Crisafulli Bros. Plumbing & Heating Contractors, Inc

Thank you for bringing this to our attention. Making sure we provide our customers with exceptional service is something we take pride inWe reviewed the work orders to gain an understanding of services that were provided. Our technician identified two separate issues with two
munchkin boilersOn the first munchkin boiler we identified that there was an issue with the thermostat. We went ahead and replaced the thermostat at no charge. On the second boiler, the technician identified that the blower needed to be replacedThe technician however was unable to get the Venturi plate off the old blower and found the swirl plate was cracked. Being parts are manufacturer specific, these items needed to be ordered from the manufacturer. Since the customer was without heat, we offered to provide her with space heaters at our expense to maintain some type of heat until the parts arrived. As soon as the parts arrived, we sent out our lead technician along with a helper to ensure they could do a thorough job for the customer. Unfortunately, the technician that had initially visited the home was scheduled to be off that dayWe make every effort to be reasonable and stand by our workIn doing so, the customer was provided with a repair versus a replacement cost both at a reduced rateWe also took $off that was charged to the customer for travel to pick up parts, and provided the parts at a reduced rate. Additionally we did not charge for the full amount of time that the technician(s) were on site making sure the system was operating to manufacturer specificationsThis customer does currently have a current Red Carpet Service agreement and should have received 10% off of her bill. After applying the proper 10% discount to the bill, with the previously promised discounts, the total amount due is being reduced to $Additionally we would like to renew her Red Carpet Service Agreement free of charge to ensure she is provided with the Red Carpet Treatment that she deserves. This includes many benefits, discounts, and a tune up on both of her systems. Her current agreement is due to expire on December 27, 2016. Our company values all of our customers and any feedback that is providedTherefore, we are very grateful to you and the customer for making us aware of this concernRegards, Stephanie *** Customer Service Manager Crisafulli BrosPlumbing & Heating Contractors, Inc***

Crisafulli Brothers de-winterized and repaired plumbing issues on our property to get it ready for closingLess than a week later, I discovered that the pressure relief valve in the main water pipe they replaced was leaking as
this had not been properly installedI called them right awayAfter a couple of weeks of waiting, I was able get in contact with one of their managersTheir response was I needed to pay they over $for the service if I wanted their mistake fixedI told them this was ridiculous as it was clearly an issue that had been caused (or left unfixed) by them on December He stated that although there was that possibilityThe labor warranty is not transferableThat the bill was paid by the previous owner, and the warranty was voided when the property soldI told them that they even gave us written confirmation that everything was in working orderHe said, “we can come out and repair, but it will not be under the warranty”They finally came out on January 26, after I filed a complaintThey repaired one side of the valve but did not address the other sideI called them to have them revise that side to as this was not soldered properly and they indicated that they will come out to see and determine if the labor is chargeable at the time of serviceI have been on the phone more times than necessary trying to have them repair a job that they left unfix to begin with.I would like them to repair what they were initially paid to repairI would like them honor their workmanship

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  I do believe I was very thorough in my original complaint as to what the issues were and my concerns.  My response to Crisafulli is as follows:Thank you Ms. [redacted] for your response; unfortunately, it is not acceptable to me.  I would like to address several things in your response.As I previously mentioned in my original complaint, there were two separate issues with the two separate boilers.  The first issue was with the thermostat and although you did not bill me for the actual thermostat – I was billed and did pay for the work to troubleshoot the issue and replace the thermostat.The $135.00 credit for the travel to and from the manufacturer to pick up the blower should have been credited to my account as I should not be billed for the technician’s expertise in HVAC to drive to and from a location to pick up a part.  I also was never informed that I would be continued to be billed the hourly rate to do so.Per Kelly [redacted], HVAC Service Manager, when Wade and another technician went to the house on 10/31/16 to complete the job, it took them 5.5 hours for Wade and 3 hours for the second technician.  Ms. [redacted] had offered to charge me 3 hours of labor instead of that they claim it took them to complete the job (please note I was not home when the repair occurred).  I asked Ms. [redacted] to honor the one hour quote from Fred and she refused.  Despite my request both to Ms. [redacted] and in my original complaint, I have never received a detailed bill or an explanation of why it took so long on 10/31/16.  I have also never received a detailed invoice of the labor and/or the parts that were purchased and charged to me.The fact that I was provided with a repair versus replacement cost was solely due to my asking for such by Ms. [redacted]; not because Crisafulli offered me any options.The discount on parts and labor that you have offered to honor is acceptable to me.  However, I do not need Crisafulli to renew my Red Carpet Service Agreement free of charge.  I would like to you to honor the quote given to me by the first technician, Fred, of one hour to complete the job.
Regards,
[redacted]

Thank you for bringing this concern to our attention.  Making sure our customers are provided with exceptional service is something we take pride in. We reviewed the work orders to gain an understanding of services that were provided.   Our technician performed service on both the heating system and the plumbing for the previous home owner.  We then received a call from Maria after she had purchased the home indicating that there were some leaks that she believed had to do with work we had performed previously.  Our technician went out to access everything and believed that he had made all of the necessary repairs at no charge at the time of that service visit.  We then received a call from the customer indicating that further work was needed.  The customer was advised that we would be sending a technician out to her home to review everything.  Upon review, he would determine if the problems the customer is having deal with the work performed and if they do, he will correct the repair within the terms of the warranty.  If the problem described is not related to the work performed, the technician would provide up front pricing for any additional work needed prior to proceeding with any repairs. We make every effort to be reasonable and stand by our work. We are set to go back out to the customer’s home on Thursday to access everything further and come to a resolution We value any and all feedback that is provided. We are very grateful to you and the customer for making us aware of this concern. Regards, Stephanie [redacted]  Customer Service Manager Crisafulli Bros. Plumbing & Heating Contractors, Inc. [redacted]

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]

Dear [redacted], On behalf of our company, I would first like to apologize for the length of time it has taken to come to a satisfactory settlement with you. Customer satisfaction is our top priority and we would very much like to resolve this matter.  We were hopeful that the restoration company we...

hired would be able to bring your carpet back to its original state, but we understand that was not the case.  We had also hoped to work something out with you for the HVAC repairs needed in your attic, but understand that did not appeal to you either.  We find your request to be fair and agree to arrange for the damaged carpet and drywall to be replaced.  On a side note, Alan [redacted] our VP is married to the Owner/President of the company and I am confident that whatever was said was simply an attempt to reassure you.  If you would like to discuss this further or when you are ready to make arrangements to correct the damages, please contact our office at your convenience.

Revdex.com100 Bryant Woods SouthAmherst, NY 14228Attn. [redacted]RE: ID [redacted]Dear [redacted],Thank you for bringing this important matter to our attention, it is as important to us that we resolve customer satisfaction concerns in a timely manner as it is to the consumer.The...

customer's concern with our installation surrounds a latex based sealant that our installer used to seal a section of the shower stall that we installed. Admittedly, our  installer mistakenly used the wrong sealant and we humbly apologize for this. We scheduled a time that was convenient for the consumer to meet with Dan C[redacted], the Department Manager, and after his review he confirmed the above mistake. Within two days we dispatched a senior installer to remove the sealant and replace it with a more appropriate sealant and tested the shower for any signs of leaks and found none. We are confident that our remedial actions have satisfied the customer's concern and our obligation as an A+ rated contractor, however we have been unable to connect with the consumer to confirm.Please feel free to contact me for any additional information or assistance in this matter.Best Regards, Alan [redacted]

Revdex.com, Inc.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  On February 8, 2018 the technician arrived as scheduled.  Upon investigation, he determined that the issue was related to the work performed on November 30. 2017 and December 21, 2017, he then proceeded to correct the repair within the terms of the warranty with Mr. [redacted], approval. Overall, I'm pleased the issue was resolved. They stood by their work and did exactly what they said they would.  I hope they keep up this level of service to all their customers. 
Regards,
[redacted]

Consumer called, the business came out today and took care of the issue.

Though Crisafulli Bros did repair the shower unit and did issue me a credit which I accepted, their message to you is incorrect.
The "convenient time" was actually a choice between 7 am OR 3-4 pm, which I made time for by taking time off from work.
I did indeed meet with Dan Crisafulli, though he did not show for the first appointment.
Additionally, the day I accepted their offer (within a day of them making it) I received a bill in the mail for balance due which stated it was actually past due. I paid that balance at time of install, and have a receipt to prove this. Further communication with Crisafulli Bros revealed that they "misplaced" my check for $1262.
I will be issuing another check, and Crisafulli Bros. did apologize yet again.
As I stated above, I did accept their offer, but feel that misrepresenting facts is not something I will tolerate.
Cathy Morton
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]

I’m very sorry to hear that the customer is still unsatisfied.  Making sure our customers are completely satisfied is our number one goal.  While it may not always be evident to our customers, we always try to be as fair as possible in every situation. Rather than renewing the customers Red Carpet Service Agreement, we will take 50% off of the total amount due, which will bring the bill down to $254.26.    We will also send a detailed bill to the customer. If there are any further concerns, please feel free to reach out to me directly. Thank You, Stephanie [redacted] Customer Service Manager Crisafulli Bros. Plumbing & Heating Contractors, Inc. [redacted]