United Air Temp Air Conditioning & Heating, Inc

The boiler and hot water permit# *** passed 8/24/, and we received the response that it had not from the customer through the Revdex.com on 11/9/Bob B***

United Air
Temp
P.OBox
Springfield, Virginia
February 13,
Revdex.com
Attn: *** ***
Homeowner: *** ***
Case #: ***
Dear *** ***:
This letter is in response to the complaint filed
by *** *** on January 31, *** *** is requesting that the
furnace United Air Temp serviced be replaced with a new furnace because we were
unable to satisfactorily repair itOn the day we received notice of this
complaint I also learned that *** ***’s home warranty company had authorized
another contractor to replace her furnace, which would fulfill her request
United Air Temp was contracted by *** ***’s
home warranty company, *** *** ***, to repair her furnaceBecause of
the advanced age of the system, parts were hard to locate and took longer to
receive than is typical; we also experienced several complications along the
way that further delayed the repair and inconvenienced the *** family
Unfortunately, it is the home warranty company’s determination, rather than
ours, as to whether a system should be repaired or replaced; at this time we
were not authorized to replace the system and tried to continue with the
repair
I understand that *** *** *** has
transferred *** ***’s service to another contractor, and the determination
is now to replace the system rather than continue attempting to repair itOnce
such a transfer has occurred we no longer have any further involvement in the
service; *** *** will be cared for by her home warranty company and the new
contractorWe sincerely apologize for the inconvenience and aggravation that *** *** experienced and are pleased that she will be receiving the new
furnace she has requested
Sincerely,
Robert *B***
Chief Operating
Officer

United Air Temp was the contractor hired by AHS to fix my hot water pressure problemThe contractor came to my home and insisted that I need to buy a new one and he can arrange it quickly or else the repair is going to delay as he has to order a partWhen inquired, the part was available in several local hardware stores but United Air Temp did not get back to me even after daysAfter I called AHS they told me that the part that was ordered was lost and they will get back to me againMy local plumber said he can fix the problem in a hour as the part is quite easy to replace

United Air
Temp
P.OBox
Springfield, Virginia
April 23,
Revdex.com
Attn: *** ***
Homeowner: *** ***
Case #: ***
Dear *** ***:
This letter is a response to the complaint filed
by *** *** on March 21, *** is unhappy with the
performance of his heating unit and would like it replaced; he would also like
damage to his wall repaired and to be reimbursed for a recent service fee of
$I have researched the issue and would like to offer *** my
apologies for his inconvenience, and to make this situation right for him.
*** purchased a *** heating unit
from United Air Temp; *** is a well-known and reputable brand nameWhen
repairs became necessary for the unit, we discovered that *** does not seem
to stock all replacement parts in the U.S.; it was a surprising and unfortunate
discovery, and we feel badly that a product we installed in a customer’s home
has required such a long and drawn-out repair
The necessary (and correct) part has just
recently arrived, and we have already contacted *** to schedule a
repair for one of the days he requestedAs compensation for his inconvenience,
we would like to refund the $service fee that was most recently paid; we
would also like to offer *** his next two maintenance checks at no
charge (valued at $each.) Additionally, our human resources department will
contact him to make arrangements to have the drywall damage repaired at no cost
to him.
*** is a valued customer, and we
sincerely apologize for the inconvenience he has experiencedHis complaint has
made us aware of the availability issues that currently exist with ***, and
we are in the process of improving this situation for the futureI have also
spoken to service manager *** *** about the importance of returning phone
calls*** should continue to contact *** to discuss any
scheduling issues; however, if he does not receive a timely response, he should
feel free to contact me directly at ###-###-####
Sincerely,
*** ** ***
Chief
Operating Officer

I'm very frustrated with this company It should not take almost month to fix a household problem - my A/C The company is so unprofessional; no sense of urgency or care: the tech requested a manager to come out to access the issue (one good thing I can say, the manager was able to come out the next day but that's days of missing work) Manager agrees with the tech that I just need a part (compressor & Freon) I call a week later to get an update, I was told the part was never order and the manager is conveniently on vacation Spoke to another manager after I called several times; he finally puts the order in...I had to wait another week for the part to come in (I was told they could not expedite the shipping) Finally, I receive a call to make an appointment for a tech to come out The tech comes out and realized they ordered the wrong part (another day I took off WASTED) Never received a call to update me on the situation I call and was told they will expedite the shipping Finally receive a call stating the part will be in Friday but the catch is I'll be out of town and have to get someone to house-sit for me so this work can finally get done (no more waiting!) It's almost September and heat waves later, oh and lets not forget I'm pregnant But the saga is not over yet; from the reviews...I just hope my system works after all this!

---------- Forwarded message ----------
sans-serif;">From: *** *** Date: Fri, Aug 8, at 7:PMSubject: Resolved - You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[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,
*** ***

United
Air Temp scheduled this repair with the customer on Monday May 18, 2015,
one day after the Revdex.com complaint was filedMaster license holder, Richard
R*** (who has the certifications from
***) is going to the customer's
home to assess the situation from 9:00-11:am on Friday, May 29, 2015,
And
if needed, fix any remaining problems that the *** Technician has found
Richard has copies of both original e-mails from ***Although they
describe what *** found not to “their standards for installation," our
generator has 100% passed WSSC inspection and the WSSC tag is still
attached to the inside of the generator, certifying that the generator passed their
inspection to codeNevertheless, United Air Temp will still inspect the
generator from 9:00-11:am on Friday May 29, 2015, to address any concerns
that the customer may have*** is not the “maker” (manufacturer) of
the generator, but merely a *** Generator distributor
United
Air Temp sincerely desires resolution for the customer on this matter and looks
forward to serving them in the future
Bob
B***
Chief
Operating Officer

United Air
Temp
P.OBox
Springfield, Virginia
August 11,
Revdex.com
Attn: *** ***
Homeowner: *** ***
Case #: ***
Dear *** ***:
This letter is in response to the complaint filed
by *** *** on behalf of *** *** ***in is requesting
that United Air Temp make “proper repairs” to *** ***’s air conditioning
system after several unfinished attempts to fully correct an issueUnited Air
Temp has followed proper procedures to make these repairs under the guidelines
of *** ***’s home warranty company; additionally, *** *** has had her
home warranty company transfer the repair to another vendor, preventing us from
any future involvement in the repair*** ***in’s request should be directed
toward the home warranty company rather than United Air Temp
United Air Temp was sent by *** ***’s home
warranty company, *** *** ***, to address a noise issue with her air
conditioning unitThe condenser outside was cracked, resulting in a noisy
vibration that is not uncommon for older systems such as this oneThree
possible options exist to correct the issue: 1) add washers to lesson the noise
and vibration; 2) add a steel plate to stabilize the surface; and 3) weld the surface
for additional stabilization*** *** *** requires us to exhaust all repair
options before recommending the replacement of a unit
Our first attempt to lessen the noise and
vibration of the condenser was to install the washersThe washer solution was
unsuccessful; Service Manager Don T*** accompanied the technician at the next
visit, when we resorted to the steel plate solutionMrT*** also suggested
the option of replacing the motor, as it had by now suffered significant
damageWe returned again and installed a new motor, balanced the blades, and
installed the steel plate
*** *** contacted us the next day to inform us
that the compressor had stopped workingA technician discovered that a wire
was not secured correctly to the capacitor, a minor mistake that admittedly
should have been detected the previous dayThe wiring was corrected and the
system was now working properlyThe system was still making a lower level of
noise but was repaired within professional guidelines and to those of *** *** ***
*** ***in would like to see *** ***’s unit
run silently, but the reality is that it is an older unit and this amount of
noise is considered acceptable by repair guidelinesI certainly understand the
desire for less noise, but United Air Temp is the wrong party to address this
issue with*** *** has since transferred this repair to another vendor
through *** *** ***While we would have continued to work with *** *** to reach a satisfactory resolution, we are now prohibited from any
future involvement with this repairWe must abide by this policyWhether
additional repairs or replacements can be made is an issue between the customer
and her home warranty companyIf *** ***in would like to pursue the matter,
the appropriate party to contact is *** *** ***United Air Temp is
not the correct business to address
*** ***in suggests that he has filed formal complaints
with several other organizations; while we did receive this same letter
directly first, we were not given sufficient time to respond before he took
further actionIf he had spoken with us before filing, we could have explained
the process required by both customer and vendor, and also informed him of who
the correct party was to discuss his desired resolution withWhile we
sympathize with the inconvenience *** *** has experienced, United Air Temp
can do nothing to further resolve this issue
Sincerely,
Robert *B***
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: ***I am rejecting this response because:
It should not take a competent air conditioning contractor two months to diagnose a problem and complete a repair.Regards,*** ***

United Air
Temp
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

We have been in contact with the customer and have addressed his concernsIn fact he has stated that he will Retract the complaint tonightWe at United Air Temp appreciate his business and look forward to serving in the futureBob
B***
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: ***I am rejecting this response because:
United's work was neither professional nor competent. The reason that the process dragged on for two months was caused solely by United's lack of diligence and professionalism. For example, United's technicians almost never showed up when they said that they would. Appointments were made for early morning and the technician wouldn't show up until 5:p.m. On at least two occasions, the technician who showed up at 5:p.msaid that he couldn't work on the system because it was raining. DUH!!! It rains in Florida just about every afternoon in the summer after 3:p.m. That's one reason why we set up early morning appointments with United!!!
When one of United's many failed repair attempts occurred, United did not come right back out the following day but, rather, scheduled us for the "next available appointment" which often was several days or a week later. Likewise, whenever United needed to order a part, it was never there the following day but often took as long as a week to arrive. On one occasion United ordered a compressor which took a week to come in. United neglected to open the box to check it, and discovered that it was broken when United came out to install it. The result--another week's delay!
No plumber would ever take two months to restore water service to a home and no electrician would take two months to restore electric service to a home. You would not see any plumber or electrician blame a two month delay on "multiple system failures". A two month delay is simply unacceptable for any essential service, and air conditioning in Florida during the summer is an essential service. It is easy to sit back in your office in Virginia and write glib responses to complaints from frustrated customers (of which United has many), but United's representative was not here to listen to the broken promises, lame excuses, and utter confusion at what was causing our problem. I respectfully disagree with United's explanation and response. United's services were neither "competent" nor "professional", and United did not correctly diagnose the problem on the first visit or any subsequent visit.Regards,*** ***

United Air Temp manager, Roger M*** has talked to the
customer, a new unit has being replaced under the manufacture warrantyThe
customer has expressed he is happy and will have the complaint retractedWe appreciate
your continued business with United Air
Temp
Bob B***
Chief operating Officer
United Air Temp

","sans-serif">
Revdex.com
Attn: *** ***
Homeowner: *** ***
Case #: ***
Dear *** ***:
This letter is in response to the complaint filed
by *** *** on May 28, *** *** is requesting that an external
filter rack that was purchased with her air conditioning system be installed as
originally agreed uponUnited Air Temp accepts full responsibility for this
oversight, and has in fact already installed the filter rack
The filter rack described above was to be
installed at the same time *** ***’s new air conditioning system was
installedI am not sure why this portion of the installation was not
completed; it could have been a missing part or some other problem, or it could
have simply been overlookedThis is not an excuse, but merely a possible
explanationThe filter rack did not affect the functioning of the system, but
I do realize that it is still an inconvenience to the customer to not have the
entire job completedThe service manager involved left for vacation at this
time, believing he had already made the arrangements to have the filter rack
installed in his absenceUnfortunately there was a fair amount of
miscommunication, and *** *** did not receive the response she deservedWe
sincerely apologize for the inconvenience we have caused her; I am embarrassed
by the oversight, which was clearly our responsibility
The filter rack was installed on June 4th;
therefore, I believe this case has been resolvedI would like to provide *** *** with the specific name and number of our Operations Manager, in the
event that she has any issues in the futurePlease call *** *** at
###-###-####, ext*** *** is a valued customer, and we look forward
to continuing to do business with her
Sincerely,
*** ** ***
Chief
Operating Officer

United
Air Temp did a preventative maintenance check on *** ***'s heating system on
October 14thA 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 miscommunicationOur 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 *** ***
and confirmed that she was happy with the outcomeHe 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 backWe have not heard back yet,
so I will have our office send a full refund to *** *** in the amount of
$*** *** is a valued customer, and we hope to continue providing her
home with service in the futureBob B***

[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 am glad *** response included backing for my claim, which I stand by 100%The facts remain:I purchased a heat pump from UNITED AIR TEMPAt no time did I contact *** to purchase a heat pump, I did not order the unit directly from *** did not sell the unit directly to me UNITED AIR TEMP sold me a heat pumpI receive a bill monthly for this broken unit from UNITED AIR TEMPI have a contract for the sale of the unit from UNITED AIR TEMPI have no contract or contact with *** regarding this heat pumpI don't know them, they didn't sell me anythingUNITED AIR TEMP didAt some point UNITED AIR TEMP must take responsibility for the products they sellIf I bought a new car from a dealer and it broke down, I would take it to the dealer to have it repairedThe dealer would not tell me to drive it to Detroit and knock on doors at the *** factoryIt is the responsibility of the dealer (in this case UNITED AIR TEMP) to negotiate on behalf of the customer with the manufacturerIt is not my responsibility to go to the sellers - seller to get assistanceIf UNITED AIR TEMP had made the slightest effort to talk to *** on my behalf, I'm sure this would not have deteriorated to this degreeYour representative litterally did NOTHING at all except shrug his shoulders and tell me "too bad." It's a heck of a business practice to sell expensive equipment to the public and wash your hands of any responsibility if things do not work properlyI want other consumers to know UNITED AIR TEMP will do nothing to assist you if they happen to install a faulty unitExcept of course suggest you purchase a yearly $service contract, which adds an additional $4,to the total cost of the $6,unitA very handy way to get $10,for a $5,heat pumpI definitely want this complaint to standOthers should be warned of this business practice
Regards,
*** ***

United Air Temp [redacted]
align="right" "margin-right: -13.5pt; text-align: right;">Springfield, Virginia August 18, Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear Mr[redacted]: This letter is in response to the complaint filed by [redacted] is asking for a refund for the cost of two full service agreements with our company; United Air Temp had already been in communication with Ms[redacted] to advise her that her request was being processed and her refund was in fact issued on Friday, August 12thMs[redacted] simply did not allow enough time for the process to be completed United Air Temp is a large-scale HVAC company, and a refund request involves the service manager, the customer service department, and finally the administration departmentThis process takes time, and our documentation shows that we were in constant communication with Ms[redacted] to keep her informed of the status of her requestHer refund was completed and issued before her complaint was received, which spanned only two weeks from the day she first requested a refund Although Ms[redacted] is unhappy with the service she received, I would like to point out that the service manager actually went above and beyond what the customer was actually entitled to, at no cost to the customerThe condensate pan in her unit was broken, and a replacement was no longer available due to the age of the unitThis means that Ms[redacted] would have needed to purchase an entire evaporator coil, which would have come with a new pan; this would have been an expensive purchaseThe service manager offered to try repairing the pan in an attempt to avoid this costly purchase, at no cost and with no guarantees .He was unsuccessful but was trying to assist the customerThis is the service that Ms[redacted] refers to when she states she was unhappy with the service providedShe then requested her refund, which we have processedMs[redacted] also received an email informing her that the refund had been credited to her credit card accountThis issue has been resolved Sincerely, Robert RB[redacted] Chief Operating Officer

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
February 23, 2016
 
Revdex.com
Attn: [redacted]
*
Homeowner: [redacted] c/o [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by [redacted] on behalf of [redacted]; he is requesting a refund for
several expenses that were incurred when the main fuse in his home was
accidentally blown during a service call. While United Air Temp has already
been in contact with [redacted] and has agreed to reimburse certain
expenses, there are others that we do not feel we are responsible for, or that
another provider is responsible for providing reimbursement.
A United Air Temp technician visited [redacted]’s home to perform preventative maintenance on the home’s heat pump.
During the visit, the technician inadvertently blew the main fuse and was
unable to replace the fuse that evening. Service Manager David M[redacted] determined that what caused the fuse to be blown was likely related to a faulty
breaker in the electrical panel, but since the damage occurred during our
technician’s visit he agreed to reimburse [redacted] for the service call
and put his family up in a hotel for the evening.
When we were having difficulty locating the
correct fuse for [redacted]’s older fuse box (it did not utilize individual
breakers but rather a “buss fuse” that is not readily available anymore), Mr.
Davenport found and purchased it on his own at a cost of $85. His home warranty
company, American Home Shield, installed the fuses for him.
 
While we have already agreed to reimburse [redacted] for the electrician(from [redacted]) service call ($75) and the cost of a
hotel for one night ($102.35), he is additionally asking us to reimburse him
for the cost of a meal for his family (approximately $51) and the cost of the
fuses ($85.) We do not feel [redacted] is entitled to reimbursement for a
meal, as this was not agreed upon. The reimbursement for the service call and
the hotel stay comes to a total of $177.35; this refund is already being
processed. While we agree that [redacted] should also be reimbursed for the
cost of the fuses, these are covered by his home warranty; he should submit an
invoice to them for reimbursement. It should also be noted that even though the
C&C had been performed by UAT we did not charge for that service either.
We sincerely apologize for the inconvenience the
[redacted] family experienced; they are valued customers and we truly appreciate
their business.
Sincerely,
Robert *. B[redacted]
Chief Operating
Officer

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, May 19, 2015 at 9:36 AMSubject: Fwd: update on complaint #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>
---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, May 19, 2015 at 7:32 AMSubject: update on complaint #[redacted]To: "[email protected]" <[email protected]>Update on complaint #[redacted]: United Air Temp for user [email protected]...
UPDATE (Issue RESOLVED):
After speaking with the manager of UAT, they finally came out and fixed it and I now even have the personal cell phone numbers of the manager and his top technician. The company has also agreed to reimburse us for the $320 that we had to spend to hire a third party to come out and correct the issue. They have since followed up and been out to the house several times to check on us and make sure everything is working alright. :-)
This issue is now closed and has been resolved, but there's nowhere to state that online.
Thanks!

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
October 5, 2015
 
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by [redacted] is requesting that the repair costs of $1,060
be reimbursed to her because she feels our company did not repair her air
conditioning unit in a timely or accurate manner. While I sympathize with the
costs [redacted] incurred, they are unfortunately the result of two separate
issues, and United Air Temp made the first repair properly and professionally.
We therefore do not feel [redacted] is entitled to a refund from our company; however,
she may wish to discuss this with her home warranty company.
United Air Temp was first sent by [redacted]’s home warranty company, to respond to a “no A/C” call on
July 1th. Our technician determined that the indoor coil was faulty,
and on July 16 she paid UAT to remove and repaired it. [redacted] paid $1,060
for this service.
On August 24th [redacted]
sent us again to [redacted]’s home for another “no A/C” call. This visit was
considered a recall because even thought the 30-day workmanship warranty had
expired, the 90 day parts warranty had not. However, [redacted] was not home to
receive our technician and we were forced to leave. The appointment was
rescheduled.
On September 1st, our technician
returned to the home. The unit had now frozen and required at least a full day
to thaw before any diagnosis could be made. A return appointment was scheduled.
Before United Air Temp could return to diagnose
the unit, [redacted] requested that [redacted] send out a different
contractor, as is her right. The company found that the king valve was leaking;
they made the repair and charged [redacted] for this and additional refrigerant.
This would be [redacted]’s second payment for refrigerant.
I understand how it might appear that this second
repair was the problem all along and United Air Temp missed this, but I would
like to explain why this is not the case. They are two separate failures—but
yes, they are related. When the indoor coil leak was repaired, the system was
once again back up at full pressure; it is not uncommon in air conditioning
units of an advanced age for other failures to begin to occur then. The unit is
not accustomed to operating under these higher-stress conditions, and other
leaks can develop. United Air Temp worked on the inside unit; the second
company worked on the outside unit, further demonstrating that the two issues
were separate. I might add that a coil leak is an extensive repair, requiring
the technician to take the unit apart to access the interior; this would
account for part of the high cost and time involved for the first repair. A
king valve leak is a less involved repair.
 If [redacted] feels she should not have had to
pay for refrigerant twice in such a short time period, I suggest she contact
her home warranty company to discuss this matter with them. The guidelines of
her warranty are what determine what refrigerant costs she is responsible for
and what amount is covered.
I hope this explanation clarifies why United Air
Temp does not feel [redacted] is entitled to a refund from our company, and why
both repairs were ultimately necessary for her system.
Sincerely,
Robert *. B[redacted]
Chief Operating
Officer