Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired ATR Mechanical to install my airexchangers we well as my heat pumps on a new build. I specifically asked for well trained and qualified employees and the owner promised me they were red sealed and knowledgeable. I was given a verbal quote of $3000 for each airexchanger. In the weeks they spend installing the two air exchangers,it was very obvious they had no knowledge of proper installation, my builder had to point out numerous mistakes that had to be fixed,and so I continued to message the owner with these issues. I was getting no response. After getting tired of the many mistakes and mediocre work and lack of communication, I decided to go another route and hire another company to install the heat pumps. I asked ATR mechanical to finish the airexchangers which they started. The owner then had a look at the job, and realized it was mostly installed wrong, and had one of the employees return and tear down all the existing rough in’s and start all over. (One of the two workers was high while working on our house, which is one of the reasons I found another company). I This took many more hours. I am now charged for on the job training and the initial verbal quote went from $3000 to now $4500. My contractor had to go ahead and fix many of this company’s mistakes since they ignored my emails about issues. So now the owner is asking my to pay for their mistakes, after I already paid my contractor to fix them. In total, for installing two heat pumps, the quote said it took 150 Hours and a charge of $10,350. There was no written quote even though I emailed several times asking for it. I have paid $8350, which is even more than the original quote, but now the owner says he will send it to collections. I included pictures of the many mistakes we had to point out during the touch ins, and I have all communication printed. I need help to solve this matter and and advice you can give me would be greatly appreciated! Thanks, ****** ********

  

  Business Response

  Date: 07/09/2023

  Good morning,
  Thank you for your response on BBB. I understand your complaint and we manage true it. Please find attached the estimate approved that we were going to install at the time. when we discuss the HRV install the week prior. you wanted us to do the HRV as well, During this discussion, our experienced tech was prebooked for 2 months and specified that we would get it done but will need to ensure to keep a close eye on the project. This is why I got some ducts relocated.  I did a Verbal quote for go cost of installation at 3000$ to 3500$ because we had the installation of the Mini split system and were happy to help. However, during the HRV install the client lost faith even if we fixed everything and got a proper balancing report done see attached. She decided to go with a different company which caused confusion on the customer end of things. We were blamed for the exhaust fan of the bathroom not being installed correctly as per the picture, but we have not installed any exhaust fan. As per the pictures, we were blamed again for the Dryer vent not being installed not properly, but again we have not done this. The other contractor performed the installation with elbows only.

  
   Picture taking of HRV and siding was an old picture as we did not have siding in place when drilled outside venting, we have since gone and cleaned up the wiring and run-tested the equipment. When the client told us that they would cancel the approved quote for the heat pump, I mentioned that the HRV price would be different at this time as we were going to cost.
  

  Concerning the concern of a technician Being high is the first time I have heard this, but I was aware that he had bad language and dealt with the situation at the time. This employee was let go on the spot due to concern about customer service.

  
  We have done multiple jobs for this customer in the past and was the very best. Her Mom is a sweetheart. We had to make sure the client did not pay for our own mistake, this is why I have attached a job costing report to show our loss on this project updated 08/15/2023. 4500$ for 1 HRV install is not expensive and it is in the competitive pricing. We normally do HRV installation in town(Fredericton) for this amount. ****** was 1.5 hours away from Fredericton. That being said, I am Sorry to hear about your experience with ATR.  
  
  Sincerely,
  ***** *** ************
  

  Customer Answer

  Date: 13/09/2023

   I am rejecting this response because part of the statement of response from ATR mechanical is inaccurate and is news to me. The initial verbal quote was exactly $3000 for each unit. The communication was very poor on their part during the build. I have numerous emails and text messages sent to the owner of ATR Mechanical that went answered. I asked several times for the cost or quote, again unanswered. These requests were over the duration of the build and were also ignored. The only way to get a hold of the owner was through his uncle, who was working on the build. It's unacceptable to not answer our request for a cost, yet send us a bill that is almost double the verbal quote. As far as the owner saying his company was too busy and they would fit us in, this is the first I am hearing of this. 

  The workmanship during the first week of installation was very poor and the two installers had little experience with air exchangers, even though I have written emails asking for qualified and experienced workers. My contractor and builder had to constantly ask them to fix mistakes as it did not meet code or was poor quality work. 

  I have gone ahead and paid the full amount requested by ATR mechanical as I had no choice. The owner made it clear that if we don't pay the full amount, it will be sent to collections. Its been explained to us that our only recourse is to recoup some of our money through a civil court process. 

  As for **** ***, the owner completing work for us in the past, this is very true and he had done amazing, quality work. The standard that his company sets since the last time he was hired, has dropped tremendously. We can say this as the first two times we hired him, the quality was outstanding. **** no longer installs the units, so the workmanship is substandard. 

  Thank you, 

  ****** ********