ComplaintsforBay Master Appliance Services LLC

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company has charged us $748 to fix our washing machine. After months of it still not working, 4 parts later, 2 technicians, and endless run around calls from *** or anyone else, there is no resolution. They said they will only refund $150 which isnt even the cost of 1 part. They have never had the machine up and running for more than 2 weeks. When I call to speak with someone, its always someone trying to pass the call to someone else. I can never speak with a manager. They always say we will call you back in 24 hours and 95% of the time, I have to call them instead. They are unprofessional. Saying maybe your washer is just at the end of its life even though the washer is barely a few years old. They complained that weve called multiple times. Even though our parts had warranties, so when somethings not working, you call since its under warranty. Horrible customer service. I told the man on the phone 150 is unacceptable. He said I cannot offer anything more because then it would be a loss for the company I said so spending $748 isnt a loss for me? This is a company who has many customers. They do well for themselves and have the audacity to say they would be taking a loss if they refunded us. We want a full refund from this company for wasting our time and money, and still not having a working washing machine. If we dont, we will take them to small claims court. Im only able to upload 1 receipt, they have no sent the other 2

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dishwasher drain Malfunction. Had 7/26/24 appointment between 2-5;00; tech arrived at 5:30 to ck cause of drain problem. Was told service charge was $129. Pulled unit from wall and checked lines, felt it was clogged, found material and removed, checked first round of draining 2-3 times then put unit back in place (this took way over an hour plus) was told wed have a repair fee in addition to service call so when he finished, I paid ****** by credit card was told Id get receipt in email. I ran unit 7/24/24 and drain still doesnt work. Still no receipt. Called 7/1/24 told them of problem and need for receipt. *** said its MORE than $278 due to Svc chg. Said someone would call. Still no call. Were willing to pay service fee but not repair. It wasnt done! Will go elsewhere as they dont seem to know what theyre doing.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attached complaint statement As you need the video they will have to be sent as they are large. Please advice me.

  Business response

  05/20/2024

  The customer was contacted and heard by the manager of the company. Full refund is being made

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called bay master about my washer and the service man came on March 15th and determined it was the lid lock. He charged me ****** for the service call.and said that would go towards the cost of the repair. He returned on March 18th and was charged another ****** for the repair. The washer never worked after the repair! He returned once more and did nothing! The washer still broken! So I put in a dispute with my bank and they gave me a temporary credit of ****** while they proceeded to investigate. I received harrasing phone calls on April 2nd and was told by the owner that if I paid for the service call he would not dispute the charge of ******! He lied and disputed it !! The company is in the habit of not fixing things and taking people's money! I deserve my money back! I had to go out and purchase a new washer! I should of read all of the bad reviews before I called for an appointment!

  Business response

  05/01/2024

  Hello. This was addressed as we refunded  the customer was refunded $259.97 and that is what both parties agreed was  afair eal. we have not disputed anything. 

  Customer response

  05/02/2024

   
  Complaint: 21643221
  
  I am rejecting this response because: I spoke to my bank and this was disputed and I did not receive a credit back 9f 259.97.  
  
  Sincerely,
  
  *************************

  Business response

  05/07/2024

  This payment was originally charged back by the customer in this case ******. now the bank requires certain documents to be able to charge back, chances are the customer could not provide any details or information to the bank and the bank may still be reviewing this. We cannot do anything else here because we did not get paid either. best thing to do here would be for the customer to contact their bank 

  Customer response

  05/16/2024

   
  Complaint: 21643221
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  They got paid on April 2nd for ****** and in March for 259.00.  I tried to upload the document and it won't for some reason? I need another way to send the documents.  

  Business response

  05/20/2024

  As already mentioned, the customer has placed a chargeback, and he needs to prove it to the bank get his money back. Once the chargeback is placed, the bank deducts the amount from our account. It takes time to processed and it has nothing to do with us. 

   

  Best

   

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Company was paid $306.21 on Jan 18, 2024 to repair a refrigerator. On Jan 22, the Tech returned to see why the refrigerator still wouldn't get cold. He told me I needed a fan motor that costs $147.00 but he would not charge me for labor. I told him I refuse to pay more for parts for an old refrigerator and would just replace it. The company called me and offered to order the parts needed. I asked for a refund because the repair I thought I paid for was never completed. He ordered the fan and sent the tech back out. The fan was installed and it still didn't work. He came back again and added freon but it still didn't work. Finally he sent a different tech who checked the refrigerator and said I needed more parts and a acid flush. He said he would submit his findings to the office and that I should be contacted within days about some type of refund. I have not heard from the company in over a week and just got my credit card statement and saw that they charged me for the fan motor that I never authorized. The first tech was *********************** and I believe the second tech was ****. You print your own receipt and it gives numbers but no description of what was done or what parts were paid for.

  Business response

  03/06/2024

  It's common to need additional parts for appliance repairs after the first check, but since the customer didn't want to continue with the repair, we gave him a refund for the initial payment.
  ***** said he would also contact BBB to remove his complaint because the problem was resolved to the satisfaction of both parties.

  Customer response

  03/11/2024

   
  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

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Technician came to look at the fridge told me twice the compressor was bad, but had filled it with coolant. The business refused to acknowledge this and said the since the fridge is cool its okay. I have called multiple times and they say they will call back and do not. They informed me that the senior technician is saying if its cold its good. ( he is not the one who checked the fridge). i have A warranty for the house and fridge so they have put me in a position to have to replace the fridge taht can cost ***** for the same type of ********** is now making a loud buzzing noise. So its a matter of time before its not cooling again.

  Business response

  02/05/2024

  Hello, we spoke with the customer before receiving their complaint and resolved the issue by explaining that there was a misunderstanding.
  We did not say the compressor was faulty.
  It had been replaced 3 months before our assessment.
  The only thing required was a freon recharge, which we did.
  After consulting with our senior technician, the customer agreed that our solution was permanent.
  She also contacted the BBB to retract the complaint and promised to confirm with them that the matter had been resolved.

  Customer response

  02/08/2024

   
  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

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/17/2024, I contacted Bay Appliance at 1:24PM according to my iPhone to repair my dishwasher because it wasn't draining. I was told there is a $145 diagnostic fee payable upon arrival (which is fine). I was told the technician ***** would arrive between 3-5PM. According to my Nest cam, he arrived at 2:22PM - 40 minutes early (surprising) and he told me I need a new dishwasher pump and needed to pay him an additional $200 on the spot. I assumed he knew what he was talking about so I gave the down payment. According to my Nest cam, he left my house at 2:42PM - he was here for 20 mins.According to my iPhone, I called the company back at 2:50PM (8 minutes after ***** left my house) to say I fixed the dishwasher myself and please cancel the part ordered and refund $200 to my credit card. The 'manager' ******* called me back and said she would not refund me because the part was ordered, on it's way and I needed to pay a restocking fee. Let me emphasize, I called the company within 8 minutes after the technician drove away from my house and there is no way that part was ordered. ***** said it would easily take 3-5 business days to order and receive the part. I can back up all times on my Nest cam and iPhone.Of course, after I spoke with the 'manager' ******* for 23 minutes (she was rude), I checked Yelp reviews for this business and found hundreds of 1-star reviews - I should have checked that site first. Please please please, do something to stop this business from incompetence and cheating other customers. At this point, I understand I need to pay the $145 diagnostic but refuse to pay the $200 down payment on a part that is not needed or ever ordered. My desired resolution is a refund. I contacted my credit card company to dispute this charge. I also shared my experience on ************ and now with the BBB. Please help, this is a bad business and needs to be dealt with. Thank you so much! *********************

  Business response

  01/23/2024

  You are not the customer of **********************. You probably did business with Bay Master Appliance instead. Again, our name was highjacked and the company you did business with is Bay Master Appliance, not bay master appliance services. Please direct your complaint to them. We do not have an employee called ***** or an manager under that name. Please call me at ********** for further clarification.

   

   

  Best

   

  J Naziry 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I paid $99.00 to have a full diagnostic on my Viking oven done and they provided a receipt for the $99.00. However, I have requested the invoice with work that was done and what was recommended for a fix several times from the tech person that came by and also making several calls which went unanswered. Not looking for a refund if they can at least provide me with the paperwork with what was done. It seems from a conversation that I overheard that they did not want to provide me with anything

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Upon a recommendation, we paid Bay Master for a technician to diagnose our KitchenAid refrigerator, which had a slow leak. The technician was very rough with our refrigerator and also borderline disrespectful. After 3 visits, the technician gave up and admitted that he could not identify the problem, and recommended that we request a full refund. The technician also damaged our refrigerator by rendering the icemaker inoperable and causing the shelf LED lights to blink continually. I called the main office and got the runaround for several days and calls. Ultimately, the office issued a refund minus the $99 service fee for the tech's visit. I informed the office that it was unfair to charge the service fee (which is at least $30 over the going rate in the area) because the technician did not diagnose anything nor provide a service, and in fact broke the refrigerator. I had to hire a competent professional, who found a valve problem and repaired the ice maker issue for about $299 more. Bay Master should have been on the hook for this! Bay Master cost me $399 and untold aggravation.

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bay Master Appliance came out to fix our refrigerator. Their technician used a torch to complete the repair. He did not protect our hardwood floors and left significant ***** on our hardwood floors. They refuse to file a claim or even to come and assess the damage even though their website says they are insured. We have been in contact with them for 4 months and no progress has been made.

  Business response

  03/27/2023

  As per terms and conditions of the company, the claim was reported later than 10 days. We are not able to verify the source of the damage. Meanwhile, we were willing to inspect the damage, and look for possible solutions but the customer was not able to receive the flooring company we hired three times despite a confirmed appointment.

   

  Best 

  Customer response

  04/05/2023

   
  Complaint: 19542471
  
  I am rejecting this response because: We reported the damage the day after it occurred. They responded that they had fired the technician involved. We were available for the technician to come and survey the damage, and on all three occasions they never showed. We called to ask why no one showed we were told the technician stated they did not feel comfortable assessing flooring damage as they were not a floor specialists.
  
  Sincerely,
  
  ***************************

*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. ↩