ComplaintsforBantamWesson

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Christmas Eve 2022 my kitchen sink pipe froze. I phoned BantamWesson, whose website said they do plumbing 24/7. The person I spoke with said he was too busy but would come first thing next day. He arrived 11 AM. The pipe had burst. He made a long phone call. (Connecticut License Lookup says he is not a licensed plumber.) Another man came. They spent time in the bathroom, doing no work in the kitchen. One left saying he would return Tuesday. The other did nothing to fix the pipe, saying he would be back Tuesday. I canceled re Tuesday. BantamWesson billed me $572.16. Their next bill was for $888.02. (Bills now come from ******* ****** *********, the company having changed its name.) They pursue me with a collections lawyer and threaten me with court. They did not fix the problem I called them about but demand I pay them $888.02. I was 86 years old and this is Elder Abuse. Their excuses: 1) They didn't come when called because others had no heat. Their advertising 24/7 emergency service is false advertising. 2) They claim they fixed a “burst supply” to the toilet. This is untrue. The toilet was working before they came. 3) They claim they fixed the toilet fill valve. I had nothing the matter with the toilet fill valve. 4) They claim they fixed the bathroom sink faucet. I had difficulty with the handle. The Plumbing Division Manager wrote that “probably occurred from the main water being turned off and back on,” whcih they did. 5) He says they “isolated the water pipes to the kitchen, so you could at least have use of one toilet and one sink.” Had they fixed the pipe that would not have been needed. 6) He claims “Both of them communicated with you throughout the process and offered realistic solutions to your problems.” This is untrue. BantamWesson did no work I asked them to do. They claim other work which wasn't asked for and didn't need doing. They bill me $888.02, hit me with a collections lawyer, threaten me with court.

  Customer response

  12/26/2023

  Hello --

       Re your declining to deal with my complaint because more than one year has passed:  The day they came to my house was Dec. 25, so if that is to be the only relevant factor, I have missed your deadline by a day.  But  I did not receive a bill from them until some time later.  The heart of my complaint is the bill for $888.02 for no work being done.  It was not until I received my first bill from them that I had a complaint, and did not know until then that I had something to complain about.  I received that bill while it still was within a year back from today.  So please please do take my case.

  Regards,

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

   

  Customer response

  12/26/2023

  Hello --

       Re your declining to deal with my complaint because more than one year has passed:  The day they came to my house was Dec. 25, so if that is to be the only relevant factor, I have missed your deadline by a day.  But  I did not receive a bill from them until some time later.  The heart of my complaint is the bill for $888.02 for no work being done.  It was not until I received my first bill from them that I had a complaint, and did not know until then that I had something to complain about.  I received that bill while it still was within a year back from today.  So please please do take my case.

  Regards,

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

   

• Initial Complaint

  09/14/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  bantamwesson Offer a maintenance service for 243 per year .. paid for and they when to do the maintenance when I try to schedule the service they told that my service was expire how is that possible when I never got the service done ? They told me how are they supposed to know. But a service shouldn’t expire till the the work is done I pay for it on February 2023 and I wanted to get my boile service before winter start in September 2023

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was sent 2 invoices for the renewal of my water heater and heating system service plans on 5/31. My current service plans expire on 6/21. After repeated attempts to contact them over the last two days with no answer, on top of past aggravations with oil service orders, I do not wish to renew my service plans. Since they are not answering phones, or emails, or voice mails, or web form contacts I must file this complaint to ensure my service plans (and related invoices) are canceled. Desired resolution: 1) Cancel/Do not Renew service plans 2) Remove invoices 3) No further contact. Thank you.

  Business response

  06/05/2023

  The customer has been contacted and the issue resolved.

  Customer response

  06/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dear BBB, I am a senior citizen on SSI and obtain energy assistance. My boiler is not quite 7 yrs. old and is the 4th boiler I have had to replace since 1957 from the same company, Wesson Energy now BantamWesson. I had a boiler fuel oil leak last week just days after having my boiler tuned through E/A's weatherization program performed by my vendor Wesson. I am diligent in having my boiler tuned every year and I also have had E/A perform their weatherization program throughout my home every 3 yrs. The tech from Wesson who came to my home said the pump failed on the boiler. As I am on SSI and Wesson is aware of my being w/*** ************* Energy Assistance program, I did not expect any charge for a boiler repair. As the tech was leaving, I asked, don't I need to sign? He said, "It's taken care of." I never saw an invoice. Two days later I received an invoice from Wesson and in the space where the homeowner is supposed to sign and agree w/the services performed and the price, the tech wrote in large letters: N A. I took that to mean non-applicable and no charge. Not so. Wesson is saying I owe them $751.89. I called Wesson and spoke w/their service mgr., Bryan N****** who btw knew about *** ************* paying for boiler repairs because he said, they deal w/them all the time. I told him, I cannot afford to pay this amount and Wesson never gave me the opportunity to call *** ************* before any repairs were made or tell me what the charge would be. I need your help. *** ************* weatherization in ********** *** **** * *** ** ** are telling me this is ridiculous and not to pay and to the this matter further due to this being the 4th boiler I have had installed by Wesson. I definitely cannot afford $751.89. I am 73yrs old and on SSI. I can barely afford anything. Can you please, help? I will include the invoice as a PDF with this email. Thank you. ****** **************** ** ******* **** ********** *** ***** ************

  Business response

  03/10/2023

  Our Service Manager reached out the customer and rectified the issue to her satisfaction.

   

  Thank You,

  Sean I******

  Director of Services

  Customer response

  03/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since 2020 this company has continued to rip me off and steal my money. The salesperson was only concerned about commission and didn’t even sell me a correct unit. On top of that, the unit continues to fail. I was promised that the unit was going to be replaced but all the company does is ignore me. Additionally, the piping for the unit wasn’t installed to my request, I was severely overcharged and will not be given an itemized bill, and I was forced to sign a completion certificate when the job was not complete. I have had to spend money out of my own pocket to correct the company errors.

  Business response

  01/09/2023

  Good Morning:

   

  This is in response to complaint ********. We just received your letter today 1/9/2023 and this is the first I’ve seen of the formal complaint.

   

  BantamWesson completed a conversion from oil to gas in October of 2020, which included removal of oil equipment and the installation of a ********* Combination Boiler. The cost of the job was $13,750 which is a fair price for the scope of work involved. Ms. ***** signed a proposal, a completion certificate and the town inspector of ********** inspected and passed the installation.

   

  I’ve spoken with MS. ***** many times and offered a fair compromise:
  I would like my installation Manager and the representative for ********* to inspect the unit. If the representative concludes that the unit was installed incorrectly causing permanent damage to the unit, we will install a new unit of equal value at no charge . Ms. ***** has continued to decline and insists on credits and a new unit free of cost and site unseen.

   

  I feel this is a fair compromise as we always want our customers to be happy and satisfied with our services. We have made every attempt to rectify this situation in a fair manner for both parties.

   

  Regards,

  Customer response

  01/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The response is in accurate.   

   

  BantamWesson started a conversion from oil to gas in October of 2020, which included removal of oil equipment and the installation of a ********* Combination Boiler. The cost of the job was $13,750 which was given as a lump sum. I continually asked for an itemized bill and was ignored every time. The only re I went with BW is because they offered financing. Competition was at least $6,000 lower. I signed a proposal because I was told by my sales rep there wasn’t any other option. He has since been discharged from the company for baiting customers and not giving them products they need, instead ones that make him the most commissions. BW techs have told me this until is the “Cadillac of units”. I was forced to sign a completion certificate because I would lose my financing  I have many emails of being pressured to sign the certificate when I told the company from the get go things were not working correctly. The town inspector of ********** inspected and passed the installation in April of 2021, after I had to spend additional money to finish a botched install. I have the final inspection certificate signed and dated.

   

  I have spoken with a ******** rep myself and been told that the unit is not correct for my residence. Why would I waste my time to hear it from someone else? Additionally, how do I know the rep that BW brings in isn’t getting a cut from the company and will be truthful? On top of everything, I have already worked this situation with Glenn. He took it back to his higher ups and offered to switch out my unit. I declined over the phone, but he said he was going to send me a written proposal. I never received it and the company ignores my requests for it. On top of everything, the unit has started to just shut off. Upon researching, it’s a combustion problem that can be DEADLY. I’ve numerous correspondence regarding this issue and received no acknowledgement .

  BW claims they always want their customers to be happy and satisfied with our services, but if that was true this complaint wouldn’t exist along with the others on other platforms such as ********.

   

   

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

  Business response

  01/11/2023

  There is false information in that response. Our offer to inspect the unit with a ********* rep who represents *********  ( has no affiliation with BW) stands. If the rep concludes the unit was installed incorrectly causing permanent damage to the unit, we will replace it at no charge with something of equal cost. The Rep would also be able to tell if its a defective unit (Which BW does not manufacture)

   

  Thank You

  Customer response

  01/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  The company had failed to identify what is supposedly inaccurate. I have already had a rep tell me the unit is incorrect for my residence and that was enough for Glenn when he offered me a ******. Keep pushing back and I’ll alert the media of your unethical practices, especially those of keeping faulty DEADLY units in peoples houses and continuing to argue  

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

• Initial Complaint

  09/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called a couple weeks into May 2022 to ask about contracts and rising oil prices. I have been using this company for years. The woman I spoke to on this day informed me that I could stop auto delivery, that their computers estimated that I wouldn’t need oil until November. A couple months later I received a bill for $846.66. So I contacted BantamWesson. The first woman I spoke to was shocked and had no idea why I received this bill given that I am on auto pay and a budget. She assured me that she would contact management and call me back. I never heard back from her so I called back again. The first woman I spoke to was extremely rude but informative. I had it in my mind that my contract ended in May but I was incorrect, it ended April 30th. I had pre ordered 900 gallons of oil and paid for all 900 gallons through my payment plan. I only used 824 gallons of the 900 that I had purchased. BantamWesson waited until 4 days after my contract ended to come out and fill my tank at a rate of $5.99 a gallon when my contracted rate was $3.098. So because they came out 4 days after my contract ended, I “lost” the 76 gallons of oil that I had purchased that I didn’t use by April 30th and they charged me the $5.99 rate for the 120 gallons of oil. Ironically when I had called in May they had stated that their computer estimated that I wouldn’t need a fill until November, I have less in my tank today than I did 4 days after my contract ended yet they came out and filled my tank right before we were heading into summer? According to their computer estimates, I shouldn’t have needed a fill until at least August. So why did they come out 4 days after my contract ended, when oil prices were through the roof, and on top of it won’t honor the 76 gallons of oil that I already purchased? Legally they did nothing wrong. Morally, ethically, they are 100% wrong! I would like to use the 76 gallons towards this bill and I will pay the $5.99 per gallon for the remaining 44.

  Customer response

  10/18/2022

  Good morning ****,

  After contacting the Attorney General's office, Bantam Wesson did contact me and we came to a reasonable solution. Thank you so much for your help, this case can be closed.

  Have a great day!

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

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  August 23,2022. We purchased the home that my in-laws used to live in. My in-laws canceled their service contract and services with BantamWesson. BantamWesson delivered oil to our home that we did not request or authorize. We called them to tell them of their error and offered to pay the going rate on cash heating oil. They refused to talk to us and instead charged my father-in-law's credit card. This was an unauthorized charge for an unauthorized delivery. Our address is ** ***** *** ******* ** *****

  Business response

  09/01/2022

  This is the Operation Mgr. There has been a miscommunication in our system on this. I did get ahold of this customer and rectified the situation. We have refunded there delivery and service contract. Mr is completely satisfied. 
  Thank you

  Mark C*******

  Operations Manager  

  Customer response

  09/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bantam/Wesson home services put windows in my house as part of the ********** Home Efficiency Program in 4/2020. Three windows were leaking & there were 3 cracked. They fixed 3 leaks but one still leaks and one sill has a crack. They have come out numerous times to fix the leak but it is still leaking and they are not getting back to me. This has been going on for more than 2 years now. I have no idea what the inside wall as far as mold. My son & I both have asthma. I have left more than 15 messages since January 2022. Probably 40 messages in the two years. Finally Anthony, the manager for this division, gave me his cellphone to call him back. His voicemail is not set up so I can’t leave a message. So I texted him and it’s now three days later and have not heard back. I called on 5/27/22, said Dave would be out here Tuesday morning and he never showed. I don’t know what else to do except file a complaint.

  Business response

  08/25/2022

  Good morning,

                 I want to apologize for the late response. The initial correspondence asked that we login to the portal to view and reply to the complaint. When I did that it appeared that the complaint was closed.

   

  We have been in contact with this customer frequently over the past 2 years. All her concerns have been addressed. The cracked windows were from manufacturing. They are called stress cracks and happen from time to time. The manufacturer remade the windows, and we installed them. The leaks on the windows have been addressed. The customer now has the direct # of the subcontractor that did the window installation. Any issues will go directly to him now.  Thanks again for allowing us to respond.

   

  Anthony F******

  Home Performance Division Manager

  BW Home Services

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

  Customer response

  08/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Bantam Wesson is who I signed the proposal with. Dave I always assumed was an employee of Bantam Wesson. 
  
  I still have a cracked window in one of the bedrooms & another window has not stopped leaking since the installation. My son & I both have asthma.  My son has had to do daily nebulizer albuterol inhaling treatments everyday for the last month. I have had to do them daily. I have no idea what mold or whatever has grown in two years. That needs to be fixed.

  The room was just painted 6 months prior to the start of the leaking window.  It now has streaks under and on the sides of the leaking window.
  

  The trim & molding all need to be replaced. 

  The caulking is already cracking on a bunch of the windows.
  

  dave called me and said he would be out on 8/8/22. He did not show, call or text. I texted him the video & pictures and foot no response. I have all of my 20 calls & messages that I left to Bantam Wesson going back to 4/7/21. Everyone one of the reps said they Emailed the rep, but that I should call back. Forty calls later and I still have a window that leaks and one that is cracked.
  

  The attached video & picture are from 8/24/22.

   

  Until All the items listed are fixed I dispute their response  I will also be filing with consumer protection.

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

*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. ↩