ComplaintsforCrisafulli Bros. Plumbing & Heating Contractors, Inc

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 30, 2024, Crisafulli Brothers charged me $2,259.62 for plumbing--snaking a drain, rebuilding a toilet, and replacing a toilet. The first plumber arrived around 9 am. While snaking the drain, he broke it. Water poured out of my light fixture. His supervisor came later. I called the company and requested their insurance information. They refused to give it to me. I called again demanding their insurance information. They said someone from billing would call me. I have not received a call. I am visibly ill with blood and urine collection bags attached to me and bruises up and down my arms from IVs. I am 62 years old. I explained to the original plumber that I had been recently hospitalized. The original plumber stayed until after 6 pm. At least 3 hours were spent going to buy a part. From approximately 5-6 pm one or both the plumbers stood in my driveway. Around/After 6 pm, the original plumber, towered over me, demanding that I pay and sign screens. I was exhausted and scared so I did. The screens he demanded that I sign were only sign screens. I was not shown and unable to see that I was agreeing to. I am disputing the credit card charge. If Cristafulli Bros woud send an electrician to make sure that the light fixture is safe and working or if necessary, repair it I will cancel the credit card dispute and pay the $2,259.62 and not cancel my $15,000 contract for a new boiler and partial home generator. I have been a customer for many years and other than this horrible experience have been satisfied.

  Business response

  10/15/2024

  Spoke with ***** on 10/15/24 after our Electricians installed an auto standby generator.   ***** is processing a claim through her home owners insurance and they will handle all restoration and repairs.  *****,It was nice speaking with you today.  I let our Electrical Manager Tom R******* know that you were pleased with our generator installation today.  Per our conversation, ***** *** is handling the restoration from the water damage incurred during our plumbing repair on 9/30/24.   You did not want our Electrician to inspect the light fixture to ensure it is safe and repaired today.  **** *** will be handling this going forward.   As promised, my personal cell phone number is ************ if you need to reach me directly regarding this issue.  Regards, John 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  CrisafulliBros (CB) did not do anything. When I complained to the corporate office regarding their tech. they never responded. On Jul 26, CB was scheduled to have a tech come out. They had to reschedule the job at the last minute. The job was rescheduled to Aug. 2. I had informed them that I was having issues with my pressure switch on my well. On AUg 2. Ryan N**** showed up. He looked at the switch and suggested 2 options. 1, Water filer and new pressure switch. 2. new pressure switch. We talked and he told me that the pressure switch would be a 40-60lb switch. But he didnt have one with him and had to go get one. He left and returned after being gone over a hour. When he returned he informed me that he didnt have a 40-60 switch. I told him that replacing the switch with the same type was not what I wanted and didnt feel that it would make a difference. He then told me that he thought my current switch was clogged. I disagreed. Logically all indications (running water), said the switch was not clogged. He said the only way to know for sure was to take it off and look. He did remove the switch and it was not clogged. He had told me that he would not charge for this. I told him to put the old switch back on. Once that was completed, I told him to leave my house. During this whole process, CBs tech was eyeing various things in my house. Did not give me a good feeling. He returned with a bill for 200+. Note I had given him a $50 coupon, which he did not apply either. Right after he left, I contacted CBs office regarding this. THey said they would get back to me. Called again, same message. Now They sent me a bill. (a month later) For 200 he did nothing. I still have the issue. I dont feel it is appropriate to charge a customer, based on the techs lack of knowled. Also, he recommended a filter he also recommended that I contact **** **** to solve my problem. I informed him that my current filer was put in place by ****. I have not paid

  Customer response

  09/17/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have spoken with CB representative and they are going to resolve this matter  Thank you for your assistance  *** *********  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Had a job quoted by tyler b*** in spring, and all seemed fine. Day of install tyler said he would be there to brief the installer. He was not there. Come to find out he was “having a bad hair day” words of the installer. Job was originally quoted to be done in one day to rough in our shower. It took 4 days! Installer was late everyday, and smoking pot in the truck. Probably put in 3 hours of work each day and we were billed for each day. We put that aside, and they finished the job, so we thought! Day five comes around and water is leaking out of the pipe fitting they installed. So installer had to come back again. All seemed fine up until we go to install the shower heads and notice there is no valve for it. What?! They installed all this work, and never put the valve in, and god who knows what the installer did with it. We called them back to fix it, and they now refused. Citing they installed what they are supposed to. I will attach photos. Basically shower head was installed, and cannot be shut off…… we paid for a professional to do this, and turned out worse than could ever imagine. Now we know why they have a terrible rating on the Better Business Bureau! Would not recommend this company at all.

  Business response

  08/29/2024

  We were contracted to rough in the shower for a thermostatic valve, handheld shower head, and rain shower head. During the process we added in two body sprays at no cost. As you can see from the pictures attached the thermostatic valve which was purchased by the customer was installed to specifications. Including two ball valves for both hot and cold supplies. All mechanical/ finish parts for the shower were purchased by the customer and the control he is speaking about is a digital control that gets installed during the finish phase which we were not hired to do. This digital control would have been purchased by the customer and installed when ******** ************ did the finish work. At this point we have fulfilled the contract plus more by adding the rough in for body sprays which he asked us to add. 

  Customer response

  08/29/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Please see detailed highlighted image explaining what the shower head is. This shower head requires its own valve (diverter valve) not digital! Clearly says diverter valve, which would be installed at the rough in. This shower head has multiple functions. Either a jet spray or a rain shower. The installer threw out the valve. Imagine you have your tub, and shower running at the same time. That explains this in simplest terms. This is supposed to be installed at the rough in phase and now they are trying to make it seem like something totally different or over complicate it. It’s a valve that goes into the shower head lines. It’s not installed at all functions can not be shut off. We paid top dollar for a plumber to rough in the bathroom and encountered more problems than we could’ve ever anticipated. Please fix your mistake. ***** ********

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repair performed 5/1/2023 . On 8/13/23 leak reoccurred. Water was spewing all over. As this was the same day my husband died and a contractor friend was at the house, after my son videotaped was happening, the friend made the repair. We noticed Crisafulli about the event and requested a refund. We were told they could send someone out, however, Noel who had done the repair had retired. Our incident was urgent. We made multiple calls to the company, sent video., spoke to a host of (some demeaning) individuals with no effect. I even made a trip to the company and was informed there was no plumber/ technician l could speak with so l left. So this is my complaint. They have video. What is surprising to me is that Crisafulli has been my “go to “ company for years. The way we were treated was horrible! I do not believe the initial repair was adequate. The water spewed all over my washer which may have contributed to my need to purchase a new washer. Thanks for looking into this matter. I’ve lost total confidence in this company. Extremely poor customer service. Considering posting a review.

  Business response

  12/14/2023

  Can we have this video uploaded on this BBB log so that i can see if the leak is comng from the spot repaired 3 months earlier please?

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Crisafulli plumbing and heating did not properly install a new furnace and tankless hot water system. Then charged me to "fix" problems I was having with the new system.

  Business response

  10/20/2023

  We installed the system in 2018.  In September of 2021 we were called out to the home.  We noticed a plugged air filter and moisture in the intake due to high humidity level in the basement.  We changed the air filter to allow for proper airflow and condensation control.  The Customer has not had us out in the 3 years to maintain the system.  We offered to add a condensate drain in the intake line incase this situation arose again.  We installed the furnace to ****** Install Specifications.  We want to make sure that this investment of a system is protected so we will offer a complimentary 1 year agreement on their furnace so we are out with in the year to make sure it is properly maintained.

  Customer response

  12/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  As discussed when we last spoke, I do want to reopen my complaint.  I am attaching documentation to support my complaint that includes photos of the incorrect installation and also photos of the manufacturer's installation manuals. I am rejecting Crisafulli Bros. response because they did not install the furnace, tankless hot water heater and air conditioning unit correctly.   I am looking for them to correct the installation at no cost to me and also to refund me what they charged me to "correct" the problems their installation caused.  I have already provided to BBB a copy of the letter and supporting documentation I sent to Crisafulli Bros. to which they never responded.  I also note that although they quickly responded to my complaint to BBB, they never took the time to come to my home to inspect their installation so that they could inspect for themselves the problems with the installation. The attached photos of the pages of manufacturer's installation manual and the photos of the exhaust/intake of both the furnace and tankless hot water heater show the installation was not done correctly.    The first three attachments are from the installation manuals.   I have "circled" on each page the sections that identify the proper clearances and the ramifications of the incorrect installation. Regarding the next attachments which are photos of the furnace exhaust and intake, what is shown is that the exhaust and intake are interfering with the condenser of the air conditioning unit.   The exhaust and intake also don't meet the vertical and lateral clearances that are required by the manufacturer.   This also results in premature wear of the equipment. Other problems with the installation include the rusting of the furnace and the tankless hot water heater frequently shutting off.   In addition to the vertical and lateral clearances not being met (shown in the last attached photos), the "pitch" of the exhaust and intake of the tankless hot water tank was incorrect which contributed to it "shutting off".   I paid another company to fix the "pitch" of the exhaust and intake of the tankless hot water heater to address this (the tankless hot water heater shutting off). The attached pages of the installation manuals (first three attachments) identify that a minimum 48 inch clearance is required on top of the air conditioner condenser and further (page with paragraph circled Important!) that the exhaust and intake should not be venting over the condenser - the installation is damaging the condenser. Thank you for your assistance.   I can be reached at 518-469-5162 if you have questions or if I need to provide any additional information.  Regards,  **** ***** ******  

  Customer response

  12/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am attaching/sending the ****** and ****** warrantees as requested.  I did send these previously.  I am also attaching a copy of the invoice dated 8/24/2022 from ** ****** & ****.   This is the company that correctly identified the cause of the problems occurring with the tankless hot water tank and furnace.  Their invoice says "determined both vent terminations for water heater and furnace were not installed within recommended clearances causing condensation in the unit's intake.  This is causing ****** lockout and rust in furnace.  Vent terminations should be re-piped or water will damage units. Found no other issues with clean & service. Installed hangers on ****** vent system for proper pitch."  Crisafulli is taking advantage of me.   I am not knowledgeable about furnace, tankless hot water heater and air conditioner systems.  I did not know that the problems that were occurring were due to the fact that Crisafulli did not install the equipment properly. Crisafulli had the opportunity to diagnose and correct the problems when I called them back to my house - instead of correctly diagnosing the problem, they performed work that they charged me for that did not resolve the issue. It was only after ** ****** & **** inspected the systems did they bring to my attention that the installation was not done correctly.  Both ** ****** & *** invoice/write up of the issue and the pages from ****** and ****** install manuals (previously sent) and photos I sent previously, corroborate that Crisafulli did not install the equipment properly.  I expect them to refund me for work they performed that did not correct the problem and to correct the install to the manufacturers specifications for NO CHARGE. For the record of this case, the equipment was installed beginning approximately December 2018 and finished approximately January 2019.  It has been over one year that i had been trying to get Crisafulli to respond about this and they never did until I contacted BBB.  Regards, **** ***** ******  

  Business response

  01/12/2024

  BBB spoke to the business and the following was relayed: The customer purchased a top of the line system. It was installed correctly per *******, ******, and local government codes manufacturer installation guidelines. The customer had not contacted us for 5 or 6 years, the water filter was filthy. The manual clearly states maintenance includes flushing with 5 gallons of vinegar yearly. The intake and exhaust are set according to the guidelines. We were willing to provide a courtesy maintenance cleaning at the time.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint or problem goes back to around the COVID19 pandemic. However, I decided to post the contract signed with Crisafulli Brothers in September 2022. I have other correspondence with the Crisafulli sales & management team for the same incomplete service request by me that dates to March 27, 2020. To date the roughly $6,000 of work has not been completed as promised. According to a licensed city inspector that freelances in his spare time the new installation was so mediocre that it was likely to have problems, or fail, in the near future. Despite the Crisafulli contact contract stating that permits would be pulled, the plumbing specialists for Crisafulli failed to provide me with a copy of permit as promised, nor was it posted to the property. I have my doubts that the $500 I paid for the permit was ever pulled with the City of Albany. Crisafulli Brothers does not inform the public about the experience or educational background of their plumbing specialist. I have encountered many different specialists over the years. Once I discovered on my Crisafulli bill a charge of $500 for detaching a cast iron radiator in a residential townhouse. Most of their specialists move on to other jobs after brief employment with the company. Not only do I want the work completed by Crisafulli Brothers, but I also prefer to have the work independently inspected by a third party to verify the job was done correctly. I also want the systems outlined in the contract tested to satisfaction of the third party. I am an elderly, so I would prefer not to wait another year. There's been a lack of empathy, professionalism and ethics throughout this ordeal. The contract also states that the specialist would supply the materials necessary to complete the work. Told to hire extra help for minor stuff. Meanwhile, I spoke with 5 different managers about the matter. This has been the worst sales experience in my lifetime, and frankly unbelievable disregard for human beings.

  Business response

  09/25/2023

  This has been an ongoing job, which started in June 2020, and was for rough-in plumbing for (2) bathrooms and resulted in multiple contracts / work orders.
  
  As of today, the only uncompleted contract / work order is for the finish / completion of the plumbing for the (2) bathrooms (see attached contract).
  
  We have on multiple occasions reached out to the customer to complete the job, with the last time being approx. (4) weeks ago. When trying to schedule this, the customer has been either unresponsive to us and/or the work that other contractors needed to complete (i.e., floors) in order for us to complete out part has not been done.
  
  We have pulled the required building permit (see attached) and will have the job / our work inspected by the City of Albany Building Dept. once it has been completed which should address his concerns regarding it being done properly and per code.
  
  We sincerely apologize to the customer for any inconvenience or unnecessary angst we may have caused him and would like to complete this project for him as soon as possible. Note that the current building permit expires on 11/30/23.
  
  Please have him reach out to us as soon as possible.

  Customer response

  09/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  First, I contacted the company and left several messages, one with Jake. The company has my email address (mims_residential@msn@msn.com), nor have I received a call from any manager. No such thing as an out reach to me 4 weeks ago. I don’t live there.

  Second: There are gaps in the installation where there is no PVC that connects another section of the install in both bathroom. Yet, they want my own contractor to close the floors. I would suggest that they use the Advantech plywood materials on site after installing the last pieces of piping, testing the new install for leaks…use there own contractor simple to lay the tung and groove plywood on the bathroom floors the way they prefer. My contractor will reinforce the flooring upon Crisafulli’s completion and inspection. This saves time instead of claiming my contractor failed to do something so trivial. They can schedule an inspection with the city while connecting or not connecting the tub, toilets, shower fixtures, and sinks. If they’re pressed for time to install all the fixtures without more fanfare, its easier to get a contractor to install toilets and sinks, pour concrete floor, waterproof, tile, and grout.
  

  Lastly, I would like someone that’s not in training to contact me via email and phone to complete the job without drama. I can schedule this anytime with 1-2 days notice, but I need someone competent that takes pleasure in her/his work to come out to verify the missing pieces of the plumbing install. Otherwise, we cannot turn on the water to test the system.
  

  
  Regards,
  
  ****** ****

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

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

  
  

  Business response

  01/12/2024

  Mr **** called her on 10/12/23 at 1:31pm and left a message for Rob asking for Rob to call him at ###-###-####.  Rob returned to office and called later afternoon with no pick up. 

   

  As of now on this $5515 job we have only collected $925.  We are more then happy to meet him there and see what is needed to get him finished.  I can make Rob our Install Manager available at any time to make this happen.

   

• Initial Complaint

  08/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1) Classic Bait & Switch scam: $179 maintenance special email rec'd - scheduled appt with Glens Falls office - technician arrived on Monday 8/14/23 - immediately said your system doesn't qualify and tried to sell a monthly subscription to a maintenance package. -called the other office about the $179 special and Albany location didn't ask anything about what kind of system - they were ready to send a tech out to try and upsell monthlies - rec'd an email 2 days later on 8/16/23 with $0 due on the 'Warranty Call' - but this was never a warranty call, this was a $179 maintenance special call - they misrepresented/changed it to suit their purposes 2) Mark ********, Sales Manager, did not follow through getting rebates for our 6 units & 2 condensers - we spoke several times on the phone - he kept asking for more info - sent him pictures via email on 9/21/22 and he has never responded since 3) Mentioned to Tech on 8/14/23 other problems happening from the whole house HVAC & Plumbing work - but these have not yet been addressed: line sets so stuffed with material they are bulging and popping apart/loose, mini-split remote controls not working properly (you have to hit it 3 times to shut off when it should be once), one mini-split unit making whining noises and doesn't sound right, condensation forming on windows and especially all 6 slider doors during winter,

  Business response

  09/19/2023

  To Whom it may concern, Unfortunately, Ms. ****** is just a bit confused by our trad* terminology maybe. The intent of this special was to offer customers with a “central” air conditioning system, that is typically a furnace and a condenser, (see below highlighted verbiage) an opportunity to save from having to pay for two trips and get both services completed in on* visit. Ms. ****** has mini splits, many of them, and these units require much more work and time to maintain. Our technician offered her an option to become a member of our partner plan club in an effort for her to receive 10% off the total services, just a kind gesture, not an attempt to make a sale at all.                Additionally, Ms. ******** HVAC equipment was not installed by Crisafulli Bros., we would have no method to apply for rebates for equipment that we did not install. Best regards, Alan A**** 

  Customer response

  09/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  ***** ******  This is bologna.  Each time I called CB to set up the maintenance appointment because of their "email special", the person didn't once ask me any specifics about my system, they went right to booking an appt.  This happened when I called both the GF and Alb offices seperately on different days.  When the tech arrived, he wasn't even out of the van before telling me our system did not qualify, but here, sign up for our brand new monthly subscription service at $xxx/mo per mini split unit instead.  Classic bait and switch which I consider false advertising.   If the scheduler asked any questions whatsoever at the times of my calls, they would have known immediately it fell outside of their offer and should have mentioned it then.  Shame on CB if they try to blame the scheduler for that too and not hold themselves in corporate accountable. Regarding the rebates, this is even more bologna as far as I am concerned.   CB bought *** and is responsible for ***'s work and products installed.  A couple miles down the road from me is another customer this happened to, but CB gets right on their service calls - why are we being treated differently?  I spoke with the sales manager several times about the rebate and before he ghosted me after that latest email. There are other HVAC & plumbing problems here that CB inherited from *** which have not yet been addressed: leaking upstairs shower, loud squeeling mini split unit, line sets exposed outside too stuffed and popping apart, and knocking sounds in the plumbing lines in the basement.  None of this has been fixed and here they are disputing it as our problem, again thwarting accountability.  CB had an opportunity here to gain a customer for life, but instead are handling things inappropriately.  We are disappointed because wanted them to be our go to, and wanted them for more work to install a sump pump (per a different email special they were running a few months ago) and ideas on heating the basement - another minisplit perhaps. They are untrustworthy to me.  And I now question whether they in the hvac sales and service business or are they in the monthly subscription sign up business.   

  Business response

  01/09/2024

  BBB spoke to the business and the following was relayed: The customer has 2 systems with multiple heads. The offer does note there are exclusions, which the second system would be. We would be willing to honor the offer for each system, $179 for each.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During the month of November 2021 I hire Crisafulli Bros Plumbing and heating Co. to install a new ******** Boiler since the current one was very old. I was fearful it would fail when I went to Florida for the winter. Their salesman came to my house prior to the install and told me what would be done. He assured me it would be a complete job install. On date of install I expressed my concerns about a "C wire being installed. The tech told me this type boiler didn't need a C wire. I told him I would be in Florida for the winter and was concerned about no electric being hooked to the thermostat. He told me it was nothing to worry about. In Jan. 2023 while in Fla when I couldn't get any response from my phone for the thermostat I had my son check my house. He advised me I had a broken pipe that had frozen. Their was no heat in my house. On 1-3-23 Crisafulli repaired this leak and charged me $614.91 for the one pipe. Tech wouldn't budge on the price. When I returned to my NY house in May 2023 I had no heat or hot water. I called Crisafulli Bros and was told I'd have to pay $109.00 for them to just come. Any charges woud be up to the tech.On 5-4-23 Brandon V******* came to my house. Another broken pipe from being frozen was found. He said it would cost$453.20 to fix it. He agreed a C wire should have been installed but couldn't do anything to correct what another tech had done without charging me. I told him I wanted a spvsr. He said he tried o get oe but he was at a Dr's appointment and he'd contact me later. (never any contact either time I requested). Brandon said he would return on 6-1-23 and meke the repair. I paid him $117.76 even though he done nothing. On 6-1-23 Brandon fixed the 2nd leak. He got approval from the office to have me only pay him $158.40. Once again he said he'd have to charge me over $100.00 to install the C wire. I requested a supvsr contact again but no response. The fault of this case in theirs since they didn't complete the install properly.

  Business response

  06/23/2023

  We will refund the $158.40 and the $117.76 for a total of $276.16 and set up a time to run a new thermostat wire from his boiler to the thermostat.

  Customer response

  07/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The consumer relayed the following to BBB: Once they complete the work tomorrow, Tuesday 7/11/2023, I will call BBB to close the complaint Resolved.    Regards,  ****** ******

  Business response

  07/10/2023

  I dont understand what the customer is saying.  He says our response which includes us going out to install a new thermostat wire does not resolve his complaint.  But he then says: Once they complete the work tomorrow, Tuesday 7/11/2023, I will call BBB to close the complaint Resolved.  We are scheduled to put a new thermostat wire in tomorrow 7/11/23 

  Customer response

  07/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The consumer notified BBB that the business came out and Resolved everything.  Thank you.  The consumer has asked BBB to close the complaint as Resolved.  They took care of everything.  Thank you.    Regards,  ****** ******

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a Boiler and Tankless Water Heater installed in October of 2022, paid $11000 just found out on 12/29/2022 that technician never tightened a fitting and has been leaking natural gas into my house since October. The only reason I found this out is I had a police officer at my house for a 911 drop call and when he walked in, notified me of a strong odor of natural gas, then fire department and ******** **** were called. ******** **** found gas leaking out of fitting that was never tightened, and was missing half of a split ring. Was told by the fire department that me and my family are lucky to be alive and that they don't know how the house didn't explode. Crisafulli came back and repaired fitting (hopefully), because technician never tested for gas leak with me, just told me they were finished and left the house. Received nothing stating what they did

  Business response

  01/27/2023

  The fitting in question was an existing gas fitting was reused.  We got a technician out that night and then sent one out the next morning to replace with a new fitting to ensure there is no gas leak there.  We want the homeowners to feel safe so we will contact the home owner and have our Installation Manager do a leak test with them so they can be confident that the leak is repaired.  Thank you

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Plummer Daniel W***** was on property to isolate possible leak, change washer hookups to proper connections, add 2 water pipe shutoffs. He repaired main sewer line so there is no longer space to repair sheet rock. Pipe protrudes where sheet rock should be and Daniel did damage to kitchen pantry cabinet because he didn’t take the time to remove ******* before removing sheet rock. Made washer connections but did not use color coded connectors in proper place. Added to water pipe shutoffs, but melted plastic shutoff while soldering pipe. Made correction but I needed to call Crisafulli next morning because of low water pressure in shower. Was informed by Daniel Crisafulli does not do repair to damage done. Second Plummer on 10/26 cleaned shower head and contacted office for plumbing specialist to visit site on 11/4. Brian H******** said he would come back with estimate on Monday. The pipe repair needs to be corrected, kitchen cabinet needs to be removed, sheet rock repaired and cabinet reinstalled. Asked multiple times to speak with manager which never called back. Asked to speak with Andrea Crisafulli, owner and was connected to Alan A**** voice mail. No return calls from Crisafulli. They want to charge again for pipe repair.

  Business response

  02/09/2023

  This was a large leaking pipe repair in a very tight area.  I have attached the option sheet that was reviewed and signed by Mrs ********** before any work was completed.  I have attached a picture of the water shutoffs that were installed and I do not see any melted plastic as they are brass ball valves.  I would offer that we will send our Plumber back at no charge to see how we canuse different PVC couplings to make the repair set in the cavity more to eliminate the protrusion in the sheetrock area. I will also have him address the scratch on the cabinet door.  At that time we can offer an option to repair the sheetrock or suggest a general contractor that would be able to assist her with that repair.

  Business response

  03/01/2023

  BBB spoke to Robert at business and the following was relayed:  We have come to an agreement with the customer to resolve. We will schedule to complete agreed upon repairs for customer at no cost for Friday.

  Customer response

  03/01/2023

  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.  
  Regards,
  ***** **********
  
  
  
  
  

*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. ↩