Bell Brothers Plumbing Heating & Air - Hayward

I recently had Bell Brothers install a new heat pump and replace my furnace. Unfortunately, the experience was extremely frustrating and time-consuming, leading to a one-star rating. Initially, the company identified a discreet location for the heat pump, but on installation day, I found out that the location recommended by Bell Brothers didn't meet local permit regulations. This forced us to relocate it to a much more visible spot in our yard - not great but ok, things happen. The installation itself took two days, and at the end of the first day, I found the plastic pad the HVAC system rested on was cracked. This required replacement on the second day - not great but ok, things happen. Issues began with the city inspections. The initial inspection failed due to improper electrical work in our crawl space. Bell Brothers returned to fix the issue, but failed a second inspection for not addressing the issues as raised by the city. That said, the fact that the technicians had to come back multiple times honestly isn’t that big of an inconvenience. Each time, the technicians that showed up were friendly, hustled, and were respectful. The crux of the problem was that each time the work failed inspection, I faced a maddening process to get Bell Brothers to return and correct the problems. Their customer service was abysmal. I repeatedly called, spoke to representatives who claimed they couldn't directly schedule repairs, and was told they'd email the scheduling department to contact me. I don’t doubt that they sent an email. But anytime they did, it didn’t result in someone contacting me. I'd have to repeat this process daily, and regardless of the time I called, No one could resolve the issue over the phone. Was there an email address I could use to contact them or different phone number that would help avoid the runaround and dead ends? Nope. The lack of direct communication and inability to schedule repairs made something that should have been mildly inconvenient incredibly frustrating. The entire process, which began in November, dragged on until March before the work was finally completed and passed inspection. Finally, at some point as I was going through one of the rounds of customer service groundhog day, I figured I should look into the "9 guarantees" listed on my invoice and that are featured in the about section of the website. Turns out that the link on the 9 guarantee wording doesn’t lead anywhere with specifics, making it impossible to understand what they entail. Overall, a process that probably should have taken a couple of weeks to a month took way longer than it needed to and took way more effort to get help than I ever thought necessary. I cannot recommend Bell Brothers and I strongly advise anyone considering their services to look elsewhere.

Bell Brothers always do a great job and inform me as they proceed. Miguel does great service and will be my guy in the future I hope! Quick and efficient in his process of task @ hand. Here’s the baby roots of accumulation he discovered.

Bell Brothers is a very reputable company. Brian came out to service my furnace, which was 20 years old. Because I had an appointment and had to leave by 9:15, he was here promptly at 8:00. Not only did he service the furnace, but also checked the ducts and the attic insulation. I was very pleased with his work, pleasantness, and cleanliness. Marc installed the new furnace and did the insulation in the attic, plus helped the lady who did the new air conditioner, They both did an excellent job and worked very hard. They were very respectful of my property and cleaned up all their mess.

As first-time homeowners, we’ve relied on Bell Brothers for the past three years for everything—from major issues to our many questions along the way. Every person we've interacted with, whether over the phone or in person, genuinely seems to have our best interests at heart—and they deliver. Recently, we decided to get a membership to help maintain our systems, especially since we live in an older home and have been working on fixing things up. Bell Brothers has been a dependable partner throughout, and we’re grateful for their excellent service. THANK YOU.

I called Bell Brothers because a tenant has a heater not putting out much heat. They were able to come out the next day. Luis, the technician checked the system and said all it needed was a good cleaning of the ignitor and burners. The technician, Luis was polite and knowledgeable. The price was very reasonable. I have 4 rentals in Sacramento and I feel like I found a vendor that I can trust not to inflate the price. Bell Brothers is looking for repeat business and I will use them again. I will review Bell Brothers again when I use them next time.

Bell Brothers was on time and the service was done very efficiently. The technician explained each step that he performed on our Hvac unit and gave us recommendations to keep our furnace running in good condition. Will be using them again for yearly maintenance and service.

Our annual furnace checkup is always conducted professionally, but this year Ruben was truly excellent. He listened carefully, he worked conscientiously through his checklist, and he explained our situation with exceptional clarity. His expertise is one of many reasons we are committed to Bell Brothers.

I called Bell Brothers because the Lennox site showed they are one of three authorized service dealers near my neighbor, for whom I was calling due to her limitations, to assist in getting her heater serviced. The person I spoke to would not assist me without my neighbor first setting up an account, not would this person even tell me how far in advance Bell Brothers was scheduling service calls. I then requested to speak to a manager, and this first-line employee asked, "why", as if it was not clear. So I reiterated my need and my neighbor's need, so, round two of the same non-response from the person who answers the phone at Bell Brothers, one of three Lennox Authorized Dealers near my neighbor. This merry-go-round on a recorded phone line was quite astonishingly wasteful, ignorant of a customer's needs, and frustrating. The person who simply would not tell me how long it generally has been taking to schedule a service call would also not connect me to a higher authority, and at the same time, was apologizing for their behavior. Who would ever do business with this company?