1 Jan, 2018 → by ClaimboUser576713
Unprofessional, lack of integrity, poor customer service
*SOLVED

2

We called Atlanta air experts to schedule someone to come out and inspect our two ac systems, and fix our condensate pump because water was leaking all over our basement. When the technician came in our house, he addressed my husband by saying "sup boss"; and later, after I had to show him how to work our thermostat, he said "word". If you are going to represent yourself as a professional, you should refrain from using slang to speak to your customers. I asked him what the inspection covers (since the valpac advertisement says it's a 30 point inspection), but he could only tell me three things that he was going to look at - freon levels, electrical stuff, and something else (I can't remember). So after he had to call someone, because he didn't know how to check the freon levels in our system, he said everything looked fine. I took him downstairs to the leaking pump so he could see what the problem was, and he replaced the pump. The next day I noticed it was still leaking. So the pump didn't need to be replaced after all because that wasn't the problem. The technician didn't take the time to see what the actual problem was, he just replaced the pump. It turns out that our pump was fine, it just needed to be slid back a little bit so that the drain pipe was at an angle for the water to drain down the pipe instead of on the floor. The technician should have seen that, if he knew what he was doing. When I called Atlanta air experts because they didn't fix our problem, the girl I talked to told us that we made an appointment to have our condensate pump replaced, and that's what they did. Implying that it was my fault because that's what I asked for. I told her that I expected them to look at it first and see what the problem was, I'm not the AC expert. She then said that it should have been ordered as a service call. Again, not my problem. I don't work for your company, so I don't know how it should have been ordered. I expect any professional to find out what the problem is before they try to fix it. After much arguing, over several days, they decided that they would refund us the money after I sent their pump back to them, and then they would send our pump back to us and then issue a refund. When I called to see if they would send us our pump first, so I didn't have water leaking all over my basement, I was told no. I asked the girl what I was supposed to do for a week, until I got my pump back (I didn't know if I could run the system without a pump, and was calling to get some information); but I guess the girl I talked to was less knowledgeable than I am about AC units; because she replied " I don't know, I guess you'll just have to turn your system off until you get your pump back". So I offered to drive out to Alpharetta to return their pump, and pick our old one up, but I was told I wasn't allowed to do that. My husband also called, to see where our pump was, since the technician took our perfectly good pump when he replaced it, and he was told, "its on a truck somewhere, and it's none of your business". The customer service has been horrible! Everyone we've talked to at Atlanta air experts to resolve our problem, has had an attitude. They are very unprofessional and their work ethic and integrity are questionable. The last time we spoke with someone, they just decided to refund our money and let us keep the pump that they installed because, "it wasn't worth their hassle". Once they got their money from the job, they were not willing to do ANYTHING to attempt to keep us as a customer. Two days after their technician came out and gave us a good report on our systems, our capacitor blew out. Coincidence? Needless to say, Atlanta air experts was the first company I thought NOT to call! I would never recommend them to anyone!!! Still waiting on the refund to post...
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