FAQS

Do you warranty your repairs and replacement parts?

Yes, all service is guaranteed 100% or Russo Bros. & Co. will redo the repair for free. The warranty on newly installed equipment varies according to the equipment and the manufacturer. Extended warranties are also offered on select equipment. Call our office or ask your technician for more information.

What should I do if I smell gas?

Open your windows, leave your house and call your local fire/emergency number.

My water heater is leaking. How do I turn off the water to it?

A shut off valve should be located at the top of the water heater. If not, shut off the main water supply to the house.

My pipes make a “knocking” sound. Can this be repaired?

Knocking pipes can be repaired under most circumstances. A Russo Bros. & Co. technician can ascertain what is causing the pipe to knock and make a recommendation on how to properly repair the situation.

Why can’t you quote me a repair price over the phone?

Several years ago, Russo Bros. & Co. moved from a time and material basis of pricing jobs to a straight forward pricing system. This new method of pricing has been well received since each technician works at a different pace and there are no extra charges at the end of the job. Our industry has been moving in this direction for some time and we subscribe to a national pricing system that has done extensive research on the plumbing service industry. This also allows us to inform our clients of their total costs before any work is performed.

How long does it take for you to call me back after I leave a message on your machine?

You will never reach an answering machine when you call Russo Bros. & Co. We have a fully staffed call center that will answer your call 24 hours a day, 365 days a year.

What if I need to go out during my appointment window? Will you call me before you come?

Upon dispatch our call center will contact you on either your cell or home phone. In the event that you need us to customize a timeframe for your appointment to minimize any personal scheduling conflicts, our call center will be only too happy to accommodate any reasonable request.

Can I schedule an appointment on a Saturday?

Saturday appointments are available on a limited basis and fill up fast. If this is the only time that works for you, we suggest that you call as far in advance as possible since these appointments book early. We do request a credit card number to be held on file to hold all Saturday appointments.

Can you perform the work and then send me a bill?

In order to remain competitive in today’s business environment, and provide you with outstanding service, it is necessary to collect payment at the time services are performed. To provide payment flexibility, we accept all major credit cards (Master Card, Visa, American Express and Discover), checks or cash.

For large-scale projects, financing is available with approved credit. Please contact our office for additional information.

My pipes are frozen what should I do?

Never try to thaw a pipe with an open flame or torch. Russo Bros. & Co. has specialized equipment for the sole purpose of thawing frozen pipes. Frozen pipe calls receive special priority and are handled before any other non-emergency service call

What should I do if a pipe bursts?

Homeowners should know where the main shut off to their water supply is located. In the event a pipe bursts, we recommend you turn off the closest shut off valve or your main water shut off valve until a professional can arrive. For your convenience, Russo Bros. & Co. technicians will label your main valve and instruct you how it works as a preventive measure.

How do I know if I have hard water and if I do, why should I install a water softener?

Russo Bros. & Co. technicians can perform a simple water test to determine the hardness of your home’s water and if so, recommend the proper softener for your home.

Hard water contains excessive levels of the minerals calcium and magnesium, a condition found in 85% of the United States. Hard water shortens the life of household plumbing and water-using appliances, makes cleaning and laundering tasks more difficult and gradually decreases the efficiency of water heaters.

I keep running out of hot water, should I install a larger water heater?

There are as many types of water heaters available as there are reasons why you may be running out of hot water. Before installing a larger heater, let a Russo Bros. & Co. technician analyze your water usage and inform you of the options available.