I can't begin to describe how incredibly impressed we have been by AtlasCare's service over the past week. For several days we had been smelling an odd, gas-like smell in front of our house. When we called our gas company to come and check it out, we got very bad news: the smell was caused by our secondary heat exchanger failing; a huge amount of carbon monoxide was being released through our exhaust vent (had it leaked into our house, the consequences would have been absolutely deadly). We were told to shut off our furnace immediately – and it was one of the coldest nights of the year so far.
When we called AtlasCare, they just flew into action. They had a technician out at our house first thing the next morning, and when we realized this was probably going to require a completely new furnace, they sent a salesman over right away to discuss our options. At no time did this ever feel like a high-pressure sale – the gentleman in question (Matthew) discussed the pros and cons of all possibilities with us, from just replacing the heat exchanger to the various types of new furnaces we could buy. He also knew that this was a very unexpected emergency for us, right around Christmastime, and he put me at ease right from the beginning by assuring me that financing would not be a problem.
By now it was Friday night. We had been without heat for approximately 24 hours. Having spoken to a number of neighbours who had gone through something similar over the past years, we expected that we would probably have to stay in a hotel for at least a few nights, especially considering that it was now the weekend. However, Matthew got on the phone right away with one of his installation technicians, MacLean, and arranged to have an emergency crew out at our house first thing SATURDAY morning! He also loaded us up with portable heaters to keep areas of the house warm until the furnace could be replaced.
MacLean's two-man team that arrived the next morning was absolutely incredible. Despite the fact that we had just been hit with a major snowstorm overnight, they still arrived at 9:00 on the dot and got straight to work. They covered the main floor with mats so that they would not be traipsing in water or slush when they brought all their equipment downstairs. By 1:30 p.m. they had replaced the furnace and all the exhaust ducting – much, much faster then we had expected (we had been told they would probably need at least until 3:30). The house began to get warm almost immediately; the new, dual-mode Lennox furnace works much better than the model that had been installed previously.
I have rarely been so impressed by the work of a company. From the very beginning they knew we were quite distraught over the idea of spending several days in the cold, and the speed at which they got everything organized put us instantly at ease. It was also the small things that I really noticed about this company – the fact that they were able to leave us with space heaters until the furnace could be replaced was a wonderful touch. I have also compared their pricing online with a number of other large-scale heating companies, and in all cases AtlasCare's prices seem to be significantly lower. I was able to apply for financing right on the spot, and my interest rate, as well as my monthly payments are very low. I don't normally go online to review companies like this, but in this case I found that it was so well deserved. Very, very happy with this experience.
