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:12/12/2023

  Type:Billing 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.

  Subject: Disputed Charge and Poor Customer Service
  
  I am writing to inform the Better Business Bureau about a charge that has been sent to collections without services being provided. Despite multiple attempts to resolve this matter with customer service, I have received no assistance, and my concerns have been consistently refused escalation. I believe these charges are fraudulent and request their dismissal, along with a letter sent to the credit bureau to rectify the situation promptly.

  

  Business Response

  Date: 12/15/2023

  Atlas Butler performed a blower motor replacement on 8/23/2021 for the amount of $978.88 after the 30% discount was applied. The total discounted amount was $197.70. Per our terms and agreements, if a club membership is canceled prior to completion of the contract (1 year) then the client is responsible for paying back any discounts received. Once it was clear that the client did not intend to pay, amount was sent to collections. The client canceled the membership on 2/14/22 via phone call. The cancellation policy was explained to the client in detail, but she still wanted to proceed with cancellation. At this time, we are unable to write off amount because services were rendered, and we have to recoup the applied discount per our terms and agreements. 

  Customer Answer

  Date: 12/15/2023

  My decision to reject your response is based on my commitment to complying with the terms outlined in our contractual agreement. Despite my meticulous scheduling of follow-up services, the technicians failed to honor their appointments. Upon seeking clarification after their non-appearance, I was informed by dispatch that the technician had allegedly visited my residence during the scheduled time, a false claim as I was in fact present at home. Of note, I took time off work to ensure I was at home and available at the scheduled time of service. 
  
  In my attempt to rectify the situation, I requested the technician’s return to complete the outstanding services. Unfortunately, this request was consistently denied. Despite my persistent efforts to obtain the services without success, I found it necessary to terminate the contract.
  
  I kindly request a thorough review of the circumstances outlined above, and I urge you to reconsider your decision in light of the unfulfilled contractual obligations on your part. Your timely attention to this matter is greatly appreciated.
  

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

• Initial Complaint

  Date:10/18/2023

  Type:Billing 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.

  Description:
  We had Atlas Butler to our new home to check for a gas leak. They did not find a leak and told us that
  our furnace was the problem. We had our furnace guy out and he said that the furnace was fine. The
  gas company came back out to turn the gas on and said that we have 3 leaks by the manifold. Atlas
  Butler charged us a whopping $874.71 for this trip. They did put a new flapper on the toilet and
  grounded the CSST pipe. I don't think we should have to pay for the $428.57 they charged us for testing
  for leaks since they didn't find it and we have now had to pay 2 other people to fix what they should have
  fixed on the first trip!!!

  

  Business Response

  Date: 10/19/2023

  Atlas Butler refunded $428.57 to the original payment method on September 1st of 2023. Is the client looking for an additional refund? 

  Customer Answer

  Date: 10/19/2023

  The issue has been resolved.  Thank you.  *** ******

• Initial Complaint

  Date:09/25/2023

  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.

  Scheduled service 8/8/23 to have new toilet installed with a note to have the plumber inspect the flange/floor as I suspected there might be damage. During the visit the tech reported that the flange was fine but warned me the tile was not level. When signing off on the service I saw he noted “the floor and flange might need redone” if I had issues, but I thought that was odd since he told me the flange was fine and the floor was the issue. I was happy with his service, paid $297.57 (invoiced #*******) and gave him a good ****** review. After the visit, I smelled sewer so I called the company back. 2 new techs came 8/28/23 and told me “the flange was completely rotted out and the homeowner is in need of a floor repair…”. I called the tech who initially installed the toilet and he told me that he did not remove the spacer (which was above the flange). At this point, I realized that he did not do a full inspection as I had requested. If he did, he would have seen the flange was completely destroyed and the floor was rotted out. Instead, I had to wait for the wax ring to fail (letting sewer gas in ) and calling the company to return to report to me that the flange and floor were rotted. I reported the issue to Atlas Butler 9/11/23 and waited a week for someone to call me back. No one called and customer service rerouted the ticket from the lead to the manager and sent him emails. The plumbing manager finally called me back and was incredibly rude and stated that the tech did exactly what was in scope in the work order. He offered to reinstall the toilet for free, but because I was so disappointed with how I was being treated, I simply wanted a refund of the $297. He was going to call the tech to discuss it and return my call. I waited another week for a call back with no luck. I called the office and was told another manager was going to call me back. No response. It’s going on 11 business days of trying to get a response from the company.

  

  Business Response

  Date: 09/26/2023

  It was explained top the client that the flange was in bad shape and that the floor was unlevel. Even with this knowledge, the client still decided to have toilet installed. The plumber installed shims underneath the toilet and caulked around the base. He also restated in his service summary that if any issues arise then that flange would need to be replaced and the floor repaired in that spot. Once the client called in afterwards, AB sent an additional plumber to the home prompting him to say yet again that the flange was in bad shape as well as the floor. The original service invoice was signed by the client indicating knowledge about the condition of the flange and flooring around the toilet. AB performed the requested service ad cannot offer a refund. We have offered to come back to reset the toilet for free after repairs to the floor have been completed.

  Customer Answer

  Date: 09/28/2023

  I am rejecting this response because the business response is not true. The technician told me the flange was fine. I specifically asked him. Furthermore, upon a follow-up phone call with the technician, he told me that he did not remove the spacer (which sites above the flange) so that he would have no way to truly inspect the condition of the flange. The only issue that he verbalized was that my floor was unlevel.
  
  
  
  Regards,
  
  
  
  ***** *******

  

  Business Response

  Date: 10/03/2023

  After speaking with the plumber and his manager there is no recollection of parts being made available to him outside of the toilet itself. All we have to go by is the signed document that we have on file. The client requested to have a toilet installed and that service was completed by our plumber. Based on our records, the client was informed of issues with the floor and the flange and agreed for install to continue. She even signed a document stating the issues therefore agreeing that the requested work had been completed. Again, as a courtesy we will return to reinstall toilet free of charge after other repair work has been competed, but we cannot offer a refund since we did in fact perform the requested service. The attached receipt is of common items that are associated with having a toilet replaced, it does not indicate that there are any issues. If the client can offer some evidence of wrongdoing, then we will absolutely provide a refund as it is the right thing to do. But for now, all we can do is go based off of what we have in the system which is a signed copy of a service summary indicating that work was done and that the floor is uneven as well as the flange. 

  Customer Answer

  Date: 10/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20653066
  
  
  
  I am rejecting this response because: I'm done fighting here and any consumer can see the true colors of the company. At first they said that I never requested the flange to be inspected when I called to request the install. Then the plumbing manager ignored the image that I sent him showing my concern for the floor (which was outside of this compliant). Then they inferred that I was lying when their tech told me the flange was fine, and then they subsequently inferred that I was lying after showing proof that I purchased the repair flange just a few days before service to use in case it was needed. What a prime example of **** poor customer service. 
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/20/2023

  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.

  Two years ago I paid $9000 for a unit. They have been out multiple times but nothing has been fixed. I have a 2 year warranty and it is about to run out. 

  On 6.5.23, a tech came out and cleaned the ducts for just over $500. he was here 4 hours. On 7.16.23, I called them to say that black soot was coming out of the vents. The same tech came out today and he said he did not see any dirt. I showed him the dirt I had cleaned up. 

  I think they installed a dud furnace.  

  At some point a tech told me there is a part in the furnace which needs to be replaced. I think they will not replace it until the warranty runs out. 

  A furnace should at least last 10 years. 

   

  

  Business Response

  Date: 07/20/2023

  Atlas Butler has been dispatched a total of 4 times to address issues with the system we installed. Each of those times it was discovered that there were no issues with the unit itself, rather there was an issue with a lockbox being around the thermostat which caused incorrect cycling. Our Duct Cleaner was dispatched today to the clients home for a follow up to the black soot the clients said she was seeing. There were no signs of any such debris or dirt within the ducts. The technician pulled apart several components of the system and nothing was found that matched the client's description. 

• Initial Complaint

  Date:07/13/2023

  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.

  As part of the maintenance plan a technician came to my house to tune-up the ac. Technician stated that an animal was chewing on the wire and that we would need to replace the wires. Next we were approached telling us that it would be cheaper to replace the furnace because of its age. I received a quote along with pictures of the inside of the furnace to show me rust. Rust is expected as iron oxidizes in the presence of water and air. The air is working fine. I almost agreed to the installation until they asked if I wanted to include a UV light for 800. This is when I knew it was a scam. The salesperson called while I was in class. I requested that he call back in 30 minutes. He stated that he couldn’t and insisted that he provide with me with quotes. He then told me I could get it installed the next day but I would have to sign the paperwork today. Salesperson and tech must have thought I was stupid. I ‘m cancelling my Comfort Membership tomorrow.

  

  Business Response

  Date: 07/19/2023

  After reviewing the service notes for this visit and viewing all attached photos, we have concluded that the technician was right with his diagnosis. The UV light is an optional item that can be added to help prevent bacteria preventing them from circulating throughout the home. At this time a billing adjustment cannot be made as there is evidence of the systems condition. 

  Customer Answer

  Date: 07/22/2023

  I have had an Elite membership for 8+ years with Atlas Butler. Subsequently, I have made sure to take advantage of the biannual routine service checks. This is to ensure our HVAC unit is up to par. As of recent every “free” checkup has ended in a technician stating that some major repair is needed. It is interesting that the repairs suggested are always the same price of a new unit. In essence, this is similar to me taking my car to get an oil change (by the way my car is the same age as my unit) and then being told that I need a repair that will cost as much as a new car. All of the company’s actions are suspect. Technicians are jr. sales people that are coached to upsale products. I don’t care what your assessment was you attempted to take advantage of a senior citizen in a disadvantaged neighborhood. You stated that his smoking was causing the ac unit to breakdown. The freon was low.(Tell me how this happens in a closed system with no leak?) An animal urinated on the system. (How could you see or smell this after several instances of rain previously). Then to top it off the technician told me “don’t be surprised if they quote you a new furnace too.” Yet you were not expecting a wife that is highly educated with a science background to follow-up your assessment. Your salesperson is rude. I asked him to call back because I was in class. He stated he couldn’t because he had another appointment. He then proceeded to talk about estimates and how he had 2 openings for installation the next day. Initially I agreed to having an AC unit installed. The sales rep asked me to “text him” my credit card number. Because I was under pressure and away from the house, it was difficult to assess the situation fully. I was relying on third party information. Needless to say when I got home, after talking with my husband I realized that this was all a hustle. I cancelled the install. My ac unit is working fine. Just like before anyone came to “service” the unit. Do better Atlas Butler. At some point your company has loss its integrity. You need to get back to that. I’m disappointed and hope that this encounter does not reflect the company’s standard of practice. My membership has been cancelled. Going forward I will proceed with using a more reputable company for our HVAC needs.

  Regards,

  
  
  ****** *** ***** *****

• Initial Complaint

  Date:06/15/2023

  Type:Billing 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.

  I am being charged monthly for a service I didn’t renew under the claim it was auto renewal but I never received any such message in the mail or via email. The person I talked with canceled this renewal but is trying to say they can’t refund me for this unwanted service that I didn’t even use

  

  Business Response

  Date: 07/19/2023

  Client was refunded on 6/19/23. Thank you. 

  Customer Answer

  Date: 07/21/2023

  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:06/08/2023

  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.

  Description:
  We purchased and had installed A/C and furniss with Atlas Butler on 7/10/1013. It was to be under
  warranty for 10 years parts and 5 years labor. We had issues with our A/C unit and called them to come
  out 5/15/2023. The tech stated the unit is no longer under warranty based on the sticker date on the
  system, 2012. He stated we would need to replace the system. A couple hours later, Steve M****** with
  Atlas Butler quoted us a coat to replace the system. It was expensive so we had Columbus Worthington
  Air provide quote as well. We did decide to have **** *********** *** complete the work. Atlas Butler
  finally called me back when we stated the we felt the system should still be under warranty stating that it
  was until 7/10/2023. We at this time already had **** *********** replace both units, per Atlas Butler
  recommendation to replace both units at once.

  

  Business Response

  Date: 07/19/2023

  The technician was not aware of any manufacturer's warranty until a call was made after the service call. The client was then notified of this so that an informed decision could be made. We are unable to refund an investment made with another company. We performed our due diligence on behalf of the client who then chose to invest with another company. 

• Initial Complaint

  Date:02/08/2023

  Type:Billing 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.

  They were supposed to fix my furnace, it was 90 dollars for a service call and the guy they sent just looked at it and said I needed a new furnace entirely. I thought they would come and actually fix mine but the only he recommended was replacement, which I can't afford. I want the money back for the service call because I thought they would fix my furnace but they didn't!

  

  Business Response

  Date: 02/16/2023

  the $89 was for a diagnostic fee. This only pays for AB to diagnose the issues and is completely separate from repair costs. After the initial diagnosis, the client has the option for repair or replacement. We cannot offer a refund at this time because services were rendered. 

• Initial Complaint

  Date:11/23/2022

  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.

  I scheduled a service call on Nov 17th to see what was going on with my furnace. I paid 89.00 and the tech told me my blower was going out and that I would need a new furnace. I've since had 3 other HVAC techs to check it . All 3 reviewed the error my furnace was giving and let me know I need a pressure switch . The blower is fine. No noise and the furnace is running fine.

  

  Business Response

  Date: 11/29/2022

  We received a call from the client with a thermostat issue. According to our NATE certified technician's notes, the furnace was tripping on high limit safety switch causing air flow issues (in addition to burn spots on the heat exchanger). There was no mention of a blower going out. We ran our own tests and that was our professional opinion, so we are unable to offer a refund for this diagnostic trip. 

  Customer Answer

  Date: 11/30/2022

  I am rejecting this response because: the tech told me it was my blower and I would need to replace it . He indicated it would probably be around 1500 to replace but since my furnace is 16 years old they would recommend replacing the furnace and that could be 5000 or more. He wanted to send a sales person out to measure the furnace. 

  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 12/05/2022

  There is no record of a conversation concerning a blower. We were dispatched to perform a diagnostic and that is what was performed indicating that the furnace was tripping on high limit safety switch causing air flow issues which align with the original description of the issue provided on the initial phone call. Our technician did however recommend a replacement due to the age of the equipment as well as the condition of the heat exchanger. Again, there was no mention of a blower issue and we stand by our diagnosis. We are unable to offer a refund as services were rendered. 

  Customer Answer

  Date: 12/05/2022

  I am rejecting this response because: I heard what he said to me. My furnace is fixed by a reputable company that isnt trying to sell me a furnace. 

  No need to respond since you were not here and not present for the conversation. 
  
  
  
  Regards,
  
  
  
  ***** ****