From: *** *** Sent: Sunday, June 04, 10:AMTo: Revdex.comSubject: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #***I did not recieve notification that Atlas Butler respondedI want this complaint reopened and I want them to provide a break down of chargesI want to know what they charged for the tank, labor and taxesWe do not want any year service membership for $ There is a discrepency of approximately $not accountableWe have had another plumber out for a second opinion and they said she should have paid no more than $for entire bill I WANT A BREAK DOWN OF CHARGESBy law, they have to provide that
On 11/17/Mr*** called our office demanded Brian H*** come to his home immediately as he had a company there installing a new furnace and they showed him there was nothing wrong with his old furnace. In the event Mr*** would have contacted Atlas Butler's Residential Field Manager Brian H*** to review his options and re-evaluate the systemThe furnace was a year old Atlas Butler system that was still under a manufactures parts warranty. Upon arrival MrH*** seen the furnace laying in the driveway filled with water and disassembledMr*** admitted that he filled the furnace with water and for a few after hoursMrH*** advised Mr*** he would take the heat exchanger back to our office to evaluate. MrH*** contacted Mr*** a few days later to advise there was no cracks in the heat exchanger what the technician had seen was a black line that appeared to him to be crackMrH*** offered a free year of the maintenance contract a cost of $for the misdiagnoses of the heat exchangerWe were also confused why the company Mr*** authorized to replace his system had not completed a diagnostic to determine if there was indeed a crack in the heat exchanger before replacingAtlas Butler's technician may have misdiagnosed the heat exchanger but Mr*** caused the damage to his furnace by adding waterAtlas Butler will stand firm on our decision no refund will be issued for the system Mr*** had another company install and damage the furnace by filling it with water for hours.Respectfully,Mary LJ***
Mr*** was contacted by Jeff S*** this matter has been resolvedPlease feel free to contact me at ###-###-#### with any further questions or concerns regarding this matter Respectfully,Mary LJ***
Please see attached revised invoice per *** ***'s request we have reduced the invoice by $I have mailed and email the invoice to himPlease feel free to contact me if I can be of further assistance Mary LJ*** *** *** *** *** Atlas Butler Heating and
Cooling Direct: ###-###-#### Email: ***
On 10/24/at 12:42pm Ms*** contacted Atlas Butler regarding her furnace that was not working an appointment was scheduled between 3:00-5:00PmThe customer service representative advised Ms*** there would be an $service fee to diagnose the furnaceThis was Atlas Butlers 1st
visit to her residence at Snow Tip Lane Grove City, Ohio Upon arrival Atlas Butler’s certified technician Matt S*n found the furnace not workingThe pressure switches opening intermittently, inducer motor dropping pressure causing pressure switches to openHe recommended replacing the inducer motor which had a manufactures warranty the pressure switches were replaced at no charge as value added itemMs*** was advised of the charges prior to any work being completed I have also attached the signed invoice giving Atlas Butler authorization to complete the repairs. Ms*** advised our technician that she was on a fixed income did not have the money to pay for the repairsAtlas Butler’s technician advised her of the option to finance and she agreedMs*** completed and signed the *** loan application on her ownThe inducer motor and pressure switches have a year warranty with Atlas ButlerOn 10/25/Ms*** contacted Atlas Butler upset feels she was overcharged for labor requested to speak with a managerAtlas Butler’s Residential Manager Brian H*** contacted MS*** advised provided her with a breakdown of charges including $dianotic fee and the fact that the technician also replaced the pressure switches at no charge and the inducer motor that was under manufactures warranty will now carry a year parts warranty with Atlas ButlerAtlas Butler will not refund any portion of the charges the client gave prior authorization before any repairs were completed
I have reviewed this complaint with Atlas Butler’s Residential Manager Brian H*** and Atlas Butler’s certified technician Matt S*Matt S*** recommended after diagnosing the furnace that Ms*** needed to replace the inducer motor and pressure switchesMatt S*** advised Ms*** of the price to replace he was not aware that there was a manufactures warranty until after Ms*** advised him she thought there may be a warrantyMatt S*** called the manufacture whom confirmed there was a parts warrantyMatt S*** advised Ms*** of the price for labor and she authorized the repairs prior to Matt leaving to get the replacement partAtlas Butler policy is we will not complete any repairs without the customers authorizationOnce Matt S*** completed the work he came upstairs to collect a that time Ms*** advised him she could was unable to pay that amountMatt then advised he there are options such as financing in which she voluntarily provided information to *** Bank and signed the necessary paperwork. were replaced at no charge as value added itemMs*** was advised of the charges prior to any work being completed I have also attached the signed invoice giving Atlas Butler authorization to complete the repairs. Ms*** advised our technician that she was on a fixed income did not have the money to pay for the repairsAtlas Butler’s technician advised her of the option to finance and she agreedMs*** completed and signed the *** loan application of her own free will Atlas Butler’s Residential Manager Brian H*** contacted MS*** advised provided her with a breakdown of charges including $diagnostic fee and the fact that the technician also replaced the pressure switches at no charge and the inducer motor that was under manufactures warranty which carry a year parts warranty with Atlas Butler Atlas Butler will stand firm on it’s decision to not refund any portion of the charges Ms*** gave prior authorization before any repairs were completed
Atlas Butler has agreed to cancel the maintenance contracts with no further charges effective 8/8/I have called *** *** and left a detailed voice mail advising this maintenances contracts were canceled effective today with no further chargesI also provided my contact information in the
event he had any questions or concerns
Complaint: ***
I am rejecting this response because: Non of the employees I talked to ever mentioned the words "dollars", numbers only, I did authorize the work not knowing the amount to install this capacitor which is four clip on wires and about screws in a panel, had I heard the grand total was going to be $517, this transaction would have ended there, again the the tech said there would be an charge and the capacitor for a total of 517, dollars didn't register in my mind until at my table after the work is don, I asked the tech, are you saying $dollars and he said yes, I ask him why so much, he said they had to pay for training etcI'm years of age with cancer and I needed the air, the part was already installedThis part is about 2" in diameter and weighs only a few ouncesHow can anyone in the dispute business not understand that this is gougingI sent the invoice with the complaint, do you see anywhere on it what the $is forI don't see it. This charge is closely akin to someone paying $for a bottle of water in the desertI am not going away quietly, this company is charging way outside of the bounds in an effort to get the customer enlisted in their maintenance plan, which is about $annuallyCome on
Regards,
*** ***
Atlas Butlers Residential Field Manager Lee M*** has spoke with Mrs***'s daughter and granddaughter *** *** on at least two occasions offering to comeback out at no charge to re-evaluate the systemI have reviewed this complaint with Lee M*** he has agreed that he
will gladly refund 100% of the call if our technician was not correct with his diagnosis as long as MrM*** can inspect and confirm the condition of the heat exchanger with a cameraIn the event the technician was wrong we want to know so that doesn't happen to any other clientsLee M*** has also agreed he will refund the $that *** charged in the event our diagnosis was incorrectI have attached a copy of the maintenance agreement that *** *** voluntary signed up on 5/10/and the invoice for work completedThe maintenance was completed on the furnace and the air-conditioner on this dateI have also attached the invoice from 5/06/and 12/16/in which maintenance was completed and recommendations were madeYou will notice Mrs*** had contacted our office on 05/02/scheduled an appointment for 5/06/for a special inspection on the air conditionerShe voluntary signed up on a maintenance agreement that started 05/06/and expired 05/31/Mrs*** had the maintenance completed on the furnace 12/16/at that time she was advised by our certified technician that the heat exchanger was inspected with a camera it was very rusted but had no holes or cracks at that timeHe recommend replacing the 30yr old furnace due to the age and cost of repairsMrs*** declined repairs and speaking with a comfort advisor at that timePlease feel free to contact me with any questions or concerns regarding this matter. Respectfully,Mary LJ***Residential Customer Service Manager
Please see the following websites that list the information regarding R-Phase-out https://www.epa.gov/ods-phaseout https://www.epa.gov/ods-phaseout/phaseout-class-ii-ozone-depleting-substancesPha...⇄ of Ozone-Depleting SubstancesIn the United States, ozone-depleting substances (ODS) are regulated as class I or class II controlled substancesClass I substances have a higher ozone depletion potential and have been completely phased out in the U.S.; with a few exceptions, this means no one can produce or import class I substancesClass II substances are all hydrochlorofluorocarbons (HCFCs), which are transitional substitutes for many class I substancesNew production and import of most HCFCs will be phased out by The most common HCFC in use today is HCR-22, a refrigerant still used in existing air conditioners and refrigeration equipment. The U.Sschedule for meeting the Montreal Protocol phaseout requirements is summarized in the following tableU.SAction to Meet the Montreal Protocol Phaseout Schedule Year to Be Implemented Implementation of HCFC Phaseout through Clean Air Act Regulations Year to Be Implemented Percent Reduction in HCFC Consumption and Production from Baseline No production or import of HCFC-141b 35.0% No production or import of HCFC-142b and HCFC-22, except for use in equipment manufactured before January 1, 75.0% No production or import of any other HCFCs, except as refrigerants in equipment manufactured before January 1, 90.0% No production or import of HCFC-142b and HCFC- 99.5% No production or import of any HCFCs 100.0%
On 6/5/at 3:15pm *** *** contacted Atlas Butler regarding his year old air conditioner not working*** *** was advised when scheduling the diagnostic fee/trip charge is $Atlas Butler certified technician Tanner S*** arrived at *** *** *** at 4:27pm on 6/5/I have
attached the invoice showing the diagnostic completed by Tanner showed a bad dual capacitor- fan motor has tension when pushed quoted for new dual cap but explained the potential issue with the fan motorAlso quoted for motor and capacitorMr*** declined repairs requested to speak with a comfort advisor on 06/06/at 12:30pm the air conditioner was not running upon departureMr*** stated the other company that he had complete the repairs replaced the capacitor. Atlas Butler’s technician diagnosed the issue correctly also advising the client of potential issues with the fan motorAtlas Butler will not refund the diagnostic was completed. Respectfully,Mary LJ***
MrD*** was contacted on 5/23/at 2:43pm to advise a refund of $will be issued in the form of a check via mail it can take 7-business days
Respectfully,
Mary LJ***
Residential Club Member Manager
Tell us why here*** *** contacted Atlas Butler on 7/05/at 9:44am regarding a Hot Water Tank not working at her rental property *ocated *** *** *** *** *** *** * *** ** ***She was advised there was an $diagnostic fee she agreed and a visit was scheduled for 7/5/
between 2:00-4:Atlas Butler’s certified plumber Mark W*** arrived at 2:PM diagnosed the thermal couple was bad *** *** authorized the replacement charge of $via phone for him to replace he completed at 3:PM*** *** called Atlas Butler on 7/6/was having additional issues with the Hot Water tankAtlas Butler’s certified plumber Mark W*** recommended replacing the control valve due to the age of the Hot Water Tank also recommended and quoted price to replace *** *** declinedAtlas Butler’s plumbing manager Brian P*** contacted *** *** offered to reduce the charges to $and refund $which she would only pay for the diagnostic fee she stated she is disputing the whole amount of $with her credit card companyI have attached the invoices Atlas Butler will not complete any repairs without pre-authorization Respectfully,Mary *J***Mary *J*** Residential Club Membership Manager Atlas Butler Heating and CoolingDirect: ###-###-####Email: mj***@atlasbutler.com
On 10/15/Install Manager Joe S*** went out to Mr***'s residence to fix a failed city inspectionThe failed city inspection list items of the were existing problemsThe gas leak was an existing that Joe fixed at no charge to the clientThe 2nd existing was B-Vent clearance which was
from years ago when client had a new roof put onThe trash that was left in the attic was a couple of PVC's which Joe carried out in one hand to the trash. The current maintenance agreement started on 03/01/and expires on 02/31/Mr*** had the maintenance completed on the air conditioner and the furnace on 8/13/and he received 5% off the price of his furnace.Respectfully,Mary LJ*** *** *** ***Atlas Butler Heating and CoolingMain: 1-800-FURNACE (387-6223)Direct: ***-***-*** ext***
On 08/08/*** *** contacted Atlas Butler regarding her air conditioner not working she was given a schedule time of between 2-4pmAtlas Butlers certified technician Alex Troyer arrived at 2:15pm completed a diagnostic found her yrold Trane air conditioner low on FreonHe
recommended adding lbsof refrigerant and Ms*** authorized Alex also washed her condenser coil at no charge as a courtesy and completed a leak search at no charge which showed a slow leak in the evaporator coil which we cannot guarantee the refrigerant He recommend preventative maintenance agreement and a comforter advisor to come out at no charge to discuss replacement options due to the age of the air conditioner and condition she declinedI have attached the signed invoice Atlas butler does not do any repairs without prior authorization from the customer agreeing to the price and recommendationsI have attached the signed invoice Atlas Butler will not issue any refund for the authorized Respectfully,Mary LJohnsonResidenital Field ManagerAtlas Butler Heating and CoolingMain: 1-800-FURNACE (387-6223)Direct: [email protected]
On 1/31/at 8:12am *** *** called Atlas Butler regarding her non-working furnace. Atlas Butler’s Nate certified technician Richard A*** arrived at *** *** Road, Columbus, OH at 9:55am he diagnosed the PSI switches and gas valve needed replacedMrs***
declined repairs due to insufficient funds this week On 02/3/at 8:00am technician Richard A*** returned to *** *** Road, Columbus, OH he installed gas valve, psi switch and filter drop per Mrs*** authorized replacement and paid $with her Visa card the furnace was working upon Richard’s departureOn 2/3/at Mrs*** called Atlas Butler her furnace was not working technician Richard A*** returned to *** *** Road, Columbus, OH 4:22pm he advised client and her husband that the inducer motor needed replacedMr*** authorized replacement of the Inducer motor he was advised prior to the install of the $cost to replaceAfter technician Richard A*** completed the replacement of the inducer motor Mr*** advised they did not have the cash on hand Atlas Butler would need to bill himAtlas Butler’s Residential department is COD but at this point Richard had already installed the inducer motorOn 2/5/*** *** called Atlas Butler requested to have her Elite Comfort Club canceledThe request was emailed to me the Residential Club member Manager I emailed the following to ***@yahoo.com- We received your request to cancel your Elite Comfort Club that renewed 02/1/2018, Under the current agreement the diagnostic of $was waved on 1/31/2018, 02/03/you received $in discounts on the install of the gas valve, PSI switch and filter drop , plus $in discounts to install inducer motor and filters that were delivered 02/05/a value of $ The services and discounts exceed the $annual cost of the Elite Comfort ClubYou have options we can cancel today and we will invoice you $or continue with the monthly deductions of $until 01/31/You also have an unpaid invoice #*** for $I have attached the invoices and terms and conditions of the agreement Please advise how you wish to proceedMrs*** called Atlas Butler again requested to speak with a manager she was contracted by Atlas Butler’s Customer Service Manager William C*** who advised her the repairs were pre-authorized and the terms and conditions of the Elite Comfort Club Mrs*** requested to cancel her membership she was advised of the charges she advised MrC*** she would not pay. I have attached all invoices along with the terms and conditions of the Elite Comfort Club.
*** *** contacted our office on 3/25/at 8:43pm advising the furnace at his rental property Blakely Ct was not workingHe was given a 10-12pm arrival time and advised of the $diagnostic feeAtlas Butlers certified technician Chris *** arrive at
11:55pm after completing diagnostic he found the system was locking out on fault code due to intermittent pressure switchHe advised Mr*** the pressure switch needed replaced and advised of the costMrMahoomod authorized the repairs and accepted deluxe club membership which is an annual maintenance agreement. Mr*** sent an email to me on 3/26/requesting the bad partsI contact Chris *** and his manager *** *** I was advised Mr*** never expressed he wanted the bad parts per our protocol the parts disposedI have attached the invoice and emails between our Residential Field Manager *** *** and *** ***. Atlas Butlers standard procedure is no repairs are completed without the authorization of the client. Also no further responses were made via email to Mr*** as all facts were presented to him
On 11/16/Atlas Butler's certified technician Mike G*** completed a precision tune up on the furnace a benefit of our maintenance contract in which Mr*** is a club memberAfter completing the maintenance the Mike G*** cycled the unit and checked the operation of the unit finding cracks in
the heat exchanger he then turned of the gas and electricity to the system for the customers safetyHe also recommended replacing the year old system and scheduled a comfort advisor to come out at no charge to discuss replacement options. On 11/17/Mr*** contacted our office advising he went with another company to replace his furnace and wanted to show us that the heat exchanger looked new he could not see any cracksAtlas Butler's Residential Field Manager Brian H*** went to Mr***'s residence at this time the furnace had been replaced and the year old furnace was in laying in the driveway filled with water and disassembledMr*** admitted that he filled the furnace with water and for a few after hours which is what caused the furnace no longer operateMrH*** advised Mr*** he would take the heat exchanger back to our office to evaluate. MrH*** contacted Mr*** to advise there was no cracks in the heat exchanger what the technician had seen was a black line that appeared to him to be crackMrH*** offered a free year of the maintenance contract a cost of $for the misdiagnoses of the heat exchangerAtlas Butler's technician may have misdiagnosed the heat exchanger but Mr*** caused the damage to his furnace by adding water.Respectfully,Mary LJ*** *** ***Atlas Butler Heating and Cooling
In response to your recent letter concerning my complaint: I have made numerous calls to Atlas Butler no one called backI was Finally connected to Mr(not legible) office, left a voicemailNothingI called again an employee whose name is Jo saying she is an administrative asstto MrS*** finally called meLeft a message to call herI didShe didn't answer no voicemail! I called the office and they located herShe suggested sending out another tech to be sure if my coil was leaking I asked for the tech who installed my coil in He said I had a tiny hole He reported his finding shortly before Christmas I was then called by Rose who said they would send someone out to measure my furnace etcI thought maybe they were going to fix it He came out Thurs after Christmas and did that then he sat down at my table did some drawings it and handed me the enclosed paper!! He was from sales! I was horrified I have low income and am still paying on the 1st coil! When I informed him I could;d not afford it he left! I have tried to speak to MrS*** but learned he has a hearing problem so I don't know what was told to him if anything! I believe this was a deliberate attempt to sell me a new furnace!! That's what they have done I cant believe a cocould be so cruel! I am Years old partially blind I am now using emergency heat! This is unbelievableIn all stops with owner, If you could ever reach himThis coShould not be allowed to do this, but they will I am sure (lot legible) thatHave you had any reply from they? I would like to know. Thanks *** ***My furnace is yrs oldHe said it was probably finished here is his name Mark D*** *** *** Atlas Butler
*** *** *** *** *** Regards,*** ***
From: *** *** Sent: Sunday, June 04, 10:AMTo: Revdex.comSubject: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #***I did not recieve notification that Atlas Butler respondedI want this complaint reopened and I want them to provide a break down of chargesI want to know what they charged for the tank, labor and taxesWe do not want any year service membership for $ There is a discrepency of approximately $not accountableWe have had another plumber out for a second opinion and they said she should have paid no more than $for entire bill I WANT A BREAK DOWN OF CHARGESBy law, they have to provide that
On 11/17/Mr*** called our office demanded Brian H*** come to his home immediately as he had a company there installing a new furnace and they showed him there was nothing wrong with his old furnace. In the event Mr*** would have contacted Atlas Butler's Residential Field Manager Brian H*** to review his options and re-evaluate the systemThe furnace was a year old Atlas Butler system that was still under a manufactures parts warranty. Upon arrival MrH*** seen the furnace laying in the driveway filled with water and disassembledMr*** admitted that he filled the furnace with water and for a few after hoursMrH*** advised Mr*** he would take the heat exchanger back to our office to evaluate. MrH*** contacted Mr*** a few days later to advise there was no cracks in the heat exchanger what the technician had seen was a black line that appeared to him to be crackMrH*** offered a free year of the maintenance contract a cost of $for the misdiagnoses of the heat exchangerWe were also confused why the company Mr*** authorized to replace his system had not completed a diagnostic to determine if there was indeed a crack in the heat exchanger before replacingAtlas Butler's technician may have misdiagnosed the heat exchanger but Mr*** caused the damage to his furnace by adding waterAtlas Butler will stand firm on our decision no refund will be issued for the system Mr*** had another company install and damage the furnace by filling it with water for hours.Respectfully,Mary LJ***
Mr*** was contacted by Jeff S*** this matter has been resolvedPlease feel free to contact me at ###-###-#### with any further questions or concerns regarding this matter Respectfully,Mary LJ***
Please see attached revised invoice per *** ***'s request we have reduced the invoice by $I have mailed and email the invoice to himPlease feel free to contact me if I can be of further assistance Mary LJ*** *** *** *** *** Atlas Butler Heating and
Cooling Direct: ###-###-#### Email: ***
On 10/24/at 12:42pm Ms*** contacted Atlas Butler regarding her furnace that was not working an appointment was scheduled between 3:00-5:00PmThe customer service representative advised Ms*** there would be an $service fee to diagnose the furnaceThis was Atlas Butlers 1st
*n found the furnace not workingThe pressure switches opening intermittently, inducer motor dropping pressure causing pressure switches to openHe recommended replacing the inducer motor which had a manufactures warranty the pressure switches were replaced at no charge as value added itemMs*** was advised of the charges prior to any work being completed I have also attached the signed invoice giving Atlas Butler authorization to complete the repairs. Ms*** advised our technician that she was on a fixed income did not have the money to pay for the repairsAtlas Butler’s technician advised her of the option to finance and she agreedMs*** completed and signed the *** loan application on her ownThe inducer motor and pressure switches have a year warranty with Atlas ButlerOn 10/25/Ms*** contacted Atlas Butler upset feels she was overcharged for labor requested to speak with a managerAtlas Butler’s Residential Manager Brian H*** contacted MS*** advised provided her with a breakdown of charges including $dianotic fee and the fact that the technician also replaced the pressure switches at no charge and the inducer motor that was under manufactures warranty will now carry a year parts warranty with Atlas ButlerAtlas Butler will not refund any portion of the charges the client gave prior authorization before any repairs were completed
visit to her residence at Snow Tip Lane Grove City, Ohio Upon arrival Atlas Butler’s certified technician Matt S
I have reviewed this complaint with Atlas Butler’s Residential Manager Brian H*** and Atlas Butler’s certified technician Matt S
*Matt S*** recommended after diagnosing the furnace that Ms*** needed to replace the inducer motor and pressure switchesMatt S*** advised Ms*** of the price to replace he was not aware that there was a manufactures warranty until after Ms*** advised him she thought there may be a warrantyMatt S*** called the manufacture whom confirmed there was a parts warrantyMatt S*** advised Ms*** of the price for labor and she authorized the repairs prior to Matt leaving to get the replacement partAtlas Butler policy is we will not complete any repairs without the customers authorizationOnce Matt S*** completed the work he came upstairs to collect a that time Ms*** advised him she could was unable to pay that amountMatt then advised he there are options such as financing in which she voluntarily provided information to *** Bank and signed the necessary paperwork. were replaced at no charge as value added itemMs*** was advised of the charges prior to any work being completed I have also attached the signed invoice giving Atlas Butler authorization to complete the repairs. Ms*** advised our technician that she was on a fixed income did not have the money to pay for the repairsAtlas Butler’s technician advised her of the option to finance and she agreedMs*** completed and signed the *** loan application of her own free will Atlas Butler’s Residential Manager Brian H*** contacted MS*** advised provided her with a breakdown of charges including $diagnostic fee and the fact that the technician also replaced the pressure switches at no charge and the inducer motor that was under manufactures warranty which carry a year parts warranty with Atlas Butler Atlas Butler will stand firm on it’s decision to not refund any portion of the charges Ms*** gave prior authorization before any repairs were completed
Atlas Butler has agreed to cancel the maintenance contracts with no further charges effective 8/8/I have called *** *** and left a detailed voice mail advising this maintenances contracts were canceled effective today with no further chargesI also provided my contact information in the
event he had any questions or concerns
Complaint: ***
I am rejecting this response because: Non of the employees I talked to ever mentioned the words "dollars", numbers only, I did authorize the work not knowing the amount to install this capacitor which is four clip on wires and about screws in a panel, had I heard the grand total was going to be $517, this transaction would have ended there, again the the tech said there would be an charge and the capacitor for a total of 517, dollars didn't register in my mind until at my table after the work is don, I asked the tech, are you saying $dollars and he said yes, I ask him why so much, he said they had to pay for training etcI'm years of age with cancer and I needed the air, the part was already installedThis part is about 2" in diameter and weighs only a few ouncesHow can anyone in the dispute business not understand that this is gougingI sent the invoice with the complaint, do you see anywhere on it what the $is forI don't see it. This charge is closely akin to someone paying $for a bottle of water in the desertI am not going away quietly, this company is charging way outside of the bounds in an effort to get the customer enlisted in their maintenance plan, which is about $annuallyCome on
Regards,
*** ***
Atlas Butlers Residential Field Manager Lee M*** has spoke with Mrs***'s daughter and granddaughter *** *** on at least two occasions offering to comeback out at no charge to re-evaluate the systemI have reviewed this complaint with Lee M*** he has agreed that he
will gladly refund 100% of the call if our technician was not correct with his diagnosis as long as MrM*** can inspect and confirm the condition of the heat exchanger with a cameraIn the event the technician was wrong we want to know so that doesn't happen to any other clientsLee M*** has also agreed he will refund the $that *** charged in the event our diagnosis was incorrectI have attached a copy of the maintenance agreement that *** *** voluntary signed up on 5/10/and the invoice for work completedThe maintenance was completed on the furnace and the air-conditioner on this dateI have also attached the invoice from 5/06/and 12/16/in which maintenance was completed and recommendations were madeYou will notice Mrs*** had contacted our office on 05/02/scheduled an appointment for 5/06/for a special inspection on the air conditionerShe voluntary signed up on a maintenance agreement that started 05/06/and expired 05/31/Mrs*** had the maintenance completed on the furnace 12/16/at that time she was advised by our certified technician that the heat exchanger was inspected with a camera it was very rusted but had no holes or cracks at that timeHe recommend replacing the 30yr old furnace due to the age and cost of repairsMrs*** declined repairs and speaking with a comfort advisor at that timePlease feel free to contact me with any questions or concerns regarding this matter. Respectfully,Mary LJ***Residential Customer Service Manager
Please see the following websites that list the information regarding R-Phase-out https://www.epa.gov/ods-phaseout https://www.epa.gov/ods-phaseout/phaseout-class-ii-ozone-depleting-substancesPha...⇄ of Ozone-Depleting SubstancesIn the United States, ozone-depleting substances (ODS) are regulated as class I or class II controlled substancesClass I substances have a higher ozone depletion potential and have been completely phased out in the U.S.; with a few exceptions, this means no one can produce or import class I substancesClass II substances are all hydrochlorofluorocarbons (HCFCs), which are transitional substitutes for many class I substancesNew production and import of most HCFCs will be phased out by The most common HCFC in use today is HCR-22, a refrigerant still used in existing air conditioners and refrigeration equipment. The U.Sschedule for meeting the Montreal Protocol phaseout requirements is summarized in the following tableU.SAction to Meet the Montreal Protocol Phaseout Schedule Year to Be Implemented Implementation of HCFC Phaseout through Clean Air Act Regulations Year to Be Implemented Percent Reduction in HCFC Consumption and Production from Baseline No production or import of HCFC-141b 35.0% No production or import of HCFC-142b and HCFC-22, except for use in equipment manufactured before January 1, 75.0% No production or import of any other HCFCs, except as refrigerants in equipment manufactured before January 1, 90.0% No production or import of HCFC-142b and HCFC- 99.5% No production or import of any HCFCs 100.0%
On 6/5/at 3:15pm *** *** contacted Atlas Butler regarding his year old air conditioner not working*** *** was advised when scheduling the diagnostic fee/trip charge is $Atlas Butler certified technician Tanner S*** arrived at *** *** *** at 4:27pm on 6/5/I have
attached the invoice showing the diagnostic completed by Tanner showed a bad dual capacitor- fan motor has tension when pushed quoted for new dual cap but explained the potential issue with the fan motorAlso quoted for motor and capacitorMr*** declined repairs requested to speak with a comfort advisor on 06/06/at 12:30pm the air conditioner was not running upon departureMr*** stated the other company that he had complete the repairs replaced the capacitor. Atlas Butler’s technician diagnosed the issue correctly also advising the client of potential issues with the fan motorAtlas Butler will not refund the diagnostic was completed. Respectfully,Mary LJ***
MrD*** was contacted on 5/23/at 2:43pm to advise a refund of $will be issued in the form of a check via mail it can take 7-business days
Respectfully,
Mary LJ***
Residential Club Member Manager
Tell us why here*** *** contacted Atlas Butler on 7/05/at 9:44am regarding a Hot Water Tank not working at her rental property *ocated *** *** *** *** *** *** * *** ** ***She was advised there was an $diagnostic fee she agreed and a visit was scheduled for 7/5/
between 2:00-4:Atlas Butler’s certified plumber Mark W*** arrived at 2:PM diagnosed the thermal couple was bad *** *** authorized the replacement charge of $via phone for him to replace he completed at 3:PM*** *** called Atlas Butler on 7/6/was having additional issues with the Hot Water tankAtlas Butler’s certified plumber Mark W*** recommended replacing the control valve due to the age of the Hot Water Tank also recommended and quoted price to replace *** *** declinedAtlas Butler’s plumbing manager Brian P*** contacted *** *** offered to reduce the charges to $and refund $which she would only pay for the diagnostic fee she stated she is disputing the whole amount of $with her credit card companyI have attached the invoices Atlas Butler will not complete any repairs without pre-authorization Respectfully,Mary *J***Mary *J*** Residential Club Membership Manager Atlas Butler Heating and CoolingDirect: ###-###-####Email: mj***@atlasbutler.com
On 10/15/Install Manager Joe S*** went out to Mr***'s residence to fix a failed city inspectionThe failed city inspection list items of the were existing problemsThe gas leak was an existing that Joe fixed at no charge to the clientThe 2nd existing was B-Vent clearance which was
from years ago when client had a new roof put onThe trash that was left in the attic was a couple of PVC's which Joe carried out in one hand to the trash. The current maintenance agreement started on 03/01/and expires on 02/31/Mr*** had the maintenance completed on the air conditioner and the furnace on 8/13/and he received 5% off the price of his furnace.Respectfully,Mary LJ*** *** *** ***Atlas Butler Heating and CoolingMain: 1-800-FURNACE (387-6223)Direct: ***-***-*** ext***
On 08/08/*** *** contacted Atlas Butler regarding her air conditioner not working she was given a schedule time of between 2-4pmAtlas Butlers certified technician Alex Troyer arrived at 2:15pm completed a diagnostic found her yrold Trane air conditioner low on FreonHe
recommended adding lbsof refrigerant and Ms*** authorized Alex also washed her condenser coil at no charge as a courtesy and completed a leak search at no charge which showed a slow leak in the evaporator coil which we cannot guarantee the refrigerant He recommend preventative maintenance agreement and a comforter advisor to come out at no charge to discuss replacement options due to the age of the air conditioner and condition she declinedI have attached the signed invoice Atlas butler does not do any repairs without prior authorization from the customer agreeing to the price and recommendationsI have attached the signed invoice Atlas Butler will not issue any refund for the authorized Respectfully,Mary LJohnsonResidenital Field ManagerAtlas Butler Heating and CoolingMain: 1-800-FURNACE (387-6223)Direct: [email protected]
On 1/31/at 8:12am *** *** called Atlas Butler regarding her non-working furnace. Atlas Butler’s Nate certified technician Richard A*** arrived at *** *** Road, Columbus, OH at 9:55am he diagnosed the PSI switches and gas valve needed replacedMrs***
declined repairs due to insufficient funds this week On 02/3/at 8:00am technician Richard A*** returned to *** *** Road, Columbus, OH he installed gas valve, psi switch and filter drop per Mrs*** authorized replacement and paid $with her Visa card the furnace was working upon Richard’s departureOn 2/3/at Mrs*** called Atlas Butler her furnace was not working technician Richard A*** returned to *** *** Road, Columbus, OH 4:22pm he advised client and her husband that the inducer motor needed replacedMr*** authorized replacement of the Inducer motor he was advised prior to the install of the $cost to replaceAfter technician Richard A*** completed the replacement of the inducer motor Mr*** advised they did not have the cash on hand Atlas Butler would need to bill himAtlas Butler’s Residential department is COD but at this point Richard had already installed the inducer motorOn 2/5/*** *** called Atlas Butler requested to have her Elite Comfort Club canceledThe request was emailed to me the Residential Club member Manager I emailed the following to ***@yahoo.com- We received your request to cancel your Elite Comfort Club that renewed 02/1/2018, Under the current agreement the diagnostic of $was waved on 1/31/2018, 02/03/you received $in discounts on the install of the gas valve, PSI switch and filter drop , plus $in discounts to install inducer motor and filters that were delivered 02/05/a value of $ The services and discounts exceed the $annual cost of the Elite Comfort ClubYou have options we can cancel today and we will invoice you $or continue with the monthly deductions of $until 01/31/You also have an unpaid invoice #*** for $I have attached the invoices and terms and conditions of the agreement Please advise how you wish to proceedMrs*** called Atlas Butler again requested to speak with a manager she was contracted by Atlas Butler’s Customer Service Manager William C*** who advised her the repairs were pre-authorized and the terms and conditions of the Elite Comfort Club Mrs*** requested to cancel her membership she was advised of the charges she advised MrC*** she would not pay. I have attached all invoices along with the terms and conditions of the Elite Comfort Club.
*** *** contacted our office on 3/25/at 8:43pm advising the furnace at his rental property Blakely Ct was not workingHe was given a 10-12pm arrival time and advised of the $diagnostic feeAtlas Butlers certified technician Chris *** arrive at
11:55pm after completing diagnostic he found the system was locking out on fault code due to intermittent pressure switchHe advised Mr*** the pressure switch needed replaced and advised of the costMrMahoomod authorized the repairs and accepted deluxe club membership which is an annual maintenance agreement. Mr*** sent an email to me on 3/26/requesting the bad partsI contact Chris *** and his manager *** *** I was advised Mr*** never expressed he wanted the bad parts per our protocol the parts disposedI have attached the invoice and emails between our Residential Field Manager *** *** and *** ***. Atlas Butlers standard procedure is no repairs are completed without the authorization of the client. Also no further responses were made via email to Mr*** as all facts were presented to him
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me
Regards,
Ronald W***
On 11/16/Atlas Butler's certified technician Mike G*** completed a precision tune up on the furnace a benefit of our maintenance contract in which Mr*** is a club memberAfter completing the maintenance the Mike G*** cycled the unit and checked the operation of the unit finding cracks in
the heat exchanger he then turned of the gas and electricity to the system for the customers safetyHe also recommended replacing the year old system and scheduled a comfort advisor to come out at no charge to discuss replacement options. On 11/17/Mr*** contacted our office advising he went with another company to replace his furnace and wanted to show us that the heat exchanger looked new he could not see any cracksAtlas Butler's Residential Field Manager Brian H*** went to Mr***'s residence at this time the furnace had been replaced and the year old furnace was in laying in the driveway filled with water and disassembledMr*** admitted that he filled the furnace with water and for a few after hours which is what caused the furnace no longer operateMrH*** advised Mr*** he would take the heat exchanger back to our office to evaluate. MrH*** contacted Mr*** to advise there was no cracks in the heat exchanger what the technician had seen was a black line that appeared to him to be crackMrH*** offered a free year of the maintenance contract a cost of $for the misdiagnoses of the heat exchangerAtlas Butler's technician may have misdiagnosed the heat exchanger but Mr*** caused the damage to his furnace by adding water.Respectfully,Mary LJ*** *** ***Atlas Butler Heating and Cooling
In response to your recent letter concerning my complaint: I have made numerous calls to Atlas Butler no one called backI was Finally connected to Mr(not legible) office, left a voicemailNothingI called again an employee whose name is Jo saying she is an administrative asstto MrS*** finally called meLeft a message to call herI didShe didn't answer no voicemail! I called the office and they located herShe suggested sending out another tech to be sure if my coil was leaking I asked for the tech who installed my coil in He said I had a tiny hole He reported his finding shortly before Christmas I was then called by Rose who said they would send someone out to measure my furnace etcI thought maybe they were going to fix it He came out Thurs after Christmas and did that then he sat down at my table did some drawings it and handed me the enclosed paper!! He was from sales! I was horrified I have low income and am still paying on the 1st coil! When I informed him I could;d not afford it he left! I have tried to speak to MrS*** but learned he has a hearing problem so I don't know what was told to him if anything! I believe this was a deliberate attempt to sell me a new furnace!! That's what they have done I cant believe a cocould be so cruel! I am Years old partially blind I am now using emergency heat! This is unbelievableIn all stops with owner, If you could ever reach himThis coShould not be allowed to do this, but they will I am sure (lot legible) thatHave you had any reply from they? I would like to know. Thanks *** ***My furnace is yrs oldHe said it was probably finished here is his name Mark D*** *** *** Atlas Butler
*** *** *** *** *** Regards,*** ***