Total Air Care, Inc.

I understand the frustration that you are feeling You have a home warranty company Part of the sacrifices of having a warranty company is that is is not always immediate service like calling a local retail company You are making the sacrifice of the repairs taking longer to
have performed for saving money I do see that your credit was processed on 6/for the $ I know it does take 7-days for the credit card companies to process the credit We will follwith them to ensure it is completed I do apologize for the expedited service that you did not receive I am happy to know that your unit it up and cooling now

*** ***,
I apologize for the misunderstanding with the policies and procedures while dealing with the home warranty company. Your warranty company is supposed to contact you, explain your out of pocket expenses, and gain your approval. We never received approval
for months. We had to contact you several times as well as your home warranty company until we finally gained approval from you.
We ordered your coil. The day of the scheduled repairs, our technician received a defective coil from the manufacturer. He left a message explaining the situation and that another coil had been ordered. He should have continued to call until he talked to you. A message was not good enough in this situation
I am glad we returned and replaced your coil as soon as the new one arrived

I do apologize for the length of time refunded your credit card It is my understanding that we had some issues obtaining the information needed to refund the card We do not keep cards on file and needed this information I have confirmed with the processing company that it has been processed and returned to your account Again, I do apology for the less then perfect service that you received

Mrs***, I apologize for the lengthiness of the process. When we arrived initially the capacitor was found to be weak. We replaced it and restarted the unit. Upon restarting the unit all reading from the odf were correct. The amp draws and
temperature readings were all within specs. After we left and the motor had run for and extended period of time the bearings heated up and showed signs of failure. This did not show at the time of our intial visit. When we returned and diagnosed the motor bad, we found it is not a standard truck stock motor. One had to be matched up to it. We returned and installed the correct motor. I apologize for the delays experienced when processing through the wararnty system

We are not saying that it did not occur as a result of our work there We did not cut the wire or cause this to occur as a result of negligence Our offer still stands to provide a proper repair with a junction box per *** standards

Mr***, I can understand your frustration involved in this matter. Total Air Care, as a subcontractor for your warranty company, was sent a work order to work on
your home. We scheduled this call per our guidelines with your warranty company. This work order was not dispatched to TAC as an emergency call. This designation is per your warranty company and not per TAC. I do apologize for our technician running late for your initial visit, we try to repair all calls during our initial visit. Your compressor was not running during your initial visit. It was found detective. It is very hard to diagnose a unit further with a bad compressor. It is like trying to diagnose a car with a bad engine. We returned to and installed the compressor on 5/6/2015.TAC has no record of any communication regarding this residence until we received another work order on 6/12/2015. We returned the next day and could not find a reason for any malfunction. The refrigerant charge was correct. Amp draws were good. There was a water mark on the wall where the refrigerant lines travel through the wall. This occurred when the refrigerant lines rubbed against the wall and we believe the lines were not properly insulated. We notified your warranty company about this issue. They made the decision not to cover opening the walls and insulating the line. They stated that your policy does not cover access issues. We returned on 7/10/when we received the third work order. When we arrived we found the defective contactor. The contactor was replaced. This was our first visit to the home in which we found the unit iced up. IF this was the problem from the beginning it was a very sparatic issue. We could not have controlled nor did we cause this issue. We had no knowledge of the system freezing up until our final visit. Respectfully, *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
I do feel that it should not have taken over a month to solve the problemThat was a hardship on my husband and me, not only because it was hot, but because we both are senior citizens and have conditions that are exacerbated by heatAt one time during this "wait and see" back and forth, there were actually warnings for older folks to seek cooler areasIf you don't have any money, that is rather impossible, especially at night

Since our initial response your home warranty company reversed their decision and decided to cover your claim They ordered the condenser coil Your coil was factory ordered by them We checked out its arrival almost daily It did arrive in Jacksonville today as this was the closest city that your warranty company had an account in to obtain this coil It was been scheduled Again this delay was not in any way on our end We did not order this coil nor have a part in the original denial from your home warranty company or the manufacturer

TAC was contracted through Mr*** home warranty company We responded to a request through his home warranty company We found a bad thermostat wiring and some frayed low voltage wiring The thermostat was replaced and the unit returned to operation The low voltage
wiring was no more of a fire hazard then door bell wiring or lawn sprinkler wiring We returned to the home after receiving authorization from the home warranty company and reworked all low voltage connections.On 7/TAC returned to find the unit had a clogged drain line and some drain line fittings were leaking We explained to the home owner that we would return after obtaining authorization because the drain terminates into common drain line The home owner continued to run his unit while it was still leaking On 7/TAC called to get a technician out to rework the drain line to the common drain, per authorization The home refused as he stated he chose to replace his entire unit and had someone there right now

Often when there is a electrical issue inside your HVAC system it can cause multiple components to fail. Unfortunately the first part has has to be replaced in under to properly diagnose and find the second part defective also. This caused some of the delay in your
situation. When the compressor was determined failed there were certain procedures for authorization through your *** warranty company that delay the repairs, including determining Non-Covered Costs as well as approval from your warranty company. We updated you on 1/of the progress as well as scheduled you a return date of 1/27.The compressor was an aftermarket compressor that was fully compatible with your unit. The repairs were made on 1/27. Unfortunately something did not go correctly. When you contacted us on 1/and informed us that the system was no longer working we immediately stated we could get someone back out there. You insisted that we bring your original compressor back out. It had already been disposed of. We contacted your warranty company to inform them of this also. They stated "there was nothing we could do at this point" They also stated that the new compressor had a year parts warranty and that the labor and refrigerant fell under a warranty coverage policy with them also. We also followed up with you more times on the 28th offering to return to the *** at no charge to repair any issues and return your *** to good heating order.Unfortunately there is nothing more we can do here except once again extend our offer to return at no charge to correct any issue found on your system. You also have the option to have your warranty company send another vendor at no cost to you.Thank you

While I understand and empathize with your situation, all repairs made by TAC were authorize and approved repairs by your home warranty company We d stand behind our work as does your home warranty company Any work provided by TAC is warrantied through your home warranty company and with the second opinion continued through them Your contract is with your Home Warranty Company and ultimately all decisions on system replacements are made by them I am glad they chose to do this for you and your system is being replaced

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me When and how should I expect the refund?
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Mr ***, I received a request for service from your home warranty company that stated a/c leaking water, secondary damage present The appointment was set for a arrival time between 8-on 8/13/14. At approximately 11:am (as confirmed on your initial complaint,
I believe the pm was a typo) my technician called to inform your he was on his way. This was in the scheduled time frame. At this point he was told that you had to go to work. This was still in our scheduled time frame. We rescheduled for the following day. When we arrived, we noted the water marks on the ceiling in the bedroom and in the hallway. This was when we first arrived at your home. Our technician found a shorted transformer and tstat, possibly caused by the water leaking into the control panel. We replaced the transformer and the thermostat. We started the unit back up and could find no more issues. Unfortunately your unit failed again. We returned on 8/to find a bad fan relay. The fan relay was only working intermittently. This is why it was found during our initial visit. It happened to be working while we were there. My technician also noted that the drain pan was not level. He leveled it accordingly. Per your initial complaint, "*** went into the attic ...and tried to adjust the pan". This could have made the issue worse.In conclusion Total Air Care is not responsible for water damage to a ceiling that was already damaged before we arrived and made worse by the customer adjusting his own drain pan. Respectfully, *** *** *** Total Air Care, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. It has been finally taken care of - thanks for all your help. I doubt I would have been responded to without your
intervention.
Regards,
*** ***

MRS ***
I understand the frustration whenever your a/c unit breaks down, especially in the middle of the summer time. We originally arrived to your home on 7/to find a leak in your system. Our initially leak check could not pinpoint the leak. We
found several holes in the ductwork chewed by animals also. We returned on 8/after obtaining authorization from your warranty company and checking coverage. We pinpointed the leak to the accumulator. After obtaining authorization from your husband on the non-covered costs per your contract with your home warranty company. We proceeded with the repairs. We returned on 8/5. The refrigerant levels were still normal, but added leak seal as a precaution
On 8/9, we received a emergency work order from your home warranty company. We returned to your home the same day we received it We found no mechanical issues with the unit again. However this time, we did find a hole in the back of your return duct allowing garage air to be drawn into your unit This is not normally a covered item through your home warranty company Because of the situation we repaired this hole at no cost to you
I am glad we could get you cooling again and work through the coverage "holes" in your home warranty policy

Mr***, I can empathize with anyone being without A/C in Florida for any length of timeI researched your claim and I am happy to see that your compressor was installed the day after this complaint and has been cooling great sinceWe have attempted to follow up to ensure that you are satisfied
with the repair but have gotten no responseIt is unfortunate sometimes that when a call is run late in the day on a Friday it delays approval until after the weekend with your warranty companyUpon your warranty company opening back Monday morning we had approval from them, your approval for non covered charges and the part ordered within hoursThe part had to come straight from the manufacturerWe could not use generic parts due to the part itself being under warrantyI apologize again for the delays in the home warranty process but unfortunately we do have to abide by their procedures

I understand the frustration involved here It was reported to your warranty company that the unit had frozen up The unit leaked to to being frozen There was no secondary drain pan or float switch on your system to prevent water leakage These are aitems and
not part of the initial unit That is why your warranty company will not pay to install these items It was also reported that your unit was cooling at the time of our technicians visit He did recommend a leak check if it froze again There are other issues that could cause a unit to freeze up such as, but not limited to, a dirty filter We will gladly return to conduct a leak check if you would like

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me Mostly because they scheduled to come out & finally make the fix the next dayThe final person they sent was the most knowledgeable & helpful he had come severl times always said it was compressor.
Thanks you
Regards,
*** ***

Mr ***, As a consumer you have the right not to buy a product from any company You do not have to buy an "insurance policy" from a home warranty companyYou do not have to contract a company to replace a service valve or txv This is the beauty of capitalism At
the same time company's have the right not to use company supplied parts or supplies Companies have the right to to charge prices that they set while making repairs according to state and local code And as a consumer, you have a right not to buy the product Your home warranty company's policy with you clearly states that TAC has to warranty all repairs, including labor, parts, and materials(including refrigerant) It also states that they will only pay for $10/lbs of any refrigerant used, with the home owner paying for the remaining amount I respect your right to refuse service, but you also have no complaint with TAC, because you have not purchased the repair