Bell Brother's Heating and Air, Inc.

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

When our technician arrived, he immediately found a badly burned out contactor and capacitor on the outdoor unitThe technician went back to the customer to explain the issues he had foundHe informed the client that due to how badly the contactor was burned, a electrical short occurred during his
inspection that caused the transformer to burn out as a resultA contactor will never shock to the touch unless it is in extreme disrepairThe technician informed the customer of the situation and the customer declined to make any corrections at the time of the visitIt is interesting that he mentioned having an issue with the recommendation for a leak searchIn the call recording provided in this response, the customer mentions in his initial call that the refrigerant lines were damaged during a project with another company and that he believes that it may be low on charge as a resultThe customer called our office again that day and voiced his complaint about the issueIn the second call recording attached to this response, he explicitly declines several attempts to have a technician out to assist in resolving the problemI personally spoke to the customer on 6/19/and explained that the reason for the failure of the system was a badly damaged contactor that shorted out, causing the transformer to fail as well.The customer was very rude and beligerant and did not allow for a calm and logical conversation.This customer began to use offensive and foul language and at that point he hung upWe offered many opportunities to help this customer but he declinedthe system failed due to a variety of reasons1) the system was in extreme disrepair lacking proper maintenance as recommended by the manufacturer2) the unit is a day and night system years oldThe parts in question are original to the unit and are way beyond the life expectancyCombining this fact with the lack of maintenance on a system of this age, shows not a lack of experience on the part of our technician, but a lack of diligence on the part of the owner to properly maintain his unit.In his analogy of having to tow your car home after a visit with a mechanic, that is to be expected if one does not follow the recommendations from the mechanic and make the needed repairsbut choosing not to make the needed repairs, does not make the mechanic responsible for the underlying issues that caused the failure in the first placeBased on the information and recordings provided, we feel that we have sincere effort to attempt to help this customer outat this time we ask that Revdex.com review the evidence and advise on a course of action

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and we are continuing to work on finalizing a resolutionWe received a refund of $from Bell Brothers (BB)They are replacing a furnace for free that the technician originally had stated had a crack and he failed to follow company's policy of getting a supervisor to confirm the crackBB sent the tech and a supervisor to confirm the crack which they were not able to doSo according to BB's policy, the furnace will be replaced for freeWe are waiting for the installation appointment to be made.Thank you for your attention to this issue.*** ***

Good afternoon, We are currently in the process of resolving the issue at hand with Ms***Our Install Manager, *** *** has communicated directly with Ms*** and we are working to completely replace her destroyed awning - either replacing it ourselves or working with a third party
to do so.Please let me know if there is anything else we need to complete at the moment.Thank you!

Good afternoon, We are currently in the process of resolving the issue at hand with Ms***Our Install Manager, *** *** has communicated directly with Ms*** and we are working to completely replace her destroyed awning - either replacing it ourselves or working with a third party
to do so.Please let me know if there is anything else we need to complete at the moment.Thank you!

I am rejecting this response because: Because of the words that transpired in the initial conversation with said Bell Brothers (BB). According to ***, there is a voice recording made of the initial conversation that asks the caller whether they have homeowner's insurance, as they DO NOT work with them. I told BB that the insurance was irrelevant at this time for a cleaning; that was my responsibility. *** as well as supervisor offered to provide me a copy of this voice recording where I accordingly denied wanting to use my insurance because *** said "due to the insurance only sends people to put a bandaid over the problem, or are too long in servicing, and further do not expect to replace HVACs." I replied to *** saying that a decision whether to use my insurance company was mine to be made, NOT BELL BROTHERS. Things got complicated after my reply to ***; 'tis why I asked to speak with a supervisor. This is all about stating the truth to me, and also about hearing my needs. I felt and still fell overlooked by Bell Brothers in respect for my decision making to REPLACE a system that only needed REPAIRING. I simply would have had a repair job done for a lot less money by my carrier. No one was listening and I got trapped

Bell Bros Plumbing, Heating and Air went out to *** ***' residence on 8/27/because her water heater was not staying litThe plumbing technician found that her water heater was at least years old in a very dirty outside closet filled with cobwebs and dustHe determined that the
gas control and pilot assembly were bad and needed to be replacedHe quoted Ms*** the price of $to replace the parts and went over the option of replacing the entire water heater with a new one due to the age and conditions of itMs*** decided to go with the repairThe technician came back on 8/29/and replaced the partsHe had to shut the temperature and pressure valve off to replace the parts and then determined that the valve was also brokenBell Bros has a policy not to touch the temperature and pressure valve on an old water heater unless absolutely necessary because there is a high risk of it leakingThis is why we did not know the valve was not working on the initial visitOur technician then gave Ms*** the option of replacing the valve for $and she said she wanted to have it replacedAnother plumbing technician came out to replace the valve on 9/3/and Ms*** became irate and told the plumber to leave. The plumbing manager called Ms*** on 12/21/in regards to this complaint with the Revdex.comshe claimed that she didn't know about the complaint and Bell Bros needed to talk to her brother, Ralph ***, who handles everything for herShe said that he was in Mexico on vacation for the week and would not be home until Monday 12/28/The plumbing manager attempted to call Mr*** on 12/28/and left a message on his home number.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and we are continuing to work on finalizing a resolutionWe received a refund of $from Bell Brothers (BB)They are replacing a furnace for free that the technician originally had stated had a crack and he failed to follow company's policy of getting a supervisor to confirm the crackBB sent the tech and a supervisor to confirm the crack which they were not able to doSo according to BB's policy, the furnace will be replaced for freeWe are waiting for the installation appointment to be made.Thank you for your attention to this issue.*** ***

*** ***-*** 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

Consumer called saying the inspection had passed and complaint can now be closed as resolved

I apologize it is not a clearer copyIt is a carbon copy piece of paper which does not always scan wellIt is not in our possession yet to mail outI hope to have it next week to mail to the customer

I have received a call from Bell Brothers and scheduled a time for them to come out and take measurements on the houseThe technician came out in Monday October th and I am still waiting to find out what needs to be done as far as insulation

I am rejecting this response because: On Dec .31, I requested

Bell Brothers has reviewed the client's response and agree to proceed with the work as suggestedwill be contacting the client to proceed as agreed by both partieswe ask that Revdex.com close this complaint at this time

Bell Brosstands by their "No Surprise Guys" motto- meaning the price we quote is the price you payWe are currently working with this homeowner to resolve this situation and make the necessary refunds

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

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

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

We are willing to refund the customer back the $he pair to have our technician out and diagnose his failed systemGetting the system up and running would require the replacement of several other parts that were the cause of the failure in the first place, mainly a burnt and pitted contactor that caused electrical damage to the transformerWe are willing to replace the transformer at no chargeWe will not guarantee the systems function beyond that due to the Numerous other issues that the unit hasIf the customer decides to accept this solution, he understands the system may or may not remain functional afterwardsWe are willing to accept the possibility that we caused the failure of the transformer, but the client must accept the responsibility of having neglected the system and contributed to the problems due to lack to maintenanceWe feel this is a reasonable solution that is fair and balanced for all parties involved

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. *** ***