Ace Energy Reviews Summary

Customer Service

Pros:

• "Always quick to respond and to send written confirmation of appointments which allows us ease of notifying tenants."
• "The engineer arrived about 30 minutes early, which suited me, was helpful and clear in his diagnosis of the problem, and seems to have put things right within half an hour."
• "I love that you can book appointments online, attach pictures to your job in advance so they have the right parts on the van, and I LOVE how good the communication is about appointments."
• "Good communication from booking the appointment plus phoning us to confirm time and name of person carrying out the work."
• "The administrator was accommodating in finding a booking slot that worked around my working pattern."
• "Top notch customer service from Nicola & co in the office; easy to get hold of, answered all our questions, always got back to us very quickly."
• "The man I spoke to on the phone was helpful and efficient."

Cons:

• "Their communication is appalling with 2 x cancelled appointments without warning."
• "Very poor customer service, totally impersonal and just interested in taking your money…"
• "Nicola is particularly unhelpful and offensive."
• "Multiple rude telephone conversations with the ACE team shrugging off responsibility."
• "I called them out to look at a boiler problem and they did not turn up at the specified time and gained access to the property at a different time without contacting or notifying me."
• "Then the lady owner call me and said that they don't have any engineer for underfloor heating any more, and cant help me."
• "Boiler service booked weeks in advance thanks to their request was cancelled just before they are due to arrive as they no longer service the area."

Quality of Work

Pros:

• "Ace Energy electrician was fabulous. Courteous and professional more than efficient at solving the problem."
• "We have used Ace Energy many times and they consistently deliver a quick, professional, and reliable service."
• "I was very impressed by the professionalism of all the guys Liam and Levi on CH and Kyle who dealt with electrics."
• "The plumber was incredibly professional, efficient and friendly."
• "He was so efficient and professional, working solidly for four hours to locate the fault."
• "Ace were ace. They had an engineer with us within 2 hours of calling them and the boiler was working shortly after they arrived."
• "Ace have just completed installation of a new WorcesterBosch boiler. Liam, the engineer, was quite outstanding - friendly, very efficient & professional."

Cons:

• "We have been dealing with cold water and our heating cutting off for a number of weeks because of their poor workmanship."
• "Yet ACE continue to avoid rectifying the situation."
• "Unfortunately, the work intended could not be fully completed (likely because of a small but critical differences in the specs of the replacement part supplied & that needed)."
• "Their plumber left a disconnected waste pipe unattended for 20 minutes, leaving waste leaking through our ceiling and completely destroying our sofa."
• "They completed several jobs for us over the past year and on one occasion they sent an engineer to move a gas meter by several inches only to find that evening we could smell gas."
• "The company came to look and then asked Worcester Bosch to look. Worcester Bosch condemned the boiler as it had been installed illegally by this company."
• "When replacing a gas pipe, they installed a new one by simply placing it on the floor in a high traffic area."

Value for Money

Pros:

• "We needed a boiler replacement. I found Nicola and her team proactive and helpful with my queries and agreeing a price which was held."
• "We have worked with Ace Energy over many jobs and we have found them to be really good value, professional and knowledgeable local company."
• "Pricing is great and we'll continue to use them for all our plumbing and heating needs, highly recommended."
• "I felt the pricing was very reasonable."
• "They were competitively priced, punctual and provided an all round great service."
• "Proactive communications, extremely swift response, and I'd say very competitively priced."
• "They turn up when the say they will and do good work for a fair price."

Cons:

• "Ace Energy quoted to replace my boiler. They attended twice and I accepted their quote. My boiler had broken and I had a toddler at home. It was cold. Despite all this, the day before they cancelled on me for 'operational reasons'."
• "£84 for working 10 minutes, pumping some air into the drain. Absolutely scam! Stop robbing people!"
• "Some additional details turned out to be expensive for what they were."
• "I'm unsure where they get their figures from. I had a rough idea what the cost should be and I was quoted more than double compared to anywhere else."
• "Ace Energy are good but very expensive."
• "I had Ace to clear out my under floor heating system for the whole house in May 2022, 5 months later, I found issue with my heating system making noises, upon inspections, I found a slow leak on my main water in pipe."
• "Lastly I recently called to request that their specialist Honeywell Evohome engineer return to our property to fit a controller which he had recommended we should update to. After failing to book the appointment for two weeks and after initially saying he was available I was then told Nicola in the office that this engineer was fully booked until after January."