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Regular hours are Monday to Friday, 8:00AM TO 4:30PM
If, after checking your furnace or air conditioner, you are still experiencing difficulties, you should call our office at the number closest to your home address: EAST 837-8381 or WEST 591-3581 to arrange for a service call. Please identify yourself as a ACE plan preferred client. Arrangements will be made to have a service technician visit your home.
AFTER hours and Holidays (you will need a touch tone telephone)
If you do not have a touch-tone telephone a Bell telephone operator may be able to put the call through for you. If you should require service after hours, call one of the numbers above. Your call will be routed to our answering service. If you have heat and are able to make it until the next day, inform the answering service that you would like a dispatcher to call you the next morning. Make sure you give the answering service your daytime telephone number, as well as your home telephone number and street address. One of our dispatchers will contact you to arrange an appointment.
If you do not have heat, the answering service will page the service technician to call you back. If the service technician is already on a call or enroute to a call he/she will call you back as soon as possible. When the service technician contacts you, please make sure you inform him/her that you are a ACE plan preferred customer.
As a ACE plan member, the parts and labour portion of the service call are included at no additional cost within the terms and conditions of the agreement. However, if we send a service technician to your home after hours on a statutory holiday, you will be responsible for a service surcharge (the difference between a regular working hour call and an after-hour call). Depending on the plan coverage you have chosen this surcharge rate will be set by current market conditions, and the service technician will advise you before proceeding with a call.
Winter
If you do not have heat and the temperature is below freezing, we consider this an emergency and will respond as soon as possible after your call. We have service technicians on call 24 hours a day, 7 days a week. If you are experiencing problems but have heat, we will schedule the service call for the next working day.
Summer
If your air conditioner is not working properly and a member of your family who lives in your home has a medical condition, such as asthma or a respiratory illness, we consider this a medical emergency and will respond as soon as possible. If there is no medical emergency we will respond to you by the following business day. As a ACE preferred customer, you will receive priority service, and we will reschedule other service calls to make time available for you.
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