Total Air Care, Inc.

*** ***
I would like to first say that I empathize with the damage to your floors. Total Air Care was dispatched to your home to repair your air conditioning unit. The first technician found and repaired a leak on your unit. When we returned
we found another leak. It is not uncommon for a unit to have multiple leaks. The second leak, at times, can not be found until after the first leak is repaired. At other times does not appear until shortly after the first leak in repaired. This occurs because after the first leak in repaired and the system is fully charged again, the pressure in the system is now on the next weakest point in the system. Total Air Care strives to provide the best service possible on this first visit. I do understand hoe frustrating it can be when multiple visits are needed. In this case Total Air Care did not cause the damage to your house through neglect either directly or indirectly. It was not a result of any improper repair.
*** ***

All repairs were made in accordance with procedures established through your home warranty All repairs were warrantied through the home warranty company I encourage any issue revolving around repairs made through your warranty company be directed through your warranty company
If your system was replaced through them, these charges would have been considered at that time

Complaint: ***
TAC, Again, you are missing the point: the disagreement is not on the AMOUNT of the repairs to be completed, it is the SCOPE of repairs to be completedI accept TAC's offer to replace my TXV and fan motor, which are covered under warrantyI do NOT accept TAC's "policy" that all of my R-is somehow contaminated and needs to be replaced since a malfunctioning TXV cannot cause gas contamination in a closed systemYou have the equipment to reclaim the existing gas and replace it after the repairs are completed - it is a simple procedureAs for your comments regarding my home warrantyThank you, but the other portions of my warranty are immaterial in this situation as TAC has already received approval to perform the necessary repairsThe repairs noted above are covered 100% through warranty
Regards,
*** ***

Ms***, I do apologize for the issues you have encountered. With home warranty customers there are certain procedures that are involved that may slow the process down, just as it does with any form of insurance. The exposed wires that you mention are fan
directional wires, which are often connected this way. It is an industry wide practice. You are uncomfortable with it, so it was rerouted differently. We also had to factory order parts for for unit that are set to be installed today. I hope your a/c unit continues to run for years to come

We do take pride in doing the best job possible, the first time. I can not comment on the nature of the repair. I have questioned the technician, who does believe the issue was the tub spout. Total Air Care/Polar Plumbing does not determine coverage,
your warranty company does. We just report our findings. Polar Plumbing is a dba for Total Air Care. Checks can be collected with either name on them. With that being said I do not like dis-satisfied customers. I would like to refund your service fee of $100. If this is acceptable please let us know so we can process the refund
*** ***

Mr ***, We initially arrived and installed the manufactured direct parts that were defective Unfortunately, one of this parts went bad These parts were now under manufacturer warranty The had to be directly replaced with the exact parts ordered from the
manufacture under warranty This delayed the process I do see your unit has been repaired and is cooling I do empathize with the delay and hope your system remains cooling for years to come

Mr ***, Having no air conditioning in Florida during the summertime can be a taxing time. I can empathize with that. You were charged $during your initial visit as a service fee per your contract with your home warranty company. There was no power to the
condenser at this time. We advised your warranty company. They were going to send an electrician to the property before we could proceed. When we returned we found the compressor bad. We had to receive approval from your warranty company before we could proceed further. The authorization was obtained, we returned and installed the compressor. The evaporator coil was found extremely dirty also. This part was denied by your coverage with your warranty company, and could have caused the initial issue with the compressor. We could not proceed without the coil being cleaned. You were charge $for non-covered charges through your warranty company. Your warranty company called us back out saying your coil had been cleaned. We found a clogged txv. The txv was replaced. The coil is still dirty and still effecting the units operation. This could have been the cause of all failures with your unit, however your warranty company will not cover this through your contract with them, as they do not cover maintenance issues. I urge you to get this cleaned so it prevents further failures and you receive maximum cooling from your unit.*** ***President Total Air Care, Inc

Mrs ***
I can fully understand and empathize with your experience. It is never a good time for your a/c unit to break down, but especially in the summer time. Unfortunately, there are certain procedures and policies which must be followed when working with your
home warranty company I do wish we could have repaired your unit in a more rapid time frame then what occurred However, I am glad we repaired your air conditioning system

Complaint:***
I am rejecting this response because:First of all to *** *** the *** of Total Air Care that's great about your family history with the militaryI read your statement and I take offensive to it! You may honor the military but your people who work for you DONT! Your technician is a liar, the bypass switch to my A/C unit has never been modified what so ever so he lied about thatSecond the bypass switch was working fine until he removed the evaporator coil to check for the leakAfter he found it he replaced the coil back in and the bypass switch never work againThird he said once you guys replace the coil you will also take care of the switchFour *** and pay attention to this one I ask if you guys offer military discount which you say you do in your statement, well guess what *** your technician told me noFurthermore when I complained about the bypass switch working before you guys came to my house on the phone the *** was totally Ruid and said that she has to stand by the technician decision which is crazy because the switch was working fine before he even work on it, and I told her this but she didn't want to hear itAnd this is where I made the coments about treating the military disrespectfulSo I wasn't trying to bully anybody ***, so get your facts straight or get new employees who don't lie

I can empathize with your situation, however I do believe this complaint is more with the contract coverage that you signed with your home warranty company We have complied with all scheduling and repair procedures dictated by this contract We do not interpret contract coverage or
non-covered charges This is entirely on your home warranty company We do not determine recall time periods or recall coverage This is entirely on your home warranty company They have the ability to authorize repairs, not our company They have the ability to authorize the other company for repairs We do not have this ability I do urge you to contact your home warranty for a remedy as we do not hold the contract with you and they do They have the ability to work out contract disputes, we do not

Complaint: ***
I am rejecting this response because:The company is refusing to acknowledge their role in not responding to problem in a prompt, professional manner
Regards,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because:Regardless if the invoice doesn't say WHAT was used to install the compressor, it does state that the compressor was INSTALLED INCORRECTLY, and therefore the whole system was broken by unprofessional technician employed by this organization I was then, forced isn't the right word; OFFERED the chance to pay costs out of pocket to correct this organizations mistake! The fact that this organization never once made contact with us to discuss options that DID NOT involve money would reveal the true Standard Operating Procedure's of such Also, the buy out that was mentioned in previous communication was a joke, and this organization has nothing to do with that portion of the agreement between us and our warranty group To be honest, the finger pointing of this organization at others, when this organization PERFORMED THE WORK that broke my unit, shows what type of organization this is I would think that they would have a relationship with the manufacturer to the point where they could have at least leaned for a warranty fix on the compressor Once again, lack of efforts on this organizations part to fix a unit THEY BROKE, is the problem, regardless if warranty is involved or not! I had to take time off of work to arrange for others to come and do surveys and such, all caused by the UNQUALIFIED work of this organization My household was without air conditioning during the hottest months of the year IN Florida, due to this organizations lack of taking ownership for their mistakes, and lack of efforts to reach out to their partners for material help (IE compressor manufacturer), for failed equipment As a former Procurement Specialist of PLUMBING materials (Million a year in materials), I always had a relationship with my manufacturers in the case of situations such as these, and they always provided us with new products regardless if it was installed incorrectly, OR not! Once again, my family (school aged children) was without AC for the HOTTEST part of the year because of lack of action, and finger pointing (as evidenced by previous response) by this organization
Regards,
*** ***

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 understand that dealing with delays and processes can by frustrating at times Unfortunately when dealing home warranty companies there are processes and procedures that must be followed When factoring refrigerant costs we also have to factor the "worst case" situation and adjust
down when completing the work Once quoted we are not allowed to change a non-covered cost higher But we can adjust lower So the $could have very easily turned into $ As far as the double billing This is a new process that your warranty company has started They are now pre-collecting service fees, but not all of them My technician mis-read this This was easily straightened out with your warranty company and a check has been mailed from TAC to you for your service fee

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the response doesn't address the fact of the unacceptable lack of communication or the lack of time the technician took to look into the issue in the first placeI would hope that this type of procedure is not part of their policy The issue was not with my home warranty as they, when they received the request about replacing the part days after the technician came out, approved it within hoursIf the technician had put it in the same day the part would have been ordered soonerBUT the fact still remains they wouldn't have needed to be involved in the first place with the proper diagnosis of the motor being replaced as that is not a part that needs approval from the home warranty company.
Also there is no mention of any compensation for the unit we had to buy, because of the misdiagnosis, or the increase in out electric bill of $for the week we had to run the unit
Regards,
*** ***

We did replace your compressor in February of 2016. You were charged for the refrigerant that we put in your system. The refrigerant was weighed into the system. In August when we returned, your TXV was found bad, not your compressor. It is a different part
As far as your units not matching, that again is not correct information you were given. When your AHU was installed the metering device was replaced with a r-metering device. This made the ahu compatible with the condenser. With this being said, we did not install your AHU. We also do not interpret your policy with your home warranty They determine when service fees are due They determine when you have to pay for refrigerant These decisions are not our decisions to make

Total Air Care will not be reimbursing you for any expenses I suggest you ask your landlord to be reimbursed If they feel like they have a valid issue, I suggest they bring that issue up with their warranty company The lease is a contract between you and the landlord The home warranty contract is between the owner and the Home warranty company. Total Air Care caused no physical damage nor had no wrong doing here Your Landlord has a Home warranty for a reason It tremendously lowers repair costs One of the disadvantages is that sometimes slows processes down with procedures that need to be followed This is the case is any insurance type work that is performed

Ms***, We preformed work at one of your rental properties through your home warranty company One of the downfalls of a home warranty is there are certain processes that must be followed, therefore delaying service from time to time This includes the authorization
process, as well as the NCC approval process In your case, the NCC approval process was delayed while it was discussed between you and your warranty company. At any point in time if you did not agree with the charges not covered by your warranty company you could have asked for a second opinion or taken a cash-in-lieu of repairs and hired your own company to make repaired TAC does not pressure anyone into making repairs and makes sure all prices are discussed before any repairs are made

Unfortunately your unit was running low on refrigerant When the repair was made and the unit put under full load, the compressor failed The repairs have been authorized and will be made, with no additional charges