ATR General Services Corp - Alexandria, Virginia

To Whom It May Concern:ATR General Services appreciate a given opportunity to respond to the
claim and to expresses their apologies to the customer.
Our
technicians do carry schrader valves in their trucks; however, when the issue
with the HVAC unit is with the refrigerant, ATR has to go...

through an
authorization process.  That means that we
have to report our diagnoses to [redacted] (the customer’s insurance
company) and wait for their approval to do further repairs. ATR has to follow
this procedure because in many cases the customers’ contracts with [redacted] do not
cover all the costs associated with the repairs. In Mr. Appanah’s case, the refrigerant is partially covered – [redacted]
covers $10 per each pound of 410A refrigerant. The remainder of the cost goes toward
the customer’s non-covers, which is $65 per each pound of 410A. This price has
been set based on the research among the compatible companies in the market and
was approved by [redacted].
Unfortunately,
ATR cannot agree to the customer supplying his own refrigerant since ATR will
not be able to accept the responsibility and give any type of warranty for the
job. At the same time, if ATR supplies the refrigerant, the customer will get a
90-day warranty on the refrigerant per [redacted] contract.
Finally, if
the customer is not satisfied with the costs or his [redacted] contract coverage, he
is eligible to request a “cash out” option from [redacted], which
means that [redacted] will give him a check they owe for the repairs. This way, the
customer can hire whoever he likes to do the repairs. Please, keep in mind, this will cancel out [redacted] warranty on
the repairs and refrigerant but the customer will get to choose any company
based on his price-acceptance, likings or any other preferences. In this case,
the customer accepts full responsibility if anything happens to his unit in the
future.
ATR has learnt from this call and has implemented extra training
on how to handle this kind of situations.  
Best regards,
ATR General Services

ATR RESPONSE:To Whom It May Concern:In response to a customer complaint # [redacted]ATR General Services appreciates a given opportunity to expresses their apologies to the customer for the inconvenience they had to go through. On July 4th, 2016 at 8.40pm, outside normal business hours, ATR has...

received a service work order from [redacted] for the customer’s air conditioning system, stating that it was not cooling. That work order was marked as “normal” urgency. “Normal” urgency is a term used by [redacted] (the customer’s warranty company) to indicate the guideline that the call can be scheduled within 48 business hours. ATR representative called the customer the very next day to acknowledge the work order and to schedule an appointment. The appointment was promptly confirmed within 48hr guideline, for July 6th, 2016. That was the first and the only time ATR has been at the property.On the day of the appointment, upon our technician’s arrival, the customer made him aware that their thermostat had been recently replaced and upgraded to a Wi-Fi t-stat. ATR technician confirmed that the unit was not responding to the t-stat. Following a proper technical procedure, he bypassed that t-stat in order to determine whether the problem was with the t-stat or not. Once the t-stat was bypassed, the unit came on and started cooling. The technician confirmed that the operations of the unit were normal, the pressures of refrigerant were good, and there were no mechanical failures with the unit itself.  At that moment the customer witnessed and agreed that unit was cooling, while the t-stat was bypassed.  If anything was wrong with the unit itself, or any of its parts, the unit would not have cooled while the t-stat was bypassed. This way, ATR technician eliminated other possibilities of malfunction of the unit and was able to determine that the Wi-Fi t-stat was causing the problem. However, the customer kept insisting that there was nothing wrong with their t-stat because it was new. Usually, when we diagnose a malfunctioning t-stat, we replace it with a new one. Unfortunately in this case ATR could not do that because it was not a regular t-stat, it was a Wi-Fi t-stat. Besides the compatibility issue, there are liability and security aspects involved - you would need to know the internet personal data and passport to program it. [redacted] (the customer’s warranty company) does not authorize its vendors to replace the Wi-Fi t-stats and does not require knowing how to work on/program such t-stats and, consequently, to carry them. Therefore, after ATR technician verified this information with [redacted] and our office, he advised the customer to contact the technical support for further help and assistance. ATR has learnt from this call and has implemented extra training on how to handle this kind of situations.   Respectfully,ATR General Services

To Whom It May ConcernIn response to [redacted]’ complaint, ATR would like to confirm that as per the customer’s warranty company, [redacted], we were assigned to repair her air conditioning. We diagnosed a refrigerant leak which we repaired and needed to add the refrigerant to complete...

the job. The refrigerant was not fully covered by the customer’s contract with [redacted], so the customer had out-of-pocket cost. However, in the middle of our repairs, the customer decided not to proceed with us and hired another company to do the job. That company left the job incomplete as they caused a contamination of the entire A/C unit. So the customer got back to us to fix the problem and even prepaid the none-covered cost for the refrigerant. Yet, since the damage was caused by an outside company, [redacted] would not cover the repairs. Therefore, ATR General Services did not get to use the refrigerant. Thus, we offered the customer a choice – to refund $945 for the unused refrigerant or to use that amount towards the COD estimate of the unit replacement. The customer preferred the refund, so ATR refunded it in full on 07/19/2017 back to the same credit card they were paid with ([redacted]). I am attaching a copy of the refund transaction below (Refund Transaction ID#[redacted]). On July 30th, the customer emailed to us that she had not received the refund. On July 31st, ATR responded in written that the refund had been processed on our end on 07/19/2017, and that the customer would need to contact her own bank to clarify when the funds would be posted as it depended on their bank’s policy.  We have not heard from the customer since then. Please see the attachment below and let us know if you have any questions.Merchant: ATR GENERAL SERVICES CORPPO BOX [redacted]ALEXANDRIA, VA [redacted]Order InformationDescription:Non covered items unusedOrder Number:P.O. Number:Customer ID:Invoice Number:[redacted]Billing InformationShipping Information[redacted]Shipping:0.00Tax:0.00Total:USD (945.00) Payment InformationDate/Time:19-Jul-2017 11:36:39 EDTTransaction ID:[redacted]Reference Transaction ID:[redacted]Transaction Type:RefundTransaction Status:Refund/Pending SettlementAuthorization Code:Payment Method:[redacted] XXXX[redacted]Regards,ATR General Services

I am a Customer of American Home Sheild. AHS sent ATR General Service Corp to service my AC unit.
My appointment was schedule on 6/3/16 between the hours of 12 - 4pm. I rearanged my schedule to be home for the service call. As of 4pm noone from ATR arrived nor did they call. At 430pm I get a call from the representative saying that they would not be coming to my home to service my AC because the person who was scheduled to come to my home had been in an accident. (I didn't beleive them and I still don't beleive that) ATR then sets an appoint to come on Sunday 6/5/16 after 10am. The tech arrived about noon with a rushed mentality. Miguel then checks the unit and see that I needed 3 lbs of Freon to fix the problem with my AC. He then states that the fee for 1lbs of freon would be $95. I then did some research to see that price was extremely higher that all other companies in the DMV. I then proceeded to call American Home Sheild to get authorization to lower that cost for the Freon. Miguel stated that he couldn't wait for me to get in touch with AHS that he had to get to his next customer. Mind you I waited 4 hours on Friday for a No Show and he would have had to contact AHS anyway to get authorization before adding the Freon. Miguel just leaves out of my house without any conversation. Later that evening I go outside to put some trash out and notice a wierd part sitting on top of the unit. I snap a picture and send it to a friend that is also in the HVAC arena. I found out that Miquel took the main switch out of my unit so that I could not turn it on and he also left my invoice on my front porch. I called to report this unprofessional behavior to AHS and at this time I am waiting on information from them. I am reporting this complaint because for this guy to completely disconnect my unit was very unprofessional and evil. I attempted to contact ATR on 6/6/16 at 10am and they continue to answer the phone and put me on hold never returning to address this situation.

Date: Wed, Aug 13, 2014 at 2:12 PMSubject: ATR General...

Services _business ID [redacted]_complaint #[redacted]To: [redacted] <[redacted]>To Whom It May Concern
 
In response to customer complaint #[redacted]
 
ATR General Services expresses their apologies to the customer for the inconvenience that we caused. In response to the complaint, neither ATR nor the techs have control over the authorization decision made by [redacted]. Tech has to respond several questions from an authorizer at the time of getting an authorization. One of the key questions that an authorizer from the home warranty commonly asks is “Is this due to normal wear and tear or the failure was caused by other means?” This is where ATR would like for the customer to understand that the tech’s response to the authorizer was what the customer had actually told him about the previous replacement of the part, and that this part was replaced by previous companies. ATR does not have control over the decision [redacted] makes. At that time authorizer did not authorize ATR to do the repair and proceeded to close the call with ATR, and they were going to deal with the customer themselves.
 
ATR has learnt from this call and has implemented extra training on how to handle this kind of situations.  If the customer was unsatisfied with ATR General Services’ tech’s service, we do apologies again. ATR will send the customer her s/f of $75 by mail immediately.
Best,
ATR

ATR General Services expresses our deepest apology for the inconvenience the customer had to go through and appreciates the opportunity to explain what happened since the failure with the customer’s HVAC system was out of the ordinary.ATR received a work order from [redacted], the...

customer’s warranty company, stating that the unit is not cooling. On 06/24/2016 we confirmed an appointment between 12pm and 4pm. Unfortunately, the repairs could not be completed the same day because our technician diagnosed that the TXV valve was clogged and could not be cleared; it needed to be replaced. This part is a non-stock item which means that ATR technicians do not carry such valves in their trucks. It was an OEM part, so ATR had to order it and wait for the delivery. On top of that, ATR had to get the authorization from the customer’s warranty company ([redacted]) to do the repairs. ATR reported our diagnoses and received an approval from [redacted]. They covered the TXV cost, the labor to put it in and $10 per each pound of the refrigerant. The remainder of the refrigerant cost was not covered ($450). During our first visit, the customer made our technician aware, that the same TXV valve had been replaced by another company a year ago. That was a little unusual because the customer’s HVAC system was relatively new, about 2.5 years old. The failure of the same valve within a year on a new unit doesn’t not happen often. Based on this information, ATR decided to send our senior technician to replace this TXV valve and to make sure we didn’t overlook anything. Upon receiving the TXV valve,06/30/2016, ATR send our senior technician to install it. Unfortunately, after we installed the TXV and flushed the system with R-11 chemicals, the unit kept doing what it was doing before. Our senior technician diagnosed that the restriction spread beyond the TXV valve, further to the evaporator coil, which needed to be replace.  This is where ATR would like for the customer to understand that we had to fallow a proper technical procedure. In order for us to diagnose whether the evap coil needed to be replaced or not, the TXV valve had to be replaced first. ATR contacted the distributor to order the evap coil right away.  And that was the time when [redacted] distribution made us aware that per the manufacture of this unit, it had a defect from the very beginning: the paint from compressor goes off and restricts the unit. The factory would not honor the warranty on replacement of the parts until the certain procedure was tried-they advised to flush the system with “0-Ice” solution before replacing anything else. Per the factory that could remove the restriction. ATR reported this to [redacted]. [redacted] approved to follow the factory’s recommendations. Unfortunately, this all was happening during the hottest time of the summer. ATR wanted to expedite the service as fast as possible, but had to follow the [redacted] and manufacturer’s directions. The replacement of the parts was not an option at that time. 07/08/2016 ATR senior technician flushed the system with the recommended “0-Ice” solution. In spite of the factory’s guidance, ATR encountered the possibility of not resolving the problem with the recommended chemicals, so ATR ordered and brought the evap coil with them just in case. Unluckily, the system was still not cooling after we flushed the system with “0-Ice” chemicals. The tech stayed on the phone with the manufacture technical support to ensure that all the steps were followed and properly diagnosed. The technical support approved the replacement of the evap coil since the solution didn’t help. The same day our senior technician replaced the evap coil. Ill-fated, the system was still not cooling. Now, that was Friday. Factory technical support got closed until Monday. Both, ATR and the customer, got trapped until Monday to hear from the factory about the next step. Regretfully, there was nothing we could do without the factory’s approval. But, again, hoping for the best but expecting the worst, ATR ordered the compressor immediately on Friday, just to have everything handy without any more delays. ATR also allocated the time for the senior technician (each repair was taking 3-4hours!). All these steps were communicated to [redacted] and the customer. The next Monday the technical support approved the compressor to be replaced.  ATR has dispatched the senior technician and the general manager, who is the master technician himself, to replace the compressor. Both technicians replaced the equipment and supervised the performance of the unit to ensure that it was operating properly. Finally, after replacing the TXV valve, flushing the system with “0-Ice” solution, replacing the evaporator coil and the compressor, charging the system with the refrigerant each time,  the unit started working fine. To our great regret, not only the customer has suffered from not having the air-conditioning for all this time, but also ATR has unfairly disadvantaged due to the factory defect causing all these problems. ATR had charged the system 3 extra times with the refrigerant at our own expense, spent an enormous amount of labor just to try to solve the factory problem; just because the factory would not authorize to replace the parts/unit in the first place. ATR brings its deepest apology for the inconvenience and hopes that the customer understands that we had to follow [redacted] and the factory’s directions.Regards,ATR General Services

To Whom It May ConcernIn response to customer complaint #[redacted].ATR General Services expresses their apologies to the customer. We tried to do the repair within a timely matter within the high volume of calls that  were already scheduled, thinking that the repair of the replacement of a brand...

new motor was completed. If the motor that was replaced was noisy, ATR does not have control of the manufacturing of the part regarding noise or defectiveness. I hope the customer can understand and really accept our apologies. We have taken actions and have learnt from this call for this not to happen again. Once again ATR extends their apologies. Best,ATR

To Whom It May Concern:
In response to a customer complaint...

# [redacted]
ATR General Services appreciate a given opportunity to expresses
their apologies to the customer for the inconvenience she had to go through. ATR
did schedule an appointment with the customer for seasonal check up of the HVAC
unit. Since the customer’s warranty company - [redacted] – canceled similar
preventative program last year, ATR contacted the customer directly as COD
account.  
ATR would like for the customer to understand that the preventative
maintenance service exists not just to confirm that a unit is running, but to examine
all the components and operations of the system for possible malfunctions.  And this is exactly what happened: when our
technician increased the temperature on the t-stat for 85 degree –which is a
standard procedure to test the operations – the transformer blew up. A transformer
is a safety for the unit; if it blows, that means there is a problem. ATR
technician replaced the transformer with a fuse, a thermostat, and a GP relay.
The unit started heating. After the customer made us aware that the unit kept
running non-stop, we arranged a return appointment the same day. Unfortunately,
by that time it was too dark to be able to properly diagnose the outdoor unit,
so we needed to come back. Meanwhile, since ATR determined a service issue and
the customer had a service contract with [redacted], we had to report
it to AHS; they generated a service work order. ATR could not offer a return
appointment of 1 hour time frame, our appointments are between 10am and 2pm; 1
hour courtesy call have been offered. However, the customer could not agree to these
terms due to a “busy work schedule”. When ATR followed up with the AHS, they
confirmed that another company had been sent to the customer on Monday 01/04/2016
as an expedited service, and that ATR did not need to proceed with the repairs.
 
ATR has learnt from this call and has implemented extra training
on how to handle this kind of situations.   ATR will send [redacted] the service fee of $100 by mail immediately.
 
Thank you for understanding and Happy New
Year!
Best regards,
ATR General Services

To Whom It May Concern: In response to [redacted]’s complaint: ATR General Services regrets that the customer’s experience with us [redacted] fallen short. We appreciate the opportunity to go over the history of this call starting our first visit on 07/26/2016. Last summer, on 07/24/2016 we have...

received a work order from [redacted] Home Warranty company stating that [redacted]’s air conditioning was not working.  07/26/2016 our technician found A/C unit running and cooling. He cycled the unit several times to check its operations, and every time the unit functioned properly. He checked all the parts and components of the system, the refrigerant level (the pressures were normal: 72/205PSI), but there were no mechanical failures at that time. Our  technician made the customer aware that since the AC was running fine, there was nothing we could correct at that moment; yet, if the system failed, we would be happy to come back to investigate the problem.  [redacted] signed the invoice and paid the service fee assigned by his warranty company. Then, three weeks later, on 08/12/2016 ATR received a recall work order with a note that AC was not cooling.  We sent a different senior technician to diagnose the issue. He thoroughly checked the operations of the unit. Again, the AC was running and cooling fine; it was not giving any problems and was not tripping the breaker while the technician was there. This is where ATR General Services would like for the customer to understand that when the unit is old and wiring is old and breaker is old, but the unit itself is performing well, that eliminates the malfunction of the unit and leaves out the weak wiring and breaker as the reasons of tripping. Therefore, our tech recommended for the electrician to replace not only the wiring but the breaker itself. In addition, please understand that we had to go thru an authorization procedure, and we do only what the [redacted] Home Warranty, the customer’s warranty company, approves us to do. [redacted] does not authorize us to replace working parts; neither to replace them for preventative measures.  [redacted] only approves to replace parts when they completely fail. Thus, even though the compressor was getting old and could be predicted to fail in a near future, we could not replace it as we were not authorized to do so until it did fail. Please note that there was no any service fee for this visit as the call was under a recall time period.  Next time we received a work order in 2017, on April 29th. This time the breaker was tripping while technician was investigating the problem. We found the compressor grounded, and it needed to be replaced. We received the approval from [redacted] warranty company to replace it. They fully covered the equipment cost, labor to install the compressor and refrigerant; the customer was only responsible for the disposal of the old compressor and the reclaim. This time a new service fee was due as the call was way outside its recall period (we came over eight months ago). ATR would like to apologize for the lack of communication and unavailability of the managers. Unfortunately, due to the heat wave this time of a year, all our technicians are booked trying to accommodate an extremely high volume of customers, and our managers often have to work in the field as well, or execute training meetings. Nevertheless, all the diagnoses were promptly reported to the warranty company. Once again, ATR apologies to the customer. Respectfully, ATR General Services

To Whom It May ConcernIn response to customer complaint # [redacted].ATR General Services
expresses their apologies to the customer. ATR is grateful that the customer realizes now that in actuality ATR charged her unit only once, on 05/28/2014, but never in January since the leak has...

never been fixed at that time. On November 19th 2014 ATR serviced the customer and found that her system was out of refrigerant. Following a proper technical procedure, ATR left the  system pressurized with nitrogen in order to be able to find a leak/leaks for 48 hours. On November 21st, our technician found the system holding the pressures which meant that the leak did not pop out yet. ATR made a decision to wait for another 48 hours to determine the location of the leak. But on November 25th we still found the same pressures which indicated that there was no leak in the system. ATR understood that the customer had to allocate time to schedule the appointments again and again. Therefore, ATR recommended [redacted] to send another company as a Second Opinion at no cost to the customer to re-diagnose the problem.  That company was also not able to find the leak. Considering the amount of time spent on resolving this issue, ATR talked to the customer and decided to send a senior technician afterwards to double check the repair was done correctly. ATR charged the system with the refrigerant at no cost to the customer and confirmed the unit was working fine. ATR appreciates customer's cooperation. The customer confirmed she was totally satisfied with our actions and that she is happy with the results. The customer made us aware she retracted her complaint and that she would contact Revdex.com and [redacted] with her satisfaction comments towards ATR. Best regards, ATR General Services

To Whom It May ConcernATR General Services thanks the customer for taking the time to express her request. We regret that your expectations have fallen short. On 07/09/2016 ATR General Services diagnosed that the customer’s A/C unit was not cooling due to leaking out the refrigerant. After...

performing a proper nitrogen leak test, we found the leaking part that needed to be replaced and the unit needed to be recharged with 6lb of R22 refrigerant. This is where ATR would like for the customer to understand that all our actions were reported and authorized by her warranty company – [redacted] documented and approved the repairs. The customer’s contract with [redacted] has covered the full cost of the part and labor to replace it, as well as $10 per each pound of the refrigerant; the remainder of the refrigerant cost was not covered ($510 for 6lb R22). [redacted] made the customer aware of the non-covered amount. Upon the customer’s agreement to charge her credit card, ATR has processed the payment and emailed her the confirmation invoice with the transaction ID number, reflecting a $510 charge. The customer requested an itemized invoice. Unfortunately, ATR doesn’t have any other forms of receipts or invoices; however, on 07/15/2016 ATR has emailed the copy of the invoice with the diagnoses along with the written statement on it that the $510 were charged for the 6lb R22 and the transaction ID number for it. This invoice is a legal document which reflects that the $510 were charged for the 6lb R22. This information was provided to [redacted] and the customer in both, verbal and written forms. On 07/16/2016 the repairs were completed. As far as for the coverage on refrigerant, the customer would need to check with her warranty company ([redacted]) as the coverage on parts, labor and refrigerant is stated in her contract with [redacted].  ATR does not have access to her contract.  ATR thrives to maintain transparent policies with all of our customers and makes sure that all of the non-covered charges are documented by the customers’ warranty company ([redacted]) to avoid any confusion. ATR thanks the customer for a given opportunity to express our apologies.Regards,ATR General Services

Review: ATR was dispatched through [redacted] ([redacted]) for a AC repair. When the technician (Tony) arrived, he asked me to lead him to the thermostat so that I can turn on the unit. I turned on the unit in his presence, it came on but blew out cool air. We proceeded outside to AC unit. Tony said that the motor was caved in and one of fan blades broke off. I explained to Tony that repairs were done my unit in 2011 and 2012 from other companies that [redacted] sent out; however, after the first visit, my unit would shake and made loud noises. My unit worked properly with the exception of the loud noise and shaking until April 2014 in which time I called [redacted]. Tony in turn, called [redacted] to have parts ordered; however, he told [redacted] that I should have been be to detect my system being inoperable and that the motor and fan broke over a year ago. I am perturbed to know that Tony would tell such a lie. I am not even sure how Tony determined those things broke ago based on me telling him my history with [redacted] in the past. Tony never called me back to advise me that [redacted] said they wouldn't repair the issue. I had to hear of this from [redacted] based on Tony's false information that he relayed to [redacted]. Now, I have to have a second diagnosis and be inconvenienced with no air for a few more days. In the meantime, I would like my $75.00 deductible back since Tony did nothing but look at my unit and tell false information to [redacted].Desired Settlement: $75.00 deductible back. Tony did not touch anything, he just looked at my unit and told false information to [redacted].

Business

Response:

Date: Wed, Aug 13, 2014 at 2:12 PM

Subject: ATR General Services _business ID [redacted]_complaint #[redacted]

To: [redacted] <[redacted]>

To Whom It May Concern

In response to customer complaint #[redacted]

ATR General Services expresses their apologies to the customer for the inconvenience that we caused. In response to the complaint, neither ATR nor the techs have control over the authorization decision made by [redacted]. Tech has to respond several questions from an authorizer at the time of getting an authorization. One of the key questions that an authorizer from the home warranty commonly asks is “Is this due to normal wear and tear or the failure was caused by other means?” This is where ATR would like for the customer to understand that the tech’s response to the authorizer was what the customer had actually told him about the previous replacement of the part, and that this part was replaced by previous companies. ATR does not have control over the decision [redacted] makes. At that time authorizer did not authorize ATR to do the repair and proceeded to close the call with ATR, and they were going to deal with the customer themselves. ATR has learnt from this call and has implemented extra training on how to handle this kind of situations. If the customer was unsatisfied with ATR General Services’ tech’s service, we do apologies again. ATR will send the customer her s/f of $75 by mail immediately.

Best,

ATR

Review: This a/c repair company was assigned by [redacted]. Once request was placed took numerous days for them to contact us and schedule appointment. 1st appointment, they never showed up. Again after multiple attempts they finally showed up. Failed to fix the problem. Agin multiple days until they returned our calls. Appointment set up for between 8-12 this Saturday. After failing to show up we once again called, and we were told they would be here in 5 mins,1 and a half hours later they showed again failed to fix the a/c issue, changed motor and replaced with a motor high pitching and wining was worst than the original. They told us that there was nothing else they could do and if the noise kept up, that we could call back on Monday and if someone was in the area that might be able to get someone out too look at it. completely unacceptable and to top that off they signed off in our block that the work was completeDesired Settlement: Finish the job and not be allowed to do any work for [redacted]

Business

Response:

To Whom It May Concern

Review: Hello

My name is [redacted]. I have insurance for my appliances in my home. My heat went out so I contact my [redacted] to have someone come out to fix it. They call ATR to come out. They came out on 10/23/2013 and because my heating system is so old they had to order the part. I receive an call at my home on Saturday 11/02/2013 saying they had the part and for me to call the office before they close on Saturday to schedule an appointment for them to come out on Monday. However when I receive the message it was after the closing. I did call them around 630 am on Monday left a message and after they open around 730 am but they told me it was too late to have someone come out to put the part in on Monday so they schedule someone to come out on Tuesday. There is 5 people living in my home one is a 3 year old child. I have arthritis in both my knees I work from home 5 days a week. I am saying this because when they sent the person out the my home on Tuesday they didn't give him the part. Please also keep in mind that the temperature got real low over the weekend and Monday night down to 20's, 30's and we have no heat. When the tech call the office on Tuesday to tell them they call me and wanted to reschedule I explain to them that it was their mistake not mines and to please send someone else out there on Tuesday because it was too cold for us to be in the house with no heat and my 3 year old grand child is in the home. They said they was going to send someone at 3. Well 3 pm came and they didnt send anyone I call and they was rescheduling it again for 8 am Wednesday morning. I was so upset I told them to send someone at 8 but in the mean time we are still in the cold once again. I called [redacted] and told them they try to call them yesterday and no one answer they left a message. This morning November 6, 2013 no one came so I called [redacted] this time when they called them they try to say we didnt confirm the appointment. I explain to AHS that I am not happy we are getting sick and they are not trying to come fix my heat. My thing is they forgot to give the person the part that was their mistake they should have sent someone out the same day to fix it. Now I have to wait until Thursday. AHS has reported this to their consumer affairs department. I wanted to let you know this because it didnt matter that they made the mistake and have me and my family and a 3 year in the cold with no heat. I would like to take action against this company.

It is ATR Heating-Cooling & Home Improvement There MD # [redacted] VA # [redacted].

Please help me. We are cold and sick this is not good for me or my family. We have no other place to go to keep warm.Desired Settlement: The company should have completed the job the same day they made the mistake instead they didnt. They left us in the cold for days.

Business

Response:

Date: Wed, Aug 13, 2014 at 2:14 PM

Subject: ATR General Services _business ID [redacted]_complaint #[redacted]

To: [redacted] <[redacted]>

To Whom It May Concern

In response to customer complaint #[redacted]

I, [redacted], recognize that we have problems returning to fix [redacted]. [redacted]’s furnace, we had miscommunication in both ends. Nevertheless, I have taken action and that person that was handling the call at that time is no longer with ATR. We have taken more time and implemented different methods to speed our process and improve our time to return to the house when we have to order parts that have to be specially ordered. That method had been shown to [redacted] Contractor Relations Manager. We have improved our time and communication with customers that have been in the same situation.

ATR General Services do want to express their apologies for the misunderstanding and the poor handling of her call, but the customer can be sure that ATR has taking steps to correct and improve the way we handle this type of calls, so this does not happen again.

Best,

ATR

Review: I find that ATR employs wholly unacceptable and unethical business practices in that they demand payment in advance of providing goods and services. They expect payment before a job is started. This is like paying your auto mechanic before he diagnoses a problem or conducts repairs. No one does business this way. I engaged in a legal verbal contract with ATR expecting the job to be done on a specific day and expected to be contacted for payment immediately thereafter. Instead, the technician went to the house and did not do the job because I could not be reached to make payment in advance. As a result, my tenant was without heat for two extra days beyond the three days that they had already been without heat that began on Christmas Day in December 2013!Desired Settlement: Since I had to compensate my tenant for five days without heat in December 2013, I expect ATR to refund $184 of their charge of $530 for the job. I had made arrangements with the ATR office manager to get the job done on time and when the technician was turned around that was totally unacceptable. By the time of the scheduled appointment my tenants had been without heat for three days already and two more were unnecessarily added specifically because of ATR's unethical business practice. I am only requesting refund of the two days that heat could and should have been restored. I accept responsibility for the original three days that it took to get repairs scheduled.

Business

Response:

Date: Wed, Aug 13, 2014 at 2:15 PM

Subject: ATR General Services _business ID [redacted]_complaint #[redacted]

To: [redacted] <[redacted]>

To Whom It May Concern

In response to customer complaint #[redacted]

ATR General Services expresses their apologies to the customer. We would like for the customer to understand that the policy of our company of pre-paying none covers or CODs is to avoid any confrontations between the technicians and the clients. Also, for security and safety reasons, we do not accept cash payments for the amounts higher than $150.

ATR has learnt from this call and has implemented extra training on how to handle this kind of situations. I hope the customer can understand and really accept our apologies.

Best,

ATR

Review: ATR General services charged me $80 per pound for refrigerant R-410A. This product can be purchased on line or from suppliers for not more than $6.00 per pound. The mark-up on this product is more than 13 times the purchase price. The price of $80 per pound is outrageous and unreasonable. For example [redacted]s Water and Air Equipment Company, ###-###-####, price is $5.12 per pound and shipping is free. [redacted] has it for sale, factory sealed, for $5.20 per pound. [redacted] has the refrigerant for $4.20 per pound.Desired Settlement: The refrigerant is over priced by ATR General Services, I would be willing to settle for my R-410A refrigerant situation for $25/pound,$100.00 total. My unit needed 4 pounds. $40 of was paid by my warranty company and I picked up the balance of $280. If my settlement request is accepted, ATR owes me $280-$60 = $220.00.

Consumer

Response:

From: <[redacted]>

Date: Wed, Oct 9, 2013 at 1:28 PM

Subject: Complaint #[redacted]

To: [email protected]

Cc: [email protected]

On August 24, 2013 I filed complaint #[redacted] against ATR Corporation, a member of the Revdex.com. I have resolved the issue with ATR Corporation and request my complaint be withdrawn. Thank you [redacted]###-###-####