After the ice storm, my furnace stopped working. I called Atlas to have someone come look at my furnace- they arranged for a 'diagnostic'- the person showed up, was friendly and polite. They told me that the furnace needed cleaning- it was very dirty, and that while there were no guarantees it would burn clean enough after being cleaned, they could clean it to find out (the alternative was me replacing my furnace). So, I set up a date to get it cleaned. The diagnostic was just under $200. The next person showed up 2 days later, opened the furnace, took one look at it and said it was beyond cleaning and couldn't be saved. He then spent 30 minutes creating an invoice and billed me for an hour and half ($220). When I expressed my displeasure that the diagnostic guy had said it could be cleaned, and that I was now paying twice for nothing to be done- I was told to take it up with head office. When I called head office to complain, I was sent to a voicemail. I left a voicemail and no one called me back. After 3 days, I called back again, left a message with a rep who assured me someone would call me back shortly. It's now 3 days later, and no one has called me back. I find it hard to believe that this company won awards in 2011 and 2012, given the experience I have been through. You'd think that customer service would be something they'd be good at. Maybe it's because I chose to not have them replace my furnace that they feel comfortable treating me like this.
Update- after writing this review and getting a hold of Mike- he was able to listen to my story, provide an explanation, and offer a refund. Recognizing that the ice storm has made things very busy for them, I am updating my rating and much more satisfied with their efforts.