Hood Dreams Online

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 For your reference, details of the offer I reviewed appear below The first repair job Musso completed failed (completed 11/14)The reason the line backagain (11/26) was that the trap replaced by Musso (11/14) did not have the correct pitchDue to the way Musso installed the trap, the middle of the sewer line was "bellying" and causing water to pool and drain slowly because the trap was laid lower than the middle of the lineAfter reviewing the situation, Musso stated that they needed to replace the middle of the line in order to get the proper pitchAt no time was it mentioned that the pitch would be an issueNote the sewer line had been in the ground for over yearsAfter replacing the middle of the line, Musso can back again and stated they had to replace the rest of the line! Musso then informed me after tearing up my entire backyard - a foot wide, by foot deep, by foot long hole - that they could not make the pitch to the sewerMusso then stated that it would be another $20K to complete the job Hearing this, I knew I was being scammedI called the town and village, who both told me that there should be no issue and that I should stop working with MussoI then called Erie County, who also informed me that there should be no issueI then called three other contractors, all three of which reviewed the job site AND COULD NOT BELIEVE THAT THIS HAD HAPPENED.With all said and done, Musso missed pitch by 9"This means they ran the sewer line almost a foot underneath the connection to the county!!! This is why the meeting was calledMrMusso was standoffishQuestions about why Musso did not restart the job from the house (where you are supposed to start) in order to gain enough run to properly lay the pipe were not answeredMrMusso failed to answer questions and provide any resolve besides pledging another, "quote."When MrMusso called with his quote - $17,- to fix the problem, I was flooredHearing this I suspended work and told him I would need a few days to A) call the bank and get financing and B) speak with othersMusso then had the audacity to send workers to my house - unauthorized - and then begin working again! This only added to the mess and expense! After research, I found four contractors who all stated that Musso was incorrectEach stated that the pipe could be run correctly without the excessive system proposedIn fact, each contractor stated that even if that was the case, that this aggressive system was needed, it would not cost more than $5,500; a third of what Musso was attempting to extort from meGiven this, I made the decision to kick Musso off the job and file this complaint.As an FYI, the new contractor was able to lay the pipe and hit the proper gradeIn one day too...not the month Musso spent Regards, [redacted] ***

Thank you for the additional information regarding complaint ID [redacted] In regards to the additional information provided by the consumerThe letter that the consumer provided states that the unit had been registered with Luxaire and qualifies for a year warranty from LuxaireThe warranty in question is provided by the manufacturerThe consumer may contact Luxaire with any further questions regarding the warrany as the warranty is not provided through our company, it is provided through LuxaireThe consumer can contact Luxaire either by mail at : York Dr, Norman Ok or by phone at 877-874- Thanks again [redacted]

here is a scan of the receiptPlease note I did not sign the authorization for work.Thanks!

To Whom it May Concern, Thank you for your letter regarding complaint ID # [redacted] We appreciate the opportunity to provide our perspective on this situation On November 12, Mr [redacted] entered into a contract with our company to install a new outside house trap with a vent riser as Mr [redacted] had been having sewer issuesSoon ater the initial work had commenced additional issues were found in Mr***'s sewer line that would also need repair in order have his sewer line working properlyMr [redacted] signed a second contract with our company on November 13,which included Musso Plumbing and Heating excavating towards the main sewer ft further from the origianl proposed work, in order to make necessary repairsThis work had been completed on November 14, Musso Plumbing and Heating was called back to the [redacted] Residence on November 26, At this time the sewer line was cameraed and additional problems were foundAfter discussing the problems at hand, as well as price, and how the work would be completed Mr [redacted] signed a contract with Musso Plumbing and Heating to excavate from the outside forward sweep cleanout and replace the latteral sewer from CO to the main lowering the sewer line at the tap to establish the proper pitch on the latteral sewer in accordance with local/state codeIt was discussed at this time , if the proper pitch can not be established due to the sewer line exiting the house being too deep Musso would quote a price to install an ejector pit with a new hung sewer that would exit the house and connect to the sewer line The sewer at the [redacted] residence was found have numerous problems which would need repairThe major problem is that the sewer line from the house to the town main sewer has an incorrect pitch and is pitched in the opposite direction , running toward the houseThe latteral sewer is set lower than the town sewerThere are also issues that exist with the type of soil underground as well as the ground water elevationMr [redacted] has experienced these problems due to a previous repair that wa not made by Musso Plumbing and Heating On Monday December 8,at 12:P.Ma meeting was held between MrMusso of Musso Plumbing and Heating, Mr [redacted] (Homeowner), and Mr [redacted] Virkler the assistant sewer repair supervisor from Erie County, in order to plan the next steps in the sewer repair at the [redacted] residenceAt this time plans were outlined to dig a trench and install a new sewer line from the main to the house at 4' elevationThe sewer will need to be pitched at 1/8” per foot by code to the mainIt was also discussed that a new hung sewer line would be installed in the basement in order to connect to the main stack, as well as installation of an ejector system in the basement that would connect underground drainage and the pump to the new hung sewerA price for the above described work was given to the homeowner (Mr***) at 3:P.Mon this dayAt this time Mr [redacted] stated that he would be looking into financing options and would inform Musso Plumbing and Heating how to proceed On December 9, at 10:A.MMrMusso called Mr [redacted] to follow up with plans that have been discussed MrMusso left a messageOn the same day at 3:P.MMrMusso again called Mr [redacted] leaving another message On December 10,MrMusso Called Mr [redacted] at 10:A.Mto discuss Mr***'s decision regarding how to proceedMrMusso left another message On Thursday December 11,at 11:A.MMrMusso called Mr [redacted] from Erie county to discuss the jobAt this time MrMusso was instructed to connect the latteral sewer from the house to the main sewer pitching in the direction it was found when work had commenced and to back fill for safety before removing Musso Plumbing and Heating owned equipment from the job site, as he had not yet received a response from Mr [redacted] whether or not to proceed with the proposed workMr [redacted] did inspect the work completed as MrMusso was instructed At no time was any work done while waiting for a response from Mr***No additional work was completed on this job siteHowever, for safety reasons the trench was backfilled before equipment was removed from [redacted] ***On this day at 3:P.MMrMusso received a call from Mr [redacted] who stated that he no longer wished to continue working with Musso Plumbing and HeatingNo additional work was continued and none of the Musso Plumbing and Heating staff members were sent to do work after Mr [redacted] had stated he no longer wished to work with our company Musso Plumbing and Heating has lost a considerable amount of work time in o rder to accommodate Mr***, which in turn has resulted in lost revenue at no fault of our own, due the conditions that were found at the [redacted] residenceSincerely, [redacted] Office Manager

Thank you again for the additional information regarding complaint ID # [redacted] We have reviewed the consumers responseI do understand that the consumer feels a service charge should be no more that $However Musso Plumbing and Heating performed extensive work to the broken lines in the customer boiler system in order to be able to restore heat to the customers homeAs the consumer states in thier response pipes must be thawed before restoring heat to the boiler system to avoid further damage In the inital visit on 1/12/the customer was charged only the travel fee of as the technician need to return the next dayOur technicians returned the next day 1/13/per the customers request to thaw and repair broken pipes in the boiler systemAt this time the customer was given a detailed account as to what work the technicians would complete as well as the cost to do the workThe customer signed the invoice giving the technicians approval to ove foward with the proposed work The technicians spent an excessive amount of time in order to make the repairs The technicians repaired leaks in the baseboard system and also thawed frozen lines as well as replacing an air eliminator in the boiler and purging and testing the systemThe original bill for the work being completed was $which upon completion of the work the customer stated they would only pay $for which amount the customer provided a checkAn invoice was written by the technician to reflect the amount the customer would be paying for services on this day On 1/14/the customer called Musso Plumbing and Heating and stated that there were additional issues that were not resolvedAt this time technicians and Mr.Musso went to the residence and found that lines in the furthest side of the house in the back bedroom were also frozenThe cost of the additional work equals $for which the customer was not charged as MrMusso waived the cost of the additional work as the customer stated they were unable to spend anymore money that she had already spent so much.MrMusso Offered to discount the work to $to be more affordable to the customer An invoice was written for $and was further discounted to $250.00, the customer stated they would not pay In order to keep the customer happy MrMusso did not collect payment for this work completedThe customer was advised to not tamper with the baseboard system if a problem arises in the future As the Custoemr noted in thier response they refused to pay for some of the work and did not pay for itAt this time Musso Plumbing and Heating has lost a considerable amount of revenue by not being paid in full for the work completed at this residenceAt this time MrMusso is considering contacting the courts in order to recover the unpaid charges ecrued on this jobSincerely [redacted] ***

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 For your reference, details of the offer I reviewed appear below "See attached" Regards, [redacted]

Thank you for taking the timeout of your day to discuss complaint ID [redacted] with Mr***In regards to this complaint and as Mr [redacted] did outline earlier today all pricing information was provided to the customer prior to any work beginning at the customers residenceThe customer did give approval for our company to work on the frozen water lines at a price of $per hoursThis price of $includes labor and the use of the thaw machineAfter two and a half hours of our technician working at the customers home the customer was asked how she would like to proceedAt that time the customer informed the technician to stop work as it was too expensive to keep going and that she would call our office when she would be able to proceed with any additional workThe customer provided a credit card for payment for the services rendered on 2/21/The customer did call in the following days looking to speak with someone in regards to the services she had received during oue comapnys visitThe customer did have a telephone conversation with Mr [redacted] in which the customer requested a refund of $Mr [redacted] did agree to refund the customer the requested amountAt the time of the customers request the provided credit card had yet to be processed and therefore was processed for the amount of the visit les $for a total of At the time of their phone conversation the customer did state that she was satisfied with the refund of $Per your request we have looked into the credit card charges that coincide with this complaint idThe credit card charges did go through and our office has not been informed of any chargebacks or credit card disputes at this time Thank you again [redacted]

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 For your reference, details of the offer I reviewed appear belowRegards, [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]

Thank you for the information regarding complaint ID *** On July 10, 2015, Musso Plumbing and Heating entered into a contract with *** *** The contact stated the following: install sump pump discharge lines and gutter downspouts with a new storm line and bubbler connecting
to the storm sewerMusso will backfill and leave grade high to allow for settlingThe contract included all labor, material and permits (see attachment CXXXX) for $4, Mrs*** paid us a down payment to begin the work and paid us in full upon completion of the work on July 16, On July 15,Musso Plumbing and Heating arrived at her residence at *** *** *** to begin the work as per contractThe required permit was filed with the Town of Amherst on this day Due to the fact that there was not a storm main at the street, Musso Plumbing and Heating did additional work by creating a storm pit and also excavated and replaced a concrete pad to allow for drainage from the line at no additional chargeUpon completion of our work on July 16, the customer signed a customer satisfaction form stating that the work had been completed to her satisfaction (see attachment) In addition, all work completed was inspected by the town of Amherst plumbing inspector and all work had passed inspection at that timeDue to customer request Musso Plumbing and Heating returned to the residence at *** *** *** on August 17, and changed how the pipes were connected despite the fact that the completed work had passed inspection Since the contract has been signed, Musso Plumbing and Heating has not terminated any employeesWhen Musso Plumbing and Heating does work for a customer and the customer requests additional soil to be removed we charge customers additional money Thus, the contract states we will leave the dirt high to settle, and we did not remove any soilThe stone found on the East side of the residence is Type stone This stone has not been purchased by Musso Plumbing and Heating in the last years, thus, there is no way we could have delivered the stone that the customer was requesting us to remove The customer had been advised that it would be an additional $to fix all landscaping issues around her homeThe pipe along the foundation of the home was left uncovered per customer request She was hiring some one to paint her foundation wallAfter much discussion with the customer and an onsite visit by Renee Musso, Musso Plumbing and Heating returned to the residence on October 12, to cover the exposed pipe and do some minor dirt tamping at no additional cost to the customer Upon our arrival the customer requested that we leave and not touch her property No soil was delivered and no stone was removed as the customer did not agree to the price discussed for those services Musso Plumbing and Heating is currently awaiting clarification from the Town of Amherst inspector pertaining to the concrete replacement in the sidewalkIf we are advised by the Town of Amherst that the sidewalk needs to be repaired Musso Plumbing and Heating is willing and able to perform this repairAs per the contract, it states that Musso Plumbing and Heating will leave grade high to allow for settling(Please see attached pictures)Our company policies state that our employees are not permitted to accept any side workAfter consulting with all of our employees we have determined that there has not been any money transferred between the customer and any Musso Plumbing and Heating employeeThe customer has had multiple contractors working at her home after Musso Plumbing and Heating completed the contracted work at the residence. We have included a copy of the contract which outlines the work entailed, price and customer acceptance of the contracted work, a customer satisfaction form and photos related to the work completed

The consumer called to say she received the check today

Thank you for the information in regards to complaint id ***In regards to the above mentioned complaint, our technician did service the customer on 1/8/Our technician was at the customers home for 1/hoursPrior to beginning any work our technician did inform both the customer
and her husband of the price to snake the sewer lineThe customer and her husband were provided our standard price and shown our straight forward price guide prior to beginning any workThe customer accepted the price that was given and signed the work authorization section of our invoiceI have also enclosed a copy of our straight forward pricing guideA snaking of the sewer is listed on the guide as #single line 3-4"While our technician was at the customers home he snaked from outside into the basementDue to the amount of root obstruction in the line the technician was unable to tell when he would hit the cleanout in the basementIn effort to be sure there was no damage he asked the customer to stand in the basement and listen for when the cable had reached the clean out so that he could turn the machine offWhile cabling the line the technician did pull out a lot of rootsThe technician discussed options for a permanent repair and provided prices to the customer and her husbandThe customers had declined any further repairsWe warranty and guarantee our workTherefore had the customer called us we would have happily returned to thier homeIn effort to resolve this situation if the customer would provide us a copy of the other companies invoice we will be more than happy to refund them the cost of the visit with the other company. Thanks Christina

*** , Thank you for the information regarding complaint ID We always strive to priovide quality customer service to all of our customersAs the consumer stated we did provide service to him on June 21,It is our policy that any consumer should be notified of the
cost of work and accept this amount prior to our technician performing any workMr *** has recently joined our company and is learning all of our policies and procedures here at Musso Plumbing and HeatingAs the consumer has noted in his concern Mr*** did not have the consumer sign the work authorization section of the invoice disclosing the price of any work prior to performing diagnostic work at the consumer shomeIt is to my understanding that this was a true mistakeWe apologize that the consumer does not feel that he would be able to reach any agreement in speaking with Mr.MussoIn order to resolve this matter we would be willing to refund the $plus tax per the consumers requestThe consumer should contact me at 716-630-and I would be more than happy to get the refund out to him. Christina

We made several attempts to fix the furnace but believe that we may have been given the wrong part from the supplierThe customer brought back the gas valve and we have issued a refund to Mrand Mrs***This solution proved acceptable to both parties. Regards, David Bell
Office Manager

Musso Plumbing & Heating, Incwas contacted by Ms*** on December 14, 2012. On December 17, we were contracted to spot repair 2' x 6' approximately 60' from vent riserWe have no record of Ms*** contacting our office again until August 8, 2017. She stated that she had
been having issues all along and had other plumbers at her home to address the issue. At that time, we sent a technician out and he snaked the clean out in the basement and pulled out roots. The problem area is under the basement floor. There is no relationship between what we did in and the problem she is now having. Ms*** was offered numerous suggestions to solve the problem however she stated that she did not want us to do any work thereOn August 20, Ms*** called our office and spoke with our General Manager and told her that she had another handyman come out and he snaked the drain and poured hot water down and it cleared the drain. The problem is there are tree roots clogging the lines and when debris gets caught on the tree roots which clogs up the line. We are sympathetic to Ms***'s situation but feel we did clear the drain but Ms*** denied the rest of the work that needs to be done. Regards, Musso Plumbing & Heating, Inc

Revdex.comBryant Woods SouthAmherst, NY 14228Attn: ***Re: Complaint ID#: ***In response to the complaint referenced above, Musso Plumbing & Heating, Incwill be issuing arefund to Ms*** in the amount of $for the diagnostic fee.The customer requested service
because her hot water tank was not getting hot and it had not beencleaned in approximately yearsOur technician arrived on site and assessed the situationThe bestcourse of action at that time was for the tech to contact the manufacturer's customer service departmentto determine the meaning of the error codeAfter spending time with customer service, it wasrecommended that the gas valve be replaced, however that solution was not cost effective so we alsogave her the option of replacing the entire unitGiven that we spent an hour and twenty minutes onsite, we felt that a diagnostic fee was warranted.Regardless, we are happy to issue a refund to Ms*** and apologize for any confusion.Regards,David B***Office Manager

Thank you for the opportunity to discuss complaint ID # ***We here at Musso Plumbing and Heating strive to be the best in the industryIn regards to this complaintMusso Plumbing and Heating was called to the customers home on seperate occassionsI have enclosed all of the invoices from
our visit to the customer On the first visit to the custome on 11/19/our technician was unable to duplicate the problem that the customer was experiencingThe technician did find some debris in the inducer drain and did give some suggestions to the customer if the problem persisted so that the technician could better diagnose the problemOn 1/26/our company was called out again as the customer was having issues with the furnaceAt this time the technician found the inducer motor to be stuckThe technician oiled the motor and the motor began to run On the weekend on 2/13/the customer did call our company for servicesUnfortunately as the customer states she did not receive serves that weekend due to an issue with our answering service which was promptly addressedWe did send a technician to the customer immediatly upon receiving notice of her callAt this time our technician replaced the inducer motor which was faultyUpon completion of the work our technicain did not receive payment , at which time MrMusso himself called the customer to discuss the work that had been completedThe customer and MrMusso did discuss the previous work that had been completed as well as the replacement of the inducer motorIn good faith and due to the fact that our technicians had been out numerous occassions MrMusso did offer to discount the work on the 2/16/invoiceAt this time MrMusso and the customer agreed that a discount in the amount of half of the first invoices would be a satisfactory resolutionAt the time of this agreement the customer did provide the office manager with a credit card number to charge the payment for the visit on 2/16/It is noted on the invoice for 2/16/$minus the agreed upon discount of $for a total due of $which was charged to the customers credit cardAt teh time of charging the customers credit card the customer did verbally agree that this was a satisfactory resolution

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** *** I received a call from Musso Plumbing and Heating on April 3rd, 2017. We agreed on a settlement price. They told me a check was in the mail and as of today April 13, I still have not received a check

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hi, I can only find the invoice for the work performed by the second contractor showing that he performed the job for $4100. Will this work? I never spoke with anyone named ***