United Air Temp Air Conditioning & Heating, Inc

[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]

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
[redacted]
[redacted]

United Air Temp [redacted] January 5, 2018   Revdex.com Attn: [redacted]   Homeowner: [redacted] Case #: [redacted]   There is little I can add to my previous responses.   United Air Temp employees do not determine what a customer’s home warranty covers; our job is to explain to the customer what their options are, based on what their warranty dictates. Some items are covered; others are not. We cannot change that. The options we presented to Ms. [redacted] were 1) to make the repair, although we recommended against that; and 2) take a credit from her home warranty company and United Air Temp for the repair and put it toward a new system. She also was free to contact her home warranty company to discuss any other options that might be available, which she did when she opted to request a second opinion. Although she received a different answer with the second contractor, I stand by the fact that the system was repairable and did not require replacement, and this is what we are required to report to the home warranty company.   Ms. [redacted] states that the manager did not inspect her unit, only suggested she buy a new unit. This is probably accurate—and also proper. The manager only needs to confirm a diagnosis indicating replacement. Ms. [redacted]’s did not. He did recommend that she consider buying a new system rather than repairing the old one, as the repair would be expensive, the unit is old and also still uses [redacted] refrigerant—which, as Ms. [redacted] points out herself, is quite expensive due to its increased scarcity. This refrigerant is being phased out by the government, and units that use it—including Ms. [redacted]’s—will not use the new refrigerant.  We agree with the second contractor that it would be a waste of money to buy the [redacted] refrigerant; that’s why we suggested replacing the unit.   Ms. [redacted]’s libelous comment that [redacted] is “shocked that United is not dropped” is unlikely, as we are their largest HVAC contractor in the ** [redacted] area and have a good relationship, going back to 2007. [redacted] records their conversations, so if need be I can contact my representative there and access those recordings.   United Air Temp did nothing unethical or dishonest. We are happy that Ms. [redacted] obtained the results she was looking for, but we stand by our original diagnosis.   Sincerely,       Robert ** B[redacted] Chief Operating Officer

I am so sorry this has been such an ordeal for you to just get a refund that not only are you entitled to but was not your mistake in the service fee due, but ours. I have been assured your credit card has been credited for the $75 as of today 3/15/2017. I hope you consider using us in the future, because this is not typical and is surely an embarrassment to United Air Temp. I have had a note put in your file that next time you need service, we will wave your service fee. If you have any issues let me know. Bob B[redacted] C.O.O.

[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]

[redacted] provided our technician with a certified check for the balance due on a Install made in her home; I’m embarrassed to say that it appears we lost the check and it her account was subsequently never recorded as having been paid in full. Service Manager James P[redacted] contacted [redacted]...

[redacted] about this, accepted full responsibility, and offered the customer an FSA (full service agreement) for one year at no charge as compensation for her inconvenience. [redacted] declined but agreed to have the check reissued; we have not received the check yet. I contacted [redacted] myself on Tuesday, June 6 to apologize for misplacing her original check, and for the confusion and inconvenience that followed. I assured her that I have spoken to both the managers about the how this situation was handled, and provided my personal contact information for her future use. [redacted] has agreed to have the check reissued this week. Mr. P[redacted] will contact her to confirm receipt of the final payment. Our offer of the full service agreement for one year at no charge is still available if [redacted] would like to take advantage of that; she can let Mr. P[redacted] know when he contacts her, and he will make the necessary arrangements. [redacted] is a valuable customer, and we hope to continue doing business together. Sincerely,  Robert R. B[redacted] Chief Operating Officer

United Air Temp
P.O. Box 6300
Springfield, Virginia 22150
October 5, 2015
 
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the rejection filed
by **. [redacted]. He reiterates his complaints and states that he was not
seeking compensation, although his original complaint contains the request that
United Air Temp “compensate us for this bad service.” I am sorry that [redacted]
continues to feel he received bad service; he seems to have two primary
issues—first, that our technician did not make enough of an effort on his
initial visit and second, that the repair took too long to complete. I believe
the circumstances were perceived inaccurately by [redacted], and I will try to explain
them again.
The technician did not make more of an effort on
his first visit to the home because the unit had frozen up and until it thawed,
there was nothing that could be done beyond a visual inspection of the
exterior. He was, however, able to see that the filter was dirty. Pointing out
that this could be the cause of the issue or that it is the customer’s
responsibility to keep clean should not be mistaken for rudeness.
The repair took longer to complete because the
technician first had to allow time for the unit to thaw before diagnosing a
problem. Once the diagnosis was made and a part was ordered, we had reached a
holiday weekend (Labor Day) and our supply house was closed, delaying the
receipt of the part. This is beyond our control. Our technicians returned to
the home promptly both after the unit had thawed and after the part had been
received.
[redacted] filed his complaint on September 4th,
the Friday of the holiday weekend, only two days after our technician first
visited his home on September 2nd. This does not seem a reasonable
amount of time to me to allow a company to resolve an issue for a customer.
United Air Temp is constantly striving to improve our processes and will take
[redacted]’s comments into consideration.
Sincerely,
 
Robert *. B[redacted]
Chief Operating
Officer

[redacted]
 [redacted]
I am rejecting this response because:The information in their response if not correct. You do not need a license to purchase [redacted]. I was able to  purchase 25 pounds on line for a cost of around 5 dollars a pound. As an AC company they should know the law. The old [redacted] * required a license. Not [redacted] And through the end of 2017 no license  is required. after 2018 the home owner will not longer be able to purchase directly. But not now. Perhaps then the cost will be hidden from the consumer but for now it is not. No extra taxes are added. At their cost they would content this amount of [redacted] should have cost me $1875 where as I paid $139 for 25 lbs. Actually the price just dropped to $117 for 25 lbs. And if I can purchase for $5 a pound their cost would be less. I have already spoken to one person that does AC work on this and they agreed $75 a pound is outrageous. I will contact other companies in the area and include my findings in a follow up email. It was odd that they claimed there were all these fees to purchase the puron yet I had no issues doing so. Many other people have also posted the purchase and use of the [redacted] without going through an AC company. United Air-Temp....please verify your facts prior to replying. If they want to claim they have legitimate reasons for over charging that is their choice. I know the true cost.  see below....
Regards,
Jay D[redacted]

Date: Thu, Dec 14, 2017 at 3:56 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>The company has taken care of the heater and it is working.

United Air Temp
P.O. Box 6300
Springfield, Virginia 22150
October 20, 2015
 
Revdex.com
Attn: [redacted]
Homeowner: [redacted]
Case #: [redacted]
Dear [redacted]:
This letter is in response to the second rejection
filed by [redacted]. There seems to be some confusion in explaining why
[redacted] is not entitled to a refund from our company; I would like to
address each line in this most recent rejection in an attempt to provide final
clarification.
 “I paid for services that were
not rendered.” Services were
rendered. The indoor unit’s coil was repaired, the outdated system was brought
up to code as required by law, and the unit was refilled with refrigerant.
“As I stated I was provided a quote of $648.00, they wanted me to pay
twice for freezon.” [redacted] was not charged twice for refrigerant
(Freon.) Her home warranty company covers a set amount and she is financially
responsible for the balance, and which she paid us at the first repair. That
amount is determined by her warranty, not us. If she is unhappy with the amount
she is responsible for she should contact her home warranty company. She was
never required to pay for refrigerant a second time.
“A business should stand by their service and I did not receive
service.” [redacted] received quite a bit of service—a
repair, a code update, and a system charge as described above and in past
letters.
“Whether the A/C was old or new they responded to United Air Temp that
they could fix my unit.” United Air Temp did fix [redacted]’s unit. But as
described in previous letters, it is an old unit, and the stress of running at
a fully operating level caused a second, separate issue over a month later. Other
similar failures are likely to occur as the system continues to age.
“They did not fulfill their obligation as a service provider. [redacted] paid for the coil, I paid for the freezon and the upgrade.” The coil was covered by [redacted]’s home warranty; the bulk of the
refrigerant costs and the upgrade were not. United Air Temp repaired the coil,
refilled the refrigerant, and completed the upgrade. I do not know what
obligation is left that we did not provide.
 “United Air Temp took $648.00 to put
freezon in my unit when the other company came out there was no freezon in the
unit and the stem was broken.” As mentioned earlier, the $648.00 was [redacted]’s financial responsibility after her home warranty coverage, owed to
whatever vendor worked on the system. There was no refrigerant in the unit when
the second repair became necessary because a new leak had developed and allowed
the refrigerant previously added to escape. And as already mentioned, the new
leak was not missed earlier—it simply did not exist then and was caused by the aging
unit finally working at a fully operational level. 
 “United Air Temp had my family
without A/C from July 2 to September 3, 2015.” This is just not accurate. Our repair was completed on July 16 and [redacted] did not contact us about the second issue for over a month.
“The other company came to my house on September 3 to diagnose the
issue and fixed it on September 4, 2015.” This was
a less involved repair than the initial coil repair (which required taking the
unit apart), and I am happy for [redacted] that the other company resolved it quickly.
However, I would like to remind [redacted] that we visited her home to provide
this same service on August 24th, and were forced to leave because she
was not home at the agreed-upon time. We then returned on September 1st
and could not work on the system because it had now frozen up and it needed to
thaw. By the time the second vendor arrived, this process had been completed.
If she had been home for the originally-scheduled service call, she would have
only been without A/C for a couple of days.
I hope addressing [redacted]’s letter in this
manner clarifies why United Air Temp does not feel she is entitled to any
refund from our company.
Sincerely,
Robert *. B[redacted]
Chief Operating Officer

United Air TempP.O. Box 6300Springfield, Virginia 22150June 17, 2016 Revdex.comAttn: [redacted] Homeowner: [redacted]Case #: [redacted] Dear [redacted]:This letter is in response to the complaint filed by [redacted] claims that he and his wife were given...

misinformation that resulted in a repair not being made, and would like to have the job completed. United Air Temp would like to clarify the miscommunication that exists and complete the repair as well, but we have been unable to reach [redacted] after numerous attempts. Our Operations department has called him four times at varying times of day, in addition to the calls made by one of our service managers; we have also emailed[redacted] and contacted his home warranty company to inquire as to whether he has contacted them. He has yet to respond. Because we are unable to communicate with [redacted], we have requested that his home warranty company transfer him to another vendor if or when he contacts them about this issue.One of [redacted]’s complaints is that he was given no specific time when our technician would arrive at his home to diagnose his air conditioning unit. This is correct—but as he mentions himself, the temperature was over 90 degrees that day. [redacted] was not our only customer without air conditioning; in fact, this is our industry’s busiest time of year, and we are flooded with service calls. To schedule a specific time slot would have meant having [redacted] wait approximately four days. Instead, we offered what we refer to as being “put on call”—that is, at the earliest time there is a window of opportunity to fit him in, we will notify him and visit the home at that time. It allows customers to be seen faster during this busy season. It is not ideal, but it is the best any HVAC company can offer during these months. This difficulty in meeting also occurred when service manager James P[redacted] visited the home to confirm the technician’s diagnosis and discuss repair options with the [redacted]. Mr. P[redacted] left a message with [redacted] 30 minutes before his arrival that he was heading to their home—again, in this busy time, the most expedient option we can offer. When Mr. P[redacted] arrived, [redacted] was not present; Mr. P[redacted] viewed the exterior equipment on his own and—in the interest of expediting the repair—contacted the home warranty company to have the repair authorized. By the time [redacted] was able to reach the home, Mr. P[redacted] had left for his next call. It would have been preferable to meet with [redacted] personally, but our manager did not want to delay the process further.[redacted] states that his claim was approved and then denied, then approved again. The claim was never denied, nor did any prices quoted to either [redacted] or his wife ever change. There is clearly a miscommunication here that led to some confusion, but we want to assure the [redacted] that the information we provided to both of them was consistent and accurate. [redacted] mentions that our technician did not wear shoe covers in their home, and for this we do apologize. It is our policy to always take this into consideration, and we will remind our technicians that this is the case. I feel United Air Temp did everything within our means to communicate and expedite this repair, and have tried repeatedly to reach [redacted] to resolve the issue. As he has never responded to any of our attempts, we believe he would be happier with another vendor, and because of this have requested to his home warranty company that they transfer his case if or when he contacts them. Sincerely,Robert ** B[redacted]Chief Operating Officer

From: [redacted] <[redacted]@[redacted].com>Date: Thu, Aug 6, 2015 at 5:21 PMSubject: Re: Your complaint has been receivedTo: [email protected] Air Temp has met its obligation in full as of Aug.6 2015 when it installedthe filter to the Heating and ventilating unit.

United Air Temp P.O. Box 6300 Springfield, Virginia 22150 September 19, 2016   Revdex.com Attn: [redacted] Homeowner: [redacted] Case #:[redacted]  Dear [redacted]: This letter is in response to the complaint filed [redacted] is requesting that...

United Air Temp refund him for his tenants temporary housing, this is not within the scope of our agreement with his home warrantee company [redacted]).Unfortunately, but not uncommon your rental property unit has had many different problems, and we have repaired all of them as they have failed. The fan motor, refrigerant, and finally the compressor failed. The compressor is a major component and takes 7-10 days to do the repair because the part must be ordered and then set for an experienced technician to repair. I know the service manager has talked to you and explained all of this. I certainly can appreciate your frustration with a system that has had so many failures in a row. The system is now working and we are finished. If you have any other issues please feel free to call the service manager for your area Daniel C[redacted] Sincerely,  Robert *. B[redacted] Chief Operating Officer

United Air Temp P.O. Box [redacted] Springfield, Virginia 22150 August 26, 2016   Revdex.com Attn: [redacted]   Homeowner: [redacted] Case #: [redacted]       Dear Mr. [redacted]:   This is a second response to the complaint filed by [redacted]. Ms. [redacted] states that she has still not received her refund. I ask that she contact [redacted] directly as to why this is the case; as I stated in my first response, United Air Temp issued her a full refund on Friday, August 12th. I requested confirmation from our credit card processing company, Orbital; their documentation shows that the two transactions, one in the amount of $310.00 and one in the amount of $125.00, were both accepted by [redacted] on August 16th. If these credits have not been posted to Ms. [redacted]’ account yet, that is a timeframe determined by her credit card company and beyond our control. I would assume that they are certainly present by now, and ask Ms. [redacted] to doublecheck her account.   As to Ms. [redacted]’ other comments, I can only add that the second technician who visited her home was more experienced than the first, as is often the case in vocations where employees learn their trade hands-on. This is why he was able to properly diagnose the issue at that visit. I acknowledge that the necessary repair would have been costly and time-consuming, but that is a product of the age of the unit, not any individual’s doing or error. Additionally, our technician tried to do everything in his power to help Ms. [redacted] avoid that repair—time and effort she was not entitled to and at no cost to her. I am saddened that Ms. [redacted] still finds fault with those actions.   Sincerely,       Robert R. B[redacted] Chief Operating Officer

United Air Temp P.O. Box 6300 Springfield, Virginia 22150 June 16, 2017   Revdex.com Attn: [redacted] Homeowner: [redacted]
Case #: [redacted] United Air Temp first visited [redacted]’s home in May 2015 and discovered that her system needed a repair she could not afford...

at that time. We took the defective coil with us so that we could expedite the repair when [redacted] notified us that funds were available. However, almost a year and a half passed before [redacted] contacted us in November 2016, and admittedly during that time, the coil was misplaced. When we could not locate the original coil we prepared to order a replacement coil at no charge to [redacted]—but were then instructed by her home warranty company, [redacted], not to do so because the policy had lapsed. We did not contact [redacted] to update her on this status and instead assumed [redacted] had; it seems they assumed we were in contact, and unfortunately [redacted] received no communication. It was not until a complaint was filed with the Department of Consumer Services that we became aware of this situation, and once we learned this we did act quickly to try to correct matters. A new replacement coil was ordered immediately at no cost to [redacted]. (The order was delayed because [redacted] Manufacturing did not have the necessary coil in stock anywhere in the southeast U.S. and a coil had to be shipped from Maryland.) The coil has since been delivered to [redacted], who has agreed to have another contractor install it and complete the repair. [redacted] is satisfied with the resolution, and we both consider the issue resolved. We sincerely apologize for the inconvenience [redacted] experienced due to the lack of communication. This has been a learning experience for us as well, and we will do our best to improve and confirm that our customers are informed of the status of their repairs. Additionally, we have since changed our policy and will no longer remove parts from a customer’s home where payment is required to complete the repair unless the payment is prepaid. Sincerely, Robert *. B[redacted] Chief Operating Officer

United Air TempP.O. Box 6300Springfield, Virginia 22150July 21, 2016Revdex.comAttn: [redacted]Homeowner: [redacted]Case #: [redacted]Dear [redacted]: This letter is in response to the complaint filed [redacted] is requesting that United Air Temp clarify and...

communicate more effectively their policies and practices regarding Freon usage, resulting from a minor confrontation with a technician adding Freon to the customer’s air conditioning unit. While I believe miscommunication was a strong factor in the incident, [redacted] brings up a valid issue to address, and I would like to clarify both my understanding of the events and our policies.United Air Temp currently charges for refrigerant (Freon) by the pound; this includes not only the cost of the material itself but the necessary training and labor involved to install it. When [redacted]’s system required only 1.3 pounds of refrigerant, he questioned the charge for two pounds. Our technician communicated our policy poorly, and the manager was contacted by phone. [redacted] indicates that the manager supported a suggestion to remove .3 pounds of refrigerant, but I believe parts of both conversations with the technician and the manager were misinterpreted as a result of growing tension between the customer and the technician. The manager merely confirmed our policy; he also agreed over the phone to charge the customer only for one pound of refrigerant, which has already been resolved and paid for.[redacted] suggests that our technician intentionally discharged refrigerant into the atmosphere, but this is not accurate and I would like to clarify what [redacted] witnessed. Installing refrigerant involves two 6’ lengths of hose which either liquid or gas travel through; when these hoses are detached from the system, the amount remaining in the hoses is expelled, or vented. It would certainly be visible to the customer, but please be assured that this amount is unavoidable and also acceptable to the EPA. The vented refrigerant cannot be recaptured. There is no violation. Although our technician may not have made much of an attempt to correct the misconception, there was absolutely no intentional venting of the refrigerant to decrease the amount installed.[redacted] brings to my attention the fact that how our company communicates our refrigerant policy—and perhaps the what the policy itself should be—needs review and possible revision. I am currently looking into this matter, and appreciate the feedback that [redacted] has provided. My apologies to [redacted] for the poor communication from our technician; we do hope he will continue to consider United Air Temp for service in the future.Sincerely,Robert *. B[redacted]Chief Operating Officer  here...

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

[redacted]
[redacted]
*
[redacted] Case #: [redacted] While I understand [redacted] frustration with the high cost of refrigerant, there is some...

misinformation I would like to clarify. The going rate for [redacted] will only reach a low of $5.00 per pound when it is purchased in bulk (25 or 100 pound canisters), and to do so one must have CFC certification. A refill in a homeowner’s system usually requires about 5-10 pounds. The cost we pass on to our customers is very competitive in the Jacksonville market at $75 per pound, AHS pays $10 so customer pays $65. I would like to remind [redacted] that this cost also includes professional licensing to handle the product, transportation, and legal and professional installation. If it helps to understand the mark-up, consider that when you dine at a restaurant your cost for the food you eat includes the preparation, table service, rent, overhead, salary, and profit; when you visit a doctor, you pay for their expertise to accurately diagnose you. When we install refrigerant in a customer’s home, we guarantee that the product is good and cover any problems with the installed refrigerant, including leaks due to failure within the recall period. I would also like to clarify that [redacted] is not required to use United Air Temp as a contractor through his home warranty company; contrary to his complaint, he does indeed have the option to simply request a different contractor. I suspect he will find, however, that costs for [redacted] are all similar.Service manager Paul E[redacted] has been in contact with [redacted] to discuss his pricing concerns and his repair, which is scheduled to be completed today. Robert R. 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]

[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:  As of this date, 7 March 2017, my wife and I have yet to receive a refund from this company.  Aside from reading this message, we've received no correspondence by mail or email as to why we haven't received our $75.00 refund.
Regards,
[redacted] / [redacted] / [redacted]