I called Altas care because I was looking for a reliable company to service my 15 year boiler. The boiler is still in good condition with at least 10 years left in it. I decided, after talking with the customer service team and technicians to purchase the service package for my boiler which costs about $300 (tax included) and includes a maintenance visit. I had the maintenance visit last week and unfortunately no sooner had the technician left did my boiler no longer work!
By the time I realized that I had no heat it was a couple hours later and the Altas Care office was closed. Since I purchased the service pack which boasted emergency service I was not worried. I called the emergency service and a technician called me only to tell me he was the only person on duty that night and could not make it to my house, but he told me I would have someone at my house the next day first thing between 7:30am-8:00am. Fine. I packed both my children (2.5yo and 6mo) into our bed with extra sheets thinking that someone would come first thing in the morning. 8am rolls around and no one at the house. I repeatedly and when I finally got through I was told that no note was left about my discussion with Altas Care after hours the previous night and they would have to wait until 4pm to have someone at my house. Needless to say this was unacceptable and after speaking with a manager I was able to get the appointment moved up to and 11:00am-12:30pm appointment. When the second technician shows up I am surprised to find out I have to replace a very expensive part on my boiler (~$300). A part that I replaced less than a year ago with another company, a part that was working just fine until I had my boiler maintenance visit. When I called Atlas care to discuss this very coincidental repair I was put in tough with Nimo, the customer service manager. Once I vented my story we were able to reach a workable solution to placate my otherwise frustrating experience with Atlas Care
So after all this why would I rate them so highly? Well since living in my house I have had a problem with my boiler almost every year (why I got the service pack from Atlas Care) and I have dealt with many heating companies in Toronto. I know an unbelievable amount on the mechanics of my boiler because I have had so many shady companies try and get me to spend outrageous amounts of money to replace parts that aren’t broken. Of all the companies I have dealt with, Atlas Care is miles above the rest. First, the technician who came to the house to do the repair with very competent and knew exactly what needed to be replaced. He didn’t fuss around and make up issues and more importantly he didn’t drain the system, which is messy and expensive. Moreover, Atlas Care was able to deliver the part to my house rather than the technician having to leave and get it (huge plus). No unnecessary labour time was used and I didn’t have to wait for hours for the technician to track down parts. Second, the customer care was exceptional. During my day with no heat I was not easy to deal with and everyone I spoke with sympathetic to my situation and did what they could to expedite a solution. The manager Nimo could have dismissed my case as a ‘one-off’ but instead he worked with me to come to a workable solution that I was happy with and mended the relationship. Because of this I am very confident in recommending Atlas Care, and to paraphrase Nimo “even great companies have bad days, but it is how you deal with the bad days that make the difference”
