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1.5

American Home Shield dispatched Total Air Care to respond to a repair request. Initially, Total Air Care responded to the dispatch within an hour - so far, so good.

However, the train came off the tracks shortly thereafter. Despite providing contact information via the dispatch and again on the first phone call, Total Air Care was incapable of recording the property management contact information. After the first visit, the responding technician diagnosed a faulty fan motor as the issue. This diagnosis was NOT reported to either me (the owner), the property manager nor to the home warranty company after the visit was complete.

I spoke to the Total Air Care dispatch and claims department and even they weren't provided the information from the technician for over 48 hours! The fan motor wasn't ordered until 3 business days after the technician diagnosed the problem - outside of the 24 - 48 SLA. The motor was only ordered because I escalated the issue to Total Air Care parts department on my own after multiple hours spent learning who is who in the company. After the fan motor was installed, the technician reported that the repair was not complete yet due to a now faulty compressor.

Again, this information was NOT proactively communicated to me. I had to call both AHS and the scheduling department in Total Air Care to find the status of the repair myself. After 3 business days went by, only then was the compressor ordered - beyond the 24 - 48 hour SLA allowed. And, again, it was due to my persistence in calling to shepherd the process within Total Air Care.

After the initial call to schedule the repair, Total Air Care took 15 calendar days to resolve the problem (11 business days). I understand the time required to order parts and the 24-48 hour turn around time for authorization by AHS. However, without the misdiagnosis from the FIRST visit, the total repair duration should have been 7 calendar days (5 business days). On top of the duration issue, the lack of communication to the home owner is unacceptable, requiring me to spend 8 hours of my own time chasing status and pushing the parts ordering.

After the misdiagnosis and lack of communication, Total Air Care charged top price for R-22 (yes, the old refrigerant) at $75/pound of which AHS covers $10. After some simple research, it is easy to see that the market cost of R-22 at the time of the repair was ~$16/pound. Total Air Care was ruthless in their mark-up of over 450% on refrigerant to ensure their pockets were lined with my money given that AHS likely doesn't pay much for warranty service nor for the repeat trip required due to the misdiagnosis! I gave Total Air Care ample opportunity to remedy the customer dissatisfaction that they created.

I didn't make demands or threats and simply asked them to escalate the issue to management for a remedy. Total Air Care took no action and suggested I attempt to get back the $75 trip visit - again, on MY OWN TIME. BOTTOM-LINE: Total Air Care is a disgrace.

They can't be trusted to diagnose a repair the first time, communicate with an owner status, they will mark-up refrigerant to increase profit at all costs and simply don't care about customer service. AHS is not without fault given that they contract with Total Air Care and allow this poor service to continue.

Reason of review: Bad quality.

Monetary Loss: $300.

Preferred solution: Let the company propose a solution.

Location: 1556 Barkway Ct, Middleburg, FL 32068, USA

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Just a heads up, I don't work for total air care nor do I work for any warranty company. The reason why companies charge more for r22 is simply because the amount that we pay for a 30 pound container for that same refrigerant is roughly 900.00. now with that being said r22 is also very hazardous to the environment and therefore has been discontinued for manufacturing by the Federal government, so since it's no longer being made there is a greater demand for it unless you the consumer decided to upgrade to an r410 system, the average price for r410 to the consumer is roughly 25-30.00 a pound, then all your doing is asking to spend money on your system because if you have an r22 system then that means you have an r22 compressor and and r22 evap coil which costs a ton of money to replace just one of those.

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