Complaints

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  February 4th - was the install date for the new unit inside and outside. Feb 6th there were more issues and they advised the zone board needed to be replaced. Feb 9th the zone board was installed. March 13th there were more issues with the heat and duct work issues as well. March 14th, duct work "repair" due to the concerns with the lack of heating. Dec 22, more heating issues and the house would not get above 61 degrees inside my home. All of the duct work that is supposed to be attached to the handler has completely come off. The company sent a tech out to patch the issue until they could come back after Christmas. The tech that did the patch apologized and said that the install was done poorly and he took photos to deliver to the home office to show them. Dec 23 still no heat and had to call them back to my home. Tech came in and I overheard the conversation he was having with another tech about it being one of the worst install jobs he's seen. He fixed a wiring issue that was causing there to be no heat. There was now heat in the house but it would not turn off, even after turning off the thermostat. The manager Sarah said she would send someone out Dec 26th, no one ever showed up. When I contacted her she said it sounded like a relay and that would not be their fault. Techs showed up Dec 27th, and the tech admitted that he wired it wrong again upon his last visit and that it was fixed. I asked when they would be back to fix the duct work that was an issue due to the install. The response from the tech was that the office would schedule it and he didn't know. I have not seen or heard from them since.

  Business response

  01/09/2023

  Atlantis Heating & Air, LLC did in fact install the unit in February as Ms. **** states. The zone board that was bad has nothing to do with the new unit that was installed. That was a completely separate issue. Ms. **** has duct board in her home, and it did in fact come apart in December and detach from the unit. It was told to Ms. **** that we would do everything we could to get someone there in the 26th as it was the day after Christmas. Unfortunately, they did not make it. We did in-fact have someone there on the 27th. Ms. **** did follow up with a message stated that they were all finished up there and thanked me for getting someone out there. Any issue that Ms. **** has had we have addressed immediately and without charging her for which is covered by her warranty. 
  

  I can not speak for what another tech has said, or what she claims to have over heard. The employee that installed this unit is no. Longer employed here… all that we can do as a company is correct any of the mistakes that an employee has made. Which we are 110% willing to do. We have not had a gap in the schedule since the 27th to get back to Ms. ****s house and she did not make it seem as an emergency since we know each other personally and she had not said a word to us about it said she thanks us for sending the tech out to her. Knowing now how upset she is about this, we are making it our first priority to get someone back out there and have made concessions in the schedule and are waiting on a response back from Ms. **** to schedule at her earliest convenience. 
  

   

  Customer response

  01/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have been in contact with the company and have set a time for Friday for repairs to be made. Once repairs are made Friday, Jan 13th this resolution will be satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 28th of 2022 I contracted Atlantis heating and air to install a 3-ton AC unit in the first floor of my home and a one and a half ton split unit in the upstairs. Since the beginning of the installation there have been issues with the unit that have required them to make several service calls. Each time the unit is worked on and I'm giving a reason for the problem it works for a couple of days and then starts having issues again. Several times they have not shown up on time for scheduled service appointments or not shown up at all. Their explanation was that they called as many as five times the day of the service and that l did not answer although there are no missed call or voicemail on my phone. With having had several issues I told them that I wanted a replacement unit and was informed that that was not their responsibility that I would have to contact the manufacturer myself to file that claim. On November 19th one of my contractors informed me that the unit was not engaging and the fan was running and smoke was coming out of the unit. Clearly I am afraid to use it but I'm not getting anywhere with replacing the unit. The one and a half ton unit upstairs has never worked to which they said the electrical lines were run incorrectly to the unit when in fact they connected the 115 unit to a 220 line which consequently burnt out the motor. When I informed them of that they said that the split units were not 115 they were 220 but clearly on the side of the unit it states that it is a 115. I once again contacted them to see if they were working on getting a new unit for me I was told there was nothing wrong with mine and they would come over and show me that but that no one would give me a new unit. Clearly there is a communication problem and I am not getting anywhere close to a resolution and I have paid them in the amount of $12,200 and have no working unit upstairs or down. There has to be some responsibility on their side but they will not take any.

  Business response

  12/15/2022

  Good Afternoon, 

   

  First and foremost, I would like to start by stating the only thing factual in this statement is the simple fact that Ms. **** did in fact contact us in regard to installing systems for her, in a new construction home that half the work had been finished. Apparently because several contractors had walked off the job for one reason or another. When Ms. **** contacted us we immediately went out to inspect the work that has been done. The only work done at that time in reference to the HVAC system was the duct work. To which we told her we would provide no warranty for since it was not installed by us. There have been several delays along the way to which we have worked with Ms. **** because we understand that construction can be a difficult business. As per her contract she would receive a full 10 year manufacturer's warranty. Atlantis Heating & Air, LLC would provide a 5 year labor warranty as we have all through this process.  Each and every time we have come to Ms. ****'s house for what she claims to be problems with her systems- top date she has not been charged for. We have been to her home a total of five times for both units including today 12/14/2022. (After this complaint was filed) Each time there was no issue. The "smoke" she claimed was coming from the unit- was the units defrost cycle. WE have explained this to her over and over again. For reference when a heat pump system (condenser) gets too cold because of the outside air temperature, it defaults to back up heat strips, and defrost the coil. This can cause the unit to heat the coil and give off a "smoke" appearance, when really it is steam. 

   

  The heat pump system, (Trane) comes with a full 10 year all parts warranty. IF there was anything wrong with the unit, Trane would replace those parts at no cost to her. Since there is in fact nothing wrong with the unit, there is nothing to invoke the warranty. Trane, the manufacturer is who provides the ten-year warranty- not Atlantis Heating & Air, LLC. Ms. **** claims she is afraid to run the unit, but as of 12/14/2022 at 10am when two representatives were out at her home the unit was running and functioning perfectly. Although Ms. **** claims she is afraid to turn the unit on. 

   

  In reference to the mini split she claims to have been wired improperly, it was not.  The "contractor' she claimed to have looked at the system, and state it was wired wrong is in fact not a licensed HVAC technician, and at no time was authorized to touch or diagnose any part of this system. If turned over the manufacturer who void her warranty immediately and indefinitely. Which Mr. **** has been informed of on more than one occasion as per the documents that I will upload. The techs who were in here home today found that the unit had a malfunctioning board, just the like Trane system- the manufacturer which in this case is LG is providing a new board for the mini split free of charge to Ms. ****. Atlantis Heating & Air, LLC although not required to because of the unauthorized individual is willing to up hold their labor warranty and not charge her for the board to be installed. 

   

  Atlantis Heating & Air, LLC strives to be the best in customer service and HVAC in the area, and to date has won several awards year after year for our high standards and quality of work. We have continued to work with Ms. **** after her vulgarity, and threats. She has attempted at every turn to defame this business, including the baseless claims she has made in this statement to the BBB. I would also like to point out that Ms. **** claims that we have no shown up to her home on several occasions, as you will see from the uploaded text messages from Ms. **** that is also in fact false. She has cancelled, ignored text messages, and has claims of phone problems on several different occasions through this process. While I can sympathize with what sounds like a horrible experience for Ms. **** with this home build. Atlantis Heating & Air, LLC has and continues to uphold the warranty and standard that we strive so greatly to maintain. We hope that Ms. **** will cease and desist from this harmful practice immediately, as we continue to work with her to help her through this process. 

   

   

  For reference: Ms. ****'s messages are Gray. Ours are the green responses.  Also attached is a copy of the invoice outlining her warranty information and who would provide which warranty. 

  Customer response

  12/20/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ***********

*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. ↩