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:07/23/2022

  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 have ******** ********** I fought with them for almost 5 months to get my hvac fixed that I should have been covered for them I was out with atr general services through *** they showed up the first time said I would need parts months later they came again supposed to fix it then said American homeshield still didn’t approve parts and we need a new unit American homeshield then tells us to make another appointment with atr so we do but atr wants 675 to make the appointment so I did and then they never showed up I called them 8 times and my girlfriend called both companies no one ever got back to us did not refund us I made a claim with navy federal and atr is claiming they did the work . I signed no papers no service was ever done I have a receipt from a contractor I hired myself and paid 1500 dollars and now navy federal wants to have me pay the bank 675 because of a temp credit they gave me for atr basically stealing my money and atr is still not answering the phone to refund me my money this is apparently a on going thing with both companies and I wasn’t aware of this I’m a first time home buyer I didn’t know these companies were bad but I did not receive the work I paid for and the company doesn’t return any phone calls . If I can’t get them to refund the money or prove this fraud I can’t pay my bills I will be in so much debt just having to fill the hvac because of the fraudulent things atr and *** were doing put me in serious debt . There was no reason my home warranty couldn’t cover the broken system and no reason it should have taken almost 5 months to deny the claim . There was no animal damage nothing but they kept claiming damages that weren’t there .

• Initial Complaint

  Date:07/21/2022

  Type:Delivery 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 hired ATR general services to install a new heat pump for my rental home on 3/8/22 after finding it was not able to be repaired and a replacement was needed.i have a 2 ton air handler inside my home the technician after checking my system ordered a 3 ton replacement heat pump which is not compatible with the inside 2 ton unit and after a shot time the system is not working and with the extreme heat my tenants are suffering extreme temperatures inside the house. i have made several calls to ATR regarding the situation and asked them to come and check and provide me with an update to fix the issue as soon as possible and let them know with the heat it is a safety issue especially with having small children inside this home. they will not return without an additional payment. They also keep redirecting me back to the home warranty company that the service call originated from but after the claim was denied i explained to them they are no longer involved and i hired them to replace the heat pump. i paid ATR $3,995.00 to install a compatible heat pump and they failed to do this. i am asking them to return and replace the incorrect 3 ton unit with a compatible 2 on unit which is what i had hired them to do. if there is a price difference from the larger 3 ton unit down to the 2 ton unit i would also like the refund of the difference

• Initial Complaint

  Date:07/09/2022

  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.

  Contractor ATR Richmond has been out to repair my HVAC through my Home Warranty Co, ******** **** ******, 5 times with no solving the issue. They make excuses and always take a week or more to schedule the next appt. My family has been without AC going on 8 weeks now and im worried about mold in my home. This is for our 2nd floor zone. Scheduled for today between 10 & 12 pm with a no show. Called *** to find out whats the deal. *** called the contractor and was told they couldn't reach anyone. I SPOKE WITH THE CONTRACTOR this morning and was told the technician would contact me 30 min before coming. No call and no show. After 8 weeks I have no patience left. You don't treat customers this way. Oh and by the way ATR will not answer the phone and always have to leave a message. They should not be allowed to practice business in the Commonwealth of VA !!

• Initial Complaint

  Date:07/01/2022

  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.

  4/19/22: A/C tune up completed by Junior with ATR General Services, during visit a/c unit tripped circuit breaker & Junior reset breaker & stated there were no further issues with my a/c (no leaks, or parts to be serviced). May of 2022:I began using my A/C and noticed just like during my a/c tune up, the circuit is tripping. 6/4/22: Service request submitted to *** for evaluation noting circuit breaker trip and set up with ATR again. 6/23: Evaluation completed by Raphael with ATR General services noting bad capacitor, leak at suction valve, no Freon, thus a/c unit was completely disconnected. Confirmed with Raphael that these items were supposed to be checked during my a/c tune up, also Raphael stated that per documentation it was not warm enough (only 50 degrees) to complete a/c tune up, and reading on *** website where I was booked, the tune up should have been rescheduled. Ultimately my unit was not fully evaluated despite having documentation stating it was. After realizing I was provided with falsified documentation I've attempted to contact ATR several times and they will not return voicemails or answer calls from me. My home warranty (***) has called and emailed and they have yet to answer or respond. *** ultimately cancelled their service request with ATR due to no response but still continue to reach out to get information. I have filed a complaint with *** due to their mishandling of the matter, utilization of unprofessional and poorly qualified vendors, as well as taking my money and not delivering on the on service promised. This complaint is not only to receive a response and explanation from ATR on why I have not been contacted since 6/23, but to receive further details on why a technician would not properly evaluate my property in April despite lying, and then disconnecting my a/c and failing to complete appropriate documentation there after this past month. I have read countless reviews and complaints on this company it is still open.

• Initial Complaint

  Date:06/17/2022

  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.

  On June 14, 2022 I entered into a contract with ******** **** ******. Home warranty is supposed to cover a variety of issues and repairs that would be very expensive. In particular my air-conditioning unit was leaking and causing excess of moisture in my basement. So I called ******** **** ****** and they sent a technician to check out the issue. The technician said that it The repair which was a cracked drain pan was not covered under this warranty. Nor would he remove any of the old or corrupted items such as rusty insulation. This being said he wanted to charge me an additional $300 to change a switch stating that it was not even in the unit. He did not take a close enough look at the unit because I was the one who took off the back he wouldn’t even flash a flashlight in there. Later on that day I found out that the repair would not be covered even though pre-existing conditions and other items in wide variety are covered under ***. Later the company called me to inform me that they were going to order the parts even though it was not covered and therefore I was going to be owing a restocking fee if I chose not to use their company . I could’ve had a local company fix this matter in one day for $300. This is terrible customer service on *** because they use my money and then hire companies that aren’t going to follow through with the contract, or look for a loophole so customers have to wait with bated breath to see if they are going to be protected or not by the home warranty. I’m disgusted I want my money back, however I keep getting put on hold or I have to wait over 20 minutes to speak to someone so I can cancel. This has been my experience and I’m very frustrated I lost $200. Thank you. I will not send any bills because it’s on my American Express card and I don’t want to put that out there but yes it is a thing I paid $78 for the membership and $100 fee to the company who came out and misdiagnosed.

• Initial Complaint

  Date:06/17/2022

  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.

  The company sent an A/C repair technician to fix an A/C unit. The company was selected by a home warranty company. The tech repaired a clog and declared the unit fix. Later that day the unit stopped working. They scheduled another technician for a week later, then one hour before the technician arrived told me he would have to cancel and they would send some one one week later. In the meantime, I had another company I selected come out to provide a second opinion and they said a simple equipment measurement, which should have been a standard procedure, indicated a component was in fact broken. When the original company called to cancel my second appointment, I informed them that their technician had missed the broken component and they needed to get someone out to correct their mistake, but they would only offer a time a full week later and did not acknowledge the error, hanging up on me. I've tried contacting them to follow up but they will not answer calls. The temperatures was 98 degrees. It is unacceptable for them to take multiple weeks to fix an issue when there is proof they overlooked a simple, standard issue. I suspect they are using unqualified individuals to simply get the warranty money. It appears I am not the only one who has had this issue with them, nor am the only one whom they refuse to call.