ComplaintsforBelred Heating, Cooling & Plumbing, LLC

• Initial Complaint

  05/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Despite numerous attempts by our property manager and myself to communicate with Bel Red by phone and email, ******* has remained non-responsive. Their last Oct 2023 email stated their commitment to obtain permits and inspections for the minisplit installations at your units.The Board has authorized our condo attorney to send a letter to Bel Red demanding action. Further, our property manager has been requested to file a complaint with the Better Business Bureau. This morning I filed a fraud complaint with *************************** of ***** and Industries against Bel Red.We hope these measures will spur action from the company.

  

  Business response

  06/10/2024

  Hi ****,
  
  Thank you for reaching out to us. I have made sure to pass your BBB complaint to upper management. I have been assured that they are working on this and will have someone reach out for next steps. We apologize for any delay and hop this message finds you well.

  Regards

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

  BelRed Energy Solutions

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Belred last October ********************************************** each room of my town home. After completing the installation they sent me the permit documents to request the city of ******* to sign off on the work permits.The city inspector came to my home but did not approve the installation for the mechanical work. I have been trying to reach Belred for several months to fix the issues so the city can approve the installation. No one from Belred has come back to my home to correct the problem. I have paid Belred in full for all the work. I do not understand why Belred is not returning my calls and emails and solve this issue. It is very frustrating for me as I trusted this company to do their job right but apparently they dont follow the city requirements.

  

  Business response

  05/09/2024

  Thank you for reaching out through the Better Business Bureau. We apologize for the frustration you have experienced, and we appreciate your patience as we work to resolve this matter.
  
  We understand the importance of ensuring that all installations meet city requirements and your satisfaction. According to our records, we recently made contact with you and have scheduled a follow-up appointment to address the issues noted by the city inspector.
  
  Our team is committed to ensuring that the necessary adjustments are made to secure the citys approval for your air conditioning system. We take your concerns seriously and are taking immediate steps to ensure that all aspects of the installation are up to standard.
  
  We value your trust in our company and are dedicated to resolving this situation promptly. If you have any further questions or need additional assistance in the meantime, please do not hesitate to contact us directly at425-493-5353
  
  Thank you for your understanding and cooperation.

  Customer response

  05/10/2024

   
  Complaint: 21683003
  
  I am rejecting this response because: after months of calling Belred and having no success the day I placed the complaint with the BBB Belred contacted me to schedule a technician to come out, however no one showed up and no one called me. I called Belred to inquire about the status of the appointment and I was told they did not have an ETA. The communication at Belred is absolutely horrible. I invested over $40,000.00 into my home and Belred isn't taking the responsibility to ensure the job is done right the first time, otherwise I wouldn't be in this mess.
  
  Sincerely,
  
  *********************

  Customer response

  05/18/2024

  The issues with Belred have been resolved. Thank you for your assistance in resolving this matter.

  

  Business response

  05/24/2024

  Hi ******,

  It looks like you spoke to ****** directly and this issue has been resolved. Please let us know if there is anything else we can do for you.

  Regards,

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

  Customer Service Manager
  **********************

  Customer response

  05/26/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WATER DAMAGE ! CEILING DAMAGE ! ATTIC INSULATION DAMAGE! FIRE/ELECTRUCTION HAZARD! The heat pump was installed in May 2023 for $16,500. During installation damage was caused to ****************** (Drill hole, ceiling scratch marks and dents, ceiling damage due to incorrect walking, attic insulation destroyed by squishing/walking moving around)Come December and winter freeze. The drain pipes outside freeze and the condensate pump is in overflow mode. You would expect the furnace/heat pump to turn off because of the safety switch. No it didnt it wasnt wired properly(wired to cooling)and caused water damage to my house. The water came seeping through the return from the attic to the main floor ( 2 floors down). The installation clearly wasnt done properly (outside pipe not insulated, pump set to break cooling , why didnt we use the drain already inside the attic used by the high efficiency furnace )I follow up on the electrical wiring making noise and today the technician comes to tell me there is no ground in the hose after the crawl space to the panel. With a metal conduit for these wires we risked getting electrocuted. I have had over ******* visits since installation and none of them were for maintenance. The damage caused probably runs higher than the actual installation cost. I was told by ******, the installation manager that an insurance claim will be created when we talked on Feb 2. I have not received any response since then even after repeated calls and emails. I just called them again before filing the complaint. And got the same answer we will forward the message to ****** but nothing we can do right now.

  

  Business response

  02/26/2024

  Dear BBB,
  
  Thank you for reaching out regarding your concerns stemming from your installation in May 2023.  At BelRed, we prioritize customer satisfaction, and we appreciate the opportunity to address any issues that have arisen.
  
  We take all customer concerns seriously, and it is our utmost priority to provide a swift resolution.  Upon reviewing the details of the complaint, our records indicate that we have already initiated a plan to address the issues from the work we were contracted to perform.
  
  We sincerely apologize for any delays you may have experienced as we coordinate with multiple specialists to ensure a comprehensive resolution.  Please be assured that we are actively working to resolve the matter at hand.
  
  Should you require any further information or if there are specific steps you would like us to communicate, please do not hesitate to reach out.  We are committed to keeping you informed and addressing any additional concerns you may have.
  
  Thank you for bringing this to our attention, and we appreciate your patience and understanding as we work towards a resolution.
  
  Sincerely,
  
  ***************************

  Customer response

  02/26/2024

   
  Complaint: 21301349
  
  I am rejecting this response because:

  Belred hasnt resolved my issue.

  Upon reviewing the details of the complaint, our records indicate that we have already initiated a plan to address the issues from the work we were contracted to perform.

  Whats the plan ? There is no addressing the issues, its pure damage caused due to faulty installation/ shoddy workmanship that I need to be paid for. Creating an insurance claim doesnt take a month. I was told by the installation manager ****** that a insurance claim will be created on behalf of BelRed to pay me for the damages. I have been trying to get the claim for over a month. ****** from Belred reached out after the BBB complaint and assured that someone from installation will reach out to PAY for the damages which hasnt happened. The response sent by Belred is a copy paste customary response to close the complaint and actually no action has been taken. Under the terms of contract for installation Belred owes me for the damages caused. The email thread serves as proof that i havent received even a response from them.

  Damage I am seeking compensation for:

  - Water damage due to faulty installation 

  - Ceiling damage due to incorrect walking and other workmanship 

  - Attic insulation damage 

  - Fire Hazard conditions 

  
  Sincerely,
  
  Satin Asri

  

  Business response

  03/06/2024

  Thank you for the reply.

  A claim has been upened up with the insurance company.

  Liberty Mutual

  Claim # P220-220060 

  Phone Number: **************

   

  Customer response

  06/07/2024

  Belred installed a heat pump May 2023. They already have had ton of issues with the install which was covered in another BBB complaint. Since a couple of months the heat pump was making a lot of noise( more than it is supposed to). When the technician came in to do the mantaince they mentioned getting a compressor blanket installed and quoted me nearly $500 to do that. After a couple of days of disappointment I looked up my invoice to find that it does mention that the unit comes with a sound blanket but mine doesnt have one ? I called the company multiple times and sent them emails as well but havent received a proper response. The customer reps always said that they will get back but no one did. Attached docs highlighting the same
  

  
  

  

  Business response

  06/07/2024

  Hi There,

   

  We appreciate you reaching back out to us. I have forwarded your inquiry over to our senior management team for review. Please allow for 1-2 business days for a response.

  Regards,

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

  BelRed Energy Solutions 

  Customer response

  06/14/2024

   
  Complaint: 21301349
  
  I am rejecting this response because:

  Belred asked for 1-2 business days to get back. Its been a week and they havent responded. 
  
  Sincerely,
  
  Satin Asri

  

  Business response

  07/11/2024

  Hi Satin,

  Thank you for reaching out again. I received an update from our senior management team. They are still waiting to hear back our insurance company and have sent a few emails and called to get an update. We will update you once we hear back from them.

   

  Thank you,

  ****
  BelRed Energy Solutions 

  Customer response

  07/11/2024

   
  Complaint: 21301349
  
  I am rejecting this response because:

  This is not about the insurance and damages caused due to faulty installation. I got the cheque and the matter is settled. BBB doesnt allow multiple complaints and that is why it got added to the existing one. This is about the heat pump not having the compressor blanket installed and me being asked to pay $500 for that even though my invoice states the system comes with the sound blanket. So this is just you guys coming back and finishing the job as per the invoice and installing the sound blanket. Honestly its a $50 price for the blanket in supplyhouse.com (BAYSDEN004) and it requires probably 15 minutes of work to put it on. Its infuriating to see that this should have been place in the first place and Belred wants to charge me $500 for that.  
  
  Sincerely,
  
  Satin Asri

  

  Business response

  07/18/2024

  Dear *****,
  
  Thank you for taking the time to speak with me about your system.  We are thrilled that everything has been rectified and that your home has been restored to normal. Additionally, I see that a date has been scheduled for the completion of the compressor blanket.
  
  We greatly appreciate your patience and understanding throughout this project.  You are a valued customer, and we are grateful for your continued trust in us.  Please let us know if there is anything else we can assist you with.
  
  Sincerely,
  
  ***************************
  Director of Operations

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bel-Red oversold ** on a heat pump. We spent over $50,000 with this company and the system does not work as it was sold to us, and we are left with a system that does not work. They didn't bother to turn up for an appointment and waited in for 5 hours.

  

  Business response

  12/20/2023

  Dear ************,
  
  I hope this message finds you well.
  
  I want to extend my sincerest apologies for any inconvenience caused by the issue you recently brought to our attention.  Your feedback is invaluable to us, and I genuinely appreciate you taking the time to let us know about your experience.
  
  Unfortunately, it appears there might was a breakdown in our communication channels that led to our delays, as this is the first instance weve heard of your complaint. Our records dont reflect any prior issues and for this discrepancy, I extend my apologies for any confusion or inconvenience this may have caused you.
  
  I would like to request an opportunity to discuss this matter further to gain insight on what has happened.  Please let us know a convenient time for you and we will arrange a call at your earliest convenience.
  
  Warm regards,
  
  *******

• Initial Complaint

  09/23/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On February 16, 2023, BelRed sold us a heat pump system for $23,702. The system was supposed to heat and cool our entire house.The purchase contract contained a "1-Year No Risk Guarantee" stating that if the system doesn't work as designed and BelRed can't fix it, BelRed will remove the equipment and refund the purchase price. In May 2023, we found that the heat pump did not adequately cool our upstairs. While the downstairs temperature was 72 to 75 degrees, the upstairs temperature was 79 to 84 degrees. We called BelRed about this, and they sent a technician who tried to fix the problem but could not. In July, the upstairs temperatures were 80 to **** degrees while the downstairs temperatures were 73 to 76 degrees and the outside temperatures were 69 to 81 degrees. With the BelRed system running, the upstairs temperatures were an average of 7 degrees higher than the temperatures outside.In July, we again called BelRed for service, and they sent a technician who said he couldn't fix the problem, but suggested bringing in a project manager for help. BelRed then sent a Design Specialist who said that we would have to have mini-splits (additional wall-mounted cooling/heating units) in the upstairs rooms.I contacted BelRed about adding the mini-splits to our system. They provided an estimate of $12,733 for a supplemental heat pump and 3 mini-splits for the 3 upstairs bedrooms. They did not respond to my request that the parts and labor for the additional equipment be installed at BelRed's expense.Under the 1-Year No Risk Guarantee BelRed must exercise all efforts to "fix" the system if it does not work as designed. Under the Exercise of Coverage provision of the contract, BelRed must correct "performance deficiencies."On September 1, I sent a letter to Bel Red formally exercising our rights under the 1-Year No Risk Guarantee pursuant to the contract. I still have received no substantive response to that letter.

  Customer response

  10/13/2023

  BelRed contacted me today. (At long last.) It says that it will remedy the problem and has arranged to come to our house to fix the problem. I believe that BelRed will fix the problem, but it has not yet done so. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BelRed has failed to schedule the final inspection for the installation of the mini-split unit. I have made numerous calls attempting to coordinate the inspection. BelRed is not responded to my phone calls or emails.

  

  Business response

  09/21/2023

  *****,

  We deeply regret any confusion you may have experienced regarding our assistance in scheduling your inspection.  Our commitment is unwavering in ensuring this process reaches its conclusion successfully.  We have made recent attempts to contact you via phone and email.  Kindly reach out to us at your earliest convenience so that we can provide the necessary support to bring this to a successful conclusion.

   

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

• Initial Complaint

  06/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I need BBB to contact BelRed Energy Solutions ("Fox Plumbing and Heating") to provide me with a reprint of a store receipt which they have lost in their *********** Plumbing and Heating ("Fox") bought a A/C unit for us at ********** on ********., ******* on May 17, 2023. The ******* A/C unit they bought for us does not cool down the room so I called ******* for advice on June 22. ******* decided to give us a replacement but they need the store receipt, the serial number and the photo of installation. I called Fox the same day and asked for a photocopy of the store receipt from ********** but I've gotten nowhere. Since my initial calls to Fox and *******, ******* has contacted me 3 times by email and once by phone to get updates. I've been calling *** almost every day and today, I learned that *** does not provide clients with the service of obtaining a reprint of a store receipt that they have lost in their office. I've been talking with ***** and this information comes from his boss's boss, *******. *** is fully aware that only a copy of the store receipt is accepted by *******, and they are not willing to go to the ********** on **** Avenue with the same credit card used for this purchase to get me the necessary item I need to get a replacement. This is a paper store receipt that *** lost in their own office. I am not complaining about the A/C unit not working. I just need the reprint of the store receipt. The same credit card used for the purchase must be brought into the same ********** location in order to get the reprint. I wish I could do this on my own, but I cannot since it is not my credit card that was used for this purchase. I emailed Fox at ******************************************* to file a complaint and asked for a written statement from ******* with the same information that would have been on a printed receipt so that I could send it to ******* asap. ******* needs a paper receipt and I appreciate it if you could get it for me. The phone # for Fox is *************

  

  Business response

  08/29/2023

  Hi,

  We have handled this complaint directly with the customer. We refunded the requested amount, though if any issues remain, please do not hesitate to reach out. 

  Best,

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

  Customer response

  08/30/2023

   
  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.
  
  Sincerely,
  
  **********

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a new furnace installed 12/21/2021, for ~$12,000 Invoice *********. The unit came with a disfigured air filter that **** said would be ordered and replaced. Then I heard nothing and received nothing. I had called the office in the first 2 months of 2022, left a message on the weekend. Did get a call back, explained what I was after... then nothing happened.I received a phone call on 6/15/2022 and thought it was about the air filter, but it was just a solicitation for more business. I told him about the air filter I was still waiting on and he said he would pass it on. Someone was to look it up and order it, then mail it out to me. Nothing has happened. No follow up phone call, email, letter or air filter. I emailed ***************************- Operations Manager on 7/17/2022, heard nothing from him. On 7/20/2022 office staff called and said the filter should be in Friday. Now, I've heard nothing again. On 8/1/2022 emailed *************************** again and have heard nothing. Called office on 8/16, spoke to ****** and was suppose to hear back later that day or the following day. I, once again have heard nothing. I'm just after some customer service and a new filter that was promised.

  

  Business response

  09/02/2022

  After seeing this notification, I had the team reach out to **** right away to resolve the issue and offer him free maintenance for a year, due to the inconvenience and lack of communication. He turned down the maintenance, but he was delivered a filter and the issue has been resolved. 

  Customer response

  09/02/2022

   
  Complaint: 17755339
  
  I am rejecting this response because:

  I was NEVER offered a free 1 year maintenance. They offered to come out and replace the damaged air filter and I said that I just want them to drop off the air filter. The air filter was the only thing I ever said that I needed. Funny that the day after I submitted my complaint, the company was able to finally reach out to me and get me my filter the same day. I don't know who was to offer me a free 1 year maintenance but that was never done, I think I would have liked that.

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

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

  

  Business response

  09/09/2022

  Hi ****, 
  I apologize, I must of been misinformed. I added a one year maintenance to your account. Feel free to call when ever you are ready for you maintenance. 

  Thank you,

  ******

  Customer response

  09/13/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3/31/22 ************************* of ******* made a site survey for a new heat pump/ air conditioner at which time I advised him that I need to maintain a consistent home temperature of 70 degrees. I received and accepted a quotation for $13,607.12 and paid a 50% deposit. The project did not include a thermostat as the existing ****** thermostat was to be retained. 4/1/22 The heat pump was installed and I was advised that my thermostat was not compatible with the new system and that it was replaced with an Ecobee thermostat. After continuing heating failure and multiple service calls between 4/1/22 and 4/7/22 the problems were partially resolved but it is still not capable of maintaining 70 degrees. Over this period I spent considerable time on the phone with Ecobee tech. support and on 4/3 the ******* service technician noted in his report, "I think that the wires on the smart module are too thin for the thermostat." On 4/7/22 I received a request for payment from ************* Manager, *****************************, for the account balance of $6801.56. On 4/11/22 I forwarded documentation to ***************************** offering to pay in full once I have a thermostat that is comparable to the ****** thermostat. ********* phoned me and offered compensation and a thermostat replacement but didnt email a confirmation.4/22/22 I received a call from ****************** requesting payment and I emailed him the earlier documentation.6/28/22 I received an email request from ***************** requesting payment. I emailed the earlier documentation. He offered to compensate me $801.56 or a replacement thermostat.7/21/22 *********************** contacted me and I emailed her the documentation.8/1/22 ***************** again emailed me offering either $801.56 or a replacement thermostat but not both. I advised him that I would still accept a new thermostat plus $801.56 credit on the account and respectfully advised him to consider having legal counsel review the documentation. I have detailed email documentation and dated images.

  

  Business response

  09/02/2022

  ***********,
  
  I understand that the new thermostat is not up to your satisfaction. For the inconvenience, I will offer you an $801.56 credit off your still owed balance of $6,801.56 and waive any late fees or penalties. The other option I will come out and replace your thermostat with one similar to your previous model and give you $100 off your owned balance. If you choose the latter option, the balance of $6,701.56 will be due upon finalizing the installation of the thermostat. 
  
  Please let us know which option you would like.  
  
  Thank you,
  *****************

  Customer response

  09/07/2022

   
  Complaint: 17670777
  
  I am rejecting this response because: This is the same offer that was made prior to contacting BBB. It doesn't meet the obligations of the provider to the client.
  
  Sincerely,
  
  *********************************

*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. ↩