Ms [redacted] , In no way was there a deliberate attempt on the part of Total Air Care to defraud you or any other senior citizen On all visits to your home our technicians could not read the data plate on your unit We were able to obtain the information off of the compressor however to match to a new compressor of the same size This does not give us the condenser information though My technician used his best judgement to estimate the amount of refrigerant that would be needed We have to disclose the maximum amounts to the warranty company before work is to be performed It should have been adjusted down as the technician weighed the charge in during the compressor replacement Furthermore, it is impossible to tell the charge that is actually in the unit if refrigerant has actually leaked out without removing the remaining charge and weighing in Another point, if the refrigerant had leak out in weeks, there is another leak in your system I do suggest you call your warranty company and get that resolved asap You still should be in your recall period You would be completely covered for all refrigerant charges still.In a good faith effort TAC will be mailing you a check for the pounds in question We could not read the data plate on your unit and would rather make sure you understand in no way was there a deliberate attempt to defraud you
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
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 replacedI hope you continue to cool for many years without problems.Respectfully, [redacted]
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
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 hour appointments Our arrival time frames are 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: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 ownergoing 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- I also see in our system that we did indeed talk to you at least 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 business days out That would have meant an arrival date of 1/27/ On 1/25/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
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
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
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
Complaint: [redacted] I am rejecting this response because: It still does not workIt did not work after the engineer left I contacted [redacted] as required who advised me to contact another A/C companyThis I didThey inspected the work doneTotal Air needs to talk to [redacted] about thisI am still without Air and Heat.Therefore I totally reject the statement made by Total Air Regards, [redacted]
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 empathize with anyone who has air conditioning issues in the south Especially when the timing is against you Your unit failed during the first period of 90+ degree heat This creates our highest call volume into our office of the entire year as well as our busiest demand for service calls during this weekYou have a home warranty policy We are contracted with them to make contact with you with business hours and service within business hours Both of these conditions were meet I apologize for the late hour of the first service call It was scheduled in our hour windows of 4-8pm on Monday We run every call scheduled We repair every unit we can on the initial visit This causes some of our techs to run behind schedule from time Our tech notify the home owners when running behind I believe my tech did this He would have been out to your home on Monday, however you chose to reschedule because of the time.When you called the office and demanded service on Tuesday, my customer service rep, did what I think is the right thing I know you asked for a manager, but there was no need to involve the manager He gave you what you asked for and stacked your call on that day and the end of the day, just like you had demanded This explains completely the late arrival of that day Unfortunately the part needed for your unit was not one of the several hundred parts we carry on our truck, and had to be ordered The part was ordered on the 4th and we returned on the 6th and installed the partI hope your unit continues to cool for years to come [redacted]
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
[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 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***, I Have read and can emphasize with your situation I have carefully reviewed all related documents on your case The part installed on May 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 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
I can empathize with dealing with a hot house in Florida in the summertime I do apologize it took multiple visits The $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 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
[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]
Complaint: [redacted] I am rejecting this response because: the business did not offer all of the facts They called me on 9/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] **
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] , In no way was there a deliberate attempt on the part of Total Air Care to defraud you or any other senior citizen On all visits to your home our technicians could not read the data plate on your unit We were able to obtain the information off of the compressor however to match to a new compressor of the same size This does not give us the condenser information though My technician used his best judgement to estimate the amount of refrigerant that would be needed We have to disclose the maximum amounts to the warranty company before work is to be performed It should have been adjusted down as the technician weighed the charge in during the compressor replacement Furthermore, it is impossible to tell the charge that is actually in the unit if refrigerant has actually leaked out without removing the remaining charge and weighing in Another point, if the refrigerant had leak out in weeks, there is another leak in your system I do suggest you call your warranty company and get that resolved asap You still should be in your recall period You would be completely covered for all refrigerant charges still.In a good faith effort TAC will be mailing you a check for the pounds in question We could not read the data plate on your unit and would rather make sure you understand in no way was there a deliberate attempt to defraud you
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
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 replacedI hope you continue to cool for many years without problems.Respectfully, [redacted]
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
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 hour appointments Our arrival time frames are 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: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 ownergoing 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- I also see in our system that we did indeed talk to you at least 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 business days out That would have meant an arrival date of 1/27/ On 1/25/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
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
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
We have confirmed with our insurance carrier that they have contacted you and are investigating the claim
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
Complaint: [redacted] I am rejecting this response because: It still does not workIt did not work after the engineer left I contacted [redacted] as required who advised me to contact another A/C companyThis I didThey inspected the work doneTotal Air needs to talk to [redacted] about thisI am still without Air and Heat.Therefore I totally reject the statement made by Total Air Regards, [redacted]
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 empathize with anyone who has air conditioning issues in the south Especially when the timing is against you Your unit failed during the first period of 90+ degree heat This creates our highest call volume into our office of the entire year as well as our busiest demand for service calls during this weekYou have a home warranty policy We are contracted with them to make contact with you with business hours and service within business hours Both of these conditions were meet I apologize for the late hour of the first service call It was scheduled in our hour windows of 4-8pm on Monday We run every call scheduled We repair every unit we can on the initial visit This causes some of our techs to run behind schedule from time Our tech notify the home owners when running behind I believe my tech did this He would have been out to your home on Monday, however you chose to reschedule because of the time.When you called the office and demanded service on Tuesday, my customer service rep, did what I think is the right thing I know you asked for a manager, but there was no need to involve the manager He gave you what you asked for and stacked your call on that day and the end of the day, just like you had demanded This explains completely the late arrival of that day Unfortunately the part needed for your unit was not one of the several hundred parts we carry on our truck, and had to be ordered The part was ordered on the 4th and we returned on the 6th and installed the partI hope your unit continues to cool for years to come [redacted]
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
[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 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***, I Have read and can emphasize with your situation I have carefully reviewed all related documents on your case The part installed on May 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 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
I can empathize with dealing with a hot house in Florida in the summertime I do apologize it took multiple visits The $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 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
[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]
Complaint: [redacted] I am rejecting this response because: the business did not offer all of the facts They called me on 9/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] **
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]
I paid total aire