Total Air Care, Inc.

I can empathize with anyone's air conditioners malfunctioning in the summertime.    We arrived at your home cleared your drain line.  We made a return visit to clean your coils.  I understand there still may have been another issue that your warranty company sent another company...

to repair after TAC. The second company did not charge a service fee to you as this was a continuation through your warranty company.   This service fee is part of your contract with your warranty company.  It has to be collected as per your warranty company's policy.   If you desire a refund for this service fee I do suggest that you contact your warranty company.  They have the ability to refund the service fee per the warranty policy between you and them. I apologize for any inconvenience this may cause.

I empathize with the loss of cooling in the summertime.   I can also empathize with the delays in the repairs.   We are contracted through your home warranty company to provide repairs on your home.   We follow strict guidelines for scheduling and repairs.   All repairs made are...

kept in compliance with these guidelines.   We you may have experienced faster service and repairs with a retail non-warranty company, however this repair would have cost you hundreds of dollars more.    I am glad to see your air conditioner is working properly and cooling.

Total Air Care has no control of the charges that are not covered by your home warranty company.  These charges are per your contract with your warranty company.   Any disputes on these charges should be directed towards your home warranty company.  Total Air Care also did not order...

the parts for this job.  They were ordered by your home warranty company.  They controlled shipment and the time frame in which they arrived.

I apologize for not meeting your standards.   It is brilliant that your home warranty company has steps in place to handle these situations.   The second vendor out did not charge a service fee because it was a continuation of the service that was started with TAC.   At the point the service is transferred between vendors within your warranty company the service fee becomes a internal issue between your warranty company and its vendors, that is why you were not charged a service fee with them.  One service issue = one service fee no matter how many parts, companies, or trips are involved. I again apologize for what you consider lack of customer service.

AC window units was not recieved doing this extensive period of my family and I wait for service.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Mrs [redacted].Total Air Care understands how frustrating it can be without air conditioning in Florida during the summertime.   Unfortunately the delay was not under our control.     We arrived at your home on 6/25/15.   We were dispatched to your residence by your...

home warranty company.   We collected the service fee per your agreement with your home warranty company.    The fee is due at arrival, before any work is done, as defined in the contract.    Our technician diagnosed a bad variable speed blower motor and module.    The blower motor and module was ordered the next morning through the manufacturer.    Your unit is under a manufacture parts warranty.    The manufacture did not have the exact motor and module in stock in Jacksonville.     The manufacturer placed one one order.   They dictated which motor had to ordered to honor the warranty.   We followed up with the manufacturer several times inquiring as to the status.   We placed an inquiry on the morning of July 7th at 7:35 am.   The motor still had not arrived yet.    The manufacture tracked the order, they confirmed it should arrive that day.   Later that day we confirmed its arrival and scheduled the return visit to your home for July 9th.   Our technician arrived on July 9th, he removed your blower motor and module in order to process the warranty on your unit.   The manufacturer requested the original motor and module.   This was a manufacturer warranty parts exchange.   The old parts were needed for the manufacturer to release the new parts.   The technician returned and installed the new parts.Total Air Care did not delay service.   You parts were not sitting in a local warehouse the entire time.   I hope you enjoy the rest of the summer in a cool home.Respectfully, [redacted]  *   [redacted]
[redacted]  *  [redacted]  *  [redacted]
[redacted]   [redacted]   **   [redacted]

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, although I believe that the communication could have been better.  I don't believe the issue was the really a part issue, the technician fail to ensure the unit was cooling before leaving once he replaced the part.  After the wait for several days for someone else to come out, then we find out the real issue and the work was completed satisfactory. 
Regards,
[redacted]

This complaint has more to do with your home warranty company and the policy you have with them, then is does about TAC. We do not dictate the covered items in your policy.   That is between your warranty company and you.   We do not even know what they are going to cover until they...

read your policy notes and inform us of the charges that need to be directly charged to you.   You home warranty company had upgraded policies that cover more items, you chose not to purchase the upgrade.   Again TAC can not be blamed for this.  An appointment was set to have your system installed on 6/7.   You agreed to pay your non covered charges.   We arrived at your home.   You refused to pay only after we arrived with your new system.    We tried several times to explain your policy with your home warranty company to you only to be met with several curse words and phrases that should not be typed in this response.    We did nothing wrong and should not have been met with this verbal abuse.   This complaint was about your coverage with your warranty company not about TAC. You finally chose to take a "cash out" option with your warranty company.   This is another part of your policy with your home warranty company not with TAC.    This was all about money, not about any service provided by TAC.   It was about the gaps in coverage in your contract with your warranty company.   That is where any complaint should be lodged as the contract is between your home warranty company and you.

Complaint: [redacted]I am rejecting this response because:Again, your company never recommended to the home warranty company that the central air unit be repaired. TAC repeatedly repaired various items on the unit, refilled with freon several times, fixed leaks on coils (2) times and it was still leaking. I paid $600+ for freon refill after freon was let out to repair coils. Again, after coil repairs, there were still leaks. I'm getting tired of going back and forth; we are both saying the same thing on each response.
Regards,
[redacted]

Mr. [redacted], I understand that anytime an air conditioner fails in the summertime can be a troubling time.   We installed a compressor in October of 2104 into the residence you currently own.    This work was done for the previous owner under their warranty...

company.    You contacted us in June of this year as a claim with your warranty company( a different one in which the work was done for the prior owner) accusing Total Air Care of installing the incorrect compressor.   This created a lot of confusion for your warranty company as well us our company trying to sort out both owners and both warranty companies, as we had all parties involved in this.   Both warranty companies were given all technical information of your unit as well as the compressor.   All parties agreed that this compressor was suitable for your application.   The compressor was found to be defective.   Total Air Care, as well as the distributor, honored the one year parts warranty given to the prior owner.    The new compressor was installed.Total Air Care hopes that your comfort needs have been taken care of.Respectfully, [redacted]

On our last scheduled visit, my technician called when he was being dispatched to your home.   His close out indicates that he was told that you wanted to cancel and you were going to have someone else come out and fix the problem.   We also left messages the next 3 days trying to confirm that you no longer needed services  Because of the statement and the voicemails left with no return call we believed you had been transferred to another vendor, per your right, with your warranty company.  We would be more then happy to come back out if our service are still needed.

I understand your concern.   No electrical modification are covered under your home warranty company policy.   We do not know what unit your home warranty company is providing for replacement.   When we disclose all costs to you upfront before even scheduling you, we quoted a $275...

flat rate  for all electrical modifications.   This covered all electrical modifications needed, cords, whips, plugs, or breakers.   We modified your unit as needed at arrival.    You could have easily not agreed before scheduling, when the technician called when he was dispatched, or when he arrived.   At any point in time you had the option to not agree, take a cash out option from your warranty company and hire your own company.   After a job is completed it not the correct time to try to renegotiate a flat rate charge already agreed upon before the work even started

Company's second response below:From: [redacted]>Date: Wed, Feb 24, 2016 at 2:06 PMSubject: Complaint #[redacted]To: "[redacted]>This case was sent to arbitration, but the refund which the home owner requested was issued by check in the amount of $80.    This was processed on 02/22/2016.   The h/o should receive it with 3-5 business days via [redacted]  |   [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the business did not offer all of the facts.  They called me on 9/10 for service that day on a Saturday when I had already made plans.  I could not be pulled away from what I had already planned to make it into their schedule.  Some how that's my fault because they could not call me any other time even though they knew they had a back log.  After discussing the problem with the technician on the phone, I decided to try to correct the problem myself.  It appeared to work, but when they finally called me again on 9/12, the next time they could offer me service was 9/15, over a week after the call was first placed and six days AFTER they missed the first appointment without calling me.  The service is ridiculous.  I'm not asking for any sort of restitution, but I insist that this not be considered "settled" just because I did all the work.  
Regards,
[redacted]

Ms. [redacted]

I can...

empathize with what you have went through since our first visit on the 9th of July.    I understand the multiple visits is a nuisance and a inconvenience that no one wants to go through.   I can also understand you desire for a new unit.   Unfortunately, when dealing with a home warranty company, it is not our decision.   We are contracted to repair unit which are deemed repairable.    When a compressor fails, like in your case, it at times can not be determined what caused the compressor to fail until it has been replaced.    We can then address those problems also.    Also occasional when a compressor fails, it causes tiny pieces of materials to float around in the refrigerant system that cause restrictions.   This was also true in your case.   We have cleared all restrictions and have seen your unit has been running for over a week now.   I do believe we have cleaned everything out of your system now.

I again apologize for any inconvenience it may have cause you.

[redacted]
President
Total Air Care, Inc.

I again apologize that this issue did not go as smooth as possible.  I will use this experience as a training model to improve our internal systems and improve future customer's experiences

Ms [redacted]
I can understand your frustration with your situation.    Total Air Care does not dictate when to charge for refrigerant or not.  This is dictated by your policy with your home warranty company.    After the leak was found in the coil, we received...

approval from your warranty company to replace your system.   The disputed charges were again dictated by your warranty company's policy and agreement that you had with them.  They determined what charges they were not covering and had to be passed on to you.   It is their policy that they do not release the equipment until the home owner accepts the non-covered costs.    We do not try to collect before we arrive to replace the equipment, but you do have to accept the non-covered cost with your warranty company before they will ship us the equipment.   Your warranty company is supposed to call you and explain this to you as soon as the decision was made to replace the equipment.   We were waiting to hear from them the you accepted the non covered cost and to receive the information on the equipment shipment.    I understand how easily you could think we not communicating, however we  were in a holding pattern.
I hope your situation has been resolved with your warranty company
[redacted]

Mr [redacted]
I can not begin to explain what went wrong at your home.    As the business owner I am embarrassed what...

transpired.   I can assure you that the first technician no longer works for our company.   The second technician was rushed thru his "policy and procedure" training because of us having to replace the first technician in a very quick move, as a result of issues like you described.    As a company, we do not reuse refrigerant.   Whenever there is a leak, the refrigerant can become contaminated.   There is no effective way to test for this.   We do not reuse the refrigerant for this reason.   Because we have to warranty all repairs through the home warranty company with no exceptions, we can not complete a "no warranty repair" against contamination or a restriction.    This should have been explained better to you.  
For your troubles and our original misdiagnosis, I would like to offer to refund you $250.  
I again apologize for the miscommunication.
[redacted]

An A/C drain line will back up and overflow without proper and routine maintenance.   This maintenance should be performed at 6 month intervals as well as monthly bleach treatments by the homeowner.    The original issue was caused by a clogged drain line.  ...

This was what my technician originally found and cleared on the original visit.   After he cleared it, it ran until the next big sludge broke free from the drain line and clogged the drain line again.   This is not negligence on TAC, but lack of general maintenance over a number of years.   As for the outside warranty company that you called outside of your warranty company to make the second repairs. I suggest you contact your warranty company about these.   The contract is between you and them.   They will determine the reimbursements.