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. has 4 locations, listed below.

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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:01/25/2023

  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.

  Bell Brothers claims to record every phone call but they conveniently werent able to find a record of me calling to cancel. I would have to refer to phone records but I have called 2 times to cancel my $19.95/month membership with Bell Brothers. I am afraid that this company is fielding cancellation calls but are not taking the appropriate actions to execute the requests. This morning I called the company after seeing an additional charge on my statement. The employee on the phone said there was no record of my calls to cancel. They had every other service related call dating back to April 2022. I wish for some sort of audit or oversight on this business. I think they are taking from customers who may not know better and/or dont regularly check their statements. Im humbly requesting some sort of accountability.

  

  Business Response

  Date: 02/08/2023

  Thank you for bringing this to our attention. We looked into our processes and the timeline of events of what happened. It looks like when the initial phone call was made to cancel the membership, our call center was in a meeting and the call was taken by our answering service on 10/26/22 at 3:12pm. One of our call center representatives returned the call on 10/26/22 at 6:30pm and left a message to confirm the club cancellation. Bell Brothers did not hear back from the homeowner until 11/16/22 at 11:34am when they called in to request service on their heating system that was not working. Bell Brothers went out the same day to service the system and charged the homeowner discounted club pricing. On 12/30/22 the homeowner called in to schedule an appointment for 1/6/23 to have someone come out and go over insulation options. Then on 1/25/23 the homeowner called back in and stated they cancelled their club membership months ago and was still being charged. The membership has been cancelled and Bell Brothers refunded the homeowner $19.95 for the month of January.   

• Initial Complaint

  Date:11/10/2022

  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.

  Property at ***************************************************************- ********* repaired gas leak and put all piping underground. Job was completed week of Oct 24th. Upon completion called PG&E to turn gas back on to the units. PG&E refused to turn gas back on without a permit being signed off by the ***************. ********* told us the permit will be in the mail. ********* has been paid in full $13,020. Permit has not been received.11/08/2022 - went to City Hall to find out what was going on - they were unable to find any permit taken on my property address of ************************************************************************. A 4 digit confirmation should have been received by ********* when permit was pulled. Have been calling BELL **** since 11/08 requesting the confirmation number. Been getting the RUN AROUND - NO CALL BACK because PERMIT HAS NOT BEEN PULLED.With the NEW WAY things are being handled everything is BY MAIL at the convenience of the City. My tenant has been without heat and hot water since October 7th. October 11, documents were signed for ********* to do the work. The City is stating is takes 4-6 weeks for permits and approvals? This was an emergency job due to GAS LEAK. PERMIT SHOULD HAVE BEEN PULLED when documents were signed with ********* and work the commencing.

  

  Business Response

  Date: 04/18/2023

  This complaint has been resolved. Bell Brothers took care of issuing the necessary permit with the *************** and refunded the homeowner $1500 on 12/21/2022.  Bell Brothers also went back and cleaned up the mess that was left to ensure the homeowner was happy and satisfied.

• Initial Complaint

  Date:10/22/2022

  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.

  My elderly mother (********************************************, age mid-80s) contracted ********* to replace exiting 80 to 100 ft drain line in her home. Line carries water from a laundry sump pump through attic to connects to exiting drain line. ********* charged $4620 which is excessive. No itemized receipt provided, appears to be their practice. Called ********* on her behalf approximately 6 times, was told someone would return my call. Expressed that I think they took advantage my elderly mother. Following the 3rd or 4th call, after indicating I would report to BBB, someone returned my call. Talked about options; ********* representative offered a credit back to her (~$1155), I felt it should be more ($2400). Individual said they would have to go to the job sight and look at project prior to authorizing larger refund. I call mom, let her know that ********* would contact/visit her. She has not received a call, no messages left by *********. My most recent call to ********* was Oct 20, 2022. Additional details on provided below:- Work performed 9/13/2022 at *************************************************************. Original quote and contract signed by mom was for about $5700 (I'm told).- The morning of job my sister, also thinking cost was high, challenged the plumbers; the price was reduce to $4620 on the spot.- Two individuals on site when work performed. According to mom/sister, the job was completed in about 1/2 day (4 hours).- I arrived at the home for a visit (from *****) on Friday 9/16/2022, learned of work and price paid. Called ********* Monday 9/19.- I've estimated material retail cost easily <$600. Assuming 8 hours labor (2 x 4 hr), the individuals charge about $500/hour, well above reasonable rates for a plumber for PVC pipe install.- Reasonable rate for installing PCV piping <$200/hr ($1600); hence, I request $2400 refund ($4620 - $600 - $1600 = ~$2400.- Later called to accept $1155 offer, and be done with this. ********* has not returned a call since 9/28/2022.

  

  Business Response

  Date: 02/23/2023

   

  Hi ******, We have a complaint from a homeowner's son who lives out of state that we have been playing phone tag with for the last couple of months. We have come to a resolution of refunding the homeowner $1155. This amount will be refunding to the credit card that was used to pay for the project. Chalynn *********** Operations *************************************identifyelement="333" style="color: rgb(32, 31, 30); margin: 0in; font-size: 11pt; font-family: Calibri, sans-serif;">Bell Brothers Plumbing Heating and Air

  
  

• Initial Complaint

  Date:10/03/2022

  Type:Product 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.

  Purchased a new hvac unit in 2020. The unit froze over 2x and was replaced in 2021. Now the new unit froze over and I have no ac again during the hot weather with emergent cooling needs due to an epileptic child that requires home to remain between 68 and 72 degrees..

  

  Business Response

  Date: 10/13/2022

  We are so sorry there have been so many issues with the operation of the system you purchased from us. We have replaced the equipment on 10/5/22 and extended the warranty. We hope that you are happy and comfortable with the operation of the new system.

  Customer Answer

  Date: 10/13/2022

   
  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:09/12/2022

  Type:Service or Repair 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.

  They installed new ************ 6/9/22, failed to inspect condensation drain, drain became clogged after installation and flooded floors in small ****************** room, causing substantial damage to floors. Later I learned drain line was old, no longer met codes, per plumber I hired & per ****** *********** was not visible (between subfloor & flooring) so I didn't know there was a problem until floors started warping in July. **** sent someone to inspect damage 7/25, he brought drain line up to code & advised they would take care of the damage to the floors. They hired a repair company to fix the floors on 7/26/22 but ******* said damage was more extensive than **** advised so he would need additional authorization. After numerous phone calls to Bell, on 8/25/22 they sent a water damage company to inspect damage because I was afraid of mold forming (this was a month after I originally contacted them!). ******* has never rec'd authorization to do repairs; **** no longer returns my phone calls. Floors are very warped in 2 rooms, edges of floor tiles are sticking up, causing tripping hazard. I am 82 years old & am afraid of falling in these rooms so cannot use that bathroom & must be extremely careful using laundry room. Since **** neglected to inspect the drain, advised they would make the repairs, hired a company to do repairs, hired a water damage company to inspect for mold, why are they not authorizing the repairs to be done? I need the repairs done ASAP!

  

  Business Response

  Date: 09/23/2022

  We are so sorry for the damage that was caused to your home after our installation took place. We are currently in the process of replacing your flooring and all other damage caused. Bell Brothers takes 100% responsibility and will ensure you are satisfied in the end. 

  Customer Answer

  Date: 09/24/2022

   
  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 provided that the repairs are done within a reasonable amount of time.   I have added the bold proviso because *********. waited over 6 weeks before they began repairs, which I found to be totally unacceptable.