Total Air Care, Inc.

Mr. [redacted],  It is unfortunate that we could not service your unit as fast as you would have liked.    It is our goal to get customers scheduled and completed as fast as possible.   It is hard to determine when the high demand season will get here.    Your warranty...

company will go from sending us a minimal number of work orders to hundreds daily overnight.   I did pull phone records and verify that the technician did call, however I do not know why a message was not left for you.   That was addressed.   I am glad to see that your system is back up and running and fully functioning. Thank you and again I apologize for the delay in service

Complaint: [redacted]
I am rejecting this response because: I did not “decline repairs” on 1/13. No repairs were
offered. The technician replaced a part and then took out the replaced part and
put the old part back in because he didn’t believe that would fix the problem.
He gave a few different reasons that the unit could have stopped working but
never gave a definite answer as he was unsure of why it stopped. He said that
he would need to work up an estimate for the cost to fix the unit vs. the cost
to replace and we never received either estimate. I understand that the fee was
for diagnostic work, but the prognosis was that the unit didn’t work and were not
given a reason it didn’t work or a solution to fix it. We knew the unit didn’t
work, that’s why we called you. There were calls placed by my [redacted] on 1/14
and then another on 1/15 following up on the estimates that were promised to
us. We never received those estimates. There was no complaint when the $80 was
paid as there was an understanding that we would receive a quote based on the
time the technician spent at my house. Again, we never received a reason the
unit was not working, an estimate on the parts and labor to fix it or an
estimate to replace the unit.
Yes, my [redacted] did call at 8:47 on the morning of 1/21, 8
days after the technician came to diagnose the problem, asking for a refund.  We were without heat for over a week so we
went with another company. Due to these facts, I will ask again for a refund of
$80.
Regards,
[redacted]

Company's response below:Ref : [redacted]Mr. [redacted], I apologize for some of the delays in your service.   I believe we have responded to all of your concerns except one.   This one being a broken electrical wire.   You believe that TAC is responsible for a broken elctrical...

wire in your attic.This wire was spliced before we could inspect it.   We believe this wire was broken because of the way the wire andthe attic platform were original installed.  Over time the wire was broken by the pressure of walking on the platform.  It caused the wire to be pinched over time and finally broke.   We believe we were not the cause of this break.  We Have offered on several ocasions to provide and install a junction box.   We would then move the wires inside thejunction box and splice the wire inside of the box.   This is a approved repair per the [redacted].   You have declined this repair on several occasions.   Our “good faith” offer to make this repair still stands.Thank you, [redacted]

Mrs. [redacted], I understand your frustration.    Having A/c issues in Florida is never good, especially in the summer.   I can ensure you that your were not getting the run around from Total Air Care.    We have received a tremendous call volume this...

summer.   Our hold times have been longer then we wish.    We have certain procedures that we have to adhere to when performing work for your home warranty company.  This sometime slows "the process" down.   I know that we have replaced your evaporator coils.   I wish a very cool rest of the summer for you.[redacted] President Total Air Care, inc.

Complaint: [redacted]
I am rejecting this response because:There is no resolution. The charge for the refrigerant was from Total Air Care and was paid directly to them, not the home warranty company. This charge was one that I also incurred last year because the company is not competent enough in diagnosing the root cause of the issue, and instead replaces the part that will earn them the most money. They have large mark ups on the refrigerant so that is why they only replace this part every year. A compressor should last at least 10 years according to the research I have done but with this company they have replaced mine twice in two years. Please refund the cost of the refrigerant that I had to pay due to your lack of ability to fix the issue in 2015 and it reoccurred in 2016. Additionally, the response is not at all professional, but based on my experience that is to be expected. I am requesting that this transcript be posted on the Revdex.com website so that other potential customers can have a preview of what to expect when engaging this company.
Regards,
[redacted]

I can empathize with dealing with a hot house in Florida in the summertime.   I do apologize it took multiple visits.   The $150 charge was for refrigerant not covered by your warranty company.   This is per your policy with them.   As far as the service call being moved up, this...

again was per your policy with your warranty company and how they prioritize service calls.  Your service call was placed with a normal urgency.   When you called back in and explained your situation your warranty company upgraded the priority to expedited.   We were more then happy to accept the upgrade and moved to appointment up.   I am glad to see your home is cooling again.

I apologize for the service that you received.   This problem should have not escalated to this point.  The issued that you have brought up will be addressed.   Your warranty company has transferred service to another provider.   I again apologize and I hope your house continues...

cooling for many years

Ms. [redacted], Total Air Care responded to your home on 6/18/13.   We found your evaporator coil dirty.   We notified your warranty company.   They denied coverage as it was not covered under your policy.   We cleaned your evaporator coil at a retail...

rate.   We were again contacted by your warranty company about your air conditioner and returned to your home on 11/615.   This was almost 2 1/2 years from the last visit.    We did not find any fault with our prior work.   We did find a cracked drain pan.   We notified your warranty company once again with our findings.   They again determined they would not be covering this repair.   Your policy with your home warranty company does not cover any issues revolving maintenance or rust or corrosion.   Any rusted components, or drain line/pan sludge would not be covered by your home warranty company.   While replacing the pan, the drain line would have been cleared and the sludge removed as a courtesy.    It seems as though you are not happy  with your policy coverage through your home warranty company.   I suggest that you contact your home warranty to discuss these issues.  We do not interpret any policy and the contract is between you and your warranty company.[redacted]President Total Air Care, inc.

Mr. [redacted],
I Have read and can emphasize with your situation.   I have carefully reviewed all related documents on your case.    The part installed on May 7 was the correct part replacement.   It was an aftermarket rescue motor that is carried on our service...

vehicles.   I do believe all other service companies would have used the same type of motor when replacing the motor.   A recall work order was issued 50 days later on June 25Th.   Total Air Care returned on June 30th to find the condenser fan blade separated from the hub.   It had damaged the copper line and lost refrigerant charge.   We contacted your home warranty company.  They determined this was a unrelated issue and advised us that your policy does not cover for the refrigerant charges.   We have attempted to contact you several times to gain your approval of the charges your home warranty company is not covering.   We are not delaying services, but do need to secure payment for services.  We are more then happy to schedule and complete all repairs needed as soon as we gain your approval.   We have spoken to your home warranty company several times about this work order.   They will not cover the cost of the refrigerant.  
Thank you,
[redacted]
President
Total Air Care, inc

The service fee collection is dictated by your warranty company.   We have no control of this situation.    We are directed to collect the service fee upon arrival at your home, before any work is performed.    This again is not our company policy but your...

home warranty company's policy.    You have the right to request another company, like you did in this case.   There was no service fee due through your warranty company on the second company's visit because they deemed it due on the first visit.    We did not collect the service fee from you.   This service fee is being billed to you from your home warranty company.    This matter unfortunately would be between you and them at this point.   There is no money for us to refund as we did not collect anything from you.[redacted] President Total Air Care, Inc.

When dealing with warranty companies, the process sometimes get slowed down and requires multiple visits to perform tasks.   This was the case at your residence.   We also found the underlying cause of the original compressor failure, a bad txv.   I do apologize for the confusion with...

the service fee on one of our return visit, but your warranty company had sent us on the dispatch to collect the service fee.   My tech spent over 20 mins on hold with your warranty trying to get clarification on this.   We did have to leave until we could receive clarification from them.   The original service fee collected was transferred to the next dispatch with the next vendor that took over this call through your warranty company.   This is why they did not collect a service fee.   I apologize for the trouble and hope that you remain cooling for many years to come.

It is a very uncomfortable situation being without air conditioning in Florida.    We try to get as many customers cooling as quickly as possible.   Because of this reason we required that all customers answer the phone to confirm they are home during their appointment...

time.    In your case we have numbers for the property manager, the owner, and the renter listed.    During the original appointment time we were told that "the storm knocked power out to the home".    This was done during our call-out call to inform the home owner we were on the way.   Looking back now, there could have been some confusion as to what property we were taking about and we were told some misinformation.   When we arrived at your next appointment, we found and repaired the refrigerant system.    Respectfully, [redacted] PresidentTotal Air Care, inc

Mr. [redacted], I can empathize with having your central heating and air conditioning system down during any time.    There is no excuse for the length of time that it took to make these repairs.    We were trying to work within the constraints of your home...

warranty.   We also knew that per your policy that there is a $1500 cap on all repairs/replacements for water to air systems.    We kept this in mind, and tried to keep your out-of-pocket expenses as low as possible.    I see that your system in running properly now.    We even added A/C renew to your system to try to quiet the compressor.    This was not covered by your home warranty company either, as they do not cover for noise related issues.    I am glad we could help solve your home comfort needs.  [redacted]

Mr. [redacted] I want to apologize for the confusion involved in your experience.   We were contracted through your home warranty company to provide service to your home.   Per your home warranty company's policy with your we are to collect the service fee due at arrival of home...

before any work is performed.    This is not our policy, but  your home warranty's policy.   We have been informed that they send cards to all home owners when the policies are issued informing them of these issues.Our technician was trying to inform you that wall units/window units are not covered under your home warranty policy.     Our office has also called and confirmed this with them also.   We will hold re-training with our technicians involving the way they communicate this information with our home owners.Very respectfully, [redacted]

Mrs [redacted]
I again apologize for everything that you and your family have gone through.   I have personally seen to it that the original technician has been dealt with accordingly for his misdiagnosis.   I can assure you that will never occur again from that technician.   He has expressed that his most sincere apology be expressed to you.  
We are always looking to improve our business and our technicians knowledge.   Again thank you for bringing this to our attention,

Complaint: [redacted]
I am rejecting this response because: credit card has still not been credited the money that you  took for an expedited appointment.  My issue.is not refarding the home warranty program but with your customer service.  You took my money for a service that was not provided.  Then you stated that someone would be out that day and you would refund my money.  Then when nobody showed again you stated that you cancelled the visit without notifying me.  Then when I asked to speak to management I was repeatedly put on hold and given excuses as to why they couldnt speak to me.  Finally your rep gave in and acknowledged that management was available but refused to speak with me.  Completely unacceptable after failing to fix the problem on two attemts in two weeks and on call ignoring my calls the night you all failed to show.  Give me my money back, look at your reviews online, accept your shortcomings, and fix them.
Regards,
[redacted]

Mrs. [redacted], We have had a tremendous call volume these last two weeks.    We had already upgraded our phone system prior to the summer, but our call volume is higher then projections.  We currently are expanding our phone system to provide a quicker response and shorter hold times, however that process does not help you.You were contacted earlier in the week in response to your email.    I am the only one who has access to the Revdex.com system.   I had not addressed any issue with your submission until this morning.   I addressed  what was in your initial complaint with the Revdex.com.When we submitted the authorization to the home warranty company for your repairs, they informed us of charges that they were not covering.   One of these was drain line modifications.    They would not cover for disconnecting and reconnecting your drain line connections to the new coil.   We were not replacing drain line, but reworking connections.  The flat rate charge for this through Total Air Care is $67.    That includes all labor, parts, and supplies needed.    Before ordering the parts needed we obtained your authorization that you accepted all non-covered charges.     When we schedule, we again notify all home owners of the non covered charges.We collected the fee and made the repairs needed.  We made all authorized repairs for the exact amount not covered through your home warranty company.   I verified with the warranty company the dollar amount of non covered charges on file with them was the same amount that was collected.   Very Respectfully, [redacted]