ATR General Services

My home warranty is contracted with this company. I had problems with my A/C. It is extremely hard to get a response to schedule appointment. The first guy came out and said the coil needed to be replaced and part had to be ordered which I had to pay 700.00 out of pocket. Called another 10 times another man came and said the same thing as the first. After a month it got done. Next the pan in my crawl space keeps filling up with water and I was told I need a 99 wet switch and I can pay them a extra 150.00. I told them I will contact the warranty company who I called and they couldn't even get a response from them. Now a New company is supposed to schedule with me. Terrible customer service and support. Do not use them

This is a review for their Virginia Beach/Chesapeake team. ATR was assigned by American Home Shield to respond to a problem with my HVAC. Technician arrived on time and was friendly. Reviewed a few possible problems, consulted with office, and left indicating they'd get permission from AHS for a part they needed.

Five days later I hadn't heard anything so tried checking with ATR without luck, then with AHS who left them a message to follow up. 8 days after first visit I tried again to reach ATR without success and still no returned call or response to AHS. By 11th day ATR was well past their timelines with AHS to send a diagnosis, so I asked for an escalation. By day 14 neither I or AHS had any luck, despite several promises from ATR that the diagnosis would be sent by the next day. The matter was escalated further to AHS contract management team. I finally reached ATR on day 15. They indicated the part was ordered, then backtracked and said they still had to get permission from AHS to order it. Promised they'd get the diagnosis over the next day. More discussion with AHS on day 16 and finally the diagnosis came in on day 17.

Diagnosis was the air handler had been bumped, damaging the evaporator. No mention of the part they quoted me on and no evidence provided on when or how the unit was bumped or how they determined that. Since I moved into my house they were the only other ones to even touch the unit, during a tuneup visit a month or so prior. AHS is of course happy to take that diagnosis to void the warranty claim.

At a minimum ATR showed horrendously poor customer service with their lack of follow up. At best they showed a lack of understanding of the problem and solutions, causing them to take an easy out to end the job. A likely and even worse possibility is they exhibit terrible ethics and lied to try to get paid directly by the customer or colluded with AHS on the outcome. I know either is unfortunately possible these days. Highly advise you avoid ATR's Hampton Roads team at all costs.

This company was assigned to me by my Home Owners Warranty. It took them over 2 weeks to get to me. The technician showed up, and within 10 minutes said it was the filter causing my HVAC unit to stop working completely. My 1 month old, 3M pet hair filter. I told him that wasn't the case, and proved to him that there was NO pressure change, without the filter. I was told that since it's working that's all they do. Now, when my air stops working AGAIN in 1 week, we will have to wait another 2 weeks after that to have a tech come out?! I'm not looking forward to the next 3 weeks if this is the case. I call shenanigans, and DONT appreciate being talked to like I'm 5. I ask questions, and get attitude, I make points about the get spoken over. I n9w am to sign the paperwork. Incorrect info was on it. He said to sign and he would change it. I signed and handed it back for him to chance, and he starts to walk away. He ignored me, got in his little van and left. Left me a bogus Supervisor number, but thats ok. Tomorrow is a new day to call back and talk to someone. This Company has no respect for the people keeping the lights on.

ATR is a contractor for American Home Shield. It took 5 days just to obtain a appointment. The technician took all of 15 minutes to diagnose the issue. As of 48 hours later the technician has still not submitted the authorization to AMS. After calling ATR for several days the representatives are not truthful by telling me that they have submitted when in fact ATR has not. I would not suggest using them at all. Their logistics and protocols are lagging and rather lack luster not to mention they are not honest with their customers. We are at day 7 and the A/C is still not fixed. Scrolling through the reviews this appears to be a standing issue with ATR.

I used this company through America Home Shield. I started this process on April 6th, it is now May 15th and my AC is still broken. ATR came out on April 11th and found a leak. They put in to order the part. I received a call from them to schedule to have it repaired. I had to pay for freon because it is not covered by AHS. I paid over the phone, I had to do this before they would even schedule an appointment. They came out on April 25th to put in the new part, but found another leak. The technician said he would put in for that part to be ordered and all the parts would be put in when they come back. He said it would be about 1-2 weeks. After 2 weeks of not hearing from them I called AHS. The never received the request for the second part and they had closed the job. The tried contact ATR to no avail. I tried calling and leaving messages, still no response. I have been calling AHS and ATR everyday for the last week. I still do not have an appointment scheduled. I am reporting this company to the Better Business Bureau. This is totally unacceptable.

Forced to use this company through my HSA home warranty. Issues:
- terrible at communicating
- provided 6-hour window for when they would show up
- Tech showed up and told me that he needed a ladder to complete the job. He could come back "later or tomorrow." He walked off to go call his boss and then drove off. No one from ATR communicated to me what was going on.
- After calling and failing to get ahold of anyone at ATR for 2 hours, a rep answered and rudely told me that they could not complete the request.

They absolutely worst experience customer service and service wise I have EVER EXPERIENCED IN MY LIFE!! AHS looses all credibility with me moving forward by continuing to retain this provider. Avoid them at all cost!! 3 months in, no resolution. Payed for service......they don't show up. What now. AVOID AT ALL COST!!!

The technician came to the house mentioned that I need a new HVAC system. I told him no problem because is cover under American Home Shield that was June 2nd it’s now June 16th and both companies are giving me the run around. If you won’t answer the phone you shouldn’t be on business.

I have AHS and they sent ATR out and these folks are some TRASH, they are LIAIRS. Told me they were ordering a part and a month later I still don't have the part and no working HVAC unit, when ATR came out my HVAC was working (not the AC ) now I have nothing working heat or AC. They don't have anyone that speaks English when you call and they are RUDE AS HELL, they have caller ID where they don't answer your call and want you to leave a message and they don't call back. ATR are scammers also American Home Shield (AHS) tell everyone you can NOT to use ATR or Amercian Home Shield they both are scammers and need to be reported and they are shady as ever. I still have an open claim with ATR and AHS so please verify my review its going all over social media and by word of mouth not to use these sorry tail (A$%) company's. and I'll be filing and BBB claim also on both companies.

ON TIME, Reviewed, explain and fixed my HVAC water leak.
One year later no problems leaks or HVAC issues. Great Company, The Best at what they do. Yes I recommend ATR General Services for heat pump related services.