ACS Absolute Comfort Heating and Cooling

Our AC compressor went out 2 weeks ago. ...we called our "Home Warranty " American Home Shield . It takes 3 days to receive a call at 4pm saying the only time available is the next day 8-10. Everyone in my house has to work. ...can see us the day after tomorrow but can't give a time. Technician shows up. ....confirm the compressor is out.....mind you it blew ALL FREON OUT.....and tells me I have no leaks?? Says coils are bad, but will only replace the compressor. Takes another hot week to finally show up. ...charging $675 for freon....never checks for leaks in coils once work is done..." that's not our job, we here just to install part"......AND when invoice for service repair and receipt of payment requested, can't provide. ....will be emailed Monday! Service guys not speaking clear English and barely communicate! We shall see if it is fixed!!!!! Not happy with service, only used them because of AHS and like most people. ...don't have the $6000 to put out at once for total replacement!

I was surprised to see some of the negative reviews. I have shopped around and have been bent over by Abacus, ARS and other so called Houston name brand AC companies so I gave ACS a chance. I have used ACS for the last 3 years because my 9 year old system needs something different to fix about every year. In the past ACS has replaced my coil, computer board and capacitor. As of late I have had to replace my blower motor. That part alone could have cost me close to a $1,000 but ACS caught the part under warranty and saved me BIG TIME. These guys are honest and professional and I recommend them. I don't use a home warranty. I have not had a good experience with that sort of coverage. They use cheap replacement parts and service. Most of the whiners on here are getting hosed by their coverage and blaming ACS and that is NOT COOL pun intended.

Fantastic staff and polite technicians.

I have been having A/C cooling issues for 3 years every 6 months or so. My house was built 2007. Every company that American Home Sheild has sent out will refill a few pounds of freon and they are on their way. I have to pay American Home Shield $100 each time. I also have to pay most of the freon placed as AHS only pays $10 a lbs.

This summer (May 2016) the a/c was not cooling again. AHS sent out ACS Absolute Comfort. They refilled with some freon. It only helped for 4 weeks. In June 2016, I called in another work order. ACS was sent out again. They told me I had a leak in the coil and needed a new coil for the air handler in the attic. However, this part is now obsolete. They were going to have to return in 18 days with a "rebuilt" coil from the manufacture in another state. In the mean time, my new born of 3 weeks and the rest of family would have to endure the June heat in Houston. So Patricia from ACS offered us a great deal a new air handler system by the next day.

Juan and his partner came out today, changed out my old air handler (which apparently was poorly installed from the beginning according to the technician) and replaced it with a new one. They explained what they were doing, they were very polite, clean and did the work quickly.

Patricia has also been very polite on the phone and helpful. She calls me back with all my many questions. She even registered the new air handler with the manufacturing company since this will insure that I have the manufactures warranty for 10 years.

ACS really came through for my new growing family and me. I recommend this A/C business.

Mike and the crew are knowledgeable and care about their customers. They are responsive and maintain their equipment and comfort of their clients very well. They will explain the issues and the solutions to them and provide the options necessary to fix them. We are very appreciative of their timeliness during these typical hot Houston times.

Came out today via AHS having had problems with A/C TEX. Carlos run through all the prior history of the other contractor, quickly diagnosed and fixed the problem. No charge as I'd already paid my co-pay to the other contractor and was within the 90 day limit. Carlos explained everything to me in detail, had me walk the house with him so he could show me what the other contractor had done and overall provided excellent customer service. Would recommend.

Initial inspection technician was good and found source of AC problem. Compressor needed replacement due to wiring corroding. No complications.

American Home Shield only pays $10/lb for freon, but ACS charged $50, so I would have to pay $40/lb out of pocket. (If you check wholesale R-410A, it's only $8/lb... But that's another story). My system says it need 12lb. ACS said I needed 15lb due to long pipes...

When they sent another tech to replace compressor and recharge system with freon, he went to charge the system without weighing how much freon he was putting in and was going to charge me the full 15lb. He was using an old almost empty canister. The moment I asked him to weight the canister, he instantly said he is done dealing with me and packed up to quit the job and leave. I barely even talked to him by this point. After calling the ACS office and demanding that it's normal to weigh the freon canisters before and after the recharge, he came back and finished the install as if nothing happened. Of course he had a scale to measure canister and of course grabbed a new full canister from his trick. The final weight used was only 13lb.

TL;DR: He was trying to undercharge my AC system with the bare minimum freon but charge me the full $600. Scammer. Threw a tantrum and tried the quit the job when I asked him to actually measure the amount of freon he was using.

Carlos from ACS was awesome. We have a zoned system which, due to overload, was locked up. We could not get the air or the furnace to work. He reset the system and now they both work perfectly. He said it may have been the power surge we recently had when our power went on and off a few times, it could have damaged the control panel but suggested that we should just wait and see if this was a one off. He explained that we have options if it continues to happen, one cheap, one expensive. He did not try to sell us something we don't currently need. He was very professional and pleasant, we had a great conversation with him! I would have no hesitation in calling ACS in the future!

(Through American Home Shield) Their Tech failed to charge my unit with Freon after replacing a part and then caused thousands of dollars of damage to my home after the unit froze up. I've been battling ACS for over 2 years now attempting to recover my losses but they just constantly give you the run around and excuses; even with the BBB as a third party.

When we first had the issue they wouldn't even take my calls/email anymore and just ignored me. Then magically after they changed management and fired some people they want to try and clear their record on the BBB and won't pay for the damages; and tell me that since their 90 day 'Warranty' (on the part mind you) is up that the damage aren't covered; granted you can't even detect water damage for weeks, or even months, in this situation. (I believe 98 days had past) So they're so 'out to screw their customers' they won't even let 8 days slide to cover the costs of damages to my home. So they care about their own money more than they care about you as a customer and your home.

DO NOT LET THEM IN YOUR HOUSE!

This company provides poor customer service and has an awful policy regarding customer's availability. After telling the customer to be at home from 9-1 on a workday, this technician will only come to your home if you answer the phone. I had someone at my home from 9-1 and since I did not answer the phone, the appointment was automatically cancelled. Given I was at work and in a meeting with my supervisor, I could not answer my phone. Given I was never told that someone would call me, I was unaware of this policy. Remember, I had someone at the home from 9-1 as instructed - no one came to the door and knocked at all. As a matter of fact, the technician did not come to the house at all. The customer service representative told me the manager would called but he never did. I inquired at least three times about the manager calling...nothing. The customer service representative lacks professionalism as well and desperately needs retraining. I have a question about this policy... is there any empirical evidence to implement a policy which asks for customers to be at home and then, does not send the technician to the home? I am completely dumbfounded about this horrible experience. I would advise to use another company that actually delivers on customer service excellence. This company lacks in all areas of customer service excellence.
F= Active listening
F= Problem solving
F = Always Go the Extra Mile in Anticipating Customers’ Needs
F= Never Take Customers for Granted

We were set for an appointment today from 3-5 pm. Tech arrived at 2 and left at 2:58. It took 16 calls and over an hour to get the technician to come back per the scheduled time. When he arrived he took the cover off, looked at the unit for 3 minutes, said the motor was bad and left. We had another tech scheduled for yesterday but our warranty company stated we had to go with them. Suffice to say, I will be contacting them to find another company. Just sad, and poor business ethics on ACS's behalf.