Business ProfileforTexas Ace Heating & Air

I had an AC unit from Texas Ace in 2021. The day after the installation, there was leaking and they gave me unreasonable explanation. I overheard the technician talking to the office about something broken, but the manager **** who was not at the site insisted it is my drainage issue. We had an argument which was observed by our neighbor. At the end they agree to took out the pan which is part of the system, and found a broken place. They ordered a new part and put into the system a few days later. This is an old story that I would not mention if the following not happened.On May 10th, I had their technician came for regular maintenance. He found the capacitor is no good. He wanted to charge me over $450 to replace it on top of the $129 maintenance fee. It only take him 5 mins to uninstall and install while he was there for the maintenance. I checked my warranty, it is said I have 10 years parts. When I called their office, the operation manager said that in order to provide me the part, I have to use their (sky high) labor. They won't offer me the part and they don't order the part for me, because ordering has labor involved. He said they won't do the ordering for free. My warrant clearly saying "10 year parts", which I bought as a package at the beginning, no mentioning that I have to use their service, nor mentioning I have to order from the manufacture. He said that I can go to their office, sitting in front of their computer to order the part. They said the new capacitor will have something like 5 year warranty. Warranty after warranty! Basically they use the warranty as a string to get business. I ordered the capacitor at Amazon for $16. A service provider charged $140 to replace it. Texas Ace's warranty is a joke! Never use Texas Ace, period.

In 2021, unfortunately, we do not have available phone records. However, we have confirmed that our technician visited the property following installation, conducted a thorough assessment, and escalated it to management. A manager then visited the home and scheduled repairs upon identifying an issue.During a scheduled maintenance visit on May 10, 2024, a capacitor outside the required tolerance levels was identified, prompting a recommendation for replacement. Although repairs were suggested, the homeowner opted to delay scheduling at that time. Subsequently, on May 13, 2024, our service manager, in coordination with *******************, provided a quotation of $275 for the capacitor replacement under warranty.It is worth noting that under the manufacturer's part warranty, annual maintenance is required to retain warranty coverage. Our records indicate that since installation, maintenance has only been performed one other time on 9/16/22, during which a filter replacement was recommended but deferred by the homeowner.The system, installed on July 31, 2021, remains covered by the manufacturer's parts warranty, albeit outside the labor warranty period. According to the manufacturer's warranty stipulations, all replaced parts must be directly sourced from the manufacturer to maintain warranty integrity. This entails a detailed process involving ordering, payment, retrieval, on-site installation, administrative documentation, and eventual return of the defective part for reimbursement.This process demands a significant allocation of labor resources. Moreover, it is essential to underscore that manufacturer-provided parts, though more costly than aftermarket alternatives, ensure superior quality and mitigate potential equipment malfunctions that could impact other system components. On multiple occasions, the homeowner has been reminded that while Texas Ace served as the installing contractor, alternative options for parts warranty fulfillment are available within the broader HVAC service industry.Our commitment to upholding warranty terms is unwavering, acknowledging the expiration of the labor warranty while diligently adhering to parts replacement protocols. It is essential to emphasize that the logistical complexities inherent in the parts warranty process preclude immediate provision of replacement components.We remain dedicated to delivering exceptional customer service, prioritizing satisfaction at every interaction. Our pricing structure is meticulously calculated, considering the revenue necessary to cover the expenses of completing each job within the allocated time frame. Additionally, our warranty procedure strictly adheres to industry standards and seamlessly aligns with the protocols established by manufacturers.