Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are paying Aiello for the "maintenance program" every month we get charged and in return we are supposed to get our appliances serviced to keep them running. Aiello has canceled the last 4 appointments after arrangements have been made to be home and wait for the technician. Every time the excuse is "someone had a heating emergency". I do understand not having heat is an emergency but after the first cancelation they need to make sure they have enough people to cover both emergencies and routine checks. It sound like they are choosing to go the emergency and get paid while I still get to pay monthly with nothing being done. So they are choosing to max revenue while not providing services that we are paying for. Every employee I talk to just brush it off and they just make another appointment just to cancel the day before or the same days. What are my options? I can canceled but then I won't receive the service for which I already paid and they are not providing. I will look for other options but I do want this round of service to be completed before I cancel the service. Thanks I'm advance for your help

  

  Business Response

  Date: 01/28/2025

  ******** ************ ****** ******* *** ********** ******** ** ***** ******* ****** ***** ******** ******* ************************** *

   

  Aiello Home Services was able to schedule and perform the complimentary System checks for this customer.

  Thank you

   

  Stephen B****

  General Manager

  Customer Answer

  Date: 01/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that yes the business finally provided the service after 4 cancelations and this complaint.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed a repair/replace on my kitchen sewer line and, Aiello told me the cost for that would be $15,397. They offered me financing options with a loan company that they work with. I clearly stated that if what I owed after homeowners insurance coverage was under $10,000 out of pocket, I want the financing option where there was 0% interest for the first 12 months. However, I was told by an Aiello employee that I could choose another loan option today, a 12 years with 10% interest per month, but, when we find out how much home insurance will cover, I could switch to the 0% for 12 months loan if it was under 10k out of pocket. Because of what I was directly told by this Aiello employee, I chose the 12 year 10% option because at that time, I was on the hook for 15.3k. But once we find out what home insurance covers, I had the option of switching the loan. Today, 8/9/24, Aiello refuses to let me switch the loan. First they said it could be done it's just going to be a lot of hoops to jump through and tried to talk me out of it. I said move forward and switch the loans. Then I was offered $600 to cover my interest for the first 6 months on the current loan? The interest is more than $100 a month, so that was just an arbitrary number. I declined this offer and said no, I want the loan switched to the 0%/12 months. The company tells me on the phone this morning it's going to be really hard but it can be done, I said go ahead and do it, and by the end of the phone call they said actually it can't be done. The loan company won't allow it. I just got off the phone with Goodleap, the loan company, who told me it can be done, it's just on the service provider to do it. So Aiello is lying to me telling me it can't be done, because it's a hassle for them. They are refusing to switch the loan, which will result in me paying thousands of dollars in additional interest because of misinformation they provided.

  

  Business Response

  Date: 11/15/2024

  This Concern has been resolved! A follow up response to BBB was not made. Here are the notes and resolution to this concern.

   

  Ref: ******* ******

   

  On 7/25/24  

   

  Aiello Camera Technician Angelo D ran a camera down the sewer pipe and showed customer the issues with the pipe, at this time Angelo gave the customer some options on fixing the issues. Angelo also informed the customer of her options to pay for the service, such as Credit card, check, cash or financing. Angelo went over all the financing options with interest and no interest options, Customer stated she was looking more in the 12 yrs 10% choice but did ask Angelo if she wanted to change does she have that option. Angelo did inform the customer that she could change up to when Aiello completes the excavation and get paperwork signed. After that point customer will not be able to change financing options.

   

  On 7/26/2024

   

  Aiello completed an excavation at ******* ******’s home and job was completed on 7/26/2024

   

  After job was completed on 7/26/24 Chelsea was offered several options on how she could pay for the service. Chelsea choose the financing option with **** ****,  which was 12 years w/ 10% Interest per month.

   

  On 8/8/24 I talked to the customer about that she wanted to switch over her financing choice, and she wants to go with 0 % option. Told customer I would have to check to see if this loan can be switched at this time and would call her back.

   

  On 8/9/24

   

  Notes:

  Talked to customer today and she wants her finance changed to 0-12 months interest free. I explained this will be very hard to do and that Aiello is willing to give her 600.00 max to help off set the costs of her interest rates she will have. The customer not to sure if she is ok with this and wants Aiello to switch her plan. I again explained this would be a very difficulty thing to do and Aiello is willing to give 600.00 max. Customer wants us to send her in writing that we are giving her 600.00 and why we are giving her 600.00 for.

   

   

   

  Stephen B****

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/17/24 Aiello was called to my rental home for a water drip issue from the shower faucet. The technician informed me that the tub and shower valve were bad and needed to be rebuilt, the total cost was over $650.00, he also mentioned that I would need a tile guy to fix the tile because he saw water behind a back panel, I did get a independent tile contractor in who informed me that the water behind the panel was a plumbing issue which was not addressed on 6/17/24. On 7/10/24 Aiello was called back because there was still a water drip issue and now the technician informed me that the drip was coming from a shower valve that was recently repaired and I was charged over $430.00. I contacted Aiello via text about my complaint and that I felt as though I shouldn’t have been charged again for the most recent work for something that should have been caught and repaired on the first visit, and I stated in my text that I felt pressured to authorize payment on the most recent work because of how the situation had negatively impacted my tenant and that it was my hope that we could resolve this situation. I did receive a text back stating that the text was being forwarded to the plumbing supervisor and that he would reach out shortly to discuss my complaint, I have not received any phone message or text back at this time.

  Customer Answer

  Date: 07/15/2024

  In addition to requesting a partial refund of money’s paid which would be in the amount of $439.90 I would also like to request a cancellation of a monthly service fee that is being charged to my credit card for a service.

  

  Business Response

  Date: 08/14/2024

  Tylon S***** Aiello Home Services Assistant Plumbing Manager has been attempting to reach out to **** ***** again, this morning he left her another voice message asking to return my call to discuss her complaint.

   

  Note; 

  Tylon has had a conversation in the past and I explained to her that the Technician found a second leak when he returned to her home and the second leak had nothing to do with the first visit and repairs.

  Lisa felt it should have been the same and know additional charges should have been given. And That was how it was left.

   

   

  I am waiting for her call back to see what we could do to make this ok on her end

   

  Tylon S****

   

   

  Stephen B****

  General Manager

  Customer Answer

  Date: 08/21/2024

  I am not happy with the resolution on this issue that this claim was issued for but I was told by Mr S**** at Aiello’s that after speaking to his supervisor they would issue a partial refund and now I am waiting to make sure that they follow through with the refund. 

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aiello were called to repair central AC. Charged 1246.38 and AC was not working (the total included a contract to service AC and furnace). Came out the following day, charged 225.09. Central air was still not working. Came out 3rd day and claimed to have fixed AC. The attic was flooded the following day and water was dripping from the ceiling. Ultimately, Aiello arranged to send someone to fix it and had the ceiling painted. Requesting refund of 1246.38 as parts that were replaced that did not result in AC working. Multiple attempts at fixing the problem resulted in attic being flooded and ceiling leaking. It was very hard to get in contact with the responsible party at the company; multiple phone calls were needed to approve refund of 225.09 for thermostat that the technicians took back (as it was not part of the issue). Still awaiting phone call from company. I will not be using the company in the future for servicing either central AC or furnace and do not need plan with them.

  

  Business Response

  Date: 07/26/2024

  Keith our HVAC Service Manager has spoken to this customer and we have resolved this by issuing a full refund, 

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had Aiello home services install a well pump last November of 2023.Yard was dug up . The manager said he would help rake in spring ,well no one called me back after texting I did complain after the job was done.. I now have dirt and mud when it rains I cannot have the kids play in the yard I have to constantly give my 2fogs a bath and there is a sink hole 3feet by 3 feet.Please help I just want my yard the way it was. For a small amount of money they could have fixed this and after spending over 15thousand dollars I now need to spend money on top soil grass seed and hay I just don’t have the money.. I didn’t even get a servey from these people I am very frustrated and upset .. once these companies know your a senior citizen they take your money and run .Please help…..****** ********

  

  Business Response

  Date: 06/19/2024

  This customers concern has been resolved Aiello was able to schedule a time to go back out to the customers home fill in settled dirt with topsoil and re-seed. We were unaware of the customers situation as they had not called us to let us know.  No harm, all is fixed and customer is satisfied.

   

  Stephen B****

  General Manager

  Customer Answer

  Date: 06/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Technician charged for services not rendered. In the invoice technician states he pulled the toilet (which he did not do). It also states the technician reset toilet, placed a wax ring and added hardware.

  

  Business Response

  Date: 03/07/2024

  Job#*********-$1171.00
  
  On  1/9/24 service was provided by Aiello tech and price/Estimate was given ($1,171.00)  and approved by Mr. *******. Work was completed and payment collected.
  
  On 1/12/24 Mr. ******* called in to complain about price he paid to Aiello. For the work that was completed.
  
  On 1/25/24 Mr ******* and I talked and he felt that he over paid fl for the work that was completed at his home. He then stated he wanted money back, that others told him we overcharged him, look at the our reviews.  Said his make
  
  I did explain why once again how our pricing work Luis signed off on all papers and estimates
  
  Attempted Resolution: Aiello offered to take/giveback  $100.00 (per Scott C) to Mr ******* and he declined the offer.

  Tylon S***** Aiello Assistant PLumbing Manager

  Customer Answer

  Date: 03/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I spoke to Mr S**** after several failed attempts and explained my problem.  Mr S**** assured me that the pricing was determined using a “billing code system.”  
  

  I explained to Mr S**** that the technician did not preform and/or rendered the services in which he [the company] charged me for.  
  
  In the invoice/job order, the technician charges me for the removal and installation of a toilet, which is false. Why am I being charged for the service? 
  

  Mr S**** offered to have the hardware [screws, water line, and wax ring] for the toilet dropped off the following day.  After I explained that the toilet was not installed.  

  Secondly,  I advised Mr S**** that I was charged a $99.00 service call fee, when I was advised that the service fee would be waived, should I decide to agree to the service.  Mr S**** agreed and stated that the service should have been waived.  
  

  Lastly, Mr S**** advised me that he would be looking into the problem and contacting his boss.  
  

  As of this writing, Mr S**** has not contacted me , in regard's to a resolution.  In addition,  I disagree with Mr S**** stating that he offered monetary Compensation.  

  Sincerely,
  
  **** *******

  Customer Answer

  Date: 03/17/2024

  I spoke to Mike from Aiello who quoted me $550 for ONLY the removal and installation of a new toilet.
  

  I am requesting that amount because that service was not provided and/or preformed.
  

  Per my invoice, at the technician stated removed and installed a new toilet and charge in for the service. 

   

  Customer Answer

  Date: 03/17/2024

  I spoke to Mike from Aiello who quoted me $550 for ONLY the removal and installation of a new toilet.
  

  I am requesting that amount because that service was not provided and/or preformed.
  

  Per my invoice, at the technician stated removed and installed a new toilet and charge in for the service. 

   

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $1400 to have a sink faucet replaced, supply lines upgraded to current code and a replacement to a failed garbage disposal which was leaking. After the installation the sink no longer drains properly and is 100% clogged. Only one load of dishes was done and with no significant food or nonwater disposal going into the sink. I was rudely told by the followup technician that it was not their fault because the drain clog was not present before the initial service call and it must be user error. I have requested a follow up from management and have heard nothing. I would like to be contacted to resolve this issue. I should not have to pay for additional work.

  

  Business Response

  Date: 11/08/2023

   

  Talked to customer this morning and went over his issue he called into about, Explained to the customer that we installed a Garbage Disposal, and the customer is having an issue with his drainpipe. I explained these are two separate issues/problems they are not the result from Aiello installing a Garbage Disposal. Customer feels he wants to contact another Plumbing company to get a second opinion. Told customer he can call me back if he has any additional questions.
  
  Customer stated his Garbage Disposal turns on, but the water is not going down. Customer said he did throw some ****** food down the pipe (Rice) but it was a small amount. I explained the blockage could have happen over time and it finally blocked up his drainpipe. After speaking to Scott C our plumbing manager, we are going to send out one of our Drain Techs out to cable the Kitchen Sink line for the customer and to make him happy. The drain problem is not from our work but want to satisfy the customer and take care of his issue.

  
  This is scheduled for Thursday Nov 9th between 7:00-8:00

  Customer Answer

  Date: 11/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 11/10/2023

  Aiello Home Services went out as a courtesy to follow up on customers concern.

  The result of the visit was their was no workmanship issues, the customer or a member of the family dropped an item in the newly install food disposer which blocked the flow of water. We were glad to be able to determinie this for the customer, however this concern should be removed from the BBB file.

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aiello did a home energy check during the winter. I found that a can of glue exploded in my driveway. I contacted them and they sent me a letter saying they would compensate all repairs. I have had the work done and they did not honor their promise.

  

  Business Response

  Date: 12/06/2023

  Good morning,

   

  Aiello did state we would agree to reseal driveway for this customer, though employee changes disrupted this promise, and was lost in the operational switch over. This email is to attest, we will confirm our promise of resealing this customer driveway for her.

   

   

   

  Stephen B****

  General Manager

   

  

   

  ** *** **** ******* ****** ** ***** ************   ******  ************   **** ************   *** *******************

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an annual contract with Aiello Home Services for $39.35 a month. Since March, they canceled scheduled appointments twice. I requested my money back. No one would contact me. I decided to reschedule once more. They confirmed 7 am appointment today. They called after 7 am to cancel until “after 11:00 am”. Last time I waited all day when they again canceled. I want my money back. They have no intent to follow the contract. No one will call me. Their records confirm my complaint.

  

  Business Response

  Date: 07/18/2023

  We apologize for the inconvenience we caused Mr. *******; we didn’t charge client for contract starting in January of this year.

  Per our records the last payment we processed for this customer was 12/23/22. We did a comprehensive inspection, including replacing oil filter, nozzle, and strainer on 6/12/2023, which is included in the service partner plan Mr. ******* was paying for.

   

  Per our records the last payment we processed for this customer was 12/23/22.  The payments after that from Jan – May all declined (the cc account was closed) and after the customer cancelled, we adjusted the balance off of the account.   

   

  Keith H*****

  HVAC Service Manager

  Aiello Home Services

  ###-###-####

  Customer Answer

  Date: 07/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company did an absolutely abysmal job. Not only were they lousy but they made my house unsafe to stay in. By changing the flue in my home they actually initiated the release of carbon monoxide. Me and my 64 year old mother were getting light headed and feeling dizzy, unsure of the reason why. It went on this way for months and months, 5 months to be exact. Not only is this extremely dangerous and a health risk but we actually had to pay money for the pleasure. I am not only angry but I am also disheartened that this company goes around pretending they have expertise. Not only was this ridiculous but the company was in fact recommended by eversource. I think the company should have been held accountable but my family did little to nothing to hold this company accountable for their malpractice. It sickens me that this company was recommended by a state contracted enterprise. More needs to be done .

  

  Business Response

  Date: 04/17/2023

  
  Upon receiving the call from this customer and his mother, I took their explanation of what transpired. ****, who was not present when the HES took place on 8/26/2022, he stated a propane company came out and found high CO levels in his living room months after the HES appointment. The customer stated he had an energy assessment months previously which my techs **** ******* *** ******** ***** (no longer with Aiello) performed. The customer stated that we had caused the issue based on what his propane tech told him. I asked numerous questions about why the customer thought we had caused the CO problem and Mr. ******* stated it is because we adjusted the flue damper on the propane fire place in the living room. I spoke to both lead techs **** *** ******** over the phone and they both stated they have never adjusted flue dampers on homes with gas inserts because of the safety hazard it proposes.
  
  Propane flue dampers have to be left open because there is constantly a flame in pilot mode that needs to exhaust out of the home. I asked Mr. ******* what information they had regarding the findings and he could not present any. He stated “my propane guy said Aiello was a terrible company, and we should sue them”. I offered my work cell number to Mr. ******* and told him if the propane representative would like to call me or present his findings in the home via email I would absolutely speak to him.
  
  I have not heard back from Mr. ******* or the propane rep from Leahy propane. The other complaint was that v-seal weather-stripping had fallen off doors the next day. I explained to the customer if we had known we could have had a tech out immediately to fix it but they had not called into Aiello until 7 months later.
  
  
  The customer did not have any facts on parts per million of CO that was found or any paperwork claiming what they stated was found in their home was dangerous. There is also no proof in the 7 months since this visit Aiello had caused the CO issue.
  
  Thank you,
  
  Mike M*****
  Home Energy Department Supervisor