Atlas Butler Heating And Cooling

We requested Atlas Butler to perform the furnace tune-up that is part of our service plan. At the end of the service, we were told they had to shut off the gas to our furnace and it was tagged unsafe due to company policy. We were told that even though the levels read 0ppm, our heat exchanger was leaking and it could leak carbon monoxide. They explained our problem was the secondary heat exchanger and a noisy motor. We were set up for a salesperson to give us a quote for a new furnace as soon as we could meet. We obtained a second opinion from another heating company that confirmed our furnace was not broken, needed no repair, and was not leaking anything. They explained the secondary heat exchanger leaks water instead of carbon monoxide if it was leaking, but there was no water leaking. Also, the noisy motor just needed a bolt tightened. We are concerned with this predatory sales practice trying to take advantage of families and having paid for a monthly service plan when this was the type of service we received.

Our Deluxe Club Membership with Atlas Butler runs through 10/31 of a given year. On October 2, 2019, one of Atlas Butler's techs came out to do our annual Fall inspection. At the conclusion of the inspection, the tech said in his report that he saw that the "secondary heat exchanger is burned from inside to outside...Told customer it's not safe to operate without fixing." A written estimate provided at that time was $3,599.20 for a heat exchanger and $817.00 for a new inducer fan assembly (the inducer fan motor assembly was previously replaced on 10/30/2012 when it was barely out of the warranty period). The tech also brought our air filters at that time, and I mentioned that I wasn't sure that we should accept them because we weren't sure what we were going to do about the furnace yet. He told me that we could return them if we replaced the furnace, so I went ahead and paid for them. We decided to get estimates to see how much it would cost to replace the furnace before making a final decision to repair or replace. We got a couple of estimates, including one from a high-pressure salesman from Atlas Butler who came out the very afternoon of our inspection. In the end, we did replace our furnace and air-conditioner, but did not select Atlas Butler for multiple reasons.

On October 15, I called Atlas Butler to have them cancel and refund our club membership for the next year (11/1/19-10/31/20), which I had paid for online on September 19, 2019. I also wanted them to pick up the filters and refund our money for those. An Atlas Butler employee named Theresa said that she would get things started on cancelling the membership, but didn't know about the filters. I told her that the tech had said that we could return them. As of October 25, I had heard nothing more, so I called again. Theresa told me that she had sent the information to management. I asked for name and contact information for management, but she said that she could not disclose that information. On October 29, Theresa called me and asked about the filters. I told her that they were still in the box, packed and exactly as they were when they were delivered. She said that she would email the manager back to let them know that, and that the manager will get back to me after they get the email. Well...here it is, November 14, 2019. 30 days from when I first contacted Atlas Butler on this matter, and 16 days since Theresa's last contact. These should not be a difficult issues to resolve, and should not take 30 days, so I have decided to take the issue to the Revdex.com to help get these things resolved and closed.

We own a condo in Powell, Ohio on ***. We have had a service Contract with Atlas Butler since January, 2014. In June, 2019, Atlas Butler serviced the compressor, etc. for the air conditioner. The cost of the part was $817.00 which I paid promptly. It wasn't until a few weeks later, I called to set up a service call and was notified that the part I paid for in June of 2019 was for a "temporary" part. They had to use a temporary "board" as a replacement. They assured me that the "temporary board" would work okay until they received the replacement part for the board.
I have called Atlas Butler at least 10+ times and have spoken to several employees, who stated that they would have the "dispatcher" Kyle return my call to rectify the problem.
As of today, November 4, I have not received a call from "Kyle" or anyone else from Atlas Butler. Meanwhile, I still pay the monthly service fee of $14.95, and they have had my $817 for the "part". I am at a loss as to what to do next, other than to contact the Revdex.com. I have even asked to speak to the manager, or top supervisor....but they insist that "Kyle" will rectify the problem.

Today one of the Atlas Butler service men gave our furnace a checkup. All went well until he was ready to leave.
I paid the bill of $190 by credit card -- the service man did not give me a receipt for the payment or notice of what work he had done on the furnace. He neglected to say it would be sent in the mail. I would like a receipt and notice of work completed. Before leaving he asked: "Where is your husband?" After a moment of thought, I replied "he is at church. We usually attend church in the mornings and today I stayed home to meet the Atlas Butler serviceman." Then the serviceman left.

I felt very annoyed and bothered by the very personal question your serviceman asked me. Then I phoned your company to ask to speak with your CEO. I wanted to let someone with power in your company know of this personal question so the individual would not ask the same type question of another customer. I was told your CEO does not have a phone number. The man gave me another phone number to call for your company but said I could not reach the CEO on that line either. I asked to be put through to the CEO's secretary. I thought surely he has a secretary. I was told this was not possible. After that I called the Revdex.com to share this experience with them. I have been a regular customer of Atlas Butler for 12 years and in your monthly payment plan for warranty service. I did not appreciate the trreatment of the man who answered your phone today when I phoned when I felt in distress.

Completely negative experience. I had requested a quote for a new AC unit knowing mine needed replacing. They came out to see if they could fix it, took one look and said they couldn't, then charged me $90 for the visit. The check I gave the technician never made it to the accounting department and I was issued a past-due notice. When they came out to give me an estimate, it was way over-priced, and I was heavily pressured into purchasing it, and questioned as to why I was hesitating. I was also told that if I did not replace my entire HVAC system that day my house would catch on fire. I ended up going with another company whose prices and customer service were far superior.

I recently had a gas leak. The gas company came out and told me it was coming from my furnace. Since my furnace is an Atlas Butler furnace ( and I'm a fairly new home owner ) I call them. It ends up being my gas valve ( I know now costs $135 without labor). They show up and I am quoted about $700 for parts and labor. I tell him that I can't afford it, so he tells me that if I become a premium member for $32/mo I will get a discount and it will only be about $450. I agree, he replaces the valve. Then he tells me that my blower is dead and that will run me about $1300 with the discount. with parts and labor I'm looking at about $1800... he then tells me that I might as well replace the whole thing for $5000+... but I get 10% off her being a premium member. I decide to look elsewhere and ask him to take his part back and pay him for the house call.
I get another guy out from a different company, replaces the valve ... shows me that Atlas had snipped the wires that connect the valve to the furnace instead of simply unplugging it. He then tells me and actually SHOWS me that my blower works fine. Parts and labor came to $330.
I will NEVER use them again. I was lied to and taken advantage of.

Price gouged by Atlas Butler Heating and Cooling for Lennox Heat Pump repair. Service Tech initial diagnosis was the Lennox Heat Pump defrost circuit board needed to be replaced because it did not turn on the fan motor and refrigerant needed to be added to the system. Total charge for this was $890.00; $648.00 for a circuit board that retails for $120.00, a $528.00 upcharge and refrigerant for $242.00. Less than one hour later after the tech left. the heat pump stopped working as before the service was done. The Tech returned and diagnosed the heat pump fan motor needed to be replaced. The total charge for this was $1,019.00 for a fan motor that retails for $138.00, an $881.00 upcharge. Total upcharges were $1,409.00 for a maximum of three labor hours or $470.00 per hour.

I asked Atlas , Tech Noel *** came out gave an estimate and told me that if I decide to get work done he would waive 89.00 service fee, we had work done two day later, gave me a bill of $639.00, we paid bill with no service fee as he said he would waive, Now two months later they are billing me for 89.00.. I explained to Debbie their rep and said I owed this why didnt you add to my bill at the time I paid, She said we cant combine but never gave me a second bill of 89.00.. Now she wants the 89.00. She came up with a story that my card was declined which it was not and iI paid the 639.00 with that card. Just such a shoddy excuse, and as I said two months later she wants this money from us. I have est that says I owe 0 amount.

On September 16, 2019 I call Atlas Butler to obtain a plumber to repair a couple of issues with faucets at my home. Mr. Kenneth O arrived at my home later that evening at the appointed time to discuss my service needs. I informed him that I wanted to replace the spray hose in a kitchen sink and replace the cartridges on two bathroom faucets. Mr. O proceeds to inform my wife and I that *** did not make a replacement hose stating, "*** does not make replacement hoses because they want you to buy new faucets". He suggested I purchase a new faucet from *** or ***. He also stated he did not have with him any of the cartridges for bathroom faucets. He provided me an estimate of approximately $450 to perform all work. He called his office and set up a time for the next day to perform the replacements and repairs. We proceeded that evening to *** and purchased a new kitchen faucet for $214.

The next evening on September 17, 2019 Mr. O arrived at my home at the appointed time window to perform the repair. He informed me at that time, he did not have any of the cartridges for the bathroom faucet repairs. I informed him at that time to disregard this repair and focus on replacing the kitchen faucet with the new faucet we purchased. Mr. O completed the repair in approximately 30-40 minutes. I paid for the purchase by credit card.

That evening I determined I needed to obtain the cartridges for the bathroom faucets. While attempting to locate these cartridges on the internet I discovered *** did actually make a replacement hose and would cost approximately $25. At this point I wondered why I was misled by Mr. O statement that *** did not make replacement hoses.

On September 18, 2019 at 11:46 am I called Atlas Butler at to discuss this with their management team. I was informed at the time they would take my concerns to management and someone would call me back. On September 18, 2019 at 1:14 pm I received a call which I missed from a Mr. Dave M asking that I return his call. I returned his call at 1:16 pm and was informed they could not transfer me to him and they would have him return my call. On September 18, 2019 at 3:17 pm I received another call from Mr. Dave M asking that I return his call. On September 18, 2019 I returned his call at 3:45 and was again informed they could not transfer me to him and that they would have him call me. On September 18, 2019 at 4:09 pm I spoke to Mr. Dave M and explained my displeasure with the information that was told to me by Mr. O on Monday evening and again on Tuesday evening. Mr. M at the time informed me that Mr. O did tell me the wrong information and wanted to know what I would want to remedy the issue. I informed him at the time I wanted to have my old faucet back with a replaced hose, wanted to return the new faucet to *** for a refund, and if *** would not take the return Atlas Butler would refund me the $214. Mr. M informed me he would have to speak to his manager and call me back. Mr. M called me back and offered to refund the cost we paid to Atlas Butler of $225. and we would keep the faucet installed. I informed this was not acceptable to me because we liked the old faucet and should have never had to replaced it if we were provided the correct information. He said he would have to speak to his manager again and would call me back.

On Friday September 20, 2019 at 1:16 pm I call and asked for Mr. M. I was again told they would have to take a message and have him call me back. I informed the person on the phone I was not please at all with the service I was receiving and wanted to speak to someone now. I was again informed she could not transfer the call. I voiced again my displeasure and informed them at that moment I wanted to cancel my service agreement with Atlas Butler and to have Mr. M call me back as soon as possible.

On Monday September 23, 2019 I called again to speak with Mr. M and I was informed they could have him call me. Out of pure frustration I asked to speak to the president or owner of the company. The person on the phone said she could not give me the name or transfer me to someone else. I proceeded to ask for the address to send a letter to the president and to please give me the name. The person (Teresa) on the phone would only give me the mailing address and the Executive Assistant to the Owner of Atlas Butler. I informed her I would like the refund I was offered last week and wanted to cancel my services with Atlas Butler effective immediately, along with Mr. M's supervisor to call me.

I had a faucet leak in a shower. The faucet stem needed replaced. I had the faucet already removed and showed the service
technician old faucet stem. He had to get a new one and left for about 1/2 hour. He then installed the new faucet stem.
The bill was $389.00 and since I had no water I signed and paid the bill. I thought the amount was much too high and I
found out that the part was available at Home Depot (about a mile from my home) at a cost of $19.98 plus tax. I then called
Atlas Butler and requested an itemized bill and the said they don't use itemized bills, they use a billing schedule. They sent
me a copy of the description of work showing Task# 2 or 3 handle tub/shower faucet repair $300.00 and trip to get non stock
item $89.00. He only replaced 1 faucet stem not 2 or 3. I feel that the amount charger was vastly inflated.

Fraud is not a category but that is the issue.

A/C went out and water was leaking inside. They came out and tried to repair charged me almost $900. It did not work. Second repairman came out and said first guy screwed up and never should have done the repairs as the unit was shot and was leaking refrigerant and the refrigerant he put in was leaking and had spewed all over the unit and was in the air causing a stench and making our ducts dirty. Third guy came out (sales guy) and said second guy was right first guy screwed up and should not have done repairs and he would credit me. Then he wrote up a bid and credit was only IF I went with his 10,000 A/c only unit. I said NO.
Got ducts cleaned at price of $500 due to the stench caused by their defective work. Got new unit-of higher quality-for $6,400.
Manager called and said you are correct we are sorry.
His manager called and said you are correct we are sorry.
They were supposed to call me back and never did and charged my credit card for fraudulent and defective work violating all kinds of Ohio laws on fraud and home sales solicitations.

I called Atlas Butler for service regarding a thermostat not working for the furnace and air conditioner. A technician from Atlas Butler came to our home and checked the furnace wiring for possible problems. Finding none; the technician checked the electrical box and found the furnace circuit breaker had moved to the off position. He turned the furnace breaker on and that fixed the problem. The technician waited a few minutes to insure the furnace would continue to run. I was with him the entire time except for 3 - 4 minutes. The technician stated he would try to keep our invoice as low as possible and mention the amount of $31.xx. The technician restated this amount upstairs with my wife present. (Additionally, my grandson that lives in the basement next to the furnace room also heard that amount through the wall).
While upstairs (preparing to leave) the technician had me sign for the work and approve the invoice and had my wife sign for the credit card payment. The technician did not show us the invoice before asking us to sign.
The technician turned to leave; my wife asked him for a copy of the invoice; he declined and said he would email the invoice to us within 5 minutes after leaving. Again, we thought the invoice amount would be $31.xx.
The invoice arrived sometime well after the 5 minutes. Upon opening the invoice, the charge was:
$428.00 Gross Amount
$129.00 Deduction: For us being Members = We pay $399 for an annual maintenance contract to receive maintenance.
$299.00 Net Invoice To Us
Thus, in summary and round numbers, Atlas Butler charged us $428 for the value of the technician's work (PS: he was at our house 30 minutes or less; turned a circuit breaker back on and checked a few wire connections). My member discount was $130 netting the invoice to $300 ($299 unrounded).
I think we were mislead, taken advantage of - maybe due to our age, and treated unprofessionally by the Atlas Butler technician because the technician purposely 1.) did not show us the invoice amount (which was just above the *** screen where we signed the invoice. He could have very easily scrolled down one screen); mislead our thinking by mentioning $31.XX; and very importantly did not furnish services anywhere close in value to what the technician charges us.
We have done significant business with Atlas Butler over the past years and thought we could continue to place trust in them which lead us to above.
I have talked to a service manager (who said they would not change the invoice) and written a letter to the CEO around August 17 and have not received any communication from him.

Description:
After receiving initial invoice date 10/16/2018 (Invoice #*** for $127.50), I was contacted by Bonnie
W*** at Atlas Butler (AB) on 12/6/2019. I told her before I paid the invoice I had a question/concern on
the invoice. She stated that she was not able to answer my question due to her job description and that
she would send an email to management so that they would call me to discuss. No one from AB
contacted me. On 3/27/2019, Kathie J of AB reached out to me and asked me to make
arrangements to pay my invoice. Again, I asked her to have someone contact me to discuss my
question/concern pertaining to the invoice (see email supporting document). To-date no one from AB
has contacted me that can answer question/concern. My question/concern is: on 10/15/18 Kathie
J*** was provided contact information for the job address to perform yearly PM on the furnace. I
prepaid $125 for the yearly PM. From my records, AB has been to this job address to service the
heating three times (from 2017-2018) prior to 10/16/2018. On 10/16/2018 (one-day later), a service call
was placed to AB due to the furnace not working. The technician charged 1.5 hours ($127.50) to flip a
switch to turn the furnace on and then performed PM. I continue to receive collection calls and emails
from Bonnie W at AB, when no one will return my call to discuss the issue.
Note: AB charges drive time from when the technician is paged and until they leave the job via GPS. If
the technician is delayed due to traffic (or other), the customer gets billed for the delay and no
documentation of travel time is provided.
Additional Note: I do not get charged travel time when a pre-paid PM is performed.

The furnace and air-conditioner were replaced by Atlas Butler in January 2016. The air-conditioner was not working in May 2019. Atlas Butler was contacted and a technician arrived on May 19 and determined that a bad fuse was the issue. He quoted a price of around $450 and we decided to purchase the one year service contract for about the same price. I received no email or paperwork regarding the contract. After this the fuse was replaced and when the air was turned on, the fuse popped. The tech was going to have a more experienced tech come out the next day, thinking it was a bad compressor. The new tech arrived on May 20 and determined that the compressor was bad, unfortunately this was only a three year unit. He quoted a price of $1800 and stated that with a service contract he could drop the price down to $1200, but paying for the service contract as well. I thought the price was high and my wife contacted her brother, who has been in heating and cooling for over 35 years. He said that Atlas Butler was price gouging us because the compressor was under warranty, the $1800 was for labor only. My brother contacted his employer and a tech came out on May 29 and stated that the compressor was bad and that their price was more reasonable. I contacted Atlas Butler immediately and canceled the service contract. Atlas Butler is still trying to get an $88 fee from us for the canceled service contract. The other company only charged us $1051 to replace the compressor, showing that Atlas Butler overcharges for the services. I also thought that since we spent over $7000 for a new furnace and air-conditioner they would have charged me less for our newer unit breaking down after three years.

After being advised via mailer that the filters would no longer be included in the elite membership ($32.95/month), I attempted to change my membership to the premier membership ($23.95). Was told I would need to wait until my current membership had expired and could then renew at the lower rate. Asked to speak to a supervisor - was told they were gone for the day and they would call me back the next day. They did not. I had to call back 3 times before I was able to speak to a supervisor and was told they would not refund my last payment.

May 2018 - Purchased new Furnace/AC system from Atlas Butler. As well as Elite level membership in their customer care program. Few months later the A/C stopped cooling house. Called their service department and technician was dispatched. Found A coil (inside coil) to be leaking. A coil replaced, however technician failed to replace condensation run off tube in pump. Hallway and living room received water damage. After numerous phone calls damage was addressed by Atlas Butler.
April 2019 - Spring tune up to A/C was completed. A/C did not work in May. Called Atlas Butler and requested another service call. Technician found that the previous technician did not place door correctly on unit causing system to have no electricity.
In summary every time I call Atlas Butler for service, there needs to be a follow up service call to correct what the previous technician tried to complete. Also the Elite membership in their customer care program is not much of a benefit if you have to argue with the customer service representative on the phone to get your "guaranteed" 4 hour response time.
Not a company I would recommend or do business with again!

I am writing to tell you of a concern I have with the business practices of one of your members, Atlas
Butler Heating and Cooling. The enclosed letter to President Mark S and an email from my tenants provide the details of the incident. The company's answer to my letter was a brusque "We won't charge you for our service call." The manager to whom I spoke implied they were doing me a big
favor.

As I reflect on this experience, I am still upset that the company was eager to replace my system at an estimated cost of $7,500.00 and unconcerned that they unnecessarily frightened my tenant with warnings of carbon dioxide leaks. I am equally upset at their cavalier response to my complaint directly to them.

I look forward to your response.

Sincerely

Our system is fairly new (3-4 yrs). Every 6 mos. when you come out to ck the system there is always something wrong. Do we have a lemon?! Does the whole system need replaced? We are now into 2 weeks "waiting on a part" and my daughter's auto immune disease MCAD is acting up and she is miserable. Why do we pay every month for service when our system is always breaking down and then it takes weeks to get it fixed. A/C is an important tool in helping our daughter's condition. This is not helping. How much longer do we need to wait? Please solve this issue!

In January 2018 Atlas Butler installed a new HVAC system. On Saturday, May 18, 2019, I turned on the AC for the first time this year and it was not cooling. When the technician came out he said a part needed to be replaced and it was not in stock. He thought it would be in on Mon. or Tues. On Wednesday I called the company to complain because it was very hot and humid and asked why they had not requested the part be overnighted to them. They had a manager call back to tell me the part had to be manufactured and it could take 7-10 days. Because of the temperature I asked to have the whole condenser replaced, but of course he thought that was ridiculous. Now it's Mon., the 27th and the part is still not in. The company website claims to have technicians available 24 hrs a day with availability to parts 24 hrs a day. My family and I are hot and frustrated.

Earlier this month I contacted Atlas Butler to service my air conditioner. At that time I joined their Comfort Club Elite Membership which, quoting Atlas Butler, "Comfort Club Members receive priority status. Even if it’s the hottest day of summer or the first cold morning of winter, our technicians service Comfort Club members first". I then scheduled the service for May 20. I took that day off from work in order to be home when Atlas Butler arrived. Early May 20 I got a call from Atlas Butler during which they cancelled my appointment because others had broken air conditioners to be fixed. I assume Atlas Butler earns more fixing broken air conditioners then performing maintenance service on a working air conditioner. I told them that the cancellation was unacceptable and they then promised to send someone out. He ultimately arrived and serviced my air conditioner but did not clean it as required. I have pictures to prove that. According to the following from Will C <***> "Hi ***. I spoke with our Tech Nate about this issue and was told that he was instructed not to hose off outdoor unit because he would have to drag water hose through the house." This is a LIE! I did NOT give that instruction! Now I have to take another day off from work, May 23, so that Atlas Butler can clean my air conditioner. All this time off from work in expensive for me. All this frustration is painful given that I agreed to be an Elite Member and then disregarded as such. So being a priority customer I was cancelled, lied to and had to take costly time off from work. The service tech left my home quickly, without cleaning my air conditioner so that he could go fix someone's air conditioner, rewarding Atlas Butler with more income then my maintenance service.