ACI Northwest Inc

My Trane heat pump was icing up. Tech said the problem was a defrost board, and it would arrive in 2 weeks. 2 weeks later I got a call that they had gotten the part, but "didn't know where it was." A week after that, they found the part and came back out. It was the wrong part. Told me I was welcome to pay extra for express shipping for them to re-order, or wait another 2 wks. Correct board arrived, and installed. Within 24 hours the unit was icing up again. ACI said the issue was now a defrost sensor, and would have the part in 2 weeks. The day before my service appointment, they called me to say the part they had "ordered" was on MFG backorder and there was no ETA to fix my unit. I have repeatedly asked for calls from ACI management and even filed a BBB complaint without any response from the business. I have paid them $479 so far only to be left with a non-functioning unit at the end of their services. Holliday Heating came out last week, and my unit works since then.

Excellent! Issac, an ACI technician arrived on time and took care of the issue. The project entailed troubleshooting the issue and replacing a bad blower motor and a capacitor.

Terrible - Had multiple gas leaks, some of which lasted for months before found and fixed. Initial install was not to code, failed to call for inspection when installed as required and when finally inspected (8 months late) the work failed inspection multiple times.

Extremely well. Hats off to Cliff and his apprentices (Ethan and Jake) for their efforts to complete a major task in timely fashion with minimal interruption. Work was performed in a very methodical manner and double-checked to ensure compliance with the desired result. All areas were cleaned upon completion of the work done.

Much better than expected - some slight delays waiting for parts, but for the most part a timely process from start to finish. Would like to complement the installers (Eric and Chance) for their knowledge, problem-solving skills, positive attitude, work ethic, and overall attention to detail.

I am extremely satisfied with the employees, Cliff and Jake that provided this service. They arrived on time with all equipment necessary to complete the job. They were efficient, and knowledgeable. I have contacted ACI for previous electrical issues and will do so in the future. J. Durfee

I work for a big box hardware store and my job is to sell this company's service. This being stated, it would seem reasonable that ACI Northwest would have an even greater interest in making sure I am pleased with their work. They did not do this and were rude and dismissive at every point. This installation was done on Jan 31, 2019. I recommended my landlord get his water heater replaced through the store, who sub-contracts to ACI Northwest. I work in the plumbing department and know some things about how a heater is to be installed and right away things were going poorly. The installer Eddie couldn't figure out how to get the water out of the old water tank. So he loaded it up on a dolly and wheeled it out of the door weighing roughly 600lbs. He shattered our door's threshold plate when he hit it with the dolly. Then he dumped the hot water in our lawn and left debris from the old heater when he left. Normally the installer is supposed to put the earthquake straps ($40 per box) in first before the heater. They come in two sections and buckle closed with a bolt in the front. This allows installing the heater and having very tidy-looking straps tucked in out of sight behind the unit. Eddie didn't use earthquake straps, he used a couple lengths of galvanized steel pipe hangers ($5; $40 - $5 == $35 extra profit for ACI). He tacked them in above our lightswitch and above my washing machine and it looked terrible. He also did a sloppy job and gouged the walls and put extra holes as he fumbled to find a stud. There was a leaking valve that supplies the heater and I pointed this out. I said "you need to replace that--you can't just leave that, everything needs to be up to code." Eddie argued with me saying "it's probably just a loose nut, I'll just tighten it before I leave." This didn't solve the leak. When a valve is leaking its not a loose nut. The nut on the outside just holds the handle on, it doesn't regulate the function or seal of the valve mechanism itself. Sharkbite parts are plumbing pieces that just push unto copper pipes and hold using little metal teeth. THey are not rated for high pressure systems and I've been told by many plumbers that they end up failing over time compared to sweated copper pipes for this sort of application. Eddie didn't feel like dealing with this sweating on a copper pipe with the propane torch, so he used a sharkbite connector. I pointed out that I didn't want a sharkbite on there because I know they tend to fail. He argued with me and said "oh no, we use them all the time, its fine". The hardware store promises certain standards of installation quality and parts to be used to the customer. ACI Northwest did not live up to those standards and avoided using the parts called for to save costs and maximize profits. The less time Eddie has to be there doing things right, the more time he's got to zip around and do other half-assed jobs in the day. They were to replace both supply lines with new pipe work. Eddie insisted that the old supply line (and leaking valve) were good enough and that he didn't need to replace it. Water heaters are supposed to have a drain pan underneath them that catches any water that might accumulate in the event of a leak and then it is meant to be piped to a floor drain. When there is no floor drain and the heater's in a high traffic area where people will see it all the time (like our bathroom) it is sufficient to just plug the drain pan. Eddie didn't do this. He left the drain pan open and mashed into a space too small for it. He used the wrong size of drain pan. If the water heater were to leak the water would just go right onto the floor. Eddie also neglected to bleed the system or test anything when he finished the awful installation. Normally the water system is to be bled out at the bathtub. This is because there is usually no filter or screen in the tub spout and any debris or sediments will most easily go out there. At the time I wasn't aware of this and I tested the water at the kitchen sink. A great deal of air spurted out for several minutes and then the water came out white, cloudy and slowly. Debris had lodged in the faucet because Eddie didn't do his job right. It also turns out that Eddie is an electrician, not a plumber. This is part of the problem. In Washington state, it isn't 'required' that an installer be a licensed plumber. Also ACI Northwest did our installation illegally. I called the county inspector to come take a look at their work to create a laundry list of the things done wrong and the inspector said he couldn't come inspect because there was never a permit pulled for our home. This is another case of ACI's rank unprofessionalism and attempts to cut corners and save money. When my landlord inspected this, he was very unhappy. He is a retired builder and contractor and said he'd never seen such a half-assed job and that a high-school student could have done it better. They called ACI Northwest to complain. ACI's representative, Lisa said to them that their tenant (me) was likely overreacting. She claimed that Eddie was one of their best guys and always did fantastic work. She dismissed everything. They finally agreed to send a technician out that same night to have a look at our faucet that was running poorly. I was never given a time for when this would occur. I later called ACI to ask when their guy was coming. They didn't know and said they'd have him call me. Never got a call, but the guy showed up about 20 minutes later. This made planning our evening difficult. When the new technician got there, the first thing he did was tell me "No offense, but our guy did a good job." Essentially calling me a liar right away. He tapped our kitchen faucet with a screw driver a few times and then shrugged and said "ACI never touched your faucet, so we're not responsible. You'll have to figure this out." I said "the faucet's not working right because its got debris in it from your installer not bleeding the system." Technician guy said "I don't know what you're complaining about, you've got hot water, your water works. Besides, I heard your landlord is a plumber who works at the hardware store. he should be able to figure it out" I told him "no man, you don't understand. I work at the store. I'm not a plumber but my job is to sell your company's service to other people. Right now, I'm not wanting to do that because you guys have made things worse than before you arrived." "Oh yeah, well I had to leave my family's New Years Eve dinner to come deal with your problem and you don't hear me complaining, so you shouldn't be angry with me!" And that summarized ACI Northwest's attitude to customer service.

They showed up on time. It took a lot longer than expected by 1 full day. The HVAC workers were fairly compitant but it took them an extra day and they still failed the state inspection. The Electrician pass the state inspection but was rude and not professional. The work that he performed we kept having to tell him that was not how the bid was written up and to do it correctly. I will never have them back to our property again

Tracy arrived promptly and was very courteous. He explained all options available to us to correct the problems we were experiencing. We will definitely use ACI Northwest in the future.

My furnace was making a loud noise so I wanted it diagnosed and fixed. I called ACI and the repairman was here on time, actually early. Within seconds of hearing my furnace he knew what the problem was. He removed the front cover, wiggled the blower motor, and confirmed the problem. He went to his van to make a phone call for parts and gave me a repair estimate. He charged me my service call diagnosis fee, gave me a written repair estimate and all was good there. The problem... The work was going to be covered by my home warranty that I purchased when I bought my home. The home warranty company requires the repair estimate to be broken down so the cost of the labor is listed separately from the cost of the parts. ACI only provided me a total cost, without breaking it down to list labor and parts separately. I called the office to ask if they could break it down and even talked to the repairman. Neither were willing to do it so it was almost $60 down the drain for the diagnosis so I had to call another HVAC company. What seemed like a simple request apparently wasn't. I won't do business again with ACI.

Wonderfully

It went very well from start to finish. Excellent price. Excellent product. Excellent process. I had looked at several other companies. I looked at single stage, double stage and variable speed units. I talked with the electric company for their input. There was a lot of conflicting information out there. I spent weeks educating myself. Ultimately, Jason our sales rep answered all my questions in a way that earned my confidence in this company which was important as we were spending a lot of money on something that I originally knew very little about. Their office staff was great, but at least one call slipped through the cracks . Installation crew was very accommodating with our pets. They also gave us some good ideas on how to use the unit most effectively for our third floor bedrooms to receive the AC adequately. Plus a 1000 Electric company refund is forthcoming.

I have a maintenance agreement with them and they come and check on my furnace. They are excellent. I'm using them now.

I found ACI on the Lennox website as an authorized service provider for their gas fireplace.  When I called ACI the company stated that they serviced Lennox gas fireplaces.  I needed service because the blower fan was making a lot of noise.  The service technician, Dan, showed up and didn't even know how to open up the face plate panel of the fireplace.  After after 10 minutes he figured it out and then didn't know how to get past the internal panel.  He finally unscrewed it and looked inside, took out his phone and took a picture of the serial number and model number.  He then put the fire place panels back on.  He then said he would call me later that day to give me a price.  He never turned on the fireplace to hear the noise or anything else and then charged me $56.  He did not call back on Thursday.  I called on Friday and asked about it and was told he was still waiting to hear from the vendor and they would call me back on Friday.  The girl in the office called and asked if the repair tech had called me and I said he had not.  She said she would remind him.  He never called.  I called on Saturday and the business was closed.  I called on Monday and the girl said she would leave him a message.  He called later on Monday and said that it would cost $680.00 and that it would take 30 days for the part to be built from scratch.   <br>I called Lennox directly and they transferred me to a different company, Innovative Hearth Products, that purchase the fireplace division from Lennox.  Innovative Hearth Products told me that the part were readily available and I could get the blower fan for under $200 and it would be easy to install it myself or I could contact Tri State in Spokane for assistance.  They said that ACI was not an authorized service for the product.   <br> <br>

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They got there on time and were able to install the system in 1 day. <br /> <br />

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<p>Job was well-planned by the estimator and the guys showed up well-informed as to the layout and modifications that we needed. Estimate was competitive with other companies that we approached. Work was performed efficiently and only delay was a result of a part on the system which was incorrectly positioned by original installer and he to be re-ordered. Jim & Rob were punctual, professional and hard-working and didn't inconvenience us at all.</p> <br />

I called 3 AC repair companies. They all told me 24-48 hours and their after hours repair was expensive. When I called ACI she gave me their after hours charges which were the price of the other companies regular fees so I told her to schedule. The repairman was at my house within the hour and arrived so close to regular hours that he didn't charge me overtime fees. My air conditioner was up and running in no time. The only down side was the fact that it was a very inexpensive fuse that was replace and the charge was over $100 plus the service call. I was a little surprised but then again I don't think they are out of line with other companies. All in all I was very happy.