Reviews
3 Customer Reviews
Review from D. D.
1 star06/04/2023
We have purchased 2 furnaces from Parent Heating and Cooling in the last 21 years. We purchased from them because they seemed reputable leaving us with the impression we were in good hands .. until we needed them during an emergency. We are 6 years into our 2nd furnace (purchased from them) which came with a 10/10 yr parts and labour warranty including a 24/7 Emergency response. That's included in the cost of the furnace.Our furnace blew up last night as a result of the motor malfunctioning (a known problem with this motor apparently) and the furnace shut down leaving us with no heat all night.We tried to contact 'Parent Heating and Cooling' but nobody was answering their phone no matter how many times we called and/or left email messages. We continued trying to reach them from early morning into the afternoon today but without success. No answering machine and no call backs or responses from email messages sent to them. This is NOT customer care or the service we were promised when we purchased the furnace. We contacted ****** ************* and were told that the 'labour' part of the warranty is exclusively the 'dealers' responsibility so nothing could be done to help us out. We had another ****** dealer come to service the furnace and paid out of pocket for the labour portion of the repair. That left us out of pocket $521 which we should have been covered for. I am not singing Parent Heating's praises now. Hollow promises should not be rewarded! Beware of the hollow promises from this company. ****** ****************** should pull their 'Brand' from the company's ability to sell their products. If they don't back the customer as a result of poor customer service from one of their own then ********s should complain. ******** care (especially during an emergency) has to be paramount or their warranty doesn't mean a thing!
Parent Heating and Cooling Inc. Response
10/04/2023
It is unfortunate that Mr and ******************** revert to BBB complaint at the first opportunity they feel they should.
Our office was abruptly affected by the massive power outage due to the ice storm for 4 days. We were not able to transfer our lines to our emergency answering system in a timely fashion. We also had NO access to client files and history.
******************** reach out by email since she was not able to get through.
The email string below shows that the client would not provide a phone number or address when our technician tried to reach out for service.
______________________________________________________________
-----Original Message-----
From: ***************************** <********************>
Sent: April 7, 2023 4:49 PM
To: *****************-Amant <******************************************************************************;
Subject: Re:
Hi
Im not sure who you are or why you need my phone number and address.
Please provide more info. We dont have power either.
D
Sent from my iPhone
> On Apr 7, 2023, at 4:38 PM, **************************************************************************************************************************
> ?Hello
>
> With the power outage our phones are down. Im on a call in enbrum. Can you give me your address and phone number I will call you when Im done this call
>
> *****************-Amant
> Sent from my iPhone
-----Original Message-----
From: ***************************** <********************>
Sent: April 7, 2023 12:33 PM
To: ********************* <******************************>
Subject: Furnace
Hi ***
We had an emergency with our furnace and have been unable to reach your company for repair.
Why is nobody answering the company phone numbers?
*****************************
Sent from my iPhone____________________________________________________________________
I am sorry that Mr and ******************** felt they needed to call on someone else.
Our promise to deliver great service is still and remain our first priority!
Customer Response
10/04/2023
Parent's response to this complaint stated that we didn't provide our information (address, phone number and email) when they reached out to us. That's because we didn't know who the person was emailing us without context to our complaint about the furnace - he used his personal email address to contact us. When we asked him 'who' he was and why he wanted our information, he responded in context to the furnace issues we were having. Of course this was 'after' we had another HVAC company fix the problem. So issuing a complaint to BBB was certainly NOT our first attempt at getting issues resolved with Parent .. it was ****** ************* who agreed we had to find another ****** dealer to repair the furnace since Parent was not getting back to us in a timely fashion - 2 days!! ************** said they would deal with our issues on Monday, April 10th when their office reopened. We have dealt with Parent for more than 25 years and this is the only time we've had to call on them in an Emergency ... not being able to reach them while having a 10/10 year labour and parts warranty with them did not sit well with us.Parent Heating and Cooling Inc. Response
10/04/2023
parenthc.com is our business email.Review from Marc G
5 stars22/09/2022
Great friendly and honest service! Owner came over to help me decide and everything was installed 4-5 days after. The crew cleaned up after themselves and were very nice. I highly recommend them.Review from Marie Anick B
5 stars07/08/2022
Efficient, quick, friendly - they really know their stuff. I highly recommend them.I was able to get a quick assessment of my broken a/c during a heatwave, they had the parts and quickly figured out the problem. All was fixed and verified for a very fair price. I am thankful!
Customer Review Rating
Average of 3 Customer Reviews
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