ATR General Services

My home warranty company set ATR to be the service provider to repair my HVAC system. After 2 times contacting them with my service request number and me telling them to call my warranty company to figure out why they have no record of my service request they finally and continually told me they have never been to my house. Well no clue you have never been to my house that's why I'm calling you! Then I asked 4 times to speak to his boss, which turned into me demanding to speak to his boss. 1. I could hardly understand him, 2. I am telling him something but he will not listen and 3. he was clueless! I was told "NO" and "That's not going to happen". I am not sure where he was located but I will never use ATR as my service provider, infact I would leave my warranty company before I would let them in my house! I was given a new service provider and he did a great job and actually laughed when I told them about this company because he gets so much business because of their garbage work quality and customer service. He knew what company it was before I even told him.

Office staff friendly, however operate what feels like fraudulent business practice. Demanded multiple times for job to be paid in full prior to work being done. All they told me was I needed Freon… no actual invoice w diagnosis OR explanation as to what was wrong that caused the Freon leak to begin with. Simply stating, in broken English, you need 2 pounds, Freon and you must pay before we do anything. And repeat. Hmm….. more than slightly suspicious. And the tech was a real jerk. He sat in his car while the office called to again try to get payment before any work done. I again explained I’d happily pay AFTER work done to include going inside home to assess if AC working. I had to ask the office to get tech to come to the door and when he did, he was rude and walked away and took off when I tried to speak to him. Would NEVER use these guys or recommend. In fact I’d caution anyone who decides to.

Horrible company! Do not use them! Only good thing was the technicians that came out were knowledgeable and quick to complete their task.
Now for the bad news... for starters, if you try to call them no one will answer and you could sit in a hold loop for an hour plus. Secondly, they will lie to you. My part was “damaged” on two occasions. On the first occasion, I was called and asked if they could move my Appt up. I waited at home the next day and no one showed up. After calling and sitting on hold what felt like forever, I was told that the part was damaged and the tech wouldn’t be out to do the repair. Lastly, I was charged $900 for Freon BEFORE they would even schedule my repair. I should have known better, but I paid it in hopes that it would speed up the repair. It didn’t and it took 5 weeks and 2 days to get the repair completed. This poor level of service cost American Home Shield and ATR my business. Never Again...

DO NOT give your business to this company. I had a AC system installed through AHS and it was not fixed correctly so I have no AC. ATR scheduled my appointment on the 4th of July knowing they were going to be closed and assured me they weren't. I called on the 4th and the office was closed. Instead of making time to correct the mistake the next day, they told me I would have to wait 5 days until they had an open slot knowing they were at fault for scheduling on a holiday when they were closed. Terrible service and the representatives always say that there is no manager present when you ask to speak to one.

The most horrible experience! Waited a month to get AC fixed in dead of summer. You couldn’t understand a single person who answered the phone, WHEN they answered the phone. If you didn’t choose the option that said AHS rep only, they never answered. When you did talk to a person, no one knew anything -their answer: “call American Home Shield”. Could never speak to a supervisor. It was by far the worst company I have ever dealt with. DO NOT USE.

They are very nice guys but don’t know nothing about heating. 1. They don’t answer there phone … 2. must leave a message …and 3. Juan no longer works there…We have old heater and this Is fifth time ATR came out to fix our furnace. My husband said they need to order the part not just clean 🧼 dust the unit … Please just do your job ATR technicians.

ONLY GOT 1 STAR BECAUSE IT DIDN'T GIVE ME THE OPTION TO LEAVE LESS. I went through American Home Shield (horrible company) to have my AC unit repaired. Tech came out late & said he needed to order a part. The part didnt come in time & I wouldnt have known unless I called them to get a status. Then the tech came out, the unit was noisy & he said "I'm not a robot, I cant get it any quieter". Two weeks later, the AC breaks again & when I call them to send someone out, they said "sorry, we only warranty our work for 5 days". So now I have no AC & have to go through the process all over again with another company. STAY AWAY FROM THESE PEOPLE!!

This was a service call through AHS for my upstairs central a/c. It kept cutting off. It took ATR almost 1 week to come out. I explained to the technician what was going on. And that I thought it is a thermostat issue. The outside unit was not frozen or anything like that, and was full of freon. He couldn't find a problem, but did tell me if it happens again to call his company directly. The a/c was working of course the day he came, but I asked him to look at the thermostat. He said no because everything was working. Today, 6 days after appointment, the a/c went out again. I called the local number for Richmond, and the first 2 calls got disconnected, or it kept ringing, no voicemail nothing.Finally I got a lady on the phone and explained to her what is happening and what was told to me by the tech. She kept interrupting and told me to call ahs back. I got a little frustrated because that's not what the tech told me,and I simply wanted to let her know that. I asked her if they could come out anyway, but he way, I had many other companies do that, but nope she got rude and hung up on me.
How is this professional? What if I wanted to do business with them in the future? That's not going to happen now, nor will I ever recommend ATR to anyone! It is over 100 degrees outside and will be very hot next few days. This company was a nightmare from the beginning. They were hours late on the day of the appointment. No call...I had to call them after waiting 7 hours.
I do want to add though that the technician was very nice. He should go to work for a professional company, not a business that is rude and hangs up on their customers!
Now I'm on a very long hold with ahs again, but I will make sure they will not assign ATR again. I will never do business with them again, nor will I ever recommend ATR to anyone!

This is the worst customer service I've ever had. Our furnace flue pipe broke yesterday and we called ATR through our home warranty company. The contractor from ATR came out right away, wrote an invoice and said he'd send someone to fix the problem. 36 hours later, I have no heat in my house, it was 29 degrees this morning and we've called several times only to get the answer of "we can't send anyone out there until at least Tuesday" that would mean we'd be almost 5 days without heat in our home. What a joke. I will never recommend this company to anyone. Nor would I recommend American Home Shield. Beyond poor service. Huge fail.

If you get this choice from your warrenty company, just pass. Worst company ever. The customer service is non existent. Told me, billing department was too busy to take my payment so I will have to wait to schedule my appointment. If you don't call and hassle them, you will never get a response. The only good thing is the tech that came out to fix was amazing. I give him his props.