Total Air Care, Inc.

Complaint: ***
I am rejecting this response because:Let's address your claim "We have been out to your residence on multiple occasions to the condo since the fan motor was replaced with multiple technicians." That is completely falseWe both know thatWe had one person here since it was installed by the 2nd guy who came outThree totalIf you're going to try to make a point at least get your facts straight.Back to the reason why this complaint even existsI think you missed the entire point of thisAccording to your last message via the Revdex.com, "The unit was disabled to prevent damage to the compressor." Your tech did not tell us thatHe told us it was still on and working, but they needed to order a new partHe not once mentioned it being turned off until another part was to come inThe next few days the only thing your customer service team could say is that they didn't have any notes from the tech and didn't know why it wasn't workingGiven the fact we had no estimated time it was to be fixed and it being almost degrees in our home with a month (who was not to be in those conditions per our pediatrician), we had to endure costs to remove ourselves from what our pediatrician described an unsafe situation.I'm aware that "I am not the homeowner I am not the property manager I am the tenant of the home.", but fortunately for them there were not the ones that had to suffer through the heat and frustration of your team not being able to provide an reason answer as to what was going onI don't need to be the homeowner or the property manager to be the person financially impacted by your wrongdoingAs per our original request, we are asking to be reimbursed, even partially, for those costs we endured during the time our AC was turned off without our knowledge and zero communication regarding why and when it would be fixed.
Regards,
*** ***

Mrs***, I know that being without air conditioning is a nightmare. When dealing with a home warranty there are certain procedures that have to be followed. There is no contract or agreement between Total Air Care and yourself. The contract
is between your home warranty company and yourself. On our initial visit we gave you an estimated non-covered cost. This cost is not determined by Total Air Care. It is determined by your home warranty contract and the contract with them. They tell us the non-covered items when we call to gain approval to complete them job. They are the party that determined the fees due by you, not Total Air Care. The parts ordered were the wrong size, and I apologize for that item. Most all compressors are not under size limitations. Your compressor happened to be one of these. When the part is ordered by either Total Air Care or your home warranty company we use standard replacement compressors. The space limitation was overlooked and for that we have to take blame. The situation has been corrected. Your compressor was installed. I hope the rest of your summer is an enjoyable cool one.Respectfully, *** ***

Ms***, I hope this post find your home cooling great at this time. I believe your txv replacement went well. The $service fee is collected on behalf of your warranty company. We do not set this cost. It is not according to any agreement that is in place with our company. This is per your agreement with your warranty company. Total Air Care is collecting this on behalf of the warranty company, so they do not have to bill you for this. I strongly suggest you contact them on this matter to discuss, as they have all control of this matter.Respectfully, *** ***

Dear Sir, Contrary to what you are portraying you have not paid TAC for any repairs You paid $service fee, or deductible This is due at arrival per your contract with your home warranty company This includes the diagnostic service on the unit, etc. You seem to be disagreeing on a quoted amount for repairs TO BE COMPLETED, which have NOT been made yet This is your right as a consumer You have other rights under your contract with your warranty company You can request a second opinion on our findings You can ask them for a cash- in - lieu of repairs and hire your own company to make repairs These options are between you and the warranty company TAC can not be involved in these. It is unfair of you to try to bully a company with a complaint because you do not like prices of work that has not even been started yet This is why we ask for agreement before we start work It is also not fair to try to blame this on TAC, when the real matter is that you are unhappy with your warranty contract that does not cover 100% of the repairs financially

We were called out to your home at the requested time and date on the morning of 1/13/16. We were called out on a diagnostic call, not a "free unit replacement estimate". Our service technician
diagnosed the failure of the unit. It was at this time the a system replacement quote was also requested. My technician made those notes in our system that you declined repairs at this time but were interested I n system pricing. Due to the cold weather our sales dept was a little backed up at this point. At 8:on the morning of the 21st your *** called asking for a refund, because you had decided to replace your unit through another company. We explained that the diagnostic work was performed, and no refund could be given. He stated he understood. If the desire for a"fee estimate" for a system replacement was the real intent from the start, no service call would have been scheduled. Instead a sales call would have been scheduled. We explain when scheduling of the $diagnostic fee. No complaint was given then either. Due to these facts, no refund will be given.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me, but enough that I accept it. We are still unhappy with the quality of the work provided by this company and the difficulty we had trying to get in touch with them, but we asked that the $be reimbursed to us and it was.
Regards,
*** *** ***

Ms***,Total Air Care makes proper repairs to known failures on your Air Conditioning system. We can not replace parts that are rusted and not found leaking. This is per both of our agreements with your warranty company. The warranty company make the final determination on all replacements of systems. This is completely out of Total Air Care's hands. The coil needed repairs after the accumulator was replaced was very unfortunate, but per your warranty companies agreement this was done at no charge. I again apologize for the lack of customer service, and we will continue to strive to meet your expectations.*** ***

MrGalberd, I apologize for the damage that occurred to your home during our repair work. Total Air Care appreciates you helping to facilitate the ceiling repairs. The delay in the payment was in the invoice we received from the drywall company. The invoice
submitted to TAC did not include on it that is was paid. We contacted the drywall company and finally received a copy of a invoice marked paid. Your check has been released and mailed. I again apologize for the the issues we have caused you. Respectfully, *** *** President Total Air Care, Inc

Dear *** ***,
Thank you for your response in reference to a claim of water damage to the ceiling of the bedroom and hall in my homeThe original complaints was that the AC was coming on and off & was shutting off very hard (running rough), not getting to the desired temperature that was set before cutting off and the system had started leaking, a little on the ceiling in the hallway and the ceiling in the guest bedroomBefore the initial technician came, I went in the attic to see if I could see where the leak was coming from, I didn’t see anything at this time
I reject your response based on the following facts:
You are correct that an initial appointment was made and was rescheduled because of a work conflict on my partThe air conditioner was turned off to mitigate the current issueThere was a small circumference of water damage in the hall and in the bedroom at the time of the arrival of the first technicianAdditionally, you are correct, as noted in the paperwork left by the technician, about the transformer and the thermostat being replacedWhen the first technician left, I had to make the assumption that all the issues I called the warranty company about were correctedI left the house at approximately 12:pm to go to work and turned the thermostat up to degreesThe house would not be extremely hot but would also keep the house fairly cool unit until *** came home from work
*** came home from work at approximately hours and turned the thermostat down to cool the temperature of the houseA short time later, she advised me that the A/C was still exhibiting the same symptoms of the original complaint; the AC was coming on and turning off a very short time later without getting the house to the desired temperatureShe took a nap after speaking with me and when she woke up, she heard dripping soundsTrying to determine what the issue was, she observed water pouring from the smoke detector and literally dripping from the ceiling in the bedroomShe noticed the large amount of water damage to the ceiling in the bedroom and an additional portion of damage where the water was coming from the smoke detector areaShe put buckets in the area for the leaking ceiling to not cause additional damage to the carpetsOnce again, the system was turned off to mitigate further damage then what was already done
When I came home from work, *** is sitting in the house with manual fans on in the house because she had to turn the AC off againI went in the attic where the ceiling had been pouring water to see if I could see the issue of why the AC was leaking again when it was supposedly fixedIt was at this time that I recovered a silver cup, which looked like a measuring cup, under the unit where the leak was dripping fromThis cup was placed there by your technician and obviously the drain pan was not leveled after he leftWhen I came home from work, the water damage had already occurredEither way, it is extremely unprofessional for the technician to put a cup under the unit and not fix the issuePlease address that issue because that represents the workmanship for your organizationIn addition, this cup was shown to the second technician that was sent to the home to repair the issue from the first technicianIf the issue was not corrected, the system would continue to leak water on the ceiling, which it didWith me looking at the AC in the attic, I was looking again to see if I could physically see where the water was coming from; this time I didI removed the silver pot and put a larger pan in its place to catch the water that was further causing the water damage and we called the warranty company back to report the issueThe pan that I put in place was small adjustment to correct the part that YOUR technician put in placeThe silver pan that I put in the place of the silver cup or the attempt to readjust the piece did not cause the damageThe fact that you are insinuating that the attempt I made to mitigate the issue was somehow the cause of the issue is absurd
Furthermore, the second technician further corrected the issues that were first reported to *** *** *** (***)He was shown the damage and the silver cupFinally, He did not come and correct issues from secondary damage caused as you are putting in your statement
The large amount of damage to the ceiling in the bedroom, the water damage around the smoke detector is secondary damage that was done before I came home and was a direct cause by the technician not correcting the issue when he initially came to the home and that’s irrefutable

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 understand that being with hot water can be an inconvenience Your service fee of $is due upon arrival per your warranty company This is their policy per your policy with them If you think your require a refund for your service fee, you should contact your warranty
company. As far as the permit fee, this was paid directly to TAC This is non-refundable once the permit is pulled Our permitting fees with the city are higher then the amount paid to us Our fees are not refundable when we had to cancel the permit, so we can not refund This is why permitting fee are collected upfront, before the permit is pulled

Mr, ***, I am completely astonished right now. You have complained to the Revdex.com like we are trying to steal your money or overcharge you. You had no idea the over payment had even occurred. You have a home warranty. My technician had
overcharged you as he confused which warranty company you were with. OUR invoicing deptcaught this error and informed you of it. The error was on my technician, however our company had to protect ourselves also. We have issued refunds to customers in the past who ended up placing a stop payment on their original check also...thus making money on us repairing their system. Because there are people like this in the world, we have to wait typically two weeks after the check is deposited to issue a refund. If you had paid by cash or credit card, the refund would have been made the same day.Your refund has been issued in the amount of $by #on June 3rd. Again, If we were trying to over-charge you and not refund the money, why would we have called you and reported what was done by mistake?

Customer Information:*** *** *** *** *** ** *** * ** ***
Daytime Phone: ***E-mail: ***
Mr***,I have read your complaint and can empathize with your situation. I have reviewed all documents and have discussed this issue this all involved employees. The Technician when repairing your unit found that the drain line safety switch had been bypassed at a prior time due to malfunction instead of replacing it. He was restoring your unit to 100% operational use, instead of just putting it back to the way we found it. We notified your home warranty company about the defective switch in an attempt to have them cover the replacement. Your home warranty company made the decision not to cover it. It was not our decision for you to pay for the float switch, but your warranty company's decision. As for your accusations about our stance on the military, I find them extremely offensive and ridiculous. I personally am a year veteran of the U.S Navy. Two of my brothers have served, of my brother-in-laws served, my daughter's husband served, my grandfather served, of my uncles served. Of these people in my family, we have served in WWI, WWII, The Korean conflict, The Vietnam War, The first Gulf War, and the War of Terror in the Navy, Army, Marines, and Active duty National Guard. For my retail (non-home warranty) customers I offer a 15% military discount. Before making statements like you did, you really should know your facts. I very rarely address a customer like this, however, I do not stand for people abusing their military presence. It is an HONOR to serve. It should not be used to bully companies with blind statements and accusations. *** *** *** Total Air Care, Inc*** ** ** *** ***)

Complaint: ***
I am rejecting this response because: No reasonable person would levy a charge of nearly $to loosen screws, swap wire connections, and re-tighten screwsThis is outrageous gouging
Regards,
*** ***

I apologize for the delay in repairs at your home There were no model and serial numbers available to order directly from the manufacturer Your Fan blade was matched to specs and ordered in The original date for the return visit we were told that the blade had arrived, but
when we arrived to obtain it it had not arrived When the tech tried to match one on Saturday locally, he could not find one close enough You should have received a phone call I am glad to see you are back cooling again

I apologize for the tardiness of our on September 9th We were still experiencing an backlog of call that were delayed due to the rains and flooding that were the result of Hurricaine Hermaine This is not your problem, and should have been contacted during your scheduled time We
did contact you to get you serviced on the 10th in the morning and were told you would not be available until between 4-pm We agreed to service during those hours We were contacted back and told to contact you wanted to reschedule on Monday When my office contacted you on Monday we were told that service were no longer needed I again apologize we did not arrived during our scheduled time during your originally scheduled appointment time

TAC aims to achieve total satisfaction on every visit, no matter where the client is generated from In this case we had a system that was partial frozen and wet due to rain that day An electronic leak check would not have been able to be performed on a partially frozen unit We
returned on 7/to perform the leak check and add refrigerant to your system We hope that it continues to provide cooling throughout this summer

Ms***, I understand the frustration that can occur when your air conditioning system is not cooling properly. We are contracted by your home warranty company to provide repairs as they direct per your contract with them. We advise them on all findings and they
determine coverage and a plan of action. It is never our decision on when to replace a system nor on what charges you may be responsible for. This is all determined by your warranty company per your contract.I have reviewed your history at your home and see David was very thorough and repaired your system on his last visit to your satisfaction. I apologize for the long hold times due to the extreme temperatures outside. In the future you may also contact us at [email protected] Very Respectfully, *** ***

Ms ***, I can agree that you received less then perfect service from my company I apologize for this With this being said we can not be responsible for your damages at your home We responded within your contract guideline with your policy with your home warranty
company Your warranty company did not classify your original call as expedited, it was a priority call Before our first attempted response, you in fact emailed our dispatch dept Please see below for the entire body of your email: "I have an almost new A/C system that is now leaking and has saturated my wood floors and walls!!! I need help!" The damage was already done at that point, which was more then hours prior to us working on your system TAC is not liable for any damages at your home. We are liable, however, for the late appointments and rescheduling of your service calls Therefore we will be refunding your $service fee Please allow up to days to receive the refund

Mr ***,
Poor customer service is never acceptable. After reading your complaint, I feel this is exactly what you received. Good communication is the key to solving problems. I feel we did not communicate with you as we should. This was
a manufacturer only part which did have to be ordered in. Your home warranty did complete this call through another vender. We did transfer our motor order as to not slow the repair
I will be issuing a refund for your service fee in the amount of $paid to us. Please accept my apologies for the poor service. It will be addressed.
*** ***
President
Total Air Care, Inc