Russo Bros. &

Review: On 15 May 2013, I contracted with [redacted]. & Co. for a Sprinkler Service Agreement. Within the agreement plan, it specifically states that it includes a "Mid season controller adjustment. Includes going through entire system and identifying any non-working heads or damage." When I was called by [redacted] (the liaison between customer and service) in September to schedule winterizing of the system, I mentioned how my mid-summer check was never done. [redacted] confirmed that I was correct and that it was never scheduled. I told her I've seen a mid-summer check as an extra charge of $50 on other service agreements, and that I would like a refund or a credit on next year's service. I was told someone would get back to me. On 01 November 2013, the technician came to winterize the system. I told him about my conversation with [redacted]. He said that I should get something back for paying for a service I didn't receive, and added a comment under "Notes" on the receipt that "customer did not have [redacted] here for MSA this year." I was told the office would see this and I would be contacted. Today, 27 November 2013, I called and spoke to [redacted]. [redacted] said she had no recollection that we had spoken before and if we had, there would be notes in the system saying so. She also added that the mid-season check was a "value-added option" that was included but not necessary to do. I told her it is part of the agreement and has a value to it. There is no mention of it being an option, it is stated in the same manner that the turning on of the system and the winterizing of the system are stated. Obviously, those things are supposed to get done. I was told there would be no refund/credit allotted me. This is a clear violation of the contract signed.Desired Settlement: I want a $50 refund check sent to me. I would have been fine with a credit applied to what would have been my third year with [redacted], but I am so incensed by their lack of customer service that I prefer not to do any future business with them.

Business

Response:

We appreciate the time Mr. [redacted] took to explain his experience with our company. I'm truly sorry that he had to go through this process. Our mission at [redacted]. is to provide "100% customer satisfaction" which we failed to do here. As a result we have agreed to give Mr. [redacted] a $100 credit towards his 2014 Sprinkler Service Agreement.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

very reliable and professional. was called in for both the heat and ac and both were diagnosed and fixed the first visit. service people were both professional, neat and polite

The technician Mr. [redacted] is punctual. He explained the problem with our furnace, what he did and is very professional. When he was working inside the house he was wearing shoe cover this shows how they respect our property. Overall Excellent service.

Review: On 12/24/14, Russo Bros. came to our house because our heating system was not working properly. They charged us a $233 diag fee and gave us invoice for $1578.25 to replace the circulator pump. Being Christmas Eve and under pressure we signed the invoice to authorize the fix... he had a pump on his truck. 3 days later, there was air circulating through the system so they came out to fix that problem on the 29th and broke the expansion tank in the process. They did, however, replace the expansion tank free of charge. But... Later we receive an itemized email bill of the $1578 charges and realize that they drained, filled & purged our hot water system charging us add'l for each zone (we have 7!). When we spoke to Russo about this UNECESSARY work, they said they have to drain it to eliminate air - yet they had to come back to get air out! The pump manufacturer + SEVERAL other LICENSED plumbers state draining and purging the system is COMPLETELY AND TOTALLY UNNECESSARY. The shut off zone valves are on the feed side of the boiler as well as the return side, therefore eliminating any need to drain the system should any repair work be needed. When power is turned off, the zone valves will not open and be in closed positions turning off the valves on the return side will keep all the water in the zones or heating system. When replacing the pump, JUST drain the boiler, replace the pump and refill the boiler ONLY. TAKING WATER OUT OF THE ENTIRE SYSTEM WAS NOT NECESSARY AND A WASTE OF TIME AND MONEY. As I said, we were under pressure on Christmas Eve and we were unaware at the time, that they were going to bleed the entire system. We specifically had our system installed with numerous shut off valves for this very reason. I called to complain and they said "they'd talk to the boss & get bk to me." Rec'd a mess. next day "Just cking how ur system is working." Really? What happened to "cking with the boss" about RIPPING ME OFF and CHARGING ME FOR UNECESSARY WORK?Desired Settlement: I would like a refund in the amount of $512.70 which is the amount billed for unnecessary work performed. The extra charges for draining the 7 zones, that did not need to be drained! WE WERE TOTALLY TAKEN ADVANTAGE OF.

Business

Response:

I spoke with [redacted] on Thursday, May 21st and we resolved the issue. We refunded her the $512.70 she had requested. She told me she'd revoke this complaint with you after we spoke.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Russo Bros & Co. is an excellent organization with dependable, responsible and reliable employees. They are prompt, courteous, communicate well and provide solutions in an timely manner.

Raul was amazing. He was very helpful, knowledgeable, courteous and thorough. He went above and beyond the call of duty. What a fantastic representative of Russo Bros. Keep this guy!

This is the second time that [redacted] came for service and a repair. He is a very valuable employee and a credit to your business. Not only is he neat and tidy he is knowledgeable and is always trying to provide the very best service. jan belmont

[redacted] from Russo Bros. is very professional, organized and efficient at everything he does. He explained his job in detail before he started the job. I highly recommend him.

The service tech was supposed to be at the house between 1 and 5. He arrived at 12:30 which was great. He took care of the issue and finished very quickly.

Have used the company for many years. Technicians are highly professional and courteous. Clean up the work area. All work guaranteed and don't leave until you're satisfied.

Jay and Tyler were at at home yesterday. Fantastic job. Polite, Professional, thorough job. very satisfied customer. Thank You.

[redacted] (From Russo Brothers & Company) not only did a very professional job installing a 2-piece Kohler toilet in my home, he cleaned up the entire floor afterwards, and explained other issues related to the toilet if I needed to remodel the bathroom.

[redacted] and [redacted] were very professional, timely and flexible to helping us fix a plumbing issue. Will definitely use again if we run into any other issues.

Review: My hot water heater failed to work and I called up Russo & Bros Co for service with verbal agreement of come in service charge of $49. Russo & Bros sent in a technician on 11/22/2013 but he failed to address the problem and recommended me to buy a new hot water heater for $2285.00 from his company. He charged me $158.36 for the service he failed to complete when he left. Then I called up [redacted] Home Service for the same problem I had on the hot water heater. [redacted] sent in a technician on 11/25/2013. The technician ordered a part for my hot water heater which came in the next day and a technician came in again on that day and had the problem fixed. [redacted] Home Service fixed the same problem which Russo & Bros failed to fix.Desired Settlement: I would like Russo & Bros refund $109.36 to my credit card that they had charged for $158.36

Business

Response:

Good Morning Mr. [redacted]

We only recently learned of your complaint with the Revdex.com and apologize for not getting back to you sooner.

We will be issuing you a credit of $109.58 in the form of a check. Please confirm what address you would like it mailed to.

Again, my apologies for not getting back to you sooner.

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Overall a wonderful experience with Russo Bros & Co.

Vinnie was very courteous and professional.

He explained everything thoroughly.

He was very clean too. He had his booties on and clean the tub after the snaking the pipe.

I would recommend him and his company to anyone who has a plumbing issue.

Jeff is an experienced and knowledgeable technician. Always on time. Excellent customer service.

Raul was a pleasure to work with - very courteous. He did a nice clean job with the cartridge replacement in the shower/tub including the caulking.I would ask for him by name next time.

Was impressed starting with my first phone call to Russo office. The "rep" was very pleasant and informative. I was able to get an appointment quickly. Jay V. called to say he was on his way. He is a delightful person to work with, extremely courteous,
and very thorough. He solved the problem. Jay is a true professional, and a pleasure to have working in the home. I am happy to be a new Russo customer!

My wife and I are very pleased with the installation of our [redacted], in keeping with the excellent work we have come to expect from Russo Bros. & Co . over the years.
Henri [redacted]

We had some issues with a sump pump during the last storm. The original company we used to install the sump pump basically did everything incorrectly. [redacted] came out to house, looked at the current setup and we discussed a couple options we had to fix the problem. Not only did [redacted] determine the best way to reinstall the pump but also how to do so at the lowest cost to us. He is very polite and professional and also does excellent work. We would highly recommend him.