Complaints

This profile includes complaints for James Vito, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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James Vito, Inc. has 2 locations, listed below.

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  James Vito, Inc.

  681 Southlawn Ln Rockville, MD 20850-1458

  
• 

  James Vito, Inc.

  100 S Pickett St Unit E Alexandria, VA 22304-3010

  

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:03/06/2024

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21395539
  
  I am rejecting this response because:

   

  I never made any indication at any point throughout this process that you did the initial install.  I am well aware that the initial install was not done correctly and that was the reason I needed work done.  That work had absolutely nothing to do with a new thermostat.  The fact that you are insisting it does is indicative of the gross incompetence you have exhibited throughout this process.  You came out for multiple site visits over years and never once were able to correctly identify the issues.  You always went back to you need another thermostat.  

  The company that came out and properly fixed the unit did not need to do anything to the thermostat.  They assured me the issue never, at any point, had anything to do with the thermostat.  
  
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  

  
  thousands of dollars we wasted on their incorrect diagnoses from the start. I just want my 808 back for the last one.

  Business Response

  Date: 08/14/2024

  We received the complaint filed with BBB by **** *****.  We take these complaints seriously and as such I have discussed with our HVAC team in detail.

  In reviewing this complaint with our team we have the following additional comments.

  Firstly, it should be noted that the home was newly constructed and unfortunately the new HVAC system was poorly installed.  VITO Services was not involved in the installation of the new system.

  Secondly, our team believes that the concerns with the thermostat have more do with the existing duct work and its current configuration.  It is our belief that a new thermostat was required in order to improve the performance of the existing HVAC system.

  Thirdly, the credit offered by our Service Manager, ***** ***** was intended to help offset the expense of repairing the duct work given the amount of money Mr. ***** had already invested.  This was offered on the assumption that Mr. ***** was going to approve the work for duct system.  In the end, this was not approved.

  Lastly, we are willing to credit (2) service dispatch fees which are $120 per visit for a total of $240.  The $808 being requested we believe is based on the position that the new thermostat was not required.  As stated above, we believe the new thermostat was necessary.

  When they arise, we are always interested in resolving customer complaints in a fair and equitable manner.  However, it is also important to ensure that both parties understand the full scope of the problem.  Hopefully our proposed refund of $240 is acceptable to Mr. ****** which is ultimately a good faith gesture.

  Should you need anything additional, please do not hesitate to contact us.

  Thank You.

   

   

   

  Customer Answer

  Date: 09/26/2024

  This is the payment to the third party for the repairs done that correctly and finally fixed the problem.  Please note it was not the thermostat.