Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute a charge related to the service visit on January 11, 2025. The technician did not perform proper diagnostics or repair, and I was misled throughout the appointment.Key issues:1. **No Diagnostic Performed** The technician claimed the unit was "hot" and needed a part, but did not inspect the system or use any diagnostic tools.2. **Misrepresented Visit Purpose** I believed this was a repair appointment, but it was used to push a full system replacement without prior notice or clear explanation.3. **Unauthorized Service Plan Enrollment** I was enrolled in the highest-priced service plan without being informed of lower-cost options or giving informed consent.4. **Independent Confirmation** A second opinion identified a dead bird in the vent as the real issue. No replacement was needed; the system is now fully functional.5. **Missing Service Plan Info** I never received the service plan terms, and the provided email link was broken.6.**Lack of Sufficient Refund**-- I was promised a refund of the entire amount of $266.80. I was only refunded $89.00. I spoke with a manager, ******, twice who stated he would refund the entire amount due to the poor performance of **** ***** (service technician who handled my appointment) . It is now April 12th and I have yet to receive the promised refund. I request that this entire charge be removed immediately, and that you confirm in writing once this is complete.

  

  Business Response

  Date: 04/14/2025

  This was a breakdown in communication on our end. The refund is being processed today, and client should see in his account within a week or so. We apologize for the confusion. 

  Customer Answer

  Date: 04/14/2025

  
  Better Business Bureau:
  
  I accept the business's response to  resolve this complaint soon. However, if the funds are not received within the time suggested, I would like to reopen the complaint. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/2/24, I had Atlas Butler perform a furnace filter change. They changed the air filter and spoke to me about an ongoing account and said I could cancel any time. They then began billing me for an ongoing account. On 7/25/24, I notified Atlas Butler that I was selling the property and was cancelling my account. I was told that was fine and that I would no longer be charged. I received an additional invoice from Atlas Butler for 233.10 dated 8/2/24. On that day I specifically requested that Atlas Butler provide me with something I signed indicating that I was obligated to pay this amount. I received no return response. On approximately, 2/6/25, I discovered that Atlas Butler had been charging my card since my attempt to cancel without responding to my email. At that time I contacted them asking, at a minimum, that they stop charging my card, and requesting a refund. In response to my email, Atlas Butler told me that Mr. ****** called and renewed the membership, which he did not, but that "given that our memberships aren't free, it was reasonable to assume that Mr. ****** was giving Atlas Butler Permission to continue charging the card we had on file until the expiration of the agreement." I again asked to be provided the agreement that I was being charged pursuant to. Moreover, the customer service rep has made representations that all calls are recorded. When I requested these items, they again declined to respond. A business should be able to provide you with documentations as to why you owe them money. Moreover, they should not be charging your credit card under an assumption that you really meant to continue paying them. Also, they have not exceeded the amount of the invoice they sent in August, requesting $233, that they could not provide evidence for, in collecting payments under an assumption. As of today, I have not received either evidence that I owe them money or recorded calls with a customer service rep.

  

  Business Response

  Date: 02/27/2025

  On 6/26/24 Atlas Butler received a call from Mr. ****** stating that he would like to set up a bi-annual maintenance visit for his HVAC system. It was stated on the call that it is a year agreement. The comfort club was set up and the requested maintenance visit was scheduled for 6/28 and subsequently rescheduled for 7/02/24. On 7/25/2024 Atlas Butler received a call from Mr. ****** stating that he was selling the property and wanted to cancel the comfort club membership. At which time the representative stated that someone would be in touch regarding the cancellation and that she would put the request in. There was never any mention of canceling at no charge.
  

  On 7/25 AB received a call from Mr. ****** stating that he was selling the home and wanted to cancel the membership. The representative explained that the request would be sent to the accounting department and that someone would reach out to him. At no point was it stated that he can cancel at no charge. After reviewing the cancellation request on 7/29/24, it was determined that Mr. ****** had received the maintenance visit valued at $299 and only paid one month of premium ($32.95) leaving a balance of $266.05. Per our terms and conditions that I will provide a link to below, “When you request termination, there is no refund for any unused portion of the current club membership. In the event that services rendered, or discounts given exceed payments made, you agree to reimburse Atlas Butler in full prior to cancellation.” The invoice outlining the outstanding balance for canceling early was mailed to Mr. ****** on 8/1/2024. A bit of phone tag took place for a few weeks until 8/23/2024 when Mr. ****** called Atlas Butler about the invoice he received. During this call it was explained what the balance was for and that we could set the comfort club up for non-renewal since it was stated that the property was in fact being sold. Mr. ****** went on to agree and say, “since it hasn’t been canceled, you would still service the house for the remainder of the year, correct?” At which point the agent affirmed. The agent went on to explain that the membership would not renew after the year and even gave the date in which it would cancel. At the very end of the call the agent stated that she would send the matter over to accounting to ensure that the membership would not auto renew next year. It was clear at the end of that call that the membership was being reinstated and set up to not renew after the year was completed.
  

  Since all discounts were mostly covered by premium payments (save $37.40), the membership was cancelled effective 2/6/25. I am attaching the following items to support our stance:
  

  The initial phone call in which Mr. ****** requested our service contract for his home.
  

  The phone call which Mr. ****** requested to cancel the membership stating that he was selling his home and no longer needed it.
  

  The phone call(s) in which Mr. ****** had questions concerning the balance and agreed to reinstate the membership and not renew it after the first year.
  

  The service summary outlines every service the technician performed during his over one-hour visit.
  

  A link to our terms and conditions
  
  Atlas Butler Comfort Club Terms and Conditions: ******************************************************

  Customer Answer

  Date: 03/03/2025

  I am rejecting this response because: Atlas Butler still cannot provide us with a signed contract agreeing to be part of their "Care Club" that lists the terms and conditions they continue to reference and enforce.  As referenced in the first two calls, neither customer service representative could properly explain what would happen if and when I cancelled the agreement, each leading me to believe that I was done doing business with Atlas Butler as my membership was "cancelled" as per their representative.  None referenced continued billing.  Also, Atlas Butler has charged more than the $299 they invoiced me for in August, as apparently this is what they felt was appropriate.  As a final note, Atlas Butler called me after the initiation of this complaint to tell me they had finally cancelled the agreement which felt like a set up so that they would have a recording of the transaction.  At the time, they disconnected the call before I could discuss receiving written documentation or a refund for at least a portion of the billed amount.  

  Finally, Atlas Butler could not provide the call recordings until we initiated this complaint proceeding with is not good service and, for lack of a better term, incredibly shady.  Ghosting a customer when they request proof of contract is certainly not a better business.
  
  Regards,
  
  ***++ ******

  

  Business Response

  Date: 03/04/2025

  Atlas Butler performed the requested service and provided the client with the requested maintenance plan (both instances included on the provided call recordings). Our terms and conditions are listed on our website that outlines what the membership entails, how it works, and what happens if it’s canceled prior to 12 months. In addition, the latter was explained to the client via phone, as well as to his wife via email both instances coming prior to the BBB complaint. We suggested to the client's wife to bring the issue to the BBB so that a fair resolution can be reached by an uninvested third party. We have submitted a phone record of the client asking to be enrolled in the program, as well as agreeing to have it reactivated until renewal. The email that was sent to the client's wife stated that we would no longer charge the card and cancel the membership as of 2/6/25, but it was also stated that there wouldn’t be a refund issued because of the service that was rendered. After many phone calls there has never been a mention of a technician making such remarks as the client’s furnace “blowing up” or anything of that nature and we apologize if that did occur. Our technician did mention in his service summary that there was an airflow restriction due in large part to the unit being housed in a tight crawlspace. Recommendations were made for a new set up, bu5t no mention of the system “blowing up.”  Our terms and conditions exist to protect our company from these types of scenarios, in which a client receives services and cancels shortly after and by paying us one month’s worth of premium. We cannot offer a refund given that the client requested the membership be reinstated and for it to cancel at renewal and given the amount that would have been outstanding for performing the requested maintenance. That amount was expressed verbally and in writing.  

  Customer Answer

  Date: 03/06/2025

  You did NOT perform the requested service. The service was a years worth of maintenance checks, filters changed, flushes etc, which were again not performed. The service was requested to be canceled. You're lying about labour hours. The call was made approximately 2 weeks post 'agreement' in which there is NO signed agreement for this or record thereof in which you can produce. You refused to answer multiple emails ONLY UNTIL this BBB complaint was filed. You did NOT suggest contacting the BBB in any email, Ms. ******* did. Do not lie, as you have repeatedly done. I am happy to attach any and all emails regarding.  It's in the email that you have not clearly read. Do not take credit for work/ideas/practices you have not done. Again, this is a common theme going here. As you can quote yourself in your last reply "The email that was sent to the client's wife stated that we would no longer charge the card and cancel the membership as of 2/6/25,"  .. I received another charge on my ******* *** card from Atlas Butler from 03.01.2025. Please see the attached snipit from the website. At this point your are lying and KNOWINGLY stealing. I'm not sure if it is out of spite, or probably the fact that your communication between departments is reflective of this whole process. You have blatently stolen money at this point on top of this shady practice. The technician stated that, to my face, albeit in jest, about it blowing up. You had done this before, saying my furnace 'may die' upon an initial visit in Nov or Dec of 2022 with the same technician. Scare tactics are your way, we get this. You were not there. Again, do not cherrypick and lie about what has taken place. Another technician that came out said he was 'afraid of spiders.' and would not go down into the crawlspace. For this type of work? In which you openly admitted that the 3rd technician had noted the size of the work space in your records, so why were others sent? I took time off of MY job so you could have 3 total technicians come to the place of residence only to have my time wasted. Where is my compensation for the time I spent to have someone go 'nope. dont feel like it' type disposition. Again, there is NO signed contract here. You have been repeatedly caught lying, cherry picking conversation, and now charging money after it was formally stated  you would not. There is a documented call on here of your representative calling to 'cancel' services. At 40 seconds into the 1 min and 29 sec call your representative stated that the service was 'being submitted for cancelation' and 'being sent to the accounting department' to do so. This is a call YOU submitted. On the next call, which lasts 4 minutes and 53 seconds  Your representative statement said it was canceled, starting 1 min 20 seconds she said 'it has been canceled' and she will 'make a note'. These are both affirmations that the service was canceled. Please uphold a standard. Your are not 'protecting yourself' here. You are intentionally trying to with this via attrition.

  
  Regards,
  
  *** ******

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Atlas Butler for HVAC maintenance for our home in Jul, 2023 and joined their elite membership, paying a monthly fee of $32.95 per month. We were not fully happy with them but kept them around for a year or so because they had conducted some repair and elite membership had provided us with a discount. At the end of one year, we still wanted to give them the benefit of the doubt and gave them another chance by moving to their lower priced premier membership with $23.95 monthly fee. As a part of regular maintenance, their representative showed up in early December and said we needed to replace the heat-exchanger of our furnace. I said I will think about it and get a second opinion before making a commitment. He continued to pressure me and placed a red tag on our equipment, trying to scare me to make an immediate purchase, even asking me to call my spouse home from work to discuss. When I googled the heat exchanger and red tag, I found it was a common scam played by HVAC technicians. My first instinct was to fire them right away but I did not want to react emotionally. A month later, I politely called them to cancel the monthly membership without making a fuss. Three weeks later, they called me to pay another $140 for early cancellation, which I was never told about at the time of signing the contract. Six monthly payments of $23.95 have already been paid upfront for the service call in December. First they pulled off a scam on me, then they wanted to load me with additional charges for their shoddy service. Not acceptable at all.

  

  Business Response

  Date: 02/03/2025

  NATE certified tech **** ****** was dispatched to the client's home on 12/24. Client states that he was hearing a “gurgling noise” like a “washing machine. Upon inspecting the unit, it was discovered that the secondary heat exchanger rotted out in several spots (per the service summary) and there are multiple pictures of the concern areas that I have attached. Red tagging a furnace isn’t a scare tactic, it’s strictly for liability reasons. It states that we found an issue that could become a bigger issue later and we made the client aware of it.
  

  Per our terms and conditions posted on our website (link below) “When you request termination, there is no refund for any unused portion of the current club membership. In the event that services rendered, or discounts given exceed payments made, you agree to reimburse Atlas Butler in full prior to cancellation.” In this scenario, the client has received $299 in discounts and has made 6 payments of $23.95 for a total of $143.70 leaving a balance due of $143.70. We are also open to reactivating the membership until it expires in June 2025 which would split that balance back into its $23.95 monthly installments.
  
  ******************************************************

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because: $299 in discounts Atlas Butler claims I received were for the first year of membership when we paid $32.95 per month.There have been no discounts or repairs since this year's membership started in July 2024. Needless to say that previous year's discounts cannot be applied against this year's payments. The fine print about the client being liable for the entire year's payment is exactly that: a fine print that is purposely hidden inside a contract. Only one service was provided since this year's contract started and six monthly payments of $23.95 would roughly add up to the expense for that service. The pictures that Atlas Butler attached are impossible for any layman to decipher. Four times they have been to my home during the last 18 months and every time they have recommended more than a thousand dollars of equipment purchase. There is a clear conflict of interest inherent in this service contract. While I am looking for them to find problems before they become large enough to require a big purchase, they have no interest in doing so because they make a lot more money in installing new equipment than in maintaining existing equipment. When I am not satisfied as a customer, why are they insisting on reactivating my membership?. The ethical response is to waive these charges and change their business practices to ensure that this doesn't happen again with another customer. Otherwise, it pretty obvious they are just another greedy HVAC service provider.
  
  Regards,
  ****** *******

  

  Business Response

  Date: 02/05/2025

  The membership renewed at the $23.95 rate on 7/18/2024. A maintenance visit was performed on 12/4/2024 which would have cost $299 had the membership not been active. This is the discount that was received during this contract period. Please see attached service summary. It was during this visit that our concerns were shared with the client and an unsafe item form was signed by the client indicating that he had been educated on the issues we found (also attached). This visit came after the contract renewed so it isn't connected to last year's contract by any means. Our terms and conditions are listed on our website, not as a fine print item. AB held up its end of the contract by performing the service call, we are only trying to recoup the discounts received per our terms and conditions. 

   

   

   

  Customer Answer

  Date: 02/06/2025

  I am rejecting this response because: the standard price for HVAC service call in Central Ohio is not $299 but close to $150. Atlas Butler claims that this is their standard price in order to make it attractive for customers to join their membership plan. Their terms and conditions for early termination are hidden in very fine print and you have to go looking for it to find it on their website. Despite this deception they have the audacity to suggest that I am not keeping my side of the contract. Anyone with a little bit of business sense would give up on something as measly as $140 when the real money is in repairs worth thousands of dollars. Do they really think that I am going to get any repairs done by them after this experience? 

  The choice they are providing me is to either pay $143.70 and get nothing in return or agree to pay the same amount in six installments and maybe they will provide another service. Ask them to reactivate the membership for six more months, provided they service my AC before the end of this plan in June. Needless to say, they should not renew automatically. I am grudgingly accepting this option. Count me as a very dissatisfied customer who will not hesitate to spread the word.

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

• Initial Complaint

  Date:10/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 mos since this arose. Also as long since by e-mail and from Ciri in chat on Atlas Butler [AB] website was told would hear from leadership or "someone in authority" re unnecessary charge for repair at *******************************************. On 7/8, day before sale clos. of 202, buyers in final inspect found water coming from inside HVAC unit and across basement. We in VA at ***. Cem. for internment of late relative. Contacted AB per ************ agreement ["CC"] to get sit. address to have closing on 7/9. *. *******, AB e/ee sent out, called that variable blower motor not spinning full speed, had to be replaced for near $3,000 with CC member savings, not cov. by ****. for AC sys. AB installed in 6/23 bec. furnace related. (Work order for install states heat sys. checked and use existing heat sys.) Had to give go ahead to close on 7/9. Said replace. not available, to be ordered, and install on 7/10. No install on 7/10. Several contacts with AB to keep our commit to have 7/9 closing; new motor installed on 7/11 for $2,969.82 charged to Discover Inv *******. Our realtor learned from buyers tech brought up sev. things TOTALLY unrelated to install for them to do to avoid future probs - scare and sell scheme seen in 2 of last 3 AB visits to 202. If 7/8 prob TRULY was blower prob, can't understand why an issue not discovered few mos earlier at AB install new AC and did an exam of heating sys.- and okayed it. Showed pics of 7/8 202 prob to person doing HVAC work at our new development. He said why didnt tech unplug drain where entire internal unit is designed to drain directly into floor. Had been told for years by AB put in baking soda to keep drain into the floor cleaned out and flowing into drain under unit per design. Another HVAC installer had same comment. Want explanation why was not done as simple LOT cheaper way to address 7/8 prob. *********** install charge should be refunded (less cost of unplugging drain hole as other 2 HVAC contractors said). Thank you.

  

  Business Response

  Date: 10/30/2024

  AB dispatched **** certified technician ***** ******* to diagnose system, the following quotes are pulled directly from his service summaries on 7/8/24 and 7/11/24 respectively. 
  
  "System on when seeing and calling, found coil frozen,de-iced coil, found blower motor not ramping up to correct cfm, recommend replacement, customer agreed, will order and schedule to install when motor comes in."
  

  "Installed new blower motor, cycled and blower motor ramped up good set blower speed, unit working at this time. Customer not at residence.Thank you"
  

  The system was not working properly upon arrival and was functioning correctly after we installed the new part. It seems that there's is a difference in opinion from another company. The furnace isn't under warranty with Atlas Butler, only the ac unit and the charges reflect that as the necessary part was furnace related. We performed what we deemed was necessary for the unit to function properly and we were successful. Checking the drain would not have fixed the issue because the client would have still been left with a motor that wasnt working properly. Atlas Butler has a tiered pricing system with each possible repair being assigned a level. This repair is considered a level 5 repair (listed as 5Q on the invoice) which is our highest pricing tier.AB does not charge by the hour, only by the job.

  Customer Answer

  Date: 10/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22432530
  
  I am rejecting this response because: The business merely is saying we did what we did. There is no explanation as to whether doing the drain work would have solved what was being observed for a MUCH lesser charge and seeing if the situation repeated itself regardless of how the blower motor was performing. It also says that we approved the work. As stated originally, we had no choice since we were out of town at the interment of a relative at the ********************, and we were up against it on time to have the scheduled sale closing on the home proceed. We were not given an opportunity to suggest the clean the drain alternative to see if that worked. I effectively was told either let me order and install the new blower motor or I will do nothing and leave -- do what i say or I will do nothing; I will not explore alternatives; my decision is made and I will not discuss or explore anything else. 
  Regards,
  
  ***** *******

  Customer Answer

  Date: 11/01/2024

  I would not call what happened a successful resolution. Guess I am left with telling anyone and everyone however and whenever I can about what I consider Atlas Butler's poor service and poor customer service, customer relations, unresponsiveness to and ignoring customer follow up contact about service issues and general non-customer first approach in carrying out its business..

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a contract from ** at a cost of $299.00. This would cover 2 visits per year to clean/service our HVAC system. On 10/9 AB came for their fall visit. The tech told us there was dust etc in the furnace and a part needed replaced at a cost of @$400.00. He indicated not doing the work would restrict the air flow,etc. I okd the repair. I received the invoice and photos. The dust could have been cleaned. In speaking with a manager, he indicated that the part had nothing to do with dust. He also indicated his invoice description said something different than the one I received. I said I wanted to cancel my contract . My invoice says I received a discount of ****** because of the contract. I wanted them to refund 1/2 of my contract price since they only did 1 visit. They tell me now that without the contract my visit would have been over 800 so they arent refunding anything. The supervisor did tell me he would refund 200 on the repair since I wasnt informed what work was being done ( my invoice doesnt even say it) . I have both invoices. They sent me the second one today when I told them what mine said as opposed to what theirs said. I should get 1/2 my contract price back and 200 on the repairs ( as promised). Further, the tech told my parents they didnt have to stay with him. When my dad asked to see what he was fixing, he only showed him the dust!!

  

  Business Response

  Date: 10/15/2024

  Per our terms and agreements that I will post below, AB does not refund any unused portion of membership premium. We have acknowledged the behavior of our technician and have refunded $200 for him not thoroughly explaining his process to the clients' parents. We will however agree to refund if our service manager is allowed into the home to verify and look over the technician's work. If he did a subpar job, then we will agree to refund the requested amount. 

   

   

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

  Customer Answer

  Date: 10/15/2024

  I am not sure what they are offering. They say they will refund the ****** ( which they agreed to do before I filed the complaint). What additional amount Re they offering to refund if they inspect on top of the $200.0? 

  

  Business Response

  Date: 10/24/2024

  The client requested a refund for the service contract. The 200-dollar refunded that she was promised unrelated. The only way we would consider refunding money for a service agreement is if we were permitted to send the service manager to the home to review the work of our technician. If it is determined that a subpar job was done, then we would agree to refund the money paid for the service agreement.

  Customer Answer

  Date: 11/04/2024

  [If 
  
  Complaint: 22420646
  
  I am rejecting this response because: the business previously agreed to refund the $200.the supervisor told me it would be refunded in a phone call.  We are not complaining about the quality of the work. We will allow them to inspect as long as they refund our $200.00 regardless of the quality as the quality is not the complaint. 
  

  We want 1/2 of our maintenance agreement refunded as well since they only did 1 inspection ( fall) and our agreement calls for a fall and spring inspection. When I asked for this, they said my cost would have been more than our repair ( that wasnt needed or approved) would be more than the agreement. The invoice says my discount was ******!!! They also have 2 different invoices showing what work was done. I have proof of what invoice we received and when and proof it was changed. 
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 11/05/2024

  The $200 was refunded to the client on 10/17/2024 to the credit card on file. Per our terms and agreements, AB does not refund unused portions of the comfort club. 

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

  "When you request termination, there is no refund for any unused portion of the current club membership. In the event that services rendered or discounts given exceed payments made, you agree to reimburse Atlas Butler in full prior to cancellation." 

  To compensate, we could reactivate the membership and schedule remaining services since the membership was paid for the entire year. There is still an AC cleaning on the contract that we could schedule for early spring. 

   

  Customer Answer

  Date: 11/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately two years ago, an Atlas Butler salesman recommended and installed an HVAC unit in our home. This unit was clearly undersized, and a larger unit was installed about five months ago. However, this installation faced several issues. Notably, no inspection or cleaning of the existing ducts was performed before installing the new unit, and we were not informed that duct cleaning was necessary. The installation obstructed access to the ducts, making future cleaning impossible and indicating negligence by Atlas Butler.A recent assessment by Atlas Butler technicians on 9/11 revealed that the installed HVAC unit is unsuitable for our fourth-floor residence. They recommended mini-split systems as a more appropriate and efficient alternative, which was never presented to us, likely due to its lower cost and thus lower commission for Atlas Butler. We were not informed of this cost-effective and suitable option, resulting in unnecessary expenses.Since the installation, our air quality has deteriorated, as indicated by the thermostat, with HVAC filters turning black within 3-4 weeks of use, posing health risks. The installation method also left the ducts inaccessible for cleaning, creating a hazardous situation with no viable solutions from other companies due to the restrictive setup.Given these issues, I request the installation of a new HVAC solution, such as a mini-split system, at no additional cost. Additionally, I seek immediate intervention to improve air quality and address the rapid filter degradation, potentially through UV light or other methods. We are entitled to a functioning system that does not pose health risks, and I also request a refund or compensation for the difference between the installed unit and the recommended mini-split system.

  

  Business Response

  Date: 09/17/2024

  We have tried to reach out to Mr. ****** a few times last week but have not received a response as of yet. We would like to have our install manager take a look at the issues so that we can come up with a way to solve these problems. We would need to physically come to the home to do this. 

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a service contract with Atlas Butler. They performed a service check on my air conditioning units about two weeks ago, at that time they recommended considering replacement due to age and also because system pressure was low on my upstairs unit, indicating a possible Freon leak. I decided to get a quote from them. The service tech couldnt do it, so they sent a salesman. About one week later, my upstairs AC unit that has maintained temperature all year, as well as during the servicing check, is no longer cooling. To be clear, I am accusing Atlas Butler of tampering with my AC unit.

  

  Business Response

  Date: 08/13/2024

  Our **** certified technician diagnosed issues with the upstairs units during annual maintenance visit and warned of potential issues in the future. This is why a replacement was recommended. Extremely hot weather throughout the summer would make it necessary for the ** unit to work harder and sometimes this does lead to equipment malfunctioning is not responsible for this equipment failing, but we will be happy to give repair options. There would be a 30% discount should the client choose to keep his membership with us. 

  Customer Answer

  Date: 08/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22103245
  
  I am rejecting this response because: I don't want Atlas Butler near my equipment.  My issue has been fixed for almost nothing.  The repairman wouldn't comment on whether or not there was tampering with my equipment but there was a lot of headshaking that they'd been out recently for a "clean and check".  Thanks for offering the discount, but I'd prefer a full refund for all monies I've paid to them.  They did not service my equipment.
  
  Regards,
  
  ***************

  

  Business Response

  Date: 09/03/2024

  AB does not tamper with equipment as this is unethical. We made the client aware of potential issues and discussed replacement options as opposed to high dollar repair options. If the client is not interested in repairs, then there isn't much more that we can offer. We are unable to give any refunds because we did in fact perform all maintenance that was allotted to the client as well as diagnose any potential issues. AB is not responsible for the equipment failing as the client was made aware that this may happen. 

  Customer Answer

  Date: 09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22103245
  
  I am rejecting this response because:  My original complaint stands as submitted.  Customers should know that ********************** is focused on upselling, not helping maintain your equipment.  They literally tried to resolve this by giving me a discount to renew my membership with them.
  
  Regards,
  
  ***************

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a new Furnace and air conditioner installed April 23, 2022. We have had five service calls for the same issue. Now they want to replace part, but unable to locate part. I have tried numerous times to reach the owner and he refuses to communicate with me. I need help to get my money back so i can buy new equipment that is reliable.Below quote from their website: Will not honor."If a piece of new equipment that we have installed fails twice within our No Lemon Guarantee time frame, we will replace it at no cost: Air conditioner compressor fails twice in the first five years"

  

  Business Response

  Date: 08/05/2024

  The part for this system has been located, but its on backorder with the supplier. We unfortunately have no control over their supply chain. We can however perform a bypass that will allow for the system to operate normally until the part arrives to the supplier. We will be reaching out to the client shortly to get that scheduled. Our money back guarantee is only valid for 2 years and this install was done in 2021 so we would not be able to return the investment, but we are going to make it right by getting the system up and running until the part arrives. 

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an 81 yo elderly female who had this condo built in 1995 and has had a contract with Atlas Butler since then. @Sep 2023, Atlas came and did a diagnostics report and recommended the water heater be replaced. At that time, I was not given a diagnostics report in which I could have filed with my home warranty co, Integrity, in order to get compensated. Atlas came and installed on 9/12/2023 and told me to file with my home warranty, after the fact and after I signed the Atlas contract. Fast forward...Integrity tried calling Atlas for the diagnostics report with no avail (see attached). My daughter has emailed and tried calling for the diagnostics report to no avail. I am requesting the full diagnostics report for why this water heater needed to be replaced so I can move forward with the claim with integrity. Thank you for your time.

  

  Business Response

  Date: 01/08/2024

  Unfortunately, AB does not keep such records. We provided the recommendation to the client and proceeded with the work upon approval. Home Warranty companies typically want very specific reasons as to why a piece of equipment failed which is why we have a policy against working with or through home warranty companies. AB diagnoses the issues and recommends a service to fix said issue which often times in the case of water heaters includes replacement. We do not determine why a piece of equipment failed so the paperwork that is being requested cannot be provided as no notes were taken during the service call nearly 4 months ago. 

• Initial Complaint

  Date:12/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Disputed Charge and Poor Customer Service I am writing to inform the Better Business Bureau about a charge that has been sent to collections without services being provided. Despite multiple attempts to resolve this matter with customer service, I have received no assistance, and my concerns have been consistently refused escalation. I believe these charges are fraudulent and request their dismissal, along with a letter sent to the credit bureau to rectify the situation promptly.

  

  Business Response

  Date: 12/15/2023

  Atlas Butler performed a blower motor replacement on 8/23/2021 for the amount of $978.88 after the 30% discount was applied. The total discounted amount was $197.70. Per our terms and agreements, if a club membership is canceled prior to completion of the contract (1 year) then the client is responsible for paying back any discounts received. Once it was clear that the client did not intend to pay, amount was sent to collections. The client canceled the membership on 2/14/22 via phone call. The cancellation policy was explained to the client in detail, but she still wanted to proceed with cancellation. At this time, we are unable to write off amount because services were rendered, and we have to recoup the applied discount per our terms and agreements. 

  Customer Answer

  Date: 12/15/2023

  My decision to reject your response is based on my commitment to complying with the terms outlined in our contractual agreement. Despite my meticulous scheduling of follow-up services, the technicians failed to honor their appointments. Upon seeking clarification after their non-appearance, I was informed by dispatch that the technician had allegedly visited my residence during the scheduled time, a false claim as I was in fact present at home. Of note, I took time off work to ensure I was at home and available at the scheduled time of service. 
  
  In my attempt to rectify the situation, I requested the technician’s return to complete the outstanding services. Unfortunately, this request was consistently denied. Despite my persistent efforts to obtain the services without success, I found it necessary to terminate the contract.
  
  I kindly request a thorough review of the circumstances outlined above, and I urge you to reconsider your decision in light of the unfulfilled contractual obligations on your part. Your timely attention to this matter is greatly appreciated.
  

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