Bell Brother's Heating and Air, Inc.

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.

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

I apologize for the delay in responding to this, I was not receiving email notifications to respond to this complaintOur service manager *** *** has called and left a message for the homeownerOur plan is to schedule a field supervisor to the customer's home to verify the other company's
findings to determine the next step

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
I am awaiting the call from Bell Brothers and hope that the insulation will help especially now that it is getting colder

I am rejecting this response because:Recordings only show what they want you to hearThe is that was after they worked on the unit so it has no bearing on what happenedThey only give partial informationSuch as, he doesn't mention that the previous service was TEN YEARS ago as I specifically told the technicianConveniently left out because it doesn't fit their story.The facts are:The system was working before the technician arrived.It was working while he was here.It didn't work after he worked on it.No one else touched the system.The only thing was it wasn't as cold as it used to be, now it doesn't work at all of the technician.The only "recommendation" came after he rendered the system useless and that was to replace "everything"

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!

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

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

We will be calling to schedule the insulation of the areas found during our visit at the home with out supervisorThis will be done at no charge