ComplaintsforAtlas Butler Heating And Cooling

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As part of the maintenance plan a technician came to my house to tune-up the ac. Technician stated that an animal was chewing on the wire and that we would need to replace the wires. Next we were approached telling us that it would be cheaper to replace the furnace because of its age. I received a quote along with pictures of the inside of the furnace to show me rust. Rust is expected as iron oxidizes in the presence of water and air. The air is working fine. I almost agreed to the installation until they asked if I wanted to include a UV light for 800. This is when I knew it was a scam. The salesperson called while I was in class. I requested that he call back in 30 minutes. He stated that he couldn’t and insisted that he provide with me with quotes. He then told me I could get it installed the next day but I would have to sign the paperwork today. Salesperson and tech must have thought I was stupid. I ‘m cancelling my Comfort Membership tomorrow.

  

  Business response

  07/19/2023

  After reviewing the service notes for this visit and viewing all attached photos, we have concluded that the technician was right with his diagnosis. The UV light is an optional item that can be added to help prevent bacteria preventing them from circulating throughout the home. At this time a billing adjustment cannot be made as there is evidence of the systems condition. 

  Customer response

  07/22/2023

  I have had an Elite membership for 8+ years with Atlas Butler. Subsequently, I have made sure to take advantage of the biannual routine service checks. This is to ensure our HVAC unit is up to par. As of recent every “free” checkup has ended in a technician stating that some major repair is needed. It is interesting that the repairs suggested are always the same price of a new unit. In essence, this is similar to me taking my car to get an oil change (by the way my car is the same age as my unit) and then being told that I need a repair that will cost as much as a new car. All of the company’s actions are suspect. Technicians are jr. sales people that are coached to upsale products. I don’t care what your assessment was you attempted to take advantage of a senior citizen in a disadvantaged neighborhood. You stated that his smoking was causing the ac unit to breakdown. The freon was low.(Tell me how this happens in a closed system with no leak?) An animal urinated on the system. (How could you see or smell this after several instances of rain previously). Then to top it off the technician told me “don’t be surprised if they quote you a new furnace too.” Yet you were not expecting a wife that is highly educated with a science background to follow-up your assessment. Your salesperson is rude. I asked him to call back because I was in class. He stated he couldn’t because he had another appointment. He then proceeded to talk about estimates and how he had 2 openings for installation the next day. Initially I agreed to having an AC unit installed. The sales rep asked me to “text him” my credit card number. Because I was under pressure and away from the house, it was difficult to assess the situation fully. I was relying on third party information. Needless to say when I got home, after talking with my husband I realized that this was all a hustle. I cancelled the install. My ac unit is working fine. Just like before anyone came to “service” the unit. Do better Atlas Butler. At some point your company has loss its integrity. You need to get back to that. I’m disappointed and hope that this encounter does not reflect the company’s standard of practice. My membership has been cancelled. Going forward I will proceed with using a more reputable company for our HVAC needs.

  Regards,

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

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am being charged monthly for a service I didn’t renew under the claim it was auto renewal but I never received any such message in the mail or via email. The person I talked with canceled this renewal but is trying to say they can’t refund me for this unwanted service that I didn’t even use

  

  Business response

  07/19/2023

  Client was refunded on 6/19/23. Thank you. 

  Customer response

  07/21/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: We purchased and had installed A/C and furniss with Atlas Butler on 7/10/1013. It was to be under warranty for 10 years parts and 5 years labor. We had issues with our A/C unit and called them to come out 5/15/2023. The tech stated the unit is no longer under warranty based on the sticker date on the system, 2012. He stated we would need to replace the system. A couple hours later, Steve M****** with Atlas Butler quoted us a coat to replace the system. It was expensive so we had Columbus Worthington Air provide quote as well. We did decide to have **** *********** *** complete the work. Atlas Butler finally called me back when we stated the we felt the system should still be under warranty stating that it was until 7/10/2023. We at this time already had **** *********** replace both units, per Atlas Butler recommendation to replace both units at once.

  

  Business response

  07/19/2023

  The technician was not aware of any manufacturer's warranty until a call was made after the service call. The client was then notified of this so that an informed decision could be made. We are unable to refund an investment made with another company. We performed our due diligence on behalf of the client who then chose to invest with another company. 

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They were supposed to fix my furnace, it was 90 dollars for a service call and the guy they sent just looked at it and said I needed a new furnace entirely. I thought they would come and actually fix mine but the only he recommended was replacement, which I can't afford. I want the money back for the service call because I thought they would fix my furnace but they didn't!

  

  Business response

  02/16/2023

  the $89 was for a diagnostic fee. This only pays for AB to diagnose the issues and is completely separate from repair costs. After the initial diagnosis, the client has the option for repair or replacement. We cannot offer a refund at this time because services were rendered. 

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a service call on Nov 17th to see what was going on with my furnace. I paid 89.00 and the tech told me my blower was going out and that I would need a new furnace. I've since had 3 other HVAC techs to check it . All 3 reviewed the error my furnace was giving and let me know I need a pressure switch . The blower is fine. No noise and the furnace is running fine.

  

  Business response

  11/29/2022

  We received a call from the client with a thermostat issue. According to our NATE certified technician's notes, the furnace was tripping on high limit safety switch causing air flow issues (in addition to burn spots on the heat exchanger). There was no mention of a blower going out. We ran our own tests and that was our professional opinion, so we are unable to offer a refund for this diagnostic trip. 

  Customer response

  11/30/2022

  I am rejecting this response because: the tech told me it was my blower and I would need to replace it . He indicated it would probably be around 1500 to replace but since my furnace is 16 years old they would recommend replacing the furnace and that could be 5000 or more. He wanted to send a sales person out to measure the furnace. 

  Regards,
  
  ***** ****

  

  Business response

  12/05/2022

  There is no record of a conversation concerning a blower. We were dispatched to perform a diagnostic and that is what was performed indicating that the furnace was tripping on high limit safety switch causing air flow issues which align with the original description of the issue provided on the initial phone call. Our technician did however recommend a replacement due to the age of the equipment as well as the condition of the heat exchanger. Again, there was no mention of a blower issue and we stand by our diagnosis. We are unable to offer a refund as services were rendered. 

  Customer response

  12/05/2022

  I am rejecting this response because: I heard what he said to me. My furnace is fixed by a reputable company that isnt trying to sell me a furnace. 

  No need to respond since you were not here and not present for the conversation. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A couple weeks ago the A/C went out in my home. I called atlas butler and they sent a tech out. They priced the fan replacement at $4300. They said the part was $1200 and the labor would be an additional 3 grand. They then said at this price they would suggest replacing my entire furnace and A/C setup, as it was 6 years old and they only last 8-10 years and they charged me a $90 fee for this assessment. After this, I had two more companies come out, including Aire-Flo and both priced the part and labor at around $1500. Personally I think it is absolutely absurd they priced it at $4300. On top of that, I believe this was a shady business prscrice as they saw that my fiancé and I were young (32/28) first time home owners and priced the work high enough to be able to try to sell us an entire system. I believe they used this price to cause a panic/defeat response. I was also told by the two other techs that our system was a top line system that should last easily 16 years or more and in no way would they recommend a full replacement. I am looking to recover the $90 fee for examination because of this terrible experience and business practice After this

  

  Business response

  09/13/2022

  Atlas Butler has flat rate pricing that is dictated by a tiered system depending on the level of repair and may sometimes cost more than smaller companies. Our technician's diagnosis was correct, and it was backed up by the two other companies so we cannot offer a refund for said diagnosis because it was correct. The life of a furnace is a subjective topic that will yield multiple responses depending on who is asked. AB doesn't promote nor do we deal in unethical behavior or practices. Any opinion given is purely based on what we have seen and experienced during our 101 years of serving Central Ohio. 

  Customer response

  09/14/2022

  I am rejecting this response because: the other two companies did not confirm your diagnosis. Your technician said the fan went out because it was old. In fact it was a power surge that knocked it out.  
  

  second, your technician was trying to sell me on an entire new system based on a price that was nearly 4 times the price of two other quotes and providing false information on how long a system should last. 
  

  it’s fine if your business relies on tricking young and new home owners into spending 4 times what they should, everyone we know will also now know this. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 2 ,We called for service because my aircon is not blowing that much cool air.A technician came .As soon as he walk in,all he said is ,I know whats wrong your unit is old and need replace ,without even trouble shooting it.Never touch the unit at all.He told us that we needed new furnace which will cost us between 15k to 20k then left.So that's our $89 dollars down the drain.Well we called a different company ,guest what ? He fix it in just 5 minutes. What's that tell's you? Lazy technician .Hmmm trying to scam us?Better do something about him.

  

  Business response

  09/13/2022

  We apologize for this incident and will address with technician. We will refund $89 to the original payment method. 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Issue with upstairs bathroom leaking into downstairs bathroom. Atlas butler assured me they could fix it and did conference calls with my insurance company to make sure I could get all the proper documentation to support an insurance claim. After Atlas butler completed the work they not only failed to provide the level of detail agreed upon but after 5 weeks of contacting them each time they told me they would do it the final time they told me they would not. Now I am left with a $5400 bill that I cannot submit to insurance without the paperwork. We agreed to a break down itemized list of the cost of parts and a cost of labor.

  

  Business response

  09/07/2022

  Itemized invoice was emailed to client this morning (please see attached). Please note that on normal circumstances AB does not offer itemized invoices, but since our technician erroneously stated that this could be provided, we have decided to make an exception in this situation as a one-time courtesy. 

  Customer response

  09/18/2022

  I am rejecting this response because: the invoice as you can see is not itemized but is a general summary of areas worked on. This is not satisfactory to the insurance company. They need an itemized list of items and cost. This was discussed in detail on a conference call with the business, myself and the insurance adjuster before work was started. Had I known atlas butler would not be willing to accommodate insurance needs a n the way of paper work, I would have gone with a different company. I was told this would be no problem, so I would like the itemized invoice to submit to insurance. 
  

  if this is not acceptable, the alternative is to cover all charges with the exception of what my deductible would be through the claim.
  
  Regards,
  
  **** *******

  

  Business response

  09/19/2022

  Please see attached invoice that breaks down cost of labor and materials. As previously stated, this is out of the normal for AB to provide this type of breakdown but have done so because it was promised to our client in error, outside of the breakdown for materials and labor, there isn't anything further we can provide as our system is not set up for this type of itemization. 

  Customer response

  09/27/2022

  I was promised and itemized invoice to submit to insurance so I could file a claim. This was agreed upon with a conference call including myself, atlas butler, and the insurance company. 
  Regards,
  **** *******

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Atlas Butler came out in May to fix an A/C issue we were having (A/C wasn't cooling the house). They charged us $715 to add freon and had to order the part. They came back and installed the part and charged us over $2000 for this service and advised us the issue was corrected. About a month later we experienced the same issue and another tech came out. They charged us $400 and said the issue was corrected. I spoke with a supervisor who stated the $400 would be refunded, but it hasn't. Two to three weeks later the A/C wasn't working again. I insisted on a supervisor coming out. They came out and took the unit apart and "fixed" the issue. This was just a couple of weeks ago and it is working fine right now. They didn't charge for this service since I had so many issues where they said it was fixed. At this time I am just wanting the the $400 refunded as they promised.

  

  Business response

  09/06/2022

  The requested refund was processed on 9/2/2022. The client should be receiving funds within the week. 

  Customer response

  09/06/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** *****

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When i first moved into my home in June of 2021 i immediately had some HVAC concerns and Atlas Butlers information was on my furnace, i thought who better to call than Atlas Butler. I had a tech come out and he addressed the situation and talked me into being on of their preferred members and I would be on a reoccurring monthly charge for this service with NO CANCELLATION FEES and i can CANCEL AT ANY TIME. Again, this was all verbal and i wasn't given anything but a pamphlet with the perks. I gave him my credit card and went about my day. Never once was i given anything to sign and i did not sign anything. Fast forward to April of this year and i needed an entire new Furnace. I chose not to go with Atlas Butler, and i decided to cancel my preferred membership and they are wanting to charge me for the remainder of the year?!!? I advised that was not what i was sold upfront, and it was deceptive sales practices, and they didn't seem to have a care in the world and threatened to send me to collections over $212.70 of an unpaid balance for the ANNUAL CONTRACT. I asked them to show me where i signed for this service because i clearly didn't and they said by collecting my credit card was enough authorization for me to enter the contract. Ummm no. Anyhow after talking to several people who were not helpful i decided to pay it to stay out of collections, however, their deceptive sales practices and threats of collections on a transaction that was never agreed upon needs to stop. I even offered to split the cost with them to be nice, and they were adamant that they collect the remaining months on my "contract" even though their services were not needed and no services were provided. Terrible practices.

  

  Business response

  08/04/2022

  A service was performed on 10/6/21 at **** **** ***** ***** in which NATE certified technician correctly installed a customer supplied thermostat. At this time the client signed up for elite membership that reduced the repair cost for that day. Please see attached invoice that was signed electronically by the client. On this document there is a link to our terms and conditions that explicitly state that any discounts received will be owed back to Atlas Butler in the event that the agreement is canceled prior to one year. The client received 2 free diagnostic visits in addition to a maintenance visit for the furnace all under this agreement. We will not be able to offer a refund for these reasons. 

  Customer response

  08/05/2022

  I am rejecting this response because: A billing invoice that was signed electronically on a tablet is not a signed contract for an annual service agreement.  To slip in a hyperlink that is not addressed to review by the sales rep is a deceptive practice, especially since it wasn't reviewed verbally.  Also, several pieces are wrong on your thrown together service agreement.  I will start by saying it says the tech was Rudra, you said Nate was here.  You have the previous owners name on the billing statement.  Did you just piece this together so you had some "documentation".  I asked several reps for documentation on the phone yet no one could provide it.   So now not only do we have deceptive sales practices, but we have lots of pieces that don't add up.  Seems to me like your making this stuff up. 
  
  Regards,
  ****** ****

  

  Business response

  08/08/2022

  Our terms and conditions are located on our website at all times. The client has the option of continuing to pay for the membership at a price of $32.95 per month for the remainder of the contract year (ends October 2022) picking up from the requested cancellation date. Since services were provided and the membership was canceled prematurely, we cannot offer a refund since this was owed back to AB for the provided discounts. 

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