Total Air Care, Inc.

It is a flat charge for electrical work needed.  If the unit could have been taken out of the box and plugged directly into the wall, there would have been no modifications, because the cords needed to be switched, these are considered modifications.

Mrs. [redacted], I understand how frustrating it must be without a/c in the summertime.   On your initial visit we replaced a failed capacitor.    Over a month later we returned to adjust the refrigerant charge, which we determined a few days later was caused by a defective...

TXV.   These two issues were unrelated(the capacitor and txv).   We are a subcontractor for your home warranty company.   We do not determine the priority of the service calls, your home warranty company does.   NONE of your calls we expedited by them or placed in emergency status.   They would have had to make that decision.    Furthermore, none of our advertised retail conditions applied to warranty customers.   Yes, we are proud of our 24/7/365 service, but that applies to full paying retail customers.   Your Txv has been ordered, we will obtain it and get it installed as quick as possible.   As for any refund of the $75 total that you have paid for your a/c so far that would have to be discussed with your warranty company.   They control your service fee rate per your contract with them.  [redacted] President Total Air Care, Inc.

Mrs. [redacted],  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.

Complaint: [redacted]
I am rejecting this response because: [redacted], I believe I received the call from you per my records at 8:29 and 8:30 stating that your technician was "on his way" to my location.  As I stated, he never showed up for service. With that said, I contacted another RELIABLE company and the problem was solved.  Sounds to me that your company needs tomlearn a little more about logistics before you continue to disappoint customers and end up where you probably belong. Thank you for the less than poor customer service.
Regards,
[redacted]

Ms [redacted],  I apologize the length of time involved in repairing your air conditioner.    Your home warranty company provided all equipment.   Whenever an insurance company of any sort is involved, the process gets delayed slightly.   When the equipment was delayed,...

TAC expedited the equipment themselves, bypassing your warranty company.   When we had issues installing your equipment, we provide you window units to try to keep your home as cool as possible.    I am glad to know you are up and cooling and wish you and your new system many years of cooling together

Complaint: [redacted]
I am rejecting this response because:Again, repairs were being made for a complete year for the same problem. Total Air Care never suggested replacing the system; however, as soon as the new company requested replacement, the home warranty company immediately accepted their suggestion. A new heat pump and air handler have been installed, and we only paid $450 out of pocket. Whereas I paid $600+ for just replacing freon after a coil leak repair. Furthermore, out of all the leaks that were repaired by Total Air Care, the new company found leaks on the inside and outside unit.
Regards,
Gia Kay

Ms. [redacted], In no way was there a deliberate attempt on the part of Total Air Care to defraud you or any other senior citizen.    On all visits to your home our technicians could not read the data plate on your unit.  We were able to obtain the information off of the compressor...

however to match to a new compressor of the same size.   This does not give us the condenser information though.   My technician used his best judgement to estimate the amount of refrigerant that would be needed.   We have to disclose the maximum amounts to the warranty company before work is to be performed.   It should have been adjusted down as the technician weighed the charge in during the compressor replacement.   Furthermore, it is impossible to tell the charge that is actually in the unit if refrigerant has actually leaked out without removing the remaining charge and weighing in.   Another point, if the refrigerant had leak out in 6 weeks, there is another leak in your system.   I do suggest you call your warranty company and get that resolved asap.   You still should be in your recall period.  You would be completely covered for all refrigerant charges still.In a good faith effort TAC will be mailing you a check for the 5 pounds in question.   We could not read the data plate on your unit and would rather make sure you understand in no way was there a deliberate attempt to defraud you.

I can understand feeling like you did not receive the service in which you paid.     I believe this issue is an issue of not understanding your home warranty policy.    Your home warranty company instructs its contractors to collect the service fee at arrival before any work is...

perform.   The warranty card that they mail its customers also clearly states that the service fee is due upon arrival to the servicing company.    Our company employs qualified and certified service techs.   Our technician made the proper analysis of your system.   Just because it was not covered does not mean it was incorrect.   The installing company came out and added a scoop damper to force more air into the section of the house that was staying warm.   This is not a mechanical failure to your air conditioning system.   This was a design issue in your duct work.   This design flaw was corrected with the scoop damper.   Furthermore, the duct work would have passed the Code inspection if the duct work was mechanical installed correctly.   The state does not inspect for proper design or ensure each room has proper air flow, just what duct work that is installed, is hung and fastened correctly.  Our findings were the same exact findings that the builder's company found.   They just phrased it in a way to take guilt off themselves.   They did not want to tell your that their design was poor.   If is was correct, and air flow was perfect to all parts of the home, a scoop damper would not have been needed.  The report from my technician on his finding were reported to your warranty company and they did indeed deny coverage as there was no mechanical failure to this unit.   I know that you disagree with the process and your home warranty company's decision, but unfortunately that is the decision they made on the basis of your contract with them.

Ms. [redacted],  Anytime an air conditioner breaks it is never a good time.   You have a home warranty company to control the costs of unexpected repairs.  Unfortunately the downside of having a warranty company is the procedures and processes involved in getting repairs done.  ...

 A home warranty company is basically an insurance company.   Insurance work is never instantaneous.  It is one of the trade-offs of avoiding extremely high repair bills. I am glad to see you have had your evaporator coil repaired.  I wish you many years of continued cooling.

I can empathize for what you have been going through.   You have the right through AHS to request a second opinion of the work that our company has performed.  I was not aware that they charge you another service fee for this.   In an effort to re-assure you that Total Air Care had made complete and reliable repairs, I would like to mail you a check for $75 so you can get you second opinion through AHS without having to pay for it.
[redacted]
President
Total Air Care, inc.

TAC performs work for home warranty companies.   We install parts we supply as well as in which the home warranty companies directly supply.   In the case we could not work with the parts supplied.  It is your home warranty company's policy for us to collect all fees up front.  ...

In this case, we never heard back from your warranty company that a different route was taken on replacement until 7/21.  The refund was processed and completed on 7/24. I apologize for the inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did receive a full refund from the company.
Regards,
[redacted]

We have responded twice to service calls at your home through your home warranty company.   Once in late 2014, and then again this July.   We found a bad breaker in your electrical panel.  Your warranty company was contacted and supposed to send an electrician to repair this.  ...

We have contacted them again on your behalf.   Please follow up with them to ensure that a electrician was dispatched to resolve this issue.

Mr [redacted], I can understand and empathize with your situation.    Your water heater was diagnosed on a Friday night after 7pm.    As per our agreement with your warranty company, our report was submitted from our office on the next business day.    This...

was May 4th.   Per your contract with your warranty company, there were fees that were not covered by your warranty company.   Until these fees are approved by the homeowner and they agree to pay for them, your warranty company will not release the order for the water heater.  On 5/6 we received acceptance and ordered the water heater.  On 5/8 the water heater had arrived and the permit was obtained from local authorities to complete the work.  The water heater was installed on 5/9.  I hope this information helps.

I do apologize for what you have gone through, but unfortunately there is nothing TAC can do about this issue.   This issue was denied for coverage  through your home warranty.   This was not our decision, it was theirs.    They will not cover to add scoop dampers.   They will not cover to add any components.   They cover to repair mechanical failures.   Unfortunately there was no mechanical failures at your home.   This was a design issue corrected by adding a scoop damper to deflect air in a different direction.  We are not trying to defect blame not not correct a covered issued by your warranty company.   If we made a repair not covered by your warranty company we would committing a dishonest act.   Just because a coverage denial was issued does not mean you are entitled to your service fee back.  Furthermore this is an issue for your warranty company to decide.  They have the power to refund you service fee, since the payment of it is dictated by them.

Total Air Care is responsible for the damage caused to your home.   We take full responsibility for it and will be hiring a contractor at no cost to you to repair the damaged items.   I also am glad to see that your system has been returned to its full capacity.   TAC will be...

providing you with the name of the contractor who will be contacting you to make repairs to the damaged areas.I apologize for the damage we caused, we will make that right with you.

Ms. [redacted],  I empathize with anyone who has air conditioning issues in the south.   Especially when the timing is against you.   Your unit failed during the first period of 90+ degree heat.   This creates our highest call volume into our office of the entire year...

as well as our busiest demand for service calls during this week. You have a home warranty policy.   We are contracted with them to make contact with you with 24 business hours and service within 72 business hours.  Both of these conditions were meet.   I apologize for the late hour of the first service call.   It was scheduled in our normal 4 hour windows of 4-8pm on Monday.   We run every call scheduled.    We repair every unit we can on the initial visit.   This causes some of our techs to run behind schedule from time.   Our tech notify the home owners when running behind.   I believe my tech did this.   He would have been out to your home on Monday, however you chose to reschedule because of the time.When you called the office and demanded service on Tuesday, my customer service rep, did what I think is the right thing.   I know you asked for a manager, but there was no need to involve the manager.  He gave you what you asked for and stacked your call on that day and the end of the day, just like you had demanded.   This explains completely the late arrival of that day.   Unfortunately the part needed for your unit was not one of the several hundred parts we carry on our truck, and had to be ordered.  The part was ordered on the 4th and we returned on the 6th and installed the part. I hope your unit continues to cool for years to come. [redacted]

Complaint: [redacted]
I am rejecting this response because: American home shield have ordered the parts and it is in on 8/4/16 all they have to do is go pick it up and call me to set up a time to come out.thats all is left to do it is to hot we are starting to get sick it has been two months I'm tired of being sick this just not write me and my family has suffered enough please please help us God knows what we need help 
Regards,
[redacted]

In your original complaint you has asked for a refund or for the previously paid money to be credited towards your future work.   I agreed with you at that time to credit the money paid towards future work.   After this we made several phone calls to discuss the ncc's and the future work.   On 8/3 we received a phone call from you stating that you were not going forward with the work.   My accounting dept has called and left messages three times to verify the information of file and the exact name to issue the refund to.A check will be issued and mailed to the name and address on this complaint.   I again apologize for the inconvenience we may have caused you.

While I do empathize with your situation, Total Air Care repairs failures found at the time of the visit.   When we returned to install the initial part the thermostat was not malfunctioning.    I apologized that it was not replaced at that time, but it was not showing errors.   We have since returned and replaced the thermostat.  You were not charged any additional charges for this.