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:02/15/2023

  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.

  We had plumbing issues at our address ** ******* *** ******* *** We called Aiello to perform some work for us. (Invoice # ********* date of invoice 12/13/2022 date of service 12/8, 12/9, 12/13) Our sewer backed up in our basement after they completed some work. They came back and replaced approx 5 feet of sewer line outside, we had additional sewer lines replaced after Aiello fixed it. We filed a claim with our insurance company because we had coverage for sewer. Unfortunately our insurance needed a specific breakdown to reimburse us for the work Aiello did from Aiello. Aiello is refusing to provide a specific break down. We have an issue with this, we had to take a loan out to cover the work they performed. Since Aiello will not provide a break down for the work, our insurance company will not reimburse us for full amount minus our deductible. I would like to know if there is anything I can do to resolve this issue. The insurance company and the insurance vendor have had no success via emails(emails getting rejected) or telephone conversations to get a break down from Aiello.

  

  Business Response

  Date: 04/06/2023

  Good morning,

   

  To whom it May concern,

   

  Regarding this complaint, I have talked with Mrs ****** numerous times about her concerns with her insurance I have also talked with 3 different insurance agents and answered all there questions that they have asked.

  At one point 2 different agents called on back to back days asking the same questions and I mentioned that to them. I also kept in touch with the customer letting her know that they kept calling with questions.

   

  We have done everything we can possibly do for Mrs *******

   

  Scott C******

  Plumbing Manager

  Aiello Home Services

• Initial Complaint

  Date:02/08/2023

  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 am looking for a refund due to the service that was provided to me was covered under my service contract. The technician told me that "because even though this would have been covered under my service contract, they arent doing service calls because of the elderly calling for no heat service and they are backed up. So I will have to pay for the service today." I called and spoke to the service manager twice asking him "why am I paying for a service contract if I can't use it?" and he said " Yes it should have been covered under my service contract and he will look into it and get back to me." That was two months ago and I have heard from anyone. I am either asking for a full refund or a refund on my service contract for the money I paid last year.

  

  Business Response

  Date: 02/22/2023

  Refund processed ; 2.16.2023

  ref job/inv ********* as per ********* $506.43 CR/CC REFUND DONE ****

• Initial Complaint

  Date:01/20/2023

  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.

  Aiello plumbing came to my house on Jan 10, 2023 to fix a leak we had in our downstairs bathroom. It was leaking onto the floor and walls. Efrain came to our house and was never able to locate the source of the leak. He decided it was best to fix two pipes he “thought” might be issues. He did the repair upstairs under our sink and downstairs in our ceiling. However, this did not solve the issue and the leak returned. I now have a large hole in my ceiling downstairs and a leak that persists. He charged me $922. A dishwasher repairman discovered that it came from the dishwasher. I told Efrain that we were having dishwasher issues as well. He never pulled out the dishwasher to investigate. I find it alarming that I would be charged $922 for a repair that did not even fix the leak. And also to replace pipes that you saw no leak coming from. I contacted the company with my complaint but no one has reached out. Now I am out all this money and I have a hole in the ceiling to repair myself now for nothing.

  

  Business Response

  Date: 02/13/2023

  The Aiello Home Services Assistant Plumbing Manager has reached out to this customer and has come up with a mutual agreement on a refund amount with the customer.

  Thank you

  Customer Answer

  Date: 02/13/2023

  
  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:12/01/2022

  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 am at my wits end with a local company by the name of Aiello Home Services. I booked this company back in October….10/28/22 to be exact, to come out and fix my parents’ heating system at their residence in ***********, which was making a weird and annoying noise for a few weeks. They were never without heat, they just wanted to get to the bottom of the noise issue. A technician from Aiello came out and spent hours trying to figure out what the issue could be, he expressed his frustration on not being able to resolve the issue but found a slew of other issues that he “thought” could have been the problem. Eventually he claimed that replacing their water tank would solve the problem along with a few other parts/components. He wasn’t able to resolve it all that day and returned on day 2 to complete the job. They charged my parents $9500 and we thought that was the end. To make a very long story short, since 11/2 to present day, I have called Aiello 5 times to let them know the heat is still not working and my parents who are 77 and 78 years old has been forced to go down to their mechanical room a few times a day to reset the system to keep the heat running otherwise it shuts off and they are left cold. Our 6th call was today because the last service call we made on Monday complaining of no heat got us no where. They sent out their “field supervisor” and he spent a few hours and said he wasn’t too sure what the issue could be but maybe they should consider replacing a part in the boiler or the entire boiler might need to be replaced. I asked him if he thought it was fair to us that they’ve been sending us on a run around for over a month now and my elderly parents are left struggling to keep the house warm because the heating system STILL is not working. He had no answer for me. This morning I called their main office and asked to speak with a someone in corporate, a manager or the big boss; the woman that answered my call asked me give her a run down on what the problem was so she could forward it to him and he would be calling me very soon. That was almost 4 hours ago and honestly I don’t think they’re going to contact us.

  Customer Answer

  Date: 12/27/2022

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

  Hello, 

   

  I am writing to inform you that complaint #******** has been resolved. No further action is needed at this time. Thank you for your speedy action on this matter. I believe it was the main reason the issue was resolved. 

   

  Kindest regards,

  **** ***** 

• Initial Complaint

  Date:11/30/2022

  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.

  On November 7, 2019, I purchased a new water heater ( invoice #******) , with this I purchased a *** ***** Water shut off valve ( $ 307.00) . The service technician installed an App on my **** and showed me how to operate valve. Since then, I do a periodic check that the valve is working ...On November 28, I had difficulty with app ( unable to log on) after two days I call Aiello concerning my difficulty to log on... The response, I got was yes, there was an update of app....and it would cost me $100.00 to get update...But; I could not just purchase new App...I also had to join their monthly service, for a monthly fee.....besides the $100.00. At no time upon my purchase was I told of this added cost and the mandating that I would have to join their repair program at a monthly charge....Now, I am being held hostage....with a system not working ......At no time was there a written or verbal agreement..concerning getting any other cost og getting the safety system to work. !!!!!

  

  Business Response

  Date: 12/16/2022

  To wom it may concern,

  I spoke with this customer I told him he had the services when he bought the partnership once he canceled the partnership,  it ended he said he never knew about it being ended when it got cancelled I explained to him how it worked I told him I’d give him $100 back towards what he spent if he wants to just keep he could renew it he was going to think about what he wanted to do and let me know 

  Scott C******

  Plumbing Service Manager

• Initial Complaint

  Date:08/02/2022

  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.

  I feel lied to misled and defrauded by Aiello technicians .. tech came to my home to resolve a sewage backup issue on my main line .. line was snaked and after receded but issue was not resolved .. he said I have a 30 day warranty only and he would send another tech to use a camera to inspect .. second tech came out with a scope and advised that I had three roots in the line and the only way to resolve was to excavate and replace pipe .. claims issue was in the middle of my yard which was incorrect .. Aiello proceeded to quote me almost $9000 for resolution .. I called my insurance agent town of **** ******** and ultimately *** who jokingly advised me of their history of defrauding costumers and advised me to contact someone more reputable .. that I did I was able to find a contractor who had many run ins with Aiello also .. he cleaned my main line from home to streets with the same equipment Aiello did not use .. which i layer question the sales person .. he had no response .. final conclusion was that line wa a logged at joint on street at main line not in my yard (a lie) .. and the buildup was not as significant .. i paid Aiello just under 700.00 for no resolution .. the second tech did entire job including cleanup which they left my house not cleaned up for 350.00 .. its not a good feeling especially since this experience I know of two elderly women and a coworker that was taken advantage of .. it’s not my desire either to ever negatively affect anyones lively hood but there has to be a measure of honesty and conscience .. ****

  

  Business Response

  Date: 08/24/2022

  To whom it may concern                                                                                                                                                                                                                                                                                                                                                                                                                                                                        

  On 7/27/22 we had a plumber go out to Mr. Gobin's residence at ** ****** ****** **** ******** to clear This sewer line which was indeed backed up.

  Upon clearing sewer line we had our camera tech go out to video the line where he located a heavy root blockage about 30 feet from camera reel which was about 5-7 feet inside of house which put the problem about 23-25 feet outside of house,

  Mr. ******* front yard is just under 40 feet from house to street which put the problem just past the middle of the yard. We also have a video of the line showing the footage and roots if you need them.

  Feel free to contact me with any questions

  Thank you

  Scott C******

  Aiello Home Services Plumbing Manager