United Air Temp Air Conditioning & Heating, Inc

[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:  we have hired legal counsel and filed suit against them.  All future correspondence shall be sent via [redacted], Esq.,.  [redacted].com
Regards,
[redacted]

United Air Temp [redacted] Springfield, Virginia 22150 August 18, 2016   Revdex.com Attn: [redacted]   Homeowner: [redacted] Case #: [redacted]       Dear Mr. [redacted]:   This letter is in response to the complaint filed by [redacted]. Ms....

[redacted] is asking for a refund for the cost of two full service agreements with our company; United Air Temp had already been in communication with Ms. [redacted] to advise her that her request was being processed and her refund was in fact issued on Friday, August 12th. Ms. [redacted] simply did not allow enough time for the process to be completed.   United Air Temp is a large-scale HVAC company, and a refund request involves the service manager, the customer service department, and finally the administration department. This process takes time, and our documentation shows that we were in constant communication with Ms. [redacted] to keep her informed of the status of her request. Her refund was completed and issued before her complaint was received, which spanned only two weeks from the day she first requested a refund.   Although Ms. [redacted] is unhappy with the service she received, I would like to point out that the service manager actually went above and beyond what the customer was actually entitled to, at no cost to the customer. The condensate pan in her unit was broken, and a replacement was no longer available due to the age of the unit. This means that Ms. [redacted] would have needed to purchase an entire evaporator coil, which would have come with a new pan; this would have been an expensive purchase. The service manager offered to try repairing the pan in an attempt to avoid this costly purchase, at no cost and with no guarantees .He was unsuccessful but was trying to assist the customer. This is the service that Ms. [redacted] refers to when she states she was unhappy with the service provided. She then requested her refund, which we have processed. Ms. [redacted] also received an email informing her that the refund had been credited to her credit card account. This issue has been resolved.         Sincerely,       Robert R. B[redacted] Chief Operating Officer

United Air Temp[redacted]Springfield, Virginia 22150May 11, 2016 Revdex.comAttn: [redacted] Homeowner: [redacted]Case #: [redacted]   Dear Mr. [redacted]: This letter is in response to the complaint filed by [redacted]. Mr. [redacted] feels that United...

Air Temp should have indicated to his home warranty company that his air conditioning unit be replaced rather than repaired; this determination is made by the home warranty company rather than by us, and is based on the facts that we are required to accurately and honestly provide to them. Their determination was that the unit was repairable, and therefore did not require replacement. Mr. [redacted]’s request that we provide information to sway the home warranty company to make a more favorable decision would be neither accurate nor honest, and we cannot and will not falsify our report. If Mr. [redacted] is unhappy with this policy, he should direct his concern to his home warranty company rather than us.  Our technician visited his home as a contractor sent by his home warranty company and discovered a problem with the compressor; he reported this to the home warranty company. Their policy dictates that a unit will only be replaced when a repair can no longer be made, and they approved a repair to the compressor. Because the unit is 22 years old, Mr. [redacted] felt that it should be replaced and the cost covered by his home warranty company. This is not our call. We merely present the facts and follow the procedures outlined by them, and they make the determination. The age of the unit is not their concern.  Because of the unit’s advanced age, we did recommend to Mr. [redacted] that he consider “upgrading” his warranty claim to replacing rather than repairing the unit; this is not “upselling” as he suggests, but a legitimate option to consider. Upgrading would allow Mr. [redacted] to use the repair cost provided by his coverage toward the purchase of a newer, more efficient unit. He would be responsible for the remainder of the cost. If he does not want to spend any additional money, he is free to accept his home warranty company’s determination and simply repair the compressor. If he prefers to replace his aging unit, he can use that money toward the purchase of a new unit.  Mr. [redacted] states in his complaint that he had “no choice” but to accept United Air Temp as the contractor that was sent to his home. It should be noted that as a home warranty client, he always has the option to request a different contractor visit his home. Mr. [redacted] also states that we refused to have a manager visit his home that day to confirm the failure of the compressor. We did not refuse—we were unable, because the manager’s schedule was already full that day. It is United Air Temp policy to have a manager confirm all repairs of this magnitude. The manager offered to come out to the home early the next day—but then Mr. [redacted] was unavailable. He confirmed the diagnosis on the first day that both parties were available. Mr. [redacted] also suggests our recommendation to replace the unit would have changed based on who visited the home. This is untrue. Our recommendation has consistently been to replace the unit; it is the home warranty company whose policy it is to repair it whenever possible. A different manager would not have provided a more favorable report.  Lastly, Mr. [redacted] implies that charging his credit card for the Freon he received before placing the order for the compressor is somehow illegal. To clarify, this portion of the cost of the Freon was not covered by his home warranty company. The compressor was a covered part, but all non-covered items must be paid for or pre-paid. Mr. [redacted] was not charged for anything before it was ordered. He was merely asked to pay for what he had already received. At this time, the compressor has been installed and the unit is functioning properly. Despite Mr. [redacted]’s concern that he might receive a used replacement part, it should be noted that the compressor was not only new, but factory-direct from Carrier, the same manufacturer of the entire unit.  While Mr. [redacted]’s wish is that the replacement of his unit be covered by his home warranty company, that is not their policy; if he would like to pursue this matter he should speak to them directly. United Air Temp did, as he demands, “what they should have done”—report their diagnosis accurately and honestly to the home warranty company and make a solid recommendation that provided him with additional options. Mr. [redacted] is not entitled to anything more.  Sincerely,   Robert R. B[redacted]Chief Operating Officer

[redacted] is correct in that an unlicensed individual can currently purchase [redacted] until January 2018. I believed, based on a 2016 EPA bulletin, that this law had gone into effect in January 2017—I stand corrected. Please know that I did not intentionally mislead the customer. Obviously it was not the EPA’s intent to allow untrained and inexperienced individuals access to this material; it was clearly an oversight that they are in the process of correcting with the new law to be implemented in January 2018. But none of this is truly the issue.What remains is simply that there is more involved in the customer’s cost, when purchased and installed by a professional, than the raw material. It includes all of the other factors I had mentioned previously; when a licensed HVAC technician is hired to handle, install, and test this material, you are also receiving the benefit of that expertise and training.I certainly understand [redacted] confusion and frustration about the varying costs, and hope the above clarifies the current situation. However, I stand behind United Air Temp’s pricing policies and believe we offer [redacted] at a price competitive with other HVAC vendors in the Jacksonville market. Robert R. B[redacted]Chief Operating Officer