ComplaintsforTotal Air Solutions, LLC

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Completely unprofessional, unreliable and uneducated. I had a tech come out to service my system for a "leak" which was never found or confirmed. The tech fills my R22 system with 410a runs my system while filling and adds the "missing" lbs to the system. Afterwards tech runs his temp test inside at the air handler. Says it should normalize in an hour or so. While the tech was wrapping up I see the canister was labeled 410a. I ask him what refrigerant he used and he said 410a. I corrected him and told him this was a R22 system. He said that's fine it's a common replacement for the R22 that they do this all the time and I won't have any problems. I knew this was not only wrong information it was deceiving and blatantly negligent. I asked him if he would like to call his company or wanted me to call and let them know because I was not going to accept this as the wrong refrigerant would burn my system out. He called explained the situation and they instructed him to go pick up the correct refrigerant replacement from them. He came back and vacuumed the system, supposedly. But everything was rushed as he was going to miss the football game he said. He then filled the system with new refrigerant. The system was running when he left. Fast forward a month later. My compressor is no longer working. I called the company and they sent a tech out. The tech said the compressor is burnt out. To call the owner the next day and speak with him that he's a reasonable guy and would do right by me. Today I call the owner, *****, up at Total air solutions. He negates that this was caused by any wrong doing or negligence of his tech and blames it on my systems age. Yes this is a a 15yr old Lennox system which was running strong and very efficient. I asked if he was denying any responsibility and he said yes he doesn't accept any responsibility for the damage to the system. That speaks mountains of the type of people they are and employ at Total air solutions.

  

  Business response

  02/03/2023

  ****************** called Total Air Solutions for service on his air conditioning system on 11/25/2022. My technician **** responded, and found the ac system low on refrigerant and proceeded to add refrigerant to the system. While adding refrigerant, **** realized that the refrigerant he was adding was not the proper refrigerant because ******************' ac system was 15+ years old and needed R22 refrigerant which is obsolete, and no longer produced. He proceeded to remove the incorrect refrigerant from the system and evacuated all the remaining refrigerant from the system. He returned to our shop to get a can of "substitute" refrigerant that is made for ******************' older system. He added 10# of refrigerant and turned system back on. He checked system operation and all readings were within manufacturer's specifications and system was cooling properly.

  ****************** was only charged for the diagnostic fee of $ ***** and was not charged anything for the refrigerant which would normally be billed at $85.00 per # or $ ****** in this case. I authorized my technician to waive the fee for the refrigerant because ****************** was an existing customer and that it was my technicians' mistake which caused the need for so much refrigerant. When we we done, ****************** had no complaints and his system was working properly.

  On 1/31/2023, ****************** called in for another call stating that his heat was not working properly. My technician **** responded and found that ******************' system was not heating properly because his compressor had an electrical short and was not working. ****************** told my technician that this was caused by us putting the wrong refrigerant in previously and that he feels we are responsible for it. My technician told him that he needed to speak with the office. ****************** did not pay for this service call.

  I spoke to ****************** on 2/1/2023 and explained to him that we are not responsible for his compressor failure, and that the incident with the incorrect refrigerant was not the cause of his 15 year old compressor to have an electrical failure. ****************** did not like my response and proceeded to tell me that he was going to take further action. I apologized for disagreeing with him, and he ended the conversation. He has since posted a negative review of my company  and myself on Google.

  I'm sorry that ****************** is unhappy.

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

  President/Owner

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/3 total solutions was at my home to fix my AC. They gave me a new panel. My FPL bill went from $200 to $1,075.30 and following month to $1029.11. They came out on 9/12 and said nothing is wrong. The bill went all the way down. FPL came out this past Tuesday and said the wiring was incorrect. I have ********* showing this. I have also reached out to owner in correcting this, no call back what so ever. This company needs to pay for this.

  

  Business response

  01/13/2023

  This response was taken verbally by BBB:

  Please find the attached work order. The customer called after hours and we sent a technician out. The only repair made was to fix a loose wire. The customer paid a $93 service call via CC (not cash as has been claimed). Shortly after she called claiming that the tech made repairs and caused $1000 electric bill several months in a row. This is impossible based on the repair made (reattaching a loose wire).

  Customer response

  01/13/2023

   
  Complaint: 18129391
  
  I am rejecting this response because:
  Total Air Solutions came to my home on 8/3/22. ****, diagnosed that our panel was no longer working. He said, I have one that I purchased for my home, but, I could sell it to you for cash at $125 and of course, we were like sure, as we needed our AC back on, as we live In *******. He said, I will just charge for the diagnostic issue. FPL calls me after my first bill went sky high on the date above. I called Total Air Solutions to see if they possibly wired something wrong or a bad panel that they provided me. At, that time I couldnt understand why my bill went to over $1,000, when its always been around $180ish, give or take for the past 5 years. They said, we would come out and check things out. They came on 9/12/22 and they checked around and did something with the panel. They said everything looks good on our part. Now, my bill has went down to where my normal bill was. I had FPL come out shortly after. They diagnosed, that the heat strip was wired to the *** of which made my bill sky high. Again, I have provided you with all the copies of when it went sky high amount to back to normal amount.  ***************** can provide you with the documents and dates, when this all occurred.  I would appreciate you as a company, to pay me the difference for those 2 cycles payments of my FPL bill, the difference of my monthly bills for the last 5 years. I think that is a fair deal, as your employe made the wrong choice to provide cash in his pocket, without a company approval. Thank you very much!
  

   

   

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

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 9, 2021- I hired Total Air Solutions LLC. to do a routine maintenance on my AC system( air handler and condenser) The technician was repeatedly asked to please not park in my driveway as it had been power washed the week prior. She repeatedly parked there leaving tire marks on the driveway. This got us off to a bad start. She did the "maintenance" and showed me the invoice stating "visibly dirty coils" needing a UV bulb ($400-450) I was shown a picture of filthy air coils. I questioned why she didn't call me into see for myself? I said I needed a second opinion as I am a very clean person and always do the proper maintenance. The next week I brought in another company (complimentary) for a second opinion. He said and showed me the coils were " so clean you can eat off of them". 3 months later I had a leak running behind the walls of the left side of my entire home and $18,000 of remediation damages including mold and warped cabinetry from a clogged drain pipe from the AC handler that Total Air Solutions had just cleaned! My insurance refused the claim. I am left with $18,000 out of my own pocket due to the criminal and malicious misdoings of the company I hired to be honest and have integrity in their maintenance of my AC unit. It seems obvious that a company that would go so far as to falsify documents to try to upsell a client would more than likely cut corners and not do the proper maintenance they indicated to me on their falsified invoice. My story is compelling enough to share as we all know how much we depend on the use of our AC here in Florida and the need for honesty and integrity of those companies we use to serve us. I need to be reimbursed for this terrible act. Total Air Solutions should apologize and do the right thing -pay me $18,000!

  

  Business response

  12/17/2021

  Business Response /* (1000, 9, 2021/11/23) */ on March 9th, 2021, Total Air Performed an $89.95 "Preventive Maintenance Inspection" on ********* ****'s air conditioning and heating system. Our Technician "Ginny" arrived and parked in Ms. ****'s driveway which immediately upset the customer. Ms. **** stated that she told Ginny multiple times not to park in her driveway, but that was "after" she had already pulled in . Had Ms. **** told our dispatcher that she did not want us to park in her driveway, she would have gladly given that info to Ginny prior to her arrival at Ms. ****'s residence. Ms. **** then called our office to ask if our technician was qualified to do the maintenance since she was "a female". My dispatcher assured Ms. **** that Ginny was indeed qualified to perform her maintenance. It was obvious that Ms. **** was not happy with Ginny over the driveway issue and was looking to find fault with her. In hindsight, we should have pulled Ginny from the job and sent a different technician to perform her maintenance-that was our mistake. Ginny performed a routine maintenance inspection and gave the results to Ms. ****. She wrote on her service ticket that the indoor coil had visible dirt, and recommended a cleaning or a Ultraviolet light to prevent future build up. She also stated on her ticket that the dirt "was not causing any issues yet" After the call was completed, Ms. **** called our office and stated that she was unhappy with the tire marks in the driveway, and that she wanted us to pay for them to be cleaned off. She offered that if we waived the charge for the maintenance, she would accept that in lieu of having us pay for the driveway cleaning. We agreed to this and we did not invoice Ms. **** for the maintenance inspection. Apparantly, Ms. **** was not comfortable with Ginny's service report, so on 03/19/21, 10 days after we had completed our service, she called the company that did her original installation, (and who had been performing her maintenance prior to Ms. **** contacting Total Air Solutions for service) to get a 2nd opinion. Per their report, they found "no issues" and suggested the same options as we did to prevent issues in the future. There was no water leaking or water damage at this point. We had not returned to Ms. ****'s residence, nor did we hear back from Ms. **** until 4 months later when she called my office to tell me that she had extensive water damage to her house, and unless I paid for the damages to her home that she was going to sue me. I was not told anything about any water damage by anyone prior to that conversation. First of all, the damages in question happened in excess of 3 months after we performed our maintenance service. We cannot be held responsible for drains that back up 3 months after a service is performed, drains can clog up at any time for multiple reasons. Also, the inspection that was performed by the other a/c company 10 days after our maintenance service was done said that "no issues were found". I also cannot be held responsible for any issues that occurred after another company has performed work or services on the same equipment-they were the last to touch it. I can sympathize and understand that Ms. **** is upset and frustrated with the issues she has had, but she is blaming Total Air Solutions for something that we did not do. I also find it extremely offensive and slanderous that she is accusing my employee of any "criminal" acts. It is sad that someone can be so distrusting of people to make a statement such as that. My employee did not do anything whatsoever to intentionally or unintentionally cause Ms. **** any harm or damage. She should apologize or making that statement. Consumer Response /* (3000, 11, 2021/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since reading the response to my complaint the author/owner remarks were so baffling I wondered why he wouldn't even care enough to do the due diligence of researching my case as his business reputation is at stake. So, I will spell it out in the simplest of terms to clarify: Truth/Reality(pictures are irrefutable evidence and don't lie). 1. The company to last have serviced my AC was none other than Total Air Solutions invoice ****** dated 12/11/2019. The technician Somert no longer works for TAS but, I found him quite nice and knowledgeable so decided to use TAS again. 2. Badger Bob's had never been to service my AC prior to offering a complementary review of ONLY THE COILS. They found "no issues with the coils" They didn't look at any other part of the AC handler as Ginny had "serviced" them 10 days prior. They were also NOT the original installer. After they opened the panel to the coils it was obvious as stated, "they were clean enough to eat off of." Ginny had shown me falsified photos of someone else's dirty filthy coils! attached are side by side photos of Ginny's fake and criminal photo vs the real photo of my perfectly clean coils. She fabricated /falsified on the attached invoice that they were dirty and needed an expensive apparatus UV bulb. An upsell that I questioned and had a bad intuitive feeling about after not allowing me to see them for myself 3.I intercepted Ginny on the street PRIOR to her parking in my driveway and asked her nicely to please NOT park there. She still drove into my driveway anyway. I asked her to move so she drove down the street and made a U turn to return to my driveway! How confused was I!!4. The water damage from the un-serviced AC handler drain was behind the walls I cannot nor can anyone see behind their walls! The damage presented itself by way of warped cabinetry and buckled flooring additionally on the drywall near the floorboards. This kind of damage doesn't show up right away. 5. After the fact when I realized I had $18,000 worth of damage and my own insurance wouldn't cover(even after mediation with the state of Florida) the owner stated that "We don't warranty ANY of our work!" BUYER BEWARE!!!If I had known that I would never have used them in the first place. Not sure why he keeps harping on the 3 months and how they can't cover something after 3 months? 6. When I had to hire the leak finder company to locate the source of the water damage they went straight to the AC handler drain line(attached) during a non-rainy or humid season March-June 2021 the photo of what was vacuumed out of the recently serviced drain line by TAS/Ginny was disgusting! I don't believe it was EVER serviced by TAS/Ginny. The contradictions are obvious and riles me to no end to have to recount. If I knew then what I know now I'd RUN not walk away from a company that prides itself on deception, trickery and lies. Total Air Solutions should accept that they need to do the right thing for a change and reimburse me for their faulty and deceptive operation.

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