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Complaint Details
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Initial Complaint
03/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They worked on my aquastat. It says this on their invoice 99167980 line 3. They say they warrant all parts and labor for 1 year but the aquastat is broken and they refuse to fix it. They insist that my oil company fix it. Papalia broke it and Papalia should fix it. The work is fully paid. The invoice is attached.Initial Complaint
03/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Service on Tuesday March 8 Papalia sent the plumber to fix the heating in my house. He entered my house around ****pm. About 20 min later he showed me the "Pilot ************************ Igniter" from my furnace and said this needed replacing. He said that in addition to the sixty nine dollars for coming to the house that I would pay sixty seven and forty nine cents to replace the part. I told him to go ahead. Around 158pm he said he was finished and said it was company policy to take payment before leaving. I gave him my credit card. He gave me a signature pad. I was surprised there was no indication of what he was charging me, but he had told me it would be sixty nine dollars plus sixty seven and forty nine cents and I took his word at that.Later that evening I saw an email from Papalia with the invoice #******** indicating that I had been charged $69.00 plus $670.49. I assumed this was a mistake, that the plumber had accidentally hit a 0 on his electronic pad before hitting the decimal point. I emailed Papalia that night. The sales manager responded in the morning that the charge was correct. I called her to dispute it. She basically said tough luck. I told her that I could buy the part online for $70. She said the charge was for the convenience of having the part in their truck. I asked for an itemization of the $670.49. She refused saying it was against company policy. She then had the plumber call me and tell me I was wrong. The President of the company then sent me a curious email saying that miscommunications happen. I responded to him Friday evening March 11. I expect his response to be the same as his sales manager and his plumber.Companies should avoid miscommunication by providing written prices and they could even go the extra step and have the customer sign that they agree to the price before the work. Instead, providing only verbal prices and then not showing the customer what is being charged is a suspicious and deceptive practice.Customer response
03/24/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************
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Contact Information
Business hours
Today,7:00 AM - 7:00 PM
MMonday | 7:00 AM - 7:00 PM |
---|---|
TTuesday | 7:00 AM - 7:00 PM |
WWednesday | 7:00 AM - 7:00 PM |
ThThursday | 7:00 AM - 7:00 PM |
FFriday | 7:00 AM - 7:00 PM |
SaSaturday | 7:00 AM - 7:00 PM |
SuSunday | 7:00 AM - 7:00 PM |
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.