ComplaintsforBell Mechanical Services, LLC

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: Installation occurred in 2021. Service call on 7/5/24. Amount Paid: Approximately $10K-$25K for initial HVAC system installation; $300 for service call. Business Commitment: Bell Mechanical Services, a Lennox Premier Dealer, was contracted to install a compatible and efficient HVAC system, using high-quality OEM parts. Nature of the Dispute: Bell Mechanical installed an undersized, non-OEM evaporator coil (ADP HC LH49/62W9T) in my system, designed for 18,000-36,000 BTU, despite the condenser (ML14XC1-059-230A04) requiring a 42,000-60,000 BTU coil. This caused significant inefficiency, increased energy costs, and a premature refrigerant leak. The installation failure led to a complete system breakdown within 3 years, far short of the expected 10-20 years. During a heatwave, my 18-month-old son fell ill, with the pediatrician confirming it was due to the HVAC failure. Resolution Attempts: Bell Mechanical ignored my requests for a detailed written quote and installation documentation. A service call cost $300, where they confirmed the coil leak without providing further resolution or proper customer service. Quotes from other companies revealed Bell's charges were significantly inflated. Desired Outcome: Refund of $300 for inadequate service, $5,000 compensation for replacing the faulty coil, and a written acknowledgment of errors. I seek to warn potential customers of Bell Mechanical's deceptive practices and ensure no other families experience such negligence. This situation reflects a blatant disregard for customer safety and well-being and may violate Texas consumer protection laws. I strongly recommend that all homeowners who have used Bell Mechanical's services immediately seek an independent inspection to verify their HVAC system's safety and compliance. Consumer protection agencies must investigate these practices thoroughly. Bell Mechanical must be held accountable to prevent further endangerment and exploitation of other customers.

  Business response

  07/25/2024

  Thank you for bringing your concerns to our attention. We assure you that the ADP coil (ADP LH49/62W9T, 4 TO 5 TON,TXV R410A CASED ALUMINUM HORZ COIL) installed in your system is compatible with your 4-5 ton system, as ADP is a subsidiary of Lennox and produces suitable components. While your system was still covered under the parts warranty, the labor warranty had unfortunately expired. We emphasize the importance of annual maintenance to ensure the longevity and efficiency of HVAC systems. Regular maintenance checks can help prevent issues and identify potential problems early, thus avoiding unexpected breakdowns and inconveniences. We apologize for any inconvenience caused by the service call and the $300 fee, which covers the technician's trip fee and diagnostic efforts. To address your concern, we will refund the $300 service call fee. Please contact our customer service department to arrange the refund. Thank you for your feedback.

  Customer response

  07/25/2024

  
  Complaint: 22038980
  
  Dear BBB,
  

  Thank you for providing the opportunity to address the response from Bell Mechanical Services. While they have attempted to address my concerns, their response contains inaccuracies and fails to take full responsibility for the significant issues caused by their actions. Here’s a detailed breakdown and clarification:
  

  1. Inaccurate Claims About Component Compatibility
  

  Bell Mechanical claims that the ADP coil (model ADP LH49/62W9T) installed is suitable for my 5-ton system. This assertion is blatantly false. The coil they used is rated for 18,000-36,000 BTU, while a 5-ton system requires a coil capable of handling approximately 60,000 BTU. The installation of such an undersized coil is a fundamental error that any competent HVAC technician should recognize as problematic. It leads to severe inefficiencies, improper cooling, and excessive strain on the system. This is not a minor oversight; it is a critical error that undoubtedly caused the system to fail prematurely.
  

  2. Downplaying the Health and Safety Impact
  

  Bell Mechanical's response downplays the severity of the situation by referring to it as an "inconvenience." This characterization is grossly inadequate given the circumstances. The failure of the HVAC system during extreme heat caused my 18-month-old son to become seriously ill, as confirmed by our pediatrician. This is far beyond an inconvenience—it had serious health implications for my family. Bell Mechanical’s failure to acknowledge this impact shows a disregard for the well-being of their customers.
  

  3. Misleading Statements About Maintenance and Refunds
  

  While Bell Mechanical emphasized the importance of regular maintenance, they failed to acknowledge that no amount of maintenance could have prevented the failure caused by the incorrect installation. I diligently maintained the system, changing filters up to four times a year and inspecting the outdoor unit weekly. The failure was inevitable due to the fundamental mismatch of components, not a lack of maintenance.
  Furthermore, their statement that I should contact customer service for a $300 refund is disingenuous. I have tried to reach out to them multiple times over the past weeks without receiving a response. Their suggestion that this refund resolves the issue is inadequate and evasive. I have already contacted my bank to dispute the charge and have been advised on the next steps. Moreover, $5,000 is a more than reasonable compensation for the damages and the corrective actions required. The truly fair course of action would be for Bell Mechanical to cover the costs of the necessary research, removal, and complete reinstallation of a properly matched HVAC system, as the current setup likely caused further damage to my home’s HVAC infrastructure.
  

  4. Ethical and Professional Accountability
  

  The fact that Bell Mechanical would prey on the assumed ignorance of the public to install incompatible parts and then deny responsibility is deeply troubling. Their conduct suggests a deliberate attempt to mislead and exploit customers, which is both unethical and unprofessional. It is not even remotely debatable that such a gross oversight should never have occurred. Their refusal to engage meaningfully with my complaints and their failure to address the issues transparently are unacceptable.
  

  Conclusion:
  

  Bell Mechanical’s response attempts to minimize their errors and mislead the public. The use of an undersized coil, coupled with their evasive and disingenuous handling of the situation, demonstrates a clear disregard for customer well-being and professional standards. I have filed formal complaints with the Texas Department of Licensing and Regulation and the Louisiana State Licensing Board, urging a comprehensive investigation into their practices.
  

  I strongly advise anyone considering their services to seek alternatives. This company's actions are not merely inconvenient; they are dangerous and deceptive. I am pursuing further legal action to ensure accountability and proper compensation. Please refer to the attached document for further evidence of their misleading practices. Never do business with this company; they treat customers with blatant disregard for their safety and well-being.

  Sincerely,

  ***

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bell Mechnical sent HVAC technician to home to check out our AC system. They charged us for this service but did not solve this issue with this faulty AC system. The HVAC system continues to expel emissions in our home that is causing health concerns with breathing, constant headaches, and stuffy noses. This was also communicated to DSLD in regards to the indoor air quality prior to the warranty expiring. The smell is entering our home and causing issues with our health. The AC ducts are sweating and condensation has soaked the duct system near the boot. Condensation constantly drips in the pan and it has rusted again since their visit approximately 1 month. We have spent thousands of dollars trying to fix the faulty HVAC system installed in our DSLD home which is only 3 years old. When we contacted the office in regards to the notes from our service technician visit, we were told a supervisor would be contacting us in regards to our complaint. It is going on 2 weeks now, and we have not heard from anyone at this company. It took Bell Mechanical almost a month to provide notes and/or summary of the service provided by one of their service techs.

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/07/28) */ Good evening. I have reviewed the complaint with the service manager. We have addressed the issues related to HVAC with the recent visit of 6/23/2022. The system installed is working as designed. There are no mechanical or electrical issues. The builder, DSLD, is working with the homeowner to address her issues. As stated, the HVAC is doing its job per specifications.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just recently moved into a brand new home built by DSLD. Bell mechanical is their contractor for A/C systems. I moved in to the house on Dec. 30th 2021. Within a couple of weeks it warmed up a bit and I had issues with my air conditioner blowing hot instead of cold. Bell sent a technician out to fix the issue. He found that a lose wire on the actual unit was not plugged in all the way, therefore not allowing the refrigerant to kick in and cool the air. In the process of him troubleshooting the issue he changed a wire on the thermostat itself, which ended up causing more issues. At the time, we both thought the problem was resolved. Keep in mind I live in south Louisiana and it temperature outside was up and down constantly. Once it warmed up again I found that the A/C was not keeping up with the temperature I set the thermostat on. I reached back out to Bell mechanical and they sent another technician out. He discovered the wire that the original technician had switched. The wire was causing my unit to blow hot and cold at the same time. Once he put the wire in the correct spot my unit has ran perfectly. The 2nd technician explained to me that he is constantly having to go behind the first technician because he constantly messes things up. I then received my electricity bill a week or so later. My bill was almost $800. I reached out to DSLD about it and they told me Bell mechanical would have to reimburse me since it was their technicians fault. When reaching out I spoke with ***** ******** She seemed super helpful and asked for proof of my electric bill. I sent her the bill statement and she said she would reach out to her manager and he would reach out to me. I have reached out 3-4 times in the past couple weeks to get an update. When I reach out to her she gives me the run around and says its out of her hands and that she will email her manager again. In an image attached you can see how much electricity my household uses after the unit was properly working.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/03/25) */ Good day. The repair issue was resolved under warranty. I am waiting to hear back from the manager with more information. Thank you.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our AC went out at the beginning of the week. It is still in warranty we called and it is now Thursday night they keep promising a tech to come and no one shows. I have 4 kids. One which is a baby with a heart condition it's LA it's too hot to have no AC. the part is legit 20$ and they had one in stock at a place near by but a tech says "we don't use that vendor we can't use that part" which makes no sense.

  Business response

  10/29/2021

  Business Response /* (1000, 5, 2021/10/19) */ Good day. Bell Mechanical replaced TXV Monday Oct 18, 2021 and unit is working as designed.

*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. ↩