Russo Bros & Co

Called them for diagnostic check when A/C wasn’t working, tech mislead me into a $2k non refundable fix that didn’t work. Rather than pay for a temp fix on an old system, used them to completely replace. System doesn't work 3 months later. Had to hire a new company to fix their work.

Great. I got a confirmation call the day before telling us the plumber's name and the estimated window time that he will arrive to our house. The plumber arrives within the promised window time and he confirmed the scope of the work, after completing the repair the basement sink drained fast and was no longer clogged.

Always a professional experience with no unnecessary upselling. Consistently so for the last 15 years. That's hard to accomplish.

I've worked with 2 people from this company and both were extremely professional and competent. The dehumidifier was leaking an invisible drip somewhere from my pipe, and caused lots of water damage as it trailed into the next room, hiding under furniture. By the time we noticed it the problem was huge. I called Russo Bros and they came out the very next morning. Service guy 1 found that the pipe was clogged and he blew it out and put it back together. He waited to make sure problem was solved and went on his way. He was very professional. I noticed a few hours later that there seemed to be condensation on the pipe and I was worried it would create another issue. I called back and they brought in someone first thing next day. Service guy 2, a very determined HVAC specialist who was intent on fixing the problem for good worked with me. Of course at no charge! We found that replacing the angled pipe and lining it with insulation has fixed the issue. The community needs to give these poor guys a break. I was surprised by the F reviews because I think once one person grades an F review, everyone follows suit, and it hinders the companies ability to gain trust with the public. Some of these F's are extreme and really a B or C would make more sense. My experience with Russo Brothers has been nothing short of exemplary, because they want to keep their customers happy. When people grade straight to an F, it's a bit extreme and in my dealings with this company, there is no way this makes sense. I feel bad for them, because they have to work 10x harder than companies who only have A ratings, because people tend to follow suit and give those companies a break, while being extra **** ** companies where there are F ratings.

The tech was very professional and found the leaking from the ice maker water tube, but just to locate the source cost me $317 (including the site visit fee $99, which cannot go to the service), to get a new tube and install it will cost another $427. I'm not sure this is reasonably priced.

Came out to my house for heating issue a bit over a month ago when first got cold, changed $150 diagnostic charge. Technician said it "looked ok" but he had to leave before he could check the temperature and it was very warm that day, and while leaving he said if it is not OK call and they would come back and would obviously not charge the $150 diagnostic charge again. (who even charges a fee like this in 2018?) It's now really cold and we are using the full house heat (it's thanksgiving weekend and have visitors) and the heat absolutely isn't working in an area we don't often use as I had specified when they first came out. I called Russo Bros to come out and take a look, and they insist on charging another $150 diagnostic charge, and will not even ask the technician to corroborate my situation. They claim, "it's over a month anything can happen". Really terrible customer service. Obviously don't have a high guarantee standard. I've spent thousands with them, and I never argue or complain about amounts I could negotiate. I've used them because I just want a no hassle, easy schedule, high quality of service and I am willing to pay. I even told them if this visit is a new issue, unrelated, and I don't get it fixed, I'd be happy to pay the $150 diagnostic charge, but all I got was a very unpleasant tone and repeating "it is not our policy". Frustrating especially knowing I need work done; it is their second visit for this, I find it particularly not cool. Russo Bros seem to spend a lot of advertising and on-hold phone messages saying how customer-centric they are, and yet they try to cheat a long-term customer out of another diagnostic charge. I suggest they spend less on advertisement and allocate funds to customer service. Just answering the phone "it's a great day at Russo Bros" doesn't make for great service. Listening to a customer and providing great service is great service. I'd stay clear of these guys. I'll write an update after they visit if I have them come out.

I found Russo on Angie based on overall ratings. I called and scheduled for same day visit. I got a fast response from the receptionist and courtesy email before the technician show up. Jeff - the technician came and did a walk through. I show him what the issue was. The issue was water leaking under the kitchen sink. He replaced the sink strainer. The whole job took about an hour to finish. Jeff is a kind person and professional technician. He pointed out what caused the leak and explained patiently to me. He even advised me to check on the water softener for potential issue down the road.

Very professional job but so much more expensive than any other plumber I spoke to after the fact

On 12/15 my step mom, 75 years old and widowed called Russo Bros because her heat wasn't working upstairs. The service man showed up and attempted to sell her a new boiler for $12,000.00. I was actually on the phone with the guy while he was diagnosing it. He tried to sell her a new chimney liner and new electric as well. Little did he know that PSE&G told us over the summer that all it needed was an inlet valve and minor leak repair. The repair guy told her that the system was dangerous and shut it off. He left her with no heat in freezing conditions, said his boss told him not to work on it. He charged a $160.00 service call and left her in the house with "NO HEAT". In a panic as I was not close enough to help I made her go to Home Depot and buy a bunch a space heaters. She called PSE&G for and emergency repair at 12 the next day because she has the Worry Free contract. Oddly enough the next door neighbor stopped by and was made aware of this. He phoned his friend who is a retired plumber. The man showed up within 15 minutes, blead the air out of the system and refilled the water level. He said that all that wrong with it is a small water inlet valve that cost lets than 25 bucks. The system is now working 100%. PSE&G is scheduled to repair the valve. THE ONLY REASON SHE CALLED RUSSO WAS DUE TO A HOT WATER HEATER EMERGENCY SHE HAD OVER THE SUMMER WHILE HER HUSBAND WAS DYING OF PANCREATIC CANCER IN THE HOUSE. THEY SHOWED UP AND HAMMERED HER $2300.00 FOR A 40 GALLON HAT WATER HEATER REPLACEMENT. Thats double the going rate. BEWARE OF THIS COMPANY!!!!!!!!!!!!

They did what they were supposed to do when they were supposed to do. They workers were wonderful. They company has been around for a really long time and there is a reason why.

They were the best. The price was fair. They were very responsive. I would absolutely use them again. It was the best company I ever hired. Everything was really good, I can't find anything bad with them. The workers were excellent and it took them two days to finish the job. They cleaned up everything very well.

I have been using Russo Brothers for years and they have never let me down.

Punctual and professional; high confidence level for troubleshooting. Overall top grades (Excellent) everywhere; a tad pricey for the time and work -- but gave a "Good" there).

It's fine. I wasn't home. I was on the phone with them and I think they were pretty good. I wasn't here to watch them but they fixed it and since then, I didn't have an issue. I'm not gonna use them again. I think they're overpriced. They said they were gonna be there and they were there. They were not that bad.

They are excellent. They are on the high end but they are very reliable. So if you have the money, it’s okay. My insurance covered most of it, not all of it. I was happy to use them. They are very honest and they put the prices up front and they did not have any surprises ever. They are a very straight forward company.

Everything went well. Much more quickly than I thought. I liked the fact that the price is given up front and the technician suggested a plastic pipe in the future rather than copper. Something to think about. He also gave an estimate to install that kind of pipe. The only thing I always object to with Russo is that they automatically charge $50 for a "site visit". I always feel that if you call them to do a specific task, like change the pipe, there should be no "site visit" charge. If they are called out to look at something and no actual work is performed then I understand the "site visit" charge. It always seems like an underhanded way to bill you a little bit more. Think about for every single visit a technician makes, an extra $50 is added on. I assume that comes out to a lot of money at the end of the day for Russo Bros.

They showed up the next day one time, preceeded with a phone call to let me know they were coming. They laid down cloth to keep dirt off the floor. They were very courteous and profession. They answered all my questions and the installation went smoothly. Everything works great. I would definitely call them back for future plumbing needs.

I initially spoke to one of the owners who suggested I purchased a more expensive kitchen faucet and was told the Wolverine Brass was an excellent faucet. I explained I was happy with the Moen brand I previously had, but he explained that the quality of the Wolverine Brass was the best. They installed the Wolverine Brass and I was unhappy with it from day one. The faucet constantly dripped and when I turned it on, the water came out in 3 streams. I called the Russo Bros. and they replaced the sprayer head, but I continued to have the same problems. They again came out and replaced the entire faucet, but I continued to have the same problems with the faucet. I eventually spoke with Eddy the service manager and he agreed to replace the Wolverine Brass faucet with the one I wanted from the beginning - the Moen. The Moen is a cheaper faucet, but operated the way a faucet should operate. There were no dripping issues, etc. at all. I was very pleased Russo Bros. worked with me and they were very happy to try to replace the faucet several times. I purchased the original faucet in March of 2014 and it took until November of 2014 to get the faucet that worked. Of course, there was no refund on the difference in faucet cost but I now have a faucet that works! I was pleased with the service I received.

It went very well. The toilet is a special corner toilet and the handle broke. The toilet would be hard to replace. They were able to replace the guts and it works very well now. The filter was a last minute add on to the service. I did not remember to tell them when I called. The plumber had a filter on the truck so was able to change it at the same time. He was very nice and cleaned up after he was done.

Very quick and professional. Too expensive for me, though.

All good. Plumber showed up within 1 hour of appointed time, he was courteous, neat, efficient and competent. Price was very reasonable.

Customer service is outstanding. I like their punctuality and cleanliness. They put on little booties when they come in. They really clean up after themselves. The workmen are extremely affable and extremely nice. Their availability is wonderful. With regard to their prices, we definitely pay for them, but I think it falls into the worth it category. I would absolutely use them again in the future.

When the faucet was installed to replace a broken one a few years ago I thought it was way over priced at about $700 but they did say it had a lifetime guarantee so when the hose part started leaking on New Years day I gave Russo Bros a call. I did get through to a live person (I believe it was their answering service) and explained the problem and that it was not an emergency but couldn't use the sink until it was repaired. I got a call back within a couple of hours (on New Years Day still) and they said a tech would come by the next day. The technician Ben came as scheduled, was polite and professional, and they did honor the lifetime guarantee replacing both the leaking hose and the faucet head (to improve pressure as the other had a lot of scale from the water). I appreciate both their prompt response and the fact that they repaired/replaced the faucet with no strings attached.

Anthony was right on time and very helpful. He explained everything like a professor! We weren't sure if the price was fair, but he was there and had the necessary parts in his truck so we decided to go ahead with it. He replaced the basket in the sink with a metal one, replacing the stupid plastic one that was leaking. And a metal pipe. Very thorough and careful. Now that we've met him we would definitely have him repair the next thing that goes wrong in our house.

A Repairman (RM hereafter) went with me to the basement to view my furnace (circulaing hot water version) and asked when last serviced. I told him and quot;neverand quot; and ,as I was the first owner of this house, that was in 32 years. I went back upstairs and after a visit to his truck he went downstairs. After turning up the thermostat, to start the furnace on, In about 20 +/- minutes he came up and quot;all finishedand quot; and and quot; every thing was OKand quot; with the furnace. As Russo offered 2 packages of service with about.a $50 difference, the lower one to inspect but not repair and the higher one for inspection and repair I took the higher to avoid two separate service calls. SM had no rpairs and actually no advice to me about continuiing care except the pitch for their service contract. I thought that aspect of service high since no repair was invoved. why not offer an inspection service and say that repairs would be additioanl?. The faucet charge speaks for itself. With the SM there already and no parts invoved it think it should have been a straight time charge and if it's $66 for 1/3 of an hour it is excessive. aNot quite finished ... I received a and quot;how did it goand quot; call from RBC. Told caller i was not entirly happy with the furnace inspection primaily because of the lack of communication from SM. Certainly after 32 years there must have been some advice he could give me. And also that the plumbing charge was too high. He hadn't seen the billing but would get back to me which he did without specificly admiting that the charge was too high (there's a place for him on Obama staff) he said he would and quot;send me some couponsand quot;. One did arrive for $20 off next service charge. From the tone of our discussion that person should have realized hiring RSB again was not in the books. So if they really wanted.to make amends a partial refund was in order. Having run my own business for 30 years i know that is how I would hve handled it. But that is not necessarily caller's call.