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:01/30/2025

  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.

  I ********** to take this $49,900 ridiculously overpriced heat pump out of my house. It doesn't work. It hasn't worked since it was installed. Bell Mechanical has been here 6 times. I don't want to miss work and sit and wait for them to arrive, only to have this unit not work, again. It's still under warranty. I'm returning it. My newly renovated, newly insulated house is rarely above 57 degrees. The main floor unit didn't work at all until a week ago. They blamed it on about 12 different things, but they assured me it is working now. It is not. My heating bills are $600/month. I thought this was ultra high efficiency? For 57 degrees, the bills should be about $100/month. I attached a photo of the Kumo app. No matter what I set that 1st floor unit on, it is 57 degrees.I've shivered through this entire winter. I can't have guests. I can't sleep because it's cold. I basically live in my bedroom where the unit, which is oversized, at least reaches 63. I have to go into the local library to work because it's too cold to work from home. Let me be clear: COME AND GET THIS UNIT OUT OF HERE SO I CAN PUT IN SOMETHING THAT WORKS. AND GIVE ME BACK MY MONEY. I AM NEVER WORKING WITH BELL MECHANICAL AGAIN.

  Business Response

  Date: 01/30/2025

  To whom it may concern,
  
  Thank you for the opportunity to address these concerns. If the homeowner is seeking a full refund for the equipment from the manufacturerin this case, ************* would need to reach out to them directly.
  
  From our perspective, the equipment was installed correctly and in accordance with the manufacturers specifications. **** ******** has reached out several times regarding temperature issues, and after conducting a thorough investigation, I have compiled a detailed timeline of the steps Bell Mechanical has taken over the past 6+ weeks (see below).
  
  Additionally, its important to note that ongoing construction was taking place at the residence after the systems were installed. Furthermore, during our last visits on January 6th and 15thwhen we were on*site to take pictures for the rebate submission (**** ******** received an $8,000 incentive from ***** for the project)the homeowner did not report any system malfunctions, and the units were operating properly.
  
  **** ******** also emailed this morning (1/30/25) to cancel todays visit, which was scheduled to address her latest temperature concerns (see attached email). We have gone above and beyond to accommodate her requests and provide peace of mind, ensuring that the system is functioning correctly.  At no point have we left the home with the system not working or failing to provide heat.

  Timeline of work:

  11/4/24 (***) * ELEC IS ON START & TEST  
  Notes: Powered up outdoor unit started and checked operation of indoor units and heating and cooling modes. Still doing construction inside home. Left remote controls for each unit on top of each indoor unit
  
  12/24/24 (****) * No heat in the upstairs per customer
  Notes: Arrived at customer's house because heat pump was not working per customer. I was getting the voltage to run the heat at the head as well as the outdoor unit. Upon opening the electrical compartment found condenser on (running) Took temp split. I didn't find any issue, everything is working properly.
  
  12/27/24 (Edd) * System is not working again per customer
  Notes: Branch box needed addressing at outdoor unit. Tested unit several times. Made customer aware to keep remote on auto fan. System is working properly at this time.
  
  12/31/24 (******, *****) * System stopped working over the weekend per customer. Customer shut it off, waited ****** and it started working again, but she still wants someone to come and check it over.
  Notes: Need to return after downloading maintenance tool on computer for ********** to access more integrated readings. System is working properly at this time.
  
  1/6/25 (******, *****) * "Units 2 and. 3 are cross wired not affecting heat. Need to return when customer is available to swap wiring at branch box in basement and test."
  Notes: Fixed wiring at branch box to correspond with correct indoor unit. Tested and hooked up the maintenance tool with the laptop. System is working properly at this time.

  1/15/25 (******) * need to get out for rebate/decommissioning pics and need to setup kumo clouds with the homeowner
  Notes: Set up preexisting kumo clouds for customer. Also took pictures of equipment and utility room. Got pictures of old boiler from contractor as well and added to the account.

   

  Best,

  ********

   

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Good day
  I appreciate Bell Mechanicals timely and organized response. I did indeed refuse their service call today. I am a 67 year old woman living in a freezing cold house. My house is, at this moment, 57 ********** matter what I set the unit at the house is 57 degrees.
  I have been patient with Bells excuses and missteps. The last guy got the wiring wrong and Im not sure what happened but it should be working now and I was on the phone with ********** and were figuring this out.
  This is all fine except the net result is Im still in a cold house. The system works for a day or two or even a week, then its not working again. I dont know how many times **** needs to return to set this straight and I cant keep missing work to sit home and wait for them to arrive for yet another temporary fix.
  I said right from the start that there is something wrong with the first floor unit. I feel the problem may be related to refrigerant levels but I was told that is not the issue. I would like ********** to replace this unit. Better yet, Id like to yank the whole thing and put in a different system.
  Im not sure who is at fault here but I cant keep going back and forth with ****. They need to take decisive action to get ********** involved, get this unit out of here and replace it with one that works.
  ***** ********

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/04/2025

  Good morning,

  Thank you for your message. Id like to clarify that no emails refusing service were ever sent to **** ********* except for onewhich was sent only after she canceled our last scheduled appointment and subsequently filed a complaint with the BBB. ***** was simply following standard protocol in response to the BBB filing.

  We are just as eagerif not more sothan **** ******** to resolve this matter. We have collaborated with the appropriate parties, suppliers, and even *********** and all have agreed that the only issue is that the desired temperatures are set very low.

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is my, what, 6th response via the BBB? How many times do we have to go over this?

  My original complaint is the same. My house is cold. The first floor unit doesn't work properly. No matter what I set the first floor unit on, it slides back to something between 57 and 61. I feel this is a sensor issue. **** refused service because I filed a BBB complaint. Most businesses do the opposite I imagine--rush to resolve the issue so that the BBB isn't involved. I filed the complaint in the first place because **** was here 6 times and I still have the same problem. I don't want them in my house. They are obviously incompetent.

  I offered what I think is a good compromise and one that was recommended by the ********** customer relations team, case no. ******. I will use a different ************* who will come out with a ********** **** to solve the issues. If there are any costs to me, **** will pay them. 

  
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/16/2024

  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.

  We noticed a leak from our boiler so since we had bought a very expensive service contract from Bell we called them. On 2/15/24 the technician came out and took one look and said the relief valve was leaking and needed replaced. My wife expressed concern that this had never happened before so why now. So the technician said he would look again. He went back to the boiler by himself (apparently my mistake) and finally came back about 20 minutes later and told us that our boiler was cracked and that we needed a whole new boiler! To emphasize the fact he pulled out his cell phone and showed me a picture (I'll come back to this in a second). Come to find out that a new boiler is going to run me around $15k.Thankfully my wife then called the plumber who also works on boilers. So he came out the next day and was instantly confused. He said that there was a liner around the tank/boiler which was never removed to even look so how could the guy diagnose that it was cracked if he didn't even look. Needless to say it wasn't cracked, it was the relief valve. I explained to the plumber that **** showed me a picture on his cell phone. That's when it hit me! When he showed me the picture he had to scroll back about ************** his cell phone! HE WASN'T SHOWING ME A PICTURE HE JUST TOOK OF MY UNIT HE WAS SHOWING ME A PICTURE OF SOMEONE ELSE'S UNIT!!!!!!!!!!! I am utterly stunned at that attempted fraud! In the meantime a salesman from **** was on his way to measure for the new unit they wanted to sell me. He happened to show up when the plumber was still here. So my wife asked him to show her the crack. The plumber said he didn't see one at all and explained that the guy never even took the liner off. The salesman then looked himself and admitted "I'm embarrassed. You're right there's no crack. What can we do to make this right?" My wife said how about you split the cost of the plumber I had to call out (a total of $540), to which he said he'd talk to the office. My wife called the office to hear "we're discussing your case right now". Still no response. In my eyes they should reimburse me for the whole $540 as well as the $100 they charged me to come out in the first place. Then they had the audacity to reach out and and try to sell me a new water heater! I am so utterly stunned at the fact that the technician would try to show me someone else's unit and try to pass it off as my unit. Complete dishonesty.

  Business Response

  Date: 02/16/2024

  Dear *******,
  Thank you for bringing this matter to our attention and allowing us the opportunity to address it.
  Your account of the service visit is deeply concerning, and we are taking immediate action to investigate and address the issues raised. We pride ourselves on being honest and transparent in all our dealings, and the accusation of showing a fake photo is a very serious matter. This is not in alignment with our values or the way we conduct our business. Over the last four decades, we have built a solid organization by prioritizing our customers and always striving to do what's right.
  Rest assured, we are conducting a thorough investigation into this allegation to ensure accountability.
  In addition to our investigation, we would like to offer a full refund for the services rendered, as well as a complimentary ***************** plan" to demonstrate our commitment to your satisfaction. Once **************** expressed her dissatisfaction, it became our priority to rectify the situation, and we appreciate the opportunity to do so.

  
  Best regards,
  ********

• Initial Complaint

  Date:06/14/2023

  Type:Billing 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 have two complaints for which we seek resolution. 1- Bell initially failed to secure an approved permit to work on our property and are now failing to get approval for the permit because, in some cases, they did not build to code and, in others, they have failed to submit appropriate paperwork and communicate with the building department to resolve issues. 2- Bell kept $11,000 in rebates from ************ ****** that were due to us. I have confirmation of this from the ***** rebate representative and the employees themselves did not deny it. Only the new CEO, ***************************, who bought out the company during our project has denied it. I have email, text and photo evidence and 3rd party confirmations for my claims. I also took careful notes throughout the entire process. Please find a detailed report and supporting documents attached.

  Business Response

  Date: 07/05/2023

  Good day,

   

  Thank you for the opportunity to respond to this concern.

  We are currently working directly with the homeowner to rectify the situation and concerns.

   

  Best,

  ********

• Initial Complaint

  Date:11/08/2022

  Type:Order 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.

  On September 24, 2021, I signed a contract with Bell Mechanical for them to install 4 units of ********** Ductless Heat Pump Units.in my house.The contract stated that the work would cost $24,429. It is stated in the contract that I would get a rebate of $13,120 from CON-*** Work was completed 1025/2021. I paid the complete amount of $24,429 right after work was completed. I was told that they themselves will have to be the ones to submit the request for rebate after 6 months of completion of the work. After 6 months, I called them to follow up on my rebate. It seems like that was the only time they started processing my rebate. On 4/26/2022, I was told that they will be installing an integrated ********** control to get HIGHER REBATE from ******* So, they did install and took pictures.On July 11,2022, I got an e-mail and spoke with the manager telling me that I would only get $8500 instead because ****** is only giving a rebate in the **** of $4500. They said they would give me $4000 additional as courtesy to make a total of $8500. I called ****** and they said that I was promised the wrong **** of rebate by the contractor, that the rebate is only $4500.My complaint is why were we promised( stated in contract) the wrong ****** rebate amount? IWe feel deceived. I abide by the contract and **** did not. The manager stated that business is not good because of the pandemic but that does not give you permission to deceive people. We worked very hard for the money we paid them.

  Business Response

  Date: 11/16/2022

  Good day,

  Thank you for the email and for the opportunity to respond to ************************ concerns regarding her ConEd rebate. 

  It is correct that on September 24, 2021, *********** approved the scope of work to install a ********** ductless heat pump system.  At the time, ConEd had an incentive program and was offering a rebate (in this case) in the amount of approximately $13,120.  I must clarify that this rebate comes directly from the state agency NYSERDA and distributed through local utility companies, i.e ConEd.  During the time Bell Mechanical completed installation and applied for this rebate on *************** behalf, the rebate program underwent a series of restructuring as NYSERDA/ConEd's program ran out of funds (Please see attached file "ConEd stops funding") - needless to say, Bell Mechanical has absolutely zero control on what amount is disbursed and timeline of application processing etc. for the program. 

  On July 11th 2022, I personally had a conversation with *********** informing her that ConEd had only approved a total of $3,750 for her project with $750 going to Bell Mechanical -  I offered to forward the $750 directly to her, this would make it a total of $4,500 going to her from NYSERDA/Coned as the incentive and in addition to that I offered to write a check in the amount of $4,000 directly from Bell Mechanical to help alleviate the discrepancy caused by NYSERDA/ConEd, the additional funds from Bell Mechanical made a total of $8,500 that went directly to *********** (I must clarify that Bell Mechanical was not obligated to write such check and we did that in good faith even though it would be a financial loss to the company)  *********** was thankful for our gesture and agreed to receive the funds from us (please see attached file "July 11th Email") On September 2022, I sent out an email to *********** confirming that our accounting department at Bell Mechanical was working on getting the funds out to her as soon as possible (see attached file "Sept. 6th Email") and reiterated the chain of events via email the very next day (see attached file "September 7th Email") 

  After all the conversations we had with *********** and the fact that the project was a complete financial loss to the company, I never thought that *********** would be filing a complaint with the BBB.  Bell Mechanical feels we have gone above and beyond what was required of us for this project.

   

  Sincerely yours,

  ********

   

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I did accept the $8500 because I was told to accept it or get nothing! Of course, I would accept $8500 but that does not mean that I was okay with not getting the rest of the money. It is not acceptable to me that they would state the exact amount of the rebate and afterwards would give me several excuses on why I am not getting the exact amount. It is not written in the contract that this amount is subject to changes. It is clearly stated in the contract what I will be spending and how much I would be getting as rebate from CON-** like this is set in stone. I just find it deceitful. I was even promised more/increased rebate as stated in the e-mail I sent BBB. When there is a promise for rebate, there should be a disclaimer that this is subject to changes because if there is none, I find it deceitful.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/18/2022

  Good day and thank you for the message.

  
  the rebate was never guaranteed and an offer of getting "nothing" was never on the table as *********** states - this is a state funded program and it is highly regulated.  As I mentioned in many occasions, this is a program that is ultimately controlled by the state agency NYSERDA and ConEd and Bell Mechanical has absolutely zero say in the matter.  The fact that ConEd has exhausted the funds and restructured the program on several occasions it's completely out of our hands and has cause major financial headaches not only for homeowners but also for installers like Bell Mechanical - *********** is more than welcome to go directly to ConEd and request additional funds from them, at this point there is nothing more that we can do - We feel that the additional $4,000 that ********** received directly Bell Mechanical was above and beyond what we needed to do in the matter.
  
  Thank you again and hope you have a wonderful day,
  
  ********

  Customer Answer

  Date: 11/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

   

   It is heartbreaking! This is money we earned during the peak of the pandemic. We worked so hard to the point of almost passing out due to extreme exhaustion. We tried to save hard for some work for the house that needs to be done. We gave our full trust to people. We abide by all that were stated in the contract. We paid on time. Only for this to happen.  Whoever is behind this must be in dire need of money that they are willing to sacrifice their integrity.  And because of this, and because the aggravation brought about by this case is causing my blood pressure to go up, I will stop right here. May other people learn from this case which is another reason why I reported this case to BBB. Whoever benefited from this, may the money help you but please next time be straightforward, be honest and hopefully you won't be in this same situation. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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