Atlas Trillo Heating & Air Conditioning

Atlas installed a new HVAC system for us including new ducts
— The new system now makes more noise than the older one. They have come 3 to 4 times and each time I get a different response. Problem still remains.
— They never have the equipments to fix the problem and will always re-​schedule. And then they will not show up without any notice.
— Their schedule changes at the last minute without any notification.
— Unskilled staff including receptionist Amy. If you can get hold of Lisa, talk to her.
— Problem wit HERS tetsing as well which they will not fix.
Avoid them. Use your hard earned money else where.

Terrible. Heater’s broken. It’s 48 degrees in our house. Had an appointment with Atlas Trillo for this morning. I confirmed yesterday that they would come between 8 and 12. I took the morning off of work. I got a call at 8:30 that they need to reschedule. Apparently the guy who was supposed to come «no longer works there». So he worked there yesterday and today he doesn’t. Wow, what a mess.

Good technician BAD customer service — did not fix my problem !
A technician came and determined that the thermostat needs to be replaced. He told me to call the main number and ask at what time he will be coming the next day. I called the next day in the morning and was told the technician in «in a meeting» and she will get back to me. I called again twice and after waiting on hold again and again… i was told that the technician is busy and will be there in FIVE days ??? I explained that there is no heat in the house and that i have a small child but she obviously didn’t care…
Long story short they didn’t call me to confirm when they can fix the issue. NOT SURE HOW THEY CAN SURVIVE WITH SUCH AN ATTITUDE.
Just take your business elsewhere and save the aggravation,

It used to be a good company. I had been using it for over 10 years, and just decided not to see them anymore.
My last two purchases with them happened two years ago, in 2013. They replaced both the aged furnace and AC at one of my houses. I trusted them so much that I gave all my business to them. I took their recommendation as always and bought a Bryant furnace. In one year, the exterior wall of my two story house was marred by rust water coming out of the emergency water outlet because of the flooding in the attic where the furnace sits. I will skip the part of the Home Owner Association fining and repainting that cost several hundred dollars. It turned out that the furnace was leaking badly from the very beginning after the installation. It was still in warranty. So I called Trillo and they responded quickly by scheduling a technician visit.
First there was a no-​show. Then wrong parts that wouldn’t fit. Then reordering and rescheduling. Then parts sitting on their shelf for weeks until I called.
Now, one year later, the leak is still there. The last technician somehow managed to reduce the flood. But during the winter when the furnace is running regularly, I still have to every day take out a smaller pan that I squeeze inside the badly rusted galvanized metal pan they installed under the furnace to collect the water, dump it, and put it back in. Otherwise, the galvanized metal pan would be full, overflow, and rust further more. The ladder I use to climb in and out the attic has become a fixture in my bedroom as a result.
The last technician from Trillo poured a can of some sort of sticky white stuff to cover up the rust all over the galvanized metal after he supposedly fixed the leak. At that moment, I was just amazed how the material science had advanced to come up with such a magical rust treatment, just covering up but no removal of the rust and no cleaning on the damaged surfaces. It turned out that is was just a joke. After all, it is only making the rusting worse by trapping the water along with the old and new rust all together. I just wish I could post the pictures of the pan to show you how rotten and how messy it is. Have you seen any professional dealing with rust this way? Unbelievable. And a brand new heating furnace running like the water sprinkler in my vegetable garden. I feel so sad for myself and for the company.
Some updates: today when I went into my attic to collect the leak water, I took off the front cover, and tried to find out where the leak is coming from, hoping there is something simple I can do. I found the water coming out from a housing that connects the PVC drainage pipe and the water outlet nozzle of the furnace. When I tried to unscrew the only screw that secures the housing, guess what? The housing just came off. It took off the female threaded coupler of the furnace with it. The coupler had been cracked or disintegrated, and not holding the housing water tight. Possibility 1: poor design (a single screw holding the housing at just an edged corner+a thin and long plastic cylinder threaded coupler + cheap brittle plastic material) by «BRYANT»; 2: over-​tightening by the technician from Trillo. After figuring all these out, I cut a stick to jam the housing against the front edge of the frame of the furnace. The leak was stopped.

I would not recommend this company to any neighbor or friend. I requested a service representative to come out to check my ducts as there wasn’t enough hot air getting over to my sons BR. The service man (Luis) came and was in my house for a whole 5 mins. He shined his flashlight around the basement and then I asked him to check the size of the furnace and he told me the furnace was too small for the size of the house.
He then told me no sense in him doing any duct inspection since the problem more than likely was the under sizing of the furnace. I asked him if there would be a charge for the service call and he said no that he really didn’t do anything. But that he would schedule a service estimator to come out to give me an estimate on a new furnace. He never scheduled him. I had to call myself.
Then I got a bill for $ 109 and called the company three times to dispute it. The service man is now saying he did a service call when he told me on the day of the visit he did not do anything and there would not be any charge. I cancelled my appointment with the service estimator and will no longer be doing business with Atlas Trillo. Bad customer service and handling of the situation. ONE STAR for this company is too much!

These guys were very
Professional. They showed up on time and did a great job. Very neat and clean.
Dawn

First of all, Atlas Trillo did an excellent job of installing a new gas heater and Air Conditioner.
Everything went great until getting the sign off from the City of Los Altos.
Basically the «Correction Notice» was just thrown on my lap with someone to give me a call to finish the testing. That is as of October 30^th.
3 emails request for assistance in getting this resolved have as of November 23 been unanswered.
I feel the ball was dropped and at this point do not have a remedy. If the City of Los Altos fines me and I’m not permitted or there ends up being additional costs it’s going to get ugly.
*****This is an update to my earlier review in November 2015****
Austin Trillo called explained the situation and then sent over his very thorough technicians to rectify the City Planning requirement. The earlier low rating was due to the «surprise» Los Altos Planning dept. visit.
The professionalism and quality of installation was always a 5 Star.
I would recommend Altas Trillo Heating & Air Conditioning

Ralph arrived promptly, and repaired my heater promptly. He did a great job.

Ralph came for our blower motor and evaporator coil cleaning. Great Service, friendly guy. He explained everything very patiently. He also gave us a great price on his time. Highly recommend.
Every time I called Atlas Jen picked up the phone immediately and was very helpful.
Lisa also gave the final quote on phone and scheduled Ralph immediately.
Great team at Atlas.

Just had the wonderful Ralph from Unilocal come and fix our broken heater… It’s a little worrisome when the heater won’t work just as the temperatures are dropping. But he was in and out and completely done within 15 minutes. Ralph was a delight — not condescending (something that happens too often for us gals who call someone of the male persuasion to fix something), just a lovely guy. Highly recommend.

Ralph was so great to come out during the heatwave and he taught me things about my heater and air conditioner I did not know. I am so happy with the service I received and especially appreciate Ralph. September 15, 2015 Ordetta

Ralph fixed our broken a/​c quickly and efficiently. Great Service, friendly guy
Richard W

They installed brand new heating, air conditioning and water heaters over the years and we have been happy with them.
Recently, one of our air conditioners occasionally would stop cooling and when we checked, ice covered the pipes. Ralph M. came today and saved the day with a quick spray with a garden hose to clean dust that had collected on the vents. No idea we had to clean them once a year. (clean yours:) That’s all it needed and a new air filter. Happy customer.

Air conditioner went out– hottest days of the year. Trillin atlas sent of a tech who found the problem and fixed the a/​c.
Brian Parsons is the tech. Felt the job was done well, very professionally and a reasonable price. Brian explained what he was doing every step of the job. He was a great representative of his
Company. Because Of Brian I would use this company again.

I made an appointment with Atlas Trillo to look at our AC that stopped working. The appointment was scheduled between 8 and 12 which was a little concerning. But Dan arrived at 8:00 am and quickly diagnosed the problem as a broken capacitor. He had a replacement part with him and was able to fix our AC in the same visit. He ran the AC for a while to make sure it was working properly… checking the temperature and flow. Very good experience with Atlas Trillo.

Ralph was here today. You are very fortunate to have this gentleman as an employee. He taught me a lot about the upkeep of our Air Conditioner and furnace. He extended super customer service and was so knowledgable about these units. Thanks so much for sending him to check everything out.
Marti

I messed up my schedule one time and there was no problem to reschedule it understanding the work they do and the traffic they faced in the everyone’s busy schedule. I did request to call me a day just to remind me. That’s great on the person who toke care the scheduling, really appreciated that. I had the tune-​up on the heater and air condition today and Ralph, the technician, is very friendly and professional. He took time to explain everything he was doing and even helped to drain the dirt that was accumulated over the years on the air conditional equipment, that I was aware that. Do ask for Ralph next time for your next appointment :).

This guys are amazing !
They are very professional and do the job fast. I talk to Greg on the phone to help me to fix my air condition issue, after some questions he figured out the problem very fast and send me the technician to my home and they could solve the problem at the most convenient and affordable.
If I need help definitely I will come back again to these guys specially when I have emergency problem. They do their job perfectly
Thanks Atlas !

This company was recommended by several neighbors so I wanted to give them a try.
The woman on the phone said an estimator would come to the home at 8am for a free estimate. My husband planned work around this time slot. The estimator did not come till 10am. He then left a bill for $ 90 and said he was a repair guy and their was nothing to repair and that we needed an estimator?
We called back, the woman apologized and said she remove the charge. She asked to send out another estimator, so we rescheduled. 30 minutes before our appointment, the estimator called and asked to reschedule to later in the day. With trying to rearrange work schedules, this companies lack of timeliness and communication does not work for our family’s needs.

Well it was time for a service on my HVAC unit and who do I call… Atlas-​Trillo. I have never had a bad experience with their office or the service they provide. I called the office to schedule a service tech come out and take a look at the unit, to my surprise I was able to secure an appointment the following day. The tech arrived on time and gave me the a-​okay, simple replacement of some filters and I was ready to go.
Outstanding service as always and will be recommending Atlas-​Trillo to family and friends. Thanks again for the prompt service!