Hood Dreams Online

Musso Plumbing and Heating did provided service to this consumer on July 7, At this time pounds of freon was added to the consumers air conditioning unit We have included a copy of our straight forward price guide where it outlines the cost of freon Unfortunately, the price of freon
has increased as it is a marketable item therefore causing our company to raise the price of freon to $per pound and our new price book has not yet arrived. The consumer did complain that his unit does not take pounds of freonWe looked up his specific unit by the model number provided by the consumer and determined that his specific unit can take 6-pounds of freon or more depending on the length of the lineset.In order to resolve this matter Musso Plumbing and Heating is willing to refund the consumer $58.73, which is the difference in price in freon from the old straight forward price book and our new straight forward price book that currently being printed. Christina G***

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 belowI authorized them t o get a price quote but never authorized them to complete the work for that price, which is evidenced on the contractI told them it was too much money and they packed up and leftThey never got the water back onThey never did the work properlyMy brother in law did the work and came out times after *** and got the water back on and even replaced the heat pumpAs soon as the heat pump was replaced I got my water back on, ***'s tech said they would not replace the heat pump for meI disagree with the threats of harassment against me and my credit card is still in dispute with my credit card companyI want a full refund as I did not authorize the price of the work to be completedI was not satisfied with the $credit Mr *** claimed had satisfied me, I want full refundI would never recommend this business to anyone else Regards, *** ***

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
To whom it may concern, The receipt/invoice received from this company had nothing written on it But "AC"The receipt/invoice was left blank! I never received any pricing list from this company like the one attached either!There
was No specification on receipt/invoice of what work was done, how much
that cost was or how much the Freon cost per pound? I would of NEVER
signed the invoice if I knew what they were charging $per pound for
FreonThey scammed me! I will accept no less than $refund! Since
this incident I have checked with many other heating and cooling
contractors and the price for R-Freon ranged from $90-$$per
pounds sure seems like price gouging to me? *** *** *** ***

I am writing in response to complaint ID # ***I have reviewed the consumers complaint in regards to service at his home on 11/8/I have further reveiwed our phone calls for this time frame and have reveiwed the information given to Mr*** in regards to our serviceIt was clearly
explained to Mr*** during his first phone call that it is $for the technician to come to his homeAt which time the technician would take a look at his boiler and review with him what the best way to repair the boiler would be as well as the cost from our straight forward price guide to make the repairsMr*** was informed at this time that the technician would not begin any work without his approval to do soAt this time I was thanked for the information and told he would call backMr*** did call back later in the day and spoke to a representative from our answering service, he informed the representative that he had called earlier in the day and we were the cheapest so he would like us t come out to look at his boiler. At the time of the technicians visit , the technician did activate the auto fill manual lever and filled the systemThe technician did recommend replacing the current boiler, Mr*** did have us apply for financing to do the replacement work unfortunately he was not approved. I have forwarded our recorded phone calls with Mr***as a reference. Sincerely, *** *** Office Manager

I spoke with *** and she stated the business called and offered $refund by check, which she accepted

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.   Contrary to Musso's Revdex.com complaint response, I was advised that one employee WAS terminated after the job was incorrectly completed including existing downspouts which were stressed at angles in order to properly fit into drains installed by Musso as well as discharge pipes which had to be lifted due to elevation issues (too close to ground, would be plugged by snow). The Musso employee did take $100 cash for side work of waterproofing basement foundation and unfortunately receipts were not exchanged so I am taking this as a loss. It's VERY unfortunate that a company does not know what their own employees are doing including removing soil from job sites which was seen with my own eyes.  This is a case of a company walking all over a senior citizen, including suggesting in person that perhaps "I forgot" who brought the mysterious stones which were dumped by Musso and left at my house. NEVER again will this unethical company be considered for work!   Regards,   [redacted]e [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will be happy to supply the invoice I received from the other plumber.  Please tell me where to email the invoice.  Regards, [redacted]

On April 25, 2017, we went to [redacted], for service at Mr. [redacted]'s house.  The customer had blockage between laundry tub and mainline stack in basement. Used 3/8" cable to remove blockage approximately 20' out.  When our technician left, the line was open and running. ...

Customer was charged $774.21.   On April 26, 2017 Mr. [redacted] called our office to complain about the pricing.  On May 12, 2017 a refund check # [redacted] was issued in the amount of $350.00.  The check cleared our account on May 18, 2017.    On May 19, 2017 Mr. [redacted] called our office and stated that he was having the same issue.  We returned and cabled the sewer again.  The customer was not charged for this call.  The sewer was also camera-ed at no charge.  Based on the findings of the technician, we suggested digging up one section of the septic and jetting the sanitary sewer between the house and the tank.    Since Mr. [redacted] was issued a refund, we don't feel that it is necessary to issue him another refund.   Regards,  Musso Plumbing & Heating, Inc.

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. 
Hi, Mrs. [redacted]The
normal service should charge not more than $800 Eight Hundred US
Dolars, but they charge me $3,372.3 Three Thousand Three Hundred and
Seventy Two point Three Dollars, Plus service charge of $85 Dollars. First
there was 2 leaks, on 01/12/15 even I guided them to unfreeze all pipes
after fixing these two leaks. which I research online about plumbing I
learned that the whole pipes in the house should be Unfreeze before
turning on the heater to avoid more damage. but
the technician said we know what to do so don't teach us, I said okay u
know better, so when they started on their way to fix the two leaks,
they broke more pipes, so total became 6 pipes and then they charged me
for all of them even 4 pipes that they broke. When they left the house
my house didn't got warm, I call them again on 01/14/15 told them on the
phone that my house is still cold you have to come and fix it otherwise
I will call the police. He told me that I have to pay $500 more for
them to come fix it. I said I am not paying a penny more because I pay
too much already. Than they came and brought the machine which I was
telling them on the first day to unfreeze all the pipes, I took the
picture of that machine it called (pipe n' hot). The technician told me
to pay him $500, even told me to pay half of the price but I refused to
pay. Note:
As I know on first day I saw two leaks, If there wore more leaks why
They didn't tell me before they start fixing. And if there was more
leaks I was going to get water coming out of it as it was coming from
the two leaks I got.I
need them to refund me at least $2,300 US Dollars. They cause me
suffering and depressed me  a lot from the time this problem happened. I
really want my rights as a customer please. [redacted] Thank you

In response to Mr. [redacted]'s complaint: In June of 2014 Musso Plumbing & Heating installed a hot water tank for Mr. [redacted]. Our warranty covers the labor for one year. The manufacturer's warranty does notcover labor but covers 1 year for parts and 6 years for for the tank itself. In January of 2017 Mr....

[redacted] called and stated that his tank was leaking. We determined that the tank  was faulty and needed to be replaced. We removed the faulty tank and took it to our distributor, which  is approximately 20 miles away and picked up the new tank. We then returned to Mr. [redacted]'s home and  installed the new tank. Mr. [redacted] was aware that the refund from the warranty would take some time to  process as our policy is to wait until we have the refund from our distributor and then we issue a refund to the customer. Since the warranty had expired on the labor, he was refunded the cost of the tank.  Mr. [redacted] was refunded the amount of $458.33 for the replacement hot water tank.  Should you require any additional information or have further questions, please feel free to contact us.  Regards,  Musso Plumbing & Heating, Inc.

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.  I reject this message.  The company made a diagnosis before actually looking at the problem or even entering my home.  If they had done a proper job to begin with they would have put the camera down the drain from the basement floor rather then starting at the outside drain.  I originally paid $8,000 to have them clear the drain- why would they not clear the whole drain?  Why did they know what the problem was the second time I called them without making a full inspection of the problem?  I feel they purposely only cleared thr drain from the front of the house and neglected to clear the drain from the house to the front yard because they expected to be called back again and charge me thousands again.  This is not right.  Further, after 2 of their employees came to the house they both left me with sewage backup in the basement.  The gentleman who was fixing my deck felt sorry for me and on his own he borrowed a snake and came over and snaked the drain.  Because of the back up in plumbing my washing machine has broken and will not work.  When Jim finished snaking, he plunged my sinks, diagnosed the problem with the machine and I have not had a plumbing problem since.  The first plumber from Musso was rude and offensive.  He was bold and told me I had to pay $500 dollars just for the snake, but insisted it was a tree root problem before he ever entered the house.  When he was working he kept calling "[redacted], I need you down here."  He walked into some cob webs in the basement and got so angry I really felt I had to distance myself from him.  At one point he called me back down there to show me what he had found in the drain and held out a handful of soil, but it was dry and looked like he had just scooped it up from my garden.  If it had indeed come from the drain it should have been moist aand 'sludgy' but it was not.  When he came back upstairs he demanded: "how much toilet paper do you use because I am seeing a lot of it?"  Seriously, that too, was offensive.  He demanded over $500 dollars for snaking, but the drain was still backed up.  I paid him the money he asked for and then I said I don't want to talk to you.  He got irate and stated I "HAD to sign the form stating that he had completed the job."  This I refused to do because the drain was not cleared and the problem was not resolved.  He tried to follow me out the back door, but when he saw that There was someone working on the deck he backed off and left.  After he left I found he had left black sludge on my front door handle and about 8 feet of snake in my front yard.  When I called and complained they sent another technician over who put on little booties on his feet, went down and walked through the sewage and made some inane problem about everyone has problems.   He did nothing to correct the sewage backup except to tell me that I had roots n my drain and they would have to excavate to solve the problem.  Again, no exam or diagnostic tests were done to come to this diagnosis.  It was after this guy came that [redacted] who was working on my back deck offered to snake the drain.  I was grateful.  Not only did he snake the drain, he plunged my sinks and cleaned the entire floor with bleach and I have not had a problem since.  He only charged me $300 and fixed my problem.  Why would Musso charge me over 500 dollars, not fix the problem, send rude people to my house and think that is okay?  [redacted]

Thank you for the information regarding complaint ID # [redacted]. Thank you for the opportunity to discuss the details of the job with you. As always it is important for us to provide quality service to all of our customers.  Musso plumbing and Heating was called out to the residence...

at [redacted] in Depew on 1/12/2015 as the customer stated they were having heatng issues. Our technician was informed by the customer that there were leaks in 2 places in the home in thehot water baseboard system. The customer was charged a service call of 85.91 for this day as the customer did not have us complete any work at that time. Musso Plumbing and Heating received a call on 1/13/2015 from the customer requesting that we return on this day to repair the leaks. 2 Technicains were sent to the residence on 1/13/15 at which time it was found that numerous pipes in with in the baseboard system were frozen causing the pipes to crack. The customer was informed of the prices to complete the work prior to work beginning and signed approving work to be completed. The technicians repaired 6 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 system. The original bill for the work being completed was $3622.33 whichupon completion of the work  the customer stated they would only pay $3372.33 for which amount the customer provided a check. On 1/14/2015 the customer called Musso Plumbing and Heating and stated that there were additional issues that were not resolved. At this time 2 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 frozen. The cost of the additional work equals $1500.00 for which the customer was not charged as Mr. Musso 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. In order to keep the customer happy Mr. Musso did not collect payment for this work completed. The customer was advised to not tamper with the baseboard system if a problem arises in the future. At this time Mr. Musso is considering contacting the courts in order to recover the unpaid charges ecrued on this job.

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.  I
was not informed of any extended warranty and  I have the letter from
them stating that the unit has a 10 year part warranty on it  Regards,  [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]

Per our conversation earlier, in an effort to
resolve  complaint # [redacted] we would be willing to reimburse the
consumer the service fee of $99.00 which was charged at the service.
Musso Plumbing and Heating will issue a check to the customer and mail
this directly to the customers home address. We hope that all efforts to
resolve this issue are taken into consideration when rating our company
as we always strive for an A rating.  Thank you again for your time and assisitance in resolving this matter.  
I am writing in response to Complaint ID # [redacted]. We have further investigated Mr. [redacted] concerns. I have spoken to the technician who visited Mr. [redacted]s home on 10/5/2014. The technician states that he did in fact discuss all pricing as well as aspects of the job with, and obtained Mr. [redacted]s signature prior to beginning work at his home. In response to Mr. [redacted]s statement that the purge of the system should be included in the work that was completed, as he was informed that other companies have stated that it would be included. Some systems may need to have a simple purge completed, however due to the fact that Mr. [redacted]s system does not have purge valves installed the technician had to do a complete purge and refill in order to be sure that the system is working properly. The technician did use his discretion and discount the cost of purging the system. It was reccommended to MR. [redacted] that purge valves be installed in his system and Mr. [redacted] declined.  We do understand that all systems work differently , therefore it is very difficult to give a customer an exact price before visiting thier home and looking at the issue they are having. This is why all pricing is discussed with the customer once the technician has identified the problem. 
Sincerely  [redacted]

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

David from the company left a voice mail stating the complaint has been resolved with customer and a refund.

Thank you for the additional information regarding complaint ID [redacted].  In regards to the additional information provided by the consumer. The letter that the consumer provided states that  the unit had been registered with Luxaire and qualifies for a 10 year warranty from Luxaire. The warranty in question is provided by the manufacturer. The consumer may contact Luxaire with any further questions regarding the warrany as the warranty is not provided through our company, it is provided through Luxaire. The consumer can contact Luxaire either by mail at : 5005 York Dr, Norman Ok 73069 or by phone at 877-874-7378  Thanks again  [redacted]

Thank you again for the additional information regarding complaint ID # [redacted]. We have reviewed the consumers response. I do understand that the consumer feels a normal service charge should be no more that $800.00. 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 home. As 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 1/12/2015 the customer was charged only the travel fee of 85.91 as the technician need to return the next day. Our technicians returned the next day 1/13/2015 per the customers request to thaw and repair broken pipes in the boiler system. At 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 work. The 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 6 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 system. The original bill for the work being completed was $3622.33 which upon completion of the work  the customer stated they would only pay $3372.33 for which amount the customer provided a check. An invoice was written by the technician to reflect the amount the customer would be paying for services on this day.    On 1/14/2015 the customer called Musso Plumbing and Heating and stated that there were additional issues that were not resolved. At this time 2 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 frozen. The cost of the additional work equals $1500.00 for which the customer was not charged as Mr. Musso 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.Mr. Musso Offered to discount the work to $500.00 to be more affordable to the customer . An invoice was written for $500.00 and was further discounted to $250.00, the customer stated they would not pay .  In order to keep the customer happy Mr. Musso did not collect payment for this work completed. The 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 it. At 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 residence. At this time Mr. Musso is considering contacting the courts in order to recover the unpaid charges ecrued on this job. Sincerely [redacted]

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, 2014 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 issues. Soon ater the initial work had commenced additional issues were found in Mr. [redacted]'s sewer line that would also need repair in order have his sewer line working properly. Mr. [redacted] signed a second contract with our company on November 13,2014 which included Musso Plumbing and Heating  excavating towards the main sewer 20 ft further from the origianl proposed work, in order to make necessary repairs. This work had been completed on November 14, 2014.  Musso Plumbing and Heating was called back to the [redacted] Residence on November 26, 2014. At this time the sewer line was cameraed and additional problems were found. After 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 code. It 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 repair. The 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 house. The latteral sewer is set lower than the town sewer. There are also issues that exist with the type of soil underground as well as the ground water elevation. Mr. [redacted] has experienced these problems due to a previous repair that wa not made by Musso Plumbing and Heating.     On Monday December 8,2014 at 12:00 P.M. a meeting was held between Mr. Musso 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] residence. At this time plans were outlined to dig a trench and install a new sewer line from the main to the house at 4' elevation. The sewer will need to be pitched at 1/8” per foot by code to the main. It 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 sewer. A price for the above described work was given to the homeowner (Mr. [redacted]) at 3:00 P.M. on this day. At 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, 2014 at 10:00 A.M. Mr. Musso called Mr. [redacted] to follow up with plans that have been discussed Mr. Musso left a message. On the same day at 3:45 P.M. Mr. Musso again called Mr. [redacted] leaving another message.   On December 10,2014 Mr. Musso Called Mr. [redacted] at 10:00 A.M. to discuss Mr. [redacted]'s decision regarding how to proceed. Mr. Musso left another message.     On Thursday December 11,2014 at 11:55 A.M. Mr. Musso called Mr. [redacted] from Erie county to discuss the job. At this time Mr. Musso 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 work. Mr. [redacted] did inspect the work completed as Mr. Musso was instructed.  At no time was any work done while waiting for a response from Mr. [redacted]. No additional work was completed on this job site. However, for safety reasons the trench was backfilled before equipment was removed from [redacted]. On this day at 3:00 P.M. Mr. Musso received a call from Mr. [redacted] who stated that he no longer wished to continue working with Musso Plumbing and Heating. No 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. [redacted], which in turn has resulted in lost revenue at no fault of our own, due  the conditions that were found at the [redacted] residence. Sincerely,  [redacted] Office Manager