A Rhode Island customer paid for furnace service that never came
A closed contractor left one homeowner without a promised maintenance visit or a refund. Service businesses can reduce confusion by making payment, coverage and closure plans clear to customers.
A Rhode Island homeowner paid to renew his furnace maintenance plan, then learned the company had closed before his scheduled service. The case is a reminder for service businesses that customers need clear updates when a company cannot deliver work it has already sold.
According to WJAR, Terrence Gasbarro mailed his annual payment to Continental Engineering on Sept. 2. The company cashed his check six days later, and his furnace appointment was set for Oct. 5.
When the technician did not arrive, Gasbarro said he texted the company and got no answer. He then checked the company website and found a farewell letter from its president.
The Johnston, Rhode Island, company’s name was still on its building, and vans were parked behind it, but the door was locked when WJAR visited. The report said the company had closed, leaving customers unsure whether their service plans would be honored.
A closure can leave customers unsure
Company President Richard DiRocco Jr. told WJAR that economic conditions, falling sales and the loss of funding after his father’s death contributed to the closure. He said the company could not continue operating.
When asked about customers with outstanding service or payments, DiRocco first said he would review specific accounts. After the station provided Gasbarro’s information, he said the company could not issue refunds because it could not make payroll in its final weeks.
Gasbarro told the station he hoped his experience would warn other homeowners who might believe their maintenance plans still covered them. He filed a complaint with the Rhode Island Attorney General’s Office, according to WJAR.
The report said Gasbarro could also take the matter to Small Claims Court, though there is no guarantee the company’s president would appear. State data showed DiRocco still had an active contractor’s license associated with Continental Engineering, set to expire at the end of the month.
Make promises easy to check
For a service business, a maintenance plan is a promise about future work, not just a sale. Customers need to know what is covered, when a visit is due, and whom to contact if the schedule changes.
A business facing cash or staffing trouble should not leave customers to discover the problem on their own. A direct message can explain which appointments are affected, whether the company can still do the work, and what happens to prepaid service.
This week, owners can review every active plan and list the next promised visit for each customer. They can also make sure the business has a working contact channel, prepare a plain-language notice for any missed or delayed appointment, and check that plan terms explain what happens if service cannot be completed.
- List upcoming visits tied to active maintenance plans and confirm the schedule with customers.
- Check that phone, text and email contacts are monitored, with someone assigned to reply.
- Write a short customer notice that explains delays, cancellations and any available next steps.
- Review plan terms for clear language about prepaid work, refunds and service the company cannot complete.