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

• 

  United Air Temp

  531A Pitts School Rd NW Concord, NC 28027

• 

  United Air Temp Air Conditioning & Heating, LLC

  PO Box 6300 Springfield, VA 22150-6300

  
• 

  United Air Temp

  8725 Youngerman Ct Ste 202 Jacksonville, FL 32244-6693

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:11/15/2022

  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.

  I am an ******** **** ****** Customer and my hot water heater is not working. I had a service call through *** with United Air Temp. A technician visited on 10/27/2022 and advised that parts needed to be replaced but could not be purchased as they were no longer manufactured and we need a new unit. We asked them to send a report to *** so that we could get a replacement. They advised *** would not replace it and the would come back on 10/31/2022 to give an estimate. They did not come that day. I later confirmed with *** that a replacement could be provided if United Air Temp sends in a diagnostic report but so far they only reported that parts were ordered. I contacted United Air Temp and asked them to do so. They said a manager would have to come to the house to give an estimate first. The manager arrived on 11/11/2022 and advised he did not need to see the unit, that he had pictures of it from the tech and he would call that day to give a diagnostic report. As of today it has not been submitted. We have been without hot water for three weeks and have a sick child. I called United Air Temp several times to ask for resolution and *** has called on my behalf as well. I have paid my *** premium and the $75 service fee but have not received any resolution or response.

  

  Business Response

  Date: 12/06/2022

  A new tank was installed and this has been already taken care of. 

  United Air Temp considers this matter closed and satisfied.

  Customer Answer

  Date: 12/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ****
  

• Initial Complaint

  Date:11/14/2022

  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 came to my home as my heat went out on 10/4/2022. They subsequently came to my home approximately three additional times with the wrong on need additional parts to repair various items. The temperature in my home is 55 degrees today (11/12/22). Their may be a training issue with technicians at UAT if they are unable to diagnose the problem and order associated parts to resolve the issue so that a customers health is not jeopardized by staying in a cold house for more than 1 month. My complaint about UAT is that they quoted me a price of $18K to “upgrade” my heat/air. Had I agreed to this astronomical price, I would have had heat by now. Since I didn’t agree, they did not recommend that ******** **** ****** replace my system. This business practice is what I am calling to the attention of the BBB. UAT wants to gouge customers form money instead of recommending a replacement with ***. I believe this is done because UAT would not make money. In the meantime, I sitting in my home in the cold. I have to contact them almost every day to find out when they will come out to replace the part. I do not know whether this issue will be extended as they do not have the correct part until they get here. Please help me as UAT does not appear to be addressing my case with compassion or urgency. I am getting sick in my own home and they do not seem to care whether I get heat or not.

  

  Business Response

  Date: 12/06/2022

  We came out original as the customer stated the 1st week in October thru *** and diagnosed as faulty gas valve and ordered that same day.
  
  The customer agreed to an upgrade estimate that day and I came out and quoted her for a furnace, chimney liner, ac & water heater for 18k.
  
  The furnace only estimate with chimney liner was less.
  
  The customer then took that estimate and tried to get *** to replace which they wouldn't.
  
  We had the part within 5 business days but the customer would not schedule the return repair with ops as she was pursuing the replacement thru ***.  The false statement of we didn't acquire the parts to fix is slanderous and will not be accepted. Also we repeatedly called to schedule repair and she would not schedule right away
  
  When she realized that *** would not replace she called us to repair and the take came out and installed the gas valve.  Customer is upset that we would not commit insurance fraud and claim the system had no other choice but to be replaced.  The terms and conditions of the contract between the customer and *** ( their insurance company has nothing to do with us), and we can only perform as instructed by ***.

  We perform per the terms set by *** , the claim that we are gouging customer is not true and is slanderous.  We got the part as fast as possible.
  
  United Air Temp considers this matter resolved and closed.

  United Air Temp considers this matter closed.

  Customer Answer

  Date: 12/09/2022

  [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:

  My integrity does not permit asking anyone or company to commit insurance fraud. Operating within guidelines is one thing but treating people with dignity and respect is another. In a nutshell, that is my complaint about United Air Temp.

  Moreover, the first time United Air Tem came to my home for the first assessment (10/04/2022), they told me that they would recommend that my furnace be upgraded. As a Lay person (not familiar with the language of this trade) I took this to mean that United Air Temp would recommend to ******** **** ****** that my furnace be replace. I learned later that the upgrade terminology maps back to lingo used by United Air Temp to upgrade customers directly. In speaking with a district manager, I was given a quote of $18,000 which I thought was astronomical and gouging. It would serve United Air Temp well to appreciate that the terminology a lay person receives may be different from what is meant in trade linguistics. Had I agreed to pay United Air Temp $18,000, I would not have been without heat for 49 days. 

  United Air Temp came to my home on three occasions with the wrong part or needing new parts. The last time the part the installed caused a gas leak in my home for which I had to call ************** to remedy. 

  United Air Temp unfairly used a shipping delay excuse when it came to getting parts for repair my furnace. Moreover, if a master level technician was deployed to my home, all of the parts needed would have been assessed and ordered after one visit. This is not what happened. Each time United Air Temp came to my home, they had the wrong part, had to order an additional part or installed a part incorrectly and exposed me to a gas leak.

  United Air Temp is not responsive. The last time they came out (after the gas leak), I was not aware that they were ordering yet another part. I had to call United Air Temp practically every day to find out when the repair would be completed, and heat restored to my home. Each time I would speak to the agent taking the call and was promised a return call or update the same day to no avail. No one at United Air Temp was accountable for working my case from A-Z. As such, I had to contact them practically every day for a status. While I could not get movement on repairs, I was asked twice whether I was aware that I could upgrade my furnace ($18,000 fee) with United Air Temp. I declined the offer each time it was asked of me. 

  When I could no longer stand being in the cold (as the temperature in my house had dropped to 52 degrees), I procured a furnace on my own. The day of my new furnace install, a United Air Temp technician stopped by my home to see how I was making out and I told him had to take action to get heat on my own. That same day, United Air Temp exercised follow-up by calling me on a daily basis. Prior to that time, United Air Temp did not treat me with compassion after leaving me in the cold for 49 days. 

  I want the Better Business Bureau to know about United Air Temps business practices and the manner in which they treat customers. Perhaps my poor experience with them can serve as a teaching and training moment for them to treat future customers with dignity and respect. 

  To the Better Business Bureau, please share this response with United Air Temp as it may help with their training and interactions with future customers. Also, thank you for your timely response to my complaint. 

  Regards,
  
  *****************************

• Initial Complaint

  Date:10/28/2022

  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.

  On 9/26/2022, between 3:30pm - 5:30pm, a United Air Temp (UAT) employee arrived to conduct an assessment on my HVAC system not working. During his assessment, he looked only at the outside unit. He did not check the inside air handler. I turned on the AC, he noticed the fan was not working (which I told him about before). He determined the fan was inoperable. He advised it would be approximately $800 - $850 to get the fan repaired, and it could be done the same day. I stated give me some time. I contacted UAT next day, and scheduled a repair appointment for Wednesday, 9/28/2022, between 3:30pm - 5:30pm. He arrived closer to 5:30pm, and it began getting dark. He installed the fan. Upon installation, he requested payment. I suggested he check the system to make sure it works before I pay him. He checks the system. He then reattaches previous fan. He calls someone, and then he later states it is NOT the fan. The issue is the board of the HVAC system. He stated the board was "bad." He said, the price for repairing the board is $500 - $600; however, I had to wait a week for the part. I said, "ok." He stated someone would contact me to reschedule a new appointment. I asked would he be the tech to come back out, and he stated, "yes." A week goes by, no contact from the company. I contact them the next week, and they state the part was "just coming in," so I scheduled the repair for Friday, October 14, 2022 between 10:30am - 12:30pm. On that day, a new tech arrives in *****. He goes to the back and 15 minutes later tells me the part ordered is incorrect. They have to re-order another board. I am now 4 weeks without AC or heat. On Monday, unknown rep contacts me & advises I must pay for EVERYTHING upfront before they will continue with the repair. I stated, "they never told me that before." He said, "it was their new process," and they would not continue until I paid. I declined the service. Found new HVAC company, who found issues left behind by UAT, such as wires and oil.

  

  Business Response

  Date: 11/10/2022

  We do apologizes for what would appears to be an incorrect diagnosis of the problem.  Low refrigerant safeties can cause electronic circuits to open, which may have been why it was thought there was problems with fan/ defrost control board.  We have refunded any and all money that you paid us onto the credit card that used to pay us originally.  Please see attached receipt.  We could have refunded this to you prior  to this complaint by reaching out directly to us, but none the less we are happy to get this back to you at this. We will not be paying for the repair, nor do you have the right to reasonably expect us to.   You would have had to pay for the repair anyways. 

  United Air Temp considers this matter closed.

  Customer Answer

  Date: 11/16/2022

  [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: the company that initially came to repair purchased materials for a repair you all invoiced. I sent over a copy of your invoice denoting what the issue was. They purchased parts and completed a repair for an incorrect diagnosis, which you advised was the defrost board. That was not the issue as noted in all of my backup receipts and documents provided. Therefore, you should at least reimburse for the incorrect diagnosis, which resulted in an incorrect repair (parts and payment for labor). 
  
  Regards,
  
  ****** *******
  

  

  Business Response

  Date: 12/06/2022

  We have refunded any and all funds that you paid us.  That will be all that you will receive from us.  Any monies you paid to someone else will need to come from them.  Other company are responsible to diagnose the problem and order based on their own professional opinions.  If they aren't willing to reimburse for parts they bought, that is on them and not our responsibility.  

  United Air Temp considers this matter closed.

• Initial Complaint

  Date:10/21/2022

  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 came to estimate my A/C unit repair on September 20th 2022. they told me that we need to replace the blower motor + module + control board. they came the next day to take pictures of the unit because they forgot to take pictures the previous day. they told me that have ordered the parts. then 10 days later, they sent a technician (Denzel) to replace the part (blower motor) but they discovered that it's not the right part. then they told me they have ordered the right part. so meanwhile all these waiting days, i was keep calling the branch manager (Ken E********) to know what is going on, and he keep telling me we are working on that and your unit is bla bla bla and he told me dont keep calling me. then 10 days later they sent the same technician (Denzel) to replace the motor, he replaced the blower motor and the control board also with no luck. the A/C unit still not working. next day they send another technician to see what is going on, he told me it's the module need to be replaced. All that i was calling everybody in the company (call center, operation manager) asking them to escalate the issue since there is no responsibility from anybody in this company and they are playing with me and my unit like an insect. 10 days later they sent the technician with the new module, also they replaced it but the A/C did not work (that was yesterday) and today i did not receive any call from the company or anybody. this is a very bad unprofessional company, the affected me and my family badly since i am out of A/C since more than a month. i am not sure how this company is certified to work on air conditioning.

  

  Business Response

  Date: 11/15/2022

  The system is up and running as of 10-24-22.  The unit had to be re- engineered and the use of after market components to make it work correctly due to multiple factors such as, previously replaced parts not the correct parts for that model, factory not sending correct parts for the model and serial number of unit, not being able to supply the parts due to supply chain ( COVID issues).  The frustration of this situation was and is shared with us as well.  This call came as a second opinion call form the customer's insurance company, which usually means the previous company out could not fix it.  The customer continued to call the office and the manger's cell phone multiple times a day, spewing insults and being rude, as  exemplified in this complaint, only to be told the same thing, " we are doing everything possible to get this fixed." The manager did tell this customer not to call his cell number after repeated calls at 5:30am.  The fact that we fixed this unit and had the expertise to reconfigure the system with non-OEM parts should be appreciated.  Good Luck Sir, and you're welcome.

  United Air Temp considers this matter closed.

• Initial Complaint

  Date:10/16/2022

  Type:Product 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.

  On9/2/22 United Air Temp (contractor from my home warranty company) came out to look at my water heater and came to the conclusion that it needed to be replaces and was told that someone else would be coming to my home to confirm the findings. Mr. Kelly P***** came to my home and confirmed that the water heater had to be replaced and gave me the amount I had to pay minus the home warranty company payout, I told him that I needed to speak with my husband and will call them back. I called Mr. Kelly P***** numerous times from 9/6 - 9/7 and he always promised to call back but to no avail. I finally reached him on 9/8 and payment was given by me ($1,959.00) to install the water heater at 1:13pm, I then asked for a install date and he said he would call me back but never did (this was a constant with him). I finally got a hold of him on 9/16 and he scheduled me for 9/20/22 and I confirmed this date with him for assurance. I took the day off because of the window time he had given me for the install (11:00am -until evening). On September 20th time was expiring so I called Mr. Kelly P***** to ask if they were coming to do the install, he said that yes they were coming. I called my home warranty company (American Home Shield) to inform them of this because I wasn't feeling comfortable with the way Mr. Kelly said that they were still coming to do the install. My home warranty company called them and she said said that United Air Temp said "Oh we can make a schedule for the install now and install it on 9/23/22, ******** **** ****** said no, it's suppose to been already on the schedule for today 9/20/22. I was never put on the schedule, now I am exhausted dealing with this company and asked for my money to be refunded. I have called several times and spoke with Mr. Kelly & customer service and I am always promised that someone from management will be calling me and that my money will be refunded. As of today 10/14/22 no one has called me back and I have not been refunded.

  

  Business Response

  Date: 10/20/2022

  We regret that we were unable to meet your scheduling expectations and as promised have refunded in full the requested amount.  The refund was issued back to the customer's credit card 10-14-22 @ 8:36am( attached ).  Customer spoke with the plumbing manager.  ( Mr. Kelly)

  United Air Temp considers this matter closed.

  Customer Answer

  Date: 10/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:09/21/2022

  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 have purchased annual maintenance contract t with United Air Temp and I have paid $890.000 for annual maintenance contract They called me and told me I am entitled for AC check as part of my maintenance contract and all covered, but after the technician completed the inspection, and did not find anything wrong, somehow they charged me $169.00 for the AC check I called them three times and I kept explaining to them what happened, but they kept transferring me from one to another, and no one was willing to hear me nor help me I am seeking full refund for my annual contract fees plus the $169.00 they charged me illegally

  

  Business Response

  Date: 10/20/2022

  Yes **. **** has an annual maintenance contract.  In fact has had it since November of 2019.  We appreciate the business.  The charge of $169 was for replacement bulbs on his accessory UV Light system.  These normal wear and tear items are not covered by such maintenance contracts.  As documented by the receipt provided by ** ***** this was voluntarily purchased on the customer's credit card.  There will be no refund for such a purchase.  Our management team has reached out to **. **** multiple times to address this complaint.  He has not responded to the messages.  We will not be issuing a full refund of these maintenance contracts either, as for we have fulfilled the duties within these agreements.  ** **** is entitled to a pro-rated refund for any remaining unused portion of the agreement at any time per the terms of the agreement. Slanderous comments that we have done something "illegal" here is not only false but is quit offensive. 

  United Air Temp considers this matter closed.

  Customer Answer

  Date: 10/21/2022

  [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:UV Light system was still under warranty from the original UV Light system purchase.   Also they are lying because when I tried to explain to them the UV Light system still under warranty, they said the 1$69 charges were for the AC cleanup and not for UV Light system.  However, AC cleanup is covered under the annual maintenance contract.  They never called me back, they never reached out to me, in fact I have tried to reach out to them many times they were unhelpful, unprofessional and they refused to listen, they are total fraud and this is about playing games with consumers to get them frustrated
  
  Regards,
  
  **********
  

  Customer Answer

  Date: 02/28/2023

  Yes please, thank you

  Here is below and attached the contract info, also attached the invoice they gave me after replacing the UV Bulb, where the technician gave me zero dollar invoice, and he told me this is covered under the warranty/contract ,and there will be no charges, as you can see this was zero dollar invoice, later they charged my credit card without my permission ,

  Transaction date: 11/05/2021

  Card type: ****
  Transaction type: Purchases
  Merchant description: HEATING, PLUMBING, AIR CONDITIONING CONTRACTO 
  Merchant information: LORTON , VA 
  Reference number: ****
  Merchant Name:  UNITED AIR TEMP VIRGIN Select toEditthe merchant name
  Transaction Category:  Home & Utilities: Home Maintenance Select toEditthe transaction category
  Online Purchase: N
  
   11/06/2021 Collapse transaction for Transaction date: 11/06/2021UNITED AIR TEMP VIRGIN LORTON VA
  Transaction date: 11/05/2021
  Card type: ****
  Transaction type: Purchases
  Merchant description: HEATING, PLUMBING, AIR CONDITIONING CONTRACTO 
  Merchant information: LORTON , VA 
  Reference number: ****
  Merchant Name:  UNITED AIR TEMP VIRGIN Select toEditthe merchant name
  Transaction Category:  Home & Utilities: Home Maintenance Select toEditthe transaction category
  Online Purchase: N

  

  Business Response

  Date: 03/31/2023

  Please find attached the invoice on which this part was order and paid for voluntarily by the customer.  Customer gave us a credit card to make the purchase, we certainly didn't guess the credit card number, nor did we force the customer to give us the credit card.  As stated already, the UV bulbs are items that need to be replaced periodically and are NOT covered under a maintenance service contract.  
  
  This has already been addressed and United Air Temp considers this matter closed.  

  Customer Answer

  Date: 04/05/2023

  [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: I did not give my credit card to make this purchase no, I was never presented invoice for this purchase, the credit card they have in file was used for my warranty only and was not for any additional charges, I did not approve this charge, they charged my card without my permission, and when I tried to call them many times they kept transferring me from one to another, then I landed in some voice mail box where I left a message and never heard back, I have tried to call them many time but got no where  the technical told me there will be zero charges and he gave me the zero dollar invoice which I have provided copy of it in this complaint, their technical told me there will be no charge and all covered.

  
  

  I still think this business did me wrong, they charged my credit card without my permission , their technician provided to me zero dollar invoice, and told me there will be zero charges
  
  
  Regards,
  
  **********
  

• Initial Complaint

  Date:09/06/2022

  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 recently moved into this home and noticed the AC was on but the home was not cooling. I used my home warranty company to place a service request. My date of service was set for 8 - 10 am on Friday September 2, 2022. The technician was 30 mins later than my window of arrival but i was glad he showed up. No work could be done on the unit due to the coil being frozen. I was instructed to turn off the unit and that I would be put back on the schedule for Monday. I reminded him that Monday was a Holiday and inquired if they would be working. The technician , John responded with he forgot about the Holiday and due to that I would be put back on the schedule for Tuesday September 6, 2022. I contacted the company this morning at 8:30 am to inquire about the arrival time for the technician since I had been without AC for the entire hot weekend. I was informed that I was not on the schedule and would have to get a new request number from my warranty company. After 1 1/2 hours informing the company and contacting the warranty company for follow up I was told that United Air temp would be expediting the request and to call my warranty company back with an hour if no one contacted me for service. When United Air Temp contacted me they still offered me an appointment for Friday September 9, 2022. I explained what I was informed by my warranty company earlier and was told by it would be expedited. United Air temp informed me that if I need a date sooner maybe I should use another vendor. It is 4:10 pm on September 6, 2022, I have been working inside the home all day in this stuffiness and I am still without AC and no new service date has been scheduled. I have an asthmatic child who suffered through the weekend but I can't expect him to continue for the reminder of the week in these conditions. it's 78 degrees outside so it is probably about 85 degrees inside the home with the windows open.

  

  Business Response

  Date: 09/12/2022

  Spoke with customer regarding the scheduling issues and it has been worked out between customer , UAT and ***.  *** has sent another vender to address problem.

  United Air Temp considers this matter resolved.

• Initial Complaint

  Date:08/18/2022

  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.

  I was contacted by UAT and scheduled maintenance on my air conditioner (AC) and heat pump (HP). Mid May HVAC Tech Gerardo R*** showed up to perform maintenance. After two and a half hours, the Tech approached me and said that I had issues with both systems and he could not perform maintenance on the system, no charges. The Tech showed me pictures and a video of a leak I had on my AC compressor. I was concerned because I had work done and maintenance done on the unit before and have not had anyone identify what he showed me. He also identified a problem with my HP, which did seem to be not properly working. After the Technician left, I contacted UAT at least three times because I felt like the Tech caused the leak with my AC unit. That same day, I submitted a service request to AHS and UAT was the contractor that was assigned. Around May 27, another Tech showed up to diagnose the issue even though UAT already knew what the issues were. The Tech showed up and I accompanied him to the AC compressor. After taking the cap off the valve, refrigirant started dangeriously spewing out of the valve. After getting the leak under control, the Tech showed me the damage to the valve and said that he had never seen anything like it. I explained that I felt the previous Tech potentially damaged the valve. Shortly after the Tech left, I was contacted by UAT and visited by Senior Master HVAC Tech Juan G*******. UAT attempted to sell me a new system, but I wanted the system to just be fixed and not be charged outragious price for refrigerant for an issue that I did not have prior to their Tech coming out. G******* told me if I purchased their service plan for both units, I would not have to pay for the refrigerant. On August 18, I was scheduled for repairs, I asked the Tech if he was aware of the history and what G******* had told me. The Tech was not aware, had G******* contact me, and told me I was mistaken. I explained not to send anyone until the issue was corrected.

  

  Business Response

  Date: 09/09/2022

  This complaint spans over the course of 3 service visits from May 18, May 27 and then on August 18, 2022.  We didn't damage the 20 years old system. These claims lack merit and border on slander.  The leaks found are not uncommon in a system well pasts it's normal life expectancy.  Refrigerant is expensive and highly regulated, it is not free.  Refrigerant isn't covered by the *** insurance agreement.  That is between the customer and ***.  We will not subsidize any needed repairs that go beyond the coverage of the agreement between the customer and the Insurance Company.  Any such complaints or problem with the insurance and policy terms are again between the customer and their insurance company, which fall outside the scope of United Air Temp's authority as well as responsibility.  The desire to trade a service agreement for free free refrigerant is also something we will not be doing.  The customer didn't pay us for any Full Service Agreements so  this attempt to get us to pay for the refrigerant is misdirected and without merit. 

  United Air Temp considers this matter closed.

• Initial Complaint

  Date:08/06/2022

  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.

  On Aug 2, United Air Temp of Lorton Va.  came out for a nonworking exterior AC Unit compressor issue. Our home warranty contracted them. When United Air Temp reached out for the appointment 4 days out, we requested a senior tech as they've sent people 3 months out of school in the past, leading to a second visit from a junior tech. Sure enough, we got an entry-level tech. I stood and watched the entire visit. The tech said he was not familiar with the wiring of the unit. He then said I'll replace the capacitor, but did not seem very sure about the voltage for the capacitor being correct. Once he put it in, the compressor came on. The tech left. The unit ran for an hour and tripped the breaker in the house. I went out and saw smoke coming out of unit. Called United Air Temp to notify them and they sent a second tech. He said he was new as well and not very experienced. He confirmed the wires to the capacitor were burnt and so was the capacitor. He replaced the burnt wires and tried a new capacitor configuration. He said the compressor was not locked (dead) and the compressor would need to be replaced. The compressor cost is about $300. United Air Temp charges $230 per pound for the refrigerant. Other contractors charge $130. The attitude of the first tech should be of note during the visit. This is a quote he said to his colleague, "It's the last call of the day, this exactly what not do to..." This was in regards to how he was going to clean the coils of unit with chemicals. One should remove all four side panels to expose the coils for cleaning ($185 charge by united air temp). He removed only one side and applied the chemical through the vent slits on the remaining 3 sides !! We feel there was negligence on United Air Temps part for unit being damaged and needing a new compressor. Our compressor was almost full of refrigerant as they checked the levels. We feel United Air Temp should cover at least half the cost of the compressor and refrigerant.

  

  Business Response

  Date: 09/01/2022

  We have reached out to  this customer in an attempt to resolve .  Unfortunately the contract is between the customer's home warranty company and the customer.  So in reality if they are unhappy they should seek resolution with their insurance company.   We don't set the terms or pricing with their home warranty company and I know for a fact that they can request and will be granted another vender if they do not like our service or personnel.

  

  Business Response

  Date: 09/15/2022

  **************-

  If the capacitor was improperly installed, the unit would not as you said start up and run for an hour.  The same problem (compressor) that lead to the first capacitor's failure most likely caused the second one's failure as well. 

  Our pricing for refrigerant is what we charge and *** approves these amounts so if you can find it for less, I'd certainly wouldn't find any fault in you exercising your freedom of choice to use another vender.  Which by the way,  you can have *** send another company at any time and are by no means "forced " to use United Air Temp.  If you are unhappy with our service you can have *** send someone else.   Also if you aren't happy with the "level" of technician sent to your home, this can also be addressed with ***.

  We will decide what technicians we send based on our staffing constraints.  We have to triage to meet market demand and  the availability of talent in a shrinking pool of available work force.  Unfortunately I can't also send the most experienced tech to every call.

  As for the coil cleaning we performed, it isn't unusual to not remove all panels to properly perform this task.

  Any disputes you have concerning the policy coverage and costs are between you and the insurance company(***). We must operate under the agreement we have with *** and cover or not cover what is within that agreement. 

  United Air Temp runs over 100,000 calls a year and has tens of thousands of positive reviews, numerous regional and nationally accolades, so your false comments concerning our business practices are simply not true, are offensive and border on slander.  

  We are sorry that we do not see eye to eye on this issue and wish you the best.

  United Air Temp considers this matter closed.

  Customer Answer

  Date: 09/28/2022

  [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: Acknowledged how "unusual' it was for tech who said to his partner in training, "never do what i am about to do..."  which provides the level of service we were getting.  Why not then refund the amount paid for the improper cleaning ?
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/26/2022

  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.

  ******** **** ****** sent out an AC contractor with united Air temp, I was told the txv valve was bad and the ac would need a recharge ($550) and would take 5-7 business days to get. They received the part on July 20th and did not come out until July 25th even after repeated phone calls expressioning that I have 2 small kids, a dog who cannot handle the heat and cat who got sick during all of this, and said they could not help me, even though my house got up to 97 degrees inside. After the visit on the 25th which the tech told us our ac was fixed and we should have no more problems,my husband noticed all the ac vents in the main unit were closed off so we opened them up and still no Air. I called United Air and they had someone come out on July 26th and said they would send a senior tech to fix it between 5-7 pm. I wait until 650 and call to ask where my tech is and the gentleman told me he would call me back when he reached the tech( I never got a call back) I called back at 720pm asking again of they knew where my tech was and the agent called and emailed the tech to no avail. I finally received a phone call from the same tech at 7:36, saying he was on his way. When he arrived he acted as if he did not know why the vents were closed even though he was the only one who changed them and tried to act like it was our inspector(which we are selling our house). A few minutes later he comes up and tells me that my compressor has gone bad and it will take another 5-7 business days to fix. So not only will i be without any AC for 2 weeks they act like its not a big deal. This is completely unacceptable and should have been fixed from the beginning when we even talked about it being the compressor and instead of all of a sudden now its my compressor. This problem should have been addressed on the first visit instead of making me pay for something that did not even fix the problem. I am out $550 for a problem that was supposed to be fixed but is not.

  

  Business Response

  Date: 08/23/2022

  We spoke with the customer shortly after this complaint was sent and took care of the customer's concern's.  ************** said she sent this before she heard back from us and has agreed to retract her BBB complaint.  We consider this taken care of and this matter closed.