Cota & Cota

Lisa C.

Edit:

The owner reached out to me soon and directed me to a manger based out of the Ludlow office. I spoke with the manager who responded to my concerns outlined below. I've decided to remain with Cota & Cota at this time. Up until a few weeks ago my experience - both with the office and technicians - had been good, so I'm willing to give them another shot.

First review:
After 10 years of having Cota & Cota as my oil/propane provider, I cancelled my account with them and will be taking my business elsewhere. I had a maddeningly, frustrating call with one of their service desk staff (who I will not publicly name) who interrupted, spoke over me, and mansplained. When I called this gentleman out for his behavior, he 'let' me speak. When I finished speaking, he then said ""Can I talk now?""

To the leadership of Cota, I strongly urge you to have your staff complete customer service training. Or maybe remind them on the do's/don'ts of speaking with customers. Here, I'll help:
1. Don't interrupt
2. Actively listen with empathy
3. Don't mansplain
4. It bears repeating: Don't interrupt

Amanda k.

I am a mother and I feel because I get heating assistance they are rude and put me off. I never had a problem before when first dealing with them. Now it seems every time I need them they don't want to get here in a timely manner which is bs when there is a baby in the house!! woke up to no heat this morning and they cant seem to get here within 30 min of openeing when i live 10 min from them!

Lucy E.

Cota & Cota is our oil delivery company, I have only great things to say about the experience. We have an annual contract with them and today was a true emergency with the raptured pipe, with temperature outside measured in single digits. Wayne, who was a technician on call, was at our house on Sunday evening within an hour! Also gave us a tone of valuable information. Thank you so much!

David L.

We have used Cota & Cota for oil deliveries and heating system service for almost 12 years. We have never had less than great support. Recently, we had them put in air conditioning, which, despite the times we live in, went well and when we had a problem actually related to equipment installed before we bought the house, they were responsive and fixed the problem within the warranty for their installation. Highly recommended.

Kristen K.

*DO NOT UNDER ANY CIRCUMSTANCES TRUST THIS COMPANY.* They entered my house without permission and fraudulently billed me over $400 for an emergency after-hours service call that I NEVER REQUESTED. Reader, there was no emergency and they never even had the courtesy to call to check if there was or to request permission to ENTER MY HOME, at night, without my knowledge. This is absolute insanity - my house is in a quiet wooded area and the thought that I could have been there alone and men just showed up at my door at night, uninvited and unannounced, is frankly terrifying.

I've been a customer for 10 years for my vacation home in Jamaica, but Cota & Cota has now completely betrayed my trust. Having stored my door lock code in their files after a prior (legitimate) service visit, they just let themselves in, did god knows what (again, THERE WAS NO EMERGENCY), and then sent me a $400+ bill. That is completely unacceptable, a grievous betrayal of trust and, by the way, illegal.

Cota & Cota's excuse for why they did this isn't any better either - after being an auto-delivery propane customer for about 10 years, without any notice to me, Cota switched my account to COD, meaning I'd have to call them to request delivery. I had no idea, SINCE THEY DIDN'T INFORM ME OF THIS ILLEGAL CHANGE TO MY ACCOUNT (yes, that's illegal under VT law too), and then they didn't make a propane delivery to my house for 11 months. Well according to Cota, they just spontaneously realized one day that they hadn't made a delivery in a while and probably should have, so they decided that my tank must be empty, our heat must be off, and it was February so my pipes could freeze! They realized that would be 100% their fault, since they had illegally switched my account from auto-delivery to COD, but instead of calling to CHECK if there was a problem with the heat, they ran right over to my house at night, illegally entered my home and then billed me for an ""emergency"" after hours ""call"" that I NEVER REQUESTED OR AUTHORIZED. I wasn't there at the time (thank god), but I have a webcam in the house which shows a digital reading of the internal temperature in the house and could easily have let them know if there was a problem (there wasn't).

Mind you, I only got this version of the story after about 6 calls to Cota to sort out the billing issue for the ""emergency after-hours call"". I was blatantly lied to by three different people before being transferred to Jason Terry, the manager, who then told me the ""truth"" (which I highly doubt is actually the truth).

I won't even get into the very shady delivery of propane that they subsequently made, in which they had struck out the metered price on the delivery ticket and manually increased it by over 50 cents per gallon, but that certainly looks very suspicious to me too and we have reason to believe that the number of gallons billed were not actually delivered.

Consider yourself warned, especially if you are an owner of a vacation home in their service area. We have to trust local service people when we can't be there, but Cota & Cota has proven that they do not deserve that trust and should be avoided.

Jay G.

Consistently great service. Had an urgent call and they responded quickly. Shane does an awesome job - was out for a service call last year as well. Thanks.

Dorrie M.

best local oil company, great emergency customer service, had tenants at my home in andover that had no heat or hot water, called and a tech was there within a 1/2 hour, well after normal business hours-seems one of the children of the tenants had turned off the oil burner switch by accident. Quick fix to a minor problem but thankful that the tenants did not have to freeze all night!!! also had an outstanding balance for my last oil delivery and they came anyway!!!!! thanks for caring about your customers!!!!