Bell Brother's Heating and Air, Inc.

Our technician was very friendly and polite, completed the work in a timely way and did an awesome job. There was a problem with the thermostat after he replaced the batteries and so he put in a new one for no charge. The service was great!

We had a new AC and heater replaced and everyone was excellent we highly recommend this company...

Matt H[redacted] did an excellant job here.

My HVAC technician, [redacted], was excellent with my service call on 1/16/16. Thorough, informative, helpful.......outstanding!

Great team, on time, efficient. had my old heating and ac system removed and replaced in 6 hours. the heat is back on in the house and we are ready for the summer when it comes again. Technicians, Rickey, Christian and Nick di an awesome job with the removal, installation and cleanup. I would recommend Bell Brothers to anyone that needs heating, air or plumbing needs. Thanks Bell Brothers!

Review: I requested a check of my HVAC system and a "technician" was dispatched to my home on Friday, June 19th, 2015. My system was functioning fine, except the air was not as cold as the last time I used it. The person arrives and checks the interior system, then proceeds to the outside unit. before he arrived, you can lower the thermostat and the fan kicks in. It did this while he was there, however, outside, he pushes the switch in on the unit and shocks himself, dropping his clipboard. he then uses a screwdriver to push the swicth in and the unit comes on, fan running. He does this several times and then tells me the contacts are bad (now they are), my transformer is burnt out and I have a leak in my system. all this was diagnoesd with a screwdriver. He then tells "I wouldn't put a dime into this system". Gets a I little upset when I decline the repair and tells me "it's not going to work any more".What kind of service is this? I want my system put BACK to the operating condition it was in when he arrived. At least it would turn on.I have called several times, last Friday (was told someone would call me tomorrow) no call on Saturady. I call Saturday, no one is there to talk to me. no one calls Monday. I call again Tuesday, some will acll in the morning (today) still no call.Some kind of company that refuses to return phone calls and leaves my system in worse shape than when they arrived.Sort of like driving your car to a mechanic and having to have it towed home.Desired Settlement: Put my system back to the condition it was in when the "technician" arrived. it would turn on and he could turn it on. Now it doesn't since he "worked" on it.

Business

Response:

When our technician arrived, he immediately found a badly burned out contactor and capacitor on the outdoor unit. The technician went back to the customer to explain the issues he had found. He 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 result. A contactor will never shock to the touch unless it is in extreme disrepair. The technician informed the customer of the situation and the customer declined to make any corrections at the time of the visit. It is interesting that he mentioned having an issue with the recommendation for a leak search. In 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 result. The customer called our office again that day and voiced his complaint about the issue. In the second call recording attached to this response, he explicitly declines several attempts to have a technician out to assist in resolving the problem. I personally spoke to the customer on 6/19/2015 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 up. We offered many opportunities to help this customer but he declined. the system failed due to a variety of reasons. 1) the system was in extreme disrepair lacking proper maintenance as recommended by the manufacturer. 2) the unit is a day and night system 29 years old. The parts in question are original to the unit and are way beyond the normal life expectancy. Combining 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 repairs. but choosing not to make the needed repairs, does not make the mechanic responsible for the underlying issues that caused the failure in the first place. Based on the information and recordings provided, we feel that we have sincere effort to attempt to help this customer out. at this time we ask that Revdex.com review the evidence and advise on a course of action.

Consumer

Response:

I am rejecting this response because:Recordings only show what they want you to hear. The is that was after they worked on the unit so it has no bearing on what happened. They only give partial information. Such as, he doesn't mention that the previous service was TEN YEARS ago as I specifically told the technician. Conveniently 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".

Business

Response:

We are willing to refund the customer back the $79.95 he pair to have our technician out and diagnose his failed system. Getting 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 transformer. We are willing to replace the transformer at no charge. We will not guarantee the systems function beyond that due to the Numerous other issues that the unit has. If the customer decides to accept this solution, he understands the system may or may not remain functional afterwards. We 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 maintenance. We feel this is a reasonable solution that is fair and balanced for all parties involved.

Consumer

Response:

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 repair. I would also, propose the contacts be replaced and I would pay the net price of the contacts and deduct the $79.95 from that labor cost. Just a thought, I will await their response.

Business

Response:

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

Consumer

Response:

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

Prompt service, arrived right on schedule. Obvious technical expertise. Explained everything in non-technical terms. Extremely pleased.

[redacted] from Bell Brothers serviced my system from them. Felt comfortable having him in my home. He was professional- polite- and valued my time. I would recommend this company to any one and feel good about doing it.

Excellent service! Technician was knowledgeable and resourceful.

The organization kept us informed about the timing of the service call.

The technicians Solomon and Luis were on time, polite, and professional in the execution of their work.