ComplaintsforAce Construction/Ace Fireplace

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the techbas no idea how to work with my direct vent fireplace, or even get access to the pilot switch, even after I told him how to access it he told me I was incorrect. He proceeded to do nothing but stare at it and when I said it has a gas leaks (which I told the company before I asked them to come out and they assured me they could repair it) he didnt even check with his gauge until I asked him to. Then he said you have a gas leakHe proceeded to tell me he was unable to fix it because the fireplace was too old and it would be impossible to find parts to fix it and even if they could it would be over $1000 not including the $300 service fee they charged for him to come out, to do nothing, and have me explain to him how to detect the issue using a gas meter. He told me my best bet was to put the $300 service call fee towards a new fireplace with them and that fee would be deducted from the total cost. with an estimate of that costing $6-8000 to replace. Also that a new system would require completely redoing my mantle and removing and replacing trim.I got swindled out of $300 for a service call with no service being performed and oversold. It was a glorified sales pitch I had to pay $300 for. other customers I have talked to call the owner Slim **** *****, I wish I knew that before calling them to come out. My fireplace is a superior brand direct vent, a very common brand and less than 25 years old with parts readily available for less than $100.I called another company, since ace was useless unless I wanted to buy a new system, who confirmed they keep these parts in stock, its not too old to fix, no reason to replace. So basically everything I was told by the ******** was wrong in order to sell **** got scammed. I would not recommend working with ***. I wish I never contacted them in the first place.

  Business response

  11/06/2024

  Hello ********, we are sorry that you had a poor experience during your service call. On a daily basis we do upwards of 4 service calls per day, so it does happen from time to time that we arrive slightly later than expected. If this would've been spoken about when the appointment was scheduled, we definitely could have accommodated your schedule better. Although I am not exactly sure what the issue with the unit was just through the review, I can say that we do carry Superior parts, but sometimes when the units are old and have many parts going bad, we do recommend replacement because over time parts continually need to be replaced and it is no longer cost effective. We have since contacted you in order to refund your service call charge, and we would have been more than happy to do so if you had called us with your concerns. We have since spoken to our technician and have resolved this issue on our end, so please reach out if you would like to handle this matter with our office.
  
  

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