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:07/08/2024

  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.

  **** performed an elevator inspection for First *************************** of ******* on March 26, 2024 and, to date, has not submitted the proper paperwork to the Deparment of Labor. We received a Citation Warning May 24, 2024 from the Deparment of Labor stating our certificate expired on April 24, 2024. I contacted ATIS 5 weeks ago and have talked to several people over this period of time with no resolution. They haven't been proactive or helpful at all. They do not respond to my correspondence and phone calls are only answered with "we're working on it". I have a copy of all the documentation from their inspector and provided a copy to ATIS to them on July 1, 2024 via email. To date, I've still not had a response. I need quick resolution. We have many older congregants and they cannot attend Church until we are authorized to again use our elevator. We were using Arundel Inspections, but I was not aware until I tried to contact them that ATIS bought Arundel Inspections in September 2023 without notifying us. An inspector arrived on the date we scheduled a year in advance and I was not made aware that day that he was with ATIS. Phone calls are not being returned, emails are not being responded to, and even got an out of office that "due to employee shortages, it can be ***** business hours for a response" (3 weeks ago).

  Business Response

  Date: 07/24/2024

  Ahead of receiving the notice that the customer filed a complaint with the *********************************************, the issue with the missing inspection report for First *************************** of ******* had been escalated to me internally. My team researched into the issue and found that the issue was driven not by the failure to complete the inspection, but failure to file an inspection report to the State of Maryland AHJ in a timely manner. The Inspectors original report submission had been rejected by the State of Maryland AHJ requiring corrections ahead of approval and subsequent issuance of a elevator safety certificate.  ********** responsible for the correction had had some manpower turnover and the correction and resubmission of the report was missed. The local team, once made aware of the issue, was working on addressing the correction and had attempted via phone to connect with Ms. **** to update her on the status of the situation, but they did not get a hold of her.  The local office did not follow up on these calls with an email stating the status of their efforts, which would have provided at least some level of communication to close the loop to state that ATIS was working on ************** issue.
  
  On 7/10/2024, Ms.**** reached out to *******************, ATIS CEO, via an email stating the same complaint recap as what what was filed with the BBB.  I connected with Ms. **** on 7/10/2024 to let her know that I was in receipt of her email and that I would confirm the State of Marylands receipt/approval of the corrected inspection report and then call her to discuss her experience with ****. On 7/12/2024, we received confirmation from the State of ******** that the report was approved and an elevator certificate was being sent to Ms. **** at First *************************** of *******.     
  
  On the afternoon of 7/12/2024, I was able to connect with Ms. ****. We talked through her entire experience and her frustrations and aggravations are real.  Unfortunately, her original inspection company was purchased by ATIS in September 2023 and she claims that she was unaware of the acquisition and that might have led to some of the communication challenges.  In the end, Ms. **** said that no one from ATIS ever attempted to call her and I can only assume that someone loaded her number incorrectly along the way, but we certainly should have followed up every update call with an email.  The local clerk had recently been terminated for failure to perform their duties and this is an example of the type of issues that we were finding with their work. The inspection report kickback should have been corrected swiftly and resubmitted back to the State for approval and it was not.   
  
  At the conclusion of my call with Ms. ****, I sent her a copy of the inspection report that was filed with the State of Maryland, I credited her 2024 inspection invoice with ATIS, I offered and she accepted to have ATIS cover the violation fees imposed by the State of Maryland.  In addition, going forward we have agreed that she will have a single point of contact at ATIS to contact for proposals, scheduling, and billing and that name was provided to Ms. ****.  Ms. **** asked to be included on the annual report submissions to the State, but since the email submission of inspection reports is submitted by the inspector directly to the State of Maryland, the inspectors do not have access to customer emails.  Ms. **** and I have agreed that the office will forward her a copy of that submission annually and also attach a copy of the inspection report to her annual invoice.
  
  Ms. **** has my personal cell number and my email address, as well as that of my Operations Specialist.  I am confident that this was an isolated incident and that we have put measures in place to ensure that it will not happen again and that the new personnel that we have hired are fully trained in the proper processes and procedures to provide the level of customer service that ATIS expects our customers to receive.

  Customer Answer

  Date: 07/25/2024

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