Aiello Home Services

Tom came out to our home on a Saturday night with the temperature at 4 degrees. He quickly diagnosed the problem, explained it to me and with good humor explained to me what I needed to do to avoid having the problem again.

Aiello not only offers a wide range of repair, maintenance and installation services (from heating to air conditioning, to electrical and plumbing) but does so on an as-needed basis (24/7) and with contractual partnerships. Their work is both timely and professional, and always backed by their warranty. I would highly recommend them without question.

Review: Aiello installed central AC and ductwork in our home less than one year ago. It has been repaired 4 times with a refrigerant leak, replacement of the control board, and replacement of the Thermal Expansion Valve twice, and replacement of all of the refrigerant. The service department has been very responsive and very pleasant to work.My problem is that Aiello installed a 2 ton unit without telling us when the signed contract was for a 3 ton unit. When I discovered the change during the installation I called the installation manager who told me if he put a 3 ton unit in our home that it would be in violation of [redacted] regulations, he would get into trouble with [redacted], that the unit was guaranteed to keep the house 10 degrees lower than outside temperature, reassured me that it wouldn't have a problem doing so, and that a 3 ton unit would cycle too often. Additionally, the 2 ton unit that was originally installed was a less efficient model than I had contracted for (again I found the mistake) and they said it was a warehouse error and they changed it the next day. When I asked to be credited the difference in price, less than $80 was taken off the $13,000 contracted price.For the entire summer the system has only been able to cool our home 5-13 degrees lower than the outside temperature despite it running continuously, never cycling off, for more than 12 hours each day whenever the outside temperature goes above 80 degrees even after each repair. Our 1 year guarantee is running out. One of the Aiello service technicians even told me it should have been a 3 ton unit from the start.I have not heard from the install manager or my sales rep since my call 10 days ago and my detailed email 2 days ago and the technician notifying the install manager to call me during a previous repair.Desired Settlement: I want Aiello to replace the 2 ton unit with the contracted 3 ton unit with an additional 1 year parts and labor warranty.

Business

Response:

09/10/2014

[redacted],

I would like to take

this time out to say thank you for your faith in Aiello Home Services to

deliver a product that will keep your family cool and comfortable for many

years to come. I am sure one of your deciding factors in the decision making

process was one that Aiello would stand behind its installation. Both the

homeowner and Aiello don’t ever want a situation to occur that involves

multiple trips back to the home to dial in systems, fix warranty parts etc.

However when items like this do happen this is where Aiello does shine and

sticks with the installation, perseveres with the homeowner and stay the course

until the situation is resolved. Although at times the frustration level must

have been high for you and your wife I happy truly happy your recent nights

have been cool and comfortable. Aiello has changed the terminology in our

contracts to state “up to xx size” determined by the in-office engineering load

calculations of your home. Aiello Home Services is required comply with the

towns building department and all state and local codes which dictated the change

of equipment size. Again, I want to also thank you for your patience while we

dialed in your new HVAC system to work in the most efficient manner.

To ease any concern

Aiello is extending your warranty for parts and labor until December 31, 2015

Sincerely,

General Manager

Aiello Home Services

Consumer

Response:

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

Sincerely,

Review: I called Aiello on Monday to install a new dishwasher. We scheduled for today. At that time, I was told the service call would be $69 and that we would be told the cost of the job when the service man arrived. He came this morning and told my husband the cost would be $506.18, but if we signed up for a monthly service plan the cost would be about $440. My husband texted me and I misunderstood - thinking that was the yearly cost of the service plan. When I got home tonight, I had a this huge bill. My husband admits he should have paid the $69 and sent the service man away. However, they get you so wound up in the special offer that you get confused and say yes. All that was required was the installation of the dishwasher. an electrical cord and a small fitting. The old dishwasher had been removed and hauled away by Lowe's. The area was prepped and clean and we had all of the parts, save those two. We were not given an itemized bill. It just says $506.18 less the discounts for the service contract. The installation took less that two hours. I am baffled by how all of that could add up to what they say on the bill is the "STANDARD RATE" for an installation. If it is "standard," the scheduler should have told me then - I never would have agreed to the appointment. We realize that we could have turned them away, but they are usury and put you up against a wall. Lowe's charges $169 to install a dishwasher - which I was stupid not to accept - I thought that was high! This is crazy. They are doing it to everyone - young, old, vets - it needs to be stopped! At least you need to be informed of an hourly rate up front and the cost of parts. The work is done well and professionally but the business is criminal! They have been expensive in the past - but those were emergency situations - a flood and no heat in the freezing winter at midnight - so we understood better the high cost.Desired Settlement: I would like an itemized bill showing the labor rate, cost of the parts and an adjustment to the bill. Installing the dishwasher cost more than the machine!

Consumer

Response:

I write to inform you that my complaint, #[redacted], has been resolved to my satisfaction. After I filed the complaint, Frank, the plumbing manager at Aiello, tried several times to reach me on Friday, September 18 - but I was out of state. I returned his call upon my return and he again reached out, but I was again out of state with no mobile service. We finally connected today. In a very pleasant conversation, he assured me that Aiello was a 100% satisfaction guaranteed company. We went over my concerns about the excessive charges I felt I had incurred. He explained, that when they got the complaint, they did not charge my account. He asked what I thought was a fair price for the work completed. I said that $250 would be fine - a bit more than Lowe's $169, but parts were supplied, so we believe it is a fair price.In the future, we will continue to use Aiello because their work has been excellent - that was never part of the complaint.It was also probably not fair of me to submit my complaint to you before hearing from Aiello.Thank you for being there for consumers. Please let me know if you have questions.Best,[redacted]

Aaron was efficient and knowledgable. He answered all questions.

Review: On 08/19/15, our circuit breaker for the air conditioning unit tripped. We called Aiello that night to have them come and look at the unit because we purchased the unit from them about two years ago. The service technician came out the next afternoon. We were aware that there was a $69 fee for him to come out and look at it. He spent about two hours working on the unit, as well as being on the phone with manufacturer. It appeared as though he wasn't sure what the problem was for most of the two hours. I asked if there was some kind of warranty on the unit since they installed it and he said there was a guarantee for one year after installation, so that didn't apply to this situation. After some time looking at it, he came in and said it would be about $200 to fix the issue, which I agreed to. The receipt showed $69 for the tech to show up and $121 for the service diagnostic. The work done section of the invoice showed "Compressor tripping breaker. Started with hard start, 0 super heat. Per Goodman adjusted to 20 degree super heat. Removed hard start, running amps now at 5.2 amps." I'm not sure what that means, but it looks like he reduced the amount of power coming out of the unit that would cool the condo in an effort to reduce the chance of tripping the breaker again. I don't know if that's really a fix or a workaround. Anyways, the circuit breaker tripped about three more times last week, as well as three times yesterday alone (8/30). We called Aiello last night to tell them about the problem and that we are unsatisfied that we paid $200 and the problem wasn't fixed. We are getting another Company to come out today (8/31) to take a look at the unit and fix it for us.Desired Settlement: We would like a refund of the $200 we paid to Aiello on 8/20/15 because the work done to our a/c unit did not correct the problem. We were uncomfortable with the fact that it seemed like the technician was never really aware of what the issue was and the fix really was just a workaround with the hope that it wouldn't happen again. Depending what we find out from the new Company coming out today (8/31), it may be something as simple as a filter change or cleaning is all that was needed and that would make this whole problem even worse. We are looking to be refunded since the service received did not correct the problem with the unit.

Business

Response:

Good morning, Technician followed proper diagnostic procedures with Manufacturer. For customer satisfaction Aiello Home Services has refunded service call fee to customer on September 18,2015. Customer should be satisfied, as all concerns have been met.

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.

Well, this could not have been easier. Called to request a plumber for a clogged toliet, Paula answered & was extremely pleasant. She helped me schedule an appointment. I was called when technician was on the way - which I think is wonderful customer service. The plumber, Peter C. arrived on time, and put on those paper shoe covers to avoid tracking snow/water into my house (much appreciated!). He provided a quote before work began, which I approved. He was professional, quick & efficient. He was done within 20 minutes and did not leave a mess. I am so pleased with the staff at Aiello Home Services, I would (and will) highly recommend them to everyone.

Review: Replacing hot water heater took 5 visits due to repeated errors. Also, they installed a new Central AC which is now only 2yrs old but has problems.

They verbally expressed (during installation) that this AC unit would be reliable and last for a long time without hassle, but it's less than 2 years old and we've now had to pay for two separate Aiello service calls to repair it. When asked why this unit would have these kinds of problems so soon, the General Manager ([redacted]) offered no explanation, but promised to look into it and call me back. He never did. And now the unit needs to be repaired again. We relied upon their verbal assurances and their violations constitute a violation of promissory estoppel. Desired Settlement: For repairs that are so beyond the norm for a unit such as this, and for refilling refrigerant that should not have been required for several more years, we've already paid approx. $250. I would like this refunded in addition to any fees they charge us for this new repair (which must be done after hours).

I am very satisfied with the service that I received. James was knowledgeable and got the job done in a timely manner. He was courteous and I would definitely call Aiello again when I am in the need for heating or plumbing service.

We had a plumbing emergency and had service technician James F[redacted] assist with great service he came right out and then again a few days later with great service. He installed a new toilet within an hour. He was professional, helpful, arrived early and explained everything ahead of time.

Review: I called Aiello in October to repair a propane gas furnancein my home. I actually had 2 gas furnances, one for the 1st floor and one for the main living area on the first floor.The 2nd floor unit had recently been repaired by another servie provider and was working well.The unit servicing the first floor was not working and it was suggested that I replace it at a cost of approzimately $4000.I decided to accept Aiella's pro[osal to replace both furnances for %7508 after paying them$313 for a servie call which did nothinbg but provide a lead for the sales person.Aiella replace both my furnances in early November but left many quality issues and to date I have had tjem back to my premises 5 times to fix theings that were done imporerlyand again today I am without heat ofrom my first floor furnane.I had a incorrectly installed thermostat that was blowing fuswes in the 2nd flor fuernance, had openings in the fron of the first floor furnane that was blowing heat out thriough the fron of the unit, had poor connections between the furnance and the duct work which requirred a connection to be mde/repaird and also needed an open section of duct wpork for the 2nd floor furnance to be closed.Heat supposed to be going into the ducts to heat the living space was instead blowing on the walls in the basement furnance rooom.Also when the furnances were originally installed, there was a wiring proplem wjich prevented the second floor unit from running which the installer attributed to a wireing problem from the factory of the equipment manufacturing.Desired Settlement: I would not recommend this provider to anyone else and want my complaint to be listed on your site reference.I may request qa monetary resolution if the problem persists in order to have a qualified HVAC expert to fix properly.

Business

Response:

Mr. [redacted],

As of this writing, all of your concerns have been resolved, thank you for allowing us to serve you.

Customer Concern 1: Customer claims he paid a $313 service fee for what he calls just a lead for the sale person. Aiello Sales Representative actually gave him back $350 towards the service call in a discount of the Installation.

Customer Concern 2; improperly installed thermostat. Thermostat was installed correctly. Technicians found that the thermostat wire at the thermostat had a bare spot in it and we had to strip it back farther in the wall to correct. We also at that time sealed around the line set access holes to prevent air from blowing out.

Customer Concern 3: duct work connections. Aiello did had to go back again for blown fuses, at that time we found a part of the duct work had in fact pulled away. It was a missed at the time of install and Technician did reconnect and fix. Looked for reason why fuse keeps blowing, Technician checked all wires found what he thought might be a pinched wire from factory. Second Technician went back and we decided that it has to be a bad thermostat wire in the wall. Aiello sent licensed electrician there at no charge he ran a new wire and relocated thermostat and everything is working fine. No further calls since. Ultimately there was a bad existing wire in the wall that was shorting out periodically.

Aiello has responded and taken care of all concerns of customer

Review: I called Aiello to service 2 AC units. The first unit had a breaker problem and it was repaired.The second unit, I showed the Tech. person that the condensation pump was not pumping water from the reserve. Their was water on the floor. The Tech. person said a new pump was needed and that the new pump would take care of the water and get it outdoors. He replaced the pump and after a couple of days the same problem re-occured.I called Aiello and they sent out another Tech. person. He said the new pump was working but that the plastic tubing that caries the water out from the pump was pluged and that was the reason the water was going nowhere other than on my floor. He said, it needed cleaning and he did so with a general cleaner. He was not sure that I needed a new pump to begin with. The old pump was working, the problem was the tubing and not a new pump.The first Tech. person only wanted to sell me a new item, nothing more.I feel I was sold something I did not need.I called [redacted], the customer sevice person, left a message and he never called me back. Now I am contacting you for your help.I never signed a paper for the work to be done, he did tell me the cost of replacing the pump and the next thing I know, he brings me a bill.He never really checked the pump. At the end, he did the work and I paid him becasue I felt he knew something about repairing AC units. Not reall!I do not have the old pump.

Product_Or_Service: Condensation pump for ACDesired Settlement: I want a full refund.

Business

Response:

I have left a message for Mr. [redacted], trying to resolve his concern and as I am about to leave work for a week, my wish is to keep both Revdex.com and Mr. [redacted] informed of the progress of his concern. The Week Mr. [redacted] left a voice message for me, I was out that week and my voice mail stated this information. This was the only reason he did not get a return call, upon returning to work, I followed up and returned his call and left a message. Mr. [redacted] was quoted the dollar amount of the work, as he states. But, contrary to his statement; I have an authorization signature from him for work to be performed. I am willing to work with the customer, but a full refund is an unreasonable solution. I am willing to split the cost of the service call as the customer has the benefit of a new condensation pump in his home.

Consumer

Response:

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

I am out of town this week. Returning today.

I am not accepting his offer.The only reason I have a new pump is because his tech person misdiagnosed the problem. My pump was running but the water was coming out of the housing of the pump. He said I needed a new pump and that would care of the problem.

He replace the pump and after a few days I returned to check on it, only to find the same problem. The pump was on and the water coming out.

I called Aiello and a new tech person was sent. He said the tubing needed to be clean, he did so and the pump started to move the water out.

He said in a wink and nod, he could not tell for certain but the actual problem was dirty tubing.

Yes, I have a new pump, but it was not needed.

I can call Aiello on Monday to discuss but I do not need a refund on the serice fee. I want a refund on the cost/installation of the pump! It was not needed!

The service call fee justified.

Business

Response:

Aiello will refund the pump fee, and only charge the service call fee.

Consumer

Response:

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

I was asking that the total charges for the pump be refunded. I will pay for the service charge.

Aiello would refund the cost of the pump and the installation as well

Again, if that is what Aiello is stating , we have an agreement anything else we have no deal.

Consumer

Response:

This issuse has not been resolved.

As I stated on my last message,

I am willing to pay for the service call but I expect a full refund for the cost of the pump and full refund for the installation.

I did not need the pump( according to the second tech. person that corrected the problem and if I did not needteh pump, I should not have to pay for installation of something I did not need.

Full refund.

Business

Response:

Aiello has agreed to a full refund

Thank you

As usual, they are a phone call away. Had a plumbing issue and setting up a convenient time for me was no problem. Stacy was on time, efficient, professional, straightforward, and knowledgeable. Would recommend Aiello home services even if they are pricey. You will always get top-notch service from a very accommodating and courteous staff.

KEN B. SERVICED MY THREE FURNACES QUICKLY AND EXPERTLY. IN ADDITION HE HELPED MUFFLE A VIBRATION NOISE FROM MY WATER HEATER, HE WAS EASYGOING AND LIKEABLE. I WOULD HAVE HIM SERVICE MY EQUIPMENT ANYTIME.

What can be any better than perfect

Review: Aiello service providers came to my home and provided me with an estimate to repair a broken heating pipe and purging of the heating system. I signed off on the estimate with the knowledge that the price of the estimate may change after the actual completion of the work. Also, the estimate did not include an itemized costs receipt for the $680.96 I was charged. I was shocked when the repair took an hour and involved replacement of 8 inches of copper pipe and the purging of the system. When I called Aiello and tried to ask for an itemized receipt for this $680.96 cost. I was informed that they did not provide this type of information and that I paid for a service not a repair job. In looking up the track record of Aiello, I found that this is a common complaint.Desired Settlement: A reasonable price for the work completed which included an hour of labor and 8 inches of copper pipe.

Business

Response:

[redacted]

On January 9th

we were invited to [redacted]’s home because she had no heat on his lower

level. She called in at 7:50 a.m. and

was told we would have a tech to her between 10 & 2. We arrived to the job at just past noon on

the same day. Though the customer said

it only took an hour and was a quick fix, it actually took two techs and was

just over 1 ½ hours to complete.

Also, the price was quoted

up front before the work was started.

The customer approved the work and then we proceeded until we got her

heat working. When we quote work, it is

inclusive of parts and labor.

The customer tried to

reverse the charges with [redacted], but after reviewing the case, [redacted]

declined. They believed that we had done

everything contracted for and she approved the price ahead of time.

We her at Aiello work very

hard to please our customers because we know how fast word travels. However, with approximately 15,000 customers

served every year we know that we can’t please everyone. Some people will never be satisfied.

Do not ever call these people. They will come out and do the job but it will cost you your retirement savings. They came to my house on 11/23/15 to clear a clogged pipe. The tech was very pleasant and did the job well, but the bill was over $1,100.00. All he did was remove the toilet, clear the clog, then put the toilet back. Really people, I'm a single Mom and there will be no Christmas this year

I contacted Aiello for 3 plumbing issues. A leak under the sink, a leak in a hand held shower and a slow draining tub. The gentleman came and told me they don't fix hand held showers, and if they attempted to snake the tub they could break a pipe that had to access to repair. He did say that he could tighten the bolt under the kitchen sink for $145. No thanks. Then they charged me for the "consultation". I called a local plumber and he was at the house for 20 minutes, fixed all three issues and charged me $150. Basically, I paid Aiello $45 to have them tell me what the couldn't do.

Service technician was on time . He explained the job and cost.
It was done in a timely manner and he was very neat.