High Tech Machinists Inc.

At Parker and Sons, we strive to maintain the highest degree of customer satisfaction.  In those instances where we fall short, as in this case, we work hard to correct our faults and to exceed the expectations of our valued customers.  We called Ms. [redacted] today (August 29, 2016) to...

discuss the events that took place at her home on August 25 & 26, 2016.  In talking with her and through our own internal investigation, we understand how one could feel that our technician prematurely entered into a conversation about the replacement of the seventeen year old AC unit.  When we discussed this with our technician, he explained that he didn’t feel that a repair of that nature on a seventeen year old system would have been successful, nor an appropriate long term solution.  In retrospect, the technician should have discussed the options it would have taken to: a.) repair the defect in the coil; b.) replace the coil; and c.) replace the system.  We will use this example as a training opportunity with our technicians. In resolution of our customer's issues related to the repair of her AC system and to further demonstrate that we deeply regret having fallen short of meeting her expectations, we offered to reimburse her for the repairs she has paid for.  The total amount of the reimbursement is $314.00.  We also agreed to contact her home warranty company on her behalf and to attempt to have her unit reinstated in order to have it covered in the future.  Our supervisor did so today and conveyed this information to the homeowner. After talking with Mrs. [redacted], we believe that our offer was well received and should satisfactorily resolve this complaint.Chuck D[redacted]Vice President, HVAC Service

At Parker and Sons, we strive to maintain the highest degree of customer satisfaction.  In those instances where we fall short, as in this case, we work hard to correct our faults and to exceed the expectations of our valued customers.  Our supervisor, Randy C[redacted] called Ms....

[redacted] this morning (Monday, August 1, 2016) to first, confirm that her father had cooling in his home and to follow up on the issues they recently experienced.  After reading the complaint, we knew that keeping the home comfortable was vital to his comfort and safety.  She advised Randy that while no one was at the residence presently, she would confirm that the home did have cooling.  Randy gave Ms. [redacted] his direct phone line in the event she needs assistance in the future.  They then discussed the issues and delays that she and her father experienced while scheduling a service call.  We sincerely regret that we were unable to get there sooner, especially now in light of her father’s circumstances. In resolution of this complaint, and to further demonstrate that we deeply regret having fallen short of meeting their expectations, we offered to reimburse them for the labor portion of the coil repair and for the cost of the refrigerant she had purchased previously.  The total amount of the reimbursement is $1,419.39.  Additionally, we notated the account in such a way that they will receive top priority service in the future should the need arise as her father’s safety and health warrant such priority service.  We believe that our offer was well received and should satisfactorily resolve this complaint. Chuck D[redacted]Vice President, HVAC Service

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

On Sept. 10, 2016 [redacted] called us for a leak issue
causing the ceiling to collapse in the kitchen area. Our technician responded
at approx. 7:00 pm the same day and determined a plastic water pipe was leaking
in the attic. Our plumber quoted the customer a price out of our pricing guide
of...

$700.00 before starting any work. The customer signed the approval to
proceed with the repairs per our quote of $700.00. Our plumber is a senior
technician with over 20 years of experience and he carries the manufacturer
tool to do the repair on his truck allowing him to do the repair much more
efficient than the industry standard time. We did confirm that the repair that
was made is still in good working condition. I order to promptly resolve this pricing compliant with the
customer, Parker and Sons refunded $425.00 to  Jewel Souza and submitted the itemized
breakdown that was requested in the original concern call. The customer has
indicated that they are satisfied with our effort to resolve this pricing
concern.  We are confident the refund has
shown good faith that Parker and Sons will stand behind our workmanship and
that all warranties will be honored per the contract. If you have any
additional questions please let us know.

it's unfortunate that the customer felt it was necessary to submit a complaint to the Revdex.com. Yesterday 6/30/15 at 12:10pm we agreed to refund the $1132.60 back to Mr. [redacted]. While we do not agree with the findings of the other HVAC company, we wanted to make sure that the customer was satisfied so...

we agreed to settle for the $1132.60.

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
I finally received the response from P[redacted] & Sons that I expected, when Mr. Bret [redacted], Water Treatment Director, telephoned me and scheduled a personal meeting at my residence regarding this matter. I found Mr. [redacted] to be very professional, polite and apolagetic during our visit. This whole fiasco could have been avoided had someone at Parker & Sons just taken the time to contact me after I repeatedly complained to their first line employees about my concerns.  Unfortunately, the response I expected never materialized until I took the time to write and mail my complaint letter, a copy of which was sent to the Arizona Revdex.com. As a result of my complaint letter, Parker & Sons have rectified the issues, thanks to Mr. [redacted].  But, I can't help but think that the letter that was forwarded to the Arizona Revdex.com had something to do with the end result. Parker & Sons' initial unresponsiveness only served to aggravate my anymosity toward them.  But now that I have Mr. [redacted]'s direct phone number for future reference, we all can hopefully avoid a similar situation in the future; otherwise, I will not wait as long next time to write another complaint letter.I thank the Arizona Revdex.com for their assistance in this matter, which can now be considered closed.  Regards,[redacted]

Need maintained that unit