ComplaintsforTotal Air Services LLC

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See Attachment

  Business response

  09/07/2023

  On Saturday July 15th customer called ******************** requesting service due to a water leak from her HVAC system installed in 2014.  The customer inquired about her warranties.  She was advised she has a 10 manufacture warranty and 10 year extended labor warranty.  This labor warranty is thru a third party vendor, JB warranties.  Customer has not done maintenance on her system since the installation with Total Air & was informed if the issue found was due to lack of maintenance this would not be covered by the warranty.  This labor warranty covers the labor to repair manufacture failures not lack of maintenance issues.  All of this was explained to customer on July 15th and is in her warranty service contract from 2014.
  She was advised of our overtime weekend rate of $165/hr and she chose to wait & schedule an appointment for Monday July 17th at the $110/hr rate.  At this appointment ************** cleaned pump , cleared out plugged condensation and  P-trap, also found drain pan inside evap coil plugged up as well.  He noted he showed customer water overflowing due to blockage & advised customer of the need to service 2 times per year and per customer no maintenance had been done.
  Customer was advised once again this was a chargeable call & she refused to pay the technician at the time of service.  In effort to assist customer, a claim was filed with JB warranties for the work done & the claim was denied. 
  Maintenance on the system is recommended for every HVAC system we install. This chargeable service is only scheduled & performed at the customers request.
  On December 9, 2014 customer was mailed a letter including warranty information, product registration, city inspection information, etc.  

  Total Air appreciates customer for her business in 2014 & strives for customer satisfaction.  ******************** is willing to come to an agreement in settling this invoice by deducting 1 of the 3 hours billed. This will bring the balance down from $330 to $220.  

  Thank  you for your time.

  Customer response

  09/08/2023

   I am rejecting this response because: my paper said 10 years on all labor. i would call for service and ******* said they would not honor contract and that *** no longer worked for them. **** was here  ,but he sat in his truck when he went for some equipment he did not have. we wrote the time down he was gone 1 hr. As I wrote in my complaint the only reason I bought from them was because of what they offered me the warranty 10 years on all labor and taking care of the unit. I don't think it is right to take advantage of a person like this. I have not to this day received a bill in the mail.
  
  
  

  Business response

  09/13/2023

  The 10 year labor warranty was already explained.  Your system was installed in 2014 and ran for 9 years with no issues.  After 9 years it failed due to lack of maintenance.  Your warranty does not cover lack of maintenance.  This is why we made the recommendation at the end of your installation and in your post installation letter to ensure you were aware of the need to do this.  It is the homeowner's responsibility that proper care is given to the unit.  

  Your contract was never denied.  You still have an active 10 year labor warranty plan.  However, you are requesting that maintenance be covered under you warranty.  Maintenance is not a free service nor is it a warranty item.  Lack of maintenance causes issues on the unit that would not otherwise be present had the homeowner been properly maintaining it.  This is why no warranty covers lack of maintenance.  It actually can void all warranties.

  *** went to the supply store to gather the materials needed to properly clean out your ****** clogged up system. He was gone exactly 1 hour.  As stated in our last response, we did deduct 1 hour.  

  Your electronic invoice was sent to you via text and email on July 17, 2023 at 11:54am.  Please see attached confirmations.

  Total Air has been in business for almost 16 years and we have not done so by taking advantage of our customers.  We appreciate your initial business but do not appreciate the false accusations you are making simply because you want free maintenance 9 years after the work was completed.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired total air in October of *************************************************************** November of 2022 as I turned into the system for winter I had issues. The company refused to look at with collecting sign of act fed as it was outbid the 12 month warranty. I hired another company to look at it. They informed me that the system was way oversized as the issues I was having stemmed front the existing venting not being able to handle the oversized system.

  Business response

  12/06/2022

  Total Air converted your back addition in your home to refrigerated air September 2021.  Manufacturers warranties were provided to you at the time of your acceptance of our proposal which you approved.

  Total Air originally quoted a 2.5 ton unit.  You had mentioned the other quotes you were getting were for 3 ton units & you were afraid we were undersizing.  Considering factors that are not very efficient around your home (dark roof, windows, sliding glass doors, computer equipment,etc) the 3 ton unit was installed per your request & approval.  Total Air did this at NO EXTRA CHARGE. The 3 ton unit installed was done at the price quoted for the 2.5 ton. There was no up sell or additional charges for the upgrade.  On top of that, Total Air also gave you a 5% military discount.  It is our expert determination that the unit installed is properly sized per your home specs.

  Unfortunately, HVAC equipment may occasionally break down or fail to operate. I would like to see proof of maintenance or receipts that you have changed/washed air filters and performed preventive maintenance as lack thereof may have contributed to your problem. We were courteous over the phone and offered to help you. However, you became aggressive and rude to our staff and hung up on them. I will not tolerate abusive or rude customers as we run a professional business. Thank you for your initial business and please do call another company to assist you as you have decided to write a fictitious and slanderous reviews about Total Air. Our employees were not consuming alcohol during your installation.  That is prohibited by our employee handbook. You have been given your contract with written warranties from the manufacturer. Our labor installation warranty has been fulfilled as it expired September 16, 2022. Occasionally, I will extend the labor warranty per my discretion in good faith as our ultimate goal is to provide client satisfaction. However, in your case I will not extend due to your horrible attitude and false claims about our staff.
  Best regards,
  
  ***************************, Owner
  Total Air

  Customer response

  12/09/2022

  It is the duty of responsible vendor to educate their customer. Many sales teams are more focused on getting the sale than the customers needs. In my case it is quite clear that I was ignorant to the existing ventilation in my home could handle in terms of pressure. In my case I also had space heaters and did not even need the heating component of the system I was sold or use it.
  The installation was disgraceful. The install team left trash and cigarettes throughout my property. Damage was done to my home  as the team left wires dangling, left an eyesore for how the conduit was installed and popped a fuse in my solar system that city repaired at no cost during their inspection. I overlooked all this and did not leave any negative ratings until the Total Air refused to send a tech out to verify the quality of their work without charging exorbitant fees. It is very disingenuous for the owner to say that he helps his customers as his staff was clearly trained not to extend their warranty by a few weeks. I would love to see a copy of the transcript of the call with his staff.
  Attached is a copy of the statement from another HVAC company which was how I learned how unscrupulous the Total Air sales team is. 

  
  

  Business response

  12/13/2022

  This installation was done over 1 year ago.  An oversized unit would have had issues from the beginning. Customer used the unit for over 1 year & never called with concerns regarding it's performance up until a few weeks ago.  If any issues would have come up they would have been addressed during our 1 year labor warranty.  However, no problems regarding the unit were brought up until now.  As stated before, at our discretion we may extend this warranty on a case by case basis.  In this case the customer resorted to slander our company multiple times on ***** ****** & **** immediately after being informed that there is a $110 diagnostic fee.  The concern/complaint of a "disgraceful" installation was never made until now that the warranty has expired.  For these reasons, we did not extend the warranty.  We respectfully disagree with any claim made about the unit's size (no attachment found). Total Air has been in business for 15 years & have always maintained a reputable reputation.  We stand by our work & and fulfill all our warranties.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  En Septiembre del 2021 decidimos invertir en nuestro hogar y poner refrigeracin. ************* a hacer el presupuesto de dos unidades y aceptamos que Total Air hiciera el trabajo. En una de las unidades tuvieron que hacer ductos nuevos y con *** unidad ******* de la cocina no tenemos problema porque funciona como debe de ser porque calienta y enfra al 100% . En la otra unidad en donde hemos tenido problema porque no enfra como debe de ser en este verano el primer verano con refrigeracin no hemos estado satisfechos con la unidad. Desde el da 1 se les dijo que no se senta frio como una refrigeracin nueva. Vinieron a poner insulacion poner la quitaron al remplazar los ductos. Vinieron a poner sensores en dos cuartos despus nosotros compramos 2 para los cuartos restantes. Vinieron a decir que la casa necesita insulacion, que por eso no enfriaba la unidad. Pero lo que nunca entendimos es porque en la otra rea de la casa con ductos nuevos nunca se a tenido ningn problema y la casa esta hecha igual. Despus de todas las veces que han venido se les dije que nosotros queramos que cambiarn la unidad y no accedieron. Todos los tcnicos que han venido han dicho cosas diferentes. La ultima vez que vino un tcnico hizo su trabajo y hable a la oficina para comentarles que segua el problema segua igual de caliente y me comentaron que que mas quera que hicieras si ya haban hecho de todo. Pues si han hecho de todo, han venido mas de 6 o 7 tcnicos y en si el problema sigue igual. Como dije anteriormente desde el da 1 se les dijo que no enfriaba y otras de sus respuestas es que Carrier la marca de la unidad no dejaba cambiar la unidad, porque no tenia defectos. Espero que se logre llegar a un acuerdo despus de un ao en busca de una solucin y tener paz mental porque pagamos para tener un buen servicio porque nosotros nunca tuvimos problema en pagarles aun sabiendo de que no haba quedado perfecta. Quiz ese fue nuestro error, Pagarles si tener un servicio bien hecho

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