Complaints

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Baldini Plumbing here in Mass to install a new Carrier Furnace and a new on demand Navian water heater. Both appliances were installed on 4/21/21. I reached out to them several times to service both products for the annual service.The tech came to my residence on 4/22/2022 to serviced both appliances-or so I thought. The tech did not clarify with me what exactly was done and he left a real mess in my driveway.... a frothy chemical solution leaked all the way down my driveway from where the truck was parked. It took a lot of scrubbing and watering to get rid of the chemicals and there is still a stain on the pavement.Baldini did not service the aqua pure water filter that they installed... they said the total cost would be 355 dollars which is 100 more that other local companies. They failed to discuss or even put in a new aqua pure filter and they did not service the Neutra safe product that they installed as well. I was told my annual service would cover everything and I resent finding to today that these were not taken care of. The office manager is a jerk and told me today that " I was always complaining and that maybe I should go to another company. Baldini did not do the service completely yet they charged a high price... leading me to believe my service was all finished for another year. I have spent 20 plus thousand dollars with this company and its a shame that they do not recognize me as a good customer.I was ripped off and blatantly deceived.... my new systems may fail or not work well because they failed to address/replace ALL the moving parts!

  Customer response

  06/11/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  06/14/2022

  One of our guys went out to ********************** property, at his request to service both the navien and furnace we had installed for him. After which, we had received praise from ******************, with constant and relentless contact with either positives and negatives for weeks following the job. This type of contact is unusual for us and our office manager was the target of the relentless contact. On April 22nd, a trusted employee of ours went to the residence to service both systems at the request of the customer. We are unaware of any chemical spillage and our employee fulfilled all of the requirements of the job at the price discussed in depth with ******************. On the behalf of us at Baldini Plumbing & HVAC LLC we apologize for any inconveniences, complaints like these are a rarity for us.

  Customer response

  06/14/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I disagree because Baldini failed to flush and replace the contrast solution/media on the Neutra safe product which they installed.This product is to be serviced annually by the **** company that installed it as per the Neutra safe company itself.Also they should have replaced the old filter with  a new Aqua Pure water filter for the Navian on demand water heater as well. The Baldini  tech neglected to service these 2 very important components which are an integral part of my furnace and my hot water heaters optimum functioning! Failure to service these 2 components could ruin both systems.They promised to take care of all of these items when I contracted with them on 4/2021 which is when they installed the furnace and the hot water heater. Baldini installed *********** and Aqua pure filtration system. THEY ARE RESPONSIBLE FOR TAKING CARE OF THESE 2 IITEMS AS WELL FOR EVERY ANNUAL MAINTENANCE! !This is a community standard for all other **** companies!  As far as bothering them this is not true. I have better things to do than play games with Baldini Plumbing. I also have photos of the mess they left in my driveway as well.
  I have reached out to another local company and they will service the 2 components that The Baldini tech neglected to take care of.I insist that Rob Baldini reimburse me for the labor cost to have these 2 items serviced. not the cost of the filter of the Neutra solution but the labor to do both! This is only fair as Baldini dropped the ball here and did not live up to their promise and contractual agreement! ****** Brennan   

*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. ↩