Crisafulli Bros. Plumbing & Heating Contractors

David G.

NEVER BUY FROM LENNOX OR CRISAFULLI BROTHERS

Yelp has room for about half of my four page timeline of warranty issues, cover ups, ""training opportunities,"" communication issues and poor customer service on the part of Lennox and their local sales reps. Based on my experience with them, their lack of follow through, lack of an appropriate response to our situation, their inability to say ""we're sorry"" or ""how we can make this right,"" I will never buy from either of them again or recommend them. On their website, they ""guarantee outstanding customer service,"" their actual practice of dealing with customers couldn't be farther from the truth.

8/15/20 COVERUP #1: WITHHOLDING INFO THAT EXPERTS SHOULD KNOW ABOUT. Salesperson will give you a proposal for a new AC system but never once mention you will need protection from rodents because rodent damage is not covered by the warranty.

8/15/20: TRAINING OPPORTUNITY #1 DISHONESTY AND UNETHICAL BEHAVIOR
A year later, the salesperson said on the phone (8/20/21) that yes, it would be a good idea going forward to mention this in their sales pitch and; their head technician, after saying how great interdepartmental communication was and how they don't work in a silo, contradicted him on the phone (8/24/21) saying that it was never their responsibility! Really?
What about doing the right thing?
Why is it ok to withhold information that would benefit the customer?

8/15/20 HUSTLE #1: LACK OF OVERSIGHT AND COMMUNICATION. Cost Proposal will include a ""Quality Audit"" that was never performed and for which there is no description of what it is, who does it, or proof that it was done.

8/15/20 HUSTLE #2: WITHHOLDING REQUESTED INFO.The cost proposal was not done as a line item - just one lump sum so that buyer does not know what they are paying for.

8/18/20 COVERUP #2: WITHHOLDING WARRANTY INFORMATION Salesperson offered to complete warranty registration paperwork but never provided us with the warranty until a year later, and only after numerous emails (4?) and phone calls (2) to mfg and dealer.

8/13/21- TRAINING OPPORTUNITY #2 LINE STAFF DOES NOT HAVE ACCESS TO NECESSARY WARRANTY INFO, NOR DO THEY KNOW HOW TO GET IT.
When I called Crisbro to request information, Briann in billing first said the warranty registration is still open! I said how can that possibly be when Cyle said he would do the paperwork?
She said she would transfer me to the warranty dept but actually transferred me to her own voicemail instead and the line went dead.
She called me back to say she would email me the registration info which is also the warranty info. I said no, they are two different things and she said she didn't know the difference.
So, she put me on hold and said she would check with installation dept.
She returned to say that she will send me a copy of the invoice and registration info and email Cyle directly and ask him to contact me right away.
I said that I had received those but still don't have written legal warranty document. I forwarded my ""Dustin email"" asking for the warranty info to Cyle (since Dustin never answered it) and asked him to call me.

8/13/21 CS TRAINING OPPORTUNITY#1 UNFRIENDLY CUSTOMER SERVICE. 4:30 P.M. After 35"" hold i am talking with Javier at lennox who asked for model and sn's and then said the company should have sent me the registration info. He had to put me on hold to find the documentation for these units. He explained that he had to put in a request to have these docs emailed to me. When I explained that the dealer did not provide any of these for 10 months and that I wasn't happy, I asked for comment. Crickets. ""They should have given that to you."" When I said lennox and dealers were like the wall of blue that police have, sticking up for one another, again crickets. He was not personable or helpful. Very robotic.

RECEIVED REGISTRATION INFO 10 MONTHS LATE FROM BRIENNE, CYLE, (8/16) AND LENNOX. THIS PROVES THEY DON'T COMMUNICATE.

INACCURATE INVOICING: Invoice # 112084 (received 10 months late on 8/13) only has two indoor evaporator units, should be three.

INABILITY TO DISCERN DIFFERENCE BETWEEN REAL WARRANTY AND A DESCRIPTION OF IT, STRONGLY SUGGESTING THAT THEY WILLFULLY KEPT IT HIDDEN FOR NEFARIOUS PURPOSES. Cyle sent this ""warranty"" on 8/16.

AVOID RESPONSIBILITY PURPOSEFULLY. Sean Miller inspected wiring system on 10/5 because we called about an error code. No mention of mice then or what to do about them should we get them. Later when we tried complained about mice being their responsibility, they claimed that annual inspection was the way to deal with that.

THEY DON'T CARRY SPARE PARTS FOR WHAT THEY SELL AND CAN'T GET THEM FOR TWO MONTHS (SINCE JULY 24) AND COUNTING ...48 DAYS AS OF TODAY, 9/11)

LENNOX ""CUSTOMER SERVICE"" DEPT IGNORED MY EMAIL APPEAL FOUR TIMES AND STILL HAVE NOT RESPONDED TO LEGITIMATE QUESTIONS ABOUT THE LACK OF QUALITY SERVICE.
For the rest of the facts, feel free to contact me.

Thomas M.

My boiler was unsafe to use. After calling multiple companies they were 1 of the only companies to call me back. Wasn't a cheap fix having the whole boiler replaced but decided to go with them. The got me on the schedule a lot sooner than originally thought seeing as I was in a no heat situation and had a young child at home. The office was very nice and attentive. The salesman was on time to look at the boiler and on the day of install they were on time and got the job done fast and without any surprises. I would recommend them to anyone that needs help. The work was clean and neat they cleaned up after themselves and left nothing behind. Outside of a new boiler in my basement you would never know they had been there. The team was nice and very respectful.

Shain J.

They initially told me it is $89 for coming and checking everything. Then they added $146 for checking the issue. Finally, they added another $230. Giving me a total bill for nearly $500 and to tell me that that there is a leak from the tiles and it needs to be grouted. They spend less than 1/2 hour and gave me a bill for $500. Please stay away from this company. This claim to be a family company but in reality they are crooks that try to steal your hard earned money. I had two other plumbers come to take a look at the issue and told me the Crisafulli Bro's just ripped you off. I hope no one else will have to go through this.

Steph R.

We encountered a bit of a unique situation over the weekend in our new home. Long story short, some small mammals moved into our water heater vent/chimney before we came to occupy the house and tragically did not manage to escape when we began to use the hot water. As it relates to this service provider and this review, this situation resulted in a completely blocked vent due to their home building in the chimney and the need for an entirely new hot water heater.

I called Crisafulli Bros. on Monday morning and was very pleased with the representative I spoke with on the phone. I felt that she understood and empathized with my situation and got me scheduled for 8:00 a.m. the next morning. It's worth noting that I called another well-known HVAC company first who said they couldn't help me for two months! So I was very grateful for Crisafulli being able to take me so quickly.

The technician called me 30 minutes before arriving to say he was on his way and arrived on time. I even received a text 15 minutes before the appointment with his name, photo, and a little info about him, which I thought was a nice touch.

Our technician, David S., was incredibly professional, polite, and easy to talk to. He explained everything to us in great detail and seemed very knowledgeable.

Ultimately the job took him about 6 hours to complete (replacement of hot water heater/clearing our vents of debris/replacing a few corroded valves and vent piping) and he gave us a full tour of his work when he was finished. Everything looks to be in great shape and we are very grateful to David and Crisafulli Bros. for helping us restore hot water to our house very quickly in an urgent situation. I would definitely call them again for any heating/plumbing needs we may encounter in the future.

Crystal J.

Can't imagine the service is any good, I had to call multiple times before someone even got back to me. They were extremely short and rude. After they finally told me depending on my problem they couldn't get someone to me for over a month.... They then told me they couldn't even help with my issue.

Proceed with your own risk and low expectations for service from the people on the phone. I can't speak for how the actual people servicing are.

David S.

Spent $89 for the technician to come out to look at and fix a gas fired water heater that had a pilot light issue. Took him 5 minutes to find the overheat switch was tripped. Said ""It happens"" and charged me another $75 for ""service"". Total $180 with tax.

Two hours after he left, my wife went to use the hot water, and scalded both her hands. Technician left temp control switch at highest setting. Thank God my kids didnt try it first!

Three hours after that, the ""It happens"" switch tripped again, and no hot water. When I called to complain, the manager offerred to do another service call to quote me on replacing the switch. Which, BTW, is only $10 on Amazon. But they never offerred to change the switch the first time. Why, so they could get another service charge out of me?

Stay away from these fraudsters. Only want your money, do no work. Except they took 15 minutes to point out all the other items in my basement that needed ""service"".

I have reported them to the BBB. Do your research, and choose someone else. You have been warned.

Susan D.

Update since I reviewed. So I was changing out a pool heater. Same exact heater. They came and quoted me 650.00. I was blown away and asked them to please leave. Not before I had to pay 95.00 to ""assess"" the work. I waited for my own HVAC company. It took 1 hour for them to switch it out and my bill arrived today. 150.00 plus tax. Tell me CB IS NOT PRICE GOUGING.

David Y.

Called this morning about my sump pump not working properly and was told the first appointment they had was in over two weeks. Living in an area of Colonie where my sump pump runs all the time, was not happy with the answer. Will be looking for another company to take care of my needs and anyone else thinking about using Crisafulli should think again.

Michelle M.

The first guy screwed up, and overcharged me but the manager came out and fixed it! Finally a reputable company who I would recommend!!! Thank you!

Molly A.

If I could give this company 0 stars I would. We wanted to merge our hot water heater and furnace into one unit. We had a sales person come in and make sure that it could be done. He grabbed the model and serial number and confirmed that the merge could be done. We signed a contract with the company and two employees came in to perform the service as agreed upon. After being in the house for 3 HOURS and ripping out our water heater, the employees said that the merge could not be done because the furnace was not the correct furnace and the job could not be done. We were given the following three options: buy a new hot water heater, buy a new furnace, or buy a supplemental part ($5000) to ""fix"" the problem. We spoke to management and they would not cover a new hot water heater and would only cover half of the cost of the new unit. We didn't have a choice but to purchase a new hot water heater. The ironic part is WE DIDN'T NEED A NEW HOT WATER HEATER TO BEGIN WITH UNTIL THEY RIPPED OUT OUR PERFECTLY FUNCTIONING UNIT. The company is not reputable and doesn't take responsibility for anything they do wrong. I would NEVER recommend this company to ANYBODY!