Ray E. Baker Heating, Plumbing, Cooling

In May added freon. Also came out twice in August, freon added then last told needed a compressor, Manager stated part not covered which was not true.Service call in May due to unit not cooling. Told only needed freon. Came out again Aug. 8,2014 and was told the coils could be bad but just added freon. I was told that since the unit was less than 10 years old the part should be covered under warranty. On Au. 22,2014 unit stopped cooling again. Repairman stated I had a busted condensor. Stated that he would give info to his boss([redacted]) to check if still under warranty so that he could order the part. Stated that his boss([redacted]) would call me on Aug.26,2014. By 11:30 am on 8-26-14 no response from [redacted]. I called the office and asked to speak to the repairmans boss. Call was transferred to[redacted] who stated that he hadn't had time to check on part. Received a call back around 1 pm from[redacted] who stated that the condensor was not under warranty and that the could repair it or that I would have to buy a new one. I inform[redacted] that I had checked and the part was under warranty. I asked how much a new or repaired condensor would cost. He then told me he needed to talk with his repairman. I called Goodman and was informed the condensor in question is under warranty until 2019. I then called[redacted] back amd was told that he had a dental appointment.I then waited 18 hours before being contacted again by[redacted] who acted as if he did not know why I was calling. When I asked him if the condensor that I needed was covered he again informed me that it was not. He failed to ask me if I knew the model and serial numbers in question to verify that he had the right information. However, he was more concerned with telling me that he broke his tooth yesterday.He apololgized but never quoted any prices for repair or new condensor. Continued to state the his supplier said the the part was not under warranty. I have used this company for several years and have referred numerous client there way. I feel that it is sad that in the hot summer heat they are trying to take advantage of their customers.I am out of about $600 dollars in the past 3 months and currently I am still with air. I'm sure also that I will receive an invoice for 8-23-14 which I feel will be like saying," All we want is your money we don't care about you." I don't expect a refund for the service call for May, however being charged in August when the problem was not fixed is not right. I also should not be charged for 8-23-14.Desired SettlementI don't expect to receive an invoice for 8-23-14. A refund or partial refund for the 08-09-14 service call would be appreciated.Business Response On 8/9/14 we were called to Ms.[redacted]'s house at}[redacted]. We found the unit did not have enough refrigerant in it andtested for a leak. We identified a leak at the service port and repaired it. Weadded I lb R-410 refrigerant. There was some oil present at this time butthat wa$ attributable to the leak at the service port. Ms. [redacted] wascharged $249.00 for this trip which we subsequently refunded at hcrrequest. If you have any other questions, please call.Sincerely,Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As a result of[redacted]'s technician failing to properly address a leaking compressor when serviced on 8-9-14, I also needed to replace a coil and compressor. At the 8-9-14 service call I advised the technician that I had noticed oil coming from the unit to which he responded "That's normal." I was unable have my unit looked at by someone else for a full week due to high demand. At the first service call by another company the coil was replaced. However when freon was added it did not work due to the compressor having lost oil therefor meaning another service call to replace the compressor. During this time I was unable to remain at home due to the heat. The coil and compressor were under warranty however I had to pay for labor. The first service call was $850 and the second service call was $385. I did not return home until 9-1-14 thanks in part to a compassionate service technician. Final Business Response As you may know, our company has been in business for 56 years and westrive to keep our customers happy. Ms[redacted] has been awonderful customer for numerous years and I sincerely regret losing her dueto my miscommunication. I have apologized to Ms. [redacted]. She will notbe invoiced for the 8/23/14 service call and I will issue a full refund for the08/09/14 call.Sincerely,

My husband & I have used Ray E. Baker for the past 10-15 years and have been very pleased with their prompt, courteous service and professionalism. We have used them for plumbing and air conditioning issues, and I just placed a call to their answering service because our central air heat isn't working. Ray Baker's answering service handles calls when the office is closed; when I have to leave a message with the answering service I receive a call-back within a very short period of time.
Ray Baker employees are knowledgeable and the service fees are reasonable. ","pos-1