United Air Temp Air Conditioning & Heating

United Air Temp P.OBox Springfield, Virginia September 22, Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear [redacted] : This letter is in response to the complaint filed by ** [redacted] ***; he is unhappy with the service he has received and is asking for financial compensation, despite the fact that no expenses have been involved in this repairUnited Air Temp does not feel [redacted] is entitled to any compensationAll of the service calls and labor involved in this repair were covered by [redacted] ***’s warranty, and he was never charged for anything The repair of [redacted] ***’s air conditioning unit did admittedly span several days, but this was unavoidable; on our first visit, the unit had frozen up and no diagnosis could be made until it thawed overnightOur technician suggested that the cause may be due to the dirty filter ( which was the customer’s responsibility to clean), as this was the only observation he could make at this stage, but never stated this as fact Upon his return the very next day—after the unit had thawed—he was able to determine that the unit was low on refrigerant, and recharged the system However, he was unable to locate a leakThis is not a result of incompetence, but due to the fact these systems are complex and locating a minute leak in such a vast system can sometimes take more than one attempt When the system continued to be problematic, our technician returned quickly and determined that the TXV (thermal expansion valve) had failedThis valve regulates the flow of refrigerant and, just as a leak would, can cause a system to freeze upThe TXV was ordered—but unfortunately it was now the Labor Day weekend, and the supplier would be shut down for the holidayThis is a scheduling issue beyond our control Replacing the TXV allowed the technician to locate the leak, which ultimately was caused by two pipes rubbing together; the vibration wore a small hole in oneIt was a well-hidden leakAs of September 11, the unit has been repaired and the customer is satisfied with the service We apologize for the inconvenience [redacted] experienced; he is a valued customer and we appreciate his 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 responseIf 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 techHe didnt care what was doneAll he said is get a new unitand tried to sale me an expensive system claiming my warranty did not cover anything but 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 diagnosisHe saw the core was rusted completely through and wanted me to spend over 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 offAnd my cousin who is 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 companyThey themselves are shocked that United is not droppedThe fact that you refuse to take accountability for your employees irresponsible actions and greed is the issue hereThere is no excuse for this behavior of incompetence or greedinessYou are taking the word of an employee trying to cover his @ss and that is not okI documented all, took pictures and have way cameras in my house with recordings so again becarefulAnd I did notify them of hour recording so they were aware and saw the camerasI 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.OBox Springfield, Virginia November 23, Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear [redacted] ***: This letter is in response to the complaint filed by ** [redacted] on October 28, [redacted] believes that United Air Temp misdiagnosed a cracked heat exchanger in his home after a second contractor provided a conflicting diagnosis, and is requesting a refund of the service fees for both our visit and that of the other contractor United Air Temp stands by our diagnosis and does not feel [redacted] is entitled to a refund; we are in fact so confident of our ability to correctly diagnose this issue that our company has a standing policy stating that if we do indeed misdiagnose a cracked heat exchanger, we will install a new furnace in the customer’s home at no cost A United Air Temp technician visited [redacted] ’s home to check both of the home’s furnacesHe discovered that the downstairs heat exchanger was cracked, and called his supervisor to come to the home to confirm this findingService Manager Craig B [redacted] came to the home and confirmed the cracks; he and the technician also determined that the upstairs heat exchanger had a hairline crack that had not broken all the way through the surface yetThis means that the exchanger will eventually crack, but it did not require more attention at this time and could not be “confirmed.” A cracked heat exchanger is dangerous and requires replacement because it has a high potential of allowing carbon monoxide to leak into the homeOur technician shut the system off and advised [redacted] not to use it; however, we did not disable the systemThere are times when the system may need to be used briefly before replacement to prevent damage to the home, such as to prevent pipes from freezing; in cases such as this, we advise windows to be opened and nobody to be in the home [redacted] ’s home warranty company sent one of their own contractors to provide a second opinion; this contractor did not reach the same conclusion that our technician and manager had, leading [redacted] to believe that our diagnosis was incorrectHe now also questions why we had not disabled the heat exchanger instead of simply shutting it off, or why we were able to confirm cracks in one unit but not the otherWhile I have addressed both of those concerns above, I will add that if a customer’s unit is creating a threat to life, property, or the community—such as a gas leak—our company would have disabled the system immediatelyWe only need to disable a system if simply shutting it off does not eliminate the danger United Air Temp is uniquely qualified to diagnose cracked heat exchangers for the following reasons: • United Air Temp used special equipment, such as a C-snake heat exchanger camera, to examine heat exchangersMany contractors do not have such specialized equipment • Our technicians must have a supervising manager verify that their diagnosis is accurate, due to the serious safety issues and high expense of a replacement In a sense, we provide a buisecond opinion • If a second contractor disagrees with our diagnosis, we always offer to return to the home with that contractor to show them the crack firsthand(Although [redacted] had been shown the crack himself, he refused this offer twice.) If that is not possible, I myself as the Chief Operating Officer will be available to visit the home and show the customer the crack • Most importantly, United Air Temp is so confident in the process we use to correctly diagnose a cracked heat exchanger that—if after returning to the home we determine that the crack does not exist—we will install a brand new furnace at no cost to the customerThis is not a special offer made to [redacted] ; this is our standing policy United Air Temp does not feel [redacted] is entitled to a refund for any services providedHowever, we would be more than happy to continue to honor the offers outlined above until the end of [redacted] can reach MrB [redacted] directly at ###-###-#### if he would like to make arrangements to have United Air Temp revisit his home Sincerely, Robert *B [redacted] Chief Operating Officer

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 refundIf another leak had surfaced they were still entitled to fix my air conditioner unitThe upgrade device was defective the other vendor had to replace the upgrade deviceThat 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 leakIt was defective If business such as United Air Temp are not held accountable for inadequate repairs they should not be allowed to operated

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

United Air Temp 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] [redacted] is requesting that damage done to her ceiling by a leaking air conditioning unit be repairedUnited Air Temp has already been in contact with [redacted] and is currently in the process of arranging the repair United Air Temp installed a new air conditioning system in [redacted] ’s home in JuneIn July, the unit stopped working properly and began to ice upOur technician visited the home and made the necessary repair, but some damage had already occurred to a ceiling in the home because of the leaking systemThe technician informed [redacted] that he would have his Service Manager, Daniel C***, visit her home to assess the damage and make a claim for the repair Although our intent was to resolve the situation quickly, it does seem that there was some miscommunication between the customer and MrC***Daniel attempted to but could not reach [redacted] , and may have been calling her home rather than cell phone as she had requestedHe did ultimately leave one message, which was not returned for a week—possibly because it was left at the home numberWhen [redacted] did return the call, MrC [redacted] was not available to respond right awayWhile we do wish that [redacted] and MrC [redacted] had had a chance to speak with one another before a formal complaint was filed, we do apologize for the communication breakdown and the delay that it caused MrC [redacted] did visit the home on August 7th and confirmed that the system was operating properlyIt was low on refrigerant, which was added back in JulyMrC [redacted] assessed the water damage and has made a general liability claim through our company on [redacted] ’s behalfOur Human Resources department will be contacting [redacted] to make arrangements for the repair, which will be at no cost to her [redacted] is aware of the status of this issueIf she has any additional concerns or questions, she should contact MrC [redacted] directly at ###-###-####, ext*** United Air Temp sincerely apologizes for the inconvenience [redacted] experienced, and hope she finds this solution satisfactory Sincerely, Robert *B [redacted] Chief Operating Officer

United Air Temp P.OBox Springfield, Virginia September 17, Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] (note [redacted] says please respond to this one only) Dear [redacted] ***: This letter is in response to the complaint filed by ** [redacted] on September 1, (please note that [redacted] filed a second complaint about the same issues on September 5, 2014, case # [redacted] .) [redacted] has numerous issues that he is unhappy with and wishes for his money to be refunded in full, or for his new air conditioning unit to be replaced with a higher end new unitWe have tried communicating with [redacted] several times to explain that United Air Temp, the distributor, and the manufacturer of the equipment all feel these requests are unreasonable, and therefore do not believe [redacted] is entitled to either a refund or a replacementHowever, we have offered on several occasions to work with him on some of his lesser grievancesHe has rejected all offers and insists on only the refund or replacement Earlier this year, United Air Temp installed in [redacted] ’s home an air conditioning unit with an electronic furnace air handler inside [redacted] has since accumulated multiple grievances, which are identified as follows: 1) [redacted] claims that because the unit was momentarily run without a filter in place, it resulted in the system becoming so filthy that the entire system now needs to be replaced—not with the same system, but with one of higher qualityWhile United Air Temp did run the system for a short time without the filter while testing the unit, this is not significantThe dirt accumulation would also be minor for this length of timeDespite this fact, we have offered to come out and clean the system at no cost to [redacted] several times; he has either not responded or rejected the offer outright, stating he will only accept a full refund or full replacement 2) [redacted] believes the coil in the air handler has been damaged during the manufacturing process (before the installation) because a mounting screw is out of line, and is demanding that the entire air handler be replaced because of thisHe forwarded a photo of this mounting screw to us; we in turn forwarded it to our manufacturer’s representative, ***, at [redacted] for their opinionTo ensure an accurate answer for the customer, [redacted] forwarded the photo to a product specialist with the actual manufacturer, [redacted] at [redacted] Both felt the request was unreasonable; [redacted] ’s response stated, “This is a production occurrence on this model familyThe screw isn’t creating any damage to the unit.” [redacted] wanted to contact our manufacturer’s representative himself, but we explained to him that they do not deal with the public and we would need to forward the informationThere is a chain of command that we must adhere to; to further demonstrate this, United Air Temp cannot deal directly with the actual manufacturer—only the supplier can Neither United Air Temp, the supplier, or the actual manufacturer believe there is any damage, but rather that this sometimes occurs and does not affect the performance of the unit, and therefore does not justify being replaced 3) [redacted] states that the line set (the copper piping that runs between the outdoor and indoor sections of the system) is too smallManager Don T [redacted] himself took photos of this at the customer’s insistence, and once again forwarded them to [redacted] at [redacted] for their opinion***’s response was as follows: “I have researched the line set and per the specifications you gave me 15’ line set, indoor and outdoor being horizontal from each other, and elbowsThe 5/and 5/is an approved line set for the TEM3A0B30S31SA with the 4TTB3030G1000A.” Both United Air Temp and the supplier believe the line set is correct and appropriate for [redacted] ’s system, and does not need any further attention 4) [redacted] complains about sharp edges on the inside air box (the box the air handler sits on) and is unhappy that the box was built on site; he wants this replaced with a box that has been built in our shop or in a factoryThese boxes are often built in the field, as the installers will not know the exact dimensions needed until they are actually installing the air handlerThis results in a more customized jobPlease note that the sharp edges [redacted] is referring to are on the inside of the box; this box is not designed for the homeowner to disassemble and place their hands insideDespite this, we have offered to come out and cover any sharp edges for him on several occasions; he has either not responded or rejected the offer 5) [redacted] is unhappy with the location of a return grill on the air box and would like it relocated to a different spotThis is a purely cosmetic complaint; however, we have once again already offered to move the return grill for the customer, and he has once again refusedIt should be noted that if the grill is relocated, we will have to patch the air box with a piece of sheet metal, which [redacted] may find even more displeasing 6) [redacted] wants a tight-fitting filter with a cover for his unit; we have, on several occasions, already offered to provide this [redacted] has never accepted the offer but instead continues to reject it and demand a full refund insteadAt one point when he complained that he had not yet received his filter, we reminded him that he had not yet accepted our offer and that the order would not be placed until then [redacted] ’s two major demands—that his money be refunded or his unit be replaced—are unreasonable and unnecessary, and we do not believe he is entitled to eitherWe have gone out of our way to contact people outside of our own company to evaluate [redacted] ’s requests, and all parties involved—United Air Temp, [redacted] , and American Standard—all agree that the equipment and the installation of the parts in question are all fine As to [redacted] ’s other complaints, we have attempted several times to offer solutions, all of which are again above and beyond a standard installationHe has continued to reject these offers with responses such as this one from August 26th: “Negative, new air handler and new box, period.” It seems the only option [redacted] truly wants to consider is a new, upgraded air conditioning unit, which he is not entitled to These are the conditions I am currently willing to continue working with [redacted] under: 1) Any future communication about any of these issues must go through me only; there will be no further contact with MrT [redacted] or any other United Air Temp employees, as well as anyone at either [redacted] or American Standard [redacted] should contact me directly at BB [redacted] @UnitedAirTemp.com I will only communicate via email, as this will create accurate documentation of our conversations, should they be needed in the futureOf course, if [redacted] experiences an emergency he is always welcome to call our main number at ###-###-#### 2) We will not replace the air handler or line set because both have been approved by [redacted] We will also not replace the coil because this has been approved by [redacted] With third party verification that this items are properly installed and within specifications, there is no option of replacement 3) We will uphold the previous offers MrT [redacted] has made, which consist of having a technician visit the home to: * cover the sharp edges * clean the coil/system * relocate the return grill (please note that this will involve a sheet metal patch) * order the requested filter and cover 4) In order to utilize the above offers, [redacted] must respond to me via email that he is accepting any or all of the four offers being extendedNo action will be taken until this reply is received so that documentation is createdOnce that occurs, I will send a technician out to perform the work Acceptance of these offers will be the final resolution and communication about the issues described in this complaintShould mechanical problems arise in the future, these would be covered by [redacted] ’s one-year warranty, which expires one year from the date of purchase I must apologize in advance for my unavailability at this time; I will be out of town and unreachable until Tuesday, Septemer 30th Please do not mistake my inability to respond during this time as a lack of interest in resolving these issues; I look forward to working with [redacted] upon my return Sincerely, Robert *B [redacted] Chief Operating Officer

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 customerWe 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 attentionI 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 P.OBox Springfield, Virginia October 20, 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 renderedThe 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 repairThat amount is determined by her warranty, not usIf she is unhappy with the amount she is responsible for she should contact her home warranty companyShe 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 unitBut 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 laterOther 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 notUnited Air Temp repaired the coil, refilled the refrigerant, and completed the upgradeI do not know what obligation is left that we did not provide “United Air Temp took $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 $was [redacted] ’s financial responsibility after her home warranty coverage, owed to whatever vendor worked on the systemThere 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 escapeAnd 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 to September 3, 2015.” This is just not accurateOur repair was completed on July and [redacted] did not contact us about the second issue for over a month “The other company came to my house on September 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 timeWe then returned on September 1st and could not work on the system because it had now frozen up and it needed to thawBy 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

[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: [redacted] I am rejecting this response because: As of this date, 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 $refund Regards, [redacted] / [redacted] / [redacted]

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

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 ISSUECURRENTLY FILING A LEGAL CLAIM AN ATTORNEYTHE ONLY RESPONSE RESPONSE RECEIVED IS AN AUTOMATED MESSAGE FROM THE MANAGER "ROGER"I WOULD NEVER RECOMMEND THIS COMPANY IF YOU WANT PROFESSIONAL SERVICES

United Air Temp 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 tear While 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 align="right" 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] (***), 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 [redacted] B [redacted] Chief Operating Officer

United Air Temp [redacted] ***Springfield, Virginia 22150May 11, 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 themTheir determination was that the unit was repairable, and therefore did not require replacementMr***’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 reportIf 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 companyTheir policy dictates that a unit will only be replaced when a repair can no longer be made, and they approved a repair to the compressorBecause the unit is years old, Mr [redacted] felt that it should be replaced and the cost covered by his home warranty companyThis is not our callWe merely present the facts and follow the procedures outlined by them, and they make the determinationThe 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 considerUpgrading would allow Mr [redacted] to use the repair cost provided by his coverage toward the purchase of a newer, more efficient unitHe would be responsible for the remainder of the costIf he does not want to spend any additional money, he is free to accept his home warranty company’s determination and simply repair the compressorIf 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 homeIt should be noted that as a home warranty client, he always has the option to request a different contractor visit his homeMr [redacted] also states that we refused to have a manager visit his home that day to confirm the failure of the compressorWe did not refuse—we were unable, because the manager’s schedule was already full that dayIt is United Air Temp policy to have a manager confirm all repairs of this magnitudeThe manager offered to come out to the home early the next day—but then Mr [redacted] was unavailableHe confirmed the diagnosis on the first day that both parties were availableMr [redacted] also suggests our recommendation to replace the unit would have changed based on who visited the homeThis is untrueOur recommendation has consistently been to replace the unit; it is the home warranty company whose policy it is to repair it whenever possibleA 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 illegalTo clarify, this portion of the cost of the Freon was not covered by his home warranty companyThe compressor was a covered part, but all non-covered items must be paid for or pre-paidMr [redacted] was not charged for anything before it was orderedHe was merely asked to pay for what he had already receivedAt this time, the compressor has been installed and the unit is functioning properlyDespite Mr***’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***’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 directlyUnited 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 optionsMr [redacted] is not entitled to anything more Sincerely, Robert RB [redacted] Chief Operating Officer

[redacted] is correct in that an unlicensed individual can currently purchase *** until January I believed, based on a EPA bulletin, that this law had gone into effect in January 2017—I stand correctedPlease know that I did not intentionally mislead the customerObviously 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 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 materialIt 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 situationHowever, I stand behind United Air Temp’s pricing policies and believe we offer *** at a price competitive with other HVAC vendors in the Jacksonville marketRobert RB [redacted] Chief Operating Officer

United Air Temp P.OBox Springfield, Virginia January 30, Revdex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear Ms***: This letter is in response to the complaint filed by Ms [redacted] on January 17, Ms [redacted] is requesting that money she pre-paid for an order she subsequently cancelled be refundedThe money that Ms [redacted] is due was already refunded several months ago on October 20, A technician from United Air Temp visited Ms***’s home on October 3, to perform a routine “clean and check” service, but needed a diagnostic and the customer was charged $for itProblems were discovered and the technician performed a diagnostic service to determine the cause; once this was determined, a repair was scheduled and parts were ordered Ms***’s bill that day came to $860.98, $for the diagnostic, and $for pre-paid parts Within hours, Ms [redacted] opted to cancel the repair, as is her uncontested rightWe canceled the order for the parts and agreed to refund her the full amount of that expenseThe refund was processed and on October 20, 2014, the amount of $was credited back to her credit card account I’m not entirely sure if Ms [redacted] is suggesting in this complaint that she received no refund, or that she did not receive the full $If she believes she did not receive any refund, I advise her to contact her credit card company and discuss this matter, as the amount has already been creditedOur administration office will be happy to assist if necessary; they can be reached at###-###-#### However, if Ms [redacted] has submitted this complaint because she wishes to be refunded the remaining $147.00, I must remind her that the diagnostic service were performed and therefore payment is expected for those services; she is not entitled to be refunded money directed towards these expenses Sincerely, Robert RB [redacted] Chief Operating Officer

Date: Thu, Dec 14, at 3: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 The company has taken care of the heater and it is working

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 oursI have been assured your credit card has been credited for the $as of today 3/15/I hope you consider using us in the future, because this is not typical and is surely an embarrassment to United Air TempI have had a note put in your file that next time you need service, we will wave your service feeIf you have any issues let me knowBob B [redacted] C.O.O