Ace Air Conditioning

Terrible experience. Paid, team took units and now without heat nine days and no one answers the phone.
At first the several instances of having appointment and their not showing up was disappointing for 'family business over 60 years..." They also said they were stepping out on a visit to buy parts at hardware store and then never returned.
But, at this point they are holding our two units hostage and without heat for nine days in January. No one answers phone or email.

5 star service from these guys. All the way around! From the techs sent to the house, to Josh the supervisor I spoke with, to Kennedi in the office, everyone was an absolute pleasure to deal with. My A coil had a leak, so I went ahead with getting it replaced. I had an R22 system, and the outside condenser was not rated for the new 410 refrigerant. After installing the new A coil, they accidentally charged the system with the new 410 Freon. If you don’t know, that would not have worked out well for long. Josh called, apologized, and installed a new Trane outside condenser compatible with the new 410 Freon free of charge. He was very polite and adamant that he wanted to make things right and would eat the cost to make sure I was happy with my experience and had everything I needed. I now have a whole new updated cooling system after only paying for the A coil. I understand everyone makes mistakes, and still appreciate the work the install guys did for me. After horrible experiences in the past with lesser AC company’s, I can’t say enough about my experience with Ace. I’ll use them for all my heating and cooling needs for as long as I live in this community. You don’t find company’s willing to make things right and do the right thing the way these guys did too often these days. After the stress of having to fork out money for the A coil during the holiday season, this turned out to be a nice blessing in disguise. Thanks a lot guys keep up the great work!!

Fantastic company w/ fantasic people. I called them not knowing what was wrong w/ my AC and looking for someone to come out to fix it. In talking w/ someone from their company, he over phone identified my issue as incorrect installation of the AC unit rather than an issue w/ the unit itself and advised that there was probably someone cheaper that could reinstall it than him. I sincerely appreciate their honesty as these actions clearly were opposite from their business interests (could have made money having someone come out and take a look at it). My interaction clearly shows the people working at this business both have a high level of knowledge about their craft and a high level of integrity.

ONE OF THE WORST EXPERIENCES EVER:
I scheduled an appointment to have my ACs checked out ten days in advance and these guys still stood me up and never even bothered to call. The next day after I called several times and made a stink they finally came by very late in the afternoon. The secretary at the number I called had no way of communicating with the technician and couldn’t even tell me when they would come.
After they did show up, they promised to get back to me with a quote on a new AC. No one called me back. I called a couple days later and spoke to the manager, who seemed nice enough. He again assured me he’d get back to me quickly with a quote. That was almost a week ago. I called back and left a message and still no one has gotten back to me. Terrible service, total lack of respect for the customer.
STAY AS FAR AWAY AS YOU CAN.

I hate that I feel compelled to leave this review. I strongly believe in supporting local businesses, and I gave Ace Air Conditioning every opportunity to have me as a customer, but they did not come through.

I initially contacted Ace on May 15 to initiate a discussion about renting an air conditioning unit for my apartment. Marty was very helpful. He requested photos which I sent over, along with measurements of the space that needs to be cooled. He told me what kind of unit I would need, and on the 17th he told me that he had a unit and gave me a price for rental (which includes delivery, install, and removal). I confirmed that I was interested, and sent the dimensions of the window that the unit was to be installed in to make sure it would fit.

A few days went by with no update, so I had to call the office several times during my work day. I was given a tentative date of Friday, May 24. They did say that they might not be able to get to me on Friday, so this was understood. However, I didn't receive any communication during the day on Friday and only found out that it would be quite late after I called. I had somewhere to be, so I asked for an appointment on another day. The date agreed upon was Thursday, May 30.

On Tuesday, May 28, I called to confirm that my appointment for May 30 was on and I was told that I'd get a call back. I did not receive a call back, so I called again the following day and was told that I was definitely on the schedule for May 30.

I took May 30 off from work to be home for this appointment. It was 4pm and I hadn't heard anything from Ace. I called, and they said that I was scheduled between 4-7pm, but that the technician would be here closer to 7pm. He called at 6:12 pm to tell me that he just needed to find parking, and that he'd be over with the unit. I received another call from him at 6:36, and during this call he told me that his partner/co-worker had walked off the job, and that he had no way to get the unit up to me. He apologized profusely, but I can't say that I buy the story. It was raining very hard, and I could see why someone wouldn't want to deal with making a delivery in such weather. He said that I could reschedule for the next day but - again - I took the day off of work for this appointment. (Then he told me that I could call the office to reschedule. Shouldn't they be calling me?)

I can't accommodate a service appointment at any point next week, and I'm not taking any more days off of work. This means that the earliest I'd be able to get anything done would be June 15th, which is a full month from my first contact with Ace. I was very impressed with my initial contacts with the company, and I'm very disappointed that I'm going to have to find someone else to help me with this job. Even if they wanted to take corrective action to make this right, I just don't feel like I can count on them to follow through.

Marty and his team have now scheduled, confirmed and missed FOUR appointments to return and install my air conditioners - a service for which I paid $600. Negligent, irresponsible, unethical, poor business. They are essentially holding my property hostage. Four weeks into summer and still without AC. The team confirms the appointments, apologizes profusely and then no one shows yet again despite emphatic assurances that they will. This is one of the most expensive and utterly deplorable service experiences I have had with a small business in NYC.

My three-year-old air conditioner began leaking inside of the apartment. I had a few Shamwow cloths but that wasn’t going cut it. I did an extensive search for someone to fix it. It was a nightmare. I found Ace Air Conditioning. It was obvious that they have many customers. Though the price seemed high, what was being offered was an extensive process. When I spoke to someone who had a lower price and read what these guys for offering… I was told… We don’t do that. It made sense to me to make an investment in something that I rely on year long.
Keith was extremely pleasant on the phone every time I spoke to him. He did exactly what he promised. I really do hate having people coming to my home but Patricio, Juan, Ed and John made it very easy. They did a very professional job. A lot of us have window air conditioners and there are very few people that service them. These guys were great and I highly recommend using them. YOU GET WHAT YOU PAY FOR! It’s was worth every penny. Save yourself the trouble. These are your guys. Fern Rudin-Moore

I contacted Ace Air repair as my Friedrich Wallmaster started to leak. They pretty much said that it sounds like my unit needed cleaning, but they'll have someone come over to check it out. Owner was really nice and gave me a quote to inspect my units.

I made an appointment for 4pm and the technician showed up at 4pm. The technician took a look and gave me an assessment letting me know that the units needed to be cleaned (since my units were almost 20 years old), so we scheduled a pick up time as they don't work weekends.

9am Monday. They called about 30 mins before pick up and 9am, they came and took my wallmasters (2 units). Tuesday, they called to assess the situation and told me they acid washed my units and ran it without any issues. Wednesday 9am (sharp) I have 2 working AC units again. These guys took about 15 mins to put everything in and my AC's look new.

Will use these guys again. Thank you!

Fantastic service, had a window unit I needed fitting bitter than was previously installed.

The guess we're prompt, very friendly, got straight to work and fitted the unit.

I'm very happy with the install, love that I can also open my window.

Great value, very happy.

I scheduled an appointment on a weekday afternoon, 5 days in advance.

On the day of appointment, I called at 12PM to ensure the appointment was still on, but was put on hold on the phone for 10 minutes, then got hung up;
I waited for the whole afternoon, but nobody showed up and got no phone call from them;
I called at 5PM, and was told that the technician was delayed from previous appointments, but would still come in the evening and their store opens until 9PM (while their web says 6PM); again no one showed up;
So I called again at 8PM, and the answering machine picked up.

End of my customer experience.