ComplaintsforBell Brother's Heating and Air, Inc.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 24, 2024, Bell Brothers installed a new Trane 2-Stage **** and all new Ductwork for $25,000.00 (financed). Now, to tell the truth, Bell Brothers IS the SURPRISE guys. They left holes in our ceiling, which they patched but did not repaint. They put our kitchen register/vent in crooked, they had to have an independent contractor repair the roof, the **** sets on rubber spacers with a 1" gap between the unit and the Curb and lastly, the ****, on Stage 1 sounds like the Helicopters in a ******* Movie. Phone calls to the Company are only answered by a receptionist and one is never transferred to a Manager or Supervisor. Multiple messages are left with no return calls. In an attempt to contact the City Building Inspector to conduct the necessary City Inspection, the City contacts Bell Brothers to confirm that the job is complete only to be told that it isn't. How can I get the City to approve the project if Bell Brothers is not willing to finish the work? The Salesman, *****************************, who sold me on the Trane 2-Stage ****, will not even acknowledge my emails to him. The final problem is that my wife and I are not available until after Noon daily, yet Bell Brothers insists on arriving at 8:00am. We thus have to make special, inconvenient alterations to our schedule. I now realize that I should have hired the next lowest bidder, received the exact same product(s) AND saved $5,000.00 !!!!!

  

  Business response

  08/23/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration youve experienced. Please know that we are committed to resolving these issues promptly.
  We have spoken with you and have scheduled the necessary corrections for this coming Monday the 26th of August. We understand the concerns you've raised, and we have a plan in place to address them. This includes resetting the **** unit, repairing and repainting the Sheetrock, and addressing the issues with your ceiling caused by our work in the attic. While you mentioned that you would handle some of the gouges yourself, we will, as a courtesy, repaint your ceiling to ensure everything is in top condition.
  The roofing issue has been resolved, and we are confident that the remaining work will be completed to your satisfaction. We also acknowledge the communication challenges you faced and are taking steps to improve our responsiveness moving forward.
  We have reviewed your BBB complaint, and we appreciate your cooperation in addressing it. Thank you for your patience and understanding. We are committed to ensuring that you are completely satisfied with the final outcome.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased the property in *********** June 2024 that was serviced by Bell Brothers with a new AC unit and furnace installed back on 09/2022 for the previous owners. Since moving in we have encountered issues with the unit not operating sufficiently. The temp within the house continues to rise and does not reach the temperature it is set at. We have had 3 reputable HVAC companies come out to diagnose the problem.They have ALL stated the unit is undersized and needs to be at minimum a 3.5 ton for it to work appropriately. We have reached out to bell bros management in regards to this issue.On July 24, 2024 they sent their senior technician *********************** to our property. He stated that for a 3-ton unit it could cool UP TO an 1800 sq foot home. Our home is 1841 sq ft. He ran his tests, checked the delta readings which he stated a properly working unit would have a delta reading between 18 and 22. The master bedroom which is the closest to the unit had a reading of 16.9, the rooms farthest were 8.9. Clearly not working efficiently.After his testing we spoke to ***** again and went over the readings, we told ***** again that the system was undersized for the size of our home, and he kept indicating that their relationship was to the previous owners and not us and that they never had any complaints from the previous owners. We explained to him that the previous owners did not reside at the property.We have asked for the proper size unit to be installed and there response too us was as follows, After reviewing your situation, our responsibility is to the operation of the system that we installed to manufacture specs.****** confirmed system is functioning properly after adding freon to your system.We can come out in 4-6 weeks to re-inspect the freon levels at your request. If you wish to upgrade to a larger system and upgrade to new ductwork we can do at 25% discount. the system was NEVER re- tested after the Freon was added. More lies from this company.

  

  Business response

  08/02/2024

  Thank you for bringing this matter to our attention. We value all our customers and take every complaint seriously.
  You recently purchased the home and have expressed concerns that the **** system Bell Brothers installed does not cool the home properly. Bell Brothers installed this **** system in September 2022 using existing ductwork for the previous homeowner and performed regular maintenance on it with no complaints regarding its operation.
  You are requesting that Bell Brothers replace the system with a larger unit as well as update the ductwork at no cost. After consulting with our legal department, we determined that our responsibility is to our contract with the original homeowner. Our recent inspection confirmed that the system is operating according to manufacturer specifications.
  As stated in our last email response: "After reviewing your situation, our responsibility is to the operation of the system that we installed to manufacturer specs. ****** confirmed the system is functioning properly after adding freon to your system. We can come out in 4-6 weeks to re-inspect the freon levels at your request. If you wish to upgrade to a larger system and upgrade to new ductwork, we can do so at a 25% discount. Let us know if you have any questions."
  The original system installed was a 3-ton unit, and the previous homeowners reported no issues or reasons to upgrade to a larger system at the time of replacement as upgrading to a larger system would require a larger duct system. The temperature differences coming out of the registers is due to the ductwork issue. With temperatures exceeding 100 degrees, the inside of the ducts are warming up, which affects the temperature of air coming from the properly working system.
  We are committed to working with you to ensure your home's comfort. We can:
  -Conduct another thorough inspection and re-testing of the system in 4-6 weeks after the freon adjustment was made.
  -Offer the 25% discount on upgrading to a larger system and new ductwork, as previously proposed.
  Please let us know how you would like to proceed. We aim to resolve this issue to your satisfaction and maintain the integrity of our service.

  Customer response

  08/02/2024

  I am rejecting this response because: the obligation is to the system, not the previous owners of the home.. as we have stated many times the previous home owners who obtained a significant family discount DID NOT LIVE IN THE HOME.. youre relationship with the previous home owners has no bearing on the equipment being undersized for the size of our home and the lack of efficiency. Your technician stated when he was at our residence that a PROPERLY WORKING unit would have delta readings between 18 and 22. Our readings were 16.9 in the master closest to the unit and the living room as well as our childrens rooms were 8.9. After adding the Freon it only increased to 10.9. Hence an insufficient unit. Being a well known company you guys should know that for an over 1800 sq feet home, it requires bigger than a 3 ton unit. With multiple companies who have indicated as such that our home requires at minimum a 3.5 ton, but to ensure proper efficiency a 4 ton unit is needed. The unit is also still under warranty. 
  

  

  Business response

  08/14/2024

  Thank you for your response and for providing additional context regarding your concerns. We understand that this situation is frustrating, and we want to address your concerns thoroughly.
  We agree that our obligation is to ensure that the **** system we installed functions correctly according to the manufacturers specifications. While we mentioned the previous homeowners to provide context, we acknowledge that your concern is the system's performance regardless of who previously owned the home. Our inspection performed by ****** confirmed that the system operates within these manufacturer specifications.
  Our technician observed that your readings were lower and, after adding freon to optimal levels, the readings only slightly improved but did not reach the optimal range. This indicates that the issue lies with the existing ductwork, which was not installed by Bell Brothers and is not related to the manufacturer warranty covered on the **** system.
  We acknowledge that the system is still covered under the manufacturer warranty and are committed to honoring this warranty to ensure the system operates within manufacturer specifications. We understand your home warranty company has recommended a larger unit and your desire to upgrade the system and ductwork. However, this was not an issue or a desire of the original purchaser of the equipment, which is why our commitment remains the same and to the original contract written in September 2022.
  To address your concerns and ensure your home is cooled to your comfort, we propose the following steps:
  -Freon Levels Re-inspection: As previously offered, we will re-inspect the freon levels within 4-6 weeks to ensure the system maintains proper levels.
  -System Upgrade Discount: We will offer a 25% discount on upgrading to a larger system and new ductwork, as previously proposed.
  Please let us know how you would like to proceed, and we will take the necessary steps to address your concerns.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a tankless water heater put in nearly a year ago. At that time they installed a system called Navilink so we could regulate it via our phone with an app. It initially worked fine. Then it stopped working so I had no way of regulating the system. A rep from Navilink ordered a new navilink and was here several times putting it in and attempting to get it to bluetooth to our phones but it still did not work. We finally called our internet provider and we were told that our internet will not work with this system. So I now have a hot water heater I can not regulate. I have contacted **** several times and they say they will call me back and they do not.

  

  Business response

  07/30/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced with your tankless water heater and the Navilink system.
  Upon reviewing your situation, we understand that the issue arose after you upgraded your internet service from 2.5G to 5G. The Navilink system was initially installed to be compatible with your previous 2.5G internet, and this change in service caused the connectivity issues.
  As a solution, we installed a hardwired controller for your tankless water heater to ensure you could regulate it without connectivity issues. On July 30th, our plumbing supervisor, *******, reached out to confirm that everything was functioning correctly with the new controller and that there were no further issues with the tankless water heater.
  If you are still experiencing any problems or have additional concerns, please let us know. We are committed to ensuring your complete satisfaction and will address any remaining issues promptly.
  Thank you for your patience and understanding. We look forward to working with you again in the future. 

  Customer response

  07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

   

  Bell Brother's did finally fixed the problem when it was discovered that our internet was not compatible with the Navilink they installed..  We have a push button regulator that works fine.  Thank you for your service.  

  
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Water Damage due to faulty installation by Bell Brothers "*********"I paid ********* for a new AC including *********************** in my rental home, relying on its advertising guarantees, *************************** Guarantees, Installation Workmanship Guarantee, Life Time Installation Guarantee, No Surprise Guarantee"On 5/14/2024, my rental home ceiling partially collapsed ********** ******* dripping down from ceiling. I contacted my contractor to assess the problem. My contractor found the *** Condensation pipe was dripping water in the ceiling as it was not properly anchored & not securely connected into the Drain pipe. Contractor temporarily fixed the leak and I called Bell Bro for a permanent fix which was completed. My contractor repaired the water damage to the collapsed ceiling, wall, and insulation so it would be in a livable condition same as before the water leak damage caused by faulty pipes installation by *********. I paid for the repair $2,475 to my contractor.I contacted ********* on the following 2024 dates to explain my reimbursement claim for the repairs done but there was no resolution:- 5/30 spoke to Tika - 6/11 spoke to Cal - 6/19 spoke to ***** - 6/19 3:11 pm *************************** returned my call. Told me to email repair ************ payment proof so they can send to Accounting to issue check to me. I sent email 6/19 (copy attached)- 6/26 Resent email and 6/27 texted ****** asking for status.- 6/27 ****** texted me he rec'd my email and will get back to me - 7/1 Called left message to ****** asking status of claim - 7/2 ****** told me ***************** will issue check should be mailed to me in a week, and if not received then call him.-7/18 I left message asking status. ****** told me he will find out status and will call me right back. But he did not call me back.It has been more than 1.5m+ but no resolution, only delays after delays by *********.I hope BBB can assist to get my claim for damage casued by *********

  

  Business response

  07/30/2024

  Thank you for bringing this matter to our attention. We are genuinely sorry for the inconvenience and frustration this situation has caused you.
  We have reviewed your case and acknowledge that there were delays and communication issues on our part. We sincerely apologize for this lapse in service.
  We want to inform you that a refund check for the amount of $2,475 was issued and mailed out. Following up on this, *************************** reached out to you on July 29th to confirm receipt of the check and to ensure that there were no further concerns. If the check was not received by the end of the week following its issuance, we were prepared to place a stop payment on the original check and issue a new one.
  ****** confirmed that the refund check was received last week and that there were no additional issues. We are pleased that this matter has been resolved to your satisfaction.
  We appreciate your patience and understanding as we worked through this issue. Your feedback is valuable to us, and we are taking steps to improve our communication and service to prevent similar issues in the future.
  If you have any further questions or need additional assistance, please do not hesitate to contact us directly.

  Customer response

  07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  

  I received the reimbursement check on 7/27/24. No further issue at this time.

  Thank you for your help.

  ******************* 7/30/2024

  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 5, 2024 a new energy efficient Bell Brothers hvac system was installed in our house.The salesman Informed us we would save 40% on our heating bills. We were paying about $95 monthly with our old HVAC system. The salesman informed us our bill will decrease significantly after we upgraded to the top notch platinum system Costing about 38,000.After the new HVAC was installed our heating bill was $150 Lasted till April. About three months. We contacted Bell brothers about high monthly bills .Their Technicians and the specialist had to come over a few times to correct the problem. There was a valve leak. The Bell brother technicians informed me someone from the department manager name **** will contact us regarding reimbursement for the high bill. We contacted them but failed to get a response from them. Its been three months.

  

  Business response

  05/23/2024

  We understand that the new energy-efficient Bell Brothers HVAC system installed on January 5, 2024, was expected to reduce your heating bills significantly. It is indeed disappointing that instead of seeing a reduction, your heating bills increased to $150 per month. We acknowledge the technical issues that were identified, specifically the valve leak that contributed to the higher bills. Our technicians and specialists visited your home several times to rectify the problem, and we are glad to hear that the issue was eventually resolved. On Tuesday, May 14th, our Install Manager, ****, left you a voicemail informing you that a refund check of $400 had been issued to compensate for the high bills incurred due to the malfunction. According to our records, this refund check has been processed and sent out. We strive to ensure that all our customers receive timely responses and satisfactory resolutions to their issues. If you have not yet received the refund check or if there are any other concerns that remain unaddressed, please let us know immediately. We value your feedback and are committed to ensuring your satisfaction.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was told upon signing our contract agreement that the total amount due to the loan company for the work performed would be $24,629.00. I was told the terms of the contract agreement was 180 months at $288/month and the first 18 months would be 0% interest. So, if I followed the 15-year payment schedule as explained per the contract, then the total I would pay would be $30,172.00. However, if I paid it off before the 18 months then I would only have paid a total of $24,629.00. The loan company (Green **** billed me for the full $30,172.00 and when I asked Bell Brothers about it, they said it was not the interest as previously stated but was the duct system. I was told the total on signing was $24,629.00 and was never told the duct payment was separate. I even asked if the $24,629.00 was everything included at signing and Bell Brothers said it was. When I called Bell Brothers, and they told me about the duct fee, Bell Brothers said I would still have 18 months to pay it off before the interest started. Just today, 3/4/24, it came out that the invoice for the duct system was never shown to me and Bell Brothers wrote NA for both areas in the signature line, which I hadn't seen or signed. Also, the loan company Green *** started the interest as soon as the loan activated and did not adhere to the 18month agreement of 0% interest. Bell Brothers misrepresented the total and what I would pay and about the interest rate and when it would start.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/13/2024 Bell Brothers came out to do a job, then before I could pay, the tech went into their membership offer and the benefits. He assured me I could cancel with a refund within 30 days, if he had told me outright that i could not get a refund within 30 days I would never have signed up since I'm on a widows social security income I am careful of how i spend the money. I had to cancel so i called not long after the service call and the lady said i would be paying the balance of the service call since i didn't keep the membership and that they would email me what they would be taking out but they didn't and today 2/26 they are saying no they dont do that and no they don't give refund within 30 days. The tech did not give me a contract to read just his phone to sign. I understand I would have to pay the difference of the discount, that's only right. I got a discount on the service because I became a member how greedy they are they not only took the balance they also took the membership fee . Now instead of $87 I'm now paying over $106! Shame on you Bell Brothers.

  

  Business response

  03/04/2024

  Our Plumbing Supervisor, *******, promptly addressed the concerns raised by the customer. ******* engaged in a discussion on February 27th, 2024 with the customer and agreed to refund the charge of $19.95 via check, thereby bringing the total invoice for the drain clear service back to its original price of $87.
  It's important to emphasize that our company's intention was never to overcharge the customer. We deeply regret any inconvenience caused by the miscommunication and sincerely apologize for any frustration experienced by the customer.
  We appreciate the opportunity to rectify this situation and are committed to ensuring the satisfaction of our customers. Moving forward, we will take necessary steps to prevent similar misunderstandings.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  5/12/23 is the date of transaction. $12,057.00 was the amount I paid the business for windows and doors installation. The business quoted me (sales rep) and I was advised I would be provided a copy of all costs of everything of the installation. I started doing my taxes and the taxes form asks for the cost of the window installation (excluding labor). I thought this would be an easy answer. I called Bell Brothers (and many times). The representatives said they don't provide prices of windows separate from labor. This is a company that has advertising of excellent/upmost customer service, and "no surprise". They aren't providing even good customer service per my ask. They are hiding and not providing 1) price of windows installed, 2) tax. Yes they even withhold tax from my invoice. Tax is required on items installed. I've dealt with companies for 35 years, this company really does have a surprise.....they won't provide the price of windows separate from labor, AND they won't provide taxes listed on any/all bills or invoices. I will be complaining in other sites separate from this. I plan to tell my neighbors, friends, and relatives. I plan to have my kids post all over social media the best they can about the "hiding" of information from customers. This is really amazing that a company does not want to provide customer service for 1) price of windows, 2) taxes on invoice/billing.

  

  Business response

  02/22/2024

  We acknowledge the concerns raised by the customer and appreciate the opportunity to address them.
  On February 13th, following the issuance of the invoice for the windows installation, our windows advisor, *****, engaged with the customer to clarify our invoicing procedure and address any queries regarding their window purchase. Understanding the customer's need for tax-related information, ***** provided an estimated breakdown of $200 per window and $400 per patio door for labor charges, which the customer indicated satisfaction with.
  Subsequently, our Sales Manager, *****, diligently followed up with the customer on February 15th via phone and February 16th via text to ensure they had received all requisite information regarding their window purchase. Despite these outreach attempts, we regret to note that the customer has not responded or indicated any further requirements from our company.
  We remain committed to providing exemplary service and welcome any further inquiries or clarifications the customer may have.

  Customer response

  02/22/2024

  I am rejecting this response because:

  The company orders windows from a manufacturer.  That manufacturer gives them a bill to pay for the windows.  I paid for the windows.  I paid $12,000 for the job, but for some reason the company only provides labor expense.  Why does the company hide the cost of windows specifically that I paid for?  They provided the labor explanation, but thought I was satisfied with that.  I really just wanted to know the cost I paid for the windows.  They advertise a lot of buying windows and getting some portion back or credit on other new windows, yet I dont know why they (*********) wants to hide the actual cost of the windows of which the customers are paying *********.

  
  

  

  Business response

  02/23/2024

  We appreciate the customer's willingness to express their concerns and provide us with the opportunity to clarify further. Our Sales Manager, *****, successfully connected with the customer on February 22nd to discuss their concerns. Following this interaction, ***** promptly prepared a detailed letter addressing the specific information requested by the customer. This letter has been provided to the customer, who subsequently confirmed its receipt and acknowledged receiving the requested information. We remain dedicated to ensuring customer satisfaction and providing assistance. Should the customer have any further inquiries or require additional support, we stand ready to assist.

  Customer response

  02/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Bell Brothers install a new furnace, and air conditioner unit in my home. They quoted 3 days to complete the job. It took almost 2 weeks to install the units. Now I'm a month from when they installed and haven't gotten all the paperwork to finish the permits. I had several of their workers that had come into my house that were very disrespectful. I was told that I would get a one year maintenance agreement, I haven't gotten any information on that. I have had to call the company for everything. I feel that I have spent lots of money to be very frustrated with the quality of work done by this company. I feel I should get some kind of refund from all the work I have done to try and get this job completed. I also want them to finish the job.

  

  Business response

  11/06/2023

  We would like to extend our sincere apologies for the difficulties you experienced during your recent interaction with Bell Brothers. Your feedback is of utmost importance to us, and we have taken your concerns seriously to address the issues you raised. We understand the frustration you felt due to the extended installation period. We have reviewed our processes and made necessary improvements to ensure future installations are completed more efficiently. We take the behavior of our employees seriously and have taken corrective action to ensure that all our workers maintain the highest level of professionalism and respect while working in our customers' homes. In order to demonstrate our dedication to ensuring your satisfaction, we are delighted to ***** you 5 replacement filters and a complimentary 5-year membership. An email confirming the membership status has been sent, outlining the various benefits related to our services. We acknowledge that your recent experience did not align with our typical high standards, and, as a gesture of goodwill, we have issued a $500 refund to compensate for the inconvenience and frustration you encountered.

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unreasonable demand from Bell Brothers when I called and to inform them not renewing the membership. They demand that I call back after November 28,2023 (one year since the original sign up date) and before the next billing cycle begins (which is December 25, 2023).I request that in writing which they only sent me the membership policy and the original work order signed agreement. I cannot find anywhere in those documents stated the above requests when I do not want to renew the membership. I cannot find anything also on their website either. I felt that this company is tricking me to pay for the membership continously without means and ways to terminate. I also find this company very disingenous when they told me the problem of my water heater and other plumbing issue which will cost over $10K to fix while I found another plumber that fix the issues in less than $400.

  

  Business response

  10/23/2023

  Thank you for contacting our Internal Operations Manager via email regarding the cancellation of the monthly membership with Bell Brothers. After you expressed concerns about any potential additional charges and sought clarification on the resolution, our Internal Operations Manager provided clear explanations, and you ultimately accepted the proposed resolution, resulting in the cancellation of the membership effective October 23rd, 2023 without any further charges. A confirmation was also sent via email once the cancellation was completed. We appreciate you allowing us the opportunity to work with you on this matter. 

*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. ↩