Complaints

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing my HVAC not distributing air correctly for months now. They have come out at least 6 times to fix our HVAC but still have had issues. Since then I have been extremely patient I have called many times but they have not come to fix our A/C . It takes our house 6 hours (sometimes longer) to cool our house down. When we turn the A/C down the temperature goes up. Not having A/C work correctly through the summer is brutal. Apparently we have the most complicated HVAC in Texas because they cannot figure out what's wrong. That is probably why I haven't received much response or help from them. I have called to get an update and their response has always been "expect a call at the end of the week". I am still waiting for them to call back. Early July is when this all started. Currently A/C is still not functioning correctly. This service is under warranty through Pulte Homes (the builder), Texas Ace is the one responsible for fixing any issue with our HVAC.

  Business response

  10/21/2024

  We acknowledge that our team has made more visits to their home for repairs than is customary. In response to this situation, we assigned our Operations Manager, ****, to conduct a thorough assessment of the air conditioning system. During his evaluation, he identified areas of concern and developed a comprehensive plan to address these issues effectively.
  We have since returned to the home to complete the necessary repairs. Additionally, **** has provided his direct contact information should they encounter any further issues. He will personally oversee any subsequent repairs needed to ensure that their system functions optimally moving forward.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Previous home owner paid Texas Ace to make sure nothing was wrong with the A/C unit in my house before I purchased it. During the inspection they found a defective evaporator coil so they replaced it.When I moved in a month later the evaporator was not draining correctly. American home shield warranty sent an HVAC tech to investigate. He discovered that the drain pan underneath the evaporator coil was broken. I called Texas Ace about this matter and they said they were not responsible because they had no record of a broken drain pan from the service call. They would however come look for a service fee and give me a price to fix it. The invoice given to me by the previous owner was $1638.00 . My question is this. if they were paid to give it the seal of approval, they did the work of replacing the coil, and no one lived in the house between the service and when I moved in, then how did it get magically broken? I dont think I will use them.

  Business response

  06/28/2024

  *********************** spoke with **************. It appears there was a misunderstanding in our office. We are scheduling a tech to complete a proper investigation to determine if we are at fault and if so this will all be done at no charge to the homeowner

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought our house as a new construction in 2019 from Pulte Homes, Texas Ace Heating and Air is contracted to install the **** system for Pulte Homes. Within 1 year, we had "organic growth" in the plenum of our attic furnace. Texas Ace covered the work under the 1-year warranty, but they upsold us on an inline ** air purifier system. We paid $870 for them to install this system, promising it would help kill germs and bacteria in our **** system. It was installed in March 2022, In Feb 2024, as we were switching from heat to AC, we noticed the "organic growth" smell was back so we called Texas Ace back into our home for inspection. They determined our **** unit had a whole new batch of organic growth on our coils and that our 1-2-year-old ** purification system was defective. So my family is now being exposed again to "organic growth" through our **** system. They came out multiple times between February and April to determine the issues. They then told us they would not cover any of the labor to fix the organic growth OR defective parts in the ** system. It was a $1000 bill for them to clean the organic growth, seal the plenum that they unsealed, and execute the parts warranty on the ** system and repair the unit.This is unacceptable, in my opinion the **** unit has never been fully functional as the "organic growth" is recurring over multiple years. Texas Ace never addressed the cause of the organic growth, they only charged us and addressed the clean-up. As of April 2nd, we have fired Texas Ace as our **** company. I am exploring options to seek damages.

  Business response

  04/16/2024

  *********************** had a productive discussion with Mr. and *******************, during which additional options were presented. As part of our commitment to customer satisfaction, we have agreed to address the issue of ************ mixture resulting from air gaps in the attic by sealing the outside of the plenum at no cost to the homeowners.
  Upon inspection, it was determined that there was no growth on the inside coil, and the observed odor aligns closely with symptoms indicative of dirty sock syndrome. In light of this, a significantly reduced rate has been offered for the cleaning and treatment of the coil.
  Furthermore, we have committed to managing the warranty process for the purification system at no extra expense, concurrently with the coil cleaning service. To ensure meticulous completion and utmost satisfaction, **** will conduct a thorough assessment upon the conclusion of the service, personally visiting the residence to verify the integrity of the work performed and ensure complete satisfaction for both Mr. and *******************.

  Customer response

  04/16/2024

  I have reviewed the business response and accept this resolution. I greatly appreciate the efforts of **** at Texas Ace Heating & AC in resolving this matter. He has exceeded expectations in accommodating our requests and addressing my concerns. I only wish that more had been done earlier to prevent the situation from escalating to this point. Overall, we are happy with this resolution.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are disappointed with the service received today. We have two units at our home. We found out this company installed them backwards (the upstairs unit ran the downstairs area and vice versa). Today repairs were completed to fix the issue; however now, our home isnt cooling at all. We called the emergency phone number only to be told no one can come back out to fix/service again until tomorrow evening. 1) This is an issue they caused; 2) they made the situation worse; and 3) now no one is available to rectify the situation. Its 110 degrees today, and now my family has to pack up to stay in a hotel tonight. I would absolutely not recommend this company. Weve lost faith in this company and its workmanship/customer service. The only reason we continue to use them is because we live in a new build home that is warrantied with them for the next year. Now we fully understand why our electric bills have been so high since we moved in towards the end of May 2023. Additionally, when reviewing the other service related complaints I am really concerned as there seems to be a pattern of improper install of AC units and that technicians are not being properly trained to successfully complete their assigned duties or job. This places a burden and a lot of hardships on families and is also a liability and safety concern. I will be making a request to have both units completely replaced next week through our home builders.

  Business response

  02/02/2024

  The homeowner is correct, the systems were installed backwards. The night in question we did have a technician out the same night so no hotel stay was necessary. A temporary repair was made that night to provide cooling to the home. Afterwards this was escalated within Texas Ace and the equipment has been replaced and systems are working as designed. 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Texas Ace installed a brand new air and heating unit, inside and out, and charged over 11K. Since installation (4 weeks), the unit has failed to work correctly, repeatedly failing to cool properly. Texas Ace technicians have tried to fix the issue at least 6 times. They have corrected a "wiring mistake" on the inside unit. When that didn't fix the issue, the bypassed a high pressure switch which remains disconnected. When that didn't work, they replaced the control board inside the outdoor unit. When that didn't work, they replaced the fan and motor on the brand new outside unit and the inside thermostat. As I file this complaint, the indoor unit is screaming in the attic, making a very high pitched noise and Texas Ace has told me to turn off the unit and wait until morning and they will come out. I have demanded that they come out tonight. They have replaced so many parts that the unit is no longer what we have paid for we have and we want the whole thing replaced. If this was a car, it would have long passed the limits of the Lemon Law.

  Business response

  02/02/2024

  We did make attempts to repair the system as the manufacture requires all attempts to repair before they will authorize a system replacement. We have since replaced the equipment with new equipment and to our knowledge system is functioning properly at this time.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Texas Ace December 6th 2022 and multiple dates afterwards regarding a warranty item that the manufacturer states should be covered. The house was sold as new construction 6/28/2018. Honeywell states the installer should be covering the thermostat.

  Customer response

  08/22/2023

  It took 6 months to convince this company to honor the manufacturers warranty on a thermostat for a system they installed. It was a zoned system that began to have issues when they finally agreed to swap the thermostat for $180 labor charge. It appears to be related to the Honeywell Zone Valve Actuator that stopped working during the thermostat install. This would have been under manufacturers warranty as well had this process not taken half a year to resolve and the tech actually look at the system when the new issue started during the thermostat install.

  Customer response

  10/17/2023

  It is not resolved.  We requested a refund of the $180.  During the thermostat install, the zone would not turn on. The installer didn't notice that the zone valve actuator which should have been covered under warranty was not working.  We are now outside of warranty due to this company's oversight.

  Business response

  10/26/2023

  *************************** originally called in to check warranty on their thermostat due to the touch screen not working properly on 12/7/2022. We did have a misunderstanding in the office as there was no longer any labor warranty on the thermostat but was still a parts warranty. We were contacted again on 5/19/2023 and *********************** (our service manager at the time) reached out to ******************* to clear up the confusion and discussed that there would be a charge for labor but not the part. **** agreed to provide them with a discounted total of $179 for the trip charge and the labor to replace the thermostat due to the misunderstanding. ******************* was hesitant to pay anything for the repair but finally agreed. We sent ************** ****** on 5/24/23 to the home and he replaced the thermostat. When he tested the system everything was working correctly at that time. We received a message on 6/20/23 that the thermostat was no longer working. We sent ****** out to the home on 6/22/23 with the understanding that if it was an issue with the thermostat that we had recently replaced there would be no additional charge. When ************** arrived onsite he verified the thermostat was working fine. The thermostat was sending proper voltage to zone board and bringing on the system. He offered to further diagnose the issue for an additional charge to cover his labor but the homeowner declined. We did not charge them for the additional trip charge to the home at that time even though it was a different issue then was reported on the first trip. The home closed on 6/29/2018 and the parts would have still been under warranty at the time we were onsite at the second visit but we were not allowed to further diagnose the system. We do not believe a refund is valid as our original call out to the home was not about a system or zone not coming on, it was for a thermostat that had a faulty touchscreen. The system ran for nearly a month with temperatures in the mid to upper 90's without a complaint until the zone had stopped working. Multiple employees have left voicemails to discuss this with the homeowner with no success of reaching anyone.

  Customer response

  10/26/2023

  I am rejecting this response because the technician had trouble getting the system to activate with the new thermostat on the day it was replaced.    $180 service fee just to replace a thermostat is ridiculous after 6+ months of battling them that this was a covered item.  It took going to the manufacturer which confirmed Texas Ace should be covering.  

  Texas Ace has been difficult to deal with.  They didnt thoroughly check the system when the thermostat was changed and the system wouldnt kick on.   Had they thoroughly checked the system issues, they would have caught that another warranty covered item was not working on that day.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Texas Ace Heating & Air installed 4 A/C units in our new construction home. Initially, one of the units didn't not work and after a few visits and troubleshooting, they were able to repair it. Then another unit turned out not to be installed correctly and resulted in a leak in the attic that damaged the ceiling of our game room with water pouring onto the ground. They sent someone out to make the repair which was done incorrectly because then there was a leak in a bedroom that resulted in water pouring onto the floor and ceiling damage. That was then repaired. Texas Ace admitted that the installations were not done correctly and stated that they have a new installation team, etc. Although most of these repairs were covered by them, they did charge me $1,436.50 for the repairs and I paid it. At that time, they offered me a 10 year warranty on all of the units and 2 years of maintenance. "As promised, here is our offer Optional extended labor warranty to match existing parts warranty (10 years from date of closing) (see attached) Regular priced - $1,162 per system Special price quoted by Chase today - $875 per system SPECIAL PRICE, AFTER OUR CONVERSATION - $800 PER SYSTEM Texas Ace Club membership to cover the required semi-annual preventive maintenance on your HVAC (4) systems (see attached) Regular priced - $54.80 per month / $657.60 per year SPECIAL PRICE WITH PURCHASE OF OPTIONAL EXTENDED LABOR WARRANTY - $0.00 FOR 2 YEARS (included at no charge, after our conversation)" I accepted this offer and was assured when I followed up by text that it was executed. However, they did not activate the warranty for me. I have called multiple times and the receptionist tells me that I do not have warranty or coverage. I have called and left messages for their warranty employee, Phillip. I have never received a call back. I have also emailed him and the leadership team without a response.

  Business response

  06/27/2022

  Business Response /* (1000, 19, 2022/05/20) */ Contact Name and Title: Phillip D S***** / Mgr Contact Phone: 972-537-6588 Contact Email: [email protected] Texas Ace Heating & Air has received the complaint #XXXXXXXX by ****** ******* As Mrs. ******* stated in her complaint, she wanted to purchase the Optional Extended Labor Warranty on her 4 systems and unfortunately this was not activated, nor was she charged. In addition, she is correct that in April 2019 we made some repairs to her system, including an optional upgraded safety on each of her 4 systems. These reparis & upgrades totaled $1,436.50, which was paid by Mrs. ******* During the investigation after the complaints, it was determined that since the Optional Warranty was not activated or paid for, the records reflect that there is no labor warranty and the CSR properly answered the question To address calls not being returned, there is absolutely no good explanation for this happening and we have taken additional training & staffing steps without the organization to prevent any other customer from experiencing this in the future Mrs. Hassanit has requested a refund of $1,436.50 for the repairs paid in 2019, which will satisfy her concerns and Texas Ace has processed a refund payment in this amount, as a courtesy and apology for the frustration she experienced I have left a voice mail for Mrs. ******* & included my cell phone number for her to return the call at any time convenient Texas Ace has always stood for 100% customer satisfaction and has a long & storied history of this success...along the way, we take opportunities like this to grow and train - to become a better company to better serve our community Should you have any further questions or concerns, please feel free to contact us at any time Sincerely, Phillip D S***** Management Team Member

*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. ↩