ComplaintsforBaggett Heating & Cooling, Inc.

• Initial Complaint

  01/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a plan set up with Baggett where they come twice and year and do check ups on our system. On Jan 12, they came out and said everything was fine. Within the next week, our system started making a really loud, screeching and grinding noise. I called them to come out and check into it on Jan 21. They collected $99 for a diagnostic test even though our system was fine until they came for the initial check. Long story short, when this guy left on Jan 21, for some reason, we had no heat at all AND a $1200 repair bill.

  

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/24) */ Our records indicate the complainant is on our maintenance plan. We performed a tune up for them on 1/12/2022 as which time the system was found to be operating normally. We notated no unusual noises, no noises were reported by the customer at that time. We recorded an amp draw of the condenser fan motor and it was within normal operation range. Upon our return trip on 1/21/2022 we found the condenser fan motor to be the cause of their issue and quoted the repair of the motor at $997 and also found a sequencer on the heat kit open. The sequencer was quoted at $162 for that repair. We again recommended replacement of the system because of its age and its use of the obsolete R-22 refrigerant. We have recommended replacement of the system due to its age on previous visits to the home. The system is 23 years old. Heat pump systems last an average of 10-15 years. I do not believe there was an issue with the condenser fan motor on the 1/12/2022 visit. The noise was not reported by the customer then or notated by the technician and the amp draw on the condenser motor was within normal operation. It would be considered completely normal and expected for a 23 year old system to fail and that failure can occur at any time. It would be more likely it would fail during extreme weather conditions, which we have had over the last month. We believe the best course of action for the homeowners would be to replace the system. However, in a gesture of good faith, since the customer was not satisfied with our work or diagnosis, I will refund the $99 diagnostic fee and their maintenance plan which was renewed on the monthly plan on 8/1/2021 and cancel it going forward. The refund will be for $200.70. Which includes the $99 diagnostic fee from 1/21/2022 and 6 months of the maintenance monthly fee of $16.95. This will cancel their maintenance plan with Baggett Heating and Cooling. Consumer Response /* (2000, 8, 2022/01/24) */ Baggett has issued our refund and made this right. This case can close.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On March 9th of 2021 I hired Baggett heating and cooling to come out to my property at *** ******** lane to service my HVAC. I was told the capacitor needed to be replaced and they recommended the unit be replaced. I declined replacing the unit and just asked for the repairs. On December 9th of 2021 I was informed that my duct work under the house for the main unit was not connected which should have been conveyed to me when they serviced my units back in March but it was not. When I called the business they told me I was informed of this issue and that it was on my service ticket. After investigating the service ticket I found that it was not on there nor did the technician relay this problem to me. When calling back to inform them of this they told me we could pay for another service fee to get an estimate for the repairs. When I pointed out to them that this issue should have been brought to my attention at the initial service call if it had been done correctly I would have gladly had the repairs made. The manager (******) responded "we don't do work for free" and then when we asked to speak with her supervisor she immediately said she was going to disconnect the call and hung up. The reason we are filing this complaint is because there was no accountability on behalf of the company for further damages that were caused due to the technicians negligence.

  

  Business response

  12/21/2021

  Business Response /* (1000, 8, 2021/12/21) */ Contact Name and Title: ***** O. **** President Contact Phone: XXXXXXXXXX Contact Email: *****@callbaggett.com After reviewing our records and phone conversations with Mr *******, I found his complaint to be credible. We immediately scheduled an appointment (12/14/2021) with him to inspect his duct system at no charge. We found a disconnected duct and repaired it at no charge. We did make other recommendations to the customer of other things we would suggest as well. The phone conversation I had with Mr ******* to schedule the appointment went well and the technician said the appointment did as well. I assume the customer is satisfied at this point, as I haven't heard from him again. We are sorry this issue happened and hope the customer will choice to do business with us again in the future. Complaint Response Date bumped because: Holiday Complaint Response Date bumped because: Holiday

*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. ↩