ComplaintsforBaker's Gas & Welding Supplies, Inc.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On april i contacted a company about a welder i was looking at and the things i needed out of it. They assured me that this one i bought is the one i needed. However when it showed up i unpackaged it and noticed it was not going to have the specific (talked about on phone with company) requirnments i had talked about with the lady on the phone so i contacted them with those problems they responded with i had no proof of the phone call. After going back and fourth with them over email they had told me that they will wave the fees as long as its in selling order and never been used. I sent them all the detailed pictures they wanted, them knowing that the package was open they had after saying they will wave the fees. Now after they recived the product they are saying the box was opened and bags were ripped open(which was shown in the image I sent to them) And they can not wave the fees anymore.

  

  Business response

  05/10/2024

  Hello,

  Our return policy clearly states that all machine returns are subject to inspection and less all shipping fees. (See return policy here linked below)

  ****************************************************

  "Baker’s will accept returns for merchandise provided it is in the original packaging and has not been used or altered in any way within 14 days of receipt of order. An RMA # must be issued by a Baker’s Gas and Welding Supplies representative. The merchandise must be returned in the original packaging and in saleable condition. (Please do not place any postage, write upon, or in any way alter the manufacturers packing of merchandise.) If the item is returned in non-saleable condition, Baker’s Gas & Welding Supplies reserves the right to not issue credit or return to the customer. If an item is found to be defective, Baker's will assist in initiating a warranty replacements. Defective items must be replaced under the manufacturer's warranty and cannot be returned. Once an item is used we will not accept a return on it. Baker's reserves the right to refuse any return. If you are returning a welding machine, it must be over-boxed to ensure that the original packaging is not damaged during a second shipment. *All machine returns minimum of $50+ restock for our team to fully inspect.
  Once an RMA is issued, the customer has 10 days to ship the item back to Baker's Gas. If the item has not been shipped back within the 10 days, the RMA will become invalid.
  Please note that a restocking fee of up to 25% may apply.

  A return shipping label will be provided by Baker's Gas to send back any approved returns. Return labels will only be provided for ground shipments. Once a return label is provided and the customer has sent back the items for return, the customer will be refunded less the cost of the shipping label and any other shipping costs or restock fee assessed.
  If the return in question is required to go freight, the customer must arrange for the transportation of the return back to Baker's Gas and is responsible for outbound freight cost."

  The welder was returned to us NOT in condition to sell as new. The items were open and rubbing against machine (not the way it was sent to the customer)  We responded clearly letting the customer know the fee's and why the fees were being charged.

  Here is the breakdown:
  
  10% restocking fee  = $425.46
  Inspection = $50 
  Outbound shipping = $73.25
  Inbound shipping= $72. 77
  Total = $621.48 held from the total 

  Refund issued today for the balance. $3,632.82 

  We have replied to the customer very promptly and informed him along the way of the policy and the fees. I can attach some screenshots of the messages. 

  If you have any further questions let us know. 

  Customer response

  05/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:I am rejecting this response because:
  After sending detailed pictures of the product open they then told me as long as it wasn’t used they will waive the fees on as long as it was on store credit, however after sending the machine back they said it was open and can not resell it. So either they made a mistake or are just not holding there end of there agreement. In the emails it clearly states that after receiving the pictures they agree to no fees on store credit. This was a machine someone (on the phone) who didn’t have the proper training in knowing the ins and outs of this machine sold me knowing the requirements I needed out of a product. This unfortunately for them isn’t my problem. They need to hold some sort of responsibility for this. And not call me a liar when I tell them what happened. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  February twenty second two thousand twenty four. I received a damage welding helmet from Bakergas. A paid about five hundred seventy five dollars.

  

  Business response

  02/23/2024

  Hello,

  I see that ******* emailed our team in regards to a damaged helmet. We have the manufacture replacing under warranty. (he sent several other messages after hours.)

  His first email to us was sent yesterday 2.22.24 at 5:48pm and we replied this morning at 8:12am and again at 9:47am confirming Optrel is handling replacing with no issues. We have followed up with Optrel to ensure this is taken care of and replaced.

  If you need further information let us know. 

  Thanks,
  Baker's Gas 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered propane one week ago today, and it has not been delivered. After talking to some people I found out there are others who called days after me who have already received their propane. Talking to another person I found our they regularly let people run out so they can charge an emergency fee. When I called to check on it a few days ago the lady tried pressuring me to have it filled that day by paying a $200 emergency fee. When I called today, a week later they still couldn’t tell me when they were going to fill it. It hasn’t even hardly been below freezing for over a week. I can imagine how long it would take to get filled if it was subzero.

  

  Business response

  03/07/2024

  Please see response below:

   

  After some research, I found that this customer no longer owns the home as it was purchased to remodel and sell and has already been sold. The customer called in on 1/22/24 and the gas was delivered on 1/29/24 (approx. 7 days from when he called in). When he called in his order he was at 15%.

   

  When we route our drivers there are a lot of variables other than when the customer calls in. We only go to certain areas on certain days of the week so that is why it is important to call in your order when your tank is around 30%. We do not necessarily deliver propane in the order that the calls come in because we have to factor in logistics.

   

  Most importantly, this customer did not run out of propane. We always offer customers the option of paying for an emergency delivery if they want to ensure that they receive propane that day. We definitely do not prefer this option for our customers because it is more expensive for them and for us as we have to pull a driver off of another delivery and have them deliver where ever the customer is located (this causes delays for other customers as well).

   

  We apologize if this customer did not feel that he received his delivery fast enough, however he did receive it before running out and within a week of placing his order.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 3m Speedglas helmet from them based on their review of that product having a flip up feature and a grind only mask beneath the welding mask. Turns out the mask they sell doesn't actually have that option and I saw it was incorrect as soon as I opened the box. Initially they said they'd process the return. Then quickly changed their mind, alleging my opening of the box they sent constituted "using the product" even though the product was never even fully removed from the box. When I threatened to filed a visa dispute they changed their tune and said they'd process the return. A week later they changed their mind again and said "sorry, we aren't gonna help you or process the return." I made the purchase november 17th, received the product November 26th, and asked for a return on the morning of the 27th. The purchase price was $2,374.62. I spoke with ***** * the entire process start to finish. I've now filed a dispute with Chase/visa.

  

  Business response

  12/29/2023

  Hello,

  As communicated with Mr. ******** all PAPR's (Powered Air Purifying Respirators) are final sale. It is noted in our return policy as well as on the product page. It is due the nature of the product once someone has in their possession we are no longer able to sell this safety item as new.

  Clearly noted *ALL PAPR Helmets are final sale on product page (Attached a screenshot showing you that message) 

  Also noted on the product page:

  ****************************************************

  Any supplies that would be used for medical or well-being purposes is unable to be returned due to the nature and complexity of the product (i.e. medicine, masks, bandages, respirators, shields, nitrile gloves, PAPRs, etc).

  3M the manufacture of the product has this same policy and will not take the product back.

  Please let me know if you need any additional information on the situation. Appreciate your time. 

   

   

• Initial Complaint

  10/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a strange invoice in the mail from service not received. It was a mystery to me, so I called the main office. Customer service explained to me that it's a tank maintenance fee. I didn't have any tank filled within 1 year. When I do refill tanks, I pay in the store at the time of purchase. Plus I OWN MY OWN TANKS. I don't lease any tanks on my entire property. I bought my own tanks outright 20 years ago, solely so that I DO NOT have to pay tank maintenance fees. This company is charging me a random ransom payment, and on the phone she said it's perfectly legal. This is an OUTRAGE. I DID NOT sign any contract or agree to anything about paying random maintenance fees on my own d*** tanks. This is something done for customers that lease tanks. According to state law this is illegal in Michigan. Who's to say they can charge whatever they want at any interval for something that I personally own and did not receive from them. Please remove this illegal invoice

  

  Business response

  02/23/2024

  By law your cylinder is required to have periodic maintenance. The law requires each cylinder to undergo a Hydrostatic test where the cylinder wall expansion and contraction is measured. All cylinders must have this test completed and the test date is stamped on the cylinder. In addition there is a need for periodic valve replacement to keep valves safe and free from leaks. There is a cost associated with this testing and maintenance and if the cylinder fails the test Baker’s must cover this expense to replace the cylinder or valve.
  
  In order to maintain our fleet of cylinders so when you come to get your cylinder filled we have one to exchange we have implemented the Maintenance Program Fee which is what the invoice you received was for.
  
  Because you do own your own cylinder you are responsible for maintaining it and ensuring that proper testing is performed in compliance with the law.
  
  The maintenance fee invoice that you received for $31.54 covers your cylinder maintenance for 5 years, which breaks down to $6.31 per year. You first exchanged your tank in 2018 and you received the first 5 years at a courtesy of no charge.
  
  If you choose to not enroll in this program we are unable to exchange your cylinder and would be required to keep your tank, tag it, and send it out to be filled. There would be wait times involved and when your tank test date becomes out of date you would be responsible for the full cost of testing and maintenance. If your tank did not pass the hydrostatic test you would no longer be able to use the cylinder and would need to purchase a new one.
  
  We have taken this charge off of our account, but now that you hopefully better understand the reasoning for the charge you could reenroll in this program in order to be able to exchange your cylinder at any of our locations. 

*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. ↩