I am very disappointed in this company. Their motto is that the service is the difference, and I hope that is the case when I find other companies to be honest, responsive, and tell me that I will be billed for work before they complete it. I would encourage anyone thinking of using this company to not do so and those who are in contracts to watch them carefully to avoid over billing. I used the Havertown office, but I'm sure they share the same customer service center and ideology.
I purchased their gold plan of protection and service, which came with an annual inspection and was supposed to cover more parts and service. I was led to believe by their salesperson Bill that this was a good idea based on the age of my heater and the shoddy repair work done on it previously.
I wasn’t able to get my annual service inspection until early spring, after the majority of the winter heating season, due to their lack of personnel. The person doing the inspection mentioned some repairs that were needed. He specifically stated that I shouldn’t put any money into the heater as it would need to be replaced soon. I said that I had the gold plan, which may cover some of the repairs. He said my smoke pipe replacement would be covered.
I received several calls from the service center pressuring me to get an appointment to do this work, as it is their slow season. It was suggested that I didn’t need to be home when this was done. As it was covered under my service plan and presumably free to me, I allowed the work to be done while I wasn’t home.
I was subsequently billed over $200 for the work. I’ve made repeated phone calls to the service, billing, and sales representatives. They blamed me for believing someone who had no authority to make such promises (i.e. the service personnel). Even, though he was under the employ of their company, apparently he had no knowledge of what would be covered. My sales representative Bill offered to look into it several times and always vowed to give me a call back. I’ve never received a return call. I was encouraged to cancel my contract by the billing department, which I did.