PAPCO HEATING & COOLING

DO NOT USE THIS COMPANY. My story is below, but I have since discovered that I had been paying way above market price for my oil and they took advantage of higher oil prices last spring to pump my tank full of oil?.yes at the higher rate. They don?t take responsibility for their relationship issues with their sub-contracts. Due to sub-standard care of my furnace, I am now looking at having to replace a system earlier than expected. I had been a faithful customer of PAPCO for over 15 years, who has provided my heating oil, and maintenance and repair of my oil furnace and A/C unit. They had great response times, good sub-contractors. They switched sub-contractors for repair and we weren?t impressed, but trusted PAPCO. It all went down from there. Last winter our furnace would not stay on, so we called for the system to be repaired. PAPCO sub-contracts the maintenance and repair. The vendor they had sent attempted to repair the system, but within a short period of time, the same problem returned. This time a new vendor came to look at our system. The technician informed us that the system appeared to not have been cleaned for a couple years and was the reason for our problem and the excessive fuel oil usage I had noticed. PAPCO admitted to me on the phone they were trying to replace the old sub-contractor due to several issues. After talking to PAPCO and explaining what this new tech had told me, they still sent a bill for the repair, which I paid. They did offer a small credit. In August they came to inspect and clean the A/C unit for its annual inspection. A few hours after the tech left, the system stopped working. The Tech determined it was a broken part and told my husband they needed to talk to PAPCO about approving the repair. The part was delivered to the tech, who installed and that seemed to resolve the issue. During that visit the tech presented my husband with a piece of paper indicating the cleaning visit and need to repair/replace one of two parts. No pricing was indicated on the sheet or discussed with my husband, so he presumed it was a warranty repair and there would be no charge and signed the document authorizing the work to be done. The sub-contract also presented document with his logo indicating the same information with $0.00 on the line. Our system was upgraded when we added on to the house, and PAPCO was provided all warranty information, so again it reinforced our conclusion that this was a warranty repair. A couple weeks later we received a bill from PAPCO for almost $600 indicating the part and repair. I have tried with several phone calls and emails to discuss this with them and all they are willing to do is offer a little off through a small credit and coupons on future invoices. They claimed it was discussed with my husband and he signed a document with the price. The discussion supposedly took place between my husband, the tech and another person from the sub-contractor?s company. The only other person that came to our house that day dropped off the part and talked about personal topics, then left. During one of our first phone conversations, they admitted there was a communication error between them and their sub-contractor as to who was to get with us on price. During another call, this story changed. I have asked several times for PAPCO to produce a copy of the document my husband signed, what part was replaced, price for the part and price for the labor. They never produced the part and threatened collections, even when the bill was not due for another 20 days. They turned down my request to speak to a manager two times, stating they are too busy to get back with me. Finally a manager called me and offered a small discount. All along I received the generic 'blow off' responses, which they fed to the new girl in the office to relay to me. I have since switched to a new vendor and will NEVER return to PAPCO. Even if they become the only supplier of oil in my area, I will freeze until I can pay for a new (non-oil) system. PAPCO has lost a 15 year customer, who paid on-time, bought extra services and the future sale of a new furnace in the future.