Complaints

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 19th 2017, we signed a contract for 3 mini ductless units. Paid $12,000 total. Since the day Atlantic refrigeration installed the equipment, we've had many ongoing problems. We contacted them many times and usually received no response. The few times they showed up none of the issues were fixed. We continued to email and call, but the last time we called the secretary was hostile and threatened us. We decided to contact another company, who then fixed our issues. These issues should've been taken care of by Atlantic refrigeration and covered under the warranty. I will upload the contract and the bills included. We would like a reimbursement of $400.

  

  Business response

  07/19/2024

  We are genuinely sorry to hear about the ongoing issues the client has experienced with their mini split units since the installation in 2017. Our customer satisfation is important to us, and we regret any inconvenience this situation has caused them. We would like to clarify a few points for accuracy. In 2020, we returned to this location to replace two condensate pumps that were not covered under the warranty. Unfortunately, the invoice for this service, totaling $642.00, remains unpaid despite our numerous attempts to collect payment. Additionally, we have conducted several service calls to this location since then without charging any further fees or parts costs. 

  Additionally, we have not heard from the customer since October 2021 and, we were unaware that there were any ongoing issues. This property is a seasonal home for the clients and, we have always been willing to accommodate their schedule and address any issues upon your return each season. We strive to provide exceptional service and address all customer concerns promptly.

  At the time of receipt of this BBB complaint, we were in the process of responding to the customers negative google review, to seek a resolution to satisfy both the customer and Atlantic Refrigeration.  We are awaiting a response from the customer at this time, to accept or reject the resolution that has been offered. 

   

  
  

  Customer response

  07/30/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The response from Atlantic refrigeration is not accurate. We have contacted them this year as well as every year before trying to fix all the issues.  We have supporting photos  showing how Atlantic refrigeration improperly and incompletely installed the insulation on the refrigerant lines causing the lines to sweat and creat black mold in the attic, other supporting photos show trash and replacement pumps left scattered in the attic, then leaving us with no other choice but to contact another hvac company to remedy the system.  Regards, Complaint ID: 21998298    

  

  Business response

  10/29/2024

  Atlantic Refrigeration & Air Conditioning, Inc. has been in business for many years, and we strive to provide 100% customer satisfaction during every interaction. However, we cannot resolve issues that we are not notified of.  Our last communication from this customer was on 4-18-22.
  In July of 2024 the customer filed a BBB complaint, and they also put an anonymous Google review on our account.  Due to the complaint details in the google review, we were able to confirm that it was Mrs. ****** who submitted the google review. We replied that we had not been notified by the customer that there were any ongoing issues and, we would have made them right, if we were advised.  We also offered to credit the $642.00 past due invoice if the customer would remove the google review and close the BBB complaint as satisfied.  To date we have not received any additional communication from the customer and, the google review and BBB have not been removed/resolved.  Therefore, the $642.00 past due remains valid.  Please see our attached 7-17-24 email to the customer offer this.
  As this is a seasonal/weekend residence for the customer, we made several concessions and worked with the customers to accommodate their schedules and availability.  In some cases, we returned months later and, with no charge, to check issues that had occurred previously.
  The documentation that the customer submitted from a competitor is for a service call that they had on 6-24-24, in which that technician also stated that they could not find any issues and recommended that a new pump be installed if the problem returned. And, on July 2, 2024, the competitor installed a new pump and, they also charged the customer for labor to install a warranty pump.  Atlantic Refrigeration & Air Conditioning, Inc. was not made aware of any issues with the equipment after our last visit on April 18, 2022.  Additionally, the customers did not have any preventative maintenance agreements, with us for their equipment, which is recommended, especially with their proximity to the coast and, the ocean salt air.
  As indicated on our quote, that Mr. ****** signed on 6-22-17, the equipment purchased had a 1 year labor warranty on all workmanship and equipment for 1 year. Additionally, we registered that equipment with the manufacturer, which provides a 12 year compressor and, part warranty only. (labor is not included in the 12 year warranty) 

*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. ↩