ComplaintsforBayonet Plumbing, Heating & Air Conditioning, LLC

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had an ac outage on Friday overnight. Spoke to them at 7:15am on Saturday morning. Was assured as a VIP member that I would be taken care of that day. Satisfied and happy to here as it was a miserable night previous with no AC. Called back mid afternoon to be assured again that someone would be showing up. Was told that I would be in que a bit after 4pm. Called again around 7 after not hearing anything. Was told at that time that they work late and are behind, but assured me that someone would be coming. At 12am I gave up and went to sleep. Called them Sunday morning, they were confused and had no explanation for why nobody showed up and we're sending someone out. To my surprise I got confirmation shortly after that the guy was on his way. He asked me if I wanted to use my MVP visit credit for the visit which saved me $75. I agreed. but the issue is that he didn't perform the normal checks on my system that usually occurs during a MVP visit. He filled refrigerant and charged me accordingly. I reached out to the company via their website contact on Sunday and haven't heard anything back yet, and doubt that I will. Not sure how they can have a BBB A+ rating badge on their website.

  Customer response

  09/20/2022

  Desired resolution would be an explanation on why I wasted a whole day being told a technician would be coming and in the end not showing up.

  

  Business response

  09/20/2022

  I apologize sincerely for the issues in communication. We have been experiencing many complaints in the communication realm lately and are actively taking steps to correct it. The issue here is that the technician wrote the following on his invoice (attached in pdf form): "found system freezing up due to low refrigerant. Homeowner just wanted me to add gas, system took 2 lbs to reach specs. System is operating properly at this time." This note did not indicate to our staff that additional follow up was required. While he may have communicated something different to the customer, it was not communicated back to the office. He will be spoken to regarding this shortcoming so as to prevent it happening again. 

  To the customer, i would also say this: HVAC systems don't typically require more refrigerant to work as they run in a closed loop system. It is not like a car that requires more gas based on mileage used. There is very likely a leak in the system; please let us know if you would like us to follow up. I would appreciate the opportunity to properly communicate to you.

  Customer response

  09/20/2022

   
  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

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a contract for A/C servie 2 times a year, I made a appointment a few months ago and they never showed up, I called and made another appointment and they never showed up, I made a 3rd appointment and they showed up today and said he can't service my unit because its in the attic. The company knows its in the attic as the also installed it 10 years ago. I would like my money back that I paid for the contract that's all. I tried calling many time and you can not get them. Been on hold for over a hour before I filed this. The man finally came over around 1 ;30 and did service my a/c but did not have a air filter for me. Also I had a friend buy a new A/c Unit from them and he gave them my name, and I also talked to the people in the office as I was told I would receive 100.00 dollars for that and never did Referral Club If you're an MVP customer for every friend, neighbor, or relative you refer to us who purchases a new air conditioning system, we will give you $100. Our satisfied customers have earned thousands in referral rewardsjoin the club today and let us thank you too! Just have your friend, neighbor or relative call the service center nearest to their home and tell us they were referred by you.

  

  Business response

  08/25/2022

  Business Response /* (1000, 9, 2022/08/11) */ Thank you for speaking with me once again regarding your referral bonus. Again, thank you for you patience and I am happy to hear that you indeed received it.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our A/C unit went out the weekend of June 12. Bayonet sent out a tech on Monday and told us our blower was out and needed to be replaced.They wanted$1500 for a new blower and $200 for the service call. We were told the part would be expedited. The tech tried to give us temp service but said the part he had on the truck didn't fit and wasn't sure how long it would provide air. Well it didn't. On Wenesday I called because I hadn't heard from them, they told me the part was in and they would have some one out on Thursday. The tech came replaced the blower. On Saturday July 16 the ac was out again. I called Bayonet on Sunday the 17. I called three times during the day because no tech was out. At 530 I was told there were still 3 calls ahead of mine even though no a/c is considered an emergency for older people and people with health conditions. I received a text at 830 that night that a tech was on his way. He never showed up. I called them back Monday morning and asked for a supervisor no response. I called another a/c. And they told me I didn't need a blower as the condensation saturated my insulation and I needed a whole new unit. The unit was replaced but I am out the $1500 for the blower and the $200 service call. The company that replaced the unit said they should have known by the condensation built up in the unit. No response from Bayonet.

  

  Business response

  09/01/2022

  Business Response /* (1000, 9, 2022/08/11) */ Good evening. I am sorry that you experienced this. I see everything that you are describing on your account except the visit on the 17th. I welcome speaking to you in regard to this appointment. I am out of the office on Friday, 8/12, so please reach out anytime on Monday the 15th. Consumer Response /* (3000, 11, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't feel this will be resolved in my favor. I don't need an apology or to discuss the events of 08/17. I want my money refunded. Two service men came out and replace a part that they should have known was not going to repair the unit. I was never informed that the unit needed to be replaced. Four week later the unit was out again. I needed to replace the unit which cost $9000.00. I was told that Bayonnet should have known that with the amount of condensation in the unit. I spent all day on 07/17 waiting for service that never happened. I was told by Bayonnet's own call center that no a/c was considered an emergency and I had no service all day. There is no excuse. I don't want conversation I want my money refunded.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company: Bayonet Plumbing & AC Date of transaction: 7/2/22 Transaction: $961.50 In the initial service (6/28/22) to figure out what was wrong with our AC, the AC servicer quoted our service as $269 since we are still under warranty. The part that needed to be replaced was the Blower Motor. The initial invoice shows this quote and that the costs were deferred due to our ongoing warranty. We paid $75 for the representative to come for that day. We called Bayonet every day to receive an update on when our AC would be serviced. Every day leading up to today, we were told that there was no "ETA" on the service part available. On 7/1/22, we called to see if there was an update and the representative told us we would be serviced the next day. However, we did not receive a confirmation number, call, or email to ensure our spot for service until we called once again later in the evening. Today (7/2/22) AC servicer came and told us that our warranty expired and we would have to pay more than $1100 for today's service. Before Brendan notified us of our warranty "expiring," the other employees and initial AC servicer of Bayonet that we spoke to throughout this entire week, told us the complete opposite- that we were still under warranty. The initial invoice demonstrated that we were still under warranty. We ended up paying $961.50 for today's service. Due to us waiting almost one week without AC, unclear cost repair expectations from the initial AC servicer to today's servicer, and unclear conversations with Bayonet's representatives, we are asking for compensation.

  

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/05) */ Contact Name and Title: Kris B. Contact Phone: XXXXXXXXXX Contact Email: ***********@bayonet-inc.com Our records show that this was an error on the original technician's part. We will refund the difference between the amount charges and the original quote. We apologize for the confusion and the original error.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called bayonet as my ac was not working. They said everything was good after replacing the TPX valve. 3 days later one-line clogs and they come to unclog the lines. 4 days later the other line clogs and their installed shut-off valve doesn't work, and we have a leakage. Not only we never had problems before Bayonet touched our AC but also, we always kept the lines clean There was a huge water leakage just a week after the first and 3 days after the second time bayonet was at my house. Called Bayonet and they refuse to admit any blame or repair our damages caused by them.

  

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/07) */ We have reviewed this service call thoroughly. The system that had an overflow was not a system we worked on recently. We worked on the downstairs system and the upstairs had the issue for which this complaint was filed. While we did address the downstairs unit, the upstairs was not touched by our employees. Consumer Response /* (3000, 7, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a copy from the Bayonet invoice: At this time, everything is working and cooling great Also, the upstairs unit WAS touched by bayonet employees, including stated they both were working

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was charged $403.65 for a repair that was under their 30 day warranty on May 23 2022. The part was also under warranty. On April 29 I was charged $307.350 for the said part (that was causing an external leak) to be welded. The weld did not hold and the part had to be ordered On April 25 2022 I was charged $336.00 for leak detection. An external leak was missed. The leak was deemed to be inside but it was found to be outside on a subsequent visit I spoke with Michael in customer service on Friday May 20th when I found out I was going to be double charged for the same repair. He said he would speak to the service manager on Monday because he had left for the day. Michael said it sounded like a technician error on the first visit that continued to go south for 3 more visits. We have another property with another MVP plan from Bayonet. This fall the technician said he didn't have a ladder and couldn't change the filter. I called Bayonet and they told me the information was incorrect. The technician pulled the ladder from the truck and I didn't feel it was necessary to supervise. Three months later there was trouble turning the system on when it got hot and we got a good technician this time he changed the filter. It had not been changed by the technician that got the ladder (he didn't have) out of his truck

  

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/05/25) */ I emailed our AC Service Manager and received this response: "She is due a refund for 403.65, due to the pressure switch leaking less then a month after a repair was made. This has already been sent for processing. I've left messages on all numbers on the account to notify them as well as trying to call them today to try and resolve this issue." The homeowner has been unresponsive to our voice messages. We have already processed her refund and she will have it soon. Consumer Response /* (2000, 7, 2022/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  04/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a new Centex (Pulte) home on 02/04/2021. The original installation of our AC system was done by Edmonson Electric Inc. Our independent inspector noticed an unsealed refrigerant line penetration prior to us closing on 02/04/2021. The issue was never resolved, which caused the exposed wires to deteriorate. I raised this issue during our 1-year walkthrough with the builder. Builder informed me that all warranty issues related to the AC system would be handled by Bayonet. Bayonet was originally scheduled on 3/7/22 to address this issue. When the tech (Armando) arrived and assessed the damage, he advised me that the scope of work was not properly communicated to him and that he would need additional approval from my builder to complete the work. The tech came out again on 3/14/22 and before he started the repairs, he explained to me what he was authorized to do. The steps he claimed he was approved to do seemed like a subpar way to repair the issue. When I asked the tech whether this was the proper way to do the repair, he stated "if this was my home, I would not do the repair this way." At that point, I told the tech I did not authorize the repair he wanted to do and told him I wanted the repair done properly. I advised my builder of this concern, and they followed up with Bayonet to discuss the scope of the work and the need to reschedule. On 4/6/22, my builder informed me that the manager, Ryan, stated the correct repair was to cut and splice the wires further up, replace with low voltage wire using a solder and then heat shrinking it, and then sealing with expanding foam around the bottom of the AC chase (which differs from what the tech said). Tech was scheduled to come 4/12/22 between 12-4PM. Tech arrives at 415PM and says he doesn't have the tools for the repair. Called customer service and they stated the tech told them he's waiting to hear from my builder. Either the tech is lying to me or he's lying to customer service. Repair remains unresolved.

  

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/04/13) */ Contact Name and Title: Kris B., Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***********@bayonet-inc.com Mr. ********** I am personally very sorry you felt the need to file this complaint but understand that the new company you are dealing with might feel disconcerting. I assure you that all repairs will be made and you will be satisfied. I quickly looked at your home's records in our system, and they show that a job is ongoing. Someone will reach out to you today to schedule these repairs so we can amicably resolved this problem, although Bayonet didn't create it, we will make it right for you. Thank you for your time, patience, and for bringing this matter to my attention. Consumer Response /* (2000, 7, 2022/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) A manager with Bayonet, Ryan, came to my home today to complete the repair. Ryan went above and beyond to rectify this situation. Not only did he repair the wires, but he removed kinks in the line and adjusted the line running from the unit to the chase to improve the aesthetics of the outside unit. In addition, Ryan added detergent tabs to my inside unit to assist with the prevention of blockage in my drain line. Ryan's commitment to quality and customer service has changed my perspective on this company 180 degrees.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Earlier this year we purchased an MVP from Bayonet. We had an inspection done around April of 21. In September we moved out of the home we were living in that has the MVP. The home in Winter Haven that has the MVP is for sale. We scheduled an inspection of it for December 29. When I made the appointment, I told the person we were no longer living in the home, and we would have to drive about an hour and a half to meet the technician. The appointment had a window of between 12-4. We were sitting in a hot car waiting. We called a few times inquiring when the technician would arrive and told her we were sitting in a hot car waiting. The technician arrived after 4 o'clock and seemed in no hurry to start the work. Mrs. ******* was starting to feel ill from sitting in the car in the heat plus we did not want to pay for our dog to stay in the kennel overnight because the technician was late and have to make a 3-hour trip to pick her up the next day. We are both in our 70s and have health issues. We ended up having to take Mrs. ******* to Urgent Care because she was feeling really sick with breathing problems. The doctor said she could have died from the breathing problems. Now they have her on 3 meds and she has to spend at least 10 days in bed. Mr. ******* has Leukemia. After getting sick waiting for the technician, we refuse to come and go through the experience again. We demand a refund of the $72.50 of the MVP. We have not had any repair issues during the MVP. We will be willing to provide Bayonet proof of the visit to Urgent Care.

  

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2022/01/03) */ We apologize for the service delay last September and are deeply saddened to hear about the aforementioned health conditions. We will gladly process a refund in the amount of $72.50 for the unused MVP tune-up. Again, our sincere apologies. Consumer Response /* (2000, 7, 2022/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as we receive the refund.

• Initial Complaint

  09/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called bayonet plumbing on 9-5-2021 to replace a leaking hot water heater. A technician arrived shortly there after and confirmed the hot water tan needed replacement I was told the replacement would happen on 9-6-2021 and bought a 1 year service contract on the new water heater and my a c unit for $323.68. After leaving several messages on 9-6-2021 on the emergency contact number there was never a return call. On 9-7-2021 I was able to speak with a receptionist who could not not give me an answer as to why no one ever showed up to replace my hot water heater, but would speak with a manger and get back to me, As you might expect no one ever called. Again i called and got a hold of TAMMIE a dispatch manager who i talked to on 9-5-2021 and was told she could not have anyone to my home till 9-8-2021. At this time i cancelled the entire project and requested a refund of the 323.68 that i paid on 9-5-2021.She had to get ahold of the credit dept. and i would be refunded within 3 days.

  

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/13) */ Contact Name and Title: Darrell A. Plumbing Mgr Contact Phone: XXX-XXX-XXXX Contact Email: *********************** To whom it may concern, Thank you for bringing your concerns to our attention. While we strive for perfection, it appears at some point there must have been miscommunication regarding the scheduling of the water heater replacement, as the equipment needed to be ordered and it was a holiday weekend. Typically, a credit card refund may take anywhere between 7-10 business days to process. We did verify that the refund is processed on our end, but it may take a few days to post to this customer's financial institution. Our sincerest apologies that we were unable to meet the scheduling expectations for this customer. Sincerely, Darrell A. Plumbing service Manager

*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. ↩