I have been using Atlas services for the last several years for my "home maintenance plan". I have never been pleased with their customer service.
My first unpleasant experince was with an appointment for an air conditioning issue. I had to take time off from work to make the appointment. On the day of my appointment, I received a courtsey call from the technician that went directly to my voice mail. I called back immediately and the technician did not answer his cell phone. I consistently called him for 10 minutes but did not get an answer. I then called the corporate office and they were closed for lunch. I called the technician continuosly but he did not answer the phone. I spoke with someone at the office after they re-opened from their lunch and was told that I had forfeited my appointment by not answering the phone.
My appointment was on a Friday afternoon and the next available appointment was on Tuesday. I explained that I had called the technican back immediately and he did not answer the phone. The response that I got back from the office is that they were having trouble with the techinican but were unable to help me that day and that I needed to reschedule.
The final horrible experience that I had was an electrial issue. A few months later I called and scheduled an appointment again. The technician came to my home, looked at the lighting issue and said he thought I was having problems becuase of the light bulbs that I was using. He replaced the light bulbs and said that if it didn't fix the problem that they would need to replace the ballast. The problem still continued so I scheduled another appointment to have he ballast replaced.
A second techinican arrived and confirmed that the ballast needed to be replaced (which what the appointmet was made for). He stated that he did not have the ballast and that one would have to be ordered. He said that the company would call me when the part arrive. After waiting 2 weeks, I called and spoke with the office. They told me that the part was a standard part and the technician should have had it available in his truck. They said they were having issue with that technician and would send someone else out to replace the ballast.
The third techinican showed up for the appointment without a ballast. He said that the wanted to confirm that the ballast needed to be replaced (appointment #3 and technician #3). He said that the ballast was not the issue and said that I needed to have a different lamp placed into the lighting in order for it to work. (the lights were installed by technician #1) Technician #3 wrote down the style of lightbulb that he said would fix the problem. I went on a mad search to locate this style of light buld.
After my 3rd store, I was told by a Home Depot assoicate that they light that was listed on the work order did not even exsist. The lightbuld he listed was never made. I called Atlas to explain my frustration and they did nothing to try to rectify my problem and did not seem the slightest bit concerned with the inconvenience that they had caused me. I called another repair company, they came out and replaced the ballast and the problem was instantly resolved!
I cancelled the balance of my contract with Atlas and received a letter from the stating that they were going to deduct all the service calls from the unused 6 months of my contract. (they serviced nothing and wasted tons of my personal time) The letter stated that I actually owed them money but they were not going to try to collect the balance. I have never dealt with such inadequate people in my entire life. Their service is horrible. Please save yourself the time and aggrivation and use someone else.
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