It is factually inaccurate? There are falsehoods big and small, relevant and irrelevant in nearly every sentence? I pulled my phone records to substantiate some of the statements and will be attaching those records? The factual inaccuracy in the first sentence is merely that I called a little earlier than reported? It's not relevant but it does start the pattern? In the second sentence, MrE*** did not arrive at 7:? I was actually on the phone with Atlas Butler at 7:as they were trying to track MrE*** down for me? That call ended at 7:? MrE*** pulled up to the curb at 8:on the dot and took until 8:to get to the door? It's easy to remember because Atlas Butler says that, if the technician doesn't arrive within the service window, then the service charge is free? I didn't say anything (to him or the company) because he was close and I didn't want to get him into any trouble? The third sentence may be accurate? I don't remember that level of detail but MrE*** did state that there were a variety of things wrong with the AC unit? The fourth sentence is where the relevant inaccuracies begin? MrE*** made three recommendations, one of which he inaccurately captured in his report and the other two he completely omitted? First and foremost, his primary recommendation was that I replace the contactor! ? He didn't just recommend it? He sold me on it!? ? He told me how it would allow me to have a cool night and get some sleep and have some time to think about whether I wanted to replace the unit rather than me having to make a snap decision while I was hot and tired? He told me that, if I did decide in the future to replace, that I'd get the cost of the repair credited back so it was basically like getting a free repair and there was no reason not to do it? He said that his repair may hold "for as little as a couple of weeks" but that would give me plenty of time to make my decision and that, if I did decide to go with Atlas Butler and wanted the credit for the repair, I needed to decide within a week? He said that the repair would work? He never gave the slightest indication that it might not? If he had, I wouldn't have had him do it? He never mentioned that his "repair" could, in addition to not actually fixing anything, cause the line to freeze and make a mess of water in my basement? If he had, I wouldn't have had him do it? I also followed MrE***'s second recommendation? That recommendation was that I should think about replacing the furnace, even though it was working fine? He told me that I was in danger of a combustible gas leak at any time from the furnace? I did think about it, as MrE*** recommended, had the furnace replaced within a week, just not by Atlas Butler? As with his first recommendation, MrE***'s second recommendation appears nowhere in his brief report? With MrE***'s third recommendation, the truth is stretched in both the brief report and in Atlas Butler's response to the Revdex.com? MrE*** recommended that I think about replacing the unit over the next few weeksHe expressly recommended that I should not make that decision that night? His words were "that's a decision for when you're cool and rested rather than hot and tired." ? I followed all three of MrE***'s recommendations to the letter? I let him replace the contactor so my AC would be fixed for at least two weeks as he promised (of course, it didn't fix it at all)? And, when I was cool and rested, I thought about replacing the AC and the furnace and decided to do so? I was going to have Atlas Butler replace them but not after what happened on 8/3.When I got home from work on 8/3, the temperature in my house was exactly the same as it was when I called Atlas Butler on 8/? My house hadn't cooled a single degree? That's why I called? I didn't call because my AC had "iced up" as Atlas Butler says? I had no idea that it had iced up? I am not an AC repairman! ? But I can tell when it's hot? When I called, I told the call center representative, John, that MrE*** had told me that replacing the? contactor would fix the AC but it didn't so I wanted either someone to fix it or my money back? That was my first request for a refund, not on 8/as Atlas Butler falsely reports? MrH*** called me before he arrived and told me that, based on what he read in MrE***'s report, he thought the unit should be replaced? I told MrH*** on that call that MrE*** had told me that his fix would work and that's why I did it so I wanted the AC either fixed or my money back? That was my second request? MrH*** came out, told me the line had iced, and recommended replacement? I told him that I would follow that recommendation (which I did) but I didn't know that I wanted to do it with Atlas Butler after MrE*** sold me on replacing the contactor and then it didn't actually fix my AC as promised? MrH*** replied that he couldn't say what MrE*** said or didn't say (which was understandable)? After MrH*** left, I actually had to call him to find out where in my basement this iced line he talked about was? Once again, I am not an AC repairman! ? Atlas Butler's position that I or any customer listens to their technician's recommendations and then tells them to do something else because they know better, is simply preposterous? It's simply a dishonest position so that they have an excuse to take your money when the failed to do what you paid them to do? I then called Atlas Butler and spoke with John again and asked for a refund a third time? John must have said at least a half dozen times that these things happen, sometimes the technician thinks a fix will work and it doesn't, and when that happens Atlas Butler makes things right and that someone would be calling me? At that point in time, I expected to get a call shortly after from someone higher up who would apologize, refund my money, and who I would then set up to buy an AC unit and furnace from.At 10:the next morning (8/4), I called Atlas Butler again? I spoke with a woman? I told her again what MrE*** told me, how the fix he promised failed to actually fix anything (and resulted in water in my basement instead when the frozen line thawed), and that I wanted a refund for the fourth time? She told me that someone higher up would call me shortly? Nobody did? On 8/10, I called and went through my story again and requested a refund for the fifth time? [I just noticed the minute time limit? I hope this goes through and I get the opportunity to provide additional information? There are a lot more issues with this company.]?
Mr***’s
furnace? at *** *** ** was
installed on ? 11/09/11? it
carried a? year labor warranty.? The manufacturer recommends regular
maintenance as anything that is mechanical requires regular
maintenance.? ? I have copied the technicians notes below from the
invoices on 11/11/2015, 12/28/2015, 1/13/and 1/15/16.? Atlas Butler's
Residential Field Manager Lee M*** has also explained to Mr*** the
importance of regular maintenance? as the? warranty on the
equipment? covers mechanical not dirt
[Tech #*** A*** - MATT Service Date: 11/11/2015]]Diagnostic...found weak flame sensor (.4ma)Cleaned flame sensor, tested at 2.4ma after cleaningAs a courtesy, did not charge for flame sensor cleaningBlower motor and inducer motor amps good, capacitor 7.1, rated HSI goodFilter goodCycled? unit several times with no faults, cleared fault memoryUnit is working at this timeClient refused to give payment over phone, would still like team leader callOwner stated that he cleaned flame sensor last weekI explained how it should be cleanedAlso advised that because furnace is beside dryer, things like this tend to happen quicker than a standard installation...furnace has a lot of dust and dryer lint insideLast visit for maintenance was 1/29/Thank you!![[Tech #*** A*** - MATT Service Date: 12/28/2015]]Diagnostic...upon arrival, unit was turned off at thermostatChecked error codes...all codes 7flashes, ignition lockout due to retriesTurned on heat, flames only on for 2-3seconds...tested flame sensor at .6maCleaned flame sensor and retested at 2.4ma for entire cycleCycled several times, flame current 2.4, no fluctuationGas pressure 3.4"wcUnit has good ground from furnace back to breaker boxCycled two more times with no faultsUnit is working at this timefurnace is in utility room with washer and dryerBurners have a lot of dust and lint in them, could be causing flame sensor to failBlew out burners the best I could without owner approval for charged repairStrongly recommend joining deluxe membership for annual cleaning and tune up, as this will continue to happenThank you!!***unable to reach owner by phone, no voicemail[[Tech #*** A*** - JUSTIN Service Date: 01/13/2016]]Furnace working on arrival,? 78° in house, set to 82°Furnace has been working intermittently, client has to reset power when unit goes off on ignition failure.? Found flame sensor dirty and reading weak, tested new flame sensor in unit, circuit board did not recognize sensor.? Tenants said they have had multiple power outages and surges in the last two months, likely causing damage to circuit boardRecommended to owner to replace board and flame sensor, client declined at this time, wants to talk to team lead tomorrow.? Client refused to pay diagnostic until he speaks with team leadCycled furnace, furnace is operating at this time but needs attention[[Tech #*** A*** - JUSTIN Service Date: 01/15/2016]]Installed new control board and flame sensor under parts warrantyCycled unit multiple times, unit operating at this timeUnable to process cc through merchant expressCc to be ran for $to cover previous diagnostic fees per Lee M***.?
On 8/02/at 4:02pm *** *** contacted Atlas Butler to schedule an appointment between 6:00-8:00pm for his air conditioner that was not workingAtlas Butler’s certified technician Darren E*** arrived at 7:45pmHis diagnosis was the air conditioning unit was not cooling , found contactor
destroyed form very high start inrush amps , run terminal to compressor melted and copper brittle from heat , low on charge , dual cap weak , and condense fan motor drawing above rated amps Atlas Butler’s certified technician Darren E*** arrived highly recommend replacing unit before complete failureMr*** declined replacement requested and authorized replacement of contactor technician advised Mr*** that even with replacement of contactor the unit could fail at anytime.? On 8/3/Mr*** called out office advised his air conditioner was not working had icwanted to scheduled an appointment the Customer Service Representative scheduled him between 8:00-10:00pm Atlas Butler’s certified technician Andy H*** arrived at 8:diagnosed compressor had seized recommended replacement Mr*** declinedOn 8/10/Mr*** contacted our office requesting a refund for $he was advised a client concern report would be forwarded to a manager and he would receive a call back within hrsOn 8/10/Atlas Butler’s Residential Filed Manager John V** *** spoke with Mr*** he advised MrV** *** he wanted a refund the air conditioner did not work after repairs were made MrV*** advised him he would review this matter and contact him back on 8/11/MrV*** left several voice mail messages for Mr*** between 8/11-8/17/On 8/18/John V*** spoke with Mr*** advising him that all recommendations had been appropriately made by technician Mr*** was notified by the certified technician that unit could fail at any time per technicians notes, based on tech making proper recommendations to the client and advising client accordingly of other issues a refund would not be provided but the money he spent on repairs could be deducted off the price of a replacementMr*** advised he had another company replace the air conditioner and only wants a refund from Atlas Butler or he is going to contact the Revdex.com, Angles List and seek legal representationAtlas Butler will not be issuing a refund? ?
Atlas Butlers technicians are certified , bonded and fully trained in HVAC.? We offered to send out a Residential Field Manager John V** *** out on occasions at no cost and to go over the readings with our equipmentMr*** refused he stated he did not want Atlas Butler out to his home
We have refunded the $for a maintenance agreement even though the maintenance was completed oh the furnace and air conditioner.? At this time Atlas Butler has done all that we can do to for Mr***! ? ? Respectfully, Mary LJ*** Residential Customer Service Manager Atlas Butler Heating and Cooling Main: *** *** Direct: ###-###-#### ***
On 12/20/Atlas Butler's Residential Field Manager Lee M*** contacted ***? ***? and scheduled to re-evaluate the evaporator coil 12/21/between 10am-12pmAtlas Butler's certified technician Kyle F* performed an electronic leak search on the evaporator coil and found coil
leaking in the top-right-frontKyle explained to Mrs***? that the heat pump is not operating at this time due to the cost of replacing the evaporator coil it would be more economical for her to replace the heat pumpAtlas Butler has agreed to discount the price of a new system taking into consideration what she spent less than years ago to replace the previous evaporator coilPlease feel free to contact me with any further questions or concerns? ? Respectfully,Mary LJ*** *** *** *** *** Atlas Butler Heating and CoolingDirect: ###-###-####Email: ***
? I have attached the signed invoice authorizing to pay Atlas Butler with his Master Card $Mr*** was advised when he contacted Atlas Butler on 6/9/there is a $diagnostic/trip fee for the technician to come out and diagnose his air conditioner any repairs would be
additionalAtlas Butlers Nate certified technician John S*** advised *** *** of the charges to replace his ducal capacitor prior to replacement and Mr*** agreed to proceed with replacement of the dual capacitorI have attached the signed invoice authorizing to pay with his Master Card $517.00.? Respectfully,Mary LJ***Residential Club Member Manager*** *** ***
This is unacceptable She never approved any year service membership and never saw an invoice billing her as such! We want an itemized bill, at this point we want a refund of the "service membership" which is $1200.00(it is illegal not to provide itemized billing or disclose all charges)That gallon water tank did not cost 1998.00! She is a single elderly lady on a very small fixed income who at 7pm at night had no hot water and had trusted your company in the past and purchased a similar gallon tank and paid $750.00!! Our next step is to have our attorney (whom has already looked over this situation and insisted we get itemized bill that we have a legal right to), to proceed with this matter as well as contacting on your side I want this resolved ASAP!
On 6/09/Atlas Butler installed a Basic Heat Pump and Air Handler? with a? year parts and a year labor warranty.? Atlas Butler replaced the compressor on 5/23/and the evaporator coil 5/7/both under warranty Mr*** was only responsible to pay for the laborOn
8/20/Mr***? called our office demanding our Residential Field Manager Lee M*** and certified technician? come to his residence at 2pm to remove the system and refund his money? MrM*** advised Mr*** that he was not able to remove the system and refund his moneyThe Atlas Butler contract reads a year money back guarantee it has been over years.? MrM*** offered to send an Atlas Butler certified technician Mr*** declined and terminated the call.? I called spoke with Mrs***? on 8/24/to advise I was sending a technician out to diagnose the problem with the Heat PumpMrs*** advised me that already had *** *** replace the system they refused to allow Atlas Butler to return to their home.? Atlas Butler made attempts to rectify any issues Mr*** had with the systemMr*** choose to go to another company without allowing Atlas Butler? the opportunity to diagnose the issues he was having in August I have also attached copies of the contract and signed invoices for repairs
I am rejecting this response because:
The respose is incomplete and misleading for the following reasons:? It neglects to mention that Atlas Butler was called out in Novemeber AND December to fix the unit (not working)? I own FOUR other homes--all with furnaces older or the same age as the one at *** *** **.-- that have furnaces located near the washer/dryer? NONE of those units have ever required ANY maintanance other than changing filtersEVER? In the same span of time, this unit has broken down 5-times (an average of at least once per year)? That isn't normal? The EXCUSE of the furnace being in the laundry room is completely irresopnsible? I own another home right down the street, in the same neighborhood as the house at *** *** **That home expereinced NO issues with power outages as claimed by Atlas ButlerFurthermore, when I questioned my tenant about issues with the power, he expressed that it was an issue with blowing fuses (too many electronics plugged in at the same time)? If blowing a fuse causes a furnace to break down repeatedly / need a $repair, that furnace is a piece of junk or has some basic flaw that should be repaired AT NO COST to the customer? Atlas Butler's only responses to my ongoing concerns have been poor, illogical excuses and a general lack of taking responsibility for their poor product?
Regards,
*** ***
On 11/09/Atlas Butler installed a Basic 80% 60k
Furnace? at *** *** ** *** *** ***.? On 1/28/Atlas Butler? replaced the flame senor
,? ? 12/16/cleaned the flame sensor? On
? 1/11/2015? Atlas Butler was called by Mr*** regarding
his
furnace not working Mr*** stated that he cleaned flame sensor last
weekAtlas Butler's certified technician Matt A*** explained how it should
be cleaned.? Mr*** was also? advised By Matt A***? that
because furnace is beside dryer, things like this tend to happen quicker than a
standard installationThe furnace has a lot of dust and dryer lint inside and
the? last visit for maintenance was 1/29/2014..? ? On 1/13/Mr
***'s tenant advised Atlas Butler's certified technician Justin A*** the
furnace had been working intermittently when the furnace goes off on the
ignition failure they have to reset the power.? ? Mr
***'s? tenant also advised they have experienced multiple outages and
surges over the past few months which most likely caused the damage to the
circuit board.? On 1/15/we replaced the flame sensor under warranty and
installed a new control boardAtlas Butler's Field Manger Lee *** spoke
with Mr*** explaining the issues he has had is not mechanically related
these are issues caused by the drier being to close to the furnace and the
electrical issues.? I have attached all invoice please feel free to
contact me with any questions or concerns
Respectfully,
Mary LJ***
*** *** *** ***
Atlas Butler Heating and Cooling
Main: 1-800-FURNACE (387-6223)
Direct: ###-###-####
Atlas Butler has agreed to adjust $and invoice *** *** for $I have left her a vocie mail and sent an email advising her balance is $for the diagnostic fee.Respectfully,Mary LJ***Residential Club Member Manager
No where in the Response from Atlas Butler? does it address the fact that the information the Tech gave me regarding? the "new government regulations" that went into effect weeks prior to my service call and that the Freon price is now $a pound or $for the pounds I received (per the price category book the tech had)Also nothing addressed about them being among a select few? business' that are allowed to have access to the FreonThis is what my complaint is about, the fact that a business can tell you any thing just to get a sale and to heck with the consumer as long as the business makes moneyI have reviewed? other complaints about this business on Revdex.com website) and I am not the only consumer to comment about a tech explaining this is a new government regulationThis practice must be stopped? ? and the company made responsible for conducting unscrupulous business practices? This needs to be brought to the publics attention, sooner rather than later! I am still requesting a refund for the inflated price of the FreonLocal companies are charging a pound, price is still effective by todays calls
It is factually inaccurate? There are falsehoods big and small, relevant and irrelevant in nearly every sentence? I pulled my phone records to substantiate some of the statements and will be attaching those records? The factual inaccuracy in the first sentence is merely that I called a little earlier than reported? It's not relevant but it does start the pattern? In the second sentence, MrE*** did not arrive at 7:? I was actually on the phone with Atlas Butler at 7:as they were trying to track MrE*** down for me? That call ended at 7:? MrE*** pulled up to the curb at 8:on the dot and took until 8:to get to the door? It's easy to remember because Atlas Butler says that, if the technician doesn't arrive within the service window, then the service charge is free? I didn't say anything (to him or the company) because he was close and I didn't want to get him into any trouble? The third sentence may be accurate? I don't remember that level of detail but MrE*** did state that there were a variety of things wrong with the AC unit? The fourth sentence is where the relevant inaccuracies begin? MrE*** made three recommendations, one of which he inaccurately captured in his report and the other two he completely omitted? First and foremost, his primary recommendation was that I replace the contactor! ? He didn't just recommend it? He sold me on it!? ? He told me how it would allow me to have a cool night and get some sleep and have some time to think about whether I wanted to replace the unit rather than me having to make a snap decision while I was hot and tired? He told me that, if I did decide in the future to replace, that I'd get the cost of the repair credited back so it was basically like getting a free repair and there was no reason not to do it? He said that his repair may hold "for as little as a couple of weeks" but that would give me plenty of time to make my decision and that, if I did decide to go with Atlas Butler and wanted the credit for the repair, I needed to decide within a week? He said that the repair would work? He never gave the slightest indication that it might not? If he had, I wouldn't have had him do it? He never mentioned that his "repair" could, in addition to not actually fixing anything, cause the line to freeze and make a mess of water in my basement? If he had, I wouldn't have had him do it? I also followed MrE***'s second recommendation? That recommendation was that I should think about replacing the furnace, even though it was working fine? He told me that I was in danger of a combustible gas leak at any time from the furnace? I did think about it, as MrE*** recommended, had the furnace replaced within a week, just not by Atlas Butler? As with his first recommendation, MrE***'s second recommendation appears nowhere in his brief report? With MrE***'s third recommendation, the truth is stretched in both the brief report and in Atlas Butler's response to the Revdex.com? MrE*** recommended that I think about replacing the unit over the next few weeksHe expressly recommended that I should not make that decision that night? His words were "that's a decision for when you're cool and rested rather than hot and tired." ? I followed all three of MrE***'s recommendations to the letter? I let him replace the contactor so my AC would be fixed for at least two weeks as he promised (of course, it didn't fix it at all)? And, when I was cool and rested, I thought about replacing the AC and the furnace and decided to do so? I was going to have Atlas Butler replace them but not after what happened on 8/3.When I got home from work on 8/3, the temperature in my house was exactly the same as it was when I called Atlas Butler on 8/? My house hadn't cooled a single degree? That's why I called? I didn't call because my AC had "iced up" as Atlas Butler says? I had no idea that it had iced up? I am not an AC repairman! ? But I can tell when it's hot? When I called, I told the call center representative, John, that MrE*** had told me that replacing the? contactor would fix the AC but it didn't so I wanted either someone to fix it or my money back? That was my first request for a refund, not on 8/as Atlas Butler falsely reports? MrH*** called me before he arrived and told me that, based on what he read in MrE***'s report, he thought the unit should be replaced? I told MrH*** on that call that MrE*** had told me that his fix would work and that's why I did it so I wanted the AC either fixed or my money back? That was my second request? MrH*** came out, told me the line had iced, and recommended replacement? I told him that I would follow that recommendation (which I did) but I didn't know that I wanted to do it with Atlas Butler after MrE*** sold me on replacing the contactor and then it didn't actually fix my AC as promised? MrH*** replied that he couldn't say what MrE*** said or didn't say (which was understandable)? After MrH*** left, I actually had to call him to find out where in my basement this iced line he talked about was? Once again, I am not an AC repairman! ? Atlas Butler's position that I or any customer listens to their technician's recommendations and then tells them to do something else because they know better, is simply preposterous? It's simply a dishonest position so that they have an excuse to take your money when the failed to do what you paid them to do? I then called Atlas Butler and spoke with John again and asked for a refund a third time? John must have said at least a half dozen times that these things happen, sometimes the technician thinks a fix will work and it doesn't, and when that happens Atlas Butler makes things right and that someone would be calling me? At that point in time, I expected to get a call shortly after from someone higher up who would apologize, refund my money, and who I would then set up to buy an AC unit and furnace from.At 10:the next morning (8/4), I called Atlas Butler again? I spoke with a woman? I told her again what MrE*** told me, how the fix he promised failed to actually fix anything (and resulted in water in my basement instead when the frozen line thawed), and that I wanted a refund for the fourth time? She told me that someone higher up would call me shortly? Nobody did? On 8/10, I called and went through my story again and requested a refund for the fifth time? [I just noticed the minute time limit? I hope this goes through and I get the opportunity to provide additional information? There are a lot more issues with this company.]?
Mr***’s
furnace? at *** *** ** was
installed on ? 11/09/11? it
carried a? year labor warranty.? The manufacturer recommends regular
maintenance as anything that is mechanical requires regular
maintenance.? ? I have copied the technicians notes below from the
invoices on 11/11/2015, 12/28/2015, 1/13/and 1/15/16.? Atlas Butler's
Residential Field Manager Lee M*** has also explained to Mr*** the
importance of regular maintenance? as the? warranty on the
equipment? covers mechanical not dirt
[Tech #*** A*** - MATT Service Date: 11/11/2015]]Diagnostic...found weak flame sensor (.4ma)Cleaned flame sensor, tested at 2.4ma after cleaningAs a courtesy, did not charge for flame sensor cleaningBlower motor and inducer motor amps good, capacitor 7.1, rated HSI goodFilter goodCycled? unit several times with no faults, cleared fault memoryUnit is working at this timeClient refused to give payment over phone, would still like team leader callOwner stated that he cleaned flame sensor last weekI explained how it should be cleanedAlso advised that because furnace is beside dryer, things like this tend to happen quicker than a standard installation...furnace has a lot of dust and dryer lint insideLast visit for maintenance was 1/29/Thank you!![[Tech #*** A*** - MATT Service Date: 12/28/2015]]Diagnostic...upon arrival, unit was turned off at thermostatChecked error codes...all codes 7flashes, ignition lockout due to retriesTurned on heat, flames only on for 2-3seconds...tested flame sensor at .6maCleaned flame sensor and retested at 2.4ma for entire cycleCycled several times, flame current 2.4, no fluctuationGas pressure 3.4"wcUnit has good ground from furnace back to breaker boxCycled two more times with no faultsUnit is working at this timefurnace is in utility room with washer and dryerBurners have a lot of dust and lint in them, could be causing flame sensor to failBlew out burners the best I could without owner approval for charged repairStrongly recommend joining deluxe membership for annual cleaning and tune up, as this will continue to happenThank you!!***unable to reach owner by phone, no voicemail[[Tech #*** A*** - JUSTIN Service Date: 01/13/2016]]Furnace working on arrival,? 78° in house, set to 82°Furnace has been working intermittently, client has to reset power when unit goes off on ignition failure.? Found flame sensor dirty and reading weak, tested new flame sensor in unit, circuit board did not recognize sensor.? Tenants said they have had multiple power outages and surges in the last two months, likely causing damage to circuit boardRecommended to owner to replace board and flame sensor, client declined at this time, wants to talk to team lead tomorrow.? Client refused to pay diagnostic until he speaks with team leadCycled furnace, furnace is operating at this time but needs attention[[Tech #*** A*** - JUSTIN Service Date: 01/15/2016]]Installed new control board and flame sensor under parts warrantyCycled unit multiple times, unit operating at this timeUnable to process cc through merchant expressCc to be ran for $to cover previous diagnostic fees per Lee M***.?
On 8/02/at 4:02pm *** *** contacted Atlas Butler to schedule an appointment between 6:00-8:00pm for his air conditioner that was not workingAtlas Butler’s certified technician Darren E*** arrived at 7:45pmHis diagnosis was the air conditioning unit was not cooling , found contactor
destroyed form very high start inrush amps , run terminal to compressor melted and copper brittle from heat , low on charge , dual cap weak , and condense fan motor drawing above rated amps Atlas Butler’s certified technician Darren E*** arrived highly recommend replacing unit before complete failureMr*** declined replacement requested and authorized replacement of contactor technician advised Mr*** that even with replacement of contactor the unit could fail at anytime.? On 8/3/Mr*** called out office advised his air conditioner was not working had icwanted to scheduled an appointment the Customer Service Representative scheduled him between 8:00-10:00pm Atlas Butler’s certified technician Andy H*** arrived at 8:diagnosed compressor had seized recommended replacement Mr*** declinedOn 8/10/Mr*** contacted our office requesting a refund for $he was advised a client concern report would be forwarded to a manager and he would receive a call back within hrsOn 8/10/Atlas Butler’s Residential Filed Manager John V** *** spoke with Mr*** he advised MrV** *** he wanted a refund the air conditioner did not work after repairs were made MrV*** advised him he would review this matter and contact him back on 8/11/MrV*** left several voice mail messages for Mr*** between 8/11-8/17/On 8/18/John V*** spoke with Mr*** advising him that all recommendations had been appropriately made by technician Mr*** was notified by the certified technician that unit could fail at any time per technicians notes, based on tech making proper recommendations to the client and advising client accordingly of other issues a refund would not be provided but the money he spent on repairs could be deducted off the price of a replacementMr*** advised he had another company replace the air conditioner and only wants a refund from Atlas Butler or he is going to contact the Revdex.com, Angles List and seek legal representationAtlas Butler will not be issuing a refund? ?
Atlas Butlers technicians are certified , bonded and fully trained in HVAC.? We offered to send out a Residential Field Manager John V** *** out on occasions at no cost and to go over the readings with our equipmentMr*** refused he stated he did not want Atlas Butler out to his home
We have refunded the $for a maintenance agreement even though the maintenance was completed oh the furnace and air conditioner.? At this time Atlas Butler has done all that we can do to for Mr***! ? ? Respectfully, Mary LJ*** Residential Customer Service Manager Atlas Butler Heating and Cooling Main: *** *** Direct: ###-###-#### ***
On 12/20/Atlas Butler's Residential Field Manager Lee M*** contacted ***? ***? and scheduled to re-evaluate the evaporator coil 12/21/between 10am-12pmAtlas Butler's certified technician Kyle F
* performed an electronic leak search on the evaporator coil and found coil
leaking in the top-right-frontKyle explained to Mrs***? that the heat pump is not operating at this time due to the cost of replacing the evaporator coil it would be more economical for her to replace the heat pumpAtlas Butler has agreed to discount the price of a new system taking into consideration what she spent less than years ago to replace the previous evaporator coilPlease feel free to contact me with any further questions or concerns? ? Respectfully,Mary LJ*** *** *** *** *** Atlas Butler Heating and CoolingDirect: ###-###-####Email: ***
? I have attached the signed invoice authorizing to pay Atlas Butler with his Master Card $Mr*** was advised when he contacted Atlas Butler on 6/9/there is a $diagnostic/trip fee for the technician to come out and diagnose his air conditioner any repairs would be
additionalAtlas Butlers Nate certified technician John S*** advised *** *** of the charges to replace his ducal capacitor prior to replacement and Mr*** agreed to proceed with replacement of the dual capacitorI have attached the signed invoice authorizing to pay with his Master Card $517.00.? Respectfully,Mary LJ***Residential Club Member Manager*** *** ***
This is unacceptable She never approved any year service membership and never saw an invoice billing her as such! We want an itemized bill, at this point we want a refund of the "service membership" which is $1200.00(it is illegal not to provide itemized billing or disclose all charges)That gallon water tank did not cost 1998.00! She is a single elderly lady on a very small fixed income who at 7pm at night had no hot water and had trusted your company in the past and purchased a similar gallon tank and paid $750.00!! Our next step is to have our attorney (whom has already looked over this situation and insisted we get itemized bill that we have a legal right to), to proceed with this matter as well as contacting on your side I want this resolved ASAP!
On 6/09/Atlas Butler installed a Basic Heat Pump and Air Handler? with a? year parts and a year labor warranty.? Atlas Butler replaced the compressor on 5/23/and the evaporator coil 5/7/both under warranty Mr*** was only responsible to pay for the laborOn
8/20/Mr***? called our office demanding our Residential Field Manager Lee M*** and certified technician? come to his residence at 2pm to remove the system and refund his money? MrM*** advised Mr*** that he was not able to remove the system and refund his moneyThe Atlas Butler contract reads a year money back guarantee it has been over years.? MrM*** offered to send an Atlas Butler certified technician Mr*** declined and terminated the call.? I called spoke with Mrs***? on 8/24/to advise I was sending a technician out to diagnose the problem with the Heat PumpMrs*** advised me that already had *** *** replace the system they refused to allow Atlas Butler to return to their home.? Atlas Butler made attempts to rectify any issues Mr*** had with the systemMr*** choose to go to another company without allowing Atlas Butler? the opportunity to diagnose the issues he was having in August I have also attached copies of the contract and signed invoices for repairs
I am rejecting this response because:
The respose is incomplete and misleading for the following reasons:? It neglects to mention that Atlas Butler was called out in Novemeber AND December to fix the unit (not working)? I own FOUR other homes--all with furnaces older or the same age as the one at *** *** **.-- that have furnaces located near the washer/dryer? NONE of those units have ever required ANY maintanance other than changing filtersEVER? In the same span of time, this unit has broken down 5-times (an average of at least once per year)? That isn't normal? The EXCUSE of the furnace being in the laundry room is completely irresopnsible? I own another home right down the street, in the same neighborhood as the house at *** *** **That home expereinced NO issues with power outages as claimed by Atlas ButlerFurthermore, when I questioned my tenant about issues with the power, he expressed that it was an issue with blowing fuses (too many electronics plugged in at the same time)? If blowing a fuse causes a furnace to break down repeatedly / need a $repair, that furnace is a piece of junk or has some basic flaw that should be repaired AT NO COST to the customer? Atlas Butler's only responses to my ongoing concerns have been poor, illogical excuses and a general lack of taking responsibility for their poor product?
Regards,
*** ***
On 11/09/Atlas Butler installed a Basic 80% 60k
Furnace? at *** *** ** *** *** ***.? On 1/28/Atlas Butler? replaced the flame senor
,? ? 12/16/cleaned the flame sensor? On
? 1/11/2015? Atlas Butler was called by Mr*** regarding
his
furnace not working Mr*** stated that he cleaned flame sensor last
weekAtlas Butler's certified technician Matt A*** explained how it should
be cleaned.? Mr*** was also? advised By Matt A***? that
because furnace is beside dryer, things like this tend to happen quicker than a
standard installationThe furnace has a lot of dust and dryer lint inside and
the? last visit for maintenance was 1/29/2014..? ? On 1/13/Mr
***'s tenant advised Atlas Butler's certified technician Justin A*** the
furnace had been working intermittently when the furnace goes off on the
ignition failure they have to reset the power.? ? Mr
***'s? tenant also advised they have experienced multiple outages and
surges over the past few months which most likely caused the damage to the
circuit board.? On 1/15/we replaced the flame sensor under warranty and
installed a new control boardAtlas Butler's Field Manger Lee *** spoke
with Mr*** explaining the issues he has had is not mechanically related
these are issues caused by the drier being to close to the furnace and the
electrical issues.? I have attached all invoice please feel free to
contact me with any questions or concerns
Respectfully,
Mary LJ***
*** *** *** ***
Atlas Butler Heating and Cooling
Main: 1-800-FURNACE (387-6223)
Direct: ###-###-####
Atlas Butler has agreed to adjust $and invoice *** *** for $I have left her a vocie mail and sent an email advising her balance is $for the diagnostic fee.Respectfully,Mary LJ***Residential Club Member Manager
No where in the Response from Atlas Butler? does it address the fact that the information the Tech gave me regarding? the "new government regulations" that went into effect weeks prior to my service call and that the Freon price is now $a pound or $for the pounds I received (per the price category book the tech had)Also nothing addressed about them being among a select few? business' that are allowed to have access to the FreonThis is what my complaint is about, the fact that a business can tell you any thing just to get a sale and to heck with the consumer as long as the business makes moneyI have reviewed? other complaints about this business on Revdex.com website) and I am not the only consumer to comment about a tech explaining this is a new government regulationThis practice must be stopped? ? and the company made responsible for conducting unscrupulous business practices? This needs to be brought to the publics attention, sooner rather than later! I am still requesting a refund for the inflated price of the FreonLocal companies are charging a pound, price is still effective by todays calls