Complaints

This profile includes complaints for United Air Temp Air Conditioning & Heating, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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United Air Temp Air Conditioning & Heating, LLC has 5 locations, listed below.

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  United Air Temp Air Conditioning & Heating, LLC

  6900 Hill Park Dr Lorton, VA 22079-1000

  
• 

  United Air Temp Air Conditioning & Heating, LLC

  3030 Business Park Dr Ste M Norcross, GA 30071-1400

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  United Air Temp

  8725 Youngerman Ct Ste 202 Jacksonville, FL 32244-6693

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  United Air Temp

  531A Pitts School Rd NW Concord, NC 28027

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  United Air Temp Air Conditioning & Heating, LLC

  PO Box 6300 Springfield, VA 22150-6300

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request an investigation into and resolution of an issue concerning the recent service provided under my ******** **** ****** (***) home warranty. My primary goal is to collaboratively address the matter and arrive at a fair and satisfactory resolution. On December 7, 2023, I initiated a service request for my furnace, and the assessment by United Air Temp on December 10, 2023, revealed a crack in the heat exchanger. The technician presented two options: a cost-free replacement of the heat exchanger or a complete unit upgrade for $7772 which the technician was insistent was the suggested route. Opting for the former, we later learned that the required heat exchanger was no longer available. United Air Temp recommended a full furnace replacement with an out-of-pocket cost of $3597, comprising of multiple code and modification expenses. ******** **** ******'s contribution was stated as $650, leaving a significant balance on our end. Upon reviewing our home warranty contract, I observed that heater coverage extends up to $5000, inclusive of compatibility and compliance work. The contract's exclusions for modifications only specify testing, permits, and previous code violations, none of which apply, aside from a $250 permit cost.I am not only seeking clarification but also a thorough investigation into the situation, consider the urgency of our circumstances currently without heat in freezing temperatures in Virginia. We called AHM and did not receive a resolution.We would like our furnace replaced and fixed with only the $250 permit cost which in indicated to not be covered.Cost breakdown:T- stat- $169 Plen - $525 B-Vent $525 Gas pipe - $199 Combustion - $180 Filter Rack - $625 Pan - $399 Float $350 Permit - $250 Co- detector - $375 According to United air temp to replace the furnace and have it in in working condition the cost would be $4250 - $250 for permit would be $4000 to be covered by AHM within the $5000 limit.

  

  Business Response

  Date: 12/28/2023

  In an effort to help the customer resolve this issue in a safe and timely manner, due to the current time of year  and nature or required repair, here is United Air Temp's quick response to the proceeding complaint:

  The customer's home warranty company, ***, placed a work order with us to go out to this customer's home.  We are obligated by our contractual agreement with *** to follow the terms set forth by *** in any endeavor with one of their customers.  If the customer has a dispute or question about the terms of their agreement ( contract with ***) or proposed transaction, they need to contact THEIR home warranty insurance company, ***.  We are not obligated, nor will we provide services and equipment not authorized or covered by ***.  Non- covered items are the responsibility of the customer.  If the customer doesn't like this fact, they are free to do business with some one else.  I know that the customer has the right with their *** agreement, to request and acquire a "second opinion" from another *** contractor if they do not like UAT's service.  We have followed the conditions and terms set forth with the CUSTOMER'S home warranty insurance company ***.  The following is a summation of the interaction with this customer;

  Customer placed a work order for no heat
  Upon inspection, we found a crack in their furnace( heat exchanger)
  The heat exchanger is no longer available
  American home shield authorized the furnace to be replaced
  They had an out-of-pocket expense of $3597 (non- covered items)
  Customer declined to pay out-of-pocket expense
  Unable to move forward at this time

  We wish this customer the best, and if, after discussing and clarifying this with the Warranty company ***, feel free to contact our representative that visited you to move forward with getting this taken care of in a timely and safe manner.

  United Air Temp considers this matter closed.

  Customer Answer

  Date: 12/31/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Hello *********************** and ***************** of the BBB. The two of you are working on separately filed complaints put in for two separate entities that work together as home warranty company and service provider contractually employed by warranty company.  Complaint #1 ID:  ********  against *** (******** **** ******) and complaint #2 ID: ******** against United Air Temp.  

  
   United Air Temp is the only option a homeowner has as appointed by *** to look to for repairs related to covered items and the home warranty they pay to cover them. Relating to *** and the warranty we have, Per our policy details it states pg. 3 " When repairing or replacing a Heating System, if such repair or replacement requires component or part upgrades to maintain compatibility and/ or compliance with SEER (Seasonal Energy Efficiency Ratio), HSPF (Heating Seasonal Performance Factor), or refrigerant standards, we will cover such upgrades and will also cover necessary associated upgrades to duct connections, plenums and indoor electrical lines up to and including the disconnect"  
  
  It also states " The Covered Item Limit is $5,000" to exclude some unapplicable scenarios not mentioned here.  
  Under Heating systems and "what is covered" it includes "All parts and components of permanently installed heating systems up to a 5 ton capacity of the following types: forced air (gas, electric, and oil), geothermal, wall-mounted heaters; floor furnaces, package units; heat pumps; mini-splits, hot water or steam circulating heat, and electric baseboard" 
  
  Today here and now we are being told as the homeowner's that since the heat exchanger is cracked and requires replacement and is no longer made by the manufacturer we will need to get a new heater, No other options. You would imagine the heater and associated labor costs would outweigh our associated out-of-pocket costs but here they are at $3,597.00 for us as the homeowner's due to the  suggestion that each item that constitutes that amount is considered to be a "modification or code requirement" .  
  
  Problem with scenario: We have verifiable proof through text message evidence and recorded phone conversation with United Air Temp  to support our suspicions regarding this seemingly low offer for a cash out option (initially $553) regarding our heater replacement.  United Air Temp was able to quote the amount of the payout that we would receive from *** prior to *** making their initial cash out offer and prior to them even beginning the process of researching the costs to estimate this payout. A dollar amount that is substantially lower than any heater worth its costs yet United Air Temp, a company separate in operations and systems knew the amount that would be offered by ***. They pad the work quoted for the job to heavily lean on the consumer to pay the bulk of the associated costs and are giving themselves "fire sale" prices on the items that they are paying. When opting for cash out to seek labor and costs quotes outside of the duo here *** gave us an offer matching what United Air Temp knew it to be somehow. Our padded associated costs included ultra high-priced carbon monoxide detectors and an ****** expensive thermostat even though our home is retrofitted with First Alert detectors for both smoke and carbon monoxide through-out and we have a new age smart thermostat from ******.  
  
     Furthermore, recently (Thursday December 28, 2023)  we received a notification from *** stating that we "accepted" their cash out offer. This despite the fact that we had a conversation, also recorded and something we will provide, where we tell *** representative NOT to close out this case and to have it remain open which they confirmed they would do on December 13, 2023. We stressed out dissatisfaction with the offer being presented to us in this conversation as well.  
  
  Please research this matter further as I am certain there is something amiss here and I will provide the associated messages and recordings as further evidence as soon as possible to prevent this matter from being closed without a justified outcome.  
  
  Regards,
  
  *********************

  Customer Answer

  Date: 01/09/2024

  Exhibit A: communication with *** from United Air Temp working as a manager (phone number can be verified with company) where he is explaining to my wife the pricing for a new heater vs all the "codes and modification" costs now that we have been made aware that the heat exchanger for our unit is no longer made.  

  Customer Answer

  Date: 01/09/2024

  Exhibit B is the actual photo you see in the text exchange of exhibit A and in here you can see the date is 12/11/2023 and the price quote for a heater and the associated labor is $650 total. *** was called shortly after we were given this offset in pricing.  United Air Temp was stating that our out of pocket costs for "codes and modifications" would be north of $3500! When questioned about the price of the heater and labor that was quoted since it appeared to be very low for a heater that would be sufficient for our 2100 sq ft home, *** advised us that they still have to submit and order and estimate for the heater and until that order has been placed they don't know what the prices are for specific heaters of various grades and sizes. The following day on December 12th 2023 we received a cash out offer as discussed with *** on the 11th and to our surprise the cash out offer was around the same as quoted by United Air Temp minus the "codes and modifications". This is despite the fact that you can't find a heater with a sufficient rating and size that would make sense for our home at the prices the two "separate" companies are quoting. Not to mention the fact that United Air Temp is quoting the same unheard of low prices that *** offered as a cash out but a day prior to them getting this information themselves? Perhaps they knew full well what the cash out price would be since United Air Temp is the only company *** would allow to do the work on our home.

  Customer Answer

  Date: 01/09/2024

  Exhibit C: Codes and modifications breakdown from HVAC professional that did a full eval on our homes heating and cooling system. This same person and company is quoting a thermostat for $179 even though our home was already equipped with a ****** smart home thermostat. They also quoted $375 for carbon monoxide detectors that are also already equipped within the home and on each level. The breakdown for AHS part and what they would cover is $300 for a whole furnace and $350 for the labor. Since this HVAC professional overlooked the pre-existing thermostat and CO detectors who's to say any of the other items are completely necessary or not already there to begin with. Also after researching the pricing for some of the other items listed I found they were all overly inflated for us as the consumer. 

  Customer Answer

  Date: 01/09/2024

  Exhibit E screenshot of first communication received from *** regarding cash out offer. This is the very first communication and it was received on December 12 2023 and the determining offer was right in line with what United Air Temp representative knew it was going to be.  
  
  We also have an audio recording that I could not attach due to size (elapse time 3min 07sec) where we are discussing our concerns regarding the offer after reviewing it for the first time and expressly decline the offer and demand the case remain open for an investigation. This was on Dec. 13, 2023 and this was the last conversation held between us and ***. They have not received any other instructions from us however just today on 1/9/2024 we received a check in the mail from *** for a cash out offer that was never discussed nor approved by **. *NOTE* if any portion of the audio recording would be most beneficial please advise. The audio involves anti-trust issues we are having with company and the relation between them (***) and United Air Temp.  

  

  Business Response

  Date: 01/10/2024

  This has been answered.  Please fins attached.  Any issues are between this customer and their Insurance company ***.  The customer can consult with their insurance company if there are concerns about this,  or they can request a second opinion and use another company.  

  United Air Temp considers this matter closed.

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To ***** and the powers that be with United Air Temp, I am writing this email to express my family frustration with United Air Temp and specifically ************* branch  manager here in Kissimmee Fl. As you know *****, this have been going on for months now. The latest situation is very very troubling! A couple weeks ago we come home to blacked out thermostats and I make a call to you guys and get an appointment only to find out my appointment was canceled by ******** which was the on call tech for the weekend! I called back in the next morning and one of the managers I spoke found that I was correct about having a warranty for the service for the first year from United Air Temp which I must also add that ***** stated the same thing on my call before she spoke with ********! This also was told to me before United Air Temp installed the brand new unit! **** the install manager and ******** both told me this as well! Ok so speaking with the operations manager **** or ****** I cant remember her name exactly but I am sure ***** knows who I am speaking about confirmed that there is such warranty and put in an appointment for me and had a tech out to my home the next day!!! The tech name is ***** and he isnt trained very well at all! After about 45mins in my house he couldnt figure out anything and then I asked bro did you check if there is a fuse somewhere and he was like yeah I missed that step let me check. Sure shooting the fuse was blown out. He proceeded to try and figure out the problem during the search I literally watched he blow through 10 fuses! So he never finds the issue and then ******** has to come out the next day! Upon doing his diagnostic check ******** blows out my thermostat and then tell me that was my issue. A bad thermostat which was less than a year old. He replaced it with some cheap thermostat and apparently rigged it to work and got out the door and said he would come back out to install my smart thermostat once I bought another. I called him when the new came in know answer no call back nothing! A few days later no power to the thermostat again. Now mind ******** wired and rewired all the wires both inside and outside our home! I then call back in with the no power to the thermostat and was told I was put on the do not service list by ******** and told that I dont have the warranty any more and your company is cutting my home off altogether!! I asked how is that possible and for what no one could give me a real answer. I then proceeded to call someone else to come out asap because the temperature dropped and my 4 and 2 year olds couldnt sleep in their rooms because of all this. The new HVAC people I hired came out and told me everything was wired wrong and there was wires cut and touching almost like it was do on purpose or from some who had no idea what they were doing! He also told this to ***** as I was on the phone with ***** while he was at my home fixing my unit! This is a serious matter finding out ******** left my unit in this type of condition. This could have caused a fire or anything to our home with young children in the house I cannot voice my concerns enough. This has been a complete nightmare for months And to leave my house in that state and then report to you guys that I am not to be serviced any more is completely unacceptable. I would definitely like to speak to a higher about all of this.

  

  Business Response

  Date: 10/19/2023

  Legal and BBB response to follow.  Slander and posting of Complete fabrications and mistruths do have consequences.   

  We haven't set foot inside your house since November of 2022.  Your claims that we left you  in a dangerous situation is laughable and a complete lie.  If you  have a real story to tell and the facts ( which you do not ) to back such a story then we will see you in court,  Otherwise don't speak our name ever again  .And yes this fool was put on the do not service do not call list because of his aggressive nature.  For the safety of our employees and his.  He feels the need to get up in everyone face every time someone is within his presence to help with his service issues.  Yelling and harassing the ladies in the office, not cool and quit pathetic frankly.  .It will not be tolerated nor will your attempts at bulling us on this social platform will not be tolerated tolerated or successful either.  You do not have a warranty with us!     If you have a problem call your insurance home warranty company,  they hired us not you. 

  United Air Temp considers this matter closed. 

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our water heater needed to be replaced as there was a leakage. We got in touch with United Air Temp (UAT) through our home insurance, ******** **** ****** (***). UAT gave us an exorbitant quote and led us to believe that they were the only options we had. They told us that *** would not cover a bulk of the cost. We got our water heater replaced on 06/30/2023. 2 men from UAT came to do the install. The expansion tank costs $50 and UAT charged us $450 for it. When I called the manager and told him that I would buy my own expansion tank for him to install, he threatened to pull his crew out and not do the job. The men left dents on my wooden floor and I called the plumbing manager (*****) about it who assured me that I would receive a call. No one called me. I sent texts and called UAT but no response. Further, one of the pipes was not correctly installed. After the men left, I had to immediately call UAT and ask them to reroute the technician to correct the error. Had the pipe been left the way it was, it would have created a flood in my home. I am requesting that UAT give me a refund for such malpractice and also fix my dented and scratched wooden floor that was caused by the techs during the install.

  

  Business Response

  Date: 10/12/2023

  We have reached out to the customer numerous times to address this complaint and the alleged property damage to the floor.  We are fully insured and bonded so we are more than happy to address this if the customer would return just one of our messages or calls.  This complaint was the first time we heard of the alleged floor damage. So please get back to us if this is truly something that needs to be addressed  so we can do so.

  As for pricing, we don't need to justify our price structure to you or anyone else for that matter.  We are not the most expensive home  service company in our industry or market.  Also if you don't like our pricing you can always choose another vendor or take care of your service problem  yourself.  YOUR insurance home warranty hired us, not you, so if you have a problem with the policies or pricing you can address that with them.  At any time they will send out another vendor.  In addition, most  professional company's in this industry will not install customer provided parts, again if you don't like that go somewhere else.  That is why we would pull our crew off the job.  It wasn't a threat it was an explanation of our standard operating procedure and commentary on what we will do.  

  Be careful not to slander our good name again, because if you again attach our name to a flat out lie, I will see to it that we come after you both personally and professionally with a full assault to seek all remedies afforded by civil and criminal law.  This also is not a threat, it is what will happen to you, I promise.   How dare you assert that we didn't respond to you.  You directly contradict yourself in the details of your own complaint.  How on earth did we immediately get rerouted to address your piping concerns?  We pride ourselves on timely an customer care.  Hiding behind the keyboard of a coward and defaming  our company with untruths will not be tolerated nor will we be bullied.  You can be assured of that!  You will not receive a refund and you will not falsely claim malpractice again without out severe consequences!  I hope for your sake you fully understand.

  United Air Temp considers this matter closed.

  

  Business Response

  Date: 11/29/2023

  We have reached out to the customer numerous times to address this complaint and the alleged property damage to the floor.  We are fully insured and bonded so we are more than happy to address this if the customer would return just one of our messages or calls.  This complaint was the first time we heard of the alleged floor damage. So please get back to us if this is truly something that needs to be addressed  so we can do so.
  As for pricing, we don't need to justify our price structure to you or anyone else for that matter.  We are not the most expensive home  service company in our industry or market.  Also if you don't like our pricing you can always choose another vendor or take care of your service problem  yourself.  YOUR insurance home warranty hired us, not you, so if you have a problem with the policies or pricing you can address that with them.  At any time they will send out another vendor.  In addition, most  professional company's in this industry will not install customer provided parts, again if you don't like that go somewhere else.  That is why we would pull our crew off the job.  It wasn't a threat it was an explanation of our standard operating procedure and commentary on what we will do.  

  You directly contradict yourself in the details of your own complaint.  How on earth did we immediately get rerouted to address your piping concerns?  We pride ourselves on timely an customer care.   You will not receive a refund.
  

  United Air Temp considers this matter closed. us why here...

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The main water line to my house was broken and needed to be replaced with a new piping from the outside to connect to the inside of the home. There was done December, 2021. The beginning of January, 2023, I noticed a sink hole on the site where the back filling of the dirt at the end of the repair was done. The sink hole is getting deeper and damaged the asphalt of the driveway. I inquired to the manager of United Air Temp whether they would repair the sink hole and repair my driveway? They did not feel they were responsible for the sink hole and were not going to do the correction to repair the damage. I was very disappointed with their response by taking no responsibility for the sink hole as a result of them not packing the dirt properly. Now, I have the added expense to do the correction. I don't think United Air Temp should put that expense on me, since they did not complete their job properly.

  

  Business Response

  Date: 09/28/2023

  A fresh water line was cracked under the ground when customer called us almost 2 years ago as confirmed in the complaint.  Water could be heard gargling under the ground before the repair.  Erosion is a real consequence of flowing water, it loosen up the ground in many ways seen and unseen. This is something that needs to be addressed after the ground has settled by the forces of rain water compacting and gravity.  It is not best practice to tamp or (forcefully pack the dirt) as the customer has incorrectly asserted in the complaint, as for this can cause damage to the pipe and repair.  Not to mention the erosion carries away soil and the close proximity of working around the existing driveway.  Settlement is a natural occurrence and needs to be dealt with after mother nature slowly settles the earth back into it's natural state.  Just like you often sees settlement near the foundation of a house several years after new construction has disrupted the earth.  We understand the frustrations and expenses of these types of repairs and the cost of home ownership and certainly do empathize with the customer. To be perfectly clear, it isn't that we "feel" we are not responsible for the negative side effects of this leaking pipe and the erosion caused.  We "know" that we are NOT responsible for the costs of this, nor will we repair this landscaping / driveway issue.  We are not landscapers and  can not be there to keep up with the  natural changes years after our repair work has been successfully completed.   We do appreciate the customer's business in having us repair the pipe and wish them our best in handling this ground settlement spot ( picture attached) in the yard and side of driveway.

  United Air Temp considers this matter closed.

  Customer Answer

  Date: 09/29/2023

  I do not agree with denied final decision from United Air Temp, they indicated that it was a couple of years.  The repair started on 12/29/2021, therefore you would have to say year  2022 to 2023.  I noticed the hole in December, 2022, which would be within a one year time frame.  Just to be clear about the time.  I think the company is making excuses for not holding up the contract with a 10 year warranty attached to the repair from the beginning to the end.  They should have also ensured my outside yard wouldn't cave into  a large sink hole, causing other damage.  If your company doesn't want to correct their mistakes, than at least hire a asphalt/repair company to do the repair.  It is a real mean thing to leave a senior customer on a fixed income to do the corrections and expenses for something your company didn't correctly do. When WSSC said you could fill the hole after their inspection, it should have been done correctly. The damage to the yard and driveway was not there before you began your repair work.  Now no one knows the extent of the damage and how large the sink hole goes under the driveway where the new water pipe was runned into my home.

  

  Business Response

  Date: 10/02/2023

  IF we put a 10 year warranty on ground settlement, this wouldn't be an issue.  We always honor our warranties.  There is no warranty on ground settlement.   If a company were to cover such  ground settlement in the cost of the job, it would be 4 times more than what you paid.  

  United Air Temp considers this matter closed.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our AC stopped working Saturday 9/2/2023. A tech came out that evening and aid our internal coil was cracked and needed to be replaced. He informed us he was ordering the pet right then and expediting it so our AC could be fixed Tuesday. Come Tuesday our house was 85 degrees and still had not been fixed. I called to inquire and was then told the part was not on its way yet and would now be here later on the week so our AC wouldnt be repaired until Wednesday or Thursday at the latest. Come Thursday I still had no answers or time frame when our AC would be repaired. I called and was finally informed that the part was not ordered Saturday but ordered Tuesday and would not be fixed until the following week. I have 3 small children and animals and am living in a house that is 87 degrees in a 100 degree heat wave with no help or effort to resolve the issue from them. Im irate to say the least and have lost all respect and faith in the company.

  

  Business Response

  Date: 09/20/2023

  The repair has been completed.  We came out on an emergency service call on Saturday 9-2-2023, Labor Day Weekend, as stated in the complaint.  Unfortunately we didn't have this coil in stock and it had to be ordered.  Being that this isn't a normally stocked part and the fact that it was a holiday weekend, this order was not able to be placed until Tuesday 9-5-2023, also stated in the complaint.   We apologize for any stress and inconvenience this caused, but this is something truly beyond our control.  We will be sure to re-train our field personnel to inform customer's that part orders can take up to 7-10 business days in the current market, as it appears we didn't properly communicate this.   Also that placing an internal return for part order is far different from having to go outside the company stock to order from distributors or manufactures.  We thank our customer's for their business and understanding in these types of issues.

  United Air Temp considers this matter closed.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  United Air Temp replaced a service valve that they claimed had leaked all the refrigerant out of my system. I paid $810 out of pocket for the new refrigerant since it was not covered under my home warranty. The cooling unit is not cooling again and when I called the company they stated that they only cover their work for 30 days. Work was completed 7/24/2023 and I called on 8/29/2023, literally 5 days over the 30. They obviously did not fix the original issue.

  

  Business Response

  Date: 08/31/2023

  We have spoken with this customer and all have agreed that this complaint was lodged prematurely.  He stated his intentions to remove this complaint when he gets back to town after weekend.

  We have an appointment set (through the home warranty company)  to to come out and factually determine what the issue is with the A/C.  Only at that point will anything be obvious.  Once the current problem is discovered, then and only then, can we move forward with a solution.

  The 30 day warranty noted in the complaint is dictated by the customer's home warranty insurance company and we are contractually obligated to follow the terms of the insurance companies agreements. 

  United Air Temp considers this matter as related to this premature complaint as closed.

  Customer Answer

  Date: 09/14/2023

  The company returned to troubleshoot the system again. Turns out it was still leaking refrigerant. The company will claim that this is a "new" leak that started after their original repair. I contend that the first technician did not leave my system at 100% based on his statement that he was not getting the right pressures for the system shortly before he left saying the repair was complete. This combined with the rapid degradation of the system (i.e., reduced cooling capability) within days of the repair lead me to believe that the system was not troubleshot and repaired properly in the first place. It was my fault that I took too long to call the company and it turned out to be over the 30 days. The contention that the company couldn't send a technician out to look at the system because of contractual requirements is a specious argument on it's face.

  My original frustration with the company was primarily because we spent almost the whole month of July without that AC unit because the company ordered the wrong part twice. At this point I don't expect anything from the company. The gentleman that called to discuss my complaint was very emotional and was not interested in my side of the story. I would chalk this up to a warning to other consumers. It appears that most of the complaints are tied to warranty work where the consumer has no choice as to the vendor supplied, which is unfortunate.

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid 400,00 dollar to fix our duck work with this company. They schedule on 08/11/2023 Friday to come out to service our duck work and AC My husband stay home so they can fix it. they call and said they was on the way. my husband said you coming to fix the duck work and service the AC, He said oh no he was just coming to the AC .My husband said you guys support to do the duck work too, He said he was the wrong tech so he said he had to reschedule for Monday. so again we stay home from work this time. And again no call no show this time I call about 6:30 and they said they had to reschedule again for Tuesday .Not acceptable and I have been trying to call someone in the corp office and no one have call me back this is not the way you treat customers, Name is under ****** and ***************************

  Customer Answer

  Date: 08/17/2023

  I have resolved this situation it was just a miscommunication. I am very satisfied with the work  *********; and ***** have done. No action is required Thank You

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a member of *** warranty company. My tenant at my property in ******* let me know on 7/31/23 that the AC was not cooling. The unit is original and was made in 1990.I had one company come out and they said needed replacing, and provided an estimate of $9100.00. I then called *** and they sent someone out from United Air Temp, who I assume they contract with. United Air Temp sent a tech named ********, who was prompt, on-time and courteous. He said the unit needed replacement but he needed his manager, ******* to come out and provide the estimate and reach out to ***. ******* came out and agreed that a full replacement was needed. He wrote me an estimate with a line item under "discounts' that said $1000 credit from ***". his quote was over $2000 more than the initial company.When I called ******** **** ****** to ask why they'll only cover $1000, and if that could be sent to me to use my own company, but that ******* hadn't sent in his recommendation yet. I've tried to reach ******* and United Air Temp with no reply. At this point I'm beginning to think that legal action will be my only recourse, as this is clearly a scam run between United Air Temp, possibly hand in hand with ******** **** ******.Many Thanks,***************************

  

  Business Response

  Date: 08/21/2023

  We have been in contact with this and customer and have had numerous conversations.  So the claim that we haven't replied is simply misdirected, false or dated.  The following are our case file notes on this homeowner;
  
  8/2/23- tech diagnosed system has having no mechanical failures. Set up appt to discuss upgrading.
  8/2/23- I went and provided an estimate for upgrade
  8/2/23- called into ******** **** ****** for diagnosis and reported upgrade option
  8/3/23- called into *** to confirm they received diagnosis/upgrade option
  8/3/23- left voicemail for customer
  8/4/23- talk to customer to explain. Customer understands that while system is working it should be upgraded. Upset that *** isnt covering the replacement of the system.

  We are bound to follow the directions and requirements of the CUSTOMER'S insurance company, ***.  If the customer is unhappy with the insurance company's  policies  and procedures they need to take that up with their insurance company (***).  The customer is free to use any company they want if they aren't happy with UAT as *** subcontractor.   We sent *** all required information and are bound by the details and agreement between the customer and ***.  

  Using this form to attempt to bully UAT with slanderous comments  and threats  will not prove favorable for this or any customer.  Let's stick to the facts.  Any further slanderous and misleading comments from this customer concerning falsehoods and any claim that we are running a scam against them will not be tolerated.  If this happens again, this customer will find themselves on the receiving end of full legal action and remedies afforded by the law both civil and criminal.  

  United Air Temp considers this matter closed.

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/23/23 - I filed a claim with ***. 6/27/23 - Technician arrived an hour late and was unable to complete an assessment due to lack of equipment/tools for a leak test.6/28/23 - the technician returned to perform the test. Concluded there was a cracked coil and it would need repair. The manager "******" made an attempt to up sell me on a replacement unit outside of ***' agreement. He provided me with a quote of $1200. United Air Temp took a deposit of $6000. 6/29/23 - I disputed the charges. ****** claimed I misheard despite having my tenant as a witness. I did get my money back and explained i wanted to move forward with the repair only. ****** scheduled for Monday, July 3 but did not hear from anyone with the company again until July 5.*** had not received the initial assessment report. I informed them of the up sell attempt and they let me know this was inappropriate and they should NOT have made any attempts to sell me anything. I then had to call to ask for them to submit their report to ***.6/30/23 - Assessment submitted to *** with no mention of the replacement order for which i was charged the $6k.7/7/23 - The technician arrived and pulled the coil for repair. United Air Temp scheduled the new install for July 11, 2023.711/23 - I had to pre-pay $1215 for coolant prior to any work being done. It was determined the initial assessment was incorrect and a leak was missed and coolant spilled out. Another part ordered. 7/18/23 - Additional leak repaired and more coolant added at no additional charge.7/19/23 - Tenant complained hissing from the unit and the house would not cool. spoke with ***** at United Air. A call back was scheduled. *** called me back and said she would escalate my request for a refund. She suggested I work with another company. I called *** for a new company. 7/25/23 - New tech (******************** ) found no coolant in the unit. Another leak detected. United has not returned any communications.

  

  Business Response

  Date: 08/21/2023

  Both BBB # ******** and BBB # ******** are related and referenced in the customer's two complaints under 2 different names.  The customer has been fully refunded any and all  money  collected by UAT and referenced in both cases.

  ******** *******************************-Refunded $ for leaked out refrigerant.  Customer had someone else resolve issue with equipment.

  ******** *****************************- Misunderstood verbal and written contract agreement and thought $12,000. was $1,200.00 and was surprised when agreed upon amount of $6364.00 was charged down-payment.  UAT fully refunded when informed of misunderstanding.

  United Air Temp considers these matters closed

  

  Business Response

  Date: 08/24/2023

  ******** *******************************-Refunded $ for leaked out refrigerant.  Customer had someone else resolve issue with equipment.

• Initial Complaint

  Date:07/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The AC has been out in my home for a month. United Air Temps sent a technician to my home who was not prepared to assess the issue properly so he had to reschedule. Upon the rescheduled appointment he informed me I could fix the leak or replace the unit he called his manager ****** at which time I was told a price for a new unit however the report submitted to my warranty company stated only the coils needed to be repaired. I canceled the appointment for the new unit because the report was not accurate. The technician has been to my home 3 times since June 26 and has yet to fix the problem and the manager is not responsive. I have an asthmatic child in my home and during the high temperatures on the Summer she has had difficulty breathing so I had to send her to stay with relatives. United Air Temps has be extremely unprofessional

  

  Business Response

  Date: 08/24/2023

  ******** *****************************- Misunderstood verbal and written contract agreement and thought $12,000. was $1,200.00 and was surprised when agreed upon amount of $6364.00 was charged down-payment.  UAT fully refunded when informed of misunderstanding.