Ace Heating & Air Conditioning

I called Ace for a second opinion on a repair for a real estate transaction in Fernley. Due to some unforeseen delays with the purchase, we were on a tight schedule to close on time. I explained this to Nikki at Ace and she was so understanding, she worked her hardest to get someone to the house immediately. Not more than 20 mins later she called and said she could have a tech at the house THE SAME DAY!! Tim crawled underneath the house and found the issues and was able take pictures and quote a better price with added protection by installing an access door behind a cabinet in case future issues arise.

I will definitely use Ace for future repairs. Their honesty and response was very professional. I called several companies before choosing Ace and neither was willing/able to go until the following week due to Labor day weekend. I'm glad Nikki was able to save the day for me and my buyers. Thanks again guys, I look forward to working with you guys in the future.

I called at 4:15 on Friday. I worried I was going to have to go all weekend without ac with small children in the house. Nikki answered, she was really nice she wrote up the work order as I was in the phone. She told me she wasn't sure if we could get in today but she would try and call me back. 4 minutes later she called back and told me Tim the technician would be on his way soon and would call me when he's in route. 15 minutes later Tim called and let me know he was close. Tim was very friendly and professional, it didn't take him long to fix my AC and I have not had any problems with it since. Thanks Ace you are amazing I highly recommend you!

Tom was a very nice and caring man who came out on a Sunday 1hr after speaking to him on the phone to repair our AC!!! Caring and understanding about having children and wanted them to be in a cool home in the middle of summer...I would recommend him, especially in an emergency situation like ours!

I'm only giving Ace Heating and Air one star, because I can't give zero (or negative) stars.

This is my personal opinion and friendly post-consumer advice to other community members, based on recent experience:

Do NOT call Ace Heating and Air! Even if you are desperate.

When my AC went out on Monday afternoon, I called Ace because I had a good prior experience with them from a few years ago.

Ace scheduled me for Tuesday morning, as the first work order of the day, between 8am and 11am - sometimes jobs take longer, so I was okay with the window-style scheduling. I̲ ̲h̲a̲d̲ ̲t̲o̲ ̲t̲a̲k̲e̲ ̲T̲u̲e̲s̲d̲a̲y̲ ̲o̲f̲f̲ ̲f̲r̲o̲m̲ ̲w̲o̲r̲k̲ ̲t̲o̲ ̲b̲e̲ ̲a̲t̲ ̲h̲o̲m̲e̲ ̲f̲o̲r̲ ̲t̲h̲e̲ ̲a̲p̲p̲o̲i̲n̲t̲m̲e̲n̲t̲.̲

After 𝙕𝙀𝙍𝙊 contact, I finally called Ace a little after 11 am, to do the follow-up myself. The receptionist, Nikki was surprised at my call, and told me that she thought the tech was 𝙖𝙡𝙧𝙚𝙖𝙙𝙮 at my place! (𝙏𝙝𝙚𝙮 𝙙𝙤𝙣'𝙩 𝙠𝙣𝙤𝙬 𝙬𝙝𝙚𝙧𝙚 𝙮𝙤𝙪𝙧 𝙩𝙚𝙘𝙝𝙨 𝙖𝙧𝙚?!) She told me she would call him and find out what was going on, and then call me back - she didn't.

Finally, a little after three (𝘸𝘩𝘦𝘯 𝘐 𝘸𝘰𝘶𝘭𝘥 𝘩𝘢𝘷𝘦 𝘣𝘦𝘦𝘯 𝘨𝘦𝘵𝘵𝘪𝘯𝘨 𝘰𝘧𝘧 𝘸𝘰𝘳𝘬 𝘢𝘯𝘺𝘸𝘢𝘺), I called Ace back again - Nikki told me that she gave the tech the wrong phone number. I guess they forgot about 𝙚𝙫𝙚𝙧𝙮 modern phone having call ID?

Even with that - I get it, mistakes happen. So, even though Ace had the correct number t͟h͟e͟ ͟e͟n͟t͟i͟r͟e͟ ͟t͟i͟m͟e͟, 𝙖𝙣𝙙 I had called to follow up earlier in the day (thus giving them my number 𝙩𝙬𝙞𝙘𝙚), she still didn't call me back. When the techs (N͟O͟T͟ ͟t͟h͟e͟ ͟s͟a͟m͟e͟ ͟g͟u͟y͟ ͟f͟r͟o͟m͟ ͟m͟y͟ ͟p͟r͟i͟o͟r͟ ͟e͟x͟p͟e͟r͟i͟e͟n͟c͟e͟) finally showed, they didn't have the part needed, and said they would have to go into Reno on Wednesday morning to get the part, and be back out Wednesday evening. Also understandable, you can't warehouse everything in a small shop.

Ace couldn't get the part in Reno either, and said they would have it overnight shipped - no problem, I can understand that too. I explained the urgency, due to a hard deadline that will make us unavailable. Ace 𝙨𝙚𝙚𝙢𝙚𝙙 to understand, and said they would be out 𝗧𝗢𝗗𝗔𝗬 to fix it.

But, again - 𝗡𝗢 𝗦𝗛𝗢𝗪 and 𝗡𝗢 𝗖𝗔𝗟𝗟 today (Thursday). Leaving it to us (𝘢𝘨𝘢𝘪𝘯) to call them to do the follow-up.

I was at work, so my girlfriend called them because she was home (also giving them her number in the process), and instead of sitting around waiting, she wanted to know when they were finally going to show up; 𝗭𝗘𝗥𝗢 answers from Nikki - just yet another "what about tomorrow [Friday]?" And 𝗭𝗘𝗥𝗢 calls from the tech to check and make sure we'd be home whenever 𝙏𝙃𝙀𝙔 finally decided to show up).

After three days of 𝗡𝗢 follow-up calls, 𝘢𝘯𝘥 𝗡𝗢-𝗦𝗛𝗢𝗪𝗦 from them, in a sweltering house, up against a hard deadline - ya think we might be a little upset and adamant about having the work that had been 𝙨𝙘𝙝𝙚𝙙𝙪𝙡𝙚𝙙 on Tuesday morning, completed in a professional manner?

So, we called the tech again - and he f̲l̲a̲t̲ ̲o̲u̲t̲ told us that he is now refusing to come at all, because he is tired of being hollered at (hmm, trend there maybe?), and he added that he has plenty of business.

Duly noted. Ace Heating and Air have lost this customer, who called them out of loyalty to begin with.

So, I called Ultimate Air - while they still have the same logistical and workload problems, Shawn and Co. were 𝙈𝙐𝘾𝙃 more understanding, and 𝙈𝙐𝘾𝙃 more accommodating - aside from parts availability, he was ready to come out ASAP. Text messages, specifics on what photos of the unit he wanted (you know, so he knows what he is going to be working on 𝙗𝙚𝙛𝙤𝙧𝙚 showing up), 𝗿𝗲𝘁𝘂𝗿𝗻 𝗰𝗮𝗹𝗹𝘀...

If Shawn and UltimateAir keep going with this true 𝙋𝙍𝙊𝙁𝙀𝙎𝙎𝙄𝙊𝙉𝘼𝙇 level of customer service, that too will also be... duly noted.

They used to be my HVAC company till they tried to screw me over. They said I needed a whole new a/c unit in my yard for $3k. My handyman fixed it for $40 bucks. It just needed a new capacitor.
Bob from ACE would send me in to turn on the A/C unit in the house and turn off the breaker so he could say it was broken. Don't trust them at all.

If I could leave zero stars.... I would. Guy went to my grandmothers house to service her AC and broke it, didn’t fix it and proceeded to yell at her and tell her he was going to do nothing about it.

Didn't even show up for his appointment. No call or anything! Seriously would have liked a call or something. I would have been more understanding!

Second time we tried to use this company, there won't be a third.

Good guy excellent service.resonable prices