ComplaintsforUnited Air Temp Air Conditioning & Heating, LLC

• 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,
  
  **** ****
  

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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 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: 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

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩