ACE Heating & Cooling, LLC
Lake, Crossville, TN

ACE Heating & Cooling, LLC Reviews

4.4 stars based on 24 reviews

Featured Comments:

• D

  Dian Williams

  1.0

  First time they repaired unit last year overall went well, unit worked until winter. Second time they repaired unit it lasted 15-20 minutes after tech left - it then surged and appears to have fried entire system except emergency heat mode, including causing sparks in our breakers. *Edit:new company verifies compressor fried. The unit is a old Rheem, 11 years old so not basing review on that (however I cannot in good faith recommend a Rheem, to anyone, very poor performance). My review is low based on I called company after last failure on a Friday, left message and they did not answer call, did not call me back Friday or even the next business day, Monday. They certainly cashed the check though. *Edit: Yes they called me back Tuesday after I called and left a message again, 4 FULL days after repair failed catastrophically. I was not offered anything but a "you need a new unit". No apology, basically a denial of responsibility. I'll attach bill, no "as-is" clause, just got a verbal warning when they left that repair may not last. The cost of this "repair" was $397, not $300. Normally their "repairs" carry a year warranty, which we spent $1,097 on repairs on same unit with this company on 5/29/21. Those repairs obviously are voided by this failure. Last months electric bill is $731. This was a "repair" that took over 2 weeks because of phone tag issues (they rarely answer phone during "business" hours), staffing issues, and parts issues.

  ---

  Response from the owner

  The only we can do as HVAC Professionals is to recommend the best options for our customers. Due to your unit being older than 10 years old, it is not advisable to try to repair a unit with a failing compressor. A $300 repair for a failing compressor is not recommended. We did talk to you on the phone when you called us the following week not 15-20mims after our tech left. Again we wish you luck, but in your situation you really need to replace your unit. Good luck

• A

  Angelia Garrison

  3.0

  They called to reschedule my appointment because it was raining. I explained to her that the job was inside the building not outside in the rain. They still wanted to reschedule so I canceled the appointment. (Response to owner response) LOL! The "weather condition" was walking from your vehicle 3 ft. to the front door of the building. The estimate for the job was on the inside not the outside. You act like we were having a bad storm and I ask you work in it. It wasn't even raining when Bennett Heat and Air arrived and hour later to give me another estimate. Better to just say you didn't have anyone you could send rather than make excuses about bad weather. The truth is always better than excuses.

  ---

  Response from the owner

  We apologize for rescheduling your appointment due to the weather conditions. Thanks for The feedback we strive to provide the best customer service possible and we will work on that. Thank you!

• D

  David Kirk

  1.0

  If anyone knows me they know that I do not complain I never write negative stuff on anyone. But this affected my family. Jacob came to my place and was a wonderful guy. He was very thorough and interactive. I thought there's no way I can find anyone any better than he was. That is until he left me hanging. My wife and my children home with no air conditioning. Avoided my phone calls and my texts. I continue to wait with no reply. His receptionist being his wife constantly giving me the runaround. Needless to say I had to hire someone else they came in and fix the job for less than half price. When it seems too good to be true as pawn Stars says it probably is. if he had only given me a courtesy call to let me know where he stood but he just abandon us.

  ---

  Response from the owner

  We try to repair your unit on Saturday, but when we arrived for the scheduled appointment no one was home. We also did not charge you anything for a diagnosis or a missed appointment. If you try to call us on Sunday our office is closed and your call will go to an on call technician. Monday we scheduled your appointment and you canceled. It is hard to provide excellent customer service if you do not give us a chance.

More reviews (7)