[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
United Air Temp has looked into the [redacted] system and agreed with the customer that the system is not preforming as the customer had asked for.United Air Temp has agreed to remove the [redacted] and refund the customer. We are sorry for any inconvenience this may have caused.United Air Temp...
has left messages with the customer and sent an email to remove and refund the customer, we are just waiting for a response.Thank youBob B[redacted]C.O.O.United Air Temp
From: [redacted] <[redacted].com>Date: Thu, Aug 6, 2015 at 5:21 PMSubject: Re: Your complaint has been receivedTo: [email protected] Air Temp has met its obligation in full as of Aug.6 2015 when it installedthe filter to the Heating and ventilating unit.
[redacted] [redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
[redacted]
[redacted]
United Air Temp P.O. Box 6300 Springfield, Virginia 22150 August 7, 2016 Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear [redacted]: This letter is in response to the complaint filed by [redacted]. [redacted] would like work completed on...
an air conditioning unit so that the home will pass an inspection. United Air Temp had been trying to contact [redacted] at two different phone numbers for several weeks unsuccessfully; we have recently made contact and begun the repair process, which should be completed soon and allow the inspection to be completed as well. I apologize for the late response; I had been waiting for a more firm schedule of repairs. Although [redacted] mentions water damage, he and service manager Paul E[redacted] have discussed this and agree that the water leak existed before the air conditioning unit was installed and was not related to the installation. An electrician visited the [redacted] home on Friday, August 6 to replace the breaker. When the electrician has completed his work he will pull an electrical permit; when the electrical work is inspected and passes, the work covered by the mechanical permit (work related to the air conditioning unit) will automatically pass as well—there is no need for a second inspection. Mr. E[redacted] has ordered a special-order filter at no charge to the customer for their inconvenience. We do sincerely apologize for the delays. Sincerely, Robert *. B[redacted] Chief Operating Officer
which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I do not agree with the response. I am United Air Temp customer since more than 10 years. The technician they sent at the first time was very rude. He saw the filter was dirty (not clogged) and started blaming the problem on us that we did not clean the filter. I was not at home and wife had to deal with his rude behavior. He did not even bother to look for any other problem and right away blamed the problem on us. The next day he came, he was rude again. When I asked him a few questions about what he was doing etc. he started talking very rudely again. After that I requested the manager to send any other technician. The other technician was nice. He was ok with answering my questions.Secondly we were without AC for more than a week, it was about 1 and 1/2 week. I think they took too long to find the problem and then fix it. I am not asking for financial compensation. But I am requesting them to fix their processes.I am really disappointed with the service they provided.
Regards,
[redacted]
The boiler and hot water permit# [redacted] passed 8/24/15 , and we received the response that it had not from the customer through the Revdex.com on 11/9/15Bob B[redacted]
United Air Temp[redacted]Springfield, Virginia 22150May 11, 2016 Revdex.comAttn: [redacted] Homeowner: [redacted]Case #: [redacted] Dear Mr. [redacted]: This letter is in response to the complaint filed by [redacted]. Mr. [redacted] feels that United...
Air Temp should have indicated to his home warranty company that his air conditioning unit be replaced rather than repaired; this determination is made by the home warranty company rather than by us, and is based on the facts that we are required to accurately and honestly provide to them. Their determination was that the unit was repairable, and therefore did not require replacement. Mr. [redacted]’s request that we provide information to sway the home warranty company to make a more favorable decision would be neither accurate nor honest, and we cannot and will not falsify our report. If Mr. [redacted] is unhappy with this policy, he should direct his concern to his home warranty company rather than us. Our technician visited his home as a contractor sent by his home warranty company and discovered a problem with the compressor; he reported this to the home warranty company. Their policy dictates that a unit will only be replaced when a repair can no longer be made, and they approved a repair to the compressor. Because the unit is 22 years old, Mr. [redacted] felt that it should be replaced and the cost covered by his home warranty company. This is not our call. We merely present the facts and follow the procedures outlined by them, and they make the determination. The age of the unit is not their concern. Because of the unit’s advanced age, we did recommend to Mr. [redacted] that he consider “upgrading” his warranty claim to replacing rather than repairing the unit; this is not “upselling” as he suggests, but a legitimate option to consider. Upgrading would allow Mr. [redacted] to use the repair cost provided by his coverage toward the purchase of a newer, more efficient unit. He would be responsible for the remainder of the cost. If he does not want to spend any additional money, he is free to accept his home warranty company’s determination and simply repair the compressor. If he prefers to replace his aging unit, he can use that money toward the purchase of a new unit. Mr. [redacted] states in his complaint that he had “no choice” but to accept United Air Temp as the contractor that was sent to his home. It should be noted that as a home warranty client, he always has the option to request a different contractor visit his home. Mr. [redacted] also states that we refused to have a manager visit his home that day to confirm the failure of the compressor. We did not refuse—we were unable, because the manager’s schedule was already full that day. It is United Air Temp policy to have a manager confirm all repairs of this magnitude. The manager offered to come out to the home early the next day—but then Mr. [redacted] was unavailable. He confirmed the diagnosis on the first day that both parties were available. Mr. [redacted] also suggests our recommendation to replace the unit would have changed based on who visited the home. This is untrue. Our recommendation has consistently been to replace the unit; it is the home warranty company whose policy it is to repair it whenever possible. A different manager would not have provided a more favorable report. Lastly, Mr. [redacted] implies that charging his credit card for the Freon he received before placing the order for the compressor is somehow illegal. To clarify, this portion of the cost of the Freon was not covered by his home warranty company. The compressor was a covered part, but all non-covered items must be paid for or pre-paid. Mr. [redacted] was not charged for anything before it was ordered. He was merely asked to pay for what he had already received. At this time, the compressor has been installed and the unit is functioning properly. Despite Mr. [redacted]’s concern that he might receive a used replacement part, it should be noted that the compressor was not only new, but factory-direct from Carrier, the same manufacturer of the entire unit. While Mr. [redacted]’s wish is that the replacement of his unit be covered by his home warranty company, that is not their policy; if he would like to pursue this matter he should speak to them directly. United Air Temp did, as he demands, “what they should have done”—report their diagnosis accurately and honestly to the home warranty company and make a solid recommendation that provided him with additional options. Mr. [redacted] is not entitled to anything more. Sincerely, Robert R. B[redacted]Chief Operating Officer
United Air Temp manager, Roger M[redacted] has talked to the
customer, a new unit has being replaced under the manufacture warranty. The
customer has expressed he is happy and will have the complaint retracted. We appreciate
your continued business with United Air Temp
Bob...
B[redacted]
Chief operating Officer
United Air Temp
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me only because I don't wish you give this matter any more attention. I work for the largest employer in the state of Maryland and I will be expressing my displeasement with the results through other media outlets.
Regards,
[redacted]
United Air Temp P.O. Box 6300 Springfield, Virginia 22150 August 12, 2016 Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear [redacted]: This letter is in response to the complaint filed by [redacted]’s home sustained water...
damage after an air conditioning unit was serviced, and she is asking that United Air Temp resolve the resulting structural and cosmetic repairs. We absolutely agree that we are responsible for these costs, and are in fact already in the process of working with [redacted] to complete the work. We do wish [redacted] had allowed our company the opportunity to make this situation right before filing her complaint just one day after the damage was discovered; we certainly would have provided the same response and done our best to make the necessary repairs quickly and efficiently. We are deeply sorry for the inconvenience [redacted] has experienced. Unfortunately, when a coil for an air conditioning unit is installed in the attic, the condensate lines carrying the condensation from the coil are very long, and they do sometimes become clogged. Our responsibility is to make sure the line is completely free of those clogs; in this case, clearly something was missed. The repairs to the air conditioning unit were already completed before this complaint was received; the Director of our Human Resources Department is currently working with [redacted] to complete the cosmetic and structural repairs, including drywall replacement and repainting. Our most sincere apologies go out to [redacted]; should a situation like this ever arise in the future, we ask that she contact our headquarters directly to expedite the resolution. United Air Temp stands by its work, and would want to correct any errors immediately and with as little inconvenience to the customer as possible. Sincerely, Robert *. B[redacted] Chief Operating Officer
United
Air Temp did a preventative maintenance check on [redacted]'s heating system on
October 14th. A complication arose and we were called back to the home;
apparently there was some confusion about whether there would be an additional
charge for this visit, and we apologize for that...
miscommunication. Our technician
made the repair and added two pounds of refrigerant at no cost to the customer.
After we received the complaint letter, a service manager contacted [redacted]
and confirmed that she was happy with the outcome. He offered her a refund or a
free one-year warranty as compensation for the inconvenience she experienced;
she informed him that her daughter would call back. We have not heard back yet,
so I will have our office send a full refund to [redacted] in the amount of
$234.95. [redacted] is a valued customer, and we hope to continue providing her
home with service in the future.Bob B[redacted]
United Air Temp P.O. Box [redacted] Springfield, Virginia 22150 August 26, 2016 Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear Mr. [redacted]: This is a second response to the complaint filed by [redacted]. Ms. [redacted] states that she has still not received her refund. I ask that she contact [redacted] directly as to why this is the case; as I stated in my first response, United Air Temp issued her a full refund on Friday, August 12th. I requested confirmation from our credit card processing company, Orbital; their documentation shows that the two transactions, one in the amount of $310.00 and one in the amount of $125.00, were both accepted by [redacted] on August 16th. If these credits have not been posted to Ms. [redacted]’ account yet, that is a timeframe determined by her credit card company and beyond our control. I would assume that they are certainly present by now, and ask Ms. [redacted] to doublecheck her account. As to Ms. [redacted]’ other comments, I can only add that the second technician who visited her home was more experienced than the first, as is often the case in vocations where employees learn their trade hands-on. This is why he was able to properly diagnose the issue at that visit. I acknowledge that the necessary repair would have been costly and time-consuming, but that is a product of the age of the unit, not any individual’s doing or error. Additionally, our technician tried to do everything in his power to help Ms. [redacted] avoid that repair—time and effort she was not entitled to and at no cost to her. I am saddened that Ms. [redacted] still finds fault with those actions. Sincerely, Robert R. B[redacted] Chief Operating Officer
United Air Temp P.O. Box 6300 Springfield, Virginia 22150 September 19, 2016 Revdex.com Attn: [redacted] Homeowner: [redacted] Case #:[redacted] Dear [redacted]: This letter is in response to the complaint filed [redacted] is requesting that...
United Air Temp refund him for his tenants temporary housing, this is not within the scope of our agreement with his home warrantee company [redacted]).Unfortunately, but not uncommon your rental property unit has had many different problems, and we have repaired all of them as they have failed. The fan motor, refrigerant, and finally the compressor failed. The compressor is a major component and takes 7-10 days to do the repair because the part must be ordered and then set for an experienced technician to repair. I know the service manager has talked to you and explained all of this. I certainly can appreciate your frustration with a system that has had so many failures in a row. The system is now working and we are finished. If you have any other issues please feel free to call the service manager for your area Daniel C[redacted] Sincerely, Robert *. B[redacted] Chief Operating Officer
United Air Temp P.O. Box 6300 Springfield, Virginia 22150 September 23, 2016 Revdex.com Attn: [redacted] Homeowner: [redacted] Case #:[redacted] Dear [redacted]: This letter is in response to the rejection of the complaint filed [redacted]. Sorry for the delay, the installation for Monday was cancelled because of bad weather, rain. The compressor was installed the next day Tuesday the 20th and all is in proper working condition. Thanks you for your business Sincerely, Robert *. B[redacted] Chief Operating Officer
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: As of this date, 7 March 2017, my wife and I have yet to receive a refund from this company. Aside from reading this message, we've received no correspondence by mail or email as to why we haven't received our $75.00 refund.
Regards,
[redacted] / [redacted] / [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I decided to move on since I know they will claim the warranty company to be the solution for my problems. I have also file complaint with warranty company due to bad service provided as they are contracted with a bad company. This complaint is to forward attention of the business owner of how misinformation the personnel can be along with prices are never stable.
Regards,
[redacted]
United Air TempP.O. Box 6300Springfield, Virginia 22150June 17, 2016 Revdex.comAttn: [redacted] Homeowner: [redacted]Case #: [redacted] Dear [redacted]:This letter is in response to the complaint filed by [redacted]. [redacted] claims that he and his wife were given...
misinformation that resulted in a repair not being made, and would like to have the job completed. United Air Temp would like to clarify the miscommunication that exists and complete the repair as well, but we have been unable to reach [redacted] after numerous attempts. Our Operations department has called him four times at varying times of day, in addition to the calls made by one of our service managers; we have also emailed[redacted] and contacted his home warranty company to inquire as to whether he has contacted them. He has yet to respond. Because we are unable to communicate with [redacted], we have requested that his home warranty company transfer him to another vendor if or when he contacts them about this issue.One of [redacted]’s complaints is that he was given no specific time when our technician would arrive at his home to diagnose his air conditioning unit. This is correct—but as he mentions himself, the temperature was over 90 degrees that day. [redacted] was not our only customer without air conditioning; in fact, this is our industry’s busiest time of year, and we are flooded with service calls. To schedule a specific time slot would have meant having [redacted] wait approximately four days. Instead, we offered what we refer to as being “put on call”—that is, at the earliest time there is a window of opportunity to fit him in, we will notify him and visit the home at that time. It allows customers to be seen faster during this busy season. It is not ideal, but it is the best any HVAC company can offer during these months. This difficulty in meeting also occurred when service manager James P[redacted] visited the home to confirm the technician’s diagnosis and discuss repair options with the [redacted]. Mr. P[redacted] left a message with [redacted] 30 minutes before his arrival that he was heading to their home—again, in this busy time, the most expedient option we can offer. When Mr. P[redacted] arrived, [redacted] was not present; Mr. P[redacted] viewed the exterior equipment on his own and—in the interest of expediting the repair—contacted the home warranty company to have the repair authorized. By the time [redacted] was able to reach the home, Mr. P[redacted] had left for his next call. It would have been preferable to meet with [redacted] personally, but our manager did not want to delay the process further.[redacted] states that his claim was approved and then denied, then approved again. The claim was never denied, nor did any prices quoted to either [redacted] or his wife ever change. There is clearly a miscommunication here that led to some confusion, but we want to assure the [redacted] that the information we provided to both of them was consistent and accurate. [redacted] mentions that our technician did not wear shoe covers in their home, and for this we do apologize. It is our policy to always take this into consideration, and we will remind our technicians that this is the case. I feel United Air Temp did everything within our means to communicate and expedite this repair, and have tried repeatedly to reach [redacted] to resolve the issue. As he has never responded to any of our attempts, we believe he would be happier with another vendor, and because of this have requested to his home warranty company that they transfer his case if or when he contacts them. Sincerely,Robert ** B[redacted]Chief Operating Officer
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
United Air Temp has looked into the [redacted] system and agreed with the customer that the system is not preforming as the customer had asked for.United Air Temp has agreed to remove the [redacted] and refund the customer. We are sorry for any inconvenience this may have caused.United Air Temp...
has left messages with the customer and sent an email to remove and refund the customer, we are just waiting for a response.Thank youBob B[redacted]C.O.O.United Air Temp
From: [redacted] <[redacted].com>Date: Thu, Aug 6, 2015 at 5:21 PMSubject: Re: Your complaint has been receivedTo: [email protected] Air Temp has met its obligation in full as of Aug.6 2015 when it installedthe filter to the Heating and ventilating unit.
[redacted] [redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
[redacted]
[redacted]
United Air Temp P.O. Box 6300 Springfield, Virginia 22150 August 7, 2016 Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear [redacted]: This letter is in response to the complaint filed by [redacted]. [redacted] would like work completed on...
an air conditioning unit so that the home will pass an inspection. United Air Temp had been trying to contact [redacted] at two different phone numbers for several weeks unsuccessfully; we have recently made contact and begun the repair process, which should be completed soon and allow the inspection to be completed as well. I apologize for the late response; I had been waiting for a more firm schedule of repairs. Although [redacted] mentions water damage, he and service manager Paul E[redacted] have discussed this and agree that the water leak existed before the air conditioning unit was installed and was not related to the installation. An electrician visited the [redacted] home on Friday, August 6 to replace the breaker. When the electrician has completed his work he will pull an electrical permit; when the electrical work is inspected and passes, the work covered by the mechanical permit (work related to the air conditioning unit) will automatically pass as well—there is no need for a second inspection. Mr. E[redacted] has ordered a special-order filter at no charge to the customer for their inconvenience. We do sincerely apologize for the delays. Sincerely, Robert *. B[redacted] Chief Operating Officer
[A default letter is provided here...
which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I do not agree with the response. I am United Air Temp customer since more than 10 years. The technician they sent at the first time was very rude. He saw the filter was dirty (not clogged) and started blaming the problem on us that we did not clean the filter. I was not at home and wife had to deal with his rude behavior. He did not even bother to look for any other problem and right away blamed the problem on us. The next day he came, he was rude again. When I asked him a few questions about what he was doing etc. he started talking very rudely again. After that I requested the manager to send any other technician. The other technician was nice. He was ok with answering my questions.Secondly we were without AC for more than a week, it was about 1 and 1/2 week. I think they took too long to find the problem and then fix it. I am not asking for financial compensation. But I am requesting them to fix their processes.I am really disappointed with the service they provided.
Regards,
[redacted]
The boiler and hot water permit# [redacted] passed 8/24/15 , and we received the response that it had not from the customer through the Revdex.com on 11/9/15Bob B[redacted]
United Air Temp[redacted]Springfield, Virginia 22150May 11, 2016 Revdex.comAttn: [redacted] Homeowner: [redacted]Case #: [redacted] Dear Mr. [redacted]: This letter is in response to the complaint filed by [redacted]. Mr. [redacted] feels that United...
Air Temp should have indicated to his home warranty company that his air conditioning unit be replaced rather than repaired; this determination is made by the home warranty company rather than by us, and is based on the facts that we are required to accurately and honestly provide to them. Their determination was that the unit was repairable, and therefore did not require replacement. Mr. [redacted]’s request that we provide information to sway the home warranty company to make a more favorable decision would be neither accurate nor honest, and we cannot and will not falsify our report. If Mr. [redacted] is unhappy with this policy, he should direct his concern to his home warranty company rather than us. Our technician visited his home as a contractor sent by his home warranty company and discovered a problem with the compressor; he reported this to the home warranty company. Their policy dictates that a unit will only be replaced when a repair can no longer be made, and they approved a repair to the compressor. Because the unit is 22 years old, Mr. [redacted] felt that it should be replaced and the cost covered by his home warranty company. This is not our call. We merely present the facts and follow the procedures outlined by them, and they make the determination. The age of the unit is not their concern. Because of the unit’s advanced age, we did recommend to Mr. [redacted] that he consider “upgrading” his warranty claim to replacing rather than repairing the unit; this is not “upselling” as he suggests, but a legitimate option to consider. Upgrading would allow Mr. [redacted] to use the repair cost provided by his coverage toward the purchase of a newer, more efficient unit. He would be responsible for the remainder of the cost. If he does not want to spend any additional money, he is free to accept his home warranty company’s determination and simply repair the compressor. If he prefers to replace his aging unit, he can use that money toward the purchase of a new unit. Mr. [redacted] states in his complaint that he had “no choice” but to accept United Air Temp as the contractor that was sent to his home. It should be noted that as a home warranty client, he always has the option to request a different contractor visit his home. Mr. [redacted] also states that we refused to have a manager visit his home that day to confirm the failure of the compressor. We did not refuse—we were unable, because the manager’s schedule was already full that day. It is United Air Temp policy to have a manager confirm all repairs of this magnitude. The manager offered to come out to the home early the next day—but then Mr. [redacted] was unavailable. He confirmed the diagnosis on the first day that both parties were available. Mr. [redacted] also suggests our recommendation to replace the unit would have changed based on who visited the home. This is untrue. Our recommendation has consistently been to replace the unit; it is the home warranty company whose policy it is to repair it whenever possible. A different manager would not have provided a more favorable report. Lastly, Mr. [redacted] implies that charging his credit card for the Freon he received before placing the order for the compressor is somehow illegal. To clarify, this portion of the cost of the Freon was not covered by his home warranty company. The compressor was a covered part, but all non-covered items must be paid for or pre-paid. Mr. [redacted] was not charged for anything before it was ordered. He was merely asked to pay for what he had already received. At this time, the compressor has been installed and the unit is functioning properly. Despite Mr. [redacted]’s concern that he might receive a used replacement part, it should be noted that the compressor was not only new, but factory-direct from Carrier, the same manufacturer of the entire unit. While Mr. [redacted]’s wish is that the replacement of his unit be covered by his home warranty company, that is not their policy; if he would like to pursue this matter he should speak to them directly. United Air Temp did, as he demands, “what they should have done”—report their diagnosis accurately and honestly to the home warranty company and make a solid recommendation that provided him with additional options. Mr. [redacted] is not entitled to anything more. Sincerely, Robert R. B[redacted]Chief Operating Officer
United Air Temp manager, Roger M[redacted] has talked to the
customer, a new unit has being replaced under the manufacture warranty. The
customer has expressed he is happy and will have the complaint retracted. We appreciate
your continued business with United Air Temp
Bob...
B[redacted]
Chief operating Officer
United Air Temp
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me only because I don't wish you give this matter any more attention. I work for the largest employer in the state of Maryland and I will be expressing my displeasement with the results through other media outlets.
Regards,
[redacted]
United Air Temp P.O. Box 6300 Springfield, Virginia 22150 August 12, 2016 Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear [redacted]: This letter is in response to the complaint filed by [redacted]’s home sustained water...
damage after an air conditioning unit was serviced, and she is asking that United Air Temp resolve the resulting structural and cosmetic repairs. We absolutely agree that we are responsible for these costs, and are in fact already in the process of working with [redacted] to complete the work. We do wish [redacted] had allowed our company the opportunity to make this situation right before filing her complaint just one day after the damage was discovered; we certainly would have provided the same response and done our best to make the necessary repairs quickly and efficiently. We are deeply sorry for the inconvenience [redacted] has experienced. Unfortunately, when a coil for an air conditioning unit is installed in the attic, the condensate lines carrying the condensation from the coil are very long, and they do sometimes become clogged. Our responsibility is to make sure the line is completely free of those clogs; in this case, clearly something was missed. The repairs to the air conditioning unit were already completed before this complaint was received; the Director of our Human Resources Department is currently working with [redacted] to complete the cosmetic and structural repairs, including drywall replacement and repainting. Our most sincere apologies go out to [redacted]; should a situation like this ever arise in the future, we ask that she contact our headquarters directly to expedite the resolution. United Air Temp stands by its work, and would want to correct any errors immediately and with as little inconvenience to the customer as possible. Sincerely, Robert *. B[redacted] Chief Operating Officer
United
Air Temp did a preventative maintenance check on [redacted]'s heating system on
October 14th. A complication arose and we were called back to the home;
apparently there was some confusion about whether there would be an additional
charge for this visit, and we apologize for that...
miscommunication. Our technician
made the repair and added two pounds of refrigerant at no cost to the customer.
After we received the complaint letter, a service manager contacted [redacted]
and confirmed that she was happy with the outcome. He offered her a refund or a
free one-year warranty as compensation for the inconvenience she experienced;
she informed him that her daughter would call back. We have not heard back yet,
so I will have our office send a full refund to [redacted] in the amount of
$234.95. [redacted] is a valued customer, and we hope to continue providing her
home with service in the future.Bob B[redacted]
United Air Temp P.O. Box [redacted] Springfield, Virginia 22150 August 26, 2016 Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear Mr. [redacted]: This is a second response to the complaint filed by [redacted]. Ms. [redacted] states that she has still not received her refund. I ask that she contact [redacted] directly as to why this is the case; as I stated in my first response, United Air Temp issued her a full refund on Friday, August 12th. I requested confirmation from our credit card processing company, Orbital; their documentation shows that the two transactions, one in the amount of $310.00 and one in the amount of $125.00, were both accepted by [redacted] on August 16th. If these credits have not been posted to Ms. [redacted]’ account yet, that is a timeframe determined by her credit card company and beyond our control. I would assume that they are certainly present by now, and ask Ms. [redacted] to doublecheck her account. As to Ms. [redacted]’ other comments, I can only add that the second technician who visited her home was more experienced than the first, as is often the case in vocations where employees learn their trade hands-on. This is why he was able to properly diagnose the issue at that visit. I acknowledge that the necessary repair would have been costly and time-consuming, but that is a product of the age of the unit, not any individual’s doing or error. Additionally, our technician tried to do everything in his power to help Ms. [redacted] avoid that repair—time and effort she was not entitled to and at no cost to her. I am saddened that Ms. [redacted] still finds fault with those actions. Sincerely, Robert R. B[redacted] Chief Operating Officer
United Air Temp P.O. Box 6300 Springfield, Virginia 22150 September 19, 2016 Revdex.com Attn: [redacted] Homeowner: [redacted] Case #:[redacted] Dear [redacted]: This letter is in response to the complaint filed [redacted] is requesting that...
United Air Temp refund him for his tenants temporary housing, this is not within the scope of our agreement with his home warrantee company [redacted]).Unfortunately, but not uncommon your rental property unit has had many different problems, and we have repaired all of them as they have failed. The fan motor, refrigerant, and finally the compressor failed. The compressor is a major component and takes 7-10 days to do the repair because the part must be ordered and then set for an experienced technician to repair. I know the service manager has talked to you and explained all of this. I certainly can appreciate your frustration with a system that has had so many failures in a row. The system is now working and we are finished. If you have any other issues please feel free to call the service manager for your area Daniel C[redacted] Sincerely, Robert *. B[redacted] Chief Operating Officer
United Air Temp P.O. Box 6300 Springfield, Virginia 22150 September 23, 2016 Revdex.com Attn: [redacted] Homeowner: [redacted] Case #:[redacted] Dear [redacted]: This letter is in response to the rejection of the complaint filed [redacted]. Sorry for the delay, the installation for Monday was cancelled because of bad weather, rain. The compressor was installed the next day Tuesday the 20th and all is in proper working condition. Thanks you for your business Sincerely, Robert *. B[redacted] Chief Operating Officer
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: As of this date, 7 March 2017, my wife and I have yet to receive a refund from this company. Aside from reading this message, we've received no correspondence by mail or email as to why we haven't received our $75.00 refund.
Regards,
[redacted] / [redacted] / [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I decided to move on since I know they will claim the warranty company to be the solution for my problems. I have also file complaint with warranty company due to bad service provided as they are contracted with a bad company. This complaint is to forward attention of the business owner of how misinformation the personnel can be along with prices are never stable.
Regards,
[redacted]
United Air TempP.O. Box 6300Springfield, Virginia 22150June 17, 2016 Revdex.comAttn: [redacted] Homeowner: [redacted]Case #: [redacted] Dear [redacted]:This letter is in response to the complaint filed by [redacted]. [redacted] claims that he and his wife were given...
misinformation that resulted in a repair not being made, and would like to have the job completed. United Air Temp would like to clarify the miscommunication that exists and complete the repair as well, but we have been unable to reach [redacted] after numerous attempts. Our Operations department has called him four times at varying times of day, in addition to the calls made by one of our service managers; we have also emailed[redacted] and contacted his home warranty company to inquire as to whether he has contacted them. He has yet to respond. Because we are unable to communicate with [redacted], we have requested that his home warranty company transfer him to another vendor if or when he contacts them about this issue.One of [redacted]’s complaints is that he was given no specific time when our technician would arrive at his home to diagnose his air conditioning unit. This is correct—but as he mentions himself, the temperature was over 90 degrees that day. [redacted] was not our only customer without air conditioning; in fact, this is our industry’s busiest time of year, and we are flooded with service calls. To schedule a specific time slot would have meant having [redacted] wait approximately four days. Instead, we offered what we refer to as being “put on call”—that is, at the earliest time there is a window of opportunity to fit him in, we will notify him and visit the home at that time. It allows customers to be seen faster during this busy season. It is not ideal, but it is the best any HVAC company can offer during these months. This difficulty in meeting also occurred when service manager James P[redacted] visited the home to confirm the technician’s diagnosis and discuss repair options with the [redacted]. Mr. P[redacted] left a message with [redacted] 30 minutes before his arrival that he was heading to their home—again, in this busy time, the most expedient option we can offer. When Mr. P[redacted] arrived, [redacted] was not present; Mr. P[redacted] viewed the exterior equipment on his own and—in the interest of expediting the repair—contacted the home warranty company to have the repair authorized. By the time [redacted] was able to reach the home, Mr. P[redacted] had left for his next call. It would have been preferable to meet with [redacted] personally, but our manager did not want to delay the process further.[redacted] states that his claim was approved and then denied, then approved again. The claim was never denied, nor did any prices quoted to either [redacted] or his wife ever change. There is clearly a miscommunication here that led to some confusion, but we want to assure the [redacted] that the information we provided to both of them was consistent and accurate. [redacted] mentions that our technician did not wear shoe covers in their home, and for this we do apologize. It is our policy to always take this into consideration, and we will remind our technicians that this is the case. I feel United Air Temp did everything within our means to communicate and expedite this repair, and have tried repeatedly to reach [redacted] to resolve the issue. As he has never responded to any of our attempts, we believe he would be happier with another vendor, and because of this have requested to his home warranty company that they transfer his case if or when he contacts them. Sincerely,Robert ** B[redacted]Chief Operating Officer
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]