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BBB Accreditation

A BBB Accredited Business since

BBB has determined that United Air Temp Air Conditioning & Heating, Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for United Air Temp Air Conditioning & Heating, Inc include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 64 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

64 complaints closed with BBB in last 3 years | 16 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 3
Delivery Issues 4
Guarantee/Warranty Issues 1
Problems with Product/Service 54
Total Closed Complaints 64

Customer Reviews Summary Read customer reviews

5 Customer Reviews on United Air Temp Air Conditioning & Heating, Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

BBB file opened: January 01, 1996 Business started: 09/01/1931 in PA Business started locally: 04/04/1983 Business incorporated 04/04/1983 in VA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Department of Professional and Occupational Regulation (DPOR)-VA
9960 Mayland Drive, Suite 400, Henrico VA 23233
http://www.dpor.virginia.gov
Phone Number: 804-367-8500
The number is 2701035058 A.

Department of Consumer & Regulatory Affairs (DCRA)-DC
1100 4th Street SW, Washington DC 20024
http://www.pearsonvue.com/dc/industrial_trades/
Phone Number: (202) 442-4320
Fax Number: (202) 698-4329
Pamela.Hall@dc.gov
The number is RC901752.

Department of Consumer & Regulatory Affairs (DCRA)-DC
1100 4th Street SW, Washington DC 20024
http://www.pearsonvue.com/dc/industrial_trades/
Phone Number: (202) 442-4320
Fax Number: (202) 698-4329
Pamela.Hall@dc.gov
The number is PC1000489.

Department of Labor, Licensing and Regulation (DLLR)-MD
500 N. Calvert Street, Room 308, Baltimore MD 21202
http://www.dllr.maryland.gov/license
Phone Number: 410-230-6231
op@dllr.state.md.us
The number is 7726.

Department of Labor, Licensing and Regulation (DLLR)-MD
500 N. Calvert Street, Room 308, Baltimore MD 21202
http://www.dllr.maryland.gov/license
Phone Number: 410-230-6231
op@dllr.state.md.us
The number is 62783.

Type of Entity

Corporation

Business Management
Mr. Gabriel Ivanescu, CEO Mr. Bob Batchelor, COO
Contact Information
Customer Contact: Mr. Bob Batchelor, COO
Principal: Mr. Gabriel Ivanescu, CEO
Business Category

Air Conditioning Contractors & Systems Air Quality Service Dryer Vent Cleaning Geothermal Heating & Cooling Heating & Air Conditioning Plumbers

Alternate Business Names
United Air Temp

Additional Locations

  • 6900 Hill Park Dr

    Lorton, VA 22079 (800) 890-4328 (703) 516-8316

  • PO Box 6300

    Springfield, VA 22150

  • THIS LOCATION IS NOT BBB ACCREDITED

    8725 Youngerman Cr

    Jacksonville, FL 32244

  • THIS LOCATION IS NOT BBB ACCREDITED

    8725 Youngerman Ct Ste 202

    Jacksonville, FL 32244

  • THIS LOCATION IS NOT BBB ACCREDITED

    3030 Business Park Dr Ste M

    Norcross, GA 30071

  • THIS LOCATION IS NOT BBB ACCREDITED

    531A Pitts School Rd NW

    Concord, NC 28027

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/9/2016 Problems with Product/Service
8/2/2016 Problems with Product/Service
6/20/2016 Problems with Product/Service
5/27/2016 Problems with Product/Service
5/23/2016 Problems with Product/Service
5/16/2016 Advertising/Sales Issues
4/23/2016 Billing/Collection Issues
3/1/2016 Problems with Product/Service
12/28/2015 Problems with Product/Service
11/17/2015 Problems with Product/Service
11/2/2015 Problems with Product/Service
11/1/2015 Billing/Collection Issues
10/22/2015 Problems with Product/Service
10/18/2015 Guarantee/Warranty Issues
9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern: Re: Problems with equipment and services I have been a loyal customer with United Air Temp Services for over 20 years. Every year they contact me regarding seasonal servicing of my air condition (AC) and heating unit. They have always provided great service and I have never had a problem paying them on time for services rendered. In 2007, I was having cooling issues with my AC, United Air Temp suggested that I get an attic fan; I was told this would help keep the upstairs cooler in the summer. I purchased the attic fan and it was installed by United Air Temp. I still have the problem upstairs with the temperature remaining hot and uncomfortable. The temperature is remaining the same 80 to 87 degrees. I have explained to them that the temperatures are still uncomfortable and that the installation of the attic fan has not been helpful. In March 2010, United Air Temp suggested that I would needed a complete new heating, ventilation, and air conditioning (HVAC) unit after the heating unit (furnace) stopped working. The service manager came out to my home and sold me a HVAC; he assured me that all I would need is the two items=furnace and air conditioner. The furnace and air conditioner were installed. Once again, I was guaranteed that the unit would keep my upstairs cooler and would save me money on my winter heat bill. This has not been the case. The upper level in my home continues to remain hot and uncomfortable in the summer months. In August 2010, United Air Temp had another solution to the problem and sold me an ***** **** System (UZS) to split my upstairs and downstairs, to control the temperature of the thermostat. To date, I have been told by technical support Excellence Without Compromise (EWC) that the ***** **** System does not fit my needs due to the duct work in my home. The ducts in my home run left to right, so when the thermostat upstairs on the second level is programmed, air will still blow in the ducts on the first level. I had 3 different HVAC contactors to my home who all advised me that the *** is just not compatible with my home. United Air Temp came out to my home. I talked with several United Air Temp technicians and service managers regarding this matter but no one seems to give me a straight or correct answer to resolve my problem. I am very upset with United Air Temp trying to sell me more equipment that obviously will not help my situation.

Desired Settlement: To get what they promised a cooler temperature upstairs in my home.

Business Response: United Air Temp has looked into the *** ********** 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 ********** and refund the customer. We are sorry for any inconvenience this may have caused.
United Air Temp has left messages with the customer and sent an email to remove and refund the customer, we are just waiting for a response.

Thank you

Bob B********
C.O.O.
United Air Temp

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********. In order for this resolution to be satisfactory to me, I request that all duct work be completed to its original state before they installed the ***** **** system. For example, I do not want to see patches of aluminum over a hole and duct tape/screws placed over the hole(s) as a remedy for a quick resolution. I am requesting that my equipment to look as if a hole was never cut there. Request response from vendor acknowledging that this condition can be met. I do not think that I should have to suffer or endure visual impact from a system that should never have been installed. Regards, ******* *******

8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: United AirTemp was contracted by *** (******** **** ******) to repair my air conditioner unit. The first visit that was made to my home the technician came out inspected my unit and confirmed that there was a leak in the condenser hose and it could be repaired, but a manager would have to come out and confirm it. The branch manager (Mark S***) came to my house to confirm that it could be repaired. After looking at the unit and taking pictures he ensured me that it could be repaired. On 7/31/2015 I met with someone who told me that someone would be there to pickup the unit for repair. When I returned home to check the unit was still there and when I called to find out why no one would let me know why, and I was told that *** should contact me. After speaking to *** ****** they informed me that United Air Temp said that the unit was unrepairable and the damaged was due to pet urine. I am very upset with the lack in integrity with this company. While it is impossible for my unit to be damaged by pet urine in my situation. This company needs to honor what they said they would do and not try to back out of it because I chose not to upgrade my unit.

Desired Settlement: I want the unit repaired as they confirmed that it could be repaired.

Business Response:

 United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

August 14, 2015

 

Better Business Bureau

Attn: ***** ******

Homeowner: ******* *****

Case #: ********

Dear *** ******:

This letter is in response to the complaint filed by **. ******* ***** on August 5, 2015. *** ***** 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 discussed. Unfortunately, the original diagnosis was inaccurate; once the correct information was relayed to *** *****’s home warranty company, the claim was denied because the unit had not suffered merely normal wear and tear.

While a leak in the unit was accurately diagnosed in our earlier visits to *** *****’s home, additional damage that ultimately caused the home warranty company, ******** **** ******, to deny the claim was not discovered until a second technician came to the home to begin the repair. *** ***** 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 *** *****’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 it. Additionally, the technician found that the coils were soaked in pet urine; the acidity in the urine makes the coils disintegrate. The ****** do own a large dog who could very possibly have caused this damage. We were obligated to report this new information—which admittedly should have been caught in an earlier visit—to ******** **** ******. They in turn reversed the decision to cover *** *****’s claim, stating that the problem was not due to normal wear and tear. The technician took digital photos of the damage that are available upon request.

 

*** ***** now has the following options: he is welcome to have ******** **** ****** 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 again. He is also may be eligible for a ‘cash out’ from ******** **** ****** that would provide him with the cash; the unit would no longer be covered by the warranty, but *** ***** could use the money to make the repair elsewhere. We do not recommend repairing the unit, though, as we feel it would be a waste of *** *****’s money and believe that the coils will never work properly again. If he has other questions about his options he should speak directly to someone with ******** **** ******.

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 ******** **** ******. We hope the above suggestions will offer a solution for *** *****.

Sincerely,

Robert *. B********

Chief Operating Officer

8/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been without AC for a month plus. This issue started back on May 8, 2015 when I requested a service request to have a tech take a look at my AC unit that had stopped working. The tech from United Air Temp never showed nor called for my appointment. Another service request was placed on June 24, 2015. I was scheduled for an appointment on June 30 by United Air Temp asking them to perform a leak test as freon was sitting at the bottom of my outside unit. The tech came out and stated that I needed to schedule another appointment for a leak test. On July 8, the tech came back to perform the leak test, and he noted the following on the invoice "performed leak test on both units and no leaks on outdoor unit. Found 2 leaks on the coil system. Cut Evap coils and will take to shop to repair and bring back next week." I was scheduled for another appointment on July 16 which United Air Temp cancelled and rescheduled for the following day, on July 17. They sent supervisor Ahmed to put back in the coils. After this was completed, he told me there was no more leak after doing a nitrogen test. However that was not the case. On July 18 when it came time to put freon in my unit there was still a leak. I contacted United Air Temp to come back out to check my unit. I was scheduled for a recall on July 20 in which they cancelled and rescheduled for July 24 between 3:30 - 5:30 p.m. The supervisor was sent again on this day and arrived at 6:42 p.m. He performed some kind of tests and told me there was a leak in my outside unit which I told him a month ago!!!! He stated he would have to order a compressor which is covered by ***, and that it would take another 5-7 days to get here. On today, July 27, I called *** to contact United Air Temp to have them expedite the shipping, to no avail. I then received a call from Ahmed telling me before he could order the compressor I would need to pay out of pocket $919 for some additional parts that were not mentioned at my appointment on July 24. I was not made aware of these additional costs which is holding up the ordering process of the compressor that is covered by ***.

Desired Settlement: I am looking to be cashed out so that I can purchase a new AC unit. After contacting *** just about every other day in regard to this issue I believe this is definitely doable. I've put in numerous escalation tickets and have not heard back from anyone at ***. I ask that you speak with United Air Temp on my behalf. This issue has been going on for way too long (since May), and I am fed up. Not having AC in 90 plus degree weather for a month is beyond unacceptable. Thinking I would be willing to come out of pocket for additional parts totaling over $900 is ridiculous when I can purchase a new unit for that amount. At this time, I do not even trust the company that you sent to finish the job knowing this could have resolved a month ago. Having customers without AC while a company who gets paid off of piece work who will try to repair any and everything even when it doesn't need to be touched is beyond me. If you're willing to pay a company who does shady work without inspecting it, I feel that I am entitled to a cash out!!! A new unit is the only resolve that I am looking for and nothing else will do. A month plus with no AC in the prime of summer, unbelievable!!!

Business Response:

 United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

August 11, 2015

 

Better Business Bureau

Attn: ***** ******

Homeowner: ***** ******

Case #: ********

Dear *** ******:

This letter is in response to the complaint filed by **. ***** ****** on July 29, 2015. *** ****** 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, ******** **** ******, rather than rely on them to provide her with a repair. This has in fact already occurred; the day after this complaint was filed, *** 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 *** ******’ home was repairable, although *** ****** 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 *** ****** 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 *** ******’ grievances are incorrectly directed toward us.

Sincerely,

Robert *. B********

Chief Operating Officer

8/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our ac unit breaks every few months, which the last 2 times has been a cause of the repair guy doing something wrong and he even said he didn't know what he was doing. We told him if he didn't know what he was doing then don't touch it and send someone else. He didn't. Now it's broke again and they sent a repair guy out last night to see the issue. He discovered the issue and said someone else would be out this morning to fix it. The guy came and said he doesn't know how to fix it. Why do none of the repair guys know how to do there jobs?! And why is it that this unit breaks every couple months!?! What is the point in a lifetime warranty if no one in the company can ever fix it? We've contacted management and they haven't done anything to resolve the issues. We paid way more for this unit to have the lifetime warranty but with this company that's pointless to have and with this unit you may as well just get something else. No unit has ever broke this often.

Desired Settlement: We want it fixed but they also need to compensate for us to keep taking off of work and waiting for them to come to not be able to fix it only to take off another day.

Business Response:

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

 

Bob B********

Chief operating Officer

United Air Temp

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: United Air Temp installed a heat pump and matching coil/air handler in early May, 2015. However, the air handler came without a filter. I was promised that the filter will be supplied within a week. Till July 29, it has not arrived. Meanwhile, a number of reminders were sent, but were ignored. In essence, the work remained unfinished.

Consumer Response: From: ******* ****** <********@*****.com>
Date: Thu, Aug 6, 2015 at 5:21 PM
Subject: Re: Your complaint has been received
To: info@mybbb.org


United Air Temp has met its obligation in full as of Aug.6 2015 when it installed
the filter to the Heating and ventilating unit.

8/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Left an operable A/C unit in a inoperable condition for potential needing a couple of lbs of Freon. Scene 1: United Air Temp technician (UAT): the A/C unit needs 2 lbs freon; Me: 2 lbs for the usage. Fine Scene 2: UAT: It would be better for you buying a new unit. I can sell you a new A/C at much lower cost than AHS; Me: I am OK with this unit Scene 3: UAT: I found leaks in the system that need fix; Me: That's does sound right Scene 4: UAT: Do you have a hose? I need to clean the coil; Me: Finding one for you Scene 5: UAT: "Spraying the coil" and "more"; BTW I need over $700 for 12 lbs of Freon once I got the parts; Me: Why? I am not authorizing to buy the parts Scene 6: UAT: "Some more work", and "I am going to buy the parts", and left the site at 1000 without filling any of the 2 lbs Scene 7: Me: Back from work at 1750; House temp: 87; Compressor fan dead; Call *** for recall; UAT cancel recall and said *** did it; *** said UAT did it Scene 8: Playing phone tags for over 6 hrs... No resolution. And it's all my fault. UAT/*** can not do anything. Really?

Desired Settlement: Bring the A/C to the original state

Business Response:

 United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

July 24, 2015

 

Better Business Bureau

Attn: ****** *******

Homeowner: ****** **

Case #: ********

Dear *** *******:

This letter is in response to the complaint filed by *** ****** ** on July 8, 2015. *** ** states that United Air Temp left his air conditioning unit in inoperable condition and he wants it restored to its previous working condition. The unit was inoperable because it was disconnected while a part was being ordered; however, *** ** 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 *** **’s home warranty company, ******** **** ******, to visit his home about a problem with his air conditioning unit. The technician found that a service valve was leaking and needed to be replaced; the part was ordered and the technician demonstrated to *** ** 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 *** ** was informed of this as well.

After the technician left, *** ** found the unit not working and called ******** **** ****** to have our company revisit his home. It appears there was a misunderstanding about the unit being disconnected, causing *** ** to believe we had simply left the unit inoperable. When *** 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 yet. The visit was canceled, or recalled. It seems there was further miscommunication when *** communicated this recall to *** **.

*** ** states that during the initial visit, he was also told that the system would now require 12 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 contaminated. If this was the case, it was not meant as a firm requirement—it was simply the technician voicing possible outcomes. The 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**** tried to reach *** ** several times using two different phone numbers, but was unsuccessful. He did ultimately reach *** ** via email, apologized for the confusion in communication, and learned that the friend had restored the system to its original state. He wished *** ** well, thanked him for responding, and offered information should the repair become necessary in the future. I believe the order for the part was canceled, and *** **’s unit has been restored to its previous condition.

Sincerely,

 

Robert ** B********

Chief Operating Officer

7/17/2015 Problems with Product/Service
6/22/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a gas operating generator for our residence through United Air Temp during 2012 time-frame for over $13,000.00 and the product has NEVER worked. The generator has had multiple problems since the outset of its installation to include, BAD installation, inappropriate/ illegal installation equipment, the motherboard broken having to be replaced, the battery having problems and needing replacement, failure for weekly test to automatically conduct itself, the new motherboard not being installed correctly, the switch turning on the generator during power outages has failed to work. By recent independent second party inspection during this month, United Air Temp has failed to install the equipment correctly and safely and have denied that they installed the product at all or don't seem to know who they subcontracted to do the work. By further investigation, it has been noted that United Air Temp has falsified their having provided inspection / registry of the generator itself. The company has failed to send appropriate servicing agents to resolve the issue REPEATEDLY throughout the time we have had the generator. On numerous occasions, by the servicing technician's own admission, they did not qualify or knew how to service the generator however were sent anyway to repair and/or diagnose the generator's malfunctioning. When contacting United Air Temp customer Service, the individuals answering the phone argue that they DO NOT install generators. The company has sent emails stating that we would be contacted for resolution, however no call has been made. No resolution has occurred. We have taken multiple days off of work unnecessarily for late and no-showed service appointments made by United Air Temps to correct this problem. We want this resolved ASAP with finality or our money back, period.

Desired Settlement: It is our desire to have the generator fixed WITHOUT ADDITIONAL INCIDENT due to poor install, up to inspection code, independently reinspected by ******** Engineering maker of the generator, compensated for the poor service, time missed from work.

Business Response:

United Air Temp scheduled this repair with the customer on Monday May 18, 2015, one day after the BBB complaint was filed. Master license holder, Richard R********* (who has the certifications from ******) is going to the customer's home to assess the situation from 9:00-11:00 am on Friday, May 29, 2015,

And if needed, fix any remaining problems that the ******** Technician has found. Richard has copies of both original e-mails from ********. Although they describe what ******** found not to “their standards for installation," our generator has 100% passed WSSC inspection and the WSSC tag is still attached to the inside of the generator, certifying that the generator passed their inspection to code. Nevertheless, United Air Temp will still inspect the generator from 9:00-11:00 am on Friday May 29, 2015, to address any concerns that the customer may have. ******** is not the “maker” (manufacturer) of the generator, but merely a ****** Generator distributor.

United Air Temp sincerely desires resolution for the customer on this matter and looks forward to serving them in the future.

 

Bob B********

Chief Operating Officer

 

6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Homeowner purchased an ******** **** ****** Warranty on her residential condominium unit. The HVAC system needs repair, and a Supervisor came to the property. Since May 16 we have awaiting calls, servicing appointments, and now await a part. The company has been excessively slow in answering the phone, leaving me on a recorded message for 10-20 minutes because answering the phone does not appear to be a priority at United Air Temp. This has been going on way too long considering the ownership/payment of an *** Warranty should make this call a "priority" because we pay for this service as a priority.

Desired Settlement: The supervisors at *** need to know that United Air Temp is short staffed, and apparently is unwilling to do anything about adding staff to answer phones. United Air Temp does not seen to understand a priority from a non-priority when it is 90 degrees outside. *** needs to consider finding another HVAC service contractor other than United Air Temp.

Business Response:

 United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

June 8, 2015

 

Better Business Bureau

Attn: ****** *******

Homeowner: ***** ***

Case #: ********

Dear *** *******:

This letter is in response to the complaint filed by **. ***** *** on May 26, 2015. *** *** 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 Temp. The repair in question was completed not only within the stated time frame that *** *** was informed of, but early—and during the hottest May the region has experienced in years. If she had allowed the agreed upon amount of time to pass, there would have been no need for a complaint.

*** *** has a warranty with ******** **** ****** (***), her home warranty company. This warranty entitles her to a prompt initial visit from the contractor *** sends to her home, which in this case was United Air Temp. We visited the tenant’s home on May 19, 2015 and determined that the unit’s compressor had suffered a catastrophic failure and a replacement part would need to be ordered. This was called in to both *** and the property manager for approval. On Friday, May 22, the non covered costs were paid and the paperwork was processed, allowing the part to be ordered. *** *** was informed—both verbally and in print on her invoice—that compressor failures require 7-10 business days to complete the repair once the part is ordered. This time frame is the same for all customers as we have no control over the delivery time necessary; *** ***’s warranty with *** would have no impact on this transaction. Manager Don T**** informed *** *** 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—*** *** filed her complaint with the BBB at 4:07 pm. She then emailed Mr. T**** at 4:11 pm to inform him of her formal complaint; he responded within 30 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 completed. It 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 7-10 day range given.

*** *** received a major repair in half the time we allow for, during the busiest season in our industry and during the hottest May on record. She 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 ******** **** ******. In regards to her statement that she experienced long waits on the phone, we do apologize but would like to remind *** *** that this is our busiest time of the entire year. Although we have hired additional staff to answer phones, there is a limit to what we can handle—which is why Mr. T**** informed her that there was no need for her to call for status updates, and suggested communication via email instead. He responded promptly to every email and in a polite, professional manner.

Sincerely,

Robert ** B********

Chief Operating Officer

5/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a water heater from United air temp which was installed about a week after we purchased it. Two weeks after it was installed, the unit failed and we had to have them come out a number of times to attempt to fix the issue. All the while, they were claiming that it was not their fault and eventually, we can rent them to replace the entire water heater. Not even a week after the second unit was installed, it failed as well. After contacting them numerous times and having a number of people coming out to the house and blaming the issue on somebody else's work, they finally fixed the issue. Or so we thought. Now, two weeks later, the unit failed again and we are out of hot water. Last time, we were 6 1/2 days without hot water before they actually did something for us and fixed it. We refused to use this company ever again, and their lack of customer service and skills/knowledge in the field in which they supposedly excel, is terrifying. The runaround we have gotten from them each and every time that we have called them and trying to get somebody of theirs out to fix the problem (repeatedly) has led us to vowed to never use their company ever again.

Desired Settlement: What we would like them to do, is to remove the water heater completely, and provide us with a full refund, as they have yet to be able to deliver it working product.

Business Response: We have been in contact with the customer and have addressed his concerns. In fact he has stated that he will Retract the complaint tonight.


We at United Air Temp appreciate his business and look forward to serving in the future.

Bob B********
Chief Operating Officer



Consumer Response: [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.]

Better Business Bureau:

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

Regards,

******* *********

Consumer Response: From: BBB of Metro Washington DC<info@mybbb.org>
Date: Tue, May 19, 2015 at 9:36 AM
Subject: Fwd: update on complaint #********
To: ****** ******* <********@mybbb.org>


---------- Forwarded message ----------
From: ******* ********* <***************************>
Date: Tue, May 19, 2015 at 7:32 AM
Subject: update on complaint #********
To: "info@mybbb.org" <info@mybbb.org>


Update on complaint #********: United Air Temp for user clifton.castleman@gmail.com...

UPDATE (Issue RESOLVED):

After speaking with the manager of UAT, they finally came out and fixed it and I now even have the personal cell phone numbers of the manager and his top technician. The company has also agreed to reimburse us for the $320 that we had to spend to hire a third party to come out and correct the issue. They have since followed up and been out to the house several times to check on us and make sure everything is working alright. :-)


This issue is now closed and has been resolved, but there's nowhere to state that online.

Thanks!

4/7/2015 Problems with Product/Service
3/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2012 ******** **** ****** (***) replaced our furnace for a new one through United Air Temp (UAT) VA contract's license #**** ******. Every year since *** recommended that UAT conduct a maintenance service our new furnace. We haven't had any problems since. On 2/16/15, through ***, we had a maintenance service of the furnace by UAT Technician Chris G******. Upon completion of service (invoice # *******, WO # *******), Tech G****** kept recommending UAT's maintenance service plan in addition to ***' plan in which we declined. On the evening of 3/2/15, we woke up because it was freezing in the house and realized the furnace gas burners were not lit and blowing cold air. We were so concerned because we have a 10 year old daughter and 5 year old son who has asthma and recently recovered from pneumonia. Throughout the night we had below freezing temperatures. We called *** and told them the furnace UAT serviced in 2/16/15 suddenly was not working. UAT called us and stated they dispatched a Tech and while waiting, we tried to buy portable heaters out of concern of the welfare of our children. UAT Tech G****** appeared 3/3/15 late in the afternoon and stated there was debris in the vent of the furnace leading to the roof but could not provide the proof of debris except for calcification? Tech G****** fixed the furnace and insisted on a deductible of $75.00 because it wasn't a recall but a service call, we paid because we just needed the heat on for our kids. That evening on 3/3/15, the furnace stopped blowing hot air again and the temperature in the house dropped again while it was below freezing outside. On the morning of 3/4/15 (today), we called *** and informed them about UAT's incompetence and not to send Tech G****** or recommended to have a different company fix our furnace but *** stated there is no other company other than UAT that could fix it for this day. To make things worst, UAT stated Tech G****** is the only Tech on call! There is a winter warning again for 3/5/15 (tomorrow), so we had no choice but to have Tech Gabriel again. Tech Gabriel appeared in the afternoon, stated a starter needs to be replaced but replaced it with an item that was not brand new but from his extra scrap items. Tech Gabriel replaced the starter and left at 3:30 pm today. At 9:30 pm today, when the temperature dropped, the furnace turned on but the gas burners failed to light up again was blowing cold air. We are in the middle of calling *** and has been waiting for more than an hour on the phone because we are concerned about the winter freeze warning for tomorrow morning (3/5/15). We have purchased portable heaters to supplement the fire place that has been running non stop for the past couple of days. Temperatures are dropping outside, schools are closed and we are concerned about the safety and security of our children whom one is a special needs child that will be staying in a cold house again.

Desired Settlement: We want our furnace to be fixed by a competent Tech, preferably a supervisor immediately due to the weather and the welfare of our kids. We want a refund of $75.00 from UAT that we were told to pay on 3/3/15. We want the $49.99 yearly maintenance fee we paid UAT on 2/16/15. Our furnace is brand new and have never had any issues in the past until Tech Gabriel performed the yearly maintenance on it, which is highly questionable. Any replacement items in our furnace should be replaced by brand new items (equipment) without cost to us and not to use extra scrap materials from other furnaces. We are also expecting a higher electric bill due to four portable heaters we are using to compensate for the furnace not working, this needs to be mitigated on how we are going to afford this bill.

Business Response:

 United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

March 17, 2015

Better Business Bureau

Attn: ****** *******

Homeowner: **** ****** ******

Case #: ********

Dear *** *******:

This letter is in response to the complaint filed by *** **** ****** on March 5, 2015. *** ****** had been requesting financial compensation for the costs of space heaters and an anticipated higher electric bill due to a repair that has not yet been completed by our company, and for a supervisor to visit her home to complete that repair. Before United Air Temp even became aware of this complaint, a service manager had indeed visited the home and completed the repair to *** ******’s satisfaction; she has since informed the service manager that she is no longer seeking any refunds and has also offered to retract her complaint.

United Air Temp apologizes to *** ****** for the inconvenience she and her family experienced; we are sorry that we were not able to resolve the situation more quickly. If she has any concerns in the future, we ask that she contact service manager Hector L**** directly at ###-###-####. He is familiar with the system in *** ******’s home and would be happy to continue working with her. We appreciate *** ******’s offer to retract her complaint and would like her to know that she is a valued customer.

Sincerely,

Robert *. B********

Chief Operating Officer

3/3/2015 Problems with Product/Service
3/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: November 10th I called ******** **** ****** for a service call on my furnace; it wasn't heating. United Air Temp came out on the 12th and proceeded to tell me that my furnace needed to be replaced. But they didn't convey that to ***. They told them that I needed a part that was to be ordered and that's when it started. We went from them ordering part after part, to them putting in those parts and then saying that other parts had to be ordered. The final part was put in and that evening, our furnace caught on fire. My husband and son put the fire out and they returned the next day to see what went wrong. They fixed it so they said after 5 more days of waiting for more parts. Then I asked for a master technician to come and check it and *** sent a tech from another company, at my request. This guy promptly turned it off and said that we more than likely had a carbon monoxide leakage issue. I reported it and United Air sent their master tech out and he fixed it and then it did work. That was right before Christmas, December 15th. Today, I have no heat. It will not turn on at all. Along with the fact that I have children, it is cold and we've been told that my oldest son was possibly exposed to carbon monoxide. I want the furnace replaced with a new one and I want this company to understand that their work practices are not tolerated.

Desired Settlement: I want the furnace replaced with a brand new furnace and I want this company to understand that their work practices are not tolerated. I also want a 2 year service contract on the entire furnace and its inner workings. I don't want to have to pay for anything if it breaks or something goes wrong with it.

Business Response:

 United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

February 13, 2015

Better Business Bureau

Attn: ***** *****

Homeowner: **** ******

Case #: ********

Dear *** *****:

This letter is in response to the complaint filed by **. **** ****** on January 31, 2015. *** ****** is requesting that the furnace United Air Temp serviced be replaced with a new furnace because we were unable to satisfactorily repair it. On the day we received notice of this complaint I also learned that *** ******’s home warranty company had authorized another contractor to replace her furnace, which would fulfill her request.

United Air Temp was contracted by *** ******’s home warranty company, ******** **** ******, to repair her furnace. Because of the advanced age of the system, parts were hard to locate and took longer to receive than is typical; we also experienced several complications along the way that further delayed the repair and inconvenienced the ****** family. Unfortunately, it is the home warranty company’s determination, rather than ours, as to whether a system should be repaired or replaced; at this time we were not authorized to replace the system and tried to continue with the repair.

I understand that ******** **** ****** has transferred *** ******’s service to another contractor, and the determination is now to replace the system rather than continue attempting to repair it. Once such a transfer has occurred we no longer have any further involvement in the service; *** ****** will be cared for by her home warranty company and the new contractor. We sincerely apologize for the inconvenience and aggravation that  *** ****** experienced and are pleased that she will be receiving the new furnace she has requested.

Sincerely,

Robert *. B********

Chief Operating Officer

2/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was called by this company to get my furnace checked for the winter season . It was a $69 dollar special. The man came and checked out the furnace. He say that a Pipe was leaking and then he said I should get it fixed. At the time I agree. He then had me sign a credit card slip for the cost of the pipe and service to install. I talked to a friend and he told me unless they quar tee the work I should leave it alone. I called them back and canceled the service with in 24 hours. They said the pipe had not been ordered and that they would adjust the bill and I would pay for the original call $69. I am writing this complaint because my credit card company sent me a bill and them disputing the charges that I said did not happen on my credit card.I hope my credit card company will said no to all of the charges. I am reporting them because this is not something you do to customers and there needs to be a record that they have done this if this happens again.

Desired Settlement: I want them to take away the charges that they put on my credit card.

Business Response:

 United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

January 30, 2015

Better Business Bureau

Attn: ***** *****

Homeowner: ***** *****

Case #: ********

Dear Ms. *****:

This letter is in response to the complaint filed by Ms. ***** ***** on January 17, 2015. Ms. ***** is requesting that money she pre-paid for an order she subsequently cancelled be refunded. The money that Ms. ***** is due was already refunded several months ago on October 20, 2014.

A technician from United Air Temp visited Ms. *****’s home on October 3, 2014 to perform a routine “clean and check” service, but needed a diagnostic and the customer was charged $147.00 for it. Problems 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, $147.00 for the diagnostic, and $713.95 for pre-paid parts.

Within 24 hours, Ms. ***** opted to cancel the repair, as is her uncontested right. We canceled the order for the parts and agreed to refund her the full amount of that expense. The refund was processed and on October 20, 2014, the amount of $713.95 was credited back to her credit card account.

I’m not entirely sure if Ms. ***** is suggesting in this complaint that she received no refund, or that she did not receive the full $860.98. 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 credited. Our administration office will be happy to assist if necessary; they can be reached at###-###-####.

However, if Ms. ***** 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 R. B********

Chief Operating Officer

2/13/2015 Problems with Product/Service
12/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The technician stated that the heat exchanger was cracked, he then notified his supervisor who came out and verified that it was cracked. I notified my home warranty company, who in turn sent out an independent contractor to verify if repairs are needed. The independent contractor did not find any signs of the heat exchanger being cracked. Further I realized that if the heat exchanger was cracked the initial technician should have rendered the furnace as inoperable. Lock Out Tag Out until repaired. Further the technician stated that it appeared that the other heat exchanger appeared to be cracked but could not confirm. How is it that you can confirm one but not the other? But still no Lock Out Tag Out.

Desired Settlement: Refund of service charges and charges for additional service contractor

Business Response:

 United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

November 23, 2014

Better Business Bureau

Attn: ***** *****

Homeowner: ***** ******

Case #: ********

Dear *** *****:

This letter is in response to the complaint filed by **. ***** ****** on October 28, 2014. *** ****** 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 *** ****** 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 *** ******’s home to check both of the home’s furnaces. He discovered that the downstairs heat exchanger was cracked, and called his supervisor to come to the home to confirm this finding. Service Manager Craig B********* 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 yet. This 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 home. Our technician shut the system off and advised *** ****** not to use it; however, we did not disable the system. There 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.

*** ******’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 *** ****** to believe that our diagnosis was incorrect. He 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 other. While 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 immediately. We 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 exchangers. Many 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 built-in second 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 *** ****** 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 customer. This is not a special offer made to *** ******; this is our standing policy.

United Air Temp does not feel *** ****** is entitled to a refund for any services provided. However, we would be more than happy to continue to honor the offers outlined above until the end of 2014. *** ****** can reach Mr. B********* directly at ###-###-#### if he would like to make arrangements to have United Air Temp revisit his home.

Sincerely,

Robert *. B********

Chief Operating Officer

10/31/2014 Problems with Product/Service
10/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: United Air Temp was dispatched to our home by our home warranty company for an air conditioning repair; the technician came to our home, serviced the air conditioning system and left. After the technicians departure; I discovered the air conditioning was still not working properly, in fact the system began to make a loud annoying sound. United Air Temp made five service calls to my home; they said they serviced and repaired the air conditioning system, however the system still did not work properly.At one paint during this three week visitation from United Air Temp; one of the company managers made a visit to my home, his visit was an attempt to advise and sell me a new air conditioning system. This company told me many excuses why the repairs were not properly completed; but once I showed no interest in purchasing a new system from this company, the service only got worst. The manager hung up during a call my husband placed inquiring the service calls, this company conducts business very unprofessionally. To add insult to injury; the company sent billing statement to me containing falsified information I had another company come to my home and properly repair the air condition system; the system now functions properly.

Desired Settlement: A written statement of apology

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

October 10, 2014

Better Business Bureau

Attn: ***** *****

Homeowner: ***** *******

Case #: ********

Dear *** *****:

This letter is in response to the complaint filed by **. ***** ******* on 8/28/14. **. ******* is demanding that a written statement of apology by provided by United Air Temp for service issues she and her husband are unhappy with.  We do not feel the ******* family is entitled to an apology of any kind. They were verbally abusive to our technician and manager to the extent that we ultimately requested to their home warranty company that they send a different contractor to continue future work in their home. We will not accept such mistreatment of our employees, even if it means forfeiting business.

On August 6, 2014, United Air Temp was contracted by the *******’s home warranty company, ******** **** ****** (***), to visit the home for a “no A/C” call. Our technician found nothing wrong on this visit. Even if a problem does exist, this can happen if the issue is intermittent; it is comparable to bringing one’s car in because it is making a suspicious noise that the mechanic cannot duplicate during the service. The *******’s home warranty contract requires them to pay a one-time deductible and a service fee for the visit; however, the *******’s refused to pay because the issue had not been resolved. I understand their frustration, but this is part of their agreement with ***. It should also be noted that the warranty offers built-in protection for the customer; if the contractor returns to the home for the same issue (as is often the case with intermittent problems), no additional service fees are charged. These fees were eventually paid, but with resistance.

The next day on August 7th, we were called to the home again. Our technician discovered that the fan motor had stopped running due to a bad capacitor. He replaced the capacitor and the system was running within specifications.

On August 13th, we returned to the home again; this time the fan motor had died, due to the additional strain placed on it earlier from the bad capacitor. The motor could not have been replaced at the earlier visit, as the *** warranty prohibits us from replacing parts that have not failed. As the failure occurred later, we were only able to address this repair now. We did not have the necessary replacement part in stock, and it was ordered.

On August 19th, we returned to the home to install the new motor. The technician had difficulty confirming the repair, and called manager Brian J**** to assist him. Mr. J**** arrived that evening and resolved the issue. While he was present, he suggested that he review the entire system as a courtesy. He discovered that the system was low on refrigerant. Because of the late hour, the customer agreed that he should return another day to add the refrigerant.

On August 22nd, the technician returned to the home to perform a leak test on the system to determine the amount of refrigerant needed. When the *******’s were informed that their warranty only covered $10 of every pound of refrigerant needed and that they would be responsible for the balance, **Mr. ******* became verbally abusive to the technician and refused to pay for the refrigerant. He spoke to Mr. J**** by phone and was verbally abusive to him as well. Mr. J**** explained that these were the terms of the customer’s home warranty and that the issue should be discussed directly with ***. **. ******* and Mr. J**** then began a three-way conference call with a representative at ***, during which **. ******* continued to be very verbally abusive. **. J**** voiced that he was leaving the call to allow the customer and *** to discuss the specific terms of the warranty, said goodbye, and hung up. **. ******* refers to this action in her complaint as United Air Temp “hanging up” on her husband; this was not the case. Mr. J****’s appropriately exited the conference call when his presence was no longer needed. It is *** policy to record all phone calls, and the call can be reviewed if necessary.

Although our technician completed the actual repair, he ended up leaving the home without adding the refrigerant. This violates our policy but was unavoidable, due to the customer’s refusal to pay and the verbal abuse that the technician was subjected to by the *******’s and their son. The invoice for this visit includes this information. Mr. J**** later contacted *** and requested that another contractor be sent to continue any work with the ******* family, including the addition of the refrigerant.

**. ******* is offended by the comments included on the statement and demand that they be removed; she indicated to Mr. J**** that not changing the invoice would hurt her husband at work. We will not make any changes to the invoice; the comments are included for our protection to document the chain of events as they occurred. I do not believe the ******* family is entitled to an apology from our company and will not be offering one. All three members were rude and verbally abusive to both our technician and our manager during home visits and phone conversations to the extent that we had to formally notify *** that our company would no longer accept the *******’s as customers. If the *******’s disagree, I would be more than happy to request that *** pull the recorded conference call and make it a part of the public record as well.

Sincerely,

Robert *. B********

Chief Operating Officer

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a home warranty contract with *** (******* **** ******). Our A/C unit was not working, thus a technician from United Air Temps came out to diagnose the problem, and said that the blower motor on our furnace was broken. Later the same day he sent his manager Jason to our house. Jason sold me an ******** ******** Furnace for an additional cost of $2382 over & above what *** paid him for installation. He tried to talk me into buying an A/C unit too at the same time for approx another $5000, which I refused. On the day of the install, my daughter took a day off to stay home to get the job done. When I arrived home, I saw that United Air Temps technicians were installing a ***** system in our house. Even the filter racks on the system were way too large to fit in our utility room. I asked them to stop the installation and tried calling Jason but he was not available. Spoke to another supervisor at United Air Temp was told that it was ok for his men to return and that they would resolve this matter another day. To date the install is incomplete. We had to live without air conditioner for most of the summer. Several attempts to resolve this matter with United Air Temps have failed.

Desired Settlement: Either the company installs the ******** ******** furnace that they sold me or I need a complete refund of the $2382 that I paid them on my ******** ******* Card and an additional $800 for my cash out option from ***. The same system is going to cost me $2382, plus $800 with another vendor. I'd appreciate your help in resolving this matter ASAP so come inclement weather we do not have to live without heating too.

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

October 3, 2014

Better Business Bureau

Attn: ***** *****

Homeowner: ***** *******

Case #: ********

Dear *** *****:

This letter is in response to the complaint filed by Ms. ***** ******* on September 22, 2014. *** ******* believes that United Air Temp sold her a specific model of furnace as part of her warranty-covered repair but then installed a different model, and is requesting that we either switch the installed furnace for the preferred model or refund her money plus an additional $800. United Air Temp has already explained to *** ******* that under her warranty coverage, she is only entitled to the furnace that was installed; we have also offered to remove the system from her home and refund all of her expenses, but she has so far refused.

United Air Temp was contracted by *** *******’s home warranty company, ******** **** ******, to visit the home for a “no A/C” call in June. The technician found a cracked heat exchanger, and service manager Jason L******** came to the home to discuss furnace replacement options with *** *******. Under her home warranty coverage, a comparable replacement furnace and its installation would be covered expenses, but there would be several non-covered expenses that *** ******* would be responsible for. These included items such as the disposal of the old unit, parts to bring the new furnace up to code, and duct work modification. It was made clear to *** ******* at the time, both by Mr. L******** and by the *** representative that spoke to her over the phone during that visit, that the brand name of the replacement furnace could not be determined yet or guaranteed. This phone conversation was likely recorded by ***.

Mr. L******** also gave the customer two additional options; one allowed her to upgrade and choose the specific furnace of her preference, and the other allowed her to take a “cash out” from *** instead of the replacement furnace, and use that money toward her own purchase. When *** ******* learned she could not request the specific brand of furnace she preferred under her warranty, she opted for the cash out. 

A week later, *** ******* contacted Mr. L******** and informed him that after learning of the cash out amount she would be given, she had changed her mind and decided to go forward with the furnace replacement. She told Mr. L******** she did not want to upgrade, and in fact asked if the non-covered expenses, totaling $2,382.00, could be reduced. We made the installation arrangements and an invoice was created that reflected the specifications of the replacement furnace, but no brand name.

On the day of the installation, *** ******* halted work on the new furnace after 90% of the job had been completed, stating that she had purchased an ******** ******** furnace and we were not installing the correct furnace. Our installers were told to leave. Mr. L******** contacted the customer by phone and tried to explain that her statement was not accurate, but she refused to listen, threatened to call *** and her credit card company, and hung up on Mr. L********.

Mr. L******** has contacted the customer several times since then and has made two generous offers; the first was to have the installers return to her home at no additional cost to complete the installation, and the second was to remove the equipment from her home and refund her entire cost of $2,382.00 for the non-covered expenses. *** ******* has rejected both offers.

*** ******* is now requesting that we not only refund the $2,382.00, but also the $800 that *** offered her as her cash out. We have made repeated offers to refund the first amount to *** ******* and are still willing to do so; however, the cash out amount must come from ***, not United Air Temp. She must contact *** to discuss receiving this amount from them.  

********** has been made two offers that we continue to stand by; she needs only to notify us of which she would prefer to pursue. The delay in resolving this issue is due to the customer’s refusal to select one option. She is not entitled to receive an ******** ******** furnace unless she purchases one through her upgrade option. She is mistaken if she believes she has already purchased this, and has already been informed by both our company and her home warranty company that there is no “brand matching” when replacing a furnace covered by the warranty.  She is also not entitled to a refund of $800 from United Air Temp, as the cash out is a warranty issue between *** ******* and ***.  We suggest she contact them directly to discuss this matter.

*** ******* can contact Mr. L******** directly at ###-###-#### to inform him of her decision. Until then, there is no more that we can do or offer.

Sincerely,

Robert *. B********

Chief Operating Officer

10/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The Tech #**** wasted us 6 hours, still cannot fix the problem. My AC stays the same. He said he was sorry but he cannot do anything. He charged me $55. I paid $55 and received the ZERO balance letter ( the letter is available if needed). Then the company came back more than 1 month later asking for another $75.

Desired Settlement: Stand by the zero balance letter. Adjust the billing.

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

September 17, 2014

Better Business Bureau

Attn: ***** *****

Homeowner: ******* ***

Case #: ********

Dear *** *****:

This letter is in response to the complaint filed by **. ******* *** on September 3, 2014. *** *** states that United Air Temp is charging her a $75 fee that she is not responsible for; she believes her balance due to be zero and wants us to honor that amount. Unfortunately, *** *** has misunderstood the terms of her home warranty contract with ******** **** ******, and is indeed responsible for the additional $75.

United Air Temp was contracted by *** ***’s home warranty company, ******** **** ******, to visit the home on July 30, 2014 for a “no A/C” call. The technician arrived at the home at 6:05 pm; he added one pound of refrigerant to one of the two air conditioning units he looked at, but was unable to detect any further problem with the units that would result in inadequate cooling. He spoke to Manager Jason L******** by phone to discuss this concern, and Mr. L******** decided to send a senior technician the following day to assess the problem. *** *** was financially responsible for two costs—a one-time $75 deductible for her home warranty, and a $55 fee for the refrigerant (after the discount from her home warranty.) *** *** refused to pay either fee until the problem had been resolved and the technician agreed to wait until the senior technician arrived the following day. The technician completed the call at 8:02 pm and spent a total of 1 hour and 16 minutes at the home, including time spent on phone calls to both his manager and to ******** **** ******.

On July 31st, a senior technician visited *** ***’s home, located the issue, and completed the repair. He spent a total of 45 minutes in the home. *** *** agreed to pay the $55 cost for the refrigerant added the day before, but still refused to pay the $75 deductible. It should be noted that this fee would only be charged once and would cover all future visits scheduled through ******** **** ****** for this issue, and *** *** was made aware of this. *** *** has an invoice that indicates a zero balance because the $55 was owed to United Air Temp and was paid in full; the $75 is owed to ******** **** ****** and is being billed by them, through our company, who was the contractor.

The terms of *** ***’s home warranty state that she is responsible for a one-time $75 deductible when she makes use of her warranty; this fee had not yet been paid and therefore was due after this service visit was completed.  Mr. L******** tried to explain these terms to the customer on September 2nd in a phone conversation, but *** *** hung up on him. If *** *** truly believes she should not have to pay her $75 deductible, she should take this issue up directly with her home warranty company; United Air Temp is not the right party to address. As the contractor, we are required to collect this amount from the customer for the services we rendered. *** *** is still responsible for this amount.

Additionally, *** *** states in her complaint that we “wasted 6 hours” of her time; I am unsure of how she is arriving at this number, as our total time spent by our technicians at her home is only 2 hours and 1 minute.

Sincerely,

Robert *. B********

Chief Operating Officer

Consumer Response: [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: ********

I am rejecting this response because:


1. United Air sent incompetent technicians to my home 2 time on July 30th and July 31st, roughly from 4:30pm to 7:00pm on each day. They cannot decide what was wrong. Without a proper diagnosis of the issue, they put in the refrigerant to try their luck. Well, problem persisted...

2. The technicians then started to read the manufacturer's instruction manual of the AC unit, still could NOT have a diagnosis of the problem...

3. Eventually, they told me "I am sorry, but I can't do anything to solve it..."  "If you pay me the cost of the refrigerant, we will be out of here..."

4. I said "You need to give me a receipt of ZERO Balance to take this check payment, so I will have something in writing..."

5. He gave me the receipt. Please see the attachment.

6. Everything was good, till they cashed my check, then came back for more...

Regards,

******* ***








Business Response:

October 3, 2014

Dear *** *****:
This letter is in response to the rejection filed by *** ******* ***. *** *** continues to state that United Air Temp is charging her $75 that she does not owe our company. Our position remains the same; while we agree that she does not owe this money to United Air Temp, the $75 is owed to her home warranty company, ******** **** ******. They are the business that is billing her.
As stated in our earlier letter, United Air Temp was contracted by ******** **** ****** (***) to come to *** ***’s home and serviced her air conditioning unit; this service included adding refrigerant to the system. When the repair was completed on July 31st, *** *** was responsible for two costs—a one-time $75 deductible to ***, and the non-covered cost of $55 for the refrigerant to United Air Temp. *** *** paid the $55 to our company and was given a bill indicating a zero balance. There is no argument there.
However, *** *** refused to pay the deductible required by ***. Because she refused to make the payment when we tried to collect this amount at the time of service, she is now receiving bills directly from *** demanding the payment of $75, but misinterpreting them to have been sent by United Air Temp. It is possible that our name is mentioned on the bill because we were the contractor, but these bills are not from our company and the payment will not come to us. We are no longer involved at all. *** *** simply owes $75 to ******** **** ****** for her home warranty deductible.
If *** *** still believes she is not responsible for this amount, she should contact *** directly and discuss the matter with them. We are not the right party to address, and it is unfair to accuse us of wrongdoing. We have serviced *** ***’s system properly and billed her correctly.
Sincerely,
Robert *. B

Chief Operating Officer

Consumer Response: [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: ********

I am rejecting this response because:

I called ******** **** ****** (***) and was told *** was simply forwarding United Air Temp's request/bill for the $75 to me. I was further told that $75 was strictly between the United Air Temp and the home owner. *** does not receive or benefit 1 cent from this $75. If United Air Temp has put down in writing they do not qualify for the $75, they should not further try to pursue this through another door again.

Since United Air Temp clearly stated in their last response that I do not owe them $75, please respond/state
unequivocally that United Air Temp will NO LONGER ask *** to forward this $75 bill to me-- in other words, this matter is closed and no money is owed in anyway to Unite Air temp. *** clearly told me they only forwarded the $75 bill because United Air Temp wanted it.

Regards,

******* ***








10/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: August 20, 2014 Don T**** Branch Manager UNITED AIR TEMP ******* **** ***********, VA ***** I am in a state of irritation and anger over the defective ******** ******** Product, I am fuming, and did express my dissatisfaction to the technician Michael, I am sure he will fill you in with all the details in his report as to what has transpired today Wednesday August 20, 2014, I am appalled by what I have witness today, the evaporator coil was filthy, considering it was on for only 10 days!, it looks like is been used before, even after Michael cleaned the Coil it was still dirty, and to my dismay the coil is damage by several screws, I am attaching several pictures, it is clear that United Air has sold me a “LEMON”. This ongoing problem is beyond remedy. At this point to solve this ongoing conflict United Air Temp, has two options, 1.- I demand that a new unit be installed properly and professionally, and I will need to see the unit before replacing the defective one, and 2 just return my money back and take your defective equipment, so I could start shopping around before winter arrives. My faith or belief that United Air will act in a right, proper and effective matter to find a solution to this unfortunate matter by the options I have state above. Dear Don: We are at this junction because UAT botched up the installation thoroughly from the start, I did not ask for this headache, UAT created this matter. We spend $ 5,700.00 and that is not small change, is ******** ******** refusing to replace the damage coil?, well when you buy a new car it should not have any dents or screws going on all directions, correct? While that would not affect the functionality of the car but you would not buy the car in such a condition would you? .Same issue with the NEW air handler, I had a home comfort consultant to inspect the air handler and in his years of experience in the business he has never seen a bran new evaporator coil so damage by the screws, poorly manufactured and so filthy, he also pointed out several observations about the air handler installation, and the return plenum. Cleaning a NEW evaporator coil? It is not reasonable, the unit was on July 31, until August 6, was off during our trip to Florida, we turned back on Sunday the 17, Monday the 18 Kevin discover a malfunction part, Wednesday 20 Michael delivered a filter that does not fit again and took pictures of the coil. Friday the 22 Kevin was back to make some adjustments. The system was on for 9 days total till August 20. The condition of the coil is typical of neglected failure to replace air filter, and that is not the case in this matter. I put my hands inside my previous return plenum for one reason only, and that was for cleaning, and the finish and design was far superior from what I have right now so clumsy, poor piece of work with sharp edges, a true hazard an unavoidable danger to cut myself when cleaning in the future. Finally nothing I requested so far is beyond boundaries of reasonableness, when you purchase any item you return the same for a number of reasons to get you money back, correct?, Here we have a very serious issues and a lot of money pay, all we want is a new air handler and a return plenum, or our money back, clearly it should be replace with the gold ** **************. It is of great importance that United Air Temp make an effort at resolving this matter , by informing me ASAP whether you are going to replace the air handler or give me my money back. United Air Temp has stated that it will not replace the defective air handler nor will return my money. I would like to show you pictures but I do not see a link to upload them about this defective product and botched installation all the way around.

Desired Settlement: All I want is for United Air Temp to replace the Air handler or just give me my money back.

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

September 17, 2014

Better Business Bureau

Attn: ***** *****

Homeowner: ****** *******

Case #: ******** (note ***** ***** says please respond to this one only) 

Dear *** *****:

This letter is in response to the complaint filed by **. ****** ******* on September 1, 2014 (please note that *** ******* filed a second complaint about the same issues on September 5, 2014, case # ********.) *** ******* 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 unit. We have tried communicating with *** ******* 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 *** ******* is entitled to either a refund or a replacement. However, we have offered on several occasions to work with him on some of his lesser grievances. He has rejected all offers and insists on only the refund or replacement.

Earlier this year, United Air Temp installed in *** *******’s home an air conditioning unit with an electronic furnace air handler inside. *** ******* has since accumulated multiple grievances, which are identified as follows:

1)       *** ******* 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 quality. While United Air Temp did run the system for a short time without the filter while testing the unit, this is not significant. The dirt accumulation would also be minor for this length of time. Despite this fact, we have offered to come out and clean the system at no cost to *** ******* several times; he has either not responded or rejected the offer outright, stating he will only accept a full refund or full replacement.

2)       *** ******* 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 this. He forwarded a photo of this mounting screw to us; we in turn forwarded it to our manufacturer’s representative, *****, at ************ ****** for their opinion. To ensure an accurate answer for the customer, ***** forwarded the photo to a product specialist with the actual manufacturer, **** at ******** ********. Both felt the request was unreasonable; ******** ********’s response stated, “This is a normal production occurrence on this model family. The screw isn’t creating any damage to the unit.”  *** ******* 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 information. There 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)       *** ******* states that the line set (the copper piping that runs between the outdoor and indoor sections of the system) is too small. Manager Don T**** himself took photos of this at the customer’s insistence, and once again forwarded them to ***** at ************ ****** 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 2 elbows. The 5/8 and 5/16 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 *** *******’s system, and does not need any further attention.

4)       *** ******* 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 factory. These boxes are often built in the field, as the installers will not know the exact dimensions needed until they are actually installing the air handler. This results in a more customized job. Please note that the sharp edges *** ******* is referring to are on the inside of the box; this box is not designed for the homeowner to disassemble and place their hands inside. Despite 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)       *** ******* is unhappy with the location of a return grill on the air box and would like it relocated to a different spot. This 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 refused. It should be noted that if the grill is relocated, we will have to patch the air box with a piece of sheet metal, which *** ******* may find even more displeasing.

6)       *** ******* wants a tight-fitting filter with a cover for his unit; we have, on several occasions, already offered to provide this. *** ******* has never accepted the offer but instead continues to reject it and demand a full refund instead. At 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.

*** *******’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 either. We have gone out of our way to contact people outside of our own company to evaluate *** *******’s requests, and all parties involved—United Air Temp, ************ ******, and American Standard—all agree that the equipment and the installation of the parts in question are all fine.  As to *** *******’s other complaints, we have attempted several times to offer solutions, all of which are again above and beyond a standard installation. He 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 *** ******* 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  *** ******* under:

1)       Any future communication about any of these issues must go through me only; there will be no further contact with Mr. T**** or any other United Air Temp employees, as well as anyone at either ************ ****** or American Standard. *** ******* should contact me directly at BB********@UnitedAirTemp.com.  I will only communicate via email, as this will create accurate documentation of our conversations, should they be needed in the future. Of course, if *** ******* 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 ************ ******. We will also not replace the coil because this has been approved by ******** ********. 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 Mr. T**** 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, *** ******* must respond to me via email that he is accepting any or all of the four offers being extended. No action will be taken until this reply is received so that documentation is created. Once 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 complaint. Should mechanical problems arise in the future, these would be covered by *** *******’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 *** ******* upon my return.

Sincerely,

Robert *. B********

Chief Operating Officer

Consumer Response: [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: ********

I am rejecting this response because:

***** *****

The better Business Bureau

Let me start by saying that United Air Temp, robbed my hard earn money by selling a defective product and botched installation, this low end product for which I was over charge, $ 5,700,00 with discount of $ 300.00 and a supposed credit of $ 1,500.00 was over value at $ 7,500.00, After my nightmare started with United Air Temp , I was given free estimate by several HVAC company’s for a similar characteristic,13 **** Ac and air handler with 20K heat strip , new line set, new air box at $ 3,000.00, and a performance series above and better , 16 ****  AC and 16 **** Air handler  with variable speed, new air box done at the shop not onsite, new lineset, for only $4,000.00 (carrier), and $ 5,500.00 for a 16 **** ******** ******** GOLD series, complete with a touch screen thermostat, new line set, new air box, and five year labor warranty.

The numerous issues I am unhappy and 100% dissatisfied with, were creating by Unite Air Temp poor workmanship and lack of accountability for a botched installation, my only mistake was hiring United Air Temp, what did I do to create these issues that I am not happy with? Nothing! United Air Temp is responsible for this entire nightmare. United Air Temp had executed a magnificent ploy to deceive me from the very beginning.

Mr. B. B********, is so far from the true, he is deceptive when he states, “We have tried to communicating with *** ******* several times to explain that United Air Temp, the distributor and the manufacturer of the equipment all feel these request are unreasonable” , Only United Air Temp believes it is unreasonable, I was NEVER communicate about the distributor or the manufacturer position until Mr. B********’s response to the BBB, then again look at their complaints with the BBB for products and services 54, before me, I am victim number 55 United Air Temp has a serious deceit pattern of business behavior, and United Air Temp has a scripted response to all complaints, look at the key works that United Air Temp uses: Not entitled to either a refund or a replacement, an unreasonable.

Mr. B******** indicates “earlier this year”, no, no no , the defective product was poorly installed on July 31,2014, and I had a number of issues from day one. The unit was NOT momentarily run for a short time, another deception by Mr. B********, the unit was run for about 60 minutes, and when Frank and William were leaving I notice the unit running with no air filter, I inquire about it to Frank, and he replied if I have pay for one, I was shocked that they were going to leave  the unit running with no air filter, Frank then stated that he may have one  in his truck, he had one but was too small, I objected, I then called Mr. T**** and he indicated that he will order two of the correct size, on August 20, 2014 the new filter was deliver by Unite Air Temp staff, Michael, and did not fit either, and this is the date I notice several screws damaging the evaporator coil and was so filthy, beyond believe. Apparently Mr. B********  has not seen the pictures, since he affirms that the dirt accumulation is MINOR, my lord! Another deceptive statement.

Clean the system at no charge!  After 10 days of use, is simple preposterous, I have responded to all communications with United Air Temp, Mr. B******** is again deceptive, United Air Temp is intending to make  believe something that is not true. I have all evidence about my communications with United Air Temp and yes I said from the start replace it or give my money back, after they refuse to either do one or the other, I file a complaint and dispute the charge with my credit  card company, to get my money back. I paid for  a new product and as such I want a product free of defects, after all one does not buy a new car with dents and screws going on all directions, the car runs, but you would not take home a car with dents and screws on the radiator, huh?

The mounting screws, not one, several, IS NOT OUT OF LINE, like MR. B******** indicates, the screws are actually damaging the evaporator coil. Mr. B******** fails to state that the line set was NEVER replace, United Air Temp used the old line set design for *-**, not for ******, ******, runs at a higher pressure therefore needs a new line set accord to specifications, not doing so, the life of the compressor is being cut short, and the performance is poor, I have communicated all this facts to United Air Temp, they just neglected to follow proper procedure all the way around, and have ignored critical issues.

The air box facts, United Air Temp staff Frank and William, about to leave my property on July 31, 2014, when I notice that Frank, DID NOT installed a return on the basement,(they were running the system all this time) I question him about it, and I said that I had one already with my old system, and  he said that I did not have any supply vents on that part of my house, surprise about his assertion I said, wait a minute, let me show you! I have four supply vents, his response was that, he did not see them, he then proceeded to cut a big piece of the air box and re-use my old grill that he was disposing off, he did such a poor job in cutting the sheet metal, that has sharp edges, and looks unprofessional. Mr. B********, indicates that “this box is not design for home owners to disassemble”, let me inform to Mr. B******** that this is the point were cleaning the base of the return takes place as with the rest of the returns and supply’s around the house, duct cleaning 101 Mr. B********. I will not accept a patch on the air box, as said before, has to be new.

The facts about the air filter provided by Mr. B******** are once more far from the true, it is standard professional practice that air filters should be flash to the air handler, be tight-fit and have a cover, United Air Temp failed to do that at installation,United Air Temp had no fliter for the NEW UNIT, period, the current air filter sticks out about one inch, does not fit properly, does not have a cover, I am using a towel to prevent further accumulation of dirt. United Air Temp staff, Michael, placed on order for a new filter, when I contacted him over the phone he indicated the order was place and “he was out of the loop in this matter” United Air Temp has never reminded me that as a condition to have the new air filter ordered by Michael I had to accept their offer this is a flagrant violation of the facts and the true, I demand that Mr. B********, provide me documentation making such an offer ever. I do not really know what is the concept of above  and beyond  standard installation for Mr. B********, since all this is a direct result of United Air Temp botched installation, because of carelessness and lack of skills. I have the right as a consumer to be satisfy 100%.

Mr. B******** in his response fails to mention the issues with the condensing unit (outside AC)

The following is a copy on an Email send to Don T****, Branch Manager United Air Temp on September 3,2014:

Don

FYI

On Friday August 29 I notice and oily substance leaking on the condensing unit, after calling to report the leak, Kevin and Dillon come to house, and indicated that everything was ok, and that the leak was sweat, in other words water, if only they could have used the leak detector tool, they would have found the damage core valve. They were not as diligent as they were trying to find issues with my older unit, just to sell me a lemon. Anyhow as I have stated before that leak was due to the damage core valve, therefore the system pressure was too low.

Quality workmanship is extremely lacking at Unite Air Temp.

Today September 3, 2014 I had an HAVC tech. check the system and he found a leak in the low side in the outside unit, cause of the leak? A crack core valve, no wonder the house was  not cooling enough, and that was my complaint from the first day, they added more refrigerant, replace the damage core valve and change the lock caps, since the caps tend to leak due to a vibration, Kevin and Dillon were here last time, and both failed to notice the leak, and replace the damage core valve, and if they knew they left it leaking intentionally.

To make matters worse than they already are, they indicated that with the new refrigerant  ****** the correct liquid line pipe should be 3/8 all the way to the evaporator coil, ****** operates at a higher pressure, United Air Temp neglected to mention such a paramount fact,  instead United Air  Temp has ignore this important part of the installation and use the existing  ¼ pipe not to be use  with the ****** refrigerant, since  this will shorten the life span of the whole system, the ¼ is design to be use with **** , ****** calls for a 3/8 liquid line pipe, due to the PSI, United Air Temp failed to follow factory guidelines, refrigerant line was not properly sized, ******** ******** requirements is a 3/8 line. As professional installer United Air Temp had an obligation to inform me about this critical part, the whole line should have been replace, but United Air Temp never said a word.

I will have your product UNINSTALLED, as soon as the credit card company  credits back my money, I have  estimates from several vendors to replace it ASAP, so far it seems that besides selling me a defective product, you have overcharge me, for  a similar product I been quoted $ 3,000.00, and for  **** 16, variable speed blower, new return plenum, new programmable thermostat,  and redirect the return to the basement stairs wall about $ 6.300.00, with 10 year labor and parts warranty, and free replacement  and professional installation.

******

Let me remind Mr. B******** that this is the USA, not RUSIA, who is he to determine who should I contact and who I should not. I could contact anyone I want to, as a matter of fact I received a call on September 17, 2014 from, consumer relations escalation manager, *****/******** ******** residential, ******** ****, and I have provide them with all documentation about this unfortunate matter via fax and via Email.

Who is the third party who verified the evaporator coil, that Mr. B******** mentions in his response, I would like to know. Mr. B******** does not name the company.

This is an Email I send on Sept.7 2014 to Don T****:

Don:
Every day that passes by I learn more troublesome issues with the botched product an installation.

Today Sunday September 7, 2014 I had a friend who is a license HVAC manager at a large apartment complex, I did search for his expertise, and have him check the line sets, both line sets are the wrong size, posing a serious issue for system failure and decrease performance and durability and you know that is a fact, new  line sets should have been  installed as indicated in the contract, United Air Temp was totally  negligent, and you are aware of that.

The outdoor unit must be connected to  the indoor coil using field supply refrigerant grade copper tubing that is internally clean and dry. Units should be installed only with a tubing sizes for approved system combinations, and United Air Temp neglected this critical issue.

Here is the manual FYI

*****************************************************************************

**************************************************

I am requesting that both line sets be change ASAP to prevent further damage to the system.

******

Where was Mr. B******** hiding all this time?

On September 17, 2014, I send the following Email to Don T****, since I did not know Mr. Robert R, B******** existed.

September 17, 2014

Please have ***** and **** read the following documents, about installation of ****** refrigerant line sets.

**************************************************

*****************************************************************************

Read carefully Page five and seven on the above link. They don’t seem qualify to make those statements. They should be fire from AS.

****’s assertion of being “a normal production occurrence on this model” **************, Is a cover-up, nothing more than a planned effort to hide a dishonest, immoral, or illegal act or situation. Totally unacceptable, if being defective is “NORMAL” for him, they are denying their own faulty production. All the HVAC tech that have seen the pictures at the time of providing  me free estimates, have indicated that they have never seen an Evap. Coil  so poorly manufacture and so filthy in just 10 days of use, if that is normal for ******** ********, they should stop  defrauding consumers of their hard earn money, and United Air Temp should not be  a willing accomplice.

If that is  “normal production occurrence” take it back these piece of junk, lets add to all these “normal production occurrence” the lousy workmanship of  UAT about the base box plenum, the air filter,   the return in the basement, the service calls on this NEW system and the failure of your technicians to figure it out the refrigerant leak in the outside unit, and installing the dryer filter  outside, only to accelerated rusting of the dryer filter, in other words the gradual and fast destruction due to exposure to the elements of the environment= Faster corrosion= refrigerant leak.

***** and **** are in  denial, ******** ******** is clearly negligent for allowing this “normal production occurrence” in homes of consumers, and if necessary I will  go to a Court of law about this whole matter, I will file a law suit to all parties involved. I pay a lot of money for a brand new system not for a product “ of normal production occurrence”

Let me  also inform you that today, Wednesday September 17, 2014, I received a call from ******** ********, I believe it was from corporate HQ’s, spoke with Gerald, and he requested all documentation I have about this matter, I also  E- mailed some documents these evening  and I will be faxing others tomorrow Thursday September 18,2014.

One more time, I request that United Air Temp just return my money, and bring this unfortunate matter to a close.

Thanks

******

Mr. Robert *. B******** conveniently has left out a lot of facts in his response. Final resolution to this matter now, will be for United Air Temp to return the money, I will seek legal advice if necessary to recover damages in a Court of Law, I may also file a complaint with the Attorney General for the State Of Virginia, since his office is in charge of  enforcing consumer protection laws. I been doing some legal research about this whole matter as well and all seems to indicated that I may be a victim of theft by deception.

United Air Temp is trying to cover-up their botched  installation and sale of a defective product. These abusive business practice of United Air Temp Is not acceptable nor to take advantage of consumer’s lack of information or bargaining power, United Air Temp conduct it is an outright fraud, as a victim I will go where ever is necessary at the federal and state level to protect my rights.

Sincerely

****** *******



Regards,

****** *******








Business Response:

September 17, 2014

Dear *** *****:
This leter is in response to the rejection filed by *** ****** *******. *** ******* has rejected each of the six individual issues he originally complained about and added additional points, and now requests only that his money be refunded in full (originally he was also requesting the option of replacing his new air conditioning unit with the same or a higher quality unit.) United Air Temp stands by our original position that either of these requests are unreasonable; we have gone so far as to have both the distributor and the manufacturer also review *** *******’s concerns, and both have stated independently that they also feel these requests are unreasonable. We have tried to resolve the issues in the ways explained in our first letter, but *** ******* steadfastly refuses to accept anything except a full refund. There is little more that we can offer him.

In his rejection, *** ******* accuses United Air Temp of intentional deception and calls himself “victim number **,” a reference to the number of complaints our company has received from the Better Business Bureau. He also suggests that we answer all complaints with a scripted response. I would like to address both of these issues first. Since 2012, United Air Temp has had a total of 78 complaints nationwide out of 206,618 calls. This comes to . 038%, or 38 thousandths of 1%. The grading system used by the Better Business Bureau does not reflect that for a company our size running the volume of calls that we do, we have a far lower percentage of complaints than most other companies; it only reports the physical number, which does not offer an accurate representation. We hope that viewers will note this fact.

Additionally, there is no scripted response to letters of complaint, as *** ******* accuses; if we have failed, as we sometimes do, we accept that responsibility and try to make things right. If the customer’s complaint is not justified, he or she is not entitled to compensation. There are only so many ways to word this.
*** ******* now states that he was overcharged and “robbed of his hard-earned money;” this is a new grievance that was not voiced in his first complaint. Pricing throughout the industry is going to vary somewhat; while it is certainly possible to locate a lower price, our pricing is fair and reasonable and well within the industry standards.

*** ******* still claims that because the unit was run without a filter in place it now requires replacement. This is not the case; the amount of time the system was run under these conditions was not significant and the dirt accumulation was minor. We have already offered to clean the system to return it to its original state but *** ******* will only accept a full refund or replacement, even demanding a higher quality replacement than the unit in question. He compares accepting the dirty unit to buying a new car with dents; this is not comparing apples to apples. Buying a car that required a wash before leaving the lot would be a more accurate analogy.
*** ******* also still feels that the coil has been damaged during manufacturing, further justifying replacement. His rejection now indicates that several screws are out of line, rather than the just the one he originally complained about and sent photographic documentation of. The unit has already been evaluated by our company, the manufacturer, and the distributor, who all have stated that no damage exists. Replacement is not an option. *** ******* also insists that I intentionally did not identify the name of the company verifying the condition of the coil. The two companies that verified this information were both clearly identified by name, more than once, along with the specific individuals who made the evaluations: ***** from ************ ****** and **** from ******** ********. *** ******* even refers to them later in his rejection as both being “in denial.”

*** ******* continues to suggest that the line set is not correct for his new unit, and accuses me personally of avoiding the fact that the line set was never replaced. There is no deception here; the line set was never replaced because it did not need to be replaced. While *** ******* is correct in stating that R-410A refrigerant does run at a higher pressure, he fails to understand that the existing line set is still appropriate for both the **** and the ** ****. The copper used for both systems is exactly the same. The size of the line has already been verified as correct by both our company and the manufacturer (***** from ************ ******.) The line set actually consists of two separate lines—the liquid line and the suction line. *** ******* incorrectly refers to the liquid line as the line set, and indicates in his rejection letter that it is 1/4, which it is not. While the newest ******** ******** guidelines recommend 3/8 line being used for the liquid line, other measurements—such as the actual size that exists in *** *******’s home—are still acceptable for his system. I am unsure of where *** ******* is obtaining his information about the specifications, but it is not accurate.

*** ******* continues to be unhappy with the sharp edges inside the air box and the location of the return grill. I will again offer to resolve these issues in the same manner I originally offered. As for the tight-fitting filter, *** ******* was made aware on several occasions that he would need to accept our offer to order the filter before that order was placed, but his only response has been a steadfast refusal of anything except a full refund or full replacement of the entire unit. We would be more than agreeable to provide documentation of these conversations as they relate to all of the issues discussed here.

*** ******* suggests that both **** from ******** ******** and ***** of ************ ****** are attempting to cover up dishonest, immoral, and illegal acts. He states “***** and **** are in denial” and threatens legal action. He also suggests I tried to forbid him to contact anyone outside of United Air Temp, stating “let me remind Mr. B******** that this is the USA, not RUSSIA, who is he to determine who I should contact and who I should not.” While *** ******* is welcome to speak with the manufacturer’s and the distributor’s customer service departments, I simply informed him that the way the industry functions does not provide access to the general public to contact the representatives in question; the customer communicates with the contractor, the contractor communicates with the supplier, and the supplier communicates with the manufacturer. United Air Temp must abide by this hierarchy also. To insist on bypassing this policy is akin to demanding to talk directly to your congressman—it’s not forbidden, but it does violate the accepted chain of command in place. I understand that ****** from ******** ******** has since contacted *** ******* directly and requested documentation about these issues, so it appears that they will be reviewed by another ******** ******** representative anyway. We look forward to hearing the results of this review.

Having gone over these specific points, I must reiterate that *** ******* is not entitled to a full refund. We will once again offer the options outlined in our original response that include the following:

? covering the sharp edges of the air box ? cleaning the coil and air handler ? relocating the return grill (please note that this will involve a sheet metal patch) ? ordering the requested filter and cover

I ask that *** ******* email me directly at BB********@UnitedAirTemp.com if he wishes to accept the terms originally offered. I will additionally offer to replace the liquid line (one of the two lines of the line set) as he has requested, provided the remainder of the terms are agreed upon.

If he still finds these terms unacceptable, the only remaining solution I can suggest is to invite a third-party mediator to assess the situation. If *** ******* is agreeable to this option, we would consider the judgment passed by the mediator as binding. However, if we cannot come to a resolution on our own and *** ******* opts to take legal action as he threatens, then we will forward all documentation to our legal department and address this matter in court. I am hoping that we will be able to resolve the matter before reaching that point, but am prepared to go forward in that arena if necessary.

Sincerely,
Robert B

Chief Operating Officer

Consumer Response: [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: ********

I am rejecting this response because:

Of the facts that are outline on attachment letter.


Regards,

****** *******








9/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This complaint covers from time period 26 Aug when I initiated a warrantee repair request to again fix my only 3 ½ year old heat pump ahead of my upcoming wedding (my 1st scheduled for 31 Aug, with apx 12 guest arising on 28 Aug). My complaint centers around an unreasonable amount of time to implement a repair. Unreasonable by Warrantee company comments (per discussions on 8/27 with ***** ****** of ***, and also ******** from ******* Consumer affairs ). United Air Temps Master technician arrived (slightly late , but not significantly) on 8/27 for their scheduled call to service my HP which they had been out no less than 6 previous time to work on within the last 45 days) Service Manager David came later to assist with the diagnosis. I was with the technician when he opened up the system to inspect, and upon opening the lid, asked where did that big rock come from? He was also confused by this discovery as that rock looked to be at least 5 lbs and could only get there by taking the system apart. Anyway, this time the diagnosis was a faulty reversing valve and possibly a compressor. Note that this reversing valve is attached to the component that they had to do a weld repair on the month prior, and perhaps had something to do with why there was a rock directly underneath) I was told that the parts would take 7 to 10 (I think they said buis days, but not sure) days as they do not have the parts and that they would have to be ordered and shipped. With guest starting to arrive for my wedding over the next two days I asked what could be done to get the system running sooner. And David concluded that only a new system which they could do as early as the next day. HE said ******* systems have lots of problems and I would personally install them (note when they worked on my system a month prior the technician “Walter” was proud of their ******* line and said they always recommended them and installed many, however the master technician said they just dropped the ******* line do to new requirements ******* placed on its authorized sales installers (i.e. United Air Temps , UAT). But as we started talking cost exceeding the $7k - $8k range for the type of ******** ******** system they now recommend, I quickly realized it was not affordable with my depleted financial position. I called my *** rep, put them on speaker with David there and asked why these parts which specifically the valve are not stocked anywhere in the DC area, my rep quickly balked at that and said they most certainly are stocked locally, and said they should be able to get them and referenced some issues that the *** organization was having with UAT and that there were continued meeting going on the work these out. She said she was going to escalate with AUT customer relations. David stuck to his guns and emphasized he had both the part and a standby compressor on hand in case it was also needed. When David the service manager left my house, the last thing he did was say that "we are doing absolutely everything in our power to get your system up and running as fast as possible" then he reached out and shook my hand. I went to work and began researching portable AC units that could be rented and used temporarily to cool my house for my guests (wedding shower is also being held here). I called *** for a status, and they said they received the summary and immediately approved the work request to replace parts, and that UAT was free to attain the parts and implement the repair. I contacted ******* (the AC manufacturer) I spoke to ******** from ******* Consumer affairs. (**** *** **** She contacted their parts people and using the S/N that UAT provided, confirmed that there is a reversing valve P/N ************ and a compressor P/N ************* at the ******* Distribution Center right here in ************ on ***** * ********* ***. ************ MD *****. So David's comments that they are doing everything in their power would seem in question as they still claim to be a certified ******* servicer and the parts are available to them just down the street from me. Just another reason why UAT is on my do not use list. They are going to get the parts under warrantee and bill *** the labor (and who's to say they did not create this issue in the first place?) If they can sell me a 7-8k unit and install it the next day, they can pick up parts and install them the next day as well.

Desired Settlement: I could no longer wait for them, The previous outage when the house was unoccupied lasted weeks . I went out and bought and installed 3 window units last night. They are leaking water all over the place, but the place was cool for the night, just waiting to see how they do for the day time. I am requesting UAT pay for these units (so far $340 plus labor to install). I want consideration on the repair they charged me for last time of $770 which obviously failed. I request that UAT stop ignoring calls from *** regarding customers issues, which according to *** happen more frequently then with other AC service providers. I wish to have a dialogue with either company president (Mr. Bob B********) which I have reached out to.

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

September 4, 2014

 

Better Business Bureau of   Metro Washington DC & Eastern Pennsylvania

Attn: ***** ***** 

Homeowner: ******* ******

Case #:********

To: Anita Horne 

This letter is in response to the complaint filed by *** ******* ****** on 9/10/14. *** ****** is unhappy with the length of time a repair required; he purchased several window air conditioning units on his own and wishes to be reimbursed for them, along with the cost of an earlier repair that he believes was unsuccessful.  United Air Temp does not feel *** ****** is entitled to any reimbursement. He makes accusations that are unfounded and states purchasing options as fact without understanding the legalities and polices of the industry. He has made a huge effort to attack our company from several different angles within days of his initial visit, and I suspect that he is attempting to gain something he is not entitled to as compensation for his frustration. I hope my clarifications below will help explain our position.

Earlier this year, a United Air Temp technician visited *** ******’s home to repair a reversing valve. This repair was successful and there were no further issues. On Wednesday, August 27th, a technician was contracted by *** ******’s home warranty company, ******** **** ******, to visit the home to repair a failed heat pump. The technician determined that the unit would need a new compressor; this would be covered by the warranty and the part would need to be ordered. When the new compressor was to be installed it would require that the unit be completely opened up. As a courtesy, the technician offered to replace the reversing valve that had been repaired earlier at that same time. This replacement was not necessary; the repaired part was functioning perfectly, but it was an ideal opportunity to upgrade that part to a new one so as not to cause strain on the newly installed compressor. This offer in no way suggests that the original repair was faulty—it was an added courtesy we were trying to extend to the customer. The damage to the compressor was more likely caused by the low levels of refrigerant that existed at the time the reversing valve was repaired. Damage is almost always created at these times due to the strain on the system.

Because the compressor was covered by *** ******’s home and manufacture warranty, it needed to come directly from the manufacturer rather than United Air Temp using a universal part to make the repair. Our standard policy is to allow 7-10 business days for an ordered part to arrive and be installed; however, we made every effort possible to expedite the process for *** ******. We were able to locate the part and make arrangements for it to be delivered on the first business day after the Labor Day weekend, on Tuesday, September 2nd—only three business days after the visit. 

*** ****** was unhappy with the time involved, as he was hosting a wedding in his home over the holiday weekend. He contacted both United Air Temp and ******** **** ****** to complain and then researched the availability of the part on his own, also contacting the manufacturer directly, where he learned that the part was indeed present at their location in ************ (we had in fact already ordered it). *** ****** took this to mean that either United Air Temp or a customer should be able to visit the manufacturer and purchase that part directly from them that day. This is simply not the case, and it is unfair of *** ****** to refer to it as a viable option. Neither a contractor nor a customer can buy directly from a manufacturer; only a distributor can. The contractor purchases the part from the distributor. On *** ******’s behalf, we contacted the distributor’s owner personally to ask if there was any way to further expedite the delivery, but were told it was not possible—immediately after the holiday weekend was the best he could do for us. It was on Thursday, August 28, while I was in the process of diligently trying to accommodate *** ******’s time frame that I received an email from him, informing me that he planned to file a complaint with the BBB and several other parties. He included a copy of the complaint for me as proof. After receiving this threat to tarnish our company’s name because the repair could not be made before the weekend, I contacted ******** **** ****** and requested that *** ******’s repair be transferred to a different contractor.

A second contractor visited *** ******’s home and stated that the entire unit should be replaced. I do not agree with this diagnosis and am unsure as to why ******** **** ****** would approve such a recommendation; a covered repair would be no cost to the warranty company, but an entire replacement would be a large additional cost to them. I have to wonder what *** ****** said to accomplish such a feat. United Air Temp did intentionally leave the condensing fan wires (only) unattached at our last visit, and I suspect that the customer used this action as ammunition to acquire an entirely new unit. Regardless, the issue still could not be corrected before the holiday weekend; both a repair and a replacement involve not only time to acquire the necessary parts, but also at least a half-day’s time for a technician to be available to make the repair. For either contractor, there was not enough time to complete this before the holiday weekend.

It should also be noted that *** ******’s home has two air conditioning units, one for each floor. Only the upstairs unit was not functioning; his downstairs unit, where I assume his event was held, was not affected.

*** ****** now wants to be reimbursed for the earlier repair of the reversing valve, along with the cost of the three air conditioning units he purchased and installed on his own to make his home more comfortable for the holiday weekend. I do not believe he is entitled to this reimbursement; the repair to the reversing valve was professional and successful, and was not responsible for the compressor failure found at the second visit. The reversing valve was only brought up because we had a convenient opportunity to improve upon the repair by installing a new part—completely unnecessary, but a courtesy we tried to offer *** ******.  While we appreciate the inconvenience *** ****** experienced when his unit failed only days before the scheduled wedding, it does not entitle him to purchase replacement units on his own and demand reimbursement for them. United Air Temp went above and beyond what was required to try to assist *** ******. His expectations are unrealistic and unreasonable. If he wishes to continue pursuing the request, he should contact his home warranty company instead of the contractor.

Additionally, *** ****** also indicates that he should be reimbursed for refrigerant that was added at the earlier visit. *** ******’s home warranty pays for $10 for every pound of refrigerant purchased, and the customer is responsible for the balance. *** ****** should know that no matter what solution he pursues in the future, he will not need to pay for refrigerant a second time within 90 days of the first purchase.

Lastly, *** ****** states in his complaint that he finds it “interesting that they can sell me a $7-8,000 replacement unit and install it the next day” but can’t acquire a part in the same time frame. United Air Temp never quoted a price for a replacement unit to *** ******; however, if the possibility of a replacement unit was discussed and it was mentioned that one could be installed the next day, the explanation is simply that these replacement units are stocked at our warehouse, and we would not need to go through a distributor to acquire one. That was not the case for the replacement part that would be covered under *** ******’s Manufactures  warranty.

*** ****** sent a second threatening email recently; in it he states that the BBB complaint “is just the tip of the iceberg. It is my desire to have *** drop you as a vendor….I also hope to have ******* drop you as well.” He also mentions contacting ******* **** and Maryland Attorney General’s Office. *** ****** seems to have a vendetta against us because of the complications that arose before his wedding—complications that were not caused by us and that we bent over backwards to try to help him overcome. I find his actions unreasonable, offensive, and libelous. United Air Temp did everything within our power to accommodate *** ******, and was sensitive to the fact that his wedding was to be held that weekend. We do not feel this complaint is accurate or deserved, and find it unfair that *** ****** take his frustrations out on our company.

 

Sincerely, 

Robert ** B********

Chief Operating Officer

9/16/2014 Problems with Product/Service
8/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Mike G*******, President 07/29/2014 United Air Temp **** **** **** ***** ******, VA ***** Dear Mr. G*******: **. ******** ******* ** **** ***** ****** *********a, Virginia has a contract (no. *********) with ******** **** ******, a company which you service. Her yearly premium is more than $460. The contract covers whole house air conditioner repairs and replacement up to a maximum of $1500. Normally the vibration of whole house air conditioner exterior condensers (where the refrigerant is compressed, liquefied and cooled) is almost imperceptible, or indeed imperceptible. Recently this component of *** ******’s whole house system developed a vibration so severe that a crack developed in the top of the sheet metal housing where the four bolts that hold the fan motor to the top are fastened. Because of this vibration the unit was also much noisier than usual. Your company was called and asked to fix the problem before it caused further damage to the unit. It was evident that the vibration was not caused by the internal compressor but by the fan and fan motor assembly. The crack in the top of the unit developed where the fan motor was attached, and touch and sight confirmed that the vibration was most severe in this area. The possible causes of the vibration were obvious and these were communicated by me to your technician. Either the fan blades were no longer balanced, or the fan improperly seated on the motor shaft, or the shaft itself had excessive run-out, or some other defect, or the bearings of the fan motor were worn or damaged and the shaft was no longer running true. I was told by another AC technician (not from your company) that a defective or improperly-sized motor capacitor could result in an increase in the speed of the fan motor and possibly cause vibration. This too was communicated to your technician. Of course the vibration could have been caused by some combination of the preceding. To eliminate it either the fan had to be replaced and/or the fan motor and/or the capacitor. If, to save time, all components were replaced the cost would probably not exceed $200 for parts—one seventh of the $1500 ******** **** ****** was obligated to contribute towards a new AC condenser should this one fail, and perhaps one-fifteenth of the cost to *** ****** for an entirely new unit. The fan assembly and capacitor are easily accessible and the time for total replacement of all components would probably be less than an hour. Your technicians made five visits totaling at least five hours in duration. They did not replace the only parts that could have caused the vibration and noise and therefore did not eliminate those malfunctions. After the fourth visit the unit was noisier than ever and still vibrating excessively. Moreover, your technicians twice falsely told *** ****** that she needed a complete recharge of refrigerant at a cost of $500 for each recharge, which ******** **** ****** would not reimburse, and falsely told her that the compressor, which was functioning perfectly, needed to be replaced. That, they said, would cost her an additional $1200, which ******** **** ****** would also not reimburse if she wanted it done soon; for they would have to use an “upgraded” compressor not covered by her contract. Otherwise she would have to wait many weeks for an exact replacement that was covered. *** ****** is 76 and the hottest weather is upon us and so this expensive option seemed to her at the time the only viable one. Here is a brief summary of the failed attempts by your technicians:. On his first visit your technician did not check the balance of the fan blade or the trueness of motor shaft. Instead he simply tightened all screws in the outer condenser sheet metal housing. He told *** ****** that his pressure measurements indicated that the refrigerant was nearly exhausted and that she needed a complete refill. This, he said, would cost her $500, which he said ******** **** ****** would not reimburse. Since the unit was cooling well, it could not possibly be nearly devoid of refrigerant as the technician claimed; and so I advised against this option. On his second visit your technician was told that the unit was cooling well; he then agreed that a refrigerant refill was not needed. He installed washers beneath the four nuts securing the fan motor to the top plate, presumably to distribute the vibratory stress. The four bolts, which protrude from one end of the motor, are secured to the top of the sheet metal housing by small cap nuts closed on one end, and so the threaded portion that the nuts grip is relatively short. By adding the washers the technician further reduced the gripping area, and perhaps did not tighten the nuts fully. In any event, when I visited *** ****** a week later and inspected the unit, three of the four nuts and washers holding the motor and fan in place had vibrated completely free and were lying in the center of the unit far from the bolts. The fan assembly was suspended by one bolt and one nut only and was not only vibrating more than ever but oscillating severely. The excessive stress on the one secure nut and bolt assembly had caused a second crack in the top where the bolt was fastened. Had I not noticed this it is virtually certain that the slender bolt, which was flexing continuously, soon would have ruptured during fan operation, or the remaining nut would have vibrated loose like the others, and the still rotating fan would have fallen into the condenser radiator and the compressor completely destroying the unit. I removed the loose nuts and washers to prevent them from falling into the unit through the ventilating slots and striking the fan and told *** ****** not to use her air conditioner if at all possible until repairs were made. This of course required another call to your company. You were told about the missing nuts and washers and that the unit was vibrating more severely than ever and was excessively noisy. On his third visit your technician replaced and tightened the three missing nuts holding the compressor fan assembly in place. He said he would fix the cracked top or get a new one. On his fourth visit he inspected the fan blade, replaced the existing bolts holding the fan motor to the sheet-metal top with longer ones, and added a large, ugly, plate-like reinforcement to the sheet-metal top of the condenser housing in order to prevent further cracking of the top from vibration. He said he could not find a proper replacement top. Vibration was very slightly less owing to the added rigidity of the reinforced top but still evident and excessive; and now there was much more noise possibly owing to the vibration of the metal reinforcement or to the progressive wear of components from the constant vibration. *** ****** called again, complaining that the unit was now extremely noisy and still shaking. On his fifth visit the technician pulled the main fuse in order to troubleshoot the compressor. When he reinserted the fuse, the compressor would not start. It was a very hot day. Your technician did not ask about, and may never have considered the possibility that *** ****** was participating in an energy saving plan sponsored by her power company, Virginia Dominion, and that the current might have been deliberately interrupted. According to her, he “checked out” the “inoperative” compressor and concluded that it was defective and had to be replaced. *** ****** was told she needed a new compressor for $1200, or an entirely new condenser unit toward which ******** **** ****** would contribute $1500. He said another technician would be sent to discuss this matter with her. In the afternoon a second technician arrived from your company. He replaced a fuse within the compressor unit, which, if blown, must have been blown by his predecessor while testing the compressor. The compressor started—perhaps because of the fuse replacement, perhaps because power was restored by Virginia Dominion. *** ****** was told that the compressor was ok and need not be replaced, but that her refrigerant was extremely low and that she needed a leak check (for which presumably there would be an extra charge) and a complete refill of refrigerant. The refill would cost $500 that ******** **** ****** would not reimburse. He said the leak might have been caused by the vibration and so was probably in the external unit, not in the piping buried in the walls, and therefore should be easy to find. Ms, Savage complained of the excessive noise, clearly the result of the excessive vibration, to which your technician responded “we do not deal with noise.” I asked *** ****** if her AC was still cooling adequately. She said that it was. I told her that there then was probably no need for an expensive refrigerant refill. My conclusion was soon confirmed. *** ****** had the good sense to ask for a second opinion from another HVAC company, ATR Heating and Cooling, which also services ******** **** ******. Their technician, who arrived later on the same afternoon, said that the compressor was perfectly ok and did not need to be replaced. His pressure measurements indicated the refrigerant was slightly low, but not low enough to greatly affect performance. He noted that the previous technician had not tightened the refrigerant valves sufficiently after reading the pressures and that some refrigerant might have been escaping there. He tightened the valves and advised against a leak check, which he did not think necessary. One wonders whether your technicians are instructed to routinely recommend expensive, unnecessary refills of refrigerant that are not covered by insurance given that in this instance two different technicians from your firm did so. The condenser unit is now extremely noisy and vibrating excessively. As noted, the noise is clearly indicative of, and caused by, the excessive vibration. Your technicians in effect agreed with this diagnosis when the first reinforced the top to prevent further cracking from vibration and the second said that the vibration might have caused a leak in the refrigerant system. The unit is located just outside a living area which has large windows and large glass sliding doors and so is very audible within the dwelling and also to nearby neighbors in this row-house community. If the vibration and noise are caused by defective motor bearings they are bound to increase. If they are caused by an unbalanced fan and the bearings are not now defective vibration may eventually make them so, further increasing the vibration and the noise and the possibility of additional damage to the unit. There is a danger that the vibration could eventually rupture the pipes carrying refrigerant or cause soldered connections to leak—as the last technician from your company apparently suspected--or damage some other internal component or connection. The vibration could cause the nuts holding the fan assembly in place to eventually work free as they did before, allowing the still-rotating fan to fall into the unit, destroying it completely. The unit is now disfigured by an ugly plate added to the top by your technician that is probably contributing to the noise. It is obvious that this unit must be properly repaired if it is to have anything like its normal life-expectancy. Your technicians made five unsuccessful attempts to fix it. To the best of my knowledge none involved replacement of the parts obviously responsible for the problems, and so those problems persisted. To avoid further unnecessary, futile or counterproductive visits by your technicians and additional damage to the unit we ask for the following repairs: Replacement of the fan and of the fan motor with new components. And, if the vibration persists (which is exceedingly unlikely) replacement of the motor capacitor with a new component of the proper value. Replacement of the condenser sheet-metal top with a new top that properly fits this unit. Additional refrigerant as necessary to top off the system. Your technician must be sure to securely tighten refrigerant valves afterwards. He should also check within the compressor housing and where piping enters the dwelling for possible refrigerant leaks caused by the excessive vibration The total cost to *** ****** for all of the above is not to exceed $75, the usual charge for a single visit and repair. There is to be no charge for additional refrigerant, if required, or for previous abortive visits. We are not now asking recompense for the inconvenience and anxiety caused *** ******, who was repeatedly led to believe, falsely, by your technicians that her choice was between expensive refills or repairs, which would not have fixed the problem of vibration, or a still more expensive replacement of the entire condenser unit. Sincerely, ****** ******** for ******** ****** Email: blistein@verizon.net Tel.: 410-268-9621 cc: Headquarters, ******** **** ******; Virginia Department of Professional and Occupational Regulation; Consumer Protection Office of the Attorney General of Virginia; Better Business Bureau of Virginia; Consumer Reports; Angie’s List.

Desired Settlement: Proper repair of condenser unit to eliminate vibration.

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

August 11, 2014

 

Better Business Bureau

Attn: ***** *****

Homeowner: ******** ******

Case #: ********

 

Dear *** *****:

This letter is in response to the complaint filed by ****** ******** on behalf of **. ******** ******. *** ******in is requesting that United Air Temp make “proper repairs” to *** ******’s air conditioning system after several unfinished attempts to fully correct an issue. United Air Temp has followed proper procedures to make these repairs under the guidelines of *** ******’s home warranty company; additionally, *** ****** has had her home warranty company transfer the repair to another vendor, preventing us from any future involvement in the repair. *** ******in’s request should be directed toward the home warranty company rather than United Air Temp.

United Air Temp was sent by *** ******’s home warranty company, ******** **** ******, to address a noise issue with her air conditioning unit. The condenser outside was cracked, resulting in a noisy vibration that is not uncommon for older systems such as this one. Three possible options exist to correct the issue: 1) add washers to lesson the noise and vibration; 2) add a steel plate to stabilize the surface; and 3) weld the surface for additional stabilization. ******** **** ****** requires us to exhaust all repair options before recommending the replacement of a unit.

Our first attempt to lessen the noise and vibration of the condenser was to install the washers. The washer solution was unsuccessful; Service Manager Don T**** accompanied the technician at the next visit, when we resorted to the steel plate solution. Mr. T**** also suggested the option of replacing the motor, as it had by now suffered significant damage. We returned again and installed a new motor, balanced the blades, and installed the steel plate.

*** ****** contacted us the next day to inform us that the compressor had stopped working. A technician discovered that a wire was not secured correctly to the capacitor, a minor mistake that admittedly should have been detected the previous day. The wiring was corrected and the system was now working properly. The system was still making a lower level of noise but was repaired within professional guidelines and to those of ******** **** ******.

*** ******in would like to see *** ******’s unit run silently, but the reality is that it is an older unit and this amount of noise is considered acceptable by repair guidelines. I certainly understand the desire for less noise, but United Air Temp is the wrong party to address this issue with. *** ****** has since transferred this repair to another vendor through ******** **** ******. While we would have continued to work with *** ****** to reach a satisfactory resolution, we are now prohibited from any future involvement with this repair. We must abide by this policy. Whether additional repairs or replacements can be made is an issue between the customer and her home warranty company. If *** ******in would like to pursue the matter, the appropriate party to contact is ******** **** ******. United Air Temp is not the correct business to address.

 *** ******in suggests that he has filed formal complaints with several other organizations; while we did receive this same letter directly first, we were not given sufficient time to respond before he took further action. If he had spoken with us before filing, we could have explained the process required by both customer and vendor, and also informed him of who the correct party was to discuss his desired resolution with. While we sympathize with the inconvenience *** ****** has experienced, United Air Temp can do nothing to further resolve this issue.

 

Sincerely,

Robert *. B********

Chief Operating Officer

Consumer Response: [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: ********

I am rejecting this response because: *** ******'s external AC is one of large number of identical units of the same age attached to adjacent row houses built at the same time as hers.  All were probably installed by the same contractor when the houses were built.  None of those units vibrates excessively, and all are quiet. There is no evidence of cracking of the top of any adjacent AC units I have inspected. **** ******'s unit vibrates excessively; it is  noisy; and the top has cracked from excessive vibration.  Her neighbors have complained to her of the noise through her Neighborhood Association. They are aware that her unit is, in this respect, not typical but exceptional. I cannot, therefore, accept the argument that vibration, cracking  and noise are "normal" for older units of this type. If the problem is not fixed it is possible that *** ****** will eventually be forced by her Homeowner's Association to replace her entire whole-house AC system at great expense.  The vendor speaks of "guidelines" defining "normal"  noise, cracking  and vibration in older units to which his  technicians supposedly conformed. But those "guidelines" are not specified, and so are essentially meaningless. They may simply indicate that this vendor typically does not completely  or carefully repair older units. That was certainly true in this case. If in fact the fan motor was replaced, as the vendor says, and the vibration was not eliminated--as it was not-- the vendor should have replaced the only remaining component that could have caused this condition, namely the fan blade; but, by its own admission, it did not. Further, the vendor does not respond to the complaint  that on two occasions his technicians attempted to sell *** ****** expensive, unnecessary complete refills of refrigerant.
As for not contacting the vendor or giving the vendor sufficient time to correct the problem, there were, as noted, five visits by the vendor's technicians each preceded by a call complaining of the same problem. The vendor clearly had appropriate notice. ** ****** turned to a second vendor only after those repeated calls resulted in no improvement. It is good thing she did; for it enabled her to avoid an expensive, unnecessary complete refill of refrigerant recommended by the first vendor's technicians. United Air Temp should finish the job they started and replace the fan blade, and the cracked top. If a replacement top cannot be found the existing top should be removed and neatly welded from the underside (an option mentioned by the vendor) and repainted to resemble the entire external AC unit. The ugly yellow plate currently installed is not acceptable. *** ******'s Homeowners Association has very strict guidelines--enforced by regular inspections-- for the maintenance and appearance of the exterior of row houses, to which  this repair clearly does not conform. The second  vendor, called in for a second opinion only after the first  vendor recommended expensive, unnecessary complete refills of Freon, should not be responsible for fixing problems which the first vendor failed to fix.
Regards,

****** ********








Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

August 22, 2014

 

Better Business Bureau

Attn: ***** *****

 

Homeowner: ******** ******

Case #: ********

Dear *** *****:

This letter is a second response to the complaint filed by ****** ******** on behalf of **. ******** ******. *** ******in continues to ask United Air Temp to complete the repair on *** ******’s air conditioning unit. To this demand, I can only reiterate what was included in my first response: we are not the correct party to discuss this grievance with. There is nothing United Air Temp can do to further assist *** ****** for two reasons: 1) *** ******’s home warranty company, ******** **** ******, ultimately makes the decision as to whether a unit is repaired or replaced, and contractors such as us can only make recommendations and then follow the directives we are given; and 2) *** ****** has already had ******** **** ****** transfer this repair to another contractor, and we are no longer even permitted to be involved. The option to transfer a repair (at no cost to the customer) is a safeguard ******** **** ****** offers its customers for just this purpose—to provide the customer with the security of knowing they do not need to simply accept the first contractor’s diagnosis. We have no argument with *** ******’s decision to pursue this. Both of these points were explained in my first response and the conditions have not changed. 

*** ******in suggests that “it is possible” that *** ******’s homeowner’s association may eventually find the condition of *** ******’s unit to be unacceptable. This may well be the case, but as I have stated, the correct party to address about this possibility is ******** **** ******. We have attempted to work within the confines of the warranty and clearly had not yet satisfied the customer when she opted to transfer the repair. *** ******** should contact the home warranty company directly to discuss those confines; they are the party with the power to grant allowances, explain restrictions, or pass judgment on equipment. He also sites specific parts and questions why certain ones were not repaired or replaced. While I admit that the repair process had become lengthy and unfortunately required several visits, it was still the process we as the contractor were required to adhere to (with the exception of the additional visit to correct the compressor wiring, an error on our part.) If *** ******in would like details about why those specific parts were not replaced or feels that the guidelines that an air conditioning unit must work within are unacceptable, he may wish to discuss those points as well. 

When I voiced in my first letter that *** ******in did not allow us sufficient time to respond before filing his complaint, I was referring to the time between complaining to us directly and filing the same complaint with the Better Business Bureau. We were unaware until then that, after *** ****** had transferred the repair to a different contractor for a second opinion, there was an issue between United Air Temp and *** ******. I was not referring to the time involved in attempting to complete the repair; as I have already stated, that was admittedly lengthy but also unavoidable (with the one exception already mentioned above), and I must stand by the course of action we took. 

I did not address the accusation of trying to sell *** ****** over $500 worth of refrigerant—twice—because it is not accurate, nor did it relate specifically to the greater issue of not repairing the unit to the customer’s satisfaction. While it was evident that the refrigerant level was low, it would have been impossible to determine what amount of replacement refrigerant was needed until our technician performed a leak test. *** ****** at first agreed and scheduled a date for this test (there was not enough time available to perform it at that visit) but later cancelled the visit. No specific amount of refrigerant was ever recommended to the customer because of this. It is possible that *** ****** inquired as to what the potential cost for replacement refrigerant might be, and the technician may have given her a price range that—at its greatest amount—may have been $500. If this was the case, we apologize for any confusion; it was not our intent to suggest that this was a firm diagnosis but only that this would be the worst-case scenario. I believe our technician’s attempt at transparency was misinterpreted. I will discuss this risk with our technicians and make an effort to improve our communication skills with our customers. 

I appreciate *** ******in’s feedback and will use the information he provided to improve the training and performance of our technicians. However, I can offer no more than that. I recommend that *** ******** contact ******** **** ****** directly, and hope that he and *** ****** find a resolution there that is satisfactory to them both.

 

Sincerely,

 

Robert *. B********

Chief Operating Officer

8/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: United Air Temp installed a new compressor outside and a pump in my attic on 19 Jun. Two weeks later prior to 4 Jul, the unit stopped working. I called and submitted another repair ticket through my Homeowner's Warranty for them to return and repair the issue. On Sunday, 6 Jul I noticed ice on the compressor outside and did take photos and videos of the incident. On Tuesday, my daughter noticed a leak in one of my bedrooms that caused a large hole in my ceiling. There is an A/C vent near the point of damage. I contacted my Homeowner's Warranty to explain the issue. They stated they would contact United Air Temp or another company for expedited service. No one contacted me the entire day of Tuesday. I later found out from my Warranty that because United Air Temp had an appointment scheduled for Wednesday, that they were within the 24 hour timeframe or some nonsense like that so would not be coming out on Tuesday. When the technician arrived and repaired the A/C, he did state that the unit in the attic had a block of ice and the melting caused the damage. He stated that the previous technicians did not place enough refrigerant in the unit. The manager did contact me and left a message to make arrangements to come out to see the damage. I contacted him back several days later and have not heard from them since. Meanwhile, I still have a large gaping hole in my bedroom. I have noticed I receive calls on my home phone from a 540 number but the party never leaves a message. I have no way to know if this is United Air Temp and if so, why they would not leave a message. When I left a voicemail, I specifically asked that they contact me on my cell and provided that number.

Desired Settlement: I would like the damage to my ceiling repaired.

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

August 11, 2014

 

Better Business Bureau

Attn: ***** *****

 

Homeowner: ******* ********

Case #: ********

Dear *** *****:

This letter is in response to the complaint filed by *** ******* ********. *** ******** is requesting that damage done to her ceiling by a leaking air conditioning unit be repaired. United Air Temp has already been in contact with *** ******** and is currently in the process of arranging the repair.

United Air Temp installed a new air conditioning system in *** ********’s home in June. In July, the unit stopped working properly and began to ice up. Our 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 system. The technician informed *** ******** 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 Mr. C****. Daniel attempted to but could not reach *** ********, and may have been calling her home rather than cell phone as she had requested. He did ultimately leave one message, which was not returned for a week—possibly because it was left at the home number. When *** ******** did return the call, Mr. C**** was not available to respond right away. While we do wish that *** ******** and Mr. C**** 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. 

Mr. C**** did visit the home on August 7th and confirmed that the system was operating properly. It was low on refrigerant, which was added back in July. Mr. C**** assessed the water damage and has made a general liability claim through our company on *** ********’s behalf. Our Human Resources department will be contacting *** ******** to make arrangements for the repair, which will be at no cost to her. *** ******** is aware of the status of this issue. If she has any additional concerns or questions, she should contact Mr. C**** directly at ###-###-####, ext. ****.

United Air Temp sincerely apologizes for the inconvenience *** ******** experienced, and hope she finds this solution satisfactory.

Sincerely,

 

Robert *. B********

Chief Operating Officer

8/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: There are 3 items wrapped into one complaint as they all deal with the same issues. 1) Customer Service at ###-###-#### is terrible, the reps are rude. After asking for a supervisor or manager, the rep told me she was the supervisor so I asked for her supervisor or manager - and I waited on the line for 18 minutes. 2) The day prior, I called approx. 2pm for service. I have a warranty service agreement for which the advertisement is "24 hours" for service. I realize not all may be fixed, but the initial assessment should be done within the advertised 24 hours. The ad actually talks about not being without heat or A/C until "next week" like other companies, that United Air Temp will be at your house within 24 hours. Problem is - they schedule workers until midnight, at about 10pm they are dog tired (what a bad way to treat employees). 3) Twice I have been called approx. 10pm, only to be told the tech isn't coming - after I waited hours and hours for them. The first occasion the tech showed up the next day - and ordered a part - that should have taken 3-5 days to arrive according to the tech and the manger at the office (whom I called about it). It took over 2 weeks, and another couple days to schedule the fix. Not remotely within the advertised 24 hours for service - but also not within the promised deliver schedule by weeks. This last time I waited 10 hours to be told tech wasn't coming - and now it is 11:10 am - and the manager said I would be a priority for this morning (the morning is almost over). This business deserves the C grade (or D possibly) as problems run rampant from very poor customer service to managers that are not helpful, to technicians that are not honest about what work can be accomplished - to overworking their technicians - and in the end - the customer with a warranty agreement does not get service within 24 hours. On a side note - this is the 3rd time this same problem has occurred, so perhaps we need to address quality of work performed as well.

Desired Settlement: Fix the problems - start with the C Suite that allows them to promulgate year after year. Get Customer Service Reps that CARE about the customer and are not rude. Hire enough technicians to handle the overwhelming amount of work this company has in this area. Don't be satisfied because your salary is good - remember the customer often GIVES UP SALARY WAITING FOR A TECHNICIAN. Get a better scheduling service - the right software can help a lot. Either live up to your advertisement - or join all the other companies who make people wait until "next week" - we end up waiting anyway because your corporate structure isn't allowing you to live up to your advertisement. It's a great goal - if you keep your word, otherwise it is futile. A project manager to manage an improvement project - CAPM person or Lean Six - anything. Currently the business has a C BBB rating - the C Suite needs to pay attention. As an MBA (PM); the issues in this company are right in the textbooks for "what not to do", and that is sad indeed.

Consumer Response: ---------- Forwarded message ----------
From: **** ******** <*************************>
Date: Fri, Aug 8, 2014 at 7:29 PM
Subject: Resolved - You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: "info@mybbb.org" <info@mybbb.org>


Hello, 
The business contacted me and resolved the main issues; the technical manager came out himself to diagnose the problem.  He located it and had a technician over to fix it the same afternoon.  We can close or withdraw this complaint, the manager is also working on the other problems with customer service and technician availability.
 
Thank you,
**** ********

7/25/2014 Problems with Product/Service
7/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The air conditioning unit in our home went out and we contacted ******** **** ****** ******** who dispatched United Air Temp to our home where they inspected the system and stated that they needed to order parts. They came out and inspected on June 25th and told us they ordered the parts that same day but wouldn't receive the parts and be able to repair until the following week. During that week, we talked with them often to check status of the parts as it was very hot in the house. Each time they gave us lip service and stated the parts were ordered and that they would be out as soon as the parts arrived to repair. When a week went by, we contacted another company who advised that the parts were available quickly and could be out the next day to repair. The last call to United Air Temp they informed us that they did not order the parts as previously stated. They said that they didn't order the parts until June 30th (5 days later) and that it would be another week before the parts would be in for repair. They refused to refund the service call. That would have been 3 weeks without air conditioning provided they fixed it as stated. The story by United Air Temp changed daily and in fact they lied to ******** **** ****** and to us. Further, ******** **** ****** stated that they never even contacted them to authorize the repair. Phone calls to United Air Temp are generally not answered and you receive a voice notification and the line hangs up.

Desired Settlement: Refund of service call and loss of services for when repairs could have been made in a timely fashion.

Business Response:

July 11, 2014

Dear *** *****:

This letter is in response to the complaint filed by **. ******** ******** on July 2, 2014. **. ******** is asking for the $75
cost of a service call to be refunded to him because of the time involved to receive a replacement part for his air conditioning unit. Manager ****** ***** had already spoken to **. ******** on July 2nd and had agreed to the refund; the complaint was filed later that day, despite the fact that the issue was already being resolved.

United Air Temp was contracted by ******** **** ****** (***), **. ********’ home warranty company, to service his air conditioning unit on June 25, 2014. A replacement part was needed for the repair, and **. ******** was told that the part would be ordered that day. **. ******** contacted United Air Temp several times to check the status of the repair;
unfortunately, there was some miscommunication and **. ******** was not connected to someone who had knowledge of his specific order. It was ultimately discovered that the miscommunication extended to result in the part not being
ordered until five days after the customer was originally told it would be.

When **. ******** learned of this delay, he spoke to **. ***** and stated that he wished to cancel the order and take his
business elsewhere, and be refunded the $75 he had paid for the service call.
**. ***** agreed and requested the refund that day. **. ******** should receive a check in the mail within 4 weeks.

**. ******** states that our company did not contact ******** **** ****** to authorize the repair. This is inaccurate, and
*** records will show that the repair was not autho required. **. ******** also states that he was unable to reach United Air Temp by phone, and that he repeatedly received a voice notification and that the line would then disconnect. This is a serious concern to us, as we always want to be reachable by our customers; however, I have personally tested our phone lines and cannot reproduce the conditions **. ******** described. 

United Air Temp sincerely apologizes for the inconvenience **. ******** experienced while waiting for this part; we understand his frustration, and are increasing efforts on our end to improve the ordering process so that this situation does not repeat itself. 

Sincerely,



7/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company has been trying since April 4 to fix our air conditioning. It is now June 5--almost two months later and the problem still hasn't been detected or fixed. United is the designated hvac contractor in our area for ******** **** ****** home warranty company, which has a warranty on our home. Most of United's work is for ***. If our job is any indication, *** should find another contractor. It has now been a week since the last attempt at repair failed. United still doesn't know why the air conditioner isn't working, and United's only proposed solution is to come out tomorrow and install a part that United has already replaced twice without fixing the problem. Unfortunately because of the *** warranty, we are stuck with United and can't hire someone else to fix the problem.

Desired Settlement: Since the air conditioning system still hasn't been fixed after repeated efforts to fix it over a two month period of Florida heat, just replace the system instead of trying to fix it.

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

July 2, 2014

 

Better Business Bureau of Northeast Florida

Attn: ***** *****

 

Homeowner: ****** ****

Case #: ********

 

 

 

Dear **. *****:

This letter is in response to the complaint filed by **. ****** **** on June 5, 2014. **. ****, a renter whose air conditioning system is covered by the homeowner’s home warranty policy, is requesting that the air conditioning unit be replaced rather than repaired because of the amount of time the repairs have required. While United Air Temp sympathizes with the inconvenience **. **** has suffered and understands how frustrating this process must be, we unfortunately cannot provide a replacement of the system—nor do we have the authority to. This is an issue that should be taken up between Kyle *****, the homeowner, and ******** **** ******, the home warranty company. Additionally, the repairs to **. ****’s air conditioning unit were completed successfully one day after this complaint was filed, and have not been an issue since that date.

United Air Temp’s contract with American Home Shield (***) requires us to repair parts whenever possible before determining that the part requires replacement. Sometimes these determinations can be made quickly and easily, and our recommendation to *** that replacement is the best option is approved early on. However, often we will not be able to reach that conclusion until several repair options have been explored first. The reality is that sometimes during this process, one successful repair will allow another underlying problem to surface. This can be tedious and frustrating for both the technician and the customer. Most of the time we are able to eventually successfully repair the part or unit. On occasion, after exhausting our repair options, we may recommend at that time that a part or a unit be replaced. ******** **** ****** makes the final decision as to whether that recommendation will be approved. 

In the case of **. ****’s unit, United Air Temp was contracted by ***, **. *****’s home warranty company, to respond to a “no A/C” call on April 5, 2014. A refrigerant leak was discovered, and the replacement part was ordered. Over the next several weeks, **. **** was forced to wait until parts arrived, repairs were made, and additional underlying problems surfaced and were diagnosed, often with more parts needing to be ordered. Most of these underlying problems were the direct result of damage done to or a strain put on the system by the original refrigerant leak. At one point, the evaporator coil also failed; I believe this was a result of it being overtaxed by the other damaged and failing parts. With the failure of this coil, we did recommend to *** that it be replaced rather than repaired, and this replacement was approved.

On June 6—the day after **. ****’s complaint was filed—the second, new compressor was installed successfully. At this stage, all of the failed or damaged parts have been repaired or replaced, which means that all involved parts are now operating at the same level and should cause no further issues. 

Coincidentally, we visited **. ****’s home in June to service a second air conditioning unit, unrelated to the one discussed above. *** once again selected our company to run the call, and **. **** did not request a different contractor. The service done to the second unit was easily and successfully resolved; while our technician was at the home, he also checked the first unit to confirm that it was still functioning properly. As of June 23, everything was operating as it should.

We hope at this time **. **** is happy with the condition of his system and no longer feels a replacement is necessary. We do sympathize with the inconvenience he experienced and understand the frustration, but want him to know that we always had his best interest at stake and did everything we could to resolve the situation for him under the terms of the home warranty. We apologize for the lengthy process that became necessary to reach this resolution. If **. **** still wishes to pursue a replacement of the entire system, he will need to have the warranty holder, **. *****, contact *** directly to discuss that request. As the contractor assigned to this case, I do not have the authority to make that call. 

Sincerely,

****** ** *********

Chief Operating Officer

Consumer Response:

[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: ********

I am rejecting this response because:

It should not take a competent air conditioning contractor two months to diagnose a problem and complete a repair.


Regards,

****** ****








Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

July 11, 2014

 

Better Business Bureau of Northeast Florida

Attn: ***** *****

 

Homeowner: ****** ****

Case #: ********

 

 

 

Dear **. *****:

 

This letter is in response to the rejection filed by **. ****** ****. **. ****’s rejection simply states that “it should not take a competent air conditioning contractor two months to diagnose a problem and complete a repair.”  I agree—it should not, and this was not the case in this situation. I would like to remind **. **** that his air conditioning unit suffered multiple failures, all resulting from damage that was caused by the initial problem—which was diagnosed immediately during the first visit.

 

In my original response, I painstakingly outlined the sequence of failures involved, describing when and why each occurred. I explained that **. ****’s home warranty company requires United Air Temp to repair rather than replace whenever it is reasonable, and that this sometimes takes more time because additional problems are uncovered as each repair is made. It is unavoidable and understandably inconvenient and frustrating. United Air Temp was diligent in pursuing this repair until all affected parts had been identified and addressed. The work that was performed was competent and professional, and I can only assume that **. ****’s suggestion that it was not is merely a product of the frustration he experienced during this process.

 

United Air Temp is proud of the work we did, and we stand by our original response. While we sympathize with **. **** for the inconvenience he experienced, I must state again that because of the pre-existing damage, the time-consuming manner in which the entire system was repaired was unavoidable. As I described in my first response, eventually all of the effected parts were identified and either repaired or replaced, bringing them all up to the same level of functionality. My understanding is that there have been no further issues since the final repair was completed on June 6th, and I am unsure as to why **. **** feels a rejection is appropriate.

 

Sincerely,

 

 

****** ** *********

Chief Operating Officer

Consumer Response:

[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: ********

I am rejecting this response because:

United's work was neither professional nor competent.  The reason that the process dragged on for two months was caused solely by United's lack of diligence and professionalism.  For example, United's technicians almost never showed up when they said that they would.  Appointments were made for early morning and the technician wouldn't show up until 5:00 p.m.  On at least two occasions, the technician who showed up at 5:00 p.m. said that he couldn't work on the system because it was raining.  DUH!!!  It rains in Florida just about every afternoon in the summer after 3:00 p.m.  That's one reason why we set up early morning appointments with United!!!

When one of United's many failed repair attempts occurred, United did not come right back out the following day but, rather, scheduled us for the "next available appointment" which often was several days or a week later.  Likewise, whenever United needed to order a part, it was never there the following day but often took as long as a week to arrive.  On one occasion United ordered a compressor which took a week to come in.  United neglected to open the box to check it, and discovered that it was broken when United came out to install it.  The result--another week's delay!

No plumber would ever take two months to restore water service to a home and no electrician would take two months to restore electric service to a home.  You would not see any plumber or electrician blame a two month delay on "multiple system failures".  A two month delay is simply unacceptable for any essential service, and air conditioning in Florida during the summer is an essential service.   It is easy to sit back in your office in Virginia and write glib responses to complaints from frustrated customers (of which United has many), but United's representative was not here to listen to the broken promises, lame excuses, and utter confusion at what was causing our problem.  I respectfully disagree with United's explanation and response.  United's services were neither "competent" nor "professional", and United did not correctly diagnose the problem on the first visit or any subsequent visit.

Regards,

****** ****








6/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our home air conditioning unit stopped working. We contacted United Air Temp, signed a contract and paid for the installation of a new AC unit. On May 16th the technicians came and installed the new system. Before they left, I realized that an External Filter Box that I had purchased ($435) and that was on my contract had NOT been installed. I notified the Sales Manager who said he would contact the Installation Manager. I have not heard anything since. I have called the company multiple times. I have talked to receptionists, emailed managers, left messages with installation managers, left my phone number multiple times, left multiple voice messages, and have NEVER received a phone call or e-mail back from anyone. This was a $435 part. It is now May 28th. I still have not been contacted by the company and have no appointment to get the part installed, no credit for the part, and no advocate working in my favor.

Desired Settlement: We would like the company to contact us to schedule a time to complete the work that has been paid for.

Business Response:

 

 

Better Business Bureau

Attn: ***** ****

Homeowner: ****** ******

Case #: ********

Dear *** ****:

This letter is in response to the complaint filed by **. ****** ****** on May 28, 2014. *** ****** is requesting that an external filter rack that was purchased with her air conditioning system be installed as originally agreed upon. United Air Temp accepts full responsibility for this oversight, and has in fact already installed the filter rack.

The filter rack described above was to be installed at the same time *** ******’s new air conditioning system was installed. I am not sure why this portion of the installation was not completed; it could have been a missing part or some other problem, or it could have simply been overlooked. This is not an excuse, but merely a possible explanation. The filter rack did not affect the functioning of the system, but I do realize that it is still an inconvenience to the customer to not have the entire job completed. The service manager involved left for vacation at this time, believing he had already made the arrangements to have the filter rack installed in his absence. Unfortunately there was a fair amount of miscommunication, and *** ****** did not receive the response she deserved. We sincerely apologize for the inconvenience we have caused her; I am embarrassed by the oversight, which was clearly our responsibility.

The filter rack was installed on June 4th; therefore, I believe this case has been resolved. I would like to provide *** ****** with the specific name and number of our Operations Manager, in the event that she has any issues in the future. Please call *********** ****** at ###-###-####, ext. ****. *** ****** is a valued customer, and we look forward to continuing to do business with her.

 

Sincerely,

****** ** *********

Chief Operating Officer

Consumer Response: [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.]

Better Business Bureau:

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

Regards,

****** ******

5/29/2014 Problems with Product/Service
5/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sold me a new heat pump which cost $7,000. 14 months later it was broken. I discovered it was broken when my electric bill came in at 4 times the normal electric usage. I called them, they came out, couldn't fix it, had to wait for the parts, came back spent an evening trying to fix it had to come back the next day and spent nearly the whole day working on it. Told me it was fixed and it was a manufacturing defect. My next electric bill came in and it was even worse! Called them back they came out again, didn't fix it... had to wait for parts. Left my house running emergency heat again. Came out decided it didn't need the part they thought it needed, didn't replace the part but replaced another part. Told me it was fixed, left and my house started getting colder in 30 minutes. Guess what? The part they had with them but didn't replace, needed to be replaced. They have replaced at least four different major parts over the past three months. The broken unit has been running on emergency heat the entire time. Never being fixed from one month to the next. I told them someone needed to pay my electric bill because of the faulty unit. They refused to help with the bill and refused to contact the manufacturer on my behalf. The told me to call the manufacturer (*****) myself. I called the manufacturer, *****, who said that United Air Temp needed to call them and get the ***** rep to come out and take a look so they could verify the defect. The manufacturer said if United Air Temp wasn't doing that it was because they (United Air Temp) didn't want to admit they had installed the unit incorrectly. United Air Temp refuses to call the manufacturers rep to come look at the unit but insists it is a product defect. ***** says they won't help until their guy sees the unit and says THEY can't direct their own guy to come out and look. ***** says the only way to get the ***** field rep to my house to check the unit is for United Air Temp to call them. United Air Temp refuses to call the field tech. Both United Air Temp and ***** claim I cannot insist on the field rep coming to look at the unit. Anyway, one disaster after another. In the end costing me over $1,000 in electricity over the coldest months in the year and no one will stand by this practically band new heat pump that I am STILL PAYING FOR.

Desired Settlement: At the very least, someone is responsible for selling me a defective product that has cost me over $1,000 dollars. I really want the unit completely replaced as it appears to be a lemon. At least four major parts have broken on this practically brand new unit. I shouldn't have to pay an additional $400 a year for a service contract on a brand new heat pump. In essence that is the only way for me to be certain that a future break down won't cost me even more. So in effect, I have to spend an additional $4,000 on a $7,000 piece of equipment just to ensure it doesn't break. Isn't there any guarantee that the equipment sold to me will work? I have to spend money for something that is practically new. AND, even if I buy the service contract for the next ten years (the normal life of a heat pump) I can still be out the money it costs me for electricity when it doesn't work properly? I paid for a new energy efficient heat pump I should have that and some assurance that failing an act of God, that the unit will work correctly for at least a few years.

Business Response:

April 6, 2014

Dear **. *******:

This letter is in response to the complaint filed by **. ***** ******, received on April 3, 2014. Please note that this complaint should be viewed as the first from **. ******; the complaint for this same matter filed in earlier this year was retracted, and therefore no action on United Air Temp's part was necessary. Please also note that this response is well within the 10 business day window requested by the BBB, and no penalty should be attached.

The ******s' situation involves two issues; the first is high electric bills that they believe United Air Temp should reimburse them for. **. ****** is requesting that we cover the cost of these bills, which resulted after a part failed in the heat pump they purchased in September 2012. The service agreement that fully covered the replacement of this part clearly states that United Air Temp would not be responsible for damages such as high electric bills. The terms outlining what is and isn't covered are listed in detail on the back side of the service agreement; item #2 under the heading "We agree to" states that parts and labor only are covered, and item #18 under the heading "Exclusions" states that property damage (which would include collateral damage such as frozen pipes or a higher electric bill) are not covered. We therefore must state that **. ****** is not entitled to any compensation. The ******s have also complained to the Commonwealth of Virginia with the same request for reimbursement. A copy of our response is attached.

The second issue is the faulty heat pump itself. Although the heat pump is currently working properly, it began to fail 16 months after it was purchased. Parts and labor for any necessary repairs were covered under the service agreement the ******s purchased, but the agreement does not cover the replacement of an entire unit. The manufacturer, *****, has agreed to provide the ******s with a replacement unit; however, this does not include the cost of the installation. The ******s do not believe they should have to pay this cost, and I believe they have a legitimate grievance—but they are directing it at the wrong party. As we have indicated to the ******s before, they need to discuss this with ***** directly. The warranty with United Air Temp expired four months before the failures began; there is now only the service agreement. However, the ******s have an extended 10-year warranty with *****. They are the appropriate party to request installation coverage from.

There was never a reason to suspect that the heat pump was faulty before this time; in fact, at the one-year warranty check in September 2013, the system was functioning properly. As this warranty ended, the ******s were offered the opportunity to purchase a one-year full service agreement. They declined.

Four months later, the system began experiencing multiple part failures. Any labor expenses related to the system were no longer covered, but we offered the opportunity again to purchase a retroactive full service agreement for $389.95, which would then cover the accumulating expenses. United Air Temp absorbed over $4,000 worth of expenses that the ******s would have otherwise had to pay for out of pocket.

**. ****** states that we refused to contact ***** on her behalf; this is not accurate. Manager *** ********* spoke with an ***** representative, who informed him that they would replace the entire unit at no cost and also that a defect had been discovered in several heat pumps. (The cost of installing the unit is a separate expense.) He suggested that **. ****** also contact ***** herself, since she as the customer possessed the actual warranty. It is possible that **. ****** spoke to an ***** representative before **. ********* had a chance to speak with someone, but he absolutely did not refuse to initiate contact.

Perhaps because we installed the original heat pump—or perhaps because they misinterpreted their service agreement as a warranty that would cover labor costs—the ******s felt that we should install the new heat pump at no charge. This is not a covered expense. I recognize that **. ****** does not want to absorb the cost of installing the new replacement unit provided to them by *****, but we should not be expected to, either. It is not our responsibility, and there was no fault on our part; this claim should be addressed to *****. **. ******'s response was to file her first complaint with the BBB. Obviously, I felt United Air Temp had been attacked unfairly.

During further talks between the ******s and **. *********, we discussed where the responsibility to cover installation expenses truly fell and that United Air Temp had no legal obligation to absorb such costs, and ultimately reached an agreement: now that the ******s understood this, we would install the new unit at no cost if they would retract the inappropriate complaint. Our ultimate goal was to keep our customer happy, and we felt it was reasonable to ask that a misguided complaint be eliminated.

However, I soon learned that **. ****** had filed a complaint with the Commonwealth of Virginia requesting that United Air Temp reimburse him for his high electric bills. **. ********* reached out once more to the ******s and asked that, per our agreement, they retract the complaint; they did not—I assume because they still feel that this is a justified demand, since they are making the same demand with the BBB now. We ceased making arrangements for the installation because the ******s did not adhere to the ter** of our agreement. Despite knowing that United Air Temp should not be held responsible for installation costs for the new unit, **. ****** filed this complaint with the BBB.

We will not install the ******s' new unit for free while being unjustly attacked, and we are now revoking that offer. The faulty heat pump and its replacement is a manufacturer's issue and should be addressed with *****. The failures have nothing to do with our workmanship, and we have upheld every aspect of the service agreement that relates to this issue. We have tried in good faith to accommodate the ******s until this point.

United Air Temp will be cancelling the ******s' service agreement, and refunding them the prorated amount of $195.00 for the remaining six months of the contract. This cancellation will be effective immediately. We will also be placing the ******s on our "do not call/do not service" list. They will now need to find another contractor to install their new heat pump. It is unlikely that anybody will do this for free. It is unlikely that even ***** would cover the expense of this labor, but once again, we recommend that they discuss this directly with *****. They are a reputable company and may be able to assist them.

Sincerely

Consumer Response: [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: *******

I am rejecting this response because:

I am glad **. ********* response included backing for my claim, which I stand by 100%. The facts remain:

I purchased a heat pump from UNITED AIR TEMP.
At no time did I contact ***** to purchase a heat pump,
I did not order the unit directly from *****
***** did not sell the unit directly to me
UNITED AIR TEMP sold me a heat pump
I receive a bill monthly for this broken unit from UNITED AIR TEMP
I have a contract for the sale of the unit from UNITED AIR TEMP
I have no contract or contact with ***** regarding this heat pump. I don't know them, they didn't sell me anything. UNITED AIR TEMP did.

At some point UNITED AIR TEMP must take responsibility for the products they sell. If I bought a new car from a dealer and it broke down, I would take it to the dealer to have it repaired. The dealer would not tell me to drive it to Detroit and knock on doors at the ********* factory. It is the responsibility of the dealer (in this case UNITED AIR TEMP) to negotiate on behalf of the customer with the manufacturer. It is not my responsibility to go to the sellers - seller to get assistance. If UNITED AIR TEMP had made the slightest effort to talk to ***** on my behalf, I'm sure this would not have deteriorated to this degree. Your representative litterally did NOTHING at all except shrug his shoulders and tell me "too bad."  It's a heck of a business practice to sell expensive equipment to the public and wash your hands of any responsibility if things do not work properly. I want other consumers to know UNITED AIR TEMP will do nothing to assist you if they happen to install a faulty unit. Except of course suggest you purchase a yearly $400 service contract, which adds an additional $4,000 to the total cost of the $6,500 unit. A very handy way to get $10,000 for a $5,000 heat pump.

I definitely want this complaint to stand. Others should be warned of this business practice.

Regards,

***** ******








Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

April 23, 2014

 

Better Business Bureau

Attn: ******* *******

 

Homeowner: ***** ******

Case #: *******

Dear **. *******:

This letter is in response to the rejection filed by **. ***** ******. Although we have tried on several occasions to explain to **. ****** that her issue is not with us but with the manufacturer of her heat pump, she still does not understand or accept this; she continues to falsely and unfairly attack United Air Temp. There is little more that we can add, and this will be our final response to this issue.

I would like to address each of **. ******’s bullet points regarding her belief that United Air Temp is responsible for installing her new heat pump at no cost and reimbursing her for her high bills:

  • She purchased a heat pump from United Air Temp—IN 2012
  • She would never contact ***** to purchase anything—THE CONTRACTOR MAKES THE PURCHASE
  • She would never order anything from *****—THE CONTRACTOR PLACES THE ORDER
  • ***** sold the unit to United Air Temp, WHO IN TURN SOLD IT TO HER
  • United Air Temp did indeed sell her a heat pump THAT CAME WITH A ONE-YEAR WARRANTY—THAT EXPIRED IN 2013
  • The monthly bills she refers to show an increased cost related to problems that arose AFTER HER WARRANTY EXPIRED
  • The ‘contract’ she refers to for the sale of the unit is either her one-year warranty, WHICH HAS EXPIRED—or the service agreement she purchased later, WHICH COVERS THE REPLACEMENT OF DEFECTIVE PARTS, NOT AN ENTIRE UNIT
  • She is mistaken in that SHE DOES HAVE A ‘CONTRACT’  (A WARRANTY) WITH ***** regarding this heat pump AND IT IS THIS WARRANTY THAT SHOULD BE ADDRESSED

All of these points have been made multiple times in earlier letters and conversations. **. ****** accuses us of not taking responsibility for the products we sell, but what she is demanding extends beyond the parameters of her coverage. Nevertheless, United Air Temp has tried to work with her and accommodate her requests, offering her more than her service agreement entitled her to—including the free installation of the replacement ***** unit that was to be given to her at no charge by *****—if she retracted her inaccurate complaints. She agreed to, but did not. As we have already stated, there is no more that we can or will offer and we once again advise her to contact ***** directly if she wishes to continue seeking compensation.

**. ******’s analogy of taking a defective car back to the dealership where it was purchased for a repair at no charge would be fitting—IF THE CAR WAS STILL UNDER WARRANTY. However, if it was not—as her heat pump is not—she would naturally be charged for any services rendered.

**. ****** also accuses United Air Temp of not negotiating with ***** on her behalf. She see** to be forgetting that it was United Air Temp who negotiated for and acquired the replacement heat pump for her from *****, free of charge. Suggesting that she—as the actual warranty holder—additionally contact ***** herself to request that they reimburse her for her high bills is a far cry from “refusing to make the slightest effort.” We simply are not the correct party to ask this of *****; that is a request that is appropriately made by the warranty holder.

 I would also like to comment on **. ******’s accusations that we “will do nothing to assist” a customer or that we “washed our hands” of any responsibility, which I find particularly insulting when we have tried to go above and beyond what **. ******’s service agreement entitled her to. When we made repairs to the unit after her one-year warranty had expired, we offered her the option of purchasing a retroactive $400 service contract to cover the expenses that were totaling far more than that amount, despite the fact that the ******s had declined this purchase when the warranty first expired. This suggestion benefited her, not us; we ended up absorbing a huge amount of money spent on replacement parts and labor. We did not require the ******s to agree to continue making this purchase each year, and to accuse our company of trying to earn another $4,000 from her is ludicrous. Also, when the unit needed to be replaced, it was United Air Temp who acquired the free replacement unit for the ******s. This offer from ***** did not include the labor cost to install the unit, but we also offered to absorb this cost as well. It was she and her husband who violated the agreement we reached.

As I stated earlier, this is our final response on this matter. We have acted in good faith and are disappointed at the increasingly venomous actions the ******s have taken in response. We wish them the best in their quest to reach a satisfactory resolution with *****. We will be available to provide ***** with any necessary information, but we will have no further contact with ******s.

 Sincerely,

****** ** *********

Chief Operating Officer

Consumer Response: [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: *******

I am rejecting this response because:

I stand by my complaint. I want other consumers to be forewarned.

Regards,

***** ******








5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a United Air Temp customer for almost 20 years, but I until now I have not had to call on them for immediate repairs. I have discovered that their customer service is terrible. United Air Temp is not providing me with prompt plumbing and air conditioning repair services as required by contract. First, I called in a plumbing leak involving my master bathroom faucet over a month ago and I am still waiting for final repairs to be completed. The plumbers have visited my house 3 times and cancelled one appointment where I had taken a day off from work. The plumbers have been unable to obtain correct fitting parts to make final repairs on the faucet. I have to call the plumbers periodically to find out the status of the work because United Air Temp apparently does not keep customers up-to-date on their work. Recently, I had a air conditioning technician visit my house for a routine maintenance check of my AC system, under contract, to make sure my system is ready for the summer. Today I tried to run the AC and I have no AC upstairs, using my dual thermostat control. I called United Air Temp to get 24-hour emergency service, as promised on their website, and when the on-call technician called me back he told me that I did not have an emergency and that they were too busy with other calls to come to my home! I am completely fed-up.

Desired Settlement: I want them to honor their contract with me to provide prompt repair services.

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

April 23, 2014

 

Better Business Bureau

Attn: ******* *******

 

Homeowner: ******* ********

Case #: ********

Dear **. *******:

This letter is a response to the complaint filed by **. ******* ******** on April 13, 2014. **. ********, a customer of ours for over 20 years, is frustrated with the time involved in both plumbing and HVAC repairs made recently to his home. These situations have already both been resolved to his satisfaction; **. ******** has offered to retract his initial complaint, and continues to be a valued customer of ours today.

United Air Temp installed a rather specialized ******* tub faucet for **. ********; because of its uniqueness and our inexperience with this faucet, the repair did take longer than we (and the customer) would have liked. The installation has now been completed and **. ******** is very happy with the results.  

**. ******** also had an issue with his air conditioning unit, for which he has a service contract entitling him to emergency service when needed. He called us at 10:00 pm on a Sunday night and spoke with the duty technician on call, who was fairly new at this position. When **. ******** described the problem as “the upstairs was not cooling properly,” the duty technician misinterpreted that to mean that the customer’s home had two zones—meaning the home had an upstairs and a downstairs unit, and the upstairs unit was not the sole source of air conditioning in the home. Because of this, he advised **. ******** that the situation was not considered an emergency. Nevertheless, a technician made the repair the next day, well within the 24-hour window that we promise our service contract customers. In hindsight, it would have been possible to come out on Sunday evening to make the necessary repair, as **. ******** would have preferred, but as the request was not made until 10:00 pm, the service call would have been some time in the middle of the night. 

**. ******** is a long-time customer of United Air Temp, and we truly value his loyalty. We sincerely apologize for any inconvenience he has experienced. **. ******** has offered to retract his initial complaint and we are very appreciative of that offer. If he has any further questions or concerns, he may call me directly at ###-###-####, ext. ****.

 

Sincerely,

 

 

 

Robert R. Batchelor

Chief Operating Officer

 

 

 

4/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a ****** Mini-Split system from United Air Temp in Summer 2010, and purchased the extended warranty program that included two (2) visits to clean and inspect for $49 per visit. Multiple Problems with the Unit over time, some addressed, some not. Listed from the most critical to the least critical: 1. After a inspection / check in the first week of January, the unit stopped working. Not the usual tech doing the work. Called the company and the regular tech found broken fan blades in the unit. As of today - March 21, the unit still is not working. The list of "reasons" why are long, wrong part ordered, part on back order, crews not available, different part fails. 2. In the summer of 2011 the remote condensate pump started to make a vibration sound. The sound started as an insignificant hum growing worse over time, to the point where the sound interrupted conversations in the room. Made the first request for service late in the Summer 2011, when the service tech came for the 6 month inspection. The problem reappeared in Summer 2012 and went unresolved, as I asked the service tech to look at the problem when performing the inspection. In 2013 the sound grew much worse, to where it was not possible to hold phone conversations over the noise. In May 2013 I became more assertive with the company to resolve the issues. After a number of attempts to replace the pump, remount the pump, or isolate the pump, the loud sound continued. When the right pump finally appeared it did not resolve the problem. The tech, manager, and installation manager inspected the unit and decided that the unit needed to be reinstalled with an access panel. The company personnel did not schedule those repairs before the end of the cooling season. In fact, those repairs did not happen until March 2014. It appears that the company is attempting to resolve the problem. The personnel apologize with each service failure. However, it also appears that the service team is incapable to resolve the problems without causing more problems. How much of the issue is a bad product (the ****** indoor unit) or the general skills and abilities of the personnel to fix the problem or order the correct parts is unknown. I do know that this issue created over 50 hours of lost time for me dealing with the issues, and additional costs for space heaters in my office this winter. Contacting the company and scheduling service is frustrating. Manager do not return calls. Promised call backs do not happen. Scheduled repair dates get rescheduled because of parts not arriving or because the wrong part shipped from the manufacturer. Today I received a surprise, the Regional General Manager returned a call the same day I called, within 20 minutes, only to tell me that he would have to speak to one of the other managers who does not return calls. Perhaps there is hope. However, the company continued to prove that they cannot keep their commitments.

Desired Settlement: I want a unit that cools and heats as quietly as it did in the first year of operation. The indoor unit has now been disassembled and reassembled enough to where it does not hang on the wall properly. I suspect the wall unit will not operate properly, so replacement is in order. The wall around the unit is damaged, so they should arrange the repair of the wall damage as a good faith effort to make up for the months of poor service. They should refund the last service changes ($49) where the tech damaged the unit.

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

April 23, 2014

 

Better Business Bureau

Attn: ******* *******

Homeowner: ***** *********

Case #: *******

Dear *** *******:

This letter is a response to the complaint filed by **. ***** ********* on March 21, 2014. **. ********* is unhappy with the performance of his heating unit and would like it replaced; he would also like damage to his wall repaired and to be reimbursed for a recent service fee of $49. I have researched the issue and would like to offer **. ********* my apologies for his inconvenience, and to make this situation right for him. 

**. ********* purchased a ****** heating unit from United Air Temp; ****** is a well-known and reputable brand name. When repairs became necessary for the unit, we discovered that ****** does not seem to stock all replacement parts in the U.S.; it was a surprising and unfortunate discovery, and we feel badly that a product we installed in a customer’s home has required such a long and drawn-out repair.  

The necessary (and correct) part has just recently arrived, and we have already contacted **. ********* to schedule a repair for one of the days he requested. As compensation for his inconvenience, we would like to refund the $49 service fee that was most recently paid; we would also like to offer **. ********* his next two maintenance checks at no charge (valued at $49 each.) Additionally, our human resources department will contact him to make arrangements to have the drywall damage repaired at no cost to him. 

**. ********* is a valued customer, and we sincerely apologize for the inconvenience he has experienced. His complaint has made us aware of the availability issues that currently exist with ******, and we are in the process of improving this situation for the future. I have also spoken to service manager **** ***** about the importance of returning phone calls. **. ********* should continue to contact **. ***** to discuss any scheduling issues; however, if he does not receive a timely response, he should feel free to contact me directly at ###-###-####.

 

Sincerely,

****** ** *********

Chief Operating Officer

 

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution:

  1. Refund of the January 2014 Service fee ($49)
  2. Next Two Maintenance checks at No Charge.
  3. Repair of the Damaged Drywall
 is satisfactory to me under the following conditions:
  1. This repair actually solves the problem of the unit not working.  Since the damaged caused by the tech who broke the fan blades by sticking a thermometer into the unit, other parts failed.  If, in the execution of this latest repair, another part fails, for whatever reason, UAT agrees to replace the indoor unit.  By this point of time the UAT team will have disassembled the unit a minimum of 3 times - each time creating more damage.  I suspect there is a cascade failure, where the failure of one part creates a failure of another part.  After the motor, what fails next.  In the long run it may be better to replace the unit than to continue to replace failed parts.
  2. The drywall repairs are executed before June 15, and include repainting the repairs and the access panel.  I have the matching paint on hand.
  3. The condensate pump  issue remains unresolved.  UAT still must resolve the original excessive noise issue.     

Regards,

***** *********

4/4/2014 Problems with Product/Service
3/10/2014 Delivery Issues
3/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We received a new Air Conditioner and Heating unit in July. We have taken 3 days off of work to complete the repair necessary to pass the inspection that is the law in Virginia. After multiple phone calls and more then 3 tries United Air Temp has yet to fix the issue. We have spent multiple days getting an inspector out after each try and yet it still has not passed inspection. The Virginia inspector has spoken with United Air Temp employees while working on our units and still it has not passed inspection. We have had multiple issues with our unit that United Air Temp has not fixed. We have tried to speak to someone in Management at United Air Temp and they tell us that the only supervisor is the one that sold us the unit. We are concerned that not only is the problem not being resolved, but that the problem could be causing polluted air or heat into our house. We don't understand why they can't fix the issue and don't seem to care if they do or not. We spend 250.00 a year for a contract with Untied Air Temp yet they don't seem to what to fix the issue.

Desired Settlement: I would like management to come out with an employee and fix the problem at a time that I don't have to take off work anymore. I would like that the employees stay while the Virginia inspector looks at the job so we don't have to waste anymore of our time and lose anymore money from missing work. I would also like an apology from someone that months later the problem is still not fixed. It is a brand new unit that has cost us $10,000.

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

January 24, 2014

 

Better Business Bureau

Attn: ******* *******

 

Homeowner: **** ***** *******

Case #: *******

 

 

 

Dear **. *******:

 

This letter is in response to the complaint filed by **. **** ***** ******* on January 9, 2014. **. ******* is requesting that a heating and air conditioning unit installed in her home be repaired so that it will pass the mandatory county inspection, and that a United Air Temp employee be present at that inspection to ensure that it does not fail again. We feel **. *******’s request is fair and reasonable and have already begun the process of correcting this situation.

 

The unit in question was installed in **. *******’s home in July last year; as the county requires, it was inspected soon after but failed the inspection. A technician returned to the home, made adjustments, and the inspector returned—only to fail the system a second time. **. ******* is understandably frustrated. We are unsure of why the system has failed the inspection, as we feel this should not be the case. Often the explanation is that installation instructions contradict the county code; in these cases, the installation instructions supersede the code, and it may be necessary to speak directly to the inspector to explain this.

 

**** ****, our service manager, has already made arrangements with **. ******* to resolve this situation. A new inspection date is scheduled for Monday, January 27th; our installation manager, **** ****, will be present at that inspection to speak directly with the inspector. Should any adjustments be necessary, he will be able to make them on the spot. If there is an issue of instructions contradicting code, he will be available to resolve this with the inspector.

 

We are truly sorry for the frustration and inconvenience **. ******* has experienced, and want to assure her that she is a valuable customer. **. **** has given her his own cell phone number so that she may contact him directly in the future if she has any questions or comments.

 

Sincerely,

 

 

****** ** *********

Chief Operating Officer

Consumer Response:

Complaint Against: **** * * ********** ********* **** * ********** **
Problem
Nature of Complaint: Service Issues - An improper or inferior service
Problem:
I recently notified BBB of a complaint with the same buisness. As much as we appreciate the quick response from you and United Air Temp, the problem has yet to be resolved. I have received multiple phone calls from the regional manager in my area and the technician. There have been many apologies and concerns for not getting our job done and passing inspection that is necessary by Virginia law, yet United Air temp continues to make it less convenient for us and solely based on their needs. When I received the first phone call from the regional manager I made it clear to him that my husband and I have already taken multiple days off of work to get the job done. He assured me that we would not have to do this again and that he would make sure we were taken care of as soon as possible and it would be convenient for us not them. Unfortunately this is not what has occurred. I have gone back and forth with the technician and regional manager all week to get the job done. Needless to say we have to take time off of work AGAIN on Monday. They say this is the best they can do. Everything that I thought was agreed upon with the regional manager was not what was accomplished. At one point the technician put blame on the inspector that it was just him wanting an item to pass that is not even in the code books. To me this was another excuse. It is apology after apology when all we wanted was the problem to be fixed. I have tried to speak to someone other then the regional manager for our area (***** ******) and every phone call we place to United Air they tell us there is no one else to speak with. Everyone has a supervisor ,yet we have not been able to talk with anyone.

Desired Outcome
Desired Settlement: Other (requires explanation)
Desired Outcome:
I have spent thousands of dollars on our units. I have recently paid $250.00 for our yearly maintenance contract. We feel as though we could be compensated for this with all the problems that have occurred. This is not a business I would like to continue with, but with all the lifetime warranties we have on both our units we have no choice. We are asking for United Air Temp to give us a free one year contract and reimburse us the $250.00.

Business Response: ate Sent: 2/26/2014 1:50:04 PM

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

February 25, 2014

 

Better Business Bureau

Attn: ******* *******

 

Homeowner: **** ***** *******

Case #: *******

 

 

 

Dear **. *******:

 

This letter is in response to the complaint filed by **. **** ***** ******* on January 24, 2014. It is actually a separately filed complaint about an issue that **. ******* had already registered a complaint about (case # *******), which United Air Temp has been working diligently on to resolve. We feel this was excessive and unnecessary, as we are making a good faith attempt to bring closure to the situation and have been trying to work with the customer to do so.

 

**. ******* had a heating and air conditioning unit installed in her home that has not yet passed the mandatory county inspection; she reasonably requested that a United Air Temp representative be present at the next inspection to ensure that the unit be approved. As we indicated in our last response, a new inspection date had already been scheduled for Monday, January 27th. Installation manager **** **** was to be present at the inspection. **. ******* filed her second complaint on Friday, January 24th, before that inspection date had even arrived.

 

While we understand **. *******’s frustration in having to take additional time off from work to be available for the inspection, this is unfortunately the best that we or the inspector are able to offer. **. **** was indeed present, and was able to clarify with the inspector what adjustments needed to be made. These adjustments could not be completed while the inspector remained at the home; thus, a final inspection will need to be scheduled. ***** ********, our permit manager, has been trying to coordinate with **. ******* to make these arrangements via phone and email, as **. ******* requested, but did not always receive a response from the customer, and had trouble finding a time that was compatible for both the inspector and the customer.

 

An inspection date was ultimately reached for Friday, February 28th.  United Air Temp will have a representative present at this inspection as well. Once the inspection is completed, service manager **** **** will contact **. ******* to discuss her requested compensation. If she prefers, she may contact **. **** herself at ###-###-#### or at the personal cell phone number he had previously given her.

 

Again, we are truly sorry for the frustration and inconvenience **. ******* has experienced. We hope that we can work together to resolve this matter once and for all.

 

Sincerely,

 

 

****** ** *********

Chief Operating Officer

 


2/18/2014 Problems with Product/Service
2/14/2014 Problems with Product/Service
2/12/2014 Problems with Product/Service
2/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: United Air Temp contacted me soliciting for business for AC maintenance the rep. explained the company was running a special for Twenty Five dollars. I thought that was a great deal and actually informed her that I had other properties that I would like the service for as well. the Rep. setup the appointments with me, her company called several times on Thursday to confirm, I inform the Rep. that I was home and waiting. my appointment hours were from 12:30PM TO 3:00OPM I was home all day no one called me or showed up. The following day I had schedule for my Mom home and a rental property be serviced. **** the Tech. did show up but I received a phone call from my Mom stating he wanted Sixty Nine dollars I told my Mom pay him Twenty Five and ask him to leave. **** did get on the phone and I did ask him what kind of (bleep) is this, is this some kind of a scam? I was told it was Twenty Five Dollars, we went back and forth I told my mom I was calling the company, I called and asked to speak to a manager which **** explained she was the supervisor I explain to her she told me she was calling the tech now and the fee was Twenty Five that the tech. was not aware of the special. OK! when he leaves the unit started making a noise I told my Mom to turn it off and then back on and give it a minute it probably would stop. I left and went home, my mom called me the next morning stating that the noise persisted and no heat was coming out. Now we had a freeze that night, my mom states she knew how to keep warm. I called another AC company to come out the tech. explains everything to me and recommended I contact the company that came out. so I called the company asked to speak with **** the supervisor explains to her she said she was sending a emergency tech. out that day that was at 11:45am it was 6:00pm again no one showed. This is very frustrating because another freeze is going to hit tonight. I called back and the office is closed. REALLY! This is just not good customer service!

Desired Settlement: To fix whatever they broke!

Business Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

January 24, 2014

 

Better Business Bureau

Attn: ******* *******

 

Homeowner: ***** ******

Case #: *******

Dear **. *******:

 

This letter is in response to the complaint filed by **. ***** ****** on January 4, 2014. **. ****** is requesting that a repair be completed in her home; the repair was in fact completed on the day the complaint was registered, and the issue has been resolved.

 

A United Air Temp technician came to the home of **. ******’s mother on January 3rd to perform a “clean and check” service on her heating system. Our company had offered **. ****** a promotional rate of $25.00, but our technician was unaware of the promotion and asked for a larger amount. The customer called her daughter to question the amount; **. ****** spoke directly to our technician in a rude manner (she quotes herself in her complaint as having said “What kind of (bleep) is this”); the technician then spoke to a supervisor, who confirmed the promotional price. The customer was charged $25.00 and the misunderstanding was resolved.

Unfortunately, **. ******’s mother experienced a minor problem with her system, and **. ****** contacted United Air Temp just before noon the next day to report this. Our supervisor ***** assured **. ****** that we would send an emergency technician to the home to make the repair that day. Emergency calls are typically run at the end of the day, as they are unscheduled appointments that must be fit in to an already-scheduled day. **. ****** filed her complaint at 5:00 pm that day; our technician arrived at 6:00 pm and made the repair, which proved to be a screw not tightened properly, causing a noise.

Our service manager **** ****** contacted **. ****** himself as soon as the complaint was received; before that point, we were unaware that she was unhappy with the service. Because of the initial confusion about the promotional fee and the fact that the customer was **. ******’s mother, it is possible that **. ****** suspected we were trying to take advantage of her; this absolutely was never the case—it was only an unfortunate miscommunication. We do wish that **. ****** had contacted our service manager first, but want to assure both her and her mother that they are valuable customers and we appreciate their business. In a gesture of goodwill, **. ****** offered and has already refunded the $25.00 that was paid for the service. We believe this issue has been resolved.

Sincerely,

 ****** ** *********

Chief Operating Officer

12/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the summer of 2013, I had issues with an air handler in my home. As events unfolded, we had to replace an air handler, for which United Air Temp ("United") was well compensated. The air conditioning unit that was repaired ran off the same thermostat as our oil furnace. After United repaired the AC, when the temperature dropped, the furnace would not turn on. I had United come out again and was told that the thermostat was fine and that there was an issue with the furnace; however, United did not repair oil furnaces. I then had a furnace company come out and, as it turns out, the furnace was fine and fired up immediately upon the circuit being closed. The issue is/was that the furnace was no longer connected to the thermostat and that the furnace wiring to the thermostat was missing. In short, the thermostat wire that left the furnace did not terminate at the thermostat. Where did it go? My furnace and AC ran off this thermostat for the seven years I have owned my home – until United did the repair work. The United employee who tried to repair the issue recently said the thermostat was fine, which was not possible if the furnace wire did not terminate at the thermostat. I have been able to repair the problem caused by United since United was not able to fix it, but not without significant time, expense and frustration. As such, I am seeking a $500 refund for the work United performed for me.

Desired Settlement: $500 Refund.

Business Response:

This letter is in response to the complaint filed by **. ****** ********. **. ******** is requesting a $500 refund from United Air Temp as compensation for expenses he incurred to repair a heating system that we do not service with another contractor. He suggests that work we performed earlier made this repair necessary; we do not agree and therefore do not feel **. ******** is entitled to this refund.

 

United Air Temp visited **. ********’s home on June 24, 2013 to install an air conditioning air handler. Included in this service was the installation of a new non-programmable thermostat. Both his original thermostat and this newly installed thermostat controlled both the air conditioning and **. ********’s oil furnace. It should be noted that our company does not work on oil furnaces through **. ********’s home warranty company, American Home Shield.

 

Two months later on August 16, **. ******** requested that United Air Temp replace the new non-programmable thermostat with his original thermostat, which I believe was programmable. (There was no problem with the thermostat—**. ******** may have simply preferred the programmable function.) When our technician, Louis, arrived at the home, he discovered that the new thermostat was no longer mounted on the wall; it had been removed by someone outside of our company (possibly **. ******** himself) since our first visit in June. ***** reinstalled the original thermostat and tested both the heating and cooling systems to ensure they functioned properly. This is documented on the invoice. Although an $80 trip charge should have been applied to this visit, United Air Temp provided the service as a courtesy to **. ********.

 

Two months later on October 22, **. ******** requested that United Air Temp replace the original thermostat that we had reinstalled in August with a new programmable thermostat, and also indicated that he was having issues with his cooling system. ***** visited the home again and determined that the cooling system was functioning properly, but the heat was not coming on. Because United Air Temp does not work on oil furnaces through **. ********’s home warranty company, ***** advised **. ******** to have them transfer this call to a contractor that did. We also notified American Home Shield of the situation. No work was done to the thermostat at this time.

 

**. ******** had another contractor repair his oil furnace after this visit, at a separate and additional cost to him. He states that this contractor informed him that the furnace issues were related to the thermostat wiring. This may well be the case; we have no way of knowing what was done to the wiring after August 16—the last time our company performed any work on the thermostat. We have no way of knowing what work was done to this equipment since that date, or by whom.

 

Both American Home Shield and United Air Temp manager ****** ***** have advised **. ******** to file a dispute through the home warranty company, but to our knowledge he has so far refused to do so. In an effort to resolve the situation, American Home Shield contacted us and asked if we would revisit **. ********’s home to confirm that the heating issue was not related to an improperly wired thermostat. Although we know this is not the case we agreed, and have tried to contact **. ******** to arrange this but have been unable to reach him and he has not returned our calls. He will not communicate with either American Home Shield or United Air Temp, and instead has chosen to file a formal complaint and request the above-mentioned refund directly from our company.

The expenses **. ******** incurred were to repair his oil furnace, a service we do not provide No work done by our company involved the furnace. The last actual service we provided was on August 16, and it is documented that the thermostat and both the heating and cooling systems were working properly at that time. If the furnace issues were indeed related to the thermostat wiring, this was a result of work done by another party or **. ******** himself, not United Air Temp. We do not feel **. ******** is entitled to any refund or compensation.

 

Sincerely,

 

 

 

****** ** *********

Chief Operating Officer

12/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: two different people from this Company came to my house on the same day to repair the A/C.paid the first gentleman 80 dollars,he did not have change so his boss was suppose to bring back the other 5 dollars the fee was 75 dollars.after the second guy left(****** *****) my wife and I called to see if they had put everything back the way it was ,they assured us they did.when the weather changed we attempted to turn on the upstairs heat and it didnt work.we then called back to ******** **** ****** and they sent over *** ****** another company.The gentleman ask me to lok at the switch and it was basicly left in the off position,once he flipped the switch on came the heat,however it cost me 75 dollars,i recontacted ********** who explained the fault would be united air temp.

Desired Settlement: 80 dollars

Business Response:

This letter is in response to the complaint filed by **. ******** *****. **. ***** is requesting a full refund of $80 he had paid to United Air Temp for a service call because a second service call became necessary at a later date. We have learned that the need for this second call was due to a minor oversight on our part, and would like to refund **. ***** the full amount that he is requesting.

 

United Air Temp visited **. *****’s home to service his air conditioning unit; our technician discovered that the unit’s coil was leaking. The technician disabled the system so that it could not be accidentally run (this would damage the system due to the absence of refrigerant.) Unfortunately, it seems our technician inadvertently turned the power off to both the air conditioning system and **. *****’s furnace. As the repair was never made, this oversight was not discovered until the weather became cold enough to need the furnace. **. *****’s home warranty company sent a different HVAC contractor to his home when he requested a service call for no heat; if United Air Temp had been sent this time as well, we would have recognized the oversight and corrected the situation at no cost to **. ***** at that time.

United Air Temp will be issuing a refund in the amount of $80 to **. *****, which he should receive in the next 2-6 weeks. We apologize for the error and the inconvenience, and want **. ***** to know that we do consider him a valued customer.

 

Additionally, we would like to remind **. ***** that if he has not yet repaired or replaced the leaking coil, he still should not run his air conditioning unit, as this will cause irreparable damage.

 

Sincerely,


 

****** ** *********

Chief Operating Officer

Consumer Response: [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.]

Better Business Bureau:

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

Regards,

******** *****

11/18/2013 Problems with Product/Service
11/17/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Re: United Air Temp failure to fulfill the warranty agreement to replace covered parts on my Amana Heat Pump I placed a service call to United Air Temp in September 2013 because my heat was not working. ** the technician came out to inspect and repair the problem. After his assessment and call to the manager to report his findings, he sadly informed me that the reversing valve and TXV valve need to be replaced and he had to order the parts that will take 7-10 business days to come in. He warned me not to attempt to use the regular heat pump only the emergency heat. Around October 8, 2013, when the cold weather began to arrive, the emergency heat appeared not to work. Andrew, another technician, came out made a few adjustments and told me that the system works fine just let it run. During this time, several weeks past and still no valve parts available to fix my unit. I complained to the office and **** ******, manager about the turnaround time for this repair and the fact that I experienced a similar problem with this heat pump last year that resulted in three major parts replaced and the compressor. At that time I had to stay in a hotel for several days, because the emergency heat did not work. After five weeks of no regular heat, **** ******, manager came to my house on Friday, October 25, 2013, to “fix” my heat pump. He showed up at my door with no boxes, no supplies, no equipment, just a smile. Greeted me and then began to ask a series of questions about “what was the weather like when my heat pump stop working? How long did I hear the loud noise? At this point, he had determined that I did not have a heat pump valve problem and accused the original technician ** of incompetency prior to taking one look at my heating system. It did not take me long to figure out what was about to go down. **** ******, manager did not have any intention of replacing those valves when he showed up at my door. I told him that he was trying to give me manure and get out of his obligation under the warranty agreement to replace those valves. I also told him if he suspected an incorrect diagnosis by his trusted technical representative **, he should have come to my home the next day in September not five weeks later after I have used emergency heating for several weeks and missed time from work twice waiting for a repair that did not happen. He said that I had an air flow problem that is easily corrected by switching the vent air direction. This is crap! Four hours after his twenty minute visit, I have the thermostat turned up to the high seventies and it feels like 69. He said that he will reimburse me for the two days of work. I told him that I was a ____and earn K. Then he asked me for income verification, unbelievable. When we purchased this home the previous owners selected this heat pump and this company. If this system was not under warranty, I would not be involved with this company.

Desired Settlement: I am requesting that you immediately fix my heat pump by replacing the reversing valve and TXV valve parts that ***** in your customer service office told me were in the warehouse and ready to be installed in my heat pump.

Business Response:

**** *******, the service Manager, has been working on this with the customer. The repair was done by **. ******* himself, prior to the BBB complaint. The confusion was in the fact that a TXV and Reversing valve was ordered but not the issue. The original technician was incorrect in his diagnoses, unfortunately this happens, and no technician is perfect. With that being said we are sorry for the confusion and any inconvenience incurred. In the future please feel free to call **** directly, this is faster and more efferent then through the BBB. I know **** called the customer today to verify the heat is working from the ulta zone repair (often gives systems of reversing valve or TXV), an all is working correctly.

Thank you for your business

*** *********

C.O.O

11/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two weeks ago United Air Temp called to say that it was time for my Heating unit service which I new was bull because I nothing said I have too. But I thought it was a good idea. Any way on Monday the 28th the came out to do the service. The charge was $69.00 for the service. This was in the morning. Now prior to all this the heating unit had been working fine. It has been running without issue since the 2nd week of Oct. with no issues whats so ever. Latter that evening when the temp fell the unit would not start, . there was no display on the thermostat and the unit was just day. I called them, they sent out the same guy and now he said that something needed to be replace. I had to call my warranty company and I now had to pay another service fee, this time $75.00. There was nothing wrong with my unit before they came. I believe this was a set up so they could get paid more money!The way I see it it is either a dishonest employee or a dishonest company. I called the company and besides the receptionist I only get management voice mails and they do not return my calls, so that speaks for itself.

Desired Settlement: I want my $75.00 back which I consider stolen.

Business Response: I will refund him the money. I don't think that ** did anything wrong. I spoke with the customer and he also admits that he doesn't think that we did it on purpose. The system was running when the technician left but latter in the evening it wasn't. The transformer was burnt. He replaced the transformer and the system is operational.the customer is OK with refunding of the service fee. I told him that i don't refund him the money because i think that the technician did anything wrong to his system but because is is a awkward coincidence that the system broke down in the same day.


****** *****

10/22/2013 Problems with Product/Service
10/4/2013 Problems with Product/Service
10/1/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This is about United Air Temp Heating and Air Conditioning of Florida, inc. - unable to find their location in BBB, although their invoice displays a BBB emblem. After a June 2013 service we ordered and paid with debit card for an A/C filter. To date, 8/29/13, we have not received this filter. After several phone calls to ###-###-#### and voicemail message (no response) requesting our money be refunded, still nothing.

Desired Settlement: Refund of amount paid for product not received.

Business Response: Sorry for the delay, we are a National company and some times refunds take longer then it should have. I now ******* has talked to you and you have received your refund.

 
thank you for your business
 
*** *********
C.O.O.


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