ComplaintsforAl Marino, Inc.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My gas furnace stopped working and I call Al Marino to come look at it since they have done work for me in the past. The technician showed up and diagnosed the problem as a bad Draft Inducer Motor. I told them on the phone what was wrong with the furnace and gave them the make and serial number of by furnace, but the technician brought no parts with him. He informed me he had to drive back to Charleston to get the part and had to see if anyone was available to open the store to get said part. I was informed the part would cost 1,206.40 and the service fee would be 132.00 and tax was 9.24 for a total of 1,347.64. A preliminary search online stated a replacement part would run anywhere between 200.00 to 700.00. After the technician replaced the part I needed, I then had the exact part number of the part my unit needed and after looking for a price online, I discovered the part only cost about 200.00. I called around local businesses and discovered I could walk in and buy the exact part at ****** ************* for 212.91. I called the owner to complain about the 1,206.40 cost listed on my 'Contractor Agreement' sheet and he refused to breakdown that 1,206.40 amount stating I paid a premium cost for after hours call out and having to 'open' the building to get a part. At no time did anyone state I was paying around 1,000 more than I could have if I waited till Monday. I ended up having another code on the furnace after the technician left and had to wait until Tuesday to use the furnace anyhow. The only statement ever made was that I would have to pay a 'premium' for having my unit serviced. No reasonable person would expect 1,000 as a premium. There is no price breakdown on this bill except the 3 amounts given above. part with tax, service fee and tax. Nothing about 'premium fee amount' or 'opening the building to get said part(s)'. There is no way I would have agreed to pay 1,206.40 for a part that cost 212.91. Probably 10 minutes to change the part.

  Business response

  01/06/2023

  At the time the original request for service was received from the consumer, the terms and conditions were explained to the consumer by the service manager. The terms and conditions included but were not limited to the following: limited availability of parts due to the vendor closings, the critical service requested by the consumer at increased cost to the consumer, the upfront price for the service would be quoted upfront for the consumer to approve or decline, and payment was required at the time service is provided. The consumer accepted the terms and conditions, and the service was scheduled. The consumer received an upfront price from the technician on site for the services per all the terms and conditions that were presented by the service manager and additional terms and conditions presented by the service technician at the time of service. This included the cost of a call out fee to get the part from the vendor, or the consumer could wait until the following week. The consumer was advised the "furnace may have other problems". The consumer approved for the work to be done. After the work was completed, the consumer had another issue with the furnace, requested a re-attend and the technician returned to address the issue. The technician presented other service options for the consumer. 

  The consumer recently spoke to the service manager and the terms and conditions of the work were again explained to the consumer. As per the original agreement the consumer was advised other work may be needed on the furnace. The consumer was advised that the repair amount of the previous service would be applied to one of the options if the consumer accepted that work.  

  The service manager has left phone messages with the consumer to return the service managers call to further discuss the consumer's concern. 

  Customer response

  01/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The reason provided by the vendor does not account for anything in my statement.  I was given a price upfront yes, but nothing in that price breaks down how much the part cost and how much I paid to open the business up to get the part.  I told the vendor what part was needed before they came and the technician showed up empty handed.  At no time was I ever informed I was being charged additional money to open the show up and get a part. If I was ever told just how much of that over $1,200 was not the cost of the actual part, I would have said hell no. Nobody is willingly going to pay an extra $1,000 for a part. After I had the actual part number needed to replace my defective part, I called ****** ************* and found the exact part for $212.91. I was grossly over charged and the vendor keeps referring to me being quoted. There is a paper quote which attached in the initial complaint and nothing leads anyone to believe the part didn’t cost over $1,200. The vendor still refuses to discuss how much the part actually cost and to state how much of that extra amount is what fees. There is no mention of a refund in their reply which I feel I am more than justified to receive. I have been grossly over charged.

   
  Regards,
  
  ***** *******

  Business response

  02/06/2023

  The customer has been explained and is not taking into account that the invoice for the work performed incldes the cost of labor for weekend service, call out fees for weekend servie, cost of part, overhead, profit, and taxes.
  
  The customer was offered a credit for the work performed toward the cost of a new system provided by the business if accepted within one year of the service work being performed.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/22/22, I contacted the Al Marino company for an issue with a clogged sewer system. They arrived at my property on 5/23/22 and quoted me for $816 to use a snake and unclog my drain. After spending hours, they were unable to do so. They then told me that the only way they could fix it, was to place a “sewer clean out” in my yard, and attempted to charge me an additional $5,100, which I denied. The technicians then would not leave the issue alone until I applied for financing, ignoring my constant denial of wanting this done. Once I still denied the instal, they still charged me the $816 and left me with a clogged drain. This company advertises a “100% guarantee” if they don’t fix it the first time, they will come back for free. Well, they are only willing to come back if I pay more than $600 on top of the $816 I already paid. The company left with $816, and all I was left with was a clogged drain, and sewage in my basement. The company refuses to obey their policy on “100% guarantee” and cost me hundreds of dollars with no result. Management was contacted, and the only thing they could say is “sometimes you have that with plumbing” and refusing to assist without additional compensation.

  Business response

  05/31/2022

  IT APPEARS THE CUSTOMER HAS A SANITARY SEWER WHICH IS IMPACTED BY NON-FLOW-ABLE AND NON-FLUSH-ABLE HOUSEHOLD PRODUCTS. IT ALSO APPEARS THE IMPACTED SANITARY SEWER LINE IS BEYOND THE CUSTOMER'S  PROPERTY LINE. AL MARINO INC. PRELIMINARILY  DETERMINED THIS BY THE POWER CABLE SERVICE PROVIDED TO THE CUSTOMER. THE CUSTOMER WAS ADVISED OF UNFORESEEN CONDITIONS AND POSSIBLE SOLUTIONS. IT WAS RECOMMENDED THE ********* ******** ***** BE CONTACTED. THIS WAS FOR THE ******** ***** TO INSPECT THE CONDITION OF THE ********* ******** SEWER AND INQUIRE IF POSSIBLY SERVICE COULD BE PROVIDED FOR THE CUSTOMER'S LINE BY THE ******** ***** SINCE IT APPEARED THE IMPACTED LINE WAS BEYOND THE CUSTOMER'S PROPERTY LINE. THE ******** ***** WAS CONTACTED AND AT SOME TIME THE ******** ***** CONFIRMED THE ******** ***** MAIN LINE WAS FLOWING PROPERLY. AT SOME TIME THE CUSTOMER WAS ADVISED BY THE ******** ***** THAT FOR THE ******** ***** TO POSSIBLY SERVICE THE CUSTOMER'S SANITARY SEWER THERE NEEDED TO BE CLEAN OUTS INSTALLED IN THE CUSTOMER'S EXTERIOR SANITARY SEWER.
  
  AL MARINO, INC. PROVIDED A COST OPTION FOR THE EXTERIOR CLEAN OUTS, CAMERA INSPECTION, AND JETTING SERVICE. AL MARINO, INC. ALSO PROVIDED A  FINANCING OPTION WITH APPROVED CREDIT. 

  PER THE CUSTOMER'S AGREEMENT WITH AL MARINO. INC,THERE IS A PROVISION FOR UNFORESEEN CONDITIONS AND ALSO FOR REASONABLE SATISFACTION. 

  ON SEVERAL OCCASIONS AL MARINO, INC. HAS REACHED OUT TO THE CUSTOMER AND LEFT VOICE MAILS FOR THE CUSTOMER. WE WISH TO DISCUSS OPTIONS AND REASONABLE SATISFACTION WITH THE CUSTOMER. AT THIS TIME WE HAVE NOT HEARD FROM THE CUSTOMER. 

  Customer response

  06/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  

  The only responsible satisfaction is a full refund for not completing the job. If the business wants to discuss anything else I have no interest. I only want a refund and to never use this company again. If they are willing to refund for the job being incomplete, please call me at ************* 
  
  Regards,
   Zachary Foster

  Business response

  07/01/2022

  As stated previously we have attempted to contact the consumer to discuss the customers reasonable satisfaction. We will again attempt to contact the consumer.  

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