Total System Services, Inc.

It took over two months to complete a simple residential AC installation transaction with Total System Services (TSS). From the botched scheduling of the estimate, to the resolution of the property damage, we were treated with disrespect.

To begin with, our schedules were frequently disrupted, as every appointment was riddled with scheduling snafus. What should have taken a total of about two days off ended up consuming the better part of my vacation hours for an entire year. These days were largely spent waiting for people who never came, dealing with people who came late or early, or ones who had to revisit our home due to mechanical/electrical failures and damage issues.

Communication with TSS was spotty, at best. We waited by the phone for calls that were promised, but never came. We sent many emails to every dispatcher, administrative assistant, and manager who ever interacted with us; most went with no response. We begged for information, even a simple update, and – far more often than not - got misinformation, or nothing.

What is more, our unit failed both the mechanical and the electrical inspections, causing us to take even more time out of our schedules, because the work they professionalize in was not done properly to begin with. This is one of the more difficult things to understand, since installing HVAC units to code is their business. It is even more odd, because a manager actually came out to supervise the final portion of our AC installation, and we still failed both inspections.

The only things we ever asked for were communication, honesty, and competence. No amount of discounts from failed guarantees ($500 for untimeliness; $500 for the hassle), cabinets to cover interior damage, or extra coverage for our unit could ever make up for the strain, property damage, and wasted time caused by this company. This was a horrible experience with a company who seems to have little care for their customers, or reputation.