ACS — Local services in Jacksonville

15 days since 1st contact. Still no resolution. New contractor being assigned. Update: Company response leaves much to be desired, failing to address anything they could take accountability for.

Update 2:Tech has come and gone. He was rude and abrasive. Said we'll "start with replacing a drain hose and take it from there". To me, this says we may need more than 1 more appointment. I'm less than thrilled considering it took almost 2 weeks to get them out here the first time. Oh, and we have to disconnect the water line that runs from the dishwasher to the garbage disposal and pull the dishwasher out for them before they come back since the line is too short for them to pull the dishwasher out all the way. IMO, If the water line is insufficient, replace it! When I explained that I'm not a plumber, he snapped back that I didn't need to be and it only took loosening one connection and pulling the water line away, gesturing at the connector under the sink. Then pulled up a form on his phone stating that ACS was not responsible for installing/uninstalling the appliance. When I pointed out that the name was incorrect, he got even more snippy. Overall nothing but bad experiences with this company. Will update again if they ever actually complete the job.

TLDR: Excessive wait times, inconsistent/unreliable scheduling, rigid adherence to nonsensical time-wasting policies & very few technicians ACS's company's policies and timeline are a joke. They're contracted with LGE Alabama who has been assigned to fix my dishwasher per my home warranty company. (Not sure why there's a middle man between the home warranty company and the actual company fixing my dishwasher, but extra steps are the name of the game here.)

First contact 11/1. I was told I would need 2 appointments to resolve my issue since the serial number was not present and they would need to come out assess my dishwasher and determine model number to know what parts were needed. Completely understandable! I asked for a timeline and I was told they would schedule me "when they had enough people to plot a repair route in my area". Really?? I was told this would be scheduled by Tuesday 11/5. Tuesday no callback. Wednesday 11/6, I called again. This time, I was first told that I would be scheduled when the parts came in. Um, no? You don't even know the model number? After explaining AGAIN, I was told they would schedule me for the following day 11/7. Perfectly fine. Later, I receive a call back to confirm my appointment on Friday the 8th. Thursday the 7th was an error and a tech would be coming on Friday 11/8 (today). A full week after my first contact, but okay.

Now it's Friday the 8th. I get a call claiming that the tech that was supposed to come has been injured on a previous job and they'll need to reschedule. Not right then, mind you, but when they have another route planned near me, hopefully early next week. They'll call me back. What?? I am very sympathetic to their injured tech, but do they really not have anyone at all to cover? Poor business practice.

Then when I asked for a realistic timeline, I was told that AFTER the initial assessment, it would be 3-5 business days to get approved for the parts, another 3-5 business days for the parts to come in and only then would they start scheduling my next appointment, which could be a week+ out from that. So, it will be 3-4 WEEKS end to end before I have a working dishwasher. Most of that time is spent sitting on their hands waiting rather than anticipating timelines and scheduling out appropriately to minimize wait times. Inefficiency, thy name is ACS.

I did eventually speak with a CSR that was pleasant and assured me that the wait times I was quoted are inaccurate and it would not be a month before I had a working dishwasher. I will, of course, update my review as the situation progresses. Who knows, maybe they'll surprise me and earn back a star or two. So far, I'm not...

This is by far the worst customer experience by any company I have ever had to deal with! Lack of communication is WORST! The CSR's aren't provided any correct information, they order parts without ever seeing your appliance, the technicians are clueless on what's actually going on before they arrive at your home, they don't have the right parts to fix anything, there is no supervisor you can speak with, etc. Purchased a new Samsung Over the Range Microwave from Lowe's in Nov. 2024. By Nov. 24th, 2024, it stopped working. I called Samsung for warranty repair and they referred me to ACS and said they would call me to schedule the repair. ACS called me the next day (Nov. 25th) and said they would need to order the parts before they could schedule the appointment for the technician to come out. I was told the parts would be in to them in 10 days. I'm not sure how they knew which parts to order since no one inspected the microwave before ordering! ACS called me on 12/3/24 to say they had received the parts and could schedule the repair for 12/17/24. A technician shows up on 12/17/24 and doesn't have the right parts to fix it. (IMAGINE THAT!!!!) He insists that it will be better if he then TAKES our new microwave with him to the shop so it can be repaired there. Once he had the actual parts needed, he could repair it at the shop and then schedule the repair to bring it back to us. We didn't see how we had any other options at this point. On 12/30/24, I called for an update and was told that the parts still hadn't arrived and they couldn't give me an update. So I called Samsung to update them and see what other options I had. Samsung told me that since ACS had taken the microwave and had already ordered the parts, that we had to wait for them, but did also tell me that the tracking information for the part showed that it was supposed to arrive on 12/31/24. On 12/31/24 I called ACS to find out when we would be scheduled for our microwave to be returned to us. They said they couldn't get us in until 1/22/25. That's ANOTHER 3 weeks without a microwave after already going Thanksgiving and Christmas without it! Again, I don't really have a choice because ACS is holding the microwave hostage at their shop. On 1/6/25, I received a call from ACS that they could bump us up to 1/17/25 for our next appointment. I agreed and my husband took another day off work. 1/17/25, the tech shows up this morning WITHOUT THE MICROWAVE!!!!!!!!!! And has NO idea what's going on. He calls the office and they said there was some miscommunication and he's there to pick up the power cord. UMMMM.... we don't have a power cord or the microwave, ACS DOES!!!!! He then tells my husband that there has been a mistake and since he's now on his way to Arkansas, he can't go back to OKC to pick it up and we would have to reschedule AGAIN! I called and finally got ahold of one of the CSR's, she immediately went to escalate my call and I waited patiently on hold with her for over 10 minutes waiting for someone to help us. That person she was waiting on never came to the phone, instead she was messaging the CSR that I was on the phone with and said that they are HOPING they can get us back on the schedule for early next week. But they can't tell me when I should even expect the call to schedule the appointment, much less on when the actual appointment to bring my microwave back will actually be! We will have to schedule yet more time away from work and hope this microwave works IF they ever actually bring it back. This is...

My experience with ACS has not been the best. I bought a LG 65" tv on Black Friday of 2023. About 2 months ago the TV brightness started going extremely dim and wouldn't go back to normal unless I turned the TV off and waited for a while. It has become much worse since then and will flicker between dark and normal more often. I NEVER KNOW when it will occur but it is occurring more frequently. I filed a complaint to LG and they had the repair service schedule an appointment with me and "order parts." I say "order parts" because they showed up with nothing to actually fix the display. I do not remember the person's name who came to my place. He stayed for maybe 35 minutes. He was nice. Of course my TV display decided to not mess up while they were there. He said he took the back off of the TV and adjusted the picture cables. He said having video proof of the issue occurring would be much better. 2 days later after their visit, the issue occurred again and I was finally able to capture a video of the screen going crazy. I reached out and let them know I have a video of it and they said they don't accept video evidence and that it has to be seen by the technician's eye while they are at my place. Again, let me state that I DO NOT KNOW when this will happen. I guess I should've made him stay at my place for 12 hours until something happened so he could see it with his own eyes since they don't accept videos.

I was also told that I had to confirm that I was okay with being charged $218 if they come back out a second time and do not see the issue occurring. Of course that is not okay as that is almost half of what I paid for my TV not even a year ago. I told them the technician told me to have a video for the next time and they still told me there was nothing they could do with the video. I then proceeded to go back to LG support and tell them what was going on. They said since I have video evidence of the issue happening after the date of the repair service, that I should and would not get charged that $218 fee. I go back to ACS and let them know and they said the fee is their policy and not a policy with LG. It's absolutely ridiculous because I would not be calling to get my TV fixed for no reason. I'm fed up with LG as well not just ACS. LG canceled the repair request and is working on finding a new technician due to not being able to bypass the $218 fee in the off chance that my tv decides to not act up while they are here. This has been ongoing for almost three weeks and I haven't been able to watch TV on my brand new TV because of the dimming issue. I am going to try uploading the video to this review since they won't accept it for proof of an...