Aiello Home Services

Their slogan should be “Half the work for twice the price.” Formal complaint will be filed at a later time.

Today, Stephen S. from Aiello Home Services performed a routine heating system inspection at my home. The technician was professional and courteous at all times. He demonstrated much proficiency and knowledge of the situation at hand. I truly appreciate the comments he provided regarding a potential hazardous situation; no other service personnel had pointed that out to me before.

Review: My husband and I were charged $827.19 for a 1hr 15min service call by an electrician. After complaining the company lowered the cost to $589.19. This included the cost of a dimmer switch.

Breakdown of bill:

$ 478.19 Diagnostic test (of switch)

$ 193.22 Dimmer replacement

$ 186.00 remove lamp shade of ceiling light (attached to dimmer switch)

$ 49.00 travel

I believe this company took advantage of my husband who was home during the visit. He is 84 and disabled.

Last year my daughter, who lives in [redacted] County CT, had the same work done and was charged under $300.

Aiello should not be recommended by Revdex.com especially to the elderly!Desired Settlement: Aiello should not be recommended by Revdex.com especially to the elderly!

Business

Response:

After the company received a

customer concern call for this customer, I returned the call that same evening

to the customer. I reviewed the call completely and found that they had a circuit

that was tripping the breaker.

The licensed and fully

background checked Aiello electrician and his apprentice spent their time

diagnosing the problem. It was extensive diagnostic, thus the reason for the

diagnostic charge. Once the trouble was found they explained it was a bad light

fixture. The Aiello electrician then wrote up a written quote for the repair,

the customer then authorized the repair in writing. Upon authorization the

electrician then replaced a dimmer as requested by the homeowner.

A the electrician was preparing

to leave the homeowners house Mr. [redacted], asked if they could also

replace a porcelain pull chain lamp holder in the basement near the well pump.

Again the electrician prepared a written quote, the homeowner again authorized

the repair in writing and the electrician and his apprentice performed the

repair. Once the repairs were completed, the homeowner signed off on the repair

stating they were 100% happy with the repair and it was completed as quoted.

Again all charges were quoted in

advance and authorized in writing by the homeowner before work began, in

addition the electricians applied a 15% senior discount.

When I called Mrs.

[redacted], she was concerned we took advantage of her disabled husband I

assured her we would never do that. I informed Mrs. [redacted] that

we gave a 15% senior discount at the time of repair and to ease her concern

about pricing I was going to issue her a good faith customer resolution credit.

She was happy with the agreed amount Aiello was giving her back and I even

explained to her where to take her old light fixture to get it repaired. Again

she was very happy with the resolution we had come to over the phone.

It was then after we came to a

resolution by phone Mrs. [redacted] , continued to pursue a complaint

with the Revdex.com (which she filed after cashing her good faith

resolution check) I spoke with Mrs. [redacted] again and she seemed to be

confused as to the work that had been done on 9/29/15.

It was not just a dimmer that

our electrician replaced and we never charged her to remove a lamp shade. I

again explained the repair work we did, which I explained above in this

response listed above. She then asked her husband while I was one the phone if

we replaced a light in the basement and he replied yes she then told me to

speak with her husband who I found to be very pleasant. And apologized to me

about the whole situation. I respectfully request this complaint be removed as

the concern was fully resolved during the first call.

Regards,

Sincerely Robert P. B[redacted]

Electrical Manager

Appointment for shower plumbing repair was scheduled for 7AM-8AM. Steve arrived at 7:15AM and after reviewing the issue with the leaking shower faucets was able to diagnose and repair the leaks. Steve was courteous, patient with my questions, organized and very professional in his methods. After testing for leaks, Steve cleaned up the worksite and asked if I had any questions. I am very pleased with the results and commend Steve for his work ethic.

Nice job but outrageous fees. $870 for replacing 3 ft of pipe in and hour and a half. But I had no choice because I had to leave town

Courteous, careful, personable, helpful; this describes the outstanding service I received when Aiello completed the installation of my air conditioning.

Great experience with the energy audit

Called Aiello at 8:10 on Sunday morning..Leak in wall in basement. Spoke to Orion. He was so polite and was able to accommodate MY schedule, since I work on Sunday. He even CALLED ME as I was leaving work to confirm that it was all right to dispatch the technician. Mike R[redacted] came to my house and step by step he found the problem. He explained everything to me, fixed the piping and gave me follow up instructions about having the wall repaired, where he had to cut . I can't thank the people of Aiello enough, for once again, giving me satisfaction and peace of mind.

Review: Aiello came out to [redacted], purged 3 radiators (cast iron) charge 341.62 per radiator the total charge was $382.38.Mr. [redacted] is disputing the bill, he believes that he should not be charge this amount for 15 minutes.Desired Settlement: Mr. [redacted] wants to know if this is an accurate bill if not he would appreciate an adjustment to the finale cost.[redacted]If you have any questions please contact Mr. [redacted] or me at ###-###-####

Business

Response:

To whom it may concern,

I called Aiello Plumbing to report a leak in my upstairs bathroom, Rob came the next day and made the repair. He was polite, timely, informative and professional. It was expensive but what plumber isn't? I had several items that needed attention but chose to repair the most urgent because I couldn't afford everything on my list but there was one important item on the list, low water pressure, that Rob assured me was not as much of a problem as I thought. He verified that my pump switch was working properly, that my tank was set to 40 psi, not 60 psi as I thought, so the pump wasn't quitting prematurely and I could relax and just give my well a few days to recover from excessive use. What a relief. He was honest with me and I really appreciated that. Some service providers will tell stories to push up the bill, I know, I've met them, but that wasn't the case here. Aiello plumbing will quote everything you ask them to even if you don't do the repair and they don't use scare tactics to compel you to employ them. I'll call them again if and when I need to.

Professional, hardworking and dedicated are words I use to describe my interactions with this company, especially the two technicians that came to my house yesterday, one of them being Jesse C. Would definitely recommend to others in the future.

Mike (Plumbing Field Supervisor) charged $300 to add some rubber washers to a dripping shower faucet. When that didn't stop the leak, he said he'd have to replace the entire faucet for $1200. I called a local plumber, he did the job for $500.

Same day service, Yay!

We converted to gas, and installed a new heating and cooling system. Aiello did not disappoint, following through on all promised services throughout the preparation and installation process. They were helpful, too, in identifying significant rebates. Our representative Tim L[redacted] was especially helpful and responsive throughout the process. I will use Aiello again and will not hesitate to recommend them.

I read several reviews before making the decision to use this company, I'm glad I made the call. The Aiello staff were courtesy an professional and they were able to work around my schedule. I received a courtesy call 20 minutes before the technician arrived at my home. Plumbing Technician James F[redacted] provided the diagnostic, price and how long it will take(reasonable price). Mr. F[redacted] kept constant communication with me and my husband on all the steps he was doing while performing his work. A job well done. Thanks again James for all your hard work

Review: Two and a half years ago I hired Aiello Home Services to install central air conditioning in my home. Everything is fine except that the kitchen/den areas are not as cool as they should be. I have tried to work out this concern with Aiello but they do not return my calls or offer any solutions. [redacted] was out to look at the problem in October 2012 and has not contacted me since despite numerous calls to him. Also, the manager [redacted] has not called back either.On Monday April 25,2013 I had the unit serviced for the summer. The technician told me that I have to replace the air filter located in the attic because I didn't order one before hand for him to replace. I was never advised to do this. I am a 60 year old woman who would not find it easy to go into the attic by ladder to replace the filter.After these two experiences I have serious concerns about this company and the service they provide to their customers. Your help would be appreciated.Thank You [redacted]

Product_Or_Service: [redacted] Air ConditionerDesired Settlement: Problem ResolvedFilter replaced with no service charge.

Business

Response:

Spoke to [redacted], she stated this July the room was not bad at all, This being the hottest in July It is much better and cooler than ever. Customer feels it may not be worth the expense or trouble to run additional duct down to that room - [redacted]

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

[redacted] is suppose to review all the notes on the matter and get back to me. Aiello is suppose to look at the situation to see if corrections are needed. Also, [redacted] was to look into the technician's comment about there being a small leak. I am waiting to hear back from [redacted].

Yes, after the unit was serviced this year the down staires was cooler.

Thank You

Business

Response:

I am still working on follow up appointment with

Complaint Case #: [redacted]

Consumer: [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.

Service specialist Peter C. arrived promptly and assessed the needs for replacing our 50 year old toilet and an angle stop. Additionally, Peter resolved a problem with the location of a shut-off valve. Peter completed the service expeditiously and effectively, answered my questions clearly, and completed the repair in a reasonable time.
Peter was congenial and professional as he provided our services.

Review: Price gouging. I called to have a leaking pressure relief valve on my boiler to be checked. The repairs performed was to replace the expansion tank and the pressure relief valve. They also had to bleed the system. The repairs where completed in 2.5 hours with a total cost of $1062.87 with their 10% discount. Feel I was taking advantage of specially since I needed the repairs in the middle of winter. Current outside air temperature was in the "teens". Is there any limit these guys can charge for labor?

The rate they charged works out to be around $350 per hour which should be illegal.Desired Settlement: Reasonable charges for the labor performed.

Business

Response:

On January 3rd,

2015 at 2:10 pm, the [redacted] called Aiello Home Services for pressure relief valve leaking services regarding his heating system, Aiello Scheduled an

appointment for January 5th, 2016 between 7:00 am - 7:30 am, our licensed fully background

checked HVAC technician responded to the service call. Our technician performed the multi task quoted tasks with the written authorization from [redacted]

Upon completion of the Job the customer signed off that they were 100% satisfied with the repair services.

There were no concerns

with the owners before the job was performed, the customer signed off and approved the repair and price in writing before the repairs was made. The customer then signed off that the job was completed for what the job was quoted and that they were 100% satisfied with what was done. I know no way of providing the services Aiello performed and better, each step of the way getting an acknowledgement along the way. Nothing is done without the customers approval. This customer also did not contact Aiello before filing a concern with the Revdex.com, this should be common practice before the Revdex.com registers a complaint. When our service manager was finally able to reach [redacted] they were able to come to a resolution. the customer again now states he is satisfied and promised to call the Revdex.com and retract his complaint.Aiello Home Services

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,

Review: On 10/28/2013, Aiello Home Services tuned up my furnace. The service man only changed parts and could not adjust the furnace temperature, co2, efficiency,stack temperature....So, the service man said that he is going to ask his supervisor to send a knowledge people to my house. Next day, they send a man to my house . He only took the record and do nothing. I called Mr. [redacted] (supervisor) several times asked him send person to my house to finish the job. But Mr. [redacted] didn't want to pick up my phone and didn't want to send people to my house to solve the problem and complete the tune up job. He only did half of the tune up job. He didn't do all the adjustment, he didn't gave me the final report sheet for sign. In the middle of the tune up he just went away. Now, my furnace can not start automatically after their tuned up. I wrote a letter to the owner Mr. [redacted] asked his help. Mr. [redacted] just ignored me. Please help me by asking Mr. [redacted] to send a knowledge person to my house to adjust my furnace and solve the furnace can not start automatically problem. I had contract with them from 11/14/2012 to 11/5/2013. I paid $14.09/mon. I have paid $169.08 Usually,for tune up furnace will cost $149. Please ask Mr. [redacted] to return me $20. They told me if they send people to my house, They will charge me $69 only for send people to my house. I think adjustment for furnace and fixing furnace can not start automatically problem are all belong to their tune up job. (Because every thing happened just right after their 10/28 services.) They just treat me un-reasonable. Please help me.Desired Settlement: Please ask Mr. [redacted] to send a knowledge technician to my house (without any charge) to adjust my furnace and to solve my furnace can not start automatically problem. Please tell him that this is his responsibility. Because my furnace is running very smoothly until his company's tuned up. And please ask them to return me $20 for overpayment.Thank you very much for your help.Sincerely, [redacted]

Consumer

Response:

From: [redacted]

Sent: Monday, November 25, 2013 6:25 PM

To: [redacted]

Subject: Could you call Aiello owner Mr. [redacted] (###-###-####) to send a technician to my house tomorrow?