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• By Patricia M.

  September 25, 2020

  Repair AC

  $0

  I just can't describe the lack of professionalism and lack of consideration from the owner of this company and his employees!
  on August 10th, my AC broke and I reported it to AHS (my home warranty), they assigned Total Comfort to come and repair my AC.
  As per the contract with my home warranty, Total Comfort was supposed to contact me within 24 hours (which did not happen). So, I contacted them, and their customer service specialist responded very nonchalantly with “oh yeah sorry we are really busy and proceed to schedule me for Friday August 14th. The technician came on that day, did an inspection of the unit, and left saying that he would contact the home warranty with his diagnosis.
  The days went by (4 to be exact) and since I didn't hear from anybody on Tuesday August 18th I called Total Comfort to see what was going on, and the rep I spoke to informed me that her boss hadn’t been able to send the report to AHS yet.....
  Really? I was very nice asking/begging her to please ask her boss to send the report because I was already 8 days without AC, she said "I will try" but he is also on the field and he is very busy ....Really?
  You shouldn’t take services that you can’t fulfill adequately.
  Since AGAIN I didn't hear back from anybody, I called my warranty company on Wednesday August 19th and they said the company didn't send them the diagnose yet and they couldn't do anything.
  When I explained to them that they had already been to my house several days ago to inspect the AC unit and when I called Total Comfort I was basically told that the owner didn’t have the time to send the diagnose yet, the rep with my home warranty took the initiative to call them directly, but couldn't get thru to them, because most of the time they don't answer the phone, and ask you to send a text message or an email instead... which they don’t respond to either, because the home warranty did this twice and I did three times and nobody ever responded or called us back!
  Finally after me begging and asking for some consideration a few days later that I had to call once again, the customer service rep told me that the issue was not only how “busy they were” but that their portal was down and he would have to call the company himself to inform them of his diagnoses(NEW EXCUSE ), as to why it had been 7 days and they had still not submitted anything!
  On August 21st 7 days after they came to my house and 11 days without AC, I called Total Comfort to see if they had heard back from the home warranty and when they would be coming back to fix the unit, the rep was very dismissive and said that once she got the authorization she "Would TRY" her best to schedule me!
  Honestly I expected either the owner and/or the CS rep be apologetic and say "as soon as we hear from the Home Warranty since we already were so negligent and made you wait for so long we will send a technician right away" but not at all , all I got was an attitude and like they were doing me a favor and there is nothing better they could do!!!!
  LONG STORY SHORT, I REQUESTED THE HOME WARRANTY TO ASSIGNED ME TO ANOTHER COMPANY TO GET THE JOB DONE, BECAUSE I WAS MELTING WITHOUT AC IN THE MIDDLE OF SUMMER. THIS COMPANY GOT THE JOB DONE IN LESS THEN 3 DAYS!!!!!!!!!!!!!!!!!!!!
  They are really the worst AC company I ever had to deal with!!! they don't even deserve 1 star... 5 negative stars would be acceptable for their lack of professionalism and lack of consideration with their customers!!!
  This is not a made up story, I am a real customer who had a horrific experience!!!!!!!!!!!!!
  Spare yourself the stress and DO NOT HIRE THEM!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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