AtlasCare

I have an annual maintenance contract with AtlasCare. In late April 2019, there was water pouring out from around the furnace and out over the carpeted basement floor. I shut off the humidifier, moped up the water and set up fans and heater to dry carpet. AtlasCare was called and came about 11:00pm that night. The representative determined the issue to be a plugged water drain that ran down into the concrete floor and called for AtlasCare plumbers to come the next day. They arrived and viewed the situation and suggested AtlasCare send out a sale person for new furnace. Jeff Maud came out and viewed the situation and said he would get back to me. No response. I called his office and set up a time for him to call me with his assistant. No call. I left the furnace as is through all this up to today because the weather was getting nicer and no heat required. I set up the annual AtlasCare visit to make sure air conditioning is working for summer season. The AtlasCare person told me at time of booking the appointment that a water drain is not needed for air conditioning.
Today, AtlasCare sent out Neil. On looking at situation - his immediate reaction was that a water drain is needed for air conditioning. He then was the first AtlasCare person to actually do some testing to determine what is the problem. He brought in his air tank to blow out the line - line not plugged as nothing came out other than air. He poured water down the drain line and it came through into the drain hole in the floor. Again drain not plugged. He then checked the humidifier and determined that due to the corrosion it was letting the water pan overflow. Neil explained all his actions and was absolutely excellent. I wish he had been on the case in the first instance. He connected a temporary drain line and got the air conditioning working. He obviously spent far more time than usual but he was the first AtlasCare person to actually do some work and testing to find out what really was the problem - not just a walk around, visually inspect and proclaim what they thought the problem as the previous AtlasCare people did. He also has set up with yet another AtlasCare person to come out and determine the cost of a new furnace or cost of more minor adjustments to the furnace - obviously, as a minimum a new humidifier is required.
Great to see some service men - like Neil - are interested in their customer's issues and are willing to actually do some investigative work to determine the really problem.. Thank-you Neil.