Parker Heating & Cooling, Inc

Parker Heating & Cooling always maintains a professional image and tries extremely hard to satisfy every homeownerWe provide superior quality and professional installations and serviceMr ***'s complaint is not with the installation or service that he has received from Parker Heating &
CoolingIt is really because we are not able to uninstall, move, and reinstall his outdoor heat pump unit for a price range of 20-dollarsMoving an outdoor unit is not like just scooting a piece of furniture overIt requires recovering the refrigerant into the outdoor unit of the system, cutting the copper lines, removing the low and line voltage electrical, moving the unit pad, re-level the ground where the unit will be re-positioned, cut and braze the copper refrigerant lines, install the line and low voltage electrical supply, install a new refrigerant drier in the refrigerant line, evacuate/Vacuum pump the refrigerant lines to remove air and moisture, start system to check operation and add refrigerant if necessaryThis is a pretty extensive procedure and will cost far more than 20-as Mr*** has statedI have agreed to do this service for $which is a very reasonable price and lower than we would normally chargeI agreed to do this as we came to do the maintenance on the new system(We agreed to give maintenance visits at no additional cost for the purchase of the new system)We will still perform the maintenance visits even if Mr*** doesn't have us move the outdoor unitI have reviewed all the information from our agreement and all email correspondence with Mr*** and there was never an agreement on the cost to relocate the outdoor unit at a later dateMr*** was only told it wouldn't be too expensive to move when he was readyI have attached a copy of our agreement with Mr*** which shows all items originally on the printed agreement and some additional items Mr*** added to the agreement in which my salesperson initialedWe have provided all services that we agreed to provide with the exception of the Maintenance visits on the new systemWe even performed maintenance on the 2nd system that was existing at now chargeWe are more than happy to complete our obligation of the maintenance visits on the new systemSo far we have been unsuccessful in setting those service appointments due to Mr***'s disagreement with the cost of moving the unitWe are still more than happy to move the outdoor unit at a cost of $as wellWe can't continue negotiating until we are paying to install systemsNo business can afford to do thatI feel we have performed as many discounted and free services for Mr *** as we possibly canIt really troubles me to have a customer that is dissatisfied with anything that my company does but no company afford to continue discounting and giving away products and servicesIf I can be of any further assistance please, don't hesitate to give me a call or email Sincerely,*** ***General Manager/OwnerParker Heating & Cooling* ** *** *** ***Pinckneyville Il62274***@gmail.com*** Pinckneyville Office*** Marion Office*** Cell *** Fax

*** *** was a former employee of ours and was terminated on 2/10/*** left in a very belligerent and unprofessional manner leaving verbal threats to us of our business destruction by himI have written documentation to reflect his belligerent behavior but may be inappropriate to submit in
this responseThere has been no interaction with the ***s and our business since.*** was an employee on 7/8/when his new heat pump system was installed(not months ago as he stated)On 7/8/the system was installed properly and working perfectly upon completion of installationI have records of every visit and service performed since the installationThe first visit to the *** home was on 10/29/to perform a free routine maintenance where the only issue found was a very dirty filter which was replacedEverything checked out greatSystem operated great until 1/6/where we experienced an intermittent issue causing a failure that turned out to be very difficult to detectThe system operated fine while the technician was present but would act up inconsistently and intermittently over timeA similar issue reoccurred on 1/25/and then again on 2/16/2016, again with an intermittent issue that couldn't be determined by the technicianThe communication from *** and his wife ***, to our service department at that time was very inappropriate and uncomfortableThere were threats made at that time by them to take their business to our competitor but since the system at that time was still under a year parts warranty (from the manufacturer), and a year labor warranty (from Parker), they allowed us to continue with the diagnosis and repair because there wouldn't be any charge to them for anythingWe were more than happy to continue and honor our warranty as promised( I have attached the warranty registration to reflect the parts warranty from the manufacturer) Unless an extended labor warranty is purchased separately the contractor is responsible for the labor for year from the date of installWe always honor our year contractor warrantiesFrom information gathered on this visit the technician determined a possible repair that could potentially solve the issue, he made that repair and the system has been working properly since.When the emergency call was received on 2/4/the technician was as advised that the system only had a manufacturer parts warranty and a year contractor labor warranty from the date of installation and that the labor warranty was expiredThe manufacturer warranty can be honored by any Trane contractor and considering the previous interactions with the ***s, we opted out of performing any service for them at that timeWe certainly wanted to avoid any conflict like we previously experiencedThe ***s again became belligerent and again threaten our business reputation and threatened to go to our competitorWe welcomed their move to our competitor at that time which is apparently what happenedWe were happy to see them taken care ofI am saddened to see the ridiculous unwarranted action the ***s have chosen to take and wish the circumstances could have been different and this whole issue could be avoidedWe are extremely concerned when there is a threat or when any negative publicity is expressed concerning our companyWe certainly work to serve every client with the professional treatment the deserve. If I can be of any further assistance please, don't hesitate to give me a call or email. Respectfully,*** ***Parker Heating & Cooling*** Office***@gmail.com

Parker Heating & Cooling always maintains a professional image and tries extremely hard to satisfy every homeownerWe provide superior quality and professional installations and serviceMr ***'s complaint is not with the installation or service that he has received from Parker Heating &
CoolingIt is really because we are not able to uninstall, move, and reinstall his outdoor heat pump unit for a price range of 20-dollarsMoving an outdoor unit is not like just scooting a piece of furniture overIt requires recovering the refrigerant into the outdoor unit of the system, cutting the copper lines, removing the low and line voltage electrical, moving the unit pad, re-level the ground where the unit will be re-positioned, cut and braze the copper refrigerant lines, install the line and low voltage electrical supply, install a new refrigerant drier in the refrigerant line, evacuate/Vacuum pump the refrigerant lines to remove air and moisture, start system to check operation and add refrigerant if necessaryThis is a pretty extensive procedure and will cost far more than 20-as Mr*** has statedI have agreed to do this service for $which is a very reasonable price and lower than we would normally chargeI agreed to do this as we came to do the maintenance on the new system(We agreed to give maintenance visits at no additional cost for the purchase of the new system)We will still perform the maintenance visits even if Mr*** doesn't have us move the outdoor unitI have reviewed all the information from our agreement and all email correspondence with Mr*** and there was never an agreement on the cost to relocate the outdoor unit at a later dateMr*** was only told it wouldn't be too expensive to move when he was readyI have attached a copy of our agreement with Mr*** which shows all items originally on the printed agreement and some additional items Mr*** added to the agreement in which my salesperson initialedWe have provided all services that we agreed to provide with the exception of the Maintenance visits on the new systemWe even performed maintenance on the 2nd system that was existing at now chargeWe are more than happy to complete our obligation of the maintenance visits on the new systemSo far we have been unsuccessful in setting those service appointments due to Mr***'s disagreement with the cost of moving the unitWe are still more than happy to move the outdoor unit at a cost of $as wellWe can't continue negotiating until we are paying to install systemsNo business can afford to do thatI feel we have performed as many discounted and free services for Mr *** as we possibly canIt really troubles me to have a customer that is dissatisfied with anything that my company does but no company afford to continue discounting and giving away products and servicesIf I can be of any further assistance please, don't hesitate to give me a call or email Sincerely,*** ***General Manager/OwnerParker Heating & Cooling* ** *** *** ***Pinckneyville Il62274***@gmail.com*** Pinckneyville Office*** Marion Office*** Cell *** Fax

[redacted] was a former employee of ours and was terminated on 2/10/2016. [redacted] left in a very belligerent and unprofessional manner leaving verbal threats to us of our business destruction by him. I have written documentation to reflect his belligerent behavior but may be inappropriate to submit in...

this response. There has been no interaction with the [redacted]s and our business since.[redacted] was an employee on 7/8/2015 when his new heat pump system was installed. (not 13 months ago as he stated). On 7/8/2015 the system was installed properly and working perfectly upon completion of installation. I have records of every visit and service performed since the installation. The first visit to the [redacted] home was on 10/29/2015 to perform a free routine maintenance where the only issue found was a very dirty filter which was replaced. Everything checked out great. System operated great until 1/6/2016 where we experienced an intermittent issue causing a failure that turned out to be very difficult to detect. The system operated fine while the technician was present but would act up inconsistently and intermittently over time. A similar issue reoccurred on 1/25/2016 and then again on 2/16/2016, again with an intermittent issue that couldn't be determined by the technician. The communication from [redacted] and his wife [redacted], to our service department at that time was very inappropriate and uncomfortable. There were threats made at that time by them to take their business to our competitor but since the system at that time was still under a 10 year parts warranty (from the manufacturer), and a 1 year labor warranty (from Parker), they allowed us to continue with the diagnosis and repair because there wouldn't be any charge to them for anything. We were more than happy to continue and honor our warranty as promised. ( I have attached the warranty registration to reflect the parts warranty from the manufacturer) Unless an extended labor warranty is purchased separately the contractor is responsible for the labor for 1 year from the date of install. We always honor our 1 year contractor warranties. From information gathered on this visit the technician determined a possible repair that could potentially solve the issue, he made that repair and the system has been working properly since.When the emergency call was received on 2/4/2017 the technician was as advised that the system only had a 10 manufacturer parts warranty and a 1 year contractor labor warranty from the date of installation and that the labor warranty was expired. The manufacturer warranty can be honored by any Trane contractor and considering the previous interactions with the [redacted]s, we opted out of performing any service for them at that time. We certainly wanted to avoid any conflict like we previously experienced. The [redacted]s again became belligerent and again threaten our business reputation and threatened to go to our competitor. We welcomed their move to our competitor at that time which is apparently what happened. We were happy to see them taken care of. I am saddened to see the ridiculous unwarranted action the [redacted]s have chosen to take and wish the circumstances could have been different and this whole issue could be avoided. We are extremely concerned when there is a threat or when any negative publicity is expressed concerning our company. We certainly work to serve every client with the professional treatment the deserve. If I can be of any further assistance please, don't hesitate to give me a call or email. Respectfully,[redacted]Parker Heating & Cooling[redacted] Office[redacted]@gmail.com