Parrish Services, Inc

An outstanding company, very professional, fast response and service, I am very glad to have located them to fix an urgent plumbing problem

I am rejecting this response because: The  annual service contract was represented to me as inclusive of labor costs on any recall. I would pay for parts not covered by a warranty, but not labor. I also reject the assertion that $180 per hour is consistent with other area businessesMaybe there is still some confusion. This was not a defect in any service we performed, and it was not a manufacturer's recall. Either of those activities would have been free. This was a manufacturer's defect. The remedy for a manufacturer's defect is the manufacturer's warranty, and this warranty covers parts only. The part was free. However, the trip, the diagnostic, the repair, and the part processing were not free. This is the standard in the HVAC industry, and our rates are established in advance and approved by [redacted].Had this been a regular service repair, the charge would have been approximately $750. As a maintenance agreement customer, you would have saved $160 for the trip fee and 15% off the repair. The technician, however, established the work was eligible for a manufacturer warranty repair, thereby saving you much of this expense. As your representative requested Parrish diagnose the problem, a warranty repair was authorized, and our rates are fixed in advance and approved by [redacted], the billing is accurate. If you would like to identify and contract with a lower cost [redacted] warranty provider for any future [redacted] warranty repairs, we would be disappointed to lose your business. However, the repairs we have performed already have a fee of $180, and payment was due at the time of service.Thank you.

Thank you
for the opportunity to reply to this complaint.
 
I would
like to clear up some discrepancies relative to the [redacted] codes, for I
believe that [redacted] may have been misinformed or is unclear as to
when codes are adopted.
 
The State
of [redacted]...

adopts/enacts codes three years after initial publication by the
[redacted]. 
 
The 2003 ICC code was adopted by the State
of [redacted] in 2006.  The 2003 ICC code stayed in place until 2009,
at which time the 2006 ICC version was adopted by the State of [redacted].
 
This means
that the 2003 IFGC code was active when we performed the work for [redacted] in 2008, not the 2006 code which she states/believes was in
place.  Therefore, Parrish Services performed
all work in accordance with the current codes at the time of the installation.
 
The 2003
IFGC reads as follows:   
 
“…SECTION 310 (IFGS) ELECTRICAL BONDING
310.1 Gas pipe bonding.
Each above-ground portion of a gas piping system
that is likely to become energized shall be electrically continuous and bonded
to an effective ground-fault current path. Gas piping shall be considered to be
bonded where it is connected to gas utilization equipment that is connected to
the equipment grounding conductor of the circuit supplying that equipment…”
 
Further,
the 2006 IFGC codes were adopted in the State of [redacted] in 2009.  The code was amended at that time and reads
as follows:
 
 
 
Further
still, the State of [redacted] in 2012 adopted the 2009 IFGC and stated the following
in regards to bonding CSST (this was over four years after the customers work
had been completed):
 
 
Subsequently,
the bonding work that [redacted] is requesting was not prescribed until
2009 which was after we performed her installation and was not required by the
State of [redacted] until 2012.
 
At this
time, we have offered to bring [redacted]’ CSST into compliance with
the current code requirements.
 
There
would, however be a charge for performing this work that was not required at
the time of the initial installation in 2008. 
However, the customer feels that she should not have to pay for this
additional work and upgrades to bring her home into compliance with the
existing codes. 
 
Again, it
is my belief that the customer may possibly be misinformed, mislead or confused
as to what the code requirements were in 2008.
 
I sincerely
hope this clears up this matter.
 
 
Sincerely,
 
 
Alan G[redacted]
CEO
Parrish
Services, Inc.

Parrish Services Inc is the best service that I used since having my house build they are here when I need them to service my equipment.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We're happy to hear your problem was resolved to your satisfaction. Regarding the $106 fee, that is our trip charge during normal business hours for any customer who does not have a maintenance agreement with our company. The fee is to send a licensed, insured, qualified, well-equipped technician to...

a customer’s home and to provide up to 30 minutes of diagnostic time. We communicate this information and gain agreement for the charge at the time of booking the call, and this call was no exception. Our HVAC technicians are trained to work on all brands, including [redacted]. In fact, we were for years a [redacted] Premier Dealer. We have chosen to no longer install [redacted], but we do still service the brand. As for diagnosing a problem, the trip fee did include up to 30 minutes of diagnostic time. In order to properly diagnose (as opposed to guess) which component was failing, the technician concluded it would take more diagnostic time than the 30 minutes. This is not uncommon for this type of problem. However, most of our HVAC diagnostics fees are 100% creditable; that is, we do charge for diagnostic time, but the fee can be credited towards the purchase of any repair or replacement. Yes, we could have simply replaced one or both components without an actual diagnosis and fixed the symptom. However, our objective is always to diagnose the problem, not just address symptoms. We want to determine what might have caused that symptom so we can prevent other failures and give owners all the information they need to make informed decisions about repairs or replacement. All that being said, we simply want you to understand our service approach and why we charge the way we do. You’ve been a customer in the past, and we don’t want you to ever be disappointed, so we will drop the charge. You did not pay for the invoice at the time of service, so we will be crediting your account rather than processing a refund. We hope that is a satisfactory resolution to this issue. Thank you for taking the time to make us aware of your concerns.

We were sorry to hear about the problem [redacted] has experienced with her outdoor unit, especially with the recent heat wave. We’ve reviewed [redacted]’s complaints about this situation and would like to offer the following for background, clarification, and explanation. Regarding the...

installation ·         It is normal for outdoor units to be installed on a slight grade since lots are always designed to carry water away from a home. ·         The industry standard is to use gravel underneath the outdoor unit. ·         There is no manufacturer specification, mechanical code, industry standard, or other type of requirement that specifies an outdoor unit must be installed on a slab. ·         It is evident there is no such requirement as the original unit we replaced was not installed on a slab. ·         The state code requirement is the unit be installed with a minimum of 3” clearance from the ground. This could have been achieved using either a manufactured equipment pad or a set of snow legs. We installed the unit using both of these items and exceeded the standard. ·         The unit was installed level with appropriate service clearances. ·         We tested this unit following installation and verified proper operation. ·         We have maintained the unit subsequent to the installation, and the unit has been running without issue. Regarding the warranty ·         Parrish offers a 1-year labor warranty. ·         The 10-year warranty [redacted] refers to is a manufacturer’s warranty. not a warranty offered by Parrish Services. ·         Warranties cover solely defects in products or services; they are not guarantees that cover infinite scenarios. ·         The installation was performed to, at a minimum, both code and manufacturer specifications. There was no defect in the workmanship and thus no valid warranty claim. Regarding the current problem ·         The source of the current unit problem was the soil erosion and not a defect in installation workmanship. ·         The subsequent breaking of the refrigerant line and leaking of refrigerant were due to the shifting of the unit after the erosion. ·         The owner of the company did speak to [redacted] and offered to mitigate the soil erosion problem using concrete block (not brick). The price he quoted for the work was $500, and he offered to include performing the leak repair if [redacted] was willing to pay for the refrigerant that need to be replaced (generally ~$300-500 depending on how much has escaped). To put these prices in context, here are typical prices for: o   Replacing refrigerant: $500 o   Repairing a refrigerant leak and replacing refrigerant: $1,500 o   Installing a concrete pad at the time of unit installation (>8 man hours, multiple visits to the home): $2,600 o   Installing a concrete pad subsequent to unit installation (> 8 man hours, multiple visits to the home, de-installation of the unit, and re-installation of the unit): $5,000 As there was no defect in workmanship, we are unwilling to address this problem except as a new, unrelated repair. Our offer to address [redacted]’s problem at a significantly reduced cost still stands. We also suggest [redacted] may want to consider a claim through either: a) her homeowner’s insurance company; or b) if she has one, her home warranty company. Thank you.

Nathan, the service technician for generators with Parrish Services, did his work efficiently and well. He answered my questions and I was very satisfied with the annual service he performed.

Frank J[redacted] provided excellent service when he fixed an urgent plumbing problem in my condo unit. He was courteous and professional, and efficient as well.
I also received excellent service on the phone from Anne and Chelsea, and also from Jennifer, Judy, and Ashley.

Maintenance checkup was scheduled on line and confirmed on line. Brian, the service technician, called fifteen minutes before arrival. Brian explained everything he did and the house was as neat when he left as when he arrived. I had a followup question that I communicated to Brian via voice mail and he promptly researched the issue and got back to me within one half hour. Entire experience was top notch.

Any time a customer is unhappy with our service, we
know we have failed - we strive for 100% satisfaction. We 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 called. We waived our $106 trip fee for maintenance plan customers, so
we always offer the plan at the time we book the call. The customer agreed to
buy the plan and we did work on May 5.  While at the home, we found the
system was running fine except for a dirty filter. The 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 moving. But after the check, the unit
was running without a problem.On August 13 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 deck. Our HVAC technician’s
assessment was it looked like water entered the box and short circuited the
wires. This damaged box was not
the new disconnect box from our 2013 outdoor unit installation; the new
disconnect box was fused at the proper size, 35 ampere.  During that same visit, our HVAC technician
noticed two over-sized breakers in the main electrical panel. One was the circuit
for the HVAC unit and the other was for a dryer. 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 them. So 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 $154.91 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 $106 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 19 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 $53 trip charge, as well.
On September 8 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
methodology. We, 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 provide. For consistency and fairness we offer flat rate pricing;
i.e., we do not charge time and materials. Our prices are well established, our
prices are not negotiable, and we do not work for free.As 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 them. We would normally as a courtesy provide that service during
our HVAC installation. Given 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 sale. Therefore, 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 services. However, 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 attention. So 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); andOur 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 charge. If money is owed to the customer, we will
process a refund payable in the same
manner as the original payment. Please 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 make.We do apologize if we have not
been clear about the issues in the home, and we hope this narrative serves to
better explain what transpired.
Thank you.

The technician was very thorough in his inspection and answered all of my questions -----told him that I would get back with Parrish re his findings.

From: Jo-Anne S[redacted] <[redacted]>Date: Thu, Jul 23, 2015 at 3:40 PMSubject: RE: [redacted] Complaint ([redacted]To: [redacted] <[redacted]>Cc: Linda C[redacted] <[redacted]>Okay, below is our response. Thank you....

Please let me know if you need anything else from us. We do show that a PSP plan was purchased at the time of scheduling. This plan does include waived trip charges during regular business hours, an annual maintenance check, along with discounts on repairs. The trip charge was waived for the visit and the price of $268 that was quoted for the repair, did include the PSP discount. As stated in the message, the technician quoted two separate prices and ultimately charged the lower price- this was  a benefit of being plan member. The cost without the plan would have been $315 + $106 trip charge. As for the annual maintenance, we do show that the check is still available. The maintenance can be used at any point during the year. We do not automatically include the maintenance on the first visit because many customers prefer to have the check completed separately.  Hopefully this clears up any confusion and we hope that you will reconsider cancelling your plan. We would be happy to schedule the maintenance at your earliest convenience!  Jo-Anne S[redacted] | Customer Service ManagerParrish Services, Inc. | Always there for you!For 24x7 service, please call or visit us on the webOffice: ###-###-#### | www.parrishservices.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The  annual service contract was represented to me as inclusive of labor costs on any recall. I would pay for parts not covered by a warranty, but not labor. I also reject the assertion that $180 per hour is consistent with other area businesses
Regards,
[redacted]

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 guarantee. Specifically:
we charge $106 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 required. While the layman homeworker may believe there was "no expertise needed," preparing a quotation involved, at a minimum, a knowledge of electrical code. Yes, it should seem easy for the homeowner; we don't want to burden them with unnecessary technical issues. But 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 book. In this case, the estimate alone took 45 minutes to complete.
When [redacted] contacted our office, he did so via the Internet, and he indicated his preferred method of contact was email. Our process when booking an estimate call is to go over the policy with the homeowner so there are no surprises. In this case, the customer service representative (trying to be helpful) deviated from the process by sending an email. She 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.
[redacted] told our staff he did not read the policy, but we do put the onus on our representatives to explain that policy. As 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.

Excellent response on a Sunday morning - to replace a defective component in a recently installed appliance. Bravo to Parrish for caring and acting to make it right for the customer! Thanks!

From: Jo-Anne S[redacted] <[redacted]>Date: Thu, Jul 23, 2015 at 3:40 PMSubject: RE: [redacted] Complaint ([redacted]To: [redacted] <[redacted]>Cc: Linda C[redacted] <[redacted]>Okay, below is our response. Thank you. Please let me know if you need...

anything else from us. We do show that a PSP plan was purchased at the time of scheduling. This plan does include waived trip charges during regular business hours, an annual maintenance check, along with discounts on repairs. The trip charge was waived for the visit and the price of $268 that was quoted for the repair, did include the PSP discount. As stated in the message, the technician quoted two separate prices and ultimately charged the lower price- this was  a benefit of being plan member. The cost without the plan would have been $315 + $106 trip charge. As for the annual maintenance, we do show that the check is still available. The maintenance can be used at any point during the year. We do not automatically include the maintenance on the first visit because many customers prefer to have the check completed separately.  Hopefully this clears up any confusion and we hope that you will reconsider cancelling your plan. We would be happy to schedule the maintenance at your earliest convenience!  Jo-Anne S[redacted] | Customer Service ManagerParrish Services, Inc. | Always there for you!For 24x7 service, please call or visit us on the webOffice: ###-###-#### | www.parrishservices.com

Always professional and courteous.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

From: Jo-Anne S[redacted] Date: Mon, Aug 10, 2015 at 11:03 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[email protected]" <[email protected]>, Managers <[email protected]>This is...

already being taken care of FYI Jo-Anne S[redacted] | Customer Service ManagerParrish Services, Inc. | Always there for you!For 24x7 service, please call or visit us on the webOffice: ###-###-#### | www.parrishservices.com