By: Joshua Shear, Publisher, Verde Valley Source
As a resident of the Verde Valley and an advocate for consumer protection, I believe in holding service providers accountable. When we hire licensed contractors, we expect them to do the job right and stand behind their work when things go wrong. My recent personal experience with ACE Home Services, however, has left my family dealing with severe water damage and serves as a vital cautionary tale for local homeowners.
Here is the documented timeline of my experience:
March 2024: I hired ACE Home Services for a leak repair and they sold me a water heater replacement, paying over $2,600. Following their installation, a persistent leak was left at the tee connection above the unit, meaning the original thing I called them for remained an issue and was not corrected.
The Flood: After trying to get the defective workmanship addressed, I called the company back out to finally fix the leak. During this follow-up, the situation catastrophically escalated, resulting in a massive flood inside our home.
The Promises Made: Desperate for a resolution, I got the boss on the phone. During that conversation, the boss was highly accommodating, assuring me that ACE would "repair everything" to make it right. At their direct recommendation, a flood remediation company was dispatched to assess the area.
The Reversal: The remediation company discovered significant moisture trapped within our walls as a direct result of the flood. Once the true scope of the water damage was confirmed, ACE Home Services completely reversed course. They officially declined to submit the property damage claim through their commercial liability insurance, refusing to cover the consequential damage caused by their work.
Because of this defective workmanship and the company's subsequent refusal to honor their verbal commitment, my family is now bearing the brunt of this disaster. My disabled wife, our son, our rescue dog, and our three cats are currently forced to navigate living in a home compromised by severe water intrusion.
Under Arizona law, truth and documented facts are the ultimate defense. I am sharing my lived experience so that other homeowners in our community can make informed decisions. A company is only as reputable as how it handles its mistakes. Smiling on the phone and making verbal promises to fix an issue means nothing if the company refuses to utilize its insurance to cover the actual property damage left behind.
My advice to fellow Verde Valley homeowners:
Get Every Promise in Writing: A verbal commitment from an owner to "repair everything" will not hold up when a remediation company presents a massive bill. Demand written authorization for all consequential damage.
Know Your Rights: Familiarize yourself with the Arizona Registrar of Contractors (ROC). Understand that you have the right to file formal complaints and pursue claims against a contractor's surety bond if their negligence causes property damage.
Protect Your Home: Thoroughly vet who you allow to service your property. Based on my experience, I strongly advise homeowners to seek out contractors who unequivocally stand behind their work and carry the integrity to fix their mistakes without leaving the customer financially stranded.
We deserve better from the businesses operating in our community. Protect your family, know your rights, and hold your contractors accountable.