Total Systems Heating-Cooling
NC-210, Spring Lake, NC

Total Systems Heating-Cooling Reviews

4.1 stars based on 47 reviews

Featured Comments:

• S

  Sarah Holbert

  5.0

  Our AC went out in the 90+ degree weather and Ryan from Total Systems was at my house within 30 minutes, diagnosed the problem, and fixed it within a timely manner. We’re so thankful for the fast response on a weekend! Would recommend to anyone in the Spring Lake area

• J

  J Hester

  5.0

  Our AC went out and Dwayne was able to come out the same day, diagnosed it, had the part needed and got us back up and running quickly. With a pregnant wife at home, I don't need to say how important AC is at the moment. Thank you for the quick and efficient work on short notice!

• L

  Linda Smith

  1.0

  I am a first time home buyer I called them they came out and diagnosed my problem. Put in the wrong part then charged me the difference in the part. Only to find out it was a bad compressor. I used my home warranty and have no A.C. They didn’t care they took my money and left me in the situation. Had I hired a different company I would of been charged 80 to know the real problem and could of used my home warranty towards it. They gave me back 125 out of the almost 700 I paid. I was very patient with them through the whole month waiting on the new part and all. Before I knew what was happening to me I recommend them and got them business just to be scammed by them. Be very careful!

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  Response from the owner

  Thank you. We make every effort to insure our customer service to clients such as yours. We made an exception to work with your home warranty and you. Company policy we don't do work with home warranties. Being you didn't have a legible label for the model or serial number on your 1994 system. Our company did the best to match the motor to your system with our parts vendor for Nordyne. The motor had to be ordered and once received we installed. A week latter you called back with no AC we were able to determine that the first motor was not matched correctly by Nordyne parts vendor. The Nordyne parts vendor said it could be one of two motors not knowing the model and serial at the time. So we came out and only charged you for the difference in the motors cost. No service call charges or other fees were charged. We can't speak for why your home warranty would not cover the difference. We even refunded you half of the money for that additional cost difference in motors of $109.96. Our Company was trying to provide you with good customer service knowing the warranty company refused to cover the cost. Total Spent by you was $109.96 and $50.00 for the deductible on your home warranty. Our company invoiced you a total of $159.96. PAID BY YOU Not sure where your $700.00 came from because the two invoices combined didn't total that. Your home warranty paid a total of $169.93 for the 1st service call of the original motor installed. Still only a total of $329.89 not $700.00. We are always trying to help our clients out and be fair in the process. I am sorry we were not able to reach this level of customer service you desired we cant always be 100% but we try for a close 98%. As for the compressor, the motor and compressor run independently of one another. If the compressor failed the system would not run. You must have the compressor operational being its the heart of the condenser. To be able to diagnose anything else the condenser must be running. Your condenser is a 1994 well past the life expectancy for a condenser. I am sorry that your compressor went out shortly after our visit but it has nothing to do with the original call made to our office for a condenser fan motor being out. The two don't even go hand in hand to one another on the trouble shooting aspect. We can appreciate that most homeowners don't know that or now how a system operates out side of the t-stat. The last they know is we were out and there system is not working again. We are a sincere family owned business that always puts our customers first. We never put profits in-front of whats right and if we make a mistake we own it and do what is needed to correct the problem. We though we had provided you with care and concern when speaking to you and helping you through this process. As a company we will reflect on how to improve from this service call and meet with our staff for future calls to insure we don't have this happen again. Thank you Sincerely, Management

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