Parrish Services, Inc

Review: Dispute over a ho[redacted] call charge:

1. We received an e-mail in January, 2009 from Parrish informing us that Parrish has merged business with [redacted] ([redacted], the company originally installed the HVAC units for us in 2008). The email sent by Parrish’s Territory Manager stated "[redacted] has merged with Parrish Services and we are honoring all maintenance contracts held by [redacted] customers..."

2. Since then, Parrish has been our HVAC service provider.

3. However, when there was a water leak from the attic unit this past summer, Parrish said that it was from an incorrect installation of the condensation lines by [redacted] (that Parrish never mentioned or detected before). When asked about why the “installation problem” was never detected, Parrish said that it’s not their responsibility -- they now said they never merged business with [redacted] and therefore is not liable for the incorrect installation. Also, when asked why the unit had been functioning fine since 2008, Parrish couldn't give a satisfactory answer. Parrish gave an estimate of $800 for correcting the installation by putting in an additional condensation line that should have been installed by Utility Service (the company Parish’s merged with) to begin with. We had a problem with the whole situation and told them we would need to look into it. Parrish’s then wanted to collect a coming out charge of $106. We refused to pay and told him that we would need to look into it.

4. We then got another technician to come to look at the problem. The technician said there should have been installed with the backup line, but the problem at hand was because the line was the clogged in the U trap. He cleaned the clog and resolved the problem.

5. We talked to Parrish that we don’t think we should be charged for this house call because they did not resolve the clog and they should be responsible for the mis-installation as described above.

6. To resolve the charge dispute, we contacted Parrish at least 6 times with phone calls and phone messages to the business manager and the billing department. All except our first call with the business manager and one call with the billing department, the business manager was always not available and no one returned our messages.

7. We got repeated calls from Parrish’s debt collector. We also got calls from Parrish twice on Sunday around 10 AM and the caller sounded they had no knowledge of the messages we left with Parrish, i.e. she had no knowledge of our requests of call-back.Desired Settlement: 1. Waive the house call charges.

2. Work out a reasonable and acceptable solution to fix the installation problem.

Business

Response:

Dear [redacted]. **:

We have responded to your Revdex.com complaint as follows:

Complaint [redacted]

Below is the text of the complaint along with our responses to the points.

We received an e-mail in January, 2009 from Parrish informing us that Parrish has merged business with [redacted] ([redacted], the company originally installed the HVAC units for us in 2008). The email sent by Parrish’s Territory Manager stated "[redacted] has merged with Parrish Services and we are honoring all maintenance contracts held by [redacted] customers..."

* Parrish Services did not “merge” with [redacted] (it was a poor choice of words from the ex-owner of [redacted]). When [redacted] went out of business, Parrish purchased a phone number that had once belonged to [redacted]. For the benefit of [redacted]’s existing customer base, Parrish did agree to honor [redacted]’s maintenance agreements; that meant Parrish provided maintenance services for those [redacted] customers who still had pending maintenance appointments (i.e., they had already paid for the service). It did not mean Parrish warrantied [redacted]’s work or provided fee-based services for free. Subsequently Parrish has had many complaints about their shoddy work, but those complaints cannot be directed to Parrish.

Since then, Parrish has been our HVAC service provider. However, when there was a water leak from the attic unit this past summer, Parrish said that it was from an incorrect installation of the condensation lines by [redacted] (that Parrish never mentioned or detected before). When asked about why the “installation problem” was never detected, Parrish said that it’s not their responsibility -- they now said they never merged business with [redacted] and therefore is not liable for the incorrect installation. Also, when asked why the unit had been functioning fine since 2008, Parrish couldn't give a satisfactory answer. Parrish gave an estimate of $800 for correcting the installation by putting in an additional condensation line that should have been installed by Utility Service (the company Parish’s merged with) to begin with. We had a problem with the whole situation and told them we would need to look into it. Parrish’s then wanted to collect a coming out charge of $106. We refused to pay and told him that we would need to look into it. We then got another technician to come to look at the problem. The technician said there should have been installed with the backup line, but the problem at hand was because the line was the clogged in the U trap. He cleaned the clog and resolved the problem. We talked to Parrish that we don’t think we should be charged for this house call because they did not resolve the clog and they should be responsible for the mis-installation as described above.

* Parrish neither performed nor guaranteed the work performed by [redacted]. As for the $106, that is a trip charge that is due regardless of diagnosis. The customer agrees to pay the charge when they placed the service call, and they are now breaking their oral contract by not paying the fee. We record all of our calls, so we can establish the homeowner agreed to pay this charge. Lastly, the company following Parrish agreed the installation was poor, so we offer that as evidence our technician properly diagnosed the problem. While there may have been an additional problem with the current clogged line, it is our responsibility as a contracting professional to make the owner aware of an improper installation. Clogged lines are the reason that backup lines are part of a proper installation.

To resolve the charge dispute, we contacted Parrish at least 6 times with phone calls and phone messages to the business manager and the billing department. All except our first call with the business manager and one call with the billing department, the business manager was always not available and no one returned our messages. 7. We got repeated calls from Parrish’s debt collector. We also got calls from Parrish twice on Sunday around 10 AM and the caller sounded they had no knowledge of the messages we left with Parrish, i.e. she had no knowledge of our requests of call-back.”

* While we agree the responsiveness may be poor, we have informed this customer of our position and do not intend to allow other employees to spend time on this collection issue. That is why calls have gone unanswered. We are paying a debt collector to handle this matter given it is a clear case of non-payment.

Thank you,

Parrish Services

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

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 were very pleased with the service received from Parrish Services. The tech was very polite and knowledgeable and did an outstanding job.

Review: I had submitted a form online to request an estimate for electrical work for my home. A service representative emailed me back to schedule an appointment for an estimate and when the date arrived, the electrician provided an estimate for the work. As he was leaving he asked if I was told about a $106 charge for an estimate to be performed. I told him that I had not and he said that he would have it waived. The estimate that I had received seemed high, so I decided not to use Parrish Services. A few weeks later, a bill arrived in the mail for $106 for the estimate performed. There was no clear indication that there would be a $106 charge for an estimate to be performed.Desired Settlement: The $106 service fee should be waived because:

1) there was no CLEAR indication that there would be a fee. The representative should have written in the email that there was going to be a fee for an electrician to visit

2) there was no SERVICE performed. The electrician looked at the work areas and consulted a book with fixed prices for specific issues. There was no expertise needed to estimate prices.

3) the representative should have been able to give an estimate over the phone/email without the need for an electrician to visit the house because the prices cited were from a fixed price guide.

Business

Response:

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.

Consumer

Response:

[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.]

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,

Lucinda, who took my request for service was friendly and professional.
Stan, the technician, was knowledgeable, professional and personable.

The Work Man had such a positive attitude and was in such a good mood. I know he could tell I really didn't want him here and didn't want to have to deal with him and what he needed to do. But he kept a positive attitude with my grumpy one and convinced me that what he needed to do would be in my best interest!! So off we went throughout the entire house checking all of the faucets and plumbing.

Review: I have [redacted] warranty and parish came to give me a second opinion on why my AC was not cooling well. They sent their top technician [redacted]. He came and checked everything and said all is well with a unit and despite what [redacted] recommendation I do not need any freon. BUT.... He said that " I have mold on my inside unit and coil and furness". He showed me some blurry pics and gave me a full lecture on how dangerous this is for me and my 2 little kids. He offered a solution by installing a UVC light to kill the mold at a cost of $1600. However if I do it right there and then then he could drop it to $1400. Needless to say I got very scared. I asked him if he could clean it and then I could install it later cause $1400/$1600 is a lot of money. He said no he has to do all in same day. I decided to research this a and told him I will contact him later.

Same day I called an old tech I worked with before and asked him to come and see and give me another estimate. He came the next day and by then my AC, that [redacted] had checked and had NO issues except mold, had stopped working. So when my tech came we had to shut down the system to let it de-ice before he could do anything. The next day he came back and realized that my freon was low and I had NO mold anywhere to be found. I paid this guy $75 for the check and called [redacted].

I told them the issue and they suggested we ask [redacted] to come back and add freon. [redacted] sent in a great tech. He added one pound of freon and checked they system for mold again. Nothing was fund......

I had my air ducts cleaned by [redacted] today and they also confirmed NO mold. That why I decided to do this report.

The Tech from PARISH was a scammer. He told me he will send me a service ticket via email with his findings before he left. He NEVER did. I usually never take the time to do reports because I think in this bad economy no one should lose their job. But [redacted] deserves it. He was willing to take $1400 from me and the mouth of my kids for something that was not needed while making me scared about the health of my kids. Not cool man. Not cool at all.Desired Settlement: Employee be reprimanded for scamming clients. Parrish Services do a better screening his employees and of quality control.

Business

Response:

We're sorry **. [redacted]'s felt our technician was not honest with her. Given she solicited five opinions ([redacted] Temp #1, Parrish Services, "old tech," [redacted] Temp #2, and [redacted] duct cleaner), we can understand how all this information could have been confusing, perhaps scary, and even contradictory.

**. [redacted] raised a number of points, so we would like to make a few clarifications and observations:

Parrish was sent to this home by [redacted]. Billing Department invoiced the our customer, [redacted], not **. [redacted].

The problem on the call was stated as, "12 year old unit running constantly and not reaching temperature on thermostat on heat or cool - check and advise." Our instructions from [redacted] were to give a second opinion following another (in our professional opinion, reputable) company.

Parrish was then advised by the homeowner they had purchased a new thermostat and that the improper installation of the device might be the problem.

The system was a gas furnace and AC, not a heat pump. Many things can cause intermittent problems such as: sticking contactors; low voltage wires with a sporadic short; or a faulty (or improperly installed!) thermostat. Low refrigerant levels, as well as other problems, could have caused the icing. And of these problems could have been apparent on one day and not another. On the day of this call, the temperature was 60 degrees at the time of our visit. That temperature is not high enough for any technician to properly determine an AC unit’s charge.

The fact Freon was added is not evidence the system was inadequately charged, and even change in daily temperatures can affect the charge. If, however, the homeowner had been operating the system with inadequate Freon levels, the system would not be dehumidifying as designed, and mold would be even more likely to develop.

On the invoice, our diagnosis in the technician notes portion of the invoice says, "[[Tech #[redacted] - [redacted] Service Date: 05/02/2013]] No faults found."

On the invoice, there is a recommendation section. The technician recommendations were, "Whole house uv sterilizer $1650."

We are not trained mold inspectors or remediation experts. We do, however, have training in residential mechanical systems (HVAC, plumbing, and electrical) and potential health issues, including indoor air quality. Our staff is trained to never use the word "mold" (we do use "biological growth"), so we apologize if our technician did use that word.

We routinely offer products and services based on observations in the home and conversations with customers. Making appropriate recommendations is a professional responsibility of a properly licensed and trained HVAC technician, plumber, or electrician. Detailed information about mold, its causes, and its relation to HVAC and duct work are well-documented. An overview has been created by the U.S. E.P.A. here: http://www.epa.gov/mold/moldguide.html

[redacted]s have mold (see the link above), and anyone (unless they were a certified mold inspector) who would tell a homeowner there is "no" mold is being unprofessional and irresponsible. With respect to the duct cleaner's opinion, a duct cleaner does not access the same subsystems (e.g., the coil) to which our technician was referring, and they have no specialized mold training (http://www.searsclean.com/AirDuctCleaning.aspx)

All Parrish employees undergo background checks, driving history checks, and initial and ongoing drug screening. We conduct paper audits, field reviews, and customer satisfaction surveys. We thoroughly vet every employee at Parrish, and we demand professional, high quality, and ethical behavior from all of our team.

We appreciate the feedback provided by **. [redacted]. However, it would be inappropriate for Parrish to comment on any personnel related action. Since **. [redacted] is not our client and she did not request any settlement, we consider this matter resolved.

Thank you.

Review: Annual service check of ac system under a maintenance agreement led to 2 additional billings, one of which we paid for and the other one which we are disputing. The technician charged for cleaning the system which is covered under the service agreement and then failed to find an apparent leak then came back less than a week later for additional work. The initial bill of $286 was poorly itemized and the second bill of $387 was not itemized at all. We have sent 2 complaints and have included all email documentation. The last formal complaint was sent on Friday, July 19 2013. I would like to send the Revdex.com this last email with the full background, if you would kindly send me the name and email of the person to whom it should be sent.Desired Settlement: We do not want to pay this last bill of $387 as we believe that the company did not itemize the bill and that the costs were excessive.

Business

Response:

We apologize to **. [redacted] for the poor service experience. Even in our busiest of seasons, we strive to deliver excellent service to every customer, and we have failed in this case.

We did receive notice **. [redacted] was dissatisfied. Several people in our office from both our technical staff and our accounting staff have tried to contact **. [redacted] to determine the nature and extent of the problem. In somewhat abbreviated discussions with her, we have been unable to establish even the scope of the problem, much less a proper resolution, so we welcome this opportunity to resolve the matter.

The technician notes from our invoices were as follows:

[[Tech #[redacted] - [redacted] Service Date: 05/28/2013]]. Cool check. Added 2 Lbs R22. Washed filter. System operating properly at this time . $268

[[Tech #[redacted] - [redacted] Service Date: 06/04/2013]] System was low on charge again . Did electronic leak test. Detected leak at king valves corrected. Insulated txv bulb. System operating properly at this time . $387

On our first visit, we found the system low on refrigerant (R22). We added refrigerant, washed the filter, and left the unit operational.

We then received a second call. On the second visit, the system was low on refrigerant again, so we added refrigerant. In addition, we found: 1) a leak at a king valve; and 2) a thermal expansion valve (txv) that was not well insulated.

While it is possible the king and thermal expansion valve issues were not present during the initial visit, we think it is unlikely. We believe our technician should have spotted the potential problems, corrected them, and charged for those repairs during the first visit.

Customers have many providers from which to choose, so we always ensure our pricing is in line with the market. However, there is no requirement to convince a customer our costs are not "excessive," and there is no need to document charges to a specified degree. So despite the opinions expressed, when we perform work in the home, we are entitled to be paid in full at the time of service.

All that being said, we do believe we should have caught all problems on our first visit, and we have inconvenienced **. [redacted] and her tenant by making a second visit necessary. In consideration of these circumstances, we are willing to waive the entire $387.00 charge. We apologize for the technical failure on our part and for the resulting unsatisfactory experience.

Based on **. [redacted]'s expressed desired outcome, we trust this resolves the issue.

Thank you.

Consumer

Response:

[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.]

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

Thank you for helping us with this matter.

Regards,

Review: Service tech was dispatched to repair a problem with the sump pumpThe tech provided quotes for the repair to my wifeNo itemized bill was ever presentedWhen requested by the company they stated that tehy do not provide that informationThey offered several repair choices but only two were presented to my wife and the cheapest repair was not offeredWe were charged $for what amountes to $parts and 2-hours labor
Repeated email requests made to the company they are ignoring the requests for resolution.Desired Settlement: Courtesy of a response from management
Acknowledgment of unclear billing practices
Itemeized bill for the repair
Comparison to what would be done under "quick repair"
Pricing adjustment back to Quick repair level which was never provided to me
Business
Response:
Our technician was dispatched to the home on June 17, with a customer concerned about a sump pump running constantly and overheatingThe technician met with the homeowner, [redacted], and presented his findingsThe technician found main sump pump running nonstop due to a bad motorThe back up pump was not workingThe homeowner requested her husband, who was not home at the time, be included via phone callThe technician explained to both homeowners his findings and gave two custom options for repairs, one at $(which is a Priority Service Plan price of 15% off) with a 1year warranty and one for $(also a service plan price) with months warranty parts and laborThe homeowner choose the months warranty option and gave the authorization for the workWe installed a Propak Zoeller sump pump and battery backup in basementCustomer signed the digital work order and made payment that included a Parrish gift card of $
After completing work and accepting payment, we capture electronically the customer's signature and email the invoiceAll this was done at the time of service
After the repair was completed, [redacted] contacted one of our customer service representatives questioning the bill and asking for a "no warranty" option and a refund of the difference between that option and what he choseWe responded the same evening, via email, and answered all of the questions raisedWe explained we do not ever offer a "no warranty" option and (mistakenly) gave him pricing for a set of standard repairs that were similar, but not equal to, the custom work that had been performedWhile this bit of information was inaccurate, we had already explained the options and the pricing at the time of service
As for the prices of the repairs, like most well-established mechanical contractors, we do not charge by the hourThat methodology is outdated and used primarily by sole proprietors and other very small businessesWe offer flat rate pricing for consistency and fairnessWe give firm prices up front, and we charge that quoted price regardless of whether the work takes minutes or weeksThis way, a customer is not paying the price for a technician attempting to pad hours or for a trainee to take a long time on a repairThe customer has the option of accepting or declining the work before any fee is charged, so there are no surprises
In this case:
· the homeowners were offered all options appropriate for their system failure;
· the work was explained at length at the time of service;
· the fixed prices were given with the explanation; and
· the repairs were authorized by the homeowner
Accordingly, we will not offer a refund of this workWe have attached a copy of the invoice that includes the description of work and parts replaced
In the interest of customer satisfaction, we are happy to cancel without penalty the Priority Service Plan and refund any plan paymentsWe will honor the Priority Service Plan pricing, though, and will not adjust the billing to reflect the higher price
Linda C[redacted]
Chief Operating Officer
Parrish Services, Inc
direct: [redacted]
Connect with me on [redacted]
follow us on [redacted]
Consumer
Response:
[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]
Review: [redacted]
I am rejecting this response because:

All personnel at Parrish were very professional - prompt and pleasant. That said, I was stunned by the cost - to snake a kitchen sink drain - on a Saturday - $532 - the job start to finish took less than one hour. I understand one must expect to pay a premium for weekend calls but apparently the snaking itself was over $300. I selected Parrish because they installed my stand by generator and I had been impressed by their service. I definitely would not use again for plumbing and would not recommend for plumbing. Aside from the generator I have not used for other service.

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 :)

excellent job

Review: Was quoted a price over the phone, after much time when I explained what services I needed doneThe guy wanted to sell me a warranty for a year at the time of my call inHe explained to me how it works and I stated I had my own parts so he explained that part over to meWhen I was not comfortable purchasing this warranty prior to me having services done, I ask if I could still purchase it at the time of the work being done at the appointmentThe Guy told me that I couldI made the appointment based on the guy telling me that all I would have to pay at the home visit was $I found this price to was fare and reasonable within the open market structure for the purchase of the warranty and service(Especially because I already had the parts.) Although he tried to get me to pay this over the phone before the guy coming out I said well I will purchase it at the time of the appointmentHe assured me that I can do that and since I already had my replacement parts, that's all I would be charged for the days visit
A Guy came to my door with what appeared to be a new binder book in hand and proceeded to tell me that the days cost for what I needed done would be approximately $+ Plus parts
I stated I have the ‘parts' why is this price so much more from what the guy quoted me on the phone who scheduled the appointment with me?
The guy tells me that the people answering the phone cannot quote you a price, only the technicians can
I told the guy I was quoted $for a plumbing warranty that takes care of the service; + any parts neededAnd Since I had my parts it would only to be $for me to pay for the visit
I could pay this cost so I made an appointment
I explained that his cost is not what the guy at the company quoted meWhen I said this to him I noticed he appeared agitated and told me that the office can't provide price quotes
I explained that all I planned to pay today was the $because I already had my parts
This guy tells me that he has to call the office and they need to play back the tape of my phone conversationI told this guy well that's fine they do need to do that
To see what the man said to meThe guy tells me again that they would have to pull the phone call and get back with me after reviewing it
Then when I told this guy to do that he acts like I am not telling him the truth and as he starts turning around at my door he sarcastically tells me "I guess there's nothing going to be done here today"
I later had the same two services done for the price of $total services were done by a certified plumberYour company cost quoted to me on the day of over $to do the job this was way out of the ballpark
Right before a holiday you were trying to clean up on prices
OVERCHARGES PRICESDesired Settlement: WRITE MY ACCOUNT CLOSED AND QUIT NEVER CONTAC ME AGAIN
Business
Response:
When the homeowner called (call recording [redacted]), our customer service representative spent minutes explaining our prices and booking the callHe explained: 1) our $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")

Do not recommend. It has been a struggle to get the work completed due to multiple appointment reschedules for various reasons on Parrish's side (ex. didn't bring the part needed for the install even after having them out to inspect/provide a quote & electrician had to attend a work meeting and couldn't make the rescheduled appt). After the work was finally done, the county inspector could not grant a permit since the electrical work was not done to code. I do not recommend this company and will not be a return customer. What should have been 3 total appointments between Parrish and the county inspection is now up to 6 appointments. I also had to call and remind Parrish to schedule the county permit inspection weeks after the work was complete. Parrish claimed the electrician did not tell them the job was complete which is why they had not contacted the county. I do not know how work can be done by the electrician and the office have no idea that it was completed even after I paid in full. Where is the communication? This has been a very frustrating series of events to say the least.

Review: A service plan was purchased through the company to provide preventative maintenanceThe service provider thought that there may be a leak in the system but wasn't sure and stated that I should watch it for a month and if there was a leak I would notice it after that time and the system would probably be emptyYearly the company comes out and tests Freon levels in the system testing both high and low sides which results in a to 3oz loss of Freon per checkThe system is now low on Freon from the company preforming these checksI contacted the company and they refused to help stating that it is a consumable and part of doing business but for $they will refill the FreonThe manager that returned my call was rude and inconsiderate to me as a consumer and refused to assist me any furtherI then asked to have my service plan cancelled immediately and for a confirmation E-mail, he refused to give me any confirmation other than verbal over the phone and then hung up on me.Desired Settlement: I would like the lost Freon from the checks replaced at no cost to me as I have paid for service that was actually causing the problem and I would like a written and verbal apology from the company for the actions of the customer service manager
Business
Response:
[redacted] has a Priority Service Plan for his heat pump, and we performed routine maintenance at this address on the following dates:
09/03/
04/26/
02/01/
06/12/
12/29/
01/14/
06/05/
06/13/
On the previous checks, there was no evidence of any system failureOn the most recent visit, however, our technician found multiple problems that included a leak at the heat pump's service valveThe system was already exhibiting signs of low refrigerant; specifically, frost was forming on the unitGiven the prior service history and the current condition, the technician determined a leak had developedHe recommend repairing the leak at the service valve, adding refrigerant, and replacing a capacitorHe advised (in writing) the system was already frosting and would not keep up on hot day
[redacted] then spoke with our HVAC Service Manager on July 8, at 16:for twelve minutesThe manager did explain to [redacted] that supplying adequate refrigerant is the responsibility of the system owner; i.e., the heat pump is a closed system, and adding refrigerant is not a regular or included maintenance activity
[redacted] was not satisfied with the response and asked to have his contract cancelledThe manager agreed and complied by sending an email request to the Billing DepartmentBecause the discussion took place after our Billing Department was closed, the contract was cancelled and time stamped the following business day, July
As [redacted] has said, he contracted with Parrish Services to perform routine maintenance for his system, and checking refrigerant levels is a regular diagnostic process for both a heat check and a cool checkIt was his prerogative to forego having the refrigerant levels checked if he believed large amounts of refrigerant were going to be dispersed in the processThat being said, Section of the Clean Air Act of prohibits individuals from intentionally venting refrigerants into the atmosphere, and all Parrish Services heating and air conditioning technicians hold U.SEPA Type I and Type II certificationsThe technicians are trained in and comply with all refrigerant venting regulationsAdditionally, the EPA stipulates, "Small releases of refrigerant that result from purging hoses or from connecting or disconnecting hoses to charge or service appliances will not be considered violations of the prohibition on ventingHowever, recovery and recycling equipment manufactured after November 15, 1993, must be equipped with low-loss fittings." Parrish Services complies with all relevant Section rules, including the use of equipment with low-loss fittings
Expecting Parrish to replace refrigerant would be analogous to expecting an auto mechanic to replace a quart of oil after testing the oil levels several times with a dipstickWe are not providing refrigerant at no charge, but we would be willing to return for a follow up visit without the regular $trip charge if [redacted] would like to have the repairs performedAnd because the service plan was cancelled, a charge would be have been due for the maintenance visit, but we opted to waive that fee
I apologize if [redacted] felt he was treated rudely by our manager, and we will be happy to apologize personally; we will note his file, and at his convenience he may call and ask for one of the owners
Linda C[redacted]
Chief Operating Officer
Parrish Services, Inc
direct: [redacted]
Connect with me on [redacted]
follow us on [redacted] has a Priority Service Plan for his heat pump, and we performed routine maintenance at this address on the following dates:
09/03/
04/26/
02/01/
06/12/
12/29/
01/14/
06/05/
06/13/
On the previous checks, there was no evidence of any system failureOn the most recent visit, however, our technician found multiple problems that included a leak at the heat pump's service valveThe system was already exhibiting signs of low refrigerant; specifically, frost was forming on the unitGiven the prior service history and the current condition, the technician determined a leak had developedHe recommend repairing the leak at the service valve, adding refrigerant, and replacing a capacitorHe advised (in writing) the system was already frosting and would not keep up on hot day
[redacted] then spoke with our HVAC Service Manager on July 8, at 16:for twelve minutesThe manager did explain to [redacted] that supplying adequate refrigerant is the responsibility of the system owner; i.e., the heat pump is a closed system, and adding refrigerant is not a regular or included maintenance activity
[redacted] was not satisfied with the response and asked to have his contract cancelledThe manager agreed and complied by sending an email request to the Billing DepartmentBecause the discussion took place after our Billing Department was closed, the contract was cancelled and time stamped the following business day, July
As [redacted] has said, he contracted with Parrish Services to perform routine maintenance for his system, and checking refrigerant levels is a regular diagnostic process for both a heat check and a cool checkIt was his prerogative to forego having the refrigerant levels checked if he believed large amounts of refrigerant were going to be dispersed in the processThat being said, Section of the Clean Air Act of prohibits individuals from intentionally venting refrigerants into the atmosphere, and all Parrish Services heating and air conditioning technicians hold U.SEPA Type I and Type II certificationsThe technicians are trained in and comply with all refrigerant venting regulationsAdditionally, the EPA stipulates, "Small releases of refrigerant that result from purging hoses or from connecting or disconnecting hoses to charge or service appliances will not be considered violations of the prohibition on ventingHowever, recovery and recycling equipment manufactured after November 15, 1993, must be equipped with low-loss fittings." Parrish Services complies with all relevant Section rules, including the use of equipment with low-loss fittings
Expecting Parrish to replace refrigerant would be analogous to expecting an auto mechanic to replace a quart of oil after testing the oil levels several times with a dipstickWe are not providing refrigerant at no charge, but we would be willing to return for a follow up visit without the regular $trip charge if [redacted] would like to have the repairs performedAnd because the service plan was cancelled, a charge would be have been due for the maintenance visit, but we opted to waive that fee
I apologize if [redacted] felt he was treated rudely by our manager, and we will be happy to apologize personally; we will note his file, and at his convenience he may call and ask for one of the owners
Linda Couch
Chief Operating Officer
Parrish Services, Inc
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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.

Customer representatives were courteous and timely. Technician explained problem thoroughly and offered alternatives to the solution.

Review: Wed 1/8 – The icemaker value to our refrigerator came out and started to flood the kitchen. We happened to be in the kitchen and immediately turned off the water main. That evening, we called made an appointment with Parrish for the next day.

Thu 1/9 – Plumber [redacted] installed a new ¼” icemaker valve and hose. He confirmed that the work passed all of the tests and that the work was covered by Parrish’s 90 day warranty. We were billed $304.00 for the work. We asked if the recent cold weather was a factor. [redacted] emphatically stated that weather was not a factor and that the part was installed correctly. He showed us how the nut on the compression stop vale was not screwed on straight. The text of our email invoiced described the work and confirmed the 90 day warranty.

[[Tech #[redacted] - [redacted] Service Date: 01/09/2014]]installed new 1/4" icemaker valve and hose. Tested all work job complete. 90 day warranty. $106.00 svc call $198.00 valve replacement. Total $304.00 Invoice# [redacted]

Sat 1/25 – Just two weeks later, the valve came off again at 2:30AM in the morning. We investigated the sound of the valve coming off and found the kitchen flooded again. We shut off the water main, but not before water was pouring down from three of the can lights in the ceiling. We called Parrish again and plumber [redacted] replaced the valve. [redacted], like [redacted] before, stated that these values never come off. But, [redacted] contradicted [redacted] in saying he guessed that weather was a factor. I did not pay the bill stating that it was covered under the 90 day warranty. I have to believe that a part failure that quickly is the result of poor workmanship. Due to this poor work, our basement ceiling drywall must be replaced.

Fri 1/31 – I traded voicemails with managers at Parrish throughout the week and finally talked to someone live. I think it was [redacted] and she was extremely rude and dismissive. [redacted] stated that the second plumber determined the cause was weather related. She stated that she had not talked to the first plumber, who assured us the issue was incorrect installation. When I pressed her to talk to the first plumber, she refused and stated that she couldn’t do that. I asked why and she said it was a personnel issue. She also refused to send any documentation on their 90 day warranty. I can only conclude that Parrish is trying to hide something by refusing to talk to their employees or share documentation of their 90 day warranty.

Thu 2/6 – Incredibly, we received a bill for $318 for the services on 1/25. I called Parrish again ([redacted]?) to see why we received a bill and if they had talked to the first plumber. Once again, the employee was very rude. She even stated that it had been a long day and if I didn’t have any new information to discuss, I should stop wasting her time.

Unlike when we needed emergency service, I have had time to research Parrish’s quality and reputation. I was not surprised to see that of the 82 Revdex.com accredited plumbers in the DC Metro area, Parrish has the third most complaints. Parrish has 31 complaints in the past three years and are only behind [redacted] and [redacted] (55) and [redacted] (33). The average number of complaints over three years is just two. I am surprised that the Revdex.com continues to give Parrish accreditation. Parrish has an excessive number of complaints compared to their peers.Desired Settlement: At a minimum, I want Parrish to void our $318 bill per their 90 day warranty.

Business

Response:

Thank you for the opportunity to formally respond to the homeowner’s concerns.

Parrish Services customer service was wonderful. The electrician arrived soon after my call, fixed the problem right away, explained what caused the problem and answered all my questions. I would hire their services again.

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.