I contacted Atlas Care to install an Air Conditioner Unit at my residence. Mr. Jeff was the person who supervised all the services carried out at my place. They gave me a good deal which included:
1. York Air Conditioner 13 Seer
2. 1 Year Satisfaction Guarantee on the Unit
3. 10 Year Parts & Labor
4. 2 Years Advantage Plan on my Furnace & AirConditioner
Everything went smooth on the installation & I want to give credit where it's due. The people carrying out all the Installations were really professional at what they do.
The 1st problem came after 2 days when the A/C didn't even cool the house. The Technician came in and found out that they forgot to adjust the fan speed on the Air Handler.
During this time I noticed that the final agreement didn't even mention the 2 Year Advantage Protection Plan anywhere, however it was on the Quotation. I called Jeff, he picked up and said he will look into it and contact me first thing in the morning. I never got a call again.
Now comes the big part (2nd Problem). The A/C started making these sparks, I called AtlasCare and they told me to turn it off on a really hot day of July. The next day the technician shows up and he finds out that the chipboard (or chipset) has gone bad and they will order a new one. I told them that I was on the Advantage Plan and I am at least covered for 700 bucks to whatever the cost is. This is where it got really messy. AtlasCare told me that I was never on the plan and it's a mistake on my part. I have to pay for the part on full or they cancel the order. I demanded to talk to somebody senior. He told me that we dont give protection plans on anything not purchased from us.
I was really angry the way I was treated. I called Jeff and he assured me that I was on the plan and he will solve the problem. 3 days later, AtlasCare told me that the part has come in and the technician will come in the following day. I was kept in dark all this time whether I still got my protection plan or not, as Jeff didn't call me back. The good news was that I was on the protection plan and they did deduct 700$ out on the part, the bad news was that they said it's only for 1 year.
I have called Jeff 3 times since then and asked him to please look into this matter and send me a copy of the agreement. I never got the call back. No follow-up on the old customer calls. Let's get some new people in. I still don't what happened of my request.
I did get a call 3 days ago for the tune up as winter is coming up. All I would say is always make sure you read the whole agreement and merely not depend on words. I would still recommend AtlasCare but I am giving it a rating of 6 because of the problems I had to see.
- Approximate cost of services:
- $3,500.00
- What could this company do to improve their services?
- Follow-up on customer requests. A litlle feedback is always appreciated.
- Company Response
Dear Adnan,
I’m glad that you were satisfied with the installation of new equipment at your home.
However; I was troubled by the experiences you described when your air handler broke down, and have talked to my team at length regarding how this situation was handled, and how we could improve. Jeff had included the signature AtlasCare Advantage Protection Plan to protect the Air Handler unit that pre-dated our work, so that you would have both the manufacturer’s coverage on your new air conditioner and some coverage for this older equipment in case of a problem.
Normally we don’t provide coverage for equipment that we don’t install, as we cannot guarantee the quality of workmanship. But in this case, we made an exception so that you would have peace of mind. Unfortunately, this older equipment malfunctioned within a few days of this installation, and our service team wasn’t yet aware that we had extended this non-standard coverage to you.
As most of the Advantage Plans are billed monthly, we provided this plan to you free of charge for an entire year. As such, our service team saw a plan in the system that had been paid for one full year. Thankfully, you were covered under this plan, and did not incur any repair costs out of pocket.
It is unfortunate that your air conditioner had to be shut off for 24 hours prior to our service call during a hot day in July, but we were concerned for your safety. As you had mentioned, your older air handler unit had begun to spark. Additionally, it is impossible to diagnose an equipment problem if there is any ice on the unit – thus we normally have to allow for a day to pass so the unit can defrost. Asking our customers to turn off a malfunctioning unit in this condition over the phone actually shortens the time it takes to make a diagnosis and repair, if the technician requests that a customer turn off the A/C unit, it is then another 24 hours from the time of the service call before the problem can be addressed.
Please call me to discuss your experience. I’m at your disposal via e-mail at mgrochmal@AtlasCare.ca or telephone at 905.829.1296.
Kind Regards,
Mike Grochmal
Chief Operating Officer
T
AtlasCare
The Fastest Emergency Service in the GTA
https://atlascare.ca/
905-829-1296
416-626-1785