United Air Temp Air Conditioning & Heating, Inc

United Air Temp
align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
July 24,
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by [redacted] on July 8, [redacted] states that United Air Temp left his
air conditioning unit in inoperable condition and he wants it restored to its
previous working conditionThe unit was inoperable because it was disconnected
while a part was being ordered; however, [redacted] has since had a friend restore
the unit to its previous condition, and he and our company have communicated
with one another and cleared the air
A technician from United Air Temp was contracted
by [redacted]'s home warranty company, [redacted], to visit his home
about a problem with his air conditioning unitThe technician found that a
service valve was leaking and needed to be replaced; the part was ordered and
the technician demonstrated to [redacted] that he was disconnecting the system so
that the unit would not suffer any further damage before the repair was made
The pressures in the system at that time indicated that the system was at least
two pounds low on refrigerant, likely caused by the faulty service valve, and
[redacted] was informed of this as well
After the technician left, [redacted] found the unit
not working and called [redacted] to have our company revisit his
homeIt appears there was a misunderstanding about the unit being
disconnected, causing [redacted] to believe we had simply left the unit inoperable
When [redacted] contacted us, we explained that the unit had intentionally been
disconnected, the part was already on order, and there was no need to return to
the home yetThe visit was canceled, or recalledIt seems there was further
miscommunication when [redacted] communicated this recall to [redacted] states that during the initial visit, he
was also told that the system would now require pounds of refrigerant; I
suspect that the confusion here stems from the possibility that the technician
voiced that it is occasionally necessary to replace all of the refrigerant during
a repair if it becomes contaminatedIf this was the case, it was not meant as
a firm requirement—it was simply the technician voicing possible outcomesThe
amount of refrigerant necessary would not be able to be determined until the
technician returned to the home to replace the valve
Service manager Daniel C[redacted] tried to reach [redacted] several times using two different phone numbers, but was unsuccessfulHe did
ultimately reach [redacted] via email, apologized for the confusion in
communication, and learned that the friend had restored the system to its
original stateHe wished [redacted] well, thanked him for responding, and offered
information should the repair become necessary in the futureI believe the order
for the part was canceled, and [redacted]'s unit has been restored to its previous
condition
Sincerely,
Robert ** B[redacted]
Chief Operating
Officer

United Air Temp
align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
June 8,
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by **[redacted] on May 26, [redacted] is unhappy with the length of time
required for a repair to the air conditioning unit of her tenant, and believes
that because she has a warranty with her home warranty company she should
receive priority treatment from United Air TempThe repair in question was
completed not only within the stated time frame that [redacted] was informed of,
but early—and during the hottest May the region has experienced in yearsIf
she had allowed the agreed upon amount of time to pass, there would have been
no need for a complaint
[redacted] has a warranty with [redacted]
([redacted]), her home warranty companyThis warranty entitles her to a prompt
initial visit from the contractor [redacted] sends to her home, which in this case was
United Air TempWe visited the tenant's home on May 19, and determined
that the unit's compressor had suffered a catastrophic failure and a
replacement part would need to be orderedThis was called in to both [redacted] and
the property manager for approvalOn Friday, May 22, the non covered costs
were paid and the paperwork was processed, allowing the part to be ordered[redacted] was informed—both verbally and in print on her invoice—that compressor
failures require 7-business days to complete the repair once the part is
orderedThis time frame is the same for all customers as we have no control
over the delivery time necessary; [redacted]'s warranty with [redacted] would have no
impact on this transactionManager Don T[redacted] informed [redacted] that he would
contact her with updates as they became available
The following day began the Memorial Day holiday
weekend; on Tuesday, May 26—the first business day after the part was
ordered—[redacted] filed her complaint with the Revdex.com at 4:pmShe then emailed
MrT[redacted] at 4:pm to inform him of her formal complaint; he responded within
minutes, reiterating the terms previously discussed
On Monday, June 1—only five business days after
the part was ordered—the compressor was installed in the tenant's unit and the
repair was completedIt should be noted that even if all weekends and holidays
had been counted, this date was ten days from the date the part was
ordered—still within the 7-day range given
[redacted] received a major repair in half the time
we allow for, during the busiest season in our industry and during the hottest
May on recordShe also received all the priority attention her warranty
entitled her to; if she is unhappy with the terms of her warranty, she should
discuss this with [redacted]In regards to her statement that she
experienced long waits on the phone, we do apologize but would like to remind
[redacted] that this is our busiest time of the entire yearAlthough we have
hired additional staff to answer phones, there is a limit to what we can handle—which
is why MrT[redacted] informed her that there was no need for her to call for status
updates, and suggested communication via email insteadHe responded promptly
to every email and in a polite, professional manner
Sincerely,
Robert **
B[redacted]
Chief Operating
Officer

Complaint: [redacted]
I am rejecting this response because:
If United Air Temp is unwilling to negotiate any further at this level we will be requesting to move forward to the mediation portion of this process. We will not be dropping the issue. We do not find acceptable their "take it or leave it" offer of free services that we may or may not get the opportunity to take advantage of and that do nothing to help us recover the costs we have incurred as a result of their mistakes and continued unwillingness to compromise. Hopefully our next interactions will be more productive.Thank you,[redacted]Regards,
[redacted]

United Air Temp
align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
October 20,
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the rejection filed
by [redacted]The [redacted] were told by their home warranty company that they
still owed money to United Air Temp and therefore were ineligible for further
service; the payment had actually been made but had not been recorded properly
on our endUnited Air Temp has since corrected the data entry, and offers our
sincerest apologies for the confusion and inconvenienceThe [redacted] have been
made aware of this correction, and can rest assured that no negative reports
have been or will be made to the credit bureau regarding this transaction We would like the [redacted] to know that we are
deeply embarrassed by the clerical error; it should have been resolved at the
first phone call and we are sorry that this complaint became necessaryOnce we
received the complaint, we were able to correct the error that same day, and
also were able to visit the [redacted]'s home the following day to provide the
service they were in need ofThe [redacted] are valued customers and we hope to
continue doing business with them in the future
Sincerely,
Robert *B[redacted]
Chief Operating
Officer

United Air Temp
align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
August 14,
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by **[redacted] on August 5, [redacted] states that our company
initially told him his air conditioning unit was repairable and then reversed that
diagnosis to needing to be replaced instead; he wants our company to make the
repair originally discussedUnfortunately, the original diagnosis was
inaccurate; once the correct information was relayed to [redacted]'s home
warranty company, the claim was denied because the unit had not suffered merely
wear and tearWhile a leak in the unit was accurately diagnosed
in our earlier visits to [redacted]'s home, additional damage that ultimately
caused the home warranty company, [redacted], to deny the claim was
not discovered until a second technician came to the home to begin the repair
[redacted] is justified in being frustrated at the inconsistency and
inconvenience this oversight caused, and we sincerely apologize for that
On July 29th, a second technician
visited [redacted]'s home to begin the repair on his air conditioning unit and
discovered that the coil fins were all matted down together; this would have
occurred from something large and heavy pressing against it, like yard items or
toys or a large animal rubbing against itAdditionally, the technician found
that the coils were soaked in pet urine; the acidity in the urine makes the
coils disintegrateThe [redacted] do own a large dog who could very possibly have
caused this damageWe were obligated to report this new information—which
admittedly should have been caught in an earlier visit—to [redacted]
They in turn reversed the decision to cover [redacted]'s claim, stating that the
problem was not due to wear and tearThe technician took digital photos
of the damage that are available upon request
[redacted] now has the following options: he is
welcome to have [redacted] send out another contractor to offer a
second opinion; if they do not agree with our assessment, the decision to deny
the claim may be reversed againHe is also may be eligible for a ‘cash out'
from [redacted] that would provide him with the cash; the unit would
no longer be covered by the warranty, but [redacted] could use the money to make
the repair elsewhereWe do not recommend repairing the unit, though, as we
feel it would be a waste of [redacted]'s money and believe that the coils will
never work properly againIf he has other questions about his options he
should speak directly to someone with [redacted]
While we are truly sorry for the incorrect
diagnosis given initially and the inconvenience it caused, we are unable to do
more to repair the system until that action is approved by [redacted]We hope the above suggestions will offer a solution for [redacted]Sincerely,
Robert *B[redacted]
Chief Operating
Officer

United Air Temp P.O. Box 6300 Springfield, Virginia 22150 August 7, 2016  Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear [redacted]: This letter is in response to the complaint filed by [redacted]. [redacted] would like work completed on...

an air conditioning unit so that the home will pass an inspection. United Air Temp had been trying to contact [redacted] at two different phone numbers for several weeks unsuccessfully; we have recently made contact and begun the repair process, which should be completed soon and allow the inspection to be completed as well. I apologize for the late response; I had been waiting for a more firm schedule of repairs. Although [redacted] mentions water damage, he and service manager Paul E[redacted] have discussed this and agree that the water leak existed before the air conditioning unit was installed and was not related to the installation. An electrician visited the [redacted] home on Friday, August 6 to replace the breaker. When the electrician has completed his work he will pull an electrical permit; when the electrical work is inspected and passes, the work covered by the mechanical permit (work related to the air conditioning unit) will automatically pass as well—there is no need for a second inspection. Mr. E[redacted] has ordered a special-order filter at no charge to the customer for their inconvenience. We do sincerely apologize for the delays. Sincerely, Robert *. B[redacted] Chief Operating Officer

United Air Temp
align="right" "margin-right:-13.5pt;text-align:righttext-autospace:none">P.OBox
Springfield, Virginia
August 11,
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the complaint filed
by **[redacted] on July 29, [redacted] is unhappy with the length of
time involved to repair her air conditioning unit, and would like to be ‘cashed
out' by her home warranty company, [redacted], rather than rely on
them to provide her with a repairThis has in fact already occurred; the day
after this complaint was filed, [redacted] did cash her out.
As a contractor hired by [redacted], United Air Temp
must abide by their policies and guidelines; these include repairing rather
than replacing equipment whenever possible, and utilizing parts that sometimes
require that they be obtained from specific sourcesThese conditions often
contribute to the time needed to complete a repairIn this instance, one
additional visit became necessary simply because the customer was unable to pay
for the refrigerant needed to perform the necessary work, and we were forced to
return at a later dateThe air conditioning unit in [redacted]' home was
repairable, although [redacted] insisted at each of our visits that the unit be
replaced; leaks that were discovered later in our visits appeared suspicious to
our technician
While [redacted] preferred a replacement to a
repair, that determination must be made by her home warranty companyNow that
she has received her cash out, she is free to replace the unit on her own if
she wishesThe unit in question is no longer covered by her home warrantyOur
efforts to continue repairing were dictated by [redacted], and [redacted]' grievances
are incorrectly directed toward us
Sincerely,
Robert *B[redacted]
Chief Operating
Officer

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

The boiler and hot water permit# [redacted] passed 8/24/15 , and we received the response that it had not from the customer through the Revdex.com on 11/9/15Bob B[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I decided to move on since I know they will claim the warranty company to be the solution for my problems. I have also file complaint with warranty company due to bad service provided as they are contracted with a bad company. This complaint is to forward attention of the business owner of how misinformation the personnel can be along with prices are never stable.
Regards,
[redacted]

As I stated before United Air Temp was contracted to fix my air conditioner unit; they did not and I am entitled to my full refund. If another leak had surfaced they were still entitled to fix my air conditioner unit. The upgrade device was defective the other vendor had to replace the upgrade device. That could have caused the second leak as the upgrade device should have been warm to the touch and it cool which could have caused the second leak. It was defective.
If business such as United Air Temp are not held accountable for inadequate repairs they should not be allowed to operated.

Alvin K[redacted]  has called daytime phone and left a voicemail.  He called nighttime phone and got a fax.  He emailed also.   Please see if you can get the customer to call MR. K[redacted] so we address their issues Bob B[redacted]C.O.O

United Air Temp manager, Roger M[redacted] has talked to the
customer, a new unit has being replaced under the manufacture warranty. The
customer has expressed he is happy and will have the complaint retracted. We appreciate
your continued business with United Air Temp
 
Bob...

B[redacted]
Chief operating Officer
United Air Temp

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

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me only because I don't wish you give this matter any more attention. I work for the largest employer in the state of Maryland and I will be expressing my displeasement with the results through other media outlets.
Regards,
[redacted]

United
Air Temp did a preventative maintenance check on [redacted]'s heating system on
October 14th. A complication arose and we were called back to the home;
apparently there was some confusion about whether there would be an additional
charge for this visit, and we apologize for that...

miscommunication. Our technician
made the repair and added two pounds of refrigerant at no cost to the customer.
After we received the complaint letter, a service manager contacted [redacted]
and confirmed that she was happy with the outcome. He offered her a refund or a
free one-year warranty as compensation for the inconvenience she experienced;
she informed him that her daughter would call back. We have not heard back yet,
so I will have our office send a full refund to [redacted] in the amount of
$234.95. [redacted] is a valued customer, and we hope to continue providing her
home with service in the future.Bob B[redacted]

United Air Temp P.O. Box 6300 Springfield, Virginia 22150 September 23, 2016   Revdex.com Attn: [redacted] Homeowner: [redacted] Case #:[redacted]  Dear [redacted]: This letter is in response to the rejection of the complaint filed [redacted]. Sorry for the delay, the installation for Monday was cancelled because of bad weather, rain. The compressor was installed the next day Tuesday the 20th and all is in proper working condition. Thanks you for your business Sincerely, Robert *. B[redacted] Chief Operating Officer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: First of all your so called Senior Manager did not inspect or see what was done by the tech. He didnt care what was done. All he said is get a new unit. and tried to sale me an expensive system claiming my warranty did not cover anything but 900. I have a picture of his "estimate"  he didnt bother to see what was done or so what the major issue was. .  All he wanted was to make me agree to buy directly you through United and spend 8-10k for a new unit that WAS covered by my home warranty.  I refused to allow the new tech to continue because he didnt give a proper diagnosis. He saw the core was rusted completely through and wanted me to spend over 1500 just for [redacted] that would NOT have fixed the issue.  I dont have money to waste.  No EXCUSE.  Your Senior Manager tried to RIP me off. And my cousin who is 2 blocks away went through the same thing through United.  I am collecting and contacting several customers who have experienced the same issue from United and the list is LONG.  We will be putting a group complaint with [redacted] to no longer use United and considering Civil Suit.  I have an appointment with a lawyer next week who is very interested.  So again you have a major issue of techs who are incompetent.  Managers only looking for comission versus doing the right thing.  The warranty company employees themselves confirmed how many complaints they have complained about United trying to rip people off or poor service and have to recommend second opinion with another company. They themselves are shocked that United is not dropped. The fact that you refuse to take accountability for your employees irresponsible actions and greed is the issue here. There is no excuse for this behavior of incompetence or greediness. You are taking the word of an employee trying to cover his @ss and that is not ok. I documented all, took pictures and have 2 way cameras in my house with recordings so again becareful. And I did notify them of 24 hour recording so they were aware and saw the cameras. I even spoke to the tech through them when my brother was there waiting for me to get there.  The other honest company that came out said putting [redacted] was a WASTE of money. (we took pictures of how damaged the unit was) The technician had no business recommending [redacted] for a dead unit.   
Regards,
[redacted]

United Air Temp P.O. Box 6300 Springfield, Virginia 22150 August 12, 2016  Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted]  Dear [redacted]: This letter is in response to the complaint filed by [redacted]’s home sustained water...

damage after an air conditioning unit was serviced, and she is asking that United Air Temp resolve the resulting structural and cosmetic repairs. We absolutely agree that we are responsible for these costs, and are in fact already in the process of working with [redacted] to complete the work. We do wish [redacted] had allowed our company the opportunity to make this situation right before filing her complaint just one day after the damage was discovered; we certainly would have provided the same response and done our best to make the necessary repairs quickly and efficiently. We are deeply sorry for the inconvenience [redacted] has experienced. Unfortunately, when a coil for an air conditioning unit is installed in the attic, the condensate lines carrying the condensation from the coil are very long, and they do sometimes become clogged. Our responsibility is to make sure the line is completely free of those clogs; in this case, clearly something was missed. The repairs to the air conditioning unit were already completed before this complaint was received; the Director of our Human Resources Department is currently working with [redacted] to complete the cosmetic and structural repairs, including drywall replacement and repainting. Our most sincere apologies go out to [redacted]; should a situation like this ever arise in the future, we ask that she contact our headquarters directly to expedite the resolution. United Air Temp stands by its work, and would want to correct any errors immediately and with as little inconvenience to the customer as possible. Sincerely, Robert *. B[redacted] Chief Operating Officer

Tell us wThe manager spoke with this customer approx. 2/14/2016 and apologized for what I believe to be a mix up with [redacted] and UAT interface.  The dispatch sent to the technician didn't indicate the fee was prepaid, this was a change in the formatting XML from [redacted], but I take responsibility for...

not updating our interface, (It said to collect $75 fee).  The technician asked for the fee and then found out after running the card that the fee had been prepaid.  The technician did note on the invoice to refund customer $75 due to the misunderstanding. Again I apologized and take responsibility for it, sorry for your inconvenience.  The refund has been submitted and should have been received by the customer. Bob B[redacted]hy here...