ComplaintsforBayonet Plumbing, Heating & Air Conditioning, LLC

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 10 year warranty on my Air Conditioner system. I was told when I purchased the unit i was only to use Bayonet to do the annual maintenance to keep my warranty valid. The last maintenance was done last year. I called to schedule an appt. This year 4/29/24 and was told my account was flagged to not service. I had a complaint last year due to a problem with the service person not showing up or calling. I was home all day and did not leave to have them do the maintenance. I called and was told someone would be there tomorrow. I had appointments which I had to reschedule to accommodate. I dont understand why my account is flagged. Because I made a complaint? This is unfair. Most companies want to know the problem to try and correct it in the future. Please look into this as I feel it was unjustified since I was a customer since 2019 installation. If there is any information needed please contact me. Thank you.

  

  Business response

  05/01/2024

  We sincerely apologize for the misunderstanding surrounding the manufacturer warranty of your AC unit. The warranty is directly through the manufacturer and any licensed AC company can service and maintain the unit to keep the warranty intact. After reviewing the various interactions with our staff over the last two years, it has been determined that your tone during these verbal interactions is dismissive,condescending and aggressive. At this time, there is no outstanding balance owed for service or maintenance. All services paid for have been rendered for your home. We reserve the right to decline service to homeowners and would like to move forward with the denial of services at this time. We wish you the best of luck in finding a new company. 

  Customer response

  05/09/2024

   
  Complaint: 21645127
  
  I am rejecting this response because:

  To Whom this may concern:

  I have received the response to my complaint. I feel that the facts in the response from the company are not correct. 0n the day of the appointment for a required yearly maintenance done on my system this year 2024, as was done every year since the installation, we had a problem.

  The service person showing up, the office was called. They assured me that the person will definitely be there. We called due to the delay and was told several times he would be there. The last time they were called at the end of the day because no one came, I was told that the service person showed up and no one was home. They also said he could not get into the community. He did not call or leave a message, nor did Bayonet Air Conditioning. We were home all day, the office Im sure had notes on the calls being placed about the whereabouts of the service person. We had to clear our calendar for the day for this. Bayonet didnt make any attempt to contact us to inform us on the situation. When we called once again at the end of the day we spoke to ****. She was the one who was condescending, rude and disrespectful. The reason is not valid for the flag to be put on my account as we were told. Also it is stated that this has been for two years? Then why was my system maintained every year since installed? We were not told about this before. The company even mailed coupons for discount. anyone who waste their time all day waiting for service and there is no one showing up with phone calls saying he is coming is going to be upset. Not harassing or condescending. 
  
  The owner ********************************* was at my house the next day, first thing in the morning. He apologized for the mix up and he gave us his business card and said if we had any problems to let him know , assured us everything would be ok. This is why we are taken back by the refusal of service.

  They sent a service person the next day. The Man said that a new fan was dirty and needed a new one for $200.00. My Husband inspected it and it was not dirty as he said so it was not installed. It was a new fan working. The service person was not happy when he arrived and maybe was having a bad day.  
  

  I am very disappointed in the treatment given and accusations said in this response. I will not recommend anyone to this company. I am responding only to tell my side of the story and set the record straight. 

  Sincerely,
  
  ********************************* & *******************************;

  

  Business response

  05/14/2024

  Hello. 

  Thank you for taking the time to detail the experience from your point of view. At this time, based on our point of view of the events, we are continuing with our original refusal of service. We wish you the best of luck. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called the business on Friday, January 5, **** at 11:32am to inquire about an issue with my HVAC unit. The unit is under warranty and the customer service representative said they'd be able to send someone out but labor would be charged. I agreed to have the technician come out to receive said quote.The technician showed up around 11am on Monday, January 8, ****. Took a very brief look at the unit and concluded the blower motor was bad (which doesn't appear to be the case, instead it appears to be a bad relay/ground), and quoted me ****** in labor to fix.I said I would call around for additional quotes before I accepted that and the technician stated there would be a fee of ***** for them to come out today. I stated I wasn't informed of this ahead of time and the technician asked that I call their customer service.I called the customer service, and they claimed they listened to the call and that it was indeed stated. I asked for a copy of the call, and they said they would send it but never did.Bayonet is who originally installed my HVAC unit and provided warranty work up until now, however after this experience I will never go back to them for help.I do not recall the customer service representative stating a ***** fee would be charged just to come out, as I would have declined then. That combined with them never sending me the recording as they said they would makes me believe that they never told me.I'm requesting a refund of the ***** I paid.

  

  Business response

  01/12/2024

  The homeowner called us at 1/5/24 and spoke to one of our ***s. They spent 5 mins and 26 seconds on the phone together. At the 5 min **** when wrapping up the call, the *** stated that this would be a $99 service call. She had previously explained that the parts required were likely covered under manufacturer warranty and they would be responsible for paying for the labor. The job was scheduled for service on 1/8/24

  On 1/8/24 the technician arrived at the home for the scheduled appointment. After diagnosing the unit, when it came time to pay, the homeowner claimed that they were never informed of the diagnostic charge. The technician urged the homeowner to call the office and clear this up. At 11:39am that morning, the homeowner called in and was connected with one of our senior ***s. He explained the situation, the *** checked his account and found the recording from the 5th. After listening to it, she could hear where the *** stated the $99 service charge. She agreed to send the recording to the homeowner. Once she hung up, I (the customer service manager) taught her how to download the recording and send it via email. ***************************** sent the email at 12:56pm to the homeowner's email we have on record. ****************************************; 
  
  Later that day at 3:45pm, the homeowner called back in and stated he wanted to accept the estimate we left him to replace the fan motor/module for $399. The *** who answered that call, had the homeowner go into his email, accept and sign the estimate. Estimates are usually left during the appointment but the *** resent it and confirmed the email address was correct. At no time during this 5 mins call with the *** did the homeowner state that he did not receive the recording we sent earlier that day.  
  
  Once the estimate was signed, we started the part ordering process and the homeowner is scheduled for his part install today 1/12/24 between 10am-2pm.
  
  After speaking with the **** Service Manager, we are in agreeance that not only did we inform the homeowner of the charge, but also sent the recording per his request, and at this time we are unable to ***** his request for refund. 
  
  We are happy to discuss this further with the homeowner on the phone if he would like. 

  Customer response

  01/12/2024

   
  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.
  

  while I dont agree with the methods of delivery of the statement, the representative slipped it in while giving me other information, I did receive the recording. It would be valuable to have the customer confirm this in the future. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I woke up and took a shower this morning. After getting out of the shower I noticed and heard it sound like rain coming from downstairs so I went downstairs and saw puddles of water in the ceiling, pouring water from the ceiling. I then went to the garage to contact the emergency line for bayonet plumbing around 7:30 AM. They said that it would be a no timeframe and someone would contact me immediately regarding this issue to come out. I then contacted bayonet again at 9 AM because no one has contacted me or come out to service my home regarding this leak I had to go outside and turn off the main waterline due to the issues of the leak, I also contacted the builder because its a new construction and they said that someone would get to me between 12 and 2 PM. when I contacted bayonet, I waited almost 10 minutes before someone got on the line and she was **** said she didnt understand why no one contacted me. I then proceeded to ask her to explain to me the process, and the purpose of an emergency phone line she kept giving me several excuses 1st oh well, the line is there someone supposed to contact you within ************************************************************************************************** within 24 hours for something thats currently happening in the moment, especially coming from the ceiling where the ceiling can cave in. She then proceeded to tell me that the dispatcher just got into the office, which to me doesnt sound like an emergency on-call technician or dispatcher and said well she had a family emergency over the weekend. I then asked for clarification if they dont assign additional or a separate dispatcher for emergencies and situations like that. She was not able to answer my question, but it just didnt make any sense to me as to why you have an emergency phone line if its not gonna be used for emergencies I just wanted clarification.

  

  Business response

  01/10/2024

  First of all I am so sorry to hear that the homeowner had a negative experience with our customer service staff. After looking through the account it shows the original call at 7:25AM, where one of our reps successfully booked the emergency call. Typically in a situation like this - where the homeowner is within your one year builder warranty - but is also experiencing an active leak - our company adheres to the following procedure. We will schedule the emergency job and ask if there has been a ticket entered with their builder. It is our policy that within the first year of being in the home, we must obtain communication from the builder advising us that a repair is required. At this point in the call when we asked if a warranty ticket had been entered yet - we were told it had not. We advised the homeowner to do so but we also reached out to the builder on their behalf and requested a work order. Our rep scheduled for same day, emergency service and advised that we would call when ************** was on the way.
  
  Less then 2 hours later, the homeowner called back into our office and reached another representative. After reviewing the call I can see that the way they were spoken to was not satisfactory to our company standards.  There was some tense conversation and ******* spoke over the homeowner at some points being pushy at times. Their job was successfully scheduled earlier that morning and they should have been advised that their home was the next call on the plumber's schedule. We moved calls around to accommodate the homeowner's request due to the nature of their emergency.

  To answer the homeowner's question, we do answer phones 24/7. IF they had called our over night/emergency line, we do have a dispatcher who works on call after hours. If they were not able to answer the call, homeowners are instructed to leave a ** and we will return their call as soon as possible. Being that some calls can come in at 1am or later, call backs will occur anytime between 15 mins and 1 hour of receiving the *** There is additional staff that comes in at 6am who then reviews the ** box and ensures that everyone has been called back and all jobs have been scheduled for service that day. IF the homeowner had called after business hours, we still would have taken care of scheduling their call and following the above process. Our representative on the second call obviously misunderstood the homeowner's question and instead of answering it like I did above, she apologized for the homeowner not receiving a call back - Our rep thought the homeowner was owed one from over the weekend or the night before. She explained that the on call dispatcher did have a personal emergency over the weekend (despite this fact there was still adequate coverage IF the homeowner had called in) and she would advise her supervisor (me) of the fact that we did not call an emergency homeowner back. She was simply trying to apologize and escalate the call through the proper channels that they are trained to do. 

  Once the plumber arrived at 11am it was determined that the leak was caused by the homeowner replacing parts in the upstairs bathroom themselves. This lead to a leak that technically voided the warranty on the original parts and the homeowner should have been charged out of pocket for the repairs. Instead we reached out to the builder on their behalf and was able to have the builder cover the cost of the repair. 

  We are happy to reach out to the homeowner directly if they would like to further discuss their experience and the above timeline of events. 

  

  Business response

  01/10/2024

  First of all I am so sorry to hear that the homeowner had a negative experience with our customer service staff. After looking through the account it shows the original call at 7:25AM, where one of our reps successfully booked the emergency call. Typically in a situation like this - where the homeowner is within your one year builder warranty - but is also experiencing an active leak - our company adheres to the following procedure. We will schedule the emergency job and ask if there has been a ticket entered with their builder. It is our policy that within the first year of being in the home, we must obtain communication from the builder advising us that a repair is required. At this point in the call when we asked if a warranty ticket had been entered yet - we were told it had not. We advised the homeowner to do so but we also reached out to the builder on their behalf and requested a work order. Our rep scheduled for same day, emergency service and advised that we would call when ************** was on the way.
  
  Less then 2 hours later, the homeowner called back into our office and reached another representative. After reviewing the call I can see that the way they were spoken to was not satisfactory to our company standards.  There was some tense conversation and ******* spoke over the homeowner at some points being pushy at times. Their job was successfully scheduled earlier that morning and they should have been advised that their home was the next call on the plumber's schedule. We moved calls around to accommodate the homeowner's request due to the nature of their emergency.

  To answer the homeowner's question, we do answer phones 24/7. IF they had called our over night/emergency line, we do have a dispatcher who works on call after hours. If they were not able to answer the call, homeowners are instructed to leave a ** and we will return their call as soon as possible. Being that some calls can come in at 1am or later, call backs will occur anytime between 15 mins and 1 hour of receiving the *** There is additional staff that comes in at 6am who then reviews the ** box and ensures that everyone has been called back and all jobs have been scheduled for service that day. IF the homeowner had called after business hours, we still would have taken care of scheduling their call and following the above process. Our representative on the second call obviously misunderstood the homeowner's question and instead of answering it like I did above, she apologized for the homeowner not receiving a call back - Our rep thought the homeowner was owed one from over the weekend or the night before. She explained that the on call dispatcher did have a personal emergency over the weekend (despite this fact there was still adequate coverage IF the homeowner had called in) and she would advise her supervisor (me) of the fact that we did not call an emergency homeowner back. She was simply trying to apologize and escalate the call through the proper channels that they are trained to do. 

  Once the plumber arrived at 11am it was determined that the leak was caused by the homeowner replacing parts in the upstairs bathroom themselves. This lead to a leak that technically voided the warranty on the original parts and the homeowner should have been charged out of pocket for the repairs. Instead we reached out to the builder on their behalf and was able to have the builder cover the cost of the repair. 

  We are happy to reach out to the homeowner directly if they would like to further discuss their experience and the above timeline of events. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received and accepted an estimate on September 29, 2023 to perform a service and then experienced a combination of the runaround and a bate and switch.Followed up with **** on October 10. **** said that they were going to order the part ASAP to do the job.Followed up on October 17 with *************Followed up on October 19 with ****** and the part had still not been ordered.On October 20 I went to speak in person to try to get this moving. The plumbing manager was too busy to talk to me however, the clerk presented what was claimed to be the original agreement, but had in fact been changed as I still have the original. in this bait and switch estimate additional costs were being shifted to me because they were refusing to order the required part that they had previously agreed to order under the original agreement.

  

  Business response

  10/23/2023

  Hello ***************** 

  Our management team has received your complaint and are looking into the details surrounding the estimate. 

  A member of management will be reaching out to you as soon as possible. 

  Thank you for bringing your experience to our attention and for giving us the time to review the details. 

   

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Air Conditioner stopped working July 19, 2023 (heat of the summer). Contacted AC company that we used in previous home ********** but was advised to use another company as they did not work with units under warrenty. The home is only 2 1/2 yrs old and under parts warrenty (10 yrs) so they recommended another company and did not charge me for service call. The other company came out and spent several hrs working on unit and said we needed to order "Carrier" parts and when they placed parts order they were told they were on back order 400. My husband is a ******* veteran with serious health issues so they suggested contacting the builder *************** because they may have access to more parts. They were unable to help us but recommended Bayonet Cooling. I figured I would give them a call but had to agree to pay $99 for service call. After several calls finally got someone scheduled 7 am - 7pm. Tech came at 6:30 pm listened to what other company told us - took my $$ and went to vehicle to write up work order that was all wrong and forged my name. Claimed diagnostic test done - no, horizontal unit - no, husband was veternarian with health issue - no Veteran. The next day I received parts *************** and became concerned. Multiple calls, email were made and multiple promises of call back but none. No shows, with no calls. Finally spoke to Supervisor and told him I wanted $$ back for falsified service call and I would go with another company and wait for the correct parts. Won't call me back. Over 8 weeks without air in a brand new build. Nobody can help us just giving us grief. Husband is ******* Veteran who served this country for 23 years and is 77 yrs old. The war that keeps on giving.

  

  Business response

  09/18/2023

  Dear ***************** 
  

  I cannot apologize enough. I am not sure what happened but am very glad you took steps to make me aware of the issues. 
  

  Please know that we will make this right and get you cooling ASAP. 

  *********************************;

  Customer response

  09/22/2023

   
  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

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a service package to service my two AC units for 1 year. The package included servicing the two AC units at the 6 month **** and 1 year ****. The 6 month service was rescheduled twice due to emergencies. My unit was not serviced until the 8 month **** due to this. Now my one year service was supposed to be done 9/1/23. It was cancelled and I am being told that I can not reschedule until November. My AC units are supposed to be serviced every 6 months. They are not being serviced correctly, therefore possibly damaging my equipment. I paid for a year of service and these services are not being rendered correctly. My one year **** is 9/22/23. The service must be completed before then, as this is what I paid for. Bayonet should hire more technicians if they are unable to keep up with demand(as demonstrated by needed to have my services continually rescheduled), and not sell a service they can not adhere to. I am very upset that they are not providing the services that were sold. I understand if an emergency comes up and the someone needs to have the technician help, but an emergency does not make it okay to delay my service by 2.5 months, when the service has already been paid for. The other issue that arises. Is that per the agreement, if there is an issue with the equipment, I get 15% discount on any service needed. If the service call happens after 9/22/23, I have been informed that that 15% will not be applicable to fixing whatever issue there is. Again, I paid to have that in place with the annual service charge and am not going to have this rendered due to the company not servicing my AC equipment correctly. The only resolution that will be okay with me, is to have my units serviced prior to the 9/22/23 date.

  

  Business response

  09/05/2023

  We are more than happy to accommodate your request and will reach out to find an amicable time. 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Mat 31st, I spoke with a manager in the ******* (Phone number **********) I was promised a payment for my eletric bill for delays in repairs, and inncorrect trouble shooting on behave of the tech bayonet sent out. I sent over all the statements he request on May 31st at 8:21pm via text message. Flash forward and I have been in contact with him mulitple times, and the same answer everytime "its processing" I would like this resolved

  

  Business response

  07/27/2023

  I apologize for the inconvenience this has caused. The refund request was caught up in processing and did not make it through final approval. I have since approved the refund and sent it through to the front of the line to be sent out immediately. Our management team will be in contact with you throughout this process. 

  Customer response

  07/27/2023

   
  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

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/24/23 Bayonet used to be a great company but not anymore. We called them for overflow plumbing problems and the tech that came out didnt fix the problem. We had to call back. They came out againdidnt fix the problem. Tonight we called a third time. I requested a different plumber. After FOUR hours of waiting for a different tech we get a text message hes comingthen a phone call from the first plumber who didnt fix the problem to begin with that he would come tomorrow. I told him that was BSand he said because I cursed he had to hang up. And he hung up on me. Then I call the after hours line and the operator has me on hold for over a half hour. I used to call them for A/C and plumbing for multiple properties. And this is how they treat their return customers. Satisfaction Guaranteed - sorry but maybe you should delete that from your jingle. All youve done is waste my valuable time.

  

  Business response

  07/27/2023

  We will be issuing a full refund within 12 business days; we have attempted twice to remedy this situation at no additional charge. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called business in April when AC drain pipe was backed up. Paid over $300 for them to come out and fix. A little over a month later same issue. Called them again. Was told they dont warranty outside of 30 days. Paid the technician the fee for him to come back out and fix. 3 hours later AC is out again. Called and spoke with **** who told me they could come back out tomorrow when I already lost a day of work for today. I told her I cannot wait again I have a baby in the home and this was their s**** up. She then told me that if I dont want to take tomorrow she will schedule me for NEXT SATURDAY over a week later after I just told her I have a baby and pets in the home and I just had them out hours ago and they didnt fix it. Completely unprofessional. She then hung up on me when I told her that I had never in my life received such poor customer service. I will be contacting corporate

  

  Business response

  07/15/2023

  Good Morning. We apologize for the experience you've had thus far with our company. Members of our management team are looking into the details around your complaint. We will be reaching out over the next few days to attempt to reach a resolution with you. Thank you!

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My AC unit was installed new in March 2020. In June 2021 the unit needed service for failure to cool. Tech said it was faulty capacitor. New capacitor installed and *** membership purchased. In October 2022 unit needed service again for failure to cool. Expansion valve was replaced. On 3/28/23, customer service promised they would honor the *** program because I never used it, and scheduled 1st out 2 tune up visits. On 5/10/23, tech arrived for tune up and said capacitor was faulty and needed replacing. Labor warranty of 24 months for 1st capacitor not honored. Unit is not cooling again and Bayonet is once again charging $99 service fee to inspect unit they deemed fine just a month prior. I also tried to schedule my 2nd tune up visit and they refused to honor the promised *** service. Please refer to customer service call on 3/28/23 at 9:49 AM. Their promise to honor the *** membership after expiration prevented me from enrolling/renewing a maintenance program which could have prevented further issues with my unit.

  

  Business response

  07/15/2023

  
  Good Morning. We apologize for the experience you've had thus far with our company. Members of our management team are looking into the details around your complaint. We will be reaching out over the next few days to attempt to reach a resolution with you. Thank you!

*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. ↩