ATR General Services

The technicians are good however the back office support is less than world class. The initial request took a week for a technician to arrive. He missed his appointment and came the next day.
Repeated phone calls for status required me to leave a message which no one responded too.
The company does not receive approvals from AHS by email. I had AHS send three approvals through various means and the staff still had no record of receiving them.
When I did get a person who finally got approval to finish the work it was going to take another week for the technician to arrive. Not satisfied with the response time I asked to speak to a supervisor. I was told by the person on the phone that I could not speak to a supervisor! I insisted that I was not satisfied with the response time until I finally got a quicker response time.
I have had multiple companies in the Hampton Roads area service my A/C unit. They are usually out in 48 hours and able to get approvals and satisfactory results within 72 hours.
Overall it took 18 days to get the system recharged. Now it is out again! Unsatisfactory!

Very friendly and professional company. The technician was very nice to me and my family especially the kids.

He did a great job installing a new attic fan despite various difficulties in where it was located.

He was very timely; when he said he was going to show up at a specific time he did and he worked very efficiently. He never gave more then a 30-60 min arrival window which was nice considering some companies give an 8 hour window. Then you're stuck waiting all day. He even offered to come work earlier if we were available.

The company had good communication with me especially in regards to issues with my home warranty company. I was able to get those issues resolved quickly once I was aware.

Overall a very pleasant company to work with. Don't be fooled by this seemingly small company. They can get things done quickly and effectively. I would recommend them to anyone needing their services.

This is the worst company if you have any HVAC issues. I have not had AC for over a month. They have been to my house more than 6 times since July 6th and today is August 12th. The tech went to the wrong house and now will not come back until next wee. The person in the office hung up on my husband when he called them. Don' use them if you want something done.

After having a HORRIBLE experience with another company. My Home Warranty assigned me ATR services to replace my compressor. I was not in town for the diagnostic however, my mother was able to be there and was very impressed by the staff. When I returned home to get my AC fixed Everyone was Very professional, my technician, James Kendrick, and all staff were knowledgeable and polite. I would highly recommend this company. They answered all of my questions without any delay. James was AWESOME!

This is the worst company American Home Shield could use. They don’t respond to your calls. They lie about what they tell you. When AHS Call they give them a different story from what they tell you. Service is extremely SLOW. Air conditioner went out 24 August and they still have not came to repair it. I had to go out my pocket and pay another company to repair my AC. ATR wants you to pay before they put Freon in your Ac and then they will schedule someone to come out. They like to play games and never come. They keep changing appointments or saying part not in. Not sure why AHS is using them. When the tech came he claim to have fixed a leak. That was a lie. I DO NOT RECOMMEND using ATR at all. Over all POOR service.

We wanted to have an HVAC system check-up through American Home Shield to show we're taking the correct steps to protect the system. They recommended this company; that's fine. They advised twice no one needed to be there as the system was outside; that's fine. I get a notification from my Ring doorbell that they're there and after speaking with him through my doorbell camera, he advises he needs to come inside the home. I have my mom drop what she's doing, head to my house, put my dogs up, and let him in. While he's in there, he performs some small maintenance on a filter, was informative to my mom about a few things, and then gave me a call. He advised, "I would recommend not using the DOWNSTAIRS system because it might cause more damage as the coils under the house are freezing the more you're using it." Further advised upstairs is working fine. So, we agreed to reach out to AHS to have the downstairs "problem" fixed.
I get home SEVERAL hours later and my home is cold and I can hear the air is on. We set our home to 71 degrees in the summer. I checked the downstairs thermostat and it's SET ON 60 DEGREES and my home was 64 degrees. So, he advises not to use the system, but sets my air to 60 degrees and leaves it? The work order writes, "recommend not running system to prevent damage" from the technician....but then you run my system for hours while I'm not home and set MY HOME's temperature 11 degrees colder than I keep it. My upstairs was set at 64 degrees and was ALSO on. So were you TRYING to break my system for the extra work? We used our OWN resources and will be having someone else perform the work. There's a reason their reviews are poor.

Only used this company because .... sigh... Im an AHS customer... 1st issue: They were late yet notated via email their tracking status and original time was 1131 arrival.. Showed up at 1245. 2nd issue: Technician smelled of cigarette smoke and I have a medically fragile child and very unprofessional didnt have shoe covers etc... 3rd issue I explained the issue... and that a plumber previously had checked pipes after water was leaking from ceiling fan and water stains showed up. and upstairs ac unit wouldnt maintain temp evenly. He saw a fallen piece of insulation in a hole plumbers made in ceiling and said thats the problem.. your house isnt insulated to code...DIDNT even look outside at the units or drain line. I had to insist he look in attic or he wouldnt have and again proceeded to tell me my unit was not up to code and would have failed inspection. My house is 5 yrs old!!!! I was present for the city inspection and the VA loan home inspection both passed flying colors and the HVAC units were part of that My drain pan has a shutoff drain at the water level and he told me I had to have a floater switch. SPOKE to builder of home and he said in newer home either or is acceptable and water damage would be covered. He also stated he didnt see my ductwork and that condensation was caused by insulation falling and said I HAVE to hire a handiman. Basically blew off the issue when I knew it was plumbing or AC as those only things between floors.. He then said water damage isnt covered by Ahs when no float switch however my drain pan was dry .. i asked if it was the insulation wont that mess my ac up and he said yup .. and said my boss will code 99 it and proceeded to write insulation causing condensation not HVAC.. EXCUSE ME isnt condensation occurring in Hvac for a reason... Turned out the piece he saw falling had absolutely nothing to do with issue but he would have known that had he bothered to look for my ductwork. DO NOT let AHS send this company to your home... communication is poor, techs are rude and do NOT DO A thing.. Except tell me my recently inspected home was not up to code and a safety hazard... He said he was going to inspect system and coolant and didnt do that either ... again i had to insist he look at units in attic .. I agree with above reviews they most definitely say anything to gget claim denied by AHS.

This has to be one of the worse companies on earth! The voicemail is a JOKE!! No one every returns a single call, technicians lie so they can charge for services that are not really needed and managers never return a call. Avoid them at all cost! Don't waste your time talking to a manager either and if you do you will understand why they are rated so low!

My name’s is Demetrice but it is coming up under my son Eric. Your company replaced my compressor last year through a claim through American Homeshield. The compressor was not bolted down which caused my fan to keep hitting a metal metal due to the vibration and it bent the fan blade. I had to pay a company to drop the fan blade, bend the fan back and bolt the compressor. This cost me $100. This is unacceptable and I will be reporting it to American Homeshield.

DO NOT USE THIS COMPANY! My home warranty sent out this company and the worker showed up and told me my dampers were the issue and said he would contact the warranty place and have them send someone else out. He never did so I called the company and left multiple voicemails and never once got a call back. I contacted my home warranty company who then sent out another company for the so called damper problem and the guy told me that was not at all my issue and the previous worker was just to lazy because my duct work needed to be replaced. I called ATR again left yet another voicemail and STILL NEVER RECEIVED A CALL BACK. GO ELSEWHERE THE CUSTOMER SERVICE HERE IS NON EXISTENT.