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:10/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In July 2023, ATR came out due to my air handler leaking water. They always called while I was at work and unable to answer. When I tried to call them back either on a lunch break or after work, it took several days to finally get ahold of them to set up the initial appointment. During the appointment, the technician looked at the air handler for MAYBE 5 minutes, told me the auxiliary drain pan is out of code, and left. I read the Virginia state code for auxiliary drain pans and the one I have fits every item listed. The leak has now caused a massive crack in the ceiling of my bedroom. I spoke with ATR again in October (finally after trying to reach them several times and having my warranty company attempt to reach them several times as well) and was told I have to submit a new ticket because it has been so long since the first. ATR refused to help in any way even after I explained the situation and called me a liar when I said that I tried to reach out to them numerous, numerous times without a single answer from them.

• Initial Complaint

  Date:08/13/2023

  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.

  American home sheild assigned this company to fix my ac unit. I've paid 945 out of pocket to the company. They will not return my calls or come back to fix my unit. AHS has approved all work that needs to be completed

  Business Response

  Date: 09/01/2023

           ATR Heating and Cooling appreciates the opportunity to respond to the customer's response. At the time of writing this response, the repairs have been completed. 
          As the customer stated, we worked with them through their warranty company, American Home Shield. The customer's HVAC unit had multiple issues. We diagnosed a bad compressor, capacitor and condensing fan motor. We needed to replace these parts, flush the unit and charge it with the refrigerant. We reported our diagnoses to AHS. They approved the repairs and covered the major part of it. The refrigerant was partially covered, so the customer had out-of-pocket cost of $945. Upon parts' availability,  we returned to install the compressor, capacitor, flush and refrigerant on 8/2/23 and the fan motor on 8/28/23. The unit started working fine. 
         ATR tries our best to complete the repairs as soon as possible, and performs regular training on dispatching, authorization, part ordering, and communication. Unfortunately, in the current market situation, it is not uncommon to have interruptions over the part supplies, which ATR has no control over.  We would like to extend our apology to the customer again. 

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  * Date of transaction: 24 JULY 2023 * The amount of money paid to business: $100 * What the business committed to provide you: Diagnosis of HVAC Duct Work. * What the nature of the dispute is: Technician from ATR arrived for scheduled appointment unprepared about the issue to resolve. When technician was briefed on duct work, he stated, "I will just put three 25' sections of duct work in my writeup and send you the quote because it's not covered by your warranty." The technician never got under my house to diagnose or investigate my duct work issue, but wrote a report to my home warranty with a quote for $675 stating the unit wasn't cooling. His diagnosis was falsely written without actually doing the work that was paid for. * Whether or not the business has tried to resolve the problem: I called ATR on 25 July 2023 at 13:06 and after being on hold, the call was disconnected. I called again at 13:10 and left a voicemail and they never called me back. They did not even respond to *** until 5 August 2023.* Account/Order/Tracking Number: ******** **** ****** Dispatch # *********

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Initially called home warranty, ******** **** ******, in April has HVAC system was not working properly. ATR a came out April 15 and replaced the contactor and advised the compressor needed to be replaced. The replaced the 3 ton compressor. They charged the system with **** ***** which I paid out of pocket $1600 for. They checked operations and said everything was ok at this time. After 3 weeks, the system stopped working again. They came out June 6 and advised there was a freon leak and the valves needed to be replaced. Technician specifically said did not check valves or for any leaks at the time the compressor was replaced. On June 14, the replaced several valves, performed a leak test to which they said there was none, recharged the system and reprogrammed the thermostat. Said everything ok at this time. 3 weeks later, unit again was not working properly. They just came out today, July 13, and replaced the capacitor. It was 85 degrees at 12:30 when the technician left and said everything working at this time. Five hours later, my unit is still not working properly. My thermostat is still reading 85 degrees and the unit is blowing lukewarm air. When I called ***, they said they need to speak with the technician. ATR has had five opportunities to fix my unit since April, which they have failed to do so. I am at a loss and do not know what to do at this point. The job needs to be finished properly, even if that means then telling *** I need a new unit. *** will not and cannot approve anything or provide a resolution until they speak with ATR.

  Customer Answer

  Date: 07/26/2023

  Good afternoon,
  
  Just wanted to follow up with you since the technician from ATR was last out on July 19, 2023. The technician advised at that time I need a new evaporation coil and the refrigerant needed to be recharged. I just called ******** **** ****** because I have not heard any updates from the HVAC company or my home warranty… and they advised the HVAC company closed my ticket out as completed, which is not accurate. Please see the attached text message from the HVAC company on July 19, when they said they would contact home warranty for authorization. 
  
  It is 84 degrees in my house at the moment. ******** **** ****** said I need to allow the company to follow up on their call/email and if they do not call me within four hours they can then escalate my complaint. I know for a fact, because I have been dealing with the HVAC issues since April of this year, the company is supposed to submit a diagnostic report within 24-48 hours, which they failed to do. *** obviously does not have any standards for these companies, nor do they have the best interest and concern of their customers at heart. I am the one suffering with no air condition and neither *** or ATR seem to care. I would like this information updated to my complaint with the BBB. 
  
  Thank you,

  Business Response

  Date: 08/16/2023

  ATR Heating and Cooling appreciates the opportunity to address the customer's complaint.  
  On 4/10/23 we received a work order from the customer's warranty company, ******** **** ******, that their HVAC unit was not cooling. On 4/15/23 ATR diagnosed a short to ground compressor that needed to be replaced.  We reported our diagnoses to ******** **** ******. They approved the compressor replacement and covered its cost , disposal, reclaim, labor to install, and  $10 toward each pound of the refrigerant needed. The remaining cost of the refrigerant was not covered, so the customer had $1620 out-of-pocket cost for the 12lb of ****. Once the customer paid this non-covers, we performed the repair. The unit started working fine.
  However, almost two months later, on 6/2/23, we received a recall work order stating that the unit was not cooling again.  ATR found the system leaking refrigerant from service valves. The valves needed to be replaced and recharged with the refrigerant. The customer warranty approved the replacement. Since the customer paid for the refrigerant before, they had the refrigerant coverage under the recall, and so they were no longer liable for the refrigerant cost. On 6/14/23 ATR replaced the valves and recharged the unit. It started cooling again.
  One month later, On 7/6/23, ATR received another recall work order. We replaced a capacitor and checked the pressures on the refrigerant. They were stable, and the unit started working. However, it didnt last; a week later we found an unrepairable leak on the evaporator coil. The customer's warranty company approved the replacement. Refrigerant would still be under the recall period. 
  ATR would like to apologize to the customer for the time that it took to perform the repairs. We kindly ask them to understand that we have to follow the process through ******** **** ******, and it is not in our hands to make a decision to replace the entire unit and we can perform only the repairs authorized by their warranty company. This is why we always report our findings to *** and do what they approve us to do. At the time of getting the authorization, ******** **** ****** asks us several questions. One of the questions is "Can a unit be repaired?" When the answer is yes, *** determines what they want to authorize: repair or replacement.  In this case, our answers were "yes, the compressor needs to be replaced and recharged with refrigerant" ; and  "yes, the valves need to be replaced and the unit to be recharged with refrigerant." In both cases *** authorized us to replace the parts and add refrigerant. They did not approve the unit replacement at that time.   In addition, as frustrating as it can be, no one can predict when a new leak develops; it can happen days after a repair, or it can take years. The leaks on the valves and the leaks on the coil were completely unrelated, and developed at different times. Had they all happened at the same time, the unit would not have worked for almost a month.  
  To continue, the customer had two options: to proceed with the coil replacement, or, to utilize an upgrade option available to them through ***. The upgrade option means that instead of continuing to repair the unit, *** would approve the replacement of the unit, and issue a credit to the customer. ATR offered the quotes to the customer. The customer reviewed their options and opted in to go with the upgrade.  In addition, ATR has processed a refund of $1620 back to the customer for the refrigerant. The installation is confirmed with the customer for 8/16/23. 
   Again, we appreciate the customer's patience and regular communication via phones and email. We have learned from this experience and implemented additional training on how to enhance our customer service. 
  

  Customer Answer

  Date: 08/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Although I appreciate the response, I would like it properly documented that the unit never worked for two months. ATR came out to my property April 15, April 27, June 6, June 14, July 13, July 19 and then recently August 16. The unit, at best, sustained two to three weeks once the compressor was replaced and the freon was filled. You can cross reference records with ***. I had to call in and fight for them to do various recalls and escalate the issue up to consumer affairs…. So despite when ATR came out or it looked like it “was working” I was reporting the issues and problems to *** and waiting to them to process things on their end. I opted for the upgrade and have since received a new unit. This has been a very trying and stressful process the last four months and has affected other areas of our lives, that neither company has taken into consideration or compensated us for. 
  
  I am still waiting for the refund of approximately $1600. It showed pending to my account the other day and then “disappeared” without posting. I have contacted Vanessa at ATR and my bank to see why. 
  
  In regards to the comment about training, the only component techs at ATR that came to my property are *******, **** and *******. It’s frustrating the other techs were incompetent and I believe did not know what they were doing. It’s a shame we, as customers, have to rely on diagnostic reports from techs like the one who came out on July 13 and said I had a bad capacitor. He was at the house for maybe 20 minutes. He left all the trash and old parts in the yard. He came in the house and asked me if it was blowing cold air and left. He did not check the temperature reading like ******* or accurately ensure it was. In his notes it says” working properly at this time” which it clearly was not. 
  

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

• Initial Complaint

  Date:07/06/2023

  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.

  Good afternoon,I have a home warranty through ******** **** ****** and they have a contract with ATR General Services Heating and Cooling. I have been trying to get my air fixed for the last 2 months. I have informed both companies that I am on home dialysis, and I am asthmatic. I kept asking ATR General Services heating and cooling for an invoice several months before I paid the $1,395 that they said I owe for modification, and they wouldn't send me one. Both companies kept telling me the $1,395 was for modification but wouldn't explain what the modification was. I said I would not pay for something that I don't know what I'm paying for. They never really sent an invoice just sent an email with some stuff listed. That was May 5th I tried to pay them, but no one ever answers the phone at ATR I finally got someone on June 5th to pay, as of today I still do not have any air. ******** **** ****** keeps sending me back to ATR and *** sends me to *** one says they're waiting on the other. It has been 90 in my house during the day and night and as I stated I am on home dialysis, and I have asthma this is too hot for my conditions. I have been having to use my inhaler every day and night, also I am unable to sleep at night so which is not good for my dialysis. I have been getting dehydrated at night which results in me getting real bad leg cramps and also is not good for my kidneys. Please help me resolve this matter before my health gets worse.

  Business Response

  Date: 09/01/2023

       ATR Heating and Cooling appreciates the opportunity to respond to the customer's complaint.  
       Prior to this complaint, on 1/26/2023, ATR has already worked with the customer through their warranty company, ******** **** ******. At that time we had already discovered that the air handler needed to be replaced. We reported our diagnoses to ***, and got their approval to replace it. The customer's contract covered the major cost of the replacement, but there was still some non-covered amount due. *** and ATR communicated this to the customer. At that time the customer expressed to us that they wanted to check around to see if someone could also replace the outdoor unit which wasn't a part of ***'s authorization; so, they decided not to proceed with the air handler replacement at that time. Thus, the air handler order was canceled, and ATR closed the claim. 
       A few months later the customer called us back with the decision to go ahead with the air handler replacement. On 5/2/23, we reauthorized the claim, and *** ordered the equipment. Once the customer paid the non-covers, and once the unit became available, we returned and installed the air handler on 7/11/23.  
       ATR would like to extend our apology to the customer for the lengthy process, but we would like for them to understand that once they decided not to proceed under the original claim in January 2023, that closed out the claim, and we had to start over the next time around. We had to go through the processes of scheduling the appointments, diagnosing the issue, authorizing the claim, collecting non-covers, waiting for their warranty company to order the correct equipment, waiting for it to become available at the local distributor, processing the payment, etc. To make the matters worse, while ordering the equipment,  *** faced a supply shortage. Unfortunately,  ATR has no control over manufacturing. All these factored in the repair timing.

       We appreciate the customer's understanding and honest communication with us. 

  Customer Answer

  Date: 09/15/2023

  Even though they fixed the unit.  They left a mess and did not return to clean it up.  Know I am going to have to get the attic access painted because of the mess they made.

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Paid the company over $500 for refrigerant so they can complete a repair on my a.c. unit , they have made several appointments to come out and repair my unit and each time they have not showed up or called to cancel, can never get a hold of anyone at the company and when I can they have excuses of why they have not shown up and hangs the phone up, money has been paid to this company and no services have been performed

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 filed a claim through ****************** insurance. They provided ATR as the diagnosing contractor. The Tech who came out used a spray bottle to find a leak in the HVAC system. The AC was not having symptoms at the time but this was a preventative maintenance as my system loses a pound of refrigerant per year and I just had it charged 8 months prior. The tech attempted to sell me 4 pounds of refrigerant and said I would have issues in 2 weeks. Here we are 2 weeks later and my system is freezing up and not cooling. All of my connections at the outside condenser were loose when the tech left. He 100% vented off my refrigerant to try to sell me more as that is not covered by insurance. This company is shady. The tech gave me his personal contact to get a better price on refrigerant. Do not use them. They are a scam. 

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  ATR has me waiting since DEC 19th 22 to.replace my handler. Wont answer phone or return my calls. *** saids.the prpblem is them. They say its ATR. But ATR has my 2,425.00  and still no handler has been replaced. FTC diesnt help either. All these complaints and no AGENCY is investigating them. We are not protected as American consumers.

• Initial Complaint

  Date:11/15/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Used this company as part of a home warranty process to replace my A/C heat pump back in October. I paid for additional parts that might be needed. They said if not used it will be document on the write up and I will be refunded for them. Two parts not used (electrical disconnect and push ups) both listed as not replaced. I been waiting for my refund for over a month. I sent numerous emails and phone calls. Only one call was returned and they said yes a refund of $375 will be made. That on Oct 18th and I am still waiting. All emails and phones calls go unanswered.

• Initial Complaint

  Date:09/13/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  My AC unit broke around 7/19/22, and we ATR HEATING AND COOLING RICHMOND, a subsidiary of ATR general send someone out to fix it. The first technician unnecessarily wanted to check different rooms in the house. He fiddled with the breaker and felt art running from the vents and said it was fixed. The air was not cold air so we called again. The next technician ordered a new compressor and said it would take a few weeks. The weeks passed and we hadn’t heard anything and gave them a call. They had closed out the ticket. In late august of 2022, they finally came and installed the compressor. We had cold air for a few days. Last week on 9/7/22 it broke again. We called the HOI and they said they would get a technician out here today, 9/13/22. The technician has not cancelled on us and we must wait until friday. After the unit is fixed with no issues for 30 days we are switching HOI. I am tired of them messing around. They do not answer phones and are extremely unprofessional and I am tired of my family having to deal with this heat. We had just returned our window unit.