ComplaintsforBardi Heating, Cooling, Plumbing

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bardi replaced our terra cotta sewer line in October 2022 with PVC pipe, for $5000. They relocated the clean out from next to the house to at the sidewalk. The technician placed it backwards, angled towards our house. In December we started having the same issues and they sent a technician on the 16th out who found out it was backwards but did not tell us. They said a team would be out the following Monday to fix it. No one showed up. I called twice and was told twice a manager would call me back soon, and never got it. Later that afternoon the city of East Point showed up to jet out a block under the sidewalk. Their jet was directed towards our house because of the incorrectly installed clean out, pumping sewage into our house. We had to move out and stay in a hotel for the next two weeks until we were able to secure an airbnb which we stayed in until February. Amongst having to spend thousands of dollars on living expenses and contractor expenses, we also had to deal with Bardi.From December 19 until the first week of January, we had to call them dozens of times just to get a call back. We were promised they would file a claim with their insurance, reimburse us everything, and get our house back to livable conditions. They waffled on this several times and only came through with filing through their insurance after we threatened legal action using recorded phone calls that didn't support their side of the story. They were rude, difficult, dismissive, and caused mental and emotional stress throughout the process, on top of damages to our home during the holidays and the deep freeze ******* experienced right before Christmas.They also nearly committed insurance fraud. The adjuster said they were going to provide a written statement that they informed us of the backwards cleanout prior to the city showing up - something they didn't do. It's my understanding they did not provide it after I gave the adjuster a recorded call supporting our not being informed.

  

  Business response

  03/20/2023

  Bardi did make the mistake of installing the cleanout incorrectly at this clients home while performing a new sewer line installation. Which was corrected, the client also had additional sewer blockage that were past his property on the city side that needed to be taken care of by the city municipality. The city did jet sewage into the clients home and Bardi did take responsibility for this even though we didn't jet the line. This did happen over the time period of Christmas weekend and the freeze ******* had that same weekend. Bardi filled this under insurance and this clients home was repaired and his living expenses were taken care of during this time. We understand that when things like this happen it inconveniences everyone involved and isn't fun to deal with. We feel that we did the right thing by the client and took care of all their concerns and properly.  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I purchased an annual maintenance agreement with Bardi ($378/year) to service the 3 systems in our home. On November 4, a Bardi technician arrived and inspected the systems for the first of two annual inspections. The technician indicated that he discovered a cracked heat exchanger on one of the systems and shut the system down (almost in a state of panic alerting of possible carbon monoxide). We were okay with this as a precaution, and a sales representative came out later the same day and quoted a replacement system. Since this is a ********** purchase, we elected to obtain another quote.Two business days later, we contacted another HVAC contractor for an additional quotation. We selected the second HVAC provider to install the new system and purchased their annual maintenance agreement as well. Within two business days, we elected to cancel our maintenance agreement in writing and verbally with Bardi while requesting a refund of $189 (one half of the $378 for the second 6-month inspections).My wife has contacted Bardi multiple times and Bardi has agreed to cut a check this Friday which has yet to be received. Bardi phone personnel fails to allow a conversation with a decision maker and/or multiple calls have not be returned. Were seeking our refund of $189 immediately.

  

  Business response

  03/20/2023

  This refund has been processed. 

  Customer response

  03/25/2023

   
  Complaint: 18525398
  
  I am rejecting this response because: No refund of the $189 has been received as of March 25, 2023 by the Champaigns.  We again appeal to the Business to do the right thing and promptly send a refund to: *** and ***** *********, ********************************************************************; 30075.
  
  Sincerely,
  
  ***** And *************************

  

  Business response

  04/05/2023

  We issued the refund a few weeks ago. The client should have the money, our office has talked to this client since the complaint. 

   

  Customer response

  04/05/2023

  A refund was issued and received on March 30, 2023, not weeks ago as Bardi alleges; however, we dispute that the Company has reached out to us ever, they are making a false statement.  We are satisified with the refund.

  

  Business response

  04/10/2023

  This client cashed the check we sent them. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Labor Day, Bardi sent a plumber who had little experience, insufficient training, poor support and a lack of proper equipment to my home to address a backup. After being on site all day, they finally sent a second plumber who diagnosed and addressed the problem within an hour. She arrived around 9:30 and they left around 6:30. In the interim, she filled everything in the house with water which leaked out. I placed towels around toilets but she moved them to the walls which soaked the baseboards.Following the issue, ******** of their customer service organization offered to reimburse me for the estimate I received to replace the baseboards, but they are now ignoring my requests for reimbursement and I have subsequently found mildew in adjacent carpeting.

  

  Business response

  03/20/2023

  We are looking into issue and will reach out to the client directly

  Customer response

  03/20/2023

   
  Complaint: 18140032
  
  I am rejecting this response because:  They have not reached out since September, thus I do not find that comment to be credible.  They simply need to provide the reimbursement promised.
  
  Sincerely,
  
  *************************

  

  Business response

  03/27/2023

  We reached out to the client and processed a refund of $425. 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came out to my house to tune up my AC unit but broke it and said I had to buy another one. i believe they deliberately broke my ac to get me to buy another one because it was working perfectly fine at the time

  

  Business response

  03/20/2023

  This client choose for Bardi to perform a 1 time cooling tune-up on her 25 year old system on 9-8-2022. Attached is the invoice with the clients signature, after performing this tune-up we discovered the system was original with all original parts and the unit was not operating to 100% capacity at our arrival. We provide the clients 3 options, the first two are to repair the system to get more life out of the system and make it operational. The last option was to replace. The client choose to get and estimate for a new system and not to do any repairs to a 25 year old system. Bardi provided the estimate of a new HVAC system the next day and the client didn't move forward. 

  The client then called us back 2,5 months later saying that we broke her system, we sent a technician out with a supervisor. See attached invoice, with clients signature. During this visit we did confirm the furnace does work and was producing heat at the time of the visit on 12-01-2023. Also, attached is a picture of the heat working time stamped and dated to match the invoice.  

  Now 3.5 months after that visit this client is still claiming we broke he unit and it's still not working which is not accurate and we believe Bardi has taken the necessary action to take care of this clients concerns and do the right thing by this client.

  Moving forward their is nothing else we can do for this client until they decide to move forward with one of the three recommendations we provided in writing on our initial visit. 

  thanks, 

  **** Bardi

  Customer response

  03/26/2023

  Thank for your for invitation service but the come last year November and fix the problem.                                            Thank  once again.                                  ***************************                                             

  

  Business response

  03/29/2023

  This client responded to our last post thanking ** for coming out to fix the problem back in November of 2022.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a whole house **** unit on 1/3/2022 from Bardi Htg. and air. The **** unit, a Carrier 24ACC6, was installed around 1/20/22. We were not given an invoice or any paperwork to prove we had paid $11,180 for the unit. We were provided with an email copy of the invoice, # *********, the second week of August 2022 after many requests. We have not received any paperwork relating to the promised 10 year guarantee on the unit. The unit appears to be working correctly. The technicians who performed the installation were ************************* and *********************. We have had a special tool, which we has used to change the filter for the **** in this house for over 30 years. It has been missing since the installation of the new unit. We have brought this to the attention of the operators and supervisor at Bardi repeatedly, simply asking for the tool back so we can change the filter as we have always done. They say they don't have it, and will no longer return our calls. Questions: Why was no paperwork whatsoever provided with the purchase of an $11,000 piece of equipment? Why after selling a piece of equipment for over $11,000 will the company not work with us to return or replace a tool necessary for the proper maintenance of the equipment?

  

  Business response

  03/20/2023

  We do apologize for this inconvenience, we will reach out to the client to provide this information and rectify these concerns. 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged a ****** on my credit card a charge from Bardi for a service I didn't receive and was told they have a 3 day refund policy that I didn't have knowledge of. they said they sent an email. which probable went to my spam. These people will not refund my money and said the manager is off and there is no one else I can speak to about this matter. I am a senior citizen and is this the way they do business? They said they can give me the service, which I do not want. Every time they come they always find something wrong and charge some outrageous price for. I need them to refund my credit card for this unused and unwanted service. I did not authorize them to keep my card on file. PLEASE HELP.THANKS

  

  Business response

  03/20/2023

  We are looking into this to understand what are the next steps to take care of this clients concerns 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit card was used without my permission for a membership charge of $176.00. When I used them in 2021, I paid the **** with a credit card. The next year they made an unauthorized charge using my credit card. They did not contact me. Said it was for a membership. Called them and emailed them 4 times. Very rude!

  

  Business response

  03/20/2023

  This client signed up for our membership back in 5-2021 during a routine repair we performed. Our membership does auto renew annually. Which it did in May of 2022, if the client would have reached out to us stating they didn't want the membership we would have refunded the money no questions asked. However this client disputed the charges 4 months later and got their money back. While this cost Bardi a $15 dispute fee which we can't not recover. 

  Interesting after 6 months and the client not having any financial impacts they decided to write a complaint.  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a preventative maintenance plan from Bardi Heating and Cooling on 3/31/2022 for $237 and never heard from them again about scheduling the preventative maintenance tune up on my AC system. On 6/17/2022 I called them because our AC went out and booked the earliest appointment they had for a week later on 6/24/2022. When the Bardi tech arrived, he took the cover off my outdoor unit and instantly said I had a bad start stop component and contact relay that he could replace them for $650...those parts are $50-80 total in almost any part supply store. He then wanted me to purchase additional freon at $400 per pound. I told him that I thought his prices were too high and that I would like a second opinion.After the Bardi tech left, I called and asked Bardi for a refund of my preventative maintenance plan since 2.5 months had passed and they still had not come out to do my AC tune up. Additionally, I would never use a company that thought it was okay to price ***** its customers. The Bardi representative I spoke with said I needed to email my request to ****************************************** but when I emailed them, I received bounce back that my email was "Undelivered Mail Returned to Sender" due to my email being blocked by the recipient. Not sure why I was blocked...had never emailed before. I called them back again and was told that they would not refund me because it had not been cancelled within 3 days was only listed in an receipt that they emailed me later. I never was told there was a limit and certainly never agreed to a time limit. Additionally, I contacted them the same day they came out to finally service my AC. I am requesting a refund of $237 as no preventative service was ever performed or was there any attempt by Bardi to perform that service in more than 2.5 months.

  

  Business response

  06/30/2022

  We are possessing this request. 

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. I was told by **** during a pc tunne-up I needed a Voltage absortion part replace on my upstair ac unit. I thought that was strange sinse my unit is only 3 years old and came with my new home. I looked up the part and found out they cost around $20 online and took about **** minutes to install. I asked the tech for a quote and he said $290.00. I thought that was excessive and refused. He kept telling how much I needed it and then explained it comes with a 5 year parts and labor no question asked warranty. He said after the repair he would email me an invoice with all the warranty details in writing. Because I liked the warranty I made the purchase but when I received the invoice it only said Level 2 Warranty. I called and emailed Bardi repeatedly asking for an invoice that stated in writing the warranty was for 5 years parts and labor no question asked as promised by the tech ****. To date my request have gone unanswered.2.I purchased a $287.00 Friends of Bardi service membership instead of a AC only tune-up for $69 x 2 (I have 2 AC Units). The membership seemed like a good deal it included AC tune-up x2, Furnace Tune-up x2, and Plumbing maintenance for the year to auto-renew yearly. **** *** tech told me I would receive a welcome package in the mail explaing all the details. I only received an invoice with basic info. I called and emailed about receiving the wecome package with full terms and conditions. My request have been ignored and ive noticed my upstair unit compressor making lound noises when it gets hot. Im going to hire another company come out and check my units I no longer trust Bardi to perform work at my home.3.I was charged $25.00 for TFS/PPE (Truck, Fuel, ************** without the tech telling me about the charge and Bardi have not refunded it as promised.Iam willing to pay for the $69x2 pc-tune on both my units but note I was told my units were fine except for the voltage starter repair and now my upstair unit condensor is making noise.

  

  Business response

  06/27/2022

  We are reaching out to this client to get this resolved. 

  Customer response

  06/30/2022

   
  Complaint: 17442899
  
  I am rejecting this response because:Bardi has not reached out to me and I no longer trust them to service my home. Their technician made promises to get me to purchase services that wasnt true and did not provide proof to me in writing, Even after checking my ac as part of a tune-up and saying it was ok I noticed my ac making lound noises and cutting off on very hot days. A problem I didnt have on a 3 year old fairly new ac the came with my new home purchase.They did not provide the warranty as promised in writing for a voltage starter repair and did not provide the terms of service agreement for Friends of Bardi membership. I have also charged $25 for fuel fees that I did not authorize. They basically ignored my email requests for this info and and refused to let me speak to anyone over the phone. I will pay $138.00 for the pc tune-up $69 per ac unit on my ******* card but will request full refund for remaing balance. Refund $300 from Discover and remaining from ******* minus $138.00 for pc tune-up. Documentation has already been provided.
  
  Sincerely,
  
  *******************

  

  Business response

  07/06/2022

  We are processing this request today. The refund will take up **** business days to show back up on your card.  

  Customer response

  07/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.if the correct amounts I will reopen or submit another complaint.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This business is advertising an air-conditioner checkup. I called to schedule. I kept telling the girl I only wanted the special. She scheduled me an appointment and when I asked again, she stated the price would be around $80+ rather than the $69 advertised. Also the special says should there be a breakdown during this summer they would fix for free. I highly doubt that now!!! Well- needless to say this is switch and bait. If I had not have asked, they would have charged the larger amount and I would have been on the hook to pay this.When reading other customer complaints that are similar complaints , the business only makes excuses. No acceptance of any part of the issue.This type of advertising is unacceptable and you better believe I will tell all of my friends and the radio station that this was advertised on has lost my trust completely. It is only about making a buck apparently! `****

  

  Business response

  06/16/2022

  This clients A/C was not working when she called our office. Our $69 tune-up offer is for working systems that have neglected or deferred maintenance. When this happens our customer service reps are trained to explain that a tune-up will do no good to a system that is working and that we would need to repair the system first, then perform the tune-up. Our service response charge to come out and diagnose the system and provide options in writing to repair the broken A/C is $88. We explained this during the 10 minute phone call that was recorded. 

  Customer response

  06/16/2022

   
  Complaint: 17423765
  
  I am rejecting this response because: My air conditioner IS WORKING

   

  BUT I would not do business with this company if they were the ONLY option left to me.
  
  Sincerely,
  
  *********************

  

  Business response

  07/06/2022

  This complaint has been addressed during a previous response. I apologize again for the experience you had with our call center. We would be glad to perform a tune-up for you at no charge. Bardi has over ****** 5 star review which wouldn't be possible if we deployed bait and switch tactics. Again, we are willing to do whatever it takes to prove to you we are an honest company.... even if its giving you our services to try for free.  

  Customer response

  07/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.as I have already had a check up from another company (and by the way, no problem was found) and we have found an honest company for future use.
  
  Sincerely,
  
  *********************

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