Aiello Home Services

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

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

Tom was very helpful and very informative and reviewed everything he was doing and answered all my questions.

Aiello is fast, reliable, and professional. They respond to requests for service almost immediately, and they show up when they say they're going to show up. They estimate the price of the work up front, and stick to that price when the work is done. They do good work, and are very respectful of your home. Many smaller contractors do not even respond to requests for service, and even when they do, they are often late or just no-shows. With Aiello, that fight is over. You may pay at the higher end of the price range for Aiello's services, but if your time and a quality end-result is valuable to you, it's every bit worth the price.

Ross and Joe performed an energy review of my home on May 24, 2016. They arrived on time, were extremely careful and courteous and engaging. They explained everything they were going to do, asked appropriate questions and completed their work as anticipated. They replaced older type light bulbs, pressure tested the house for air leaks, caulked fireplaces that had air leakage, repaired problem areas in basement, including crawlspace and sealed air leakage into attic area. We have been very happy with the service from Aiello employees over many years, but Ross and Joe are two of the best.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]their position is as long as I find and purchase the fixture then they will install it, Their compromise  is I will pay additional money for the parts and they will install it .  The main focus of my complaint is that I was overcharged for services that were not needed because of overly aggressive salesman taking advantage of my wife at the time of sale.  The only way I would be satisfied for $1000 to be returned to me and they don’t seem interested in any compromise that returns my funds to me .  There was no compromise in their conversation with me.

When the service call was booked with [redacted] on 8/2/17, he was informed and agreed to a $99 service call charge.  Thiis is the amount Aiello Home Services charges to send a service technician to a home to perform service.  Upon arrival and before the technician began he had [redacted] sign the authorization to begin work and agreeing to the $99 service call.  The technician then informed [redacted] that he would need to perform a diagnostic on the system to determine the problem and that there is a charge of $149 to perform the necessary diagnostics.  He also informed [redacted] that he would waive the diagnostic charge if she would be going ahead with the repair.  Mrs. Agreed to this charge.  After diagnosing the problem, the technician informed [redacted] that the problem was with the primary control and it would cost $648.28 plus tax to make the repair.  [redacted] agreed to the charge for the repair.  The technician deleted the diagnostic charge from his IPad, substituted the cost of the job to replace the primary control and had [redacted] sign the authorization to commence the work.  When he was complete, he had [redacted] sign again that the work was complete and authorizing payment.On 8/3/17 [redacted] spoke to Aiello Home Services' service manager.  Due the confusion between the terms, "service call" and "diagnostic fee" our service manager agreed to refund the $99 service call.  [redacted] was very pleased with this result.The refund was issued 8/3/17.  This matter has been resolved.Stephen F[redacted]HVAC Service Manager

Steve S[redacted] did a great job of identifying the problems with my boiler, advising me of several options to fix it and providing information about the Aiello partnership program (which I decided to join). He was efficient in his work and pleasant to deal with.

Technicians did a wonderful job! Explained everything & cleaned up after themselves.

Complaint: [redacted]
I am rejecting this response because: I don't dispute the service call price for coming to my house. I do feel that the price they wanted for the part was outrageous its a $12 to $15 dollar part. They wanted to charge me almost $300. I feel they are price gouging the part. I understand they need to make money but that is BS.
Sincerely,
[redacted]

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

Quality work. Very professional.

From: [redacted] Sent: Friday, August 04, 2017 1:04 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 complaint. When I looked at the...

receipt they emailed me, it turns out they doctored it. What I signed for and what the receipt says are two different things. The service technician said his computer had crashed after I signed the first time. I noticed he changed the name of the product, but the price was the same. I read everything on his tablet computer, and signed again. On the receipt he somehow added a service charge of $99 that he kept secret from me, and was not on my invoice. He said 4 times the service fee will be taken off if I go ahead with the repair, as did his manager over the phone. He also lied to me previously about signing for the $99 service fee. After I initialed a fee for $256 appeared on his screen. I confronted him, and said "you said it was only $99, over the phone and twice before signing. They also charged me $400 more than other companies quoted. They purposely lied and took advantage of me, and that is wrong. I know for a fact that adding charges after I signed is unlawful. Please help ensure at least that they do not keep doing this to people. There are more details, but I will wait and see. Thanks

Over the past 10 years or so Aiello Home Services has serviced our central air conditioning system and the service has been very good. All of the technicians who have come to our home to perform the annual maintenance/checkup of the system have been very professional, courteous, and great technicians. We have not had to have them come back for a "REDO"! In addition, several years ago when our system was approximately 18 years old we decided to replace it and we asked Aiello to review the system and provide an estimate for their work. We met with a representative of the company in our home and were very pleased with his recommendations and price. The installantion was EXCELLENT! Aiello sent out a "TEAM" of installers approximately 5 gentlemen who worked from 7:30 a.m. until 5:00 p.m. (NON-STOP) removing our old system and installing the new system. This was a lot of work, but their team was exceptional. These gentlemen were professional, HARD WORKING, and VERY NEAT - no mess - nothing was damaged. We were thrilled with the installation and the excellent team that Aiello sent to out home. These installers were FIRST CLASS! My wife and I always recommend to our friends and family Aiello to install and service central AC!

Aaron was efficient and knowledgable. He answered all questions.

Michael R[redacted] was very hard working and was quite efficient.
He was in and out in a few hours. My new water heater is working fine, and the old one is gone.

Here at Aiello Home Services we always strive for the best option for the customer. This is the reason for multiple options presented Options. 1. Charge system with no warranty. 2. Find leak. 2a. Heat exchanger inspection. 3. Offered customer a Service Partnership Agreement on described work,...

Declined the agreement at this time. 4. Replace system.   1 Year standard warranty on all parts and labor installed by Aiello Home Services without Service Partnership 2 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 issued. Thank you for the opportunity to serve.

The service provided was to re-set a toilet using a new seal. The work was completed as expected. However, the fee charged for the service was much greater than it should have been ( $376 + a $49 service call fee) because 1) the on-site time required was less than 1 hour and 2) the parts required to complete the re-setting cost less than $10 retail.

Very professional. Took time to explain humidifier problem to me in language I could understand. And showed me some maintenance that I could do to make my humidifier run more effecient and possibly prevent same problem from happening again.

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