Thank you for the opportunity to respond to your concerns about [redacted] ***’s service callWe would like to clarify a few points first since the “consumer” who filed this report ( [redacted] ***) was not our customer and because he was not present for either the booking or the service callWe did receive a request for service and visited [redacted] ***’s home the following morningThe technician found the following and reported this information on his job summary: “Arrived and found year old toilet in hall bath with both tank to bowl bolts both rusted awayAlso found the shut off for the toilet is seized in the on positionWent to basement storage room and tried to turn main shut off and it is seized in the on position as wellExplained to homeowner that she needs to coordinate building shut off with condo association so I can come back and replace main shut off, replace shut off for toilet and replace toilet...” [redacted] ***’s assessment of the rusted bolts is consistent with the technician’s observationOur technician did not say the toilet was “too old to be fixed,” but given the advanced age of the equipment and the time it would take to buy the original equipment parts, he recommended replacementHe also recommended replacement of the valves, and our customer agreed with his approachSo in order to replace the main valve, water to the rest of the building needed to be shut off [redacted] then opted to visit his mother’s home and assess the situationHe states here he was able to repair the toilet and turn the valvesHowever, as professional, licensed mechanical contractors, we are held to a higher standard than a “do-it-yourselfer” such as [redacted] ***Given the age of the toilet, the bolts, and the valves, it was VERY likely the equipment would break when pressure was appliedHad the valve(s) broken, we could have left multiple residents with flooded units, no running water, or bothAs professionals, we are never in a position to take that riskWhile [redacted] ***’s actions had a good outcome, they would have been considered VERY irresponsible for professional plumbersAnd while ultimately [redacted] made minimal repairs, those repairs addressed only the most obvious symptom; they did not correct underlying problemsAs explained during our call booking process, we charge a $trip charge for every service call during regular business hoursWe do waive that trip charge under the following circumstances: a) when the trip is for an estimate and we perform recommended work; b) when customers have a service agreement in effect; or c) when homeowners choose another contractor to do the recommended work (in fact, we refund 110% when they choose another contractor)Since none of these conditions apply, we did charge $for our visit and have already processed a refund for [redacted] the balance of the payment that was collectedThank you
From: Jo-Anne S [redacted] < [redacted] >Date: Thu, Jul 23, at 3:PMSubject: RE: [redacted] Complaint ( [redacted] To: [redacted] < [redacted] >Cc: Linda C [redacted] < [redacted] >Okay, below is our responseThank you Please let me know if you need anything else from usWe do show that a PSP plan was purchased at the time of schedulingThis plan does include waived trip charges during regular business hours, an annual maintenance check, along with discounts on repairsThe trip charge was waived for the visit and the price of $that was quoted for the repair, did include the PSP discountAs stated in the message, the technician quoted two separate prices and ultimately charged the lower price- this was a benefit of being plan memberThe cost without the plan would have been $+ $trip chargeAs for the annual maintenance, we do show that the check is still availableThe maintenance can be used at any point during the yearWe 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 planWe 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 24xservice, please call or visit us on the webOffice: ###-###-#### | www.parrishservices.com
All personnel at Parrish were very professional - prompt and pleasantThat said, I was stunned by the cost - to snake a kitchen sink drain - on a Saturday - $- 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 $ 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
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 performedPer our phone conversation, we will edit the invoice and issue the refund of $We’re sorry for the misunderstandingThank you
Our air conditioner quit working late on a Friday night and I put a service call in to Parrish Services On Saturday morning, we received a call from Allan G [redacted] advising his techs were busy but he would come out to see what the problem was What is interesting, Allan G [redacted] is the owner of Parrish Services He stands by his people, his work and his companyHe arrived when he said he would, serviced the air handler and all electrical components and determined that there was an electrical problem In tracking down the problem, it was found that the electrical service panel was over years old and strongly recommended changing the panel to bring up to current code requirementsTwo days later, the HVAC service technician arrived and fixed the A/C unit A few days after that, one of their electricians arrived, surveyed the electrical work and a week after that, the electrical work was completedParrish Services worked diligently with Fairfax County, VA to schedule their inspection Eventually, the Fairfax County inspector arrived and gave the electrical work a thumbs up In conversation with the supervisor of the Fairfax County inspectors, he advised that Parrish Services is one of the better companies they work withIn my opinion, Parrish Services is by far the best company to call should you need work with heating, air conditioning, plumbing or electrical work I would not hesitate to recommend them to anyone who needs this kind of work
Regarding charges and payments for this engagement:The customer called us out for a plumbing consultationAs always, we explained at the time of booking that we charge a trip fee of $for non-service agreement callersThe homeowner, who was not onsite for the repair, agreed to a repair but later asked for a special order color for the fixture to be orderedWe waived the restock feeThe plumber, as we require him to do, explained to the homeowner that because of the age of the faucet, there is a possibility other parts can be damaged in the process of performing a repairAs experienced, insured, and fully licensed contractors, it is our professional obligation to warn clients about potential problemsIn the case of removing old fixtures, it is very common that larger pieces can break off and affect entire sections of fixtures, pipes or wallsThe fact another plumber was able to do the job without a problem does not mean there was no risk involved, and it's simply unfortunate we were not able to better communicate this information to the homeownerOur technician was dispatched, the client agreed to the work, and we incurred costs and performed workWe already agreed to cancel work the client had approved, we agreed to cancel actual restocking fees, and we agreed to give a partial refund for the service we did performThe client is asking for a 100% refund, and it's not warranted
From: Jo-Anne S [redacted] Date: Mon, Aug 10, at 11:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: "[email protected]" , Managers This is already being taken care of FYI Jo-Anne S [redacted] | Customer Service ManagerParrish Services, Inc| Always there for you!For 24xservice, please call or visit us on the webOffice: ###-###-#### | www.parrishservices.com
Thank you for the opportunity to respond to your concerns about [redacted] ***’s service callWe would like to clarify a few points first since the “consumer” who filed this report ( [redacted] ***) was not our customer and because he was not present for either the booking or the service callWe did receive a request for service and visited [redacted] ***’s home the following morningThe technician found the following and reported this information on his job summary: “Arrived and found year old toilet in hall bath with both tank to bowl bolts both rusted awayAlso found the shut off for the toilet is seized in the on positionWent to basement storage room and tried to turn main shut off and it is seized in the on position as wellExplained to homeowner that she needs to coordinate building shut off with condo association so I can come back and replace main shut off, replace shut off for toilet and replace toilet...” [redacted] ***’s assessment of the rusted bolts is consistent with the technician’s observationOur technician did not say the toilet was “too old to be fixed,” but given the advanced age of the equipment and the time it would take to buy the original equipment parts, he recommended replacementHe also recommended replacement of the valves, and our customer agreed with his approachSo in order to replace the main valve, water to the rest of the building needed to be shut off [redacted] then opted to visit his mother’s home and assess the situationHe states here he was able to repair the toilet and turn the valvesHowever, as professional, licensed mechanical contractors, we are held to a higher standard than a “do-it-yourselfer” such as [redacted] ***Given the age of the toilet, the bolts, and the valves, it was VERY likely the equipment would break when pressure was appliedHad the valve(s) broken, we could have left multiple residents with flooded units, no running water, or bothAs professionals, we are never in a position to take that riskWhile [redacted] ***’s actions had a good outcome, they would have been considered VERY irresponsible for professional plumbersAnd while ultimately [redacted] made minimal repairs, those repairs addressed only the most obvious symptom; they did not correct underlying problemsAs explained during our call booking process, we charge a $trip charge for every service call during regular business hoursWe do waive that trip charge under the following circumstances: a) when the trip is for an estimate and we perform recommended work; b) when customers have a service agreement in effect; or c) when homeowners choose another contractor to do the recommended work (in fact, we refund 110% when they choose another contractor)Since none of these conditions apply, we did charge $for our visit and have already processed a refund for [redacted] the balance of the payment that was collectedThank you
From: Jo-Anne S [redacted] < [redacted] >Date: Thu, Jul 23, at 3:PMSubject: RE: [redacted] Complaint ( [redacted] To: [redacted] < [redacted] >Cc: Linda C [redacted] < [redacted] >Okay, below is our responseThank you Please let me know if you need anything else from usWe do show that a PSP plan was purchased at the time of schedulingThis plan does include waived trip charges during regular business hours, an annual maintenance check, along with discounts on repairsThe trip charge was waived for the visit and the price of $that was quoted for the repair, did include the PSP discountAs stated in the message, the technician quoted two separate prices and ultimately charged the lower price- this was a benefit of being plan memberThe cost without the plan would have been $+ $trip chargeAs for the annual maintenance, we do show that the check is still availableThe maintenance can be used at any point during the yearWe 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 planWe 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 24xservice, please call or visit us on the webOffice: ###-###-#### | www.parrishservices.com
All personnel at Parrish were very professional - prompt and pleasantThat said, I was stunned by the cost - to snake a kitchen sink drain - on a Saturday - $- 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 $ 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
Excellent semi-annual inspection of heat pump by knowledgeable tech who did thorough job
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 performedPer our phone conversation, we will edit the invoice and issue the refund of $We’re sorry for the misunderstandingThank you
Our air conditioner quit working late on a Friday night and I put a service call in to Parrish Services On Saturday morning, we received a call from Allan G [redacted] advising his techs were busy but he would come out to see what the problem was What is interesting, Allan G [redacted] is the owner of Parrish Services He stands by his people, his work and his companyHe arrived when he said he would, serviced the air handler and all electrical components and determined that there was an electrical problem In tracking down the problem, it was found that the electrical service panel was over years old and strongly recommended changing the panel to bring up to current code requirementsTwo days later, the HVAC service technician arrived and fixed the A/C unit A few days after that, one of their electricians arrived, surveyed the electrical work and a week after that, the electrical work was completedParrish Services worked diligently with Fairfax County, VA to schedule their inspection Eventually, the Fairfax County inspector arrived and gave the electrical work a thumbs up In conversation with the supervisor of the Fairfax County inspectors, he advised that Parrish Services is one of the better companies they work withIn my opinion, Parrish Services is by far the best company to call should you need work with heating, air conditioning, plumbing or electrical work I would not hesitate to recommend them to anyone who needs this kind of work
Regarding charges and payments for this engagement:The customer called us out for a plumbing consultationAs always, we explained at the time of booking that we charge a trip fee of $for non-service agreement callersThe homeowner, who was not onsite for the repair, agreed to a repair but later asked for a special order color for the fixture to be orderedWe waived the restock feeThe plumber, as we require him to do, explained to the homeowner that because of the age of the faucet, there is a possibility other parts can be damaged in the process of performing a repairAs experienced, insured, and fully licensed contractors, it is our professional obligation to warn clients about potential problemsIn the case of removing old fixtures, it is very common that larger pieces can break off and affect entire sections of fixtures, pipes or wallsThe fact another plumber was able to do the job without a problem does not mean there was no risk involved, and it's simply unfortunate we were not able to better communicate this information to the homeownerOur technician was dispatched, the client agreed to the work, and we incurred costs and performed workWe already agreed to cancel work the client had approved, we agreed to cancel actual restocking fees, and we agreed to give a partial refund for the service we did performThe client is asking for a 100% refund, and it's not warranted
Customer representatives were courteous and timelyTechnician explained problem thoroughly and offered alternatives to the solution
From: Jo-Anne S [redacted] Date: Mon, Aug 10, at 11:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: "[email protected]" , Managers This is already being taken care of FYI Jo-Anne S [redacted] | Customer Service ManagerParrish Services, Inc| Always there for you!For 24xservice, please call or visit us on the webOffice: ###-###-#### | www.parrishservices.com