United Air Temp Air Conditioning & Heating

[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]

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

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

United Air Temp align="right" 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" 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] ** [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 [redacted] B [redacted] Chief Operating Officer

United Air Temp align="right" 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 align="right" P.O. Box 6300 Springfield, Virginia 22150 August 11, 2015 RevDex.com Attn: [redacted] Homeowner: [redacted] Case #: [redacted] Dear [redacted] : This letter is in response to the complaint filed by **. [redacted] on July 29, 2015. [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 repair. This has in fact already occurred; the day after this complaint was filed, [redacted] did cash her out. As a contractor hired by ***, 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 sources. These conditions often contribute to the time needed to complete a repair. In 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 date. The 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 company. Now that she has received her cash out, she is free to replace the unit on her own if she wishes. The unit in question is no longer covered by her home warranty. Our efforts to continue repairing were dictated by ***, and [redacted] ’ grievances are incorrectly directed toward us. Sincerely, Robert *. B [redacted] Chief Operating Officer

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 MRK [redacted] so we address their issues 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]

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 manager, Roger M [redacted] has talked to the customer, a new unit has being replaced under the manufacture warrantyThe customer has expressed he is happy and will have the complaint retractedWe appreciate your continued business with United Air Temp Bob B [redacted] Chief operating Officer United Air Temp

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] . [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

United Air Temp [redacted] Springfield, Virginia August 18, 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 12thMs [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 departmentThis 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 requestHer 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 customerThe condensate pan in her unit was broken, and a replacement was no longer available due to the age of the unitThis 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 purchaseThe 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 customerThis is the service that Ms [redacted] refers to when she states she was unhappy with the service providedShe then requested her refund, which we have processedMs [redacted] also received an email informing her that the refund had been credited to her credit card accountThis issue has been resolved Sincerely, Robert RB [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 processWe will not be dropping the issueWe 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 compromiseHopefully our next interactions will be more productive.Thank you, [redacted] ***Regards, [redacted] ***

[redacted] Case #: [redacted] While I understand [redacted] frustration with the high cost of refrigerant, there is some misinformation I would like to clarifyThe going rate for [redacted] will only reach a low of $per pound when it is purchased in bulk (or pound canisters), and to do so one must have CFC certificationA refill in a homeowner’s system usually requires about 5-poundsThe cost we pass on to our customers is very competitive in the Jacksonville market at $per pound, AHS pays $so customer pays $I would like to remind [redacted] *** that this cost also includes professional licensing to handle the product, transportation, and legal and professional installationIf 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 youWhen 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 periodI 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 contractorI suspect he will find, however, that costs for *** 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 todayRobert RB [redacted] Chief Operating Officer