AtlasCare reviews (2545)

Was quite pleased with the Service that was performed by Quinton. I was surprised at this young man's enthusiasm and professionalism which he displayed at the door upon first meeting and throughout the morning. He performed the service to my satisfaction and even taught me a few things about the Lennox System I had installed approx 2 years ago by a competitor. Quinton had much more knowledge of the operation of this system than the competitor's service reps...Atlascare ....keep up the great work and training of your service reps...definitely would recommend your firm.

We have been using Atlas for Furnace, Air Conditioner, & Gas Fireplace Maintenance for over 15 years. Their high level of service has been unequalled by any other service provider, period. They are prompt, courteous, friendly, efficient, clean, and of course knowledgeable. Emergency calls are responded to quickly (altho we have had one or two as Atlas keeps equipment well maintained). Atlas is also very good administratively: they contact us when equipment maintenance is due - we have never had to chase them. We always feel that they are doing whatever they can to keep us 100% satisfied. Today Eric became our new furnace tech, and we want to thank him in particular, he was a pleasure to work with. Eric was thorough (answered my questions in detail including every test he performed and the results), efficient (worked hard in an organized fashion, cleaned up, ...) and courteous. Atlas typically assigns one service tech to our home so there is continuity; Eric is definitely welcome back! I don't usually trust 5 star ratings when I see them, but I honestly do not have any comments for improvement, for either Atlas or Eric. We recommend them without hesitation. (Approx cost is for annual premium service maintenance contracts for furnace/humidifier/Air Cond./gas fireplace, and we pay monthly.)

Stephanie (#510) did a professional service, courteous, identified herself at the door, explained and answered my questions. She was very thorough in the service and presented me with an invoice listing the work performed and the specification obtained for the tests. Well done!

We had a GeneralAire humidifier (model 1042) installed on our furnace on Nov. 22, 2013. The work performed was flawless. There was only one problem… the place where the unit was installed is totally inaccessible. You would need to be a very small man to be able to squeeze in there to do any work on the system (see attached picture). When I pointed this out to the installer, he shrugged his shoulders and said “well that’s the way it’s installed.” However, when I later checked the manual, it stated that: “the humidifier may be mounted on the warm or return air plenum with equal efficiency”. In September 2014, my wife called Atlas to set up a yearly maintenance contract. The receptionist said that someone would get in touch with us. No one ever did. My wife called again two weeks later…. Same response, no one called back. So, we signed a contract with another company for annual furnace maintenance. Then in January 2015, the humidifier stopped working. When the repairman arrived and looked at the placement of the humidifier on the air duct, he said: “how the **** am I supposed to get in there??” He had to disconnect all the tubing to access the solenoid/strainer side of the humidifier to remove and unblock the orifice. He charged plenty. So, now I resign myself to changing the evaporator pad myself…. What should take about a minute to do, takes more than 15 minutes as I struggle to crawl in the cramped space and squirm about. If I were not so flexible (I weigh 160 pounds), I would not be able to get in there. In any event, the company that I have a contract with refuses to include the humidifier in the yearly maintenance due to it’s inaccessibility. They say that they would have to switch the two sides so that the unit is accessible (for a price, of course). So, obviously I am not a happy customer and I feel I was misled by the Homestars ratings for Atlas.

We have had AtlasCare's regular service plan for 8 years and recently chose them to replace our furnace. The quality of service was excellent. Rudy took the time to understand some unique features of our heating system and recommend some good options for us. John and Venicio installed the furnace professionally including new venting and thorough clean-up. The price was fair for the work that was done, and there were no surprises. They also made it easy for us to claim our rebate from IESO.

Having used various HVAC companies over the years to service/repair our 'temperamental' furnace, we decided to try AtlasCare this time after is stopped working again! We placed the 'emergency' call on the Sunday and, as promised, within an hour an engineer (Quinton) called us back to ask about the problem. As it turned out he correctly diagnosed the problem over the phone. He kept us informed of where he was in terms of calls in his queue, and called us 20 minutes before he arrived to let us know when he would be with us. He had the furnace up and running within 15 minutes and proceeded to run further checks/diagnostics to ensure nothing else was wrong. He was extremely friendly and professional to deal with. I will definitely use AtlasCare/Quinton again.

Very soon after our emergency call, Eric was at our door ! Friendly, enthusiastic, polite, professional, confident ! More importantly, he discovered and fixed two minor and one more serious problem. We also appreciated that he ran a number of tests and diagnostics after that to be sure the fixes were stable and adequate. Before leaving, he gave us a very clear accounting of what he had done. We could not have asked for more !

We are on a contract with Atlas as we'd had such good service from them in the past. They were in this week for annual furnace and fireplace check and as always were awesome. Really appreciate how they walk you through what they're going to do first then review everything with you at the end. Thanks Mark and Jeff.

To be fair we are probably not a 'standard' customer, we moved into a home that had some defects/code violations from a previous owners renovation project. However we found the experience a little more challenging than it needed to be. We fairly agreed T&M for the project but found ourselves having to scrutinize the time sheets and final invoice (double counting hours), having return visits to rectify poor quality first time work and then missed appointments for those visits. The back office staff were very helpful, they understood the frustration and escalated on our behalf but we didn't receive any other follow up. It may well be someone looking for maintenance services may fare better. Our one experience of a genuine service call was significantly better than the above, and if based on that alone the scoring would be probably be around 8.

On Nov. 29th my Rudd Furnace malfunctioned. A call to Atlas care promptly brought out Steve a technician who spent some time to assess the problem which was difficult to pinpoint. A second call the same date brought Steve back who found that the heat exchanger was the problem. He ordered the replacement part and left two heaters . On Dec 1st atlascare advised that replacement part would take at least 2 weeks. I phoned management to express my displeasure. However I was contacted by Nemo Director Customer Experiences that he and Alex Senior Dispatcher contacted all their suppliers and were successful in locating the exchanger. It was installed the next day. I highly commend all three employees for their customer care and help. Communication between Atlascare and their suppliers as to timing issues to obtain parts is essetial