United Air Temp Air Conditioning & Heating, Inc

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
October 3, 2014
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by Ms. [redacted] on September 22, 2014. [redacted] believes that United
Air Temp sold her a specific model of furnace as part of her warranty-covered
repair but then installed a different model, and is requesting that we either
switch the installed furnace for the preferred model or refund her money plus
an additional $800. United Air Temp has already explained to [redacted] that
under her warranty coverage, she is only entitled to the furnace that was
installed; we have also offered to remove the system from her home and refund
all of her expenses, but she has so far refused.
United Air Temp was contracted by [redacted]’s
home warranty company, [redacted], to visit the home for a “no A/C”
call in June. The technician found a cracked heat exchanger, and service manager
Jason L[redacted] came to the home to discuss furnace replacement options with
[redacted]. Under her home warranty coverage, a comparable replacement furnace
and its installation would be covered expenses, but there would be several
non-covered expenses that [redacted] would be responsible for. These included
items such as the disposal of the old unit, parts to bring the new furnace up
to code, and duct work modification. It was made clear to [redacted] at the
time, both by Mr. L[redacted] and by the [redacted] representative that spoke to her
over the phone during that visit, that the brand name of the replacement
furnace could not be determined yet or guaranteed. This phone conversation was
likely recorded by [redacted].
Mr. L[redacted] also gave the customer two additional
options; one allowed her to upgrade and choose the specific furnace of her
preference, and the other allowed her to take a “cash out” from [redacted] instead of
the replacement furnace, and use that money toward her own purchase. When [redacted] learned she could not request the specific brand of furnace she
preferred under her warranty, she opted for the cash out. 
A week later, [redacted] contacted Mr. L[redacted]
and informed him that after learning of the cash out amount she would be given,
she had changed her mind and decided to go forward with the furnace
replacement. She told Mr. L[redacted] she did not want to upgrade, and in fact
asked if the non-covered expenses, totaling $2,382.00, could be reduced. We
made the installation arrangements and an invoice was created that reflected
the specifications of the replacement furnace, but no brand name.
On the day of the installation, [redacted]
halted work on the new furnace after 90% of the job had been completed, stating
that she had purchased an [redacted] furnace and we were not installing
the correct furnace. Our installers were told to leave. Mr. L[redacted] contacted
the customer by phone and tried to explain that her statement was not accurate,
but she refused to listen, threatened to call [redacted] and her credit card company,
and hung up on Mr. L[redacted].
Mr. L[redacted] has contacted the customer several
times since then and has made two generous offers; the first was to have the
installers return to her home at no additional cost to complete the installation,
and the second was to remove the equipment from her home and refund her entire
cost of $2,382.00 for the non-covered expenses. [redacted] has rejected both
offers.
[redacted] is now requesting that we not only
refund the $2,382.00, but also the $800 that [redacted] offered her as her cash out.
We have made repeated offers to refund the first amount to [redacted] and are
still willing to do so; however, the cash out amount must come from [redacted], not
United Air Temp. She must contact [redacted] to discuss receiving this amount from
them.  
[redacted] has been made two offers that we
continue to stand by; she needs only to notify us of which she would prefer to
pursue. The delay in resolving this issue is due to the customer’s refusal to
select one option. She is not entitled to receive an [redacted] furnace
unless she purchases one through her upgrade option. She is mistaken if she
believes she has already purchased this, and has already been informed by both
our company and her home warranty company that there is no “brand matching”
when replacing a furnace covered by the warranty.  She is also not entitled to a refund of $800
from United Air Temp, as the cash out is a warranty issue between [redacted]
and [redacted].  We suggest she contact them
directly to discuss this matter.
[redacted] can contact Mr. L[redacted] directly at
###-###-#### to inform him of her decision. Until then, there is no more that
we can do or offer.
Sincerely,
Robert *. B[redacted]
Chief
Operating Officer

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
April 23, 2014
 
Revdex.com
Attn: [redacted]
 
Homeowner: [redacted]
Case #: [redacted]
Dear **. [redacted]:
This letter is a response to the complaint filed
by **. [redacted] on April 13, 2014. **. [redacted], a customer of ours for
over 20 years, is frustrated with the time involved in both plumbing and HVAC
repairs made recently to his home. These situations have already both been
resolved to his satisfaction; **. [redacted] has offered to retract his initial
complaint, and continues to be a valued customer of ours today.
United Air Temp installed a rather specialized
[redacted] tub faucet for **. [redacted]; because of its uniqueness and our
inexperience with this faucet, the repair did take longer than we (and the
customer) would have liked. The installation has now been completed and **.
[redacted] is very happy with the results.  
**. [redacted] also had an issue with his air
conditioning unit, for which he has a service contract entitling him to
emergency service when needed. He called us at 10:00 pm on a Sunday night and
spoke with the duty technician on call, who was fairly new at this position.
When **. [redacted] described the problem as “the upstairs was not cooling
properly,” the duty technician misinterpreted that to mean that the customer’s
home had two zones—meaning the home had an upstairs and a downstairs unit, and
the upstairs unit was not the sole source of air conditioning in the home.
Because of this, he advised **. [redacted] that the situation was not considered
an emergency. Nevertheless, a technician made the repair the next day, well
within the 24-hour window that we promise our service contract customers. In
hindsight, it would have been possible to come out on Sunday evening to make
the necessary repair, as **. [redacted] would have preferred, but as the request
was not made until 10:00 pm, the service call would have been some time in the
middle of the night. 
**. [redacted] is a long-time customer of United
Air Temp, and we truly value his loyalty. We sincerely apologize for any
inconvenience he has experienced. **. [redacted] has offered to retract his
initial complaint and we are very appreciative of that offer. If he has any
further questions or concerns, he may call me directly at ###-###-####, ext. [redacted].
 
Sincerely,
 
 
 
Robert R. Batchelor
Chief
Operating Officer

From: [redacted] <[redacted].com>Date: Mon, Dec 28, 2015 at 11:35 AMSubject: complaint #[redacted] resolvedTo: "[email protected]" <[email protected]>Hello,United Air Temp has refunded me the requested amount and the branch manager called to apologize...

for the hassle. Please confirm if you receive this message and consider this complaint closed. Thank you very much for your assistance with this.Kind regards,[redacted]

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
March 17, 2015
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by [redacted] on March 5, 2015. [redacted] had been requesting financial
compensation for the costs of space heaters and an anticipated higher electric
bill due to a repair that has not yet been completed by our company, and for a
supervisor to visit her home to complete that repair. Before United Air Temp
even became aware of this complaint, a service manager had indeed visited the
home and completed the repair to [redacted]’s satisfaction; she has since
informed the service manager that she is no longer seeking any refunds and has
also offered to retract her complaint.
United Air Temp apologizes to [redacted] for the
inconvenience she and her family experienced; we are sorry that we were not
able to resolve the situation more quickly. If she has any concerns in the
future, we ask that she contact service manager Hector L[redacted] directly at
###-###-####. He is familiar with the system in [redacted]’s home and would
be happy to continue working with her. We appreciate [redacted]’s offer to
retract her complaint and would like her to know that she is a valued customer.
Sincerely,
Robert *. B[redacted]
Chief Operating
Officer

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
November 23, 2014
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by **. [redacted] on October 28, 2014. [redacted] believes that United Air
Temp misdiagnosed a cracked heat exchanger in his home after a second
contractor provided a conflicting diagnosis, and is requesting a refund of the
service fees for both our visit and that of the other contractor.  United Air Temp stands by our diagnosis and
does not feel [redacted] is entitled to a refund; we are in fact so confident
of our ability to correctly diagnose this issue that our company has a standing
policy stating that if we do indeed misdiagnose
a cracked heat exchanger, we will install a new furnace in the customer’s home
at no cost.
A United Air Temp technician visited [redacted]’s
home to check both of the home’s furnaces. He discovered that the downstairs
heat exchanger was cracked, and called his supervisor to come to the home to
confirm this finding. Service Manager Craig B[redacted] came to the home and
confirmed the cracks; he and the technician also determined that the upstairs
heat exchanger had a hairline crack that had not broken all the way through the
surface yet. This means that the exchanger will eventually crack, but it did
not require more attention at this time and could not be “confirmed.” A cracked
heat exchanger is dangerous and requires replacement because it has a high
potential of allowing carbon monoxide to leak into the home. Our technician
shut the system off and advised [redacted] not to use it; however, we did not
disable the system. There are times when the system may need to be used briefly
before replacement to prevent damage to the home, such as to prevent pipes from
freezing; in cases such as this, we advise windows to be opened and nobody to
be in the home.
[redacted]’s home warranty company sent one of
their own contractors to provide a second opinion; this contractor did not
reach the same conclusion that our technician and manager had, leading [redacted] to believe that our diagnosis was incorrect. He now also questions why
we had not disabled the heat exchanger instead of simply shutting it off, or
why we were able to confirm cracks in one unit but not the other. While I have
addressed both of those concerns above, I will add that if a customer’s unit is
creating a threat to life, property, or the community—such as a gas leak—our
company would have disabled the system immediately. We only need to disable a
system if simply shutting it off does not eliminate the danger.
United Air Temp is uniquely qualified to diagnose
cracked heat exchangers for the following reasons:
•              United
Air Temp used special equipment, such as a C-snake heat exchanger camera, to
examine heat exchangers. Many contractors do not have such specialized equipment.
•              Our
technicians must have a supervising manager verify that their diagnosis is
accurate, due to the serious safety issues and high expense of a replacement.
In a sense, we provide a built-in second opinion.
•              If
a second contractor disagrees with our diagnosis, we always offer to return to
the home with that contractor to show them the crack firsthand. (Although [redacted] had been shown the crack himself, he refused this offer twice.) If that
is not possible, I myself as the Chief Operating Officer will be available to
visit the home and show the customer the crack.
•              Most
importantly, United Air Temp is so confident in the process we use to correctly
diagnose a cracked heat exchanger that—if after returning to the home we
determine that the crack does not exist—we will install a brand new furnace at
no cost to the customer. This is not a special offer made to [redacted]; this
is our standing policy.
United Air Temp does not feel [redacted] is
entitled to a refund for any services provided. However, we would be more than
happy to continue to honor the offers outlined above until the end of 2014. [redacted] can reach Mr. B[redacted] directly at ###-###-#### if he would like to
make arrangements to have United Air Temp revisit his home.
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 stand by my complaint. I want other consumers to be forewarned.
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 second rejection
filed by [redacted]. There seems to be some confusion in explaining why
[redacted] is not entitled to a refund from our company; I would like to
address each line in this most recent rejection in an attempt to provide final
clarification.
 “I paid for services that were
not rendered.” Services were
rendered. The indoor unit’s coil was repaired, the outdated system was brought
up to code as required by law, and the unit was refilled with refrigerant.
“As I stated I was provided a quote of $648.00, they wanted me to pay
twice for freezon.” [redacted] was not charged twice for refrigerant
(Freon.) Her home warranty company covers a set amount and she is financially
responsible for the balance, and which she paid us at the first repair. That
amount is determined by her warranty, not us. If she is unhappy with the amount
she is responsible for she should contact her home warranty company. She was
never required to pay for refrigerant a second time.
“A business should stand by their service and I did not receive
service.” [redacted] received quite a bit of service—a
repair, a code update, and a system charge as described above and in past
letters.
“Whether the A/C was old or new they responded to United Air Temp that
they could fix my unit.” United Air Temp did fix [redacted]’s unit. But as
described in previous letters, it is an old unit, and the stress of running at
a fully operating level caused a second, separate issue over a month later. Other
similar failures are likely to occur as the system continues to age.
“They did not fulfill their obligation as a service provider. [redacted] paid for the coil, I paid for the freezon and the upgrade.” The coil was covered by [redacted]’s home warranty; the bulk of the
refrigerant costs and the upgrade were not. United Air Temp repaired the coil,
refilled the refrigerant, and completed the upgrade. I do not know what
obligation is left that we did not provide.
 “United Air Temp took $648.00 to put
freezon in my unit when the other company came out there was no freezon in the
unit and the stem was broken.” As mentioned earlier, the $648.00 was [redacted]’s financial responsibility after her home warranty coverage, owed to
whatever vendor worked on the system. There was no refrigerant in the unit when
the second repair became necessary because a new leak had developed and allowed
the refrigerant previously added to escape. And as already mentioned, the new
leak was not missed earlier—it simply did not exist then and was caused by the aging
unit finally working at a fully operational level. 
 “United Air Temp had my family
without A/C from July 2 to September 3, 2015.” This is just not accurate. Our repair was completed on July 16 and [redacted] did not contact us about the second issue for over a month.
“The other company came to my house on September 3 to diagnose the
issue and fixed it on September 4, 2015.” This was
a less involved repair than the initial coil repair (which required taking the
unit apart), and I am happy for [redacted] that the other company resolved it quickly.
However, I would like to remind [redacted] that we visited her home to provide
this same service on August 24th, and were forced to leave because she
was not home at the agreed-upon time. We then returned on September 1st
and could not work on the system because it had now frozen up and it needed to
thaw. By the time the second vendor arrived, this process had been completed.
If she had been home for the originally-scheduled service call, she would have
only been without A/C for a couple of days.
I hope addressing [redacted]’s letter in this
manner clarifies why United Air Temp does not feel she is entitled to any
refund from our company.
Sincerely,
Robert *. B[redacted]
Chief Operating Officer

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

United Air Temp has looked into the [redacted] system and agreed with the customer that the system is not preforming as the customer had asked for.United Air Temp has agreed to remove the [redacted] and refund the customer. We are sorry for any inconvenience this may have...

caused.
United Air Temp has left messages with the customer and sent an email to remove and refund the customer, we are just waiting for a response.
Thank you
Bob B[redacted]
C.O.O.
United Air Temp

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
August 14, 2015
 
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by **. [redacted] on August 5, 2015. [redacted] states that our company
initially told him his air conditioning unit was repairable and then reversed that
diagnosis to needing to be replaced instead; he wants our company to make the
repair originally discussed. Unfortunately, the original diagnosis was
inaccurate; once the correct information was relayed to [redacted]’s home
warranty company, the claim was denied because the unit had not suffered merely
normal wear and tear.
While a leak in the unit was accurately diagnosed
in our earlier visits to [redacted]’s home, additional damage that ultimately
caused the home warranty company, [redacted], to deny the claim was
not discovered until a second technician came to the home to begin the repair.
[redacted] is justified in being frustrated at the inconsistency and
inconvenience this oversight caused, and we sincerely apologize for that.
On July 29th, a second technician
visited [redacted]’s home to begin the repair on his air conditioning unit and
discovered that the coil fins were all matted down together; this would have
occurred from something large and heavy pressing against it, like yard items or
toys or a large animal rubbing against it. Additionally, the technician found
that the coils were soaked in pet urine; the acidity in the urine makes the
coils disintegrate. The [redacted] do own a large dog who could very possibly have
caused this damage. We were obligated to report this new information—which
admittedly should have been caught in an earlier visit—to [redacted].
They in turn reversed the decision to cover [redacted]’s claim, stating that the
problem was not due to normal wear and tear. The technician took digital photos
of the damage that are available upon request.
 
[redacted] now has the following options: he is
welcome to have [redacted] send out another contractor to offer a
second opinion; if they do not agree with our assessment, the decision to deny
the claim may be reversed again. He is also may be eligible for a ‘cash out’
from [redacted] that would provide him with the cash; the unit would
no longer be covered by the warranty, but [redacted] could use the money to make
the repair elsewhere. We do not recommend repairing the unit, though, as we
feel it would be a waste of [redacted]’s money and believe that the coils will
never work properly again. If he has other questions about his options he
should speak directly to someone with [redacted].
While we are truly sorry for the incorrect
diagnosis given initially and the inconvenience it caused, we are unable to do
more to repair the system until that action is approved by [redacted]. We hope the above suggestions will offer a solution for [redacted].
Sincerely,
Robert *. B[redacted]
Chief Operating
Officer

United Air...

Temp
P.O. Box 6300
Springfield, Virginia 22150
September 17, 2014
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted] (note [redacted]
says please respond to this one only) 
Dear [redacted]:
This letter is in response to the complaint filed
by **. [redacted] on September 1, 2014 (please note that [redacted] filed
a second complaint about the same issues on September 5, 2014, case #
[redacted].) [redacted] has numerous issues that he is unhappy with and wishes
for his money to be refunded in full, or for his new air conditioning unit to
be replaced with a higher end new unit. We have tried communicating with [redacted] several times to explain that United Air Temp, the distributor, and the
manufacturer of the equipment all feel these requests are unreasonable, and
therefore do not believe [redacted] is entitled to either a refund or a
replacement. However, we have offered on several occasions to work with him on
some of his lesser grievances. He has rejected all offers and insists on only
the refund or replacement.
Earlier this year, United Air Temp installed in
[redacted]’s home an air conditioning unit with an electronic furnace air
handler inside. [redacted] has since accumulated multiple grievances, which are
identified as follows:
1)       [redacted] claims that because the unit was momentarily run without a
filter in place, it resulted in the system becoming so filthy that the entire
system now needs to be replaced—not with the same system, but with one of
higher quality. While United Air Temp did run the system for a short time
without the filter while testing the unit, this is not significant. The dirt
accumulation would also be minor for this length of time. Despite this fact, we
have offered to come out and clean the system at no cost to [redacted] several
times; he has either not responded or rejected the offer outright, stating he
will only accept a full refund or full replacement.
2)       [redacted] believes the coil in the air handler has been damaged during
the manufacturing process (before the installation) because a mounting screw is
out of line, and is demanding that the entire air handler be replaced because
of this. He forwarded a photo of this mounting screw to us; we in turn
forwarded it to our manufacturer’s representative, [redacted], at [redacted] for their opinion. To ensure an accurate answer for the customer, [redacted]
forwarded the photo to a product specialist with the actual manufacturer, [redacted] at
[redacted]. Both felt the request was unreasonable; [redacted]’s
response stated, “This is a normal production occurrence on this model family. The screw
isn’t creating any damage to the unit.”  [redacted] wanted to contact
our manufacturer’s representative himself, but we explained to him that they do
not deal with the public and we would need to forward the information. There is
a chain of command that we must adhere to; to further demonstrate this, United
Air Temp cannot deal directly with the actual manufacturer—only the supplier can.
 Neither United Air Temp, the supplier,
or the actual manufacturer believe there is any damage, but rather that this
sometimes occurs and does not affect the performance of the unit, and therefore
does not justify being replaced.
3)       [redacted] states that the line set (the copper piping that runs
between the outdoor and indoor sections of the system) is too small. Manager
Don T[redacted] himself took photos of this at the customer’s insistence, and once
again forwarded them to [redacted] at [redacted] for their opinion. [redacted]’s
response was as follows: “I have researched the line set and per the specifications you gave me
15’ line set, indoor and outdoor being horizontal from each other, and 2
elbows. The 5/8 and 5/16 is an approved line set for the TEM3A0B30S31SA with
the 4TTB3030G1000A.” Both United Air Temp and the supplier believe
the line set is correct and appropriate for [redacted]’s system, and does not
need any further attention.
4)       [redacted] complains about sharp edges on the inside air box (the box
the air handler sits on) and is unhappy that the box was built on site; he wants
this replaced with a box that has been built in our shop or in a factory. These
boxes are often built in the field, as the installers will not know the exact
dimensions needed until they are actually installing the air handler. This
results in a more customized job. Please note that the sharp edges [redacted]
is referring to are on the inside of the box; this box is not designed for the
homeowner to disassemble and place their hands inside. Despite this, we have
offered to come out and cover any sharp edges for him on several occasions; he
has either not responded or rejected the offer.
5)       [redacted] is unhappy with the location of a return grill on the air
box and would like it relocated to a different spot. This is a purely cosmetic
complaint; however, we have once again already offered to move the return grill
for the customer, and he has once again refused. It should be noted that if the
grill is relocated, we will have to patch the air box with a piece of sheet
metal, which [redacted] may find even more displeasing.
6)       [redacted] wants a tight-fitting filter with a cover for his unit; we
have, on several occasions, already offered to provide this. [redacted] has
never accepted the offer but instead continues to reject it and demand a full
refund instead. At one point when he complained that he had not yet received
his filter, we reminded him that he had not yet accepted our offer and that the
order would not be placed until then.
[redacted]’s two major demands—that his money be
refunded or his unit be replaced—are unreasonable and unnecessary, and we do
not believe he is entitled to either. We have gone out of our way to contact
people outside of our own company to evaluate [redacted]’s requests, and all
parties involved—United Air Temp, [redacted], and American
Standard—all agree that the equipment and the installation of the parts in
question are all fine.  As to [redacted]’s other complaints, we have attempted several times to offer solutions,
all of which are again above and beyond a standard installation. He has
continued to reject these offers with responses such as this one from August 26th:
“Negative, new air handler and new box,
period.” It seems the only option [redacted] truly wants to consider is a
new, upgraded air conditioning unit, which he is not entitled to.
These are the conditions I am currently willing to continue
working with  [redacted] under:
1)       Any future communication about any of these issues must go through me
only; there will be no further contact with Mr. T[redacted] or any other United Air
Temp employees, as well as anyone at either [redacted] or American
Standard. [redacted] should contact me directly at BB[redacted]@UnitedAirTemp.com.  I will only communicate via email, as this
will create accurate documentation of our conversations, should they be needed
in the future. Of course, if [redacted] experiences an emergency he is always
welcome to call our main number at ###-###-####.
2)       We will not replace the air handler or line set because both have been
approved by [redacted]. We will also not replace the coil because this
has been approved by [redacted]. With third party verification that this
items are properly installed and within specifications, there is no option of
replacement.
3)       We will uphold the previous offers Mr. T[redacted] has made, which consist of
having a technician visit the home to:
*  cover the sharp edges
*  clean the coil/system
*  relocate the return grill (please note
that this will involve a sheet metal patch)
*  order the requested filter and cover
4)       In order to utilize the above offers, [redacted] must respond to me
via email that he is accepting any or all of the four offers being extended. No
action will be taken until this reply is received so that documentation is
created. Once that occurs, I will send a technician out to perform the work.
Acceptance of these offers will be the final resolution and communication about
the issues described in this complaint. Should mechanical problems arise in the
future, these would be covered by [redacted]’s one-year warranty, which
expires one year from the date of purchase.
I must apologize in advance for my unavailability
at this time; I will be out of town and unreachable until Tuesday, Septemer 30th.
Please do not mistake my inability to respond during this time as a lack of
interest in resolving these issues; I look forward to working with [redacted] upon
my return.
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: [redacted]'s external AC is one of large number of identical units of the same age attached to adjacent row houses built at the same time as hers.  All were probably installed by the same contractor when the houses were built.  None of those units vibrates excessively, and all are quiet. There is no evidence of cracking of the top of any adjacent AC units I have inspected. [redacted]'s unit vibrates excessively; it is  noisy; and the top has cracked from excessive vibration.  Her neighbors have complained to her of the noise through her Neighborhood Association. They are aware that her unit is, in this respect, not typical but exceptional. I cannot, therefore, accept the argument that vibration, cracking  and noise are "normal" for older units of this type. If the problem is not fixed it is possible that [redacted] will eventually be forced by her Homeowner's Association to replace her entire whole-house AC system at great expense.  The vendor speaks of "guidelines" defining "normal"  noise, cracking  and vibration in older units to which his  technicians supposedly conformed. But those "guidelines" are not specified, and so are essentially meaningless. They may simply indicate that this vendor typically does not completely  or carefully repair older units. That was certainly true in this case. If in fact the fan motor was replaced, as the vendor says, and the vibration was not eliminated--as it was not-- the vendor should have replaced the only remaining component that could have caused this condition, namely the fan blade; but, by its own admission, it did not. Further, the vendor does not respond to the complaint  that on two occasions his technicians attempted to sell [redacted] expensive, unnecessary complete refills of refrigerant.
As for not contacting the vendor or giving the vendor sufficient time to correct the problem, there were, as noted, five visits by the vendor's technicians each preceded by a call complaining of the same problem. The vendor clearly had appropriate notice. [redacted] turned to a second vendor only after those repeated calls resulted in no improvement. It is good thing she did; for it enabled her to avoid an expensive, unnecessary complete refill of refrigerant recommended by the first vendor's technicians. United Air Temp should finish the job they started and replace the fan blade, and the cracked top. If a replacement top cannot be found the existing top should be removed and neatly welded from the underside (an option mentioned by the vendor) and repainted to resemble the entire external AC unit. The ugly yellow plate currently installed is not acceptable. [redacted]'s Homeowners Association has very strict guidelines--enforced by regular inspections-- for the maintenance and appearance of the exterior of row houses, to which  this repair clearly does not conform. The second  vendor, called in for a second opinion only after the first  vendor recommended expensive, unnecessary complete refills of Freon, should not be responsible for fixing problems which the first vendor failed to fix.
Regards,
[redacted]

I AM ONLY WANTING CUSTOMERS TO BE AWARE OF WHAT THEY ARE GETTING INTO BY USING BOATWORKS. they took over 9 MONTHS TO REPAIR MY MOTOR AND CHARGED ME $1917.00. I only received ONE(1) call during this time and that was to request $900 for parts. I had to call them if I wanted to know any progress on the work. After receiving my boat back I ran 15 gallons of gas through it before it lost power. returned it to Boatworks for repair and was told it would be one week to check it out...after one month I went and got my boat back UNREPAIRED! They stated they had ordered some parts but did not know if it would fix the problem??? If this is the case.. they were only guessing at what was wrong with it! Also stated that by me picking up the boat that it would be one less they had to fix! I thought it was their business to fix boats....
They will NOT give you a courtesy call or an update...even after months...
This is a very unprofessional company. I was charged for parts that appeared to be the same as when they received my motor.
a lot more NEGATIVE thing transpired during this time....just too much to mention
The only resolution is to let others know about my experience.
After 30 minutes of research... I repaired my motor....cost $0.00

United
Air Temp did a preventative maintenance check on [redacted]'s heating system on
October 14th. A complication arose and we were called back to the home;
apparently there was some confusion about whether there would be an additional
charge for this visit, and we apologize for that miscommunication. Our technician
made the repair and added two pounds of refrigerant at no cost to the customer.
After we received the complaint letter, a service manager contacted [redacted]
and confirmed that she was happy with the outcome. He offered her a refund or a
free one-year warranty as compensation for the inconvenience she experienced;
she informed him that her daughter would call back. We have not heard back yet,
so I will have our office send a full refund to [redacted] in the amount of
$234.95. [redacted] is a valued customer, and we hope to continue providing her
home with service in the future.
Bob B[redacted]

Review: The first representative ([redacted] a.k.a. [redacted]) that came to my home was very rude. His alleged manager ( [redacted]) came out the next day and gave and inferior diagnosis of my air conditioning unit. I did call and complain after the first I individual came out and I feel there was retribution because I complained and therefore I was given the wrong diagnosis.Desired Settlement: I would like to get a refund of my $75. Dollars. I felt they did not do want was expected of them. I had a second opinion and my AC will be repaired.

Business

Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

August 28, 2013

Revdex.com

Attn: [redacted]owner: [redacted]

Case #: [redacted]

Dear **. [redacted]:

This letter is in response to the complaint filed

by **. [redacted] on August 23, 2013. **. [redacted] is requesting the full

refund of a $75 service fee she paid to United Air Temp; we do not feel she is

entitled to this refund.

United Air Temp was contracted by [redacted]), **. [redacted]’s home warranty company, to respond to a “no A/C” call

on August 21, 2013. Our technician [redacted] visited **. [redacted] at her home and found

a failed compressor; because this is considered a “terminal failure,” United

Air Temp protocol requires the technician to have a service manager confirm the

diagnosis. **. [redacted] was asked by the technician to pay the $75 service fee,

which is her deductible with the home warranty company. **. [redacted] was unhappy

about having to pay for a service visit when the repair had not yet been made,

and I believe she took her anger and frustration out on the technician. When

the technician spoke to service manager [redacted] by phone, **. [redacted] also

spoke with **. [redacted], who complained that the technician had been rude to her

and that she did not wish to pay the fee. **. [redacted] explained that payment

would need to be made for that visit. He then made arrangements with **. [redacted]

to visit her home himself the next day to confirm the technician’s diagnosis.

**. [redacted] did indeed confirm the failed

compressor diagnosis on August 22; however, he also noticed at that time that

the system was not level. As required by the home warranty company, he then

reported his findings to [redacted]. Coverage was denied based on the fact that the

system was not level, which was deemed to be a result of inadequate maintenance

on the homeowner’s part. This would make the cost of the repair the

responsibility of the homeowner.

**. [redacted] is suggesting that **. [redacted]’s

diagnosis is intentionally incorrect and is in fact retribution for her complaint

about the technician’s alleged rudeness during the first service call. This is

absolutely not the case;

we stand by our diagnosis and feel it is honest and accurate. Additionally,

although **. [redacted] was rude and disrespectful to our technician, I do not

believe that behavior was reciprocated.

**. [redacted] is requesting that the $75 service fee

refunded to her. This fee covers her deductible with [redacted] and the diagnostic

service we provided; she is not entitled to a refund of this payment. **. [redacted]

indicates that she had another contractor provide a second opinion, who

informed her that the system was repairable. United Air Temp hopes that **.

[redacted] is aware that her home warranty company allows her a second opinion with

no additional service fee; this is designed specifically to protect the

customer from inaccurate diagnoses. However, we do stand by our original

diagnosis.

Sincerely,

Chief

Operating Officer

Review: August 20, 2014

Don T[redacted]

Branch Manager

UNITED AIR TEMP

[redacted], VA [redacted]

I am in a state of irritation and anger over the defective [redacted] Product, I am fuming, and did express my dissatisfaction to the technician Michael, I am sure he will fill you in with all the details in his report as to what has transpired today Wednesday August 20, 2014, I am appalled by what I have witness today, the evaporator coil was filthy, considering it was on for only 10 days!, it looks like is been used before, even after Michael cleaned the Coil it was still dirty, and to my dismay the coil is damage by several screws, I am attaching several pictures, it is clear that United Air has sold me a “LEMON”. This ongoing problem is beyond remedy.

At this point to solve this ongoing conflict United Air Temp, has two options, 1.- I demand that a new unit be installed properly and professionally, and I will need to see the unit before replacing the defective one, and 2 just return my money back and take your defective equipment, so I could start shopping around before winter arrives.

My faith or belief that United Air will act in a right, proper and effective matter to find a solution to this unfortunate matter by the options I have state above.

Dear Don:

We are at this junction because UAT botched up the installation thoroughly from the start, I did not ask for this headache, UAT created this matter. We spend $ 5,700.00 and that is not small change, is [redacted] refusing to replace the damage coil?, well when you buy a new car it should not have any dents or screws going on all directions, correct? While that would not affect the functionality of the car but you would not buy the car in such a condition would you? .Same issue with the NEW air handler, I had a home comfort consultant to inspect the air handler and in his years of experience in the business he has never seen a bran new evaporator coil so damage by the screws, poorly manufactured and so filthy, he also pointed out several observations about the air handler installation, and the return plenum.

Cleaning a NEW evaporator coil? It is not reasonable, the unit was on July 31, until August 6, was off during our trip to Florida, we turned back on Sunday the 17, Monday the 18 Kevin discover a malfunction part, Wednesday 20 Michael delivered a filter that does not fit again and took pictures of the coil. Friday the 22 Kevin was back to make some adjustments. The system was on for 9 days total till August 20. The condition of the coil is typical of neglected failure to replace air filter, and that is not the case in this matter.

I put my hands inside my previous return plenum for one reason only, and that was for cleaning, and the finish and design was far superior from what I have right now so clumsy, poor piece of work with sharp edges, a true hazard an unavoidable danger to cut myself when cleaning in the future.

Finally nothing I requested so far is beyond boundaries of reasonableness, when you purchase any item you return the same for a number of reasons to get you money back, correct?, Here we have a very serious issues and a lot of money pay, all we want is a new air handler and a return plenum, or our money back, clearly it should be replace with the gold [redacted].

It is of great importance that United Air Temp make an effort at resolving this matter , by informing me ASAP whether you are going to replace the air handler or give me my money back.

United Air Temp has stated that it will not replace the defective air handler nor will return my money. I would like to show you pictures but I do not see a link to upload them about this defective product and botched installation all the way around.Desired Settlement: All I want is for United Air Temp to replace the Air handler or just give me my money back.

Business

Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

September 17, 2014

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted] (note [redacted]

says please respond to this one only)

Dear [redacted]:

This letter is in response to the complaint filed

by **. [redacted] on September 1, 2014 (please note that [redacted] filed

a second complaint about the same issues on September 5, 2014, case #

[redacted].) [redacted] has numerous issues that he is unhappy with and wishes

for his money to be refunded in full, or for his new air conditioning unit to

be replaced with a higher end new unit. We have tried communicating with [redacted] several times to explain that United Air Temp, the distributor, and the

manufacturer of the equipment all feel these requests are unreasonable, and

therefore do not believe [redacted] is entitled to either a refund or a

replacement. However, we have offered on several occasions to work with him on

some of his lesser grievances. He has rejected all offers and insists on only

the refund or replacement.

Earlier this year, United Air Temp installed in

[redacted]’s home an air conditioning unit with an electronic furnace air

handler inside. [redacted] has since accumulated multiple grievances, which are

identified as follows:

Review: charge billed to customer was $75 due to [redacted] coverage, co charged $375 1 day later. contacted company several times over 3 day period. finally reached [redacted] on Friday 12 july 2013 @ 230 pm, said he was out of office and would process Monday. [redacted] showed no sense of urgency in returning phone calls or processing $300 refundDesired Settlement: refund have company removed from [redacted] contractor list

Business

Response:

Customer had contacted the branch manager on Friday July 12 2013(same day as complaint was filled with the Revdex.com). He was out of the office and told customer he would refund his money on the following Monday. Monday came around and UAt and **. [redacted] spoke twice Monday morning. It seemed that they were both busy that day. The managerI asked customer for bank statement, waited around as long as heI could. Spoke to the **. [redacted] later that afternoon and told him paperwork would be processed Tuesday. Paperwork was processed Tuesday. Customer was refunded Friday 7/19/13. this was just an honest mistake and UAT took all actions to resolve as soon as possabe. We are truely sorry for any inconvence, but see know way UAT could have resolved any faster.

Our apologize agean to **. [redacted]

C.O.O.

Review: United Air Temp is the contractor that my home warranty provider [redacted] refers its clients for services. The first time that I turned my AC on this year, it didn’t work well (blows hot air). I immediately reported it to [redacted] (5/23/2013) and requested a service. It took 6 days for the United Air Temp to visit and examine the AC. The technician requested additional test that needed [redacted] to authorize them to perform. The technician came back for the second time and finalized his finding that was report to [redacted]. I never received the report or statement of his visits. It took a few more days for [redacted] to let me know that there are repairs that are not covered by [redacted] contract. I called UAT and wanted to talk to the technician. I waited days to finally receive a call from the manager. He became very impolite and unwilling to help when I requested information! When I insisted to have a written statement, he took attitude and said that he has already told me what the problem with AC is and hung up on me. The manage attitude was very disrespectful and proved to me that they don’t value customers and their business.Desired Settlement: I need to receive a written report or analysis of issues that were fund with my AC; plus, I need to know the costs. I need the document that they've submitted to [redacted] for this job. Unfortunately, [redacted] refers everyone to this contactor for services and I don't trust them. I lost my trust for their evaluation of problems and decision. Both [redacted] and UAT refused to give me any written report or statement. I just received verbal evaluation over the phone. I'm not an AC technical perso; thus, I mostly don't understand whatever they said over the phone. I need to take this written statement/report to other AC repair company in the hope that they could assist me better.

Business

Response:

1) United Air Temp (UAT) was dispatched to a no A/C call from their home warrantee company [redacted] 5/30/13 @ 7.52pm after hours.

2) On 5/31/13 UAT called the customer and left a message, witch the customer called back the same day and seclude the repair call 6/4/13@ 9-10AM(beginning of 2ed working day), which is within guidelines for [redacted], and not 6 days as reported by customer. UAT has no way of knowing when the customer reported it to [redacted].

3) On 6/4/13 we found system low on referent and put in a return call for a through leak test to be preformed 6/7/13.

4) On 6/7/13 we found the evaporator coil to be leaking and needing replacement. This was reported to [redacted] as well as the customer. The items needed for the repair were reported to the customer and [redacted]. The items not covered by [redacted] were determined and reported to the customer by both UAT and [redacted].

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

This is the letter we sent the [redacted]'s and are still waiting for a reply:

I hope we can resolve this issue soon,

C.O.O

February 28, 2013