Total Air Care, Inc.

The
appointment scheduled was well within scheduling guidelines set forth
by your home warranty company.   I do understand that it is not quick
enough all the time, however when dealing with a home warranty the
homeowner makes certain sacrifices per your contract with...

them.    While
you gain tremendous savings on repairs, you do sacrifice the immediate
service that is provided by a retail company.    This one repair would
have easily cost more then the contract amount with your home warranty
company if you had gone through a retail company, instead it cost you
the cost of your service fee only.   I do apologize for the inconvenience in which you have experienced.    Occasionally an a/c unit has intermittent issues, which may require multiple visits.   This was the case at your home.   I have seen that your home is back cooling at this time.   I do hope that it remains cooling for many years without any further problems.

Although we make very attempt to make speedy repairs through your home warranty system, there is a process that we must go through.  This process sometimes does make the process a little harder and longer.   As far as charging your card without your knowledge, that could not be farther...

then the truth.  TAC keeps no one's credit card on file.  When we arrived with the incorrect compressor that the parts house had given us, the credit card was given to our technician then.  The card was run before we started any work that day.   It was then determined that is was the incorrect compressor.   We arrived the next day after exchanging the compressor and installed the replacement.  Since the card was run the day before when you had given it to us, there were no charges associated with this visit.Contract terms ands service fees are dictated by your warranty company.   If you are unhappy because you are paying for refrigerant, that is an issue between your warranty company and yourself.

Mr [redacted] I understand the frustration that one can occur when their air conditioning system fails.   I have reviewed the history involved with your above address.     We installed a system for the previous home owner through their home warranty company in...

10/2012.   We did not supply this equipment, the home warranty company did.   The labor warranty of this installed is controlled by the home warranty company not Total Air Care.   Typically, however,  the labor warranty period for a retail system through Total Air Care is 12 months.    We next responded to a service call in which you placed at your home 19 months later in 5/2014.    We repaired a refrigerant leak and recharged the system.     We responded 3 days later to a call  back and replaced a capacitor.   There was no charge for this service call.   The first technician should have found the weak capacitor.    That was within our warranty period of 30 days on labor for repairs made.   Our next visit was 13 months later in 6/2015.     This was 12 months out of our labor warranty period.    We made necessary repairs.   I hope this helps clarify our warranty periods.Very Respectfully, [redacted]

You are not the home owner.  You are not the property manager.   You are the tenant of the home.  We arrived and assessed a issue at this home.   Another company had installed the incorrect fan motor on the unit.   We left and had the correct motor ordered.   The...

unit was disabled to prevent damage to the compressor.  All information on the length of time of repairs was conveyed to your property owner and property manager. We returned three days later and replaced the outdoor fan motor.   This was all within guidelines of the home warranty policy that the actually owners of this property purchased.    Since the service was purchase by the home owner, and not you, you have no valid right to ask for a refund or reimbursement of any sort.   I suggest you contact your property manager for these matters.

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. 
Regards,
[redacted]

Being without air conditioning is never a good time.   We were dispatched to your home through your home warranty company.  When parts are needed, there are certain steps that have to been to taken and followed.  This sometime slows these processes down.   When your compressor...

was replaced the service valves started leaking and also were replaced.   This additional work was done at no additional cost.   We are glad your air conditioning system is up and running at this time.

Mr [redacted], I have read and understand your complaint.   I would like to set the record straight on some of the information contained in this complaint.    The replacement motor and complete repair is deemed an approved repair from your warranty company.  We do not make any...

repairs that are not approved.    This repair is still deemed an equivalent repair by your warranty company.   As of the moment of responding to this complaint, I have had several conversations with your warranty company revolving around your home.   They have not directed us to replace this motor yet.    We make repairs according to their interpretation of the policy between you and them.   Your warranty company, contrary to what has been relayed to you, has not warrantied or approved the replacement of your motor with an OEM motor.I urge you to continue to talk to your warranty company.  We work for them and work as directed by them within your contract.   It is not our decision to make.

Mr. [redacted], I do understand that an air conditioning unit not functioning properly in June can be a very frustrating time.  We arrived on the afternoon of Thursday June 18th to find your condensing coils extremely bent over, blocking airflow.   Our technician straightened the coils as...

best that could be at the present time.   Pictures were taken of the coils at this visit.  The following day requests were made to our vendors for pricing and location of a replacement coil for your unit.   We received this information back on Monday the 22nd.   The report was made to our warranty company on that date.   We were advised that there was no mechanical failure to your unit and not to proceed with repairs.   We were sent out again  on June 26th.  Again we forwarded pictures to your warranty company who again decided this was not normal wear and tear, and did not authorize Total Air Care, inc to make any repairs.  We do not make these determinations, the home warranty company interprets your policy with them and they notify us of what they will authorize.  Respectfully, [redacted]

Complaint: [redacted]
I am rejecting this response because:The service technician did not show up OR call on the day of our appointment. This was the 7th appointment. I engaged another company to fix the unit. The service technician called the next day to tell me he was on his way to our home. 24 hours after the appointment. I told him we made alternative arrangements and had the unit repaired, and that he did not need to come.When their office called to reschedule, I told them the same thing. I don't know what they are talking about "tried calling back with no response".My complaint stands. They came 6 times and did not fix the problem. They didn't show up on the day of the 7th appointment, and I had someone else fix the problem. 
Regards,
[redacted]

Ms. [redacted],  While dealing with any insurance claim you have to be prepared for some delays.   Nothing works as fast as work with a retail service company.   There are certain procedures, per our agreement with your warranty company,  that have to be followed .  Then...

throw in the fact that your unit itself was under a manufacturer's parts warranty also.   This made further delays with your service waiting on OEM warranty parts from the manufacturer.   We could not use aftermarket parts and maintain the warranty status through your manufacture.   I am glad to see that your a/c unit is cooling again and wish you a very cool summer

Ms. [redacted], We do pride ourselves in providing the best customer service experience possible.   You have a home warranty.   This also dictates which kind of service you receive.   We are very reliant on information to flow through them to us.   In this case,...

the wrong phone number was provided.   We had a 904 exchange phone number provided to us on all dispatch information sent to us.   This was the number the tech tried calling.   This is why you did not receive a phone call.   But not our fault.   As soon as you brought this to our attention the next morning, we had someone out there.  Your phone numbers we changed on our end once the correct numbers were provided.   Service was rendered and parts were ordered and are set for an install date tomorrow. I do not think it was fair to give us ONE hour to investigate what had happened, schedule a return visit, and confirm with you before you posted this Revdex.com complaint.    This again was not our fault.   The phone number that was provides to our home warranty company was not the correct number.   THIS was completely out of our control and this complaint is completely UNJUSTIFIED.

Complaint: [redacted]
I am rejecting this response because: I guess we should of left the wires alone and let the technician work in the dark.  The wires were sparking and could of caused a fire.  We did not have any problems until the technician was up in the attic. 
Regards,
[redacted]

Ms. [redacted],  I apologize for any inconvenience that we may have caused.   The zone board provided by our distributor did not match correctly as we were told it would.   We had ordered another zone board that was again delayed by the distributor.   It did not arrived when it...

was promised and therefor could not install on the desired date.    We have refunded all money as requested.    I again apologize for our mistakes.

I am rejecting the comment about Total Air waiting on the flooring quotes.  This matter with the flooring needing to be replaced has been going on since August 2016. Total Air was sent the quotes to have the flooring replaced in September 2016. I have not heard from Total Air since October 18 via text sent by a supervisor by the name of Jake.Thank you,[redacted]Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

While I understand the frustration involved in your repair,  TAC should not be responsible to fill in the gaps of your coverage.   It was determined that the coil replacement would not work in your application and that your entire AHU would need to be replaced.  This is the reason the...

your charges were adjusted.   Your charges have been confirmed with your warranty company several times to ensure that they are accurate.   TAC will gladly refund your previously paid NCC's of $576.  This along with the cash out option from your warranty company will allow you to choose any company you would like to install your new unit.

6/8/16Revdex.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 received the check this morning.  However I am still amazed at Ms. [redacted] response; the work was performed on 4/27,  I received the call telling me of the over payment 4/29 which indicates to me my check was somewhere in Total Air system but it took until 5/13 for the check to be processed by my bank 10 business days later.  I think there might be an issue in Total Air payment system.
Regards,
[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. 
Regards,
[redacted]

We have confirmed with our insurance carrier that they have contacted you and are investigating the claim

Mrs. [redacted], I apologize for the delays in your service.   The parts that were needed for your system were under manufacturer warranty.   They had to be ordered from that manufacturer and that manufacturer alone.    Unfortunately their warranty processes and...

shipping procedures our beyond our control.    I see that your warrantied blower motor has been replaced. I hope you continue to cool for many years without problems.Respectfully, [redacted]

The ncc's were for work performed under your contract with your home warranty.   The electrical fee that was not covered from your warranty company was charged for breaker and electrical whips.   We we discovered that the electrical was more intensive then just a breaker, we refunded your...

money.  We also contacted your warranty company to get an electrician out.  We explained to them that it was more intensive then a simple breaker change because other circuits were tied in.   We recommended to your warranty company that because of this issue it should be covered