ComplaintsforBaker Brothers Plumbing, Air & Electric

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Came to find out that the sewer line repairs done by Baker Brothers in 2017 were not done by Code. Two different plumber companies pointed out the missing hangers on the pipes in the same areas that Baker had 'fixed.' The missing hangers were to prevent additional leaks from soil movement!! Due to shoddy workmanship by Baker, we are now facing a minimum of $5,500 in additional plumbing fixes (final invoice not yet available).

  Customer response

  09/03/2024

  From **** ******, ***************** on 9/3/2024:
  

  Baker did pull a permit.  Baker did not call for a complete inspection, only a partial. 

  City of ********* never received engineer's letter for the backfill.

  **** ******, MPA, MCP, CBO Building Official, TSBPE I-2272, ************

  - - - - - - 

  Enclosed are photos of the substandard work done by Baker, done against the City of Arlington Code mentioned here.  NO hangers were installed!!  PHOTOS ENCLOSED WERE TAKEN JUST BEFORE BACKFILL!

  TABLE 308.5
  HANGER SPACING
  PIPING MATERIAL MAXIMUM HORIZONTAL SPACING (feet) MAXIMUM VERTICAL SPACING (feet)

  Polyvinyl chloride (PVC) pipe 4 10b

   

  Customer response

  09/03/2024

  From **** ******, ***************** on 9/3/2024:
  

  Baker did pull a permit.  Baker did not call for a complete inspection, only a partial. 

  City of ********* never received engineer's letter for the backfill.

  **** ******, MPA, MCP, CBO Building Official, TSBPE I-2272, ************

  - - - - - - 

  Enclosed are photos of the substandard work done by Baker, done against the City of Arlington Code mentioned here.  NO hangers were installed!!  PHOTOS ENCLOSED WERE TAKEN JUST BEFORE BACKFILL!

  TABLE 308.5
  HANGER SPACING
  PIPING MATERIAL MAXIMUM HORIZONTAL SPACING (feet) MAXIMUM VERTICAL SPACING (feet)

  Polyvinyl chloride (PVC) pipe 4 10b

   

  

  Business response

  09/13/2024

  Thank you for your feedback. Im sorry to hear about your concerns. Id like to clarify that we did pull the necessary permit for the plumbing work and adhered to all city codes and regulations.
  We take great care to ensure that all our work meets the highest standards. I am attaching a copy of the permit and inspection notes pulled for the work. Please let us know if we can help clear this up in any other way for you.  

  Customer response

  09/13/2024

  Baker did submit a copy of the plumbing permit.  Yet, there is no acknowledgment of the substandard work they did or the fact that there was ONLY a partial inspection by the City of Arlington.  Also, City of ********* never received engineer's letter for the backfill which is the City of Arlington requirement.  This way Baker Bros was able to get away with their substandard work as no one inspected their work.

  STAY AWAY FROM THIS COMPANY AT ALL COSTS!!!
  

   

  .From **** ******, ***************** on 9/3/2024:
  
  Baker did pull a permit.  Baker did not call for a complete inspection, only a partial. 
  City of ********* never received engineer's letter for the backfill.

  
  **** ******, MPA, MCP, CBO Building Official, TSBPE I-2272, ************/

  

  Business response

  09/23/2024

  We appreciate your feedback and understand your concerns. Please know that we took every step to comply with the citys requirements and ensured that our work met all plumbing standards. Our goal is always to deliver quality service, and we value your input as we strive to improve.

  Customer response

  09/23/2024

  I am rejecting this response because:   There are not only failures documented by the City of ********* but we have before and after photos to prove the unprofessional, shoddy work your company did.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Requesting an Itemized breakdown of charges. Baker Brothers did NOT locate leak. I had already discovered it and dug up the ground around the leak. I have requested a number of phone calls for an Itemized break down of the Bill. First one they sent me was listed as LEVEL !. Second letter sent by mail still not broke down. This was less and hour work!

  

  Business response

  08/22/2024

  Thank you for reaching out to us *****. I see where our resolutions department spoke with you on 8/15/2024. As explained on that phone call, under the "Description of work" on your invoice it states exactly what was done. "Yard leak on irrigation system. 1" PVC, telescopic coupling blew apart, line was under stress due to angle. Removed telescopic coupling and repaired with swing joint, tested and leak checked. Discounted price because leak was already located and partially exposed. 1 year warranty." The initial job would have been $932.81, but due to the fact that you had already dug the leak up we discounted this price by $239.92. Bringing your total to $692.89. All of our pricing is straightforward and all inclusive. If we can be of any further assistance, please let us know. 

• Initial Complaint

  07/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Predatory pricing !Technician arrived to repair a/c. Did a fine job. I was okay with the $200 emergency fee but strongly object to their charging me $380 for a $10 part. What a RIPOFF! Technician agreed the part was waaay over priced but not that they are not supposed to talk about it. As the technician was installing the condenser I looked it up on Amazon. The part was $9.98. Again EXTREME PREDATORY PRICING !

  

  Business response

  07/16/2024

  After our resolutions department spoke with ************** and did not get anywhere, our manager ****** called and spoke with him as well. ************** has been refunded $250 back onto his form of payment for the job completed. 

  Customer response

  07/18/2024

  $250 refund has not yet been received.  I cannot sign-off until amounts have been sent/delivered etc. 

  Customer response

  07/19/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid Baker Brothers $9950 to install a new HV** system in June 2022. The system was installed on June 29th, 2022. On July 5th, 2022, the system was not cooling and a technician from Baker Brothers came to work on the supposedly brand new system. However, the ** constantly gave us problems. Baker Brothers was called twice in 2022. In 2023, we had to call Baker Brothers 6 or 7 times. I even send a couple emails to *******************, the CEO but never got a response. I have reached out to *****************************, one of the supervisors. I asked him to either refund me or install another HV** system but he kept telling me that there is nothing wrong with the system.. I am now reaching out to you all at BBB because the ** stopped working again on May 26, 2024, when ****** began and the temperature went up. Now, the technician is asking me to pay an additional $1,550 to have another drain line. I don't understand how they will be asking me to pay an additional money for something that has been giving us problems from the get go.

  

  Business response

  06/19/2024

  I want to apologize for the confusion that occurred regarding the project. I understand that this situation has caused significant delays and frustration for everyone involved, and I am genuinely sorry for any inconvenience and stress it has caused. Here is the sequence of every service to the home.
  
  06-29-22 Install system
  07-05-22 Airflow to one room
  10-04-22 Dirty filter (coil froze)
  05-20-23 condensate 
  08-02-23 ************************************************ replacement
  08-08-23 Condensate 
  08-18-23 Adjust blower speed
  09-01-23 Dirty filter (coil froze)
  12-13-23 Dirty filter (coil froze)
  02-12-24 FP Inspection
  05-26-24 Condensate
  
  The warranty that you received when you purchased the system is 
  1 Year Labor Warranty
  10 Year Part Warranty
  10 Year Compressor Warranty
  This warranty covers the system, the drain line coming off of the system is original to the home and is not included in the system install. We have diligently worked to rectify the issues every time at no charge. With that being said we covered the motor diagnostics and replacement under the warranty. The rest of the items are Maintenance issues (filter replacements)
  The option to do the drain work that was presented at $1550.00 which is not included in the Installation price. 
  We hope this brings some clarity to your concerns.

  Customer response

  06/28/2024

  I am rejecting this response because if the rest of the items are Maintenance issues (filter replacements) why did the ** stop working again on May 26, 2024?  I have been changing the filters every month since the tenants moved out.  Also, I was charged over $300 when the technician came on May 26, 2024.  So, saying that I was not charged is incorrect.  I am asking for a refund because I should not be charged since the HV** system has been giving us problems even in the first month after installation.  Besides, the issue is not with the **.  The heater stopped working as well.  Either the installation is problematic, or the system is defective.  I have never had so many problems with a newly installed HV** system before.  I did not pay $9,950 for a supposedly newly installed HV** system that has been so unreliable.

  

  Business response

  07/01/2024

  The reason the unit stopped cooling on May 26th was due to the corroded copper pipe that connects to the sewer drain that does not happen to drain outside. This can cause a reoccurring issue if it not addressed, which is why out technician provided and estimate to install a condensation pump with a French drain that could remedy that issue. 

  Customer response

  07/09/2024

  I am rejecting this response because:   ****** is just making excuses for all the problems that I have had since they installed a supposedly brand new HVAC system.  Now, he is saying that the issue why the ** stopped working on May 26 was a corroded pipe.  My question is how come a supposedly brand new HVAC system is causing so many problems since it was installed?  Honestly, I don't trust anything that these people are saying.  I asked ***** if he would pay additional $1,550 after paying $9,950 for a brand new HVAC system which has been giving him all the troubles that I have had since the first month of installation and afterward, but he was unable to answer.  They charged me $367 on May 26, 2024 after the system stopped working again for the 9th time.  I am requesting a full refund of this because no one should pay almost $10,000 for an HVAC system with such problems.
  

   

  
  

  Customer response

  09/17/2024

  I submitted my response the last time and have not received a reply from Baker's Brother.  The complaint has not been resolved.  They never responded to my last objection.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a new washer installed by *********** They could not install it because my cut-off valves were bad. I called Baker Brothers to come out to replace the cutoff valves. A Tech came, took pictures with his tablet, said he needed the hoses, too. I told him the hoses were attached to the machine already. He never showed me on his tablet what he was billing me for and how much. He only showed me the total of $680.76. He was only here about an hour. Cut a 10" X 10" in my wall to replace the copper pipes. He brought in 2 ft copper pipe which he cut in half, 2 valves, parts to attach the new pipe to the old pipe, a piece of foam for insulation. This took him about an hour. He took my **** card for payment and told me he would send me by email a copy of the invoice. I was surprised that it only had on it "Install new easy Close Laundry Valve $680.76. I called *************** the next day asking for a detail of the charges. They kept putting my request off. I had a coupon to get $80 off. I got a call today by someone. I told him I wanted to know the amount of each item and the labor. He told me they don't do labor. They have a fee for coming out and that is it. I requested again I wanted to know how much I was charged for what I was charged for to total $680.76 for a $300 job. I told him his tech never showed me what he was billing me for and told me to sign. This person told me that i signed to do the job and that is it. I am a 76 year old widow that was taken advantage of. I told this person I would never call them anymore for anything and would not recommend them to anyone.

  

  Business response

  06/10/2024

  We have tried to reach out to the customer 3 times since this complaint came through and have no heard back from her. We are sorry that she feels as though out pricing is too high. We did present upfront pricing prior to doing that job. And offered her a $90 refund on the job to try and make things better for her, which she declined. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Baker **** with a water break from the water meter to my home. On Nov.27th two repair men came around 4pm. They found the break within 45 minutes and fixed it within 30 min. They did not have the size pipe needed and replaced it with a smaller pipe, which I questioned. The total invoice to find break was $423.11. The repair invoice was $364.71 for no more than 12 inches of pipe, for a total of $787.82. I think this was EXTREMLY high for an hour and fifteen minutes of work and I called the manager and spoke with ***, who was their supervisor, and told him I was unhappy with the amount I was charged for the repair, based on the amount of time it took them. He told me he would speak with the repair men and call me the next morning. I never received a phone call from ***, so I left a message for a return call, but never heard from him. I am single and 75 years old and really feel that I was taken advantage of. I have since called two other companies and at their rate and same amount of time spent here, their charges would have been around $225 to find and repair the line break. The plumbers who showed up here spoke in really broken ************* also had a harder time trying to understand what they were saying to me.

  

  Business response

  01/12/2024

  A refund of $211.55 was submitted after a complaint was filed by the customer. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They charged thousands of dollars to find nonexistent leaks. Another company confirmed that there were no leaks. Baker Brothers asked thousands on top of testing to fix a non-existent problem. I feel so taken advantage of and sad.

  

  Business response

  01/12/2024

  Tech said the leak under the front room was very small.  However, he did say the leak under the master toilet was big enough that the sewer system would not initially fill up.  When he blocked off the sewer with the test ball and ran the water, the water didnt want to come up until they put a test ball in the branch line and eliminated the master from the test.  With that leak blocked off, they were able to find the other small leak. 
  I would recommend we come back and test the toilet drain.  If it is leaking the way Tech says, there is a potential for it to cause water to get under the foundation and create problems in the future.  By re-test, I mean fill it with water to do a hydrostatic test.  The camera is not sufficient to show leaks unless they are obvious and within the line of sight with the camera.  Many leaks can be overlooked or are too small to see visually.  Please let me know if you would allow us to come check our results and provide you with the information to correct the leak or provide ourselves with the information to correct **************.  I do understand if you would rather like to have another opinion.  But be sure they run the hydrostatic test and not just a visual inspection.  Thank you 
  
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a small rent house in ********** ***** that I rent to my son and his young son. On October 4th 2023, there was a freak storm that caused damage to the house (roof, concrete, trees, electrical) and we contacted our home owners insurance company. However, it was almost 2 weeks before the insurance adjuster could see and evaluate the damage. Our primary concern was getting the power back on so my son could move back in. The local service provider, Oncor, pulled the electric meter off of the house and required repairs to be done before they would re-install the meter and restore power. I called Baker Brothers on Oct 6th and they responded immediately, came to the house and gave me an estimate that I assumed was what was required for Oncor to re-install the meter and restore power. At the time, I was extremely stressed, working full time, in a business meeting when Baker **** called to inform me that it would cost over $15,000 to get the power restored. Not knowing any better, and being pressed for time, I agreed to have the work done.I have since spoken with several builders and have learned that Baker Brothers has a reputation for up-selling clients and that we were charged 3 times what any other electrician would have charged. After reviewing the invoice, my insurance agent informed me that they would only cover 1/3 of the total cost that I was charged. I called Baker Brothers and requested a review and possible reduction, explaining what had happened, but they were completely unwilling to admit any wrong doing or pressure in selling me on the work they did.I feel that Baker Brothers intentionally took advantage of the situation that I was in - a son with a sick 4 year old and 2 dogs, displaced, and me not having the resources to get more information. There has been no attempt on their part to resolve this issue, except to tell me that they did the work and I agreed to pay for it. I was naive and they knew it.

  

  Business response

  01/12/2024

  Customer called in on Oct 6th with a no power. Oncor was onsite and left a notice that they had disconnected power until the electrical was repaired. 
  We got out the same day to do the installation, power was restored. We were also able to get a same day permit and inspection. Customer went through financing as well to get it done as quickly as possible.
  
  
  

  Customer response

  02/02/2024

  I am rejecting this response because:   My whole point is that Baker Brothers knowingly did extra work that they could then charge for. All I needed at the time was the repairs to get the electric company to give us back the meter to turn on the electricity. Why would they recommend installing smoke detectors? That was unnecessary and they had to know that. I was panicking, trying to juggle restoring the electricity, it was a Friday and we didn't want to go through the weekend without getting the power restored. I believe that they took advantage of my stress to sell me services that were unnecessary. I had to do the credit application to get the work done. I was in a meeting, had no time to really think it through and TRUSTED their expertise to advise me. When I applied for and got approved for the credit, I still hadn't even spoken to my insurance adjuster so I had NO WAY of knowing what the repairs should involve or cost.

  If I wasn't in the construction industry, I would never have even known that I was taken advantage of. When I called Baker Brothers to ask for some kind of discount, there was no compassion or interest on their part in correcting the issue or even admitting that they had taken advantage of the situation I was in. Any attempt on their part to make it right would result in me, as their customer, recommending their services. As it is, I tell everyone I know to be careful not to use this company.

  

  Business response

  02/06/2024

  Dear *******, 
  
  I hope this message finds you well. I want to express our sincere apologies for any inconvenience you *** have experienced during your recent interaction with Baker Brothers. We take customer feedback seriously, and we appreciate the opportunity to address your concerns.
  
  Upon reviewing your statement, we understand the urgency and stress you faced during the restoration of electricity, and we regret any added pressure that *** have resulted from our recommendations. Our aim is always to provide valuable and necessary services to our customers, and it is disheartening to hear that you feel this was not the case in your situation.
  
  To address your specific concern about the smoke detectors, it's crucial to comply with local city code. In **********, the city code mandates that smoke detectors must have functioning batteries. This requirement is in place to guarantee the safety of your residence. We want to ensure your property meets all necessary standards, and it is a requirement in order to get the final inspection for your property. Baker Brothers installed smoke detectors in each bedroom and the hallway, along with a carbon monoxide detector, while only billing for a single unit. 
  
  When we received the call indicating the power outage at your property, our team responded promptly to address the issue. In our commitment to transparency, we presented the estimate for the necessary work. While we understand the urgency you felt to restore power swiftly, we acknowledge that obtaining further estimates was challenging within your time constraints. We want to emphasize that we are here to work collaboratively with you and are committed to ensuring that you feel heard and understood.
  
  We genuinely regret any miscommunication or misunderstanding that occurred during your experience.  Our customer satisfaction is of utmost importance to us, and we want to ensure that your concerns are addressed appropriately.
  
  Thank you for bringing your concerns to our attention, and we look forward to the opportunity to make things right.

  Customer response

  02/06/2024

  I am rejecting this response because:   I appreciate your last response. But all we needed was to get the meter back on the house, NOT bring up the house to code. That was MY responsibility, not yours. I had NO idea what was required to get the meter restored and I trusted your company to advise me. Instead, while responding quickly, I still believe that you did WAY more work than what was needed. I don't believe I ever asked you to bring the whole house up to code. I still feel like you did the extra work without it being necessary, because you knew that I didn't know what was required. 

  If you truly are sorry, then why won't you work with me to reduce the cost??? Throwing in a couple of smoke detectors isn't enough.

   

  Thank you

  

  Business response

  03/22/2024

  We have spoken with the customer and come to a resolution for this complaint. We are refunding the customer $10,000.00. 

  Thank you! 

  Customer response

  03/22/2024

  I have reviewed the business response and accept this resolution.

  I really appreciate the proposed solution and feel it's very fair.

   

  Thank you!

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Baker Brothers was contacted by our insurance company on Octomber 20we had a pipe to break in the kitc hen areathey came out they did not quote us a price until they fixed the problem and they were going to take there parts out if we didnt come up with2,884.75they did not quote a price then on Octomber 27 we called them back out and to put two cut off valuesthey charged422.37they would not quote a price until they finished the job and we had to go and borrow the mone y we were out of water for 2 daysthe first job they put in 2 pvc pipesand now we have nothin g in the kitchenwe have no floor we have no stove we have no sinkor nothing because they took all the money for plum in gmy husband is80 and i am 76 we have not had a meal in 5 weeks because nothing got fixed a ** help you give ** will be appreciated tha nk you

  

  Business response

  01/12/2024

  We left an estimate to perform the work on 10/10 the estimate amount being $2884.75 on 10/17 homeowners claim adjustor called and asked for the estimate and we forwarded it to the adjustor, on 10/18 a separate adjustor called just to verify the location of the leak that was in question. On 10/19 the customer called to let us start the work and we performed the work on 10/20. on 10/23 the homeowner called for us to send a copy of the paid invoice.
  On 10/27 the customer called again, and we returned to perform another scope of work in the amount of $422.37. Customer called in with price dispute for work performed. Management then in turn spoke to the customer on 11/15 and while trying to address the concerns the homeowner ended up hanging up on the manager trying to discuss and resolve the concerns.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Technician arrived and completed additional repairs without authorization for anything but drain clearing. Technician signed authorization for repairs himself. They charged me an additional $200+ to fix a loose wire. It is poor business practice to complete work without approval. I was very dissatisfied that the repair had been completed without review and authorization with me. I wish the technician had sought to notify me what was needed and told me the price of the work to be done after they investigated. Since he had decided to do the repair without notifying me I was forced to pay for the service. I will not be using baker brothers services in the future and I would warn others to avoid this business if you would like to avoid surprises.

  

  Business response

  02/02/2024

  We have applied a $208 refund due to miscommunication during the service call. There were multiple issues with the system. $208 was the charge for clearing the drain, which we refunded due to it being the higher of the repair charges. We will have the more training with the technician as well. 

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