Aiello Home Services

I had a complete HVAC systems check don by Ken Britt on 3/14/2016. Ken was courteous, informed me on every step he was performing and gave me hints and to do's in plain language. Ken was fast and efficient and I would highly recommend Ken and Aiello Home Services for any needs HVAC, Electrical, Plumbing that you may need. Wonderful job!

Staff was friendly and responsive. Same day service. Mike was knowledgeable and quick. Problem solved at a reasonable price. I recommend them.

So, I will say they had polite customer service. We called and they came out after another company didn't even call back. HOWEVER, after fixing the tub drain, in service for one hour, it cost $510. That much money to snake a drain? Even car mechanics don't pull that kind of ridiculous charging. I'm happy they were polite, but that does not justify those prices. I'm all for fair labor and paying for quality, but $510 to snake a drain? No. Aiello has forever lost my business.

Aiello Has Refunded the requested amount as agreed on 8/23/16

Paula at the office as well as Tim, the technician who performed the service are both outstanding representatives of Aiello Home Services. Tim was exceptionally professional, courteous, and very attention to detail orientated. Paula could not have been more helpful and accomodating. This is my second time with this company and rest assured it will not be the last.

Stephen S[redacted]. was prompt, professional and thorough. He did everything that he said he would do.

James F[redacted] advised us to replace one of our toilets. He was able to do the replacement on his initial service call. Did an excellent job. We have very old tiles in our bathroom, and he managed to remove old and install new toilet without breaking any. He left our bathroom cleaner than when he started!!! Courteous and professional, he instilled confidence in his abilities. We will be requesting him for future plumbing jobs.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The shorter version: On 9 Jan 2015, Aiello did not properly install my new, high-end HVAC system (hybrid - propane furnace with a heat pump). After several visits (we may be over a dozen by now) and countless hours of my and my wife's time lost, it still isn't operating properly. This installation and subsequent repair visits (unprofessional base just placed on snow for the heat pump, zones improperly wired, missing a part that was supposed to come with the system, A/C drain plumbing was stripped when installed so it was leaking, A/C couldn't keep up with the demand, and so on). This has been a horrible experience so I recommend everyone should save themselves the trouble and avoid this company.
Fortunately, Aiello did promise to purchase a parts and labor warranty for me so at least I will be protected over the next several years as this system continues to break (if I follow all the terms of the agreement). However, I wouldn't be surprised if the warranty requires annual/semi-annual tune-ups/inspections and I will likely have to absorb those costs. Unfortunately, I have to give them a full year to try and fix this system.
One positive, and it wouldn't be fair not to mention it, everyone I speak with continues to be polite, respectful, and legitimately tries to help.
More detailed version:
9 Jan 2015: Aiello was unable to properly install this system (zone heating was wired incorrectly, heat pump base was put on top of crushed rock and snow, electrician left and one the HVAC techs was wiring the system, etc.) and the house was 80 degrees and still heating on one floor and below 65 degrees on the other. I called the 24-hr service tech, but he said he wouldn’t be able to do much based on my description of the problem so he didn’t come out (~4hrs of my time spent trying to resolve heating issue that night). – Aiello Error
10 Jan 2015: Aiello wouldn’t be able to get the right technician out to address my problem until 13 Jan 2015 so I had to spend all weekend and Monday continually adjusting thermostats and running multiple fans to try and move heat around the house (~5hrs over this 3-day period). – Aiello Error
13 Jan 2015: Same technician showed up, switched wiring for zone thermostats, fixed heat pump base to something more secure, and installed humidifier. The tech explained that the humidifier wouldn’t work because of a bad solenoid on it; however, a different tech at a later date was able to fix this and said the first tech just didn’t install it correctly. That night, similar problems as before and I had to try and adjust thermostats and fans while packing to leave for a family emergency (~8hrs for the visit and ~2hrs spent adjusting and modifying thermostats and fans). – Aiello Error
16 Jan 2015: The Project Manager wrote to me that the earlier problems were due to a bad thermostat wire and a few dip switches in the wrong position and the system was now working fine. In addition, the technician left a note that the heating was fixed 100%. I couldn’t check because I was out of town for a funeral.
21 Jan 2015: I returned home and the house was struggling to maintain 65 degrees on the main floor and 63 degrees upstairs (~3hrs trying to adjust thermostats and fans and troubleshoot/understand lights and codes). The outside temperature sensor was too close to one of the lines that heats up so it was constantly cycling on and off. – Aiello Error.
22 Jan 2015: The Project Manager verbally guaranteed and followed up with an email that Aiello would fix the problem and have a solution to the issues I was having by 23 Jan 2015.
23 Jan 2015: I had to leave work early to meet with the new technician so I could hear and understand what the problem was (departed work ~3hrs early to meet tech). The outside temperature sensor was improperly installed. – Aiello Error.
9 Mar 2015: Sent email that system didn’t seem to be working correctly when heating with the heat pump.
11 Mar 2015: First visit by the HVAC Service Manager to check system. It was drawing high amps upon start and should have come with a piece from [redacted] to help with startup demand. I finally received an apology for my inconvenience and was offered a one-year extension of the labor warranty. I explained my frustration and wanted the system removed. The Project Manager said he would bring my concerns up with the owner. The part was ordered and installed at a later date (departed work ~3hrs early to meet techs). – Aiello/[redacted] Error: unsure if part was sent and not installed or not sent in first place.
25 Mar 2015: The HVAC Service Manager told me that he hadn’t brought it up with the owner yet so I asked if he could set up a call between the owner and myself. He followed up on 30 Mar 2015 that he sent an e-mail to the general manager and owner. However, I never received a call back from either the general manage or owner.
26 Mar 2015: The service technician returned to install the part identified on 11 Mar 2015 (departed work ~2hrs early).
1 Apr 2015: My wife needed to stay at home so the lead electrician could check the electrical circuit.
17 Apr 2015: I wrote to the service manager that I still hadn’t heard anything from the owner or general manager.
20 Apr 2015: Heat wasn’t working. The system was blowing air, but it was cool. The heat pump wasn’t producing heat. Diagnostic lights indicated high pressure lock out; I cycled/reset the system and it seemed to be working. My wife informed me that the service tech said this may be common during the Spring/Fall temperature swings. I texted the service manager and asked if Aiello would remove the system. – Aiello/[redacted] Error: unknown.
23 Apr 2015: Aiello returned with a [redacted] rep who confirmed everything was installed per manufacturer’s specifications and wrote that, “All equipment is working correctly and as designed at this time.”
28 Apr 2015: Heat wasn’t working again (heat pump not producing heat). I turned system to emergency heat and the furnace supplied heat. System showed error codes for high pressure lock out again. I also called and left a voicemail directly with the owner, asking him to call me back since I still hadn’t heard from him. I submitted a written request to remove this system and refund my money. – Aiello/[redacted] Error: unknown.
30 Apr 2015: The company's president finally wrote to me and said, "To date every time we have been out to your home we have not been able to get the system to duplicate your reported problem. At this time all parts are testing to manufacturer's standards and the system appears to be working properly." However, they did order some parts, "that could possibly be causing an intermittent issue..." He also stated, "Please be assured that Aiello stands 100% behind our work and the products we sell."
1 May 2015: The company president responded to my email response to his email (30Apr2015) reminding him of all the issues I had with the system to that point. He reiterated that, "Our #1 goal is to make sure your system is running properly." He also purchased a [redacted] 10-yr parts and labor warranty that is transferable to allay my concerns about future problems.
17 Aug 2015: The heat pump was not able to keep up with the demand (both zones were open and running all day until it cooled off that night). I called the 24/7 service line for help, but never received a return call or a visit. The next morning, the service tech came out to check the system and didn't find anything wrong. He replaced the air filter and said to call if I had another problem. That afternoon, the same thing happened so I called and he came out again. I asked for a copy of their initial load calculation and we are still waiting for it and installation of another part. – Aiello/[redacted] Error: unknown.
I'm sure Aiello is just as frustrated about this system as I am. Regardless, I'd like to reiterate that they are polite, respectful, and try to help. However, this has been a horrible experience, and I regret it has severely soured my opinion of Aiello.

Stephen S[redacted] and William Lusty were knowledgable about my ac problem and repaired it. They were also very knowledgable about additional products and services they could sell me and did so. In 2 1/2 days, I have had 4 requests for a review of this business.

Service technician Steve S. performed my ac/heating yearly maintenance today. He was timely, thorough, explained maintenance performed, professional, and performed a clean job.

My technician Stephen S. and his associate Bill L. did a fantastic job servicing my air conditioning system. Explained what they were going to do in great detail and kept me informed of their progress. Bill then washed the outside unit and cleaned it up for the summer and posted the date the service was preformed on my unit in the basement. Once complete Stephen advised me of a web site to buy filters that are a cheaper than buying in a local store. Overall, I was very satisfied.

The 2 service reps, Bill L and Steve S., who came to perform maintenance on my unit were very professional, courteous and clean. They wore shoe covers while in my home. They not only performed maintenance on my unit but performed needed repair and service. They were at my home for about 2 hours. I am very pleased with their work and would recommend them and their company to anyone. I would rate them 100%,10 stars

One never gets used to the challenges of owning an old home. As I was trying to fix a running toilet I found that the pipe from the wall to the toilet was leaking and the toilet was actually not repairable. How can things my age (66) fall apart so easily? Anyway, I called Aiello on a Sunday. They booked me quickly for Monday morning and replaced the old pipe and installed a new super-fancy toilet. I thought it was pretty extravagant until I started using it and realized that it was indeed well worth the money. You never regret spending money for quality products and good service!

Review: My basic complaint is that I have been very overcharged to repair my furnace. On January 29, 2013 Aiello put in a brand new furnace for $7,513.00. Last week on April 17, 2014 the furnace was not working and I called Aiello for a service call. They told me that I did not have any warranty coverage because I had passed the one year period of coverage. They charged me an initial fee of $69.00 to see why the furnace wasn't working. I needed a starter switch, a small plastic part that I was charged a total of $443.40. I feel that I was taken advantage of because I did not have a choice but to have the part replaced but I was very overcharged to say the least. The service tech asked his supervisor for an adjustment because I had just paid over $7000. for a new furnace last year and they gave me a 10% discount off the price of the April 17th service call. The $443.40 is the final charge for the part and replacing the part. Honestly, I have to pay these prices for each little piece that may break, I do not have any recourse? I felt a reasonable price for this part would have been less than $100. Please look into this matter because I would truly appreciate your input on this situation. Thank you!Desired Settlement: I feel very overcharged for a replacement part of a starter switch at a total of $443.40 on a furnace that was 15 mo. old, original cost $7,513.00. Ideally Aiello would cover the replacement part and I would be refunded $443.40. I would pay the $69.00 service fee for having them come to my house but I feel they should refund the rest because they should sell products that have a better quality and last longer than 15 months on the most expensive piece of equipment in your home.

Business

Response:

Website Complaint Response:

Delays with [redacted] resulted in delay of comments and responses: 5/7/14 1:44 PM - spoke with [redacted] re: Revdex.com filing- per GFC will offer 1/2 off to accommodate price concern. She seemed satisfied with results. noted account. Giveback in amount of $221.70 per [redacted] 5/8/14 2:58 PM ISSUED CR/CC [redacted] $221.70 AS PER Giveback / GFC 5/9/14 3:53 PM REC'D FROM [redacted] - INQUIRY - TO CHARGE ON 4/17/14 $443.40 DISPUTE NOTES AS COPIED; The Card Member does not recognize the Charge. Please provide support and itemization. In addition, if the Charge relates to shipped goods, please include Proof of Delivery." 5/9/14 4:16 PM CALLED [redacted] - SPKE W/ CSR - [redacted] - advised her that customer was issued partial credit $221.70 on 5/8/14. credit not showing yet takes 48 to 72 hrs. 5/16/14 3:14 PM called [redacted] CSR / - FOLLOW UP ON CASE) SPKE W/ [redacted] - CONFIRMED ALL DOCUMENTS WERE RECEIVED AND CASE WAS CLOSED IN OUR FAVOR. NO OTHER FOLLOW UP NEEDED. [redacted] Customer is satisfied with outcome

6/25/2014 2:40:01 PM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

I had my boiler replaced today. Mark and his team were excellent! They were very friendly from the start and incredibly helpful in teaching me what I needed to know about the new unit. They explained all of my options before doing anything and left my house just as clean as when they arrived. Outstanding job by the team!

Service tech Tom did an excellent job. No further problems since his visit. Gave helpful tips to avoid future problems

I found Steve to be a great technician when he came out to service the issue we were having w/ 1 of the heat zones on the furnace. He took plenty of time to explain my options for repair. Was extremely patient while answers the many questions I had for him. Overall, provided excellent customer service.

Review: I used Aiello Home Service one time and paid my bill in full on the first visit. I was talked into a service plan by the repair techinician who also said you can cancel it anytime you want too. I gave the technician by bank account number and ever since then I was billed $8.75 a month for at least a year now. Recently I hearf failure and lost my job because I am unable to work due to my current illness that was in April. I called Aiello home service in April of 2014 and spoke to [redacted]. I told [redacted] of my predicament and asked her to stop my electronic payments of $8.75 which I had never used. She said she could only stop it my mail or email. She gave me her enail address which I had saved in my browser. Today, June 19, 2014 I was checking my bank statements for the past two montrhs and found that Aiello Home Service Company had taken out $8.75 both on May 19.2014 and June 19. 2014 for a total of $17.50. [redacted] seemed like she could care less and said there were other employees who worked there and maybe it was one of them. She gave me her email address and told me to resend the email which I did. As I was entering her email address into my email form her emailed popped up with the same email address except for the capitalized letter of her first and last name. I am requesting that all electronic payments on the service plan stop and I am requesting a full refund of $17.50. Sincerely, [redacted]Desired Settlement: Stop all electronics payments for the service plan of $8.75 and a full rfefund of $17.50.

Business

Response:

This has been resolved, for some reason this customers email was caught in our spam filter. We have spoken to customer today 6-19-2014 and a credit for cancelled plan has been issued.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,