ComplaintsforBayonet Plumbing, Heating & Air Conditioning, LLC

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are the original installer of the unit. Since they have been out at least 7 times counting today to fix the same problem. Everytime the unit goes out it's the same issue. The coils are leaking the freon. They have install an inferior part. They are installing copper coils when it should be aluminum coils. The first 2 times ****** paid for the parts. I believe ****** paid to have the higher quality product install but they chose to install the inferior product and keep the better part that ****** paid for to sell to another customer. I want them to install the part they should have installed years ago and reimburse me for several days with AC and excessive electric bills this has cause me on 3 different occasions. Thank you,

  

  Business response

  06/21/2023

  Good morning ****************,

                             My apologies for your experiences. I can assure you that we always install the parts that are provided by the manufacturer on a warranty repair. Also, when we were last at your home on 6/19/2023 we were unable to complete an actual diagnostic as to the issue with your system. I see that you were low on freon but that does not automatically mean that it is in the evaporator call. I welcome you to reach out to me at ******************************************************. I will help set up a call that i will waive the diagnostic charge so that we can come out and complete a leak search of your system. thank you.

   

  Customer response

  06/23/2023

   
  Complaint: 20207202
  
  I am rejecting this response because: I had a professional company out here on 6/20 and yes, the evaporator coil was leaking again for the 4th time in 7 years. Imagine that the same part has leaked again, who would have thought that. The other company said it should have replaced it with an aluminum coil and not the same copper coil that has given out 3 times in 3 years. The copper coil can't handle the pressure and as a professional company you know this but elected to go with the cheaper part. If nothing else, the fact that it leaked 3 times in 3 years should have told you it's an inferior part. I figured this out and I'm not in the ** business. Keep in mind 3 times in 3 years and all 3 times it was a different new copper evaporator coil. I want them to install the aluminum coil that they should have done on their visit in 2019 and reimburse me what I had to pay the other company to fix it. 
  
  Sincerely,
  
  *****************************

  

  Business response

  06/30/2023

  A brief history of this address,
  The Lennox system was installed and first started on 3/30/2016.
  The 1st OEM coil provided to Bayonet from ****** was replaced under warranty on 9/22/2017 at no charge to the **.
  The 2nd OEM coil provided to Bayonet from ****** was replaced under warranty on 5/22/2019 at no charge to the ** and a labor charge of $400 was charged to ****** due to the faulty coil lawsuit.
  Since installation, Homeowner has never had to pay a labor fee due to parts warranty. Bayonet was provided two OEM coils that were copper coated coils provided by the manufacturer Lennox, which was what was available at the time. ****** did not supply aluminum OEM coils until late 2019, after the repair was done in May of 2019. When we arrived on 6/19/2023 the homeowner refused to pay the diagnostic charge and refused leak search to confirm leak location. Bayonet does not include a leak search as a part of the diagnostic process. We must confirm where the leak is before submitting the part for a warranty claim as we do not intend to commit warranty fraud. With all this said, we will not be issuing a reimbursement for work conducted by another company, nor will we be installing an aluminum coil without proper payment collected.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new Condo April 2022 I've had Bayonet out at least 6 times. My problem is high static pressure beyond *******'s Recommendation .50 inches of water column. I'm at .70" down from .80" after they had reworked the cold air. **** from Bayonet did check the the air flow before and after making the changes and now it WORST than before. By having high static pressure will cause you to have several problems from losing a very expensive blower motor to a compressor. I've called numerous times and asked for a call back to no avail. It's been at least 2 months and nothing. I forgot to mention that I was a licensed HVAC Contractor back in ******* for 40 years and never once did I EVER treat any of my customers this way. I fill that there not sure how to handle the only by ignoring me. VERY SAD!!!! I've been considering writing a complaint to the ************** plus ******************************* but I figured I would try this first than COURT. I'm not one to take people to court but there leaving me NO choice. Please see what you can do before I take action. THANK YOU

  

  Business response

  05/26/2023

  **************** is asking for.5 static pressure on his Carrier air handler, which is possible to achieve in some applications but unfortunately with many duct modifications we were unable to fulfil his request. We have made 3 Saturday visits to his home and oversized his returns, cut in a new 12x12 return in his stand, run a supply duct directly to his master bedroom, oversized the return riser and cut the air handler deck larger to bring more air flow back to the unit at no cost to him. The result was, temperature reaching 70 degrees, static drop from .8 to .68 which is reasonable. **************** uses a 2 non pleated filter which raises the static pressure .2. on the return side. The supply side of the system is at .2 static. Unfortunately, ****, who has been helping ****************, was sick with covid during this project and was unreachable and unable to continue. We apologize for any lack of communication on our part. Despite all the past attempts to bring resolution to ****************, we are willing to bring this to the attention of upper-management first thing next week to see if there is technically/physically anything else that can be done to the unit.

  Customer response

  06/07/2023

   
  Complaint: 20104339
  
  I am rejecting there response because: I've been doing hvac my entire life and had my own HVAC business since **** and I known this is the cause ************ failure do to High Static. When you have High Static you have LOW CFM. **** did an Air Balance twice The first reading was around ******************************************************************************************************************************************** " it's worst now than when started I am loss " Were now running around 800 CFM. I have a 3.0 ton system that requires **** cfm and were only getting 800 cfm = (2.0) ton now NOT getting rid of the 400 cfm your generating this is NOW hard on the Compressor.( Slugging the Valves) Let's get the **** cfm and everything will level out. I strongly request they Contacting Carrier with this problem if they don't know how to fix it!!!  They have an excellent support team. Even I used them time to time when I got stumped. It's very sad that I have to tell them how to fix there problem!! If leaving this problem this way will cause blower motor failure and Compressor failure. I've solve many problems with high static and low Cfm for my competitors customers when I was in Business. This is NOT a hard fix!!!! I have faith they will figure it out.

   

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

  

  Business response

  06/30/2023

  Good evening ****************,

                         I have spoken with **** to see where we were with your home as well as what has been done. It seems as though that you have an air flow/return issue that is causing the high static pressure that you are claiming. I propose this, allow us to come back one more time with a flow hood to perform an air balance to make sure that your system is both producing the correct CFM's, but to also find where any changes, if any, will need to be made in order to achieve the static pressure that you would like to see. if this is acceptable, please call and ask for ******* or **** at ************. We can assist you from this point on.

  Customer response

  10/24/2023

   
  Complaint: 20104339
  
  I am rejecting this response because: Yes, I am still interested. I've- been waiting and waiting for my Certificate that i was told it would be E Mailed to me!!!!! my complaint with Bayonet, they said they were coming to again do an air balance and i waited and I couldn't wait any longer so my wife was here which i didn't want to do, but i had no choice, so i hope for the best, so when I spoke with the man from Bayonet when he arrived to my residence I told them I would need a picture of the Model and serial number of the hood (air Balance tester )they were using at my residence plus a copy of the Certificate from the ******* weight and measurement **** and they said they don't have it but it will be E Mailed to me (the Certificate). To this date I have not received the picture of the air Balance Hood Plate tag displacing the MODEL # & Serial # or the  Certificate from ******* weights and measurements. I'm not falling for this nonsense hoping time will forget. I would like to get this situation taken care of as soon as possible. I fill the reason there stalling is they might find something wrong that they don't know the answer to LIKE HIGH STATIC PRESSURE. I will believe if they get the high static down below .5 " WC I might have enough CFM TO PROPERLY COOL THE RESIDENCE.  There no way you can do a proper  air Balance one time with high static and get 825 CFM with a clean filter then you send over another guy and ( nothing changed to the system)  plus I had a clean air filter the day of and I get **** CFM but STILL have high Static. An Air Balance WILL NOT CURE the HIGH STATIC!! This sounds like someone is trying to pull a wool over someone. Since Bayonet CAN'T FIGURE THIS PROBLEM OUT at this time I would like to get an outside source to do an independent duct analysis and air Balaning testing of my system. Let's get done before the Holiday it's only been over a year +.
  
  
  Sincerely,
  
  *******************

  

  Business response

  11/08/2023

  Our last visit was conducted on 7/30/2023. An air balance was performed at the request of the homeowner. The total supply airflow was reading 1250CFM, with the total return airflow just under 1000CFM.  The Total static pressure with the ductwork repairs was .7 Inches of Water Column with the homeowner provided 2" thick pleated filter. With no filter installed, the system is pulling a .3 Inches of Water Column total reading. We have recommended the homeowner to use a 1" thick filter instead. 

  Customer response

  11/19/2023

   
  Complaint: 20104339
  
  I am rejecting this response because: as I Requested in the last letter I sent to you, I requested a Certificate from ******* Weights and *********************** with the serial showing me that your Air Balance Hood is in Compliance and even your Tech said to me over the Phone that you *********** it to me. as of Today NO CERTIFICATE YET!!!! So before moving Forward lets start with this Certificate in Hand then we can move with the Next Task. It seems like you forgot this part.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      *******************

  

  Business response

  11/22/2023

  Bayonet is diligently working on a resolution to your request for the certification of calibration that the technician had said he would email over to the homeowner. We have reached out to the manufacturer of the flow hood and are awaiting a response. Managment will reach out directly to the homeowner to follow up with any other concerns he has regarding his home. 

  Customer response

  11/29/2023

   
  Complaint: 20104339
  
  I am rejecting this response because: Thank You for the certificate, now let take that hood S# ******** and check the Air Flow from each vert through out this Condo and see what reading we achieve. Be sure to bring an Blower Performance Chart Rated for this Model Air Handler M# FB4CNP036 / S# ****F32827 and see how it a line with this Chart. Thank You.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   Sincerely,
  *******************

  Customer response

  12/21/2023

   
  Complaint: 20104339
  
  I am rejecting this response because: I am rejecting this response because: Thank You for the certificate, now let take that hood S# ******** and check the Air Flow from each vert through out this Condo and see what reading we achieve. Be sure to bring an Blower Performance Chart Rated for this Model Air Handler M# FB4CNP036 / S# ****F32827 and see how it a line with this Chart. Thank You.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  
  
  Sincerely,
  
  *******************

  

  Business response

  12/26/2023

  A member of our management team will reach out to the customer to facilitate any further communications regarding this complaint. 

  Customer response

  12/28/2023

   
  Complaint: 20104339
  
  I am rejecting this response because:
  Nobody has reached out to me as of this evening 12/28/23. 7:00 pm. Still waiting. I think there going to try to run the clock out. I'll keep you posted

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

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After having this company for years it's literally been a rollercoaster of uncertainty. Their emergency service is non existent. Over the years I've had to contact the emergency number several times and only one time anyone even answered it, and that was after they failed to show up during the 12 hour window they gave me. Was reassured that someone was coming soon, and no surprise they never showed up. I always see their cookie cutter response to people that customers without air are priority. Yet, I have been left for hours and days waiting for someone to come.MVP scheduling is horrendous. Here it is in may and I have yet to have had my first scheduled maintenance due to scheduling issues. First day we had scheduled I took the day off of work only for nobody to show up at all. Called them and was told they had customers without air who were priority. But not even as much as a heads up! Again, I've rarely gotten priority when I had no air.. I was given a cash voucher in my next service for that incident which was nice, rescheduled for a day in April. Took a half day off work. The window was 8-2. After 2pm it was apparent nobody was coming. Called them where I was put on hold for around 10 minutes while she checked on dates for another reschedule. Mysteriously they pull up to the house. At this point I told them I had to get to work and had to send the guy away. I regret that now as I sit here a week away from my MVP visit with NO AIR! Emergency line AGAIN is just a loop of their Bayonet song, that I know very well by now. Every time I have to hear it I get PTSD from all of the wasted time I've spent on hold with this company. When they do finally come out I usually get good service. Technicians are nice, do their job, but usually complain about the company. I don't know why I continue to deal with the lack of customer service.

  

  Business response

  05/23/2023

  Good morning **********************-

                                I have just left you a voicemail and invite you to call me back. Your complaint has not fallen on deaf ears and we understand your frustrations and apologize for the inconveniences that it may have caused. I look forward to speaking with you further when you call back. 

   

  Customer response

  05/24/2023

   
  Better Business Bureau:
  
  I have spoken to an operations manager where I was told I would receive a refund for my mostly unused maintenance plan. I still feel that they should stop advertising **** emergency as I was never able to utilize such service over the years. Claiming to have **** emergency sevice should be more than being placed on hold in endless loops after hours, nobody every answering, and voice messages not being returned. If they are returned it's always during business hours. THAT IS NOT **** EMERGENCY SERVICE IN MY OPINION!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got into a contract to with Bayonet Plumbing, Heating and Air Conditioning to maintain my AC system and plumbing. When the plumbing and AC dispatchers came out, they did a tremendous job. They did not leave any stone unturned. They were very pleasant and hardworking men and women. Per the contract I get two AC tune *************** visits but when my second visit was due, I was told that it would not be possible due to the high demand post the recent Hurricane. I was understanding and I waited. So they call me back to renew my annual service and I tell them you did not even honor my previous service contract how am I supposed to renew with you? So I got scheduled for service on 05/12/2023 for which I took off work to be home when they come for the maintenance call. After a month waiting on this day, on 05/11/2023 I receive a text from them for a cancellation of service and a request to reschedule due to emergency repairs that have hit their schedule, so they attempt to offer me a $30 voucher and a July reschedule time. I politely decline the offer and insist I need my service date honored as my AC has been many months without maintenance that I paid for. On 05/12/23, Bayonet did not show up for their service call despite me taking off work to be around. On 05/15/23 my AC system started automatically turning itself on and off. I am very upset because I paid for a maintenance package that was not delivered and the lack of service for my AC unit might actually end up costing me a lot of money in repairs which were completely 100% avoidable had Bayonet plumbing, heating and air conditioning maintained my AC system per their contract in a timely manner. I cannot afford to pay for those expensive repairs and that is why I bought a maintain package in the first place. I need Bayonet to come out and perform maintenance and any necessary repairs on my AC units since they are the reason my AC is in this state. Attached is the contract of business.

  

  Business response

  05/30/2023

  I am so sorry that this was your experience. We will absolutely help you through this situation. Please reach out to me at ************************************************************** and I will work with you to get the situation reassessed and resolved. Thank you for your patience and the opportunity to make this right. 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been a longtime customer of ********************** for over 10 yrs. We have spent thousands of dollars with this company. Service progressively got worse over the years and we decided we had enough when they called to reschedule service again. We work full time and have to request time off in advance to be here for the appointments so we can't keep rescheduling appointments the day of, every once in a while but this has become an ongoing trend. We decided to go with a new carrier and cancel with Bayonet. I requested a refund and I'm still waiting on a refund. I was told it would take 2 weeks for whatever reason and still have not received the refund after 2 weeks. I paid my invoices on time and would expect the same courtesy for a simple refund. Not to mention nobody even cared that they were losing a long time loyal customer. All I want is my money back that is due to me for the maintenance plans. Total refund of $339 ($270 MVP plan 2023 paid on 3/19/23 and $69 for remaining MVP plan 2022 paid on 3/14/22 for one remaining service that was never able to be used due to they kept calling to reschedule due to "scheduling challenges." Looking for help for refund please. thank you

  

  Business response

  04/14/2023

  Good Morning, 

  We apologize regarding the turn around time surrounding our refund process. To ensure that each refund request is handled properly, it goes through an approval process across multiple managers. The review, approval and processing of the refund itself can take anywhere from ***** business days. 

  I have discussed this with our team and someone should be reaching out to you shortly to discuss your concerns regarding rescheduling your appointment. 

  The refund in question has also been processed so you should see the funds as soon as the financial institution makes them available. 
  
  Thank you for your patience. 

  Customer response

  04/17/2023

   
  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

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been with Bayonet for 3 years. I paid for the ***** program during my time with them. I have so many issues with them, I can't list them all. I will start with their most egregious failure. They will call and cancel you on the day of your appoint. No apology. No future set up. No nothing. They use ridiculous **** hour windows that they have failed to meet several times. Once, they came to my home after 6 pm, when they were supposed to be there in the early afternoon. The last appointment I had from them was approximately 3 months ago on 11/12/2022. It was a service call. They ended up doing a "diagnostic" test, $75, and then replacing my thermostat, $307.05. What's ridiculous about this is my AC is not working properly again. Yes AGAIN. Barely 3 months after their "diagnostic" and thermostat replacement. Here's where it gets good. Their products are only under warranty for 1 (one) month, that means you could purchase a $5,000-$10,000 "product" from this "company" and it's only good for ONE MONTH. Let that sink in. To top it off, they are charging me a $99 service fee on top of coming out to check their "out of warranty" thermostat. Bayonet may have been good at one time, but they are horrible now. I hope someone with some true leadership abilities steps up to the plate for this company, or they are going to lose more and more customers. Lastly, you can speak to a supervisor until you're blue in the face, but nothing will get resolved.

  

  Business response

  02/27/2023

  I spoke with ************** and clarified the misconception regarding our warranty, which is two years on any materials and service that we provide and perform.

  ************** also explained his frustration with our timing and scheduling. I completely understand this feeling, and it is valid. We are returning to his home Thursday, 3/2, for an ac issue. I have instructed the tech to call me from on site to insure that all goes well for ***************

  Customer response

  02/27/2023

   
  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

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into a new home 5/2021 in which Bayonet installed the ** unit. In the first year under builders warranty Bayonet had to be called 6 times for issues with the **. Each time there was a visit, refrigerant was added to the unit. I asked if the unit was leaking as it was odd they had to add refrigerant each time. The unit has ALWAYS had cooling and humidity issues, even now. In November 2022, the ceiling in my garage had extremely bad water damage from the unit icing up and water logging the ceiling. I called Bayonet out and ONCE AGAIN refrigerant had to be added!! It has been cold the last few weeks so I never used the unit. When it warmed up and I turned it in, there was an odd sweet smell coming through the vents. Eventually I called the fire department non emergency line and was told it could possibly be refrigerant and to get in touch with Bayonet immediately. I have tried calling, no answer. I called after the last service call to demand that my damaged ceiling be fixed and was repeatedly told there was no manager in office. Before I make this a legal matter, I decided to open a BBB vase to give the company a chance to do the right thing and find whatever is leaking and also fix my ceiling. I also have a health condition that *** have been impacted by breathing in refrigerant, results are pending

  

  Business response

  01/05/2023

  I was able to speak with ******************** regarding her concerns. We will be sending the area manager out with a lead tech to assess her ac system and humidity as a courtesy and no charge.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bayonet *********************************************** was called on April 23 because my air conditioning unit was not working and I paid $336.00 because the system needed a balance and leak search because it was low on pressure. The technician could not find the leak and another technician determined on April 27 that the pressure switch was leaking and the cost to repair was $307.35.The welding repair did not hold and another technician returned May 14th and replaced pressure high pressure switch cost $403.65. On November 24th ******* (name of the senior repairman) came out to the property and determined the leak in high pressure switch was do to the technician that did the repair on April 27th not installing the pressure switch in the right place He fixed the problem with the leak but the unit would still not turn on in Orlandos words all the problems with the high pressure switch caused the unit to click continuously and broke the contactor. I was charged on November 24 $179.55 to replace 30/40 amp contactor switch (which service man ******* said was because high pressure switch was not repaired correctly) We have a warranty on parts but the labor was waived not the part and we were charged for the part and $75 for the service call which is incorrect. Problems didnt end there. The unit was left running continuously resulting in a very large electricity bill for this month. On November 30 they came out again $75 was charged in error (because the technician thought it was a different unit)and reversed because it was the same unit. On Dec 19 they replaced defrost board $201.25 (warranty replaced labor only) which was the problem determined on November 30th.In my opinion the $179.00 repair on November 24th and the $201.25 on December 19 repair resulted from the faulty workmanship on April 27th. I would also like the $30 coupon reinstated that I used for the work completed on November 24.$380.25 outstanding plus good will coupon issued for $30. Originally I only wanted the $75

  

  Business response

  01/04/2023

  We are reviewing the complaint and will have a manager reach out to you as soon as possible. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 22 Bayonet came to my house for a second time to diagnose my HVAC unit and finally the motor blower had gone out. I called October 4 the first time the system was having issues. Nothing was found on the October visit until the diagnosis of the same issue in November. It is now Dec 27 and I have gotten no follow up with Bayonet on the order of my ************* I have called once a week with no call backs or updates except we will notify the parts department. When was the part ordered, what is taking so long, are there any other options or acceptable warranty parts that can be used if Carrier doesn't have motor blowers etc. I am trying to survive with no HEAT in the house the coldest week in ******* without heat. I have emailed them, asked for an Owner, Manager, Supervisor to call me back and it's been crickets. I have used them for 3 years to service/diagnose any of my issues with no problem but maybe this business has finally bitten off more than they can chew with new builds and current customers. I have paid for the *** program all years and I am disappointed in how long it will now take for someone to come out and do my Maintenace on the unit as well as other services. They rescheduled once, then my unit went out so they couldn't come the rescheduled Maintenace appointment because you can't service a nonfunctioning unit, right?!? I think over a month is long enough to go without Heat/AC without any answers or resolve on top of terrible front line *****************

  

  Business response

  12/28/2022

  Good afternoon, ******************,

          Thank you for taking time to speak with me today. Again, my sincerest apologies for what occurred with your job. As stated, this is definately not what Bayonet expects nor how we should work. I look forward to hearing from you tomorrow regarding your blower motor and in the future for anything else that you made need.

  Customer response

  01/05/2023

   
  Complaint: 18645405
  
  I am rejecting this response because:  I contacted Bayonet last week for ***** to call me back to get the *** tune up inspection scheduled and a call back and still no one has called me back.  I am not sure what is going on with your Front ********************* personnel.  Either they need training on following up with calls and ensuring they are routed to the right people and resolved or there is a blatant disregard by upper management as well.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the *** plan in July 2021 that consists of two preventative maintanence cleanings. During the second cleaning appointment in April 2022, technician was not able to complete the work due to bad weather and the service department rescheduled the work to two weeks later. However, the second cleaning has not been completed so far. Fom April to December the company moved/rescheduled my appointment several times stating that the technician was running late due to prior jobs and won't be able to complete my work on those days. There were also some instances where the technician simply missed the appointment and there was no correspondence from Bayonet during those days. I can understand that missing 1 or 2 appointments in this line of business is common, but happening consistently for so many times is not acceptable. I would like to get a refund.

  

  Business response

  12/22/2022

  We sincerely apologize for the level of service you have received and the experience you have had with our company over the last year. One of our managers will be reaching out to you momentarily to discuss your experience in more detail. The refund request has been approved and will be processed as soon as possible. Again, we apologize and look forward to speaking with you shortly. 

  Customer response

  12/24/2022

   
  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,
  
  *******************************************

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