ComplaintsforUnited Air Temp Air Conditioning & Heating, LLC

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/24/2023

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

• Initial Complaint

  07/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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.

• 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.

*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. ↩