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:11/06/2024

  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.

  Bardi on October 14, 2024 fraudulent charges my credit card for plumbing work that they claim was at my home on October the *********** one from this company ever came to my home or performed any plumbing work on my house.I have continuously communicated with the agents via phone about this blatant fraud charges. They continue to insist that their invoices show that they did do the work.I am not crazy or stupid.I have never had any work whatsoever performed my house by Bardi or any other company in the last few years.They refuse to refund the funds back to my credit card.

  

  Business Response

  Date: 11/06/2024

  Good afternoon *** *****, 

  We understand that this was filed prior to our conversation with you this afternoon where we cleared everything up. We are empathetic to what you are going through and if there is anything else we can do to help, or should you have any other questions please let us know. For your benefit we have also attached documents relating to the work. 

  Customer Answer

  Date: 11/06/2024

   
  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.
  
  Sincerely,
  I am completely satisfied with the business response. Due to my memory lapse I am totally responsible for this mishap.
  ******* *****

• Initial Complaint

  Date:10/07/2024

  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.

  I had **** ****** a technician of Bardi Heat and Air to service my air conditioner in June for the summer,I had to call him back twice in July because there was always something he was omitting to do.he.forgot to turn the unit on he forgot to change the filter on the 3rd of August I stepped in water in my hallway I didn't think there should be water in that area,i was out of the house until the evening of the 4th when I return home my flooring was raising up and water was everywhere after I search to see where the water was coming from I called BARDI they couldn't get anyone until the 5th,**** ****** came 5:00pm Mondays.He said I'm sorry it's my fault I didn't blow the line out,I said look at my floor,he said we will make it right. I've waited for two months and today October 7th ******* said they are not responsible.I live on a limited income but they was always paid for the work they did in my home

  

  Business Response

  Date: 10/09/2024

  Dear [Customer's Name],
  Thank you for being a valued member of our service program. We wanted to follow up regarding the recent issue with your system and provide clarification on its current condition.
  We performed your annual cooling maintenance as part of your membership in April 2024, and your heating maintenance in November 2023. Additionally, we conducted your first cooling tune-up in June 2023. During each of these visits, we informed you about the potential issues due to the condition of your system. Estimates were provided to perform a cleaning of the indoor coils and conduct leak detection tests, and addressing the growth on your blower motors, as the overall health of your HVAC system remained a concern. (Please see the attached photos)
  The clogged drain line you experienced in August was directly related to these unresolved issues and could not have been prevented without addressing them sooner. Our last visit prior to August 5th was in May 2024.
  To help resolve these ongoing concerns, we would be happy to explore discounts or other options for remediation through our partner company. Please let us know if you'd like to discuss this further or if theres anything else we can assist you with.
  Thank you again for your continued trust in our services.

  Customer Answer

  Date: 10/09/2024

  I'm sorry you.are omitting the visits you made to my home in June and July I still have the calls to let me know when they would arrive,they discussed replacing the unit which I wasn't able to do this year but I never heard blowing out the line until **** said I'm sorry it's my fault i didn't blow out the line,  they even sold me a gadget to detect a leak and said it would change from green to red if there was any dampness around the unit it never changed, I depend on you all to know what to do.

  

  Business Response

  Date: 10/09/2024

  Dear Mrs. **************** you for reaching out and sharing your concerns.
  After reviewing our service history, Id like to provide a clarification regarding the timeline of our visits. Our records show that we performed cooling maintenance at your home on April 25, 2024, followed by a visit on May 9th to address the system not working. The next time we returned to your home was on August 5th when the issue with the drain line was brought to our attention.
  Typically, if there had been a missed issue with the drain line, it would have presented itself shortly after our earlier visits. Given that the drain line issue did not arise until August, we believe it may be due to the overall condition of the system.
  While we cannot confirm if ******** made the statement you referenced, its important to note that the age and condition of the system likely would have caused other issues to arise even if the drain line had not been a factor.
  We understand how much you depend on us for expert guidance, and we're here to support you moving forward. If you'd like to discuss potential next steps to ensure the systems longevity or explore options for a replacement, please don't hesitate to reach out.
  Thank you again for allowing us to assist you.

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22392871
  
  I am rejecting this response because:
  The information is not accurate that they are sharing with you,nor are they correct about the number of visits when **** returned because the unit wasn't working that was because they turned it off outside I know it was working fine before they came so I called them back **** said we forgot to turned it back on.there are no charged it's a call back.when River came and attach the  gadget that was supposed to detect moisture this all occurred in June and July they are not being truthful. 

  Sincerely 

  Margaret 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  he ask if I was going to renew my contract i said no because I got better service when I  wasn't on contract. 
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/10/2024

  Dear *** ******,

   

  We do not have any records or invoices to support that we returned to the home in June or July of 2024, nor do we sell the part/gadget mentioned to detect dampness that you discribed. Please review any invoices you have from that transaction or from those visits in June or July to see if its at all possible that another hvac company came out and provided you that equipment. We still beleive that the damages to your floor is a direct result of the issues that we attempted to repair for your system. We know that the cost of repairing an hvac system is never easy, and can be inconvinient at times and it is up to each homeowner to weigh out what the best option for their home is. Unfortunately without repairing or replacing the system you run the risk of these types of damages. We are still willing to provide options on that system repair or replacement, we simply are not able to help with the damage done to your floors.

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22392871
  
  I am rejecting this response because:
  I will get all documents  and receipt,because your guy did put this gadget ****** can speak to **** he also ask why it didn't work we can continue this when I collect my evidence to this  situation. I'm sorry you are so misinformation about this they always sent electronic receipt and l will get my receipts and get back to you.I also have my text messages when they let me know when they would arrive I sure you have never been out to my home nor do I know who I'm responding to earlier on **** ********** said **** told him it's his fault and **** sent ******* ************** out for an estimate,that's when you stop responding to my calls..
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/15/2024

  Dear Ms. **************** you for your email. I understand your frustration, and we appreciate the time youre taking to gather your documents. However, I would like to note that we have not yet received any receipts or documentation proving that we sold you the item in question. Additionally, our records do not show any communication or service visits to your home during the timeframe mentioned.
  It is our standard procedure to send out restoration partners like Hampton Restoration to evaluate the situation when necessary. This is done to assess any potential issues and offer guidance, but it does not indicate that we are accepting responsibility for the damages.
  We always aim to support our customers, and were still happy to assist with addressing the issue regarding your system. However, it is important to note that the age and condition of your system have contributed to the current situation. While were willing to help with that aspect, we will not be covering the cost of replacing the flooring.
  Please feel free to reach out if you have any further questions or need assistance.

• Initial Complaint

  Date:10/03/2024

  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.

  The company refuses to address this question:Please forward this request to someone in billing who can provide an itemized list of the work done at the service address above. The home warranty company we use requires us to provide them with an account of what we are paying for in this service for partial reimbursement. In addition, we, as customers, would like to have this information as well. Had we known we would not be able to secure such an accounting, we would have selected a different company. Right now, we have paid a total of $1,496.25 which includes the separate price of the membership of $240 (which was itemized), but we have no idea how much the shower kit costs, the cartridge valve, the access door, or the cost of the labor for this service. During a phone call made on September 30, 2024, I was initially told that Bardi does not prepare itemized invoices. When I asked how this could be, I was assured I would receive one. The invoice sent was an indication of what the price would be before the discount, but no accounting of the materials or labor. I do not believe the person I spoke to understood the request.Please find the estimates and invoices attached which indicate a summary that was done, but no record of what each material item costs. Please provide that at this time as I believe we have a right to know what our funds have supported specifically.

  

  Business Response

  Date: 10/08/2024

  Dear Mr. and Mrs. Jefferson,

  Thank you for your continued patience, and I apologize for any confusion regarding your request. I have reviewed your concerns and communicated with Mr. Jefferson yesterday to keep him informed throughout the process.
  As requested, an updated invoice has been prepared, detailing the costs for the shower kit, cartridge valve, access door, labor, and any other materials or services. This should meet your requirements, and I have included the detailed breakdown you were asking for.
  If you have any further questions or need additional clarification, please don’t hesitate to reach out. We are here to assist.
  Thank you again for choosing Bardi, and we appreciate your understanding.

  
  Best regards,
  Customer Care Specialist 
  Bardi Heating, Cooling & Plumbing

• Initial Complaint

  Date:09/30/2024

  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.

  On the evening of Sept, 1st 2024 my kitchen drain became clogged, since ********** and their tool rental center was already closed for the evening I decided to look online at plumbers and found Bradi through their advertising on ******. They were running large paid promotions in the search results and had the same promotion on their website, and they still are currently. The promotion states, "Professional Drain Cleaning $93 or it's Free, $93 Drain Cleaning with Camera inspection Special" I booked an appointment for the following morning 9/2/2024. The next morning the plumber arrived and looked at my issue and said, that even though this was not stated online or told to me by customer service, that a kitchen drain is not covered by the promotion, so he would have to give me a new quote. After punching some information into an iPad he looks up at me and says that my drain cleaning would now cost $700 but if I sign up for a new subscription loyalty program he would do the job for $600. Since that is an INSANE quote for the job I questioned him and said the tool only costs $70 to rent from ********** he was obviously embarrassed and said he didn't blame me for declining service but he still had to charge me $88. I told him this is a bait and switch scam, and he said he couldn't do anything about it. I called Bardi to complain and spoke with **************** Manager ******* and let her know my concerns and she was extremely rude and refused to talk to me about the deceptive marketing and said she would check something and call me back but never did and didn't call me back when I reached out a second time. This company is running an obvious bait and switch scam and should be forced to put a stop to it!

  

  Business Response

  Date: 10/09/2024

  Dear Mr. ******************* you for reaching out to us. We sincerely apologize for any misunderstanding regarding the promotional offer you attempted to use.
  Upon reviewing your account, it appears that your original appointment was booked online rather than through a customer service representative. During the online booking process, if the $93 promotion was selected, details regarding eligibility were provided. Please find the attached image for your reference.
  Additionally, when you called on the day of your appointment to confirm, our representative advised that your particular issue did not qualify for the $93 special, and an $88 service charge would apply. We understand this may have caused some confusion, which is why we offered to refund the $88 since you chose not to move forward with the estimate.
  We value your business and want to ensure you are satisfied. If you have any further questions or need additional assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22360186
  
  I am rejecting this response because: No sincere attempt was made on the part of ***** to remedy this issue, unfortunately trying to bring this to light only got me another confrontational and aggressive phone call from ******* the "customer service manager" where she attempted to bribe me with a refund only if I deleted my honest accurate and open review. I informed her that my review was 100% accurate to the situation that transpired on my appointment, and that if she wanted to do the right thing for a customer and provide a refund for an appointment booked due to deceptive marketing, and then an egregious new price quote, I would be happy to update the review to state that myself and Bardi had reached an amicable resolution. Unfortunately Bardi was only willing to resolve the issue through censorship rather than relationship building and honesty. Additionally, I further tried to speak to ******* about the deceptive nature of their online marketing as the root cause of the whole issue can be traced to this, booking an appointment for a $93 drain cleaning that is full of loopholes to charge a customer more money is a blatant bait and switch scam. The price went from $93 to $700 a 650% price increase. She was more interested in arguing with me than attempting to understand a customers point of view.
  
  Now to evaluate Brads response, which is abhorrent, they accepted that yes they are running a scam but that it is ok because the fine print of their scam says so. I cant even believe the leadership of this company allowed such a response to be made. 
  To acknowledge the screenshot provided. I am not a plumber, I have no way of knowing where a clog could occur or did occur, the plumber who came to my residence did not make any attempts to clean the main line, when he arrived I said I had a clog, and he made an excuse for why I dont qualify for the promotion and then changed the price to $700. With no proof whatsoever, he could have performed the $93 drain cleaning and been successful, well never know because that was never the point of the service, it was always to switch the price to a higher amount.  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 10/15/2024

  Our customer Service manager spoke with Mr. ********** to help resolve his concerns, he is also being refunded the service reponse charge of $88 

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair 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.

  august 21, 2024 i spent ****** on unit and 1150 on ***airs Everything started off very good. They came out. The next day. Gave me an estimate gave me what appears to be a good warranty, then the problem started. I did not get the 5 inch filter that I was told Id be getting the system that they sold me a stage two my house is not compatible to use this system .I was told there is no special financing on the unit then after I bought the unit and paid cash for it I found out they were offering and are offering 0% until 2026 with no payments till 2026. I spoke with what was told to me as a manager from **** ***** ****** he told me he would assist me. Unfortunately he has done absolutely Ive attempted to And call him and email him and he has not responded in multiple days after he told me he would. I can honestly say I regret it. I will never do business with them again nor will I refer people to do business with them. Highly recommend going somewhere else do not do business with this company.then i called them 2 days later to come work on my mini split. the *** that came out looked at the unit and said it needs to be ***laced cause its over 10 years old. i explained its 2 years old and even has a date on it showing 2 years. he said he recommends me call a comfort specialist. then i called and got a new *** out there and he fixed everything no problem. was super nice. then he gave me the bill for $1200 dollars, without ever telling me how much anything was going to be to ***lace. i regret using this company.

  

  Business Response

  Date: 10/02/2024

  Dear Mr. ****************** you for reaching out to express your concerns. We take customer feedback seriously and aim to provide the highest level of service, so we would like to clarify a few points regarding your recent experience.
  When you initially purchased your system, we advised that a 5" media filter would not be compatible with your setup due to space constraints. Additionally, at the time of your purchase, there were no special financing offers available, as the promotion you referenced started after your system had already been installed. We strive to be transparent, and prior to completing any work, we make it a priority to inform our customers of all associated costs. To acknowledge your concerns, we provided a complimentary membership for both of your ************* a value totaling $315.
  In response to the thermostat issue you mentioned, we promptly replaced it once you informed us that it was not functioning properly. Furthermore, we reassembled the plenums for your second system as part of the installation. Its also important to note that we applied significant discounts to your project, which were extended due to your decision to pay in cash.
  We apologize if these actions did not meet your expectations. As communicated previously, we are processing a full refund for the cost of your system. We hope this resolves your concerns and shows our commitment to making things right.

  Customer Answer

  Date: 10/03/2024

   
  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.

  Everything has been handled and everyone is satisfied. Please disregard the complaint and close it. thank you 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising 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 August 15, 2024, Bardi has attempted to scam me into buying an entire new hvac system. Upon calling a different company to inspect my system, I discovered Bardi had attempted to intentionally disconnected my hvac system and claimed my unit needed a new compacitor and compressors. When my 4 units were in prefect working condition. This intentional act done by Bardi was highly unethical and inappropriate. I trusted Bardi to deliver honest inspections and services. However, I know now that sales is their only goal. Quoting me for $5,536.96 for a new system or repairs that were not needed. But should have simply told me there was nothing wrong and charge the $164.32 service fee only. I am reporting Bardi to the BBB for this unethical act to help other people to avoid being scammed into buying something they don't need from a sales driven company. Bardi has no integrity or respect to its customers and should be ashamed of what transpired over the visit to my home. I would like to have a full refund of monies paid in the amount of $164.32. The company I contacted found NOTHING wrong with my system and notified me that the cloud of smoke I saw in the air was the technician simply releasing my R-410A into the air and telling me I am 2 pounds low on refrigerant. My system is working and I had to spend additional money with a new company. Foul practice and services from Bardi.

  

  Business Response

  Date: 08/30/2024

  Dear ***************,
  
  We want to extend our sincere apologies for any frustration or inconvenience you may have experienced during our initial visit. We truly understand how important it is for our estimates to meet your expectations, and we regret if they did not fully align with what you were anticipating. Our primary goal is to ensure that all our customers are well-informed about any potential concerns that could lead to future issues. This is why we provide all clients with a range of options. However, it is entirely your right to choose whether or not to proceed with the services we suggest.
  
  As per the Customer Authorization terms, which you agreed to, you authorized us to service your home and to pay for those services. Respectfully, We regret if this does not meet your expectations again, but please understand that the $164.00 charge was a fair price for servicing two systems, as discussed with you over the phone.
  
  Regarding the services provided on 08/15/2024, here is a detailed breakdown:
  
  Service Summary: We arrived at your residence to perform tune-*** on two cooling systems. The work included:
  
  System Checks: We inspected the amperage on motors, evaluated starting components, examined wiring, and assessed the drains and the condensate pump to ensure proper operation.
  Pressure and Performance: We checked the refrigerant pressures to confirm the cooling efficiency of the systems.
  Outdoor Units: Both outdoor units were washed to improve efficiency and ensure smooth operation.
  Thermostats: We verified the functionality of both thermostats.
  Air Filters: We replaced the air filters as part of the routine maintenance.
  Findings and Recommendations:
  
  Main Floor Cooling System: The outdoor capacitor was found to be failing, which can strain the entire system. Additionally, the condenser fan motor was operating above its manufacturers recommended limits. To prevent potential breakdowns, the technician highly recommended replacing both the outdoor capacitor and the condenser fan motor.
  Refrigerant Levels: The refrigerant pressures were slightly below optimal levels. To enhance cooling efficiency, it was suggested that approximately one pound of refrigerant be added.
  Our recommendations are intended to help you maintain the longevity and efficiency of your systems. While they are suggestions, acting on them can prevent more significant issues in the future.
  
  Once again, we apologize if this experience did not meet your expectations. We are committed to providing quality service and are always here to address any further questions or concerns you may have.
  
  Sincerely,

  Customer Care

• Initial Complaint

  Date:08/24/2024

  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.

  It recent came to light that I had purchased a membership contract with Bardi for which I receive no service or benefits.This started in 2020 but I just found out the whole story.They called a week after I had AC repaired. I let them know the unit had just been inspected. Thats the last I heard. When I found out what happened while talking to an agent. There was some type of problem with system.Also I used them for plumbing twice. Based on last conversations and being left on holdI was treated like less than a valued customer at all. Sad to see decline in customer service.

  

  Business Response

  Date: 08/26/2024

  Dear *********************************,

  We want to express our sincere apologies for any inconvenience you experienced with our customer service agent. We deeply regret the disconnection that occurred when we placed you on hold. We immediately called back and left a detailed voicemail. Please know that all our customer service interactions are recorded and monitored to ensure we provide the highest level of professionalism.
  After reviewing your account, we noticed that your membership expired in 2019. We made several attempts to contact you about renewing your membership but, unfortunately, did not receive a response.
  Regarding the **** service you received in 2019, our technician performed a thorough diagnosis and discovered that your R-22 unit was low on freon. Additionally, a refrigerant leak in the evaporator caused the coil to freeze, which led to water leaking into the auxiliary drain pan. We assisted you with your home warranty claim (#********) and provided repair options, but unfortunately, the home warranty company denied the claim for repairs.
  At the time of service, we applied two discounts: one as a member and another as a courtesy seasonal member discount, totaling $149.58. These discounts saved you 14% off the full amount. Without them and the membership benefits, you would have been charged the full price, including the service fee. We have options for monthly memberships that have great value and benefit's as well.  
  We genuinely value your business and strive to provide exceptional service. If there's anything more, we can do to address your concerns, or if you're interested in discussing renewing your membership, please don't hesitate to reach out. Were here to help.
  Thank you for giving us the opportunity to serve you.

  
  Warm regards,

  Customer Care 

  
  
  

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair 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.

  Advertising $93 or it is free. This is a lie. I had this company come out due to a blocked drain line based on their extensive advertising of drain clearing for $93 or it's free. They came out on a Friday ************ were suppose to run ************** line. However, the tech told me he did not have the camera so he would snake the line & the camera person would be out the next day. After snaking the line he told me that there were roots in the line. Showing me the debris on the snake. Yet he charged me the $93 plus card fee. The next morning a young lady came to run the camera. She told me that there were roots in the *********** would have to dig up the line & replace $4600. Told her to schedule the ********** told me not to use the water until it was fixed. Then two days later a crew shows up to repair the line. I have called Bardi twice now asking why I was charged the $93 if the problem was more expensive. Yet they refuse to return my call. **** keep telling me they are in meeting & have too much going on. I am your customer!!! I have paid you thousands of dollars. Why am I no longer important enough to you to respond? I am requesting refund of the $93 plus the processing fees for my debit card. I would also like an explanation of why you could not contact me prior to me having to post on the BBB.

  

  Business Response

  Date: 08/28/2024

  Dear ***********************,
  Thank you for sharing your concerns with us. We deeply regret that the recent service did not meet your expectations. We understand how frustrating this situation must be, especially when dealing with something crucial as your home's plumbing.
  Regarding the $93.00 Special, this fee covers our initial evaluation, which includes diagnosing the problem and beginning the process of clearing out the drains. When we received your call on 8/16/24, our technician promptly arrived to assess the issue with your drains. As part of the service, the technician ran a cable up to 75 feet, making three attempts to clear the blockage. Unfortunately, during this process, it became evident that there was significant root intrusion obstructing the drain.
  As per our standard procedure, when a blockage is not cleared after three attempts, we inform the customer of the situation and provide further options. We sincerely apologize for any confusion that may have arisen during this discussion. Once we discussed the findings with you, the $93.00 fee was applied to the estimate you chose to proceed with, which involved excavation work. During the excavation, our technician discovered additional root intrusion, which was further confirmed using a camera inspection.
  We provided you with detailed estimates to allow you to choose the best course of action moving forward. Our goal is always to provide transparent and thorough service, and we regret that this experience was not up to the standard we strive to maintain.
  Thank you again for bringing this to our attention. If you have any further questions or need additional clarification, please don't hesitate to reach out.
  Sincerely,
  Customer Care

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22190067
  
  I am rejecting this response because: This is not what your advertising states. "$93 or it's free" Even in your reponse you stated that the problem was not fixed with the 1st visit. You are misleading people to get them to call you. Your quote for the line repair was $4600 yet I was charged $2392.00 8/21/2024, $2392.00 8/19/2024, & $96.72 8/16/2024. Totaling $4880.72 so where was the discount for the offer you advertise. I am going to send this matter to the Georgia Attorney General for review of your advertising practices. This is not about the money!! This is about your misleading tactics & your horrible customer service. Still, after 2 phone calls to your company. No one has returned my call & even after posting this complaint. No one has taken the time to call me.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/30/2024

  
  Dear ****************,
  I would like to sincerely apologize for the confusion and any frustration this situation may have caused. After thoroughly reviewing your account again, it appears that there was an unfortunate error on our part, leading to the incorrect charge of $96.72. Please rest assured that this amount will be promptly processed back to your account.
  We deeply regret any inconvenience this may have caused you, and we genuinely appreciate you bringing this matter to our attention. Your feedback is invaluable to us, as it helps us improve and better serve our clients. Please know that we take our clients' concerns very seriously, and we are committed to ensuring that situations like this do not happen again.
  We understand that this may have caused you to question our commitment to your satisfaction, and for that, we are truly sorry. We would like to emphasize that this was a misunderstanding on our part, and we are eager to regain your trust.
  Thank you for your patience and understanding, and we hope you will allow us the opportunity to serve you again in the future.
  Warm regards,
  Customer Care 

  Customer Answer

  Date: 08/30/2024

   
  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. Yet, still no one has made any attempt to contact me. Unprofessional.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2024

  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.

  I canceled my friends of Bardi membership and have not received my refund. They are giving me the run around and wont return my phone calls. They charged my credit $315 for another year on August, 15 2024

  

  Business Response

  Date: 08/30/2024

  Subject: Follow-Up on Membership Cancellation and Refund
  Good afternoon ****************,
  I sincerely apologize for the inconvenience and frustration this situation has caused. I want to assure you that we are committed to resolving this matter promptly.
  To clarify, your Friends of Bardi membership was indeed canceled on August 21, 2024, and a refund of $215 was processed on the same day. While we immediately initiated the refund on our end, the time it takes for the funds to appear in your account depends on the processing time of your credit card provider. Unfortunately, this part of the process is beyond our control.
  We understand that this delay is frustrating, and we are here to assist you. Please find attached a copy of the invoice that confirms the reverse transaction for your records.
  If the refund does not appear in your account within the next few business days, I recommend reaching out to your credit card provider directly. However, if you continue to experience any issues, please do not hesitate to contact me directly, and I will ensure we take the necessary steps to resolve this to your satisfaction.
  Thank you for your understanding, and we appreciate your patience as we work to make this right.
  Best regards,
  Customer Care 

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22176464
  
  I am rejecting this response because:
  They refunded me less than the full amount. The amount was $315, but they only refunded me $215
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/30/2024

  Subject: Update on Your Refund
  Dear ****************,
  Thank you for bringing this to my attention. I want to assure you that the remaining $100.00 of your refund has been processed. I sincerely apologize for any confusion this situation may have caused.
  Please rest assured that I have taken immediate action to resolve this issue. You should receive the refund within the next couple of days.
  We genuinely appreciate your patience and understanding. If there is anything else I can assist you with, please don't hesitate to reach out.
  Thank you once again for your continued trust in us.
  Best regards,

  Customer Care

  Customer Answer

  Date: 08/31/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/17/2024

  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.

  August 10, 2024 @ 8:30 am I spoke to a Bardi ***resentative to see if they could provide a sewer related service call ASAP. The **** after being given my personal information accessed my prior ************* record and advised me of my eligibility of the same $90 special rate fee paid in ***************** tech arrived on property two hours later than original estimated 3:00pm. He spent approximately 15 minutes of service and advised me of his in-ability to complete job because of his stated extended day of work as well as his"need of additional help". Shortly after the technicians departure I called Bardi and left my negative ***ort of the unsatisfactory service call on voice mail.The following morning I again called Bardi and advised the ***resentative of the horrific service call of the evening before. The ***resentative then advised she would escalate my dissatisfaction ***ort over to customer care manager with a promised return call from the agent. The next day, Monday August 12 I received a call from Bardi agent who advised me of a now promised service call on Tuesday with no fee charges due to my expressed dissatisfaction of prior service.On August, 13th I received an estimated service arrival of 4:30 pm that required my leaving my job hour earlier that normal. The technician arrived at 6;30 after my two earlier Bardi ****** phone call excuses of late arrival. This technician who advised me of his 'non Bardi" employment also stated that he only received a this service request from Bardi one hour earlier while he was in his home. Once again this added to the lack of Bardi employee mis-informations provided continuously. This tech. also stated he knew nothing of my stated Bardi agreement of compensatory service and as a contractural server he had to charge $409. Service completed and paid within 15 minutes.The next day, I again advised a Bardi *** of my dis-satisfaction who again promised company management intervention that has now been declined.

  

  Business Response

  Date: 08/20/2024

  Dear **************,
  Thank you for allowing us to address the plumbing issue in your home. 
  During our initial visit on August 10, 2024, our service technician diagnosed a clog in your main sewer line. The system was backed up, and after snaking the line with our standard small sewer machine we pulled out roots and scheduled a free camera inspection. There was no charge for this visit as per our $93 special. At that time you requested the technician to use a larger Augeer machine to attempt to clear the line. We understand that there may be a misunderstanding regarding running the larger auger machine with the 100ft cable, however that is not included in the $93 camera special. The normal price to run the larger  machine is around $700. When we returned to the home on 8/13 we waive the standard service response charge that is paid for having a technician return to the home. Althought that was a courtesy extended to you due to your previous experience with the technician, that doesnt not mean any and all fees related to service/repairs is waived. We ran the machine you requested and were only charged $400 for that service. 
  Please note that our technician also recommended an estimate for excavation back in March during the first time we ran this special for you in order to address the root cause of the problem, but you opted not to pursue that option at the time. We understand there may have been some confusion regarding the options provided, and we're here to clarify any misunderstandings.
  If you have any further questions or need additional assistance, please don't hesitate to reach out. We're committed to ensuring your satisfaction and are happy to discuss any further steps you may want to take to resolve the issue.
  Thank you for choosing us for your plumbing needs.
  Best regards,

  Bardi

  
  

  Customer Answer

  Date: 08/30/2024

   

  My original BBB Complaint:

  BBB Submittal 8/17/24

  August 10, 2024 @ 8:30 am I spoke to a Bardi ***resentative to see if they could provide a sewer related service call ASAP. The **** after being given my personal information accessed my prior ************* record and advised me of my eligibility of the same $90 special rate fee paid in March.

  The service tech arrived on property two hours later than original estimated 3:00pm. He spent approximately 15 minutes of service and advised me of his in-ability to complete job  because of his stated extended day of work as well as his"need of additional help". Shortly after the technicians departure I called Bardi and left my negative ***ort of the unsatisfactory service call on voice mail.

  The following morning I again called Bardi and advised the ***resentative of the horrific service call of the evening before. The ***resentative then advised she would escalate my dissatisfaction ***ort  over to customer care manager with a promised return call from the agent. The next day, Monday August 12 I received a call from Bardi agent who advised me of a now promised service call on Tuesday with no fee charges due to my expressed dissatisfaction of prior service.

  On August, 13th I received an estimated service arrival of 4:30 pm that required my leaving my job hour earlier that normal. The technician arrived at 6;30 after my two earlier Bardi ****** phone call excuses of late arrival. 

  This technician who advised me of his 'non Bardi" employment also stated that he only received a this service request from Bardi one hour earlier while he was in his home. Once again this added to the lack of Bardi employee mis-informations provided continuously. This tech. also stated he knew nothing of my stated Bardi agreement of compensatory service and as a contractural server he had to charge $409. Service completed and paid within 15 minutes.

  The next day, I again advised a Bardi *** of my dis-satisfaction who again promised company management intervention that has now been declined.

  Bardi Response:

  BBB Submittal 8/17/24

  August 10, 2024 @ 8:30 AM, I spoke to a Bardi ***resentative to see if they could provide a sewer related service call ASAP. The **** after being given my personal information accessed my prior ************* record and advised me of my eligibility of the same $90 special rate fee paid in March.

  The service tech arrived on property two hours later than original estimated 3:00pm. He spent approximately 15 minutes of service and advised me of his in-ability to complete job  because of his stated extended day of work as well as his"need of additional help". Shortly after the technicians departure I called Bardi and left my negative ***ort of the unsatisfactory service call on voice mail.

  The following morning I again called Bardi and advised the ***resentative of the horrific service call of the evening before. The ***resentative then advised she would escalate my dissatisfaction ***ort  over to customer care manager with a promised return call from the agent. The next day, Monday August 12 I received a call from Bardi agent who advised me of a now promised service call on Tuesday with no fee charges due to my expressed dissatisfaction of prior service.

  On August, 13th I received an estimated service arrival of 4:30 pm that required my leaving my job hour earlier that normal. The technician arrived at 6;30 after my two earlier Bardi ****** phone call excuses of late arrival. 

  This technician who advised me of his 'non Bardi" employment also stated that he only received a this service request from Bardi one hour earlier while he was in his home. Once again this added to the lack of Bardi employee mis-informations provided continuously. This tech. also stated he knew nothing of my stated Bardi agreement of compensatory service and as a contractural server he had to charge $409. Service completed and paid within 15 minutes.

  The next day, I again advised a Bardi *** of my dis-satisfaction who again promised company management intervention that has now been declined.

   My response 

  Aug. 29, 2024

  The above highlighted portion is totally incorrect because I never requested another machine because the technician informed me of the larger machine weight and his inability to access alone as well as his having had a stated long hard day and would not do anymore! He never mentioned cost because there was no reason to do so if he was unable to fill any request to proceed! 

  The additional highlighted area regarding the camera inspection I previously requested copies of the March quoted photos taken, and was never provided this request to allow my viewing of the stated *************. I was also promised an August camera inspection that was never conducted either. 

  I cannot attest to any courtesy extended except that of the tech on August 13. Much courtesy was offered by office but never even mildly applied; just unfulfilled promises.

  On Aug. 26, 2024

  When I realized I had not received any response or Complaint # I contacted the BBB and was advised there was an email error address on their end that had to be corrected.

  August 27, 2024

  I again contacted the BBB of my still no assigned case # receipt

   ******

  Lastly; I have several text message records of conflicting and excuses sent by Bardi ***resentative of promises and/or excuses of appointment time arrivals if desired by the BBB that I can send with email attachment if requested. 

   

  ***********************;

  BBB Complaint 22157874 

   

  

  Business Response

  Date: 08/30/2024

  Subject: Clarification Regarding Plumbing Services and Charges
  
  Dear **************,
  
  After reviewing the details of your complaint, we would like to clarify the following points:
  
  Service Timing and Technician Availability: We apologize for any delay in the arrival of our technician on August 10th. Our representatives should have communicated any potential delays more effectively.
  We appreciate the opportunity to have addressed the plumbing concerns in your home. 
  
  On August 10, 2024, our technician responded to your home and identified a clog in the main sewer line, resulting in a system backup. As part of our $93 promotional offer, we employed our standard small sewer machine to snake the line and remove the roots, followed by a complimentary camera inspection. There was no charge for this service, consistent with the terms of our promotion.
  
  At your explicit request, the technician utilized a larger auger machine equipped with a 100ft cable to further clear the line. It is essential to emphasize that the use of this larger machine falls outside the scope of our $93 special. The standard charge for this service is approximately $700. However, again as an accommodation, we invoiced you only $409.00a figure significantly below the customary rate.
  
  Furthermore, when our technician returned to your residence on August 13, we extended a courtesy by waiving the standard service response charge. This waiver was granted specifically for that visit due to your prior experience with our services and should not be interpreted as a blanket waiver of any and all subsequent service fees.
  
  We would also like to remind you that during our initial visit in March, our technician recommended an excavation to address the underlying issue. You opted not to proceed with that recommendation, which is, of course, your right. However, it is important to clarify that the charges you are disputing pertain to services that were both necessary and expressly requested by you to mitigate the ongoing issue.
  
  We firmly believe that the charges billed were fair and reasonable, particularly in light of the additional services provided at your request and the accommodations made to reduce your costs. We stand by the work performed and the fairness of the charges incurred.
  
  While we regret any misunderstanding, we must respectfully decline your request for a refund. The services rendered were necessary, requested, and completed to address the issues at hand.
  
  Should you have any further questions or require additional clarification, please do not hesitate to contact us. We are fully committed to resolving any remaining concerns and ensuring your continued satisfaction.
  
  Thank you for choosing us to address your plumbing needs.
  
  Sincerely,

  Customer Care 

  Customer Answer

  Date: 08/31/2024

  I indicated the following on each of my prior complaints and responses:

  The technician on the 10th advised he could not do any more with the Bardi now claimed use of the larger unit. 

  The larger unit was not used until the follow-up visit on Aug.13th. 

  If the larger unit was used on the 10th failed what would have been the purpose of its re-use on the 13th? 

  I do have record of the Bardi stated "special fee"  waiver offer including nothing regarding the $409 charge that was ultimately incurred!

  If I had not been offered this "compensatory visit" fee waiver return visit I would have no reason to be seeking it. 

  On more than one occasion I requested a copy of the photo taken in March 2024, but was never provided!

  This to me is example of Bardi taking advantage of an known immediate consumer concern!

  I also would like to add that I cancelled an altenative offer of another company because I had now regretful thought confidence in Bardi that was un-rewarded. 

  

  Business Response

  Date: 09/03/2024

  Dear **************,
  Thank you for reaching out and allowing us to address your concerns. Below is a detailed breakdown of the services weve provided and the associated costs.
  March 10th, 2024:
  You scheduled your first drain cleaning special at a discounted rate of $93. Our technician performed services beyond what is typically included in this special. Although you may not recall the additional courtesies extended to you, we've attached the invoice and photos from that visit for your reference.
  During this visit, our technician found that the standard snake was not sufficient to clear the blockage, so they used a blow bagan advanced technique that typically costs $350. Additionally, the technician conducted a comprehensive whole-home plumbing inspection at no extra charge, a service not included in the $93 special.
  We advised you at that time that a camera inspection would be necessary for a thorough assessment. On March 11th, we sent a second ********** at no additional cost to perform this inspection, which revealed evidence of root intrusion. The summary and estimate provided during that visit are also attached. However, the recommended fix was not pursued.
  August 10th, 2024:
  You contacted us again as both of your toilets were backing up. Although this would typically require a standard service call, you requested the $93 special. Even though this promotion is usually offered once a year, we honored your request. Our technician was unable to clear the blockage with the standard 75-foot snake, and you were not charged for that visit. We also recommended a ********** to run a camera inspection, which you later canceled.
  August 13th, 2024:
  We sent another technician for a service call, which typically costs $88, at no charge to you. This courtesy covered the response fee for dispatching a Bardi technician. Please note, waiving the response charge does not extend to the cost of any additional work needed. The attached invoice reflects the discounted cost for using advanced equipment to clear your line, excluding the service response charge.
  We understand that the technicians behavior on the visit for August 10th did not live up to our standard for customer service. We at ********************** want to make sure that all of our customers have great experiences, and when they dont we do what we can to make that right. Waiving the service response charge and discounting the cost of running more advanced machinery is part of those attempts.  At this time, we strongly recommend a camera inspection to address the root intrusion issue and prevent future blockages. Finding a permanent solution will help avoid recurring problems.
  Please feel free to reach out if you have any further questions or would like to schedule the recommended inspection.
  

  Customer Answer

  Date: 09/06/2024

  Re. Bardi stated my request of a $93 special offer is totally incorrect because I would have had no idea of the possibility of an extended special offer. This offer was presented to me by the Bardi Representative when I called, and not at my request! I did accept the offer that the tech knew nothing of on his late notice service awareness of my hours earlier service ETA that was ultimately was disregarded.
  
  Re. The camera inspection: I never had any reason for a camera inspection cancellation because I was advised it was at no additional cost. In fact; I even requested a copy of the March 2024 camera inspection on multiple occasions that was completely ignored by Bardi.  One confirmed request of a camera inspection copy submitted via email also ignored by Bardi rep!
  If it was not for the many conflicting statements and promises submitted by Bardi ***** regarding my requests and their respective promises I would not be submitting this to the Better Business Bureau. I simply want the public to be aware of my horrific experience of stated customer service that was lacking with ************************* belief is the company is simply taking advantage of what they know is an immediate concern of a service seeker.

  

  Business Response

  Date: 09/09/2024

  Dear **************,
  
  We understand the situation may still feel unclear, we have provided a detailed account of the situation based on our research (invoices,call recordings, notes, etc.). At this point, we would like to find an alternate path forward. 
  
  In march based on the camera inspection, we left an estimate (see attachment in the previous response) to replace your drain line due to the root intrusion. We are more than happy to credit the $409 paid for the drain clearing in August towards that estimate should you choose to move forward with it.
  
  We do apologize if there were any misunderstandings regarding the definition of a free appointment as well as any unprofessional behavior that the tech may have shown in August. We are, however, committed to elevating our customers, our community, and our team members through our founding principles of excellent service. 
  
  Should you wish to move forward, please do not hesitate to contact us.