ComplaintsforRusso's Renovations and Remodeling, LLC

• Initial Complaint

  01/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was told by my condo property manager 2021 that my fireplace needs to be redone as the units are old & not able to use due to risk of fire. The unit owners were given 3 choices what we wanted to do at our expense, the interior of the chimney could be redone to use as a wood fireplace again, totally close off the chimney and fireplace like it never existed or have the old unit removed and replaced with an electric insert. We chose the electric insert. We hired Russo Renovation. He provided an estimate with the work he would do. Job done late March early April 2022. When Russo removed the original fireplace the vent stack pipe fell to the floor which he did not do anything about. In October of 2022, I experienced a great deal of cold air coming from the area. It felt like a window was open. We had to cover our fireplace with plastic because we were losing heat. I called Russo and was told that he didnt know what else he could do but put some insulation. I went back & forth with property manager & was concluded the fall of the stack vent was the issue and Russo was to fix it. Not until 12/17/22 did Russo come back with a friend who I was told was a chimney person. He came with Russo capped and sealed the chimney. I was denied any paperwork when asked. Not sure if he really was a chimney guy. Russo put more insulation behind the electric insert with spray foam to stop the draft. I asked Russo about the capping and sealing of the chimney that was not done but was charged. Russo said he misspoke but because he is not licensed/insured to go on the roof/chimney he didnt do it. I offered Russo to give money back for work not done or get it fixed with no expense to me. The rain is falling into the stack vent & collecting on floor & is the ceiling for unit below me. We called texted emailed & left messages for Russo. He answered tonight he doesnt know where its coming from nothing else to do. Never had an issue before his work. This needs to be rectified immediately.

  Business response

  01/26/2023

  All of the tenants of ****** ******* were required to remove the existing fireplace boxes in their units due to faulty installation and safety issues. I personally removed over 75 units without any issues. On this particular removal at the ******, The vent pipe did fall. After removing the fireplace box I inspected the pipe and found it was not supported with straps like the other units so the failure of the vent stack was also due to faulty installation and cut corners. It was impossible to move or remove the vent stack due to the weight and the enclosed chute it was installed in. I notified the homeowners immediately and told her I would insulate the entire area to prevent heat loss. Months went by before **** contacted me again being winter time now and she stated she was experiencing cold air. I responded immediately as always and was able to go over and re-insulate within one week. the longest delay after that was due to the property managements delay in inspecting the chimney from the roof. They stated it was my failure to support the vent stack which is why it fell. I responded immediately again and reiterated the vent pipe was never strapped to begin with but I was willing to help her with the situation. I was not notified by the homeowners until recently that water was also getting in. I again immediately contacted my roofing contractor to help me repair this issue since I was not equipped or insured to go onto roofs. I was able to get him to come over within 2 weeks which in contractor time is lightning fast. He and one employee went up and capped and sealed the vent pipe from the roof and I went on the inside and added more insulation. We thought that fixed it but was notified by **** that they still heard rain coming in. My roofing contractor came out a second time with 2 guys this time and they found the leak was coming from around the pipe which again was not my work nor did it have anything to due with my work. They removed the entire vent pipe and made a custom cap for the entire chimney box. I also completely filled the inside with more insulation. Both times I paid my roofing contractor out of my own pocket to repair faulty issues with the building which had nothing at all to do with my work. I believe I responded quickly and took her requests seriously every time the ****** contacted me with another issue. This was a complex problem that had to follow a serious of events and was not an easy fix. The issued is fully resolved now and the ****** are happy and were very apologetic as was I to them. I pride myself on my reputation as a business owner and will always do right by my customers even if it means fixing other workers mistakes and short cuts which was the case here. Sincerely, Martin Russo, owner of Russo's Renovations & Remodeling. 

*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. ↩