Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi ******, 
  Thanks for the follow up, Barker completed the refund earlier this week. Thanks again for all your help. 
  Best, 
  -Matice of any kind has been provided.

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22716181
  
  I am rejecting this response because:

  At no point when recommending the new heating system was it mentioned that the new thermostats might not work.

  
  Sincerely,
  
  ********* ****

  ecause they didn't know our thermostats weren't compatible but they won't come out again to get the systems they installed working unless we pay more for them to do so. Here we are in the cold of December with three kids under 6 years old during flu season, and the heat still doesn't work. We have been offered no compensation for the lack of heat, have had a beyond bad and frustrating experience, are left with additional expenses, systems that still aren't working, and them now asking us to pay them more to complete our new system installation so we can have heat. Barker, please make this right and get the heating for which we paid you over $70K working!! This is not okay.

  

  Business Response

  Date: 01/07/2025

  We take customer concerns seriously and are committed to resolving issues promptly. Below is a detailed account of the situation, including the steps we took to address the problems:

  1. Thermostat Recommendation at Time of Sale

  At the time of the initial system recommendation, we advised the customer that their existing thermostats might not be compatible with the new systems, or may have issues not covered under warranty in the future. We recommended upgrading to new thermostats to ensure seamless functionality. The customer chose not to proceed with the thermostat upgrade at that time.

  2. Issue with System Performance

  A few months after installation, the systems were not operating as expected. During our troubleshooting, we discovered a short to ground caused by a lizard inside one of the systems, which had damaged the control board. While this type of damage is typically not covered under the manufacturers warranty, we worked on the customers behalf to secure a warranty exception and replaced the damaged board at no additional cost.

  3. Post-Repair Thermostat Issue

  Once the control board issue was resolved, it became clear that the existing thermostats were not operating properly in both heating with the new systems. During a follow-up visit, we discussed this with the husband, Nikko, who expressed a preference for a specific thermostat style and stated he would purchase and install them himself.

  To assist, we provided a cost estimate for installing their purchased thermostats and offered a compatible option we could supply and install. The customer declined both options.

  Additionally, we extended technician support to Nikko if he needed assistance with his installation.

  4. Customer Communication

  When ******** called to express her concerns, we explained the situation and reiterated the details of our conversation with Nikko. Unfortunately, she did not approve the additional work required to install the thermostats.

  We are committed to helping her resolve the issues with her system and have taken steps to show that by providing warranty above and beyond what the manufacturer provides and in her proposal, to our knowledge the thermostats were installed by Nikko and no additional work is needed but we are happy to assist if that is not the case by approving the work that was noted in the last visit to there home.

  

  Business Response

  Date: 01/08/2025

  Thank you for your response. We apologize if there was any miscommunication during the initial consultation regarding the compatibility of your existing thermostats with the new heating systems. It is always our goal to provide thorough recommendations to ensure a seamless installation process.
  
  During our assessment, we aimed to highlight the potential risks with existing thermostats, including compatibility issues or future operational challenges. We regret if this was not clearly communicated or fully understood at the time of sale. We take full responsibility for any oversight in ensuring this information was conveyed to your satisfaction.
  
  To address your concerns and move forward:
  
  We remain committed to assisting with any thermostat-related issues to ensure your system functions properly.
  If further clarification or action is needed to resolve the situation, we are happy to provide support and revisit any remaining concerns.
  Please let us know how we can assist further. Your satisfaction is important to us, and we want to ensure the heating systems meet your expectations fully.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Air Conditioning System still not working properly from the beginning of installation last June and no permit nor inspection has been done. Technicians come out but don't resolve the problem and the ac shuts down after one day of cooling. It took one year and my original complaint ##********to BBB to get them to reconnect the pipe their technician cut from the overflow valve on my water heater. That was finally connected a week ago. However, the ac still has problems properly cooling and condensation builds up inside on the heating unit. This has been an ongoing problem and since this is the first heat spell, the ac already didn't work properly AGAIN! I have spent $14,000 for a worthless system and am devastated.
  After multiple attempts to fix problem with heater and ac - there is still no resolution and $14,000 for ac and heater - ac does not work properly. I have called at least 10 times and still issues are not resolved. I want replacement, repair, refund for new system that works.
  

  
  

  e and left the water heater pipe hanging in mid air and waved it off as unimportant. I complained, but they refused to do anything else. Again, when I had another duct company came out, they were aghast that Barker had done this and also said it wasn't up to code. I had asked multiple times also when the heater and ** unit would be inspected and was told within two weeks of installation. This never happened and I have called multiple times and asked for a manager and finally the managing director, *********** Barker. I leave messages..... NO response. I have left so many messages and spent ****** dollars for poor installation, a system that barely works and now damage to my previously installed water heater by another company. A technician at one point came out after I sent them very clear pictures and again took pictures with a promise to fix things and check on the inspection and have someone call me - NOTHING! I believe I have been duped by this company.

  

  Business Response

  Date: 06/21/2023

  Although the work that we did was up to code we went back out and re-ran the drain line to the area of the backyard that the customer wanted. She is now happy with the work done and our communication with her.

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/6/22 We had Barker come out and fix a fuse that went out on our air conditioning. It was a hot weekend and our air conditioner was over worked and needed that attention. They were great got back to us asap. The tech came and fixed the issue. He was also great. While he was there he told us about a membership that we would pay for to keep maintenance up on our system all year long at a lower cost. Of course we signed up for that. We paid for the membership in full at the time the tech was at our house and while we were paying for the service that was provided. October rolls around and Barker charged us 20 dollars for our membership. I called them. They said it was odd that was happening but would contact a manger who would call me back. A week goes by, nothing. I call back, same comments, another week goes by, call back. So I have been calling them almost weekly since the beginning of October. No one has called me back, refunded me or emailed me. I called again yesterday and was told shockingly....someone will call me back. The person then hung up on me. I called again yesterday for follow up but also they have now charged us 20 dollars for November. I asked for the membership refund and the 40 dollars they have charged me. Once I was hung up on I decided to contact you. I have been patience and I believe very calm and nice when I call. I do not get what the issue is. I do not fill calling back will help at this point.

  

  Business Response

  Date: 11/21/2022

  Hi ******,

   

  To follow up on my voice mail.  I'm not sure why yet that this didn't get through to me.  There was a obvious billing issue, I've corrected it so it won't occur again, refunded your two $20 payments you've made as well.  I've also extended your prepaid membership by a year to apologize for the inconvenience we caused which will give you two free services through September 2024.  If you have any additional questions please give me a call at ************. 

   

  Thank you,

  *********** Barker