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:01/03/2025

  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.

  This is a complaint about ASTACIO/**** Services Plumbing & HVAC, (ASTACIO) ** *** *** ******* ** ***** (###-###-####, i*********************** ) and Mr. Brian R***, General Manager (br***@astacioplumbing.com) whose services were considered unsatisfactory and unworkmanlike. ASTACIO replaced the ****** ***** *** and the air handler over a period of 8 weeks (6 October to 7 December 2024) but the result was unsatisfactory since we “ must not raise the temperature higher than 68 or 69 degrees” according to the technician. We requested an explanation but have received no response. We believe that we have also been overcharged ($19,759.000 appeared on the Lien). Malpractice of this kind must not be allowed to continue. Connecticut consumers must be protected. This complaint is submitted by *** ** *** and **** ************, of ** ****** **** **** ****** ********* *********** *****. 1. We, my wife (**) and I (**), retired in 1998 and we moved into this house in July 2012, which was then brand-new, including all new appliances. 2. No heat, first call to ASTACIO Around 6 October 2024, we called ASTACIO for services as we did not have heat in our bedrooms on the second floor. Ms Kate P*********** (###-###-####), salesperson, reported that the ****-****** ***** *** boiler was “over 17 years old” beyond “the warranty” and needed to be replaced as the “exhaust fume” was coming out from the “holes” of the aluminum casket. “Poisonous fumes are serious health hazards.” I then contacted Ms. Tifa** R******* of ****** (###-###-####), ****-****** agreed to replace the boiler with a 60% discount (as the warranty is still valid). ASTACIO replaced a week the ****** a week later (we were billed for $12,500). 3. No heat, second call to ASTACIO A few days later, we had no heat again, a different technician came and said the heat handler on the third floor was no good and needed to be replaced, which was replaced a week later (billed for $9,100). 4. No heat, third call We had to call them again a few days later because there was no heat. The same technician came and said he “forgot to switch the boiler on”. 5. No heat, fourth call This happened again a few days later. The same technician came and said, “a wire was loose.” 6. No heat, fifth call This happened again a few days later. Another technician came and said the thermostats needed fixing, this being the first time the thermostat was looked at. 7. No heat, sixth call to ASTACIO This happened again on 7 December. Another technician came and said that the water tank is no good and needed replacing. But he got the heat back. He warned me that “keep the temperature at 68-69 degrees, no higher.” As the weather was getting much colder, we had to raise the temperature. I asked Brain for an explanation and improvement. He never responded. He then placed a Lein ($19,75o.00) on our property on 12 December 2024. 8. Present status In short, over a period of 8 weeks and after having replaced the ****** boiler and air handler at great expense, the problem largely remained. We cannot have a temperature higher than 68 or 69 degrees. Surely, this cannot be considered satisfactory service. Heating is indispensable to elderly residents. We need ***** protection. 9. I called three other ******** ****, and their charges are averaging $2000 less (see below, annexes) 10. Throughout the entire episode, I have repeatedly requested the service manager and the General Manger to come to inspect the units and the work, and the thermostats. They promised that they would come but they never did. 11. I made numerous telephone calls to ASTACIO but most of them were answered by answering services. 12. ASTACIO avoided giving me the address of the company. All they give me is ** *** **** ******* *** *****. I wonder why. 13. Of the billings I received, they are for AC and air handler and for condensers (No.*********; No. *********, see annex 1 and 2 in red.) No mention of replacing ****** boiler. Are they the same? Its latest bill reduced the cost by one thousand dollars to $11,500.00. 14. Below, I attach for you information annexes pertaining to my complaint. (My apologies, I do not know how to transform the annexes into attachments.) Ma** thanks for your assistance. *** ** *** and **** ************

  Business Response

  Date: 02/04/2025

  Dear *** ********,
  I am writing in response to the above-referenced complaint regarding services provided to Mr. *** ** *** at ** ****** **** **** ****** ********* **. Below is a detailed account of the timeline, actions, and resolutions undertaken by our company, along with responses to the specific concerns raised in the complaint.
  Timeline of Services Provided
  Initial Inquiry and Boiler Replacement:
  On October 14, 2024, our office received a call from *** *** inquiring about our ability to install ****-****** boilers. Our Customer Service Representative (CSR) confirmed that we will install ****-****** boilers and offered to send a Comfort Advisor to evaluate his needs and provide a quote. On October 15, 2024, our Comfort Advisor visited *** ***’s residence to assess the “No Heat” issue. After discussing replacement options and costs, *** *** signed and accepted the estimate for a new boiler installation. The new unit was installed on October 18, 2024.
  
  
  Air Handler Replacement:
  Following the boiler installation, it was discovered that the air handler for the second floor was not functioning due to a faulty fan motor. We provided *** *** with an estimate offering options for repair or replacement. He chose to replace the air handler and signed the estimate for approval. The air handler was replaced on October 22, 2024.
  
  
  Subsequent Service Visits:
  Over the next several weeks, *** *** contacted us regarding intermittent heating issues on the first floor. Each time, we promptly dispatched technicians to address the concerns and make necessary adjustments. During one visit, it was determined that the first-floor thermostat was malfunctioning. As a goodwill gesture, we replaced the thermostat at no additional cost to *** ***.
  
  
  Payment Dispute:
  When it came time for payment, *** *** expressed dissatisfaction, stating that we had not provided a technical diagnosis of the boiler before replacing it. However, as recorded in our initial call, *** *** specifically requested replacement of the boiler and did not request or express interest in a technical diagnosis.
  Subsequently, *** *** informed us via email that he had obtained lower quotes for the work after it was completed and offered a settlement of $15,000. This offer was declined, and we requested the full amount due. After no further response and the payment deadline passing, we placed a Mechanic’s Lien on the property.
  Emergency Call Regarding Hot Water:
  On December 7, 2024, *** *** contacted us to report a lack of hot water. This issue was unrelated to our previous work, as the indirect water heater had not been inspected or serviced during our installations. Despite the outstanding balance on *** ***’s account, we sent an emergency technician to diagnose the issue. It was determined that the circulator pump for the water heater had failed. To ensure *** *** had hot water, we replaced the circulator pump at no charge.
  At no time did our technician recommend limiting the thermostat setting to 68 degrees.
  Compliance and Documentation
  Licensing and Permits:
  All technicians involved in this project are properly licensed. Copies of their licenses, as well as our business and home improvement licenses, are enclosed.
  During our review of this case, we identified that the necessary permit was not filed before the work commenced due to the emergency nature of the “No Heat” situation. We have since corrected this oversight by filing all required permits with the Town of Westport. Copies of the permit are attached.
  Resolution Efforts
  We have made multiple attempts to address *** ***’s concerns and ensure his system operates as intended. All work was performed as per the signed and approved estimates provided to *** *** prior to commencement. It is our position that the charges billed are fair and reflect the agreed-upon scope of work.
  While we remain open to resolving this matter amicably, we cannot reduce the total amount owed for services rendered. *** *** reviewed, approved, and signed the estimates before work was completed. His refusal to pay appears to be based on obtaining competing quotes after the fact, which does not invalidate the contractual agreement.
  Please do not hesitate to contact me directly if you have a** further questions or require additional documentation. We are committed to resolving this matter in a professional and transparent manner.
  Best regards,
  Brian R***

  Customer Answer

  Date: 02/09/2025

  02/08/2025 From *** ** ***: ** ****** **** *** ***** ********* *********** *****
  This is my response to ASTACIA/****’s reply. Mr. R***, **** Manager, avoided responding to the major problems we encountered in the past 17 weeks since 6 October 2024. We, individual consumers, needs your protection against unprofessional services like ****.
  Despite what ASTACIO/**** claims that its technicians have or have not done since 6 October 2024, our heating system is still not working properly: The technician told me on 7 December 2024 that we must keep the temperature no higher than 68 or 69 degrees, or the water tank would break down. This indeed happened on 21 January 2025. The technician recommended that the Compa** should follow it up to find out why the boiler failed to call for heat. I called but **** has not responded. Meanwhile, the total charges were $19,750 and **** has placed lien on the property.
   Between 6 October 2024 and 21 January 2025 within a period of seventeen weeks, **** technicians have installed, replaced, but not repaired, a ****-****** ***** *** (gas/water/heat) boiler at $12,500 (allegedly included a 60% discount given to us by ** as it was still under warranty, see billing No.*********), a new air handler unit on the second floor “due to a faulty fan motor” at $11,500 , see billing No. *********, “a thermostat on the ground floor”, and “a circulator pump for the water heater” which, according to ** technical department “is controlled by the boiler” – indicating that the real issue came from the boiler, not the water tank.
  This list of services may give you the impression that our house at ** ****** **** **** *****, Westport was an old, depleted residence, and that the heating system needed renovation. The fact is that it was a brand new, expensive, well-built house when we bought it in 2012 for nearly $3 million. All facilities and equipment were brand new – including the highly efficient ** heating system which are, for example, still under warranty. Mt wife and I use the two bedrooms on the east side of the house, and our grandchildren and their parents use the three bedrooms and a seating room on the west side on weekends once a month.  
  During this seventeen-week period (i.e., 06/10/2024 -- 21/01/2025), I called for services on eight specific occasions because of “no heat”, each occasion following a previous service call. Please note that my 2024 written complaint covered only the period between 6 October and 7 December 2024. It did not include the service call on 21 January 2025 which I informed *** ********d of the Connecticut Consumer Protection on 22 January 2025. On that date, 21 January 2025, we raised the temperature to 72 degrees in anticipation of my daughter’s visit in the evening. But the boiler failed, and the water tank was not working either.   
  The following is a detailed sequence of events for your information and consideration:
  1. I contacted ASTACIO/**** on 6 October, a week before 14 October about “no heat” and asked if they could fix ****-****** Boiler. I know some companies do not want to handle ** boilers because they are too complex to handle.
  2. A week later, 14 October, Ms. Kate P*********** (salesperson, not from the service unit) came and tried to turn on the heat and then told me that the “monitor/sensor” on the second floor was not working and needed replacing. It was at that juncture that I told her that I smelled gas faintly in the basement last night when I tried to switch the boiler on. She looked at the boiler and suggested that the ** boiler needed replacement for it was too old, “17 year old”. ** confirmed that the boiler was only 12 years old and was still under warranty. ** was willing to replace the unit and gave a 60% discount, which I thought was a fair deal. I decided to replace it rather than repairing the boiler. I hurriedly left for ** for an important meeting.
  3. The salesperson did not mention again about the monitor/sensor on the second floor. We did not discuss the installation price. I thought that the installation cost could not be much since a boiler costs only $4,000 without the discount (Warehouse price). **** billed me later for $12,500 for replacing the boiler (supposedly having included the 60% discount from **.) The bill was for “AC” and there was no mention of ** boiler (see, **** estimate, No.********* or No. *********).
  Air Handler Replacement: (Replies from Mr. R***)
  Following the boiler installation, it was discovered that the air handler for the second floor was not functioning due to a faulty fan motor. We provided *** *** with an estimate offering options for repair or replacement. He chose to replace the air handler and signed the estimate for approval. The air handler was replaced on October 22, 2024.
  4. I called again for “no heat” on 21 October 2024, only a few days after the boiler was replaced. The weather turned suddenly cold, and my daughter’s family was with us. We proudly turned the temperature up to 72 degrees. But there was no response, and we had to call **** again.   
  I was in the city, and I spoke to the technician who told me on the phone that the air handlers were too old and needed to be replaced, and I had two choices: either replace the inside air handler (about $6,000) or both the inside and the outside handlers (presumably the outside one was to the air conditioners (about $12,000). Since it was already winter and I was short of funds, I chose the cheaper one, not knowing what an air handler is. He never mentioned the “faulty fan motor” or that the belt was broken.  I admit that I was entirely in their hands bearing in mind that our grandchildren were with us and we could not leave them in the cold. The important thing at that point was to have the heat asap. I was later charged $9,100 for the air handler; I have no idea whether the monitor/sensor or the belt was replaced.  
  5. Mr. R*** stated that:
   “Subsequent Service Visits:
  “Over the next several weeks, *** *** contacted us regarding intermittent heating issues on the first floor. Each time, we promptly dispatched technicians to address the concerns and make necessary adjustments. During one visit, it was determined that the first-floor thermostat was malfunctioning. As a goodwill gesture, we replaced the thermostat at no additional cost to *** ***.”
  Mr. R*** omitted to tell you that after replacing the boiler I had to make specific “no heat” calls to **** between 18 October 2024 and 21 January  2025 as I described above.  
  
  
  6. Here is what Mr. said about the emergency call on 7 December 2025:
  “Emergency Call Regarding Hot Water:
  “On December 7, 2024, *** *** contacted us to report a lack of hot water. This issue was unrelated to our previous work, as the indirect water heater had not been inspected or serviced during our installations. Despite the outstanding balance on *** ***’s account, we sent an emergency technician to diagnose the issue. It was determined that the circulator pump for the water heater had failed. To ensure *** *** had hot water, we replaced the circulator pump at no charge.
  At no time did our technician recommend limiting the thermostat setting to 68 degrees.”
  Roy S. Lee responses: Mr. R***’s statement is inaccurate. The basic issue since 6 October to 21 January 2025 and all my calls during the period has been about “no heat” or the boiler was not working. We are still waiting for **** to explain why whenever the thermostat was raised over 70 degrees on the second floor, the heat was stopped. Each time the thermostat of the other four bedrooms was raised, the boiler turned red and stopped. **** has not responded to this basic problem. We are left hanging in the air worrying what might happen next. This is not fair for ** and ** old people.    
  The technician who came on 7 December 2024 told me specifically “do not turn the thermostat higher than 68 or 69 degrees”. I asked him why. He said “the water tank may stop.”  When I pressed him further, he said angrily, “I am wasting my time trying to correct the mistakes some guys made. But there is a limit of what I can do.”      
  When it broke down again on 21 Jaanuary 2025, the technician told me “the boiler is not calling for heat.” “This is not the piping I would recommend.” The next day I took photos of the boiler and asked ** headquarters to give me their views. The response was said that the piping was not installed the way recommended by **.
  It is my impression that **** wanted to avoid the basic issue of whether the ** boiler was properly installed and connected with the water tank to produce the hot water.  
  I tried to locate ****’s office. All I got is a PO Box. During this whole period, I spoke only once to Mr. R***; communication was by email. Most calls were through answering services. Despite my repeated requests, no one from **** management has ever come to inspect the work done by the technicians.
  This basic issue has been whether the ** boiler was properly installed. The last two technicians who came to fix it told the installation needed to be checked. My requests have not been responded. It is not fair to us that **** let the problem lingers on. I am willing and ready to pay but the problem must be resolved.
  **** thanks for your assistance.
  
  Singed Roy S. Lee,  8 February 2025

  Business Response

  Date: 02/11/2025

  Good afternoon, 

  If *** *** is agreeable, we would like to send a senior foreman to the residence to evaluate the system and diagnose the continued issue.  We are able to do this at *** ***'s convenience.

  Please let me know if this is an acceptable course of action.

  Thank you,

  Brian R***

   

  Customer Answer

  Date: 02/11/2025

  Yes. I accept the offer that **** can send a senior person to evaluate the situation.

  Please call my cell: *** *** ****.

  **** thanks. BBB

  *** ** ***

• Initial Complaint

  Date:12/19/2024

  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.

  My boiler was serviced by Astacio Plumbing (9/30/24) - had the expansion tank and air vent replaced. while doing the work the tech noticed a small leak at the connection of the expansion tank and air scoop. He did not notify me of this issue and options to have the air scoop replaced at that time. Instead he applied plumbers putty to the connection and told me after the work was completed. He said to change the air scoop I would have to pay for the labor again. I called Astacio back on 10/3/24 when I noticed a small water drop at the connection.They sent a different tech ( Alex) on 10/10/24 to asses the issue. He removed the plumbers putty that the previous tech has installed where the water drop was coming out of. He gave me an estimate for replacement of air scoop ($1155.09). I asked if removing the putty was going to be a bigger problem and he said no. I asked if he could get a discount since this should have been fixed during the orig. repair and he said I already got a break on the initial work and that was the price. I said I could call the manager and see if he would approve a discount and he said "you can try". I have been calling the office for 2 months and speaking to service reps who leave messages for the plumbing managers but no one calls me back. I need to know -does this need immediate attention or can it wait until spring? I am seeking is for Astacio Plumbing to send a tech at no charge to replace the putty that the last tech removed and leave the system as they found it. I also have a 1 year warranty on parts and labor on original work. Will this warranty be voided if I get another company to repair my boiler? They are not answering any of my questions. Last comm. was from a cust. rep saying that the plumber said he gave me an estimate, on 11/18 the same day that they sent me an email saying the estimate from 10/10 was expired. I replied to email, called the office as instructed and asked for Luis 2 more times. my last call was 12/6. no response.

  Customer Answer

  Date: 01/27/2025

  No communication from Astacio Plumbing.  I just want the putty that the tech removed to be replaced since the company doesn’t seem willing to communicate. 

  Business Response

  Date: 02/13/2025

  Our Plumbing foreman reached out to the customer yesterday to get this resolved.  We gave the customer two different options.  One was to come back out and temporarily fix the minor leak and the other was to replace the scoop.  We also offered a discount for the replacement option.  The customer was appreciative that she had a better explanation and my Foreman left her with his direct email and cell for immediate contact.

   

  The customer was going to consider both options and let us know how she wanted to proceed.  Overall, we left the conversation with the customer in a good place but I would appreciate if you would reach out to her and confirm.

• Initial Complaint

  Date:12/16/2024

  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.

  An Astacio plumber came to my home at 11:25am December 12th 2024 to install a kitchen faucet, however when the main water supply valve was closed, the valve never reseated itself and while the flow of water was greatly reduced, it did not stop preventing any work to be performed. The plumber provided me with his recommended statement of work and only a verbal estimate for just under $1400 and while he said this estimate and a record of his service call and a receipt to be emailed to me, I never received any correspondence. On this past Friday December 13th 2024 I called your office and explained that I had not received the receipt or the estimate or any correspondence. While I signed authorizing the payment of $99 for the service call your technician was having trouble with the computer screen authorization for the $99 and I had to sign it 2-3 times, which struck me as being odd Since I have not received any written correspondence or any electronic correspondence for which I signed for including acknowledging the service call and authorizing the one time payment of $99; I formally cancel any promise for future work or any agreement either expressed or implied with Astascio and/or Astascio-Sila plumbing effective immediately.

  Business Response

  Date: 01/14/2025

  Our technician went out to this customer.    We have a $99 diagnostic fee.   This fee is credited towards any work that is accepted.

  We provided a quote for the following work:

  To replace the kitchen faucet with customer supplied. The unit main water valve and the isolation valves under kitchen sink also need to be replace. Notice must be given to the rest of the units for water shut down before shutting down the main water valve in unit 17. The job must be coordinated with the customer and the office with regard to water shut down. We will cut out and install a new 3/4 ball propress valve on the unit main water valve, install 2 new 1/2 straight propress isolation valves under the kitchen sink and replace the kitchen faucet with customer supplied. **no warranty on customer supplied faucet ** Diagnostic fee waved. *** if customer go forward with the project, we will credit the $99 diagnostic fee towards the project.***

  The customer declined this quote and  was only charged the $99 diagnostic fee.

  I will attach the invoice and the estimate and the job trail from Service titan.   

  Please let me know if you need anything else from me.

  Please feel free to contact me on my cell phone :  ###-###-####

• Initial Complaint

  Date:10/11/2023

  Type:Billing 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 called the business and got an appointment for some electrical work to be done. I asked for the fees and I was told the electrician will come and give the quote right then and there. I asked what is the hourly charge? I was told it is by the job. Next I had to call and cancel ahead of the scheduled appointment as I had to go to work. I called back following week to schedule again. Again I asked is there a cost for getting an estimate? What is the hourly charge. I was again told electrician will go and see the job and give you a quote. Finally when the electrician came he was looking at the things to be done. He said did the girls tell you my hourly rate? I answered in negative. He then mentioned these girls are great but they did not tell you the rate? As he was still looking at the patio connection s to be done I asked him if he needed me any more . He mentioned he will send the quote for each job separately and I can choose what I want first and what can wait. He did not let me know that he will charge me for giving me an estimate. I got the quote in a few days and I was trying to figure out which one to get done now and which job can wait. Then in a few days to my surprise I received a bill for giving me an estimate. If I was told there is almost $200 fees to give me an estimate- I would not have asked him to come at all. Before Astacio, I called camsan and they mentioned free estimate. I was trying to take 2 or 3 estimates and choose the one I thought reasonable. I think without telling rates/and or fees for estimate it is deceiving. Even if the girls did not know the rate, once the electrician was scheduled, he could have called to let me know his fees for giving an estimate/quote and or hourly rate. This is deceiving and in my knowledge cheating. I would be out $600 for 3 estimates before any work got done! Those who asked for fees for giving an estimate I politely thanked them and ended conversation.

  Business Response

  Date: 10/26/2023

  To Whom It May Concern,
  
  I concur with the client's feedback. Our practice is to be transparent with our pricing, and we indeed offer free estimates upon request. However, in some instances, we must carry out preliminary work to diagnose an issue before providing an estimate.
  
  While we do have a diagnostic fee, it isn't applicable in this specific situation.
  
  We are committed to ensuring that such misunderstandings don't recur. We will undertake an internal review and provide additional training to our customer service representatives. Additionally, we recognize the importance of discussing any billing matters with our clients before sending out an invoice.
  
  Please note that we have waived the fee in question for the client.
  
  We sincerely apologize for any inconvenience caused and are continually aiming to achieve complete customer satisfaction.

  Business Response

  Date: 10/26/2023

  To Whom It May Concern,
  
  I concur with the client's feedback. Our practice is to be transparent with our pricing, and we indeed offer free estimates upon request. However, in some instances, we must carry out preliminary work to diagnose an issue before providing an estimate.
  
  While we do have a diagnostic fee, it isn't applicable in this specific situation.
  
  We are committed to ensuring that such misunderstandings don't recur. We will undertake an internal review and provide additional training to our customer service representatives. Additionally, we recognize the importance of discussing any billing matters with our clients before sending out an invoice.
  
  Please note that we have waived the fee in question for the client.
  
  We sincerely apologize for any inconvenience caused and are continually aiming to achieve complete customer satisfaction.

• Initial Complaint

  Date:07/10/2023

  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.

  Astacio Plumbing provided service on 6/22/23. Service included providing and installing a complete water feed line, shutoff valve and misc. fitting for ice maker on my fridge. (1) Request was to replace PVC valve under kitchen sink. Agent performed other service and I deferred to his expertise to do what was needed. (2)Agent chose to change water feed line. I requested copper line. Agent only had different metal feed line with him that he said was just as good. (3) Since the service, the water through my refrigerators filter has had an unpleasant metallic taste. Not only is the taste unpleasant but I wonder if this may make the water harmful to my health. (4) Contacted Astacio by email and phone to get the situation corrected. Vendor said that would require another visit and additional charges. I requested to speak to a supervisor. Agent said one would phone but no one ever did. Only through request on this phone call did I receive the detailed bill by email on July 5. I had paid the bill on June 22 when the service was done. I don't think I should need to pay more to correct problem created by Astacio. I would like them to correct the water filter problem free of charge.

  Business Response

  Date: 07/26/2023

  Hello, 

   

  I had our Escalation manager contact the client and this is his brief statement:

  The customer called 7/5 and stated she was getting a bad taste from the water from the work we did.
  According to the customer she mentioned it to the tech and he said it would go away.
  She wanted us to stop by and replace a stainless-steel copper price at no charge.
  Also asked if we could resend the invoice.
  I resent the invoice.
  
  
  Steve spoke with customer.
  Luis went back out replaced pipe.
  Customer seemed satisfied, water tasted ok when left.
  
  
  I put in a call to customer today to follow up see if she is still having issues and 
  if she is no longer having issues will ask her to remove BBB complaint.
  
  

   

  Customer Answer

  Date: 07/26/2023

  
  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:03/24/2023

  Type:Billing 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.

  On March 1, 2023 - Astacio Plumbing came to my house to look at a leak in our master bathroom. The two men said they would conduct a series of tests for close to $400 and verbally told me they would waive the service fee of about $170, which I thought seemed fair. Much to my dismay when they left, I was charged the service fee and they continue to try to invoice me for the additional $400. I have tried getting a hold of their billing department, but have only had contact via voicemail where they said they will not waive the service fee. This is unprofessional and I never would have agreed to them running tests without their promise of the article fee being waived. I kept a voicemail from a secretary saying that these two plumbers are new so they “were misinformed.” I am writing as I want to be reimbursed for the service fee and then would be happy to pay the invoice for services rendered, which is what we verbally agreed upon. As a new mother of 4 kids, I feel as though they are trying to take advantage of the situation.

  Business Response

  Date: 04/12/2023

  Karen spoke to her on 3/2
  Customer stated techs verbally said they would waive the diagnostic fee.  
  Stated she was double charged and was going to call bank to cancel services.
  
  
  
  
  Phil left a message for the customer 3/3.
  I did state to her back on 3/3 after listening to recording,
  I stated we gave her different estimates.
  (I screwed up on the diagnostic piece on this as stated earlier)
  Asked her to call me back if any other questions.
  
  
  
  
  Bryan left message 3/13 general follow up call.
  
  
  
  
  Javier spoke to Meghan on 3/23.
  She claimed techs verbally stated would waive the diagnostic fee.
  Claimed she was happy to pay for services rendered.
  Stated nobody called her back. Told Javier she does not want to 
  be contacted by us anymore but wanted us to call back.
  Said Karen stated new guys sent to her house but should not have waived the fee.
  Karen never said this. Already billed for something she shouldn't be billed for. 
  Felt like she was taken advantage of. Should not have been charged diagnostic after techs told her she was not.  
  
  
  3/24 Phil left another message for Meghan at 3:06.
  I let her know she would be responsible after speaking to Plumber/Mike she would be responsible for invoice.
  Had planned to send her a follow up email.
  
  Plumber stated the card was denied.  Second card given to Brian, that card also failed.
  She was feeding her baby. She said she would transfer the funds and get it paid.
  (This is in the actual invoice).
  Ran both shower valves in master bathroom and got no drip. Filled up pan and diagnosed that pan is ok. However there is grout missing inside and outside of shower. The shower door does not close fully allowing water is make its way thru and outside onto the tile floor. Over time it leaks. I recommend to fix broken tiles and shower door. The pan is fine but can get damaged during demo and should also be changed.
  
  Ran jacuzzi is master and tested drain. Waste and over flow is leaking. Could access it if I cut a hole in master bedroom.
  
  
  Card said do not honor after she gave a new one and failed. I had to leave as she had to feed her new born and transfer funds to cover today's visit.
  
  
  
  
  
  3/24 Customer called back spoke to Maria. 3:30
  I was on the phone when she called.
  Stated she was going to report us to the BBB.
  Disconnect-He said/she said.
  Said to call husband going forward did not want contact from us phone/email  ************
  Complaint appeared a few minutes later.
  
  
  
  
  
  Called and left message for husband 3/24
                                                             3/28
                                                             3/31
                                                             3/31
                                                             4/10
  
  

  Customer Answer

  Date: 04/12/2023

  
  Complaint: ********
  
  I am rejecting this response because it’s the principal of the matter. We are disputing $180 when they misspoke and said they would not charge me the diagnostic fee.

  My husband and I are not responding to their calls because we reached out to the BBB (you) to handle the matter. We are happy to pay for services rendered but what they charged us should be deducted from the total. We will not pay for the final invoice unless they deduct the diagnostic fee. Seems extremely unreasonable on their end. 

  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/28/2023

  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.

  Hello thank you for contacting me back in regards to an on-going issue with my furnace, which was installed and purchased from your company. I won't begin with the numerous calls made to Astacio in 2022 and 2021 concerning this furnace. I will start with the most recent issue. On 9/14/22 I took advantage of your advertised special to have a boiler tune - up. On 11/21/22 I had my hot water heater inspected. I took advantage of both these specials because of the numerous problems that I have had with my boiler. By the way as I am typing this it is occurring to me that the hot water heater that is attached to the furnace should have been inspected at the same time the boiler was. Not two separate visits. Getting back to the issue at hand after the inspection and "tune-up" of the boiler and hot water heater I woke up to no hot water or heat on Jan 17, 2023. Your service technicians came out "tightened some screws", contacted the maker of the boiler, and indicated to me that he would be looking into warranty replacement of the boiler. He contacted the manufacturer in my presence. Came back the next week to take pictures and I haven't heard from him since. You indicated to me the last time we talked that I wasn't charged for that visit please check your records,. I was charged and paid over 150,00. The bottom line is that I am tired of playing games with your company, it's as simple as that. I feel taken advantage of by your company because I am * ***** ******. I am also contacting the Better Business Bureau and whom ever else I need to resolve this issue.

  Business Response

  Date: 03/30/2023

  Stewart, this was handled directly with the client