United Air Temp Air Conditioning & Heating, Inc

United Air Temp Technician came out to my home on 8/23 to perform service on my AC unit. The technician did an injection as the refrigerant was low. One week later the entire AC unit stopped working and the same technician Zack Stone came to my home and said that a valve is bad and need to order the part. He indicated the part will be ready in 3-5 days. Got a call customer service by a lady name Daisy. She indicated the part will take 9 days and there is nothing she is able to do. She was unwilling to offer any suggestion or do anything to extra to help, Ask to speak with a manager and the response was all managers were in meetings.
This company has poor customer service

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
January 30, 2015
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear Ms. [redacted]:
This letter is in response to the complaint filed
by Ms. [redacted] on January 17, 2015. Ms. [redacted] is requesting that money she
pre-paid for an order she subsequently cancelled be refunded. The money that
Ms. [redacted] is due was already refunded several months ago on October 20, 2014.
A technician from United Air Temp visited Ms. [redacted]’s
home on October 3, 2014 to perform a routine “clean and check” service, but
needed a diagnostic and the customer was charged $147.00 for it. Problems were
discovered and the technician performed a diagnostic service to determine the
cause; once this was determined, a repair was scheduled and parts were ordered.
Ms. [redacted]’s bill that day came to $860.98, $147.00 for the diagnostic, and
$713.95 for pre-paid parts.
Within 24 hours, Ms. [redacted] opted to cancel the
repair, as is her uncontested right. We canceled the order for the parts and
agreed to refund her the full amount of that expense. The refund was processed
and on October 20, 2014, the amount of $713.95 was credited back to her credit
card account.
I’m not entirely sure if Ms. [redacted] is suggesting
in this complaint that she received no refund, or that she did not receive the
full $860.98. If she believes she did not receive any refund, I advise her to
contact her credit card company and discuss this matter, as the amount has
already been credited. Our administration office will be happy to assist if
necessary; they can be reached at###-###-####.
However, if Ms. [redacted] has submitted this
complaint because she wishes to be refunded the remaining $147.00, I must
remind her that the diagnostic service were performed and therefore payment is expected
for those services; she is not entitled to be refunded money directed towards
these expenses.
Sincerely,
Robert R. B[redacted]
Chief Operating
Officer

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
September 22, 2015
 
Revdex.com
Attn: [redacted]
 
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by **. [redacted]; he is unhappy with the service he has received and is asking
for financial compensation, despite the fact that no expenses have been
involved in this repair. United Air Temp does not feel [redacted] is entitled to
any compensation. All of the service calls and labor involved in this repair
were covered by [redacted]’s warranty, and he was never charged for anything.
The repair of [redacted]’s air conditioning unit
did admittedly span several days, but this was unavoidable; on our first visit,
the unit had frozen up and no diagnosis could be made until it thawed
overnight. Our technician suggested that the cause may be due to the dirty
filter ( which was the customer’s responsibility to clean), as this was the
only observation he could make at this stage, but never stated this as fact.
Upon his return the very next day—after the unit had thawed—he was able to
determine that the unit was low on refrigerant, and recharged the system.
However, he was unable to locate a leak. This is not a result of incompetence,
but due to the fact these systems are complex and locating a minute leak in
such a vast system can sometimes take more than one attempt.
When the system continued to be problematic, our
technician returned quickly and determined that the TXV (thermal expansion valve)
had failed. This valve regulates the flow of refrigerant and, just as a leak
would, can cause a system to freeze up. The TXV was ordered—but unfortunately
it was now the Labor Day weekend, and the supplier would be shut down for the
holiday. This is a scheduling issue beyond our control.
Replacing the TXV allowed the technician to
locate the leak, which ultimately was caused by two pipes rubbing together; the
vibration wore a small hole in one. It was a well-hidden leak. As of September
11, the unit has been repaired and the customer is satisfied with the service.
We apologize for the inconvenience [redacted] experienced; he is a valued
customer and we appreciate his business.
Sincerely,
 
Robert *. B[redacted]
Chief Operating
Officer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I called [redacted] ([redacted]) and was told [redacted] was simply forwarding United Air Temp's request/bill for the $75 to me. I was further told that $75 was strictly between the United Air Temp and the home owner. [redacted] does not receive or benefit 1 cent from this $75. 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 again. Since 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 [redacted] to forward this $75 bill to me-- in other words, this matter is closed and no money is owed in anyway to Unite Air temp. [redacted] clearly told me they only forwarded the $75 bill because United Air Temp wanted it.
Regards,
[redacted]

I have a warranty through American Home Shield. On Sunday, I called AHS and requested someone to come out and look at my AC. I had to call United Air as they never contacted me like I was told. A tech showed up on Wed evening around 5:30. He came in asked to look at my thermostat and air return. Then wanted to look at the inside unit and took down all the information about the unit. Then asked to go outside and check that unit. He never even asked me until he came back in and told me my freon was down 5-7 pounds. He then said he went out and checked the outside unit for leaks. None found, then came in and checked the inside and no leaks. Then he proceeds to tell me that he wants to check the lines under ground and needs to put gas in the lines for a couple days. He will have to come back a couple times to start and end the procedures. Meanwhile, I am supposed to sit in a house with no air for 2-3 days in 95-100 degree weather. He then proceeds to tell me that AHS will not cover this and that if they have to replace the lines which would mean going through the attic and placing the AC on the side of the house and it would all be at my expense. I told him I wanted a second opinion. He also informs me that my house unit is 5 years old and my outside unit is 14 years old, which is a surprise to me since I built my home 5 years ago and everything was new. He turned off my AC in the house and I told him I was going to run it. He said it would hurt my system, but I have dealt with this in the past and it has never hurt a unit I have had before if the coolant got low. They were not in a hurry to get down here and look at it when I made the call. So later, I turned the unit on in the house as it was 85 in the house. It usually cools down in the evening. Could not figure out why the house was not cooling some. Had my daughter go out and the unit was not running outside. I called AHS and United to find out what he had done to my unit. When she said the fan was not working, I said check the breaker. At that point, the tech called back and said he had shut off the breaker on the outside unit. I have dealt with such an it. If you shut off someone's breaker like that, the customer should be informed. I guess this would be a way for my unit to be ruined and he would blame me for turning on my AC. If something happens to my unit, your company is to blame. I plan on contacting Channel 9 news to file a complaint, but I see I need to get in line with all the complaints that have been filed. I will make sure that many of my friends are aware of how you do business. You are a disgrace to how to attempt to scam people. I think he thought that I was just some dumb old lady who would take him at his word and believe everything that he told me. Let me inform you, THERE IS NOT A SUCKER BORN EVERY MINUTE.

September 17, 2014
Dear [redacted]:This leter is in response to the rejection filed by [redacted] has rejected each of the six individual issues he originally complained about and added additional points, and now requests only that his money be refunded in full (originally he was also requesting the option of replacing his new air conditioning unit with the same or a higher quality unit.) United Air Temp stands by our original position that either of these requests are unreasonable; we have gone so far as to have both the distributor and the manufacturer also review [redacted]’s concerns, and both have stated independently that they also feel these requests are unreasonable. We have tried to resolve the issues in the ways explained in our first letter, but [redacted] steadfastly refuses to accept anything except a full refund. There is little more that we can offer him.
In his rejection, [redacted] accuses United Air Temp of intentional deception and calls himself “victim number **,” a reference to the number of complaints our company has received from the Revdex.com. He also suggests that we answer all complaints with a scripted response. I would like to address both of these issues first. Since 2012, United Air Temp has had a total of 78 complaints nationwide out of 206,618 calls. This comes to . 038%, or 38 thousandths of 1%. The grading system used by the Revdex.com does not reflect that for a company our size running the volume of calls that we do, we have a far lower percentage of complaints than most other companies; it only reports the physical number, which does not offer an accurate representation. We hope that viewers will note this fact.
Additionally, there is no scripted response to letters of complaint, as [redacted] accuses; if we have failed, as we sometimes do, we accept that responsibility and try to make things right. If the customer’s complaint is not justified, he or she is not entitled to compensation. There are only so many ways to word this.[redacted] now states that he was overcharged and “robbed of his hard-earned money;” this is a new grievance that was not voiced in his first complaint. Pricing throughout the industry is going to vary somewhat; while it is certainly possible to locate a lower price, our pricing is fair and reasonable and well within the industry standards.
[redacted] still claims that because the unit was run without a filter in place it now requires replacement. This is not the case; the amount of time the system was run under these conditions was not significant and the dirt accumulation was minor. We have already offered to clean the system to return it to its original state but [redacted] will only accept a full refund or replacement, even demanding a higher quality replacement than the unit in question. He compares accepting the dirty unit to buying a new car with dents; this is not comparing apples to apples. Buying a car that required a wash before leaving the lot would be a more accurate analogy.[redacted] also still feels that the coil has been damaged during manufacturing, further justifying replacement. His rejection now indicates that several screws are out of line, rather than the just the one he originally complained about and sent photographic documentation of. The unit has already been evaluated by our company, the manufacturer, and the distributor, who all have stated that no damage exists. Replacement is not an option. [redacted] also insists that I intentionally did not identify the name of the company verifying the condition of the coil. The two companies that verified this information were both clearly identified by name, more than once, along with the specific individuals who made the evaluations: [redacted] from [redacted] and [redacted] from [redacted] [redacted] even refers to them later in his rejection as both being “in denial.”
[redacted] continues to suggest that the line set is not correct for his new unit, and accuses me personally of avoiding the fact that the line set was never replaced. There is no deception here; the line set was never replaced because it did not need to be replaced. While [redacted] is correct in stating that R-410A refrigerant does run at a higher pressure, he fails to understand that the existing line set is still appropriate for both the [redacted] and the [redacted]. The copper used for both systems is exactly the same. The size of the line has already been verified as correct by both our company and the manufacturer ([redacted] from [redacted].) The line set actually consists of two separate lines—the liquid line and the suction line. [redacted] incorrectly refers to the liquid line as the line set, and indicates in his rejection letter that it is 1/4, which it is not. While the newest [redacted] guidelines recommend 3/8 line being used for the liquid line, other measurements—such as the actual size that exists in [redacted]’s home—are still acceptable for his system. I am unsure of where [redacted] is obtaining his information about the specifications, but it is not accurate.
[redacted] continues to be unhappy with the sharp edges inside the air box and the location of the return grill. I will again offer to resolve these issues in the same manner I originally offered. As for the tight-fitting filter, [redacted] was made aware on several occasions that he would need to accept our offer to order the filter before that order was placed, but his only response has been a steadfast refusal of anything except a full refund or full replacement of the entire unit. We would be more than agreeable to provide documentation of these conversations as they relate to all of the issues discussed here.
[redacted] suggests that both [redacted] from [redacted] and [redacted] of [redacted] are attempting to cover up dishonest, immoral, and illegal acts. He states “[redacted] and [redacted] are in denial” and threatens legal action. He also suggests I tried to forbid him to contact anyone outside of United Air Temp, stating “let me remind Mr. B[redacted] that this is the USA, not RUSSIA, who is he to determine who I should contact and who I should not.” While [redacted] is welcome to speak with the manufacturer’s and the distributor’s customer service departments, I simply informed him that the way the industry functions does not provide access to the general public to contact the representatives in question; the customer communicates with the contractor, the contractor communicates with the supplier, and the supplier communicates with the manufacturer. United Air Temp must abide by this hierarchy also. To insist on bypassing this policy is akin to demanding to talk directly to your congressman—it’s not forbidden, but it does violate the accepted chain of command in place. I understand that [redacted] from [redacted] has since contacted [redacted] directly and requested documentation about these issues, so it appears that they will be reviewed by another [redacted] representative anyway. We look forward to hearing the results of this review.
Having gone over these specific points, I must reiterate that [redacted] is not entitled to a full refund. We will once again offer the options outlined in our original response that include the following:
? covering the sharp edges of the air box ? cleaning the coil and air handler ? relocating the return grill (please note that this will involve a sheet metal patch) ? ordering the requested filter and cover
I ask that [redacted] email me directly at BB[redacted]@UnitedAirTemp.com if he wishes to accept the terms originally offered. I will additionally offer to replace the liquid line (one of the two lines of the line set) as he has requested, provided the remainder of the terms are agreed upon.
If he still finds these terms unacceptable, the only remaining solution I can suggest is to invite a third-party mediator to assess the situation. If [redacted] is agreeable to this option, we would consider the judgment passed by the mediator as binding. However, if we cannot come to a resolution on our own and [redacted] opts to take legal action as he threatens, then we will forward all documentation to our legal department and address this matter in court. I am hoping that we will be able to resolve the matter before reaching that point, but am prepared to go forward in that arena if necessary.
Sincerely,Robert B
Chief Operating Officer

July 11, 2014
Dear [redacted]:This letter is in response to the complaint filed by **. [redacted] on July 2, 2014. **. [redacted] is asking for the $75cost of a service call to be refunded to him because of the time involved to receive a replacement part for his air...

conditioning unit. Manager [redacted] had already spoken to **. [redacted] on July 2nd and had agreed to the refund; the complaint was filed later that day, despite the fact that the issue was already being resolved. United Air Temp was contracted by [redacted]), **. [redacted]’ home warranty company, to service his air conditioning unit on June 25, 2014. A replacement part was needed for the repair, and **. [redacted] was told that the part would be ordered that day. **. [redacted] contacted United Air Temp several times to check the status of the repair;unfortunately, there was some miscommunication and **. [redacted] was not connected to someone who had knowledge of his specific order. It was ultimately discovered that the miscommunication extended to result in the part not beingordered until five days after the customer was originally told it would be. When **. [redacted] learned of this delay, he spoke to **. [redacted] and stated that he wished to cancel the order and take hisbusiness elsewhere, and be refunded the $75 he had paid for the service call.**. [redacted] agreed and requested the refund that day. **. [redacted] should receive a check in the mail within 4 weeks. **. [redacted] states that our company did not contact [redacted] to authorize the repair. This is inaccurate, and[redacted] records will show that the repair was not autho required. **. [redacted] also states that he was unable to reach United Air Temp by phone, and that he repeatedly received a voice notification and that the line would then disconnect. This is a serious concern to us, as we always want to be reachable by our customers; however, I have personally tested our phone lines and cannot reproduce the conditions **. [redacted] described.  United Air Temp sincerely apologizes for the inconvenience **. [redacted] experienced while waiting for this part; we understand his frustration, and are increasing efforts on our end to improve the ordering process so that this situation does not repeat itself.  Sincerely,

United Air Temp
[redacted]...

[redacted]
Springfield, Virginia 22150
May 4, 2016
 
Revdex.com
Attn: [redacted]
 
Homeowner: [redacted]
Case #: [redacted]
 
 
 
Dear Mr. [redacted]:
 
This letter is in response to the complaint filed by [redacted]. While Mr. [redacted] praises both our company and the specific technician that visited his home, he is requesting a partial refund of his cost for refrigerant purchased through United Air Temp, as his cost would have been less if he were to have purchased it directly from a vendor online. Mr. [redacted] is correct in recognizing that prices do indeed vary between direct vendors and distributors, but this does not entitle him to a refund for the refrigerant supplied and installed by our company. Furthermore, he must be EPA-certified to both purchase and handle refrigerant; unless this is the case, this is not even an option he could legally pursue.
 
Mr. [redacted] owns a home warranty that covers $10 of each pound of refrigerant purchased; at a recent visit to his home, our technician installed refrigerant in the home’s heat pump system and charged $75 per pound. Mr. [redacted] researched this cost online and, after finding the same refrigerant sold at a significantly lower cost, felt United Air Temp should have sold him the refrigerant at that same cost. As mentioned above, unless Mr. [redacted] is EPA-certified both to purchase and to handle refrigerant, he cannot buy refrigerant legally. Despite this fact, to make this comparison does not take into consideration that one source is simply selling a homeowner a single raw material, while the other is not only providing that material but safely and professionally installing it as well. A supplier must also include the cost of stocking, transporting, and installing the refrigerant, the specific service tools necessary to work with this material, the training to work with these relatively new higher pressure systems, and the EPA-certification required. Our rates for this material are fairly standard for our industry, which can range up to around $160 per pound. Examples of this abound: while it would cost a person pennies to make their own coffee at home, we pay several dollars for a cup at a coffee shop. Tap water in the home is free, but a single bottled water purchased at any convenience store will cost about $2.00. When we have a professional auto mechanic make repairs to our vehicle, we pay not only costs for labor, but a mark-up on all parts used as well.  Mr. [redacted] receives a discount through his home warranty, and United Air Temp charges a fair rate for this product in this area.
 
Mr. [redacted] certainly has the option of purchasing his own [redacted] refrigerant in the future, assuming he is EPA certified to do so; however, United Air Temp will not install refrigerant that we do not provide ourselves, as we have no way to monitor and guarantee the quality or safety of such a product. This is also part of what a customer receives when paying a contractor to provide and install such material. I suspect that the majority of other HVAC vendors would agree with this practice for safety reasons. I sympathize with Mr. [redacted] about the high cost of the refrigerant, but must state the he is still not entitled to a refund.
 
Sincerely,
 
 
 
Robert R. B[redacted]
Chief Operating Office

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
July 2, 2014
 
Revdex.com of Northeast Florida
Attn: [redacted]
 
Homeowner: [redacted]
Case #: [redacted]
 
 
 
Dear **. [redacted]:
This letter is in response to the complaint filed
by **. [redacted] on June 5, 2014. **. [redacted], a renter whose air conditioning
system is covered by the homeowner’s home warranty policy, is requesting that
the air conditioning unit be replaced rather than repaired because of the
amount of time the repairs have required. While United Air Temp sympathizes
with the inconvenience **. [redacted] has suffered and understands how frustrating
this process must be, we unfortunately cannot provide a replacement of the
system—nor do we have the authority to. This is an issue that should be taken
up between Kyle [redacted], the homeowner, and [redacted], the home
warranty company. Additionally, the repairs to **. [redacted]’s air conditioning unit
were completed successfully one day after this complaint was filed, and have
not been an issue since that date.
United Air Temp’s contract with American Home
Shield ([redacted]) requires us to repair parts whenever possible before determining
that the part requires replacement. Sometimes these determinations can be made
quickly and easily, and our recommendation to [redacted] that replacement is the best
option is approved early on. However, often we will not be able to reach that
conclusion until several repair options have been explored first. The reality
is that sometimes during this process, one successful repair will allow another
underlying problem to surface. This can be tedious and frustrating for both the
technician and the customer. Most of the time we are able to eventually
successfully repair the part or unit. On occasion, after exhausting our repair
options, we may recommend at that time that a part or a unit be replaced.
[redacted] makes the final decision as to whether that recommendation
will be approved. 
In the case of **. [redacted]’s unit, United Air Temp
was contracted by [redacted], **. [redacted]’s home warranty company, to respond to a “no
A/C” call on April 5, 2014. A refrigerant leak was discovered, and the
replacement part was ordered. Over the next several weeks, **. [redacted] was forced
to wait until parts arrived, repairs were made, and additional underlying
problems surfaced and were diagnosed, often with more parts needing to be
ordered. Most of these underlying problems were the direct result of damage
done to or a strain put on the system by the original refrigerant leak. At one
point, the evaporator coil also failed; I believe this was a result of it being
overtaxed by the other damaged and failing parts. With the failure of this coil,
we did recommend to [redacted] that it be replaced rather than repaired, and this
replacement was approved.
On June 6—the day after **. [redacted]’s complaint was
filed—the second, new compressor was installed successfully. At this stage, all
of the failed or damaged parts have been repaired or replaced, which means that
all involved parts are now operating at the same level and should cause no
further issues. 
Coincidentally, we visited **. [redacted]’s home in
June to service a second air conditioning unit, unrelated to the one discussed
above. [redacted] once again selected our company to run the call, and **. [redacted] did
not request a different contractor. The service done to the second unit was
easily and successfully resolved; while our technician was at the home, he also
checked the first unit to confirm that it was still functioning properly. As of
June 23, everything was operating as it should.
We hope at this time **. [redacted] is happy with the
condition of his system and no longer feels a replacement is necessary. We do
sympathize with the inconvenience he experienced and understand the
frustration, but want him to know that we always had his best interest at stake
and did everything we could to resolve the situation for him under the terms of
the home warranty. We apologize for the lengthy process that became necessary
to reach this resolution. If **. [redacted] still wishes to pursue a replacement of
the entire system, he will need to have the warranty holder, **. [redacted], contact
[redacted] directly to discuss that request. As the contractor assigned to this case,
I do not have the authority to make that call. 
Sincerely,
[redacted]
Chief
Operating Officer

WORSE COMPANY EVER!!!!!!! HAVE HAD THE SAME ISSUE AFTER PURCHASING A NEW AC SYSTEM ONLY FOUR MONTHS AGO. HAD TO TAKES OFF WORK ON THREE SEPARATE DAYS ONLY TO HAVE THE SAME ISSUE AND BECAUSE THE COMPANY WANTED TO CUT COSTS RATHER THAN FIX THE ISSUE. CURRENTLY FILING A LEGAL CLAIM AN ATTORNEY. THE ONLY RESPONSE RESPONSE RECEIVED IS AN AUTOMATED MESSAGE FROM THE MANAGER "ROGER". I WOULD NEVER RECOMMEND THIS COMPANY IF YOU WANT PROFESSIONAL SERVICES.

This company is run by a bunch of unethical people and they should be stopped before they take steal any more money and time from more consumers. They sold a brand new hot water heater which started to have issues and is still under warranty. Upon the technician's diagnosis, he suggested getting a new unit. After he was told NO since this was still a NEW UNIT BOUGHT at their RECOMMENDATION, he reluctantly said a new part was needed to be ordered and he would take care of it right away. Three weeks into it, still no part. Each time they have called to schedule an appointment, they call back and cancel and say they got the "wrong part." This has left the family with no hot water for over 3 weeks. They make up excuses about the technician being in the hospital and do not escalate issues to the top tier management to resolve an issue even after many phone calls. The staff is unhelpful and do not ever get you in touch with the person you want to speak with. There is something very shady about this company and they should be investigated.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I do not agree with the response. I am United Air Temp customer since more than 10 years. The technician they sent at the first time was very rude. He saw the filter was dirty (not clogged) and started blaming the problem on us that we did not clean the filter. I was not at home and wife had to deal with his rude behavior. He did not even bother to look for any other problem and right away blamed the problem on us. The next day he came, he was rude again. When I asked him a few questions about what he was doing etc. he started talking very rudely again. After that I requested the manager to send any other technician. The other technician was nice. He was ok with answering my questions.
Secondly we were without AC for more than a week, it was about 1 and 1/2 week. I think they took too long to find the problem and then fix it. 
I am not asking for financial compensation. But I am requesting them to fix their processes.
I am really disappointed with the service they provided. 
Regards,
[redacted]

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
October 20, 2015
 
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
 Dear [redacted]:
This letter is in response to the rejection filed
by [redacted]. The [redacted] were told by their home warranty company that they
still owed money to United Air Temp and therefore were ineligible for further
service; the payment had actually been made but had not been recorded properly
on our end. United Air Temp has since corrected the data entry, and offers our
sincerest apologies for the confusion and inconvenience. The [redacted] have been
made aware of this correction, and can rest assured that no negative reports
have been or will be made to the credit bureau regarding this transaction.
 We would like the [redacted] to know that we are
deeply embarrassed by the clerical error; it should have been resolved at the
first phone call and we are sorry that this complaint became necessary. Once we
received the complaint, we were able to correct the error that same day, and
also were able to visit the [redacted]’s home the following day to provide the
service they were in need of. The [redacted] are valued customers and we hope to
continue doing business with them in the future.
Sincerely,
Robert *. B[redacted]
Chief Operating
Officer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed 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]

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
August 11, 2014
 
Revdex.com
Attn: [redacted]
 
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by [redacted] is requesting that damage done to her
ceiling by a leaking air conditioning unit be repaired. United Air Temp has
already been in contact with [redacted] and is currently in the process of
arranging the repair.
United Air Temp installed a new air conditioning
system in [redacted]’s home in June. In July, the unit stopped working
properly and began to ice up. Our technician visited the home and made the
necessary repair, but some damage had already occurred to a ceiling in the home
because of the leaking system. The technician informed [redacted] that he
would have his Service Manager, Daniel C[redacted], visit her home to assess the
damage and make a claim for the repair.
Although our intent was to resolve the situation
quickly, it does seem that there was some miscommunication between the customer
and Mr. C[redacted]. Daniel attempted to but could not reach [redacted], and may
have been calling her home rather than cell phone as she had requested. He did
ultimately leave one message, which was not returned for a week—possibly
because it was left at the home number. When [redacted] did return the call,
Mr. C[redacted] was not available to respond right away. While we do wish that [redacted] and Mr. C[redacted] had had a chance to speak with one another before a
formal complaint was filed, we do apologize for the communication breakdown and
the delay that it caused. 
Mr. C[redacted] did visit the home on August 7th
and confirmed that the system was operating properly. It was low on
refrigerant, which was added back in July. Mr. C[redacted] assessed the water damage
and has made a general liability claim through our company on [redacted]’s
behalf. Our Human Resources department will be contacting [redacted] to make
arrangements for the repair, which will be at no cost to her. [redacted] is
aware of the status of this issue. If she has any additional concerns or
questions, she should contact Mr. C[redacted] directly at ###-###-####, ext. [redacted].
United Air Temp sincerely apologizes for the
inconvenience [redacted] experienced, and hope she finds this solution
satisfactory.
Sincerely,
 
Robert *. B[redacted]
Chief
Operating Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution:
Refund of the January 2014 Service fee ($49)
Next Two Maintenance checks at No Charge.
Repair of the Damaged Drywall
 is satisfactory to me under the following conditions:
This repair actually solves the problem of the unit not working.  Since the damaged caused by the tech who broke the fan blades by sticking a thermometer into the unit, other parts failed.  If, in the execution of this latest repair, another part fails, for whatever reason, UAT agrees to replace the indoor unit.  By this point of time the UAT team will have disassembled the unit a minimum of 3 times - each time creating more damage.  I suspect there is a cascade failure, where the failure of one part creates a failure of another part.  After the motor, what fails next.  In the long run it may be better to replace the unit than to continue to replace failed parts.
The drywall repairs are executed before June 15, and include repainting the repairs and the access panel.  I have the matching paint on hand.
The condensate pump  issue remains unresolved.  UAT still must resolve the original excessive noise issue.     
Regards,
[redacted]

135 I[redacted]s Approach, R[redacted], Ga. 30075
1. It has been weeks and I still do not have working A/C. The last technician was able to get the air blowing through the ducts, but the compressor outside is NOT WORKING. Again, it has been weeks.
2. I left a voice mail yesterday with a MANAGER and still not return phone call.
3. My name is not Robert F[redacted]. I have told 3 people to correct this in the system, and you still continue to contact the previous home owner Robert F[redacted] to discuss repairs and site visits...which he obviously rejects. I own the contract with American Home Shield, not Robert F[redacted].

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
September 17, 2014
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by **. [redacted] on September 3, 2014. [redacted] states that United Air Temp is
charging her a $75 fee that she is not responsible for; she believes her
balance due to be zero and wants us to honor that amount. Unfortunately, [redacted] has misunderstood the terms of her home warranty contract with [redacted], and is indeed responsible for the additional $75.
United Air Temp was contracted by [redacted]’s home
warranty company, [redacted], to visit the home on July 30, 2014 for
a “no A/C” call. The technician arrived at the home at 6:05 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
cooling. He spoke to Manager Jason L[redacted] by phone to discuss this concern,
and Mr. L[redacted] decided to send a senior technician the following day to
assess the problem. [redacted] was financially responsible for two costs—a
one-time $75 deductible for her home warranty, and a $55 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 day. The technician completed the call
at 8:02 pm and spent a total of 1 hour and 16 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 repair. He spent a
total of 45 minutes in the home. [redacted] agreed to pay the $55 cost for the
refrigerant added the day before, but still refused to pay the $75 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 $55 was owed to United Air Temp and was paid in full; the
$75 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 $75 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 him. If [redacted] truly believes
she should not have to pay her $75 deductible, she should take this issue up
directly with her home warranty company; United Air Temp is not the right party
to address. As 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 6 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 2
hours and 1 minute.
Sincerely,
Robert *. B[redacted]
Chief
Operating Officer

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
August 11, 2015
 
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by **. [redacted] on July 29, 2015. [redacted] is unhappy with the length of
time involved to repair her air conditioning unit, and would like to be ‘cashed
out’ by her home warranty company, [redacted], rather than rely on
them to provide her with a repair. This has in fact already occurred; the day
after this complaint was filed, [redacted] did cash her out. 
As a contractor hired by [redacted], United Air Temp
must abide by their policies and guidelines; these include repairing rather
than replacing equipment whenever possible, and utilizing parts that sometimes
require that they be obtained from specific sources. These conditions often
contribute to the time needed to complete a repair. In this instance, one
additional visit became necessary simply because the customer was unable to pay
for the refrigerant needed to perform the necessary work, and we were forced to
return at a later date. The air conditioning unit in [redacted]’ home was
repairable, although [redacted] insisted at each of our visits that the unit be
replaced; leaks that were discovered later in our visits appeared suspicious to
our technician.
While [redacted] preferred a replacement to a
repair, that determination must be made by her home warranty company. Now that
she has received her cash out, she is free to replace the unit on her own if
she wishes. The unit in question is no longer covered by her home warranty. Our
efforts to continue repairing were dictated by [redacted], and [redacted]’ grievances
are incorrectly directed toward us.
Sincerely,
Robert *. B[redacted]
Chief Operating
Officer

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
June 8, 2015
 
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by **. [redacted] on May 26, 2015. [redacted] is unhappy with the length of time
required for a repair to the air conditioning unit of her tenant, and believes
that because she has a warranty with her home warranty company she should
receive priority treatment from United Air Temp. The repair in question was
completed not only within the stated time frame that [redacted] was informed of,
but early—and during the hottest May the region has experienced in years. If
she had allowed the agreed upon amount of time to pass, there would have been
no need for a complaint.
[redacted] has a warranty with [redacted]
([redacted]), her home warranty company. This warranty entitles her to a prompt
initial visit from the contractor [redacted] sends to her home, which in this case was
United Air Temp. We visited the tenant’s home on May 19, 2015 and determined
that the unit’s compressor had suffered a catastrophic failure and a
replacement part would need to be ordered. This was called in to both [redacted] and
the property manager for approval. On Friday, May 22, the non covered costs
were paid and the paperwork was processed, allowing the part to be ordered. [redacted] was informed—both verbally and in print on her invoice—that compressor
failures require 7-10 business days to complete the repair once the part is
ordered. This time frame is the same for all customers as we have no control
over the delivery time necessary; [redacted]’s warranty with [redacted] would have no
impact on this transaction. Manager Don T[redacted] informed [redacted] that he would
contact her with updates as they became available.
The following day began the Memorial Day holiday
weekend; on Tuesday, May 26—the first business day after the part was
ordered—[redacted] filed her complaint with the Revdex.com at 4:07 pm. She then emailed
Mr. T[redacted] at 4:11 pm to inform him of her formal complaint; he responded within
30 minutes, reiterating the terms previously discussed.
On Monday, June 1—only five business days after
the part was ordered—the compressor was installed in the tenant’s unit and the
repair was completed. It should be noted that even if all weekends and holidays
had been counted, this date was ten days from the date the part was
ordered—still within the 7-10 day range given.
[redacted] received a major repair in half the time
we allow for, during the busiest season in our industry and during the hottest
May on record. She also received all the priority attention her warranty
entitled her to; if she is unhappy with the terms of her warranty, she should
discuss this with [redacted]. In regards to her statement that she
experienced long waits on the phone, we do apologize but would like to remind
[redacted] that this is our busiest time of the entire year. Although we have
hired additional staff to answer phones, there is a limit to what we can handle—which
is why Mr. T[redacted] informed her that there was no need for her to call for status
updates, and suggested communication via email instead. He responded promptly
to every email and in a polite, professional manner.
Sincerely,
Robert **
B[redacted]
Chief Operating
Officer