We're happy to hear your problem was resolved to your satisfactionRegarding the $fee, that is our trip charge during business hours for any customer who does not have a maintenance agreement with our companyThe fee is to send a licensed, insured, qualified, well-equipped technician to a customer’s home and to provide up to minutes of diagnostic timeWe communicate this information and gain agreement for the charge at the time of booking the call, and this call was no exceptionOur HVAC technicians are trained to work on all brands, including [redacted] In fact, we were for years a [redacted] Premier DealerWe have chosen to no longer install [redacted] , but we do still service the brandAs for diagnosing a problem, the trip fee did include up to minutes of diagnostic timeIn order to properly diagnose (as opposed to guess) which component was failing, the technician concluded it would take more diagnostic time than the minutesThis is not uncommon for this type of problemHowever, 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 replacementYes, we could have simply replaced one or both components without an actual diagnosis and fixed the symptomHowever, our objective is always to diagnose the problem, not just address symptomsWe 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 replacementAll that being said, we simply want you to understand our service approach and why we charge the way we doYou’ve been a customer in the past, and we don’t want you to ever be disappointed, so we will drop the chargeYou did not pay for the invoice at the time of service, so we will be crediting your account rather than processing a refundWe hope that is a satisfactory resolution to this issueThank you for taking the time to make us aware of your concerns
Any time a customer is unhappy with our service, we know we have failed - we strive for 100% satisfactionWe 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 calledWe waived our $trip fee for maintenance plan customers, so we always offer the plan at the time we book the callThe customer agreed to buy the plan and we did work on May While at the home, we found the system was running fine except for a dirty filterThe 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 movingBut after the check, the unit was running without a problem.On August 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 deckOur HVAC technician’s assessment was it looked like water entered the box and short circuited the wiresThis damaged box was not the new disconnect box from our outdoor unit installation; the new disconnect box was fused at the proper size, ampere During that same visit, our HVAC technician noticed two over-sized breakers in the main electrical panelOne was the circuit for the HVAC unit and the other was for a dryerWhile 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 themSo given the damage to the junction box (i.e., damage unrelated to our HVAC installation), the HVAC technician asked for an electrician to come outThe 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 dryerAs for an outline of services, charges, and refunds: The customer was originally charged for two breakers at our HVAC maintenance agreement price of $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 $to $ 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 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 $ On August 21, we refunded the $trip charge, as well On September 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 methodologyWe, 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 provideFor consistency and fairness we offer flat rate pricing; i.e., we do not charge time and materialsOur 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 themWe would normally as a courtesy provide that service during our HVAC installationGiven 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 saleTherefore, 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 servicesHowever, 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 attentionSo 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 chargeIf money is owed to the customer, we will process a refund payable in the same manner as the original paymentPlease 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
Parrish does all heat, AC, electrical and water service on my house and I am totally satisfied with all their work and recommend them to anyone needing service
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
Parrish Services repaired a faulty switch and the entire process from the initial phone call to installation was a pleasant experienceThe technician Nathan was both courteous and professionalThe response time and installation was prompt and the price was very competitiveI will definitely use Parrish Services again for any electrical needs and strongly recommend them
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.
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.
[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 needed emergency service for our generator and Parrish was a delightThe customer service was friendly and responsiveThe technician who came out was very friendly and was not only able to to the job efficiently but he explained things to me about the generator that I had not knownI was very impressed with the service from all fronts
We offer special package pricing to our customersThe price of a package is generally lower than purchasing each item individuallyWe are unable to itemize the pricing for our packages, however, we would be happy to revise the invoice and add more details about the work performed Per our phone conversation, we will edit the invoice and issue the refund of $ We’re sorry for the misunderstanding Thank you
[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] ***
Excellent ongoing service for semi-annual checks on air/heat systems plus addressing ongoing needs for "emergency" situationsGreat techs, wonderful office staff and onsite estimates for potential work
We are under no obligation to offer a minimum level of options, offer a minimum level of service, or explain our pricing At the time of the technician's visit, he offered two options that applied and gave the fixed prices for each You chose an option You authorized the work before we began We performed the work You owe the price agreed upon for the workThe options the COO emailed you were not applicable; that was a mistake we made by not first talking to the technician who explained that category of repairs did not applyWe don't intend to confuse the issue any more by further discussing options that weren't applicable or offered In the same letter we also explained: a) we don't offer 'no warranty'; and b) the difference in price in price is not due strictly to the warranty term We have answered all the questions, even if it may not have been to your satisfaction We are mailing to your home a check for the entire amount you paid for your Priority Service Plan, $It was in the mail today Thank you
[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] Complaint: [redacted] I am rejecting this response because: This company was obligated to show me how to use the water treatment which has not happened!!! I have emails from the company clearly showing that someone signed my name saying it was completed...they took payment matters into their own hands by forging my name on documents!! The installation process according to their terms was never completed because I was never shown how to work this thingThey came to install from ***s and talked me into buying something complicated with no instruction on usageI never contacted to shock anything I called to order salt and have someone check to see if this thing is working properly because my quality of water has not improvedAnd yes I feel as if I'm entitled a free house call to know how to work this thing they instated in my house I did not ask for free salt in fact I wanted to order the salt but I will not pay $for a service call when I did not receive the mandated instruction on usageThey kept telling me that the proposal(which is an estimate) is not the contract after asking repeatedly for a copy of the contract they sent me a copy of the proposal staing that is the contractThis company is out to scheme contracts from other companies under the guise of installing they take advantage of widows and older peopleThey have their employees forge names stating that the work was completed! That is not my signature on their paperwork!!! I am left handed and cannot sign like that if I wanted toI informed the company I would provide proof that it was not my signature that's when they declined to service my system Regards, [redacted]
We're happy to hear your problem was resolved to your satisfactionRegarding the $fee, that is our trip charge during business hours for any customer who does not have a maintenance agreement with our companyThe fee is to send a licensed, insured, qualified, well-equipped technician to a customer’s home and to provide up to minutes of diagnostic timeWe communicate this information and gain agreement for the charge at the time of booking the call, and this call was no exceptionOur HVAC technicians are trained to work on all brands, including [redacted] In fact, we were for years a [redacted] Premier DealerWe have chosen to no longer install [redacted] , but we do still service the brandAs for diagnosing a problem, the trip fee did include up to minutes of diagnostic timeIn order to properly diagnose (as opposed to guess) which component was failing, the technician concluded it would take more diagnostic time than the minutesThis is not uncommon for this type of problemHowever, 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 replacementYes, we could have simply replaced one or both components without an actual diagnosis and fixed the symptomHowever, our objective is always to diagnose the problem, not just address symptomsWe 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 replacementAll that being said, we simply want you to understand our service approach and why we charge the way we doYou’ve been a customer in the past, and we don’t want you to ever be disappointed, so we will drop the chargeYou did not pay for the invoice at the time of service, so we will be crediting your account rather than processing a refundWe hope that is a satisfactory resolution to this issueThank you for taking the time to make us aware of your concerns
Any time a customer is unhappy with our service, we know we have failed - we strive for 100% satisfactionWe 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 calledWe waived our $trip fee for maintenance plan customers, so we always offer the plan at the time we book the callThe customer agreed to buy the plan and we did work on May While at the home, we found the system was running fine except for a dirty filterThe 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 movingBut after the check, the unit was running without a problem.On August 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 deckOur HVAC technician’s assessment was it looked like water entered the box and short circuited the wiresThis damaged box was not the new disconnect box from our outdoor unit installation; the new disconnect box was fused at the proper size, ampere During that same visit, our HVAC technician noticed two over-sized breakers in the main electrical panelOne was the circuit for the HVAC unit and the other was for a dryerWhile 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 themSo given the damage to the junction box (i.e., damage unrelated to our HVAC installation), the HVAC technician asked for an electrician to come outThe 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 dryerAs for an outline of services, charges, and refunds: The customer was originally charged for two breakers at our HVAC maintenance agreement price of $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 $to $ 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 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 $ On August 21, we refunded the $trip charge, as well On September 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 methodologyWe, 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 provideFor consistency and fairness we offer flat rate pricing; i.e., we do not charge time and materialsOur 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 themWe would normally as a courtesy provide that service during our HVAC installationGiven 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 saleTherefore, 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 servicesHowever, 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 attentionSo 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 chargeIf money is owed to the customer, we will process a refund payable in the same manner as the original paymentPlease 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
Parrish does all heat, AC, electrical and water service on my house and I am totally satisfied with all their work and recommend them to anyone needing service
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
Parrish Services repaired a faulty switch and the entire process from the initial phone call to installation was a pleasant experienceThe technician Nathan was both courteous and professionalThe response time and installation was prompt and the price was very competitiveI will definitely use Parrish Services again for any electrical needs and strongly recommend them
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.
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.
[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 needed emergency service for our generator and Parrish was a delightThe customer service was friendly and responsiveThe technician who came out was very friendly and was not only able to to the job efficiently but he explained things to me about the generator that I had not knownI was very impressed with the service from all fronts
We offer special package pricing to our customersThe price of a package is generally lower than purchasing each item individuallyWe are unable to itemize the pricing for our packages, however, we would be happy to revise the invoice and add more details about the work performed Per our phone conversation, we will edit the invoice and issue the refund of $ We’re sorry for the misunderstanding Thank you
[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] ***
Timely service, fixed the problem the first time
An outstanding company, very professional, fast response and service, I am very glad to have located them to fix an urgent plumbing problem
Excellent ongoing service for semi-annual checks on air/heat systems plus addressing ongoing needs for "emergency" situationsGreat techs, wonderful office staff and onsite estimates for potential work
Great technicians
We are under no obligation to offer a minimum level of options, offer a minimum level of service, or explain our pricing At the time of the technician's visit, he offered two options that applied and gave the fixed prices for each You chose an option You authorized the work before we began We performed the work You owe the price agreed upon for the workThe options the COO emailed you were not applicable; that was a mistake we made by not first talking to the technician who explained that category of repairs did not applyWe don't intend to confuse the issue any more by further discussing options that weren't applicable or offered In the same letter we also explained: a) we don't offer 'no warranty'; and b) the difference in price in price is not due strictly to the warranty term We have answered all the questions, even if it may not have been to your satisfaction We are mailing to your home a check for the entire amount you paid for your Priority Service Plan, $It was in the mail today Thank you
[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] Complaint: [redacted] I am rejecting this response because: This company was obligated to show me how to use the water treatment which has not happened!!! I have emails from the company clearly showing that someone signed my name saying it was completed...they took payment matters into their own hands by forging my name on documents!! The installation process according to their terms was never completed because I was never shown how to work this thingThey came to install from ***s and talked me into buying something complicated with no instruction on usageI never contacted to shock anything I called to order salt and have someone check to see if this thing is working properly because my quality of water has not improvedAnd yes I feel as if I'm entitled a free house call to know how to work this thing they instated in my house I did not ask for free salt in fact I wanted to order the salt but I will not pay $for a service call when I did not receive the mandated instruction on usageThey kept telling me that the proposal(which is an estimate) is not the contract after asking repeatedly for a copy of the contract they sent me a copy of the proposal staing that is the contractThis company is out to scheme contracts from other companies under the guise of installing they take advantage of widows and older peopleThey have their employees forge names stating that the work was completed! That is not my signature on their paperwork!!! I am left handed and cannot sign like that if I wanted toI informed the company I would provide proof that it was not my signature that's when they declined to service my system Regards, [redacted]
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
Very good Customer Service and very professional Will continue to do business with in the near future Highly recommend this company
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