Russo Bros & Co

"Hi [Member Name Removed]- Thank you for your feedback. We will have a service manager reach out to you shortly to discuss your concern."

"Hi [Member Name Removed]- Thank you very much for taking the time out to provide us with a compliment. We greatly appreciate your feedback, and we are glad to learn you were happy with the service Russo Bros. & Co. provided."

"Hi [Member Name Removed] - We appreciate that you took time to leave your feedback. Thank you for your patronage!"

"Thank you for your feedback on the work our technicians did at your home. We greatly appreciate that you took the time to share your feedback and we are glad to learn you were happy with the service Russo Bros. & Co. provided."

"Thank you for your feedback. Russo Bros. & Co. is pleased to hear you were happy with our technician. Unfortunately, we are sorry to learn you didn't feel the pricing was appropriate. We believe if you compare our business to similar size competitors, our prices are in line with the market place. Concerning the recent diagnosis at your home, it took our technician over 3 hours to locate and isolate the leak that was coming through your light fixtures in your basement below. His work included opening the ceiling and removing the damaged section of tubing. Additionally while he was on site, he performed a complementary plumbing inspection so you could prioritize plumbing items you may want to repair. In order to quote a client pricing up front, we have implemented a "flat rate" pricing system so there are no surprises. Our flat rate pricing model takes into account the average time it takes for a technician to perform a repair, our overhead factor, as well as material and related tool costs. If you would like to discuss your concerns in further detail, please give us a call at 973-887-1334."

"Hello Mr. [Member Name Removed] - Thank you for your feedback. We apologize that your experience in this circumstance was less than satisfactory. We have been in business for over 64 years and 100% customer satisfaction is our goal. We take customer feedback very seriously. Typically, a heating issue may take a technician an extended amount of time to diagnose; and after a month, new issues could possibly arise. Even after diagnosis, some clients choose not to move forward with the work. To ensure the technician is paid for his time and work during the diagnosis, as well as overhead expenses, Russo Bros. & Co. charges a flat diagnostic fee. However, after learning of your concerns, a Service Manager came to your home without charging a diagnostic fee. Upon examining your system, the Service Manager found a bad circulator. With your approval, the circulator was replaced, fixing all heating issues. We are hopeful we have rectified the situation to your satisfaction. If you would like to discuss your situation in further detail, please give us a call at 973-887-1334."

"Thank you for taking the time to share your experience with Russo Bros. & Co. We truly value our customers' feedback. We also thank you for your business!"

"Thank you for taking time to provide us with your feedback. Russo Bros. & Co. is happy to hear you were pleased with the work our technician did in your home. We pride ourselves on having a team of highly trained professionals, both in the field and in the office. Russo Bros. & Co. has been in business for over 60 years, and feel we are very competitively priced when compared to similar caliber professional service companies. Our technicians come to your home in our fully stocked trucks, examine your plumbing needs and provide you with options for repairs. We quote all pricing up front so you know the exact cost before any repairs are made; this ensures there are no surprises. We value your feedback, so please feel free to call us at 973-887-1334 to discuss your concern further."

"Please enter what you would like the response to look like:We have been in business for over 60 years, and pride ourselves on being upfront with our clients. As professional contractors that are licensed and insured, we do our best to make professional judgments. As soon as we read Mr. [MNR]'s complaints, we called him to discuss our findings in his step mother's home. We explained that in our professional opinion, this 50-year-old boiler is unsafe to run and should be replaced as there were several issues we discovered. Upon diagnosis, our technician found that the boiler was not properly distributing heat which was evidenced by flame roll out on the cover of the boiler jacket, flanges were rotted and leaking on the circulator pump, the pressure reducing valve was not allowing the boiler to refill with water and the safety relief valve was inoperable which caused high pressure to build up in the boiler when it was operating. In the current state, our technician made a professional judgment based upon his findings that the boiler was not safe to operate and explained this to both the homeowner and Mr. [MNR] (via phone) while he was on site. Without clearance to replace the boiler, our technician turned off the thermostat as a safety precaution so the boiler would not run out of water and cause a dry fire. Mr. [MNR] reiterated that another plumber came out to bleed the system and it's currently working. We elucidated that we still do not feel like her system is safe to run. The money for this service has been refunded. As for the previous water heater replacement, from time to time, we hear people mention they think we are expensive. We believe if you compare our business to similar size competitors, our prices are in line with the market place. With a fully staffed office, we answer all phone calls and give a custom appointment window, which minimizes your wait time for a technician. Our technicians drive fully stocked trucks, so most repairs are made on the first trip. All prices are quoted before any work is done, and we stand behind our work by offering a 100% customer satisfaction guarantee. These differences, from the average service company, influence the price we need to charge in order to remain in business and service our clients. Here at Russo Bros, we aim to satisfy our customers at a high level."

"We are happy to hear that we could help you get your sprinkler system running properly! We look forward to providing you with assistance again in the future should you need it."