Ace Fireplaces - Kelowna

We had a terrible experience with Ace Plumbing. First, the plumber tried to charge us for an additional hour of service by making a “mistake” on the hand-written bill and did not apologize when I questioned him about the extra hour. Then when we had an issue I called the office and the receptionist had the owner/president, Brian, call me back. I had to wait over two hours for his call. He tried to intimidate me by shouting at me over the phone and calling me a liar. This is no way for the owner to act and I cannot believe they are still in business. TERRIBLE.

We hired Ace for an exploded outside hose bib. The technician was courteous and kept us informed. He explained to us that due to the location of the hose bib it would be a little more complex to re & re as he had to cut up into our ceiling of our basement to gain access. He worked continuously until the job was complete. I was extremely happy with how he was up front about all costs and that he kept us involved during each part of the repair. I would use Ace again for any plumbing or heating need.

We were very pleased with the assistance we had from Matt in his attempts to find us a gas fire table. With covid19, manufacturers had stopped production or gotten out of the business of fire tables altogether and we could not find what we were looking for. I am sure Matt thought we were very fussy but he kept on exploring options and responded with professionalism every time we had (many) questions on models we saw on line. He was very patient and most helpful. He is a tremendous asset to ACE Plumbing and Heating.

Patrick Roth with ACE Plumbing truly cares about the client. This was immediately evident when my husband and I went to see him about renovating our bathrooms. Patrick takes the time to explain and answered all our questions and even some we didn't know we had. The project went really well and we are more than happy with the outcome. We can only recommend Ace Plumbing and Patrick and we want to say "Thanks" again for a job well done! Monika Grimmer

Unbelievably bad customer service. I feel bad for the excellent technicians who are doing good and professional installations for Ace. Having built a custom home and spending over $30K on Hvac and plumbing requirements, everything went south when their project co-ordination team immediately became defensive when the initial faucets were in-correct for the Sink/Countertop combo. (Bad water flow location) We are talking about 8 bathroom faucets and two Kitchen faucets. Ace agreed to replace the bathroom faucets and offered me a few options. After picking one, we again were not quite happy to keep all 8, so we asked to have 4 returned and replaced those 4 others from another supplier. I was told by Ace to work directly with Aces supplier, who were great by the way, to arrange the return and credit. More time and energy on my part! I received a credit from the supplier direct to me for 1/3 of the price that I paid Ace (the other 2/3 is markup, labour?) .. When I asked Ace for the other portion of the total price I paid for the 4 faucets, they balked and shut down communication. So in the end, they are keeping the marked up portion of the my purchase without any explanation as to why they are justified to keep the 2/3 of the funds I paid them for the 4 faucets in question. If you Have to deal with Ace, DO NOT purchase anything from them that you think may have to be returned... for any reason. They will try everything in their power to NOT help you. Buy the faucets, etc. from a big box store where you can easily return product for any reason.. Ie: I don't like how it looks, how it works, etc.. If I could chose 0 stars I would, just because of the frustration they have caused me for something so small in relation to the amount of money I spent with them.

We used ACE Plumbing & Heating for some major plumbing leaks caused by Frost and the service was excellent. The plumber was courteous, efficient and neat. The work was done in a reasonable amount of time and at a very reasonable cost. I would have no problem recommending ACE for any plumbing or heating work you may require.

Ace works hard to have the best technicians in the industry! They are so committed to being the best they pay their technicians to attend after hours training courses so they stay updated and informed with the latest technology and products. All because they truly care about their customers! Any company who survives 43 years in business is the true testament they are doing it right! If you want the best products, competitive pricing and true satisfaction Ace Plumbing and Heating is your place!

Avoid Ace Fireplaces, there are plenty of other choices in Kelowna. They over charged me significantly! After 8 months of wrangling, they admitted to a mistake in their bill (though the amount they owned up to was much lower). I am still waiting to get the money back!