ComplaintsforParker and Sons

• 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.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Parker and sons sold me the best top-off-the-line a/c unit and installed on my house. They struggled installing it with many issues and then my electric bill went up instead of down. Its been a two year battle and the system is blowing hot air again today. I paid $17,000 for the new system, $11 per month maintenance fee, higher electric bills for two years and $700 for two window a/c units to use when the new system is down - which Im using again today. They did offer once to pay the difference in the electricity but it didnt feel right so I didnt follow through.

  

  Business response

  05/30/2024

  Hi ***, 

  I apologize for the bad experience. I want to definitely make it right. I have my field supervisor taking care of your equipment today to make the repair. I would like to offer a credit towards the expense made on the window units you purchased a couple years ago also. I would like to be your point of contact moving forward for any questions or concerns that you may have. Parker and Sons is very reputable company, and I can ensure you we will take care of you. 

  Thank you. 

   

  Customer response

  06/01/2024

  
  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

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a HVAC Service plan for the house in ******* and got the smoke sensors serviced, since they said it was free,My tenant was charged $106 by the Service Tech for the visit and I want a full refund.I'm not sure what the warranty does and does not cover - but he told me he would send you the receipt. They said it was $106 to run the tests so I paid it because I don't know any of your warranty details - but maybe you can get a refund if you contact Parker and Sons. Thank you and best wishes,***

  

  Business response

  05/27/2024

  Thank you for bringing this matter to our attention. We apologize for the confusion and inconvenience caused by the charge for the smoke sensor service.
  We have reviewed your account, and we will issue a full refund of the $106 paid to our Service Technician. Since the payment was made in cash, we will need to issue the refund via check.
  To proceed, please call us at your earliest convenience to confirm the billing address where we should send the check. Our customer service team is ready to assist you with this process.
  Thank you for your understanding and cooperation. If you have any further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  What a shameful disregard for customer loyalty. We've been customers for nearly 20 years and have had annual maintenance services (approximately $300) on both heating and air conditioning. Within the past two years, we've repeatedly scheduled tried to schedule with a specific Parker & Sons technician only to be notified the day of the scheduled appointment that a different technician has been dispatched for service. We don't understand and have never received an explanation as to why last minute changes are made. We've (repeatedly) attempted to reschedule only to experience the same annoyance. Additionally, our appointments have been pushed out 3-4 months. We've tried to maintain loyalty to Parker and Sons only to be pushed out.

  

  Business response

  05/27/2024

  Thank you for reaching out and sharing your experience with us. It was a pleasure to speak with you, and we're glad that we could work things out.
  We sincerely apologize for the inconvenience you've faced with our scheduling and technician assignments. Your loyalty over the past 20 years means a lot to us, and we understand the frustration caused by last-minute changes and extended appointment delays. Your feedback is invaluable, and we are committed to addressing these issues to improve our service.
  Thank you again for your patience and understanding. We look forward to continuing to serve you.

  Customer response

  05/27/2024

  
  Better Business Bureau:
  
  I was impressed the business contacted me with immediacy once the complaint was posted on the BBB website.  A mutual agreement was reached regarding our ongoing business relationship.  Additionally, 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

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an extremely off-putting experience with Parker and Sons on 4/26/24 that still has not been remedied regarding scheduled **** service. I had tune-up service scheduled 10 AM to 2 PM on 4/26/24, which I confirmed the day prior, and took the day off work for. I received notice halfway through my service window by text that due to emergency requests the team couldnt honor my appointment and it was cancelled- rest assured it would be rescheduled if I texted back a date I was available. I replied immediately that I was having surgery 4/30, and asked if I could be put down for 4/29- no response was received. After waiting hours I decided to call your customer service line directly, and was told my only option was the day of my surgery. I advised I would be at the hospital having surgery, and asked if I could have any other date that week- instead your customer service rep inquired if it was an important surgery that could be pushed out! The audacity to ask such a question was astounding, but he didnt stop there- he went as far to suggest that my relative should leave the hospital during my surgery to handle the **** apt on my behalf and delay my pickup. I was mortified and advised that it was not possible, I needed someone present at the hospital for reasons that quite frankly are no ones business. As a result I was told my only option was 6/13/24, but he would call me back shortly and see if he could still honor the appointment that was cancelled. Unsurprisingly that call never came, which prompted me to file a complaint on your contact us website support form- likewise, no response nearly two weeks later. I see zero point in the service plan or booking apts well in advance if they are not only cancelled but receive no rescheduling consideration. If I cant receive the priority service and scheduling promised with your plan I would like to be refunded so I can transfer my business to a company that will actually show up and honor their service agreements.

  

  Business response

  05/10/2024

  I spoke with customer -***************************** regarding her concerns.  I apologized on how this was handled and that we have internally addressed with coaching and training for the *** who took the call.  I rescheduled her maintenance appointment for a sooner date and date as well.  Customer was satisfied with the outcome. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 11th, 2024 I called for plumbing service. Tech arrived to deal but work would be done the following day. Tech was very helpful o the 11tth. On 2/12 another tech came in, assessed other possible needs and gave me a list of things needing fixing. I was already stressed and worried from what he told me so I agreed with the suggestions. I called to fix bathroom leak and he ended up working on outside irrigation and the bathroom leak. He offered me a guaranteed job and upgraded fixings for almost $2800 and I agreed. He took the full day to do the work. I had to leave to pick up daughter, mom stayed behind. I returned and mom said the k**** were to hard to turn. We waited and sled back to ask about the material that was left behind. The shower handles were supposed to be nickel plated for what I paid. I noticed that the k**** were way smaller than the shower and they were not nickel plated as I purchased. The tech never mentioned anything. On 2/16 another tech came by and noticed it was not nickel plated and said they did not have in hand but would fix once they were in. He fixed the k**** so they would be so tight, still they are way to small for the fixings. I called again on February 29tj they were supposed to show next morning but somehow they cancelled. I waited all day and kids k no or find out until the evening that they had cancelled. I requested a visit again and was told I would get one the next day and non one showed up again, I call and was told it was cancelled. I have left messages, my husband had left messages and we have yet to receive the product which we paid for. Initial request was for leaking shower issue and somehow it turned out to be more than what we expected. I went for the better material because it was recommended, thinking about it upsets me more to realize that if the tech who offers a more expensive k*** knew it wasnt available, why didnt he say anything. Instead we are left with a makeshift shower

  

  Business response

  04/25/2024

  Hello,

  We are working diligently to contact the customer and resolve the concerns. We have ordered and received the trim in the desired finish and are ready to install it.  We will continue our attempts to provide this customer with 100% satisfaction. 

  Thank you.

  Customer response

  04/26/2024

  Good Evening, 

   

  neither my husband nor I have received any calls or messages from Parker and Sons regarding the correction to their products.  They have our phone numbers and address and we have yet to receive a call, text nor letter.  Thank you. 

   

  

  Business response

  08/28/2024

  We fixed the shower trim , also provided a discount on repairs . Customer is satisfied and will continue to use us in the future

  Customer response

  08/28/2024

  
  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. It took higher level management to communicate with us but it was taken care of after a few months.  Thank you as all we wanted was the honest and complete job.  
  
  Regards,
  
  ****************************************
  
   
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Parker and Sons to install our ceiling fan because we had started to do it ourselves but the electrical box was not the size needed for the new fan bracket. They came out on a Monday even after their site let us make an appt. For Sunday 2-6. So first they need to fix their website. Shouldnt be allowing people to make appointments if you are not able to come out. Anyways they come out and I was not home but my husband was. He asked the tech if he wanted him to turn off the breaker to the room. By the way I found this out AFTER he was paid and had left. The tech said no thats ok yet he proceeded to work on the set up and go into the attic to add a bracket. Not only did you put us at risk of anything happening but also what if he had been electrocuted???? My brother is an electrician and was unable to do this but even the directions state to turn off the breakers!!! Are you freaking kidding me??? Then we paid $300 for this? Unbelievable. We will not be calling them again because sorry but I dont want my house burning down or getting sued when the tech ignores doing electrical work 101. We also did not receive an invoice the same day of service and that our card was charged. Called two days after service and still do not have receipt and they said that this is due to processing time uh no. Time of service and you dont even provide an invoice at time of service is a red flag. We were quoted $200 when he got there as well and then it jumped up to $300.

  

  Business response

  04/30/2024

  Received complaint that the customer (*************************) was concerned about us performing work on a ceiling fan and not shutting off the breaker. When I spoke with the customer I informed her that this is typically not something that we do while installing ceiling fans. If the switch for the fan is in the off position and we have verified that there is no power at that location it is safe to work. Customer understood this and issue here was resolved. We also spoke on the increase in pricing from our original visit. We quoted the customer $279 on the day of our original visit. When we performed the work and removed the old fan, we noticed that the existing fan box was loose and would not tighten down and new fan would shake. Instead of charging the customer for both a new fan box and the install of their ceiling fan, we just charged for the new fan with has a small increase in price and installed ceiling fan at no charge. Discounted the customer back down to $279 for customer consideration.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Contacted Parker and Sons April 4th as needed hot water tank servicing and had a constantly dripping shower. Signed up to membership plan on phone and arranged contractor visit on 8th.We had a complete replacement shower faucet already purchased as there was some cosmetic damage and water marking on old and wanted this replacing along with the leak fixing. Contractor replaced shower faucet, but after first uses the leak became much worse.Called P&S again on 10th and they sent same contractor back to our property. He wouldn't investigate leak unless we signed off in advance on a highly priced cartridge replacement, explaining that the owner supplied parts are not covered by warranty, although the workmanship should have been. I refused to pay the cost as quoted, and the contractor refused to investigate the installation so the leak was left unresolved. On initial visit the contractor had explained that the supplied faucet was not covered by warranty, but didn't offer any quote or option to use company supplied, and therefore warrantied parts, as is falsely stated on invoice. Given the amount charged for first visit and the price quoted for the replacement on 2nd, the initial cost could have included a warrantied cartridge.PM of 10th spoke to P&S office about pricing, and to cancel membership. Office refuses to supply written confirmation of end of membership.We found an alternative contractor who replaced the cartridge and fixed the leak for around 60% of quoted repair from P&S. Observing this contractor work, it became clear that P&S hadn't drained the water service properly once shut off, ours is a condo with a service shared between 4 units, instead installing the faucet with water gushing from pipes. 2nd contractor pointed out mineral deposits inside valve which hadn't been cleaned out on 8th.Complaint is therefore about poor installation and follow-up service, rip-off pricing, aggressive salesmanship using misleading and incomplete info.

  

  Business response

  04/16/2024

  Plumbing Supervisor **** called customer spoke through concerns and refunded him $376.  Customer also masked that we cancel his ********************** Family Plan which has been sent to accounting to process, and that a confirmation of the cancellation is emailed to him.

  Customer response

  04/19/2024

  
  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,
  
  *************************
  
   
  

*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. ↩