CONSUMER CORNER: Do It Right & Avoid Frostbite!

Provided by the Bucks County Department of Consumer Protection:

Autumn is upon us and temperatures are falling fast. Most of us have already had to turn on the heater whether it’s natural gas, oil, propane, or electric now is the time to find a reputable registered HVAC contractor to call, just in case you need emergency service on your heating unit or to call proactively for some preventative regular maintenance prior to turning the system on to make sure it operates at peak efficiency this season. Consumer’s experiencing a breakdown of their heating system can easily rush into hiring a disreputable contractor and end up being scammed by disreputable companies or excessive charges.

The staff of Bucks County Consumer Protection encourage consumers to search for a reputable registered service company and follow the tips below to avoid high-pressure sales tactics and unneeded or costly repairs.

When the heating unit goes out, consumers are desperate to get it repaired as quickly as possible and may not properly vet the contractor checking reviews and making sure they hold a registration to operate as a contractor in the state. Even when you’re in a hurry consumer’s need to do their research and know their rights to avoid running into issues with a heater repair company. Consumers can call or e-mail Consumer Protection for assistance vetting a contractor, 215-348-6060 or via e-mail at: ConsumerProtection@BucksCounty.org

The following tips may help you locate a reputable heater repair contractor:

· Take some time to check a few basic things before calling for service. Is the electrical breaker tripped or a main shutoff switch turned off? Is your thermostat operating or may just need new batteries? Are the filters on your unit dirty or blocked and need to be cleaned or replaced? If it’s minor, you might be able to fix it yourself. When calling, and before committing to hiring a contractor, always ask if there is a dispatch/diagnostic/service fee and the cost involved.

· Check Warranty Coverage: If your heater or boiler is newer it might still be under the manufacturer’s warranty. Be sure to check your owner’s manual or warranty to avoid unnecessarily paying for repairs that might be covered if you contact the manufacturer first.

· Do not be an easy target. Ask to see a contractor’s state registration certificate containing their contractor number (ex. PA123456). This registration can be validated as active by calling the Office of Attorney General at (717)772-2425 or if you have internet access by checking it on the PA AG’s contractor search website: https://hicsearch.attorneygeneral.gov/ or emailing: hic@attorneygeneral.gov

· You can also get help to research contractors by contacting the Bucks County Consumer Protection Department to see if the office has any complaints on record against a particular company. You may do this via email consumerprotection@buckscounty.org or by calling the number below.

· Online Reviews: Start by “googling” a business to check reviews. For example, search a business name and location “ABC HVAC Doylestown, PA”. The results will include any review websites with a profile for the company searched. Read through other consumer’s reviews posted on various reputable review websites. Give more weight to a company with many good reviews over a multi-year period. Sort by lowest rating to see if there’s a pattern of any issues or complaints other consumers may have experienced.

· Obtain Multiple Bids for Expensive Repairs: Try to solicit at least two or three bids on more costly repairs or replacement of units. If you need a new unit, find out the proper size unit to heat your home and the energy efficiency rating. The more efficient units typically cost more so make sure you’re comparing similar units when quoting through different companies. Some may quote a cheaper less efficient unit which may cost you more in the long run than a more efficient unit.

· Get all estimates in writing: Prior to any sale, obtain a written contract of the equipment and services the company is selling and review it thoroughly before signing or providing a deposit. Do not sign anything that you don’t agree to or that feels “wrong” to you. Trust your instincts and don’t hesitate to call Consumer Protection if you need help.

· Know Your Rights: Be wary if a contractor uses a sense of urgency in their selling methods. Some dishonest contractors may use high-pressure sales tactics to recommend repairs or full system replacements that are not actually needed. The cost of a second opinion is much cheaper than potentially unnecessarily replacing the unit.

For additional consumer protection tips and brochures, including the “Hiring a Home Improvement Contractor” booklet, visit the Bucks County Consumer Protection website at www.BucksCounty.gov/CP and click on the “Consumer Tips” page. If you believe you have been the victim of an HVAC contractor scam or any other type of contractor fraud, please contact the Bucks County Consumer Protection office at 215-348-6060.

Oil Heat

If you have an oil heating system in your home, you may consider signing up for a boiler service contract through your regular oil delivery company. Many advertisements for such services may arrive in your mailbox this time of year. However, you should be careful to know what is and is not covered by requesting a full copy of the terms and conditions for these service contract plans and read the fine print before committing to the cost of the contract. You also have many options in signing up for a heating oil purchase agreement with one of the many oil suppliers throughout Bucks County.

When researching and considering signing or “agreeing” to a contract with a Home Heating Oil Company keep the following in mind:

It is important that you understand all the terms of the contract. Ask the company to mail or email a sample of their paper contract in advance of agreeing to or signing with the company. This will give you time to read the fine print. Notate any fine print that you have questions about and ask for answers in writing.

If the company states that they are recording the conversation, when you call to inquire about contracting with them, be careful, because if you verbally agree, over the phone, this will be considered a verbal contract which is acceptable under Pennsylvania law.

Many contracts for this type of service have “automatic renewal” written into the fine print. Be sure that if it is an “automatic renewal” contract that you understand the renewal terms, pricing, and/or when the contract expires.

Make a notation or set up a reminder of when your contract starts and when it ends. Most contracts have a “terms and conditions” section that includes a financial penalty for canceling a contract.

An important part of your contract to focus on is the wording outlining what happens if you use less fuel than you prepaid for. Some companies offer a pre-pay program that will lock the consumer in at a certain price for the entire year, however if the price of oil drops you will still pay the higher price you contracted for.

Available Contract Options:

The Cap Protection Program– A cap protection is usually a two- or three-hundred-dollar upfront fee that guarantees the agreed upon price and if the price of oil drops so will your cost. If the price increases, the cap guarantees that the price will not exceed what you agreed upon for price per gallon.

The Budget Program-allows you to pay monthly, for a term of twelve months, at a set price per gallon.

Automatic Delivery (@market price) – a one-year term to have deliveries made automatically and billed at the market price for that day.

Cash On Delivery (COD) from any company that you choose. There is usually a minimum delivery amount required with this option. The price you pay will be the market price.

We encourage every consumer to ask questions before agreeing to anything. Make no commitment until you know the costs and penalties and understand the terms fully.

Oil Delivery Day!

What can you do to protect yourself in this to ensure you are getting what you paid for.

Make sure that you look for a current (within a one-year time frame) sticker/seal from your county or state Weights and Measures Department placed on the back of the oil truck. This assures you that their meters have been tested for measurement accuracy. If you are not at home when the delivery is made, you can and should ask the company when their truck was last inspected by the Bucks County Weights and Measures Department.

Once delivery is complete you should receive a printed or emailed meter ticket from the driver with the following information on it.

The company’s name and address, the date & time of delivery, Purchaser’s name & address, product identification, the driver’s signature and/or employee number, company truck #, price per gallon, volume in terms of gallons, to the nearest 1/10 of a gallon, a printed non-repetitive serial number, The statement “volume adjusted to 60 degrees F” if automatic temperature compensation is used.

Home heating oil companies doing business in Pennsylvania must follow strict regulations as set forth by the National Institute of Standards and Technology.

Monthly Fraud Alerts brought to you by Bucks County Crimes Against Older Adults Task Force 24-hour hotline: 1-800-490-8505, Bucks County District Attorney’s Office: 215-348-6344, A Woman’s Place (AWP): 1-800-220-8116, Bucks County Area Agency on Aging: 267-880-5700, Bucks County Office of Consumer Protection: 215-348-6060, Bucks County Coroner’s Office: 215-348-3852, Bucks County Register of Wills: 215-348-6265, Network of Victim Assistance (NOVA): 1-800-675-6900, and U.S. Dept. of Health and Human Services/OIG: 1-800-447-8477.

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