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:08/09/2024

  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 purchased an HVAC maintenance plan for four HVAC units in my home for a total of $515 from Bardi on 7/11/24. A technician visited my home 7/30 and performed the maintenance. A day later my main HVAC unit, which had been working prior, stopped functioning completely. I explained the situation to Bardi who sent out a technician to diagnose the issue. His recommendation was to replace the unit, the estimate from Bardi was more than $16k to do so. I contacted Bardi requesting a refund for the maintenance that had broken my system, they refused to do so claiming they had discounted a prior job for a greater amount than the maintenance plan. This discount is not something that was disclosed to me, nor is it documented in the invoice which is attached. Our final written correspondence is attached which occurred after several conversations. They have not replied to my last written response.

  

  Business Response

  Date: 08/19/2024

  Dear ****,

  
  Thank you for being a valued customer. We truly appreciate your business and are committed to providing you with the best service possible.
  As a Friend of Bardi member, you paid $583.00 for the services provided during your hvac appointment. While the non-member rate for the same services would normally have been $993.00. We apologize if this wasnt made clear to you, or for confusion. However the value of the membership greatly reduced the cost of the overall work for you, giving you a discount of around $410.
  We would be more than happy to reinstate your membership for you to provide you with continued value. However, should you wish to keep your membership cancelled we will do so without asking for the $410 that would normally still be owed for the services provided. Please let us know how you would like to proceed, and were here to assist you further.

  
  Best regards,
  Bardi

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22120796
  
  I am rejecting this response because it ignores my complaint. Bardi broke my HVAC system by performing maintenance, which costs me more than $14k to replace.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/20/2024

  Dear **************************,
  
  I would like to provide some clarification regarding the details of your service visits as well as the overall condition of your systemsas we found them. During your maintenance visit our technician did note several critical issues with your 18-year-old system, including a very dirty media filter, low R-22 refrigeration levels, a dirty blower wheel, and a pitted contractor. Unfortunately, the main floor system had frozen over, and these factors combined are responsible for the recent breakdown you experienced, which occurred 24 hours after the inspection.
  While these issues were detailed in your invoice, we sincerely apologize if the technician did not thoroughly discuss the severity of the condition of the refrigeration cycle for the main floor unit during the visit, or if the gravity of the overall conditions of the other units in the home were not made clear. The main floor system was found to be low on refrigerant, and given that it operates with R-22, a refrigerant that is no longer in production, there are significant challenges in maintaining and repairing this system. To accurately address the refrigerant issue, a leak detection test would be necessary to pinpoint the source.
  However, considering the age and overall condition of your system, repairs would have exceed the value of the unit itself. For this reason, our technicians strongly recommended system replacements for not only the main floor but for the master bedroom and bonus room units as well, as it was noted that there are slight refrigeration issues with those systems, which also use R-22 refrigerant.
  We understand that this situation is far from ideal, and we apologize for any inconvenience this may cause. Our goal is to ensure you have a reliable and efficient system in place, and we would be happy to assist you in exploring replacement options that will provide long-term benefits.
  Please feel free to contact us with any questions or if you would like to discuss the next steps. We're here to help and ensure you have the best possible outcome.
  Thank you again for your understanding.
  Warm regards,

  Bardi

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22120796
  
  I am rejecting this response because: there are no material terms to accept, only an apology.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/05/2024

  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.

  @JUNE 19, 2024 NEW 5-TON AC UNIT INSTALLED, INITIALLY WORKING PROPERLY. @JULY 24 , 2024 STARTED TO NOTICE COOLING WAS DIMINISHING @JULY29, 2024 CONTACT W/BARDI, APPT. SET FOR 8/2 (UPON RETURN FROM VACATION)ON THIS DATE, BARDI REFUSED TO PROVIDE A TIME FRAME FOR THE SCHEDULED APPT. ON 8/2, AFTER WAITING SEVERAL HOURS WITH MULTIPLE CALLS, TECH #1 NEVER ARRIVED I WAS ADVISED THAT HE WAS SICK. ANOTHER TECH WOULD COME OUT, NO ESTIMATED TIME FRAME.UPON TECH#2 ARRIVAL, IT APPEARED THAT UNIT WAS WORKING AGAIN. A FEW HOURS LATER, UNIT STOP WORKING, AGAIN 91 DEGREES IN HOME. ON 8/3 AGAIN, CONTACT MADE, AGAIN BARDI REFUSED TO PROVIDE AN ESTIMATED TIME FRAME FOR TECH. UPON ARRIVAL, TECH#3 ADVISED HE COULD NOT REPAIR. I WAS FURTHER ADVISED THAT A MASTER ***************** WOULD COME OUT ON SUN 8/4, NO ESTIMATED TIME FRAME. ON 8/4 TECH #4 ARRIVED, ADVISED HE COULD NOT REPAIR & DIDNT KNOW WHY THEY SENT HIM UNDER THE NON-REPAIRABLE CONDITIONS.AGAIN I WAS ADVISED THAT SOMEONE WOULD COME OUT ON 8/5 I DONT HAVE ANY MORE TIME TO WASTE. THE CO. PRIDES ITSELF ON EXCELLENCE, NOTHING BUT FALSE CLAIMS, & LIES. I WAS ADVISED THAT CONTACT WOULD BE MADE WITH A SUPERVISOR ON MANY CALLS, AND NEVER HAVE I TALKED TO ANY SUPERVISOR. MY REQUESTS WERE NEVER ANSWERED.I AM REQUESTING REMOVAL OF ALL EQUIPMENT FROM MY HOME ASAP.UNIT COST APPROX $21,000 CONTRACTUAL TERMS ARE ZERO DOWN 12 MONTHS TO PAY..I ALREADY PAIID $3000.00 BUCKS WHEN NO PAYMENT IS DUE.

  

  Business Response

  Date: 08/05/2024

  Dear *****,
  Thank you for your patience and understanding regarding the problems with your recent installation. As we dicussed this morning we determined that you have an intermittent short in your HVAC system. We are pleased to inform you that our supervisor and Sr. ********** will be arriving on Wednesday morning to address and repair the issue.
  We are happy that you are giving us an opportunity to regain your trust and respect. As a token of our appreciation and as a first step to rebuilding that relationship we are pleased you accepted our offer of a complimentary 1 year membership with us. This membership includes annual inspections for your AC unit, your furncace, as well as plumbing and electrical for the entire home.
  It was a pleasure speaking with you, and we are committed to ensuring your satisfaction. Should you have any further questions or need additional assistance, please do not hesitate to contact us.
  Best regards,
  Bardi

• Initial Complaint

  Date:07/11/2024

  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.

  Had Bardi do a drainage system in my yard due to water getting in basement. They came out did their work. It was not done correctly and they came out again. Still not done correctly and had water come in to just refinished basement.

  

  Business Response

  Date: 07/15/2024

  Hello ******************, 

   

  We are aware and apologize for the issues you have had since the drainage work that was done. Our Drains manager contacted you last Thursday to inform you and schedule you for an escalated follow up appointment tomorrow 7/16. We look forward to meeting with you on site to help rectify any remaining problems you may be having. 

  Customer Answer

  Date: 07/16/2024

  I have been given the round around since last week that my issue would be taken care of.  *****, the manager, said he would come out in person the following day.  I did not hear from at all the next day, and when I called their office to speak with him they refused to let me speak with him.  Then another person from a completely different department of the company came out to take photos in place of *****.  I was supposed to have them come out at 10am today to start the repairs and it is about to be 1pm and they are not hear.  

  

  Business Response

  Date: 07/17/2024

  Hello ******************, 

  
  Thank you for allowing our Plumbing department to resolve the issues with our initial work. As you know, our Drains manager and excavation crew arrived yesterday, July 16, to add drains to the sides/perimeter of your home to direct the water away from your property. This should resolve the drainage issues that you were having. In addition, we are scheduled to come back on July 18th to finish tidying up your yard with grading and spreading gravel in the work area. If for any reason at all, this has not fixed the plumbing problems you have been experiencing, please let us know as soon as you notice anything. We stand by our work and our mission to elevate our teams, our customers, and our community.

• Initial Complaint

  Date:06/17/2024

  Type:Order 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.

  On June 14, 2024 Bardi renewed an annual service contract without my permission. I siagned up for an annual contract a year and a half ago. I guess they have kept my card on file and renewed without my permission.

  

  Business Response

  Date: 06/18/2024

  Thank you for speaking with me yesterday ***** and allowing me to explain how the Friends of Bardi Membership auto-renews. We have issued the refund as you requested as you do have 3 days to cancel after any renewal. We discussed how you did not get the emails for reminder due to opting out of emails from Bardi. This refund should be back in your account within 3-5 business days. Thank you so much for your time and understanding.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21862890
  
  I am rejecting this response because:
  My credit card offer4s instand refunds and I have yet to see my money returned. What is the 3-5 day processing about? My credit card shows instant refunds.
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 06/26/2024

  This refund was processed on 6/20/24 by our accounting department. I have also attached a copy of the invoice showing the refund.

  Customer Answer

  Date: 06/27/2024

   
  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:06/17/2024

  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.

  Bardi Heating and Air sent a service tech to diagnose my problem of my unit not cooling properly unless I turn my thermostat lower than 76 degrees. ************************* the tech initially told my unit was fine twice that it was just struggling because it was old but maintaining a comfortable temperature with the elevated heat outside. He put his gauges on the unit outside and said that it was performing okay and the condensation was appropriate as it was running. Before he did my billing paperwork he lowered the temperature one last time and said he felt he needed to check it one more time to be absolutely sure. This time he came in and said he discovered a small freon leak on the unit and he would notate it on the billing paperwork that would be emailed to me once he finished work on Saturday 06/15/2024. About 3 hours after he left my house went from comfortable to burning like outside. upstairs temperature went from a comfortable 76 degrees to a scorching ************************************************************************************* just a few hours. I called the company on Monday June 17, ************************************** back. he was constantly trying to sale me on a new system because it would be more efficient than my 20 year old system.

  

  Business Response

  Date: 06/18/2024

  We understand that it can be frustrating when your unit is not cooling properly. Upon inspection of your 20-year-old system on 6/15, ****** noted a leak on the liquid line at the ******. He stated that he recommended a possible replacement due to the leak and age of the system. We would not cause harm or damage to your property and only would provide you with the best options for repair or replacement. We were originally called out as the system was not cooling as well and this diagnosis would have been the reason. With a leak it would continue to get warmer over time. I can advise we offer warranties on our repairs and our installation. We would be happy to send a second technician out to check your system at no cost to advise you on the best next steps

• Initial Complaint

  Date:04/04/2024

  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.

  In 2021 Bardi suggested that we get our HVAC and Furnace replaced. They recommended Lenox.We purchased the new HVAC + furnace for approximately $7,000.00. From the purchase in 2021 to 2024 we needed Bardi about 5 times. The air never really cooled properly and stopped working in 2023. We called Bardie because a $7,000 unit should not fail in 36 months.In February 2024 Bardi came out to our home and confirmed that the compressor failed and that they could replace it for $1,742.40. We decided to get a second opinion. And it was confirmed that the unit was never installed properly and that ****** is one of the worst to buy. The tech also told us of ongoing class action lawsuits pending because of the faulty unit. We called Bardi to see if they would make the matter right. I spoke to "*****". She informed me that the warranty on ( something ) had expired and that they were not liable. The independent contractor said they could replace it for a cost of $945.00, plus suggested an outside acid cleaning for $399.80. We Googled "****** lawsuit and found out there lawsuits filed in 2015, 2016 and 2019. We called Bardi back to give them a chance to make it right. ***** called me and I explained the situation to him. I explained to ***** that they sold me a lemon Lennox unit in 2021 when lawsuits had been filed against ****** in 2015, 2016 and 2019 for that inferior product that uses flawed technology. Bardi, accepted no accountability and claimed ignorance. I explained to ***** that we know nothing of HVAC and that we trusted them. I shared with him that they betrayed our trust. ***** decided to offer to make the matter better by offering to replace the compressor at the original estimate of $1,740.** plus they will throw in other things. Barrdi must have known the unit was faulty and that we would need their services year after year. The unit was never installed properly, nothing was cleaned before the install which contributed to the compressor failing so soon.

  

  Business Response

  Date: 04/10/2024

  Mr. and *****************, We truly understand the frustration with your 3-year-old HVAC unit breaking down this year. There is never a good time for repairs to come. We definitely, want you to be comfortable in your home this summer with the GA climate.
  
  We see your main concern is about the Lenox brand and seeing the class-action lawsuit against them. We can see how this can cause concern. We want you to know that Lenox is the 4th top HVAC manufacturer in the industry and class action suites are something that no manufacturer is immune to. Also, the class action in question was unrelated to the part of your system that failed and was resolved 3 years before installing your system. However, we understand that these facts do not relieve the burden of having your system break down. Our first core value here at Bardi is Honesty, both to ourselves and to our customers. We strive for it in everything we do. Although you opted not to go with our offer, which was adjusted to include an extra $1,000 worth of value, we respect your decision to go elsewhere for the work. 
  In order to ensure the longevity of your system, even on new equipment, we encourage regular bi-annual maintenance moving forward. After reviewing your records, we see you only had us run maintenance once since the system was installed. Should you wish for Bardi to perform those maintenances, we are willing to provide you the next year's maintenance membership at no cost. 

• Initial Complaint

  Date:02/21/2024

  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.

  Feb 8. I had duct cleaning done. Paid Bardi ****. for duct cleaning and mold treatment. Mold treatment was not done. 900. was the amount for just duct cleaning. Requesting 600. for the service I did not receive but paid for. Called Bardi several times, they said a refund would be processed but no action has been taken.

  

  Business Response

  Date: 02/23/2024

  We are sorry to hear that the mold + odor control treatment was unable to be performed due to finding. The $600 has been refunded at this time and you should see this back in your account within ***** hours. This is based on your banking establishment. We would love to assist you further for mold prevention and look forward to assisting you on your next service. 

  Customer Answer

  Date: 02/26/2024

   
  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:01/24/2024

  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.

  Mini split was installed in January 2022. Since then, there have been numerous problems and Bardi has become increasingly difficult to get a response from. Now we have been informed by a 3rd party that the unit installed is not the appropriate size for the room, nor was it installed in the proper location. We also believe we are being given incorrect information about the current problem.

  

  Business Response

  Date: 01/29/2024

  Thank you for the opportunity to allow us to evaluate your concerns, we look forward to having an expert out today to evaluate and provide next steps.

• Initial Complaint

  Date:01/23/2024

  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.

  Had a flooded crawlspace and broken sump pump. Tech came out 1/10/24 evening and quoted $2,200 for 5-6 hour job which included 2-3 hours of pumping and sump pump replacement. Check was handed to the tech same day and job scheduled for next day 1/11/24. Check was cashed before tech returned on 1/11. Tech spent about an hour on scene and about an hour at the store. We were told the water soaked in overnight and there was no need for any pumping. The sump pump was replaced and pumped the sump pump basin within 2 minutes. I have contacted Bardi to discuss a refund for the pumping change and labor since I paid for a service I did not receive and work was completed within 2 hours. Bardi has refused to return my calls. After waiting a whole week, someone finally called me back and said they will look into the issue and call me back on 1/22. To date, no one has reached out to right the situation. We have been Bardi customers for the past 4 years. We did not receive the service we paid for, and Bardi has ghosted us and refused to resolve the situation. I am only looking for a partial refund for the work that was not completed. Conveniently enough for Bardi, their estimate did not include any breakdown of charges, which is what I am also looking for. Not providing an itemized invoice is very problematic and not the way business should be conducted.

  

  Business Response

  Date: 01/24/2024

  *********, we are very sorry for dropping the ball on returning your call. The Service Manager that was supposed to call you back on Monday had an emergency and was not in. To follow up on yesterday's phone call, we will be dropping off a refund check at your home today. We agree that the quoted work did not turn out to be the completed job. Thank you for allowing us to make this right for you. 

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21185974
  
  I am rejecting this response because:

  An agreement was reached with Bardi and a check was promised to be delivered to my house/mailbox by 1/24. It is now end of business day 1/25 with no check or call to explain any delays. I do not know the status of the refund check. My issue is still ongoing. 

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

  

  Business Response

  Date: 01/26/2024

  Good Morning. I am sorry for any inconvenience. This check was dropped off this morning (1/26/24 )by the Plumbing Manager. If I can assist you any further please let me know.

• Initial Complaint

  Date:12/19/2023

  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.

  June 9, 2023 installed a whole new Carrier Infinity HVAC Has not worked properly since install. Did not install correctly My humidity levels were over 60% all summer every door wet, every window, wet, I then grew mold through the system. Bardi sent tech after tech who did not know what to do. Wires wrong, return vents added, nothing done right. NEVER got call from ANYONE with authority,let alone the owner, which is on the website as a guarantee..**** Bardi I have an auto immune problem and have been sick for months and well as family.

  

  Business Response

  Date: 12/21/2023

  *******************, we are sorry that you feel the way you do regarding your HVAC system install in June. We have come to your home 7 times since the install, including a ***************** Manager from the Carrier Distributor who has confirmed that your system was installed correctly and running efficiently. You have also spoken to the General Manager since this posting who is also trying to help you by setting up another appointment at your convivence, in January, with the Director of Install and the representative from Carrier to review your system to ensure your concerns are addressed. We look forward to inspecting your system then.