ComplaintsforAce Hardware Home Services - Hickory & Denver, NC

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New HVAC unit installed in October 2023; $14,000.00. Issue is with the Honeywell thermostat that has failed three times and twice in the last month; when it fails, the system will not work as is now the case at the time of this complaint. The resolution has been to replace the thermostat but I've requested a lasting solution be employed but nothing has been done. Company is not able to make a repair appointment until tomorrow.

  

  Business response

  05/16/2024

  Completed a return visit on 5/16/24.  After complete diagnostic of the entire system, determined that 24-volt connection is being dropped due to float switch in the drain line.  Replaced the float switch with a different brand/type to ensure better connection.  Also installed surge protection on the indoor unit.  Reset thermostat, reprogrammed thermostat settings for installed equipment.  A courtesy call will be made later this evening.  There are no issues with installed equipment.  Customer is happy with repairs that were made today.

  Customer response

  05/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. Though both parties agree that there is no indication that the issue was identified and resolved, I am pleased with the company's response and plan to address if any further issues arise. As well, I was given good contact information to use in the future if needed.
  
  Thank you. 
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We contacted for a resolution to our upstairs area- originally I asked for a mini split since this is what our previous home had in the bonus area. Sales team sold us on the new system identifying that this would resolve all of our concerns with the upstairs area. Informed we would also be getting a floor unit for upstairs because a mini split wouldnt work. Photos were provided in the contract of the systems we were getting; however, we did not see a floor unit on there and when calling the sales member he pointed us to a written area on the contract that he identified as the upstairs floor unit. Later found out this individual was fired- checks I had written were lost- my upstairs area still not resolved! Always a 5-7 degree difference and its not acceptable especially since the only reason they were contacted was for an upstairs solution. The downstairs area was still heating and cooling without issue! After many attempts of a resolution we are still fighting the same battle. After contacting several other heating and air companies they have all agreed it was absolutely not the correct solution and the problem will not resolve without the additional unit of some sort upstairs. I was originally appreciative of the desire to resolve their sales persons wrong doing, but those were only bandaids to prevent them from being out more money that this sales person they fired costed them. Meanwhile, we are taking the fall for it when our money could have been spent on a different solution without a whole new unit that was not needed. When asking to just return our old unit- it was no longer available to us. I simply want the solution I contacted them for from the beginning.

  

  Business response

  11/19/2023

  Hello,

   We have made several attempts to make things right with this customer and have had no success. We originally installed a system that the customer advised wouldn't cool the upstairs. We sent a management team out to evaluate and decided at no additional cost to replace the system with a larger one, also we added a zone system and redesigned the ductwork (This was not part of the original quote) out of good faith to fix the customers issues. We also gave the customer a $2,000 discount off the original price for the inconvenience.  Even after making these changes the customer still felt that the system wasn't working as desired, we made several trips to the home and found everything to be working as expected. We even left monitors on the thermostats to record temperature spikes and those readings show that the system is working properly. Throughout this whole experience with the customer, she advised that the sales guy promised her two systems instead of one, I still have no idea where she got this from as I have a signed contract from her stating what she purchased. After several attempts to satisfy customer with no success we offered to come remove the equipment and give her a full refund of $10,000, she also would not except this unless we could give back the old equipment that we took out of the home. That equipment like any other old equipment we take out has been disposed. The customer believes whenever it is 90 plus degrees outside that the upstairs should maintain the 67-degree temperature she keeps the thermostat set to. Customer will not except that the systems are not designed to provide that much of a temperature difference from the outside temperature. 

   

  Customer response

  11/20/2023

   
  I am rejecting this response because:
  The sales person originally sold me the completely incorrect solution to the problem I contacted, for that is where the entire situation started from. if I still had my old system, I could have spent money where I needed the original problem fixed, which was upstairs. I would be happy to accept the refund if you could replace my old system which was working fine and properly. Your salesperson was very dishonest, and he was even fired for such so please do not pretend you dont understand where we got this information from because he is the one that gave that to us. He was a representation of your business at that time , so that falls back on you all. I have contacted THREE companies after you and everyone of them are baffled at the ridiculous solution you all provided and the band aid solutions youve tried to give me since the incorrect solution was provided. You brought those thermometers out when it was a 70 degree week. You knew what you were doing when waiting until it cooled down to provide that as a test. I want my old system back in addition to the refund or I want the floor unit originally promised by your salesperson. *** also had a quote of $5,000 for the mini split upstairs that would have solved all my problems from the beginning so thats also an option for solution but you all should be the ones having to finish your job you were contacted for.

  

  Business response

  11/22/2023

  This customer has reached out to us by email and advised she would be satisfied with the $10,000 refund. I'm happy to give the refund in exchange for the installed equipment. The zone system and duct modifications she is welcomed to keep, and I will write that part off. I'm also happy to install the Mini split she has requested instead of removing the system and providing a refund, my concern is this will not be satisfactory to her standards and then we are back at **********. I have asked repeatedly of the past several months what the solution would be in the customers eyes, and this is the first time adding the mini split has been mentioned. I'm more than happy to stand behind anything we do, just want the customer to know we cannot guarantee the ********************** temperature to maintain 67 degrees in a bonus room above a garage whenever it is 95 plus degrees outside. 

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