Total Comfort, LLC.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, my detailed reply appears below
The response from Total Comfort is not
accurate. (1) I was not asked if I
wanted to talk to a sales representative.
I was merely told he was “already on the way.” (2) Other than system evaluation, no work was
done before sales representative arrived(3) Only after a very aggressive
sales push was made by both the sales and service representatives, which was
declined, did the clearly irritated sales representative leave My trust in Total Comfort was seriously
eroded(4) It was after the sales representative left that service was performed
and coolant added, if in fact that was done(5) My initial communication of
the problem to Total Comfort was treated dismissively. (6) I never insisted that the loss of coolant
was intentional, but the way I was treated, I had to consider that possibility
(7) All subsequent follcommunications, sent by certified mail, to Total
Comfort and their Registered Agent have been ignored or receipt has been
refused(8) Total Comfort has made no attempt to communicate with me to
resolve this problem
Total Comfort has also failed to acknowledge
that my unit was working before they arrived on April 25. However, after the service, my unit did not
work and the cost of a redundant service call and pounds of coolant was
required to get it working again. (It is
now August and the unit is still working well.)
It seems clear that the lost coolant was either not originally added, or pounds were vented
off, either by negligence or deliberate act.
I’m willing to accept it was negligence, but believe I need to be
compensated for my loss I am also left
wondering if the $capacitor is just Total Comfort’s way of running up the
bill on an older unitCoincidentally (?) they claimed my furnace needed one
during last fall’s inspection. Maybe it
really did.
No part of my complaint or my loss has been
addressed, other than a refund of unused portion of my service contract
($112.50), which was not a part of the April event. Total Comfort’s customer orientation and
ethics have seriously declined over that last several service callsI still
believe a refund of charges associated with the April 25, call ($548.00)
is appropriate
Regards,
*** ***

On
dashed; border-bottom-">April 25th Total Comfort had a technician out performing a inspection for the customers routine maintenance plan and discovered that his unit was low on Freon as it had been every year for the last several years that we had been servicing this customerThe technician asked the customer if he would like it filled and stated that it would leak out just as it had in the past and wanted to know if he also wanted to talk with a representative about replacing the unit as well so that he would not need to add refrigerant every year and he stated yesOur technician proceeded to fill the unit with Freon and continued on with the maintenance and the sales representative showed up and the customer stated to the sales representative that he did not need him and that the technician already filled it upHe explained that it was not a permanent fix and that it would leak out as it did in the past and the customer said he did not want a estimate and our sales representative leftThe customer called and stated that his unit was not working and that he had another company out and it was low on Freon again and that we may have not filled it up like we charged him for or possibly we left the caps off and it leaked due to our faultI explained that we certainly would not have charged him for something that we didn't do and he didn't believe me and insisted that we did it intentionally. The customer never called us back to give us the opportunity to see if we made a mistake or not but instead just called another companyWe don't feel that we have made any errors and gave the customer 100% of what he paid forThe customer was refunded 50% of his maintenance contract $for the portion he did not use of the annual $and the maintenance agreement has been canceled.The $that the customer was charged for on the day of the maintenance was for $condenser chemical cleaning, $for 2lbs of Rand $for a Turbo start capacitorAll of these parts and services he has received and still using if he currently still has the unit except for possibly the Freon and it very well could have leaked out as it has done in the past

On April 25th Total Comfort had a technician out performing a inspection for the customers routine maintenance plan and discovered that his unit was low on Freon as it had been every year for the last several years that we had been servicing this customerThe technician asked the
customer if he would like it filled and stated that it would leak out just as it had in the past and wanted to know if he also wanted to talk with a representative about replacing the unit as well so that he would not need to add refrigerant every year and he stated yesOur technician proceeded to fill the unit with Freon and continued on with the maintenance and the sales representative showed up and the customer stated to the sales representative that he did not need him and that the technician already filled it upHe explained that it was not a permanent fix and that it would leak out as it did in the past and the customer said he did not want a estimate and our sales representative leftThe customer called and stated that his unit was not working and that he had another company out and it was low on Freon again and that we may have not filled it up like we charged him for or possibly we left the caps off and it leaked due to our faultI explained that we certainly would not have charged him for something that we didn't do and he didn't believe me and insisted that we did it intentionally. The customer never called us back to give us the opportunity to see if we made a mistake or not but instead just called another companyWe don't feel that we have made any errors and gave the customer 100% of what he paid forThe customer was refunded 50% of his maintenance contract $for the portion he did not use of the annual $and the maintenance agreement has been canceled.The $that the customer was charged for on the day of the maintenance was for $condenser chemical cleaning, $for 2lbs of Rand $for a Turbo start capacitorAll of these parts and services he has received and still using if he currently still has the unit except for possibly the Freon and it very well could have leaked out as it has done in the past

Total Comfort received a after hours call that her unit was not operating properly. The service technician went to the home after hours and found that the unit was completely covered in dirt not allowing the condenser to function properly. The service technician peeled portions of the matted dirt...

away and then chemically cleaned the unit allowing it to function at a much better level. The customer called the following day and stated that the unit was still not functioning properly and was advised that the service charge would be waved but she would have to pay for any additional repairs. The customer did not find this acceptable and stated she would find someone else to repair the unit.  She called back asking for a refund and was refunded the complete $[redacted] that she paid for her after hours service call.

Review: I have a service contract with Total Comfort (TC) for my HVAC system - older units, but functional. Semi-annual calls have become high pressure sales calls, not service calls, pushing replacement rather than service. During the April 25 call, the push was very aggressive. I clearly angered them when I declined and insisted they proceed with the service. There is a tiny detectable leak in my indoor coil, so small that the unit continues to cool from year to year, only requiring a single top-up of coolant to keep it functioning well into the next year. Prior to the April 25 call, we ran the air conditioner and it was working. After the April 25 service it was about 10 days before the weather warmed and we turned it on again. The indoor coil quickly iced over and cooling stopped. Reluctant to call TC, fearing an I-told-you-so attitude, I got a second opinion on May 26, 2016. The new serviceman found my unit quite low on coolant. He stated that coolant added on April 25 should not have disappeared that quickly. He also discovered that the caps had not been replaced on the valves and it appeared that one of the valves was not seated properly. Coolant was added, the valves confirmed to be seated, and the unit is again working. I called the TC Service Manager on May 27 to express my concern and state that I wanted my service contract cancelled, the fee refunded, and a refund for the coolant that I either had not received or had been vented off as a result of his serviceman’s negligence. He was dismissive, unwilling to take any responsibility. He asserted the coolant added on May 26 would leak out just as quickly, and the fault was not that of TC. I contacted him by certified mail after 20 days, confirming he unit was still working well. I got no response. Now, after over 7 weeks the unit is still working. I have attempted to reach the owner/registered agent, Timothy Knight, by certified mail (sent June 29), but he has so far refused delivery.Desired Settlement: I am requesting the following:

1) Cancellation and full refund of my service contract, paid by check on April 1, 2016 - cleared on April 19, 2016, in the amount of $225.00.

2) A refund of charges associated with the April 25, 2016 call ($548.00).

These are charges, totaling $773.00, for which I received no value.

Business

Response:

On April 25th Total Comfort had a technician out performing a inspection for the customers routine maintenance plan and discovered that his unit was low on Freon as it had been every year for the last several years that we had been servicing this customer. The technician asked the customer if he would like it filled and stated that it would leak out just as it had in the past and wanted to know if he also wanted to talk with a representative about replacing the unit as well so that he would not need to add refrigerant every year and he stated yes. Our technician proceeded to fill the unit with Freon and continued on with the maintenance and the sales representative showed up and the customer stated to the sales representative that he did not need him and that the technician already filled it up. He explained that it was not a permanent fix and that it would leak out as it did in the past and the customer said he did not want a estimate and our sales representative left. The customer called and stated that his unit was not working and that he had another company out and it was low on Freon again and that we may have not filled it up like we charged him for or possibly we left the caps off and it leaked due to our fault. I explained that we certainly would not have charged him for something that we didn't do and he didn't believe me and insisted that we did it intentionally. The customer never called us back to give us the opportunity to see if we made a mistake or not but instead just called another company. We don't feel that we have made any errors and gave the customer 100% of what he paid for. The customer was refunded 50% of his maintenance contract $112.50 for the portion he did not use of the annual $225.00 and the maintenance agreement has been canceled.The $548 that the customer was charged for on the day of the maintenance was for $183. condenser chemical cleaning, $125 for 2lbs of R22 and $240 for a Turbo start capacitor. All of these parts and services he has received and still using if he currently still has the unit except for possibly the Freon and it very well could have leaked out as it has done in the past.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, my detailed reply appears below.

The response from Total Comfort is not

accurate. (1) I was not asked if I

wanted to talk to a sales representative.

I was merely told he was “already on the way.” (2) Other than system evaluation, no work was

done before sales representative arrived. (3) Only after a very aggressive

sales push was made by both the sales and service representatives, which was

declined, did the clearly irritated sales representative leave. My trust in Total Comfort was seriously

eroded. (4) It was after the sales representative left that service was performed

and coolant added, if in fact that was done. (5) My initial communication of

the problem to Total Comfort was treated dismissively. (6) I never insisted that the loss of coolant

was intentional, but the way I was treated, I had to consider that possibility.

(7) All subsequent follow-up communications, sent by certified mail, to Total

Comfort and their Registered Agent have been ignored or receipt has been

refused. (8) Total Comfort has made no attempt to communicate with me to

resolve this problem.

Total Comfort has also failed to acknowledge

that my unit was working before they arrived on April 25. However, after the service, my unit did not

work and the cost of a redundant service call and 2 pounds of coolant was

required to get it working again. (It is

now August and the unit is still working well.)

It seems clear that the lost coolant was either not originally added, or 2 pounds were vented

off, either by negligence or deliberate act.

I’m willing to accept it was negligence, but believe I need to be

compensated for my loss. I am also left

wondering if the $240 capacitor is just Total Comfort’s way of running up the

bill on an older unit. Coincidentally (?) they claimed my furnace needed one

during last fall’s inspection. Maybe it

really did.

No part of my complaint or my loss has been

addressed, other than a refund of unused portion of my service contract

($112.50), which was not a part of the April 25 event. Total Comfort’s customer orientation and

ethics have seriously declined over that last several service calls. I still

believe a refund of charges associated with the April 25, 2016 call ($548.00)

is appropriate.

Regards,

Review: We purchased a new unit from Total Comfort. Less than a month later, we had issues with the unit. We had to call another company out to resolve those. Less than 18 months later, we are having more issues with the NEW unit. Total Comfort came out, charged a service fee for doing nothing but turning the unit off and on again. Stated if the problem happened again, to call them and they would replace what they GUESSED was wrong. Two weeks after the wasted visit, the unit has failed again. Total Comfort wants to charge additional fees for coming out. The part is covered by the manufacture. They want to double bill us for labor, even though we have paid for labor for the same issue that was not resolved.Desired Settlement: We are more than willing to pay the $180.00, less the $96.00 fee already paid. Total Comfort says we have to pay to the $180 in addition to the $96. for the service call, when no service was provided.

Business

Response:

From: [redacted]: [redacted] Complaint [redacted] .' .
"We purchased a new unit from Total Comfort. Less than a month later, we had issues with the unit. We had to call another company out to resolve those. Less than 18 months later, we are having more issues with the NEW unit. Total Comfort came out, charged a service fee for doing nothing but turning the unit off and on again. Stated if the problem happened again, to call them and they would replace what they GUESSED was wrong. Two weeks after the wasted visit, the unit has failed again. Total Comfort wants to charge additional fees for coming out. The part is covered by the manufacture. They want to double bill us for labor, even though we have paid for labor for the same issue that was not resolved. "
Dear Revdex.com,
Thank you for promptly bringing this complaint to our attention. It is our desire to address this as quickly as possible due to various incorrect statements given against Total Comfort. Please see our explanation In bold after each ofthe quoted Items from the above complaint.
• "We purchased a new unit from Total Comfort. less than a month later, we had Issues with the unit. We had to call another company out to resolve those.

Total Comfort Installed this new unit on 8/3/2011 and has no record or knowledge of
any problems with this new Install within the first month. We also had no knowledge
that any other company addressed problems with this Install. According to our
detailed service records we were contacted on 10/3/2011 at 9am with the customer
stating the heat was not working properly. A technician arrived at the client's house at
5:39pm on the same day and diagnosed that the heat Issue was due to the systems
refrigerant levels being overcharged. Before leavlng the client's house at 6:53pm the
technician corrected the refrigerant levels and tested the system for proper operation.
We did not charge any fee for this repair due to a full one year warranty on the Install.
learning now that the client had another company work'n, on the system, there Is no
way for us to know If the refrigerant levels were offdue to something related with our
Installation of the unit or due to work that the other company performed
• "less than 18 months later we are having more issues with the NEW unit."
We have been to the client's home on multiple occasIons, not Just for Issues. Please
see the [redacted] service tickets for details on each date of service. 8/3/2011: Install of new system 10/3/2011: service call for heating system at no charge to the client 12/07/2011: Heat Routine Maintenance checkup at no charge to the dlent 5/21/2012: AC Routine Maintenance checkup at no charge to the client 5/31/2012: service call for blown fuses at no charge to the client 6/04/2012: service call for blown fuses at no charge to the client
.'
6/08/2012: return trip to replace parts related to blown fuses at no charge
12/1Z!Z013: service call for no heat, $** diagnostic charge to client

The most current heating Issue with the system occurred 28 months and 9 days after the date of Installation. This system's warranty Is clearly outlined on the New System Proposal as 10 year parts covera,e and 2 year labor coverase. The labor for any repaIrs after 8/3/2013 Is not covered by warranty and Is at the expense ofthe client.
• "Total Comfort came out, charged aservice fee for doing nothing but turning the unit off and on agaln.~
J
./ The system was off when arrlvlng,at the home. The technldan turned the system on and found the blower motor hot comln. on In the Indoor unit but the outdoor unit was running. He then found a fault code flashing. This code was showing there was no communication to the blower motor.
The next diagnostic step for this problem was taken; all wlrln. connections were
checked and found to be that. After that the circuit board was visually inspected for burn spots and/or damqe and none were visible.
Once the proper steps were taken the technician turned the system back on. It started and ran with no Issues. He then cycled the syStem 4 times with no further Issues and the system tested as functlonln, properly.
this process narrowed the problem down to one oftwo thlnp. There was either a loose wire or connection that had been corrected while checkln, the wiring or It was a cIrcuit board having Intermittent problems. Not able to duplicate the problem agaIn the technician explained this to the homeowner and both aBreed at that time If the problem happened 8181n we could return and replace the circuit board.
There Is a standard DiagnostIc charse of $96.00 for all service calls that are not under labor warranty. This fee was to travel to the client's home and spend as much time needed to diagnose, or figure out, any Issues with the system, determine what Is needed to repair the problem, and test proper function of the system afterwards. This fee was quoted to the client over the phone before setting up the appointment and golnC to perform any work. We were at the home for 50 minutes plus travel time to perform this service.
• "Stated if the problem happened again, to call them and they would replace what they GUESSED was wrong,"
Notbeing able to duplicate the problem, the technician explained this to the
hom,bwner and both agreed that If the problem happened again that It would
confirm an Intermittent problem with the circuit board. The technician WIS not
guessing as to what was happening with the system, he was following through with a
two part diagnostic process to conflrm tne problem•
....
• "Two weeks after the wasted visit, the unit has failed again. Total Comfort wants to charge additional fees for coming out. The part Is covered by the manufacturer. They want to double bill us for tagor, even though we have paid for labor for the same issue that was not resolved.
We received the client's call on 12/26/13 liIInd Immediately reserved 8 time for our technIcian to be at the client's home the same day. Knowing from the previous diagnostic what part needed to be replaced we located, the part and picked It up. We left a volcemall Informing the cUent of the $180.00 labor fee to Install the part, ensurIng the problem was rectified.
The homeowner called us back on 12/26/2013 statl"l that she wanted the original $**.00 deducted and we reminded her that the diagnostic chars. Is different from the part labor and that the labor for the repair was not covered under warranty by the manufacturer. I then Investigated the entire process, called her back and left a volcemall stating we could not reduce the labor price of $180.00 and to please call our office If she stili wanted the appointment time for our technician to replace the part. We never heard back from the client untll this letter from the Revdex.com.
There Is also a discrepancy on the complaint about purchase price of the new Install. The Initial purchase price final investment was $6831.00 not $8400.00. Please see the Original sIgned proposal copy to verify purchase price and that the warranty type was known up front. In the options section the homeowner, by choice, reduced the warranty to 2 years on the labor to save money, $[redacted].00 total savings. It was known up front that had they kept the 10 year labor coverage there would be no fees at all in the event of a functional part failure for 10 years. Desired Settlement: "We are more than willing to pay the $180.00, less the $96 fee already paid. Total Comfort says we have t9 pay to the $180 In addition to the $96. for the service call, when no service was provided."
It is our position that this complaint has no merit and should not be allowed to be registered. However, please know that if the Revdex.com disagrees with our position and the complaint Is registered, we are prepared to make the repair as the client requested [redacted] and allow them the hire another company to make the repair, whichever the client prefers;' .
Obviously we would be doing this only to be sureit is a 100% resolved Issue and the clIent is happy,
[redacted] Ie: [redacted] for the new Installation Service ticket explaining the problem and necessary action to solve the issue.
"
Thank you in advance for revlewlng this information and I look forward to hearing from the Revdex.com regarding their position and action being taken as soon as possible.
Sincerely and Respectfully