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 dates of the visits to my property were 6/23/15, 7/22/15 and again on 7/23/15, the 3rd visit should have not taken place and if the first tech had taken his time and investigated the problem in more detail the 2nd and third visit probably would not have been needed. The $75.00 was paid to Total Air Care not American Home Shield, so I would have no reason to contact them other than to relay how this overall transaction has transpired.  
Regards,
[redacted]

[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Wish I could go back in time and get the month of July back, but a refund for the trade call fee is all that can be done at this point.  I appreciate the fact that they at least acknowledged their mistakes.
Regards,
[redacted]

We were awaiting information on your flooring and estimates for replacement.  This has been turned over to our insurance company for action.  You should have been contacted by our insurance company by now.   If you have not been, please contact us and we will get you the contact...

information.

You are absolutely correct.  All previous NCC's of $261 will be deducted from the NCC's of the system replacement.   This was an oversight by TAC and your home warranty company.   It has already been adjusted in our system.   We are having a team member contact you with the new...

NCC total

Dear Sir, There  seems to be some confusion with the processes when making repairs with your home warranty company.    The first issue was with are initial scheduled arrival time.   Total AIr Care does not schedule 2 hour appointments.   Our arrival time...

frames are 4 hour windows.   In your case that scheduled time frame was 10am - 2pm.   So by your own "complaint" our technician still arrived within the scheduled time frames, even after having to leave home and return after obtaining tools.    We found a leaking evaporator coil at your home.    The technician did not finish at your home until after 4:30 on the 19th.    The approval process began with their home warranty company.   This included obtaining pricing, obtaining non-covered charges(NCC) from the warranty company, getting NCC approval from the home owner. going back to the warranty company after NCC approval is obtained, and finally getting the approval for repairs.   There is a process involved.   People expect retail service and retail repair times which is unfair.   There are processes that have have to be followed when getting work done through a warranty company, it slows the process down.   Following the procedures your parts were ordered on Thursday 1-21-16.   I also see in our system that we did indeed talk to you at least 2 times.  On January 20th we talked to you and obtained NCC approval.   We also talked to you on January 22nd and let you know that the part was ordered and was 5  business days out.   That would have meant an arrival date of 1/27/16.   On 1/25/16 we received an emailed stating the you decided to "cash out" your repair with your warranty company.   They factor your service fee into the cash out value.   The service fee collected is collected for your home warranty company.   This fee is between you and them.   It is specified in your contract with your warranty company.   It is a fee that YOU agreed  to pay, by contract with your warranty company, UPON ARRIVAL of any dispatched trade specialty.  Total Air Care did nothing wrong in this case and will not be refunding any money.   I suggest you take this complaint to the correct company, the one you actually have the contract with.Thank you

Mr [redacted], I can empathize with your situation.    We do not try "not to repair" a unit.    Our goal is to repair every unit correctly on the first visit.    I do apologize this did not occur at your home.    Unlike high pressure retail...

companies who try to sell, sell, sell, we attempt to repair, repair, repair.   Since our last visit we have left messages to schedule a follow up visit.    We would still like to complete that visit to complete a quality control check.    Please contact our office on email me at the address below to set up this visit.Respectfully,
[redacted]
[redacted]t

I paid total aire

Mr. [redacted],  I empathize with being without air conditioning for so long.    There is a certain process that must be followed while performing work for a home warranty customer.   Sometime it requires multiple trips.   On the last visit we obtained...

authorization to replace your thermostat because we could not find a failure at the time of our visit.   We normally are not allowed to replace parts unless a documented mechanical failure can be found.   We believe the thermostat was causing an intermittent failure, therefore it was replaced, even though it did not fail during our visit.   I hope you enjoy many years to come of trouble free air conditioning, [redacted]

I understand the frustration involved in being without air conditioning in the summer time.   When we arrived we found a leak in your air conditioning system.   It was is your evaporator coil.   We did not stop there.  We pulled your evaporator coil and tried to repair the coil...

for immediate cooling relief for you.  This was not successful.   These are the lines that had to be cut in order to try to repair your coil.  We researched the part needed, contacted your warranty company and obtained approval, obtained the part, and returned to replaced your evaporator coil.   We left you unit cooling great.Thank you for your understanding and patience during this process.

Mrs [redacted],  I do apologize for the confusion with your service call.   There are several factors involved here that I believe need to be noted.    The first is that we are dealing with a home warranty company.   There are certain procedures involved here.   One is...

that we have to disclose the maximum out of pocket expenses that you could possibly be charged.   That is what my company did.   We can always adjust these amounts down when the actual repair is made, but we are not allowed to adjust up.  That is why the maximum amount always has to be given.    The refrigerant used would have been the refrigerant paid for at the time of the repair. My tech determined that your filter was clogged or restricted causing the compressor to overheat and shut down on overload.   This issue would have looked like a bad compressor also if someone did take a quick ten minute look at it.    When the compressor was replaced, it is standard procedure to also change the drier.    With that being said, I am unable to say one way or the other which diagnosis was incorrect.   But to elaborate, If we had replaced the drier, and then determined the compressor was bad, there would have been no additional charges to you. I do apologize for the misunderstanding, but am also glad that you are cooling now.

An apology for the exceedingly poor customer service, while appreciated, will not suffice. It is my hope that my, and other Revdex.com complaints about this company, will for you to improve your customer service, in terms of communication, wait times on hold (which average over 25 minutes), and length of time to complete service. I requested service May 25 and the unit was fixed yesterday, June 16. Luckily no one was living in the house or your company could have seriously endangered the lives of the occupants given the extreme heat in Atlanta recently. I am hoping that market forces will make you improve your customer service or go out of business.  Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[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 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]

Ms [redacted],  We attempted several times to try to fix your air conditioner within the confines of your policy with your warranty company.   I apologize that it could not be accomplished.  We attempted to get the required repairs needed to be authorized, however, your warranty...

company denied repair coverage.   This was not our decision.   This was your home warranty company's decision, not ours. I suggest that you contact your warranty company for further information as repairs can not be made without approval from them

Complaint: [redacted]
I am rejecting this response because: It still does not work. It did not work after the engineer left.  I contacted [redacted] as required who advised me to contact another A/C company. This I did. They inspected the work done. Total Air needs to talk to [redacted] about this. I am still without Air and Heat.Therefore I totally reject the statement made by Total Air.
Regards,
[redacted]

I am glad to see your unit was repaired and cooling.  I apologize for any inconvenience we may have cost you on the way.  We will use your feedback to improve our future customers experience

Total Air Care responded to your initial dispatch on April 29th.   We repaired wiring and replaced your thermostat.   This work was completed on 5/16/2016.   A $75 dollar service fee was collected at this time as dictated by your warranty company.   This money is supposed to be...

collected at arrival before any work is performed.    Again this is per your warranty company's policy.   Through your home warranty company, you have a 60 day recall period.   This is not through Total Air Care but your warranty company. On July 15th we scheduled another visit to return to your home on 7/19/16.   We received a cancellation email that same day from your warranty company.  This occurs for a number of reasons, the unit started working, the warranty company found sooner service, or the home owner requested a different vendor.  On July 18th we called a left a message at your residence to confirm the cancellation.   On July 19th we received an email from you asking why we did not show up for your scheduled appointment.  We returned a phone to you and explained that the work order had been cancelled from your home warranty.  You stated you would be calling your warranty company back. We never heard back from your warranty company to either reopen the work order and send a new work order.   Your recall period and warranty for work performed, is just like your service fee, through your home warranty company.   If they sent out another contractor they should have honored the warranty on all work performed by Total Air Care.  As for the service fee, I do suggest if you feel you are due a refund to contact your warranty company.

Ms. [redacted],  I can empathize with being without air conditioning is the summertime, or really anytime in the the southeast.  I have reviewed your records involving our visits at your home.     3/18/16   We replace a high voltage fuse, repaired burnt wiring at...

your compressor, and replaced a start kit 3/25/16   We replaced a high voltage whip that had shorted 4/26/16   We found a bad compressor(shorted to ground) You have a home warranty on your home, which dictates how your repairs are made.   While most retail companies in the phone book will repair a unit one way, mostly by immediately selling you a new unit or a new compressor.  This most likely would have been done on the first visit that we performed, if we were a retail company.    But we are not.   Although you are our customer, so is the warranty company.   We are charged with repairing units if they can be repaired.   A shorted whip also can be a sign of, like the burnt wires on the compressor, a compressor going bad.  However, it could be repaired.   That's what we did.    If you look at the service history, the compressor was starting to go bad the entire time.    These were the symptoms of the real issue ...the compressor.   We made repairs that were made properly and were good repairs.   Unfortunately, in the end the compressor still could not be saved.    I agree that your unit holds just over 6 lbs of refrigerant.  This is the factory charge of the condenser unit, not the operating charge.   We would not have charged you for the entire 12 pounds if it was not used.   Your home warranty's policy dictates that we have to give them the highest possible amount that we could use.   We would have weighed our charge into the unit and adjusted your charge from the refrigerant, rounded to the next highest pound, as we do not charge for fractions of pounds.   This is your warranty company's policy, not ours, as we can not adjust charges up at the time of the repair, only down.   This was supposed to be relayed to you by them, us the policy is between you and them. I did also check into your claim with your warranty company to make sure you were taken care of and home was up and cooling again.   They informed me that they have mailed you a check already for the repairs.   You chose to get the repairs done with your own company and outside of your warranty company.   I hope everything is back up and cooling.   Respectfully, [redacted]

[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 problem which was originally diagnosed as an issue with the blower and the need to replace the wall thermostat would have avoided the need for the second visit.  By just ignoring one of the original diagnosis issues and repairing only half of the issue, it generated the need for a second return visit.  Therefore the warranty company has nothing to do with the fact that when the original tech diagnosed the problem and the next tech came back and only corrected one-half of the issue, the unit once again went down requiring a tech to come back out and require us to experience additional days of heat during a time when record high heat was noted in the area.  This additionally posed a health concern with my husband's current health issues.  To this moment not an apology from the company for not correcting the issues originally but instead playing the fault game that it is the warranty's company fault that they didn't do their job because they give a price break to the warranty company.  I should be penalized because I pay the warranty company for insurance as opposed to waiting until the problem occurs and pay the repair company a higher rate so that they will come out and correct the problem accurately the first time (at a higher rate/benefiting the company) so as not to inconvenience the consumer with a second visit and inclement weather conditions.
Regards,
[redacted]

Mr. [redacted],  We make every attempt to repair units as quickly as possible.   All repairs are made under an agreement with your warranty company.   All repairs are made under their guidelines.   There are certain sacrifices that every consumer makes when purchasing any type...

of insurance.  One of these is time.   Procedures and protocol must be followed when filing and repairing any type of claim.   This slows repairs down at times.   Just like it would on an automobile insurance claim.   Everything is faster when you just google the closest A/C company and get a repair made.   But you are also spend Hundreds if not thousands of dollars more.   This is ultimately what you purchases your home warranty for.    As far as the reviews on-line.   Everyone has to keep in mind that you get what you pay for.   These home warranty contracts do not include everything.   They do not promise service within an hour.   We adhere and provide service according to the contracts they have.   Most of these complaint are because the consumers do not agreed with or understand the contracts they have.   They have to be angry with someone, so it is taken out on TAC, the only entity not involved in the contract.

Complaint: [redacted]
I am rejecting this response because:  the Ac is not fixed  I have had to call a third company and it is getting fixed to the tune of $4000.  This I might add is to fix a unit that was functions prior to your tech touching it the first time  
Regards,
[redacted]