Shawn Long

Review of Aiello Home Services

I chose Aiello because I heard they have exception...

I chose Aiello because I heard they have exceptional customer service. I met with the salesman several times regarding upgrading my Central Air and Furnace. I was impressed with the salesperson and chose Aiello over several competitors. After I signed the contract the salesman was done and it's in the rest of the teams hands. I had a HES audit done on my home with Aiello while waiting for a gas line to be installed before the A/C and Furnace were installed. The HES Audit was done professionally and Tim the lead tech is great. From that point on it was down hill. The communication and follow up from the company has been terrible. I've had to continually remind them regarding information they've promised. During the HES Audit it was recommended that I have Insulation installed in my attic which I agreed to have done. I requested a contract but nobody in the office could access the computers that day and it was promised the next day. I had to remind them twice to get me a contract and it wasn't until almost a month later that the contract was ready and I had to remind them of the price quoted. Once the installation began with the HVAC system it was to take two days. They came the first day and worked a while and then came the second day and stayed from 7 am to 10 pm just to change the units which is crazy. I didn't even have duct work replaced. Of course at 10 pm I got a quick overview of the system but I'm not even sure how the thing works as they were wanting to leave as much as I wanted them to leave. The next day I hear a ticking noise that wasn't there before. I write a supervisor at Aiello (David) and request someone contact me regarding the ticking noise and also inquired about rebate forms they took that required their signature and were to be mailed back. I received a reply that the rebate forms would be mailed on Monday the 8th and someone would contact me regarding the ticking in the A/C. It's the 13th and I still have no rebate forms and no follow up from the company. Overall I chose Aiello at a higher price than I could have had the work done with another company because I expected to receive a high level of customer service. I feel overall the work performed was done well but the follow up I've received has been less than expected. When you spend this much money wouldn't you think someone from the company would call and say, "Thanks for the business, how is everything working since we left?". Just very let down.