Response from Papalia Home Services
It is our goal to treat every customer with excellent service and give fair pricing. Our dispatchers are trained in asking the right questions to maximize efficiency but we may have failed in this case if the owner told us he wanted the burner serviced but I believe it was a basic "no heat call". Papalia P&H is a Buderus service rep. When it comes to oil boilers there can be confusion because most plumbing and heating companies do not service oil burners, but everything else pertaining to the boiler: controls, circulators, and other mechanical components. A certified oil burner technician would be the right service company to call on for any failed oil burner or if it is due for annual service. The customer called in October of 2014 and there was a charge for $143. The technician found the heating system not operating but no error codes. We called Buderus tech support to verify there was no error codes and it was confirmed, there was no error codes. We did not have to re-set the burner which would have meant the burner failed. We only had to adjust a setting with the Buderus control. The burner fired up and we have heard of no further problems with this unit until now - 8 months later. I am always willing to talk to a customer if they feel they have not been treated fairly. I would appreciate that the homeowner call me if I am missing the mark on this situation. Sincerely, Jim Papalia, President