While I do empathize with your situation, Total Air Care repairs failures found at the time of the visit When we returned to install the initial part the thermostat was not malfunctioning I apologized that it was not replaced at that time, but it was not showing errors We have since returned and replaced the thermostat You were not charged any additional charges for this
Complaint: [redacted] I am rejecting this response because:There is no resolutionThe charge for the refrigerant was from Total Air Care and was paid directly to them, not the home warranty companyThis 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 moneyThey have large mark ups on the refrigerant so that is why they only replace this part every yearA compressor should last at least years according to the research I have done but with this company they have replaced mine twice in two yearsPlease refund the cost of the refrigerant that I had to pay due to your lack of ability to fix the issue in and it reoccurred in Additionally, the response is not at all professional, but based on my experience that is to be expectedI 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] ***
Mr [redacted] , I do understand that an air conditioning unit not functioning properly in June can be a very frustrating time We arrived on the afternoon of Thursday June 18th to find your condensing coils extremely bent over, blocking airflow Our technician straightened the coils as best that could be at the present time Pictures were taken of the coils at this visit The following day requests were made to our vendors for pricing and location of a replacement coil for your unit We received this information back on Monday the 22nd The report was made to our warranty company on that date We were advised that there was no mechanical failure to your unit and not to proceed with repairs We were sent out again on June 26th Again we forwarded pictures to your warranty company who again decided this was not wear and tear, and did not authorize Total Air Care, inc to make any repairs We do not make these determinations, the home warranty company interprets your policy with them and they notify us of what they will authorize Respectfully, [redacted]
Ms [redacted] , Total Air Care responded to your home on 6/18/ 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/ This was almost 1/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
Complaint: [redacted] I am rejecting this response because:Again, your company never recommended to the home warranty company that the central air unit be repairedTAC repeatedly repaired various items on the unit, refilled with freon several times, fixed leaks on coils (2) times and it was still leakingI paid $600+ for freon refill after freon was let out to repair coilsAgain, after coil repairs, there were still leaksI'm getting tired of going back and forth; we are both saying the same thing on each response Regards, [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
Ms [redacted] I can understand your frustration with your situation Total Air Care does not dictate when to charge for refrigerant or not This is dictated by your policy with your home warranty company After the leak was found in the coil, we received approval from your warranty company to replace your system The disputed charges were again dictated by your warranty company's policy and agreement that you had with them They determined what charges they were not covering and had to be passed on to you It is their policy that they do not release the equipment until the home owner accepts the non-covered costs We do not try to collect before we arrive to replace the equipment, but you do have to accept the non-covered cost with your warranty company before they will ship us the equipment Your warranty company is supposed to call you and explain this to you as soon as the decision was made to replace the equipment We were waiting to hear from them the you accepted the non covered cost and to receive the information on the equipment shipment I understand how easily you could think we not communicating, however we were in a holding pattern I hope your situation has been resolved with your warranty company [redacted]
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]
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 $ 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]
Mr [redacted] , I understand that anytime an air conditioner fails in the summertime can be a troubling time We installed a compressor in October of into the residence you currently own This work was done for the previous owner under their warranty company You contacted us in June of this year as a claim with your warranty company( a different one in which the work was done for the prior owner) accusing Total Air Care of installing the incorrect compressor This created a lot of confusion for your warranty company as well us our company trying to sort out both owners and both warranty companies, as we had all parties involved in this Both warranty companies were given all technical information of your unit as well as the compressor All parties agreed that this compressor was suitable for your application The compressor was found to be defective Total Air Care, as well as the distributor, honored the one year parts warranty given to the prior owner The new compressor was installed.Total Air Care hopes that your comfort needs have been taken care of.Respectfully, [redacted]
An apology for the exceedingly poor customer service, while appreciated, will not sufficeIt 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 minutes), and length of time to complete serviceI requested service May and the unit was fixed yesterday, June 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 recentlyI 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] ***
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,
You are not the home owner You are not the property manager You are the tenant of the home We arrived and assessed a issue at this home Another company had installed the incorrect fan motor on the unit We left and had the correct motor ordered The unit was disabled to prevent damage to the compressor All information on the length of time of repairs was conveyed to your property owner and property managerWe returned three days later and replaced the outdoor fan motor This was all within guidelines of the home warranty policy that the actually owners of this property purchased Since the service was purchase by the home owner, and not you, you have no valid right to ask for a refund or reimbursement of any sort I suggest you contact your property manager for these matters
[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] [redacted]
Total Air Care is responsible for the damage caused to your home We take full responsibility for it and will be hiring a contractor at no cost to you to repair the damaged items I also am glad to see that your system has been returned to its full capacity TAC will be providing you with the name of the contractor who will be contacting you to make repairs to the damaged areas.I apologize for the damage we caused, we will make that right with you
While I do empathize with your situation, Total Air Care repairs failures found at the time of the visit When we returned to install the initial part the thermostat was not malfunctioning I apologized that it was not replaced at that time, but it was not showing errors We have since returned and replaced the thermostat You were not charged any additional charges for this
Complaint: [redacted] I am rejecting this response because:There is no resolutionThe charge for the refrigerant was from Total Air Care and was paid directly to them, not the home warranty companyThis 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 moneyThey have large mark ups on the refrigerant so that is why they only replace this part every yearA compressor should last at least years according to the research I have done but with this company they have replaced mine twice in two yearsPlease refund the cost of the refrigerant that I had to pay due to your lack of ability to fix the issue in and it reoccurred in Additionally, the response is not at all professional, but based on my experience that is to be expectedI 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] ***
Mr [redacted] , I do understand that an air conditioning unit not functioning properly in June can be a very frustrating time We arrived on the afternoon of Thursday June 18th to find your condensing coils extremely bent over, blocking airflow Our technician straightened the coils as best that could be at the present time Pictures were taken of the coils at this visit The following day requests were made to our vendors for pricing and location of a replacement coil for your unit We received this information back on Monday the 22nd The report was made to our warranty company on that date We were advised that there was no mechanical failure to your unit and not to proceed with repairs We were sent out again on June 26th Again we forwarded pictures to your warranty company who again decided this was not wear and tear, and did not authorize Total Air Care, inc to make any repairs We do not make these determinations, the home warranty company interprets your policy with them and they notify us of what they will authorize Respectfully, [redacted]
Ms [redacted] , Total Air Care responded to your home on 6/18/ 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/ This was almost 1/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
Complaint: [redacted] I am rejecting this response because:Again, your company never recommended to the home warranty company that the central air unit be repairedTAC repeatedly repaired various items on the unit, refilled with freon several times, fixed leaks on coils (2) times and it was still leakingI paid $600+ for freon refill after freon was let out to repair coilsAgain, after coil repairs, there were still leaksI'm getting tired of going back and forth; we are both saying the same thing on each response Regards, [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
Ms [redacted] I can understand your frustration with your situation Total Air Care does not dictate when to charge for refrigerant or not This is dictated by your policy with your home warranty company After the leak was found in the coil, we received approval from your warranty company to replace your system The disputed charges were again dictated by your warranty company's policy and agreement that you had with them They determined what charges they were not covering and had to be passed on to you It is their policy that they do not release the equipment until the home owner accepts the non-covered costs We do not try to collect before we arrive to replace the equipment, but you do have to accept the non-covered cost with your warranty company before they will ship us the equipment Your warranty company is supposed to call you and explain this to you as soon as the decision was made to replace the equipment We were waiting to hear from them the you accepted the non covered cost and to receive the information on the equipment shipment I understand how easily you could think we not communicating, however we were in a holding pattern I hope your situation has been resolved with your warranty company [redacted]
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]
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 $ 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]
Mr [redacted] , I understand that anytime an air conditioner fails in the summertime can be a troubling time We installed a compressor in October of into the residence you currently own This work was done for the previous owner under their warranty company You contacted us in June of this year as a claim with your warranty company( a different one in which the work was done for the prior owner) accusing Total Air Care of installing the incorrect compressor This created a lot of confusion for your warranty company as well us our company trying to sort out both owners and both warranty companies, as we had all parties involved in this Both warranty companies were given all technical information of your unit as well as the compressor All parties agreed that this compressor was suitable for your application The compressor was found to be defective Total Air Care, as well as the distributor, honored the one year parts warranty given to the prior owner The new compressor was installed.Total Air Care hopes that your comfort needs have been taken care of.Respectfully, [redacted]
An apology for the exceedingly poor customer service, while appreciated, will not sufficeIt 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 minutes), and length of time to complete serviceI requested service May and the unit was fixed yesterday, June 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 recentlyI 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] ***
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,
You are not the home owner You are not the property manager You are the tenant of the home We arrived and assessed a issue at this home Another company had installed the incorrect fan motor on the unit We left and had the correct motor ordered The unit was disabled to prevent damage to the compressor All information on the length of time of repairs was conveyed to your property owner and property managerWe returned three days later and replaced the outdoor fan motor This was all within guidelines of the home warranty policy that the actually owners of this property purchased Since the service was purchase by the home owner, and not you, you have no valid right to ask for a refund or reimbursement of any sort I suggest you contact your property manager for these matters
[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] [redacted]
Total Air Care is responsible for the damage caused to your home We take full responsibility for it and will be hiring a contractor at no cost to you to repair the damaged items I also am glad to see that your system has been returned to its full capacity TAC will be providing you with the name of the contractor who will be contacting you to make repairs to the damaged areas.I apologize for the damage we caused, we will make that right with you