Parrish Services, Inc

Our back up generator would not run because the people who installed it would not come out to install an exterior gas regulator Parish came out at 10:00PM -- two guys one of which was the CEO because he did not want his repair person to try to handle it by himself An hour later, the generator was working Super service -- nice people -- highly recommend them

Technician Jason Hof Parrish Services called before arrival and arrived on time He was neatly dressed and properly groomed for the appointment He performed his task thoroughly and answered questions I posed He was knowledgeable The dispatcher and other person at the office were efficient and easily understood All in all a good service experience

My wife and I have been satisfied customers of Parrish services for the past years We have a service plan for our HVAC system and gas log, and have them serviced twice a year Last year Parrish installed a complete new HVAC system We have found Parrish technicians, office staff, and management to be professional, skilled, personable and honest in all our transactions Because of our positive experience, we have recommended the company to friends and neighbors without hesitation

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 returnedWe 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 problemMore 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 satisfactionThe homeowner has no evidence or documentation that contradicts anything in this chronologyThe work in question was performed as per our agreement, and there were no defects in the workWe consider that engagement completeGiven 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 Servicesemail: [email protected]
mail: Parrish Services, *** *** ***, Manassas, VA ***
fax: *** *** ***
Thank you

Chris from Parrish electric recently came out to my house and did an excellent and quick job

On time, efficient, informative, I believe his appraisal and advice Now we move on to actually resolve the problem and to adopt the new AC technology that is more friendly to the environment (after we destroyed a portion of the ozone layer the size of Texas (maybe Alaska?) All solutions are expensive but I see no alternatives

Parrish does a good job, explains the work done or that needs to be done including photos They arrive on time and are very clean and tidy

[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 as Answered] Complaint: ***
First the company did not respond to numerous requests to talk to some in chargeAfter being told they would contact me at two specific days and timesTheir one and only visit and assessment was incompetent or and therefore not be charged forThe cut off valve in the basement was not seized at all as I was able to turn off the water with ease and the one in the bathroom was easy to close after applying WDThe building manager told me that Parrish should call him because he saw no problems with the cut-off valvesThe ceramic tank and bowl had no cracks or damage to them and replacement parts were easily found at *** ***The higher standard these “professionals” should be held to is giving accurate and truthful assessment and responding to complaints by management actually talking to their customers directlyMy mother and I are not satisfied with their response nor their justifications and I would like this complaint to be retained at the Revdex.com
Regards,
*** ***

[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,
*** ***

Excellent service

We are sorry to hear *** *** was displeased with the outcome of our recent service callHowever, based on the complaint I believe there many be some confusion as to the terms "warranty,"
"maintenance," and "service," so I would like to first clarify:
Maintenance is a regular activity to keep a system running in optimal fashionMaintenance activities are predefined and include inspection, cleaning, and minor adjustmentsService is an unplanned activity to address a system fault or failureWarranty service is provided by a manufacturer or service provider to address defects in manufacturing or previously provided serviceThe property did have an HVAC maintenance agreement that began in December Each HVAC maintenance agreement includes two system checks per year, one for heating, and one for coolingWe performed the heating maintenance check on 12/13/and the cooling maintenance check on 7/7/On 10/20/2014, we received a call saying the gas furnace we had installed in was not heatingSo this call was for service, not for maintenanceOur technician was then dispatched the following morning, and his service notes for the property (***) were: "[[Tech #*** Service Date: 10/21/2014]] arrived and found furnace not turning on due to bad pressure switchSwitch not closingSystem still under man warrantyCalled prop mgr to adviseNeed to bill to prop mgr for laborReplaced pressure switch under man warrantyTestedCleaned flame sensorCompleted heat checkAll ops at this time." The technician’s time on the call was hours, and he charged for hoursWe assess a $trip fee for every service call, but the fee is waived for maintenance agreement customers during regular business hours, so there was no chargeThe technician established the part was still covered under the manufacturer's warrantyIt is important to note his assessment was not made simply because the machine was only two years old, but also because there was no evidence of misuse or neglectTaking care not to void a manufacturer's warranty is just one of the benefits of having regular maintenance performed. I have attached in this response a copy of our Priority Service Plan brochure so we can better explain the work we perform and the client benefits under the maintenance agreementSo back to warrantiesIn general, manufacturers' warranties cover parts, labor, or bothFor most HVAC manufacturers, the warranties cover parts only, so any authorized warranty provider establishes their own labor rateIn the case of ***, this rate must be approved by *** before a company can offer warranty serviceThe Parrish Services rate for *** warranty service is $180/hour, and the rate is, in fact, comparable with other *** Comfort Specialists in the areaThe warranty rate includes such activities as: contact center personnel; technician travel time; technician onsite time; manufacturer-specific training and education; technician certifications; part ordering, shipping, receiving, distribution, and stocking; warranty return distribution, shipping, and processing; warranty administrative processing for the manufacturerIn fact, the warranty labor rate is a highly discounted and competitive rateThat is, the actual amount of labor is far greater than the hour on site, our non-warranty hourly rate for service is $280/hour, and a homeowner is able to contract with any warranty provider of their choosingFor comparison's sake, our retail price for a repair of this nature would be on the order of $As the work was approved by an authorized representative and successfully performed by our technician, the billing will remain at $If there are any issues with the performance of our service, please let us know and we will be happy to address those concernsOur objective is to provide a premium level of service while ensuring all of our clients are satisfied with the workThank you,
Parrish Services

On August 27, Parrish Services was contacted by ***’s
#to perform a site visit to install a water softenerOur technician performed
this work the same dayWhile doing the work for ***’s, the technician also
performed a water testHe later shared the results
with the customer
On October 4, 2013, ***’s provided Parrish Services with a
purchase order to install the water softener for this homeownerThe technician
visited the home and included these notes in his invoice:
“picked up water softener from ***sWent to customers home to
install, upon arrival customer said that ***s made the impression that we were
providing a filter and chlorine systemGave customer options and returned
softener to ***sCustomer said they are going to apply for financing on our
websiteTotal cost for water softener, chlorine pellet system , carbon filter,
new 6" well seal, total cost $9,(without softener $6,994)”
The homeowner applied then for *** *** financing in
order to fund their project with ParrishOnce the homeowner was approved, we are
able to authorize schedulingOn November 12, the homeowner called to
schedule this workThe work was performed and completed on November 21, 2013,
and Parrish billed the homeowner $on the *** *** Project ***
We did not in any way “access funds prematurely.” Parrish Services completed this very
extensive job, and we were entitled to payment in full at the completion of the
workThe homeowner chose her form of payment to be *** *** ***, and we
were provided with the account numberThere has been no subsequent contact
from the homeowner to indicate the installation was not completed or that it was
even unsatisfactory in any way
The homeowner once again contacted Parrish on December 22,
2014, this time requesting service for the water softener and to shock the
wellThe homeowner maintained she had paid for this service, but that is not
the caseThe proposal explicitly excludes maintenance,
and all of the pricing details are solely for the original equipment and
installationIn the “Maintenance” section, the proposal outlines the price of
a 12-month service agreementA copy of the proposal as well as all the call and invoice activity for this client are attachedIf the homeowner has any documentation to the contrary, we will, of course, honor any
commitments made by our technicians
Yes, we are now choosing to decline service for this homeownerThe
treatment of our customer service representatives during the more recent
request for (free) services was unacceptable, and given the libelous
allegations in this complaint and the expectation of free service, we think it is a prudent business decision
The one-year Parrish labor warranty expired in NovemberThe
remaining warranties are manufacturer warranties, and the homeowner may request
warranty service from any other manufacturer-authorized warranty service
provider

Thank you for the opportunity to formally respond to the homeowner's concerns
"margin: 6pt 0in;">Parrish did respond to a call on 1/9/for a line that had separated from an icemakerOur technician determined the icemaker valve had been installed incorrectly, so he corrected the installation and made a related repair
Based on both the homeowner's feedback and the technician notes, we agree from the first call:
1) the valve had been installed incorrectly;
2) the hose was located in an interior wall (i.e., a place where freezing is less likely);
3) the technician did not make note of any signs of freezing;
4) the charge was $304; and
5) the customer paid as agreed
The 90-day warranty described by the homeowner and noted in this call's invoice is not the Parrish Services labor warranty; that was the manufacturer's warranty for the parts installedOur standard labor warranty for repairs would be in effect, and it covers any defect in workmanship for one year, not days
On 1/25, the customer called Parrish Services for Saturday emergency call out serviceThe technician indicated in his notes there were signs of freezing, most notably the cap had been completely blown off, something that does not happen with regular water pressureThe technician also observed cold air blowing in the area even though it was along an interior wallThe technician explained the line had frozen and made the repairThe emergency service dispatch fee was $212, and the repair was an additional $The customer maintained the repair should have been covered as part of the prior repair because we "guaranteed" our prior work and refused to pay his bill
The technician and several office staff spoke with the homeowner over multiple occasionsWe explained the difference in the two repairsWe also explained (multiple times) freezing pipes are not a defect in workmanship and thus are not covered under a labor warrantyThe homeowner continued to demand we pay for his damage because our "
technician said the repair was guaranteed." We do not dispute there was a labor warranty in effectHowever, we explained a labor warranty protects against a defect in the labor for that repair, and this situation was not a defectA labor warranty does not guarantee nothing will ever go wrongFor example, if the line had been yanked open because there was an earthquake, that would not have been covered under a warrantyOn the other hand, the incorrect installation of the valve should have been covered under a labor warranty from the installer (provided it was within the warranty period)
In addition to explaining a labor warranty to the homeowner, we also explained that if the customer's insurance adjuster reviewed the claim and was able to substantiate the damage was due to our faulty repair and not due to freezing, then we will take responsibility
As for the number of complaints filed with Revdex.com, we have a solid track record of resolving complaints; hence our accreditation and excellent ratings[redacted] and [redacted], [redacted], and Parrish Services are three of the largest mechanical contracting companies in the area as validated by number of mechanical permits issuedThe larger size of our companies is a testament to our continued good work but also the reason the raw number of complaints is higherAt Parrish Services, we serve tens of thousands of clients annuallyWe strive to satisfactorily resolve every complaint, and we stand behind our work 100%This customer asked for emergency callout service at $212 (something not covered under any warranty) and then agreed to a repair for $that was not related to the first problemWe performed the work as agreed and are entitled to payment
Thank you

Purchased a new HVAC system (the model was highly recommended by the Parrish service technician- - found out this unit is the least efficient model - worse than the one I previously had in the house) in 3/15. In 6/15 the entire unit froze up. I contacted Parrish who gave me the run around for days saying it takes 5 - 7 days for the part to arrive then we only have one technician available. Come to find out the part (TXV) was there on Wednesday, but they didn't install it until Friday and it would cost me. Sweltering heat - we had keep riding around with the dog in the AC car, eating out due to heating up the house. Even left for vacation two days earlier just to have the hotel to sleep in. In 7/15 the TXV part went out again. This time I was told that that part has been giving them problems. Parrish gave me the same run around and wanted to charge me. We asked for some compensation or for a replacement unit. We were given NOTHING but to wait and wait for service. I called T[redacted] Corporate and they informed me to work with Parrish - well would you want to work with Parrish again. I asked T[redacted] for recommendations in our area, but received none.
In 6/16 the AC unit went out again and reeived an email from a high official at Parrish who informed me they will not continue to provide service on my contract. I will have to find somone else which there isn't anyone who will service others new products. This email was also provided to a rental tenant on my property which I sold 7 years ago. Since this person is NOT on my contract there should have been NO communication to her about my personal account at my personal address. This is an invasion of my personal property.
What was needed was to put the oil in the system so it does not freeze up. Apparently Parrish did this the two times they were out here. Anyway I spent $350 on a new service call in which the T[redacted] escalation team told me and three other people that they would take care of the bill. Well now they won't unless I sign over my warranty.
So the AC still does not work properly - it is 12:20 AM and the temperature in the house is 77 and the AC is on 67 and it keeps running. The temperature gets up to 80+ inside the house too I can just imaging my bills.

When the homeowner called (call recording [redacted]), our customer service representative spent 16 minutes explaining our prices and booking the call. He explained: 1) our...

$106 trip charge (i.e., the cost simply to come to a home, even for estimates); and 2) the trip charge is waived  for customers who purchase our Priority Service Plan, or “PSP” (which is not a “warranty”).
The CSR further explained if the homeowner wanted to purchase the PSP over the phone for $132, he would be entitled to waiving of the $106 trip charge for this visit, as well as other benefits such as the annual safety inspection and up to 15% off all repairs. The customer declined the PSP, so the $106 trip charge applied.
The technician went to the home and quoted the non-PSP prices for the work, $463 for the disposal installation and $276 for the toilet repair. Between one-way travel, reviewing the work, and documentation, he spent 1.9 hours on the call. The customer declined to have any work performed and refused to pay the trip charge that was due.
We did not solicit this customer, but we are happy to mark the billing account as “do not contact.” In the meantime, the account is now 60 days past due, and we will pursue other means of collecting payment.

We're sorry to hear the home inspector has raised concerns about the water heater in the home - selling a home can certainly be a challenge.

Parrish Services did replace a gas water heater in this home on February 8, 2011. The installation was inspected by Fairfax County on March 10, 2011, and the installation passed County inspection.
We have attached a screenshot of the approval, and any permit status in Fairfax County can be viewed here: http://www.fairfaxcounty.gov/fido/property/browser.aspx.
Please note the current "inspection" referenced by the homeowner was performed by a home inspector, not a County inspection official. This home inspector has no official standing in the County inspection process, and (s)he is reviewing a site where we performed work four years ago. While we have no way of establishing our installation wasn't altered in subsequent years, we can establish it passed inspection at the time of installation.
All this being said, codes are regularly updated, and it is always possible for work to meet the code at the time of installation but not meet the code at a later date. It is not a requirement the homeowner upgrade to meet the current code unless they are performing new work on the appliance. That is, just because the house is being sold does not mean it needs to be up to code (in fact, in our experience, most homes do not meet current codes).
In summary, our installation has passed inspection, and this installation labor warranty expired in 2011. If the homeowner would like additional work performed, there would be a charge. If the homeowner has concerns about the quality of the inspection performed four years ago, he would need to contact Fairfax County officials.
Thank you.

[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:
I actually have a document this company claims is the contract that they have emailed me with my signature on it that has been forged.. My name was signed by someone other than me..this company did not perform services stated in the contract and this company recommended that the product from [redacted]s would not serve my needs.. And yes I was under the impression that everything needed to install the original product was provided..your installer DID NOT SHOW ME HOW TO OPPERATE ANYTHING I paid for the service you did not deliver.. I paid for the extended service you refuse to deliver.. It is all in the supposed contract that has my forged name on it that your company emailed to me which is the "PROPOSAL".. I am left handed and could not have signed that paper.. I will provide proof of this upon request my signature has not changed in fifty years!!!! My name was forged.....it needs to be investigated...but of course this company will not check into it..forging signatures is a criminal act!!!!
Regards,
[redacted]

From: Mike B[redacted] Date: Fri, Jan 29, 2016 at 9:51 AMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>This customer in fact called and requested to cancel his contract in August of 2015. Parrish Services did continue to receive automatic payments from the...

customer until December 15th and Parrish refunded the customer $128.00 on December 15th . Please let me know if there is anything further I could do for this matter. Michael B[redacted] | Divisional ManagerParrish Services, Inc. | Always there for you!For 24x7 service, please call or visit us on the web

MY EXPERIENCE WITH THE PARRISH SERVICE COMPANY WAS OUTSTANDING. THE INSIDE CUSTOMER SERVICE REPRESENTATIVES AND STAFF WERE VERY HELPFULL AND FRIENDLY. MY TECHNICIAN WAS EXTREMLY KNOWLEDGEABLE WITH HIS TRADE AND COMPLETELY EXPLANIED MY PROBLEM, SOLUTIONS PLUS GAVE ME THE BOTTOM LINE COST OF MY REPAIR. I HIGLY RECOMMEND THE PARRISH SERVICE COMPANY AND DON'T THINK ONE WILL GO WRONG

[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:We did receive a bill from Parrish in the amount of $256.00 for the service.  I am attaching a copy of the image of the check from my check.   Regards,[redacted]