60 Customer Reviews
Sort By
Review from Angie T.
5 stars10/24/2024
The same day I called I was able to have a comfort advisor out to my house later that day. Quick, reliable service with fair pricing and *********************** advisors.Review from Ronald R
2 stars10/15/2024
Furnace repair: The good: fast response, friendly & courteous technician, fixed the issue. Materials were under warranty. The bad: technician said it was very complex work that would require 4 hours for one part, probably 1 hour for the other part. Per the Atlas Butler price schedule labor cost would be $1,500. I agreed since it was an Atlas Butler installed furnace plus cold weather may be imminent. The technician started work at 4:00 PM; he was done slightly before 5:00 PM, less than one-hour of labor. So $1,500 for one hour of effort. Since the technician has only worked for Atlas Butler approximately 3 months, I assume he misunderstood the price schedule rather than the company engaging in extreme price gouging. I will be contacting Atlas Butler management to address the issue.
Atlas Butler Heating And Cooling Response
10/16/2024
Atlas Butler has a tiered pricing structure that is dictated by the job as opposed to how long it takes. The correct price was given even though it didn't take as long as originally quoted. As well, had the job taken 10 hours the same price would have been charged.Review from James R
1 star06/05/2024
We recently used Atlas Butler in New Albany to replace our hot water heater tanks with a tankless water heater. Not cheap. 15% more then the competition. During the sale process Atlas sold me on a filter they can install on my main water line that was to help with sediment build up. Shortly after installation we notice a musty smell in our basement, but couldn't find any water. After a couple of weeks, and few more rain storms, the water finally accumulated enough to seep through the carpet. Sure enough, we were having ground water leak in through the location where our main water line entered in the basement. Clearly, during install of the filter Atlas has broken the seal that keeps the water out of going into the basement. We had Atlas come right out to inspect. They sent their plumbing leadership team out to look at it as well. They gave us the run around. Asked that we get the city out to make sure a broken water line wasn't causing this issue. All clear. After several calls and messages to Atlas their reply was that they didn't feel liable. The guys at the top wouldn't even take our call. There was a water stain on the wall that looked 10 years old and said that we had issues prior. We've been in our house for 7 years and never had a drop of water enter our basement. So, it's just ironic that in the area where Atlas was working we all of a sudden had a leak??? No accountability. No responsibility. Now........no credibility. I have given them ample opportunity to step up and do the right thing. Just something to show that they cared.......that maybe it was not just a coincidence. Atlas chose a different route. On a positive note. We are glad we went with a tankless water heater. Just wish we had someone else perform the work. Will not make that mistake again. Learn from our pain.Atlas Butler Heating And Cooling Response
06/06/2024
We spoke with this client about the issue and stated that we would take a look at the issue, and if we feel like it was our fault then we would take full responsibility. Atter taking a look. we determined that the pipe wasn’t sealed correctly to begin with, and that it is not our responsibility. Our techs were there on 5/3/24 installing a tankless water heater and a Scale Rx, which required us to move the service line pipe around, minimally of course, to install the Scale RX product. Under normal circumstances, you should be able to move the pipe around with no issue. It appears to us though after our visit to the home on 5/29, that there were water stains on the wall that would indicate to us that the seal around the pipe had leaked in the past and is still leaking. We took a photo of the area in question, and it indicates years of water leaking down the wall and around the seal.Review from Erika L
1 star04/01/2024
I have had a residential contract with Atlas Butler for years, but after I scheduled my routine furnace check up with my $19.99/mo membership this year, I received a text message about having two furnaces. I called back the next day and they said they had corrected the issue. When I received another message about the two furnaces, I called back the next day again and they said they saw the notes and corrected it. Also said that my account was showing a balance even though the monthly fee had processed. When the technician showed up, he asked me about having two furnaces and I explained that I had called twice already about that and the billing issue. He spoke with someone while here to resolve both issues. That night, the temperature in my house dropped into the low 50s, so I called and they sent another technician out the next morning to reattach the wire from the flame sensor the previous technician d forgot to. Then, I received my credit card statement and saw that they had triple-billed me for the $19.99 in the span of five days. When I called yet again for the first time about the new billing issue, I was told that it would be taken care of. Then I got a notification that I was scheduled for service the following week. When I called back again to make sure that that service call was cancelled and to check on the billing issue, I was told that everything would be taken care of and someone would contact me to confirm the billing changes and cancel the service order. When I received another service order confirmation text, I called again to cancel and was told that the billing issue wasn’t showing up on their end and so they couldn’t do anything unless I sent them my credit card statement. When I asked for the email to send it to, I was told that there “might be a general email, or you could send it to me, I guess.” I was not comfortable with that and said I would just have my credit card company dispute the charges then and requested to cancel my membership.Review from Gail E.
4 stars02/06/2024
I liked the men that came to install my new furnace and airconditioner . They were very polite, trust worthy, efficient! But after they were all through about to leave they told me i had a small gas leak!!! I asked what i should do and he said call a plummer i guess! Wait isnt that you guys job?! I just spent 16,000. On you guys snd youre telling me to call a plummer?! So then another guy comes with his little tool that he says is superior to the other guys’ tool and assures me there is no leak and is on his way! When i asked them what caused the furnace to deteriorate i was told probably too small or the wrong size filters could have contributed. But wait Atlas Butler has been the only company iive had take care of my heating system. So why were they installing inferior filters? So thats my experience in a nutshell! ***** in all these years ever explained to me i was expected to get my own filters from ***** or on line! Why should i have to do thst when you are servicing my furnace you should be supplying the filters snd they should be the best snd the right size!Atlas Butler Heating And Cooling Response
10/16/2024
Atlas Butler does not supply filters to our clients, but we will however install customer supplied filters as a courtesy. Our plumbers are better equipped to handle gas leaks than our installers are which is why a separate visit was necessary. We are happy that you overall had a good experience.Review from Amber
5 stars02/05/2024
Quick and simple. Very knowledgeable and friendly. Great job installing new furnace. I would recommend.Review from Lorri
5 stars02/05/2024
Atlas Butler techs are very polite. They clean up after themselves.Review from Regina M.
5 stars01/09/2024
All the technicians and consultants were professional, kind and knowledgeable.Review from Cathi V.
5 stars12/06/2023
They provided Excellent service. I was very impressed and would Recommend them to Everybody I know.Review from Megan S
1 star09/18/2023
Had them out for a fall furnace tune up and they shared that I needed a new heat exchange and induction motor and quoted me for $6,000 and suggested that my 10 year furnace (installed by them) was old and we should consider a new one. Offered to have a new sales time out within the hour. We had a second company out less than 2 hours later who took Atlas notes and showed us where they lied and manipulating information just working to make a sale and that my heat exchange was under warranty and labor would be less than $1000 if we wanted to pursue replacing it and that it was in fine working order for being 10 years old and that there was no need to replace it at this time. Also showed us that the induction motor was performing flawlessly and didn't need replaced either. Provided us with also measurements and readings to back up their diagnostic. I would also share that they did not clean the unit, did not change the furnace filter or humidifier filter and didn't complete the service fully let alone the lies. Save your money, call someone else! Will never call Atlas again!Atlas Butler Heating And Cooling Response
09/19/2023
We have multiple pictures that indicate how bad the condition of the heat exchanger is. We recommended replacement of the furnace due to its condition (photos available upon request). In addition, we do not offer a membership package in which we change furnace filters or humidifier filters so this wouldn't have been done during a maintenance call. We will be happy to send our service manager out to show the client in real-time the condition of their furnace. We recommended replacement due to the cost of repairs, even with a manufacturer's warranty, the labor cost of fixing a cracked heat exchanger is very high as it is an all-day job.
Customer Review Rating
3.63/5stars
Average of 60 Customer Reviews
Customer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.