Ace Air, Inc.
Heron, Merced, CA

Ace Air, Inc. Reviews

3.9 stars based on 16 reviews

Featured Comments:

• M

  Maria Guerrero

  1.0

  I called multiple times in a 5 month period regarding water leak in the ceiling. They came out in February 2020 and said everything was fine and that the line was clear and to keep and eye out for any problems. On May 26, I called and asked them to send someone ASAP and that the carpet in my daughters room (which was newly installed in February) was soaked in water. They said they were booked till Friday and for me to call other companies if it was an emergency. I did get a handy man out here which cost 350.00 and was able to diagnose the problem and stop the leak. Long story short, the water leaked from the the attic down to the bedroom and through the garage. A week later Tom the owner came out to see the damage and said he would send a contractor to evaluate the conditions of the carpet and foundation. What’s there to evaluate? There’s damage caused by their negligence and he needs to make things right. It’s been yet another week and my daughter Room is in the same condition. I called on 6/11/20 and the secretary reminded me that the contractor knows he has to come out here. That they are very busy. That’s bull....,

• C

  Cassie Ens

  1.0

  As a healthcare facility in the central valley, we expect incredibly high temperatures in the summer months. Our facility is home to up to 99 medically compromised residents that depend on us to provide them with dependable and valuable health care services. Air conditioning needs to be in working order 100% of the time and we depend on and support our local and small businesses in our community to help us achieve this. We recently came upon a need for service and decided to reach out to -Ace Air- for a project quote. It was a large project, however, we wanted to see what our options were, & trusted Ace Air could fulfill our request in gathering a quote for our facility. It took well over 30 days to receive an initial proposal. After finally receiving a quote for the job, we had made the decision to do a smaller scale project and requested a new quote with just the specific items we were looking to replace. They separated out the items as requested and sent us a revised proposal on 6/22/2020. On 6/29/2020, (7 days later) we approved the project and the signed proposal was sent back to Ace Air. Ace Air does provide a disclaimer statement of “Prices are good for 10 days and subject to change after that time.” In understanding this, we met that time frame. Time began to pass. Over three weeks later, we reached out to Ace Air again to ask about the project status. They informed us, *3 weeks later*, that the proposal they sent us on 6/22/2020 is no longer valid since we did not agree to the entire job. They stated that the proposal they sent us was the “group/discounted rate”. ** This is not specified or written anywhere on the proposal, it was not communicated to us at any time, and 3 full weeks had passed since we had signed the agreement for the project.** When I heard of this discrepancy, I called Ace Air myself to straighten out the miscommunication. Clearly, I thought, they would honor their initial quote and make things right with our facility, recognizing the mistake they had made in communicating with us. After speaking with the Office Manager, Jamie, she informed me that she does not handle the sales side of things and would need to refer me to Robert, the sales rep. Mind you, Jamie was in no way focused on customer service or professionalism. Robert calls me back within the next hour and begins going through the same speech. Informing me that the proposal was based on the full-scale project and that they could not honor the price given in the second proposal requested by my facility. I informed him of how this was misleading, not communicated, and not listed on the signed proposal. He made it clear he was not going to budge and continued to argue his standpoint rather than apologizing for the miscommunication. Not once did Jamie, or Robert offer an apology for the confusion and misrepresentation of their services. I informed Robert that we still needed the project done regardless of the discrepancies and asked that he send me a revised proposal. His response was: “No, we’re going to pass.” I was speechless. After working with Ace Air for nearly two months, they declined to service our healthcare facility due to the fact that they miscommunicated a price proposal and did not like the fact that they were being questioned about it by the paying customer. I am shocked by the lack of professionalism, disheartened by the prideful response received, and disgusted by the customer service received from Ace Air. For a company that represents themselves as a family-owned business that has been part of the Merced community for over 30 years- they certainly lost the trust and support of a health care facility that has been part of our community for over 30 years. --Thank you for acknowledging this review, however, at this point- it's not in my hands to make amends for this encounter. I was seeking your company's business, & was denied. I can understand why a proposal would not be honored if there was a contingency. The emails between my associate and Ace Air were shared with me & there was no discussion of a contingent offer.

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  Response from the owner

  I sincerely apologize for the experience you had with Ace Air and can assure you that I and our entire staff are very focused on customer service and professionalism, so I, too, am shocked and disheartened by this encounter. We have several emails between our sales manager and an associate of yours at Anberry wherein they discuss the price quoted was contingent upon the entire job being installed as a single project. Please do not hesitate to call or email us if you would like to discuss this matter further. We are always happy to assist you.

• K

  K. Mc Namara

  5.0

  Ace Air takes care of our commercial building with five tenants. Whenever someone has an issue, Ace Air responds quickly, even on very hot days when they are super busy fixing many air conditioners across the area. They are knowledgeable and don't try to up-sell or do unnecessary repairs.

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