United Air Temp Air Conditioning & Heating, Inc

*** ** *** ***
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*** *** *** ** *** *** *** wished to provide his own R-refrigerant for one of our technicians to install in
his unitI’m afraid the customer was given misinformation by our company; this is against our policy, as we cannot positively confirm that any refrigerant provided by a customer is both safe to use or even the correct product, which could then cause further damage to a system or injury to a customer or technicianOur *** *** *** *** *** contacted *** *** by phone to discuss that thisHe followed up with an email apologizing for the confusion, and because the customer had been inconvenienced and purchased a service contract based on the misinformation provided to him, we agreed to make an exception and install his refrigerant this time onlyA technician is scheduled to complete the installation today. We have always had a positive working relationship with *** ***, and he has spoken well of us in the past; I believe he is satisfied with the agreement he and *** *** reached, and I hope he can forgive this error on our part*** *** is a valuable customer, and we hope to continue doing business together in the future Sincerely, Robert RB***
*** *** ***

Paul E*** our manager had talked to the customer the day before we received the complaintHe had agreed with the customer to credit him the service feeThe day we received the complaint 3/23/MrE*** call the customer back and was informed that issue had been resolved to the customer’s
satisfaction and the customer would retract the complaint.Bob B***C.O.O

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Your technician failed to do proper repairsUnit was damaged and the company wanted to rip me off with *** when it would leak out within a few days The new contractor proved the technician missed major components therefore not doing his job In addition claimed my warrant would not cover replacmeent I now have a new system for the cost of what United wanted to rip me off for putting ***. They did misrepresent and try to double dip with warranty and have me pay full price for a new system
Regards,
*** *** ***

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

I apologize for the confusion; our system had not yet been updated and it appeared as if you had requested a refundWe have corrected this and your contracts are intactThe heat pump contract expires on December 2, 2017; the furnace and A/C contract expires on March 21, We will honor the agreement reached between you and *** *** to continue installing customer-provided R-refrigerant for the duration of these contractsThank you for your patience while we resolve this matter; we do appreciate your business and look forward to working with you in the future

From: *** *** Date: Mon, Dec 28, at 11:AMSubject: complaint #*** resolvedTo: "[email protected]" Hello,United Air Temp has refunded me the requested amount and the branch manager called to apologize for the hasslePlease confirm
if you receive this message and consider this complaint closedThank you very much for your assistance with this.Kind regards,***

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

United Air Temp
align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
February 23,
Revdex.com
Attn: *** ***
*
Homeowner: *** *** c/o *** ***
Case #: ***
Dear *** ***:
This letter is in response to the complaint filed
by *** *** on behalf of *** ***; he is requesting a refund for
several expenses that were incurred when the main fuse in his home was
accidentally blown during a service callWhile United Air Temp has already
been in contact with *** *** and has agreed to reimburse certain
expenses, there are others that we do not feel we are responsible for, or that
another provider is responsible for providing reimbursementA United Air Temp technician visited *** ***’s home to perform preventative maintenance on the home’s heat pump
During the visit, the technician inadvertently blew the main fuse and was
unable to replace the fuse that eveningService Manager David M*** determined that what caused the fuse to be blown was likely related to a faulty
breaker in the electrical panel, but since the damage occurred during our
technician’s visit he agreed to reimburse *** *** for the service call
and put his family up in a hotel for the eveningWhen we were having difficulty locating the
correct fuse for *** ***’s older fuse box (it did not utilize individual
breakers but rather a “buss fuse” that is not readily available anymore), Mr
Davenport found and purchased it on his own at a cost of $His home warranty
company, American Home Shield, installed the fuses for him
While we have already agreed to reimburse *** *** for the electrician(from ***) service call ($75) and the cost of a
hotel for one night ($102.35), he is additionally asking us to reimburse him
for the cost of a meal for his family (approximately $51) and the cost of the
fuses ($85.) We do not feel *** *** is entitled to reimbursement for a
meal, as this was not agreed uponThe reimbursement for the service call and
the hotel stay comes to a total of $177.35; this refund is already being
processedWhile we agree that *** *** should also be reimbursed for the
cost of the fuses, these are covered by his home warranty; he should submit an
invoice to them for reimbursementIt should also be noted that even though the
C&C had been performed by UAT we did not charge for that service either
We sincerely apologize for the inconvenience the
*** family experienced; they are valued customers and we truly appreciate
their business
Sincerely,
Robert *B***
Chief Operating
Officer

United Air Temp P.OBox Springfield, Virginia September 19, Revdex.com Attn: *** *** Homeowner: *** *** Case #:*** Dear *** ***: This letter is in response to the complaint filed *** *** *** is requesting that United Air Temp
refund him for parts that he feels should be covered under his contract with United Air TempHe is absolutely correct and I have told the service manager to not only call you and apologize for the technician’s mistake, but to process your refund of $We appreciate your business and apologize for any inconvenience you may have incurredIn the future please reach out to your service manager Ken E*** for faster resolution then going through the Revdex.comMrE*** has left you a message to talk to you personally about the mistake in billingSincerely, Robert *B*** Chief Operating Officer

United Air Temp P.OBox Springfield, Virginia February 1, Revdex.com Attn: *** *** Homeowner: Cathryn Kite Case #: *** While some of the delays that *** *** describes were beyond our control, I must admit that some were not; I offer my
sincerest apologies for the inconvenience she has suffered because of our actionsWhen a system is not functioning properly, we cannot fully assess matters until the repair is madeOften with older systems, such as *** ***’s, multiple failures are common, and the repair of one issue triggers the discovery of anotherThe time these discoveries and repairs span is frustrating to both the technician and the customerWith *** ***’s system, we had the additional complication of an incorrect part being sent to us from the manufacturerThis is beyond our control and impossible to determine until installation is attemptedHowever, after reviewing our records, I do see that our technician missed certain conditions that should have been noted at the time; these oversights delayed the repairs and caused great inconvenience to the customerI have also spoken to the manager in *** ***’s area about the communication issues; unreturned calls are unacceptable, and we will do our best to improve this issueA portion of the Refrigerant is a non-covered item with *** *** ***, the customer’s home warranty company, and they refused to pay for itOur agreement with *** is that any non-covered costs must be paid for before work is doneThe customer’s refusal to pay for the refrigerant forced our manager to have the technician leave the homeI agree that *** *** has been significantly inconvenienced, due to both the age-related multiple failures of the system as well as our performance, and I am truly sorryAs compensation I would like to offer her a one-year Full Service Agreement, valued at $This agreement includes two preventative cleanings, absorbs all *** service fees, and provides priority service from our companyWe would be happy to return to her home to complete the repair if *** has not yet provided a second contractor to do soI cannot waive the cost of the refrigerant, but the remainder of the work is covered by her warrantyIf she is interested in pursuing this offer, I ask that she contact me directly at ***@unitedairtemp.com to make arrangementsSincerely, Robert *B*** Chief Operating Officer

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

I have reviewed the response made by the business in reference to complaint ID ***In order for this resolution to be satisfactory to me, I request that all duct work be completed to its original state before they installed the *** *** systemFor example, I do not want to see patches of aluminum over a hole and duct tape/screws placed over the hole(s) as a remedy for a quick resolution. I am requesting that my equipment to look as if a hole was never cut thereRequest response from vendor acknowledging that this condition can be metI do not think that I should have to suffer or endure visual impact from a system that should never have been installed
Regards, *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The statement that a Branch Manager must review the diagnosis is not true, or this is the first I am hearing this You did not call me and leave me a message, as stated, or I certainly would have returned your call In fact I called you on 6/29/at 8:AM and 11:AM to discuss this and left messages for the manager (Craig) My call was not returned Your R41a prices are not within the norm I called other local service companies and received prices of $30-$per pound, not even close to the $per pound you quoted In fact the American Home Shield person I talked to, agreed that $was quite high.Calling this a scam may have been harsh, however you are using the ability to charge for refrigerant as a way to make this repair worth your while but squeezing money from the customer, beyond that which AHS would have paid you and you are reasonably entitled to.You have not acted in good faith and caused me to hire another contractor due to your business practices I therefore reaffirm my desire to recover the $service fee paid to you
Regards,
*** ***

Tell us why here. United Air Temp*** *** *** *** ***December 20, 2017 Revdex.comAttn: *** *** Homeowner: *** *** ***Case #: *** United Air Temp first visited the Ms***’s home on December 8, Our technician
replaced bad fuses in the outside disconnect and the unit became operational so he did not check the pressure at that time, which admittedly should have been doneHowever, we want to assure the customer that this was an oversight due to inexperience, not intentional misrepresentation, as she is suggestingThe technician did suggest that Ms*** consider a new system due to the age and unreliability of her current system; we feel this was an appropriate suggestion given the circumstancesUntil a manager visited the customer to speak with her about her options, cost information and warranty coverage could not be provided at this visit; again, there was no intentional misrepresentationThe technician was simply not able to provide this information. The customer contacted us again and stated that the heat pump was running continuously; when the technician returned he determined that the refrigerant levels were very low due to a leak in the evaporator coilWe do understand that the cost of the increasingly scarce *** refrigerant is painfully high, but the limited warranty coverage for this expense is beyond our control*** *** *** only covers $per pound of refrigerantThe fact that this unit uses a refrigerant being phased out by the government is one of the reasons a new unit was recommended The customer always has the right and option to request a second opinion from ***, and Ms*** opted to do this rather than move forward with any repairsWhile we do apologize for the inconvenience the customer experienced, we want to stress that there was no intentional misrepresentation or attempt to take advantage of the customerWe will continue to develop opportunities to increase knowledge and training among all of our technicians, and appreciate the feedback provided here Sincerely, Robert *Bhief Operating Officer

4/12/*** ***, *** *** is looking for a refund from United Air Temp, when in fact he should be requesting it from his home warrantee company***, his home warrantee company has told us to have him call customer service, they are the one that charged him for the disputed $not us (United Air Temp) UAT sent an email to *** 3/23/17, telling them not to bill the customer and adjust our payables (do not pay us the service fee), but apparently *** *** had prepaid for the service and needs to resolve this with ***. Thanks Bob B*** C.O.OUnited Air Temp

I am still trying to talk to customer about their concernsI have left my cell phone numberi will call again today. Bob Bhief Operating Officer

Called *** to apologize and to insure that we will
not send her to collectionsShe is happy now and just wanted us to know what
happened and what she went through.
Hector
L***
Branch
Manager
United
Air TempIf you have any other concerns please reach out to Hector any time,Thank you for your business.Bob Bhief Operating Officer

United Air Temp P.OBox Springfield, Virginia September 19, 2016 Revdex.com Attn: *** *** Homeowner: *** *** Case #:*** Dear *** ***: This letter is in response to the complaint filed *** *** *** is requesting that United Air
Temp refund her for the service fee and half or the cost she paid another company for refrigerant (R22) to finish the repair to her systemShe is claiming that we somehow are at fault for the loss of refrigerant, this is not the caseWe replaced the failed 1/hp motor, and checked the pressure and it was 50/witch indicates it is low on R22, a leakWe recommended a leak test and the customer declinedAt this point the customer had a 2ed company come outThe second company found the leak in the evaporator coil which led to the replacement of the coil and the cost of refrigerantWe are confident that we would have come to the same conclusion that is why we recommend the leak testWe absolutely did not let any refrigerant out of leave the caps of but the caps do not hold the refrigerant in valves doThe service manager Hector L*** has called and talked to the customer about this and reviewed the other company’s invoiceHe has agreed to refund the service fee of $even though we did compete the service call and she did not have to pay the send company a service feeIf the 2ed company had thought we had done something they would have reported it to her home warrantee company (***), and we would have had to go back out, or *** would get involved, none of this occurredWe are sorry that your system need to have a costly repair, but this had nothing to do with our servicingSincerely, Robert ** B*** Chief Operating Officer

United Air Temp
align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
August 27,
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by [redacted]; she is requesting a refund of $12,for the cost of a
boiler system installed eight years ago because of repairs that have been
necessary during that timeHowever her husband [redacted], who we have had
frequent communication with, is merely requesting that we simply complete the
current work being done, which has spanned several weeksWhile the original
unit technically should be repaired per the customer's warranty rather than
replaced, we recognized that the necessary repair would be difficult and
time-consuming, and had already offered to replace the unit with an entirely
new system at no cost to the customersThe replacement was completed on August
26thI do not feel that [redacted] is entitled to the refund she is
requesting, although other more appropriate forms of compensation were offeredThe installation of the new boiler system did
take longer than expected, and United Air Temp apologizes for the inconvenience
[redacted] and [redacted] experiencedPart of the explanation for this is because
it fell during our busiest time of year when we are focused on repairing air
conditioning unitsThe customers were left without hot water for about four
days—which we apologize for but was also unavoidable—but there has been no
inconvenience related to weather, as the boiler system is for heating purposes
rather than coolingService manager Ken E[redacted] installed a temporary tank
to correct the lack of hot waterAs compensation for their inconvenience, Mr
E[redacted] also offered to extend the warranty on their system for an additional
two years, but they declinedI understand the frustration that [redacted] and [redacted] have felt during this process; however, I must point out that they
received a brand new boiler system at no cost when their home warranty dictates
that it should have only been repaired—a process that would have taken even
longer than the current situationAdditionally, while there was admittedly the
inconvenience of temporarily not having hot water, the temperature of the home
itself was not impacted, as the replacement was done during the summer rather
than winter seasonI would be happy to once again offer the
additional two-year extension to their system's warranty; it currently has two
years remaining and this would bring it to fourIf that is still not of
interest, I would also like to offer the option of the cash equivalent of this
extension, $500.00, as compensation for their inconvenienceIf they would like
to accept either of these offers, I would ask that they email me directly and I
will process the requestWe apologize for the inconvenience you did experience
but hope that you are happy with the new boiler system that was provided as a
solutionSincerely,
Robert ** B[redacted]
Chief Operating
Officer

There is nothing more we can add to the many responses we have already sent.The customer needs to contact their Home Warranty company for further assistance.Bob B[redacted]United Air TempC.O.O.