Complaints

This profile includes complaints for Total Appliance & Air Conditioning Repairs, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Total Appliance & Air Conditioning Repairs, Inc.

  1015 SW 10th Ave Hallandale Beach, FL 33009-6743

  
• 

  Total Appliance & Air Conditioning Repairs, Inc.

  PO Box 70 Hallandale Beach, FL 33008

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Request for $596.46 Refund from Total Appliance (Total)RE: Service contract #****** Nov 17, 24 -Nov 17, 25.I am asking your help to get a $596.46 refund from Total due to their failure to fulfill the terms of my service contract and unauthorized removal of a critical component from my ******** Dec 2024, I asked Total to repair the oven in my stove. Technician arrived mid-Jan 2025. He inspected the stove and told me that a replacement part was needed, for which I was charged $56.66. Two weeks later, he returned with the part, only to realize it was incorrect. Another two weeks later, he arrived with what he believed to be the correct part, but after further inspection, told me that the control board is faulty. He informed me that replacement control boards were not available. As a result, no new part was installed, and my oven remained non-functional.After technician left, I inspected the back of the stove to take a picture of the control board in hopes of finding a replacement myself. To my surprise, the control board was missing.On March 11, 2025, I spoke with ****** *****, Total Service Manager. Over the phone, ****** acknowledged the issue and confirmed that the technician had indeed taken my control board. He assured me that the technician would return the part immediately. Total technician did not return my part, and ****** ***** has since stopped responding to my emails and calls.Summary:1. Total failed to repair my stove.2. I was charged for parts that were never installed ($56.66).3. Technician incorrectly stated that replacement control board is not available.4, Technician took my control board without my authorization.5. Total acknowledged the unauthorized removal but has failed to return my part.I no longer feel comfortable allowing Total staff into my apartment. I am requesting a $596.46 refund for: Service contract fee: $381.23 Parts not installed: $56.66 New control board (Part #****W1N012A **********************************): $158.57

  

  Business Response

  Date: 03/27/2025

  ****** ***** informed me that the parts refund has been submitted to accounting.  I have submitted for refund of service contract based on our refund policy.  If he had other call NOT associated with the stove he will be charged for those and will be deducted from any refund due.   

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23096654
  
  Thank you for the refund for the parts you did not install.
  Thank you for the contract refund plan.
  

  I am rejecting this response because i rekvest the part ***** from my stove to be returend to me. This is my property ***** from me with no autori sati on and not returned yet. 
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 04/08/2025

  I am glad we were able to satisfy your other issues, unfortunately we disposed of the old non-working board.  There is nothing else I can do.  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23096654
  
  I am rejecting this response because:

  I was very surprised by your statement:
  we disposed of the old non-working board. There is nothing else I can do.
  I find this confusing for several reasons:
  - If the board was indeed non-functional, why was it removed from my stove and the service ticket marked as resolved? This suggests the issue was considered addressed, yet the stove remains inoperable.
  Separately,I was informed by both ****** ***** and the technician that my board was still in their possession:
  - ***********************, Total Service Manager, told me over the phone that he had spoken with the technician, confirmed the board was still with him, and assured me it would be delivered by the end of the day.
  - The technician did arrive that day but stated the board wasnt in his vehicle. He then committed to returning it the following morning.
  There is something you can do:
  - By removing my board without authorization, you've rendered my stove unrepairable.
  - If the board is now lost or discarded, it should be replaced at your expense.
  Bottom line:My property was taken and not returned. It is your responsibility to either return it or provide compensation through a replacement.
  I appreciate your immediate attention to this matter.
  Sincerely,
  ****** **********

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with the company which i pay annually to repair any item that is listed in the contract. Two and a half weeks ago my air condition did not work. i called the company and they came three days later on a Friday to tell me that they have to take it to fix it. They picked up the air conditioner three days later. it has been more then week and i did not got it back. After calling several times they brought it today install it and left. The air-condition is not working. The company breached the contract and not did not comply with the service specified in the contract.

  

  Business Response

  Date: 02/20/2025

  The unit was removed and needed extensive repairs.   We repaired leaks, replaced the compressor, and the control board.  The control board was actually not a covered item, but we didn't charge Mr. ************ The items were covered under the contract.   After we re-installed the unit, the tech said it was working fine.   Something may have happened after we left, the customer called us and complained but refused service.  We were not given an opportunity to look at the unit to see what the issue may have been. I will not authorize the paying of a bill from another company as we were not given a chance to fix it.  We invested a lot of time, energy and money in fixing his unit.    

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22959896
  
  I am rejecting this response because: TOTAL TOLD ME ON THE PHONE THAT THEY INSTALLED THE AIR CONDITIONER IN PERFEFCT CONDITIONS . i ENCLOSE PICTURES AND INVOICE THAT I HAD TO HIRE AND PAY A TECHNITIAN TO REPAIR THE POOR INSTALATION   OF THE EQUIPMENT. THE PICTURES TAKEN BY THE PERSON WHO REPAIR IT CAN GIVE YOU THE EXPLANATION.  BESIDES WHO IS  GOING TO PAY FOR THE 2 WEEKS WITHOUT AIR CONDITION WHICH AGGRAVATE MY WIFE HEALTH.
  
  Sincerely,
  
  Nusen Beer

  

  Business Response

  Date: 02/24/2025

  We ran the unit for a few hours in our shop and it ran fine.  I doubt a customer service writer would say we installed it in perfect condition.  It is possible while reinstalling it maybe something went awry but you never gave us a chance to look at it and see the issue.  You refused to let us come out; YOU REFUSED US.  I am sure we could have fixed it and saved you a huge bill that we think was too high.   We tried to make it right and refused to let us service the unit.  We did not authorize you to hire an outside tech and therefore we are not liable for the bill.  I am sorry.  

   

   

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22959896
  
  I am rejecting this response because: it is not true. I could not wait one week more till they send somebody. The girl asked me If I want to make a new appointment which is usuaaly take a few days. I ask for a supervisor left a message I never got a call back till I made a claim with you.
  
  Sincerely,
  
  Nusen Beer

• Initial Complaint

  Date:11/29/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  City of ***************** permit ***** came to inspect installation of air conditioner. They said my "breaker" was not code as it is 30 and I need a !%. This was 11/13 24. Total was notified & said they would order the part. Every week, they tell me it's coming. Today, they sent a repair man to fix the issue but he had no breaker and did know anything about it!!! ****** ******** was who I spoke with. As long as Total has been in business, they should know that installation of new air conditioner means "Change the BREAKER"! 16 days and nothing buy lies.

  

  Business Response

  Date: 11/29/2024

  I have sent this to our permits person and her supervisor.  If she doesn't call within 3 business days, please call her at *********************, her supervisor is ***** ***** at ext. 269

  

  Business Response

  Date: 11/29/2024

  I was told it was fixed today 11/29/24

  Customer Answer

  Date: 11/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a current contract with "TOTAL" . As our dishwasher got broken at the end of September, TOTAL ordered new pump to be replaced. Two weeks later TOTAL tells us that new pump we'll take more than a month to get it. We got brand new part pump ourselves from ****** in 3 days. TOTAL sent a technician last week to replace pump. As soon as technician left, we realized dishwasher wasn't working at all. Since then we're making new appointments which TOTAL calls us to cancel and re schedule. Today we are waiting for technician once again. One month and one week waiting for dishwasher to be repaired.I just saw TOTAl tagline "one call does it all" , got to be a joke. Incompetence is all what we get, as they are doing us a favor and not something we are entitled to.

  

  Business Response

  Date: 11/22/2024

  The tech should be there today

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There are many more issues before this date, but here is the latest rundown:Sep 26, ac appointment is cancelled by Total Appliance. Total lost of my income for this day. No surprise.Sep 26, garbage disposal guy comes and says he needs to replace my garbage disposal, after the previous replacement failed! No call back to schedule the replacement. I called and they said they don't have any in stock and won't for 2 weeks. So no disposal for me for 2 weeks? Likely longer since they don't ever call back.Sep 30, was told the ac guy would come out, he came only to say it was low on freon and he wasn't qualified to refill so another technician would come out Oct 2 Oct 1, still no fix to my dryer, it has been months! After complaining, someone magically says my part, "might" arrive and they schedule me on Oct 24. Another day in which I will have to take off work, and likely they will not have the part or will cancel. Let's see.Oct 2, ac guy comes to refill freon, says he can't do it because he needs a special tool to reach around my ac, Total has been servicing this building since it was built in 2007 and THEY SCHEDULED ME ANYWAY WITHOUT THE NECESSARY PART?????????Listen, I paid $581.73 (****** plus ***** tax/yr) to fix my appliances. NOTHING HAS BEEN FIXED!!! I am not at all happy with their non existent service and the terrible long wait to talk to someone when things aren't going well. I expect a refund. I could use my money back to hire a real contractor. Oh and when my microwave went out, they couldn't get the part???? so yep, I had to buy a new microwave!This business is not providing what it advertises and constantly pushes off the customer. I will take my chances and pay for things when they fail, the amount of work I have lost from useless and canceled appointments is completely unacceptable and I am not going to use their services any longer. Waste of my valuable time, energy and peace!

  

  Business Response

  Date: 10/03/2024

  Good morning Nr. ******** & BBB Team,

  We will be reaching out to the customer today to determine what the desired next steps are as many of these projects we see completion dates in the near future, more about that in a few. We will address each of these incidents in order. The first issue is the garbage disposal, our supplier of this specific Garbage Disposal is currently out, as mentioned the previously installed one from 06/27/22 failed. We like to use a specific brand from a specific supplier because they have proven to last longer. As such, we are at the mercy of our suppliers, many are on order but they are trickling in. We will look into what we can do to find a workaround for this. I have attached a copy of the screenshot of the workorder.

  As for the A/C call, this was a Preventative Maintenance, we were not called out for a no cool, so a PMC technician who does not usually carry everything for repairs responds to the call. This helps get you service faster, after his inspection, he found that the machine was low on refrigerant. We responded the following day(Yesterday) ******* gassed up and put in a pan tablet, from what it appears he wasn't satisfied with that repair so will be returning today to double check this work. Unfortunately, this is a case of an old Obsolete system that needs to be replaced. Being that this customer has a service contract with us, we are obligated to continue to repair it. However, there comes a point in time where replacement is necessary. This is an R22 system, original to the building and nearly 20 years old, it is time for it to go. We will continue to do our best to baby the machine and keep it running. Unfortunately, the radius was built slightly different than other buildings in *************, and there are unique units in there. They are basically a through the wall condenser/air handler that does not take the standard form of a through the wall. There is only one company manufacturing these systems in *************. It is time to replace this. Actually, due to the complaints of this nature and certain characters unreasonably holding our feet to the fire on a system that is over 20 years old utilizing an obsolete refrigerant, that we are excluding R22 in the 2025 contract term.

   

  The dryer is on schedule to be repaired 10/24/24, it is booked with our technician ****. 

   

  We will do whatever necessary to make this customer happy, that is our number one goal. The obstacle is that we are in this business, and we only like to repair things the correct way, we won't cut corners and we won't sacrifice quality, sometimes that leads to longer wait times. Mind you, this customer is receiving every one of these ********************** under that contract for free, yes they have paid the $581 for the contract. However if these were COD repairs, the garbage disposal would have been $500, the ** PMC would have been $250, then to add an old obsolete gas would have been $800, then add the repairs of the dryer at another $400 and this is over $2,000 in repairs this customer is receiving for just $581. 

  We will be reaching out to Mr. ******** today and will report back with more.

   

  Thank you,

  **** ********

   

   

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22369884
  
  I am rejecting this response until the dryer is fixed. Magically, they contacted me to schedule everything, the refrigerant for the a/c, the replacement for the garbage disposal, and have scheduled the dryer to be fixed, which is clunking so loud, after they tried to previously repair and was never working well since. As soon as I get that fixed, I will be satisfied with this case. I reserve my right to keep this case open until everything is resolved to my satisfaction. The only rebuttal I would like to assert is that when you pay for a service like this, you expect to have the repairs when needed and not months later, otherwise the service is useless and even though this year they needed to have out of pocket costs over what I paid for the service, that's the ****** for them and for myself as I have been with this company for several years without incident and that is what they hope for when promising their services for price. It is basically insurance and nothing lasts forever, but when it can be repaired, I expect Total Appliance to hold up their end of the agreement. I will close this case after I see the dryer fixed on October 24, 2024.
  
  Sincerely,
  
  ***** S*******

  Customer Answer

  Date: 11/05/2024

  I did submit a response.
  The mechanic came to fix the dryer however said there was another problem and had to order different parts for it. This was on October 24. I am still awaiting a response to when the part will be available to fix the dryer. It is November 5. Many days without the use of my dryer and no follow up from Total Appliance. Still waiting as usual for a service that should be honored under my contract.

  Customer Answer

  Date: 11/05/2024

  Funny, now today after explaining no follow up, they call me to tell me the part I need is discontinued and asked if I would like to cancel the repairs. Hmmm do I have a choice? Obviously not. I will not renew with this company. Its better to save my money for new appliances and rely on warranty than to rely on their service. Definitely lost money here over the years. Not anymore. Ciao ??

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year the technician told us we need an ice maker. We went and paid for a new ice maker. They came with one and installed the wrong one and took the piece with him and told us he will be back with a new one. At the same time he broke the door hinges to the freezer door. He was so rude and said the door will break eventually and its not his fault but it is because the door was in great condition. Months of calling no response. Finally they answered and reordered the hinges to the door and an ice maker. They finally came back after a year and still wrong maker and wrong hinges. We have no ice and freezer dooor is broken. They dont answer our calls and a giving us the run around. My next step is to call a lawyer and *** them

  

  Business Response

  Date: 07/05/2024

  Hello BBB Team,

  Attached are copies of our workorders in the system pertaining to *********************' repair on their ice maker/freezer. While we are sorry for how the technician conducted himself according to the review it is difficult to know what was said on the service call. We will have a meeting with the technician to hear his side of it and make the internal corrections necessary. As far as the repair goes, we were initially called out on December 28th of 2022 for the ice maker not working. Our technician visited and found that an ice maker was needed along with a water filter, he ordered the part. The information made it to the parts department and they called the customer on January 4th of 2023, the customer did not want to pay for the parts and the order was cancelled(See notes in the attachment "C#****** Jan 2023"). We had not been called back about the ice maker or freezer for a period of time, and had been doing other work in the customer's home in that time frame, see attachment "Serv History" shows our visit for an AC Preventative maintenance call on January 4th 2023, also a washer dryer call on January 9th of 2023. Finally, we were called back out on march 8th and needed to order parts, it appears on our visit March 8th the hinges were found to be damaged. We will not accept the liability for breaking the hinges, as they were fine when we last worked on the machine a year prior. However, that is a moot point as the hinges are covered under the contract anyway. We returned on June 27th to install the door hinges and the freezer slide rails are bad and on order. We are working to help this customer, however, with very old *********************** pieces break especially wear points like hinges, door slides, and ice makers. This repair has been elevated to management's attention and will be expedited with a field supervisor performing the repairs. We are working to help the customer, and will get this matter resolved.

  

  Business Response

  Date: 07/05/2024

  To follow up on the recent complaint. The door slide is no longer available, we are researching to find other options. However, we may provide the customer with a credit towards the purchase of a new refrigerator/freezer

  

  Business Response

  Date: 07/05/2024

  After our warehouse researched the necessary freezer drawer slide, it was determined that the part is no longer available. The warehouse checked with many vendors including but not limited to: GRP, Partsimple, parts **** ******* partselect, ***** repair clinic, appl parts pros, reliable parts, and encompass parts. This is an original machine from when the building was originally built, we are reaching out to the customer to determine which direction they wish to take this

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21939210
  
  I am rejecting this response because: I honestly dont believe that Total Appliances made the necessary effort to locate the part. They should be able to contact the manufacturer directly and get to the bottom of this issue. I suggest that they keep searching for the part and if not found within the next couple of weeks Total Appliances should step up to the plate and replace my refrigerator because their technician broke it. Please keep me informed. Thanks

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/09/2024

  My Parts Manager checked over 10 places for the freezer slides, they are not available.  The fridge is 18 years old, its original to the building so thats the reason why parts are scarce.  Thier is nothing more that can be done

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21939210
  
  I am rejecting this response because: It seems that Total Appliance has given up on trying to locate the part for the refrigerator freezer door. This is a $10,000 refrigerator that came with the condo that I purchased pre-construction in 2006. We occupy the condo about 4 weeks per year on average. Total Appliance technicians are the only people that worked on the refrigerator. I think its only fair that since they arent able or willing to fix it, Total Appliance should replace the refrigerator with an-kind model or make a cash offer in lieu of replacement. Please advise of your final decision ASAP. Thanks 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Total on Thursday may 16,2024,because I have a service contract with them and told them it is over 90 degrees and my air conditioner stopped working.They told me the first appointment they could give me is Tuesday May 21,2024.That means I will have to suffer in this heat for 5 days,that is unacceptable

  

  Business Response

  Date: 05/20/2024

  Unfortunately, with the recent heat wave (causing an increasing in AC calls), a shortage of qualified technicians AND a recent rash of techs calling out ill, this was the earliest appt we could give.  It is scheduled for Tomorrow.  We are not giving money back due to issues out of our control.  We are very sorry for the delay  

  Customer Answer

  Date: 05/20/2024

  I believe they say 24 hour response time

  How can they expect someone to survive in 90 plus degrees without air conditioning ,for 5 days,and there is no guarantee that they will fix it when they show up

  What would they do if they were in my position 

   

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The absolute worst in customer service. Not the first bad experience. I have emailed supervisors and business owner. No response. Ever. Recent washer k*** not turning. Total comes out looks at it and I mean looks at it and says the k*** is wrong and it will take 3 weeks to order. I ordered in 7 days from Amazon. I schedule another appointment and the same Total repairman comes out and says cant take the k*** off. I asked him did you not try when you came out the first time? His response was to say, his mistake for not checking. Wow. Now someone else has to come out and now I have to wait an additional couple of days or more because the person was irresponsible in checking the machine correctly. And rumor has it. Another part has to be ordered. I pay almost $600 a year for their service..which is no service.

  

  Business Response

  Date: 12/11/2023

  I told the Appliance Manager to call the customer and council the tech.  The Manager's name is ****** at ext. 109

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called for a service because a broken dryer , the guy went to apt around oct ******************************************************************************************************************** still waiting for the parts, is been already three weeks without dryer that is ridiculous ,one more thing technitian went to same apt more than six month ago broke a side panel moving refrigerator we both reported to total I call a few times send photos last time I called the lady said Email a guy his name is ******,I called and email ****** more than two weeks ago and not answer this week I hire someone to fix the panel and $300. Never has the problems with Total before and I have three contracts with them

  

  Business Response

  Date: 11/20/2023

  The dryer part arrived on Friday the 17th. Please call the Appliance Parts scheduling **** to get your part installed.  .  I am sorry it took so long to get the part

  Customer Answer

  Date: 11/22/2023

  After 23 days the Total guy went tho the apt to fix the problem,He replaced damage part but Dryer still don't work ,telling me something else has to be replace.Why didn't check what the problem is the first time went there Oct 31,about the damage Panel which they have all the info ,no answer yet

  Thanks

   
  Complaint: 20893860
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/19/2023

  The part is on order and the *** is Friday. The call was 11/27/23.  As far as the side panel goes we are very sorry for the issue.  Unfortunately the contract states we are not responsible.  I am quoting from the back of the contract.

  5. Clear access must be provided to all covered items to enable Total to provide service at existing location. Customer agrees that ********************** will not be responsible for any damages incurred to ceilings,walls, flooring, countertops, cabinets, mirrored closet doors, art work or to any covered items if Total has to move or relocate Customer equipment for repair purposes.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20893860
  
  I am rejecting this response because:I don't understand Total guy went to check dryer Oct 31,went back to fix the dryer Nov 21 more or less and as today  Dec 19 and the dryer still not working,technian said on Nov 21 someone from Total will contact you I still waiting for the call,about damage panel you don't have to touch it at all but the technician were not careful and hit it, ********************************************************************************************* to call someone else a pay or replace the dryer ridiculous 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/03/2024

  I am unclear what she is asking? the writing is very choppy, and I am confused.  I have asked my parts **** to see if the dryer needs parts and when they will be in.  I am sorry for the panel, but we are not responsible for any damage per our contract.  

  Customer Answer

  Date: 01/03/2024

  I don't understand your confusion ,total call me two weeks ago confirming the part arrived ,the technician came to apt Dec 29 this is the four time to fix the dryer since Oct 31 and He jut said I don't have the part just coming because Total told me so,ridiculos every time Total contact me about the part they lying to show BBB you doing something ,Technician called manager (****) this guy said ,he is to busy to talk to me,dont contact BBB anymore, every time you do the answer is a lie.Do not waste my time

   
  Complaint: 20893860
  
  I am rejecting this response because:
  
  Sincerely,you 
  
  *****************************

  

  Business Response

  Date: 01/04/2024

  The part arrives today or tomorrow, and we have a service call scheduled for the 8th.  

  Customer Answer

  Date: 01/04/2024

  this is like before as you can see in previous responses, but when technician shows up to fix the dryer is doing nothing to repair the dryer, already 65 days without dryer, they know very well what they are doing, when you call costumer service the minimum wait time is twenty minutes after that you get transfer and wait after the call goes to full voice mail, this guys are very good doing business  
  Complaint: 20893860
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/04/2024

  As far as I know Total haven't done anything to fix the problem and not contact me to made any appointment

• Initial Complaint

  Date:11/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely the WORST service EVER. I have an annual contract. They refused to have a part sent overnite, missed TWO appointments, did not return my calls and did not respond to my request for a cancelation/refund of my service contract. I call a small family business in my town (Un ited). They had the part in stock, were at my home in less than two hours and had me up and running in 15 minutes.NEVER consider ustion Total Applicance.This all occured within the past 2 weeks. I am seeking a full refund of my annual service contract cost since they obviously can NOT provide any service.

  

  Business Response

  Date: 11/28/2023

  We will refund the remainder of his contract based on the terms of the contract.  It will not be a full refund.  He had services in May and had the contract since April.    

  Customer Answer

  Date: 11/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only in the respect that I just want to move on and be done with this company for good. So I will accept the response from the business.
  
  Sincerely,
  
  *********************************