Cellino Plumbing Inc.

I am sorry that you feel Cellino Plumbing ripped you off. Every complaint I spend time trying to figure out the cause and if it is a legitimate complaint or not. (yes every company is going to make mistakes and I will freely admit when we make them).  This complaint is very hard to find...

information on because the job was done a year and 3 months ago, since then the technician that was out there has left and we have switched office software.  I am also a big believer in great customer service so if one of our receptionist ever hung up the phone on a customer they would be written up and re-trained.  With that said we do record all of our calls that come in and I will most definitely review yours.  I am particularly sorry if you did try and call for a manager or the owner and not get to one of us, I have never heard of such an issue with our company.  As I was reading over your complaint I found several statements that you made that were incorrect.  You stated that we charged you "$375 for 5 minutes of labor and a 10 cent part."  I tracked down the GPS report from that day and the technician was at your house for one 1HR and 11Mins after traveling 42Min to arrive on site.  He installed a Delta Repair Kit which is much more expensive then it looks as we use only OEM parts when possible, also we stock on our trucks which we build into the price as well. The customer was never forced to go ahead with getting the work done, we do charge a $30 dispatch fee that he would have been asked to pay.  Once the technician arrives and looks at the issue he then provides a quote that the customer signs off on before completing the work. This quote was $319.85 with a $5 discount deducted because the customer agreed to put up a lawn sign.  Our pricing on faucet repairs may be higher than other companies.  When we give the price, we do not change that price if something were to go wrong.  For instance if we had to open the wall to extract the cartridge this job would have taken several hours and the cost would have been what the customer originally signed off. If we did not have the correct part stocked we would not charge the customer to drive to a supply house and retrieve it.  Our pricing is based off the amount of time each task takes on average.

Fast friendly professional service. We had a sump pump go out and they were on site within an hour. Fair estimate. Very informative and professional service.

The technicians were on time, courteous, knowledgeable and professional.

When a backed up sewer turned into a the need to replace my entire sewer from inside the house all the way to the street the team at Cellini were amazing. They made a very stressful situation so much better. They are professional and explain everything in detail and lay out all your options. They entire team were wonderful. I have to give extra thanks especially to Adam and Payton. They were so great in explaining everything and making sure that not only was the work done right but that it was the least invasive as possible. I am so thankful they helped me through this messy situation. They are excellent ambassadors for the company. I highly recommend Cellino Plumbing.

My husband and I are very pleased with the service we received from start to finish from Cellino Plumbing on 1/6/16. The service rep who took my initiall call was cheerful and understanding There was a problem with our water heater. They promised to send someone and they arrived within the allotted time slot. The service reps Frank and Sage were very professional. Frank inspected our tank and determined the cause. He explained in detail the problem and gave us multiple options to consider. We chose the option we felt was best and the work was done accordingly. Thank you Cellino Plumbing. We will definitely call upon you again if the need arises.

I called Cellino plumbing in the morning of a Holiday, (Columbus Day) & had service that afternoon. I was called by Kathy to keep me up to date on when their representative would arrive. When John arrived, he was polite, went right to work & worked into the evening until the job was done. We needed a new hot water tank & after several trips or I should say 50 trips up & down the basement steps lugging the old tank out, new one in & always with a smile amazed me.
I would recommend Cellino Plumbing to everyone & thank you John C.

Customer oriented from the beginning - I called to have a drain cleaned out and was hoping to get an appointment within 3 days (figured that was reasonable). The girl said that they could have a technician there later in the afternoon, so I was surprised.
The technician (Frank) ended up running a little late but they called ahead to make sure I was aware there was a slight delay and if that was ok with me. The technician was very clean, professional and had respect for my house. He was also very personable.
Cleaned the drain quickly, kept me updated with his progress and gave me some tips for it moving forward. We ended up scheduling an appointment to have our shower rebuilt as we're remodeling and they were able to schedule me the next morning @ 9am. Again, can't complain one bit.
Again, Frank took great care of the job, explained everything and gave some other advice about the fixture we bought and how he set it up.
Overall, the service from start to finish to follow up has been nothing short of incredible. Cellino Plumbing appears to definitely put customers first and supply the best technicians possible.

Cellino Plumbing is a great company. We had a hot water tank quit along with an outside water spigot. Nick P[redacted] a plumber from Cellino, came over today - looked at the jobs and immediately took all the stress off of me, and put it on himself. I didn't have to be there if I chose, and he went to work and did a very good job and cleaned up. At a time of stress, it so nice to know that someone like Nick can be professional and knowledgeable and complete the jobs in a timely manner. Very polite and courteous, which is hard to find today. I recommend this company and especially Nick P[redacted] for any plumbing needs.

this was one of the most enjoyable expereinces I have had involving a knowlegeable techinican, he tool the time to explain what was happening and why

Called in the morning with a main service valve leak. Returned my call in a reasonable time. The service tech , Peyton S[redacted]i was very pleasant and knew what had to be done. Answered all my questions I had too.

In response to the complaint received July 13th
2014. Customer is...

dissatisfied with the work done citing that work was:
1.      
Much less work than what the plumber had
described.
2.      
Much less time than the 2-3 hours quoted.
 
Please consider that the work that was quoted was “to
install vent in downstairs bathroom drainage system $820.00 plus tax,” which
was completed. The price that Cellino Plumbing gives takes many factors before
providing a quote (travel expenses, materials, wages, insurance, etc.), which
was signed off on before starting the work. The job was completed as described.
Also, please consider that we bill by the job, not hourly. Whether our
technicians are done with a job and hour early or an hour late, the quoted
price will remain the same. We have found that our past customers are delighted
that our technicians are so skilled that they are able to finish projects ahead
of schedule. [redacted], the master plumber who gave the quote, was able to diagnose
the issue in a very short amount of time and fix it efficiently. Plus, this
work is guaranteed, as per the contract so we will resolve any future issues
with this repair.
In regards to the GPS question, our tracking system shows on
May 13th that [redacted]’s truck:
1. Left for the job at 8:06
2. Arrived on site at 8:18
3. Left the job site at 9:51
According to our dispatch board, the times that [redacted] clocked are:
1. Onsite at 8:20
2. Completed at 10:14
Based on this information, we see that [redacted] was at the job site anywhere from
an hour and a half to about two hours. From these stats, it appears that [redacted]
was closer to the lower end of his time estimate, which is a testament to his
ability to finish work efficiently. If, hypothetically, [redacted] did run long with
his time spent onsite, there would have been no additional charge (as we charge
by the job, not hourly). However, he was on time, finished the work ahead
schedule, and finished the work correctly with no emergency rush fee.
Also, consider that the first day that we visited the site
was on May 5th 2014 to, which an additional hour on top of all other
time mentioned. Our records show that there was no charge for this visit
despite the various costs of dispatching a technician. Our GPS shows [redacted]’s
truck:
1. Left for job site at 4:14PM
2. Arrived on site at 4:36PM
3. Left the job site at 5:15PM
The complaint we received refers to our practices as “misleading.” Let the
record show that we delivered the quote over a week before we started any labor
(Quote given on May 5th, work started and completed on May 13th),
which is time enough to get additional quotes and to consider whether or not
the work would be of value.  To recap,
our quote was given over a week in advance, our technician arrived at the time
appointed beforehand, the technician completed the work ahead of schedule, the
work that was completed is in good and working order, and the work was done as
described.
We do acknowledge that we did not follow up as we should
have, and for that we apologize. There is no excuse for not following up with
our customers nor do we wish to give one. Also, we regret that you are not 100%
satisfied with our service. We at Cellino Plumbing try our hardest to
completely satisfy all of our customers. We would like to offer $100 back from the
work completed for your hardship.
 Again, we always
strive to deliver efficient, on-demand service for every plumbing issue. We are
thankful for the opportunity to work with you and are open to any additional
questions or concerns.

Prompt service, actually came earlier with a phone call to see if it was convenient, that worked out best.
Nick was professional courteous.and very informative . Pleasant and I would call again for service definitely. And solved the problem!,

Great experience with Cellino plumbing. Nick P. was outstanding!

When you are in an emergency situation requiring a plumber you better have a large stash of emergency cash. A job that starts out with a quote and only includes partial fix then turns into a large bill as every step to fixing the issue has its own charge.

A huge thank you to Nick P. and his trainee, John for helping me out with a plumbing issue this past week! They were both very professional, they came in and assessed the situation quickly, gave me a few options, answered all my questions, and quickly completed their work. I would definitely recommend using Cellino Plumbing and specifically Nick P. Thanks again!

Great service from Payton ! Very professional and knowledgeable. We'll be calling this business again

Jeff was very wonderful! He explained to us how best to solve the problem with the kitchen sink and then did the work in a timely and professional manner.
Thank you Jeff.

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. 
Regards,
[redacted]

Our sump pump and backup pump were both old/disfunctional and needed replacement. Nick P. arrived as scheduled and was extremely courteous and professional. He gave an estimate with no pressure, after we accepted he completely replaced both pumps within a few hours. Both pumps operate smoothly and quietly. Now we can sleep at night knowing our newly finished basement will not be destroyed by flooding...Thanks Nick, job well done!

They made a service call to my home on a saturday,new years weekend with no extra service call charge.Lucas C. was very proffesional.