Keystone Oil Products Corp

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The service is very good and they are reasonably priced.  They are an organized company, by that I mean, rather than a one guy shop. I believe they charge me $75 an hour.  They respond quickly and you don't have to call them back to redo the same job.

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I am so glad I went with them. They installed the furnace I have now. It only took them a day to remove and replace the new one. The quality of their work is excellent. I never have to check their work. Their prices are competative. I will continue to use them.

They're very responsive, prompt, thorough, and I'm always pleased with their service.

The maintenance contract is $200 a year. They are available 24 hours a day. Generally, they are fairly responsive. They installed the furnace for us around 5 years ago. They are generally very good. I have never had any real problem with them.

The trouble really started on 10/21, when two different technicians visited our home.

The first one to come by, and quot;Mike,and quot; (who refused to provide an initial for his last name, employee identifier, or any other identifying information - so I hope there's only one Mike who works as a service technician there) came when I was the only one here, and my fiancee (who had been there during the 9/23 service call) was unavailable. As soon as Mike walked down into the basement, he stated that the furnace would need replaced and that he wasn't willing to turn it on under any conditions, due to liability, because it could cause the house to burn down. What?! He informed me that when they came out on 9/23, the furnace was and quot;underwater,and quot; and I let him know that wasn't possible, as the furnace was serviced that day and had been turned on (by the technician), running without problems. Mike again let me know that he would not turn it on, no matter what, and should be replaced, even though the previous technician from his own company said that the furnace was fine. When it became obvious that Mike wasn't listening to anything I said, I escorted him out of the house.

I spoke to and quot;Deband quot; in the service department at Keystone Oil, who also told me that on 9/23, the furnace was underwater, and we were advised to have it cleaned and serviced, but that we had never called back to have either done. When I inquired as to what work the technician had done on 9/23, she stated and quot;none.and quot;

When my fiancee was again available, we conference called Deb, with my fiancee taking the lead on the conversation while I listened. When he confronted her with the exact information of the service that had taken place, and the money we had paid Keystone Oil on 9/23, she was somehow able to find the real receipt, and acknowledged that yes, they had performed the replacement of parts. She told my fiancee that Mike had gone out to his van to get a flashlight (something he already had in his hand) and that I had not let him back in the house, for unknown reasons. At this point I spoke up, reminding her that we had spoken earlier - when she told me that no work had been done on 9/23, and I told her that I had asked Mike to leave because he refused to turn the furnace on, defeating the purpose of knowing if it worked or not. She became very short, dropped that story quickly, and stated that they would send a (different) service technician out to the house.

Later that evening, we again got the and quot;20 minute warningand quot; call, and a different technician showed up at the house while both my fiancee and I were home. I was present, but figured I'd let my fiancee handle this one, since it hadn't worked out so well earlier with Mike [no initial]. The second technician came in and went downstairs, glanced at the furnace, and stated that he didn't feel comfortable turning on the furnace. He stated that he had been in the office when some of the phone calls were going on, so he already knew what all this was about. When he was told that the original technician on 9/23 had the furnace running he said that he couldn't speak for that technician, but the company's policy is that any forced-air furnace involved in river flooding is to be replaced. When my fiancee explained that, had we been told this on 9/23, we would have been eligible for FEMA assistance, but that the window for that kind of assistance is now closed, the technician became increasingly hostile. He stated that he was the professional, and my fiancee was not to question his advice, as the technician crossed his arms and took a wide stance. My fiancee again stated that the original technician had it running (and working). The technician then bent down and looked at the furnace. My fiancee suggested turning the power to the furnace on, and did, and the technician stated that the problem was the burner motor. He stated that he could replace the part, which commonly went bad after flooding, but that he still was officially stating that the furnace was unhealthy and unsafe to use. When my fiancee asked for clarification about why he would pay for a repair when he was being told it was unsafe to use the furnace, the technician got on the phone with his boss. He told his boss that we were asking for a free burner motor without cost (untrue). When my fiancee told him that was not true, the technician replied and quot;Shut up, I'm on the phone with my boss.and quot; When my fiancee asked to speak to his boss, the technician replied that was fine, but not on his work phone - to call on a personal phone. When my fiancee asked for clarification as to why the furnace was unsafe, the technician became increasingly irate, responding about black mold and its 6-8 month incubation period. At this point, I asked him to lower his voice, since he was becoming very loud in an enclosed space. He ignored the first request, so I interrupted him with a slightly louder request. He then stated that he would not be yelled at, grabbed his equipment, stomped up the basement stairs, proceeded through the house unescorted, and slammed the door behind him. As he was leaving, we requested his name, he paused, and said and quot;No, I don't think so.and quot;

My fiancee called his supervisor, and quot;Rich,and quot; who identified the second service technician as and quot;Dave.and quot; Rich stated that Dave's behavior was unacceptable, and agreed to send out Dave's immediate supervisor, and quot;Stanand quot; on Monday to hopefully solve this problem or provide better clarification about the issues involved. In the meantime, we have also called another company in the area for an opinion on the furnace.

Keystone Oil has created a significant dilemma in having told us, on 9/23, that the furnace was safe to continue operating. At that time, if it was NOT safe, we could have applied for FEMA assistance due to the natural disaster. Now, after three weeks of it having been turned completely off, they are stating categorically that it is unsafe and unhealthy simply because it was in a flood (not because of anything we did) - yet the time period to file a claim easily has expired.

The work was performed on the scheduled day and well within the scheduled amount of time. It was done well, and the only evidence that workers were present was the freshly painted, sturdy new tank and my furnace being in a more efficient location. I have used this company for at least five years for routine furnace maintenance and purchasing my fuel oil. I will definitely stay with them. Another factor in their favor is that they support a favorite cause of mine, namely Susquehanna Service Dogs.