Authorized Commercial Equipment Service

I'm very sorry Mr*** isn't satisfied with our services Mr***'s equipment is old and in very bad shape Both technicians who came to his home warned him that the equipment wasn't worth repairing, and documented both warnings with Mr***'s signature He asked us
to attempt the repair both times regardless of the warning and signed to the approval to perform work After each visit the equipment worked, but it doesn't surprise me that the repairs didn't last All his other guy did was remove coolant, the volume of which our technicians noted was never present In any case, this won't likely be a solution that would last more than a month, and that is why our Service Manager *** *** made his offer Mr*** asked for our services even though we twice told him in advance of those services that a repair would likely be futile, so really no refund is due to him whatsoever As a sign of good faith, *** offered for us to inspect the unit at 10:on 9/and if somehow the unit is operating correctly without other modifications being made in the meantime, we'll issue a full refund He wanted the right to inspect the unit as we'll know if other modifications have been made, including changing the coolant levels It's my understanding Mr*** agreed to this, so I propose we wait until 9/ If he's requesting written documentation, will this response suffice? Truthfully, I believe ***'s resolution, while unique, was quite generous As Mr*** asked us to spend money on materials and labor despite our warnings, really no refund is ethically or legally due.Sincerely,*** ** ***, President & CEOBell Home Solutions

I'm very sorry the client is disappointed with our progress Internally we had a completion deadline for this project of 8/10/and it is my understanding the client approved this when the job started Because of the size of the rooms we commonly work in are small (kitchens and baths), our practice is to assign one craftsman to a project If he needs help (demo, setting heavy tubs, etc...), we either send another craftsman or an apprentice to help, but our craftsmen commonly work alone due to confined spaces I checked the hours on this job and found the craftsmen have worked even longer days than hours I believe the customer is upset because on the day she wrote her complaint the craftsman did leave to finish the punch list of another jobPlease let me explain how this happens After completion of every job, we'll walk the job with the client and make a list of minor items that need to be touched up Because of client schedules, often that final walk may be a week or more after completion The craftsman who completed that job has already been assigned another project, but so that the first job can be quickly completed after the punch list is created, we bring him back to bang out the punch list items The same will happen to this customer's benefit when her job is complete.In the end, I believe this job is ahead of schedule We had a target completion date of 8/ Today and tomorrow the craftsman will finish drywalling Our electrician will also be at the job sometime this week to install under cabinet lighting The counter top was measured and ordered and is expected to be installed on Monday 8/7, barring any problems with fabrication After that, our plumber will come out and install plumbing fixtures and complete the job on 8/8, days ahead of schedule.Because of confined spaces and ordered subcontracting like counter top installations, there can be planned gaps in installation That doesn't mean we're prioritizing other jobs ahead of the current job It's simply the flow of how jobs have to go I'll retrain our designers to better explain this to our customers so their expectations are in alignment with how the job should go.Please don't hesitate to call me directly if there are any other questions - I really do value your business and want this to be a positive experience.*** *** *** * *** *** ***

I'm very sorry the customer doesn't see the value in how we service our customers and even more sorry they felt our service manager was rude to them. With respect to our service manager, I've heard him speak with customers on hundreds of occasions and he is always very professional and down
right likable. He was a technician at Bell before his current position, and at that time the most highly requested technician due to both his technical and customer skills. That being said, if he was somehow having a bad day or simply didn't come across well over the phone, I sincerely apologize.With respect to the repairs made, I think our technician took the correct path and really looked out for the customer's best interests. When the customer removed the furnace door to look inside, she didn't replace it correctly. As a safety feature, furnaces won't come on if the door is not seated correctly. When the technician saw this issue, he seated the door correctly, started the unit and remained at the home for minutes or so to make sure the unit continued to run. As it didn't fail, he charged our minimum adjustment fee and went to his next job. Our technicians are paid an hourly rate, not a commission based on sales like the vast majority of our competitors. We believe it is NOT in our customer's best interests to dig for other potential problems when the unit is running properly. We consider that mining for work and driving the price up to the client. Therefore, it is our policy to start with the least expensive resolution possible and leave the home if the unit is operating correctly and the tech believes he has found and repaired the true issueThis is one of the many reasons we have been able to service our customer's for years and have the excellent reputation we have. Furnace doors left ajar after a client opened it (say to change the filter or something) is a common call and almost always the only thing that prevented the furnace from firing up. We charge the $minimum charge because we need to cover the cost of the technician's time, with includes the travel time to get to the job. I understand $is a lot of money, but it barely covers our costs to get a journeyman, licensed technician through miserable metro area traffic in a thoroughly stocked truck to make this simple repair.The technician we sent out is extremely qualified (and super cool, I might add). Our service manager offered to send him back out at no charge to see if the door somehow was still not installed correctly, however, if there was a completely different cause of the problem, he would have to charge to repair that problem. Think about it, if the furnace needed a $1,board, clearly the $we charged couldn't cover that. Unfortunately, the customer didn't agree to this so we couldn't send the technician to the home. This offer still stands today - I really want to help her!!! Hopefully my explanation above more clearly states our position, which I believe is very reasonable. Please feel free to contact me if there is anything I can clarify. Sincerely,Bell Home Solutions*** *** ***

We proposed a credit back to the Customer in March, which was accepted. I'm not sure why this has not been "resolved".*** ***

I spoke with the client in our showroom I believe the day she filed the complaint (4/11/17) I'm very sorry they were driven to file this complaint which I believe was largely driven mostly by a lack of communication Their job involved two of our departments: *** ***
*** to fix the plumbing problem, and Remodel to retile, drywall and hook up the fixtures. I believe if our two department heads would have communicated better much of the client’s disappointment could have been avoided, and for that I’m very sorry. There was a timing delay of when our remodel people could start the 2nd phase of the job that was not understood by the plumbing manager, and therefore was never communicated to the client. In addition, the permit wasn’t pulled at the very beginning of the project so the customer lost faith that we would ever have pulled a permit had they not checked. We’re one of the very few repair/remodel contractors that pulls permits on every job that requires them, and I’m certain every jurisdiction in the metro area would back us up on thatIn the end, we had crews in the home the following two days to complete the project and then hired a cleaning company to come in the following Monday to clean the room we worked in and adjacent rooms. I spoke with the client on the phone that same day and they were happy with the work performed by all. She did contact me later that day with a request that the grout color be better matched to existing tile, which was taken care of later that week (I’m not sure of what day as I was out of town). I believe the client is satisfied with all services at this time*** *** *** *** *** * *** *** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I expect an apology from the techhimself with an email or phone call.###-###-####

First and foremost, I'm very sorry the homeowner and their neighbor had to go through this ordeal. Flooding in the home is very stressful and I sincerely wish we had the opportunity to look at this problem before the homeowner had it altered by another plumbing company. Sump pump
discharging rules are very specific and our technicians are very well trained towards them. When we first received this call our Service Manager went to the home, but the homeowner was not at home. As the claimant pointed out, she already had the plumbing altered before we were contacted so he couldn't see how it was originally piped. However, without accessing the property he could see there'a probably 10' between the fence and the neighbor's home with drainage rock between It's hard to imagine how, even if we did pipe to the fence, water would go so far as to inside a raised window well. I'd also like to point out that the homeowner who filed this claim is not the person who engaged and paid us to perform work, and any warranties we offer are to the original homeowner only. That being said, I would still like permission to inspect the area, the material that was removed and the invoice of the plumbing company who altered the plumbing. I think that is a very fair request. Viewing the area, the invoice and seeing the actual material removed are critical pieces needed for me to make a fair determination of any alleged liability. Please call me directly at *** and our Service Manager and I will personally handle this matter.Sincerely,*** *** ***
*** *** ***

Initial Business Response /* (1000, 6, 2015/09/24) */
I'm sorry the customer feels they've been wronged. The Y-connector he's referring to is further down the line near the furnace. Every 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 error. Had the tech noticed it he would have charged an extra on the spot. The customer believes we should fund this as our tech didn't see it initially. I disagree, but in the interest of resolution I've authorized the repair at no additional cost to the customer. Our service department will schedule this at the customer's earliest convenience.
Sincerely,
[redacted], President
[redacted] Home Solutions
Initial Consumer Rebuttal /* (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 completed. I 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 code. When replacing 2 water heaters entirely, the inspector stated that it was Bell's responsibility to make sure that all installation components i.e. water 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 inspection. Over the years, we have been very good customers of Bell plumbing and Heating. We 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 $332 on top of the $1800 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 job. I just wish the transaction would have gone a bit smoother. I think we all learned something from this job.

I’m very sorry the customer is upset with our services and/or pricing, but I really don’t think our technician or our company did anything wrong here.  The cost of the tune-up can’t be determined until the unit is inspected.  Among other things it can vary with the location/accessibility...

of the unit, age, size and the maintenance history of the unit (some clients have us perform tune-ups annually, other systems we can be the first one to touch it in 20 years).  After seeing the unit, our tech quoted $302 to conduct the tune-up to the husband, and he approved the services.  Also at that point, the $49 service charge is waived. Unfortunately (but obviously) it’s impossible to know if anything is wrong with a furnace or air conditioning system until you conduct the tune-up.  You can’t just look at it visually and see the hundreds of things that can be wrong – you have to perform the tune-up to uncover them.  This is true with any technician or firm, not just Bell.  Many of the systems we service need nothing done to them other than the cleaning and inspection covered in the tune-up charge itself.  Other systems require additional work, which can therefore incur additional charges.  I feel for the customer because R22 refrigerant is not cheap – it’s a high charge to us as well.  Like other firms, we charge by the pound (actually by the pound range) as well, but our technician new exactly how much refrigerant was needed so he quoted that dollar amount.  I am not aware of any firm, locally or nationally, that includes refrigerant in their tune-up charge.  This really can’t be done accurately as you never know how much (if any) coolant is needed until you inspect the unit.  I guess technically some could include a charge for coolant, but they would be over or under charging the vast majority of their customers. The customer stated in their complaint that we “are dishonest, price gouge using pressure tactics, and their pricing is 4x higher than their competitors”.  I’m sorry, but none of that is true.  Our customer service representative on the phone and out technician in the field were extremely up front with describing our pricing methods and amounts to the client before we provided services.  The husband gave us permission to conduct the service before any work or additional charges were incurred.  In addition, we use absolutely no pressure tactics at Bell whatsoever, and the technician who performed the services is one of the most honest, low key individuals I’ve ever known.  I’m delighted he chose to build his career at Bell.  Finally, there’s no way we’re 4x higher priced than our competitors.  I have a very good idea of how our pricing compares with our competitors as from time to time customers share written quotes with us.  No doubt our pricing is shared sometimes as well.  Most (if not all) our large competitors are more expensive than we are.  Are we the cheapest in town?  Absolutely not.   You can’t employ the best professionals, use the highest quality materials, give outstanding service and be the lowest price all at the same time.  I know we’re slightly above the middle of the road.  In the end, I feel terribly the customer was not happy with our services but I honestly feel our team did everything in their power to deliver a high quality customer experience.  As such, I don’t believe any refund is due to this customer. [redacted] – Bell Home Solutions

I have received the complaint from the Customer requesting a refund of $103.00 because she felt that we overcharged her, as compared to other Service companies who I assume quoted her their price without actually seeing the problem or knowing that the coil was plugged. As our Service Manager...

explained to the Customer, our Technician spent 2.5 hours going through her entire system and did a complete check and service on her system and came across her a/c coil completely plugged. To clean the coil would have been an extra charge, and she didn’t want to pay for having the coil cleaned.  I still stand by what our Technician and Service Manager have told her.

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

Complaint: [redacted]
I am rejecting this response because: the Bell Service tech refused to come back to our home for a second time (3 -4 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]

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.

Initial Business Response /* (1000, 6, 2015/09/24) */
The customer believes she was quoted for "X", but the work performed was less ("Y"). I tried to explain that this is not true. When the customer requested the shorter option, the tech adjusted the price on the fly bringing the cost down to...

$827 from the start. This is evident on his service ticket / invoice, a copy of which the customer has, as he scratched out the larger number and wrote in the lower number. The customer signed the ticket authorizing the work to be done at that reduced price. Our technician states that before beginning work he confirmed the location of the line with the customer's contractor (a common practice). The customer was not present when this happened. Regardless, when the customer was not happy with the location of the line, we moved it without charging the customer. Our service manager [redacted] gave a $100 price concession as the customer felt inconvenienced with this delay, despite the fact we did what we were contracted to do and for the contracted price. I've attached a copy of the invoice / ticket that shows the lowered price and the customer's signature. I think [redacted] acted appropriately and offered a good solution, and I don't think it's fair that the customers wants us to discount our services to the level of other plumbers who could not do the work. Truthfully, If she didn't see value in our pricing, she should have asked another company to do the work.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are many errors in their response which leads me to think they aren't getting the full and truthful story from their Tech. There were 2 parts to this job, the relocation of the shower pipe and installation of the shower valve and the relocation of the drain making it a shower drain instead of a tub drain. It's the Tub drain part I'll address first as it's the one I was overcharged for. I did sign off on the $827 original invoice on 8/24 and this amount was based on the tech saying the job would be over 5 hours long as the drain had to be brought up to code. I questioned this based on what other reputable plumbers had told me when estimating the work and they never mentioned any code requirement and the Bell Tech said that code had to be met and that's why I agreed to the quoted amount of $827. I was never given a "shorter option" and was told on 8/24 I had no choice that it had to be done to code and that's why it was so expensive. The paperwork they show was signed and quoted on 8/24. It wasn't until he arrived the next day on 8/25 to do the work that he said it wouldn't have to be up to code after all and the job was much simpler and only took a couple of hours. I was still charged the full invoice price of $827. There are 2 items changed on the original estimate signed on 8/24 because the Bell Tech sold me a $100 Bell Value Discount program which brought the original price down from $854 standard rate to $827 Bell Value Rate (saved me $27), this can be seen on their attachment but this was on the original estimate signed on 8/24 before any work was done and before the Tech knew he didn't have to do the code upgrade. So I was quoted for X, paid for X but received Y as I have previously stated. Once the work was done there was no discounting for the smaller job and I asked the Tech to make the adjustment and was told I still had to pay the original job price and if I didn't like it I'd have to call the main office. He also asked me to give him a good review because he was new to the company and needed good reviews to keep his job. I did call the office the next day and spoke to [redacted] who discussed the issue with his Tech and said his Tech told him it was the Contractor's fault. I pointed out that I didn't blame him for throwing my contractor under the bus to save his own job but it wasn't true and I confirmed this with my contractor who was still working on the room and offered to let [redacted] talk to him as well. [redacted] asked me what I wanted to make it right and I told him that based on the job that was done and the time it took felt $200 was fair. I based this on the fact that other plumbers who quoted the job without any extra code work estimated it would cost $400 to do it. I didn't feel it was fair to ask Bell for a 50% reduction so I cut it in half at $200. [redacted] was more interested in talking disrespectfully to me but offered me $100 and I felt this wasn't a fair amount. After all I had to wait to have them come back and correct what they did wrong, I had to delay my contractors work on the shower by 24 hours and I had overpaid for job y as it was quoted for X and I wasn't happy about how it all came about. I asked to speak to someone with authority to approve more and [redacted] said no one would or could so I asked to speak to his supervisor. A day or so later I spoke to someone who said the same as [redacted], that the Tech threw my contractor under the bus and $100 was offered again. I said I felt that wasn't acceptable and ended the conversation. A few days ago I received a check for $100 anyway.
The second part of this job was the relocation of the shower pipe. It was also on 8/24 when I met with the tech (my contractor was also present then) and told him exactly where to put the pipe so it was more centrally located in the shower, he then informed us he couldn't do the work that day as we had scheduled and I was going to be gone the next day so I gave permission for the contractor to let him in. I received several phone calls from the tech while I was at work on 8/25 regarding his arrival time and such yet he never contacted me about putting the pipe in a different position than I had originally requested and then when questioned about it he threw my contractor under the bus saying he told him to put it there. He didn't but even if he had the Bell Tech should have phoned me since I was the person who contracted him for the job and I was the person who told him where to place the pipe. I phoned Bell immediately to tell them of the error and they offered to send someone out in 2-3 days to fix it. Since that wasn't satisfactory to me as I was paying a contractor and this part of the job needed to get done before my contractor could finish the work I asked to talk to a manager and finally they schedule a Tech for the next day. I was there when the Tech arrived (Same Tech who did the incorrect install) I showed him what was wrong and he made a couple of excuses and said he was sorry and would fix it without charge to which I laughed because why would anyone expect me to pay for what I originally asked for. My contractor was present the entire time during this conversation with the Tech and at no time did the Tech say he put it where the contractor told him to and my contractor even told him how to do it since a hole needed to be drilled in the stud to do it as I had originally asked.
Based on a conversation I had with the Bell Tech I think he was in such a hurry to get to his next job and impress his bosses that he didn't take the extra time to move the pipe to it's correct position.
I still feel the $200 if a fair settlement even though other quotes were $400 less. I chose Bell because they were available, I wish now I hadn't done that but hindsight is always 20/20.
In summary, I was quoted for job X, paid for job X yet received lesser job Y with no reduction in price.
Final Business Response /* (4000, 10, 2015/10/12) */
Again, I'm very sorry the customer is not satisfied with the services our tech provided. I believe the technician did what he was requested to do and that the pricing was clear from the beginning. However, in an effort to satisfy the customer I will gladly refund the other $100. I'll see to it that a check goes out to her on this week's check run. [redacted], President, Bell Home Solutions.
Final Consumer Response /* (2000, 12, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm thankful that the company has realized that they overcharged for their services and have offered to pay the full amount of refund as requested. Hopefully they'll take this action into consideration the next time they quote a customer and then don't deliver the service or charge a fair price for the service they do provide. I will look forward to the check in the mail in the very near future and thank the Revdex.com for their part in reconciling this issue

Complaint: 1[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 me. The 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 website. 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.

Revdex.com:PENDING receipt of the REFUND CHECK to be issued to us in full refund of the 351.00 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]

Initial Business Response /* (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 also. I 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 /* (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 pattern. Now we have been told that the remaining work (flooring) won't commence and be completed for another 7-10 days. This remains unacceptable, and I will not consider closing this compliant until ALL work has been completed.
Final Business Response /* (4000, 10, 2015/11/13) */
I visited CWA and toured the construction with [redacted] after to speaking with Al on the phone. Delta 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 16th. I 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 /* (2000, 12, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All work has been satisfactorily completed as of yesterday. Thank you for your help.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I would like to contact them to set up a meeting time.  
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]