent me an invoice, pictures, etc.... this is unacceptable! I want a full refund for this aggravation and price gouging for a repair they failed to do correctly the very fisrt time. Business Response /* (4000, 14, 2022/12/02) */ our Plumbing manager has spoken to the complainants wife and explained what took place and came up with a solution. Consumer Response /* (2000, 16, 2022/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Company has agreed to a 100% Full refund to be credited back to my wifes credit card within 7 days. So we shall see if they honor their word.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Day 7 no A/C. I called Ace Solves it all on 9/26/2022 to unclog the line to my AC unit. The technician somehow messed with the wires and blew up my unit which is only a year old. I was told someone would be here the following monday at 8:00am to fix it. At 9:00 no one arrived only to fond out they were not even aware of the issue. They put in a faulty compressor and i still have no AC. I have several calls to speak to a manager, Tyler, only to be told he is dealing with his ill mother and doesnt have time to call me and no one is able to assist me. Sevetal techs have been here so i have now missed 4 days of work only to have no A/C. I was advised they have parts in stock and can fix anything 24/7 so i joined the membership when my line was unclogged. This is not the case as after they left the air compressor blew up and i was yold they have no parts in stock on the weekends and the shop is closed to get them? I want full credit for the false membership they offer and the money i paid to unclog the line due yo the inconvenience of missing work and having no AC FOR 7 days now. I want my unit fixed and not with a used compressor that doesnt work!!! I want a new one installed! .

  Business response

  11/17/2022

  Business Response /* (1000, 10, 2022/10/21) */ We have finished what was needed and went over and above to take care of the customer Consumer Response /* (3000, 12, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Above and betond? You you shouldnt have broke my unit to begin with? You tried several "quick" fixes prior to getting it right on day 16. Tyler was never available to speak to me. His technicians helped a great deal especially Dante but besides that Tyler should work on his customer service skills as none of what occured was my dault! Again, this has fibally been resolved thanks to Dante!! Business Response /* (4000, 14, 2022/10/27) */ We completed all the work and the customer is satisfied.

• Initial Complaint

  09/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our residential property needed new plumbing. In April of this year we hired Ace Solves It All to complete the work. We signed a payment plan with them thru a third party company for just over $18k for the work. Monthly payments have been made towards this amount since after the contract was signed. ACE Solves It All came in and over a period of 3 days re-plumbed the house. The steps that have not been completed to date are repairs of the drywall and other infrastructure they damaged or repairs from the inspeciton by the local agency. We have holes all over our house that were supposed to be fixed yet remain to this day, over 5 months after the pipes were replaced. Further, comments by City of Winter Haven have been ignored by Ace Solves It All and repairs not been made. We've tried reaching out to them numerous times to no avail. 4 weeks ago we posted a negative review on their Facebook page which resulted in a representative coming out, saying he'd take care of everything, then silence ever since. At this point they are unresponsive to any efforts on our end to complete the work that began 5 months ago.

  Business response

  10/27/2022

  Business Response /* (1000, 8, 2022/10/04) */ We use a sub contractor for drywall repair and i apologize for the delay he was backed up because of a car accident this was completed 10/9/2022 We also had a delay from the building department but the final inspection is complete and until that is done the patching cannot be completed

*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. ↩