Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a provider from a warranty company that I had a policy with. This company was assigned my repair and came out two times and told me one thing and then told the warranty company another. By them doing this my claim was denied and I lost my deductible and now cant get a second opinion from the warranty company. They also have very poor customer service.

  Business response

  01/02/2025

  Please be advised that during both visits there was no mechanical failures to the Oven Range, please find picture attached with temperature reading from professional multimeter. Customer's concern is that it's not reaching right temperature using external thermometer which is not giving correct reading. Temperature is usually fluctuates from max to min levels but average temperature is the set temperature. Report was submitted to warranty provider accordingly. Customer paid  deductible to warranty provider directly so we cannot issue any refund to the customer, they can request it from warranty provider.

  Customer response

  01/10/2025

   
  Complaint: 22678044
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** **********

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My warranty company sent ATL Agile Repair to fix my refrigerator, which wasn't cooling. The first ********** diagnosed it as needing a compressor and estimated it would take one week. To my surprise, two business days later, I was informed someone could come to install the part within two days.When the ********** arrived, there was a language barrier, but Oleksii confirmed he would replace the compressor after being 45 minutes late. I had to rush back to work during the repairs. After the job, I noticed my flooring was damaged from how the ********** had moved the refrigerator, but he didnt mention any issues before leaving.I contacted **** at ATL Agile Repair about the damage, and after sending photos, she was argumentative and claimed the damage was pre-existing, despite my flooring being in perfect condition for two years. ATL Agile Repair refuses to pay for the repair. My next step is to contact the Better Business Bureau and the ************************* regarding their negligence.

  Business response

  12/20/2024

  ****** ****** complaint is for a business called Atl Agile Repairs. That company does repairs of appliances. My business, the one the complaint was accidentally applied to is, Atl Automotive Repairs Llc, we do automotive repairs. Completely different company that has never dealt with this customer before. 

  Business response

  01/23/2025

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced.During the initial visit on Oct,10th our ********** made pictures of the floors which were already damaged before the repairs. Also as per customer damage was done by second ********** during appointment on Oct,15th but attached pictures are from first visit ********** on Oct,10th.Please find pictures attached. We do take a full responsibility of any damage if its our **********s fault but its not the case for this repair and we explained customer that our ********** took the pictures while first visit.
  If you have any further questions or concerns, please do not hesitate to contact us.

  Customer response

  01/25/2025

   
  Complaint: 22676083
  
  I am rejecting this response because the photos they have provided through Zoom are not visible.

  No damages were reported until I reported my findings and provided photos. I asked for photos that would have had time stamps were never provided.  Photos were only provided when I sent my photos.  
  

  There is no reason for me to address an issue that would have been discovered before the service provided by the service technician. 
  

  I am disappointed this company does not take ownership of their defaults, learn from the mistakes and dont continue to make the same mistakes.

  My recommendation is to cover the cost of the repairs of the flooring under the refrigerator!  This is fairly new flooring and only had issues after the first repairs needed on our refrigerator by this company !

  
  Sincerely,
  
  ****** *****

  Business response

  02/06/2025

  Please find picture with time stamp on Oct,10 with damaged floors, As mentioned before we do take a full responsibility of any damage if its our technicians fault but its not the case for this repair and we explained customer that our technician took the pictures while first visit.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/10/2024 - We used a warranty service to complete a repair on a ******* fridge because our Ice Bites tray was broken. They came out to repair it and replaced it with the wrong-size ice cubes. The technician did not stay to ensure the correct ICE cubes were installed. We attempted to contact the company, and the asked for pictures which were sent. There was no follow-up. When I attempted to call again, they referred me back to the warranty company because the repair was completed. The service was not completed properly because the wrong part was installed. I would like the correct part installed in my refrigerator.

  Business response

  06/17/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We ordered ice maker based on the Manufacturer diagram and installed it accordingly. When we called First American to check on whether we can go back to check the issue with different size ice cubes we were advised that its not covered and we should not go. We double checked the diagram with alternative source and found out that ice maker was not correctly mentioned in the first diagram.We do take a full responsibility of any issues which were at our fault and will go ahead and reorder and install correct ice maker.
  If you have any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ATL Agile is a vendor was contracted thru American Home Shield to repair my washer. Service technician was dispatched to my home. He spent about 2hrs attempting to repair my washer. He ran the washer thru it's cycle and said he did not find a problem. I placed a load in my washer and left my home and returned an hour later to find water on the 1st level on my hardwood floors and water leaking from my ceiling . My upstairs hallway has water damage and water leaked into both my 2nd and 3rd bedrooms. The technician did not secure the hose from the washer to the drain, i found the hose dangling next the washer. I called AHS and i also called ATL Agile, the same technician came back out, he said he secured the hose and said i must have removed it .i explained to him the hose was already detached when i came back home,,I spoke to ATL Agile customer service, they told me their tech is not liable for any damages they may have occurred during service repair. *** told me they would not be responsible and would not file a claim for the water damage. I had to file a claim on my home owners ins. I feel i should not be responsible for the damages.. fyi.. before the technician left my home, he secured the water hose next to the cold water valve with a zip tie which he should of done the first time.

  Business response

  06/04/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. During the initial visit our technician tested the washer by running the cycle and didnt find any failures exactly as mentioned by customer therefore there was no need for our technician to detach the hose since no repair was done. And the concern was that Washer is not spinning properly and keep clothes wet, that's what was tested by technician. Also before leaving our technician did run cycle with customer and no water leaking was observed. When we received phone call from the customer about water damage we immediately sent technician the same day to examine what could have happened. As per technician report when he came back both water hoses were disconnected and as he mentioned customer was cleaning behind the washer and might have disconnect hoses for the cleaning purpose, also if water hoses were not connected properly he would see water leaking right away on the initial visit when he run a cycle with the customer.We do take a full responsibility of any damage if its our technicians fault but its not the case for this repair and we explained customer that our technician did not detach the hose and could not cause this water damage. We have picture of the Washer when technician came back and both hoses were unplugged which caused the leaking.
  If you have any further questions or concerns, please do not hesitate to contact us.

  Customer response

  06/06/2024

   
  Complaint: 21763089
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  06/07/2024

  Just to clarify my complaint. The company says their technician did not disconnect any hoses, which is incorrect. When he was working on my washer, he moved the washer in the hallway, therefore disconnecting the hose and hot and cold water connections, when he completed his work he did reconnect the hot and cold water connections but when he reconnected the hose that connects from the washer to the drain he did not secure the hose, so when started the washer the hose popped out from the drain causing water to spill on the floor, my washer is on my 2nd level. Why would I disconnect hoses and then start my washer??..that doesnt make any sense. When the technician came back the next day, I had already cleanup the water, the only time I disconnected the hot and cold water connection was when I moved my washer and dryer to clean up that area and my floors, as mentioned before when went upstairs I noticed the hose that connects to the drain was dangling next to my washer. After I cleaned up the water from the floors I placed the washer and dryer back and reconnected the hot-cold connections and reinserted the hose back in the drain, but i could see it wasnt secure. And I explained that to the technician when was finished with his repair work he did not secure the hose into the drain. So if the company is saying their technician did not touch or disconnect anything, that is false, because when pulled moved the washer in the hallway, he disconnected the hose.

  Business response

  06/17/2024

  Hello,

  As we mentioned before there was no need for our technician to detach the hose since no repair was done on the initial visit and we confirmed with technician that he did not detached the hoses.

  Thank you,

  ATL Agile Repair

*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. ↩