United Air Temp align="right" P.OBox Springfield, Virginia October 10, Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear [redacted] ***: This letter is in response to the complaint filed by ** [redacted] on 8/28/** [redacted] 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 [redacted] 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 [redacted] ’s home warranty company, [redacted] (***), 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 [redacted] ’s home warranty contract requires them to pay a one-time deductible and a service fee for the visit; however, the [redacted] ’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 [redacted] 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 [redacted] to assist himMrJ [redacted] 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 [redacted] ’s were informed that their warranty only covered $of every pound of refrigerant needed and that they would be responsible for the balance, **Mr [redacted] became verbally abusive to the technician and refused to pay for the refrigerantHe spoke to MrJ [redacted] by phone and was verbally abusive to him as wellMrJ [redacted] explained that these were the terms of the customer’s home warranty and that the issue should be discussed directly with *** [redacted] and MrJ [redacted] then began a three-way conference call with a representative at ***, during which ** [redacted] continued to be very verbally abusive**J [redacted] voiced that he was leaving the call to allow the customer and [redacted] to discuss the specific terms of the warranty, said goodbye, and hung up** [redacted] 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 [redacted] 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 [redacted] ’s and their sonThe invoice for this visit includes this informationMrJ [redacted] later contacted [redacted] and requested that another contractor be sent to continue any work with the [redacted] family, including the addition of the refrigerant ** [redacted] is offended by the comments included on the statement and demand that they be removed; she indicated to MrJ [redacted] 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 [redacted] 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 [redacted] that our company would no longer accept the [redacted] ’s as customersIf the [redacted] ’s disagree, I would be more than happy to request that [redacted] pull the recorded conference call and make it a part of the public record as well 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 responseIf 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]
United Air Temp align="right" 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
United Air Temp align="right" P.OBox Springfield, Virginia October 10, Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear [redacted] ***: This letter is in response to the complaint filed by ** [redacted] on 8/28/** [redacted] 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 [redacted] 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 [redacted] ’s home warranty company, [redacted] (***), 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 [redacted] ’s home warranty contract requires them to pay a one-time deductible and a service fee for the visit; however, the [redacted] ’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 [redacted] 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 [redacted] to assist himMrJ [redacted] 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 [redacted] ’s were informed that their warranty only covered $of every pound of refrigerant needed and that they would be responsible for the balance, **Mr [redacted] became verbally abusive to the technician and refused to pay for the refrigerantHe spoke to MrJ [redacted] by phone and was verbally abusive to him as wellMrJ [redacted] explained that these were the terms of the customer’s home warranty and that the issue should be discussed directly with *** [redacted] and MrJ [redacted] then began a three-way conference call with a representative at ***, during which ** [redacted] continued to be very verbally abusive**J [redacted] voiced that he was leaving the call to allow the customer and [redacted] to discuss the specific terms of the warranty, said goodbye, and hung up** [redacted] 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 [redacted] 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 [redacted] ’s and their sonThe invoice for this visit includes this informationMrJ [redacted] later contacted [redacted] and requested that another contractor be sent to continue any work with the [redacted] family, including the addition of the refrigerant ** [redacted] is offended by the comments included on the statement and demand that they be removed; she indicated to MrJ [redacted] 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 [redacted] 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 [redacted] that our company would no longer accept the [redacted] ’s as customersIf the [redacted] ’s disagree, I would be more than happy to request that [redacted] pull the recorded conference call and make it a part of the public record as well 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 responseIf 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]
United Air Temp align="right" 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