ComplaintsforAtlas Butler Heating And Cooling

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  3 mos since this arose. Also as long since by e-mail and from Ciri in chat on Atlas Butler [AB] website was told would hear from leadership or "someone in authority" re unnecessary charge for repair at *******************************************. On 7/8, day before sale clos. of 202, buyers in final inspect found water coming from inside HVAC unit and across basement. We in VA at ***. Cem. for internment of late relative. Contacted AB per ************ agreement ["CC"] to get sit. address to have closing on 7/9. *. *******, AB e/ee sent out, called that variable blower motor not spinning full speed, had to be replaced for near $3,000 with CC member savings, not cov. by ****. for AC sys. AB installed in 6/23 bec. furnace related. (Work order for install states heat sys. checked and use existing heat sys.) Had to give go ahead to close on 7/9. Said replace. not available, to be ordered, and install on 7/10. No install on 7/10. Several contacts with AB to keep our commit to have 7/9 closing; new motor installed on 7/11 for $2,969.82 charged to Discover Inv *******. Our realtor learned from buyers tech brought up sev. things TOTALLY unrelated to install for them to do to avoid future probs - scare and sell scheme seen in 2 of last 3 AB visits to 202. If 7/8 prob TRULY was blower prob, can't understand why an issue not discovered few mos earlier at AB install new AC and did an exam of heating sys.- and okayed it. Showed pics of 7/8 202 prob to person doing HVAC work at our new development. He said why didnt tech unplug drain where entire internal unit is designed to drain directly into floor. Had been told for years by AB put in baking soda to keep drain into the floor cleaned out and flowing into drain under unit per design. Another HVAC installer had same comment. Want explanation why was not done as simple LOT cheaper way to address 7/8 prob. *********** install charge should be refunded (less cost of unplugging drain hole as other 2 HVAC contractors said). Thank you.

  

  Business response

  10/30/2024

  AB dispatched **** certified technician ***** ******* to diagnose system, the following quotes are pulled directly from his service summaries on 7/8/24 and 7/11/24 respectively. 
  
  "System on when seeing and calling, found coil frozen,de-iced coil, found blower motor not ramping up to correct cfm, recommend replacement, customer agreed, will order and schedule to install when motor comes in."
  

  "Installed new blower motor, cycled and blower motor ramped up good set blower speed, unit working at this time. Customer not at residence.Thank you"
  

  The system was not working properly upon arrival and was functioning correctly after we installed the new part. It seems that there's is a difference in opinion from another company. The furnace isn't under warranty with Atlas Butler, only the ac unit and the charges reflect that as the necessary part was furnace related. We performed what we deemed was necessary for the unit to function properly and we were successful. Checking the drain would not have fixed the issue because the client would have still been left with a motor that wasnt working properly. Atlas Butler has a tiered pricing system with each possible repair being assigned a level. This repair is considered a level 5 repair (listed as 5Q on the invoice) which is our highest pricing tier.AB does not charge by the hour, only by the job.

  Customer response

  10/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22432530
  
  I am rejecting this response because: The business merely is saying we did what we did. There is no explanation as to whether doing the drain work would have solved what was being observed for a MUCH lesser charge and seeing if the situation repeated itself regardless of how the blower motor was performing. It also says that we approved the work. As stated originally, we had no choice since we were out of town at the interment of a relative at the ********************, and we were up against it on time to have the scheduled sale closing on the home proceed. We were not given an opportunity to suggest the clean the drain alternative to see if that worked. I effectively was told either let me order and install the new blower motor or I will do nothing and leave -- do what i say or I will do nothing; I will not explore alternatives; my decision is made and I will not discuss or explore anything else. 
  Regards,
  
  ***** *******

  Customer response

  11/01/2024

  I would not call what happened a successful resolution. Guess I am left with telling anyone and everyone however and whenever I can about what I consider Atlas Butler's poor service and poor customer service, customer relations, unresponsiveness to and ignoring customer follow up contact about service issues and general non-customer first approach in carrying out its business..

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a contract from ** at a cost of $299.00. This would cover 2 visits per year to clean/service our HVAC system. On 10/9 AB came for their fall visit. The tech told us there was dust etc in the furnace and a part needed replaced at a cost of @$400.00. He indicated not doing the work would restrict the air flow,etc. I okd the repair. I received the invoice and photos. The dust could have been cleaned. In speaking with a manager, he indicated that the part had nothing to do with dust. He also indicated his invoice description said something different than the one I received. I said I wanted to cancel my contract . My invoice says I received a discount of ****** because of the contract. I wanted them to refund 1/2 of my contract price since they only did 1 visit. They tell me now that without the contract my visit would have been over 800 so they arent refunding anything. The supervisor did tell me he would refund 200 on the repair since I wasnt informed what work was being done ( my invoice doesnt even say it) . I have both invoices. They sent me the second one today when I told them what mine said as opposed to what theirs said. I should get 1/2 my contract price back and 200 on the repairs ( as promised). Further, the tech told my parents they didnt have to stay with him. When my dad asked to see what he was fixing, he only showed him the dust!!

  

  Business response

  10/15/2024

  Per our terms and agreements that I will post below, AB does not refund any unused portion of membership premium. We have acknowledged the behavior of our technician and have refunded $200 for him not thoroughly explaining his process to the clients' parents. We will however agree to refund if our service manager is allowed into the home to verify and look over the technician's work. If he did a subpar job, then we will agree to refund the requested amount. 

   

   

  *****************************************************************

  Customer response

  10/15/2024

  I am not sure what they are offering. They say they will refund the ****** ( which they agreed to do before I filed the complaint). What additional amount Re they offering to refund if they inspect on top of the $200.0? 

  

  Business response

  10/24/2024

  The client requested a refund for the service contract. The 200-dollar refunded that she was promised unrelated. The only way we would consider refunding money for a service agreement is if we were permitted to send the service manager to the home to review the work of our technician. If it is determined that a subpar job was done, then we would agree to refund the money paid for the service agreement.

  Customer response

  11/04/2024

  [If 
  
  Complaint: 22420646
  
  I am rejecting this response because: the business previously agreed to refund the $200.the supervisor told me it would be refunded in a phone call.  We are not complaining about the quality of the work. We will allow them to inspect as long as they refund our $200.00 regardless of the quality as the quality is not the complaint. 
  

  We want 1/2 of our maintenance agreement refunded as well since they only did 1 inspection ( fall) and our agreement calls for a fall and spring inspection. When I asked for this, they said my cost would have been more than our repair ( that wasnt needed or approved) would be more than the agreement. The invoice says my discount was ******!!! They also have 2 different invoices showing what work was done. I have proof of what invoice we received and when and proof it was changed. 
  
  Regards,
  
  ***** ****

  

  Business response

  11/05/2024

  The $200 was refunded to the client on 10/17/2024 to the credit card on file. Per our terms and agreements, AB does not refund unused portions of the comfort club. 

  *****************************************************************

  "When you request termination, there is no refund for any unused portion of the current club membership. In the event that services rendered or discounts given exceed payments made, you agree to reimburse Atlas Butler in full prior to cancellation." 

  To compensate, we could reactivate the membership and schedule remaining services since the membership was paid for the entire year. There is still an AC cleaning on the contract that we could schedule for early spring. 

   

  Customer response

  11/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ****

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately two years ago, an Atlas Butler salesman recommended and installed an HVAC unit in our home. This unit was clearly undersized, and a larger unit was installed about five months ago. However, this installation faced several issues. Notably, no inspection or cleaning of the existing ducts was performed before installing the new unit, and we were not informed that duct cleaning was necessary. The installation obstructed access to the ducts, making future cleaning impossible and indicating negligence by Atlas Butler.A recent assessment by Atlas Butler technicians on 9/11 revealed that the installed HVAC unit is unsuitable for our fourth-floor residence. They recommended mini-split systems as a more appropriate and efficient alternative, which was never presented to us, likely due to its lower cost and thus lower commission for Atlas Butler. We were not informed of this cost-effective and suitable option, resulting in unnecessary expenses.Since the installation, our air quality has deteriorated, as indicated by the thermostat, with HVAC filters turning black within 3-4 weeks of use, posing health risks. The installation method also left the ducts inaccessible for cleaning, creating a hazardous situation with no viable solutions from other companies due to the restrictive setup.Given these issues, I request the installation of a new HVAC solution, such as a mini-split system, at no additional cost. Additionally, I seek immediate intervention to improve air quality and address the rapid filter degradation, potentially through UV light or other methods. We are entitled to a functioning system that does not pose health risks, and I also request a refund or compensation for the difference between the installed unit and the recommended mini-split system.

  

  Business response

  09/17/2024

  We have tried to reach out to Mr. ****** a few times last week but have not received a response as of yet. We would like to have our install manager take a look at the issues so that we can come up with a way to solve these problems. We would need to physically come to the home to do this. 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a service contract with Atlas Butler. They performed a service check on my air conditioning units about two weeks ago, at that time they recommended considering replacement due to age and also because system pressure was low on my upstairs unit, indicating a possible Freon leak. I decided to get a quote from them. The service tech couldnt do it, so they sent a salesman. About one week later, my upstairs AC unit that has maintained temperature all year, as well as during the servicing check, is no longer cooling. To be clear, I am accusing Atlas Butler of tampering with my AC unit.

  

  Business response

  08/13/2024

  Our **** certified technician diagnosed issues with the upstairs units during annual maintenance visit and warned of potential issues in the future. This is why a replacement was recommended. Extremely hot weather throughout the summer would make it necessary for the ** unit to work harder and sometimes this does lead to equipment malfunctioning is not responsible for this equipment failing, but we will be happy to give repair options. There would be a 30% discount should the client choose to keep his membership with us. 

  Customer response

  08/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22103245
  
  I am rejecting this response because: I don't want Atlas Butler near my equipment.  My issue has been fixed for almost nothing.  The repairman wouldn't comment on whether or not there was tampering with my equipment but there was a lot of headshaking that they'd been out recently for a "clean and check".  Thanks for offering the discount, but I'd prefer a full refund for all monies I've paid to them.  They did not service my equipment.
  
  Regards,
  
  ***************

  

  Business response

  09/03/2024

  AB does not tamper with equipment as this is unethical. We made the client aware of potential issues and discussed replacement options as opposed to high dollar repair options. If the client is not interested in repairs, then there isn't much more that we can offer. We are unable to give any refunds because we did in fact perform all maintenance that was allotted to the client as well as diagnose any potential issues. AB is not responsible for the equipment failing as the client was made aware that this may happen. 

  Customer response

  09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22103245
  
  I am rejecting this response because:  My original complaint stands as submitted.  Customers should know that ********************** is focused on upselling, not helping maintain your equipment.  They literally tried to resolve this by giving me a discount to renew my membership with them.
  
  Regards,
  
  ***************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a new Furnace and air conditioner installed April 23, 2022. We have had five service calls for the same issue. Now they want to replace part, but unable to locate part. I have tried numerous times to reach the owner and he refuses to communicate with me. I need help to get my money back so i can buy new equipment that is reliable.Below quote from their website: Will not honor."If a piece of new equipment that we have installed fails twice within our No Lemon Guarantee time frame, we will replace it at no cost: Air conditioner compressor fails twice in the first five years"

  

  Business response

  08/05/2024

  The part for this system has been located, but its on backorder with the supplier. We unfortunately have no control over their supply chain. We can however perform a bypass that will allow for the system to operate normally until the part arrives to the supplier. We will be reaching out to the client shortly to get that scheduled. Our money back guarantee is only valid for 2 years and this install was done in 2021 so we would not be able to return the investment, but we are going to make it right by getting the system up and running until the part arrives. 

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an 81 yo elderly female who had this condo built in 1995 and has had a contract with Atlas Butler since then. @Sep 2023, Atlas came and did a diagnostics report and recommended the water heater be replaced. At that time, I was not given a diagnostics report in which I could have filed with my home warranty co, Integrity, in order to get compensated. Atlas came and installed on 9/12/2023 and told me to file with my home warranty, after the fact and after I signed the Atlas contract. Fast forward...Integrity tried calling Atlas for the diagnostics report with no avail (see attached). My daughter has emailed and tried calling for the diagnostics report to no avail. I am requesting the full diagnostics report for why this water heater needed to be replaced so I can move forward with the claim with integrity. Thank you for your time.

  

  Business response

  01/08/2024

  Unfortunately, AB does not keep such records. We provided the recommendation to the client and proceeded with the work upon approval. Home Warranty companies typically want very specific reasons as to why a piece of equipment failed which is why we have a policy against working with or through home warranty companies. AB diagnoses the issues and recommends a service to fix said issue which often times in the case of water heaters includes replacement. We do not determine why a piece of equipment failed so the paperwork that is being requested cannot be provided as no notes were taken during the service call nearly 4 months ago. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Disputed Charge and Poor Customer Service I am writing to inform the Better Business Bureau about a charge that has been sent to collections without services being provided. Despite multiple attempts to resolve this matter with customer service, I have received no assistance, and my concerns have been consistently refused escalation. I believe these charges are fraudulent and request their dismissal, along with a letter sent to the credit bureau to rectify the situation promptly.

  

  Business response

  12/15/2023

  Atlas Butler performed a blower motor replacement on 8/23/2021 for the amount of $978.88 after the 30% discount was applied. The total discounted amount was $197.70. Per our terms and agreements, if a club membership is canceled prior to completion of the contract (1 year) then the client is responsible for paying back any discounts received. Once it was clear that the client did not intend to pay, amount was sent to collections. The client canceled the membership on 2/14/22 via phone call. The cancellation policy was explained to the client in detail, but she still wanted to proceed with cancellation. At this time, we are unable to write off amount because services were rendered, and we have to recoup the applied discount per our terms and agreements. 

  Customer response

  12/15/2023

  My decision to reject your response is based on my commitment to complying with the terms outlined in our contractual agreement. Despite my meticulous scheduling of follow-up services, the technicians failed to honor their appointments. Upon seeking clarification after their non-appearance, I was informed by dispatch that the technician had allegedly visited my residence during the scheduled time, a false claim as I was in fact present at home. Of note, I took time off work to ensure I was at home and available at the scheduled time of service. 
  
  In my attempt to rectify the situation, I requested the technician’s return to complete the outstanding services. Unfortunately, this request was consistently denied. Despite my persistent efforts to obtain the services without success, I found it necessary to terminate the contract.
  
  I kindly request a thorough review of the circumstances outlined above, and I urge you to reconsider your decision in light of the unfulfilled contractual obligations on your part. Your timely attention to this matter is greatly appreciated.
  

  
  Regards,
  ****** *****

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Description: We had Atlas Butler to our new home to check for a gas leak. They did not find a leak and told us that our furnace was the problem. We had our furnace guy out and he said that the furnace was fine. The gas company came back out to turn the gas on and said that we have 3 leaks by the manifold. Atlas Butler charged us a whopping $874.71 for this trip. They did put a new flapper on the toilet and grounded the CSST pipe. I don't think we should have to pay for the $428.57 they charged us for testing for leaks since they didn't find it and we have now had to pay 2 other people to fix what they should have fixed on the first trip!!!

  

  Business response

  10/19/2023

  Atlas Butler refunded $428.57 to the original payment method on September 1st of 2023. Is the client looking for an additional refund? 

  Customer response

  10/19/2023

  The issue has been resolved.  Thank you.  *** ******

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scheduled service 8/8/23 to have new toilet installed with a note to have the plumber inspect the flange/floor as I suspected there might be damage. During the visit the tech reported that the flange was fine but warned me the tile was not level. When signing off on the service I saw he noted “the floor and flange might need redone” if I had issues, but I thought that was odd since he told me the flange was fine and the floor was the issue. I was happy with his service, paid $297.57 (invoiced #*******) and gave him a good ****** review. After the visit, I smelled sewer so I called the company back. 2 new techs came 8/28/23 and told me “the flange was completely rotted out and the homeowner is in need of a floor repair…”. I called the tech who initially installed the toilet and he told me that he did not remove the spacer (which was above the flange). At this point, I realized that he did not do a full inspection as I had requested. If he did, he would have seen the flange was completely destroyed and the floor was rotted out. Instead, I had to wait for the wax ring to fail (letting sewer gas in ) and calling the company to return to report to me that the flange and floor were rotted. I reported the issue to Atlas Butler 9/11/23 and waited a week for someone to call me back. No one called and customer service rerouted the ticket from the lead to the manager and sent him emails. The plumbing manager finally called me back and was incredibly rude and stated that the tech did exactly what was in scope in the work order. He offered to reinstall the toilet for free, but because I was so disappointed with how I was being treated, I simply wanted a refund of the $297. He was going to call the tech to discuss it and return my call. I waited another week for a call back with no luck. I called the office and was told another manager was going to call me back. No response. It’s going on 11 business days of trying to get a response from the company.

  

  Business response

  09/26/2023

  It was explained top the client that the flange was in bad shape and that the floor was unlevel. Even with this knowledge, the client still decided to have toilet installed. The plumber installed shims underneath the toilet and caulked around the base. He also restated in his service summary that if any issues arise then that flange would need to be replaced and the floor repaired in that spot. Once the client called in afterwards, AB sent an additional plumber to the home prompting him to say yet again that the flange was in bad shape as well as the floor. The original service invoice was signed by the client indicating knowledge about the condition of the flange and flooring around the toilet. AB performed the requested service ad cannot offer a refund. We have offered to come back to reset the toilet for free after repairs to the floor have been completed.

  Customer response

  09/28/2023

  I am rejecting this response because the business response is not true. The technician told me the flange was fine. I specifically asked him. Furthermore, upon a follow-up phone call with the technician, he told me that he did not remove the spacer (which sites above the flange) so that he would have no way to truly inspect the condition of the flange. The only issue that he verbalized was that my floor was unlevel.
  
  Regards,
  
  ***** *******

  

  Business response

  10/03/2023

  After speaking with the plumber and his manager there is no recollection of parts being made available to him outside of the toilet itself. All we have to go by is the signed document that we have on file. The client requested to have a toilet installed and that service was completed by our plumber. Based on our records, the client was informed of issues with the floor and the flange and agreed for install to continue. She even signed a document stating the issues therefore agreeing that the requested work had been completed. Again, as a courtesy we will return to reinstall toilet free of charge after other repair work has been competed, but we cannot offer a refund since we did in fact perform the requested service. The attached receipt is of common items that are associated with having a toilet replaced, it does not indicate that there are any issues. If the client can offer some evidence of wrongdoing, then we will absolutely provide a refund as it is the right thing to do. But for now, all we can do is go based off of what we have in the system which is a signed copy of a service summary indicating that work was done and that the floor is uneven as well as the flange. 

  Customer response

  10/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20653066
  
  I am rejecting this response because: I'm done fighting here and any consumer can see the true colors of the company. At first they said that I never requested the flange to be inspected when I called to request the install. Then the plumbing manager ignored the image that I sent him showing my concern for the floor (which was outside of this compliant). Then they inferred that I was lying when their tech told me the flange was fine, and then they subsequently inferred that I was lying after showing proof that I purchased the repair flange just a few days before service to use in case it was needed. What a prime example of **** poor customer service. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two years ago I paid $9000 for a unit. They have been out multiple times but nothing has been fixed. I have a 2 year warranty and it is about to run out. 

  On 6.5.23, a tech came out and cleaned the ducts for just over $500. he was here 4 hours. On 7.16.23, I called them to say that black soot was coming out of the vents. The same tech came out today and he said he did not see any dirt. I showed him the dirt I had cleaned up. 

  I think they installed a dud furnace.  

  At some point a tech told me there is a part in the furnace which needs to be replaced. I think they will not replace it until the warranty runs out. 

  A furnace should at least last 10 years. 

   

  

  Business response

  07/20/2023

  Atlas Butler has been dispatched a total of 4 times to address issues with the system we installed. Each of those times it was discovered that there were no issues with the unit itself, rather there was an issue with a lockbox being around the thermostat which caused incorrect cycling. Our Duct Cleaner was dispatched today to the clients home for a follow up to the black soot the clients said she was seeing. There were no signs of any such debris or dirt within the ducts. The technician pulled apart several components of the system and nothing was found that matched the client's description. 

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