Thank you for the information regarding complaint ID [redacted] On July 10, 2015, Musso Plumbing and Heating entered into a contract with [redacted] *** 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 [redacted] 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 [redacted] 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 [redacted] 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
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***
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] ***
I am writing in response to complaint ID # [redacted] 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 [redacted] in regards to our serviceIt was clearly explained to Mr [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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, [redacted] Office Manager
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.Musso has made no attempt to resolve their mistakeI would like to start by saying that I believed the purpose of a contract was to legally bind two parties to the work to be performed and the payment due for that work.Musso contract “1” specifically stated what work that was to be performed and the cost of that workMusso was to replace the sewer outside trap and vent and they were responsible for all labor and material needed to be performed that task They then discovered, after tearing up my front lawn, the vent was not where they had guessed it to be Musso found the outside vent, after they brought the correct locating equipment, under my driveway well over feet from where they guessed it to be The company now determines it will cost them more so they present me with an additional contract to cover the cost to replace the outside vent, the work to be performed in the original contractHowever, as I told the employees numerous times, I disagreed with signing the new contract, Contract “2”, and was signing it under duress ( I had tried to add the wording on contract “2” that this contract was signed under duress, but the employee took the contract from me and I was told I am not allowed to add anything to the contract other then my signature.) Their response to my objection to the new contract was that if I did not sign contact ‘’2” they would discontinue all work, which very little was performed, and they offer me none of my money back on the fully paid contract “1”Musso stated that I signed the additional contract and they are correct However, if I did not sign it they would have walked away with my money and the outside vent would not be replacedAs I told the company the contract was signed under duressRegards [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 below I was not informed of any extended warranty and I have the letter from them stating that the unit has a year part warranty on it Regards, [redacted] ***
To Whom it May Concern, Thank you for your letter regarding complaint ID #***We appreciate the opportunity to provide our perspective
on this situation. On November 12, Mr*** entered into a contract with our company to install a new outside house trap with a vent riser as Mr*** 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*** 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, 2014. Musso Plumbing and Heating was called back to the *** 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*** 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 *** 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*** 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*** (Homeowner), and Mr*** Virkler the assistant sewer repair supervisor from Erie County, in order to plan the next steps in the sewer repair at the *** 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*** 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*** to follow up with plans that have been discussed MrMusso left a messageOn the same day at 3:P.MMrMusso again called Mr*** leaving another message. On December 10,MrMusso Called Mr*** 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*** 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*** whether or not to proceed with the proposed workMr*** 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 ** *** ***On this day at 3:P.MMrMusso received a call from Mr*** 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*** 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 *** residenceSincerely, *** *** Office Manager
In response to complaint ID *** submitted on 3/14/2014-
Musso received a call about water backing up in customers basementWhen I arrived at customers
address, I found water and sewage backed up through the sewer line on the basement floorMusso was
there in for same
problem and replaced broken trap in front yardMusso was then called back in
for sewage backing up in the basement and cabled drain line under basement floor and pulled
mud and cinders outAt that time Musso advised customer that mud and cinders in line was due to
deterioration of cast iron line in floor which is allowing mud and cinders to enter line causing blockage
Line was open but was a matter of time before repair or replacement would be neededWhen arriving
at the home on 3/14/Musso found sewage in the basement and main stack from house into
basement floor to be cracked and leaking sewageMusso gave the customer the option of replacing
sewer under concrete basement floor with new wall hung sewer connecting to outside house trap in
middle of front yard which would require capping of floor drains and installing a sump crock and sump
pump that would eliminate further sewage back ups in basementThe customer agreed and tried for
financing through GE Capital and was declinedMusso then told customer we would try to cable
sewer line to see if we could get sewage to drain from basement and quoted customer price and
explained to her there was no guarantee we would get the line openCustomer agreed and signed a
work order to allow Musso to run cable from trap to main with no problem and from trap back to the
houseWhen we cabled from the trap back to the house, we were unable to clear the blockageMusso
arrived at customers house on 3/13/at 9:48am and left the customers house on same day at 12:26pm
Musso spent hours and minutes trying to fix the customers problemIn summary, Musso
explained options and pricing to customer prior to any work being attempted
Complaint ID: ***After reviewing the job and the complaint we have come up with an itemized bill showing the customer exactly what he was being charged for (attached)As you can see, the amount of money we put into the job is significantly higher than what the customer was charged and that's not including any of the time we spent in the office getting ready for the jobWe made no profit at all from this job; we lost moneyWe will not be issuing a refund to the customerWe would like to apologize to the customer we never want our customers to feel they are being pressured into signing an agreement and we are very sorry for thatWe would love an opportunity to redeem ourselves and that's why we will be offering the customer $off of any work done in the future
Thank you for notifying us of complaint ID ***. In regards to the above mentioned complaintThe unit purchased had a standard year parts warranty from the manufacturer with the ability for the consumer to extend the warranty to a year parts warantyIn order to extend the
warranty with the manufacturer the extension would need to be filed with LuxaireThe above stated warranty is provided through the manufacturer ( Luxaire) not Musso Plumbing and HeatingIf the extension was not filed the unit would only have a year warranty on partsThe warranty also states that the unit must be maintained annually for the warranty to remain validDuring our last conversation with the consumer he was informed that the manufacturer noted this unit only having a year warranty on partsThe consumer was advised to contact the manufacturer directly with proof that his wife had filed the extension warranty with the manufacturer as well as proof of the annual maintainence of the unitAt which time the manufacturer would honor the extended warranty and reimburse Musso Plumbing and Haeting for the price of the part, at which time we would be happy to reimburse the customer for the cost of the partOur price includes both the cost of the part and labor. Otherwise, the part is not under warranty as the technician based warranty information off of the information provided to him by the consumerWhen the technician picked up the part from the distributor that did not have warranty information available to them as it was after hours.
Thank you ***
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.
Hi, Mrs***
The
service should charge not more than $Eight Hundred US
Dolars, but they charge me $3,Three Thousand Three Hundred and
Seventy Two point Three Dollars, Plus service charge of $Dollars.
First
there was leaks, on 01/12/even I guided them to unfreeze all pipes
after fixing these two leakswhich 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 damagebut
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 pipes and then they charged me
for all of them even pipes that they brokeWhen they left the house
my house didn't got warm, I call them again on 01/14/told them on the
phone that my house is still cold you have to come and fix it otherwise
I will call the policeHe told me that I have to pay $more for
them to come fix itI said I am not paying a penny more because I pay
too much alreadyThan 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
payNote:
As I know on first day I saw two leaks, If there wore more leaks why
They didn't tell me before they start fixingAnd 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,US DollarsThey cause me
suffering and depressed me a lot from the time this problem happenedI
really want my rights as a customer please. *** *** Thank you
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. 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 $cash for side work of waterproofing basement foundation and unfortunately receipts were not exchanged so I am taking this as a lossIt'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 houseNEVER again will this unethical company be considered for work! Regards, ***e ***
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]
Thank you for the information regarding complaint ID [redacted] On July 10, 2015, Musso Plumbing and Heating entered into a contract with [redacted]. The contact stated the following: install 2 sump pump discharge lines and 3 gutter downspouts with a new storm line and bubbler...
connecting to the storm sewer. Musso will backfill and leave grade high to allow for settling. The contract included all labor, material and permits (see attachment CXXXX) for $4,500. Mrs. [redacted] paid us a down payment to begin the work and paid us in full upon completion of the work on July 16, 2015.
On July 15,2015 Musso Plumbing and Heating arrived at her residence at [redacted] to begin the work as per contract. The 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 charge. Upon completion of our work on July 16, 2015 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 time. Due to customer request Musso Plumbing and Heating returned to the residence at [redacted] on August 17, 2015 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 employees. When 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 soil. The stone found on the East side of the residence is Type 2 stone. This stone has not been purchased by Musso Plumbing and Heating in the last 2 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 $3000.00 to fix all landscaping issues around her home. The pipe along the foundation of the home was left uncovered per customer request. She was hiring some one to paint her foundation wall. After much discussion with the customer and an onsite visit by Renee Musso, Musso Plumbing and Heating returned to the residence on October 12, 2015 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 sidewalk. If 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 repair. As 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 work. After 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 employee. The 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.
[redacted] , Thank you for the information regarding complaint ID 11517531. We always strive to priovide quality customer service to all of our customers. As the consumer stated we did provide service to him on June 21,2016. 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 work. Mr [redacted] has recently joined our company and is learning all of our policies and procedures here at Musso Plumbing and Heating. As the consumer has noted in his concern Mr. [redacted] 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 shome. It is to my understanding that this was a true mistake. We apologize that the consumer does not feel that he would be able to reach any agreement in speaking with Mr.Musso. In order to resolve this matter we would be willing to refund the $75.00 plus tax per the consumers request. The consumer should contact me at 716-630-0030 and I would be more than happy to get the refund out to him.
Christina
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.
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 $150 per pound for
Freon. They scammed me! I will accept no less than $145 refund! Since
this incident I have checked with many other heating and cooling
contractors and the price for R-22 Freon ranged from $90-$110. $150 per
pounds sure seems like price gouging to me? [redacted]
Musso Plumbing and Heating did provided service to this consumer on July 7, 2016. At this time 3 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 $150 per pound and our new price book has not yet arrived.
The consumer did complain that his unit does not take 3 pounds of freon. We looked up his specific unit by the model number provided by the consumer and determined that his specific unit can take 6-8 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[redacted]
Thank you for the information regarding complaint ID [redacted] On July 10, 2015, Musso Plumbing and Heating entered into a contract with [redacted] *** 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 [redacted] 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 [redacted] 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 [redacted] 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
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***
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] ***
I am writing in response to complaint ID # [redacted] 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 [redacted] in regards to our serviceIt was clearly explained to Mr [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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, [redacted] Office Manager
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.Musso has made no attempt to resolve their mistakeI would like to start by saying that I believed the purpose of a contract was to legally bind two parties to the work to be performed and the payment due for that work.Musso contract “1” specifically stated what work that was to be performed and the cost of that workMusso was to replace the sewer outside trap and vent and they were responsible for all labor and material needed to be performed that task They then discovered, after tearing up my front lawn, the vent was not where they had guessed it to be Musso found the outside vent, after they brought the correct locating equipment, under my driveway well over feet from where they guessed it to be The company now determines it will cost them more so they present me with an additional contract to cover the cost to replace the outside vent, the work to be performed in the original contractHowever, as I told the employees numerous times, I disagreed with signing the new contract, Contract “2”, and was signing it under duress ( I had tried to add the wording on contract “2” that this contract was signed under duress, but the employee took the contract from me and I was told I am not allowed to add anything to the contract other then my signature.) Their response to my objection to the new contract was that if I did not sign contact ‘’2” they would discontinue all work, which very little was performed, and they offer me none of my money back on the fully paid contract “1”Musso stated that I signed the additional contract and they are correct However, if I did not sign it they would have walked away with my money and the outside vent would not be replacedAs I told the company the contract was signed under duressRegards [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 below I was not informed of any extended warranty and I have the letter from them stating that the unit has a year part warranty on it Regards, [redacted] ***
To Whom it May Concern, Thank you for your letter regarding complaint ID #***We appreciate the opportunity to provide our perspective
on this situation. On November 12, Mr*** entered into a contract with our company to install a new outside house trap with a vent riser as Mr*** 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*** 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, 2014. Musso Plumbing and Heating was called back to the *** 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*** 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 *** 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*** 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*** (Homeowner), and Mr*** Virkler the assistant sewer repair supervisor from Erie County, in order to plan the next steps in the sewer repair at the *** 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*** 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*** to follow up with plans that have been discussed MrMusso left a messageOn the same day at 3:P.MMrMusso again called Mr*** leaving another message. On December 10,MrMusso Called Mr*** 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*** 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*** whether or not to proceed with the proposed workMr*** 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 ** *** ***On this day at 3:P.MMrMusso received a call from Mr*** 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*** 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 *** residenceSincerely, *** *** Office Manager
In response to complaint ID *** submitted on 3/14/2014-
Musso received a call about water backing up in customers basementWhen I arrived at customers
address, I found water and sewage backed up through the sewer line on the basement floorMusso was
there in for same
problem and replaced broken trap in front yardMusso was then called back in
for sewage backing up in the basement and cabled drain line under basement floor and pulled
mud and cinders outAt that time Musso advised customer that mud and cinders in line was due to
deterioration of cast iron line in floor which is allowing mud and cinders to enter line causing blockage
Line was open but was a matter of time before repair or replacement would be neededWhen arriving
at the home on 3/14/Musso found sewage in the basement and main stack from house into
basement floor to be cracked and leaking sewageMusso gave the customer the option of replacing
sewer under concrete basement floor with new wall hung sewer connecting to outside house trap in
middle of front yard which would require capping of floor drains and installing a sump crock and sump
pump that would eliminate further sewage back ups in basementThe customer agreed and tried for
financing through GE Capital and was declinedMusso then told customer we would try to cable
sewer line to see if we could get sewage to drain from basement and quoted customer price and
explained to her there was no guarantee we would get the line openCustomer agreed and signed a
work order to allow Musso to run cable from trap to main with no problem and from trap back to the
houseWhen we cabled from the trap back to the house, we were unable to clear the blockageMusso
arrived at customers house on 3/13/at 9:48am and left the customers house on same day at 12:26pm
Musso spent hours and minutes trying to fix the customers problemIn summary, Musso
explained options and pricing to customer prior to any work being attempted
here is a scan of the receiptPlease note I did not sign the authorization for workThanks!
Complaint ID: ***After reviewing the job and the complaint we have come up with an itemized bill showing the customer exactly what he was being charged for (attached)As you can see, the amount of money we put into the job is significantly higher than what the customer was charged and that's not including any of the time we spent in the office getting ready for the jobWe made no profit at all from this job; we lost moneyWe will not be issuing a refund to the customerWe would like to apologize to the customer we never want our customers to feel they are being pressured into signing an agreement and we are very sorry for thatWe would love an opportunity to redeem ourselves and that's why we will be offering the customer $off of any work done in the future
Thank you for notifying us of complaint ID ***. In regards to the above mentioned complaintThe unit purchased had a standard year parts warranty from the manufacturer with the ability for the consumer to extend the warranty to a year parts warantyIn order to extend the
warranty with the manufacturer the extension would need to be filed with LuxaireThe above stated warranty is provided through the manufacturer ( Luxaire) not Musso Plumbing and HeatingIf the extension was not filed the unit would only have a year warranty on partsThe warranty also states that the unit must be maintained annually for the warranty to remain validDuring our last conversation with the consumer he was informed that the manufacturer noted this unit only having a year warranty on partsThe consumer was advised to contact the manufacturer directly with proof that his wife had filed the extension warranty with the manufacturer as well as proof of the annual maintainence of the unitAt which time the manufacturer would honor the extended warranty and reimburse Musso Plumbing and Haeting for the price of the part, at which time we would be happy to reimburse the customer for the cost of the partOur price includes both the cost of the part and labor. Otherwise, the part is not under warranty as the technician based warranty information off of the information provided to him by the consumerWhen the technician picked up the part from the distributor that did not have warranty information available to them as it was after hours.
Thank you ***
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.
Hi, Mrs***
The
service should charge not more than $Eight Hundred US
Dolars, but they charge me $3,Three Thousand Three Hundred and
Seventy Two point Three Dollars, Plus service charge of $Dollars.
First
there was leaks, on 01/12/even I guided them to unfreeze all pipes
after fixing these two leakswhich 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 damagebut
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 pipes and then they charged me
for all of them even pipes that they brokeWhen they left the house
my house didn't got warm, I call them again on 01/14/told them on the
phone that my house is still cold you have to come and fix it otherwise
I will call the policeHe told me that I have to pay $more for
them to come fix itI said I am not paying a penny more because I pay
too much alreadyThan 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
payNote:
As I know on first day I saw two leaks, If there wore more leaks why
They didn't tell me before they start fixingAnd 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,US DollarsThey cause me
suffering and depressed me a lot from the time this problem happenedI
really want my rights as a customer please. *** *** Thank you
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. 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 $cash for side work of waterproofing basement foundation and unfortunately receipts were not exchanged so I am taking this as a lossIt'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 houseNEVER again will this unethical company be considered for work! Regards, ***e ***
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]
Thank you for the information regarding complaint ID [redacted] On July 10, 2015, Musso Plumbing and Heating entered into a contract with [redacted]. The contact stated the following: install 2 sump pump discharge lines and 3 gutter downspouts with a new storm line and bubbler...
connecting to the storm sewer. Musso will backfill and leave grade high to allow for settling. The contract included all labor, material and permits (see attachment CXXXX) for $4,500. Mrs. [redacted] paid us a down payment to begin the work and paid us in full upon completion of the work on July 16, 2015.
On July 15,2015 Musso Plumbing and Heating arrived at her residence at [redacted] to begin the work as per contract. The 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 charge. Upon completion of our work on July 16, 2015 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 time. Due to customer request Musso Plumbing and Heating returned to the residence at [redacted] on August 17, 2015 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 employees. When 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 soil. The stone found on the East side of the residence is Type 2 stone. This stone has not been purchased by Musso Plumbing and Heating in the last 2 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 $3000.00 to fix all landscaping issues around her home. The pipe along the foundation of the home was left uncovered per customer request. She was hiring some one to paint her foundation wall. After much discussion with the customer and an onsite visit by Renee Musso, Musso Plumbing and Heating returned to the residence on October 12, 2015 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 sidewalk. If 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 repair. As 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 work. After 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 employee. The 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.
[redacted] , Thank you for the information regarding complaint ID 11517531. We always strive to priovide quality customer service to all of our customers. As the consumer stated we did provide service to him on June 21,2016. 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 work. Mr [redacted] has recently joined our company and is learning all of our policies and procedures here at Musso Plumbing and Heating. As the consumer has noted in his concern Mr. [redacted] 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 shome. It is to my understanding that this was a true mistake. We apologize that the consumer does not feel that he would be able to reach any agreement in speaking with Mr.Musso. In order to resolve this matter we would be willing to refund the $75.00 plus tax per the consumers request. The consumer should contact me at 716-630-0030 and I would be more than happy to get the refund out to him.
Christina
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.
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 $150 per pound for
Freon. They scammed me! I will accept no less than $145 refund! Since
this incident I have checked with many other heating and cooling
contractors and the price for R-22 Freon ranged from $90-$110. $150 per
pounds sure seems like price gouging to me? [redacted]
[redacted]
Musso Plumbing and Heating did provided service to this consumer on July 7, 2016. At this time 3 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 $150 per pound and our new price book has not yet arrived.
The consumer did complain that his unit does not take 3 pounds of freon. We looked up his specific unit by the model number provided by the consumer and determined that his specific unit can take 6-8 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[redacted]