[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I called *** *** *** (***) and was told *** was simply forwarding United Air Temp's request/bill for the $to meI was further told that $was strictly between the United Air Temp and the home owner*** does not receive or benefit cent from this $If United Air Temp has put down in writing they do not qualify for the $75, they should not further try to pursue this through another door againSince United Air Temp clearly stated in their last response that I do not owe them $75, please respond/state unequivocally that United Air Temp will NO LONGER ask *** to forward this $bill to me-- in other words, this matter is closed and no money is owed in anyway to Unite Air temp*** clearly told me they only forwarded the $bill because United Air Temp wanted it
Regards,
*** ***
United Air Temp
class="MsoNormal" align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
October 10,
Revdex.com
Attn: *** ***
Homeowner: *** ***
Case #: ***
Dear *** ***:
This letter is in response to the complaint filed
by *** *** on 8/28/*** is demanding that a written
statement of apology by provided by United Air Temp for service issues she and
her husband are unhappy with We do not
feel the *** family is entitled to an apology of any kindThey were verbally
abusive to our technician and manager to the extent that we ultimately
requested to their home warranty company that they send a different contractor
to continue future work in their homeWe will not accept such mistreatment of
our employees, even if it means forfeiting business
On August 6, 2014, United Air Temp was contracted
by the ***’s home warranty company, *** *** *** (***), to visit
the home for a “no A/C” callOur technician found nothing wrong on this visit
Even if a problem does exist, this can happen if the issue is intermittent; it
is comparable to bringing one’s car in because it is making a suspicious noise
that the mechanic cannot duplicate during the serviceThe ***’s home
warranty contract requires them to pay a one-time deductible and a service fee
for the visit; however, the ***’s refused to pay because the issue had not
been resolvedI understand their frustration, but this is part of their agreement
with ***It should also be noted that the warranty offers buiprotection
for the customer; if the contractor returns to the home for the same issue (as
is often the case with intermittent problems), no additional service fees are
chargedThese fees were eventually paid, but with resistance
The next day on August 7th, we were
called to the home againOur technician discovered that the fan motor had
stopped running due to a bad capacitorHe replaced the capacitor and the
system was running within specifications
On August 13th, we returned to the
home again; this time the fan motor had died, due to the additional strain
placed on it earlier from the bad capacitorThe motor could not have been
replaced at the earlier visit, as the *** warranty prohibits us from replacing
parts that have not failedAs the failure occurred later, we were only able to
address this repair nowWe did not have the necessary replacement part in
stock, and it was ordered
On August 19th, we returned to the
home to install the new motorThe technician had difficulty confirming the
repair, and called manager Brian J*** to assist himMrJ*** arrived that
evening and resolved the issueWhile he was present, he suggested that he review
the entire system as a courtesyHe discovered that the system was low on
refrigerantBecause of the late hour, the customer agreed that he should
return another day to add the refrigerant
On August 22nd, the technician
returned to the home to perform a leak test on the system to determine the
amount of refrigerant neededWhen the ***’s were informed that their
warranty only covered $of every pound of refrigerant needed and that they
would be responsible for the balance, **Mr*** became verbally abusive to
the technician and refused to pay for the refrigerantHe spoke to MrJ*** by
phone and was verbally abusive to him as wellMrJ*** explained that these
were the terms of the customer’s home warranty and that the issue should be
discussed directly with *** and MrJ*** then began a three-way
conference call with a representative at ***, during which ***
continued to be very verbally abusive**J*** voiced that he was leaving the
call to allow the customer and *** to discuss the specific terms of the warranty,
said goodbye, and hung up*** refers to this action in her complaint
as United Air Temp “hanging up” on her husband; this was not the caseMr
J***’s appropriately exited the conference call when his presence was no
longer neededIt is *** policy to record all phone calls, and the call can be
reviewed if necessary
Although our technician completed the actual
repair, he ended up leaving the home without adding the refrigerantThis
violates our policy but was unavoidable, due to the customer’s refusal to pay
and the verbal abuse that the technician was subjected to by the ***’s and
their sonThe invoice for this visit includes this informationMrJ***
later contacted *** and requested that another contractor be sent to continue any
work with the *** family, including the addition of the refrigerant
*** is offended by the comments included
on the statement and demand that they be removed; she indicated to MrJ***
that not changing the invoice would hurt her husband at workWe will not make
any changes to the invoice; the comments are included for our protection to
document the chain of events as they occurredI do not believe the ***
family is entitled to an apology from our company and will not be offering one
All three members were rude and verbally abusive to both our technician and our
manager during home visits and phone conversations to the extent that we had to
formally notify *** that our company would no longer accept the ***’s as
customersIf the ***’s disagree, I would be more than happy to request
that *** pull the recorded conference call and make it a part of the public
record as well
Sincerely,
Robert *B***
Chief
Operating Officer
United Air Temp
class="MsoNormal" align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
October 3,
Revdex.com
Attn: *** ***
Homeowner: *** ***
Case #: ***
Dear *** ***:
This letter is in response to the complaint filed
by Ms*** *** on September 22, *** *** believes that United
Air Temp sold her a specific model of furnace as part of her warranty-covered
repair but then installed a different model, and is requesting that we either
switch the installed furnace for the preferred model or refund her money plus
an additional $United Air Temp has already explained to *** *** that
under her warranty coverage, she is only entitled to the furnace that was
installed; we have also offered to remove the system from her home and refund
all of her expenses, but she has so far refused
United Air Temp was contracted by *** ***’s
home warranty company, *** *** ***, to visit the home for a “no A/C”
call in JuneThe technician found a cracked heat exchanger, and service manager
Jason L*** came to the home to discuss furnace replacement options with
*** ***Under her home warranty coverage, a comparable replacement furnace
and its installation would be covered expenses, but there would be several
non-covered expenses that *** *** would be responsible forThese included
items such as the disposal of the old unit, parts to bring the new furnace up
to code, and duct work modificationIt was made clear to *** *** at the
time, both by MrL*** and by the *** representative that spoke to her
over the phone during that visit, that the brand name of the replacement
furnace could not be determined yet or guaranteedThis phone conversation was
likely recorded by ***
MrL*** also gave the customer two additional
options; one allowed her to upgrade and choose the specific furnace of her
preference, and the other allowed her to take a “cash out” from *** instead of
the replacement furnace, and use that money toward her own purchaseWhen *** *** learned she could not request the specific brand of furnace she
preferred under her warranty, she opted for the cash out.
A week later, *** *** contacted MrL***
and informed him that after learning of the cash out amount she would be given,
she had changed her mind and decided to go forward with the furnace
replacementShe told MrL*** she did not want to upgrade, and in fact
asked if the non-covered expenses, totaling $2,382.00, could be reducedWe
made the installation arrangements and an invoice was created that reflected
the specifications of the replacement furnace, but no brand name
On the day of the installation, *** ***
halted work on the new furnace after 90% of the job had been completed, stating
that she had purchased an *** *** furnace and we were not installing
the correct furnaceOur installers were told to leaveMrL*** contacted
the customer by phone and tried to explain that her statement was not accurate,
but she refused to listen, threatened to call *** and her credit card company,
and hung up on MrL***
MrL*** has contacted the customer several
times since then and has made two generous offers; the first was to have the
installers return to her home at no additional cost to complete the installation,
and the second was to remove the equipment from her home and refund her entire
cost of $2,for the non-covered expenses*** *** has rejected both
offers
*** *** is now requesting that we not only
refund the $2,382.00, but also the $that *** offered her as her cash out
We have made repeated offers to refund the first amount to *** *** and are
still willing to do so; however, the cash out amount must come from ***, not
United Air TempShe must contact *** to discuss receiving this amount from
them
*** has been made two offers that we
continue to stand by; she needs only to notify us of which she would prefer to
pursueThe delay in resolving this issue is due to the customer’s refusal to
select one optionShe is not entitled to receive an *** *** furnace
unless she purchases one through her upgrade optionShe is mistaken if she
believes she has already purchased this, and has already been informed by both
our company and her home warranty company that there is no “brand matching”
when replacing a furnace covered by the warranty. She is also not entitled to a refund of $
from United Air Temp, as the cash out is a warranty issue between *** ***
and *** We suggest she contact them
directly to discuss this matter
*** *** can contact MrL*** directly at
###-###-#### to inform him of her decisionUntil then, there is no more that
we can do or offer
Sincerely,
Robert *B***
Chief
Operating Officer
United Air Temp
class="MsoNormal" align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
September 4,
Revdex.com of Metro
Washington DC & Eastern Pennsylvania
Attn: [redacted]
Homeowner: [redacted]
Case #:[redacted]
To: Anita Horne
This letter is in response to the complaint filed
by [redacted] on 9/10/[redacted] is unhappy with the length of time
a repair required; he purchased several window air conditioning units on his
own and wishes to be reimbursed for them, along with the cost of an earlier
repair that he believes was unsuccessful.
United Air Temp does not feel [redacted] is entitled to any
reimbursementHe makes accusations that are unfounded and states purchasing
options as fact without understanding the legalities and polices of the industry
He has made a huge effort to attack our company from several different angles
within days of his initial visit, and I suspect that he is attempting to gain
something he is not entitled to as compensation for his frustrationI hope my
clarifications below will help explain our position
Earlier this year, a United Air Temp technician
visited [redacted]'s home to repair a reversing valveThis repair was
successful and there were no further issuesOn Wednesday, August 27th,
a technician was contracted by [redacted]'s home warranty company, [redacted], to visit the home to repair a failed heat pumpThe technician
determined that the unit would need a new compressor; this would be covered by
the warranty and the part would need to be orderedWhen the new compressor was
to be installed it would require that the unit be completely opened upAs a
courtesy, the technician offered to replace the reversing valve that had been
repaired earlier at that same timeThis replacement was not necessary; the
repaired part was functioning perfectly, but it was an ideal opportunity to
upgrade that part to a new one so as not to cause strain on the newly installed
compressorThis offer in no way suggests that the original repair was
faulty—it was an added courtesy we were trying to extend to the customerThe
damage to the compressor was more likely caused by the low levels of
refrigerant that existed at the time the reversing valve was repairedDamage
is almost always created at these times due to the strain on the system
Because the compressor was covered by [redacted]'s home and manufacture warranty, it needed to come directly from the
manufacturer rather than United Air Temp using a universal part to make the
repairOur standard policy is to allow 7-business days for an ordered part
to arrive and be installed; however, we made every effort possible to expedite
the process for [redacted]We were able to locate the part and make
arrangements for it to be delivered on the first business day after the Labor
Day weekend, on Tuesday, September 2nd—only three business days
after the visit.
[redacted] was unhappy with the time involved, as
he was hosting a wedding in his home over the holiday weekendHe contacted both
United Air Temp and [redacted] to complain and then researched the
availability of the part on his own, also contacting the manufacturer directly,
where he learned that the part was indeed present at their location in
[redacted] (we had in fact already ordered it)[redacted] took this to mean
that either United Air Temp or a customer should be able to visit the
manufacturer and purchase that part directly from them that dayThis is simply
not the case, and it is unfair of [redacted] to refer to it as a viable option
Neither a contractor nor a customer can buy directly from a manufacturer; only
a distributor canThe contractor purchases the part from the distributorOn
[redacted]'s behalf, we contacted the distributor's owner personally to ask if
there was any way to further expedite the delivery, but were told it was not
possible—immediately after the holiday weekend was the best he could do for us
It was on Thursday, August 28, while I was in the process of diligently trying
to accommodate [redacted]'s time frame that I received an email from him,
informing me that he planned to file a complaint with the Revdex.com and several other
partiesHe included a copy of the complaint for me as proofAfter receiving
this threat to tarnish our company's name because the repair could not be made
before the weekend, I contacted [redacted] and requested that [redacted]'s repair be transferred to a different contractor
A second contractor visited [redacted]'s home and
stated that the entire unit should be replacedI do not agree with this
diagnosis and am unsure as to why [redacted] would approve such a
recommendation; a covered repair would be no cost to the warranty company, but
an entire replacement would be a large additional cost to themI have to
wonder what [redacted] said to accomplish such a featUnited Air Temp did intentionally
leave the condensing fan wires (only) unattached at our last visit, and I
suspect that the customer used this action as ammunition to acquire an entirely
new unitRegardless, the issue still could not be corrected before the holiday
weekend; both a repair and a replacement involve not only time to acquire the
necessary parts, but also at least a half-day's time for a technician to be
available to make the repairFor either contractor, there was not enough time
to complete this before the holiday weekend
It should also be noted that [redacted]'s home
has two air conditioning units, one for each floorOnly the upstairs unit was
not functioning; his downstairs unit, where I assume his event was held, was
not affected
[redacted] now wants to be reimbursed for the
earlier repair of the reversing valve, along with the cost of the three air
conditioning units he purchased and installed on his own to make his home more comfortable
for the holiday weekendI do not believe he is entitled to this reimbursement;
the repair to the reversing valve was professional and successful, and was not
responsible for the compressor failure found at the second visitThe reversing
valve was only brought up because we had a convenient opportunity to improve
upon the repair by installing a new part—completely unnecessary, but a courtesy
we tried to offer [redacted]. While we
appreciate the inconvenience [redacted] experienced when his unit failed only
days before the scheduled wedding, it does not entitle him to purchase
replacement units on his own and demand reimbursement for themUnited Air Temp
went above and beyond what was required to try to assist [redacted]His
expectations are unrealistic and unreasonableIf he wishes to continue
pursuing the request, he should contact his home warranty company instead of
the contractor
Additionally, [redacted] also indicates that he
should be reimbursed for refrigerant that was added at the earlier visit[redacted]'s home warranty pays for $for every pound of refrigerant purchased,
and the customer is responsible for the balance[redacted] should know that no
matter what solution he pursues in the future, he will not need to pay for
refrigerant a second time within days of the first purchase
Lastly, [redacted] states in his complaint that
he finds it "interesting that they can sell me a $7-8,replacement unit and
install it the next day" but can't acquire a part in the same time frame
United Air Temp never quoted a price for a replacement unit to [redacted];
however, if the possibility of a replacement unit was discussed and it was
mentioned that one could be installed the next day, the explanation is simply
that these replacement units are stocked at our warehouse, and we would not
need to go through a distributor to acquire oneThat was not the case for the
replacement part that would be covered under [redacted]'s Manufactures warranty
[redacted] sent a second threatening email
recently; in it he states that the Revdex.com complaint "is just the tip of the
icebergIt is my desire to have [redacted] drop you as a vendor
.I also hope to have
[redacted] drop you as well." He also mentions contacting [redacted] and
Maryland Attorney General's Office[redacted] seems to have a vendetta against
us because of the complications that arose before his wedding—complications
that were not caused by us and that we bent over backwards to try to help him
overcomeI find his actions unreasonable, offensive, and libelousUnited Air
Temp did everything within our power to accommodate [redacted], and was
sensitive to the fact that his wedding was to be held that weekendWe do not
feel this complaint is accurate or deserved, and find it unfair that [redacted]
take his frustrations out on our company
Sincerely,
Robert ** B[redacted]
Chief
Operating Officer
United Air Temp
class="MsoNormal" align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
September 17,
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by **[redacted] on September 3, [redacted] states that United Air Temp is
charging her a $fee that she is not responsible for; she believes her
balance due to be zero and wants us to honor that amountUnfortunately, [redacted] has misunderstood the terms of her home warranty contract with [redacted], and is indeed responsible for the additional $
United Air Temp was contracted by [redacted]'s home
warranty company, [redacted], to visit the home on July 30, for
a "no A/C" callThe technician arrived at the home at 6:pm; he added one
pound of refrigerant to one of the two air conditioning units he looked at, but
was unable to detect any further problem with the units that would result in inadequate
coolingHe spoke to Manager Jason L[redacted] by phone to discuss this concern,
and MrL[redacted] decided to send a senior technician the following day to
assess the problem[redacted] was financially responsible for two costs—a
one-time $deductible for her home warranty, and a $fee for the refrigerant
(after the discount from her home warranty.) [redacted] refused to pay either fee until
the problem had been resolved and the technician agreed to wait until the
senior technician arrived the following dayThe technician completed the call
at 8:pm and spent a total of hour and minutes at the home, including
time spent on phone calls to both his manager and to [redacted]
On July 31st, a senior technician
visited [redacted]'s home, located the issue, and completed the repairHe spent a
total of minutes in the home[redacted] agreed to pay the $cost for the
refrigerant added the day before, but still refused to pay the $deductible
It should be noted that this fee would only be charged once and would cover all
future visits scheduled through [redacted] for this issue, and [redacted] was made aware of this[redacted] has an invoice that indicates a zero
balance because the $was owed to United Air Temp and was paid in full; the
$is owed to [redacted] and is being billed by them, through our
company, who was the contractor
The terms of [redacted]'s home warranty state that
she is responsible for a one-time $deductible when she makes use of her
warranty; this fee had not yet been paid and therefore was due after this
service visit was completed. Mr
L[redacted] tried to explain these terms to the customer on September 2nd
in a phone conversation, but [redacted] hung up on himIf [redacted] truly believes
she should not have to pay her $deductible, she should take this issue up
directly with her home warranty company; United Air Temp is not the right party
to addressAs the contractor, we are required to collect this amount from the
customer for the services we rendered[redacted] is still responsible for this
amount
Additionally, [redacted] states in her complaint
that we "wasted hours" of her time; I am unsure of how she is arriving at
this number, as our total time spent by our technicians at her home is only
hours and minute
Sincerely,
Robert *B[redacted]
Chief
Operating Officer
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Fri, Aug 8, 2014 at 7:29 PM
Subject: Resolved - You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To:...
"[email protected]" <[email protected]>
Hello,
The business contacted me and resolved the main issues; the technical manager came out himself to diagnose the problem. He located it and had a technician over to fix it the same afternoon. We can close or withdraw this complaint, the manager is also working on the other problems with customer service and technician availability.
[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:
1. United Air sent incompetent technicians to my home 2 time on July
30th and July 31st, roughly from 4:30pm to 7:00pm on each day. They
cannot decide what was wrong. Without a proper diagnosis of the issue,
they put in the refrigerant to try their luck. Well, problem
persisted...2. The technicians then started to read the
manufacturer's instruction manual of the AC unit, still could NOT have a
diagnosis of the problem...3. Eventually, they told me "I am
sorry, but I can't do anything to solve it..." "If you pay me the cost
of the refrigerant, we will be out of here..."4. I said "You need to give me a receipt of ZERO Balance to take this check payment, so I will have something in writing..." 5. He gave me the receipt. Please see the attachment.6. Everything was good, till they cashed my check, then came back for more...
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:Of the facts that are outline on attachment letter.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I called *** *** *** (***) and was told *** was simply forwarding United Air Temp's request/bill for the $to meI was further told that $was strictly between the United Air Temp and the home owner*** does not receive or benefit cent from this $If United Air Temp has put down in writing they do not qualify for the $75, they should not further try to pursue this through another door againSince United Air Temp clearly stated in their last response that I do not owe them $75, please respond/state unequivocally that United Air Temp will NO LONGER ask *** to forward this $bill to me-- in other words, this matter is closed and no money is owed in anyway to Unite Air temp*** clearly told me they only forwarded the $bill because United Air Temp wanted it
Regards,
*** ***
United Air Temp
class="MsoNormal" align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
October 10,
Revdex.com
Attn: *** ***
Homeowner: *** ***
Case #: ***
Dear *** ***:
This letter is in response to the complaint filed
by *** *** on 8/28/*** is demanding that a written
statement of apology by provided by United Air Temp for service issues she and
her husband are unhappy with We do not
feel the *** family is entitled to an apology of any kindThey were verbally
abusive to our technician and manager to the extent that we ultimately
requested to their home warranty company that they send a different contractor
to continue future work in their homeWe will not accept such mistreatment of
our employees, even if it means forfeiting business
On August 6, 2014, United Air Temp was contracted
by the ***’s home warranty company, *** *** *** (***), to visit
the home for a “no A/C” callOur technician found nothing wrong on this visit
Even if a problem does exist, this can happen if the issue is intermittent; it
is comparable to bringing one’s car in because it is making a suspicious noise
that the mechanic cannot duplicate during the serviceThe ***’s home
warranty contract requires them to pay a one-time deductible and a service fee
for the visit; however, the ***’s refused to pay because the issue had not
been resolvedI understand their frustration, but this is part of their agreement
with ***It should also be noted that the warranty offers buiprotection
for the customer; if the contractor returns to the home for the same issue (as
is often the case with intermittent problems), no additional service fees are
chargedThese fees were eventually paid, but with resistance
The next day on August 7th, we were
called to the home againOur technician discovered that the fan motor had
stopped running due to a bad capacitorHe replaced the capacitor and the
system was running within specifications
On August 13th, we returned to the
home again; this time the fan motor had died, due to the additional strain
placed on it earlier from the bad capacitorThe motor could not have been
replaced at the earlier visit, as the *** warranty prohibits us from replacing
parts that have not failedAs the failure occurred later, we were only able to
address this repair nowWe did not have the necessary replacement part in
stock, and it was ordered
On August 19th, we returned to the
home to install the new motorThe technician had difficulty confirming the
repair, and called manager Brian J*** to assist himMrJ*** arrived that
evening and resolved the issueWhile he was present, he suggested that he review
the entire system as a courtesyHe discovered that the system was low on
refrigerantBecause of the late hour, the customer agreed that he should
return another day to add the refrigerant
On August 22nd, the technician
returned to the home to perform a leak test on the system to determine the
amount of refrigerant neededWhen the ***’s were informed that their
warranty only covered $of every pound of refrigerant needed and that they
would be responsible for the balance, **Mr*** became verbally abusive to
the technician and refused to pay for the refrigerantHe spoke to MrJ*** by
phone and was verbally abusive to him as wellMrJ*** explained that these
were the terms of the customer’s home warranty and that the issue should be
discussed directly with *** and MrJ*** then began a three-way
conference call with a representative at ***, during which ***
continued to be very verbally abusive**J*** voiced that he was leaving the
call to allow the customer and *** to discuss the specific terms of the warranty,
said goodbye, and hung up*** refers to this action in her complaint
as United Air Temp “hanging up” on her husband; this was not the caseMr
J***’s appropriately exited the conference call when his presence was no
longer neededIt is *** policy to record all phone calls, and the call can be
reviewed if necessary
Although our technician completed the actual
repair, he ended up leaving the home without adding the refrigerantThis
violates our policy but was unavoidable, due to the customer’s refusal to pay
and the verbal abuse that the technician was subjected to by the ***’s and
their sonThe invoice for this visit includes this informationMrJ***
later contacted *** and requested that another contractor be sent to continue any
work with the *** family, including the addition of the refrigerant
*** is offended by the comments included
on the statement and demand that they be removed; she indicated to MrJ***
that not changing the invoice would hurt her husband at workWe will not make
any changes to the invoice; the comments are included for our protection to
document the chain of events as they occurredI do not believe the ***
family is entitled to an apology from our company and will not be offering one
All three members were rude and verbally abusive to both our technician and our
manager during home visits and phone conversations to the extent that we had to
formally notify *** that our company would no longer accept the ***’s as
customersIf the ***’s disagree, I would be more than happy to request
that *** pull the recorded conference call and make it a part of the public
record as well
Sincerely,
Robert *B***
Chief
Operating Officer
United Air Temp
class="MsoNormal" align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
October 3,
Revdex.com
Attn: *** ***
Homeowner: *** ***
Case #: ***
Dear *** ***:
This letter is in response to the complaint filed
by Ms*** *** on September 22, *** *** believes that United
Air Temp sold her a specific model of furnace as part of her warranty-covered
repair but then installed a different model, and is requesting that we either
switch the installed furnace for the preferred model or refund her money plus
an additional $United Air Temp has already explained to *** *** that
under her warranty coverage, she is only entitled to the furnace that was
installed; we have also offered to remove the system from her home and refund
all of her expenses, but she has so far refused
United Air Temp was contracted by *** ***’s
home warranty company, *** *** ***, to visit the home for a “no A/C”
call in JuneThe technician found a cracked heat exchanger, and service manager
Jason L*** came to the home to discuss furnace replacement options with
*** ***Under her home warranty coverage, a comparable replacement furnace
and its installation would be covered expenses, but there would be several
non-covered expenses that *** *** would be responsible forThese included
items such as the disposal of the old unit, parts to bring the new furnace up
to code, and duct work modificationIt was made clear to *** *** at the
time, both by MrL*** and by the *** representative that spoke to her
over the phone during that visit, that the brand name of the replacement
furnace could not be determined yet or guaranteedThis phone conversation was
likely recorded by ***
MrL*** also gave the customer two additional
options; one allowed her to upgrade and choose the specific furnace of her
preference, and the other allowed her to take a “cash out” from *** instead of
the replacement furnace, and use that money toward her own purchaseWhen *** *** learned she could not request the specific brand of furnace she
preferred under her warranty, she opted for the cash out.
A week later, *** *** contacted MrL***
and informed him that after learning of the cash out amount she would be given,
she had changed her mind and decided to go forward with the furnace
replacementShe told MrL*** she did not want to upgrade, and in fact
asked if the non-covered expenses, totaling $2,382.00, could be reducedWe
made the installation arrangements and an invoice was created that reflected
the specifications of the replacement furnace, but no brand name
On the day of the installation, *** ***
halted work on the new furnace after 90% of the job had been completed, stating
that she had purchased an *** *** furnace and we were not installing
the correct furnaceOur installers were told to leaveMrL*** contacted
the customer by phone and tried to explain that her statement was not accurate,
but she refused to listen, threatened to call *** and her credit card company,
and hung up on MrL***
MrL*** has contacted the customer several
times since then and has made two generous offers; the first was to have the
installers return to her home at no additional cost to complete the installation,
and the second was to remove the equipment from her home and refund her entire
cost of $2,for the non-covered expenses*** *** has rejected both
offers
*** *** is now requesting that we not only
refund the $2,382.00, but also the $that *** offered her as her cash out
We have made repeated offers to refund the first amount to *** *** and are
still willing to do so; however, the cash out amount must come from ***, not
United Air TempShe must contact *** to discuss receiving this amount from
them
*** has been made two offers that we
continue to stand by; she needs only to notify us of which she would prefer to
pursueThe delay in resolving this issue is due to the customer’s refusal to
select one optionShe is not entitled to receive an *** *** furnace
unless she purchases one through her upgrade optionShe is mistaken if she
believes she has already purchased this, and has already been informed by both
our company and her home warranty company that there is no “brand matching”
when replacing a furnace covered by the warranty. She is also not entitled to a refund of $
from United Air Temp, as the cash out is a warranty issue between *** ***
and *** We suggest she contact them
directly to discuss this matter
*** *** can contact MrL*** directly at
###-###-#### to inform him of her decisionUntil then, there is no more that
we can do or offer
Sincerely,
Robert *B***
Chief
Operating Officer
United Air Temp
class="MsoNormal" align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
September 4,
Revdex.com of Metro
Washington DC & Eastern Pennsylvania
Attn: [redacted]
Homeowner: [redacted]
Case #:[redacted]
To: Anita Horne
This letter is in response to the complaint filed
by [redacted] on 9/10/[redacted] is unhappy with the length of time
a repair required; he purchased several window air conditioning units on his
own and wishes to be reimbursed for them, along with the cost of an earlier
repair that he believes was unsuccessful.
United Air Temp does not feel [redacted] is entitled to any
reimbursementHe makes accusations that are unfounded and states purchasing
options as fact without understanding the legalities and polices of the industry
He has made a huge effort to attack our company from several different angles
within days of his initial visit, and I suspect that he is attempting to gain
something he is not entitled to as compensation for his frustrationI hope my
clarifications below will help explain our position
Earlier this year, a United Air Temp technician
visited [redacted]'s home to repair a reversing valveThis repair was
successful and there were no further issuesOn Wednesday, August 27th,
a technician was contracted by [redacted]'s home warranty company, [redacted], to visit the home to repair a failed heat pumpThe technician
determined that the unit would need a new compressor; this would be covered by
the warranty and the part would need to be orderedWhen the new compressor was
to be installed it would require that the unit be completely opened upAs a
courtesy, the technician offered to replace the reversing valve that had been
repaired earlier at that same timeThis replacement was not necessary; the
repaired part was functioning perfectly, but it was an ideal opportunity to
upgrade that part to a new one so as not to cause strain on the newly installed
compressorThis offer in no way suggests that the original repair was
faulty—it was an added courtesy we were trying to extend to the customerThe
damage to the compressor was more likely caused by the low levels of
refrigerant that existed at the time the reversing valve was repairedDamage
is almost always created at these times due to the strain on the system
Because the compressor was covered by [redacted]'s home and manufacture warranty, it needed to come directly from the
manufacturer rather than United Air Temp using a universal part to make the
repairOur standard policy is to allow 7-business days for an ordered part
to arrive and be installed; however, we made every effort possible to expedite
the process for [redacted]We were able to locate the part and make
arrangements for it to be delivered on the first business day after the Labor
Day weekend, on Tuesday, September 2nd—only three business days
after the visit.
[redacted] was unhappy with the time involved, as
he was hosting a wedding in his home over the holiday weekendHe contacted both
United Air Temp and [redacted] to complain and then researched the
availability of the part on his own, also contacting the manufacturer directly,
where he learned that the part was indeed present at their location in
[redacted] (we had in fact already ordered it)[redacted] took this to mean
that either United Air Temp or a customer should be able to visit the
manufacturer and purchase that part directly from them that dayThis is simply
not the case, and it is unfair of [redacted] to refer to it as a viable option
Neither a contractor nor a customer can buy directly from a manufacturer; only
a distributor canThe contractor purchases the part from the distributorOn
[redacted]'s behalf, we contacted the distributor's owner personally to ask if
there was any way to further expedite the delivery, but were told it was not
possible—immediately after the holiday weekend was the best he could do for us
It was on Thursday, August 28, while I was in the process of diligently trying
to accommodate [redacted]'s time frame that I received an email from him,
informing me that he planned to file a complaint with the Revdex.com and several other
partiesHe included a copy of the complaint for me as proofAfter receiving
this threat to tarnish our company's name because the repair could not be made
before the weekend, I contacted [redacted] and requested that [redacted]'s repair be transferred to a different contractor
A second contractor visited [redacted]'s home and
stated that the entire unit should be replacedI do not agree with this
diagnosis and am unsure as to why [redacted] would approve such a
recommendation; a covered repair would be no cost to the warranty company, but
an entire replacement would be a large additional cost to themI have to
wonder what [redacted] said to accomplish such a featUnited Air Temp did intentionally
leave the condensing fan wires (only) unattached at our last visit, and I
suspect that the customer used this action as ammunition to acquire an entirely
new unitRegardless, the issue still could not be corrected before the holiday
weekend; both a repair and a replacement involve not only time to acquire the
necessary parts, but also at least a half-day's time for a technician to be
available to make the repairFor either contractor, there was not enough time
to complete this before the holiday weekend
It should also be noted that [redacted]'s home
has two air conditioning units, one for each floorOnly the upstairs unit was
not functioning; his downstairs unit, where I assume his event was held, was
not affected
[redacted] now wants to be reimbursed for the
earlier repair of the reversing valve, along with the cost of the three air
conditioning units he purchased and installed on his own to make his home more comfortable
for the holiday weekendI do not believe he is entitled to this reimbursement;
the repair to the reversing valve was professional and successful, and was not
responsible for the compressor failure found at the second visitThe reversing
valve was only brought up because we had a convenient opportunity to improve
upon the repair by installing a new part—completely unnecessary, but a courtesy
we tried to offer [redacted]. While we
appreciate the inconvenience [redacted] experienced when his unit failed only
days before the scheduled wedding, it does not entitle him to purchase
replacement units on his own and demand reimbursement for themUnited Air Temp
went above and beyond what was required to try to assist [redacted]His
expectations are unrealistic and unreasonableIf he wishes to continue
pursuing the request, he should contact his home warranty company instead of
the contractor
Additionally, [redacted] also indicates that he
should be reimbursed for refrigerant that was added at the earlier visit[redacted]'s home warranty pays for $for every pound of refrigerant purchased,
and the customer is responsible for the balance[redacted] should know that no
matter what solution he pursues in the future, he will not need to pay for
refrigerant a second time within days of the first purchase
Lastly, [redacted] states in his complaint that
he finds it "interesting that they can sell me a $7-8,replacement unit and
install it the next day" but can't acquire a part in the same time frame
United Air Temp never quoted a price for a replacement unit to [redacted];
however, if the possibility of a replacement unit was discussed and it was
mentioned that one could be installed the next day, the explanation is simply
that these replacement units are stocked at our warehouse, and we would not
need to go through a distributor to acquire oneThat was not the case for the
replacement part that would be covered under [redacted]'s Manufactures warranty
[redacted] sent a second threatening email
recently; in it he states that the Revdex.com complaint "is just the tip of the
icebergIt is my desire to have [redacted] drop you as a vendor
.I also hope to have
[redacted] drop you as well." He also mentions contacting [redacted] and
Maryland Attorney General's Office[redacted] seems to have a vendetta against
us because of the complications that arose before his wedding—complications
that were not caused by us and that we bent over backwards to try to help him
overcomeI find his actions unreasonable, offensive, and libelousUnited Air
Temp did everything within our power to accommodate [redacted], and was
sensitive to the fact that his wedding was to be held that weekendWe do not
feel this complaint is accurate or deserved, and find it unfair that [redacted]
take his frustrations out on our company
Sincerely,
Robert ** B[redacted]
Chief
Operating Officer
United Air Temp
class="MsoNormal" align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
September 17,
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by **[redacted] on September 3, [redacted] states that United Air Temp is
charging her a $fee that she is not responsible for; she believes her
balance due to be zero and wants us to honor that amountUnfortunately, [redacted] has misunderstood the terms of her home warranty contract with [redacted], and is indeed responsible for the additional $
United Air Temp was contracted by [redacted]'s home
warranty company, [redacted], to visit the home on July 30, for
a "no A/C" callThe technician arrived at the home at 6:pm; he added one
pound of refrigerant to one of the two air conditioning units he looked at, but
was unable to detect any further problem with the units that would result in inadequate
coolingHe spoke to Manager Jason L[redacted] by phone to discuss this concern,
and MrL[redacted] decided to send a senior technician the following day to
assess the problem[redacted] was financially responsible for two costs—a
one-time $deductible for her home warranty, and a $fee for the refrigerant
(after the discount from her home warranty.) [redacted] refused to pay either fee until
the problem had been resolved and the technician agreed to wait until the
senior technician arrived the following dayThe technician completed the call
at 8:pm and spent a total of hour and minutes at the home, including
time spent on phone calls to both his manager and to [redacted]
On July 31st, a senior technician
visited [redacted]'s home, located the issue, and completed the repairHe spent a
total of minutes in the home[redacted] agreed to pay the $cost for the
refrigerant added the day before, but still refused to pay the $deductible
It should be noted that this fee would only be charged once and would cover all
future visits scheduled through [redacted] for this issue, and [redacted] was made aware of this[redacted] has an invoice that indicates a zero
balance because the $was owed to United Air Temp and was paid in full; the
$is owed to [redacted] and is being billed by them, through our
company, who was the contractor
The terms of [redacted]'s home warranty state that
she is responsible for a one-time $deductible when she makes use of her
warranty; this fee had not yet been paid and therefore was due after this
service visit was completed. Mr
L[redacted] tried to explain these terms to the customer on September 2nd
in a phone conversation, but [redacted] hung up on himIf [redacted] truly believes
she should not have to pay her $deductible, she should take this issue up
directly with her home warranty company; United Air Temp is not the right party
to addressAs the contractor, we are required to collect this amount from the
customer for the services we rendered[redacted] is still responsible for this
amount
Additionally, [redacted] states in her complaint
that we "wasted hours" of her time; I am unsure of how she is arriving at
this number, as our total time spent by our technicians at her home is only
hours and minute
Sincerely,
Robert *B[redacted]
Chief
Operating Officer
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Fri, Aug 8, 2014 at 7:29 PM
Subject: Resolved - You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To:...
"[email protected]" <[email protected]>
Hello,
The business contacted me and resolved the main issues; the technical manager came out himself to diagnose the problem. He located it and had a technician over to fix it the same afternoon. We can close or withdraw this complaint, the manager is also working on the other problems with customer service and technician availability.
Thank you,
[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:
1. United Air sent incompetent technicians to my home 2 time on July
30th and July 31st, roughly from 4:30pm to 7:00pm on each day. They
cannot decide what was wrong. Without a proper diagnosis of the issue,
they put in the refrigerant to try their luck. Well, problem
persisted...2. The technicians then started to read the
manufacturer's instruction manual of the AC unit, still could NOT have a
diagnosis of the problem...3. Eventually, they told me "I am
sorry, but I can't do anything to solve it..." "If you pay me the cost
of the refrigerant, we will be out of here..."4. I said "You need to give me a receipt of ZERO Balance to take this check payment, so I will have something in writing..." 5. He gave me the receipt. Please see the attachment.6. Everything was good, till they cashed my check, then came back for more...
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:Of the facts that are outline on attachment letter.
Regards,
[redacted]