Additional Information for Total Air Care, Inc.

Our files contain a pattern of complaints from consumers that allege inferior or incomplete repair work, and difficulty contacting the business regarding service issues. Consumers also report there have been extreme delays in making repairs to their units after payment has already been submitted. 

On July 12, 2017, BBB sent correspondence to Total Air care, Inc. requesting their voluntary cooperation in resolving complaints on file with BBB and providing steps it will implement to eliminate the pattern of customer complaints. On November 26,2018 Total Air Care, Inc. responded to BBB's correspondence as listed below.

To Whom It May Concern:

Total Air Care strives for excellence and customer satisfaction. We appreciate the platform the BBB provides to allow our consumers the opportunity to speak on their experiences. All feedback we receive is vital, whether positive or negative, as it allows us to see the area’s in our company in which may need improvement.

Total Air Care provides HVAC services to consumers across four different states: Florida, Georgia, South Carolina and Louisiana. Regrettably, our rating on the BBB does not reflect a realistic picture as we service approximately 60,000 work orders annually. Our current average rating with the home warranty companies we serve is a 4.08 out of 5. This is based off 13,805 surveys received over the past couple of months.

First and foremost, we thank all of our consumers for taking the time out to provide their feedback, whether positive or negative.We have dedicated a team to look into the reviews/complaints that have been made.  We would like to sincerely apologize to any of our consumers whom were affected by any delays with repairs that we personally caused. We understand being without air conditioning or heat when needed, is not ideal nor is it a pleasurable experience. We understand and can personally relate to the urgency with wanting all repairs completed and within reasonable time and/or cost.

Once a technician diagnoses a unit, it takes approximately 24-48hrs for the home warranty company to receive this information. Once the diagnosis is submitted, we are at the mercy of the home warranty company as we are unable to proceed until we are provided authorization to do so. During this “authorization” process, the home warranty company confirms the correct part/repair needed and any cost for this repair that may be due. Alot of delays our consumers experience are simply because we are waiting on this authorization process. There may also be delays when a part is ordered that is not readily available. This will add to delays in repairs if we have to wait on a part that is specific to your unit and only available at a certain supplier.

Total Air Care is employed by several home warranty companies to provide HVAC services to its members. Our costs for repair(s), are approved by said warranty companies. Unfortunately, we do not make coverage decisions if a service is not covered. Understand we are not involved in the decision making process with the warranty companies when they are reviewing the consumers policy and coverage. Disputes, questions or concerns regarding non-covered cost should be directed to your home warranty company directly.

Understand that we are listening to your concerns. We want all of our consumers to have an amazing experience each time they are serviced by Total Air Care. If for any reason, you are not satisfied with the service you have received, please reach out to our Customer Care department directly at [email protected]. We encourage you to contact Customer Care directly before submitting a complaint on the BBB site. We understand the BBB is used as an outlet to express discontent however if you contact us directly, we will be able to provide you a quicker resolution and response to your concern(s).

Respectfully,

Chari Gibson

Customer Care Manager with Total Air Care

Update: As of December 9, 2019 BBB reviewed Total Air Care's pattern of complaint data and found the pattern of complaints for Customer Service Issues and Repair Issues are still present.