5280 Webb Parkway NW, Lilburn, GA 30047 map »
Some good technicians (Bruce in particular), but the owners and office staff are horrid. The office is total chaos and disorganized. When called out on their many errors with scheduling and... paperwork, they adopt a patronizing attitude and attempt to blame the customer for their lack of organization. I just got called a "smart a$$" multiple times by a representative at this business and got hung up on repeatedly by this representative. A business that plays phone games??? STAY AWAY. Juvenile, rude, and disrespectful ownership and management. Customer service is abysmal.VIEW MORE »VIEW LESS »
I had Total Quality Services (herein referred to as Total Lack of Quality Services) come out to fix a faulty motor on my A/C unit. 2 months later to the day, my fan blade falls off the motor. The tech from the SAME company laughed and said his guy who fixed it wasnt a master technician and didn't install the hub correctly on the fan blade. Well, I am assuming this meant they were going to cover the part and labor under warranty. After waiting 1 week for the part to come in I finally called them for a status. Guess what, they said they were not covering it. Horrible experience and horrible customer service. Please be warned!
Some good technicians (Bruce in particular), but the owners and office staff are horrid. The office is total chaos and disorganized. When called out on their many errors with scheduling and paperwork, they adopt a patronizing attitude and attempt to blame the customer for their lack of organization. I just got called a "smart a$$" multiple times by a representative at this business and got hung up on repeatedly by this representative. A business that plays phone games??? STAY AWAY. Juvenile, rude, and disrespectful ownership and management. Customer service is abysmal.
AHS sent them out to fix my AC, they were more interested in selling me a service contract than fixing the issue. They left without fixing the problem. I had to have another contractor sent out that was able to find and fix the problem.
This company was on the list of vendors of our home warranty company. They came to our house to "diagnose" the problem with our heating system and were bold enough to say that they would "get to our claim and submit paper work when they can at their convenience." They said they had no idea how long it would take. I don't know what kind of company can do this and stay in business. They never had the customer's interest ind mind. Thankfully, we were able to choose a different company. Keep looking and find another company.
I've been using TQS since I bought my house for HVAC PM and repairs and have been happy with the service. During the most recent PM they showed me iPhone pictures of the problems they found (16 yrs of duct dirt and cracked inducer motor) and options for repair/replace. They came next day and cleaned ducts and installed new furnace - very friendly and professional and did great work. Even painted the old rusted vent covers to make them look like new.
Wes is very helpful and ready to help out at any time of day. He is very knowledgable and also helped me be more proactive about preventative care for my HVAC system
I was having issues with a noisy AC system and contacted my home warranty company AHS. They dispatched Total Quality Services to my condo to take a look. My appointment was scheduled between 12-5PM. The tech called at 5:15 to say he'd be there by 6. Once he got here, he took one look at my system and said the noise is normal and that I have no issue. He then charged me for the service call and left. He didn't open the unit, didn't check any of the fluids, nothing. Two weeks later the system stopped cooling. I called Estes this time and they came out promptly and found a leak in my system. Stay far away from Total Quality Services.
When a company provides me with the type of unfathomably shabby treatment that Total Quality Services visited upon my, I tend not to remain a customer. While I was out of town for the 4th of July weekend, my A/C died. I had used Total Quality Services before with my AHS home warranty. Although the warranty had lapsed, I called them again. Leslie the tech (with whom I have no complaint) arrived that afternoon. Although he couldn't find much wrong, he added some Freon anyway. That seemed to help for a while, but on Friday, the A/C stopped working again. I called Total Quality Services Saturday morning to have the tech back out to try again. Same-day service wasn't available, but they scheduled me first thing Monday morning. Foolishly taking their word, I took Monday off. When I called at 9:30am, I was told to expect a tech by 2pm. At 3:30pm, I was next in line. At 5:30pm, I was still next in line. By 7 pm, the office was closed, it was 94 degrees, and I was out of luck. At any point, Total Quality Services could have called me to give me an honest status about their techs' schedules. I spent Tuesday morning searching for alternatives, and when Tammy and Greg at Ronald Smith Heating and Air offered same day service, I fired Total Quality Services. I'm likely to need another A/C unit. I guarantee someone besides Total Quality Services will get the job.
2+ weeks since AHS called them to my house- still no A/C. Incorrectly diagnosed twice. Asked for emergency call and said I would wait another 24 hrs.
Its been 30 days and I still have not got a working system. Their first tech just refilled the freon. Did not actually fix the problem. Next guy came out and said needed a new AC unit. 20 days later they came out to install it and "Didnt have the tools needed". No one calls to reschedule etc.. Still waiting!
I called Total Quality Services the other day because my house had no heat. They sent out a technician that day who acted very professional and explained exactly what his diagnosis was. Thankfully it was just a minor issue and I was able to have a warm house that night. I can say this is the first heating and air company I've hired that I feel I can trust.
Had a problem with a socket outage in a bedroom and circuit box was buzzing. Technician came out and fixed it quick and fast. I was pleased with everything.
Around Dec. 10, 2010 I called my home warranty company AHS (American Home Shield) with a need for my heating system to be fixed. AHS contracted with Total Quality Services (TQS) to fix our heat. TQS gave us a service time window and showed up 3+ hours later after 10pm! Next day still no heat! Over the next 3 days- 4 days TQS came to our home 2 more times, gave excuses about why they had to put other service calls before us and still coming 3+ hours after the promised time and still we sat in a COLD house!! Finally I had to call AHS and escalate the call and was allowed to find a different contractor to help us... Today Dec. 19, 2010 "Veasey Total Completion" fixed the issue in 30 minutes and found mistakes that TQS made. For example, TQS improperly wired the thermostat so on the coldest days in Atlanta our heating system blew out COLD air since it was wired for the system to run on FAN setting!
Needed help ASAP when furnace heating system went down on 12/9/10. Technician arrived in a very reasonable time. His name is Lawrence, a rare combination of excellence and amiabiity, not seen often in these times. He stayed with the job until circa 9 PM to get the system working again. Gave us good advice as to the general condition of our HVAC system.....no "expensive repair B.S." Recommend TQS!!! On a scale of 1 to 10....I give them a 15!! P.S. Their other techs who have come on other situations here are all highly rated. Price for job very reasonable.
My heat wouldn't come on one the first cold day in Georgia and these guys got me up and running within hours. They were friendly and offered excellent customer service - even gave me a new thermostat for free. I'd recommend them to anyone! Thanks Mike and Lloyd!