BUYER BEWARE...STAY AWAY FROM ATLAS CARE
This use to be a great family owned company and from my understanding it has been bought out (as have others) by a finance or insurance company..not sure which.
I had previously been a member and had my annual maintenance done by Atlas Care before with no issues. I fully trusted them until now.
I had a tech Rick came out to my home over one week ago and due to COVID I did not come down to the basement to watch what he was doing. He certainly was friendly enough but told me verbally the BAD NEWS...my chimney had collapsed (how did he know?) and that he visually inspected my heat exchanger and saw a small crack in it and therefore had to shut off my gas. (I now understand they have to test this with a meter...as visually it is very hard to see...according to a tech that came out from another company)
When Rick told me this bad news, I was shocked...but I thought to myself "it is a 39 year old furnace" so at first I was confident with his assessment ...until he left and I started to think about it. I wondered if he had taken any pictures of the 'crack' in the heat exchanger as he did not write 'cracked heat exchanger' in the written report (he later told me on phone when I called, that he tried but was unable to take pics since it was difficult to do so). He wrote defective heat exchanger instead, but interestingly enough he did not write anything about my collapsed chimney. By the way I had my chimney assessed by an independent chimney company and my chimney had not collapsed at all. Arrangements were made to have a quote done on a new furnace and it was conducted the next morning per my request. A very nice man came out and spent a long time examining the area, measuring, photographing etc. He promised me a quote by the end of the day since my gas had been turned off (no red tag on furnace) the day before. Since there was no quote that evening, I called Atlas care. They really didn't have an answer so I called back the next morning. The office had no idea what had happened and why I didn't have a quote emailed to me, however they were going to look into it and call me back....which they never did. Four days later and about 4 hours after I sent an email to the company I received an apology from the guy that came out, with an explanation to his 'tardiness' and a basic quote for the furnace/warranties etc...but nothing about the install etc. At that point, with the lack or concern that Atlas Care had shown towards me...knowing I had no heat and now it was day 5, I was staying away...huge RED FLAG!
Bottom line...I don't think Atlas Care really cares anymore and certainly from my perspective I do not have the trust in them I use to. Regarding the heat exchanger...was it cracked? Maybe? due to age of furnace...but the chimney was in good shape and viable and is now vented to a new furnace...so that was not an accurate guess by the technician as there was no way he removed the vent and checked. So of course one has doubts about the rest of the assessment.
Although I am upset and angry at how I was treated by Atlas Care, I still feel badly writing this review. However, it is my moral and ethical responsibility to tell others of my experiences so they are fully aware of how Atlas Care is treating their members/clients since it has been sold
