Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  *********************