Parrish Services, Inc

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I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Nice people and friendly profession mannerBut, I have to keep calling them back to re-fix the same no start problem with my whole house generator

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Complaint: ***
I am rejecting this response because:
I have maintenance contracts for HVACParrish is not in conformity with other companies and It is my personal opinion their practice is unfair
Regards,
*** ***

Parrish service man was a gentleman,tidy, personable, knowledgeable, efficient and portrayed confidenceWe were pleased with the work done and would not hesitate Him & Parrish services J***s EA*** MD

Parrish Services did an excellent job installing our new gas water heater They came out and gave us excellent options in either fixing our existing almost year gas water heater or replacing itWe chose to replace it and we are so glad we did Initial service call was made on time and the followup installation was made the next day Service technician was very professional and quality of installation was top notch We noticed a substantial improvement in the amount and temperature of the hot water coming out of all of our faucets and also the water pressure after the water heater was installedI recommend Parrish whole-heartedly and will now also use them to service our HVAC system

From: Mike B*** Date: Fri, Jan 29, at 10:AMSubject: RE: *** *** 2nd Rebuttal (***)To: *** *** We did find that *** *** was continuing to pay on his automatic payment for his HVAC contract for additional months after we agreed to cancel itParrish Services refunded today $that he has overpaid The amount of $is for a dryer breaker that ** *** received and agreed to have replaced and was additional to any other work being done at the homeThis breaker was installed by our service techs and was under no warranty from any previous service call or installation and will not be refunded to ** ***. Michael B*** | Divisional ManagerParrish Services, Inc| Always there for you!For 24xservice, please call or visit us on the web

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Complaint: ***
I am rejecting this response because Parrish Services has not issued a full refund: I paid $on August 14th and as of today December 19th I have only received credit for $207.91. The first credit of $issued on August 19th and the second for $issued on August 25th, leaving a credit due of $154.91. I also continue to be charged $monthly for a "service contract" that needs to be canceled and refunded totaling $48.00. For this complaint to be resolved I need to be refunded $154.91 plus $for the "Service Contract" with no further charges going forward. In summary, after I receive a credit for $and receive no further bills from Parrish Services this complaint will be resolved
Regards,
*** ***

Thank you for bringing this concern to my attention
When Parrish Services sends skilled tradesmen (not salesmen) to perform estimates, we do charge a fee, and we offer a no-risk guaranteeSpecifically:
we charge $for the visit;
if the homeowners opts to use our services, we refund
100% of the fee;
if the homeowner has another licensed contractor perform the service and sends us the proof of payment, we refund 110% of the fee
In this case, a visit by an electrician was requiredWhile the layman homeworker may believe there was "no expertise needed," preparing a quotation involved, at a minimum, a knowledge of electrical codeYes, it should seem easy for the homeowner; we don't want to burden them with unnecessary technical issuesBut only after reviewing the site conditions, understanding the extent of the work, and assessing the entire situation can a technician begin to refer to a price bookIn this case, the estimate alone took minutes to complete
When *** *** contacted our office, he did so via the Internet, and he indicated his preferred method of contact was emailOur process when booking an estimate call is to go over the policy with the homeowner so there are no surprisesIn this case, the customer service representative (trying to be helpful) deviated from the process by sending an emailShe included the line, "Our estimate policy is outlined on our website at: http://www.parrishservices.com/estimates," but she did not explicitly state in her email there would be a charge
*** *** told our staff he did not read the policy, but we do put the onus on our representatives to explain that policyAs our estimate policy is meant to be no-risk, and our staff member did not handle the call in the proper manner, we will be happy to waive the fee that was charged
Our services are COD, and our staff is very diligent about collecting payments due. We do apologize for not clearly communicating the fee and then vigorously(?) attempting to collect
We're disappointed to know you didn't choose Parrish Services for your work but wish you success with your projects
Thank you

The entire experience from making the appointment to performing the requested work was very easy and professional The office sent a formal email confirming the appointment then sent a reminder email a few days before the work was to begin I was called the morning of to alert me the technician was about an hour out The technician showed up within the appointment window and not only performed the repair but gave me several money saving tips on maintaining and possibly replacing my aging air conditioning system A first class effort from start to finish

We’re
disappointed to hear that you still wish to cancel your membership with us
Considering we were unable to provide you with the exceptional customer service
experience we strive for, we are willing to issue a full refund for your plan
We would also like to send you a $Parrish gift card good for any service
We certainly would love the opportunity to be of serviceWe are confident if
given the opportunity, we can rebuild your confidence in us
As
for the services already provided, the retail cost of that repair (Repair ID
PM14C, System Component Renovation, Installation performance and connection
service with year warranty) is $We charged you the membership rate
of $As a courtesy, we will honor the membership price
I
understand you may feel the charge for the service was high given the amount of
time our technician spent in the homeHowever, from our experience we know our
flat-rate pricing approach is the most consistent and fair way to charge
clientsWe charge for services based on value and the expertise we bring, not
time and materials, and today this is the most common approach taken by
reputable firms in our industryOur business is properly licensed and
appropriately insured, and our technicians are trained and certified in their
fieldsThey all pass drug, background, and driving checksWe then send those
qualified technicians with fully stocked trucks to minimize customer downtime
Then with our flat rate pricing, it doesn’t matter what goes wrong - our clients
pay the same price for a given repair regardless of whether the technician
takes five minutes or five daysSo we’re happy our technician was able to come
to your home, diagnose the problem, and complete your repair in a very short
time
Thank
you,
Parrish
Services

Thank you for allowing us the opportunity to respond to your concernsWe appreciate the acknowledgment about our professional and prompt service, and we thank you for your serviceRest assured we understand when people aren’t familiar with HVAC, plumbing, or electrical work that it can seem very
expensiveMost of us in our company feel the same way when we take our vehicles in for repair, so we get itPeople often feel vulnerable - that they’re being taken advantage of because they’re a woman, or an elderly person, or a non-English speaking person, or even because they’re in an “expensive” neighborhoodIn this area we have many, many clients with a spouse deployed, and we understand that unique sacrificeFor exactly this reason, we maintain fair and consistent pricing by using a flat rate system for all our servicesPrices are disclosed up frontThose prices are published in a standard Pricebook carried by our technicians on their iPads, so no individual technician can change pricingBefore beginning any service, our technicians prepare a written estimate that is signed by the customerAfter the work is performed, the customer signs again, this time indicating the work has been performed satisfactorilyThe refrigerant R-is no longer manufactured because it is illegal to do soThe cost is expensive, and it will continue to climb until the reserves are depletedTherefore, our prices for R-will continue to increaseBut the current price for our refrigerant (as well as any of our other services) is spelled out in writing before any work is performedWe consistently ensure our prices are competitiveHowever, we do not “price match,” and a consumer is often not in a position to make an “apples-to-apples” comparison regarding prices or levels of serviceFor example, our technicians are equipped with a leading edge diagnostic device called an imanifoldThis device allows the technician to better diagnose HVAC system problemsWe routinely give second opinions behind other contractors and find their diagnoses to be inaccurateSo in this case, for example, a competitor’s price for R-may have been lower, but what was their trip charge? What was the charge for labor to diagnose the problem? What was the charge for labor to add the refrigerant? Would they have even accurately diagnosed the problem? Would they have overcharged the system and put in four pounds instead of two? Would they have told you your system is old, that its refrigerant was being phased out, and that instead of a repair you needed a whole new system? Is R-a loss leader for another company? It’s fair to ask all of those questions, but ultimately they are irrelevantWe establish our own pricing, we publish that pricing, and we never perform work without disclosing that pricingThere is also a bit of a misunderstanding about exactly what our price includedThe price was not for simply two pounds of refrigerantThe prices was for: a) up to three pounds of refrigerant; and b) the labor and expertise for the technician to diagnose the problem and to then adjust the amount to system requirements (i.e., to add the correct amount of refrigerant so the system is neither over- nor under-charged)We’ve attached a copy of the invoice and of the imanifold report for your referenceThank you

Thank you for giving us the opportunity to address these concernsFrankly, we did a disastrous job hereYou were right to expect your money back, and I'm sorry you felt this was your only means of making that happenWe will be processing a full refund when our office staff returns on
Monday. We are happy to hear your problem was ultimately resolved.As for our service, I apologize on behalf of the entire staff.Thank you,Linda C***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The annual service contract was represented to me as inclusive of labor costs on any recallI would pay for parts not covered by a warranty, but not laborI also reject the assertion that $per hour is consistent with other area businesses
Regards,
*** ***

The service I received from Parrish Services customer service representatives and technicians has always been excellent

Excellent service..Mike and Alphonso were extremely courteous and explained the entire procedure

I can always count on Parrish Services! Their staff is amazing and always pleasant to deal with over the phone & in person I recently had a tech out to repair a water line, he was amazing (Tech name: McGhee) It was 90+ degrees outside and the tech did such an outstanding job fixing my water problem If you want a reliable & trustworthy company to deal with for your electrical/hvac/plumbing/generator/etc needs......CALL PARRISH SERVICES!! You'll be glad you did :)

All of our our phone calls are recorded, and all of our technicians' activities are documentedIn this case:We were paid by ***'s to perform a site visit for this customer. ***'s then asked us to return to perform the installation (i.e., initially ***'s was our customer).Once we came to perform the work, the homeowner informed our technician she thought ***'s owed her more than what she was expecting (now we see this might be a pattern). The homeowner then chose to use Parrish Services and had her ***'s equipment returned.We performed the work and were dutifully paid for our efforts; no one forged a signature to receive money; The homeowner gave no indication there was a problem with the service delivered at the timeHad she raised any issue in a timely fashion (i.e., less than one year), we would have been able to remedy the situation without any problem.More than a year later, the homeowner called asking for a new service for which she said she had paidOnly when told she had not paid did she complain the technician who performed work over one year ago had not explained things to her satisfaction.The homeowner has no evidence or documentation that contradicts anything in this chronology.The work in question was performed as per our agreement, and there were no defects in the workWe consider that engagement complete.Given the unprofessional treatment of our employees, the gross allegations that have been made, the attempt to get both the initial installation and now new services for free, and the blaming of vendors (both ***'s and Parrish) for any possible misconceptions, we are no longer willing to engage this client for new services. As we said before, if the homeowner has any proposal or contract that is different than the copy we have on file, she is welcome to bring that to our attention and we will certainly honor any commitments made on behalf of Parrish Services.email: [email protected]: Parrish Services, *** *** ***, Manassas, VA ***fax: *** *** ***Thank you

Any time a customer is unhappy with our service, we
know we have failed - we strive for 100% satisfactionWe sincerely apologize
for any miscommunication, but we want to make sure the homeowner understands
the relevant facts so he is clear
about the situation in his home According to our records:
The customer bought an HVAC system
in August of 2013, and we did not return until May of this year when the
customer calledWe waived our $trip fee for maintenance plan customers, so
we always offer the plan at the time we book the callThe customer agreed to
buy the plan and we did work on May
While at the home, we found the
system was running fine except for a dirty filterThe technician was told by
the homeowner that the day before he had found a branch stuck in the outdoor condenser
The branch had restricted the fan from movingBut after the check, the unit
was running without a problemOn August we received a call and
were told the outside unit would not turn on. Upon arrival we found there
were burned wires in the outside junction box under the deckOur HVAC technician’s
assessment was it looked like water entered the box and short circuited the
wiresThis damaged box was not
the new disconnect box from our outdoor unit installation; the new
disconnect box was fused at the proper size, ampere
During that same visit, our HVAC technician
noticed two over-sized breakers in the main electrical panelOne was the circuit
for the HVAC unit and the other was for a dryerWhile it is not a problem or a
code violation to have a larger breaker at the panel than the breaker at the
disconnect box, it is more safe to match themSo given the damage to the junction
box (i.e., damage unrelated to our HVAC installation), the HVAC technician asked
for an electrician to come out
The electrician’s assessment was the
wiring problem in the junction box was most likely the result of loose connections
Loose connections over time will overheat and subsequently melt wires. The electrician repaired the wires in the
junction box outside, replaced the breaker for the HVAC unit, and replaced the
breaker for the dryer
As for an outline of services,
charges, and refunds:
The customer was originally charged for two breakers at
our HVAC maintenance agreement price of $each (that is, the
customer had an HVAC maintenance agreement, not an electrical maintenance agreement,
but we still gave a discounted price)
We discounted the trip fee of $to $53.
We outlined these charges at the time of service with
the homeowner’s wife and father-in-law, and they agreed to the service and
charges
On August the electrical manager refunded the price
for the HVAC breaker, $154.91, leaving the discounted prices for the dryer
breaker ($154.91) and a trip charge ($53.00) for a total of $207.91.
On August 21, we refunded the $trip charge, as wellOn September our HVAC manager spoke
with the customer and was told we should replace the dryer breaker for free since
(and we’re paraphrasing) “we were already there, it takes no time at all, and
it’s only worth $10.” Not one of these points is relevant to our pricing
methodologyWe, like other professional service providers, develop our prices
based on a combination of our industry’s cost structure and on the value of the
service we provideFor consistency and fairness we offer flat rate pricing;
i.e., we do not charge time and materialsOur prices are well established, our
prices are not negotiable, and we do not work for freeAs for a settlement, we agree to
the following:
Again, while it is not a problem
or a code violation to have a larger breaker at the panel than the breaker at
the disconnect box, it is more safe to match themWe would normally as a courtesy provide that service during
our HVAC installationGiven we pride ourselves on providing the highest level
of service, we would have expected our technicians to have identified the
over-sized breaker issue and brought it to the homeowner’s attention at the time
of our HVAC saleTherefore, we are willing to refund the charges for the HVAC panel breaker;
The remainder of the electrical
service was unrelated to our installation, and we are entitled to be paid in
full for those servicesHowever, we could have done a much better job
communicating the problems and ensuring all recommended work was done at one
time, so we are willing to refund the
charges in the interest of customer
satisfaction;
Our work was performed without defect, and we most certainly did
not “cover up damages.” In fact, we identified preexisting problems and
brought them to the homeowner’s attentionSo while the homeowner is certainly
entitled to have his home inspected, and we will be happy to respond to any questions
or concerns about our work, we do not agree to pay for any third party
inspection(s); and
Our current account indicates the
customer owes a small balance, so we will have our accounting staff prepare an itemized statement of the account with
all electrical work at no chargeIf money is owed to the customer, we will
process a refund payable in the same
manner as the original paymentPlease note we do provide emailed invoices at the time of all services, so the purpose of the itemized statement is to detail the previous accounting activity as well as the additional concessions we have agreed to makeWe do apologize if we have not
been clear about the issues in the home, and we hope this narrative serves to
better explain what transpiredThank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We scheduled a previously paid for HVAC cleaning service, and no one showed When we called, we were told that they would show later Hours later, no one showed so we called to cancel and ask for a refund It took us phone calls to finally get someone to call back to address the refund, and we were told that their policy was to not refund We pre-paid with an expectation that they would meet their basic service obligation and they did not Horrible customer service