Ace Air Inc

I called Ace Air to come out when my AC stopped cooling. After I scheduled the appointment, but before they arrived, the AC resumed normal function. On May 12, they came out, and couldn't find any reason this was happening. However, they found that the AC was overcharged, and removed the excess pressure from the system. At the end of the visit, they said if it happened again, call them within 30 days, and their service would be warrantied. They did not, however, identify the cause of the non-cooling unit on this trip.

Three weeks later, the same issue happened. I called, rescheduled a technician, and they came out. Upon inspection, they changed our air filter, and cleaned the unit outside (we have a Dogwood Tree close by).

Three days later, they billed us in full for the second trip. Since I assumed that the service was under the 30-day window, and therefore covered under warranty, I emailed the company to inquire about the terms of the 30 days. I never heard a reply. Two weeks later, I emailed again. Again, no reply.

Finally, I called the company, and spoke with a woman. I explained my question ("I thought that the diagnostic fee would be covered under the warranty terms, especially since it was within the 30-days, and since there was no diagnosis on the first visit.") The woman said she'd speak with the owner, and call me back.

This morning, the technician called me back. He explained that since the 'conditions' had changed since his first visit (he referenced both the filter and the dogwood), that it was another diagnostic fee. I explained that, since he admittedly did not diagnose the issue on his first visit, the second diagnostic charge does not sound fair. And, since they did not reply to various email inquiries, they do not seem open handed about how they're dealing with the customer. The technician replied that after speaking with the other, they both feel that charge is fair. I responded "well, I'm glad you feel that way".

The diagnostic fee is minimal ($75). However, I feel this company avoided transparency and misled the terms of the 30-day warranty. I have given then a chance to address my concerns, and they did not. Therefore, over $75, I will not use this company for future HVAC service.

These guys were great! Called them on a Sunday and they were here in 20 mins and had me fixed in 15. My running capacitor was replaced and I was back up and running. Thomas was very fast and friendly. Strongly recommend!

Ace has provided us with excellent service for many of our units at church. We had a pipe burst in the closet with our unit and then another time we had vandalism to 4 unit and two had to be replaced. Excellent service for everything!!