Complaints

This profile includes complaints for Total Appliance & Air Conditioning Repairs, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Total Appliance & Air Conditioning Repairs, Inc.

  1015 SW 10th Ave Hallandale Beach, FL 33009-6743

  
• 

  Total Appliance & Air Conditioning Repairs, Inc.

  PO Box 70 Hallandale Beach, FL 33008

  

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:11/14/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Absolutely the WORST service EVER. I have an annual contract. They refused to have a part sent overnite, missed TWO appointments, did not return my calls and did not respond to my request for a cancelation/refund of my service contract. I call a small family business in my town (Un ited). They had the part in stock, were at my home in less than two hours and had me up and running in 15 minutes.NEVER consider ustion Total Applicance.This all occured within the past 2 weeks. I am seeking a full refund of my annual service contract cost since they obviously can NOT provide any service.

  

  Business Response

  Date: 11/28/2023

  We will refund the remainder of his contract based on the terms of the contract.  It will not be a full refund.  He had services in May and had the contract since April.    

  Customer Answer

  Date: 11/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only in the respect that I just want to move on and be done with this company for good. So I will accept the response from the business.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/08/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  I am writing to file a formal complaint against Total Appliance and ******** regarding their failure to address and resolve the issues with my air conditioning unit.On September 15, 2023, I initially contacted Total Appliance regarding an ** leak issue. At that time, my coverage was valid until September 30, 2023. The company sent technicians on three separate occasions to address the problem. However, despite their interventions, the issue persisted, and the root cause was not effectively addressed.My concern deepened when, upon reaching out on September 30, I was met with complete disregard. Subsequent attempts to follow up on October 25 revealed an unexpected response: I was informed that my coverage had expired, and I needed to renew the contract for further assistance. This information was not communicated to me earlier, and I find it highly irregular that such crucial details were withheld until after my coverage had lapsed.Given the circumstances, I am seeking compensation for the inconvenience and dissatisfaction I have experienced. I propose two potential resolutions:Reimbursement: I request a reimbursement of the $317 I paid for the annual coverage, considering the failure to address the ** issue during the valid coverage period.Resolution of the ** Issue: Alternatively, I request that Total Appliance and ******** rectify the unresolved ** problem without additional charges, as it should have been addressed within the original coverage period.I believe these resolutions are fair and just given the circumstances. I appreciate your prompt attention to this matter and trust that the Better Business Bureau will assist in facilitating a satisfactory resolution.Thank you for your time and assistance.

  

  Business Response

  Date: 11/09/2023

  I have sent this info to our field supervisor *********************; he is going to visit the customer and look into the issue.  If the problem started BEFORE the contract expired, we will stand by the contract until the resolution of the issue.  We will not be issuing a refund of the contract price.  ***** should be out NLT 11/10/23.

  Customer Answer

  Date: 11/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/20/2023

  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.

  The company name is Total appliances and air conditioners repairs, located in **********, FI. The above mentioned company came to fix cartridge in shower valve. Before their visit I had hot and cold water, after I had only hot water. At first they refused to come. It took me numerous phone calls and three weeks to get someone to fix it. Our building has a contract with this company, and monthly ****** $6900.00

  

  Business Response

  Date: 10/21/2023

  We believe this is now fixed as of 19 October.   ADJUSTED KEY INSIDE OF COLD VALVE  IN MB SHOWER  

  

  Business Response

  Date: 10/26/2023

  Upon investigating this, as well as being aware of some of the issues in real time, you have two Chinese made $40.00 shower valves installed in the unit. These shower valves do not have service stops in order for it to be worked on without shutting the buildings water and draining the line.  These shouldnt be installed in your building.Both valves were creating a problem at different intervals. We went multiple times with cheap imported parts and did multiple line shutdowns to correct the issues which ranged from no hot water to shower valve leaking and even no cold water. We did not install the parts wrong.This cartridge can only be installed one way. It has tabs both inside the shower and between the two pieces that fit together. Installing it wrong is 100% not possible. The shower valve was condemned by ***** on 10/5 when the repair parts did not fix the issue (only created more problems)and then again by ***** on 10/12. ****** went and removed the temperature limiter completely to get a little cold water to mix and then re-condemned the valve which absolutely needs to be replaced. We have done everything we can. The valves need to be replaced.

• Initial Complaint

  Date:10/10/2023

  Type:Order 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.

  We are renters and the owner has a maintenance contract with Total Appliances, ********** **.Our microwave broke for the second time in three months, for the same part, which is under warranty. It has been over a month and a half, and Total is not answering our calls or returning our voice messages.

  

  Business Response

  Date: 10/17/2023

  We will have this part today.  We ordered it 2 months ago but it was misplaced.  We can schedule the install late this week if she wants to call **.   Have her call the Appliance Manager directly at ext 109. 
  

• Initial Complaint

  Date:09/22/2023

  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.

  My wife and I are renting out a condominium unit located on ******************************************************************************. Currently we are between tenants. Our excellent real estate agent examined the place for us (since were living in ***) and seriously advised to take care of the bathroom plumbing. We agreed and she reached out to Total Appliance company, the compony which has an exclusive control of all appliances repair in our building. Starting that day, I keep receiving various and puzzling inquiries/requests from Totals representatives. First, I was told that the entire repair would cost us $32 to install a broken part and I paid. Then (they completely forgot about a broken part, that I paid for) Totals technician decided that we needed a replacement of the multiple pipes. Total rep called and requested to collect $711 dollars for mentioned work and I paid again. The actual work was scheduled for today 09/22/2023. But today Totals reps came up with a new excuse to not do anything. Today Totals technician decided that it was time to break walls in the bathroom, that was a brand new and very exciting development. Totals reps reach out to me, and I was stunned and didnt have time to talk. In a few minutes I called back and stated, that I was authorizing whatever they needed. But it wasnt enough, Totals rep wanted my authorization in writing. I suggested sign all forms over email. After 20 minutes me being on hold, the rep agreed. And when everything was resolved to Total satisfaction, rep stated that nothing would be happening today, because the plumber already left, and we needed to reschedule. Obviously, no plumber ever came today. The were just looking for something else to charge me.

  

  Business Response

  Date: 09/26/2023

  
  Plumber was there and called Manager from the job. He was there to install a shower valve, but the tile wall needed to be broken in order to do so. We needed authorization and a signed damage release to break the wall. By the time the office got a hold of the owner later on, we were no longer at the job. The $32.00 part to which they are referring was a tub spout ordered by *****. When he went back to install it, it was apparently too rusted and we condemned the shower. The job is rescheduled for 9/29 and if they paid $32.00 for the part that wasnt installed and we did not reduce the price of the valve, they should be given a discount.
  

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20642586
  
  I am rejecting this response because:

  Unfortunately, the company decided to misinterpret the facts. This particular job would require a water shut off.  I'm signed to all official building's emails, and I always can see when the building advertises that in certain areas the water wouldn't be available because of certain planned work. Those emails always come two or three days before the actual event. There was no email for the planned job in my unit. This means that there was not a planned job for the day I was promised. They made the story with the wall, to cover up their mistake (at least I hope it was a mistake). The company reputation should be based on the honesty and integrity, this is not a case here. They always lie to cover up their misses. They mistakenly believe that it's Ok to mistreat their customers when it's beneficial to them. They didn't even apologize.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/10/2023

  We are sorry for the confusion and inconvenience.  The job is scheduled for Monday October 16th at 9:00AM.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20642586
  
  I am rejecting this response because:

  Unfortunately, my previous complaints did absolutely nothing. On September 29 a plumber showed up in the building, but once again the office forgot to request a water shutdown. Therefore, the plumber had to leave. I called the office and very impolite manager asked me to relax, stating that they were extremely busy and just forgot to prepare for the job. She was rude and insulting. She stated that she had no desire to spend any more time with me on the phone and someone else would call and reschedule. No one called, I had to call again and reschedule, this time for October 16. I have absolutely no confidence that this time it'd happen. Basically, they continue to treat me like a second-class citizen. I have no idea why. 

   

  Sincerely,
  

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

  

  Business Response

  Date: 10/26/2023

  Job completed 10/16/23.  Installed new shower valve in master bathroom shower.

• Initial Complaint

  Date:08/10/2023

  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.

  I paid $439.19 for home appliances insurance but when it comes to fix the problem they do not have the equipment to test it. They stated that the stove,s cleaning is missing three k**** and without them cannot test if appliance is working properly. They want to charge $60 for three k**** in order to test the oven. In other words, they do not repair nor test. I have never heard that they need the k**** to test an appliance. I am not asking them to replace the knobs, I only need to make the oven to self cleaning. The technician was very rude. He said that they do not replace not even if it is *****. I hope you can help me in resolving this issue, I am almost 70 years old and making me sick all this aggravation I am being through with Total insurance. As far as I am concerned, the clock has nothing to do with oven cleaning.

  

  Business Response

  Date: 08/10/2023

  As I stated earlier today, The ***** are not covered in the contract. It is listed so on the back of the contract.  Here is a copy:  

  SECTION II EXCLUSIONS Service replacements or repairs will not be provided for the following items, unless otherwise specified:
  C. Knobs, trays, plastic and chrome trim parts, all glass items, inner and outer cabinets and parts, shelf supports, racks, plastic or metal inner and outer tubs, burner pans, glass cooktops, oven clocks, refrigerator-freezer door liners, light bulbs, non-functional and/or non-mechanical parts, compressors, heat exchangers, condensers, and evaporator coils in refrigerators over 10 years old unless expressly stated on front of contract, non-repairable ice makers and ice dispensers, refrigerator water filters, electronic controls over 6 years, electronic displays and touch panels over 6 years, and relay and power boards over 6 years, and parts no longer supplied by or distributed by the manufacturer or distributor.

  It is not possible to test something when we cannot see the orientation of the dials.  We have no way of knowing which position the clean oven is at.   

   

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20450963
  
  I am rejecting this response because:

  if they sell the inobservo, they could easily use them to test the stove.  It is obvios that they are trying to avoid the repair.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/16/2023

  As I stated before it cannot be tested because, as it clearly states in the pictures that I was sent "Advance timer stop time 3 hours" but the know is not there, wth no k*** it cannot be set and therefore the clean feature cannot be checked.  The contract does not *********** BUT with that being said I was able to find a replacement electronic timer *************** in our warehouse, under the contract only $100 of this $388 retail price is covered but I am willing install the part for free out of the goodness of the company. 

• Initial Complaint

  Date:07/16/2023

  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.

  I am writing to express my dissatisfaction with the way I was treated by Total Appliance and Repair's air conditioning repair department and management. I have been a loyal customer of ********************************************* since ****, and I am disappointed that the company has veered off its path of great customer service.On June 20, 2023. I had my condenser coil cleaned. This process took a few days, leaving me without air conditioning. I was told that this was necessary, and it would make the unit run cooler and more efficiently. However, after the coil was cleaned, the air conditioning unit was not able to cool better.I was told that the unit put in by the builder originally in 2014 was too small for the square footage of my home. Total Appliances said that they had mentioned this to me in 2021, but I do not recall this conversation. Total Appliances condemned my air conditioning unit for future repairs. They did not refund the $375 that I paid for the coil cleaning. Additionally, they renewed my contract since 2021 even though they knew that the unit was not performing well. This to me was a questionable decision! I believe that I should be compensated for the cost of the coil cleaning and the annual contract. I am considering seeking help from a consumer law firm if this is not resolved.I would appreciate it if you would investigate this matter and take appropriate action. Thank you for your time and consideration.

  

  Business Response

  Date: 07/19/2023

  This was handled on Monday, parts are ordered, and we are giving her the dryer handle at no charge.

• Initial Complaint

  Date:06/14/2023

  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.

  I have been dealing with Total, appliance and repair for my side-by-side refrigerator freezer. I have been complaining that my refrigerator is not cold enough for over a year. There is a thermometer in there showing that is it is at the very lowest level of cold before dangerous. I have had total technicians in there many times, and it was even taken to the shop for a new compressor, which does not seem to be doing the job. I am unable to verify that There is a new compressor as it is behind and under the side-by-side refrigerator, freezer and unable to be seen by me, I also have had a leaking water dispenser onto my floor for almost a year and the last technician stated there are no more parts to repair this issue. Now, a manager named ****** insists that He must come to see the problem before they will replace it as I do have replacement coverage on my warranty , this has been going on for almost a year and is wasting my money on my contract. We have made many of times for him to meet with this gentleman ****** who watches over my apartment since I live in *******. ****** also works in the building and has attempted to meet ****** multiple times , ****** just refused to wait a few extra minutes at times and just left one time ****** was in the elevator coming up and ****** would not wait. I have been trying to get the two together. I have someone in the building who can let ****** into the apartment to see the issue but he refuses unless I am physically there , I live in ******* and it is very difficult. He now refuses to meet with ****** even though I keep trying to get the two together. months are going by and there is no repair and have an issue with spoiling food when I am there. Last time I was there I called Total to let them know a gallon of milk spoiled in less than three days. No one came out. I do not know when I will be there next. ****** refuses to adjust his schedule to meet ****** He is rude and very unprofessional Difficult to deal with

  

  Business Response

  Date: 06/15/2023

  My Appliance Manager, ****** is going with a helper to address the situation.  He spoke with the complainant. 

• Initial Complaint

  Date:05/23/2023

  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.

  On Monday I called total appliance ,I was number 18 on line.to ask for my Moms a/c to be repaired.the guy came later in the day was there for three minutes said he changed fuse on roof and it should take a half hour to cool,Two hours later still not cool .called the following day was number 15 in line,they told me someone would be there wednesday afternoon to fix a problem that was supposed to be fixed on Monday.Basically mym 90 year old mom is without a/c for 4 days assuming they really show up and actually fix it

  

  Business Response

  Date: 05/24/2023

  I have expedited this to the **************** Manager and the ** Manger

• Initial Complaint

  Date:05/19/2023

  Type:Sales and Advertising 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.

  Total do not return calls even messages on their emergency line and they dont answer the phone you go to the q and after is your turn the phone rings and rings and none answers the phone ! I let the phone for 10 minutes and none pick up I had to call an AC company to fix my AC I am an asthmatic and I have respiratory issues I need my AC working we have a service contract with them and is useless! My AC bill was for $550 . I cant afford that kind of bill I want my money refunded from total

  

  Business Response

  Date: 06/05/2023

  We checked our records and didn't find any calls from this person who is a tenant and not the owner.   Yes,sometimes the que is full, but we eventually get to the call.  ****** system does not have VM so I don't see how the tenant could leave a message.  The tenant should have called the homeowner and the homeowner would have called **.    We do not take responsibility for bills when a tenant calls another company without giving ** an opportunity to fix the issue.