ComplaintsforParker and Sons

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sometime in 2022 Parker and Sons came out to service my lennox 5 ton ac unit. During that time one of their techs shorted out all the boards for my system. The compressor, the thermostat and furnace all fried. They replaced everything with a lennox s30 thermostat unit. This was a communicating system now vs my old thermostat that they no longer made. Since that time until today I've had performance issues. It would cool before to 75 or 74 during 112f days. Now it stays on all day stuck at 77 and 76 during ******* days. Two years I've had companies try and figure out why the unit struggles to keep up being a 2014 unit that's 5 ton for a ***** sqft home with new insulation and windows. Today they sent a lennox premiere tech. He came into my house with the temp at 76 degrees. He comes and says the units fan is not amping correctly and is running too slow. It costs $1900 to replace it. I say ok thank you I'll call my home warranty company. I come back in my house and it's 79 degrees and now my unit won't get to 76 no matter what. He did something to my unit because with the same fan a hr earlier i was at 76. Yesterday when it was 112 I was at 77. No problems. Today can't get past 79.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new AC unit from this business. This was my experience: Told me would take 5 hours and it took 13. Wrong parts were delivered. One employee says the other was wrong and they have to cut a hole in my roof only to call the employee and tell me they no longer have to cut a hole in my roof. They left trash and debris. Left the opening on the roof uncovered and allowed debris to enter my ducts (there are leaves in my ducts now). Didnt clean attic access left a mail under the main return. Wrong parts ordered which meant the crane has to be rescheduled. I sent an email to the installation coordinator and got no response. Terrible and unacceptable service

  

  Business response

  07/03/2024

  We have called the owner twice to discuss and resolve his concerns.  The first day we called he asked that we call him back the next day, the second time we left a message advising him we are working on resolving his concerns. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our AC unit has been out for about 3 weeks now. We made the decision to call Parker and sons to get our AC fixed. A rude technician came out and explained that it would be $974 for a $30 part (the capacitor). We agreed to have it fixed and explained that we had to go to the bank to get a new debit card or to get a check for the payment. He explained that the accounting department would bill us. So the next day, instead of contacting us about the payment or to get their accounting department to contact us he decided to take off the capacitor, take the power fuse, and leave our AC unit panel off completely exposed without telling us.

  

  Business response

  07/01/2024

  Dear *************************,
  It is our understanding that our technician estimated $974 to re-do attempted repairs (motor replacement and other repairs)you had completed by a different HVAC company in addition to a friend you used that attempted to repair your air conditioner.   We accessed that work you had done by others, and proposed what it would take to get your unit operational via estimate that your girlfriend ******************************* (homeowner)signed approving to have done.  After we completed the repairs and restored cooling, our Technician requested payment for work agreed upon since we require payment upon completion.  ***** told Technician to standby while she goes to bank.  After our technician waited 1 hour outside the home for her to return, he tried calling her to see when shed be back with payment since he had other clients in need of service.  Technician also knocked on door, called, texted, getting no response.  Prior to Technician leaving after not getting any further responses from homeowner regarding payment for work completed, he left the location with unit operational and cooling. 
  
  As of today Monday July 1st,we still havent received payment after several failed attempts to make contact.  Were happy they once again have cooling and wish them the best,unfortunately we will no longer be able to service any further needs they have in the future due to non-payment.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Schedule an appointment because Im on a service contract two months ago, May 1. Took the day Off of the appointment, they were to be here between 2 and 6 PM on June 25. They texted at 3:21 canceling the Appointment. In the three years Ive been dealing with this company. They have never once shown up on time on the date, promised on the time promised ever. Call to express my frustration and got a A Phone guy who thought it was funny.

  

  Business response

  06/28/2024

  Hi *****, thank you for taking the time to reach out regarding your concerns with your most recent appointment with us. We understand that what occurred is not the typical level of customer service that we strive to provide to any of our customers, and sincerely apologize for the frustration. After review, it does appear a technician was out to your home within the promised arrival window. We will be following up as well to further discuss any other concerns you might have. Thank you!

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A plumber came to my house on 6/18/24 because my water softener had "exploded". He told me my unit only lasts about 3-4 years, that mine was not repairable, that I needed to replace it with a better $7,000 system and that I definitely needed a pressure reducing valve on my house. I agreed for him to install a pressure reducing valve on the house. After installing it, he prepared the invoice on his tablet and I gave him my credit card. He did it wrong the first time and had to re-do it. He said the receipt would be emailed to me and he left. I printed out the receipt. Invoice #***-738-9586 for $707.89. I noticed I had been charged for a "New Phoenix Membership" for $153.89 (?). My plumber had not told me anything about this. I called the office right away and spoke to ******, who refunded me the $153.89 and said it would take about ***** days before I got it back on my credit card, because they only process refunds about once a month (?). The next day I noticed another irregularity on the receipt. There was no sales tax listed (?). Lastly, since my bill was now effectively $554, I still thought this was rather high for one little gadget, and I looked online for the brass part. I found one like it at ********** for $99 (?). I cannot imagine that the installation of this gadget and trip charge could possibly be 5 times the cost of the part. I feel this is price-gouging and I object to what feels like being taken advantage of. I called the office again on 19th and spoke to someone about my concerns and they said that a supervisor would call me by the end of the day on 19th. That did not happen (?) The next day on 20th I received a call from them, but rather than it being to address my issues, it was to book an appointment for a new $7,000 water softener! I told this person about my issues and she said she would have a supervisor call me back immediately. Again this did not happen (?).

  

  Business response

  06/24/2024

  ************************ with *** from our office on the 22nd of June @ 1:11 pm. Her submitted letter and our outbound calls in an attempt to contact her on The 21st at 12:08,  may have crossed. We offered an additional settlement offer That ********* felt was fair and reasonable. We are crediting her card and she should see a credit in the next few days.  I also personally called and received voice mail. I left my direct cell number on the 24th to discuss if she had any other questions or concerns.

  Customer response

  06/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 7, 2024 I had an appointment for a tech to come out and inspect my ** unit between 6-8pm; he arrived at 10:10pm. The tech went outside to inspect my units and immediately began working on the ** unit that was working fine. I explained that the other unit was the broken one, at which point he said ok, but continued working. I redirected two more times and explained that he was working on the wrong unit. And by this time, it was 11pm. He finally began to look at the other unit, and stated that the pipes weren't cold but he didn't really know what the problem was. I asked a few questions but he didn't have the answers. He went out to his van a few times while leaving my front door OPEN, despite my ** not working and it being 110 degrees out that week. ** even asked if I would get my step ladder so he didn't have to get his. He finally stated that he could replace the capacitor and it would fix the problem. He ended up replacing capacitors on both units, charged me an astronomical amount ($600 for a $30 part), wouldnt provide a receipt, and left at 12:15am. At 2am, my unit was not working again and I had to have another company come out the following week only to find out that the problem was not the capacitor. I had to go all weekend with no ** because this comoany sent a tech that didn't know what he was doing. I reached out via phone, email, and left a review explaining the issue and never got one return call or reply. I even explained that theyre welcome to come back and retrieve the part they claim to have installed, as I didnt need it and it wasnt the problem. The service was not provided, and I can only attest to the enormous amount of awful reviews against this company for doing shotty work

  

  Business response

  06/18/2024

  I Called customer twice and left a voice mail each time with my return number, to address customers concerns. Customer hasn't returned my call, waiting on a response from our customer.

  Customer response

  06/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/27/24 I requested my contract not be renewed. They sent an email stating they canceled it and I will not be charged. Parker & Sons never canceled it and I was charged for the renewal. I have sent numerous emails and talked to 5 different employees who keep telling me I will be refunded. As of today I still have not been refunded. It's going on 3 months now and I want refunded.

  

  Business response

  06/12/2024

  Refund was processed on 6/10 ...Inv# **********; **** $241.78; Rsn: cnxl PFP; Refund issued back onto **** ending in 3852 today.  I called the custoemr and advised and he also checked his account while we were on the phone, and he confirmed the refund was there.   

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid $14,000 for a Bosch Climate 5000 mini-split air conditioning system to be installed in my shop. It has been installed just over a month and has been inoperable for half the time it has been installed. It started blowing warm air after two weeks and the technician came out and took the entire system apart and found a compression fitting was leaking the coolant. They couldnt fix it then as they needed a fitting and this was a Friday afternoon. Finally they contact me on Wednesday to come out and fix the problem. Worked on it all day and couldnt figure it out as now the wall units were not working. The following day a more qualified technician came out and the main board and circuitry was fried and needs to be replaced (lack of training on technician, this part would not fail by fixing a leak) The part is available in ********** and I live in **, so standard ground freight will get it to you in one day. I tell the tech that he says sometimes it is more than that (it isnt), and that it should be fixed on Friday, if not then Saturday. I call Parker on Saturday and the customer service agent told me it would be 3-5 days to get the part, which is absolutely apalling for a brand new unit and 110+ degrees we currently have. I asked for a manager to call me first thing on Monday and have yet to receive a call half way through the day. I have lost revenue from my business and my employees have been without work. I am requesting the unit be either completely replaced as it has been taken apart and put back together by unqualified technicians or they come out and remove the unit and credit me entirely (if not the unit and lost revenue). I also want my Parker Plan to be cancelled and credited, as I have spent about ****** with Parker in the past two months and will no longer do business.

  

  Business response

  06/12/2024

  Hi ********,

  I'm really sorry to hear about the inconvenience of the air-conditioner going down multiple times. We can definitely use this as a learning experience for our technicians to coach/train them were needed. Our Company always holds true to our values and although we can't control availability of manufacture parts, we will go above and beyond to get you taken care of.

  Seeing that we have made multiple attempts to get this air-conditioner up and going, we have worked with the manufacture to get you a replacement outdoor equipment at no cost. We are happy to get taken care of for you. I noticed our lead technician ****** has taken care of you through these circumstances, I would also like to make him your preferred tech moving forward if that's ok. Feel Free to reach out to Parker and Sons if you have any other questions and you can request to speak to me in the ******************** I hope this has resolved all your issues. Thank you for being part of the Parker and Sons Family!

   

  Warranty Manager,

  *************************

  Customer response

  06/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I am thankful for the resolution by Parker and Sons and am perfectly satisfied at this time. I appreiciate ******* being assigned as my preferred technician, he is knowledgeable and very helpful. Thank You.
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  06/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  June 7, 2024 Parker and Sons was hired to install an indoor entrance light. Install went good, technician was professional. Upon payment, (CC), card was swiped and after transaction, technician could not see payment on his tablet. He called his Supervisor (*****) to see if a charge went thru (I did not want a double charge). He was told NO. Card was swiped a second time. I called my Bank to verify I was not charged twice. Bank confirmed I was charged twice within 3 minutes. Tech called his Super back to inform him. ****** was to call me and resolve with a credit back to my card. He never called. I called the office two more times later in the day and was told by 2 different people they would expedite my request to speak with ******. No call back! **************** could not help me.Perhaps this is the Parker and Sons difference. Ignore.So disappointed in my experience!

  

  Business response

  06/14/2024

  Had my technician perform work at the customers home. While technician was there collecting payment, he called me and said he had processed the card, but could not see that it had processed on his end. I told the customer while on speaker phone that I would monitor her account and continually look for said transaction to post. I informed my technician that since I could not see the charge at that time, to go ahead and process the customers card again. Customer agreed and I informed the customer that if two charges came through that I would submit a refund request. This was on a Friday afternoon and by the time both charges posted it was after office business hours on Friday. When I got back to the office on Monday I was notified that the customer had called in multiple times. I reached out right away and apologized to the customer and issued the refund for customer.

  Customer response

  06/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Parker and sons was charging us a monthly fee for an annual service. We canceled the service, one year later they charge us an annual fee for the same service of $153.89 instead of the monthly fee. Again, we had already canceled it. When we call to talk to them and have our money refunded they said they would, and would cancel the service again (which we already canceled a year prior). A month later they still have not refunded our money and we have called multiple times only to have the person answering say they will take care of it and they do not. They state all their calls are recorded so they would have recordings of all the times we have canceled the service and asked for our refund.

  

  Business response

  06/17/2024

  A refund of $153.89 was processed on 6/10- Called the customer and left a message to advise this was processed and put back on their **** ending in 2586.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩