ComplaintsforBacon Plumbing, Heating, Air and Electric

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03.15.23 ******, the *** and Bacon Team provide poor ***************************** and customer service. We called for a home ********************/************************ inspection and they failed to diagnose 35k worth of plumbing issues before we bought the house. Because of their failure to diagnose or even recommend additional testing, we can't live in a house that we just purchased. This all could have been prevented if Bacon's team would have diagnosed the prominent plumbing issues during their "visual Inspection". We called another plumber company that immediately diagnosed the issues with the sewer/plumbing. ******, the *** verbally (have the recorded calls) states we should have known to ask for a real estate inspection, which is not listed on their website as a service. We told them we under contract and wanted pricing and to evaluate the home inspector's report and other issues they may be problematic. ****** stated we only asked for pricing (we asked for a full electrical &plumbling inspection on site) , yet their plumbing technician walked around the entire house, provided additional invoices for things not listed in the home inspection. Why would they walk around and examine other things if we had not asked them for a full plumbing/electrical inspection? ******, the *** stated based on the home inspector's report (have recorded call)we should have asked for a sewer line team to come and inspect the property. How does a lay person know to ask for a sewer inspection based on a home inspector's report? 05/31/23 Bacon sent a team to evaluate the issues the other plumbing company found. We asked them to repair the the plumbing issues that Bacon quoted and confirmed from the other company, but ******,*** declined. Stated it's not their fault for failing to do their job properly. We will continue to pursue and hold them accountable for us not being able to live in our new home.

  

  Business response

  06/20/2023

  6.20.23 
  
  The customer, ******************, reached out to us on 03/14/2023 12:31 PM to ask for pricing options for a home inspection that she had received when she was in contract to buy her home. 
  
  Notes from our call and call audio is is titled scheduling call
  
  JOB SUMMARY
  ** *************** BUSINESS Hours Demand**
  
  Is*** (Be detailed) cust already had an inspection, she wants estimates on how much everything on the list will cost
  Age of HOME? 1964
  Amount to Collect? $39 plus work
  FFP Yes or No? no
  OWNER OR TENANT? owner
  
  Our Tech was then dispatched to the house the next day for a visual inspection and to give pricing details from her home inspection that she had provided us. The tech also gave her an estimate of pricing and job options for her to see if she was wanting to go through with hiring Bacon. As this was a visual inspection not all is***s would be caught or estimated for and this was made clear on invoice/estimate sheet that she had signed through the iPad with technician.
  
  The next day our follow up team gave her a call to go over her results and how the day before had went. Customer said it was great but she forgot to mention something to the tech as she walked around with him following inspection sheet. 
  
  We sent out a tech once again to document what she had forgotten to show us. 
  
  JOB SUMMARY
  ** *************** Demand**
  **cust will be available between 9:30m-2pm**
  Is***? (Be detailed) there is a bubble in the floor in the middle of the living room floor, she is not sure if there is a leak somewhere or why it would be bubbling up
  Age of House? (Residential) 1964
  Location? (attic, closet, roof)? living room 
  Amount to Collect? $39 plus work
  FFP Yes or No? (Residential) no
  OWNER OR TENANT? owner
  WANTS PRICING TO CONFIRM.
  
  Our internal team sent all information for pricing for fixes and the customer signed, stating that she had see the estimate and it was provided to her the different options that we can provide. 
  
  Customer called asking if their inspection covered camera inspection and the call center rep explained that yes we do offer that service, however it looked as if she had asked for price comparison and that is why it was a visual inspection - she agreed to that. 
  
  The customer became upset as she had wanted an entire home camera inspection. Our inspection covered a tech visual inspection. She also stated that she wanted to have services offered to her for free as she decided that we didn't provide her with knowledge that it was a visual inspection. 
  
  At this time we can already gave her the following services for free while our tech was out there:
  
  Notes from Tech:
  
  Did a camera inspection of the sewer line due to the conditions of the sewer line I recommended that the sewer line will need to be replaced in the very near future told homeowner do not use any thick toilet paper, such as ****** soft Charmin, or flushable wipes as it will get clogged and stopped up also looked at all the lines there was quite a buildup in the kitchen line. I ran the sewer machine at no charge to clean the sewer line out for the kitchen and washing machine. All water is draining at this time. Homeowner did share with me that upon the general service inspection done on the home that she asked them to look at the whole house and I informed her that the general service guys do not have cameras on their trucks and she would need it to call to schedule a Camera inspection for the home
  
  All information can be attached to a zip folder. 
  
  Customer has since created multiple ****** accounts and given (4) 1 star reviews to the business and has threatened to *** us.

  

  Business response

  06/20/2023

  Please see attached info for latest complaint.

  

  Business response

  06/20/2023

  Please see attached info for latest complaint.

  

  Business response

  06/20/2023

  Audio of all calls with customer:

   

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• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We live in a rented home. We had an issue with our AC. The landlord arranged for this business to come and fix the issue. They came out on 07/15/2022. The issue was diagnosed by the technician. Before rendering serviced, the technician got the landlord's card info via phone. He told us that he was charging the landlord. The service was rendered. After the service was rendered, the technician educated us on a monthly maintenance plan that his business offers for $9-$10/month. We agreed to join and have our card charged the $9-$10 that day. The charge was made. The technician confirmed that he charged the landlord for the service fee and left. On 08/23/2022, this business drafted $250.75 from our account. When we called to ask why they made this unauthorized charge, they said that they only had one card on file and charged it. They refused to refund the unauthorized charge or to contact the landlord, who arranged the service and agreed to pay for it on 07/15/2022. They also had no reason for why they waited to charge for the service or what happened to the landlord's card info. This is fraud. Losing the landlord's card info does not entitle this business to then charge our card, which was only authorized to be charged for the $9-$10 monthly maintenance fee. The business has refused to resolve the situation. You can tell that the charge is unathorized because this company's policy is to not render service until payment has been received. If that's the case, why am I being charged on 08/23/2022 for service that was rendered on 07/15/2022. The substantiates our assertion that this business fraudulently drafted an authorized charge from our account. Charges 07/15/2022 - $9.95 08/15/2022 - $9.95 08/23/2022 - $250.75

  

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/08/30) */ We were able to contact the landlord to get the service charges handled. We also contacted the tenant and processed a full refund for the charges made to their account. We have our managers training our technicians to help reduce the likelihood of issues of this nature arising in the future. We appreciate our customer and their tenant for being patient and understanding as we worked to get them taken care of. Consumer Response /* (2000, 7, 2022/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) This response completely satisfies the complaint.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 07/11/2022, I called Bacon Plumbing because my hot water was not working. I was told it would be $200 to have someone come out the same night or 39.95 to have someone come out the next day. I said just have them come the next day. One of their technicians came out on 07/12 and diagnosed the problem. After getting the estimate I decided not to get it fixed. I then received a bill for $180. I told him he technician. That it was only supposed to be $39.95 and he said it was plus $140 for the diagnosis. I said no one told me that. Later during the day I wrote a google review and stated my experience with the company and immediately received a call from the service manager. He said I should've been told about the diagnosis fee and that he would go back and listen to the recording and call me back. I never received another phone call even after I left a message for him the next day.

  

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/07/18) */ 07/11/22: The Customer called Bacon with issues related to the water heater. The CSR that took the call booked and scheduled an appointment for the customer on 7/12/22. 07/12/22: Our technician was notified of the appointment and dispatched to the customer's location at 7:43 AM. Our technician arrived at the customer's location at 8:57 AM. After taking 33 minutes to diagnose the issues related to the customer's water heater issues, our technician presented 3 different estimates to the customer. The customer signed one of the three options and the technician closed out the job. 7/18/22: After talking to the Plumbing Management team, Bacon has come to the conclusion that the onsite tech did not provide the customer with upfront diagnostic pricing. If upfront pricing had been given, the customer would have had the option to say " no" and the trip fee would have been the only service that was charged. Bacon Management has spoken with the customer notifying them that we are currently in the process of issuing a refund for the amount of o$140. Consumer Response /* (2000, 7, 2022/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  -Work not complete as promised Per contract salesman gave a thorough description of work needed. -Gave a list of options for replacement and repair. -I was approved for financing and was told I would sign off for final approval at the completion of job. 7/23/22- after 15 hrs of work HVAC system in place. House not cooling. No airflow out of vents. But was told it would take time. Also asked for a walk through to show step by step what was done. Was told a supervisor would come out next day to do that. Pointed out none of the cleaning and replacement of vents had been done or insulation replaced. Was told they don't do that, may be another team. Also that parts were on back order and would be done another day. -during installation, damage to kitchen ceiling 2ft hole exposing debris insulation and mold. Not cleaned properly, was told by the team the supervisor would come and assess it and it would be repaired. - ALL garbage and debris from old unit covered entire front lawn and walkway Thursday evening to Saturday morning. -New HVAC system still not working high temperatures inside house un even cooling Supervisor Bruce came out Saturday morning noted system had some installation issues said someone would return to complete/fix and also repair ceiling damage -July 12 I am receiving calls from company saying they will not send a technician out to work on completion the job as promised because the financing that was offered and approved on 7/22 left a balance of $4800. When asked if I could make a payment plan for 30-45 days they said no - exposed to mold and debris via hole in kitchen ceiling concerns for food preparation/water contamination House still hot. I have no problem paying for a complete job. Lance the salesman explained that I would not sign off on $34k job at completion. $29k has been financed. Bruce supervisor said ceiling damage would be taken care of no additional cost Financing office refuses to send anyone out -

  

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/07/18) */ 6/21/22: The customer first contacted Bacon looking for service for an HVAC-related issue and booked an appointment for a diagnosis/tune-up appointment the following day (6/22/22.) 6/22/22: A Bacon technician arrived at the customer's home at 11:13 AM. After our service technician completed their diagnosis of the HVAC-related issues, they presented the customer with four different estimate options ranging from $6,645.92 up to $43,857.66, choosing to move forward with an option that totaled $34,497.66. The customer then authorized Bacon to move forward with work to replace the HVAC system and ductwork by signing the estimate work approval which states, "I hereby authorize Bacon Plumbing, Heating, Air & Electric to proceed with the referenced work for an authorized amount of $34,497.66." The customers secured loan approval through Wells Fargo for $29,700.00. The customer then informed Bacon that work could start and that they would be applying for a credit/loan increase to cover the difference left over of $4,797.66 to complete the duct. Bacon then scheduled another appointment to install the unit on 6/23/22. 6/23/22: Our technicians arrived at the customer's home on 6/23/22 at 9:50 AM and began installing the new HVAC unit. During the work process, our technicians informed the customers and Bacon Management that they had accidentally slipped through the sheetrock and created a 2ft. hole in the ceiling while working in the attic. The HVAC managers apologized to the customer and informed them that Bacon took full responsibility for the damages and would be covering the cost to repair the ceiling. Our installation team worked for a little over 4 hours to complete the work which finished at 12:07 AM. 6/24/22 - 6/30/22: Bacon made multiple attempts to contact the customer via phone, email, and text to schedule an appointment to complete the remaining work. During this time, the customers told our HVAC Managers that they were having issues getting approval for the remaining balance. Our managers informed the customers that they could apply for a loan through Service Finance to cover the final balance, to which the customers agreed. Bacon then made several more attempts to contact the customers to schedule the next appointment date to complete the work but was unable to get ahold of either customer. 7/1/22: After 7 days of trying to reach the customers, we received a response via text on 7/1/22 at 1:35 PM, informing Bacon that they were out of town and would not be back until 7/5/22. The customer then agreed to book the last appointment on 7/5/22. 7/5/22: At 5:11 PM, Bacon sent a message to the customer stating that the technician was ready to head to their home. The customer replied saying that they would like to talk with our HVAC managers about repairing the ceiling damages and setting up a payment plan. Bacon's HVAC managers made multiple calls and left voicemails stating that Bacon does not offer payment plans, but would help with the Service Finance that they had agreed to. Bacon's HVAC Managers also informed the customers that Kaylee from ****** Restoration had attempted to contact them multiple times and left voicemails to call back and book the appointment to repair the ceiling. The customer then agreed to have a Bacon technician come to apply for a loan through Service Finance on 7/7/22. 7/7/22: A Bacon Dispatcher sent a message to the customers at 1:11 PM asking if they were ready for the technicians to start driving towards their home, but we did not receive a response. 7/12/22: After 21 days of CSRs, Dispatchers, and Management each attempting on numerous occasions to reach the customer, Bacon Management reached out to let the customer know that the customer would need to secure financing for the remaining balance of $4,797.66 prior to Bacon returning.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  June 27,2022 Two workers came out to for a tune up on our A/C systems we also informed the company before sending someone out that we had three (3) rooms that were not getting any air. So the two workers checked out the system in our attic and said that there was a leak NOT FROM THE A/AC system but from the duck work and of course right away they tell you that you need a new system. We had a NEW system put in 5 years ago. Both my husband and I are in our 70's we did not expect to have this happen to us. This ***** company is on channel 4 advertising an A/C system check for $49.00 but the guy that was working on a quick fix to get air flowing in to the (3) rooms that were not getting air said or I can fix it no problem. So my husband and I said ok and before that left my husband and I checked all the rooms and we felt no air coming out of either room, the worker said well you gave to give it time. So my husband and I did we left the house for a couple of hours and closed all the doors on the rooms that were effected and came back home and NOTHING had changed the rooms were HOT as if nothing had been done. WE WANT OUR MONEY BACK FOR SERVICE THAT WAS NOT DONE. $424.00 FOR US THAT ARE ON SOCIAL SECURITY IS ALOT OF MONEY.

  

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/06/30) */ Bacon refunded Jerry the full $424 on 6/29/2022. Thank you so much for allowing us to resolve this.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On X-XX-XX I had ***** come out to discuss installing a whole home surge protector, the sales person pushed surge protector call Powerworx E3 it would save me money by reconditioning the electricity that flowed through my home using what otherwise would be wasted electricity and other claims. He stated he would install a electrical outlet in the garage and relabel my electrical panel and install the app that goes with surge protector on my phone, none of these things happen. After the installation of the device the sales person/installer said he did not have the parts for the outlet installation, his manager told him not to relabel my electrical panel and nothing was said in regards to the app. After all those things I looked into the device online and found out what the sales person said was not backed up by anyone but the maker of the item and I reached out to ***** at 7:50 pm on X-XX-XX the day of the install. I attempted to have the item retrieved on the 15th and again on the 18th after the GM Steve or Steven would not return my phone from the 15th to the 18th, so on the 18th I requested a cancelation of the contract and a refund of $9.95 of a monthly service fee. I attempted to have the device retrieved on April 6, 2022 with the stipulation that the hole they made in my wall installing the item be repaired with drywall or the metal panel or a metal covering be placed over the hole if drywall was not going to be used to repair the hole. The GM stated that they would not repair the hole and that they would not be leaving the metal panel to cover the hole. But went on to state that he would have someone from the Lancaster PD arrest me on charges of theft of services because I did a stop payment on the check after they refused to contact me as mention above between the 15-18 of March 2022. As of X-XX-XX I have received a contract, or receipt of services provided, just the incorrect invoice! On April 15th two officers from Lancaster PD show up at my home!

  

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/04/28) */ On March 14th *****'s electrician gave the customer multiple options for surge protection. After the customer chose and signed for one of the options, the electrician picked up the parts and installed the surge protection on the same day. The customer sent texts to the office after hours and the office responded to the text messages the next morning, March 15th. The electrical manager called the customer, addressed their concerns, and the customer stated they would try the surge protection unit we installed. The customer once again texted the office after hours and the office responded during business hours the next day, March 16th, stating that they **** have the manager reach out. The same day, the customer canceled the check that was used to pay for the surge protection and installation. The customer emailed at noon and stated he wanted a refund. On March 18th the electrical manager left a voicemail for the customer. The electrical manager called later and offered to replace the unit with a different brand that ***** can also supply, the customer stated he would think about it. *****'s accounting department reached out to inform the customer that the check used to pay for the service was not valid. On March 28th and 30th the electrical manager left the customer voicemails again with no response. The electrical manager spoke with the customer again in April and offered to pick up the surge protection unit and give the customer a check for the $9.95 membership charge. The customer stated that they **** refuse ***** access to the property. ***** was not able to find an agreement with the customer and reached out to the Lancaster Police Department. Consumer Response /* (3000, 12, 2022/05/09) */ Consumer wants to respond. Business Response /* (4000, 16, 2022/05/13) */ We have not received a response from the customer. Consumer Response /* (4200, 18, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not sure on what ***** is referring to with its response I have provided a response to everything that they have sent to BBB. Please provide clarification to *****'s last response of "We have not received a response from the customer." Thank you, LAM Business Response /* (4000, 20, 2022/05/27) */ Our company offered to place a plate over the hole made from the install of the surge protection unit and take possession of the surge protection unit, as the customer had requested. We also offered to discount the job by $454 and dismiss the membership charge. The customer refused, would not let us on the property, and stated we would be trespassing. We still has not received any form of payment for the surge protection unit or installation. After attempting to find a resolution with the customer, we gave the Lancaster police department all of the documents and history. Consumer Response /* (4200, 24, 2022/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***** can produce no documental evidence that an offer was ever made to me by them to cover the hole they made in my wall from the initial install, but the texts messages by ***** GM Steve on 4-2-22 denying my request to do just that is in the records I provided BBB on 5-9-22 Steve ***** Pluming. Any offer to discount the price of the device would be rejected due to the fact that the sale of the device is based on all lies just like this latest response. ***** has attempted to use someone they know in law enforcement to extort payment from on the device they fraudulently sold to me by threating to have me arrested and charged with Theft of Service if I don't pay them the amount of money they are requesting. Not to mention notifying me in writing of their attempt to secure a fraudulently lien against my property under these same false circumstances. ***** has made this a criminal matter with civil implications. This case **** be reviewed by the Dallas County DA's Office for appropriate charges for all involved.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid 237.00 for co2 to clear a "clog" technician ******* didn't check anything and left. Second technician Blake took apart the whole inside unit and confirmed the clog wasn't in the pipe. The ac was clogged itself and needed to be repaired or replaced as a whole. Opted for repair since we're moving soon. 9,000 for an ac replace was too far out of our pockets. Over the weekend discussed things with our father in law. They felt we were being ripped off and recommended his repair facility. Called bacon to cancel repair. Moments later your technician Blake called me rather rudely to explain why I didn't go through with it. Emphasized "I'm glad I could come out on CHRISTMAS EVE to check things out for you." I didn't ask for my ac repair to break from the first visit. My family and I were without ac for a week cause it was hot for Christmas. Not my fault. If the technician doesn't wanna be called in for holidays then maybe they shouldn't. I've called the company multiple times to cancel my family and friends or to speak to a manger since December. Apparently there's no management. So now I'm filing a complaint for a refund and to be taken off your family and friends monthly charge. Do not wish to work with this company any further. No prompt call back or emails that I've sent off the company website. Technicians not properly checking from the first visit and second technician very rudely calling me. Distasteful and very dissatisfied.

  

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/10) */ We spoke with customer today 2.10.22 and came to a resolution that involves refunding her some money. She stated on a recorded line that this would make things right

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I asked ***** to fix the leaking Main Shut-off valve connecting to the Water Meter pipe line on 10-20-2021. They sent Caleb Thurman and another employee that i don't know name. They charged me a total of $1726.86 ( invoice#XXXXXXXX dated 10/20/2020) It was my mistake to accept the price as I do not know about plumbing. After I paid them and reviewed the invoice, I found out that they charged me for 2 items that they did not do. My husband was with them while they were working between 2 pm- 3pm that day. 1. They charged $135.40 for adjusting pressure reducing valve PRV, which they did not do 2. They charged $270.59 for standard dig charge for electric related tasks. They did not dig anything for electric related tasks. They only dug a small area which was enough for them to replace the leaking main shut-off valve and the pipe of about 1 feet long connecting the shut-off valve to the water meter pipe line and there are no electric lines in the dug area. I believe the digging must be included in the cost they listed for replacing the leaking valve ($740.92) and the pipe ( $579.95). The cost that they charged me for replacing the shut-off valve and the 1-feet long pipe were also too high for the job. I filed this complaint to 1. Get back the money (135.40 + 270.59 = $405.99) that they did charge me for the 2 items they listed in the invoice but they actually did nothing. 2. Complaint about the unfair cost of replacing the shut-off valve ($740.92) and the connecting pipe of about 1 foot long ($579.95). The parts for the replacement is about $100 or less, then the labor here costs about $1300 for 1 hours work of 2 ( a technician and an apprentice), which is way too much for the work.

  

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/10/25) */ We spoke to the customer regarding his complaint and came to a resolution. The customer did state he would retract his complaint since he is now satisfied. If there is anything else we can do just let us know. Consumer Response /* (2000, 7, 2021/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) BBQ adjusted the price to make it fair and right. I satisfied with their resolution. Please remove my complaint/review against them.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a senior citizen and signup for the 12 month Friends & Family Membership (FFM) in October 2020. They recently billed me for the 13th month, October 2021. I called for a refund and cancellation of the FFM. Was told the manager needs to call me to discuss the cancellation and refund. There is nothing to discuss. Ensure the membership is cancelled and refund the payment. Nothing to discuss, just a ploy to take advantage of the elderly. Called today and was informed the manager is in the office - still no call back.

  

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/10/25) */ We addressed all of his concerns and even went back out to his home to take care of some other plumbing issues he was having. He stated he would notify the BBB to settle his original complaint since he is now 100% satisfied.

*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. ↩