HORRIBLE experience. First, terrible customer service. Girl on the phone is consistently snotty and rude (I have had to speak with her multiple times). Refused to give me a time for an appointment and said that I would just have to be home all day so the technician could call when he was on the way. Tech didn't show up until almost 4PM. I had to take an entire day off work because these people can't figure out how to book appointments.
Washer was being fixed as part of a recall that is known to cause house fires. Tech showed up with wrong part (he didn't even read the work order and bought stuff for the wrong recall), then tried to tell me there really was no recall on my washer and didn't acknowledge he was wrong until I told him that I had already called the appliance manufacturer to confirm that there was a recall. Again, this is a recall known to cause HOUSE FIRES and he tried to deny that it exists it to cover up his mistake. He laughed about bringing the wrong stuff and walked out of the house - no word on rebooking or anything. Still not fixed. Snotty phone girl called me to book, refused to acknowledge my service issues, demanded to know why I wanted to speak to a manager and then told me nobody was available. NEVER USE THIS COMPANY. They are awful.
I have already called my appliance manufacturer to advise them of my horrid experience and have asked them not to use this company anymore. They assured me that they had talked to this Atlas and Atlas had promised them that they would book me in on the same day the part came in because I've now been without my washer for 2 weeks. Snotty phone girl stated she knows nothing about any of this and told me they were too busy to come until the middle of next week. Still refusing to give me an actual time for an appointment and seems to think it shouldn't be a big deal for me to take YET ANOTHER full day off work to sit and wait for a repair tech who may or may not read the work order and show up with the right parts.
I will never use Atlas for anything else. I advise you don't either. They are unreliable and rude. Poor follow-up, poor punctuality, poor timelines and terrible service.
EDIT: In response to the company response below. I managed to find the recall information on GE's website... including a photo of my washing machine as there were 2 different control panels and only one (the one I have) needed the control panel. In speaking with the manufacturer of my washer, the parts you brought were for a 2012 recall, as there was only one recall in 2010 for my washer. If there was any confusion at all in regards to which recall it was then you should have contacted the manufacturer and asked... seeing as it took a week and a half for you to come to my house the first time you would have had time to order parts.
Second, in regards to your "two business days" response. You tried to book me for Tuesday. It's Thursday today. That is more then 2 business days. Also, I was never offered a weekend appointment, or I would have taken it.
Yes, the repair tech did call me at 9AM on Monday to let me know they would be there between 2 and 4.. but since I didn't get that call until Monday and I work a significant drive away from my house, I was not able to schedule my work day to accommodate an appointment that would not be known until 9AM and therefore had to take the day off. Had I been told when I booked the appointment that it would be between 2 and 4 I could have made arrangements. To be clear, the initial day off for the appointment was not a problem. I expect to need to make an appointment and perhaps to even have to wait when an appliance repair is needed. I also expect the company hired to do said repair to do their due diligence and ensure they have all of the parts required so that things go smoothly, especially when there is at least a week wait between the time the appointment is requested and the actual appointment.
- Approximate cost of services:
- $250.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Sorry to hear about your recent experience. However, I would like to clarify some concerning points. You did not have to be home all day as the technician phoned and spoke to you before 9:00 AM to give you a two hour window of 2:00 - 4:00. He was there within this time frame. The complaint we were given was "2010 Front Load Recall." GE's dealer website does not indicate any recalls for your particular model number. This is what the technician was trying to inform you. The most common recall is for a replacement and reprogram of the control module. The technician had the part necessary to rectify this recall. Once he looked at your machine, it was discovered that you require a thermistor and harness. We now have these parts and you have been booked in within two business days. We do work on weekends if you are unavailable during the weekdays. No one books an exact appointment for field service as calls prior to yours can take longer to less time than anticipated. Even when timed appointments are made at a doctor's office, I have personally waited a couple of hours in the waiting room before seeing the doctor. We must be doing something right as you still want us to service your machine even after GE offered to get a different service depot for you. Again, we apologize if you feel you were treated rudely.