United Air Temp Air Conditioning & Heating, Inc

Review: 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 [redacted], 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, [redacted], 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.

[redacted], 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 [redacted] in your customer service office told me were in the warehouse and ready to be installed in my heat pump.

Business

Response:

[redacted], the service Manager, has been working on this

with the customer. The repair was done by **. [redacted] himself, prior to the Revdex.com

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 [redacted] directly, this is faster and more efferent then through

the Revdex.com. I know [redacted] 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

Review: The United Air Temp Technician came to my house on March 20, 2013 as scheduled. He was to check my furnace, check my heat pump, and advise me of any problems I may be having. He did this. I thought I was satisfied with the service. However, two days later, I discovered to my horror that he had left my outdoor water faucet running and had removed the door from my heat pump shelter and placed it on the ground. The water had been running over the door all of this time. I was in a state of shock. I immediately called United and after two additional calls, I have not heard anything from them. My water bill is going to be outrageous.Desired Settlement: I really think the $155 I paid for a furnace filter should be refunded.

Business

Response:

To: [redacted]

From: [redacted]

Re: [redacted]s Service Compliant

[redacted] left a voicemail on Monday, March 25, 2013. Unfortunately, the phone system did not indicate that a voicemail had been left, and I was unaware of her call until Thursday, March 28,2013 when I received a voicemail alert notifying me of a message left by another customer that day.

Review: 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

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]

Dear [redacted]:

This letter is in response to the complaint filed

by **. [redacted] on October 28, 2014. [redacted] believes that United Air

Temp misdiagnosed a cracked heat exchanger in his home after a second

contractor provided a conflicting diagnosis, and is requesting a refund of the

service fees for both our visit and that of the other contractor. United Air Temp stands by our diagnosis and

does not feel [redacted] is entitled to a refund; we are in fact so confident

of our ability to correctly diagnose this issue that our company has a standing

policy stating that if we do indeed misdiagnose

a cracked heat exchanger, we will install a new furnace in the customer’s home

at no cost.

A United Air Temp technician visited [redacted]’s

home to check both of the home’s 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[redacted] came to the home and

confirmed the cracks; he and the technician also determined that the upstairs

heat exchanger had a hairline crack that had not broken all the way through the

surface 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 [redacted] 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.

[redacted]’s home warranty company sent one of

their own contractors to provide a second opinion; this contractor did not

reach the same conclusion that our technician and manager had, leading [redacted] to believe that our diagnosis was 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 [redacted] had been shown the crack himself, he refused this offer twice.) If that

is not possible, I myself as the Chief Operating Officer will be available to

visit the home and show the customer the crack.

• Most

importantly, United Air Temp is so confident in the process we use to correctly

diagnose a cracked heat exchanger that—if after returning to the home we

determine that the crack does not exist—we will install a brand new furnace at

no cost to the customer. This is not a special offer made to [redacted]; this

is our standing policy.

United Air Temp does not feel [redacted] is

entitled to a refund for any services provided. However, we would be more than

happy to continue to honor the offers outlined above until the end of 2014. [redacted] can reach Mr. B[redacted] directly at ###-###-#### if he would like to

make arrangements to have United Air Temp revisit his home.

Sincerely,

Robert *. B[redacted]

Chief Operating

Officer

Review: 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 ([redacted]) myself. I called the manufacturer, [redacted], who said that United Air Temp needed to call them and get the [redacted] 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. [redacted] 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. [redacted] says the only way to get the [redacted] 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 [redacted] 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, 2014Dear **. [redacted]:This letter is in response to the complaint filed by **. [redacted], received on April 3, 2014. Please note that this complaint should be viewed as the first from **. [redacted]; 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 Revdex.com, and no penalty should be attached.The [redacted]s' situation involves two issues; the first is high electric bills that they believe United Air Temp should reimburse them for. **. [redacted] 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 **. [redacted] is not entitled to any compensation. The [redacted]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 [redacted]s purchased, but the agreement does not cover the replacement of an entire unit. The manufacturer, [redacted], has agreed to provide the [redacted]s with a replacement unit; however, this does not include the cost of the installation. The [redacted]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 [redacted]s before, they need to discuss this with [redacted] directly. The warranty with United Air Temp expired four months before the failures began; there is now only the service agreement. However, the [redacted]s have an extended 10-year warranty with [redacted]. 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 [redacted]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 [redacted]s would have otherwise had to pay for out of pocket.**. [redacted] states that we refused to contact [redacted] on her behalf; this is not accurate. Manager [redacted] spoke with an [redacted] 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 **. [redacted] also contact [redacted] herself, since she as the customer possessed the actual warranty. It is possible that **. [redacted] spoke to an [redacted] representative before **. [redacted] 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 [redacted]s felt that we should install the new heat pump at no charge. This is not a covered expense. I recognize that **. [redacted] does not want to absorb the cost of installing the new replacement unit provided to them by [redacted], 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 [redacted]. **. [redacted]'s response was to file her first complaint with the Revdex.com. Obviously, I felt United Air Temp had been attacked unfairly.During further talks between the [redacted]s and **. [redacted], 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 [redacted]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 **. [redacted] had filed a complaint with the Commonwealth of Virginia requesting that United Air Temp reimburse him for his high electric bills. **. [redacted] reached out once more to the [redacted]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 Revdex.com now. We ceased making arrangements for the installation because the [redacted]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, **. [redacted] filed this complaint with the Revdex.com.We will not install the [redacted]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 [redacted]. 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 [redacted]s until this point.United Air Temp will be cancelling the [redacted]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 [redacted]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 [redacted] would cover the expense of this labor, but once again, we recommend that they discuss this directly with [redacted]. 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]

Review: [redacted]

I am rejecting this response because:I am glad **. [redacted] 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 [redacted] to purchase a heat pump, I did not order the unit directly from [redacted] did not sell the unit directly to me UNITED AIR TEMP sold me a heat pumpI receive a bill monthly for this broken unit from UNITED AIR TEMPI have a contract for the sale of the unit from UNITED AIR TEMPI have no contract or contact with [redacted] 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 [redacted] 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 [redacted] 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

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]Dear **. [redacted]:

This letter is in response to the rejection filed

by **. [redacted]. Although we have tried on several occasions to explain to

**. [redacted] 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 **. [redacted]’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 [redacted] to purchase anything—THE CONTRACTOR

MAKES THE PURCHASE

She would never order anything from [redacted]—THE CONTRACTOR PLACES

THE ORDER

[redacted] 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 [redacted] regarding this

heat pump AND IT IS THIS WARRANTY THAT SHOULD BE ADDRESSEDAll of these points have been made multiple times

in earlier letters and conversations. **. [redacted] 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 [redacted]

unit that was to be given to her at no charge by [redacted]—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 [redacted] directly if she wishes to continue seeking compensation.

**. [redacted]’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.

**. [redacted] also accuses United Air Temp of not

negotiating with [redacted] 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 [redacted], free of charge. Suggesting that she—as the actual warranty

holder—additionally contact [redacted] 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 [redacted]; that is a request

that is appropriately made by the warranty holder.

I would also like to comment on **. [redacted]’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 **. [redacted]’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 [redacted]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 [redacted]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 [redacted]s. This offer from [redacted] 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 [redacted]s have taken in response. We wish them the best in

their quest to reach a satisfactory resolution with [redacted]. We will be available

to provide [redacted] with any necessary information, but we will have no further

contact with [redacted]s.

Sincerely,

[redacted]

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]

Review: [redacted]

I am rejecting this response because:

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

Regards,

Review: 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([redacted]) 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 [redacted] and they sent over [redacted] 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 [redacted] 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 **. [redacted]. **. [redacted] 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 **. [redacted]

the full amount that he is requesting.

United Air Temp visited **. [redacted]’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 **. [redacted]’s furnace. As the

repair was never made, this oversight was not discovered until the weather

became cold enough to need the furnace. **. [redacted]’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 **. [redacted] at

that time.

United Air Temp will be issuing a refund in the

amount of $80 to **. [redacted], which he should receive in the next 2-6 weeks. We

apologize for the error and the inconvenience, and want **. [redacted] to know that

we do consider him a valued customer.

Additionally, we would like to remind **. [redacted]

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.]

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

Regards,

Review: We have a home warranty contract with [redacted]). 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 [redacted] Furnace for an additional cost of $2382 over & above what [redacted] 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 [redacted] 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 [redacted] furnace that they sold me or I need a complete refund of the $2382 that I paid them on my [redacted] Card and an additional $800 for my cash out option from [redacted]. 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

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]

Dear [redacted]:

This letter is in response to the complaint filed

by Ms. [redacted] on September 22, 2014. [redacted] 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 [redacted] 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 [redacted]’s

home warranty company, [redacted], to visit the home for a “no A/C”

call in June. The technician found a cracked heat exchanger, and service manager

Jason L[redacted] came to the home to discuss furnace replacement options with

[redacted]. 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 [redacted] 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 [redacted] at the

time, both by Mr. L[redacted] and by the [redacted] 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 [redacted].

Mr. L[redacted] 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 [redacted] instead of

the replacement furnace, and use that money toward her own purchase. When [redacted] learned she could not request the specific brand of furnace she

preferred under her warranty, she opted for the cash out.

A week later, [redacted] contacted Mr. L[redacted]

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[redacted] 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, [redacted]

halted work on the new furnace after 90% of the job had been completed, stating

that she had purchased an [redacted] furnace and we were not installing

the correct furnace. Our installers were told to leave. Mr. L[redacted] contacted

the customer by phone and tried to explain that her statement was not accurate,

but she refused to listen, threatened to call [redacted] and her credit card company,

and hung up on Mr. L[redacted].

Mr. L[redacted] 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. [redacted] has rejected both

offers.

[redacted] is now requesting that we not only

refund the $2,382.00, but also the $800 that [redacted] offered her as her cash out.

We have made repeated offers to refund the first amount to [redacted] and are

still willing to do so; however, the cash out amount must come from [redacted], not

United Air Temp. She must contact [redacted] to discuss receiving this amount from

them.

[redacted] 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 [redacted] 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 [redacted]

and [redacted]. We suggest she contact them

directly to discuss this matter.

[redacted] can contact Mr. L[redacted] directly at

###-###-#### to inform him of her decision. Until then, there is no more that

we can do or offer.

Sincerely,

Robert *. B[redacted]

Chief

Operating Officer

Review: This is about United Air Temp Heating and Air Conditioning of Florida, inc. - unable to find their location in Revdex.com, although their invoice displays a Revdex.com 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 [redacted] has talked to you and you have received your refund.

Review: The air conditioning unit in our home went out and we contacted [redacted] 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 [redacted] and to us. Further, [redacted] 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, 2014Dear [redacted]:This letter is in response to the complaint filed by **. [redacted] on July 2, 2014. **. [redacted] is asking for the $75cost 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 [redacted] had already spoken to **. [redacted] 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 [redacted]), **. [redacted]’ home warranty company, to service his air conditioning unit on June 25, 2014. A replacement part was needed for the repair, and **. [redacted] was told that the part would be ordered that day. **. [redacted] contacted United Air Temp several times to check the status of the repair;unfortunately, there was some miscommunication and **. [redacted] 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 beingordered until five days after the customer was originally told it would be. When **. [redacted] learned of this delay, he spoke to **. [redacted] and stated that he wished to cancel the order and take hisbusiness elsewhere, and be refunded the $75 he had paid for the service call.**. [redacted] agreed and requested the refund that day. **. [redacted] should receive a check in the mail within 4 weeks. **. [redacted] states that our company did not contact [redacted] to authorize the repair. This is inaccurate, and[redacted] records will show that the repair was not autho required. **. [redacted] 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 **. [redacted] described. United Air Temp sincerely apologizes for the inconvenience **. [redacted] 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,

Review: I am a homeowner who has a contract with [redacted] (annual renewal required). When I had an issue with the upstairs AC unit, [redacted] sent United Air Temp to repair the work.

On 5/14/09 United Air Temp put in a new air handler unit for my upstairs AC unit. The installation was done improper and this caused the drain pan to crack after a few years. Because of the crack in the drain pan water leaked to cause water damage to the upstairs ceiling. I've talked to the manager ([redacted]) and he feels the crack has nothing to do with their technicians.Desired Settlement: I have pictures and receipts from another company that fixed the problem. They were also sent by [redacted].

Business

Response:

United Air Temp

P.O. Box 6300

Springfield, Virginia 22150

August 28, 2013

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]

Dear **. [redacted]:

This letter is in response to the complaint filed

by **. [redacted] on August 18, 2013. **. [redacted] is requesting a refund of

$175 to cover expenses for a repair made in his home that he believes was

necessary because of improper work provided by United Air Temp four years

earlier. We do not feel the damage repaired was caused by work our company

provided, and therefore do not feel **. [redacted] is entitled to a refund.

In 2009, United Air Temp was contracted by

[redacted]), **. [redacted]’s home warranty company, to respond to

a “no A/C” call. We replaced and installed the air handler, which was covered

by his [redacted] warranty. United Air Temp also offered a warranty on the work

done—30 days for service and 90 days for parts. This time period came and went

without incident.

In 2013, the upstairs ceiling in **. [redacted]’s

home suffered water damage. **. [redacted] states that the contractor that came to

make those repairs informed him that the damage was caused by the improper

installation of the air handler. The drain pan had cracked and allowed water to

leak to the floor. **. [redacted] spoke with service manager [redacted] and also

sent photos of the installation site. The customer believes that because the

condensate line was installed at an angle, this somehow caused the pan to

crack.

**. [redacted] explained that the installation was

done correctly, and that the angle of the line was not a factor. There was no

pressure on the line and no reason for any failure. The only reason the drain

pan would have cracked would have been if an external force had been applied to

the condensate line; possibilities include someone stepping on the line or

dropping a heavy item on it. The pan was not cracked at the time of the

installation, nor did the customer have any issues with it during the next four

years. The crack shown in the **. [redacted]’s photos is significant, and suggests

that once it occurred, extensive damage would have developed very quickly

afterwards. It would not have happened gradually over years. I have personally

reviewed **. [redacted]’s photos, and feel that they actually support **.

[redacted]’s conclusions. Our findings were also reported to [redacted].

While United Air Temp sympathizes with **.

[redacted]’s current situation, we do not feel we are responsible for the water

damage he experienced and therefore do not believe he is entitled to any

monetary refund. It is our opinion that the original installation was done

properly, and the crack in the drain pan is unrelated to the installation and

probably occurred recently. If **. [redacted] would like to discuss coverage for

damage, he should speak with someone at his home warranty company.

Sincerely,

Chief

Operating Officer

Review: In 2005, I purchased a heat pump system from United Air Temp. Within the first year and almost every year thereafter, the system has required major repairs, including fan motors, coils, motherboard, dampener, etc. This always happens at the hottest or coldest part of the season when the system is needed most. Most recently (currently) the compressor has gone bad. Keep in mind, the system is serviced twice a year and nobody ever sees the problem coming. My issue is not with the service techs, per se, although this last and current issue has been problematic. My issue is with United Air Temp as a product seller/distributor. I have sent several emails and made calls to United Air Temp since the second year after the purchase asking them to replace the system that they installed. I explained that the system has had continuous problem and our belief that it is a lemon. That can be attested to by the number of serious malfunctions experienced in a very short time frame after purchase and thereafter.

United Air Temp has never responded to any of our requests or inquiries regarding replacement of the system. We have also discussed the problem with the UAT service managers but they are not in the loop regarding sales and replacement. While my immediate concern is that the system breaks down annually, my prospective issue is what happens when the system runs out of warranty in 2 years (we expressed this same concern each year after year two.)

This entire system cost over $9,000. I need UAT to make good on their sales rep's promise that this system was an upgrade and that it would resolve the problems we were experiencing with the system it replaced.Desired Settlement: Replace the system that they installed.

Business

Response:

[redacted] our service

manager talked with **. [redacted]. They came to an agreement to waive the rest

of the warranty checks and also give him an extra year of warranty. He we call **.

[redacted] from now on if any issues occur.

thank you

C.O.O.

Review: I purchased a new air conditioner in November 2012 in [redacted] FL. The air conditioner seemed to be working okay until the last month, when it became very hot. At that time, I noticed that in the middle of the day the air temperature would not go down to the temperature I had set the thermostat to. On June 2nd, the air temperature would not go below 83 degrees during the day even though the thermostat was set to 78 degrees, so I called to ask a technician to come out. A technician came out, but could find no problems with the air conditioner. Then on June 12th, I called to ask a technician to come out again to the house because the air temperature would not go below 86 degrees even though I set the thermostat to 78 degrees. I was told a technician would come to my house that night and would call me 30 minutes prior to arrival, but no one ever came or called. I left 4 messages throughout the night, and none of the messages were returned. The next day, I called to complain and spoke to the manager [redacted]. I was told that a supervisor would come out to my house that day since the earlier technician couldn't help and that I would be called 45 minutes prior to his arrival so I could leave work and meet him at my house. Instead, a regular technician from another county showed up at my house without calling me beforehand. Because he wasn't a supervisor, all he could tell me was tell me the system seemed to be working and that someone would call me the next morning to set an appointment with a manager or supervisor. No one ever called me, so I called back and spoke to another manager, [redacted]. He came to my house with a supervisor and told me that he believes they put an airconditioner in my house that was the wrong size so it is not able to cool my house properly. He told me that he would go back to the office and do the calculations and call me back on Monday, June 17th and if it was the wrong size he would install the correct size. I did not receive a phone call on June 17th and so far there has been no attempt to contact me with a solution. I am in Florida, where it is extremely hot and will only get hotter. Along with the hot temperatures, my electric bill was higher this month than it has ever been since the day I moved in. I was told I would be saving money on the electric bill and instead it is $50 higher than the hottest day of the month last summer.Desired Settlement: I would like to have my air conditioner replaced IMMEDIATELY with a new airconditioner that is the proper size for my house and to be reimbursed for the extra money I had to spend on my electric bill that would not have been spent if the company had put in the correct size during installation. The longer this situation is dragged on, the hotter it is in my house and the more electricity I am wasting. I also have animals that are stuck in a hot house all day, which is not good for their or my heath.

Business

Response:

United Air Temp

Review: 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

Revdex.com

Attn: [redacted]

Homeowner: [redacted]

Case #: [redacted]

Dear [redacted]:

This letter is in response to the complaint filed

by [redacted] 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 [redacted] and is currently in the process of

arranging the repair.

United Air Temp installed a new air conditioning

system in [redacted]’s home in 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 [redacted] that he

would have his Service Manager, Daniel C[redacted], 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[redacted]. Daniel attempted to but could not reach [redacted], 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 [redacted] did return the call,

Mr. C[redacted] was not available to respond right away. While we do wish that [redacted] and Mr. C[redacted] had had a chance to speak with one another before a

formal complaint was filed, we do apologize for the communication breakdown and

the delay that it caused.

Mr. C[redacted] 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[redacted] assessed the water damage

and has made a general liability claim through our company on [redacted]’s

behalf. Our Human Resources department will be contacting [redacted] to make

arrangements for the repair, which will be at no cost to her. [redacted] is

aware of the status of this issue. If she has any additional concerns or

questions, she should contact Mr. C[redacted] directly at ###-###-####, ext. [redacted].

United Air Temp sincerely apologizes for the

inconvenience [redacted] experienced, and hope she finds this solution

satisfactory.

Sincerely,

Robert *. B[redacted]

Chief

Operating Officer

I have a warranty through American Home Shield. On Sunday, I called AHS and requested someone to come out and look at my AC. I had to call United Air as they never contacted me like I was told. A tech showed up on Wed evening around 5:30. He came in asked to look at my thermostat and air return. Then wanted to look at the inside unit and took down all the information about the unit. Then asked to go outside and check that unit. He never even asked me until he came back in and told me my freon was down 5-7 pounds. He then said he went out and checked the outside unit for leaks. None found, then came in and checked the inside and no leaks. Then he proceeds to tell me that he wants to check the lines under ground and needs to put gas in the lines for a couple days. He will have to come back a couple times to start and end the procedures. Meanwhile, I am supposed to sit in a house with no air for 2-3 days in 95-100 degree weather. He then proceeds to tell me that AHS will not cover this and that if they have to replace the lines which would mean going through the attic and placing the AC on the side of the house and it would all be at my expense. I told him I wanted a second opinion. He also informs me that my house unit is 5 years old and my outside unit is 14 years old, which is a surprise to me since I built my home 5 years ago and everything was new. He turned off my AC in the house and I told him I was going to run it. He said it would hurt my system, but I have dealt with this in the past and it has never hurt a unit I have had before if the coolant got low. They were not in a hurry to get down here and look at it when I made the call. So later, I turned the unit on in the house as it was 85 in the house. It usually cools down in the evening. Could not figure out why the house was not cooling some. Had my daughter go out and the unit was not running outside. I called AHS and United to find out what he had done to my unit. When she said the fan was not working, I said check the breaker. At that point, the tech called back and said he had shut off the breaker on the outside unit. I have dealt with such an it. If you shut off someone's breaker like that, the customer should be informed. I guess this would be a way for my unit to be ruined and he would blame me for turning on my AC. If something happens to my unit, your company is to blame. I plan on contacting Channel 9 news to file a complaint, but I see I need to get in line with all the complaints that have been filed. I will make sure that many of my friends are aware of how you do business. You are a disgrace to how to attempt to scam people. I think he thought that I was just some dumb old lady who would take him at his word and believe everything that he told me. Let me inform you, THERE IS NOT A SUCKER BORN EVERY MINUTE.

Review: UNETHICAL -UNITED AIR IS BILLING US FOR NO SERVICE - THEY NEVER SHOWED UP. tHE TECH CLAIMS HE WAS AT OUR HOUSE(4:50PM) WHICH IS A LIE BECAUSE WE WERE HERE!! HE CALLED AT 730 PM ASKING TO COME OUT TO THE SERVICE CALL WHICH WE SAID DO NOT COME WE HAVE LEFT THE HOUSE. WE TOLD THEM WE HAD TO LEAVE AT 5. THEY SAID WE HAD TO RESCHEDULE WITH [redacted] THEN. WE NEVER CALLED [redacted] BACK TO RESCHEDULE AND 2 MONTHS LATER WE GET A BILL FOR A SERVICE THEY NEVER COMPLETED. FILE A CLAIM WITH [redacted] AS WELL. THEY PROBABLY COUNT ON PEOPLE JUST PAYING THESE....THEY ARE RIPPING PEOPLE OFF.Desired Settlement: TAKE OF THE RIDICULOUS AND UNETHICAL $30 CHARGE.

Consumer

Response:

From: [redacted]

Date: Mon, Apr 8, 2013 at 11:02 AM

Subject: RE: You have a new message from the Revdex.com of Metro Washington

DC & Eastern Pennsylvania in regards to your complaint #[redacted]

To: "[email protected]" <[email protected]>

This complaint has been solved