ComplaintsforTotal Air & Heat Company

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11-19-14 I paid Total air $8940.00 for a air conditioner unit. 10 years parts, 10 years compressor,20 year heat exchanger ,10 year on all our labor. this is the reason I went with this company. There were cheaper company's ,.But because there sale rep *** said "10 years on all our labor " and they would come out every 2 years for maintenance, I thought it was worth it to go with the higher price. But when I called ******* who said she is the owner, "told me she let ****** and will not Honor my contract. They came to fix air conditioner on 7-17-23 and said i needed to pay $330.00. After 30 days she will charge interest, and then send it to a collection agency. " help,what can i do?

  Business response

  07/26/2023

  I do not believe this is our customer.  We do not have a Jamels or *** who work for us.  Its our belief this person has complained against the wrong company

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

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 2, Greg come out to replace my drain pan that was overflowing and rotted out. I am deaf and the company knows. i said I want all safety measures addressed. The Overflow Switch was never mentioned at the time and I even mentioned to Greg my concerns. According to ****** he was to offer this and never once did. Now Davis is saying due to his mistake that I need to pay 89 dollars to have them back out. It would not be such if only he had done it then. I am furious. Today I saw water in the drain pan and called. Gina said well...you have to pay again to have it flushed out and we only cover the pan and parts. I asked for a manager and ***** called me and would not make things right. He said it should have been offered but he would not buzz and waive the fee due to their error and mistake. I am so deaf and need the switch for safety and it was never mentioned once.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/09/24) */ On August 2, 2021 our technician was dispatched to the residence of Ms. Cindy ****** homeowner to follow up on a call and recommendation we made in July to replace a leaky drain pan. On that follow up call we followed all code requirements and replaced the drain pan per specifications outlined by the original equipment manufacturer. When the job was complete our technician inspected the work and found the pan installed and system operating per specifications. A few weeks later, Ms. ******, was in her attic and noticed water dripping in her drain pan. She immediately called our company with concern. Our qualified dispatchers listened diligently to Ms. ******'s and advised that given the abnormal hot temperatures, it was normal to have water dripping from her air conditioner's evaporator coil. Our dispatcher explained that the expansion of refrigerant in the coil draws heat from the surrounding air inside her home which causes water to condense out of the cool air and onto the coil. The water dripping from the coil collects in a condensate pan where it discharges from her condensate pan safely out of her residence. Our dispatchers also asked was there a lot of water and did she see a leak: the answer was water in the pan and there was no leak on the floors nor an abundance of water. Not satisfied with our answer, Ms. ****** wanted us to make a service call to inspect, and at that time we advised there would be an $89 diagnostic to make the service call. Not satisfied with our dispatcher's response, Ms. ****** asked to speak to a manager, she was transferred to our Director of Operations who stated the above, but also mentioned, that in case of an emergency we recommend clients purchase a float safety switch. We explained that the float safety switch acts as a safety and senses excessive water. Ms. ****** asked if her pan had a safety switch and our response was without seeing the pan we did not know. We told her if we had to make a service call to check to see if a float safety switch was installed, an $89 diagnostic fee would be applied. It was at that time Ms. ****** stated that she was deaf, that we took advantage of her and began bashing our company. Note: There has not been any problems noted and new pan is working fine. We did all services promised. The only issue is charged which we have not done nor has she paid. The complaint should be dropped Total Air and Heat has served the Dallas Fort Worth Community for more than 56 years. We have earned a reputation of providing superior sales, service and installation from our residential, commercial clients as well as from America's largest Heating and Cooling Original Equipment Manufacturers. Every day, we treat every customer with dignity, respect and integrity and we do this 100% of the time no exceptions. After review, we remain 100% confident in our work and stand by our decision to charge an $89 service fee. Hillis ***** Total Air and Heat ************ ******@totalair.com www.totalair.com Consumer Response /* (3000, 7, 2021/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company is lying. I called when there was water left in the pan as the tech told me that they stand behind the work and there is a warranty. The lady on the phone was very crude and rude and did not allow me to ask questions and argued with me that I needed to have someone back out to flush out the lines again. Since it had only been 2 weeks I was qui8te upset and asked to please speak to the manager. She was not helpful at all and when the manager called he told me that they always recommend a switch. i told him that it was never offered once to me and he agreed to call Gred and ask him and to call me back. I told him that I did not feel that I should pay another 89 dollars if Gred failed to tell me and he told me to wait and pay the 89 fee for service agreement. I told the manager that if Gred failed to disclose about the swithch that I felt that the company should not make me pay again as I told them I was a special needs person and deaf and that I have always paid exrra to make sure I have no leaks. Now they are using revenge on me saying I bashed them. The manager never called me back as he promised. Old saying they are only as good as their last job. Never did she say that it could be consentation. She only tried to say send someone out again to reflush out the unit. I had a very hard time hearing him and asked for her boss since she was fighting with me.

*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. ↩