Atlantic Corporation of North Carolina, Inc.

"Regarding the HVAC cleaning service we performed on October 10, 2024, we received your after-hours call on January 16, 2025, concerning a heating issue. This was the first time it was brought to our attention. We scheduled a diagnostic appointment for January 20 but, due to the unseasonable cold, attempted to expedite the visit to January 17. However, you informed us that you had already hired another contractor. You mentioned that multiple HVAC contractors had visited your property in the past few months and were unable to determine the issue. The photo you provided shows a separated flex line in the attic knee wall, which appears to be due to an improper installation. Our company did not install this line, and had it been installed to code, this issue likely would not have occurred. Per code, mechanical fasteners, approved mastic tape, a one-inch overlap, and additional ties or straps are required to secure and seal the joints to prevent that disconnect from occurring. Our company did not install this line, and had it been installed correctly, this issue would not have occurred whether it was caused by forced air, or expansion and contraction. If you had contacted us initially or kept your appointment, we would have gladly diagnosed the issue and repaired it to code as a courtesy. To be clear, Atlantic never denied an issue at your home, we just needed the chance to be able to provide an assessment especially since the issue was happening three months after our service. Unfortunately, given the time that has passed, the involvement of other contractors, and not being able to keep our appointment, we are unable to determine the extent of the work performed or cause. We provide excellent customer service and respond to inquiries and clients promptly. Our office hours are 8 am-4 pm, and our call logs indicate that you called multiple times after hours and left two messages. Your first message was left at 4:06 so the staff did not retrieve it until the morning. You called our office 11 more times that evening. Your call was returned by 9 am the next business day, and you were scheduled with our office manager as soon as possible. We reiterated our hours to you on Friday as well as to why you weren't able to reach us. Sorry you called dozens of times, but we were closed. The message left after hours on Thursday and the message left Friday morning at 8:05 were returned, and I am happy to share the call logs and call recordings with you, because the accusation of our staff not responding to you is inaccurate. We value your business and regret that we were unable to resolve this issue to your satisfaction. We remain committed to providing high-quality HVAC cleaning services and always aim to exceed our clients' expectations when given the opportunity."

"Hi Stanley! We apologize for any confusion. The job was scheduled to start at 9 am, and unfortunately the 15 minutes job prior to yours took over an hour and caused the delay. The techs refer to our equipment and supply warehouse as "the shop". They were not referring to any issues with a vehicle. The lead tech for your project was Dan, and he said he walked through the work with you prior to leaving. We will be happy to send a supervisor back out at anytime if you have any additional questions or concerns. Again, I sincerely apologize for any miscommunication on our part."