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:09/06/2022

  Type:Customer Service 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.

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

  

  Business Response

  Date: 09/07/2022

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

  Customer Answer

  Date: 09/18/2022

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

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

  

  Business Response

  Date: 09/19/2022

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

  Customer Answer

  Date: 09/27/2022

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

• Initial Complaint

  Date:09/01/2022

  Type:Product 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.

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

  

  Business Response

  Date: 09/06/2022

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

  Customer Answer

  Date: 09/06/2022

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

• Initial Complaint

  Date:08/04/2022

  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.

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

  

  Business Response

  Date: 08/04/2022

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

  Customer Answer

  Date: 08/05/2022

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

  

  Business Response

  Date: 08/08/2022

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

• Initial Complaint

  Date:06/09/2022

  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.

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

  

  Business Response

  Date: 06/10/2022

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

  Customer Answer

  Date: 06/20/2022

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

  

  Business Response

  Date: 06/23/2022

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

  Customer Answer

  Date: 06/28/2022

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

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

• Initial Complaint

  Date:06/06/2022

  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.

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

  

  Business Response

  Date: 06/07/2022

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

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

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