Complaints

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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.
  
  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Service Date: June 22, 2022 - During routine service/inspection/maintenance, technicians damaged A/C equipment and left without resolving a problem(s) they caused during servicing.- Inexperienced and unqualified technician was dispatched and allowed to work on equipment without supervision, resulting in damage & improper reinstallation.- Technicians performed numerous improper and unsafe ********************** during service call.- ******************** failed to provide credit card receipt for payment, and refused to send receipt via email.- Company continually refuses to respond to customer phone calls and requests for action(s) by the company.

  

  Business response

  08/23/2022

  This complaint was addressed on 6/29/22. We had one of our Service Managers and a technician go out to the home on 6/29/22 and went through the entire system. We replaced the blower wheel that was damaged and performed some other minor repairs. The system was left operational and the homeowner was satisfied.
  
  Please let us know if there is anything else needed.
  
  Thank you,
  *************************************

• Initial Complaint

  05/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a new heat/air conditioning unit from **** Brother's Heating/Air (****) in November 2021. They cashed the check I issued to them for payment on December 4, 2021. We were told at the time we signed the contract for this equipment that we would receive a rebate from **** for switching to a heat pump. In January 2022, my husband contacted **** to check on the status of the rebate check. The **** representative said all requirements were submitted. The delay was because **** was backlogged. My husband called numerous times over the next couple of months. Each time, he was told **** fulfilled all requirements and the problem was with ****. In April 2022, I contacted **** and was told they closed the account because **** failed to submit the required paperwork. I called ****. After several calls I spoke with ****** the General Manager, who informed me **** would need to complete additional work at my house and the third party testing would need to be completed AGAIN. The additional work and testing were completed by April 27, 2022. I contacted **** today (May 16, 2022) to check on the status of my rebate. (**** previously told me it takes approximately 2 - 3 weeks to receive a check.) The **** representative stated they are STILL WAITING for **** to submit the required paperwork. I have been waiting since December 2021 for **** to get their act together so **** can issue the rebate check. The **** representative stated they receive numerous complaints from customers regarding delays in receiving rebate checks because **** fails to submit paperwork. **** boasts that they are the "No Surprise guys" and they "Pride Ourselves on ******************* It's truly unfortunate their actions don't match their advertisements. Currently, I have been waiting FIVE MONTHS for this issue to be resolved. My hope is by filing this complaint, **** will be forced to do their job and at least TRY to live up to their advertisements.

  

  Business response

  05/20/2022

  We are so sorry for the bad experience you received from us regarding the rebate process. The response time should have never taken this long and we truly apologize. SMUD now has everything that is required to process your rebate and they are currently reviewing it for approval. 

  Customer response

  05/20/2022

   
  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

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 02, 2022 they told me that I needed a new 4 ton heater unit, and all new ducts (at cost of $15,810). Work began on March 3rd. Some small amount of asbestos was removed by ERI for $2,700; I paid for this; ****** agreed that they would credit me for this, as they had agreed to fix it for $15,810 and there would not be any "surprise fees." 3/5 work began; but there appears to be many discrepancies between what ***** promised me, and what was relayed to the installer. One example, 5 inch air filter was missing? He called *****, and sorted it out. But, by that time he had already installed the heater. So they cut the metal housing and stuck the filter on top of the heater and wrapped it with tape-ouch; Vents are not properly calibrated. Kitchen and bedroom vents are not working at all... All of these are known to the Installer and importantly Cryus. 3/8/22- I wrote:?*****-"Whats the cause for the delay! On Friday, your installers left the job unfinished. As per our meeting at my home, you (**** & *****) agreed to fully heat all of the house, including the kitchen and the attached bedroom, and I signed the agreement accordingly. You sold yourself as a large professional company that can handle the complete job; All inclusive. You guys told me there will be No hidden charges, advertise yourself as "No Surprise guy You promised to finish it in two days; granted the the additional work day due to ERI work. But it should have been done by now. As of now, the job incomplete. I still have no heat, in the part of the kitchen and no heat at all in the bedroom adjacent to the kitchen. Also the heat is not adjusted to flow properly in each room according to its size and location. Needless to say, I am very busy, and dont have time to expend on heater issues.Thats why I hired a large company, like yours. I am not sure what it is you want to talk about. But you need to send the crew, and finish the work now".

  

  Business response

  05/18/2022

  We are terribly sorry for the experience you received. We are scheduled to come out to complete the work and turn your experience around on Thursday 5/19/22. Thank you for sharing your feedback and thank you for giving us the opportunity to make things right. 

  Customer response

  05/20/2022

  I am rejecting this response because:

   

  Thank you for your response.  However-

  I am hoping you will consult with your Install Manager that visited my house on the 20th, since he is your eyes, and properly assess what should have been done to fix the heat problem at my house v. what was recommended/ done at my house.  
  
  
  As I mentioned to your manager ***** over the phone, I was lied to by your sales people (there were three of them) who told me I will not get any heat into the kitchen and the adjacent bedroom, unless I replace all of the existing duct work, which were perfectly functioning, to increase the size of the ducts, so the air flows into these two rooms (which already have new ducts).  That was clearly not true.  
  
  
  Why do I say that- Part of the install agreement was to add a new line to the kitchen (kitchen only had one vent).  When they added a new dedicated line to the kitchen, it works perfectly in the kitchen.  This shows all they needed was a dedicated line to the kitchen and the adjacent bedroom.  The whole house did not need new ducts.  Furthermore, when anyone rips a house built in ****, they are bound to find asbestos; which they did (a small amounts- according to ERI) in one corner bedroom, and I had to pay $2,700 for this.  As far I as can decipher, the house needed a 4 ton heater, a dedicated line, and an extension(s) from it to the bedroom.  That's it.  
  
  
  Instead, I got unnecessary work, unfinished job and constant barrage of phone calls from salesman and the Inspector, harassment with bills, have been nothing more than stressful times for me for the past two plus months.  it is easy for a big company to send out bills ***** nilly, without thinking what that does to a consumer.  Also, I thought the manager was quite dismissive at times over the phone when I was sharing my concerns;  I did not appreciate that at all. I do not think that is how you handle it when you are truly wanting to make things right. 
  
  As I told the manager over the phone, I am not looking for any favors from your company, or anyone else.  All I want is- what should have been done in the first place to fix the heat issue in my house.  Meaning, if I was to hire a HVAC professional that is BBB A+ and Diamond Certified professional, would he/she do or recommend do what your company did to me?   If not, acknowledge your mistakes- specifically where and why your company has failed; and fix it, so I have the heat in the entire house; send me a bill for appropriate services rendered.     
  
  
  Thank you.

  
  

  

  Business response

  09/23/2022

  We are sorry for the experience you had with our company. Thank you for being patient with us over the last few months as we finally came to a resolution. We hope that you are now satisfied.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On ********************************************************** came to my residence to give me a quote on replacing ductwork. During this appointment, I decided to also have my water heater replaced. I was sitting next to Sulaiman when he scheduled the work to be performed for May 5th and 6th 2022. The water heater was replaced either Thursday or Friday of the same week. So far, no issues; however, a **** Brothers crew showed up unexpectedly on Saturday, April 9. The crew lead stated they had a schedule change but no one informed me of the change. Saturday, April 9 was a very windy day, with a wind warning issued by the ************************* The exhaust fumes from the truck mounted gas engine were being funneled into the garage and subsequently into my home, which was overwhelming despite windows and doors open and the ceiling fan going. After approximately 4 hours, the crew lead informed me that since the ********* City dump was closed, they would have instead go to the ********** dump, which would have extended the amount of time (due to travel time to and back from **********) necessary to complete the work. Because of the fumes, I requested that the work be rescheduled. I received both a text message and an email appointment confirmation for April 26, 2022. There was no mention, requiring me to confirm the appointment in either the text message or the email. However, on April 26, 2022, at approximately 9:30 am, I contacted **** Brothers to determine when they were going to show up; at which I was informed that since I didn't confirm the appointment, it was cancelled and needed to be rescheduled. Keep in mind I was not required to respond and/or confirm the appointment. Bottom line, **** Brothers rescheduled the appointment from May 5 & 6 without contacting me and cancelled an appointment that as far as I'm concerned did not require me to respond UNLESS, I could not be available on the date in question. My time is valuable. I expect better customer service.

  

  Business response

  05/03/2022

  We are so sorry for this bad experience and the poor communication with our scheduling. Thank you for giving us a chance to complete this project on 4/27/2022. We hope you are satisfied with the work. 

  Customer response

  05/03/2022

   
  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

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December, 31, 2021, **** Brothers did a plumbing septic job for me. As of today, March, 18, 2022 the job is done except for **** Brothers to schedule and coordinate with Sacramento County to inspect the plumbing septic job so that **** Brothers can cover up the hole in the ground.In the month of January, 2022, no one from **** Brothers called me to schedule an appointment for the inspection by the County of Sacramento.In February, I called **** Brothers. They scheduled an appointment on February 28, 2022 with Sacramento County to inspect the plumbing septic job. On February 28 at 8:00 a.m. a tech from ****************'s showed up, but no one from the County showed up to inspect the job. The tech from **** Brothers left after 3 hours. While the tech was here he scheduled an appointment for the following Monday, March 7, 2022. Again, no inspector from Sacramento County showed up.I have made numerous calls to **** Brothers and have been told someone would get back to me. They have not returned any of my calls.I paid $3,514.00 in full on December 31, 2021 for a job not completed. It has been 77days and I still have a hole in my yard.

  

  Business response

  05/03/2022

  We are so sorry for the lack of communication and customer service. **** ********************** came out and completed the work on 4/12/2022 and the project is now complete. Thank you for your feedback and again we apologize for your bad experience with us.  

*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. ↩