Total Group

Avoid this company for installs. I engaged them in May 2022 to install a new hvac unit. They initially sent third party contractors who did not complete the job. An employee then came out and could not complete the job timely either, causing my family to have to stay with relatives for a night. To this employee's credit, he at least provided a window unit for me to sleep next to overnight. After the unit was actually operating, it was not working appropriately. I had to withhold payment from this company for several months before someone came out to make it right. Fast forward 15 months, I just discovered they installed a box that is too small for the unit (see attached picture) and used tape to try to cover about a 4 inch gap. This tape melted and came loose causing several air leaks. I was told I was losing about 2 vents' worth of air due to these leaks for who knows how long...on a 1 year old system.

Holiday weekend and the HVAC stopped working. I placed a call to Total Group for help. Received a callback from Jason [on duty tech]. As it was late afternoon [and the weather was pleasant], I was okay with Jason coming out Sunday morning. Jason arrived on time [as always], inspected the unit and fortunately was able to make the repairs immediately. He had the unit cooling within 15 minutes of his arrival time. He stayed to ensure no other issues. Jason is an excellent service technician....ALWAYS on time, professional and friendly. If you're looking for a company who hires the best, look no further than Total Group. Thank you Total Group and Jason for exceptional service.

I had natural gas shut-off valve (outside furnace) that had slight leaks. I texted the photo to the Total company before I made the appointment. The technician came on August 30, 2022. I want to give 3 feedbacks: (1) Overpriced: The technician put sealant outside on the top of the shut-off valve. Charged $224, including a diagnostic fee of $89 and a service fee of $135, while the actual work took a few minutes. The technician insisted that was their company’s policy. (2) Poor quality: the shut-off valve never stops leaking. See photos for details. (3) Poor customer service: I contacted their customer service. They could make another appointment but would charge the same diagnostic fee of $89 plus whatever applicable. I don’t want to pay the same problem twice. So, I’m finding a different company now. In the meantime, I’m disputing this transaction with my credit card company now for the reason of not meeting my expectation. This is the first time I ever disputed a credit card transaction after using credit cards for more than 20 years.

Absolutely outstanding service! My heat system is fairly dated and has had multiple problems. I have worked with Total Group twice now and the service was outstanding. Both times they were very informative about the problems and best practices with my heating system. Tim and Clay both have been an incredible help!

They do not return calls or emails. They destroy your property without repairing it. The storm door and siding are damaged.

11-29-23 update: another semi annual preventative maintenance service to my unit. The technician Tim was punctual, professional, knowledgeable and courteous. Highly recommend this company. Also, preventative maintenance is cheaper than repairs. Their twice annual service is a great value for the money. UPDATE to original review: 1/2021 I had second annual preventative maintenance check. Communication with Total Group is outstanding! Received a text from Kassandra reminding me of my appointment and confirming the time. Eric, the tech, was prompt, professional and very proficient. Total Group continues to provides consistent excellent customer service. 7/2020 Total Group has provided me with outstanding service for years. Because I am a member of the Total Care Club, Much thanks to the technician. It is so refreshing to work with a locally owned small business that provides excellent customer care!!

Great people to work with. Jeff is wonderful in figuring out what was not working in our system and helping us choose the best system for our home. Brandon is another one that is great to work with. Tiffany in the office is great too! I keep track year over year our usage and we v had to replace 2 units, that said our cost went down 35%! They truly will pay for themselves