Complaints

This profile includes complaints for Bell Brother's Heating and Air, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bell Brother's Heating and Air, Inc.

  10555 Norden Ave Mather, CA 95655-4111

  
• 

  Bell Brother's Heating and Air, Inc.

  1254 Dupont Ct Manteca, CA 95336-6003

  
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  Bell Brother's Heating and Air Inc

  5040 Commercial Cir Concord, CA 94520-8572

  
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  Bell Brother's Heating and Air Inc

  3266 Investment Blvd Hayward, CA 94545-3807

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Bell Brothers install a new furnace, and air conditioner unit in my home. They quoted 3 days to complete the job. It took almost 2 weeks to install the units. Now I'm a month from when they installed and haven't gotten all the paperwork to finish the permits. I had several of their workers that had come into my house that were very disrespectful. I was told that I would get a one year maintenance agreement, I haven't gotten any information on that. I have had to call the company for everything. I feel that I have spent lots of money to be very frustrated with the quality of work done by this company. I feel I should get some kind of refund from all the work I have done to try and get this job completed. I also want them to finish the job.

  

  Business Response

  Date: 11/06/2023

  We would like to extend our sincere apologies for the difficulties you experienced during your recent interaction with Bell Brothers. Your feedback is of utmost importance to us, and we have taken your concerns seriously to address the issues you raised. We understand the frustration you felt due to the extended installation period. We have reviewed our processes and made necessary improvements to ensure future installations are completed more efficiently. We take the behavior of our employees seriously and have taken corrective action to ensure that all our workers maintain the highest level of professionalism and respect while working in our customers' homes. In order to demonstrate our dedication to ensuring your satisfaction, we are delighted to ***** you 5 replacement filters and a complimentary 5-year membership. An email confirming the membership status has been sent, outlining the various benefits related to our services. We acknowledge that your recent experience did not align with our typical high standards, and, as a gesture of goodwill, we have issued a $500 refund to compensate for the inconvenience and frustration you encountered.

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unreasonable demand from Bell Brothers when I called and to inform them not renewing the membership. They demand that I call back after November 28,2023 (one year since the original sign up date) and before the next billing cycle begins (which is December 25, 2023).I request that in writing which they only sent me the membership policy and the original work order signed agreement. I cannot find anywhere in those documents stated the above requests when I do not want to renew the membership. I cannot find anything also on their website either. I felt that this company is tricking me to pay for the membership continously without means and ways to terminate. I also find this company very disingenous when they told me the problem of my water heater and other plumbing issue which will cost over $10K to fix while I found another plumber that fix the issues in less than $400.

  

  Business Response

  Date: 10/23/2023

  Thank you for contacting our Internal Operations Manager via email regarding the cancellation of the monthly membership with Bell Brothers. After you expressed concerns about any potential additional charges and sought clarification on the resolution, our Internal Operations Manager provided clear explanations, and you ultimately accepted the proposed resolution, resulting in the cancellation of the membership effective October 23rd, 2023 without any further charges. A confirmation was also sent via email once the cancellation was completed. We appreciate you allowing us the opportunity to work with you on this matter. 

• Initial Complaint

  Date:09/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/11/2023 I had an appointment for an estimate to fix my leaky faucets on 2 bathroom showers. Was quoted $3000 but they would have to cut into 2 bedroom walls and repair them from behind. I did not want my walls cut and was given another option of a total house repipe where they would go up from under the house into the walls and remove the old pipes & replace with new **************** They also would throw in a new water heater for free so my whole system would be new even though there was nothing wrong with mine. I was told this free water heater would be better than the one I currently had and they would even pay me $600 for my current one. I agreed verbally to the quote of $20,729 and was told I would receive a detailed ******************* via email. I let them know I was leaving for a 3 week vacation the next day but my daughter would be here to let them in. They began work on 7/24 & finished 7/27 they were paid in full and said they would email the receipt. I returned home 7/31 and was upset that they had cut into my walls anyways, had ran every sink and toilet up through the floor and not my walls, and had not removed the old pipes. I also saw on the receipt my daughter had that they had charged me over $4700 for a new water heater! A manager came out to inspect there work and said he didnt know why they went up from the floors they never do that and it would be fixed. I was at work when they came to fix things on 8/17/23. Returned home and saw they had fixed the sinks but not the toilets & was told it was in this mystery contract I had still never received, approved, or signed. They then falsified a document, forged my ******************** and claimed it to be valid despite the wrong year being on the date. They also gave me a generic estimate which was also forged with initials and signature. You will notice that on the application for the building permit it states under house through walls and nothing of up through floors. Water heater is faulty.

  

  Business Response

  Date: 10/03/2023

  On September 26th, Bell Brothers had *****, the plumbing warranty technician go out to address the issues with the water heater that was installed. ***** found that the water heater had a faulty gas control valve and was able to replace the part under warranty. The water heater was tested and operational upon departure. The plumbing manager, ***, followed up via phone call on October 3rd to address any further concerns pertaining to the plumbing project and was able to confirm with you that they have been resolved. 

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installed 4 ton unit , they have been out ********************************** June of 2022 and I am still having problems with it. I am not at all satisfied with the unit or their ability to service it.

  

  Business Response

  Date: 09/05/2023

  On August 21st, 2023 we had our Service Manager, *****, out to the home to address the issues with the system we installed in June 2022. We confirmed during the appointment that the system was cooling with a 21 degree temperature split and was operating exactly as it should. The ductwork is in good condition, however, a high static pressure was noted when the filter was in. A possible solution to this issue was offered to enlarge the return ducts and install a 2 inch filter to bring that static pressure down and allow more airflow. While ***** was at the the home, the system reached a set temperature of 69 degrees and within 10 minutes, the temperature in the home jumped back up to 71 degrees. We were unable to confirm insulation levels at the time of the visit, but ********************** confirmed they are adequate. After thorough review ***** determined that the home was built in **** and there is a likely possibility that the home in general has issues with holding and maintaining temperature. It was confirmed that the system is operational and performs well on normal days, however, on days over 100 degrees outside, it's running more often to keep the home cool. This is likely to be due to the age of the home and the inside air escaping through drafts. On September 5th, 2023 we sent an install crew out at no charge to enlarge the return ducts and install a 2 inch filter to bring the static pressure down and allow more airflow. We appreciate your patience and hope that going forward, your home is more comfortable for you and your family! 

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bell Brothers replaced my air conditioning unit a year or more ago. But in April noticed my ceiling in my hallway bathroom was leaking. I had someone come look at where it was leaking. Found the roof was not patched up when they removed my old unit. I called them to ask if they would come out to repair the damage. They did replace the insulation but I had the ceiling replaced. They promised to come out and replace the wood that had water damage. I made several calls and was told by (****) the insulation manager someone would contact me. The last interaction I had was *** of this year. I paid over $15,000 for the unit, permits and all other related items. I would like them to complete the job. Replace the water damage wood in the attic.

  

  Business Response

  Date: 08/30/2023

  We apologize for the miscommunication and delays in getting the water damage addressed. We sent a roofing company out to repair the roof and the wood damage caused by the leak, we received confirmation from them on 8/23/23 that all damage has been fixed. 

  Customer Answer

  Date: 08/30/2023

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

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I invited a Bell Brothers technician named ****** into my home to do a $77 tune up. Within days after his inspection was completed I noticed my home wasnt as cool as before floors and furniture were warm. I had NEVER before in nearly five years felt this uncomfortable in my home. I called Bell Brothers and requested a different technician to see what the problem was. They told me the same technician would have to return. My appointment was for 830am because of a dispatcher mix up ****** didnt arrive until after 230pm. Within ten minutes he told me the system mustve sprang a leak and had lost 80% of its charge in less than 7 days since hed been at my house. On his initial visit he stated the system was working as good as could be expected for its age and that he couldnt say rather it would fail tomorrow or in ten years He then told me to call him directly so he would pick a technician to return to configure an new $20K or more hvac and ducts. Prior to this Bell Brothers technician doing a tune up I had never had one issue with the system. Normally both the furnace area in the garage and the condenser in the back yard were warm now they are both cold. The system that has always worked great now spews only warm air from the registers with instances of cold air. I turn it on and watch the temperature on the thermostat go up! Before it emitted wonderfully crisp cold air from the registers every time I turned it on.Based on the fact I have lived in my home for close to five years with this hvac system working great without one issue and all of a sudden it just crashes with minimal use as I havent been home much during the day while temperatures were high is very strange and peculiar to me. I am convinced this Bell Brothers technician who could not identify where this leakage was did something wrong during the $77 tune up rather accidentally or purposely. Neither him nor Bell Brothers offered any kind of resolution except a new hvac system.

  

  Business Response

  Date: 07/20/2023

  We are so sorry that the air conditioning system stopped working after ************** worked on it.  We sent out a manager on 7/19/23 that was able to repair the system and get it cooling and operational again. 

  Customer Answer

  Date: 08/03/2023

  I am rejecting this response because:

  Please See prev complaint # ********. Initially I thought Bell Brothers was sending their general manager ***** out to as he stated fix whatever issue there was in relation to what their technician had done to render my hvac system to emitting only warm air. ***** told me he found a part which had likely been broken by his technician. Within days of ****** visit another technician named *** came out to my home yesterday 8-1 for the SAME reason. Warm air coming from my registers AGAIN. *** said he found a leak not related to what ***** fixed I told *** that ***** did not fix anything. According to ***** he had replaced the part. Apparently this new broken part King ***** is NOW leaking.. within centimeters of the part ***** told me he replaced but theyre not related in terms of being compromised by interaction. 

  Within two weeks since the initial technician came out to do a routine $77 tune up two different leaks occurred is what Bell Brothers is telling me now. That it is a coincidentally within days of each technicians visit the refrigerant in my hvac system had All leaked out. This after working great since I moved into my home five years ago. 

  I do not believe that it is coincidence my hvac system has not worked normally since the first Bell Brothers Technician left my home in July. For this reason and the assurance I received from the general manager my original complaint should rightfully be reopened. 

  It should be noted that neither the first or second Bell Brothers technician found this King ***** leak and that all three connected their test equipment to the same part or valve at the condenser outside. I have pictures from my cameras outside. 

  To the BBB. It is not enough that my family and I have not had consistent working AC for the last two weeks in the hottest month of the year here in ********** but Instead of taking responsibility for what is obviously NO coincidence Bell Brothers is now trying to avoid responsibility for the issues Ive had with my hvac AC since their first technician initially left my home in July. That technician found no issues with my system. 

  My hvac system has worked great and without issue since I moved into my home. I opted to have the routine tune up done as I had done before two years ago without issue or sales pitches. 

  From my perspective since the result is the SAME as it was after the initial interaction by their technician a broken part ,loss of refrigerant and cold air the problem was never resolved. Bell Brothers general manager ***** assured me it would be. 

  The third technician named *** told me hed found another leak and the repair would cost $3400. 

  To the BBB. 

  I know this company has a good BBB rating but from the initial visit until now this has not been a good business or service interaction. 

  The whole matter has me lacking trust for Bell Brothers. To this point they have done neither what they were PAID for or what the general manager assured me would be done to restore my hvac to the good working condition their initial technician found it in. 

  I am hopeful once again that good business practice consideration and ethics will prevail here. 

  Sincere Regards 

   

  Sent from my iPhone

  
  

  

  Business Response

  Date: 08/30/2023

  We are sorry to hear that the first attempted repair did not resolve the issue. ***** contacted you after ***'s diagnosis and agreed to repair the valve and add the refrigerant needed to your system at no charge. On 8/8/23 this work was completed and the system was cycled and operational upon departure.

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bell Brothers Heating and Air installed new ducting under our home on March 6th, 7th, and 8th. They also installed new insulation in our attic on March 14th We had our HERS inspection on March 18th and paid Bell Brothers on March 22nd in the amount of $42,000.The overall ducting job took an extra day, which left ** without heating for two evenings. In addition Bell Brothers was a no show/no contact for our original March 13th insulation job. While we "settled" the ducting and insulation inconveniences, the workers scratched our front door and we did not pass city code for our ducting job. We are scheduled for Bell Brothers to fix our ducting, which needs to be 4 inches off the ground, this Thursday, May 27th between 7-9am. NOTE: Bell Brothers never contacted ** after our city inspection on April 3rd; I had to call to schedule a fix-it appointment on May 19th. I have been in contact with manager, ***********************, since before April 3rd regarding our front door. We have been quoted $9,811.77 for a replacement door in which **** replied on April 19th that a refund check was sent for manager approval and check request. Since April 19th I have not heard back from Bell Brothers or *********************** regarding our door damage. I have followed up with three e-mails and two phones calls, leaving messages for him to return my call. I have not gotten a call or e-mail back.

  

  Business Response

  Date: 06/06/2023

  We are so sorry for the experience you had with Bell Brothers during this home improvement project.  We apologize for the inconvenience, the extra trips needed for corrections and multiple inspections, the damage done to your home, and for the delay on reimbursement.  Bell Brothers was able to hand deliver a check for the full amount requested to replace and paint the damaged door on 6/2/2023.  We are sincerely sorry it had to get to this point.    

  Customer Answer

  Date: 06/06/2023

  I am rejecting this response because: the original quote was solely for the replacement of the door. It does not include a quote to fix any painting involved with replacing the door. In addition, we have not been contacted for a re-inspection by the ********** Brothers came to fix the issue of the ducting touching the ground. Per the original city inspection, the ducting must be at least 4 off the ground. Bell Brothers came and stayed for two hours. We have not heard back from them, other than hand delivering the check for the cost of the door. 
  

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Plumbing problems were poorly diagnosed, had to send several people to do the job more then once and I had to get other plumbers to fix it when it broke. They also put holes and an insufficient grate over said hole which led to a rat infestation. I paid ~6-7k for a bunch of plumbing fixes that didn't work over several iterations and the rat infestation is ongoing but so far has cost 4-5k in both pest control and damages. Bell ***** has a 100% refund workmanship guarantee, a lifetime installation guarantee, highest value guarantee, and a 100% buyback guarantee. I brought this up and after several weeks I was told by a Bell ***** "Royalty" (I assume this means they're one of the owning family members considering their last name.) Was that all of their work was "Satisfactory" despite their only evidence being a picture of a grate with enough room for a rat to get under. Which seemed pretty damning.

  

  Business Response

  Date: 06/07/2023

  After looking into the work done at ******************, it has been determined that Bell Brothers located and addressed the concern of a kitchen and laundry drain leak under the home on 9/29/2022.  Bell Brothers replaced the drain line on 10/3/2022.  The plumber had to cut the screen to the crawl space to do the work and patched over and put it back once the job was complete.  Bell Brothers has pictures of the completed work as well as the screen put back to our satisfaction.  These pictures were also shared with the homeowner.  The homeowner called Bell Brothers in April of 2023 with another plumbing leak unrelated to the work that was already done.  At this time, we will not be issuing a refund for the work we completed.

  Customer Answer

  Date: 06/07/2023

  I am rejecting this response because:
  

  Please review ********* public guarantees to customers here: **********************************************

  * ********* maintains a comfort guarantee that their work will heat and cool my home as well as stated. Ironically this guarantee has been violated because the work they did caused rats to destroy many pieces of my HVAC and I had to pay another plumber, HVAC Folk, and pest control to get this fixed so my home could be properly heated and cooled. This guarantee states they will replace these issues at no cost, which they didn't do and have refused to compensate me for.
  
  * ********* maintains an installation workmanship guarantee where they quote "Do whatever it takes to make it right." in terms of their installed workmanship. Denying my requests outright obviously violates this guarantee.
  
  * ********* maintains a "BETTER THAN WE FOUND IT GUARANTEE", where they guarantee to pay for cleaning as a result of their work. I was forced to pay for the cleaning of rat feces, destroyed ducts, destroyed insulation, all as a result of ********* work. This obviously violates that guarantee, as they refused to clean or compensate me for the required cleaning as a result of their work.
  
  * ********* maintains a "100% BUY BACK GUARANTEE" which quote includes "Within the first year of a new equipment installation if you are not 100% happy with your purchase, we will do whatever it takes to make it rightincluding removing the equipment and refunding your money." It's within the first year. I'd be incredibly happy to have my equipment removed and having a complete refund, which they've refused to do.
  
  * ********* maintains a "HIGHEST VALUE GUARANTEE", I found plumbers to do the work ********* did at a much lower price, they guarantee that if I find such a thing they'd quote: "or well pay you a $50.00 bonus over the difference." So my current desired resolution would include replacement, refund, and a price matching bonus considering I've found another plumber to do the work at a significantly lower price.
  
  As can be obviously seen, the company's response violates several of their guarantees they very publicly advertise and promise to all their customers. 

  
  

  Customer Answer

  Date: 06/14/2023

  I am rejecting this response because:
  
  The response was just a copy paste of the last response with absolutely no mention or offerings of honoring the guarantees ********* claims to offer. I had to read it a few times to realize they changed no meaningful text and claim this is some kind of response. I want to take advantage of several of their guarantees and their continual refusal is insulting.
  

  

  Business Response

  Date: 06/21/2023

  Bell Brothers issued a full refund in the amount of $6,753.00 on 6/14/23.

• Initial Complaint

  Date:04/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 2/16/23 Services to my 91 year old dads house to have service to install new delta cartridges and handle assemblies.because of a broken cold water handle on the bath tub! Charged $654 which is member price although original price $769! My dad still has a broken faucet handle although the plumber replaced delta cartridges!They claim the job is done and they cannot locate any vendors that carry a match to our ***************** faucet that we currently have recommending to convert bath to shower handles quoting an additional $2100! The job is incomplete although paying high price for services! I feel Bell Brothers doesnt care about their customers although made 2 calls to complain!My father signed up to become a member with the **** crew prior to this plumber job and now sucked in to pay $19.99 per month for services with a company he doesnt want to do business with!!!

  

  Business Response

  Date: 05/03/2023

  We are so sorry for this experience. Bell Brothers ordered a custom trim kit due to the fact that the shower was fairly old. We got the part in and installed it on 5/2/2023.  The job is now completed. 

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent 30 thousand dollars on a brand new heating and ductwork and cannot get Bell Brothers to complete the job. For two months I have been begging them to install the three registers they missed during install. I made attempted to make appointments without any follow up from bell. An appointment was confirmed for 4-5-23 between 6:45-9am. I repeated the date/time to rep ***** I called **** at 9am and they had not dispatched and was only aware of the appointment when I reminded them after they were late. Not good customer service and I do not appreciate my time wasted. Then they blame the customer for yelling. Tell need to do the job I paid for and meet their commitments. The job is not completed and they got paid. Customer now having to complain. I wish I could get my money back and call another company.

  

  Business Response

  Date: 05/03/2023

  We are so sorry for this experience. Bell Brothers ended up sending out a technician to install the registers on 4/5/2023.  We also supplied the homeowner with a years worth of filters for the inconvenience.   

  Customer Answer

  Date: 05/03/2023

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