Total Air Care, Inc.

Mr ***,
I can understand and empathize with your situation. We have determined that the
refrigerant leak is in your line set, in between your walls. We did not schedule attic installation jobs in the afternoon because of the heat. I believe that was the health concerns *** was trying to convey. As soon as access is made(which your home warranty company is not covering) we can make the necessary repairs. I can understand the concern with the length of time, but when dealing with any type of insurance claim there is certain procedures in which have to be followed
Please contact us as soon as access is made so we can complete the repairs
*** ***
President
Total Air Care, inc

Complaint: ***
I am rejecting this response because: business sent a canned/generic response and never attempted to contact me or address the issues I reported
Regards,
*** ***

I do apologize for the delay in the system getting authorization and ordering the parts for your system I am glad to see that the parts were installed and your system is back up and cooling with the new expansion valve. Please contact us again with any other concerns

Mrs***, I apologize for any stress or delay that was incurred by our company. The initial visit on 7/showed your unit was iced over and could not be worked on. The service fee was collected as per your agreement with your warranty company. We are directed to
collect all service fees at arrival, before any work is performed. We are collecting this money on behalf of your warranty company. We did have a truck failure on the 29th. There is no excuse as to why you were not contacted. This issue has been addressed. I can not apologize enough that. We did try to return to your home on 7/in the morning. We did not receive an answer on the phone number provided or a return phone call. The call was rescheduled for later that day. When we returned we repaired the leak found at the condenser.I hope that the rest of your summer days are filled with cool air.Respectfully, *** ***

Complaint: ***
I am rejecting this response because:This business has made no effort to reconcile money they were paid for not performing serviceThey state clearly they did not complete the contract but instead kept the service fee and allowed another business to do their workAir doctor arrived and completed in less than hours what this company failed to complete after multiple hours on hold waiting to schedule appointments, multiple visits to our home, and a no showI am not satisfied until this business pays air doctor the service fee for their timeI am concerned this company will make a habit of charging service fees and not completing work that was contracted so that other companies will have to clean up after them with no compensation
Regards,
*** ***

Mr***,I understand your situation, but I would like to correct some facts on this issue TAC did not cause damage to your home You purposefully and willingly ran your air conditioner in a degraded state that caused the damage to your home TAC can not be responsible
for that Since 5/17/17, you have cussed at, threatened, and demeaned several women in my office We still continued to try to solve your issue TAC's techs did not forge, change, or falsify any estimate or any other paperwork in any manner We do have 100+ complaint from home warranty customers who think they are entitled to everything and have to pay for nothing These complaint are over a year period In that same time we have processed over 130,work orders All Complaints were responded to and resolved You can not judge by a random number In the same period Apple received over complaints Would you stop buying iphones? As far a social media rating, TAC currently has a rating on Google with it trending upwards over the past months In fact your warranty company did not "throw in the towel." TAC had to fight and make continue phone calls convincing your warranty company to replace your unit Which we ended up doing TAC believes in customer satisfaction and quality service We continued serving you through your multiple threats and constantly reminding us your "wife was a attorney, prepare for a ***storm." We can not be responsible for the damage created by running your system when it was frozen up

Mr ***
I can ensure you that your beliefs could not be further from the truth. We are not just trying to band-aid your system threw a warranty period. We have no knowledge in what your intentions are with your home warranty company. A large number
of people renew their policy for years and years. There were no mechanical issues found at our last visit. It is hard to diagnose an issue that is not present at the time of our visit. The last visit to your home was on September 4th. We can not, per your agreement with your warranty company, just return to your home without a work order. The next step that must occur is for you to call your home warranty company, they will issue a recall work order, and we can return. We would be happy to service your system again and get it to top condition again
*** ***

Mrs***, I would first like to apologize for any lack of communication. We, because of the high outdoor temperatures across the area, have been experiencing a very high call volume. We arrived at your home on 6/11/and diagnosed a leaking indoor
coil. We obtained authorization to replace your coil per your contract with your home warranty. We returned on 6/19/to replace your coil. My technician noted that your system was running to manufacture specs at that time.Please feel free to contact us again if the system fails again.You may also contact us via email at [email protected] Very Respectful, *** ***

I do apologize for the misunderstanding. I have reviewed your account. I see that all required repairs were made with no additional charges to you besides the service fee dictated be paid by your home warranty company. This was clearly just a case of our employees
not clearly conveying the correct information to you. We have retrained all employees involved. I appreciate the opportunity that you gave us to get this right and apologize again for the trouble you experienced.*** *** President Total Air Care, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The response from the business owner doesn't address my main concern. My biggest issue is that I had an issue with service I received. I tired to call this business on the Monday following my service work which was the next business day. I couldn't get anyone to pick up on the phone, I tried calling the other # that was on the service order but it has been disconnected so I sent an email which never got responded to. I tried calling again on Wednesday...same thing happened so I filed my complaint with the Revdex.com and surprisingly the company called me. I told them I was concerned because I was told the drain line would be replaced and it would cost me $67. The drain line was not replaced and now they are telling me I have passed the window of time that I can dispute. Hello!!! How can I dispute a claim when they don't even answer the phone or reposnd to emails. I am so frustrated with this company right now. I will NEVER do business with them and I will never recommend them. I work in the property management industry and I refer a lot of companies and unfortunately for them they will not be one of them. I just want a refund of the $67 I paid for something to be replaced that was NOT replaced like I was told!!! 
Regards,
[redacted]

Mr. [redacted],  Thank you for bringing this to my attention.   The valve was broken and repaired by the service technician at your home.   This did not increase your payment in anyway.   My technician was onsite to replace a compressor.  The refrigerant was going to be...

replaced with the compressor as the old  refrigerant was contaminated.   This money should have been collected at arrival, before the compressor job was started as per your home warranty companies policy.   We do allow riders from time to time, I can assure you that every person who has been at your home has passed a background procedure approved by your home warranty company.   But that does not excuse any behavior that you have described.   Because our technicians are working away from our office, and at customers' homes, it is nearly impossible for us to know about behavior like this, unless a concerned customer tells us.   I can not convey how much I appreciate you bringing this to my attention.   This type of behavior is not tolerated at our company.   It will be addressed swiftly and permanently to ensure it does not occur again. I again can not express enough gratitude for bringing this to my attention.

[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 am still very concerned that this company is attempting to cheat the unwary about the amount of refrigerant they use, as well as their lack of competency in making repairs.  I believe, and have had that confirmed by professionals, that the local representatives' lack of skill and training led to the unit shorting out.  Either that, or possibly they did it on purpose in order to force a replacement with the attendant additional refrigerant they planned to charge me for.  However, at least I know to avoid them in the future, and it's apparent they won't back up their "service" and since they are way off in Florida, I see no reason to waste my time pursuing this any further.  I hope that the Revdex.com will monitor them closely for future shenanigans!I have reviewed the response made by the business in reference to complaint ID 11421942, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because this business is taking absolutely no responsibility for the issue at hand.  They are blaming my "design" and putting blame back onto my builders's company.  Bad service is bad service and any member of the upper management team would feel the exact same way if they were in my shoes.  There is no misunderstanding of my warranty.  It's very clear.  However, there are multiple complaints against this company for the same reason.  Therefore, I can see that there is a slim chance that this will be resolved.  Furthermore, if this issue were important to the company to be resolved, you'd think they'd pick up the phone and call me to resolve the issue.  I've definitely left multiple messages and sent multiple emails with my contact information.
Regards,
[redacted]

Mr [redacted],  I do empathize with your situation.    We take pride knowing that we perform every service call on our schedule the day it was scheduled.   We try to complete all repairs possible no matter how long it take that day.   With this philosophy in...

mind, we sometimes run late with our schedule.    Your call was attempted to be ran.   My techs notes from 5/2/16 state he tried to call your home twice that evening between 8:30pm and 8:40pm.   I pulled his cell phone records online to verify this.    The phone records do fall in line with the notes in his close out.I do hope that your system is back up and cooling,  [redacted]

There has been a frequent number of repairs done at your home through your home warranty company over the past 3 years.    All the repairs which you reference date back over this three year period.   As far as the improper repair completed no where on the invoice your are referring to...

does it state that epoxy and duct tape were used on this compressor.   Furthermore, we corrected the connection which was leaking, at no cost to you.   Furthermore, looking back through your records  you have never actually paid for refrigerant.   All refrigerant charges have always been covered or a concession made to you, either by TAC or by your home warranty company.   In April, when you needed a compressor, your warranty company and TAC came to an agreement in which we reduced the charges to you by 1/2.   You paid us by for 1/2 of the refrigerant, which in turn your warranty company wrote you a check for the other half.When you had this latest compressor fail, TAC made the recommendation to replace your entire system, rather then put another compressor in here and risk any future failures.   Your warranty company agreed.   We can not control which warranty plan you purchase and what your warranty company covers.  Unfortunately you did not purchase a plan that had a lot of coverage and therefore you were left with a lot of non-covered charges.   Your warranty company did not add correctly to start with and had your NCC's $500 higher then they actually were.  We immediately pointed this out to them.   We then reduced your NCC's by $900, not your warranty company, but TAC reduced then by $900.   Your warranty company offered another $200 reduction.   I understand this still was not satisfactory to you.We never refused to fix your unit.  We did not break your unit.   We never forced you to pay for refrigerant.  We never forced you to purchase a new unit.   I know your warranty company has offered you several times throughout this 3 year period a "cash in Lieu or repairs" option to has your unit repaired/replaced through a company of your choice.  You refuse each time.   We went above and beyond trying to please you and have been more then reasonable.    I do understand that your home warranty has since replaced your unit.    I wish you luck in the future.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because the company does not provide adequate service. The photographs that I have from April show my accumulator in the same condition it was in when it was diagnosed as needing to be replaced in June. Additionally, the diagnosis of simply replacing the accumulator was incorrect as my air conditioning system broke down immediately. Clearly there was a massive leak in the coils in the air handler in the attic, which David fixed 2 nights ago. Not a single tech went to check for a leak in the handler in the attic. Not once this entire time.  This breakdown (and the subsequent breakdown a few days later) could have been avoided had your company handled the original breakdown properly. I was told your company tries to save money by paying your technicians more to fix something than to replace it. I am making a formal request for your contract with [redacted] to include a listing of all agreed upon costs and fees. I do not dispute fees paid for actual services rendered. I fully understand that my warranty company does not cover 100% of the costs. I do dispute, however, payment for services and fees that do not fix the problem. Currently my air conditioner is operational. However, the air handler in the attic is on the verge of another breakdown as it is falling apart due to normal wear and tear. It is wholly covered in rust. I have pictures of that as well. An apology is not acceptable for the poor customer service. Your company needs to hire more employees to adequately handle the demand of those who are current customers and contracted with you. There is no excuse to never get a return phone call. At 7:45 when David was not at my house (window was from 4-8) I called the emergency line and left a message. The recording said I would get a call back within an hour.  I did not receive a call back. This is simply unacceptable. I have also left messages with your authorizations department and your parts department throughout the past few months. I got one return phone call. I understand extreme temperatures have increased your demand. First, demand was not high in April, and second, if you have increased demand, you need to have adequate and proper staffing.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  They did refund the money they charged for the breaker, but the problem was that the breaker never should have been removed in the first place.  We had no reason to need an electrician.  Their service technician even said, " maybe we can get the breaker we took out back from our truck and put it back in"  Then they changed their story that we had to completely rewire everything.   If they had done the work properly in the first place we would not have had the problems we had.  they did not send people to our home that were capable of doing the job.  Even after we showed them how our AC units were installed, they insisted that we needed to replace the breaker.  A master electrician told us that the work they did not only was not needed, but in fact could have cost us our home and our lives if the exposed wires they left had sparked.  We accepted the money as a refund, not because it was correcting their error but because we know it is all we can do with this company.  We wanted to put an end to this, but we still feel like we were overcharged and we know they did not do the work properly.  They just wanted to charge us more money.  egards,
[redacted]

We originally responded to your home through your home warranty company.  We arrived and found a leaking condenser coil.   This part was under manufacturer warranty with the company that made your condenser.   Repairs were authorized through your warranty company.  We returned,...

removed the coil and took it to the distributor to exchange for a new coil.   It was at this time we were told that the manufacturer would not honor the warranty because it was obvious that the leak was caused by an animal urinating on the coil.   We advised your warranty company, who in turn also denied your claim.   We returned and put your original leaking coil back into your unit. In no way is TAC responsible for your home warranty company and the manufacturer denying your claim because of failures caused by pet urine.   They both view this as not normal wear and tear.   I suggest that you bring this up with both of these entities as these decisions were not made by TAC.

Mr. [redacted] I apologize for the delay in your service.   Unfortunately when dealing with home warranty companies there is a process that has to followed before any visit can be made to a home.   We have to follow that process.    All supply house also do not carry...

gas parts, because of the region of the country we are in.   This means that gas parts generally are harder to procure and not as highly stocked as normal heat pump parts.   I again apologize for the delay and am glad that Robert could repair your gas service and get you up and heating.[redacted]

Customer Information:[redacted] [redacted]
Daytime Phone: [redacted]E-mail: [redacted]
Mr. [redacted],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 8 year veteran of the U.S Navy.   Two of my brothers have served, 2 of my brother-in-laws served, my daughter's husband served, my grandfather served, 5 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 false 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.  [redacted] Total Air Care, Inc. [redacted])