United Air Temp Air Conditioning & Heating, Inc

Review: Mike G[redacted], President 07/29/2014

United Air Temp

[redacted], VA [redacted]

Dear Mr. G[redacted]:

**. [redacted]a, Virginia has a contract (no. [redacted]) with [redacted], a company which you service. Her yearly premium is more than $460. The contract covers whole house air conditioner repairs and replacement up to a maximum of $1500.

Normally the vibration of whole house air conditioner exterior condensers (where the refrigerant is compressed, liquefied and cooled) is almost imperceptible, or indeed imperceptible. Recently this component of [redacted]’s whole house system developed a vibration so severe that a crack developed in the top of the sheet metal housing where the four bolts that hold the fan motor to the top are fastened. Because of this vibration the unit was also much noisier than usual. Your company was called and asked to fix the problem before it caused further damage to the unit.

It was evident that the vibration was not caused by the internal compressor but by the fan and fan motor assembly. The crack in the top of the unit developed where the fan motor was attached, and touch and sight confirmed that the vibration was most severe in this area. The possible causes of the vibration were obvious and these were communicated by me to your technician. Either the fan blades were no longer balanced, or the fan improperly seated on the motor shaft, or the shaft itself had excessive run-out, or some other defect, or the bearings of the fan motor were worn or damaged and the shaft was no longer running true. I was told by another AC technician (not from your company) that a defective or improperly-sized motor capacitor could result in an increase in the speed of the fan motor and possibly cause vibration. This too was communicated to your technician. Of course the vibration could have been caused by some combination of the preceding. To eliminate it either the fan had to be replaced and/or the fan motor and/or the capacitor. If, to save time, all components were replaced the cost would probably not exceed $200 for parts—one seventh of the $1500 [redacted] was obligated to contribute towards a new AC condenser should this one fail, and perhaps one-fifteenth of the cost to [redacted] for an entirely new unit. The fan assembly and capacitor are easily accessible and the time for total replacement of all components would probably be less than an hour.

Your technicians made five visits totaling at least five hours in duration. They did not replace the only parts that could have caused the vibration and noise and therefore did not eliminate those malfunctions. After the fourth visit the unit was noisier than ever and still vibrating excessively. Moreover, your technicians twice falsely told [redacted] that she needed a complete recharge of refrigerant at a cost of $500 for each recharge, which [redacted] would not reimburse, and falsely told her that the compressor, which was functioning perfectly, needed to be replaced. That, they said, would cost her an additional $1200, which [redacted] would also not reimburse if she wanted it done soon; for they would have to use an “upgraded” compressor not covered by her contract. Otherwise she would have to wait many weeks for an exact replacement that was covered. [redacted] is 76 and the hottest weather is upon us and so this expensive option seemed to her at the time the only viable one.

Here is a brief summary of the failed attempts by your technicians:.

On his first visit your technician did not check the balance of the fan blade or the trueness of motor shaft. Instead he simply tightened all screws in the outer condenser sheet metal housing. He told [redacted] that his pressure measurements indicated that the refrigerant was nearly exhausted and that she needed a complete refill. This, he said, would cost her $500, which he said [redacted] would not reimburse. Since the unit was cooling well, it could not possibly be nearly devoid of refrigerant as the technician claimed; and so I advised against this option.

On his second visit your technician was told that the unit was cooling well; he then agreed that a refrigerant refill was not needed. He installed washers beneath the four nuts securing the fan motor to the top plate, presumably to distribute the vibratory stress. The four bolts, which protrude from one end of the motor, are secured to the top of the sheet metal housing by small cap nuts closed on one end, and so the threaded portion that the nuts grip is relatively short. By adding the washers the technician further reduced the gripping area, and perhaps did not tighten the nuts fully. In any event, when I visited [redacted] a week later and inspected the unit, three of the four nuts and washers holding the motor and fan in place had vibrated completely free and were lying in the center of the unit far from the bolts. The fan assembly was suspended by one bolt and one nut only and was not only vibrating more than ever but oscillating severely. The excessive stress on the one secure nut and bolt assembly had caused a second crack in the top where the bolt was fastened. Had I not noticed this it is virtually certain that the slender bolt, which was flexing continuously, soon would have ruptured during fan operation, or the remaining nut would have vibrated loose like the others, and the still rotating fan would have fallen into the condenser radiator and the compressor completely destroying the unit. I removed the loose nuts and washers to prevent them from falling into the unit through the ventilating slots and striking the fan and told [redacted] not to use her air conditioner if at all possible until repairs were made.

This of course required another call to your company. You were told about the missing nuts and washers and that the unit was vibrating more severely than ever and was excessively noisy. On his third visit your technician replaced and tightened the three missing nuts holding the compressor fan assembly in place. He said he would fix the cracked top or get a new one.

On his fourth visit he inspected the fan blade, replaced the existing bolts holding the fan motor to the sheet-metal top with longer ones, and added a large, ugly, plate-like reinforcement to the sheet-metal top of the condenser housing in order to prevent further cracking of the top from vibration. He said he could not find a proper replacement top. Vibration was very slightly less owing to the added rigidity of the reinforced top but still evident and excessive; and now there was much more noise possibly owing to the vibration of the metal reinforcement or to the progressive wear of components from the constant vibration.

[redacted] called again, complaining that the unit was now extremely noisy and still shaking. On his fifth visit the technician pulled the main fuse in order to troubleshoot the compressor. When he reinserted the fuse, the compressor would not start. It was a very hot day. Your technician did not ask about, and may never have considered the possibility that [redacted] was participating in an energy saving plan sponsored by her power company, Virginia Dominion, and that the current might have been deliberately interrupted. According to her, he “checked out” the “inoperative” compressor and concluded that it was defective and had to be replaced. [redacted] was told she needed a new compressor for $1200, or an entirely new condenser unit toward which [redacted] would contribute $1500. He said another technician would be sent to discuss this matter with her.

In the afternoon a second technician arrived from your company. He replaced a fuse within the compressor unit, which, if blown, must have been blown by his predecessor while testing the compressor. The compressor started—perhaps because of the fuse replacement, perhaps because power was restored by Virginia Dominion. [redacted] was told that the compressor was ok and need not be replaced, but that her refrigerant was extremely low and that she needed a leak check (for which presumably there would be an extra charge) and a complete refill of refrigerant. The refill would cost $500 that [redacted] would not reimburse. He said the leak might have been caused by the vibration and so was probably in the external unit, not in the piping buried in the walls, and therefore should be easy to find. Ms, Savage complained of the excessive noise, clearly the result of the excessive vibration, to which your technician responded “we do not deal with noise.”

I asked [redacted] if her AC was still cooling adequately. She said that it was. I told her that there then was probably no need for an expensive refrigerant refill. My conclusion was soon confirmed.

[redacted] had the good sense to ask for a second opinion from another HVAC company, ATR Heating and Cooling, which also services [redacted]. Their technician, who arrived later on the same afternoon, said that the compressor was perfectly ok and did not need to be replaced. His pressure measurements indicated the refrigerant was slightly low, but not low enough to greatly affect performance. He noted that the previous technician had not tightened the refrigerant valves sufficiently after reading the pressures and that some refrigerant might have been escaping there. He tightened the valves and advised against a leak check, which he did not think necessary.

One wonders whether your technicians are instructed to routinely recommend expensive, unnecessary refills of refrigerant that are not covered by insurance given that in this instance two different technicians from your firm did so.

The condenser unit is now extremely noisy and vibrating excessively. As noted, the noise is clearly indicative of, and caused by, the excessive vibration. Your technicians in effect agreed with this diagnosis when the first reinforced the top to prevent further cracking from vibration and the second said that the vibration might have caused a leak in the refrigerant system. The unit is located just outside a living area which has large windows and large glass sliding doors and so is very audible within the dwelling and also to nearby neighbors in this row-house community. If the vibration and noise are caused by defective motor bearings they are bound to increase. If they are caused by an unbalanced fan and the bearings are not now defective vibration may eventually make them so, further increasing the vibration and the noise and the possibility of additional damage to the unit. There is a danger that the vibration could eventually rupture the pipes carrying refrigerant or cause soldered connections to leak—as the last technician from your company apparently suspected--or damage some other internal component or connection. The vibration could cause the nuts holding the fan assembly in place to eventually work free as they did before, allowing the still-rotating fan to fall into the unit, destroying it completely. The unit is now disfigured by an ugly plate added to the top by your technician that is probably contributing to the noise.

It is obvious that this unit must be properly repaired if it is to have anything like its normal life-expectancy. Your technicians made five unsuccessful attempts to fix it. To the best of my knowledge none involved replacement of the parts obviously responsible for the problems, and so those problems persisted. To avoid further unnecessary, futile or counterproductive visits by your technicians and additional damage to the unit we ask for the following repairs:

Replacement of the fan and of the fan motor with new components.

And, if the vibration persists (which is exceedingly unlikely) replacement of the motor capacitor with a new component of the proper value.

Replacement of the condenser sheet-metal top with a new top that properly fits this unit.

Additional refrigerant as necessary to top off the system. Your technician must be sure to securely tighten refrigerant valves afterwards.

He should also check within the compressor housing and where piping enters the dwelling for possible refrigerant leaks caused by the excessive vibration

The total cost to [redacted] for all of the above is not to exceed $75, the usual charge for a single visit and repair. There is to be no charge for additional refrigerant, if required, or for previous abortive visits. We are not now asking recompense for the inconvenience and anxiety caused [redacted], who was repeatedly led to believe, falsely, by your technicians that her choice was between expensive refills or repairs, which would not have fixed the problem of vibration, or a still more expensive replacement of the entire condenser unit.



Sincerely,

[redacted] for

[redacted]

Email: [email protected]

Tel.: 410-268-9621

cc: Headquarters, [redacted]; Virginia Department of Professional and Occupational Regulation; Consumer Protection Office of the Attorney General of Virginia; Revdex.com of Virginia; Consumer Reports; Angie’s List.Desired Settlement: Proper repair of condenser unit to eliminate vibration.

Business

Response:

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] on behalf of **. [redacted]in is requesting

that United Air Temp make “proper repairs” to [redacted]’s air conditioning

system after several unfinished attempts to fully correct an issue. United Air

Temp has followed proper procedures to make these repairs under the guidelines

of [redacted]’s home warranty company; additionally, [redacted] has had her

home warranty company transfer the repair to another vendor, preventing us from

any future involvement in the repair. [redacted]in’s request should be directed

toward the home warranty company rather than United Air Temp.

United Air Temp was sent by [redacted]’s home

warranty company, [redacted], to address a noise issue with her air

conditioning unit. The condenser outside was cracked, resulting in a noisy

vibration that is not uncommon for older systems such as this one. Three

possible options exist to correct the issue: 1) add washers to lesson the noise

and vibration; 2) add a steel plate to stabilize the surface; and 3) weld the surface

for additional stabilization. [redacted] requires us to exhaust all repair

options before recommending the replacement of a unit.

Our first attempt to lessen the noise and

vibration of the condenser was to install the washers. The washer solution was

unsuccessful; Service Manager Don T[redacted] accompanied the technician at the next

visit, when we resorted to the steel plate solution. Mr. T[redacted] also suggested

the option of replacing the motor, as it had by now suffered significant

damage. We returned again and installed a new motor, balanced the blades, and

installed the steel plate.

[redacted] contacted us the next day to inform us

that the compressor had stopped working. A technician discovered that a wire

was not secured correctly to the capacitor, a minor mistake that admittedly

should have been detected the previous day. The wiring was corrected and the

system was now working properly. The system was still making a lower level of

noise but was repaired within professional guidelines and to those of [redacted].

[redacted]in would like to see [redacted]’s unit

run silently, but the reality is that it is an older unit and this amount of

noise is considered acceptable by repair guidelines. I certainly understand the

desire for less noise, but United Air Temp is the wrong party to address this

issue with. [redacted] has since transferred this repair to another vendor

through [redacted]. While we would have continued to work with [redacted] to reach a satisfactory resolution, we are now prohibited from any

future involvement with this repair. We must abide by this policy. Whether

additional repairs or replacements can be made is an issue between the customer

and her home warranty company. If [redacted]in would like to pursue the matter,

the appropriate party to contact is [redacted]. United Air Temp is

not the correct business to address.

[redacted]in suggests that he has filed formal complaints

with several other organizations; while we did receive this same letter

directly first, we were not given sufficient time to respond before he took

further action. If he had spoken with us before filing, we could have explained

the process required by both customer and vendor, and also informed him of who

the correct party was to discuss his desired resolution with. While we

sympathize with the inconvenience [redacted] has experienced, United Air Temp

can do nothing to further resolve this issue.

Sincerely,

Robert *. B[redacted]

Chief

Operating Officer

Consumer

Response:

[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]

Review: [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,

Business

Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

August 22, 2014

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]

Dear [redacted]:

This letter is a second response to the complaint

filed by [redacted] on behalf of **. [redacted]in

continues to ask United Air Temp to complete the repair on [redacted]’s air

conditioning unit. To this demand, I can only reiterate what was included in my

first response: we are not the correct

party to discuss this grievance with. There is nothing United Air Temp can

do to further assist [redacted] for two reasons: 1) [redacted]’s home warranty

company, [redacted], ultimately makes the decision as to whether a

unit is repaired or replaced, and contractors such as us can only make

recommendations and then follow the directives we are given; and 2) [redacted]

has already had [redacted] transfer this repair to another

contractor, and we are no longer even permitted to be involved. The option to

transfer a repair (at no cost to the customer) is a safeguard [redacted] offers its customers for just this purpose—to provide the customer with

the security of knowing they do not need to simply accept the first

contractor’s diagnosis. We have no argument with [redacted]’s decision to

pursue this. Both of these points were explained in my first response and the

conditions have not changed.

[redacted]in suggests that “it is possible” that

[redacted]’s homeowner’s association may eventually find the condition of [redacted]’s unit to be unacceptable. This may well be the case, but as I have

stated, the correct party to address about this possibility is [redacted]. We have attempted to work within the confines of the warranty and clearly

had not yet satisfied the customer when she opted to transfer the repair. [redacted] should contact the home warranty company directly to discuss those

confines; they are the party with the power to grant allowances, explain

restrictions, or pass judgment on equipment. He also sites specific parts and

questions why certain ones were not repaired or replaced. While I admit that

the repair process had become lengthy and unfortunately required several

visits, it was still the process we as the contractor were required to adhere

to (with the exception of the additional visit to correct the compressor

wiring, an error on our part.) If [redacted]in would like details about why

those specific parts were not replaced or feels that the guidelines that an air

conditioning unit must work within are unacceptable, he may wish to discuss

those points as well.

When I voiced in my first letter that [redacted]in did not allow us sufficient time to respond before filing his

complaint, I was referring to the time between complaining to us directly and

filing the same complaint with the Revdex.com. We were unaware

until then that, after [redacted] had transferred the repair to a different

contractor for a second opinion, there was an issue between United Air Temp and

[redacted]. I was not referring to the time involved in attempting to complete

the repair; as I have already stated, that was admittedly lengthy but also

unavoidable (with the one exception already mentioned above), and I must stand

by the course of action we took.

I did not address the accusation of trying to

sell [redacted] over $500 worth of refrigerant—twice—because it is not

accurate, nor did it relate specifically to the greater issue of not repairing

the unit to the customer’s satisfaction. While it was evident that the

refrigerant level was low, it would have been impossible to determine what

amount of replacement refrigerant was needed until our technician performed a

leak test. [redacted] at first agreed and scheduled a date for this test (there

was not enough time available to perform it at that visit) but later cancelled

the visit. No specific amount of refrigerant was ever recommended to the

customer because of this. It is possible that [redacted] inquired as to what

the potential cost for replacement refrigerant might be, and the technician may

have given her a price range that—at its greatest amount—may have been $500. If

this was the case, we apologize for any confusion; it was not our intent to

suggest that this was a firm diagnosis but only that this would be the

worst-case scenario. I believe our technician’s attempt at transparency was

misinterpreted. I will discuss this risk with our technicians and make an effort

to improve our communication skills with our customers.

I appreciate [redacted]in’s feedback and will use

the information he provided to improve the training and performance of our

technicians. However, I can offer no more than that. I recommend that [redacted] contact [redacted] directly, and hope that he and [redacted]

find a resolution there that is satisfactory to them both.

Sincerely,

Robert *. B[redacted]

Chief

Operating Officer

Review: The Tech #[redacted] wasted us 6 hours, still cannot fix the problem. My AC stays the same. He said he was sorry but he cannot do anything. He charged me $55. I paid $55 and received the ZERO balance letter ( the letter is available if needed). Then the company came back more than 1 month later asking for another $75.Desired Settlement: Stand by the zero balance letter. Adjust the billing.

Business

Response:

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

Consumer

Response:

[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]

Review: [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,

Business

Response:

October 3, 2014Dear [redacted]:This letter is in response to the rejection filed by [redacted] continues to state that United Air Temp is charging her $75 that she does not owe our company. Our position remains the same; while we agree that she does not owe this money to United Air Temp, the $75 is owed to her home warranty company, [redacted]. They are the business that is billing her.As stated in our earlier letter, United Air Temp was contracted by [redacted]) to come to [redacted]’s home and serviced her air conditioning unit; this service included adding refrigerant to the system. When the repair was completed on July 31st, [redacted] was responsible for two costs—a one-time $75 deductible to [redacted], and the non-covered cost of $55 for the refrigerant to United Air Temp. [redacted] paid the $55 to our company and was given a bill indicating a zero balance. There is no argument there.However, [redacted] refused to pay the deductible required by [redacted]. Because she refused to make the payment when we tried to collect this amount at the time of service, she is now receiving bills directly from [redacted] demanding the payment of $75, but misinterpreting them to have been sent by United Air Temp. It is possible that our name is mentioned on the bill because we were the contractor, but these bills are not from our company and the payment will not come to us. We are no longer involved at all. [redacted] simply owes $75 to [redacted] for her home warranty deductible.If [redacted] still believes she is not responsible for this amount, she should contact [redacted] directly and discuss the matter with them. We are not the right party to address, and it is unfair to accuse us of wrongdoing. We have serviced [redacted]’s system properly and billed her correctly.Sincerely,Robert *. BChief Operating Officer

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I called [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,

Review: United Air Temp contacted me soliciting for business for AC maintenance the rep. explained the company was running a special for Twenty Five dollars. I thought that was a great deal and actually informed her that I had other properties that I would like the service for as well. the Rep. setup the appointments with me, her company called several times on Thursday to confirm, I inform the Rep. that I was home and waiting. my appointment hours were from 12:30PM TO 3:00OPM I was home all day no one called me or showed up. The following day I had schedule for my Mom home and a rental property be serviced. [redacted] the Tech. did show up but I received a phone call from my Mom stating he wanted Sixty Nine dollars I told my Mom pay him Twenty Five and ask him to leave. [redacted] did get on the phone and I did ask him what kind of (bleep) is this, is this some kind of a scam? I was told it was Twenty Five Dollars, we went back and forth I told my mom I was calling the company, I called and asked to speak to a manager which [redacted] explained she was the supervisor I explain to her she told me she was calling the tech now and the fee was Twenty Five that the tech. was not aware of the special. OK! when he leaves the unit started making a noise I told my Mom to turn it off and then back on and give it a minute it probably would stop. I left and went home, my mom called me the next morning stating that the noise persisted and no heat was coming out. Now we had a freeze that night, my mom states she knew how to keep warm. I called another AC company to come out the tech. explains everything to me and recommended I contact the company that came out. so I called the company asked to speak with [redacted] the supervisor explains to her she said she was sending a emergency tech. out that day that was at 11:45am it was 6:00pm again no one showed. This is very frustrating because another freeze is going to hit tonight. I called back and the office is closed. REALLY! This is just not good customer service!Desired Settlement: To fix whatever they broke!

Business

Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

January 24, 2014

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]

Dear **. [redacted]:

This letter is in response to the complaint filed

by **. [redacted] on January 4, 2014. **. [redacted] is requesting that a repair

be completed in her home; the repair was in fact completed on the day the

complaint was registered, and the issue has been resolved.

A United Air Temp technician came to the home of

**. [redacted]’s mother on January 3rd to perform a “clean and check”

service on her heating system. Our company had offered **. [redacted] a promotional

rate of $25.00, but our technician was unaware of the promotion and asked for a

larger amount. The customer called her daughter to question the amount; **.

[redacted] spoke directly to our technician in a rude manner (she quotes herself in

her complaint as having said “What kind of (bleep) is this”); the technician

then spoke to a supervisor, who confirmed the promotional price. The customer

was charged $25.00 and the misunderstanding was resolved.

Unfortunately, **. [redacted]’s mother experienced a

minor problem with her system, and **. [redacted] contacted United Air Temp just

before noon the next day to report this. Our supervisor [redacted] assured **.

[redacted] that we would send an emergency technician to the home to make the

repair that day. Emergency calls are typically run at the end of the day, as

they are unscheduled appointments that must be fit in to an already-scheduled

day. **. [redacted] filed her complaint at 5:00 pm that day; our technician arrived

at 6:00 pm and made the repair, which proved to be a screw not tightened

properly, causing a noise.

Our service manager [redacted] contacted **.

[redacted] himself as soon as the complaint was received; before that point, we

were unaware that she was unhappy with the service. Because of the initial

confusion about the promotional fee and the fact that the customer was **.

[redacted]’s mother, it is possible that **. [redacted] suspected we were trying to

take advantage of her; this absolutely was never the case—it was only an

unfortunate miscommunication. We do wish that **. [redacted] had contacted our

service manager first, but want to assure both her and her mother that they are

valuable customers and we appreciate their business. In a gesture of goodwill, **.

[redacted] offered and has already refunded the $25.00 that was paid for the service.

We believe this issue has been resolved.

Sincerely,

[redacted]

Chief

Operating Officer

I have been without heat for 9 days and was told by the tech person that my unit needed a part which has taken 9 days and on day 9 I am told that the part will be in on the next day and they could schedule an appointment for the next day, mind you I just got out of the hospital having major surgery and they would not put in an emergency appointment to get me some heat.I was told two different things by two different people.Two different tech's was sent out and I am still in the cold. I don't advise anyone to ever use this company and the person that dose the scheduling was very nasty!

Review: During the summer of 2013, I had issues with an air handler in my home. As events unfolded, we had to replace an air handler, for which United Air Temp ("United") was well compensated. The air conditioning unit that was repaired ran off the same thermostat as our oil furnace. After United repaired the AC, when the temperature dropped, the furnace would not turn on. I had United come out again and was told that the thermostat was fine and that there was an issue with the furnace; however, United did not repair oil furnaces. I then had a furnace company come out and, as it turns out, the furnace was fine and fired up immediately upon the circuit being closed. The issue is/was that the furnace was no longer connected to the thermostat and that the furnace wiring to the thermostat was missing. In short, the thermostat wire that left the furnace did not terminate at the thermostat. Where did it go? My furnace and AC ran off this thermostat for the seven years I have owned my home – until United did the repair work. The United employee who tried to repair the issue recently said the thermostat was fine, which was not possible if the furnace wire did not terminate at the thermostat. I have been able to repair the problem caused by United since United was not able to fix it, but not without significant time, expense and frustration. As such, I am seeking a $500 refund for the work United performed for me.Desired Settlement: $500 Refund.

Business

Response:

This letter is in response to the complaint filed

by **. [redacted]. **. [redacted] is requesting a $500 refund from United

Air Temp as compensation for expenses he incurred to repair a heating system

that we do not service with another contractor. He suggests that work we

performed earlier made this repair necessary; we do not agree and therefore do

not feel **. [redacted] is entitled to this refund.

United Air Temp visited **. [redacted]’s home on

June 24, 2013 to install an air conditioning air handler. Included in this

service was the installation of a new non-programmable thermostat. Both his

original thermostat and this newly installed thermostat controlled both the air

conditioning and **. [redacted]’s oil furnace. It should be noted that our

company does not work on oil furnaces through **. [redacted]’s home warranty

company, American Home Shield.

Two months later on August 16, **. [redacted]

requested that United Air Temp replace the new non-programmable thermostat with

his original thermostat, which I believe was programmable. (There was no

problem with the thermostat—**. [redacted] may have simply preferred the

programmable function.) When our technician, Louis, arrived at the home, he

discovered that the new thermostat was no longer mounted on the wall; it had

been removed by someone outside of our company (possibly **. [redacted] himself)

since our first visit in June. [redacted] reinstalled the original thermostat and

tested both the heating and cooling systems to ensure they functioned properly.

This is documented on the invoice. Although an $80 trip charge should have been

applied to this visit, United Air Temp provided the service as a courtesy to

**. [redacted].

Two months later on October 22, **. [redacted]

requested that United Air Temp replace the original thermostat that we had

reinstalled in August with a new programmable thermostat, and also indicated

that he was having issues with his cooling system. [redacted] visited the home again

and determined that the cooling system was functioning properly, but the heat

was not coming on. Because United Air Temp does not work on oil furnaces

through **. [redacted]’s home warranty company, [redacted] advised **. [redacted] to

have them transfer this call to a contractor that did. We also notified

American Home Shield of the situation. No work was done to the thermostat at

this time.

**. [redacted] had another contractor repair his

oil furnace after this visit, at a separate and additional cost to him. He

states that this contractor informed him that the furnace issues were related

to the thermostat wiring. This may well be the case; we have no way of knowing

what was done to the wiring after August 16—the last time our company performed

any work on the thermostat. We have no way of knowing what work was done to

this equipment since that date, or by whom.

Both American Home Shield and United Air Temp

manager [redacted] have advised **. [redacted] to file a dispute through the

home warranty company, but to our knowledge he has so far refused to do so. In

an effort to resolve the situation, American Home Shield contacted us and asked

if we would revisit **. [redacted]’s home to confirm that the heating issue was

not related to an improperly wired thermostat. Although we know this is not the

case we agreed, and have tried to contact **. [redacted] to arrange this but have

been unable to reach him and he has not returned our calls. He will not

communicate with either American Home Shield or United Air Temp, and instead

has chosen to file a formal complaint and request the above-mentioned refund

directly from our company.

The expenses **. [redacted] incurred were to repair

his oil furnace, a service we do not provide No work done by our company

involved the furnace. The last actual service we provided was on August 16, and

it is documented that the thermostat and both the heating and cooling systems

were working properly at that time. If the furnace issues were indeed related

to the thermostat wiring, this was a result of work done by another party or

**. [redacted] himself, not United Air Temp. We do not feel **. [redacted] is

entitled to any refund or compensation.

Sincerely,

Chief

Operating Officer

Review: All work on this system was done by this company the first time they installed the system it's stopped working after 2 weeks. They told me it was switched to a low setting and needed to run higher and they fixed it. 4 years go by and the entire coil on the air handler rusted out completely due to condensation but I have never heard of a air handler rusting out entirely in a closed attic space. So they come out and install a new coil on the air handler. A month later the outside unit has problems as well but this unit was probably short cycled with the air handler upstairs . Every time this company comes to fix this unit something else goes wrong with the system they have a service contract with me and I'm very hesitant about them trying to keep this system online cause it always has problems and I paid a lot of money to get it installed. The system is either sized wrong , short cycling or both and damaging the product.Desired Settlement: I would like to be reimbursed for the money I paid so I can tear out this faulty work and have a company that knows what they are doing install a new system so I don't have to call them all the time and be without central air that I paid good money for. Also I'd like to remove the system because it is producing a lot of condensation if its rusting out the coil after four years. I'm afraid it will end up dumping water in the attic

Business

Response:

See Attachment

Review: Purchased a [redacted] Mini-Split system from United Air Temp in Summer 2010, and purchased the extended warranty program that included two (2) visits to clean and inspect for $49 per visit.

Multiple Problems with the Unit over time, some addressed, some not. Listed from the most critical to the least critical:

1. After a inspection / check in the first week of January, the unit stopped working. Not the usual tech doing the work. Called the company and the regular tech found broken fan blades in the unit. As of today - March 21, the unit still is not working. The list of "reasons" why are long, wrong part ordered, part on back order, crews not available, different part fails.

2. In the summer of 2011 the remote condensate pump started to make a vibration sound. The sound started as an insignificant hum growing worse over time, to the point where the sound interrupted conversations in the room. Made the first request for service late in the Summer 2011, when the service tech came for the 6 month inspection. The problem reappeared in Summer 2012 and went unresolved, as I asked the service tech to look at the problem when performing the inspection. In 2013 the sound grew much worse, to where it was not possible to hold phone conversations over the noise. In May 2013 I became more assertive with the company to resolve the issues. After a number of attempts to replace the pump, remount the pump, or isolate the pump, the loud sound continued. When the right pump finally appeared it did not resolve the problem. The tech, manager, and installation manager inspected the unit and decided that the unit needed to be reinstalled with an access panel. The company personnel did not schedule those repairs before the end of the cooling season. In fact, those repairs did not happen until March 2014.

It appears that the company is attempting to resolve the problem. The personnel apologize with each service failure. However, it also appears that the service team is incapable to resolve the problems without causing more problems. How much of the issue is a bad product (the [redacted] indoor unit) or the general skills and abilities of the personnel to fix the problem or order the correct parts is unknown. I do know that this issue created over 50 hours of lost time for me dealing with the issues, and additional costs for space heaters in my office this winter.

Contacting the company and scheduling service is frustrating. Manager do not return calls. Promised call backs do not happen. Scheduled repair dates get rescheduled because of parts not arriving or because the wrong part shipped from the manufacturer. Today I received a surprise, the Regional General Manager returned a call the same day I called, within 20 minutes, only to tell me that he would have to speak to one of the other managers who does not return calls. Perhaps there is hope. However, the company continued to prove that they cannot keep their commitments.Desired Settlement: I want a unit that cools and heats as quietly as it did in the first year of operation. The indoor unit has now been disassembled and reassembled enough to where it does not hang on the wall properly. I suspect the wall unit will not operate properly, so replacement is in order. The wall around the unit is damaged, so they should arrange the repair of the wall damage as a good faith effort to make up for the months of poor service. They should refund the last service changes ($49) where the tech damaged the unit.

Business

Response:

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 March 21, 2014. **. [redacted] is unhappy with the

performance of his heating unit and would like it replaced; he would also like

damage to his wall repaired and to be reimbursed for a recent service fee of

$49. I have researched the issue and would like to offer **. [redacted] my

apologies for his inconvenience, and to make this situation right for him.

**. [redacted] purchased a [redacted] heating unit

from United Air Temp; [redacted] is a well-known and reputable brand name. When

repairs became necessary for the unit, we discovered that [redacted] does not seem

to stock all replacement parts in the U.S.; it was a surprising and unfortunate

discovery, and we feel badly that a product we installed in a customer’s home

has required such a long and drawn-out repair.

The necessary (and correct) part has just

recently arrived, and we have already contacted **. [redacted] to schedule a

repair for one of the days he requested. As compensation for his inconvenience,

we would like to refund the $49 service fee that was most recently paid; we

would also like to offer **. [redacted] his next two maintenance checks at no

charge (valued at $49 each.) Additionally, our human resources department will

contact him to make arrangements to have the drywall damage repaired at no cost

to him.

**. [redacted] is a valued customer, and we

sincerely apologize for the inconvenience he has experienced. His complaint has

made us aware of the availability issues that currently exist with [redacted], and

we are in the process of improving this situation for the future. I have also

spoken to service manager [redacted] about the importance of returning phone

calls. **. [redacted] should continue to contact **. [redacted] to discuss any

scheduling issues; however, if he does not receive a timely response, he should

feel free to contact me directly at ###-###-####.

Sincerely,

Chief

Operating Officer

Consumer

Response:

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,

Review: United Air Temp came to my home on 18 May 2013 for a scheduled cleaning/maintenance checkup appointment. The service was peformed as usual but not by one of the regular technican(s) that have come to my home before. I said I've never seen you before. He said he was new. After he was finished with his work, he began telling me about the different things I should considered/need for my home. Such as an attic fan, a maintenace contract and a furance filter. Theirs was a reusable/washable air filter. As usual I sit with the tech while the service is being performed. He removed my furnace filter, explained about the washable one, looked in the filter slot, put mine back in. He never mentioned anything out of the ordinary I paid $69.00. A few days later. I had a company to come and do a whole house vent cleaning. When they got to my furance where the filter his. It was mentioned that I had mold spurs in the back where the filt goes. I said that can't be because I just had my furnace checked and cleanced by another company a few days earlier. He shined a flash light in the back of the furance and told me to look. He said do you see the black spots? I said yes he said that is mold. I had the company while they were there to do whatever they do too get rid of it. That cost me an additional $192.00. Ever since May, I have called United Air Temp asking about the refund which I was told I would receive and I haven't yet. Each time I was told I should be receiving it within 2 weeks. Called again after not getting it and was told again within 2 weeks. After leaving several messages, no return phone call from the manager which I've been told on several occassions is not available. I only wanted the money I paid them. Now I want them to pay me the money back I paid the other company. They are only interested in selling you something you don't think you need in order for them to make money. They are not concerned about tell a customers what they have noticed that could be a potential health risk.Desired Settlement: I would like the refund of $69 that United Air Temp said I would get within 2 weeks on several occassions don't have it yet and I would like it within a week once this investigation is completed. I would also like them to refund me $192.00 that I paid to the other company. I was not asking for this back. But since my calls went un-returned except the one from the manger that is no longer there which was back in May. This is for my time that I used on my job to make these calls Mon-Fri during early morning business so I can get a return call the same day but it didn't happen. I was the one that made all calls to them at least twice a week.

Business

Response:

United

Air Temp

P.O.

Box 6300

Springfield,

Virginia 22150

August

16, 2013

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]

Dear **. [redacted]:

This letter is in response to the complaint filed

by **. [redacted] on July 31, 2013. **. [redacted] is requesting that a refund

check that had been promised to her be provided; additionally she is asking to

be reimbursed for expenses paid to a duct cleaning contractor in the amount of

$192.00. While United Air Temp takes full responsibility for the mishandled

refund check, we do not feel that **. [redacted] is entitled to any reimbursement

for the services provided by the other contractor.

United Air Temp visited **. [redacted]’ home to

perform and “clean and check” service on her air conditioning unit, for which

the customer paid $69.95. Shortly after this service, **. [redacted] also had a duct

cleaning contractor visit her home—a service we do not provide—and was told

that there was mold in her ducts. The discovery of mold, which may well exist in

her home, is not an area covered by a “clean and check” service. HVAC and mold identification

and remediation are two entirely different areas of expertise, and our company

has never promoted itself as experts in identifying mold. We service the unit

itself and not the ducts. Even if our technician had identified mold in the

process, he would have only been able to recommend to the customer that she

have it checked further by an expert.

**. [redacted] spoke to service manager [redacted],

who explained to her that our technician did not see anything that he believed

to be mold or anything else suspicious; however, because the customer was

unhappy with the service we provided, he did offer to refund her the full

amount of $69.95 that she had paid to United Air Temp.

Unfortunately, **. [redacted] has since left our

company. In the wake of his departure, **. [redacted]’ refund request was misplaced

and she never received her refund. [redacted], the new service manager,

corrected this oversight and issued a check to **. [redacted] on August 5, 2013.

Hopefully, this check has been received by this time.

**. [redacted] is now additionally asking to be

reimbursed for the amount paid to the duct cleaning contractor. While we

understand the customer’s frustration with the delay in receiving her refund,

we do not feel that it is our responsibility to cover the expenses for any duct

cleaning or mold remediation services. These services have never been provided

by United Air Temp, and she or any other customer would need to purchase these services

from another contractor under any conditions. We feel the offer to reimburse

**. [redacted] for the “clean and check” service was generous and appropriate, but

also the limit of what she is entitled to.

United Air Temp sincerely apologizes to **. [redacted]

for the delay in issuing her the agreed-upon refund check and any inconvenience

she suffered as a result. We hope that she chooses to remain our customer, and

look forward to assisting her in the future.

Sincerely,

[redacted]

Chief Operating Officer

Consumer

Response:

[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.]

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,

Review: This complaint covers from time period 26 Aug when I initiated a warrantee repair request to again fix my only 3 ½ year old heat pump ahead of my upcoming wedding (my 1st scheduled for 31 Aug, with apx 12 guest arising on 28 Aug).

My complaint centers around an unreasonable amount of time to implement a repair. Unreasonable by Warrantee company comments (per discussions on 8/27 with [redacted] of [redacted], and also [redacted] from [redacted] Consumer affairs ).

United Air Temps Master technician arrived (slightly late , but not significantly) on 8/27 for their scheduled call to service my HP which they had been out no less than 6 previous time to work on within the last 45 days)

Service Manager David came later to assist with the diagnosis. I was with the technician when he opened up the system to inspect, and upon opening the lid, asked where did that big rock come from? He was also confused by this discovery as that rock looked to be at least 5 lbs and could only get there by taking the system apart. Anyway, this time the diagnosis was a faulty reversing valve and possibly a compressor. Note that this reversing valve is attached to the component that they had to do a weld repair on the month prior, and perhaps had something to do with why there was a rock directly underneath) I was told that the parts would take 7 to 10 (I think they said buis days, but not sure) days as they do not have the parts and that they would have to be ordered and shipped. With guest starting to arrive for my wedding over the next two days I asked what could be done to get the system running sooner. And David concluded that only a new system which they could do as early as the next day. HE said [redacted] systems have lots of problems and I would personally install them (note when they worked on my system a month prior the technician “Walter” was proud of their [redacted] line and said they always recommended them and installed many, however the master technician said they just dropped the [redacted] line do to new requirements [redacted] placed on its authorized sales installers (i.e. United Air Temps , UAT). But as we started talking cost exceeding the $7k - $8k range for the type of [redacted] system they now recommend, I quickly realized it was not affordable with my depleted financial position. I called my [redacted] rep, put them on speaker with David there and asked why these parts which specifically the valve are not stocked anywhere in the DC area, my rep quickly balked at that and said they most certainly are stocked locally, and said they should be able to get them and referenced some issues that the [redacted] organization was having with UAT and that there were continued meeting going on the work these out. She said she was going to escalate with AUT customer relations.

David stuck to his guns and emphasized he had both the part and a standby compressor on hand in case it was also needed.

When David the service manager left my house, the last thing he did was say that "we are doing absolutely everything in our power to get your system up and running as fast as possible" then he reached out and shook my hand.

I went to work and began researching portable AC units that could be rented and used temporarily to cool my house for my guests (wedding shower is also being held here). I called [redacted] for a status, and they said they received the summary and immediately approved the work request to replace parts, and that UAT was free to attain the parts and implement the repair. I contacted [redacted] (the AC manufacturer) I spoke to [redacted] from [redacted] Consumer affairs. ([redacted] She contacted their parts people and using the S/N that UAT provided, confirmed that there is a reversing valve P/N [redacted] and a compressor P/N [redacted] at the [redacted] Distribution Center right here in [redacted] on [redacted] MD [redacted]. So David's comments that they are doing everything in their power would seem in question as they still claim to be a certified [redacted] servicer and the parts are available to them just down the street from me.

Just another reason why UAT is on my do not use list. They are going to get the parts under warrantee and bill [redacted] the labor (and who's to say they did not create this issue in the first place?)

If they can sell me a 7-8k unit and install it the next day, they can pick up parts and install them the next day as well.Desired Settlement: I could no longer wait for them, The previous outage when the house was unoccupied lasted weeks . I went out and bought and installed 3 window units last night. They are leaking water all over the place, but the place was cool for the night, just waiting to see how they do for the day time. I am requesting UAT pay for these units (so far $340 plus labor to install). I want consideration on the repair they charged me for last time of $770 which obviously failed. I request that UAT stop ignoring calls from [redacted] regarding customers issues, which according to [redacted] happen more frequently then with other AC service providers. I wish to have a dialogue with either company president (Mr. Bob B[redacted]) which I have reached out to.

Business

Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

September 4, 2014

Revdex.com of Metro

Washington DC & Eastern Pennsylvania

Attn: [redacted]

Homeowner: [redacted]

Case #:[redacted]

To: Anita Horne

This letter is in response to the complaint filed

by [redacted] on 9/10/14. [redacted] is unhappy with the length of time

a repair required; he purchased several window air conditioning units on his

own and wishes to be reimbursed for them, along with the cost of an earlier

repair that he believes was unsuccessful.

United Air Temp does not feel [redacted] is entitled to any

reimbursement. He makes accusations that are unfounded and states purchasing

options as fact without understanding the legalities and polices of the industry.

He has made a huge effort to attack our company from several different angles

within days of his initial visit, and I suspect that he is attempting to gain

something he is not entitled to as compensation for his frustration. I hope my

clarifications below will help explain our position.

Earlier this year, a United Air Temp technician

visited [redacted]’s home to repair a reversing valve. This repair was

successful and there were no further issues. On Wednesday, August 27th,

a technician was contracted by [redacted]’s home warranty company, [redacted], to visit the home to repair a failed heat pump. The technician

determined that the unit would need a new compressor; this would be covered by

the warranty and the part would need to be ordered. When the new compressor was

to be installed it would require that the unit be completely opened up. As a

courtesy, the technician offered to replace the reversing valve that had been

repaired earlier at that same time. This replacement was not necessary; the

repaired part was functioning perfectly, but it was an ideal opportunity to

upgrade that part to a new one so as not to cause strain on the newly installed

compressor. This offer in no way suggests that the original repair was

faulty—it was an added courtesy we were trying to extend to the customer. The

damage to the compressor was more likely caused by the low levels of

refrigerant that existed at the time the reversing valve was repaired. Damage

is almost always created at these times due to the strain on the system.

Because the compressor was covered by [redacted]’s home and manufacture warranty, it needed to come directly from the

manufacturer rather than United Air Temp using a universal part to make the

repair. Our standard policy is to allow 7-10 business days for an ordered part

to arrive and be installed; however, we made every effort possible to expedite

the process for [redacted]. We were able to locate the part and make

arrangements for it to be delivered on the first business day after the Labor

Day weekend, on Tuesday, September 2nd—only three business days

after the visit.

[redacted] was unhappy with the time involved, as

he was hosting a wedding in his home over the holiday weekend. He contacted both

United Air Temp and [redacted] to complain and then researched the

availability of the part on his own, also contacting the manufacturer directly,

where he learned that the part was indeed present at their location in

[redacted] (we had in fact already ordered it). [redacted] took this to mean

that either United Air Temp or a customer should be able to visit the

manufacturer and purchase that part directly from them that day. This is simply

not the case, and it is unfair of [redacted] to refer to it as a viable option.

Neither a contractor nor a customer can buy directly from a manufacturer; only

a distributor can. The contractor purchases the part from the distributor. On

[redacted]’s behalf, we contacted the distributor’s owner personally to ask if

there was any way to further expedite the delivery, but were told it was not

possible—immediately after the holiday weekend was the best he could do for us.

It was on Thursday, August 28, while I was in the process of diligently trying

to accommodate [redacted]’s time frame that I received an email from him,

informing me that he planned to file a complaint with the Revdex.com and several other

parties. He included a copy of the complaint for me as proof. After receiving

this threat to tarnish our company’s name because the repair could not be made

before the weekend, I contacted [redacted] and requested that [redacted]’s repair be transferred to a different contractor.

A second contractor visited [redacted]’s home and

stated that the entire unit should be replaced. I do not agree with this

diagnosis and am unsure as to why [redacted] would approve such a

recommendation; a covered repair would be no cost to the warranty company, but

an entire replacement would be a large additional cost to them. I have to

wonder what [redacted] said to accomplish such a feat. United Air Temp did intentionally

leave the condensing fan wires (only) unattached at our last visit, and I

suspect that the customer used this action as ammunition to acquire an entirely

new unit. Regardless, the issue still could not be corrected before the holiday

weekend; both a repair and a replacement involve not only time to acquire the

necessary parts, but also at least a half-day’s time for a technician to be

available to make the repair. For either contractor, there was not enough time

to complete this before the holiday weekend.

It should also be noted that [redacted]’s home

has two air conditioning units, one for each floor. Only the upstairs unit was

not functioning; his downstairs unit, where I assume his event was held, was

not affected.

[redacted] now wants to be reimbursed for the

earlier repair of the reversing valve, along with the cost of the three air

conditioning units he purchased and installed on his own to make his home more comfortable

for the holiday weekend. I do not believe he is entitled to this reimbursement;

the repair to the reversing valve was professional and successful, and was not

responsible for the compressor failure found at the second visit. The reversing

valve was only brought up because we had a convenient opportunity to improve

upon the repair by installing a new part—completely unnecessary, but a courtesy

we tried to offer [redacted]. While we

appreciate the inconvenience [redacted] experienced when his unit failed only

days before the scheduled wedding, it does not entitle him to purchase

replacement units on his own and demand reimbursement for them. United Air Temp

went above and beyond what was required to try to assist [redacted]. His

expectations are unrealistic and unreasonable. If he wishes to continue

pursuing the request, he should contact his home warranty company instead of

the contractor.

Additionally, [redacted] also indicates that he

should be reimbursed for refrigerant that was added at the earlier visit. [redacted]’s home warranty pays for $10 for every pound of refrigerant purchased,

and the customer is responsible for the balance. [redacted] should know that no

matter what solution he pursues in the future, he will not need to pay for

refrigerant a second time within 90 days of the first purchase.

Lastly, [redacted] states in his complaint that

he finds it “interesting that they can sell me a $7-8,000 replacement unit and

install it the next day” but can’t acquire a part in the same time frame.

United Air Temp never quoted a price for a replacement unit to [redacted];

however, if the possibility of a replacement unit was discussed and it was

mentioned that one could be installed the next day, the explanation is simply

that these replacement units are stocked at our warehouse, and we would not

need to go through a distributor to acquire one. That was not the case for the

replacement part that would be covered under [redacted]’s Manufactures warranty.

[redacted] sent a second threatening email

recently; in it he states that the Revdex.com complaint “is just the tip of the

iceberg. It is my desire to have [redacted] drop you as a vendor….I also hope to have

[redacted] drop you as well.” He also mentions contacting [redacted] and

Maryland Attorney General’s Office. [redacted] seems to have a vendetta against

us because of the complications that arose before his wedding—complications

that were not caused by us and that we bent over backwards to try to help him

overcome. I find his actions unreasonable, offensive, and libelous. United Air

Temp did everything within our power to accommodate [redacted], and was

sensitive to the fact that his wedding was to be held that weekend. We do not

feel this complaint is accurate or deserved, and find it unfair that [redacted]

take his frustrations out on our company.

Sincerely,

Robert ** B[redacted]

Chief

Operating Officer

Review: I have been a United Air Temp customer for almost 20 years, but I until now I have not had to call on them for immediate repairs. I have discovered that their customer service is terrible. United Air Temp is not providing me with prompt plumbing and air conditioning repair services as required by contract. First, I called in a plumbing leak involving my master bathroom faucet over a month ago and I am still waiting for final repairs to be completed. The plumbers have visited my house 3 times and cancelled one appointment where I had taken a day off from work. The plumbers have been unable to obtain correct fitting parts to make final repairs on the faucet. I have to call the plumbers periodically to find out the status of the work because United Air Temp apparently does not keep customers up-to-date on their work.

Recently, I had a air conditioning technician visit my house for a routine maintenance check of my AC system, under contract, to make sure my system is ready for the summer. Today I tried to run the AC and I have no AC upstairs, using my dual thermostat control. I called United Air Temp to get 24-hour emergency service, as promised on their website, and when the on-call technician called me back he told me that I did not have an emergency and that they were too busy with other calls to come to my home! I am completely fed-up.Desired Settlement: I want them to honor their contract with me to provide prompt repair services.

Business

Response:

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

Review: Our home air conditioning unit stopped working. We contacted United Air Temp, signed a contract and paid for the installation of a new AC unit. On May 16th the technicians came and installed the new system. Before they left, I realized that an External Filter Box that I had purchased ($435) and that was on my contract had NOT been installed. I notified the Sales Manager who said he would contact the Installation Manager. I have not heard anything since.

I have called the company multiple times. I have talked to receptionists, emailed managers, left messages with installation managers, left my phone number multiple times, left multiple voice messages, and have NEVER received a phone call or e-mail back from anyone. This was a $435 part. It is now May 28th. I still have not been contacted by the company and have no appointment to get the part installed, no credit for the part, and no advocate working in my favor.Desired Settlement: We would like the company to contact us to schedule a time to complete the work that has been paid for.

Business

Response:

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]

Dear [redacted]:

This letter is in response to the complaint filed

by **. [redacted] on May 28, 2014. [redacted] is requesting that an external

filter rack that was purchased with her air conditioning system be installed as

originally agreed upon. United Air Temp accepts full responsibility for this

oversight, and has in fact already installed the filter rack.

The filter rack described above was to be

installed at the same time [redacted]’s new air conditioning system was

installed. I am not sure why this portion of the installation was not

completed; it could have been a missing part or some other problem, or it could

have simply been overlooked. This is not an excuse, but merely a possible

explanation. The filter rack did not affect the functioning of the system, but

I do realize that it is still an inconvenience to the customer to not have the

entire job completed. The service manager involved left for vacation at this

time, believing he had already made the arrangements to have the filter rack

installed in his absence. Unfortunately there was a fair amount of

miscommunication, and [redacted] did not receive the response she deserved. We

sincerely apologize for the inconvenience we have caused her; I am embarrassed

by the oversight, which was clearly our responsibility.

The filter rack was installed on June 4th;

therefore, I believe this case has been resolved. I would like to provide [redacted] with the specific name and number of our Operations Manager, in the

event that she has any issues in the future. Please call [redacted] at

###-###-####, ext. [redacted] is a valued customer, and we look forward

to continuing to do business with her.

Sincerely,

Chief

Operating Officer

Consumer

Response:

[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.]

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,

Review: There are items wrapped into one complaint as they all deal with the same issues1) Customer Service at ###-###-#### is terrible, the reps are rudeAfter asking for a supervisor or manager, the rep told me she was the supervisor so I asked for her supervisor or manager - and I waited on the line for minutes2) The day prior, I called approx2pm for serviceI have a warranty service agreement for which the advertisement is "hours" for serviceI realize not all may be fixed, but the initial assessment should be done within the advertised hoursThe ad actually talks about not being without heat or A/C until "next week" like other companies, that United Air Temp will be at your house within hoursProblem is - they schedule workers until midnight, at about 10pm they are dog tired (what a bad way to treat employees)3) Twice I have been called approx10pm, only to be told the tech isn't coming - after I waited hours and hours for themThe first occasion the tech showed up the next day - and ordered a part - that should have taken 3-days to arrive according to the tech and the manger at the office (whom I called about it)It took over weeks, and another couple days to schedule the fixNot remotely within the advertised hours for service - but also not within the promised deliver schedule by weeksThis last time I waited hours to be told tech wasn't coming - and now it is 11:am - and the manager said I would be a priority for this morning (the morning is almost over)This business deserves the C grade (or D possibly) as problems run rampant from very poor customer service to managers that are not helpful, to technicians that are not honest about what work can be accomplished - to overworking their technicians - and in the end - the customer with a warranty agreement does not get service within hoursOn a side note - this is the 3rd time this same problem has occurred, so perhaps we need to address quality of work performed as well.Desired Settlement: Fix the problems - start with the C Suite that allows them to promulgate year after yearGet Customer Service Reps that CARE about the customer and are not rudeHire enough technicians to handle the overwhelming amount of work this company has in this areaDon't be satisfied because your salary is good - remember the customer often GIVES UP SALARY WAITING FOR A TECHNICIANGet a better scheduling service - the right software can help a lotEither live up to your advertisement - or join all the other companies who make people wait until "next week" - we end up waiting anyway because your corporate structure isn't allowing you to live up to your advertisementIt's a great goal - if you keep your word, otherwise it is futileA project manager to manage an improvement project - CAPM person or Lean Six - anythingCurrently the business has a C Revdex.com rating - the C Suite needs to pay attentionAs an MBA (PM); the issues in this company are right in the textbooks for "what not to do", and that is sad indeed
Consumer
Response:
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Fri, Aug 8, at 7:PM
Subject: Resolved - You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]
To: "[email protected]" <[email protected]>
Hello,
The business contacted me and resolved the main issues; the technical manager came out himself to diagnose the problemHe located it and had a technician over to fix it the same afternoonWe can close or withdraw this complaint, the manager is also working on the other problems with customer service and technician availability
Thank you,

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.

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].

Review: United Air Temp was dispatched to our home by our home warranty company for an air conditioning repair; the technician came to our home, serviced the air conditioning system and left. After the technicians departure; I discovered the air conditioning was still not working properly, in fact the system began to make a loud annoying sound. United Air Temp made five service calls to my home; they said they serviced and repaired the air conditioning system, however the system still did not work properly.At one paint during this three week visitation from United Air Temp; one of the company managers made a visit to my home, his visit was an attempt to advise and sell me a new air conditioning system. This company told me many excuses why the repairs were not properly completed; but once I showed no interest in purchasing a new system from this company, the service only got worst. The manager hung up during a call my husband placed inquiring the service calls, this company conducts business very unprofessionally. To add insult to injury; the company sent billing statement to me containing falsified information I had another company come to my home and properly repair the air condition system; the system now functions properly.Desired Settlement: A written statement of apology

Business

Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

October 10, 2014

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]

Dear [redacted]:

This letter is in response to the complaint filed

by **. [redacted] on 8/28/14. **. [redacted] is demanding that a written

statement of apology by provided by United Air Temp for service issues she and

her husband are unhappy with. We do not

feel the [redacted] family is entitled to an apology of any kind. They were verbally

abusive to our technician and manager to the extent that we ultimately

requested to their home warranty company that they send a different contractor

to continue future work in their home. We will not accept such mistreatment of

our employees, even if it means forfeiting business.

On August 6, 2014, United Air Temp was contracted

by the [redacted]’s home warranty company, [redacted]), to visit

the home for a “no A/C” call. Our technician found nothing wrong on this visit.

Even if a problem does exist, this can happen if the issue is intermittent; it

is comparable to bringing one’s car in because it is making a suspicious noise

that the mechanic cannot duplicate during the service. The [redacted]’s home

warranty contract requires them to pay a one-time deductible and a service fee

for the visit; however, the [redacted]’s refused to pay because the issue had not

been resolved. I understand their frustration, but this is part of their agreement

with [redacted]. It should also be noted that the warranty offers built-in protection

for the customer; if the contractor returns to the home for the same issue (as

is often the case with intermittent problems), no additional service fees are

charged. These fees were eventually paid, but with resistance.

The next day on August 7th, we were

called to the home again. Our technician discovered that the fan motor had

stopped running due to a bad capacitor. He replaced the capacitor and the

system was running within specifications.

On August 13th, we returned to the

home again; this time the fan motor had died, due to the additional strain

placed on it earlier from the bad capacitor. The motor could not have been

replaced at the earlier visit, as the [redacted] warranty prohibits us from replacing

parts that have not failed. As the failure occurred later, we were only able to

address this repair now. We did not have the necessary replacement part in

stock, and it was ordered.

On August 19th, we returned to the

home to install the new motor. The technician had difficulty confirming the

repair, and called manager Brian J[redacted] to assist him. Mr. J[redacted] arrived that

evening and resolved the issue. While he was present, he suggested that he review

the entire system as a courtesy. He discovered that the system was low on

refrigerant. Because of the late hour, the customer agreed that he should

return another day to add the refrigerant.

On August 22nd, the technician

returned to the home to perform a leak test on the system to determine the

amount of refrigerant needed. When the [redacted]’s were informed that their

warranty only covered $10 of every pound of refrigerant needed and that they

would be responsible for the balance, **Mr. [redacted] became verbally abusive to

the technician and refused to pay for the refrigerant. He spoke to Mr. J[redacted] by

phone and was verbally abusive to him as well. Mr. J[redacted] explained that these

were the terms of the customer’s home warranty and that the issue should be

discussed directly with [redacted]. **. [redacted] and Mr. J[redacted] then began a three-way

conference call with a representative at [redacted], during which **. [redacted]

continued to be very verbally abusive. **. J[redacted] voiced that he was leaving the

call to allow the customer and [redacted] to discuss the specific terms of the warranty,

said goodbye, and hung up. **. [redacted] refers to this action in her complaint

as United Air Temp “hanging up” on her husband; this was not the case. Mr.

J[redacted]’s appropriately exited the conference call when his presence was no

longer needed. It is [redacted] policy to record all phone calls, and the call can be

reviewed if necessary.

Although our technician completed the actual

repair, he ended up leaving the home without adding the refrigerant. This

violates our policy but was unavoidable, due to the customer’s refusal to pay

and the verbal abuse that the technician was subjected to by the [redacted]’s and

their son. The invoice for this visit includes this information. Mr. J[redacted]

later contacted [redacted] and requested that another contractor be sent to continue any

work with the [redacted] family, including the addition of the refrigerant.

**. [redacted] is offended by the comments included

on the statement and demand that they be removed; she indicated to Mr. J[redacted]

that not changing the invoice would hurt her husband at work. We will not make

any changes to the invoice; the comments are included for our protection to

document the chain of events as they occurred. I do not believe the [redacted]

family is entitled to an apology from our company and will not be offering one.

All three members were rude and verbally abusive to both our technician and our

manager during home visits and phone conversations to the extent that we had to

formally notify [redacted] that our company would no longer accept the [redacted]’s as

customers. If the [redacted]’s disagree, I would be more than happy to request

that [redacted] pull the recorded conference call and make it a part of the public

record as well.

Sincerely,

Robert *. B[redacted]

Chief

Operating Officer

Review: This company has been trying since April 4 to fix our air conditioning. It is now June 5--almost two months later and the problem still hasn't been detected or fixed. United is the designated hvac contractor in our area for [redacted] home warranty company, which has a warranty on our home. Most of United's work is for [redacted]. If our job is any indication, [redacted] should find another contractor. It has now been a week since the last attempt at repair failed. United still doesn't know why the air conditioner isn't working, and United's only proposed solution is to come out tomorrow and install a part that United has already replaced twice without fixing the problem. Unfortunately because of the [redacted] warranty, we are stuck with United and can't hire someone else to fix the problem.Desired Settlement: Since the air conditioning system still hasn't been fixed after repeated efforts to fix it over a two month period of Florida heat, just replace the system instead of trying to fix it.

Business

Response:

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,

Chief

Operating Officer

Consumer

Response:

[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] Review: [redacted]I am rejecting this response because:

It should not take a competent air conditioning contractor two months to diagnose a problem and complete a repair.Regards,[redacted]

Business

Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

July 11, 2014

Revdex.com of Northeast Florida

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]

Dear **. [redacted]:

This letter is in response to the rejection filed

by **. [redacted]. **. [redacted]’s rejection simply states that “it should not take

a competent air conditioning contractor two months to diagnose a problem and

complete a repair.” I agree—it should

not, and this was not the case in this situation. I would like to remind **.

[redacted] that his air conditioning unit suffered multiple failures, all resulting

from damage that was caused by the initial problem—which was diagnosed

immediately during the first visit.

In my original response, I painstakingly outlined

the sequence of failures involved, describing when and why each occurred. I

explained that **. [redacted]’s home warranty company requires United Air Temp to

repair rather than replace whenever it is reasonable, and that this sometimes

takes more time because additional problems are uncovered as each repair is made.

It is unavoidable and understandably inconvenient and frustrating. United Air

Temp was diligent in pursuing this repair until all affected parts had been

identified and addressed. The work that was performed was competent and

professional, and I can only assume that **. [redacted]’s suggestion that it was not

is merely a product of the frustration he experienced during this process.

United Air Temp is proud of the work we did, and

we stand by our original response. While we sympathize with **. [redacted] for the

inconvenience he experienced, I must state again that because of the

pre-existing damage, the time-consuming manner in which the entire system was

repaired was unavoidable. As I described in my first response, eventually all

of the effected parts were identified and either repaired or replaced, bringing

them all up to the same level of functionality. My understanding is that there

have been no further issues since the final repair was completed on June 6th,

and I am unsure as to why **. [redacted] feels a rejection is appropriate.

Sincerely,

Chief

Operating Officer

Consumer

Response:

[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] Review: [redacted]I am rejecting this response because:

United's work was neither professional nor competent. The reason that the process dragged on for two months was caused solely by United's lack of diligence and professionalism. For example, United's technicians almost never showed up when they said that they would. Appointments were made for early morning and the technician wouldn't show up until 5:00 p.m. On at least two occasions, the technician who showed up at 5:00 p.m. said that he couldn't work on the system because it was raining. DUH!!! It rains in Florida just about every afternoon in the summer after 3:00 p.m. That's one reason why we set up early morning appointments with United!!!

When one of United's many failed repair attempts occurred, United did not come right back out the following day but, rather, scheduled us for the "next available appointment" which often was several days or a week later. Likewise, whenever United needed to order a part, it was never there the following day but often took as long as a week to arrive. On one occasion United ordered a compressor which took a week to come in. United neglected to open the box to check it, and discovered that it was broken when United came out to install it. The result--another week's delay!

No plumber would ever take two months to restore water service to a home and no electrician would take two months to restore electric service to a home. You would not see any plumber or electrician blame a two month delay on "multiple system failures". A two month delay is simply unacceptable for any essential service, and air conditioning in Florida during the summer is an essential service. It is easy to sit back in your office in Virginia and write glib responses to complaints from frustrated customers (of which United has many), but United's representative was not here to listen to the broken promises, lame excuses, and utter confusion at what was causing our problem. I respectfully disagree with United's explanation and response. United's services were neither "competent" nor "professional", and United did not correctly diagnose the problem on the first visit or any subsequent visit.Regards,[redacted]

Review: Two weeks ago United Air Temp called to say that it was time for my Heating unit service which I new was bull because I nothing said I have too. But I thought it was a good idea. Any way on Monday the 28th the came out to do the service. The charge was $69.00 for the service. This was in the morning. Now prior to all this the heating unit had been working fine. It has been running without issue since the 2nd week of Oct. with no issues whats so ever. Latter that evening when the temp fell the unit would not start, . there was no display on the thermostat and the unit was just day. I called them, they sent out the same guy and now he said that something needed to be replace. I had to call my warranty company and I now had to pay another service fee, this time $75.00. There was nothing wrong with my unit before they came. I believe this was a set up so they could get paid more money!The way I see it it is either a dishonest employee or a dishonest company. I called the company and besides the receptionist I only get management voice mails and they do not return my calls, so that speaks for itself.Desired Settlement: I want my $75.00 back which I consider stolen.

Business

Response:

I

will refund him the money. I don't think that ** did anything wrong. I spoke with the customer and he also admits that he doesn't think that we did it on

purpose. The system was running when the technician left but latter in the

evening it wasn't. The transformer was burnt. He replaced the transformer and

the system is operational.the customer is OK with refunding of the service fee.

I told him that I don't refund him the money because I think that the

technician did anything wrong to his system but because is is a awkward

coincidence that the system broke down in the same day.

Review: Purchase a furnace on 2/7/2013 and the vendor installed it in our home on 2/8/2013. Remitted a down payment of $1522.00 via [redacted] debit card. Noticed a gas leak on 2/10/2013. Called the local gas company ([redacted]) the same day and they confirmed a leak at the furnace. Gas was shut-off into the home. Vendor repaired leak on 2/11/2013. We requested (in writing) that the vendor remove the furnace and refund our deposit. Vendor refused. On 2/22/2013 the vendor illegally processed a transaction on the same [redacted] debit card for $3,046.00.Desired Settlement: Removal of furnace, refund of $4,568.00, and cancellation of contract.

Business

Response:

United Air Temp

Review: Do not respond to several call regarding srvice issues performed by them. Did not fix the air condioner . Several problems. Would like to send a copy of the letter prepared. Please provide email or fax so that I can do so. I have asked another air conditioner companhy to come and complete the job. They are an unprofessional company and have ripped me off. Very dissatisfied with them

Business

Response:

08/02/2013

Per United Air Temp’s investigation and documentation, see

events below, there are no bases for a refund for services rendered and

performed on the upstairs unit. UAT

was sent by [redacted] to a no A/C on the upstairs unit only; we charged a service fee

and for the refrigerant amount not covered by [redacted]. We did return to replace a blown

capacitor, surely damaged by stress of system running without coolant, this is inconvenient

but not uncommon for other parts to fail after an initial repair.

As far as the down stairs unit, we were not authorized by

[redacted] until 7/30/13, and only look at the system per customers request while at

the home for the upstairs unit. We were not paid by the customer or [redacted] for

this curtsey, just unduly attacked by the customer for bad service. **.[redacted]

was in the field on the day he was accused of not calling back, 7/29/13, he was

unable to call the customer until the next day as explained by our office, and

regardless [redacted] had not authorized anything yet.

We have coped’s documentation on this situation including:

[redacted] requiring customer to call in for a dispatch on the downstairs unit, video

of the leak, and invoice for all repairs.

United Air Temp was trying to resolve the customers issues,

but are limited to the procedures of there warranties company [redacted], not to

say [redacted] was at fault in any way, just

all procedures for coverage must be

followed like in any insurance claim.

C.O.O.

Response to **. [redacted]

Revdex.com letter #[redacted]

The sequence of events

-7/12/13 invoice states system was iced up, disconnected

power from unit, and return call submitted for leak test once system has thawed

(this is for the upstairs system) customer paid 75.00 service fee

-7/16/13 invoice states leak test preformed, leak found at

king valve and repaired, blower was pulled and cleaned, evap coil was acid

cleaned. System was charged 6lbs of r-22 refrigerant customer paid 240.00 for

the refrigerant not covered by [redacted]) (this was for the

upstairs system) Customer reported downstairs system not cooling tech inspected

unit and found it operational at that time but it was working under a high heat

load due to the other system being non ops for the previous time.

-7/25/13 invoice states capacitor was blown on upstairs

system, replaced capacitor and system was operational. Customer again reported

lower system was not working (we do not look at systems if they are working in

the middle of a heat wave unless there is a request from the customer) as

indicated on the invoice there was a request from the customer with permission

to perform a leak test and a video was taken to document the leak test and

findings.

-7/26/13 [redacted] went to the house verified the equipment

that needed to be replaced and any code or compatibility issues (seer, sizing)

that would need to be addressed. Told customer I would call [redacted] with the

findings and proceed once the repair was authorized and payment was received if

any portion was not covered by [redacted].

-7/29/13 Called [redacted] and was informed there was not a work

order for the second ac in the system for this customer. I was not allowed to

request a work order only the customer could do so. (This was documented with

[redacted] and our [redacted] rep via email correspondence attached) Customer was left

a message via voicemail that this was the current status.

7/30/13 [redacted] sent new dispatch number

7/31/13 Called [redacted] with diagnosis and was authorized to

replace the unit, 1226.00 was not covered by [redacted] called and left

message with customer.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

If you look at their 71 complaints against them, you will see the same pattern of denying everthing. I had another a/c cpmpany come and look into the matter. They found very disturbing evidence. The damage done was outside in and rectangular like they used a flat blade screwe driver. They also cannot explain the damage but determied it was sabotage. The few box was yanked from the wall. The cover was laying on the floor. the fuses were missing from it and in place were copper tubes. My house could have caught on fire. Mind you, this was a working unit when they came the first time. Even their own person stated that both units were working fine and if we felt it was not cool enough, then they would send somebody to do a leak test. Yet, two days later this damage. This damage could not have been there and the unit colling as they stated as the hole will not hold the freon for even two minutes.

I did some looking into and found another family in my temple who used UAT and the script was experienced by them. I am in process of getting an attorney and taking them to court. I have taken pictures of all the evidence. I can share them with you if you would like. I can bet that if you would to talk to some of their previous customers where they are quick to replace units that you would find a pattern. I have a damage to my unit over $2k on a working unit before they damaged it. I cannot accept this. They have to be stopped. You have to stopp them ripping customers and using your seal.

Regards,

Business

Response:

United

Air Temp

P.O.

Box 6300

Springfield,

Virginia 22150

August

16, 2013

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]

Dear **. [redacted]:

This letter is a second response to the complaint

filed by [redacted]. **. [redacted] has rejected our initial response and is continuing

to accuse United Air Temp of intentional

sabotage to his air conditioning unit. Our company steadfastly denies these

ludicrous accusations, and stands by its original response. We will not perpetuate

this complaint by responding additionally to the fabricated and unfounded

statements made by **. [redacted].

There are two points I do wish to comment on: one

is in regard to **. [redacted]’s statement that there are 71 complaints against

United Air Temp. The reality is that we have had 23 complaints lodged against

our company this year, including his. For a company that has serviced over

50,000 customers so far this year, this is equal to only .0046% complaints. In fact, over 500 complaints would need to

be registered to even equal a full 1%. This ratio should put into proper

perspective the minute number of our customers who are dissatisfied, and

demonstrate United Air Temp’s commitment to customer service and integrity.

Every complaint is addressed personally and is of the highest importance to our

company. While 1% may be an acceptable complaint ratio to other businesses, it

is not to us, and we work very hard to keep our customers happy.

I would also like to point out that we view **.

[redacted]’s accusations as libelous, and are therefore placing him on our “do not

call” customer list.

Sincerely,

[redacted]

Chief Operating Officer

Review: In October of 2012, [redacted] contacted United Air Temp to repair an air conditioning unit at a rental property that we manage in [redacted], Florida. United Air Temp recommended that the unit be replaced. Although we had a home warranty through [redacted], the owner had to pay $1937.00 out of pocket before the work could begin. The A/C unit was replaced. After the unit was replaced, we inquired with United Air Temp about the permit . We called the 1-800 number on the invoice and got the main office in Virginia. We were told the permit would be coming from corporate within about 3 weeks. It took several more weeks and phone calls to corporate to get the permit to us which was finally issued on March 11, 2013. I met with the inspector at the property on April 4, 2013. The inspector failed the inspection. I called United Air Temp on several occasions to get this taken care of. Additionally, the tenant states that the air flow in the master bedroom is very low and it is hot in that room. United Air Temp charged $395 for Plenum or Duct Work Modification, and $200 for Duct Work Certification. A technician went to the property on 6/25/13 to look at the issues and reported back that the inspector was wrong, and that nothing needed to be done and left. I have since called United Air Temp to resolve this issue. When I call [redacted] (the [redacted] manager), in [redacted], he does not answer and does not call back. When I call the corporate office, I get shuffled back to [redacted] and nothing gets done. To date, the permit remains open with a $37.00 balance owed to the county, and the issues have not been corrected.Desired Settlement: I want the job finished with all issues resolved, according to building code, all warranty data, and a final inspection that passes.

Business

Response:

[redacted], the service

manager has spoken to the customer on numerous occasions. We installed the unit through [redacted], the permit

was pulled. The inspection failed

according to the inspector due to breaker sizes and ductwork certification

sheet. He went back to the property to

check it out. The breaker sizes were

correct. The air handler had a 60 amp

breaker. It has a 10 kW heater and

6/2 wire. The outdoor unit is rated at 25 amps and is

on a 20 amp breaker.

The ductwork certification

sheet is attached to the air handler. UAT

have a protest in to the head of *Orange*County and he is waiting

on his decision. The ductwork

certification is to ensure there is no leakage in any accessible ductwork. [redacted]

went out there and there is no leakage in any duct, which he told **.

[redacted]. Duct modification

has nothing to do with supply runs.

We are working getting everything

re inspected and showing everything is to code.

Sorry for any inconvenience

this is causing you, but the county is incorrect on this matter

Please feel free to call

[redacted] any time at [redacted]

Thank you

C.O.O.