Bell Brother's Heating and Air, Inc.

Great Service from Bell Bros. Plumbing, Heating & Air. Kevin B was very professional and nice to work with.

Very knowledgeable & polite

Review: On August 25, 2015, I called Bell Bros to fix my water heater. On August 27 their serviceman came and expected the water heater, and told me that either the pilot assembly and gas control needed to be replaced for $740.00 or the entire water heater (30 or 40 gal) replaced for $2,175.00. I elected the lower cost remedy. On August 29 the serviceman replaced the repair work, but then told me that the "T & P valve" didn't work and that needed to be replaced for another $271.00. He attempted to talk me into a new water heater again. I declined. He said he couldn't replace the T & P valve that day. Later I called and asked that they send another serviceman to replace the valve. On September 4 I checked the water heater and noticed the smell of gas. I contacted [redacted] which came and found a loose pilot nut which the [redacted] worker tightened (same part the Bell Bros serviceman replaced). At that time the [redacted] worker noted that the vent to the roof was disconnected and should be repaired or replaced, another problem the Bell Bros serviceman did not notice or tell me about. When a serviceman from Bell Bros came out to replace the T&P valve, he told me the pipe above it was leaking and it was too dangerous to replace, another problem not noted on the first visit. I called Bell Bros about this, and a woman said a manager would call me within the next 4 hours--that didn't happen. I called the office again, and the woman again tried to get me to buy a new water heater. By that time I was done doing business with Bell Bros, which seemed to be trying to take advantage of me, and only wanted to sell me a new water heater that I considered overpriced.Desired Settlement: I want Bell Bros to finish the job for the originally-agreed upon price, $741.00. If there were other problems with the water heater, that should have been noted by them at the outset. They told me they could repair the water heater for that price, and they should take the responsibility for their own carelessness or negligence for failing to recognize there were other repairs that would need to be done for the water heater to work properly.

Business

Response:

Bell Bros Plumbing, Heating and Air went out to [redacted]' residence on 8/27/15 because her water heater was not staying lit. The plumbing technician found that her water heater was at least 11 years old in a very dirty outside closet filled with cobwebs and dust. He determined that the gas control and pilot assembly were bad and needed to be replaced. He quoted Ms. [redacted] the price of $741 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 it. Ms. [redacted] decided to go with the repair. The technician came back on 8/29/15 and replaced the parts. He had to shut the temperature and pressure valve off to replace the parts and then determined that the valve was also broken. Bell 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 leaking. This is why we did not know the valve was not working on the initial visit. Our technician then gave Ms. [redacted] the option of replacing the valve for $271 and she said she wanted to have it replaced. Another plumbing technician came out to replace the valve on 9/3/15 and Ms.. [redacted] became irate and told the plumber to leave. The plumbing manager called Ms. [redacted] on 12/21/15 in regards to this complaint with the Revdex.com. she claimed that she didn't know about the complaint and Bell Bros needed to talk to her brother, Ralph [redacted], who handles everything for her. She said that he was in Mexico on vacation for the week and would not be home until Monday 12/28/15. The plumbing manager attempted to call Mr. [redacted] on 12/28/15 and left a message on his home number.

Tim Ortiz (service tech) did a great job. He was very thorough in doing the annual maintenance inspection and took care of all issues that needed updating and/or fixing.

I have to say that my first experience with Bell Brothers was excellent. From a needed repair of existing system, then to the proposal of a new system all the way through installation was great experience. Trevor G[redacted] - Senior Design technician was very professional, knowledgeable and friendly. He provided us many options to choose from and took his time explaining all the details from the mechanical aspects through the financial aspects. Then scheduling a new HVAC install was very quick. We had expected a 2 day job due to the fact we chose to do zoning for our 2 level house, but I was impressed to see the job completed in just one day. The install team: Samuel K, Ernesto C, Anthony M, Zach, M and Sergio (5 man crew) worked excellent as a team and the were very courteous and clean and on time. They went above an beyond to do extra work. I especially liked the fact that there were no sub-contractors. Pricing was competitive but the Customer Satisfaction and the NO surprise policy they have is what really impressed me. I would definitely refer this team and this company. - In hopes that every person mentioned in this review sees my comments - THANK YOU for the outstanding service and wishing everyone happy holidays. It will be a nice warm Christamas

Ed called and said what time he would be at my residence and was actually there on time, very presentable, outgoing and professional. Very respective of my home, went over everything he did and explained it, answered my questions and I would recommend everyone joining the Bell Brother's Club Membership program. I am so glad that I did.

I had my HVAC system replaced recently. It took them two days, but they were able to complete all of the work in the time they quoted us, even though they ran into numerous obstacles. They ended up having to replace a large section of duct work at no additional charge to us (it wasn't part of the original inspection and estimate). They worked almost non-stop both days, were very respectful, and were really good about cleaning up afterwards. Overall the experience was very good and I would recommend them even if you are just looking for someone to inspect your system. They were also very honest with all of their recommendations and assessments (I verified with several other people) - I didn't feel like I was being pushed into buying something or gouged on price.

Trevor Gannon, Marshall, Jeff and Aaron did a wonderful job with my heating and air conditioning replacement. I haven't had heat in 2 years and Trevor explained all of my options to me. The tech team with Marshall, Jeff and Aaron arrived at 7:20 the next morning and worked tirelessly until 6:30 at night. The tests that were run by a third party at the end of the day were excellent. Everything was explained in detail for me. The tech team had a very long day but were super polite and answered any questions that I had. Trevor and Marshall texted back and forth all day making sure that everything went smoothly. I am very impressed with Bell Brothers!

Kevin B[redacted] with Bell Brothers showed up on time, diagnosed the problem, gave me options, listened to my concerns, and then fixed issues. Super work!

Bell Brothers Plumbing, Heating & A/C has serviced our A/C & Heating units for over 10 years with expert Technicians. They are always professional, knowledgeable and always on time. Jason B has been our technician a couple of times and he always takes the time to explain what he is and will be doing and has the answers to any question we have. We highly recommend them to our friends and family.

Bell Bros has done my heating and air conditioning maintenance for the last 2 years. I have always been satisfied with the service. My maintenance Technician this time was Louchio S. I found him to be friendly but professional. He did the maintenance, explained what he did and asked if I had any questions.

Started with Brian B's evaluation, then Josh P, Samuel B, and Nick B installation. Arrived on time, exchanged morning pleasantries, then got right to work until done. Super professional and successfully installed, in and out! Thanks guys

very professional and knowledgable

February 23, 2016
Dear Bell Brothers,
We are supremely satisfied with the outstanding service we received from your company with the design, installation, equipment,and association with your service employees during our recent purchase of a heating and air conditioning system for our home. When our previous system broke down your service representative, Jesus, did a thorough diagnostic work up on our system as well as inspected our 34 year old duct system. He explained what repairs were needed, and showed us evidence (photos)that the duct work needed to be replaced as well. Since we decided to replace the old unit and ducts, he repaired the old unit immediately but did not charge us for the service visit or repairs. Bell Brothers sent a Design Consultant specialist, Mitch,to our home the next day. He repeated all of the inspections of the H/A unit, ducts, insulation, and measured the interior space in our home. He determined that with new equipment, ducts,and insulation we could save money because of the more energy efficient products. He also recommended that we could replace both of our existing units (a 5 ton AND a 2 ton)with one new 5ton
unit to save additional money for the equipment and the energy cost of running two units. He designed a "zone system" for our home. He discussed the Bell Brothers "No Surprise" post install process. Finally, Mitch enrolled us in all of the rebate programs for which we qualified which also helped us save more money.
Your installation crews (Nick O., Matt P., Jeff D., Zack)were outstanding in all ways. They were punctual and diligent. They worked without disturbing us, we're always polite and courteous, and were respectful toward our property. They cleaned up every day at the end of a shift. The crew supervisor was very knowledgeable about our job. He informed us of the progress each day and explained any changes that were needed to meet the design elements. We were so impressed with the long hours of hard work that the crew did in the cold, dirty, tight, smelly spaces.
We are so happy to be comfortable with the heating and air conditioning in our home. Thank you for the great job and service.
Sincerely,

[redacted] did a great job!! [redacted] and[redacted]

Kevin and Kyle came out to look at my hvac and we decided to go forward with the system and a whole house fan. These guys are awesome, funny and kind. I appreciate the service that I received from them. THANK YOU KEVIN AND KYLE

Review: December 22,2014 I saw water on my porch. I didn't think anything of it until Monday 12/29/15 when there was more water on the porch. First I contacted a roofing company they told me it wasn't the roof. They suggested calling a plumber.I called Bell Brothers Heat Air & Plumbing they were recommended to me. They did come out, had to open the wall to get to the leak all they did was disconnect the lines and cap them off. The plumber did not even notice there was mold within the wall and left with just a paper cloth covering the hole. Five Star restoration was called to clean up the mold and Sierra Environmental Testing gave a certificate of completion of air quality. I had to call Bell Brothers back again to get them to come out and reconnect the line that should have been done in the first place. My insurance company could not proceed until the line was fixed properly. My home owners insurance requires a breakdown of costs. Needless to say I was given an invoice that had no breakdown of costs. I have contacted Bell Brothers numerous times by telephone trying to get the breakdown with no results. The manager of the plumbing department told me standing in my house he has the breakdown all the insurance company has to do is call them. My insurance company has contacted Bell Brothers numerous times also with no results not even a return phone call. Due to this I have to come up with $500.00 to pay my copay in addition to the $599.95 I have already paid Bell Brothers because they will not give me a breakdown of their costs. My advice to anyone looking for a plumbing company to stay far away from Bell Brothers because they do not stand behind their word.Desired Settlement: I and my insurance company need a breakdown of the cost so we both know what my copay will be so the insurance company can refund my money. They will not until they get the breakdown. Also I'm trying to refinance, I need an appraisal and I can not have an appraisal until the bathroom is completed. Bell Brothers is holding everything up and just may cause me to lose my refinance and that will cause me to lose $200.00 per month. If I am lucky enough to extend it they need to pay the extra fees.

Business

Response:

Revdex.com, to whom it may concern; On December 31, 2014 Miss [redacted] called my office asking for abreakdown of the pricing for the work we had performed on December 30, 2014. Myoffice informed her that we would be more than happy to give the breakdown toher insurance company once they called us. In 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, 2015 Rudy and I went back out to her residence toreconnect the shower valve. At this time Miss [redacted] let me know that theinsurance company said they never received a call from me. I asked her toplease have them call me again and I would be more than happy to give them theinformation. As of February 5, 2015 I have not received a call from herinsurance company, I did however receive a call from Miss [redacted] (while I wasout of the office) stating that I she did not receive the breakdown thatevening she would file a complaint with the Revdex.com. At 0806 this morning this is the e-mail that I sent to Miss [redacted],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: $49.95 Dispatch Fee$125.00 Diagnosis$175.00 Access$250.00 Pipe Repair Miss [redacted] has received the breakdown that she has requested, Iask that you now close this case. Sincerely,[redacted]Plumbing Operations Manager

Consumer

Response:

I am rejecting this response because: On Dec .31, 2014 I requested

Review: I called Bell Brothers because I was interested in installing an HVAC system in my home. I am a caretaker for my father-in-law who has health issues and didn't want him to suffer through the summer and winter. The salesperson came out and did a walk through of my home a couple of times before I decided go ahead with it. We had the system installed on 5/19/14. The system worked fine for a week then we really started not feeing cold air in the home. I called Bell Brothers and they sent someone out to take a look. I was told that my home did not have adequate insulation for the unit to work properly. We added an attic fan and still was not feeling relief. On a 100 degree day our home felt like a sauna even with the air on. I called Bell Brothers a third time and was told that they would have a manager call and set up a time to come out and take a look. That never happened. Overall we had the most miserable summer with a $12,000 unit that didn't do anything for us. A relative of mine have a home about the same age as mine and called another HVAC company to inspect her home for a unit and was told up front that her home needed adequate insulation for a system to work properly. She decided not to get it because of the cost. If Bell Brothers would have been honest from the beginning I would not have spent that kind of money for something that doesn't work. What's worst is I don't have the money to insulate my home to make this unit work properly. I feel that this is false advertising on their part for telling me that having the unit would make my home so much more comfortable. I was a lot more comfortable with my window ac unit and wall heating unit. Both units were taken out after the installation. If the heating does not do well for the winter I would have to seek legal help for paying for a $12,000 system that does not work.Desired Settlement: I would like an explanation as to why the people who came out neglected to tell me even after inspecting the house that the unit would not work well since I did not have adequate insulation. Instead they saw the kind of money they would make and decided to tell me after the fact that the unit would not work well unless I had adequate insulation. I would have kept what I had before the unit was put in. I would like a refund if possible or some help insulating my attic for the unit to work.

Business

Response:

We will be contacting the customer to provide clarification to their concerns. We will offer to have a installation supervisor to go out and see what the options are. We received a call from the customer on 6/9/2014 letting us know that they has issues with the unit. Our technician went out on 6/10/2014 found that the home had inadequate insulation in certain sections of the home. Here commended an attic fan and a high flow register to improve airflow into the areas but also suggested adding insulation. The client did not pursue thisoption any further and only agreed to have us install the high flow register.We sent out a technician on 7/1/2014 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 attention. On 7/2/2014 we arrived tothe home but the customer did not allow the supervisor into the home. Perclient, everything was fine and they had installed an attic fan themselves. Wehaven'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 later. Whether it had been doneinitially or after the install of the system, the cost would have been thesame. It 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.

Consumer

Response:

I am rejecting this response because: I am rejecting the response that someone came to the house on July 2. The first visit was by a technician who did come out and install a part. It 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 did. We 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 home. No one came to the home at this time and I definitely did not reject anyone saying that my attic fan was working well. First of all when I called I was promised that a manager would call me back and schedule an appointment to come out. No one ever called me or my husband and no one came to the house. I 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 with. I was also told by the competitor that when the salesman came out for the walk through this was something that should have been brought up. This 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 also. We 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 outside. But we should have been told at that time also since a second walk through was needed for this and done. Have 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.

Consumer

Response:

I have received a call from Bell Brothers and scheduled a time for them to come out and take measurements on the house. The technician came out in Monday October 27 th and I am still waiting to find out what needs to be done as far as insulation.

Business

Response:

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

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

Great job, and great customer service!! Very informative and professional!

We had our regular air conditioning maintenance today and the technician detected a loud noise when the fan was on, so he requested a more experienced technician to come and check it out. Luis C. came within an hour the same day. He was very personable. He quickly diagnosed the problem and repaired the unit in a timely manner.