Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the beginning of January 2025 Bell plumbing sold me the wrong furnace for my house, claiming it was quieter and more efficient than the one I had. The day it was installed, I complained that the air was too strong, and the air felt cool and drafty. The technician had no answer. The following day, he returned. I again asked him about the way the furnace works. He said he thought there might be a setting somewhere, but said hed let his supervisor know. A week or so later, I called and asked for ****, the supervisor. He was out sick, but they said hed come on Monday, which he did. They had nothing in their notes about the installer talking to ****. He did come out and said he could set something from a 3.5 to a 3. He went down stairs, and in a moment asked me to turn the furnace on to see if it was better. It was not. He came upstairs, and after a few moments of talking, he apparently noticed one of my vents, exclaiming that my vents were too big because the house was too old for this type of furnace. I asked him what I could do Nothing! was the answer. It would cost me $15-20,000 to have everything replaced, he said. I wondered why **** had sold me this furnace which was $1500 more than the one stage furnace they also sell, if it was the wrong one. I started calling **** and asking for someone with more authority than ****. I have now called approximately once a week for three weeks, each time getting the promise that a field supervisor would call that day or the next. As of 2/18/25, no one has called me to explain why they sold me the incorrect furnace for my home. My objective is to have Bell come out and remove the two stage furnace, which is incorrect for my house, and install the one stage furnace that has always worked well in my home. I do not want any extra charges, as the cost and installation of a one stage furnace would have been considerably less than the one they sold me for $8064. I would lije ti be defunded the difference in the cost

  

  Business Response

  Date: 02/28/2025

  ****** HVAC Supervisor has made an appointment with ***** ********* for next Thursday to peak with her about this new system.

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over 3 years later - the kitchen remodel is still not complete. Signed contract 10 December 2021. Work began 10 February 2022. Today is 21 February 2025.Paid $37,017 in full. After 3 years of partially finished work and waiting on call backs, **** still has not finished. Significant items remain on the punch list, which have been documented clearly in email, calls, pictures, and in-person. They agree to complete these items over and over, but have not followed through. The cabinets that the Bell designer selected for the project have had constant quality issues. They arrive often broken, cracked, or marred. Every upper cabinet door was actually re-ordered due to the paint peeling off. This is somewhat the manufacturer's fault, however **** chose the cabinet line and **** does not do a sufficient job of inspecting them. The cabinet doors are clearly damaged, but they just bring them over and install them anyway. The last time **** came out to finish (14 Nov 2024), they didn't check the doors ahead of time. Not all doors were present. Many were damaged, the wrong style, or size. Making it worse, one of the good ***lacement doors and handles was damaged by their install tech. Of course they promised to ***lace it and make it right stating in an 11/20/2024 email - "I am working with the cabinet *** on a course of action on the items below. I will keep you posted on this." Now it is 3 months later and no progress has been made. Today they emailed "I thought that we had delivered all of the doors". **** does not have the follow through to successfully complete the project, as evidenced by over 3 years of patiently working with them in good faith. At this point, please refund the project since your effort towards resolving the issues amount to no more than walking away. I will not accept partial completion I hired you to complete the project as a whole, not to leave it incomplete after dragging on for literal years.

  

  Business Response

  Date: 02/27/2025

  ********** CEO is working directly with the customer to resolve all issues.

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction occured on 4/`0/2024. *********************** and Heating came to perform a scope or work that included the upgrade of an electrical panel, EV wiring and laundry installation. They have failed to return to complete the city inspection per the permit that was pulled in the city of ****** and failed to include the electical panel and EV wiring on the permit at all. the City of Aurora has issued three correction notices and **** has failed to address any of the notices.

  

  Business Response

  Date: 06/04/2024

  ******,

  Thank you so much for reaching out. Clearly we dropped the ball both in the permit application wording and in trading phone calls back and forth.

  Our lead electrician was not aware of the inspection corrections, but he certainly is now. The permit has been updated to read: Upgrade main electrical panel to 200amp panel, EV prewire (no EV charger Installed at this time), installed dedicated 20a 120v circuit for all in one washer/dryer unit in closet.

  After listening to the calls you made to us, i certainly understand why you would be frustrated.

  Please know we will do everything we can to correct this frustration.

   

  Customer Answer

  Date: 06/06/2024

  I am happy that **** has corrected the permit changes. I still need to know the timeline for the final inspections.  As soon as they can provide that information and perform those inspections the case can be closed. 

  

  Business Response

  Date: 06/27/2024

  ******,

  I wanted to follow up to make sure that everything was satisfactorily taken care of for you.

  The Plumbing inspection passed on June 13th.

  Please do let us know if you need any additional assistance from ****.

  We appreciate you being a Bell Customer!

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan 31 24 | **** conducted a site visit to diagnose the third failure since an install in December 21, involving replacement of a water heater providing radiant floor heating to my garage.Feb 5 | **** quoted $2,558.00 for a diagnostic, but my 21 invoice states Our workmanship is warranted for a period of five (5) years from date of completion. Feb 14 | Received 2nd opinion: ... glycol radiant system that was being heated by an electric water heater. This water heater is not meant for any type of radiant heat. Manufacturer Installation instructions state this is unacceptable on the first page of the instructions With the current system that was installed ***** is not comfortable attempting to "fix" the current set up because it shouldn't have been installed in the first place. State EN6-30-DORT 100 warranty document: Manufacturer shall not be liable under this warranty and the unit and/or parts will not be covered, and have no effect if the following events occur: the water heater is not continuously supplied with potable water.Feb 20 | Emailed complaint to **** citing voided manufacturer warranty, lack of inspection, and failure to honor the workmanship warranty. I requested a refund for the original payment. I sent it to ************************************ and ***********************.Feb 26 | Replied to my own email, indicating that if **** did not respond by the end of the following business day, I would contact BBB.Feb 27 | **** called to claim they did file a permit in December 2021, but had no evidence, and blamed post-covid process for lack of inspection. I offered two resolutions: refund of original payment or discount (using original payment) to replace with ductless mini-split.Mar 5 | Bell called back and pushed for repair. I disagreed - it shouldnt have been installed, so it cant be fixed.Mar 7 | Emailed Bell again with a summary of our calls and requested a final consideration: remove system free of charge. Mar 20 | **** has not replied to my emails.

  

  Business Response

  Date: 03/27/2024

  ****************,

  Thank you for taking the time to offer Bell additional feedback on your water heater installation and service.
  We did respond to you directly on your concerns. Bell installed the system in December of 2021. We pulled a permit for the water heater and electrical work so it could be inspected. When a permit is pulled, the homeowner has 365 days to get an inspection. The inspection was never called in. After a recent repair visit by one of our technicians, we offered to waive the diagnostic cost to get the system back up and running and ready for a new inspection to be called. We also indicated we would honor our warranty on any work we have done. ************** notes showed a potential leak in the manifold loop, which was not covered under our workmanship warranty.
  You then asked for **** to refund the equipment and labor expenses and have us instead install a mini-split system due to "buyers remorse".
  While we appreciate that a system malfunction is frustrating, Bell is not in a position to refund all of your money. We were willing instead, to get the system up and running, which was declined.
  If there is anything you would like us to do to repair the system, or again get it ready for an inspection, please do let us know.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21463014
  
  I am rejecting this response because:

  Dear Bell, 

  You did NOT reply directly to my concerns. You ignored the original email complaint for 6 days, I sent a second email with indication that I would be contacting the BBB if I received no response by day 7, and then you called on day 7. The choice to call rather than respond to any of the emails sent between Feb 20th and March 7th indicates that you actively avoided direct communication and the creation of a trail of documentation.

  You claim to have filed a permit in December of 2021, but have no proof of this. You also say that it is the homeowners responsibility to schedule an inspection, yet you provided no instruction to do so. I cant speak to what the local inspection site said in December 2021, but I can tell you that today it states: schedule a building inspection by accessing the permit through your eTRAKiT dashboard. At a minimum, I would have needed a permit number from you if I was to schedule an inspection. The fact that you never provided one only supports the possibility that no permit was actually filed in the first place.

  You did NOT offer to waive the diagnostic after your repair visit. You sent us a quote for $2,558. It was only after I emailed you our complaint and spoke on the phone with a Bell employee (where we reminded you of the workmanship warranty) that you offered to waive the amount. On the subject of what is and is not covered by that warranty, the invoice shows no breakdown of qualifying parts.

  I resent the accusation of buyers remorse, which requires a feeling of regret or anxiety after a purchase. I felt no regret or anxiety after making my purchase. However, about two years later, I did realize that Id been deceived by ****. Bells own employees, as well as a company who provided a second opinion, have noted on visits over the last two years that the system should not have been installed and/or not in the way in which it was installed. My request to put the original payment toward a mini-split was an offer to Bell to make amends. Other companies wont touch what you installed. Your own company has not been able to permanently fix what it installed. Replacement with a proven alternative is the most reasonable solution. It would be illogical to continue spending money on band-aid solutions that continue to fail. After you denied that option, I even offered a solution in which **** simply removed the system free of charge to put the matter behind us.

  Finally, I dont believe that you appreciate that a system malfunction is frustrating. There have been multiple failures and the inability to prevent them from recurring tells me its not really a malfunction, but a botched installation. If you truly appreciated the frustration, you would try to work with me to come up with a compromise that works for both parties. Another band-aid is not a solution. If I agreed to allow you to get the existing system back up and running, then I might as well also schedule a repair visit appointment for next January right now.

  I will not consider this matter resolved until we can come to a compromise that does not involve getting the existing system running again.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/12/2024

  ********,

  We want to acknowledge that you prefer not to be contacted by phone to discuss options. ***** has reached out several times to attempt a dialogue, but in lieu of that, here are suggested courses of action.

  1. We can provide the full credit of $4,648.00 toward a new "Gas fired" garage heater. We would have one of our project managers meet onsite and provide a quote. In order to complete the install, a new gas line would need to be run from the Gas Meter (located by the house) to the garage. We would also need to make a roof or a sidewall penetration for venting the flue gases. 

  2. We can provide the full credit of $4,648.00 toward a new mini split system. We would have one of our project managers meet onsite and provide a quote. Depending on the heat load calculation, this option may require two units and will be more expensive. 

  Both options would give you the ability to control the space via thermostat.
  Permits will be pulled for the newly installed equipment. 
  We would provide the $4,648.00 credit only in the event of BELL installing the new equipment.
  We would remove the water heater that is currently installed and cap the water lines. 

  We look forward to hearing next steps.

  Customer Answer

  Date: 04/22/2024

  **** has responded with an offer to resolve that is aligned with our original request. We will accept their response. However, due to the difficulty in getting to this resolution with ****, our trust in the business has been lost and we wont be taking them up on their offer. Even in their most recent reply, they noted that they attempted to reach us several times, while we only received a single text, to which we replied. We were able to find another HVAC company that offered to install a mini-split system and remove Bells existing water heater system for free. This other company offered the removal for free because they say that theyve helped other customers who have had bad experiences specifically with ****.

  Customer Answer

  Date: 04/22/2024

   
  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.

  Although we have reached a resolution, I will not be moving forward with Bells offer. My trust has been violated and at this point, I do not feel comfortable with **** working on anything else in my home. 

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new kitchen faucet. Reviews said this was an easy installation. My 70-year-old husband did not want to get down on his knees. So, we decided to have a professional installation done. We called Bell Plumbing. They would not give a range or estimate for this installation over the phone but said there would be a $99 service call charged. When the plumber came on November 3,2022 the estimated cost for the installation was $590.Wow! If we had known ahead of time, we would not have made an appointment. Seems predatory. Others should be forewarned, particularly seniors. We would like our $99 refunded! We did call Bell Plumbing. The receptionist was polite but did not offer a refund.

  

  Business Response

  Date: 11/14/2022

  ******************************,

  Thank you for taking the time to speak with our Customer Relations Manager regarding your service appointment. We have a standard practice of not quoting prices over the phone without first seeing the scope of the job. We would much rather quote an actual price rather than guess on what we are going to find. Seeing in your post that your husband is 70, we did look back at the estimate and see that we did not offer you a complimentary *************** plan. We do offer discounts to our 65+ customers as well as First Responders, and Military customers. Please do let us know if you would like a ********** plan which not only offers service discounts, but also seasonal coupons and waived service evaluation fees when work is performed. We would be happy to send you a revised quote based on the information above.

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Bell Plumbing come out to fix a leak (which was coming from the bottom of the toilet). When the plumber was there he told me of a separate issue- he needed to replace a pipe (which wasnt even the reason it was leaking from the bottom of the toilet). They charged me $800 for that repair, to not even reset the toilet. The plumber said he fixed an issue and if it continued to leak he would need to reset the toilet. He never said the price to me for resetting the toilet so I assumed it was included in the $800. Well, 4 days later it is still leaking from the bottom (which is what I called them out to fix in the first place) and now they want to charge me $300 to reset it and fix the original issue. $1,100 for a simple repair?? Very unreasonable price. For $800 the repair should have been fixed. I am extremely unhappy with the customer service as well when asking for the service to be done without additional charges.

  

  Business Response

  Date: 11/07/2022

  *****, thank you for taking the time to leave Bell a written response regarding your recent service appointment. We do circulate all reviews to the full company so that we can better understand the situation and learn from any reported concerns. It appears that our licensed plumber found that the bolts that mount the tank to the toilet bowl were loose and the bowl gasket was damaged. He replaced the gasket, tightened bolts properly, and added a new toilet supply line. It was his belief that the water remaining was residual water from the original tank leak. We see you signed the estimate for replacing the tank to bowl gasket and bolts, prior to us doing the work. You added a ********** Plan purchase to your approved invoice. And you received an estimate to reset the toilet, all on the same day, October 29th. Customer satisfaction is very important to us. Please let us know how we might have better explained our pricing to you. We look forward to hearing back from you, and to ensuring your satisfaction.

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When making an appointment with Bell Plumbing (to replace the anode rod) in my water heater, I was told a technician would arrive at my home wearing shoe coverings and a face mask. The technician, a ***********************************, wore neither shoe coverings or a face mask while at my home. During the time ******************** was in my home I told him I was a current cancer patient, I'm battling head and neck cancer. ******************** still continued to work without a face mask (i could care less about the shoe coverings).I have several disagreements with **** concerning this service call but my complaint centers on ****** deceit. I'm told one thing when I make the appointment, and the technician when he arrives ignores the policy and possibly puts my health in peril. I have spoken with a women named ***** at Bell Plumbing. I have no idea who she is except I know she is argumentative. I want to accept ****** bid for the work to be done but I cannot allow technicians in my home without proper face coverings. This is for *****: I'm sure you doubt my claim as a cancer patient. My oncologist is ********************************* at ********************* ******* I'm not sure if RMCC will discuss my cancer with you but I would expect them to verify that I am a current cancer patient there. RMCC can be reached at ************.I reluctantly paid Bell $99.00 for the service call because I'm honest and as good as my word. I told the technician ******************** I made a mistake calling Bell Plumbing but I pay my bills.

  

  Business Response

  Date: 11/04/2022

  ****************,

  We would like to sincerely apologize for taking several days to respond to your concern. We have a policy of airing any customer concerns to the full company so that we can understand what happened, and allow all employees to learn from each issue so that we don't have repeat concerns. We do acknowledge the confusion we have caused have have since made corrections to our process. Currently, the ***** encourages all Coloradans to keep masks with them in public and wear them when asked. We understand that different people may have different risk factors and levels of comfort around using tools like mask-wearing. We remain respectful of each customer's choice about how they protect themselves and others. We indeed had a disconnect between our **************** Team continuing to quote the mask policy and our Technicians having masks and shoe coverings ready, should a customer request it. Please know we have employees and family members who also have risk factors and we want to put all of our customers and employees wellness at the top of our service commitment. Please be assured that at future appointments we will honor your request to wear protective equipment. Do let us know if there is anything we can do to make you feel more comfortable with Bell. Wishing you good health.

• Initial Complaint

  Date:08/12/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 15 we paid ******** and on April 20 we paid ******* to Bell Plumbing to fix our furnace which was leaking rust. Then on August 1 we had to pay Aurora Plumbing Company another ******. The technicnian from Aurora Plumbing found a pipe that was not connected and the main pipe for the overflow was clogged so could not drain properly and resulted in another rust leak. We have picture of these problems that he emailed to us. I think Bell Plumbing should refund us for the shoddy workmanship that was done. **** did not send us a detailed bill of what they did. We do have a detailed bill from Aurora Plumbing. Bell is advertising that they are approved by BBB. Please advise if anything can be done. Thank you.

  

  Business Response

  Date: 08/26/2022

   

  Good morning ****************,

  We have tried to contact you on several occasions and have yet been able to reach you. We at Bell have been in business for nearly 100 years by making sure all of our customers receive great customer service and high quality work. We would love the opportunity to talk with you about your concerns.

   

  Please feel free reaching out to our main number at ************ or call my direct line at ************.

   

  I look forward to talking with you.

   

  *********************

  Director of Operations

  *******************************************************

  ************

   

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17704245
  
  I am rejecting this response because: **************** called and denied that the service performed had anything to do with rust in our furnace.  This was a main problem as discussed with my husband.  We have sent them pictures and a copy of the invoice for having to have additional work done.  ************ is untrustworthy and should not be recommended by the BBB.  I would never recommend this company.  Please pull your name from their advertising.

  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/26/2022

  This problem with Bell Plumbing has been resolved to our satisfaction.  I would like to have the complaint removed.  Thank you.

   

  Best regards

  *********************

  4013 ************, ******, ** 80013

  ************

  

  Business Response

  Date: 09/27/2022

  Our Customer Relations specialist has been in contact with the Gibsons to discuss resolution of their concerns.

  Per the customer:

  As per my last email to you I said I would sent a message to BBB that this was resolved to our satisfaction as soon as we receive the check. The message you just sent me was my original statement to the BBB. This was prior to your offer. Again as soon as we receive the check I will post that this is resolved to our satisfaction. Thank you.
  
  Best Regards
  *********************