A few weeks ago our HVAC system developed an odour like a decaying animal. We called duct cleaning they told us to call wildlife removal. Called wildlife removal they said call HVAC company. We called 2 they said not interested than called Total Aire Care. The owner answered we told him our situation and he said he is not to sure it’s a dead animal that it could be the furnace. The one strange part was the smell only was noticeable from the front 3 registers which is where the furnace is located in the basement. James the owner offered to come over at N/C to determine if it could be something in the ducts or the furnace itself. He did a full inspection and discovered that the heat exchanger I believe that’s what he called it had a crack in it. Also shows us where water had been running down on the electronics causing them to corrode. The smell he said was coming from the heat exchanger and that the 20yr old furnace needed to be replaced. We did both the furnace and AC at the same time since they were both 20yrs old. Colin the salesman gave us our options and put a fantastic deal together. Keatly and Brad did the install, they were professional and great to deal with. Next day after the install Jason came and cleaned and sanitized the air ducts and also cleaned out dryer vent. No more smell and also now that we have a proper furnace for our house the one room in our house upstairs at back of house is now warm. We would highly recommend this company. They do it all and none of the work is contracted out. It’s their own salesperson, installer’s, and duct cleaning persons
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
There has been a frequent number of repairs done at your home through your home warranty company over the past years All the repairs which you reference date back over this three year period As far as the improper repair completed no where on the invoice your are referring to does it state that epoxy and duct tape were used on this compressor Furthermore, we corrected the connection which was leaking, at no cost to you Furthermore, looking back through your records you have never actually paid for refrigerant All refrigerant charges have always been covered or a concession made to you, either by TAC or by your home warranty company In April, when you needed a compressor, your warranty company and TAC came to an agreement in which we reduced the charges to you by 1/ You paid us by for 1/of the refrigerant, which in turn your warranty company wrote you a check for the other half.When you had this latest compressor fail, TAC made the recommendation to replace your entire system, rather then put another compressor in here and risk any future failures Your warranty company agreed We can not control which warranty plan you purchase and what your warranty company covers Unfortunately you did not purchase a plan that had a lot of coverage and therefore you were left with a lot of non-covered charges Your warranty company did not add correctly to start with and had your NCC's $higher then they actually were We immediately pointed this out to them We then reduced your NCC's by $900, not your warranty company, but TAC reduced then by $ Your warranty company offered another $reduction I understand this still was not satisfactory to you.We never refused to fix your unit We did not break your unit We never forced you to pay for refrigerant We never forced you to purchase a new unit I know your warranty company has offered you several times throughout this year period a "cash in Lieu or repairs" option to has your unit repaired/replaced through a company of your choice You refuse each time We went above and beyond trying to please you and have been more then reasonable I do understand that your home warranty has since replaced your unit I wish you luck in the future
Mr***, 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 functioningThank you and again I apologize for the delay in service
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 $so you can get you second opinion through AHS without having to pay for it [redacted] President Total Air Care, inc
Complaint: [redacted] I am rejecting this response because: American home shield have ordered the parts and it is in on 8/4/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]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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/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 neededThe $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]
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/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 $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
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 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 tomorrowI 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
An A/C drain line will back up and overflow without proper and routine maintenance This maintenance should be performed at 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 repairsI suggest you contact your warranty company about these The contract is between you and them They will determine the reimbursements
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because the company does not provide adequate serviceThe photographs that I have from April show my accumulator in the same condition it was in when it was diagnosed as needing to be replaced in JuneAdditionally, the diagnosis of simply replacing the accumulator was incorrect as my air conditioning system broke down immediatelyClearly there was a massive leak in the coils in the air handler in the attic, which David fixed nights agoNot a single tech went to check for a leak in the handler in the atticNot once this entire time This breakdown (and the subsequent breakdown a few days later) could have been avoided had your company handled the original breakdown properlyI was told your company tries to save money by paying your technicians more to fix something than to replace itI am making a formal request for your contract with [redacted] to include a listing of all agreed upon costs and feesI do not dispute fees paid for actual services renderedI fully understand that my warranty company does not cover 100% of the costsI do dispute, however, payment for services and fees that do not fix the problemCurrently my air conditioner is operationalHowever, the air handler in the attic is on the verge of another breakdown as it is falling apart due to wear and tearIt is wholly covered in rustI have pictures of that as wellAn apology is not acceptable for the poor customer serviceYour company needs to hire more employees to adequately handle the demand of those who are current customers and contracted with youThere is no excuse to never get a return phone callAt 7:when David was not at my house (window was from 4-8) I called the emergency line and left a messageThe recording said I would get a call back within an hour I did not receive a call backThis is simply unacceptableI have also left messages with your authorizations department and your parts department throughout the past few monthsI got one return phone callI understand extreme temperatures have increased your demandFirst, demand was not high in April, and second, if you have increased demand, you need to have adequate and proper staffing Regards, [redacted]
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] t
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
Complaint: [redacted] I am rejecting this response because: They did refund the money they charged for the breaker, but the problem was that the breaker never should have been removed in the first place We had no reason to need an electrician Their service technician even said, " maybe we can get the breaker we took out back from our truck and put it back in" Then they changed their story that we had to completely rewire everything If they had done the work properly in the first place we would not have had the problems we had they did not send people to our home that were capable of doing the job Even after we showed them how our AC units were installed, they insisted that we needed to replace the breaker A master electrician told us that the work they did not only was not needed, but in fact could have cost us our home and our lives if the exposed wires they left had sparked We accepted the money as a refund, not because it was correcting their error but because we know it is all we can do with this company We wanted to put an end to this, but we still feel like we were overcharged and we know they did not do the work properly They just wanted to charge us more money egards, [redacted]
Mr [redacted] I apologize for the delay in your service Unfortunately when dealing with home warranty companies there is a process that has to followed before any visit can be made to a home We have to follow that process All supply house also do not carry gas parts, because of the region of the country we are in This means that gas parts generally are harder to procure and not as highly stocked as heat pump parts I again apologize for the delay and am glad that Robert could repair your gas service and get you up and heating[redacted]
Complaint: [redacted] I am rejecting this response because:The service technician did not show up OR call on the day of our appointmentThis was the 7th appointmentI engaged another company to fix the unitThe service technician called the next day to tell me he was on his way to our homehours after the appointmentI 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 thingI don't know what they are talking about "tried calling back with no response".My complaint standsThey came times and did not fix the problemThey didn't show up on the day of the 7th appointment, and I had someone else fix the problem 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 *** You have declined this repair on several occasions Our “good faith” offer to make this repair still stands.Thank you, [redacted]
We originally responded to your home through your home warranty company We arrived and found a leaking condenser coil This part was under manufacturer warranty with the company that made your condenser Repairs were authorized through your warranty company We returned, removed the coil and took it to the distributor to exchange for a new coil It was at this time we were told that the manufacturer would not honor the warranty because it was obvious that the leak was caused by an animal urinating on the coil We advised your warranty company, who in turn also denied your claim We returned and put your original leaking coil back into your unitIn no way is TAC responsible for your home warranty company and the manufacturer denying your claim because of failures caused by pet urine They both view this as not wear and tear I suggest that you bring this up with both of these entities as these decisions were not made by TAC
Company's second response below:From: [redacted] [redacted] >Date: Wed, Feb 24, at 2: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 $ This was processed on 02/22/ The h/o should receive it with 3-business days via [redacted] *** [redacted] | [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
There has been a frequent number of repairs done at your home through your home warranty company over the past years All the repairs which you reference date back over this three year period As far as the improper repair completed no where on the invoice your are referring to does it state that epoxy and duct tape were used on this compressor Furthermore, we corrected the connection which was leaking, at no cost to you Furthermore, looking back through your records you have never actually paid for refrigerant All refrigerant charges have always been covered or a concession made to you, either by TAC or by your home warranty company In April, when you needed a compressor, your warranty company and TAC came to an agreement in which we reduced the charges to you by 1/ You paid us by for 1/of the refrigerant, which in turn your warranty company wrote you a check for the other half.When you had this latest compressor fail, TAC made the recommendation to replace your entire system, rather then put another compressor in here and risk any future failures Your warranty company agreed We can not control which warranty plan you purchase and what your warranty company covers Unfortunately you did not purchase a plan that had a lot of coverage and therefore you were left with a lot of non-covered charges Your warranty company did not add correctly to start with and had your NCC's $higher then they actually were We immediately pointed this out to them We then reduced your NCC's by $900, not your warranty company, but TAC reduced then by $ Your warranty company offered another $reduction I understand this still was not satisfactory to you.We never refused to fix your unit We did not break your unit We never forced you to pay for refrigerant We never forced you to purchase a new unit I know your warranty company has offered you several times throughout this year period a "cash in Lieu or repairs" option to has your unit repaired/replaced through a company of your choice You refuse each time We went above and beyond trying to please you and have been more then reasonable I do understand that your home warranty has since replaced your unit I wish you luck in the future
Mr***, 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 functioningThank you and again I apologize for the delay in service
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 $so you can get you second opinion through AHS without having to pay for it [redacted] President Total Air Care, inc
Complaint: [redacted] I am rejecting this response because: American home shield have ordered the parts and it is in on 8/4/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]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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/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 neededThe $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]
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/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 $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
Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
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 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 tomorrowI 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
An A/C drain line will back up and overflow without proper and routine maintenance This maintenance should be performed at 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 repairsI suggest you contact your warranty company about these The contract is between you and them They will determine the reimbursements
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because the company does not provide adequate serviceThe photographs that I have from April show my accumulator in the same condition it was in when it was diagnosed as needing to be replaced in JuneAdditionally, the diagnosis of simply replacing the accumulator was incorrect as my air conditioning system broke down immediatelyClearly there was a massive leak in the coils in the air handler in the attic, which David fixed nights agoNot a single tech went to check for a leak in the handler in the atticNot once this entire time This breakdown (and the subsequent breakdown a few days later) could have been avoided had your company handled the original breakdown properlyI was told your company tries to save money by paying your technicians more to fix something than to replace itI am making a formal request for your contract with [redacted] to include a listing of all agreed upon costs and feesI do not dispute fees paid for actual services renderedI fully understand that my warranty company does not cover 100% of the costsI do dispute, however, payment for services and fees that do not fix the problemCurrently my air conditioner is operationalHowever, the air handler in the attic is on the verge of another breakdown as it is falling apart due to wear and tearIt is wholly covered in rustI have pictures of that as wellAn apology is not acceptable for the poor customer serviceYour company needs to hire more employees to adequately handle the demand of those who are current customers and contracted with youThere is no excuse to never get a return phone callAt 7:when David was not at my house (window was from 4-8) I called the emergency line and left a messageThe recording said I would get a call back within an hour I did not receive a call backThis is simply unacceptableI have also left messages with your authorizations department and your parts department throughout the past few monthsI got one return phone callI understand extreme temperatures have increased your demandFirst, demand was not high in April, and second, if you have increased demand, you need to have adequate and proper staffing Regards, [redacted]
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] t
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
Complaint: [redacted] I am rejecting this response because: They did refund the money they charged for the breaker, but the problem was that the breaker never should have been removed in the first place We had no reason to need an electrician Their service technician even said, " maybe we can get the breaker we took out back from our truck and put it back in" Then they changed their story that we had to completely rewire everything If they had done the work properly in the first place we would not have had the problems we had they did not send people to our home that were capable of doing the job Even after we showed them how our AC units were installed, they insisted that we needed to replace the breaker A master electrician told us that the work they did not only was not needed, but in fact could have cost us our home and our lives if the exposed wires they left had sparked We accepted the money as a refund, not because it was correcting their error but because we know it is all we can do with this company We wanted to put an end to this, but we still feel like we were overcharged and we know they did not do the work properly They just wanted to charge us more money egards, [redacted]
Mr [redacted] I apologize for the delay in your service Unfortunately when dealing with home warranty companies there is a process that has to followed before any visit can be made to a home We have to follow that process All supply house also do not carry gas parts, because of the region of the country we are in This means that gas parts generally are harder to procure and not as highly stocked as heat pump parts I again apologize for the delay and am glad that Robert could repair your gas service and get you up and heating[redacted]
Complaint: [redacted] I am rejecting this response because:The service technician did not show up OR call on the day of our appointmentThis was the 7th appointmentI engaged another company to fix the unitThe service technician called the next day to tell me he was on his way to our homehours after the appointmentI 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 thingI don't know what they are talking about "tried calling back with no response".My complaint standsThey came times and did not fix the problemThey didn't show up on the day of the 7th appointment, and I had someone else fix the problem 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 *** You have declined this repair on several occasions Our “good faith” offer to make this repair still stands.Thank you, [redacted]
We originally responded to your home through your home warranty company We arrived and found a leaking condenser coil This part was under manufacturer warranty with the company that made your condenser Repairs were authorized through your warranty company We returned, removed the coil and took it to the distributor to exchange for a new coil It was at this time we were told that the manufacturer would not honor the warranty because it was obvious that the leak was caused by an animal urinating on the coil We advised your warranty company, who in turn also denied your claim We returned and put your original leaking coil back into your unitIn no way is TAC responsible for your home warranty company and the manufacturer denying your claim because of failures caused by pet urine They both view this as not wear and tear I suggest that you bring this up with both of these entities as these decisions were not made by TAC
Company's second response below:From: [redacted] [redacted] >Date: Wed, Feb 24, at 2: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 $ This was processed on 02/22/ The h/o should receive it with 3-business days via [redacted] *** [redacted] | [redacted]