Ramona S Nrx
map-marker Jacksonville West, Florida

AC unit not cooloing and making load noise

Updated by user Jul 08, 2019

Monetary Loss: $5,000.00 not $5.00

Original review Jul 08, 2019
06/11/17 First American Home Warranty called they sent Total Air Care and the nightmare began. First tech arrived at 7:30pm did nothing but add Freon and left, 2nd tech installed contact switch and burned out circuit board in attic, 3rd tech replaced circuit board and turned unit on which burnt circuit board again, tech stated prior tech installed contact 24v switch to 240v which shorted out board.

4 tech installed new board unit didn't turn on tech stated it will turn it self on within 3 hours and left, 5 tech replaced contractor and burned out circuit board, new board needs to be ordered.
I showed them the thermostat error reading that states "IN RECOVERY" hand book states it may be condenser or heat pump but tech's didn't check condenser or heat pump. I live in Arizona and the temp has been 103-112 degrees.

I have been forced to seek shelter elsewhere from the heat and First American Home Warranty and Total Air Care are not taking responsibility for the AC unit.
The AC unit is still not working and as I write this complaint, I have been on hold trying to schedule recall appointment with Total Air Care for the past 30 minutes. First American Home Warranty is fully aware of this issue and has failed to compensate me for shelter.
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Loss:
$5
Cons:
  • Dishonest actions
Reason of review:
Work Experience or Job Application

Preferred solution: Let the company propose a solution

Debra Cho

They should take CARE out of the name

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This company was sent to me through my home warranty company so I decided to use them for A/C and Duct replacement. The work they did was fine it’s the after service care that’s rotten. My system has an energy rebate which requires the tech name/ code which I don’t have. It’s been 2 months and I have not received those forms yet. I’ve spoken to every department but they wouldn’t put me through to any management. I will never recommend this company.
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Pros:
  • Speed of completion of work order
Cons:
  • Difficult to get to customer service when called
  • Being passed from person to person on phone
  • Poor service and incompetent help
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Stacey S Uog
map-marker Jacksonville West, Florida

Incompetent Technician

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Updated by user Jun 30, 2019

No

Original review Jun 29, 2019
On 16 Jun 19, our blower fan in the attic shelled out rendering our central air conditioning inoperative. American Home Shield (AHS) contracted with Total Air Care (TAC) and TAC contacted us on 17 Jun 19 to schedule a diagnostic appointment.

They could not get us in until 20 Jun 19 even though we explained to them that my wife is 2 months pregnant and we have a 2-year old toddler with expected Black Flag heat index days. Our time appointment came and went on 20 Jun 19 and we called TAC after the technician missed his window. The scheduling department had mis-scheduled us for 12 AM to 4 AM instead of 12 PM to 4 PM and rescheduled us from 2 PM to 6 PM. After the technician missed his scheduled appointment again with no notification, we had to call after hour care.

They got in touch with the technician and he eventually diagnosed our unit at 845 PM on 20 Jun 19 and placed an order for a blower fan. On 21 Jun 19, we followed up with AHS and TAC parts department for the part order. After several failed attempts getting an estimated timeline from personnel, we finally got notified the part was received and that a technician could come out on 25 Jun 19 to install the part. After we informed the scheduling department that this was a priority order and battling through multiple levels of red-tape, we received a new appointment on 22 Jun 19 for installation.
On 22 Jun 19, a TAC technician arrived during their prescribed window looked at the AC unit and informed us that the wrong parts were ordered on 20 Jun 19 and they would have to order new parts that would not get reviewed until Monday.

My family at that point moved into a hotel because it was over 90 degrees in our house and was posing a safety risk to my pregnant wife and 2-year old. On 24 Jun 19, we followed up with AHS and TAC parts department for the part order. Again after several failed attempts getting an estimated timeline from personnel, we finally got notified the parts (blower fan and motor) were received and that a technician could come out 1 Jul 19 to install the part. After we informed the scheduling department that this was a priority order and that we were currently living in hotels due to their error, battling through multiple levels of red-tape, involving AHS and several calls, we received a new appointment on 28 Jun 19 for installation.
On 28 Jun 19, a TAC technician arrived during their prescribed window, installed the blower fan and motor over a 3 hour period, informed my wife the blower fan was running, and left without taking a temperature or pressure reading from the air duct.

After running the unit for 5 hours, the temperature remained at 88 degrees in the house (no change from when the technician left). There was weak to no cool air flow from the ceiling vents. We attempted to call TAC after hours service and could not reach them. AHS attempted to call TAC and could not reach them.

On 29 Jun 19, the AC unit had been running for 18 hours and the temperature remained at 88 degrees in the house. AHS and I attempted to call TAC again to resolve the issue and could not reach them. At this point, we informed AHS we wanted to move to a different contractor. The new company responded with an emergency work order within 2 hours and was on site within 3 hours.

The technician informed us that the motor was mis-wired causing the condenser unit to freeze.

He re-wired the motor and checked air pressure and temperature coming out of the vents with us. We have not had a problem since he left.
Note: I have attempted to contact TAC multiple times during the process to try to resolve our issue informally through phone call requests to management and through formal email means to their information/customer service department to no avail.
BBP Compliant #1365****
View full review
Loss:
$517
Cons:
  • Poor customer service
  • Poor service
  • Poor service and incompetent help
Reason of review:
Bad quality

Preferred solution: Reimburse hotel fees due to technician incompetence

Resolved
David R Kss
map-marker North Charleston, South Carolina

Resolved: Nightmare

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Updated by user Sep 09, 2019

They finally fixed it, after 75 days of incompetence and arguing. They replaced the compressor with the same model they used before that didn't work but this tech was able to get it going. The other tech must have made a mistake.

Original review Aug 08, 2019
After 7 weeks they still haven't fixed the AC. First visit they left after 5 minutes and said nothing was wrong. The house was 85 degrees. Then, they found the compressor was bad. Three weeks later and after I paid for new coolant, they installed the compressor. The coolant all leaked out and the AC still doesn't work. Then they came out without any equipment and said they wouldn't work on it because there were fleas in the yard. Nobody else there had an issue. Can't reach the company and they won't come out.
View full review
Cons:
  • Everything about this rip off company
  • It took over a month for them to fix the air
  • Never answered phone
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

David G Fla
map-marker Jacksonville West, Florida

Three weeks without ac at our home form 7/25 to 8/16/19.

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Total Air Care was assigned a repair for our ac in 3/19 by AHS Inc.The technician was authorized to install an interim fix which included the wrong air handler and an electronic swap card to trick the air handler to think it was an OEM part. This failed on 7/25/19 and AHS assigned another firm to diagnose the problem. They identified the problem but refused the work because they have had past problems with TAC in the past. AHS then took several days to reassign the repair to TAC. It took five additional visits before TAC ordered the correct parts and they were installed on 8/16/19. I spoke with many individuals at TAC including customer service and the various technicians that were sent to our house. All agreed that they were at fault but none seemed to have the authority to fix the problem with the OEM parts. At last their lead service technician was able to get the parts ordered and one of their best techs installed the correct parts on 8/16/19 and the ac is working just fine. I subsequently contact TAC to ask them to reimburse and compensate us for the money and suffering we were subjected to in the amount of $300.00. So far I have heard nothing from them. I have also sent AHS a review that said I will not ever accept them as company assigned to fix our ac. In short, and while many of those I contacted in customer service, parts and the technician were all very professional and wished to help, it is my judgment that senior management has created too may hurdles for them to overcome. This company's owner, Mr. Michael Niquett and his senior managers in the customer service department, the parts department and technical management department have implemented policies that do not all their staff to quickly resolve.
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Loss:
$300
Reason of review:
Poor service from all of TAC's departments

Preferred solution: Full refund

SHEILA O Ycs

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Greer, South Carolina

14 visits

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My AC went out in April of last year. They came to repair my AC 14 times. It was October before my AC wa fixed. I had to pay $450.00 for a part and still was not fixed. This company is a fruad along with some of there Tech. One of the Tech got my debit card infomation and tried to use it. Thank God for my bank catching this. I advice never get a home warranty that uses Total Air Care.
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DanielBruno
map-marker Madison, Florida

Not responsive

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Had AC issue, called my home warranty company. We have an issue where out AC underperforms essentially the first time each year when it gets really hot out (95 or so) and the air, even when set to 73 wont get below 77. TAC called a couple days after service requested and sets an appointment for 8-12 3 business days later. They show up at 2. No calls indicating they may be late etc. I call to find out what is happening. 20 minutes on hold later, someone answers the call. Say they are not sure, but the tech was scheduled for 3 appointments that morning when they should only have 2. Again, I have to call to get this information. Also, in the future I should email so I don't have to wait on hold. Anyway, he shows up and I describe the problem. He pokes around for 30 minutes or so and then says my coils are dirty and do I want to pay them $95 to clean them as this is not covered under the warranty. Despite my best judgment I agree to pay. Why? Because if I clean the condenser myself, the AC still won't work properly. At least if they do it they cannot then complain that it's becsue I did not have them do it. Sure enough, next day the AC is underperforming. I send an email the following day just to make sure it is still underperforming. I emailed as recommended this time to avoid the 20 minutes on hold. We set an appointment for the following Wednesday in the 8-12 block again. I ask to be first on the schedule so that the late showing does not happen again. The dispatcher agrees. Wednesday comes. No one shows. In the meantime my service rep at the warranty company has contacted and stated it is probably best for her to handle communications with the contractor going forward. When I then advise her that the company never showed up, she recommended I find another service provider. The other service provider comes and finds several issues, all of which should have been obvious to a technician who inspected the system. Blower door not seated properly, filter connection not seated properly, dirty filter, and tears in the insulation around the ductwork. After repairing the door and filter connection this technician from another company tested the AC system and found that the air split was not in proper range. Contacted Total Air afterwards to ask for money to be refunded. They give me a story about why they were late the first day and apparently why they just chose not show up the second day which involves them firing a technician and all their other techs having too much work because of that. Then they claim because physical labor was performed (I am dubious it was actually done and did not witness it) they could not refund their charges. They also complained about calling another tech (even though they decided to no show for the follow appointment and responded to that by calling 5 days later and asking if I wanted an appointment after the other company came and finished the work) and how that tech couldn't be trusted to properly deal with issues and he would try to jack the price (even though the other company charged less to do more than TAC did). Anyway, if you're with FAHW you probably don't have a choice with these guys but watch them like a hawk and definitely pay with CC or check (I am challenging the charge). If you are just finding someone to call, DO NOT CALL TOTAL AIR CARE.
View full review
Loss:
$170
Cons:
  • Take many technicians and many times to come out
  • Entire company
  • Poor service
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Baton Rouge, Louisiana

Total rip off the technicians unexperience /unprofessional

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They charge me for evaporator coil they said was bad..The AC was doing the same thing... (For a Peace of Mind and Not Going to Jail) Just use another company you have been Warn!! *Remind you they came back 3 different times 3 different people..* Same type of *** I just called another company to fix it. And i,m taking them to court..
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Reason of review:
Bad quality
Gregorio Grs

Broken Compressor - 3 TIMES THIS YEAR

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This is the 3rd time the compressor has broken this year on a 7 year old AC (they always tell me the unit is old and I need a new one, but I've lived in placed with 20 year old units). I have a home warranty company and they will only go thru Total Air Care.

First time it went out in March, they charged $650 for Freon and it worked for 4 months. It broke again in July and again they charged $650 for the Freon (the warranty company agreed to pay it that time).

This time, the compressor worked less than 2 months (broke in late July) and they are demanding another $650 for Freon.

They either aren't installing the compressor correctly or they are intentionally scamming me. Either way, I will tell anybody and everybody who will listen NOT to use Total Air Care.

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Loss:
$1300
Cons:
  • New compressor only lasts 1 to 4 months
  • Wait too long for appointment
Reason of review:
Damaged or defective

Preferred solution: Deliver product or service ordered

Richard L Mzs
map-marker Northeast Cobb, Georgia

Didn't receive a W-2

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I worked for the company in October 2018 for a few months. I had to leave the company because they had me driving all over GA and SC 7 days a week from 6 am to 10 pm. I've requested my W2 several times, but I keep getting the runarounds. Can someone please help me because I need to file my taxes so I can take care of my kids?
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Cons:
  • Wait too long for appointment
  • Broken appointments
Reason of review:
Problems with payment

Preferred solution: Report Company to IRS

VJ D
map-marker Augusta, Georgia

Horrible Service

I have contacted Total Air Care to repair my ac 3 times in exactly 1 week. I live in GA, where the temps since Jul have ranged in the upper 90s to lower 100s. The temps in my house have been almost as hot as the temps outside. The 1st tech was scheduled to come between 9:00 - 12:00 (8/6/19), he actually showed up around 2:00. He stated there was a small leak somewhere that required repairing as well the unit being low on Freon. Supposedly the repair was made and Freon added for a cost of $90.00. The air worked approx. 1 hour. I waited to see if the house would cool down as my unit had been out about 5 days. I called the emergency number to request a return fix around 9:00 pm. No one answered or returned my call. The next morning I called to find out when a tech would be coming back out. The rep that answered the next morning I told her I had actually called the emergency number the night before. She informed me that she was actually on call the night before when I called and she knew for a fact I did not call. I gave her my number and she said oh yeah I see your number but my phone crashed. I inquired as to why my call wasn't returned and she said I was just going to tell you to call tomorrow anyway. Well 2nd appointment was scheduled for 8/9/19 between 10:00 and 1:00 again the tech didn't show until 4:00. The 2nd tech couldn't figure out exactly what was wrong. The problem could be 1 or 2 things. The 1st could be Freon was installed with ice in the unit when the Freon was installed and the Freon leaked back out. The 2nd could be a bad valve or switch. There was more Freon added and a new valve or switch will be ordered. The air worked from 9:00 pm on 8/9/19 until yesterday 8/14/19, 5 days. After the 1st tech cam out I contacted my home warranty company to request again that Total Air Care never be contracted to my home as I have had this same problem with them for the past 2 years. I contacted Total Air again this morning 8/15/19 to get a tech out to repair my ac only to be told they couldn't schedule a tech until AHS approved the new part. I asked when the request was sent to AHS in order for me to follow up with them. To my surprise the diagnosis from 8/9/19 and the request for the valve or switch has never been forwarded to AHS. I am beyond frustrated with Total Air Care and would NEVER EVER USE THEM AGAIN!! Now I have to either purchase window units or go independently and have a company on my own. At this point I am fed up with Total Air and AHS.
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Loss:
$1000
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Kimberly C Yrs

Air conditioning problems

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Dead Dead Dead I have called since August 26,2019 with air conditioning problems and today is September 12,2019 and still without service !!!! Call on a Thursday dont hear from noone until maybe Monday then no available days until Wednesday then 2 days later the same all over again. With this being said I am the one without air conditioning again always !!!! It sad but it doesn't pay to have home warranty when you cant get the service to work properly for maybe1 day!!! I am so fed up with This
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Natalie B Fmt
map-marker Jacksonville East, Florida

Hire these folks if you want to work with crooks!

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Where does one start with this company to except say they are TOTAL CROOKS.......over 10 weeks we have been without air in record breaking temperatures because of these crooked unprofessionals. A warranty claim was filed through our First American Home Warranty. Of which it took Total Air Care 11 days to get someone out to even look at it. They discovered we needed a new evap cool. Advised us they would turn that into warranty company and would be back ina few days to fix but they would call to schedule the time. Days went by to follow up and they claimed they didn’t have the paperwork from technician which i later learned was a lie.......we called everyday attempting to find out had they notified our home warranty company. Each time being placed on hold for 45-60 min before speaking to someone or being disconnected multiple times. Then once they did two weeks later.....they tell the home warranty company the original part was not available and modifications had to be made to the unit to repair that would cost us out of pocket $609. I knew that was a total lie because i Had already found out the evap coil from manufacturer was readily available and the cost......them our warranty company attempted to back us and told them they had to use the original part. Total Heat and Air then lied to the home warranty company leading them to believe that modifications would have to be made to replace original coil with an original replacement part. We hired a independent reputable company to come evaluate and put in writing that this wasn’t the case and the part was readily available........probably over 14 hours of hold time, arguing, you can’t speak to a manger you can’t have the technicians phone number you can’t speak to the same person no return calls the list goes on.......finally first american ordered the part and the fight begin to get it scheduled and in......we are on week 11 i believe maybe longer. They schedule between 12-4 to come out. We take off work, my son doesn’t go down for a nap. 4 pm rolls around no repair person. We call......spend an hour on the phone to be told they can’t call him only email and eventually we will get a call......”eventually at 5:10 pm he calls to tell me he’s on his way. Then we got a text from a number you can not respond to that says they will arrive at 8:45 pm......yup you read that right. They show up at 8 pm who does that??????? Then continue to work on the unit till 10:45 pm. We let them only because it would be weeks before they returned had we not.....i felt incredibly bad for the technicians as clearly they need a job and have to work for these Bafoons. Not to mention they have more than A 2 hr drive home....:. The previous technician the same thing.........at this point we will be hiring someone to inspect this job to ensure it was done correctly. We certainly will be filing in small claims court, better business bureau and anywhere else to show these folks they can not treat customers this way.....they are scammers and literally require their technicians block their numbers so people can’t call or get in touch. You can not speak to a manager. Nor will they call back. Their telephone staff is rude as all get out. It’s a shame that these people can get away with what they have gotten away with thus far. If you value your time, money and house . Do not allow these folks to do any work for you. You will be greatly sorry.
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Michael M Zbj
map-marker Anna Maria, Florida

The worse company in the business

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This company was sent to me via American Home Shield. I believe they are hired to report what the warranty company wishes them to report. Two different service reps were sent to review my air conditioners. First rep Abe was horrific , totally non professional, not creditable, no real knowledge , sleazy attitude, said he need to write the report carefully so he did not get in trouble with warranty company. Beware all......avoid this company. no report sent to warranty regarding my issues, so no progress as my home was being ruined by leaks due to air conditioning. Numerous calls to both Total air Care and AHS and no calls back to me or action. About a month later they sent Chris another incompetent representative. Chris actually lied to us, stating our claim has been denied and wrote a quick report stating he wrote only exactly what his boss tells him to write! This company is bad folks. Not honest, not professional, not urgent, no customer service whatsoever, no return calls , nothing done by either rep after one month yet my house continue to leak. Reported all to AHS, hoping they will see the light. The worst non professional, dishonest company I ever had to deal with and only did so because AHS contracted them. PLEASE AWARE. Avoid them, read reviews!!!
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Loss:
$15
Reason of review:
dishonest reps

Preferred solution: Let the company propose a solution

Lily Eng

Laziest most useless company

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If I could rate a 0 I would. I have NEVER wrote a bad review before in my life but this place is very deserving. I have been sitting here since 7 am at our house right by the window. Our appointment was from 8am-12pm. Car in the driveway. We only have one Driveway that leads straight up to our house. My husband missed a call from them at 9am because he was in a meeting. Called them back immediately and have been on the phone with them for about 2 hours. After many hang ups by the employees and just straight up not answering we finally got in touch with someone who told us that we missed our appointment. This is the 3rd appointment we have had that ended up with our air conditioning still broken. But this time they were just too lazy to even show up. Never once drove into my driveway, never once knocked on our door, NEVER EVEN SHOWED UP BUT SOME HOW WE MISSED OUR APPOINTMENT???!!! I would not recommend this company to even the devil himself
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered