ComplaintsforBayside Comfort, Inc.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I noticed our November electric Bill was high but just let it go. When the December bill came and was 3 times the normal amount I new something was wrong. The furnace blower was not turning off but still I did I didn’t think that could cause that amount. On 1/20/23 I contacted bayside and they said I would have to pay for travel. We have a service agreement with them but does not include travel. We live on an island which means we would have to fly their tech over and back. That is more than $100 not including time. We had a HVAC person who was on the island. He came out right away. What he found was the heat pump locked up because the valves were loose, there was grease around them and all the puron had leaked out. He showed it to me and took pictures. This is why it had been running and why our electric bill was high. He had to put 6lbs of puron back in to fix the unit. The last person to touch this unit was the bayside tech November. I called bayside and left a message for the service manager 1/23/23. No response. On 1/30/23 I sent an email with all the information. He did call me back and said the would never touch the outside unit on the fall cleaning. I sent him the invoice showing him they did. He told me he would not pay another contractors bill. The only thing he would do is give us a free cleaning in the spring. I said the least you could do is pay for is the puron which was $340 the amout of money we are because of this techs mistake is more the three times this amount.

  

  Business response

  06/02/2023

  Hello, 

  The events are correct as she did contact us asking us to go over and check out her heat pump, which is located on an island.  We quoted her the price for the airline and she declined. She had someone else go and look at the system in which they said we left the caps loose on the heat pump and the refrigerant was out. We told her that we could come over in the spring and clean her systems, she has 2 of them, as well as not charge a ferry fee. In total about $310 in value. We were not doing this to admit guilt but they have been a good customer and we felt it was the right move, she declined. What we stated to her was we do not check the refrigerant levels on ever maintenance, only occasionally or if there is a problem. The last we had taken the caps off to put our gauges on was 10/21/2021 - 14 months earlier. We explained to her that we did not remove the caps the last maintenance as she was suggesting. 

  Attached are the invoices and maintenance sheets for the last 3 checks, which she also received via email after each check. Both calls in 2022 neither invoice or the technicians check list have anything in it where refrigerant levels go if the tech puts their gauges on the system. The invoice for 2021 clearly states that we checked the refrigerant levels on both the invoice and the checklist. 

  Lets say the caps came loose from a vibration or something along those lines, there is a schrader valve core [like what's in a bicycle tire to stop air from coming out when filling] inside the unit to stop the refrigerant from coming out that would also have to be loose.  

  The original offer still stands as we don't want to loose the ********'s as customer but I am not going to pay someone else bill when we couldn't confirm the problem was ours. The homeowner choose to live on an island and that's a risk you take when the lake freezes is having to fly people over in a situation like this, that's out of our control and shouldn't be part of the equation as not letting us come over. 

  I am open for having further conversations with anyone. Thank you - **** ***********, Owner 

  Customer response

  06/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  We were a good customer of Bayside. They were the only ones working on this unit. As stated. The valves could not have done this on their own. Please don’t question why I live on this island. I moved back home to take care of my parents. So we didn’t do it. And if I had an opportunity to have a licensed HVAC contractor on the island who wasn’t going to charge $100 to get here i took that option. I was in customer service for 30 years. I told employees one unhappy customer is not just one loss many. There is no way I can see how that puron left that heat pump without the error of your tech. What was the problem in 2021 that required a pressure check. It was  new 2018.  I thought I was being more then fair by asking for just the puron. My loss was much more. 
  Sincerely,
  
  ****** ********

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Heating system has had a refrigerant leak since it was installed. They put refrigerant in it without finding a leak multiple times while it was under warranty but they never repaired it by finding the leak. Now it’s not under warranty and they want to charge us to repair it and claim there is no record of refilling the refrigerant, which is completely false. If there is no record then that means their workers are not logging their jobs accurately. We paid $13,000 for the system 5 years ago. The warranty conveniently just expired a couple of months ago and now they find the problem. If this isn’t resolved, we are removing the system and getting a new company to install a new system.

  

  Business response

  05/05/2022

  I am the owner of Bayside, I will look further into the history of the system and respond accordingly to this complaint. I will do it this afternoon and come up with a plan to resolve the issue. 5/4/22 is the first that Bayside has seen this complaint.   

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