Aiello Home Services

So, I will say they had polite customer serviceWe called and they came out after another company didn't even call backHOWEVER, after fixing the tub drain, in service for one hour, it cost $That much money to snake a drain? Even car mechanics don't pull that kind of ridiculous chargingI'm happy they were polite, but that does not justify those pricesI'm all for fair labor and paying for quality, but $to snake a drain? NoAiello has forever lost my business

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 1/days, I have had requests for a review of this business

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] ***

All technicians were knowledgeable and curtious

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

The shorter version: On 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 companyFortunately, 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 systemOne positive, and it wouldn't be fair not to mention it, everyone I speak with continues to be polite, respectful, and legitimately tries to helpMore detailed version: 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 degrees and still heating on one floor and below 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 Jan 2015: Aiello wouldn’t be able to get the right technician out to address my problem until Jan 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 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 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 funeralJan 2015: I returned home and the house was struggling to maintain degrees on the main floor and 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 ErrorJan 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 Jan 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 ErrorMar 2015: Sent email that system didn’t seem to be working correctly when heating with the heat pumpMar 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 placeMar 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 Mar 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 ownerMar 2015: The service technician returned to install the part identified on Mar (departed work ~2hrs early)Apr 2015: My wife needed to stay at home so the lead electrician could check the electrical circuitApr 2015: I wrote to the service manager that I still hadn’t heard anything from the owner or general managerApr 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: unknownApr 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.” 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: unknownApr 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." 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 #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 problemsAug 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/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: unknownI'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

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] . I spoke with Frank, a representative from Aiello Home Services last week. The Aiello representative and reached a compromise.A few things I would like to note. One, the complaint to BBB was made prior to speaking with Aiello. However, it is my right as a consumer to do so. Based my discussion with Frank, he would have liked me to contact Aiello prior to the complaint with BBB. He believes that my actions were premature and he assured me that even without the BBB complaint Aiello would have still agreed to compromise the fee. Lastly, a point of interest was the interaction with the Aiello representative, though we agreed the interaction was somewhat hostile. The representative from Aiello was rude and arrogant. However, the matter is resolved. Aiello did issue a refund. Sincerely, Dr. [redacted]

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 processI will use Aiello again and will not hesitate to recommend them

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]

Jason M [redacted] did a very thorough job when assessing our home. Jason communicated what he was doing and why throughout the entire process. Very happy with his service. He definitely loves what he does!

The office staff was courteous and easy to communicate with They kept us informed of the schedule The technician, David, was on time, very helpful and corrected the problem quickly We will use Aiello again!

From: [redacted] Sent: Friday, August 04, 1:PM To: Revdex.com [redacted] Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] I have more info on this complaintWhen I looked at the receipt they emailed me, it turns out they doctored itWhat I signed for and what the receipt says are two different thingsThe service technician said his computer had crashed after I signed the first timeI noticed he changed the name of the product, but the price was the sameI read everything on his tablet computer, and signed againOn the receipt he somehow added a service charge of $that he kept secret from me, and was not on my invoiceHe said times the service fee will be taken off if I go ahead with the repair, as did his manager over the phoneHe also lied to me previously about signing for the $service feeAfter I initialed a fee for $appeared on his screenI confronted him, and said "you said it was only $99, over the phone and twice before signingThey also charged me $more than other companies quotedThey purposely lied and took advantage of me, and that is wrongI know for a fact that adding charges after I signed is unlawfulPlease help ensure at least that they do not keep doing this to peopleThere are more details, but I will wait and seeThanks

Called Aiello at 8: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

Phil J [redacted] *hecked out our air condition system and explained to us in detail that the system was in very good conditiion He was very friendly and answered our questions in a professional mannerI have been doing business with Aiello Home Services for many years, and have always been satisfied

Aiello came out for a minor leak repair on my toiletThey said one bolt from the tank was leakingIt would cost $to repairWhile taking the bolt off the broke the tankSaid he could install a new tank for $but if we did not want it he would still have to charge us for the initial repair of $So after breaking our tank they charged us $for the new tank and installation but kindly dropped the price to $They had the tank on the truck and my poor wife did not want to pay $and leave the bathroom worse off than before they arrivedI will never us Aiello againThey are Bad

Was very pleased with James F He explained everything in detail and helped with our purchase decision

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 We dispute some of their claims but in the end they agreed to refund us half of the charged/paid amount Sincerely, [redacted]

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 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)MrF [redacted] kept constant communication with me and my husband on all the steps he was doing while performing his workA job well done Thanks again James for all your hard work

Here at Aiello Home Services we always strive for the best option for the customerThis is the reason for multiple options presented OptionsCharge system with no warrantyFind leak2aHeat exchanger inspectionOffered customer a Service Partnership Agreement on described work, Declined the agreement at this timeReplace system Year standard warranty on all parts and labor installed by Aiello Home Services without Service Partnership Year Extended warranty on all parts and labor supplied by Aiello Home Services with Service Partnership Plan If Aiello at any time miss-diagnoses a job we always stand behind our work and will credit a portion of the service bill Aiello provide quality service to hundreds of customer a week and in no way tolerates any unethical practices, if this technician requires additional training Aiello Home Services will do just that to provide continued quality services to our customers Aiello will see to it that this concern is resolved and a credit is issuedThank you for the opportunity to serve

On January 3rd, at 2:pm, the [redacted] called Aiello Home Services for pressure relief valve leaking services regarding his heating system, Aiello Scheduled an appointment for January 5th, between 7:am - 7:am, our licensed fully background checked HVAC technician responded to the service callOur 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 madeThe customer then signed off that the job was completed for what the job was quoted and that they were 100% satisfied with what was doneI know no way of providing the services Aiello performed and better, each step of the way getting an acknowledgement along the wayNothing 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 complaintWhen our service manager was finally able to reach [redacted] they were able to come to a resolutionthe customer again now states he is satisfied and promised to call the Revdex.com and retract his complaintAiello Home Services