ComplaintsforAtlas Butler Heating And Cooling

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2021. They were called to my resident to fix a bathroom sink & look at my furnace. The furnace was declared unsafe & was shut off. However, the sink WAS not fix. As of today it is still backed up. Due to the amount of time and money l declined any additional help. I took the initial contract verbally with the discount. Aft my sink was not repaired l cancelled my contract. Which l was billed the discount amount aft l cancelled my contract. I paid the money because l didn't want my credit in jeopardy. I want my money in the amount of 152.00 refunded I spoke with a supervisor and he stated they can look at the sink again for a fee which l declined. Please rreview my complaint.

  

  Business response

  06/10/2022

  Atlas Butler was dispatched for a clogged drain on 12/18/21. The drain was clear upon departure and there was no correspondence from the client about the repair failing until now. We offer a 1-day warranty on our drain cleaning services and 7 months have passed. The difference between the discounts and premium paid is what was owed back to Atlas Butler as stated in our terms and agreements on our website. We unfortunately cannot offer a refund at this time.

  Customer response

  06/20/2022

  I am rejecting this response because: my drain is still not working.
  Atlas Butler know that my drain was clogged when they left. I spoke with a supervisor who offered to come back for a fee. I hope we can get a better resolution
  Regards,
  
  ******** *******

  

  Business response

  06/23/2022

  AB was not made aware that the sink was still clogged until long after the service call was ran and the client opted to cancel the membership. The drain was clear upon departure per our service notes. Anytime outside of the 1 day warranty period would require an additional service fee. We are unable to offer a refund at this time as difference between the discounts and premium paid is what was owed back to Atlas Butler as stated in our terms and agreements on our website.

  Customer response

  06/28/2022

  Ask the provider what steps were taken to resolve the problem. The provider technician could not resolve the problem. They are not speaking the truth. It is still unresolved.
  

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

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called in March 2022 to have them repair my furnace and they found a hole in exhaust pipe, guy came and he did not fix it, just took a picture of it. I paid service at that time $32.95 on my credit card. He turned off my heat and left (in March, in Ohio) but did nothing about the hot water tank using the same exhaust pipe where the hole was located. They are now sending me a bill for $56.05 and I do not know what this charge is for and it is not spelled out on any of the invoices. I paid for what was due at the time of service. I do not owe anything further and wish to have these unusual billings come to an end. To resolve this issue, I do not want any outstanding balance shown against my account.

  

  Business response

  06/07/2022

  Mrs. ******* reached out to Atlas Butler on 2/16/22 with a non-functioning furnace unit. To save on costs the client opted to sign up for our Elite service contract which waived her trip charge and would have given fer 30% discount had she opted for repairs. We dispatched NATE certified technician Rudra Neupaney to the property, upon inspection of the furnace, the following diagnosis was made: 
  

  “Completed the diagnosis, gas valve intermittent position, inducer motor over amping and grinds, flue pipe has a whole unsafe condition.
  Recommended replacement options due to its safety issues and not working conditions.
  Try to talk to son about it. No answer.”
  
  “Customer can call us back with any questions or schedule comfort advisor for replacement options due to age and conditions.”
  

  The furnace was disconnected for liability reasons as it was unsafe, and the technician did in fact take pictures of the problem area.  The client then calls in and cancels the membership and when this occurs prior to one year, any discounts are owed back to the company minus what has been paid in premium (Stated in our terms and agreements). The client made one payment of $32.95 during the initial call. The $56.05 balance is the $89 diagnostic fee (that was waived at sign up) minus the initial $32.95 payment. Due to these events, we will not be able to adjust the bill at this time.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Atlas Butler came out on 1/27/22 for a diagnostic on my furnace. Their normal diagnostic price is $89, however I am an **** ***** employee and their partnership with **** ***** allows for $39 diagnostic pricing with code *********. I provided this information to Atlas Butler however they charged me the full amount and has not responded to multiple correspondences. I am requesting to be refunded the $50 difference.

  

  Business response

  02/14/2022

  We don't have a record of this request, but the refund will be issued immediately. We apologize for the inconvenience. 

  Customer response

  02/16/2022

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

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