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: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 
  

• 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,
  
  
  
  ********* ****