On 11/17/14 [redacted] called our office advised he wanted to cancel his club membership he was not satisfied with the diagnosis he received by our certified technician on 11/13/14. Mr. [redacted] was advised he received the clean and check on his furnace and air conditioner under...
this service plan that he signed up for on 5/8/14. Mr. [redacted] requested to speak with a manager he was advised a manger would call him back. [redacted] an Atlas Butler field manager called Mr. [redacted] advised him we could not refund the service plan he already received the maintenance under this plan. He offered to come back to Mr. [redacted]s home to re-check his system at no charge Mr. [redacted] declined. I have attached the invoices from both visits. Mr. [redacted] did not pay in full for the service plan he is scheduled on monthly withdrawals of $18.25 his contract will end 4/30/15. He also received $110 is discounts under this membership.
Atlas Butler provided the services requested by Mr. [redacted] he approved the repairs but declined replacing the filters as recommended by our certified technician. Mr. [redacted] stated they were to expensive, he did agree on the 2nd service call to replace the filters. It was made very clear to Mr....
[redacted] what the charges were for the service call and parts. I have attached the invoices for 3/2, 3/6 and 3/11. Atlas Butler only charged him on the initial call. Please feel free to contact me with any further questions or concerns.
In response to your recent letter concerning my complaint: I have made numerous calls to Atlas Butler no one called back. I was Finally connected to Mr. (not legible) office, left a voicemail. Nothing. I called again an employee whose name is Jo saying she is an administrative asst. to Mr. S[redacted] finally called me. Left a message to call her. I did. She didn't answer no voicemail! I called the office and they located her. She suggested sending out another tech to be sure if my coil was leaking I asked for the tech who installed my coil in 2016 He said I had a tiny hole He reported his finding shortly before Christmas I was then called by Rose who said they would send someone out to measure my furnace etc. I thought maybe they were going to fix it . He came out Thurs after Christmas and did that then he sat down at my table did some drawings it and handed me the enclosed paper!! He was from sales! I was horrified I have low income and am still paying on the 1st coil! When I informed him I could;d not afford it he left! I have tried to speak to Mr. S[redacted] but learned he has a hearing problem so I don't know what was told to him if anything! I believe this was a deliberate attempt to sell me a new furnace!! That's what they have done I cant believe a co. could be so cruel! I am 88 Years old partially blind I am now using emergency heat! This is unbelievable. In all stops with owner, If you could ever reach him. This co. Should not be allowed to do this, but they will I am sure (lot legible) that. Have you had any reply from they? I would like to know. Thanks [redacted]My furnace is 10 yrs old. He said it was probably finished here is his name Mark D[redacted] Atlas Butler
[redacted] Regards,[redacted]
I am rejecting this response because:1) AB inspector mislead me to replace my furnace. He did not do sufficient inspection to confirm if there is any gas leaking before shutting down my furnace. His action forced me to replace the furnace. Because the exchanger from my furnace looked in great condition(see attached photo), I highly doubt he is intentionally mislead me to make money.2) I filled the exchanger with water after the furnace was replaced and discarded. An AB representative took out the exchanger and took it back for inspection. I did not destroy the furnace in the first place. Here AB is misleading the issue again.
Regards,
[redacted]
Atlas butler’s certified technician [redacted] performed a clean
and check on 4/09/15 at Ms. [redacted]’s
residence on her air conditioner during the cleaning he has to run the furnace
to heat the space before to cycle the air conditioner. He found the furnace tripping out on limit
code...
33 he then recommended to Ms. [redacted] that he needed to complete a
diagnoses on the furnace. Ms. [redacted] agreed to the diagnostic. Atlas Butler’s
certified technician found the trap
clogged he cleared at no charge. He also noticed a secondary heat exchanger
with evidence of blockage with heavy rust at the connections point in form of
the furnace. Our certified technician recommended her replacing the furnace due
to cost of repairs. On 4/20/15 Ms. [redacted] called our office advising she
wanted the maintenance agreement canceled as she purchased equipment from
another company. Ms. [redacted] was advise she had an unpaid balance of $179.55
the remainder owed on her maintenance contract for work that was completed
under her contract. Ms. [redacted] called back on 4/29/15 claims she had another
company come out to diagnose her system and she feels we misdiagnosed her
system. We made several attempts to call
Ms. [redacted]. Ms. [redacted] called our office on 4/30/15 left a voice mail that
she feels she was taken advance of and does not feel she should have to pay.
Atlas Butler Residential Field Manger [redacted] made multiple attempt s to
reach Ms. [redacted] by phone. On 5/4/15 at 8:47am Mr. [redacted] was successful in
reaching Ms. [redacted] to address her
concerns offered to come out to her home at her convenience she agreed to
5/10/15 at 10:00am. Mr. [redacted] explained to Ms. [redacted] he wanted to complete a
through diagnostic on her furnace and review the findings with her to ensure
the equipment was safe and to address any questions or concerns. Atlas Butler’s
technician are trained to look for any issues to ensure the safety of our
clients. On 5/4/15 at 9:58am Ms. [redacted]
called our Customer Service Department to cancel her appointment claims she
will have someone else take the picture. I have attached the invoices, also our calls are recorded I can send them upon request. Atlas
Butler takes pride in the services we provided to our clients which has allowed
us to be in business for 94 years.
Respectfully,
[redacted]
Residential Customer Service Manager
Atlas Butler Heating and Cooling
Mr. [redacted] was contacted by Jeff S[redacted] this matter has been resolved. Please feel free to contact me at ###-###-#### with any further questions or concerns regarding this matter. Respectfully,Mary L. J[redacted]
Atlas Butler’s Residential Field Manager Lee M[redacted] contract [redacted] regarding her concerns on 9/29/16. He offered to personally come out at no charge to confirm the condition of the heat exchanger and she refused to have us come back. She also said that the other company did not inspect the unit...
with a camera. They ran a co test with an analyzer. We did this as well and came up with the same result negative. However upon further inspection with a camera the tech found a crack in the fire box and based upon the the American Gas Association. Guidelines the furnace should be took out of operations. Even if it is not putting out CO. But the other company never looked at that. Atlas Butler’s offer still stands we will have our Residential Field Manager Lee M[redacted] return to re-inspect furnace at no charge. I have also attached the invoice with the readings from the technicians visits on 09/27/16. Respectfully,Mary L. J[redacted]Atlas Butler Heating and CoolingMain: 1-800-FURNACE (387-6223)Direct: ###-###-####[redacted]
I was called, after three weeks of no answer and leaving multiple messages. It took me threatening to file a complaint with the Revdex.com to get a response of any kind.
Only then was I offered a refund. ZERO apology. Mary J was
unbelievably rude on the phone. I have attempted to leave my feedback
on their facebook and other social media feeds but they have chosen to
delete my honest and professional comments about their practices. Not
only that, but they have revoked my rights to even make other consumers
aware of their shady business practices and rude customer service. I
deserve to be heard on their facebook page and whatever outlets they
choose to allow customers to leave feedback. I was in no way rude,
profane or improper and they still chose to delete my feedback and hide
the truth. I want the ability to leave my comments on their page, and I
want an apology issued in writing for the rude and disrespectful way I
was treated by multiple people in their organization, and I want it also
made publicly on their Facebook page.
Regards,
[redacted]
On 11/16/16 Atlas Butler's certified technician Mike G[redacted] completed a precision tune up on the furnace a benefit of our maintenance contract in which Mr. [redacted] is a club member. After completing the maintenance the Mike G[redacted] cycled the unit and checked the operation of the unit finding 3 cracks in...
the heat exchanger he then turned of the gas and electricity to the system for the customers safety. He also recommended replacing the 13 year old system and scheduled a comfort advisor to come out at no charge to discuss replacement options. On 11/17/16 Mr. [redacted] contacted our office advising he went with another company to replace his furnace and wanted to show us that the heat exchanger looked new he could not see any cracks. Atlas Butler's Residential Field Manager Brian H[redacted] went to Mr. [redacted]'s residence at this time the furnace had been replaced and the 13 year old furnace was in laying in the driveway filled with water and disassembled. Mr. [redacted] admitted that he filled the furnace with water and for a few after hours which is what caused the furnace no longer operate. Mr. H[redacted] advised Mr. [redacted] he would take the heat exchanger back to our office to evaluate. Mr. H[redacted] contacted Mr. [redacted] to advise there was no cracks in the heat exchanger what the technician had seen was a black line that appeared to him to be crack. Mr. H[redacted] offered a free year of the maintenance contract a cost of $239.40 for the misdiagnoses of the heat exchanger. Atlas Butler's technician may have misdiagnosed the heat exchanger but Mr. [redacted] caused the damage to his furnace by adding water.Respectfully,Mary L. J[redacted]Atlas Butler Heating and Cooling
I did not sign up by phone before tech came to house. It was only after he did repairs and told me the price that they sold me the elite deal to lower price since I could not afford the amount they charged. I was not told of price before he did the repairs or I would have said to not complete repairs. They refuse to give me a detailed invoice of what all is involved in that charge.I feel this is scamming and willing to take this as far as I need to since after 3 days the unit is no longer working. And I will have to call another company out to fix unit.
I have attached the recorded conversation with Mr. [redacted], [redacted] Atlas Butler Residential Field Manager and myself. [redacted] advised Mr. [redacted] of our 2 year money back guarantee satisfaction offered to send out our install team to remove the equipment and refund his money....
Mr. [redacted] said nothing is wrong with the furnace he is just not happy wants to keep the equipment and get his money back. Mr. [redacted] explained to him that is not how it works if he keeps the equipment we cannot refund. Mr. [redacted] said he will check with his attorney to determine if he has any recourse. I have also attached the invoices with Mr. [redacted]'s signature approving the installation of HWT and he financed through [redacted] for the furnace and air conditioner.
I am rejecting this response because the business hasn't addressed my concern. I don't disagree with what they are saying, in fact it confirms my statement. They charged for a full year but as they stated they cancelled the service on the 7th month and according the contract the first month was free. Therefore, the amount owed should be $119.70 not the overstated amount. Additionally, as they indicated they illegally charged interest fees which is not outlined in the contract and therefore they are not able to charge interest.Additionally, as they stated, they haven't performed the service they are charging me for.They either need to revised the bill to $119.70 and provide the services contractually obligated to, or they need to issue a credit for the work not performed.Regards,[redacted]
Mr. [redacted]’s
furnace at [redacted] was
installed on 11/09/11 it
carried a 1 year labor warranty. The manufacturer recommends regular
maintenance as anything that is mechanical requires regular
maintenance. I have copied the technicians notes below from the
invoices on 11/11/2015, 12/28/2015, 1/13/16 and 1/15/16. Atlas Butler's
Residential Field Manager Lee M[redacted] has also explained to Mr. [redacted] the
importance of regular maintenance as the warranty on the
equipment covers mechanical not dirt.
[Tech #[redacted] A[redacted] - MATT Service Date: 11/11/2015]]Diagnostic...found weak flame sensor (.4ma). Cleaned flame sensor, tested at 2.4ma after cleaning. As a courtesy, did not charge for flame sensor cleaning. Blower motor and inducer motor amps good, capacitor 7.1, rated 7.5. HSI good. Filter good. Cycled unit several times with no faults, cleared fault memory. Unit is working at this time. Client refused to give payment over phone, would still like team leader call. Owner stated that he cleaned flame sensor last week. I explained how it should be cleaned. Also advised that because furnace is beside dryer, things like this tend to happen quicker than a standard installation...furnace has a lot of dust and dryer lint inside. Last visit for maintenance was 1/29/2014. Thank you!![[Tech #[redacted] A[redacted] - MATT Service Date: 12/28/2015]]Diagnostic...upon arrival, unit was turned off at thermostat. Checked error codes...all codes 7flashes, ignition lockout due to retries. Turned on heat, flames only on for 2-3seconds...tested flame sensor at .6ma. Cleaned flame sensor and retested at 2.4ma for entire cycle. Cycled several times, flame current 2.4, no fluctuation. Gas pressure 3.4"wc. Unit has good ground from furnace back to breaker box. Cycled two more times with no faults. Unit is working at this time. furnace is in utility room with washer and dryer. Burners have a lot of dust and lint in them, could be causing flame sensor to fail. Blew out burners the best I could without owner approval for charged repair. Strongly recommend joining deluxe membership for annual cleaning and tune up, as this will continue to happen. Thank you!![redacted]unable to reach owner by phone, no voicemail[[Tech #[redacted] A[redacted] - JUSTIN Service Date: 01/13/2016]]Furnace working on arrival, 78° in house, set to 82°. Furnace has been working intermittently, client has to reset power when unit goes off on ignition failure. Found flame sensor dirty and reading weak, tested new flame sensor in unit, circuit board did not recognize sensor. Tenants said they have had multiple power outages and surges in the last two months, likely causing damage to circuit board. Recommended to owner to replace board and flame sensor, client declined at this time, wants to talk to team lead tomorrow. Client refused to pay diagnostic until he speaks with team lead. Cycled furnace, furnace is operating at this time but needs attention. [[Tech #[redacted] A[redacted] - JUSTIN Service Date: 01/15/2016]]Installed new control board and flame sensor under parts warranty. Cycled unit multiple times, unit operating at this time. Unable to process cc through merchant express. Cc to be ran for $648 to cover 2 previous diagnostic fees per Lee M[redacted].
Please see answers to [redacted]'s questions and concerns. Atlas Butler's Residential Filed Manager Lee M[redacted] has tried to reach Mr. [redacted] via phone to address his concerns. 1) In the back of the manual you received with your new equipment it states a 10 year parts warranty and a 1 year replacement warranty. The manufacturer is [redacted] part #[redacted].2) Yes, the same part was installed. The manufacturer's warranty paid for the part and Mr. [redacted] was charged for labor and supplies.3) The Class Action Lawsuit is for copper Evaporator Coil and copper Condenser Coil(indoor coil) Mr. [redacted] had a microchannel coil. I have attached the paperwork on the Class Action Lawsuit.
Atlas Butler has agreed to cancel the 3 maintenance contracts with no further charges effective 8/8/17. I have called [redacted] and left a detailed voice mail advising this 3 maintenances contracts were canceled effective today with no further charges. I also provided my contact information in the...
On 10/24/16 at 12:42pm Ms. [redacted] contacted Atlas Butler regarding her furnace that was not working an appointment was scheduled between 3:00-5:00Pm. The customer service representative advised Ms. [redacted] there would be an $89 service fee to diagnose the furnace. This was Atlas Butlers 1st...
visit to her residence at 2507 Snow Tip Lane Grove City, Ohio 43123. Upon arrival Atlas Butler’s certified technician Matt S[redacted]n found the furnace not working. The pressure switches opening intermittently, inducer motor dropping pressure causing pressure switches to open. He recommended replacing the inducer motor which had a manufactures warranty the pressure switches were replaced at no charge as value added item. Ms. [redacted] was advised of the charges prior to any work being completed I have also attached the signed invoice giving Atlas Butler authorization to complete the repairs. Ms. [redacted] advised our technician that she was on a fixed income did not have the money to pay for the repairs. Atlas Butler’s technician advised her of the option to finance and she agreed. Ms. [redacted] completed and signed the [redacted] loan application on her own. The inducer motor and pressure switches have a 1 year warranty with Atlas Butler. On 10/25/16 Ms. [redacted] contacted Atlas Butler upset feels she was overcharged for labor requested to speak with a manager. Atlas Butler’s Residential Manager Brian H[redacted] contacted MS. [redacted] advised provided her with a breakdown of charges including $89 dianotic fee and the fact that the technician also replaced the pressure switches at no charge and the inducer motor that was under manufactures warranty will now carry a 1 year parts warranty with Atlas Butler. Atlas Butler will not refund any portion of the charges the client gave prior authorization before any repairs were completed.
I'm sending you the information you requested. find enclosed: copy of service agreement from Atlas Butler Heating & Cooling.Note* All of this info was forwarded to the Attorney Generals Office also. I have underlined part of agreement that matters most.My main point is ....Atlas Butler.... instead of repairing my old furnace installed a new one. I just had to take their word for it that the old one was beyond repair. "the old furnace was working fine I just wanted to tune it up in December after tech supposedly turned it up - it broke tech should have noticed if something was so wrong - but opted to sell me repair guarantee - now I want them to honor it.Thanks,*. [redacted]
The damage to the heat exchanger was caused by Mr. [redacted] running water into the heat exchanger for hours. I would like to ask Mr. [redacted] why did he have another company replace the furnace if there was nothing wrong with it? Atlas Butler stands firm on their decision this was damage caused by the customer running water through the heat exchanger no refund nor compensation will be issued. Respectfully,Mary L. J[redacted]Atlas Butler Heating and Cooling
On 1/31/2018 at 8:12am [redacted] called Atlas Butler regarding her non-working furnace. Atlas Butler’s Nate certified technician Richard A[redacted] arrived at [redacted] Road, Columbus, OH 43228 at 9:55am he diagnosed the PSI switches and gas valve needed replaced. Mrs. [redacted]...
declined repairs due to insufficient funds this week . On 02/3/2018 at 8:00am technician Richard A[redacted] returned to [redacted] Road, Columbus, OH 43228 he installed gas valve, psi switch and filter drop per Mrs. [redacted] authorized replacement and paid $451 with her Visa card the furnace was working upon Richard’s departure. On 2/3/2018 at Mrs. [redacted] called Atlas Butler her furnace was not working technician Richard A[redacted] returned to [redacted] Road, Columbus, OH 43228 4:22pm he advised client and her husband that the inducer motor needed replaced. Mr. [redacted] authorized replacement of the Inducer motor he was advised prior to the install of the $713.00 cost to replace. After technician Richard A[redacted] completed the replacement of the inducer motor Mr. [redacted] advised they did not have the cash on hand Atlas Butler would need to bill him. Atlas Butler’s Residential department is COD but at this point Richard had already installed the inducer motor. On 2/5/2018 [redacted] called Atlas Butler requested to have her Elite Comfort Club canceled. The request was emailed to me the Residential Club member Manager I emailed the following to [redacted]@yahoo.com- We received your request to cancel your Elite Comfort Club that renewed 02/1/2018, Under the current agreement the diagnostic of $89 was waved on 1/31/2018, 02/03/18 you received $197 in discounts on the install of the gas valve, PSI switch and filter drop , plus $395 in discounts to install inducer motor and filters that were delivered 02/05/2018 a value of $83.00. The services and discounts exceed the $399 annual cost of the Elite Comfort Club. You have 2 options we can cancel today and we will invoice you $399 or continue with the monthly deductions of $32.95 until 01/31/2019. You also have an unpaid invoice #[redacted] for $713.00 . I have attached the invoices and terms and conditions of the agreement. Please advise how you wish to proceed. Mrs. [redacted] called Atlas Butler again requested to speak with a manager she was contracted by Atlas Butler’s Customer Service Manager William C[redacted] who advised her the repairs were pre-authorized and the terms and conditions of the Elite Comfort Club Mrs. [redacted] requested to cancel her membership she was advised of the charges she advised Mr. C[redacted] she would not pay. I have attached all invoices along with the terms and conditions of the Elite Comfort Club.
On 6/5/17 at 3:15pm [redacted] contacted Atlas Butler regarding his 15 year old air conditioner not working. [redacted] was advised when scheduling the diagnostic fee/trip charge is $89.00 Atlas Butler certified technician Tanner S[redacted] arrived at [redacted] at 4:27pm on 6/5/17 . I have...
attached the invoice showing the diagnostic completed by Tanner showed a bad dual capacitor- fan motor has tension when pushed quoted 517.00 for new dual cap but explained the potential issue with the fan motor. Also quoted 1108.00 for motor and capacitor. Mr. [redacted] declined repairs requested to speak with a comfort advisor on 06/06/17 at 12:30pm the air conditioner was not running upon departure. Mr. [redacted] stated the other company that he had complete the repairs replaced the capacitor. Atlas Butler’s technician diagnosed the issue correctly also advising the client of potential issues with the fan motor. Atlas Butler will not refund the diagnostic was completed. Respectfully,Mary L. J[redacted]
On 11/17/14 [redacted] called our office advised he wanted to cancel his club membership he was not satisfied with the diagnosis he received by our certified technician on 11/13/14. Mr. [redacted] was advised he received the clean and check on his furnace and air conditioner under...
this service plan that he signed up for on 5/8/14. Mr. [redacted] requested to speak with a manager he was advised a manger would call him back. [redacted] an Atlas Butler field manager called Mr. [redacted] advised him we could not refund the service plan he already received the maintenance under this plan. He offered to come back to Mr. [redacted]s home to re-check his system at no charge Mr. [redacted] declined. I have attached the invoices from both visits. Mr. [redacted] did not pay in full for the service plan he is scheduled on monthly withdrawals of $18.25 his contract will end 4/30/15. He also received $110 is discounts under this membership.
Atlas Butler provided the services requested by Mr. [redacted] he approved the repairs but declined replacing the filters as recommended by our certified technician. Mr. [redacted] stated they were to expensive, he did agree on the 2nd service call to replace the filters. It was made very clear to Mr....
[redacted] what the charges were for the service call and parts. I have attached the invoices for 3/2, 3/6 and 3/11. Atlas Butler only charged him on the initial call. Please feel free to contact me with any further questions or concerns.
In response to your recent letter concerning my complaint: I have made numerous calls to Atlas Butler no one called back. I was Finally connected to Mr. (not legible) office, left a voicemail. Nothing. I called again an employee whose name is Jo saying she is an administrative asst. to Mr. S[redacted] finally called me. Left a message to call her. I did. She didn't answer no voicemail! I called the office and they located her. She suggested sending out another tech to be sure if my coil was leaking I asked for the tech who installed my coil in 2016 He said I had a tiny hole He reported his finding shortly before Christmas I was then called by Rose who said they would send someone out to measure my furnace etc. I thought maybe they were going to fix it . He came out Thurs after Christmas and did that then he sat down at my table did some drawings it and handed me the enclosed paper!! He was from sales! I was horrified I have low income and am still paying on the 1st coil! When I informed him I could;d not afford it he left! I have tried to speak to Mr. S[redacted] but learned he has a hearing problem so I don't know what was told to him if anything! I believe this was a deliberate attempt to sell me a new furnace!! That's what they have done I cant believe a co. could be so cruel! I am 88 Years old partially blind I am now using emergency heat! This is unbelievable. In all stops with owner, If you could ever reach him. This co. Should not be allowed to do this, but they will I am sure (lot legible) that. Have you had any reply from they? I would like to know. Thanks [redacted]My furnace is 10 yrs old. He said it was probably finished here is his name Mark D[redacted] Atlas Butler
[redacted] Regards,[redacted]
I am rejecting this response because:1) AB inspector mislead me to replace my furnace. He did not do sufficient inspection to confirm if there is any gas leaking before shutting down my furnace. His action forced me to replace the furnace. Because the exchanger from my furnace looked in great condition(see attached photo), I highly doubt he is intentionally mislead me to make money.2) I filled the exchanger with water after the furnace was replaced and discarded. An AB representative took out the exchanger and took it back for inspection. I did not destroy the furnace in the first place. Here AB is misleading the issue again.
Regards,
[redacted]
Atlas butler’s certified technician [redacted] performed a clean
and check on 4/09/15 at Ms. [redacted]’s
residence on her air conditioner during the cleaning he has to run the furnace
to heat the space before to cycle the air conditioner. He found the furnace tripping out on limit
code...
33 he then recommended to Ms. [redacted] that he needed to complete a
diagnoses on the furnace. Ms. [redacted] agreed to the diagnostic. Atlas Butler’s
certified technician found the trap
clogged he cleared at no charge. He also noticed a secondary heat exchanger
with evidence of blockage with heavy rust at the connections point in form of
the furnace. Our certified technician recommended her replacing the furnace due
to cost of repairs. On 4/20/15 Ms. [redacted] called our office advising she
wanted the maintenance agreement canceled as she purchased equipment from
another company. Ms. [redacted] was advise she had an unpaid balance of $179.55
the remainder owed on her maintenance contract for work that was completed
under her contract. Ms. [redacted] called back on 4/29/15 claims she had another
company come out to diagnose her system and she feels we misdiagnosed her
system. We made several attempts to call
Ms. [redacted]. Ms. [redacted] called our office on 4/30/15 left a voice mail that
she feels she was taken advance of and does not feel she should have to pay.
Atlas Butler Residential Field Manger [redacted] made multiple attempt s to
reach Ms. [redacted] by phone. On 5/4/15 at 8:47am Mr. [redacted] was successful in
reaching Ms. [redacted] to address her
concerns offered to come out to her home at her convenience she agreed to
5/10/15 at 10:00am. Mr. [redacted] explained to Ms. [redacted] he wanted to complete a
through diagnostic on her furnace and review the findings with her to ensure
the equipment was safe and to address any questions or concerns. Atlas Butler’s
technician are trained to look for any issues to ensure the safety of our
clients. On 5/4/15 at 9:58am Ms. [redacted]
called our Customer Service Department to cancel her appointment claims she
will have someone else take the picture. I have attached the invoices, also our calls are recorded I can send them upon request. Atlas
Butler takes pride in the services we provided to our clients which has allowed
us to be in business for 94 years.
Respectfully,
[redacted]
Residential Customer Service Manager
Atlas Butler Heating and Cooling
Mr. [redacted] was contacted by Jeff S[redacted] this matter has been resolved. Please feel free to contact me at ###-###-#### with any further questions or concerns regarding this matter. Respectfully,Mary L. J[redacted]
Atlas Butler’s Residential Field Manager Lee M[redacted] contract [redacted] regarding her concerns on 9/29/16. He offered to personally come out at no charge to confirm the condition of the heat exchanger and she refused to have us come back. She also said that the other company did not inspect the unit...
with a camera. They ran a co test with an analyzer. We did this as well and came up with the same result negative. However upon further inspection with a camera the tech found a crack in the fire box and based upon the the American Gas Association. Guidelines the furnace should be took out of operations. Even if it is not putting out CO. But the other company never looked at that. Atlas Butler’s offer still stands we will have our Residential Field Manager Lee M[redacted] return to re-inspect furnace at no charge. I have also attached the invoice with the readings from the technicians visits on 09/27/16. Respectfully,Mary L. J[redacted]Atlas Butler Heating and CoolingMain: 1-800-FURNACE (387-6223)Direct: ###-###-####[redacted]
I was called, after three weeks of no answer and leaving multiple messages. It took me threatening to file a complaint with the Revdex.com to get a response of any kind.
Only then was I offered a refund. ZERO apology. Mary J was
unbelievably rude on the phone. I have attempted to leave my feedback
on their facebook and other social media feeds but they have chosen to
delete my honest and professional comments about their practices. Not
only that, but they have revoked my rights to even make other consumers
aware of their shady business practices and rude customer service. I
deserve to be heard on their facebook page and whatever outlets they
choose to allow customers to leave feedback. I was in no way rude,
profane or improper and they still chose to delete my feedback and hide
the truth. I want the ability to leave my comments on their page, and I
want an apology issued in writing for the rude and disrespectful way I
was treated by multiple people in their organization, and I want it also
made publicly on their Facebook page.
Regards,
[redacted]
On 11/16/16 Atlas Butler's certified technician Mike G[redacted] completed a precision tune up on the furnace a benefit of our maintenance contract in which Mr. [redacted] is a club member. After completing the maintenance the Mike G[redacted] cycled the unit and checked the operation of the unit finding 3 cracks in...
the heat exchanger he then turned of the gas and electricity to the system for the customers safety. He also recommended replacing the 13 year old system and scheduled a comfort advisor to come out at no charge to discuss replacement options. On 11/17/16 Mr. [redacted] contacted our office advising he went with another company to replace his furnace and wanted to show us that the heat exchanger looked new he could not see any cracks. Atlas Butler's Residential Field Manager Brian H[redacted] went to Mr. [redacted]'s residence at this time the furnace had been replaced and the 13 year old furnace was in laying in the driveway filled with water and disassembled. Mr. [redacted] admitted that he filled the furnace with water and for a few after hours which is what caused the furnace no longer operate. Mr. H[redacted] advised Mr. [redacted] he would take the heat exchanger back to our office to evaluate. Mr. H[redacted] contacted Mr. [redacted] to advise there was no cracks in the heat exchanger what the technician had seen was a black line that appeared to him to be crack. Mr. H[redacted] offered a free year of the maintenance contract a cost of $239.40 for the misdiagnoses of the heat exchanger. Atlas Butler's technician may have misdiagnosed the heat exchanger but Mr. [redacted] caused the damage to his furnace by adding water.Respectfully,Mary L. J[redacted]Atlas Butler Heating and Cooling
I did not sign up by phone before tech came to house. It was only after he did repairs and told me the price that they sold me the elite deal to lower price since I could not afford the amount they charged. I was not told of price before he did the repairs or I would have said to not complete repairs. They refuse to give me a detailed invoice of what all is involved in that charge.I feel this is scamming and willing to take this as far as I need to since after 3 days the unit is no longer working. And I will have to call another company out to fix unit.
I have attached the recorded conversation with Mr. [redacted], [redacted] Atlas Butler Residential Field Manager and myself. [redacted] advised Mr. [redacted] of our 2 year money back guarantee satisfaction offered to send out our install team to remove the equipment and refund his money....
Mr. [redacted] said nothing is wrong with the furnace he is just not happy wants to keep the equipment and get his money back. Mr. [redacted] explained to him that is not how it works if he keeps the equipment we cannot refund. Mr. [redacted] said he will check with his attorney to determine if he has any recourse. I have also attached the invoices with Mr. [redacted]'s signature approving the installation of HWT and he financed through [redacted] for the furnace and air conditioner.
I am rejecting this response because the business hasn't addressed my concern. I don't disagree with what they are saying, in fact it confirms my statement. They charged for a full year but as they stated they cancelled the service on the 7th month and according the contract the first month was free. Therefore, the amount owed should be $119.70 not the overstated amount. Additionally, as they indicated they illegally charged interest fees which is not outlined in the contract and therefore they are not able to charge interest.Additionally, as they stated, they haven't performed the service they are charging me for.They either need to revised the bill to $119.70 and provide the services contractually obligated to, or they need to issue a credit for the work not performed.Regards,[redacted]
Mr. [redacted]’s
furnace at [redacted] was
installed on 11/09/11 it
carried a 1 year labor warranty. The manufacturer recommends regular
maintenance as anything that is mechanical requires regular
maintenance. I have copied the technicians notes below from the
invoices on 11/11/2015, 12/28/2015, 1/13/16 and 1/15/16. Atlas Butler's
Residential Field Manager Lee M[redacted] has also explained to Mr. [redacted] the
importance of regular maintenance as the warranty on the
equipment covers mechanical not dirt.
[Tech #[redacted] A[redacted] - MATT Service Date: 11/11/2015]]Diagnostic...found weak flame sensor (.4ma). Cleaned flame sensor, tested at 2.4ma after cleaning. As a courtesy, did not charge for flame sensor cleaning. Blower motor and inducer motor amps good, capacitor 7.1, rated 7.5. HSI good. Filter good. Cycled unit several times with no faults, cleared fault memory. Unit is working at this time. Client refused to give payment over phone, would still like team leader call. Owner stated that he cleaned flame sensor last week. I explained how it should be cleaned. Also advised that because furnace is beside dryer, things like this tend to happen quicker than a standard installation...furnace has a lot of dust and dryer lint inside. Last visit for maintenance was 1/29/2014. Thank you!![[Tech #[redacted] A[redacted] - MATT Service Date: 12/28/2015]]Diagnostic...upon arrival, unit was turned off at thermostat. Checked error codes...all codes 7flashes, ignition lockout due to retries. Turned on heat, flames only on for 2-3seconds...tested flame sensor at .6ma. Cleaned flame sensor and retested at 2.4ma for entire cycle. Cycled several times, flame current 2.4, no fluctuation. Gas pressure 3.4"wc. Unit has good ground from furnace back to breaker box. Cycled two more times with no faults. Unit is working at this time. furnace is in utility room with washer and dryer. Burners have a lot of dust and lint in them, could be causing flame sensor to fail. Blew out burners the best I could without owner approval for charged repair. Strongly recommend joining deluxe membership for annual cleaning and tune up, as this will continue to happen. Thank you!![redacted]unable to reach owner by phone, no voicemail[[Tech #[redacted] A[redacted] - JUSTIN Service Date: 01/13/2016]]Furnace working on arrival, 78° in house, set to 82°. Furnace has been working intermittently, client has to reset power when unit goes off on ignition failure. Found flame sensor dirty and reading weak, tested new flame sensor in unit, circuit board did not recognize sensor. Tenants said they have had multiple power outages and surges in the last two months, likely causing damage to circuit board. Recommended to owner to replace board and flame sensor, client declined at this time, wants to talk to team lead tomorrow. Client refused to pay diagnostic until he speaks with team lead. Cycled furnace, furnace is operating at this time but needs attention. [[Tech #[redacted] A[redacted] - JUSTIN Service Date: 01/15/2016]]Installed new control board and flame sensor under parts warranty. Cycled unit multiple times, unit operating at this time. Unable to process cc through merchant express. Cc to be ran for $648 to cover 2 previous diagnostic fees per Lee M[redacted].
Please see answers to [redacted]'s questions and concerns. Atlas Butler's Residential Filed Manager Lee M[redacted] has tried to reach Mr. [redacted] via phone to address his concerns. 1) In the back of the manual you received with your new equipment it states a 10 year parts warranty and a 1 year replacement warranty. The manufacturer is [redacted] part #[redacted].2) Yes, the same part was installed. The manufacturer's warranty paid for the part and Mr. [redacted] was charged for labor and supplies.3) The Class Action Lawsuit is for copper Evaporator Coil and copper Condenser Coil(indoor coil) Mr. [redacted] had a microchannel coil. I have attached the paperwork on the Class Action Lawsuit.
Atlas Butler has agreed to cancel the 3 maintenance contracts with no further charges effective 8/8/17. I have called [redacted] and left a detailed voice mail advising this 3 maintenances contracts were canceled effective today with no further charges. I also provided my contact information in the...
event he had any questions or concerns.
On 10/24/16 at 12:42pm Ms. [redacted] contacted Atlas Butler regarding her furnace that was not working an appointment was scheduled between 3:00-5:00Pm. The customer service representative advised Ms. [redacted] there would be an $89 service fee to diagnose the furnace. This was Atlas Butlers 1st...
visit to her residence at 2507 Snow Tip Lane Grove City, Ohio 43123. Upon arrival Atlas Butler’s certified technician Matt S[redacted]n found the furnace not working. The pressure switches opening intermittently, inducer motor dropping pressure causing pressure switches to open. He recommended replacing the inducer motor which had a manufactures warranty the pressure switches were replaced at no charge as value added item. Ms. [redacted] was advised of the charges prior to any work being completed I have also attached the signed invoice giving Atlas Butler authorization to complete the repairs. Ms. [redacted] advised our technician that she was on a fixed income did not have the money to pay for the repairs. Atlas Butler’s technician advised her of the option to finance and she agreed. Ms. [redacted] completed and signed the [redacted] loan application on her own. The inducer motor and pressure switches have a 1 year warranty with Atlas Butler. On 10/25/16 Ms. [redacted] contacted Atlas Butler upset feels she was overcharged for labor requested to speak with a manager. Atlas Butler’s Residential Manager Brian H[redacted] contacted MS. [redacted] advised provided her with a breakdown of charges including $89 dianotic fee and the fact that the technician also replaced the pressure switches at no charge and the inducer motor that was under manufactures warranty will now carry a 1 year parts warranty with Atlas Butler. Atlas Butler will not refund any portion of the charges the client gave prior authorization before any repairs were completed.
I'm sending you the information you requested. find enclosed: copy of service agreement from Atlas Butler Heating & Cooling.Note* All of this info was forwarded to the Attorney Generals Office also. I have underlined part of agreement that matters most.My main point is ....Atlas Butler.... instead of repairing my old furnace installed a new one. I just had to take their word for it that the old one was beyond repair. "the old furnace was working fine I just wanted to tune it up in December after tech supposedly turned it up - it broke tech should have noticed if something was so wrong - but opted to sell me repair guarantee - now I want them to honor it.Thanks,*. [redacted]
The damage to the heat exchanger was caused by Mr. [redacted] running water into the heat exchanger for hours. I would like to ask Mr. [redacted] why did he have another company replace the furnace if there was nothing wrong with it? Atlas Butler stands firm on their decision this was damage caused by the customer running water through the heat exchanger no refund nor compensation will be issued. Respectfully,Mary L. J[redacted]Atlas Butler Heating and Cooling
On 1/31/2018 at 8:12am [redacted] called Atlas Butler regarding her non-working furnace. Atlas Butler’s Nate certified technician Richard A[redacted] arrived at [redacted] Road, Columbus, OH 43228 at 9:55am he diagnosed the PSI switches and gas valve needed replaced. Mrs. [redacted]...
declined repairs due to insufficient funds this week . On 02/3/2018 at 8:00am technician Richard A[redacted] returned to [redacted] Road, Columbus, OH 43228 he installed gas valve, psi switch and filter drop per Mrs. [redacted] authorized replacement and paid $451 with her Visa card the furnace was working upon Richard’s departure. On 2/3/2018 at Mrs. [redacted] called Atlas Butler her furnace was not working technician Richard A[redacted] returned to [redacted] Road, Columbus, OH 43228 4:22pm he advised client and her husband that the inducer motor needed replaced. Mr. [redacted] authorized replacement of the Inducer motor he was advised prior to the install of the $713.00 cost to replace. After technician Richard A[redacted] completed the replacement of the inducer motor Mr. [redacted] advised they did not have the cash on hand Atlas Butler would need to bill him. Atlas Butler’s Residential department is COD but at this point Richard had already installed the inducer motor. On 2/5/2018 [redacted] called Atlas Butler requested to have her Elite Comfort Club canceled. The request was emailed to me the Residential Club member Manager I emailed the following to [redacted]@yahoo.com- We received your request to cancel your Elite Comfort Club that renewed 02/1/2018, Under the current agreement the diagnostic of $89 was waved on 1/31/2018, 02/03/18 you received $197 in discounts on the install of the gas valve, PSI switch and filter drop , plus $395 in discounts to install inducer motor and filters that were delivered 02/05/2018 a value of $83.00. The services and discounts exceed the $399 annual cost of the Elite Comfort Club. You have 2 options we can cancel today and we will invoice you $399 or continue with the monthly deductions of $32.95 until 01/31/2019. You also have an unpaid invoice #[redacted] for $713.00 . I have attached the invoices and terms and conditions of the agreement. Please advise how you wish to proceed. Mrs. [redacted] called Atlas Butler again requested to speak with a manager she was contracted by Atlas Butler’s Customer Service Manager William C[redacted] who advised her the repairs were pre-authorized and the terms and conditions of the Elite Comfort Club Mrs. [redacted] requested to cancel her membership she was advised of the charges she advised Mr. C[redacted] she would not pay. I have attached all invoices along with the terms and conditions of the Elite Comfort Club.
On 6/5/17 at 3:15pm [redacted] contacted Atlas Butler regarding his 15 year old air conditioner not working. [redacted] was advised when scheduling the diagnostic fee/trip charge is $89.00 Atlas Butler certified technician Tanner S[redacted] arrived at [redacted] at 4:27pm on 6/5/17 . I have...
attached the invoice showing the diagnostic completed by Tanner showed a bad dual capacitor- fan motor has tension when pushed quoted 517.00 for new dual cap but explained the potential issue with the fan motor. Also quoted 1108.00 for motor and capacitor. Mr. [redacted] declined repairs requested to speak with a comfort advisor on 06/06/17 at 12:30pm the air conditioner was not running upon departure. Mr. [redacted] stated the other company that he had complete the repairs replaced the capacitor. Atlas Butler’s technician diagnosed the issue correctly also advising the client of potential issues with the fan motor. Atlas Butler will not refund the diagnostic was completed. Respectfully,Mary L. J[redacted]