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Average experience - Review by Guest | Russo Bros. & Co.

Russo Bros. & Co.

Average experience 1/21/2019

I contacted Russo since I was having an issue with my heat. I had an morning appointment and they did not arrive to 2pm. I was told when I called to check on the plumber that due to the below zero weather their plumbers are moving at a slower pace than expected. I was annoyed and asked if they could give me a discount since they missed my appointment window. The person on the phone said she would have to check with a manager. After being on hold for over 5 minutes she came back with an attitude. I did not appreciate her tone and therefore gave them "1 star". The plumber fixed the problem pretty quickly -- it was a bad thermocoupling and got me up and running. I felt the price was fair. more
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Owner response
Owner response 1/22/2019
Thank you for your feedback. We take customer feedback very seriously. Russo Bros. & Co has been in business for over 65 years and 100% customer satisfaction is our goal. We apologize that your experience was less than satisfactory. With the extreme cold weather, many clients were without heat, which pushed back some appointment windows. As a courtesy for the delay, our customer service representative was able to waive the diagnostic fee. We are glad to learn that our technician provided efficient service. We hope that you will give us another chance to provide the service you deserve.
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