ComplaintsforUnited Air Temp Air Conditioning & Heating, LLC

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 18,2023, a technician from United Air Temp came to my Unit to do a half year service to the heat/air systems as per our agreement. I was with him throughout his visit because I wanted to see what was actually being done. I was then sent an invoice-copy attached - a couple of days later and based on the description outlined in the invoice, several items listed were not done - I underlined those in question. I called and spoke to their customer service folks 3 times and was told each time that a Manager will get back to me, this never happened. I then wrote a letter to the CEO of the company on May 4,2023-copy attached- and no one has contacted me as of this writing. In addition, there is a problem with heat/air flow into my second bedroom which is also detailed in my letter.

  

  Business response

  06/05/2023

  The Regional Manager and technician went out to ********************** house and redid the entire service, addressing all the customer's concerns. Air Flow was measured in al rooms and system is running properly.  ******************** expressed his satisfaction.  We appreciate the customer's business and opportunity to be sure that the service meets or exceeds expectations.  Thank you.

  United Air Temp considers this matter closed.

  Customer response

  06/07/2023

  [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

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** Dispatch #*********: 4/3/23, upon returning from vacation I identified that my AC was no longer functioning. United Air Temp was scheduled by *** warranty company. Issues arose: Scheduling was not honored multiple times - on call is not a scheduling window that was told to me on two occasions; Customer service was inconsistent and rude on two occasions; I was inconvenienced on Easter Sunday and the scheduled time was not honored; HVAC technician was rude and dismissive on initial diagnosis part was ordered and no follow up conducted by company and I had to schedule; HVAC technician who was scheduled said I was not - despite United Air Temp customer service confirming time scheduled; HVAC technician arrived disheveled and exasperated, expressing desire for not wanting to install part; HVAC technician used my bathroom and left bodily fluids all over my bathroom; HVAC technician attempted to defraud me and have me pay out of pocket for thermostats (which upon further research were $29.99/$39.99); attempted to charge me $191 or $309 respectively; HVAC technician did not leave unit in working order and admitted to such to have me pay him to install **** and not go through United Air Temp, photos of wires shows placement into wrong conduits; I was spoken to rudely by the technician and no longer felt safe in my own home based on his actions. I contacted United Air Temp dispatch April 15 and asked them to not have him return to my home and provided the email for the local operations management team. I also contacted my concierge and let them know he was not allowed in the building or up to my unit. I also sent an email as follow up - to the email provided by dispatch. I received an email from *** that my ticket was subsequently closed around 12p. My thermostat had no issues and the AC subsequently started working once the power was turned back on to my unit. It was confirmed that ***, from United Air Temp, admitted he did not connect the wires back to the system.

  

  Business response

  05/26/2023

  United Air Temp has been in communication with the customer and resolved this matter.  The tech has been reprimanded for using the customer's bathroom, despite the medical condition that he has that created the need to do so.  Our sincerest apologies to ************************** for any inconvenience this may have caused.

  To be perfectly clear:  There was no attempted fraud here, and any further false accusations of such will be met full force using any and all means afforded by law.   Issues of pricing and what any company charges for their goods and services may not be liked in all cases, but certainly doesn't constitute fraud.  Tell that to ********* next time you buy a hot cup of prepared coffee that has direct costs of a fraction of the sales price. 

  United Air Temp considers this matter closed.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our gas furnace stopped working so we put in a service request with our home warranty ********* **** ******). They assigned United Air Temp to service the request. They came out the same day and seemed to diagnose the issue but the problem is we haven't heard from anyone in almost THREE WEEKS. After calling repeatedly to figure out what's going on, I was informed that there's no record of them completing the service appointment (it's listed as "cancelled"), no parts were ordered, and no further follow up was scheduled. We've been mostly without heat for this entire time and are looking at an additional wait for parts to finally be ordered. We're extremely frustrated and are no closer to a resolution than when we started this process over 18 days ago.

  

  Business response

  05/02/2023

  Parts were ordered and installed 3-31-2023 according to our records.  Furnace should be operational.  We apologize for any delays in completion of this job. 

  United Air Temp considers this matter closed.

  Customer response

  05/10/2023

  [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

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was contacted because there was an alleged water leak from my hot water heater. The water was going into the apartment below. I informed not only the call center but also the technician that it was an emergency. The fire department came and shut off the water supply to the heater first. Then this company came, the tech said his supervisor will have to come next day. Supervisor didn't come until 4 pm. They did something and left. They refused to drain the water from the water heater nor did they shut off the main water supply and water continues to drip into the apartment below now for 3 days. They are refusing to do anything unless i agree to purchase the heater from them. They were already paid for the service for coming out on 7th and 8th. I informed them of severity of the situation. 101 of plumbing is to contain the water leak, shut off water supply and drain the water from the tank. According to the supervisor 101 of plumbing is purchasing the hot water heater from them.

  

  Business response

  04/04/2023

  We were contracted by the owner's insurance company and came out to this property at midnight for a leak.  As stated in complaint, the fire department ALREADY shut the water to the faulty unit off. ALL the water had already  leaked out of the tank.  There was nothing to drain, the drain pan under the leaking tank was not full of water.   

  The next day manager came to discuss the replacement and get the authorization from the owner's insurance company and owner. The owner (************) was upset and rude on the phone with the *** (Insurance co) authorization agent  and UAT rep over cost and insurance terms. 

  The owner asked UAT manager to leave her property, which he did.

  The next day she called back and requested we come out to be sure the tank was drained because it appeared that some water was still leaking, the tenant reset the appointment for the next day, adding yet another day to the duration of this.

   We came out and cut the tank loose and discovered the shut off valve was leaking and replaced the valve per the insurance company authorization.  The owner took a cash buy out from the insurance company. 

  Our work is done here, and we did what we were contracted and authorized to do, by the contracting company (the insurance company).  If the customer is unhappy with the terms of their insurance agreement and authorized service terms within that agreement, their disputed is certainly not with us, since in fact our work is contracted and authorized by the owner's insurance company.  The customer needs to take up their grievances with their insurance home warranty company.

  United Air Temp considers this matter closed. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased Air conditioning, Heating & Hot water tank units in May of 2022. To date, the air conditioner is not working and there have been over 5 service visits to assist with the unit's performance. The outside air conditioner unit is making an incredibly loud grinding noise when it is operating. UAT Technicians have added coolant to the unit, and it quiets the unit for a short period and the coolant runs low each time the technicians have returned (within 1 month) to recheck the system. At this point, I am requesting a NEW replacement unit (not refurbished) as it is clear there is a manufacturers issue, and the unit has never worked properly since it was installed.

  

  Business response

  03/14/2023

  It's amazing how this customer chooses only to tell part of the story...  Well not really, just simple dishonesty and a lame fraudulent attempt to bully a reputable company via social media.

  The customer had us come out after another company removed and reinstalled the unit to do some water leak repairs to the home on the same side of the house as the air conditioning unit was located. After we did some work to the unit,  and were on a return visit for continued problems,  the customer told us what happened. When asked why she didn't have the company that disconnected the unit fix it, the response from this homeowner was along the lines of ...they caused the damage, I don't want them back, obviously they don't know what they are doing.

  The warranty on this unit has been voided, and this customer has been placed on a fraud watch list.    We will be happy to bill this customer for the work we did for free, before they told us the truth about what happened to the A/C unit, if that pleases them.  Otherwise United Air Temp considers this matter closed.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - On January 19th, contacted company to conduct annual check up for HVAC - Team sent a highly underqualified team (including an 18 year old employee) who performed maintenance, inspected the system and I quote from the invoice "Reassembled system, confirmed operations, & Final System Cycle Completed"- 24 hours later the system shorted and became totally inoperable.- After repeated complaints company sent technician who stated that the transformer would need to be replaced. However, once the transformer is replaced other underlying issues could be discovered so not possible to give a firm estimate of total repair cost - Spoke with the Manager and informed him that a) the original non-functioning of the unit 24 hours after his technicians certifying "confirming operations" indicates that the malfunction was due to errors committed by his technicians. Moreover, the inability of technicians to give a firm diagnosis of the underlying issue or an estimate of repair costs, leads us to have no faith in the ability of United to repair or replace the unit - Manager offered to refund $69 as the service cost of the maintenance work. We declined because we will have to spend in excess of $6000 for a new unit, as diagnosed and estimated by another more reliable company - We have been without heat for over 10 days now

  

  Business response

  02/28/2023

  Yes, we were sent on routine maintenances on 2 systems.   Yes, we had a younger trainee present on the call, watching the other tech as part of of his training, but the trainee did not work on your systems.

  As you know Sir, one of your systems wasn't working!  The tech, in constant communication, with the Misses of the household, found and showed some burnt wires upon arrival.  With permission to move forward, he cleaned them up and reconnected them to get system up and running to move forward with maintenance service.  The unit was running when we left.  We didn't charge you for diagnostic or this repair.

  We went out on emergency service on Saturday 1-28-2023 and Sunday 1-24-2023 after the call for system inoperable.  Our initial free curtesy repair attempt needed further attention, because it only worked for a short time.  First off the transformer needed to be replaced, and yes if a transformer is shorted out it COULD involve many other 24 volt problems that would need to be addressed as well.   So an accurate, firm estimate to fix wasn't possible.

  **************** , you already know you had a pre-existing condition on this non - working 19 year old system,  upon our arrival. You also know that the younger tech was in training and didn't touch your system, but you throw that in to attempt to intimidate and add false pre-tense to your false claims.  You also know that you were not present during the call.  You also know that you are making additional false claims saying we sent someone out " after repeated complaints".   The bottom line is that you are trying to get a us to pay for the replacement of a system that is far past it's life expectancy and WAY overdue to be replaced or would require substantial repairs and replacement parts.

  So I'm going to say this as clear and directly as possible.  We will not be intimidated by your untruths,  nor will we bullied to meet such a ridiculous demand.  It is very unbecoming for any adult in civilized society to drum up such fabrications and attempt to commit such a fraud.  It will not be tolerated Sir!  Furthermore if you choose to continue to make such false claims and defame the reputation of United Air Temp , we will come after you full force and seek all remedies afforded by law both personally and professional. 

  United Air Temp considers this matter closed.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No Heat SINCE 12/14/22. In those zero degree days, I had no heat. As of today 1/3/23, I still have no heat. On 12/14, I called my home-owners insurance ******** **** ****** and they dispatched United Air Temp. on 12/15. *** has never reached back out or did anything to assist when I called them. I asked since my heat is still off can we get someone else or refund my copay. I was told no because companies dont work over each other and since UNITED Temp called me on the 15th, it was one day. Tech #**** *******, said they needed a gas valve. After me calling and calling the part finally came in on 12/23. They tried to give me an appt. 3 days out, had to request to speak with a manager to get them to come out that day. Tech #**** said oh, that's not the problem, you need a new thermostat. He ordered the part and after it came back. The tech came to put it on and said, oh that's not the problem, you need a control board. I've been calling and calling and still no update as of 1/3/23, WE STILL HAVE NO HEAT. I called them today and was told when they called the manager, he didn't answer and someone would call me back with an update!!!!!! How much of a chance that will happen before I have to call them back????? Called ******** **** ****** and was told there was nothing they could do.

  

  Business response

  02/08/2023

  Repairs have been completed as of 1-13-2023. Our regional manger has reached out to customer, but has not received a return call at this point.  We apologize for the wait to receive parts. The root of the problem appeared to be a low voltage short which caused multiple part failures, which also complicated the repair's solution. 

  United Air Temp considers this matter closed.

  Customer response

  02/28/2023

  [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:  My heat was not fixed until United Heating tried to figure it out 3x, therefore I went over a month without heat in some of the coldest days of the winter.
  
  
  Regards,
  
  **********************************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/18/2022, they came to clean up the heating unit and once they left, the heating stopped working. It was working properly before they did the service. Now they want to charge me extra so they can send the same technician to take a look. I think this is a scam.

  

  Business response

  12/06/2022

  We certainly are not running a scam!  We have won numerous ethics awards and been named national "Contractor of the Year" by the **** twice. 

  We came back to take care of the condensate pump problem and did not and would charge for a such a return visit.  Sorry for any inconvenience we may have caused.  We appreciate your business.

  United Air Temp considers this matter resolved and closed.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 17, I contacted my home warranty company ***. On October 19, United Air Temp sent out to diagnose the issue. They contacted me and told me I had a refrigerant leak in my coil, and it would be about $2000 to fix it, and that they would submit a claim to *** to either fix or replace it. The decision was to replace the unit, UAT sent me an invoice saying it would be $2353 to pay for the replacement, I agreed to the amount, and waited for the repair to happen. There was ZERO communication from UAT. They answered the phone if I called, and responded to texts if I sent them, but they never reached out to me to let me know how things were going, or a status update. When I would call, the manager told me he would be in touch with me the next day on multiple occasions, that never happened. He never called, and he told me he was turning the repair over to another manager who would contact me that day. That also never happened. I called the home office for help, and didn't get any, finally the manager stopped returning calls and texts. Yesterday, I contacted another contractor who is going to replace the unit today. I told everyone I talked to in the company I have a special needs son who lives with me, and my wife has a brain tumor, we have gone for a month without AC in Florida. *** told me they asked UAT to install a unit which the manager said they had, but UAT never offered to do that, they insisted they were waiting on AHS to supply a unit. This has gone on so long; *** is just giving me a cash out which is $4000 less than what I am being charged for a new unit. I just feel like I was mistreated by UAT. They just don't care. They could have resolved this situation within a week or two at the most, and I could have moved on, but their communication with me was awful, I was strung along for nearly a month by a company that is so big it doesn't care about its customers. I would like my $75 fee refunded. I don't think I should have to pay UAT anything.

  

  Business response

  04/05/2023

  Sent: Tuesday, April 4, 2023 2:30 PM
  To: ***************** <**********@unitedairtemp.com>
  Subject: RE: ******************* BBB Complaint
  
  On October 20, 2022, our tech determined that the system containing R-22 refrigerant had lost over half its charge.  Multiple leaks were detected, and he advised the homeowner of the out-of-pocket cost to repair the unit would be approx. $2000.  That is the cost that their Home Warranty didn't cover.  I contacted the warranty company and requested that the unit be replaced for the benefit of the homeowner.  The out-of-pocket cost to replace vs repair was minimal and this way they would have a brand-new system rather than a repair to a unit built in 2009.  The arrangement the Home Warranty company (***) has with United Air Temp is that they provide the replacement equipment.  Over the next few weeks, I contacted *** multiple times to get the status on the unit delivery.  I was told each time that it was in progress and they would let us know when the unit was available.  I also requested that they contact their customer, ************, and give him the status.  This was taking too long, and I wanted them to inform him that the problem was on their end and not ours.  Eventually we were told that they couldn't acquire a new unit (no reason was given) and they were going to let ************ know that they were going to give him a cash-out.  Once it gets to that point any contractor originally involved is not included in that process and the finality is between the homeowner and ***.  I apologize if there was some miscommunication on our end.  I expected that *** was communicating with their customer and letting him know that United Air Temp was just waiting to get the unit delivered.
  
  ***********************, Branch Manager
  
  United Air Temp

  Customer response

  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: *** told us the opposite, that they were waiting for United Air Temp, and that they had units available. I believe that United Air Temp just didn't want to do the job because they were not going to make a lot of money on the deal. They could have stepped up and did what they promised initially, but they chose not to. They also quit communicating with me, and would not answer phone calls. It was just a major issue that wound up costing me 6 thousand dollars instead of 2 thousand. I see other very similar complaints about United Air Temp not doing jobs like this one. I guess I just have to live with it, but I expected more from a company that started off so well in the process of resolving my issue.
  
  Regards,
  
  *******************
  

  

  Business response

  04/10/2023

  If they had the unit we wouldn't be having this conversation.  Also you and they could have had any one of their other contractors install the unit.  Your story doesn't add up or make any logical sense.  I'm sorry you are unhappy, but unfortunately, we are limited by the parameters of the relationship with your insurance company.  So stop with your slanderous comments about your beliefs or you will face much bigger legal problems.  

  United Air Temp considers this matter closed

  Customer response

  04/11/2023

  [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. Since they threatened me with legal action, this isn't worth my time. I am surprised by that, but I guess it is what it is.
  
  Regards,
  
  *******************
  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  **** ****
  

*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. ↩