ComplaintsforBaker Heating & Cooling

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Bake Heater Air to fix my heater because I was hearing noise. They sent someone out on 9/16/2022 at 9:23 am they said they fix it but didn't so I called them again they came back out to see whats wrong thats when they told me it was the water heater I paid $1,300 all this money when they didn't fix anything I tried to call them no one is answering they phone is there anyway someone can help me.

  Business response

  11/09/2022

  Complaint ID: ********

  On 8/17/22, we received a call from Ms. **** who stated that her furnace was making a loud
  banging noise. We sent a technician out the following day. Upon his arrival he found that her
  blower motor was making an audible noise and the internal lubricant of the motor had leaked
  into the blower housing and bearings had play in them. All of this caused the technician to
  diagnose that blower motor as imbalanced and caused the noise described by the customer.
  Ms. **** and a male gentleman on site also agreed that that was the noise they were hearing.
  The technician replaced the blower motor for a total of $1,299, including the initial service call
  fee of $99. On 8/22/22 the customer called back in and stated she was again hearing a noise.
  We sent the same technician back on 8/23/22 to check it out. He was unable to replicate the
  noise she was hearing and also repaired her discharge line for condensate pump at no charge
  after noticing it had collapsed. We collected no payment at that time. Again, the customer called
  back in on 8/23/22 and stated she was hearing another noise. We sent a new technician, along
  with our boss to her home on the same day. Upon their arrival, there was no noise coming from
  the furnace. After an extensive search of her furnace, ductwork, and air conditioning equipment,
  they were able to replicate a noise from her water heater. We were unable to offer a
  replacement of her water heater because we do not have a licensed plumber on staff. We did
  give a ballpark for a typical water heater replacement, but advised her to speak with a plumbing
  company to see if a repair was feasible in this situation. We did not collect any payment for this
  return call either. All of the technicians who have been to her home have all agreed that the
  original replacement of blower motor was necessary for the customer to have heat in her home
  without the furnace making noise. The noise from the water heater was a completely separate
  issue.

  Ms. **** has called in several times since then to request a refund of her blower motor so that
  she can purchase a new water heater. Myself, ****** ******, Business Office Manager, and my
  Office Assistant, Jennifer, have both explained that we can not offer a refund on parts that have
  already been installed. We do believe that the blower motor was failing and that it was replaced
  based on not only the noise she was hearing, but also because the technician knew that she
  would not have heat unless it was replaced with a new motor.

  Please do not hesitate to contact me if you have additional questions or need any additional
  information from me.

  ****** ******
  ****************@gmail.com
  ** ************ ** ************

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