Total Air Care

I used the online Total Air Care system to schedule an appointment saying what needed to be done: replace the insulation around the refrigerate line be replaced and the A-Coil inside be cleaned. Total Air Care phoned to schedule. The lady calling was aware of what we had asked to be done. When asked for a cost estimate, she had us hold for a while and returned saying it would cost $80, the minimum cost for them to come out, plus any parts that might be necessary. She said the $80 would include ½ hour of labor. We were given a 4-hour window for service on January 28 from 10 am - 2 pm. At 1:57 pm I have an email saying they were on their way, and at 1:58 pm a phone call saying they were at the condo gate. I led the two men in a van to condo, taking about 5 minutes. When I asked if they had everything they needed for the job, they said they were not aware they were supposed to do anything except an $80 inspection. They said they could not start work until they had a cost estimate from their boss. We told them about the $80 estimate and what they were to do. They spent the next hour outdoors calling, texting, and emailing on their phones. I kept asking why it was so hard to get their boss. From 223-228 pm I was on the phone with our realtor saying the Total Air Care technicians had been at the condo for 25 minutes and were still talking on the phone, texting, etc. At 3 pm they came to the condo door, saying it would cost $249. $80 was for coming out (and supposedly a half hour of time) and $179 for replacing the insulation and cleaning the A-coil. I expressed consternation that this was three times the estimate. They said that if I did not pay, they had to leave. Of course, this was New Years week and we had to get the work done. They said their boss said that was the cost and I had to pay in advance by cash or credit card or they would leave. I reluctantly agreed to pay with a credit card, because, although I knew replacing the insulation outside was a minor job, I did not know if they were going to bring up specialized equipment and spend a lot of time cleaning the A-coil. The credit card charge was at 3:05:52 Eastern time. He also had me sign a paper copy. Five minutes later, one of them entered the condo with a rag and spray bottle. We were on the balcony to avoid Covid contact. 15-minutes later, he left, and when we went out to see what was happening, the van was gone. Basically, we were charged an extra $179 because the two technicians were phoning and texting friends and surfing the internet. They completed their work in 15 minutes, but were there an hour and 20 minutes. We complained to the company, and after about 10 days they said they would be willing to credit us $50. We said 'no". We will never deal with this company again.

Company came out a total of 8 times in the span of six months without ever fixing the problem. We ended up using a different company after racking up a hefty bill and they fixed the issue on the first visit.

Total Air Care has been very incompetent and negligent in repairing my home A/C unit. I have been dealing with the company for nearly a year now. They have been out to my home 6 times within the last month. To date my unit is still not working and temperatures are over 90 degrees easily in my house. They have been to my house about 10 times with the past few months and constantly conclude completely different diagnosis and usually a different technicians every time meanwhile collecting a $75 deductible nearly every time as well (currently with home buyers program who sent out Total Air Care). During the last visit (3 days) ago, the tech stated that I needed a new damper motor replacement however the part would not be available until Monday (follow up repair call at that time was on a Friday). He said he would temporarily fix it until he was able to get back out with the part. He apparently removed a safety mechanism while diagnosing a repair and did not replace it properly, in which my A/C unit (in the attic) overflowed in the attic which caused severe water damage to my ceiling. There was water dripping from the ceiling and onto my carpet and hardwood floors which are now damaged in spots. There are currently water bubbles and numerous brown spots/stains on the ceiling. They had another tech to come out (2 days later) for another repair call and to see the damage. After speaking with a Total Air Care manager today, they refuse to take responsibility/pay for the damage that was caused to my ceiling. This is also possibly an electrical issue. According to the manager at the company, he said because I personally can’t prove or didn’t see the tech remove the part and leave it off, that the company is not taking responsibility for the damage to my home. And again, my unit is still not working. The actions of Total Air Care is completely negligent on their behave. The customer service I received was one of “ole’ well, we didn’t do it so I don’t know what to tell you”. I have called around to other companies for the assistance however no other company wants to be liable for ToTal Air Care’s mess. I feel Total Air Care needs to admit their faults and make it right for their customers. I am stressed, disappointed, and frankly angry about how I have been treated. I have no intentions of ever using their services again and would absolutely NEVER recommend them to anyone at all!

Just spent a horrible week trying to get Total Air Care to repair our A/C. Assigned to us by AHS (American Home Shield) Warranty. Poorly trained technician, horrible customer service. 1. Three days to come out the first time 2. Technician found the problem but didn’t write down the part number to be ordered 3. We couldn’t get anyone at the company to respond to our emails or phone calls. 4. Eventually, we were told we’d have to make another appointment the following week to have the technician come back out and get the part number from the outside condenser box. Instead of just sending him out to get it! We sent emails and left messages for a supervisor, any supervisor, to step up and help by sending someone out before close of day to read off the number and get it ordered. No response from anyone. 5. Hot weekend. No A/C. 6. One week gone since first contact. Called them Monday morning. No, they hadn’t gotten the part number to order. Need another appointment. Then they would order part, then we make another appointment to have it installed. We cancelled the work order through AHS. 7. Called another local company, Cool Wizard, who came out that very day and installed the new part the next. They are great and we’ll use them exclusively from now on. 8. Cancelling our AHS warranty. Not the first time we have been assigned cut-rate services/vendors and ended up finding a better company ourselves and paying out of pocket. Might as well save the warranty costs.