Complaint Review: Robert Bair Services - Downers Grove Illinois

This morning we were told BAIR will not Honor their own ten (10) year extended warranty that we paid Bair $170.00 for. This is another example of the kind of service that your company provides. Mr. lattimore you forget to mention BAIR left us without heat for the 3+ days 12/24 -12/27/2007 after you had just installed a new $3500 furnace. You also forget to mention we had to hire an electrician on christmas eve to 'prove' to Bair that it was not our electrical service that was bad before you would consider fixing a non-working (new) furnace. Also forgot to mention the fact your service technicians took 2+ days to fix the inferior BAIR installation.

This customer has received a settlement but the Rip Off report continues to be on the internet almost 2 years later even though the customer was satisfied. Furnaces get cracked heat exchangers - it doesn't matter if was only 8 years old. Yes the entire furnace needs to be changed when there is a crack in the heat exchanger. Any furnace with a cracked heat exchanger should be condemned because carbon monoxide leaks out and can cause serious health problems or death. This customer did not ask to see the furnace until after the furnace was taken away from his property. He could have asked to look at the crack during the 6+ hours it sat on his driveway during the installation of the new furnace. Once this furnace (or any equipment) is removed from someone's property it is put onto our lot where Scrappers/Scavengers come once and sometimes twice a day to take any metal parts that can be recycled (we are a green company and recycle everything we possibly can). Once the furnace was taken off the truck and put onto the lot is was gone within hours and we could not get it back. We did not get a call from the customer to see the furnace until the next day. This story of telling 3 employees seems unlikely since anyone of the installers or the salesman could have and would have shown the customer the furnace crack had the customer asked when we still had the furnace. Did the installers and the salesman tell him NO? If they did he should have called the office right away to complain but he did not call the office until the next day when it was too late. As for the "Shady Salesman" getting a kickback that is not true. We have continuous ongoing training and meetings where "crossing the line" is discussed openly. We call it the line of integrity. Crossing the line is something we do not do. Robert Bair Services is a reputable company who has been serving the area for over 30 years. The owners good name is at stake and we would not be in business very long if we were Rip Offs. There is plenty of honest work to be done in almost any house we walk into. There is no need to rip people off. We have many satisfied customers, you can see their comments on our website www.bairservices.com We are in the business of making families comfortable and safety is our number one priority. We sometimes do make mistakes- no one is perfect and when we make an honest mistake we take care of it until the customer is satisfied and we do it quickly. This furnace replacement needed to be done and the customer was unhappy that he had to buy a new furnace and come back early from his vacation. We went there to help him because he called us and he was unhappy with the way things went. He did not ask to see the furnace in a timely manner. Once the furnace was gone there was no way to prove to the customer that there was a crack and that we were doing the right thing. We have a great reputation; we stand behind our work and our employees. We have been here for over 30 years and plan on being here for at least 30 more. Our company is built on the integrity of Robert Bair. Robert Bair puts a lot of energy into hiring employees based on honesty and integrity. We drug test and background check our employees for our customer's safety. We do everything we can to make sure these things do not happen and that our customers feel safe. If you have any questions please feel free to call us or ask your neighbors about our reputation in the area. 630-964-1700

This customer has received a settlement but the Rip Off report continues to be on the internet almost 2 years later even though the customer was satisfied. Furnaces get cracked heat exchangers - it doesn't matter if was only 8 years old. Yes the entire furnace needs to be changed when there is a crack in the heat exchanger. Any furnace with a cracked heat exchanger should be condemned because carbon monoxide leaks out and can cause serious health problems or death. This customer did not ask to see the furnace until after the furnace was taken away from his property. He could have asked to look at the crack during the 6+ hours it sat on his driveway during the installation of the new furnace. Once this furnace (or any equipment) is removed from someone's property it is put onto our lot where Scrappers/Scavengers come once and sometimes twice a day to take any metal parts that can be recycled (we are a green company and recycle everything we possibly can). Once the furnace was taken off the truck and put onto the lot is was gone within hours and we could not get it back. We did not get a call from the customer to see the furnace until the next day. This story of telling 3 employees seems unlikely since anyone of the installers or the salesman could have and would have shown the customer the furnace crack had the customer asked when we still had the furnace. Did the installers and the salesman tell him NO? If they did he should have called the office right away to complain but he did not call the office until the next day when it was too late. As for the "Shady Salesman" getting a kickback that is not true. We have continuous ongoing training and meetings where "crossing the line" is discussed openly. We call it the line of integrity. Crossing the line is something we do not do. Robert Bair Services is a reputable company who has been serving the area for over 30 years. The owners good name is at stake and we would not be in business very long if we were Rip Offs. There is plenty of honest work to be done in almost any house we walk into. There is no need to rip people off. We have many satisfied customers, you can see their comments on our website www.bairservices.com We are in the business of making families comfortable and safety is our number one priority. We sometimes do make mistakes- no one is perfect and when we make an honest mistake we take care of it until the customer is satisfied and we do it quickly. This furnace replacement needed to be done and the customer was unhappy that he had to buy a new furnace and come back early from his vacation. We went there to help him because he called us and he was unhappy with the way things went. He did not ask to see the furnace in a timely manner. Once the furnace was gone there was no way to prove to the customer that there was a crack and that we were doing the right thing. We have a great reputation; we stand behind our work and our employees. We have been here for over 30 years and plan on being here for at least 30 more. Our company is built on the integrity of Robert Bair. Robert Bair puts a lot of energy into hiring employees based on honesty and integrity. We drug test and background check our employees for our customer's safety. We do everything we can to make sure these things do not happen and that our customers feel safe. If you have any questions please feel free to call us or ask your neighbors about our reputation in the area. 630-964-1700

This customer has received a settlement but the Rip Off report continues to be on the internet almost 2 years later even though the customer was satisfied. Furnaces get cracked heat exchangers - it doesn't matter if was only 8 years old. Yes the entire furnace needs to be changed when there is a crack in the heat exchanger. Any furnace with a cracked heat exchanger should be condemned because carbon monoxide leaks out and can cause serious health problems or death. This customer did not ask to see the furnace until after the furnace was taken away from his property. He could have asked to look at the crack during the 6+ hours it sat on his driveway during the installation of the new furnace. Once this furnace (or any equipment) is removed from someone's property it is put onto our lot where Scrappers/Scavengers come once and sometimes twice a day to take any metal parts that can be recycled (we are a green company and recycle everything we possibly can). Once the furnace was taken off the truck and put onto the lot is was gone within hours and we could not get it back. We did not get a call from the customer to see the furnace until the next day. This story of telling 3 employees seems unlikely since anyone of the installers or the salesman could have and would have shown the customer the furnace crack had the customer asked when we still had the furnace. Did the installers and the salesman tell him NO? If they did he should have called the office right away to complain but he did not call the office until the next day when it was too late. As for the "Shady Salesman" getting a kickback that is not true. We have continuous ongoing training and meetings where "crossing the line" is discussed openly. We call it the line of integrity. Crossing the line is something we do not do. Robert Bair Services is a reputable company who has been serving the area for over 30 years. The owners good name is at stake and we would not be in business very long if we were Rip Offs. There is plenty of honest work to be done in almost any house we walk into. There is no need to rip people off. We have many satisfied customers, you can see their comments on our website www.bairservices.com We are in the business of making families comfortable and safety is our number one priority. We sometimes do make mistakes- no one is perfect and when we make an honest mistake we take care of it until the customer is satisfied and we do it quickly. This furnace replacement needed to be done and the customer was unhappy that he had to buy a new furnace and come back early from his vacation. We went there to help him because he called us and he was unhappy with the way things went. He did not ask to see the furnace in a timely manner. Once the furnace was gone there was no way to prove to the customer that there was a crack and that we were doing the right thing. We have a great reputation; we stand behind our work and our employees. We have been here for over 30 years and plan on being here for at least 30 more. Our company is built on the integrity of Robert Bair. Robert Bair puts a lot of energy into hiring employees based on honesty and integrity. We drug test and background check our employees for our customer's safety. We do everything we can to make sure these things do not happen and that our customers feel safe. If you have any questions please feel free to call us or ask your neighbors about our reputation in the area. 630-964-1700

This customer has received a settlement but the Rip Off report continues to be on the internet almost 2 years later even though the customer was satisfied. Furnaces get cracked heat exchangers - it doesn't matter if was only 8 years old. Yes the entire furnace needs to be changed when there is a crack in the heat exchanger. Any furnace with a cracked heat exchanger should be condemned because carbon monoxide leaks out and can cause serious health problems or death. This customer did not ask to see the furnace until after the furnace was taken away from his property. He could have asked to look at the crack during the 6+ hours it sat on his driveway during the installation of the new furnace. Once this furnace (or any equipment) is removed from someone's property it is put onto our lot where Scrappers/Scavengers come once and sometimes twice a day to take any metal parts that can be recycled (we are a green company and recycle everything we possibly can). Once the furnace was taken off the truck and put onto the lot is was gone within hours and we could not get it back. We did not get a call from the customer to see the furnace until the next day. This story of telling 3 employees seems unlikely since anyone of the installers or the salesman could have and would have shown the customer the furnace crack had the customer asked when we still had the furnace. Did the installers and the salesman tell him NO? If they did he should have called the office right away to complain but he did not call the office until the next day when it was too late. As for the "Shady Salesman" getting a kickback that is not true. We have continuous ongoing training and meetings where "crossing the line" is discussed openly. We call it the line of integrity. Crossing the line is something we do not do. Robert Bair Services is a reputable company who has been serving the area for over 30 years. The owners good name is at stake and we would not be in business very long if we were Rip Offs. There is plenty of honest work to be done in almost any house we walk into. There is no need to rip people off. We have many satisfied customers, you can see their comments on our website www.bairservices.com We are in the business of making families comfortable and safety is our number one priority. We sometimes do make mistakes- no one is perfect and when we make an honest mistake we take care of it until the customer is satisfied and we do it quickly. This furnace replacement needed to be done and the customer was unhappy that he had to buy a new furnace and come back early from his vacation. We went there to help him because he called us and he was unhappy with the way things went. He did not ask to see the furnace in a timely manner. Once the furnace was gone there was no way to prove to the customer that there was a crack and that we were doing the right thing. We have a great reputation; we stand behind our work and our employees. We have been here for over 30 years and plan on being here for at least 30 more. Our company is built on the integrity of Robert Bair. Robert Bair puts a lot of energy into hiring employees based on honesty and integrity. We drug test and background check our employees for our customer's safety. We do everything we can to make sure these things do not happen and that our customers feel safe. If you have any questions please feel free to call us or ask your neighbors about our reputation in the area. 630-964-1700

This matter has been settled with The Bair Company. We believe the settlement reached was fair and, reasonable.