Crisafulli BrosPlumbing & Heating Contractors

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 $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 ***, HVAC Service Manager, when Wade and another technician went to the house on 10/31/to complete the job, it took them hours for Wade and hours for the second technician Ms [redacted] had offered to charge me 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/ 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***; 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 inWe 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 repairsWe make every effort to be reasonable and stand by our workWe 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 providedWe are very grateful to you and the customer for making us aware of this concernRegards, Stephanie [redacted] Customer Service Manager Crisafulli BrosPlumbing & Heating Contractors, Inc [redacted]

Dear ***, 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 youCustomer 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.comBryant 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 installedAdmittedly, our installer mistakenly used the wrong sealant and we humbly apologize for thisWe 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 mistakeWithin 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 noneWe 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 ***

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