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:20/03/2023

  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.

  There is an issue with the final payment to this company. He was contacted at 9pm on the evening of December 21, 2022 and he did not arrive at my house until 1am on December 21, 2022. I phone him because my furnace stopped running and it was very cold in my home because it was -30 degrees outside in the weather. I clicked on and off the power switch to the furnace and it started to run again. When he arrived the furnace was running. He said on his report that he cleaned the ice off the pipes outside, cycled furnace multiple times, and possible thermostat issue. After his visit, the next night the furnace stopped working again and I contacted **** gas to come out and check it. They came early in the morning and looked at the furnace. They had to disconnect the gas line to reach the ignitor, and he cleaned the needle, and he had said that the ignitor has never been cleaned in 15 years since I have had the furnace. Then he connected the gas line and he suggested that I get a new furnace because this furnace which was installed by Atlas/**** *** *****, was not working properly. So **** from Atlas sent a bill to me in the amount of $315.00 to pay for his evening at my home because he came out at 1:00 AM and did not fix anything to do with the furnace but wanted to sell me a new thermostat. Because **** told me that my existing furnace was not maintained at all in the 15 years that I've had it, I refused to pay the $315.00 Bill to Atlas. **** the owner phoned me and threatened me that he would put a lean against my property in order to get paid for work that was not done. And he chose to arrive at my home at 1AM, I did not request him to do this.

  Business Response

  Date: 30/03/2023

  ***** ****** has been a customer for over 16 years, this year some things have changed for here and the calls we got from her in December which ranged from 10pm to 12pm (3 different days) where she described as she was freezing and needed someone out right away were a bit eccentric . I believe **** was out within a couple hours which is reasonable considering the hour and the furnace was functional. We actually had two trips out on different days and when we arrived the furnace was operating, we did some troubleshooting and no faults were noted and  indicated that we would need to see it in fault. I would need to go back thru the ***** call logs to get exact times. Any other company would have billed her on site and charged for both calls, $318.00 for a afterhours call is standard to low in this industry.

  I have been servicing of the furnace over the years, the statement made about lack of service is completely false.

   

  We have no intention of  putting any kind of lien on her house  or pursuing payment, we have written this account off.

   

  **** Is away until April 12th and I can check into this future.  

  ' .

  Customer Answer

  Date: 30/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19621011, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******** ******