Ace Hardware Home Services- New Lebanon, OH/ Richmond, IN

Reviews

• JT

  joy turney

  Jul 5, 2026
  5.0
  This past week our AC went out on one of hottest nights. We Ace Home Services, on call number, Ray, technician responded. He came out and repaired the unit enough to get us through the night. It was also determined we needed a new HVAC system related to the age of existing one. The next morning, Mike, Comfort Advisor came out to explain options and unit purchased. Then the next day, technicians Steve, Xander, Travis, and Chris came to install the new system. All were professional, knowledgeable, and considerate. This company is highly recommended. We will use their services again. Dave and Joy Turney.
• EN

  Eric Norton

  Jul 3, 2026
  5.0
  Alec Hicks is a Rockstar. He was very courteous and respectful and did a great job fixing our cooling issue. Great job.
• JS

  John Schepers

  Jul 1, 2026
  5.0
  Allison here. We were very pleased with all the people from Ace. From problem detection, sales and unit installation. They were all friendly, professional, and very informative. They offered different options so we could make the best purchase for our budget. It was a very good experience working with Ace Hardware Home Services!
• KO

  Kathy Oler

  Jul 1, 2026
  5.0
  Ace came through during the hottest week of the year so far. I have an old system and needed refrigeration added. Nick told me the quickest way to get me some cool air into my house until I was able to replace my system. He was very personable and efficient. Would recommend to anyone.
• EL

  Erica Langley

  Jun 8, 2026
  1.0
  I don't normally leave negative reviews, but this experience was disappointing enough that I felt it was important to share. We were originally customers of Dick Hill & Son before the company was acquired. I want to start by saying that both technicians who came to our home were friendly and professional. We recently purchased a home and had the company perform a routine inspection and service on the air conditioner. Everything checked out fine, which was a relief. However, after the technician left, we noticed a loud rattling noise coming from the outdoor unit that had not been present before the service visit. I didn't immediately call because we weren't using the air conditioner much at the time due to cooler weather and were dealing with a flooded basement which understandably became the priority. Once we started using the unit more I called and explained that the rattling noise only appeared after their service visit. A second technician came out and while we spoke about his investigating, he leaned on the plastic top cover of the unit The rattling immediately stopped. He removed the black plastic cap/nameplate, explaining that it wasn't necessary, and the noise was completely gone. Given that the noise started after the first service call and was resolved by adjusting or removing that piece, I expected the company to stand behind its work. Instead, I was charged $218.49. Of that amount, $145.66 was for diagnosing the issue, and $72.83 was for contacting the manufacturer regarding the warranty on my less than one year old unit. At no point was I informed that I would be charged for that phone call. Had I known, I would have declined the service and handled the warranty inquiry myself. I was just informed he had called. What made the situation more frustrating was that the invoice simply listed a "custom job" charge, making it unclear what I was actually paying for. After speaking with the technician, I called the office to dispute the charges. I was told a manager would contact me, but I never received a return call. In all my years dealing with Dick Hill & Son, I never experienced anything like this. They stood behind their work, communicated clearly, and never charged me for obtaining warranty information. Whether these practices are common among larger corporate HVAC companies or not, customers should be informed of charges before they are incurred. I paid the bill, but only because I am not someone who handles confrontation well in the moment. That doesn't make the charges feel fair. I also paid this company for their home service subscription service and will not be using them again even though they are supposed to come out again. My issue is not with the technicians personally. My issue is with a company that charged me to address a problem that appeared immediately after their service visit, billed me for a warranty inquiry without my authorization, provided poor communication regarding the charges, and failed to follow up when I attempted to resolve the matter. If you're considering using this company, I would strongly recommend asking for detailed explanations of all potential charges in advance and getting authorization requirements in writing. Based on my experience, the costs can add up quickly, and the company does not appear willing to stand behind its work when questions arise.