Bell Brother's Heating and Air, Inc.

Hello, *** *** called Bell Bros on 2/24/because he was having an issue with his heaterA technician went to his residence at Opossum Way, Grass Valley, CA on 2/25/The technician performed a diagnostic on a year old Carrier heat pump package unit, located on the
roof. During the diagnostic, the suction line service port blew off with the gage manifold suction line hose still connected allowing all of the refrigerant to escapeThe technician found large amounts of oil leaking from the motor and gave Mr*** options on doing several repairs to his systemMr*** decided that he was going to think about if he wanted to invest in all of the repairs needed for his system or get an estimate to replace the system entirely and call us the next week. Bell Bros explained to him that the leak repair would be done at no charge since the service port blew off during our diagnostic. Bell Bros called and left messages for Mr*** on several attempts to try and get the repair scheduled (3/8/17, 3/9/17, 3/10/17, 3/17/17)It wasn’t until 7/28/that Mr*** sent an email stating we killed his system and walked away. By this time he had already had his HVAC system replaced by another company. We feel that Bell Bros did their due diligence by attempting to handle this situation as soon as it happened, to schedule any repairs needed on our end, but had no response from the homeownerNow that the system has been replaced by another company there is no longer a repair needed. Please let me know what our next steps are to resolving this case. Thank you!

In reviewing our records we are unsure as to how refrigerant was lost in her system however, we are issuing a full refundClient has been contacted and is in agreement with this resolution

I am rejecting this response because: After serval missed phone calls, a recorded message was left with the Bell Brothers representative (***) to continue with the persuit of acceptable financing, an itemized bill of services rendered, as well as a new permit to reflect the cost of the equipment onlyAll follow up communication from Bell Brothers to myself to date has been verbal only with the exception of the Revdex.com response

Good afternoon ***, I am aware that you have been in contact with our Sales Manager to address and resolve the issue at handThis is our formal response via the Revdex.com websiteAs of today, our agreement is to replace % of the ducting in your homeHowever, it is our understanding that
payment has already been discussed and you are no longer going through the financing offered and have agreed to submit payment in full by an agreed dateWe look forward to resolving the issue at handPlease feel free to reach out to us once more if you have any other questions. Thank you, Bell Brothers

I am rejecting this response because: The messages they left were to get an estimate to replace the unitThere was not large amounts of oilThere was a large amount after they broke off the nozzle thoughI scheduled an appointment for them to come out and they flaked outI called and they said I think it was *** would call me right back and he never didWith summer coming up I could not wait around cause we already needed out heater after they broke itLooks like I'm not going to get anything out of this claim so was there a review place on your site that I can fill out on no surprise guys? Thanks

Revdex.com:
I have reviewed the response made by the business in reference to my
concern, and find that this resolution is satisfactory to me
I appreciate your attention to this and am sorry it had to go to this level to get Bell to contact me. Not that it probably matters, but there is more information than just the cause of the leak is unknown. But, the main issue is they did contact me, and I have already received the refund from them. I agree this complaint can be closed. Thank you again. *** ***

We will be contacting the customer to provide clarification to their concernsWe will offer to have a installation supervisor to go out and see what the options areWe received a call from the customer on 6/9/letting us know that they has issues with the unitOur technician went out on
6/10/ found that the home had inadequate insulation in certain sections of the homeHere commended an attic fan and a high flow register to improve airflow into the areas but also suggested adding insulationThe client did not pursue thisoption any further and only agreed to have us install the high flow register.We sent out a technician on 7/1/to install a high flow register andafter this was completed, we set up an appointment to have a supervisor out todouble check installation and make sure the system was working properly, andsee what other factors might be in need of attentionOn 7/2/we arrived tothe home but the customer did not allow the supervisor into the homePerclient, everything was fine and they had installed an attic fan themselvesWehaven't had any calls from the client expressing further concerns on the issue.The customer feels that we withheld the recommendation for insulation at thetime of sale in order to charge the more for it laterWhether it had been doneinitially or after the install of the system, the cost would have been thesameIt appears to be a possible oversight on behalf of the sales representative who sold the install. But at no time was there any intention of offering this option at a later time for a higher price. We recognize this was a missed opportunity and we are willing to assist the customer further if needed

Thank you for bringing this to our attentionI have attached the permit. Please let me know if there is anything else I can do on my end. *** *** ***
*** ***
** ***
** ***M: *** *** *** *** *** ** ***

I completely understand where you are coming fromHowever, the responsibility of contacting your home warranty company lies solely on you, as Bell Bros does not deal with home warranty companies on behalf of homeownersAt this point there is nothing else we can do besides continue to serve you as one of our valued customers

Revdex.com, to whom it may concern; On December 31, Miss *** called my office asking for abreakdown of the pricing for the work we had performed on December 30, Myoffice informed her that we would be more than happy to give the breakdown toher insurance company once they called usIn
early to mid January I was givena message to call her insurance company and give them the breakdown for which Idid and left a message on a voicemail with the explanation of the breakdown On January 22, Rudy and I went back out to her residence toreconnect the shower valveAt this time Miss *** let me know that theinsurance company said they never received a call from meI asked her toplease have them call me again and I would be more than happy to give them theinformation. As of February 5, I have not received a call from herinsurance company, I did however receive a call from Miss *** (while I wasout of the office) stating that I she did not receive the breakdown thatevening she would file a complaint with the Revdex.comAt this morning this is the e-mail that I sent to Miss ***:***,Here is the information that I had given to your insurance companywhen I called a few weeks ago. This price breakdown is intended for insurance purposes only: $ Dispatch Fee$ Diagnosis$ Access$ Pipe Repair Miss *** has received the breakdown that she has requested, Iask that you now close this case. Sincerely,*** ***Plumbing Operations Manager

Good afternoon ***, I am aware that you have been in contact with our Sales Manager to address and resolve the issue at handThis is our formal response via the Revdex.com websiteAs of today, our agreement is to replace % of the ducting in your homeHowever, it is our understanding that
payment has already been discussed and you are no longer going through the financing offered and have agreed to submit payment in full by an agreed dateWe look forward to resolving the issue at handPlease feel free to reach out to us once more if you have any other questions. Thank you, Bell Brothers

Our initial visit on 2/25/was for a diagnostic on the system that was not currently working properly. At that time our technician found several repairs needed on the system and unfortunately accidentally did something that caused the refrigerant to escape out of the unit. We did not charge a diagnostic fee for this service because of that incident. Mr*** decided he would call us back the following week to determine if he wanted to get options for a new HVAC unit or move forward with the repairs. Bell Bros agreed that we would repair the refrigerant leak at no charge if he decided not to replace the system, as stated on our invoice. Our office made several unsuccessful attempts for months to reach Mr*** to get this taken care of. It wasn't until 7/19/that he finally contacted our office asking for some kind of reimbursement after he had another company replace his HVAC unit. Bell Broshas never charged Mr*** for anything and was more than willing to make this situation right. We would have even been willing to compensate him if another company did repairs, but because the system was completely replaced, repairs were not needed

*** ***-*** called Bell Broson 9/13/to take advantage of our $87 tuspecial and to see if there was something that could be done regarding an excessive amount of dust in the home. An air conditioning tuwas performed on 9/19/where the technician notated
areas of concern with the system and ductwork. The technician went over options on having the system repaired and also offered to have someone else come out to go over options on replacing the year old HVAC system. *** decided to schedule a time for someone to come out to go over replacement options the next day. At that time, *** signed a contract to have a complete new HVAC system installedBell Brosis a business ran off of integrity and always doing what is right for our customers. There were multiple options presented to *** ***-*** and Bell Brosgot her approval before any work was performed

Bell Bros is scheduled to go out and perform a tuat no additional charge on Saturday 8/12/The homeowner is happy with the resolution

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I don't agree with the "neglect" statement, however I can agree to this solution as long as a different technician does the needed repairI would also, propose the contacts be replaced and I would pay the net price of the contacts and deduct the $from that labor costJust a thought, I will await their response

Bell Brothers has given all of the requested information to the CSLB A final draft of a financial settlement agreement was sent to Mr*** on September 6, and he agreed to review the agreement by Monday September 11, He will then either sign the agreement or give additional feedback to make revisions

I am rejecting this response because: I am rejecting the response that someone came to the house on July The first visit was by a technician who did come out and install a partIt was then that we were told that the house did not have adequate insulation and it was suggested that we install an attic fan which we didWe were also told that we would need to properly insulate the home for the system to work properly at this time. I took time off of work since I had family visiting from July 2nd through the 7th and was homeNo one came to the home at this time and I definitely did not reject anyone saying that my attic fan was working wellFirst of all when I called I was promised that a manager would call me back and schedule an appointment to come outNo one ever called me or my husband and no one came to the houseI thought that there was nothing that I could do until I spoke with a competitor who visited my cousin's house and was told that we should have been told about the inadequate insulation to begin withI was also told by the competitor that when the salesman came out for the walk through this was something that should have been brought upThis I was told, was a ruse to get me to agree to buy the system and then tell me later that the system would not work properly until I spend many more thousand of dollars later to insulate my house alsoWe originally were going to get the system that sits on top of the roof and that may have worked out. But because of regulations with the city it was decided that we needed to get one that would be housed in our attic with the condenser outsideBut we should have been told at that time also since a second walk through was needed for this and doneHave I been told about the insulation issue I would not have agreed to buy such an expensive system which I am still paying off to this day

I am rejecting this response because: After serval missed phone calls, a recorded message was left with the Bell Brothers representative (***) to continue with the persuit of acceptable financing, an itemized bill of services rendered, as well as a new permit to reflect the cost of the equipment onlyAll follow up communication from Bell Brothers to myself to date has been verbal only with the exception of the Revdex.com response

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
They have honored the original quote