Authorized Commercial Equipment Service

I spoke with [redacted] this past Monday I offered her a $refund which she gladly accepted Most of our conversation, however, revolved around why her bill was the amount it was She's a valuad client to us and I wanted to be sure she knew that I explained that up front pricing is a game of averages When the tech looks at her shower he has to give a price before he gets into the wall to see how tough of a repair he has in front of him In this case, he's one of my best (and fastest) technicians and the job had no surprises (including removing the crusty old valve which can be a trick) If the job didn't go smoothly, we would have had to stick to the price quoted That's the good and bad of up front pricing The technician also had just shy of hours on the job, not an hour I'm sure that part of the time variance is travel, which customers rarely account for but is included in any service firms charges (we have to pay the technician to get to the job, and we all know what Denver traffic is like) After our conversation, the customer seemed very satisfied and I'm hopeful we continue being her home services firm Greg P***, PresidentBell Home Solutions

I'm very sorry the customer misunderstood our pricing I listened to the recorded call which came in at 5:PM and our customer service representative very clearly stated the technician will likely arrive after 6:PM (as soon as he clears his current call) Our technician Matt diagnosed the problem - a leak in copper a pipe in a crawlspace He charged the price he did because of the confined space and the 4" of mud he would be in as he made the repair It took him close to 1/hours on overtime to make the repair because of the difficult access The customer was not present, so Matt called her and gave her the complete price of $to make the repair Per Matt, she remarked she thought that was high, but asked him to proceed, so he did Matt explained the cause of the high price was the fact it was an after hours (overtime) call and the conditions of the work area She asked him to proceed, and gave him her credit card number Had this not happened, we would never have performed the work Our Service Manger Bryan S [redacted] tried explaining our charges and even offered a discount, which the client declined $was all she was willing to accept I'm sorry, but I don't believe this is a fair settlement The price was accurately explained before work began If she didn't agree with the price, she should have stated so and Matt would have gone back home I'm hopeful we can resolve thisGreg P [redacted] President & CEOBell Plumbing & Heating Company, d.b.aBell Home Solutions

Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ I'm sorry the customer feels they've been wrongedThe Y-connector he's referring to is further down the line near the furnaceEvery contractor in town will charge extra for replacing these, as well as any other inspection correction needed due to the condition of the home (as opposed to an installation error)This was an existing condition of the home, not a tech errorHad the tech noticed it he would have charged an extra on the spotThe customer believes we should fund this as our tech didn't see it initiallyI disagree, but in the interest of resolution I've authorized the repair at no additional cost to the customerOur service department will schedule this at the customer's earliest convenience Sincerely, [redacted] , President [redacted] Home Solutions Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) In follow up to my original complaint, the inspector from the City of Denver did come back a second time to inspect the work after the necessary repairs to bring the job up to code were completedI am happy to say that the job did pass inspection After the initial job was completed, two of the Bell plumbing techs did come out to the house and immediately recognized that the exhaust ducting was not to codeWhen replacing water heaters entirely, the inspector stated that it was Bell's responsibility to make sure that all installation components i.ewater lines, gas lines, ducting was up to code My wife and I paid top dollar to get the installation completed initially on that Sat night, We expected that the job would pass inspectionOver the years, we have been very good customers of Bell plumbing and HeatingWe have also referred many friends to them for service which is why we were shocked and disappointed initially at Bell's reluctance to finish the job unless we paid another $on top of the $we paid for the job With the help of the Revdex.com, I am happy that a resolution was reached and in the end, the job done by Bell was a quality jobI just wish the transaction would have gone a bit smootherI think we all learned something from this job

Revdex.com:PENDING receipt of the REFUND CHECK to be issued to us in full refund of the USD as offered by the business, once that is received, this case will then be complete We are waiting for the check to arrive to be entirely in acceptance.The apology offered in the response is also accepted and appreciated Once we receive the refund, we will let you know and this will be the end of the discussion, we thank Revdex.com for your help Sincerely, [redacted]

The accidental mailing of this invoice was completely our fault as the clerk was supposed to credit the entire amount, and I sincerely apologize for that I spoke with [redacted] and she apologizes as well We were conducting an internal audit of our accounts receivable and the invoice which had never been credited was accidentally mailed instead of credited I went into our computer system personally and confirmed our records show the client has a zero balance with us Again, I really apologize for the mishap and promise there was no ill intentions behind it [redacted] , [redacted] - Bell Home Solutions

Complaint: [redacted] I am rejecting this response because:I do have see any reason to have to wait for a refund that they have agreed that I should receive I told them on several occasions that I do not believe this is fair which is why I called him on several occasions He never returned my phone calls I should received the refund because they have agreed to provide it to meThe timetable they have given to me to received the refund is relative to nothing and in no way defines if something is working properly They were unable to repair the AC This is poor customer service and inconsistent with the stated values on their websiteSincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/10/23) */ I have received the complaint from the Customer, via the Revdex.com After speaking to our Supervisor of this project and out Sales Manager, I understand that repairs and restoration are under way, although not as responsive and reactive as the Customer had hoped, nor as I would have hoped alsoI also understand that the Customer had offered to retract or withdraw this complaint once some progress on repairs and restoration had started At this time, I will assume that the Customer is somewhat pleased that some progress is finally being made Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Initial repairs have been started, but once again we are in a holding patternNow we have been told that the remaining work (flooring) won't commence and be completed for another 7-daysThis remains unacceptable, and I will not consider closing this compliant until ALL work has been completed Final Business Response / [redacted] (4000, 10, 2015/11/13) */ I visited CWA and toured the construction with [redacted] after to speaking with Al on the phoneDelta disaster had completed 90% of the work and was dong finish work on the 12th of November and will finalize and perform a clean up on Monday, November 16thI spoke with Al and will attend a final walk through as well as address a few concerns outside the scope of the work at no charge [redacted] Final Consumer Response / [redacted] (2000, 12, 2015/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) All work has been satisfactorily completed as of yesterdayThank you for your help

Complaint: [redacted] I am rejecting this response because: the Bell Service tech refused to come back to our home for a second time (-weeks after the first appointment) stating that he spoke to the original service tech and they agreed that nothing else could be done beyond what was already done on the first trip It is not accurate to say that I declined the second appointment I actually called Bell to schedule and was declined You should speak to the service techs - they will agree with the fact that they declined to come back to our house.Bell did offer to schedule a visit for an estimate to replace the A/C unit I declined the estimate appointment stating that I would rather not work with a company that does not guarantee their work Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I was in contact with Bell Home Solutions yesterday afternoon and the conflict has been resolved.You can cancel my complaint.Thank you [redacted]

While I completely agree with the path our technician took (keep in mind, the furnace was running when he left), as the customer is not happy with the services I'll gladly refund her money. I'll make sure a check is in the mail today. [redacted] Bell Home Solutions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

I do apologize for the experience that the Customer had with our Service Tech. He has been with our company for three years and this is the first complaint that I have received concerning him. And actually last month, he led all of our Service Technicians receiving compliments,... receiving 6 out of the 37 compliments. Maybe he was having a bad day? Being in business for 90 years, we stress the importance of maintaining our excellent reputation. I did talk to him about this incident and he also apologized.

I'm very sorry we didn't perform to our customer's expectations and will make sure a full refund is issued. I only wish our management had the opportunity to correct the problem so we could have salvaged your faith in our company. I'm out of town through 4/27, but will call you this week
so I can help remedy the situation. Regardless, however, we'll issue a full refund and you have my sincere apologies. Greg P***, President/CEO of Bell Home Solutions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
I would like to accept the offer of a refund of $690. I also would like to note that every company I called quoted a price which included pulling the toilet. Likewise, every company, including a major large operations such as Bell, offered a warrantee from 1-months

I have received the complaint from the Customer requesting a refund of $because her sewer line backed up again nine days after we were there to clear the lineIf it backed up nine days later, I would guess that something else plugged the sewer line the second time. No, we do not
warranty clearing a main sewer line because we have no control of what else can be put down that lineShe failed to mention that we scoped the line for free and installed a check valve for free so the toilet wouldn’t have to be pulled in the future. While I would like to keep her as a customer, I also encourage her to call one of these cheaper companies who she compared us to. Although, since the toilet won’t have to be pulled, she won’t have to pay that usual “add on” fee that they often charge All this being said, I will authorize a refund check of $be issued and mailed out at the end of next week and assume that this addresses the Customer’s complaint

I spoke with *** this past Monday. I offered her a $refund which she gladly accepted. Most of our conversation, however, revolved around why her bill was the amount it was. She's a valuad client to us and I wanted to be sure she knew that. I explained that up front
pricing is a game of averages. When the tech looks at her shower he has to give a price before he gets into the wall to see how tough of a repair he has in front of him. In this case, he's one of my best (and fastest) technicians and the job had no surprises (including removing the crusty old valve which can be a trick). If the job didn't go smoothly, we would have had to stick to the price quoted. That's the good and bad of up front pricing. The technician also had just shy of hours on the job, not an hour. I'm sure that part of the time variance is travel, which customers rarely account for but is included in any service firms charges (we have to pay the technician to get to the job, and we all know what Denver traffic is like). After our conversation, the customer seemed very satisfied and I'm hopeful we continue being her home services firm. Greg P***, PresidentBell Home Solutions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***I would appreciate a refund so I may contract someone who specialist in the brand of thermostat I have

A return Service Order was created June 30, at 8:15am for Service but was cancelled the same day by the CustomerAn Order was created June 30, for an Estimate at 9:37am and this was also cancelled by the Customer, tooSo we didn’t refuse to send another Technician I still stand by what our Technician and Service Manager say

I'm very sorry the customer misunderstood our pricing. I listened to the recorded call which came in at 5:PM and our customer service representative very clearly stated the technician will likely arrive after 6:PM (as soon as he clears his current call). Our technician
Matt diagnosed the problem - a leak in copper a pipe in a crawlspace. He charged the price he did because of the confined space and the 4" of mud he would be in as he made the repair. It took him close to 1/hours on overtime to make the repair because of the difficult access. The customer was not present, so Matt called her and gave her the complete price of $to make the repair. Per Matt, she remarked she thought that was high, but asked him to proceed, so he did. Matt explained the cause of the high price was the fact it was an after hours (overtime) call and the conditions of the work area. She asked him to proceed, and gave him her credit card number. Had this not happened, we would never have performed the work. Our Service Manger Bryan S*** tried explaining our charges and even offered a discount, which the client declined. $was all she was willing to accept. I'm sorry, but I don't believe this is a fair settlement. The price was accurately explained before work began. If she didn't agree with the price, she should have stated so and Matt would have gone back home. I'm hopeful we can resolve this. Greg P*** President & CEOBell Plumbing & Heating Company, d.b.aBell Home Solutions