Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have an extremely detailed report attached. There is so much detail for this issue we attached a word document. Basic outline, Improper install of an AC until caused leaking into our townhome which caused water damage and eventually mold. We have continuously called and followed up with the company. They have admitted that they are at fault however they will not finalize the remediation and repair work. Please read the attached document. This has been going on since March of 2024.

  Business Response

  Date: 10/23/2024

  We express our gratitude to *** and Mrs. ****** for initiating this complaint. We have forwarded this matter to our insurance carrier, which has acknowledged receipt and is working to establish grounds for an agreement with the *******. We have interceded to facilitate the resolution of this claim. Unfortunately, this process has been time-consuming, and the insurance company and the ******* have not yet reached an agreement on the settlement. As I understand it, our insurance company will continue to seek common ground, as its findings differ from those of the third party. We sincerely regret that this situation has arisen, and we have taken a procedural approach to facilitate its resolution. If the insurance settlement is unsatisfactory to the Gilrays, litigation may be necessary to substantiate the claim and gain their desired resolution.

   

  Badger ***** Services 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22463100
  
  I am rejecting this response because: this is the same response we continue to get from Badger Bob's.  They are the reason we have these problems and all they continue to do is say it is in our insurance companies hands and there isn't anything they can do.  The insurance company has not reached out to us after our last two emails asking for what the next steps are.  It does not seem acceptable that a company can perform poor workmanship that creates damages to one's home and then step back with their hands in the air and say we are very sorry, but it is up to our insurance company.  
  
  Sincerely,
  
  ******** And ***** ******

  Business Response

  Date: 10/30/2024

  Subject: Update on Your Claim
  Dear *** and Mrs. ************ wanted to update you regarding the status of your claim. We are currently corresponding with our insurance company to gain clarity on the roadblock affecting the agreed closure.
  I sincerely apologize for the continued delay. Once I have a complete understanding of the issue and what it will take to resolve it, the adjuster will be in contact with you.
  Thank you for your continued patience, and I regret the length of time this process has taken.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22463100
  
  I am rejecting this response because this is the same thing they have been saying for months. Also, the insurance company not Badger Bobs has reached out to us once to provide any sort of update. Seems like they will only reply to the BBB with pacifying remarks. We need action!
  
  Sincerely,
  
  ******** And ***** ******

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  By the end of June, 2024, our air conditioner had excessive condensation. From the first, I told them system is not right. Our house air conditioner is just a year old and they are the one who also installed. First service, they said there's nothing wrong, then condensation didn't stop. So called 2nd service, the tech came out and diagnosed the electrical wire in the attic wasn't sealed so I paid him to fix it and he put cement plaster around duct as well which made it worse later &issue never got fixed. Called third time, the tech seemed so reluctant to even take look into but said installer in their company got to come out to fix it. For more than one month, no contact from that ***** so called fourth time. The fourth tech also didn't even take a look at saying he will contact installer. Never heard again so called fifth time. This time our unit was literally dripping water all over the unit including duct & even return. The same fifth tech showed up so later than appt. then he was very rude tossing his equipment around. I could tell he wasnt into working in our issue. This time our pan was full of water so he pumped water out unwillingly when I told him, then again the same comment he will have manger take a look at it and construction manager should do contact. Never heard again.This is horrible. I have never had this dumb service and none of their technicians wanted to fix or knew how to fix or didn't care our concern. This company just wants to make money and once warranty gets over, its joke. They didn't fix our issue yet. Tried to talk with manager but even customer service member didn't transfer me saying their system can't transfer the line. This is crazy. I put the review in their website and asked me to email them but my email never gets delivered due to unavailable server despite several attempts. I could tell its a fake email ************** just put it as a gesture in their response to the reviews. I want them fix & make it right!

  Business Response

  Date: 08/16/2024

  Hi ***************************
  Thank you for bringing this concern to may attention.  This should not have happened.  We clearly had a miscommunication issue between our regular *********************** and our ************************************ department.  The demeanor of our technicians should not be one that leaves you feeling like an inconvenience.  I apologize greatly for this.  The corrrect department will be contacting you today and visiting you today.  We will certainly get this taken care of for you.  Thank you for sending the photos and detailed correspondence.  

  The emails on our website are all real and one that would work for anything would be ***************************************** or for new construction specific items **********************************************

   

  Best regards,

  Badger ***** Services Inc. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22151191
  
  I am rejecting this response because:
  They attempted to replace duct and return insulation trying to eliminate the source of condensation.  However about several hours after their work was done, condensation started around the seam between duct and the unit.  I was watching them working on the replacement.  I see this duct doesnt seem to fit properly.  I am not sure if this starting condensation is going to lead into the whole unit water pooling.  But I know we shouldnt have even this much condensation right after their fix if work is done right.  I am concerned that this leaking water gradually makes the duct soak wet and affects the **** with mold and possible future further damage to our air conditioner. I can't believe how many times I have to call for the right service.  I believe until they find the true source and make it right to the completion, their job is not finished yet.  It is very frustrating.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/21/2024

  Hello, 

  I will have that team reach back out to you and take a look at your concerns.  We will be in touch soon. 

   

  Badger ***'s Services Inc. 

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Badger *** to have someone come to repair AC. I told them it would freeze up after a day running and is constantly on. It is a 3.5 ton unit and takes about 12 lbs of freon. The tech ame and put 9 lbs of freon in the unit and charged me $1200. The tech name on the bill was *****************. I called Badger *** and got nowhere. Beware of these guys I thought they were reliable but I was wrong. JUST FOR FUTURE NOTICE 9 LBs OF FREON MISSING FROM AN A/C WILL NOT RUN AT ALL.

  Business Response

  Date: 05/10/2024

  Mr. *******************************,

  We will be contacting you in short order to discuss this experience.  Apologies for any inconvenience this may have caused you and your family.  We'll make it right. 

   

   

  Customer Answer

  Date: 05/10/2024

   
  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.They made request to fix the situation. It was nice that the BBB was able to get me a voice for my complaint. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought 3 ** units from Badger *** on June 2, 2023 for a total of $25,750. The purchase comes with 2 free service appointments over the next year. Last Thursday, April 25, 2024, their service technician came to our property for the second scheduled service appointment. During this appointment the technician recommended that we install 3 ** lights to keep mold out of the system. We agreed and he went to install the 3 ** lights for a total of $1425.75. However, when doing the installation on the upstairs ** units, the technician shorted out a board that required him to got get a new part and come back the next day. He returned the next day and completed the ** installation, but left without checking if the ** unit worked. I left the same afternoon as this is a rental property and we had renters coming the next day. The renters arrived the next day and found the upstairs ** unit not working. Our property manager had to get the unit fixed on April 29 and 30 for a total of $623.13 from a third party. The upstairs unit needed what is called a connector (it connects the high voltage and low voltages that come into the **). This is not a part that regularly wears out or ***** out. BTW-The ** unit is still under warranty anyway.I have been trying to contact Badger *** for the last 3 days. I have called 6 times and left multiple messages with the "supposed" supervisor. I have been promised calls back each time including one today that promised a call back in 30 minutes. I have not received one call back. I have spent a considerable amount of money with this company over the last year, and then they damaged my ** unit. Yet I can't even get a call back and their customer service people are unable to do anything to resolve the issue.

  Business Response

  Date: 05/06/2024

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

  I apologize for this negative experience. WE can do better.  I understand that you have already spoken with ******* and he immediately refunded your money.  We will reach out and make sure you are satisfied with our proposed resolution.  Thank you. 

   

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have used Badger ***'s for years to handle all plumbing, HVAC issues and work. we never called anyone else. Our toilet in the master bath started acting sluggish, and I called Badger ***'s to fix. I gave the receptionist the model number of the pressure assisted toilet. she advised that this was an after hours call, and would be $120. I said not a problem. The tech snaked the line, checked the cleanout at the street, and after an additional $100 of "diagnosis" concluded that the pressure assisted toilet was not working, and left without resolving the issue. I called Badger Bobs to find out what the next step was. I received a call from *****, a manager, who said that should not have happened. he would talk to the tech and credit the additional diagnosis fee toward the repair, and get back to me with the next steps. I did not hear back. I called back to find out the status, was told I would be called. I did not get a call back. I researched the issue, ordered some parts on Amazon, and fixed it my self the following weekend. I called and told the receptionist I wanted a refund. I was told I would be called back. I did not get a call back. today, I went in to their office and spoke with ***** directly. he would not give me a refund, because they performed the service call. I do not need a plumber to come out and tell me the toilet is not working, and charge me $220. We will be finding someone else going forward, but the Owner should know, and BBB should know. I cannot get the time they wasted back, but I want the full $220 back on principle.

  Business Response

  Date: 04/17/2024

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

  Thank you for bring this situation to my attention.  In light of the difficulty you had with gaining a resolution to your less then 5 service experience, I will issue you a full refund(220.00).  I apologize for the inconvenience this has cause you and we home you'll re-consider our services in the future. 

   

  Rich Kesteloot 

  General Manager 

  Badger ***'s Services 

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They replaced my A/C unit and I have had an issue that is still not resolved. I have made numerous attempts to get this fixed. I finally received a $1,292.85 proposal to fix the problem (that did not exist prior to them performing their work. I would like clarification as to exactly what this work entails and can not get an answer.I have made numerous attempts but upon calling, I get what appears to be an answering service, get put on hold repeatedly then disconnected. Return calls go into a queue for and excessive amount of time before I give up and disconnect my self. I have also left my phone number for a return call and do not receive one.I am a business owner as well and I understand and appreciate customer service challenges but this company is really difficult, I might even say impossible, to communicate with. I am also challenged by the fact that I am not a full time resident and have to travel here to meet with their technicians.This complaint is out of complete frustration!

  Business Response

  Date: 03/07/2024

  I thank you for bringing this issue to my attention.  You will receive a call from our HVAC operations manager today.  We should be able to come to a resolution.  I am sorry you had that experience with our call center.  I will address this issue as well.  Thank you.

   

  ***************************, General Manager

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 25 January ****, i contacted Badger Bobs regarding an issue I was experiencing with my Whirlpool wall oven. I asked specifically how much I would be charged to have a technician come to my home and diagnose the issue. The Badger Bobs representative informed me there would be no charge, that it was free. I scheduled the appointment for 29 January ****. The technician arrived and performed the diagnosis, then demanded payment of $120.00 for service call/diagnostic. When I scheduled the appointment, I was *********** was free. Then the technician shows up and demands payment. I believe this a fraudulent way to conduct business and demanded a refund. The supervisor I spoke with on 30 January **** (***) refused.

  Business Response

  Date: 02/12/2024

  We agree this fee should be refunded in fact the refund was processed on our end January 30th, 2024.  I am having the accounting staff look into what the check number was on the refund and track where it is.  I apologize for any inconvenience this has caused- as **************** should of received this days ago.  

  Customer Answer

  Date: 02/14/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received an email that I had won in a contest a Reme-Halo LED U/V system for my A/C unit.I was sceptical but called to inquire. This was ***** of 2021, sure enough they said the unit was new and they would install the product and include a 7 year warranty on unit and 4 years on the bulb. Everything worked until recently and as I was in need of a replacement A/C unit I asked the new installers to relocate the Reme unit to above the Air Handler. At installation the installers informed me the unit was not functioning properly. I called Badger Bobs and they will cover the unit under warranty but will charge me for a service call. I emailed RGF Manufacturing the builder of Reme and they confirmed warranty or exchange if necessary but will not cover labor. I find that this is misleading to offer a 7 year warranty but not cover the labor. I spoke with ******* who was very friendly but would not budge on the labor. The unit is useless now and I would recommend that anyone interested in this type of product do your research and get everything in Writing. I do understand the many difficulties in operating a small business but customer service is always rewarded by loyalty from the customer base.

  Business Response

  Date: 03/30/2023

   

  ****************** thank you bring out attention to this concern.  Below marks the events that took place which land us to where we are with your concern at this time. 

  4/22/21- Install Complimentary RGF **** HALO LED Whole house air purification system that was won thru observer. 
  4/22/21- Due to application restrictions, had to install Reme halo led in attic above unit, ran wire up to new location ( above and beyond standard installation) 
  3/23/23- *************************** gets new HVAC Installation from another HVAC Contractor and has them move the **** HALO LED from the attic to a new plenum installed on new HVAC Air handler in closet. At time of them moving the system, advised it was not working properly
  3/29/23- Spoke with ****** about solution and advised that the system is still under a Part only warranty and he would be responsible for the labor. We quoted $89 to come out and take care of the situation. That would handle the labor, warranty claim of reme halo and any misc. items needed. ****** felt that the warranty should cover everything and he should not come out of pocket at all. 

  Due to the fact that another company and touched and reinstalled this Reme Halo unit we maintain that this company is responsible for correcting the wiring of the unit in order to get it in proper working order.  If the unit itself is not working at all because the cell or bulb is defective then we'd be happy to return and warrant the part and the discounted labor rate to install the defective part would be 89.00.  However we urge ***************** to get the contractor that installed his new AC system to return and fix the issue as it would be at no cost to him.  We appreciate ********************** business and look forward to working with him in the future.  

• Initial Complaint

  Date:01/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2022 I purchased and entered into an "Ultimate Membership Agreement" with Badger ***'s for $294. I entered into this agreement because at the time Badger ***'s sold appliances and the agreement that I paid for with them included benefits for purchasing appliances. I had been speaking with representatives about purchasing appliances from the company and had an electrician and plumber from the company come to my home to prep the spaces for the installation of the kitchen appliances. Without warning, I was told in early January of 2023 that Badger ***'s was no longer selling appliances and I would need to purchase my appliances elsewhere. I went to another company to purchase the appliances for my kitchen. I had those appliances delivered only to find that they would not install the large over the range microwave because there was not a ready plug for installation. I contacted Badger ***'s who I had prep the spaces and was told that they would not install the microwave because I did not purchase it from them. I did not purchase it from them because they refused to sell me appliances without any warning and after I had made an agreement with them that included the ability to purchase appliances. As a resolution I want them to prep the space as I had requested in the first place and install the over the range microwave without damaging the stove or any other appliances and or parts of my home and honor the agreement I entered into with them. I would not have paid for and entered into the agreement if I had known that they were not going to sell me appliances. I am stuck with an incomplete job as a result of the abrupt change that they made in their services and am out money and time that I otherwise would not have had to spend.

  Business Response

  Date: 02/01/2023

  Thank you for bringing this issue to our attention.  A representative from Badger ***'s will touch base with you soon. If an accommodation cannot be made then rest assured you will be issued a refund the the membership cost. 

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The service from this company is terrible. I have called multiple times regarding an issue with my new air conditioner and no one will call me back. Your calls go directly to a call center. You can never be directly connected to someone at this place of business. This is bad form for a business that just sold a 10K air conditioner to me.

  Business Response

  Date: 10/14/2022

  ***,

  We understand that JR came out to your residence and helped with some diagnostics of humidity issue.  He changed the thermostat and as I understand it this issue has been resolved.