EDIT: Received a call from Nimo, the Customer Experience Manager, who turned things around. He listened intently to the issues I raised, provided helpful go-forward suggestions in dealing with a system that was sold/installed incorrectly by another HVAC company, and helped recover the relationship. His expertise and his plan for quality repair was most appreciated. This “hiccup” will not dissuade me from using AtlasCare’s services again soon.
The on-site technician, Leonard, was very helpful and got our system up and running. Thanks!
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Noticed late evening on Sunday that my air conditioning is not working. Thought that my service plan with Atlas Care and their 24 hour service would be useful - I was wrong.
I called in at approximately 9 PM and got the answering service. Got a prompt call back from a technician who said that he would not be able to make it out in the evening because it was “too dark outside“. He insisted that I simply call back in the morning to schedule an appointment. He finally offered to send an email message to dispatch on my behalf to have the tech visit scheduled.
In the morning, I didn’t receive a call, so I called in myself. Spoke to an agent [Marlene] who kept asking the same questions over and over, who insisted I was on the wrong service plan [despite being on this plan successfully for many years], and who eventually hung up on me when I questioned why I need to be on a different plan all of a sudden.
Thoroughly unimpressed with the low quality of service for an emergency service call.
