ComplaintsforParks Heating & Cooling, Inc.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by ******* the office manager that they will no longer be doing business with me. I was offered the maintenance plan for free because of all my issues below. He said he saw no notes of this and canceled any future visits. I had my equipment installed last year HVAC, water heater, and furnace. I had several issues with this company I was left without heat for 2 days and other things. They did not have my approval to install the gas line the way that they did. It goes over my fence. I did not want it visible. They need to refund me fully if they are no longer doing business with me or service my equipment as they promised to begin with.

  

  Business response

  04/29/2024

  Dear ******,
  
  Thank you for giving us the opportunity to address the concern from *************************.  We installed a new HVAC system for him on 2/3/2023.  The customer had a couple of issues after the unit was installed.  For peace of mind, once the concerns had been resolved, we provided him with a complimentary service membership for 12 months on 3/1/2023. He has not contacted us regarding any issues with the unit since 3/1/2023.
  
  At this time, the membership service has expired. ******************** is an hour and 33 minutes away from our office. He is no longer in our Service territory, as our office has moved.  There are numerous HVAC companies that are ****** licensed and insured that will be happy to service Mr. ********* unit in the ******* area.  We are happy to provide him with a reference.
  
  We have no reason to believe that the unit is not functioning as intended, as he has not contacted us since 3/1/2023.  There is no cause for him to be refunded the price of his unit.  The unit was installed based on local codes and within the constraints of his unique property.    
  
  Please feel free to reach out with any additional questions.
  

  Sincerely,
  ***********************

  Customer response

  04/29/2024

   
  I am rejecting this response because:
  
  the office manager of the company ******* stated that were no notations of a membership being given. 
  

  he said the membership was not paid and nothing given for free for the membership

  the company has stated the membership was given in their response 

  So ******* was obviously mistaken

  I was given permission by the people that made the appts to have them done this year

  If they are refusing to have service my equipment 

  I need compensation to have my equipment serviced 

   

  
  

  Customer response

  04/30/2024

  I am rejecting this response because:
  
  The office manager of the company ******* stated that there were no notations of a membership being given. 
  
  he said the membership was not paid and nothing given for free for the membership
  
  the company has stated the membership was given in their response 
  
  So ******* was mistaken
  
  I was permitted by the people who made the appts to have them done this year
  
  Since you are refusing to service my equipment ac, furnace, and water heater.  I would like a partial refund of what I paid OR since you want me to choose someone local I would like them to be paid directly and at no cost to me.   I have read several other complaints where the units have stopped working and I want to avoid all of this.
  

  

  Business response

  05/14/2024

  Good Morning!
  

  Please see attached invoices showing the cost of the Family plan for 12 months being waived for ******************** because of the issue experienced when the unit was installed.  As he stated in his complaint, the services included with this plan were scheduled by the call center and completed by the technicians.  No additional services are owed at this point, as the 12-month maintenance contract provided to him at no cost has expired and the services included were completed.
  

  Should he have issues with the functionality of his unit, we are happy to diagnose the concern and submit to the manufacturer until the warranty coverage expires in February.  Beyond the 24-month warranty, any licensed plumber or HVAC technician can assist him. 
  

  He has not reached out recently regarding any trouble with the functionality of his unit.  
  

  As stated previously, since moving the office, ******************** is no longer in our coverage area.  We are happy to provide references for companies within his area that he can purchase a maintenance contract.  Just like automotive maintenance is not included with the purchase price of the vehicle, Maintenance (filters, Flushes, etc.) are not free for water heaters or HVAC units.  Unit was installed as promised and functioning within manufacturer specs.  Nothing is currently owed.  

  Sincerely,

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

  Customer response

  05/14/2024

   
  I am rejecting this response because:
  
  1. this business has not moved as they claimed. They have not addressed ******* stating he saw no notes of the plan being honored. So this was obviously a lie

  2. no work was performed on my water heater, furnace and ac unit

  3. they came to sell me electrical upgrades and plumber upgrades. Such New toilets and new electrical upgrades They did this to make more money. The equipment that the service plan is for was not looked at. They have failed to honor their commitment.  When one of their plumbers looked at build up in the toilet tank he said the toilet needs to be replaced. He said if he takes his hand and wipes the sediment the water will fall out. He tried to wipe the sediment, water did not fall out. This company takes advantage of people and provides false promises. 

  also I cannot open the attachments 

   

   

  
  

  

  Business response

  05/23/2024

  Good afternoon T'Keyah,

  As stated in the past responses, we are more than happy to honor the manufacturer's warranty on the products that ******************** purchased through us.  He states in his response (see attached) we satisfied the services as promised based on his Maintenance plan.  We are not offering any additional or complimentary services beyond what has already been completed.  

  Thank you and have a great day! 

   

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

  Operations Manager

  Parks Heating, Cooling, Plumbing and Electrical 

  Customer response

  05/23/2024

   
  I am rejecting this response because:
  
  

  the services offered were on my ac unit, furnace, and water heater. These equipment were not checked as a part of the complimentary plan.

   

  they checked other items and tried to get me to spend money on things I did not need such as upgrading all my toilets and electrical outlets. This has nothing to do with the equipment they installed. 

  
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON April 9th Parks sent a representative out to do the air conditioning check. Their representative left the water on instead of turning it off and we had water run for 30 hours from the outside faucet he used to clean the unit. we called them on Wednesday and were told all managers were out of the office but they would be returning our call. A week later we still have not heard from any representative of Parks. We called back on Monday April 15th and still have not heard back. This was after they offered this service because of their botched service last fall.

  

  Business response

  04/23/2024

  Good Afternoon!

  We have contacted ***************.  When she gets a copy of her water ***** She is going to forward us a copy along with her previous bill.  We will compensate her for the increase resulting from the water being left running.  

   

  Thank you

  *****

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a Lennox outdoor AC unit and gas heat installed in April of 2021 at the cost of $8,700. Last month 2/19/2024 our heat stopped working properly. We called Parks Heating and Cooling because it's under warranty. They came out and said the *********** ************ Valve needed replaced on a less than 3 year old unit. He replaced it and charged us $414 to replace it. When I called the main office to complain about being charged I was told that's how they make their money charging labor to replace warranty parts. Today one month later we are having the same problem and concerned about being charged again on a warranty part if this is going to be a monthly issue I can't afford to keep paying monthly to replace warranty parts. No one at Parks was helpful about being charged and would only say that's how they make they make their profit and it is what it is was his words. Now I am probably going to be charged again one month later for the same issue on a warranty part. This is the worst business I have ever had to deal with and would never recommend Parks to anyone.

  

  Business response

  03/25/2024

  Good Morning T'Keyah.

  Thank you for giving us the opportunity to resolve this concern.  Our Service Manager ****** reached out to ****************.  They discussed the issue and set an appointment for today 3/25 for one of our Senior technicians to look at ******************** concern.  ****** also provided the customer with his cell phone number.  (Please see attached follow-up history for client) 

  **************** called in this morning and moved his appointment to 4/1.  We would like to be given the opportunity to diagnose and resolve the customers complaint, however him rescheduling pushes us out past the 7-day response window.  

  Please advise if we can extend the respond time to this complaint until after it is convenient for **************** for our team to diagnose and repair his concern.

  Thank you,

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

   

   

  Customer response

  04/04/2024

  I am rejecting this response because:

  We canceled because they want to keep charging us to come out to resolve the problem. They blamed it on the age of our water heater so we got another company come out to replace the water heater. The person that replaced the water heater said that Parks ran a line of gas from the heating unit to the water heater without installing a regulator which was what caused the main issue. So again we would like a refund for the charges they took from us to replace a warrantied part. They did not address that in their response. I dont know how to respond to their in the BBB complaint because it said I had five days to respond but didnt say how to respond. 
  
  *********************
  Sent from my iPhone

  
  

  

  Business response

  04/09/2024

  Our Service Manager ***** spoke to **** this morning and agreed to have *** our technical service manager go to the home and diagnose the concern with the **** unit.  The appointment is set for Thursday 4/11 at 10am.  

   

  We are happy to follow up once *** has been to the home.  If it was incorrectly diagnosed, we will work out a resolution with ****************.  

   

  Thank you!

  Customer response

  04/09/2024

   
  I am rejecting this response because:
  Theres no mention of refunding the money we paid them to replace a warrantied part. They continuously blamed our hot water heater as the main issue when it turns out it was their fault in the beginning for not installing a regulator on the line coming from the furnace to the water heater. We have paid someone else to do what they should have done when they installed the furnace. At. This time sending someone out to look at the issues we were having, obviously they arent going to find anything because we have paid someone else to replace the water heater and put the regulator on the line that according to the other company they should have done the day of installing the furnace. This is why we would like a refund for labor that we paid them to replace something that was on warranty that didnt fix the problem because the problem was the regulator they didnt put on the line going to the water heater. We welcome them to come out but at this point they wont find anything wrong because we paid someone to do the work they shouldve done. 

  

  Business response

  04/11/2024

  Field Supervisor *** visited the Home of **************** this morning.  *** diagnosed the unit.  He believes the gas line running to the unit is undersized and we should have recognized that at the time it was installed.  *** will return to the home on Monday to replace the gas line.

  At this time, *** cannot say with 100% certainty that a new gas valve was needed to correct ******************** issue.  As a result, the $414 has been refunded to his card.  It typically takes ***** hours for the transaction to be processed with Merchant services.   

  Please let me know if I can be of further assistance.

   

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

   

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Parks to simply change out an old toilet for a new one. They were supposed to come on Friday, January 12 but no one showed up or called. When I called they agreed to come on Monday, January 15 and would reduce the cost to $298. The technician came, removed the old toilet, and then announced that I needed to replace the ****** before he could continue. He said the additional charge would be $825. A new ****** costs under $10 on Amazon. He instructed me to sign an agreement form before he would proceed. Since I am 76 years old and can't do the work myself, I felt I had no choice but to agree. The extra work of replacing the ****** took 30 minutes at most and he finished the job. Afterward he had me sign a form saying the work was completed. I signed the form saying "under protest" on the form. My total cost was $1,123.81 for a job promised to be $298, so the $10 ****** and 30 minutes of extra labor were $825. They took advantage of me believing I wouldn't say no. It's a clever and deceptive way to get more money from a customer. They forced me to sign consent forms to try to legitimize their deception. At most, the extra ****** and labor should have cost $100 so I was overcharged $725 in my opinion.

  

  Business response

  02/19/2024

  Re: ***********************
  Complaint ID: ********
  
  Dear ***********************,
  
  At Parks Heating, Cooling, Plumbing and Electrical we strive to provide quality work.  ***************** contracted our team to install a toilet he provided. Upon removal it was discovered that the ****** was cracked. There is no way to see the condition of the ******, until the toilet is removed.  (photos attached).  A cracked toilet ****** can cause water leaks, pest infestations, sewer odors, and poor flushing.  It can also cause hazards from escaping sewer gases like methane, Hydrogen sulfide and ammonia.  Prolonged exposure can cause nausea and other health hazards.    To reset a toilet on a faulty ****** is below ******** standard.
  
  ****************** is correct that the ****** and PVC fittings in general are inexpensive.  However,what he does not consider is the cost of tools, the 4000 hour Apprenticeship +2 years of formal education, post licensing certifications, the cost to field his call, vehicle cost, travel time, etc. These items, plus repair time, are factored into the price.  We will not do any repairs without asking for consent.  He was shown the broken ****** once the toilet was removed and approved the repair by signing the estimate.  We were in no way deceitful or untruthful with ******************.  Once the repair was complete, he signed under protest. He had the opportunity to decline the repair prior to approving the work. 
  
  Plumbers, much like doctors, engineers, Electricians and other professions with specific knowledge and training in their area of expertise are considered to be in Skilled Labor careers.  These professionals charge for the job not based on the time it takes them to complete the task.  
  
  When pricing a job, Parks Heating, Cooling, Plumbing and Electrical utilizes a digital price book.  The technician uses their tablet to generate an estimate. There is no way to adjust the price based on age, ethnicity, disability or any other category. 
  
  Sincerely,
  
  
  ***********************

  Customer response

  02/20/2024

   
  I am rejecting this response because:
  The cost of tools, 4000 hour apprenticeship, plus two years of formal education, etc. *** be needed for general knowledge about how to change out a toilet, and should no doubt be included in their original quote to me of $300 if no extra work was required and that would be fair and understandable. However, my issue is with the $825 add on for replacing a damaged flange( I agree it needed replacing) with a new one costing $10 and adding about 30 extra minutes to the job. No extra training, tools, licensing or certification was needed for that. A journeyman could have done it with a reversible drill and new screws. It is just not reasonable to say the extra work and ****** are worth $825. It was simply a deceptive way to charge more money, and I wonder if that *** be a common practice for them since most flanges probably need replacing. Yes, I signed the $825 estimate because what was my option? The old toilet was gone, I'm 76 years old in poor health and can't do it myself, and I felt pressured to sign. If I didn't agree to sign, would the technician have left without me having a usable toilet? That is why I signed the final sheet "under protest".

  To claim they were not deceitful is laughable. If they had originally said the estimate would be $300 unless a new ****** is required, and then it would be $1,125 , I would have declined their offer and they know it. If they had integrity that would have been their original estimate statement. That is why it doesn't come up until the old toilet is removed which is very deceptive.

   Their explanation is a boilerplate answer hoping I will accept it and go away. I will not. The practice is egregious and my next letter will be to the Attorney General of ************** if this isn't resolved to my satisfaction. 

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

  

  Business response

  02/26/2024

  As requested by the customer, the desired refund has been issued to his Mastercard.  It typically takes 3-5 business days for the bank to process the refund on a credit card.

  Please let me know if you have any additional questions.

   

  Sincerely,

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

   

   

   

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a leak in the crawl space of my home in October of 2023. Parks Heating and Cooling of ********* came out and fixed it, as the part that was faulty was under warranty. Parks then sent out a 3rd party, Restoration Pro, that they contract through to fix the water damage. Restoration Pro came out with fans and it took 1 week to dry up the water in the crawl space. They said they would be back to replace the insulation and lining that was damaged and removed, but have NOT returned. There is not number listed for this company to call. MULTIPLE complaints and calls have been made to Parks to have them finish their warranty job. The person in charge of my ********************, took over for the guy who left the company and originally did well at answering my calls and even getting the restoration company to call me back. But still no one has been out to finish the job, my crawl space is NOT insulated and back to its previous state, and now ***** from Parks Heating and Cooling is not answering my calls. I have called everyday for 3 weeks and am told he is not available and that a message will be left for him. He has not called me back. This is an ongoing problem since October 2023, it is now almost February ****.

  

  Business response

  02/05/2024

  2/5/2024
  
  RE: ***********************************
  Complaint ID: ********
  
  ***********************,
  
  Thank you for giving us the opportunity to resolve this concern. We received a call from ******************** on Tuesday 1/31.  *********************** tried to call her back and the phone went straight to Voicemail.  Upon receipt of this complaint, ***** once again tried to call ******************** and the phone went directly to Voicemail.  ***** utilized his personal cell phone and was able to talk to the customer.
  
  Today, Monday 2/5, at 9am we arrived at ******************** home to install the new vapor lining and insulation.   Please see attached signed invoice from todays visit as well as photos.

  ******************** has agreed to close the complaint as long as we completed the agreed upon work. 
  
  
  Please let me know if I can be of any further assistance. 
  
  Sincerely,
  
  ***********************
  President/Owner

  Customer response

  02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our HVAC / heat stopped working. I called Parks Heating & Cooling to schedule a service technician to check out the issue; they said they have a minimum $79 dispatch / service fee. When the technician arrived, I was not available for the payment so family member paid. When I reviewed the charge later in the day, I saw they charged us $830 to replace 2 parts that were under warranty. I confirmed with ****** that we are still covered under warranty (for parts), and that we should not have been charged for the 2 parts. I called Parks to ask them to remedy the issue but they refused. This is a predatory and dishonest business practice and must be remedied.

  

  Business response

  01/24/2024

  ***********************
  Better Business Bureau Operations Support Specialist
  
  
  RE: *******************
  Complaint ID: ********
  
  Dear ******,
  
  Thank you for giving us the opportunity to respond to the above complaint.  On 1/15/2024 at 7:58 am, we received a call from customer ******************* indicating that her Heat was not working.  Technician ************************* was dispatched to her home at 9:00 am.  After diagnosing the customers concern, ****** presented the findings to the client.  The unit had a bad gas valve and ignitor. 
  
  Based on the Manufacturers warranty, the parts were covered, and the homeowner was responsible for the cost of the labor.  The estimate was presented to the customer for the repair. Customer agreed to the repair and electronically signed the estimate.  Upon completion of the work, the job was paid for utilizing a credit card.  Once again,by signing this, the customer agreed to the work and cost. 
  
  Invoice ********* is attached showing a breakdown of the charges as well as the customers signature.  Please note that the description for each line item indicates that the manufacturers warranty covered the replacement of the defective parts.   Labor is the customers responsibility. 
  
  Please find attached a PDF showing the model and serial numbers of the customers equipment.  Also attached is a document from ****** showing the current warranty coverage on the customers specific equipment. 
  
  Please let me know if I can be of any further assistance.
  
  Sincerely,
  
  ***********************

  Customer response

  01/26/2024

   
  I am rejecting this response because:

  The business owner is stating that the $830 was for labor only -- but that is not on the invoice they got my family member to sign. The invoice my family member signed only shows that we were charged for 2 parts -- that were both covered under warranty. 

  Even if the invoice did state that the $830 was for labor only (which it did not mention labor at all!), it is not reasonable that 1 hour of labor would cost $830 in labor. Parks Heating & Cooling knew our heat broke during a cold snap -- with an infant and grandmother in our care, and they took advantage of the situation by charging us an exorbitant amount. 

  I later consulted with a family friend who has experience fixing HVACs, and they said that our ignitor did not need to be replaced. The Parks Heating & Cooling technician said the ignitor had 'white marks on it' and needed to be replaced, but our family friend said that is normal for ignitors that are regularly exposed to heat. They replaced a part that did not need to be replaced in the first place, and charged us $400+ to do so. 

  

  Business response

  01/30/2024

  January 29, 2024
  
  ***********************
  Complaint ID: ********
  
  On 1/15/2024, we received a call from customer ******************* indicating that her Heat was not working.  After diagnosing the concern, Technician ****** presented his findings. The unit had a bad gas valve and ignitor. 
  
  Based on the warranty, the parts were covered, and the homeowner was responsible for the cost of the labor. The estimate was presented to the customer, they agreed to the repair and electronically signed the estimate. Once complete, the job was paid for utilizing a credit card. The customer signed agreeing to the work and cost. 
  
  Invoice ********* is attached. The description for each line item indicates this was a warranty repair. Invoice states in the description of work parts under warranty. The part description on the invoice also shows Warranty OEM ********** valve and ignitor. 
  
  HVAC Technicians, like doctors, engineers, plumbers and other professions with specific knowledge and training in their area of expertise are considered to be in Skilled Labor careers. These professionals charge by the job not based on the time it takes them to complete the task. The technician that was sent to the *** home has been servicing HVAC equipment for 26 years. 
  
  When pricing a job, Parks utilizes a digital price book.  The technician uses their tablet to select the parts needed for the repair and an estimate is generated. There is no way to adjust the price based on age, ethnicity, or any other category a customer may fall into. The system also does not allow for adjustments based on temperature, demand or the time of year. 
  
  While we appreciate the neighbor trying to assist, it is impossible to diagnose a faulty mechanical component after it has been replaced. In addition, the defective parts were replaced under warranty through Lennox. The faulty parts must be sent back for Parks to be reimbursed for the repair. If it not actually defective, ****** will not pay the claim. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  There is too much to name honestly but Parks came out to provide me an estimate for work that needed to be done on a home that I was purchasing. I used their estimate in negotiations, but their estimate was wrong and the amount for the plumbing repairs was actually double what they quoted me but I had already bought the house. I've had them come out and do plumbing, HVAC and electrical work, they've never been on time. AND after the work was finished I had an inspector come out and reinspect the home. Turns out they didn't complete major parts of the work that they had charged me for. Now they are claiming that a check bounced that the lawyers office who is issuing my checks said did not bounce but did clear. They have committed fraud, and it seems like they are trying to steal my money. Especially because they will not answer the phone or return phone calls when trying to resolve the matter. I may need to get my lawyer involved at this point.

  

  Business response

  10/11/2023

  We have returned to the home make all corrections needed. And have sent a refund in the total amount of $549.00 to cover the cost of a gas regulator and for the inconvenience of the homeowner. 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/20, a Parks technician came to my house for a spring tuneup for my HVAC. She determined that the air filter should be replaced. I agreed and paid $163.81. The technician advised me that she would order the filter and return to install it when it was available. She returned on 6/21 and installed the filter. She asked me to sign a second invoice. I advised her that I signed for the filter on her first visit. She called the office and then advised me that the first invoice would not bill. I received two charges on my credit card one for $163.81 on 5/30 and the second charge of $163.81 on 6/21. I have called Parks several times. Each time I have been promised that they will look into this and get back to me. So far all they have done is ignore me. I have also sent them copies of my credit card statements showing the charges. Again no response

  

  Business response

  08/15/2023

  Dear **************,

   

  WE do not dispute the doube charge and we have done everything to reverse the transaction completely.  As you can see on your end it is under review and takes 90 days since it was disputed by you first.  Moreover, i noticed on the statement Citi has already refunded your money.  I dont understand why the BBB complaint, we have explained our side of the story and do not contend you should have been charged twice.  Please let us know how we can resolve this matter.

   

  Parks Team

  Customer response

  08/16/2023

   
  I am rejecting this response because:

  After several attempts to engage with Parks on this issue, I disputed the duplicate charge with my credit card company. My complaint was a duplicate charge.  Two charges of $163.81 appear on my bill - one on 5/30 and one on 6/21. The credit card company gave me a temporary credit on 6/21 and then reversed it on 6/22. Parks still owes me $163.81.

  I would love to talk to someone at Parks who has the authority to fix this. I called several times over a two month period. I was promised that someone would get back to me. I am still waiting to actually speak to someone who will fix this. Even you response letter does not provide contact information. Who at Parks will accept responsibility for resolving a customer complaint?

   

  
  

  

  Business response

  08/22/2023

  Dear **************,

   

  We have waited to respond due to the Podium Transaction was under review.  We are locked out until the banks and transaction team resolve the issue.  Upon recent completion of the dispute, we have gone and issued a full refund for the filter.  Your next statements, you should see no charge from Parks.  I have attached what we can see on our end as far as the refund and hope this is satisfatory for you.  Thanks again for being a loyal customer!

   

  ********************** Management Team

  Customer response

  08/22/2023

  I just checked my credit card statement and there is a credit from Parks. So they have resolved my billing issue with them. It would have been nice if they had let me know.

   

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

  
  
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called on or about 6/25/23 spoke w CSR set up service appt. Tech arrived next day, completed diagnosis (viewed outside *********** in attic) tech adv. there were three issues with my outside unit, compressor, capacitor & load block. He advised my parts are covered under ************ will be responsible for labor the total cost would be $3200.00. I received the tech's email which verified what he verbally advised issue & cost. I proceeded to research after reviewing the email; it made more sense to purchase a new outside unit (Heat pump). The new unit cost $1956.85, cheaper than paying labor for a fairly new heat pump (outside unit), on or about 7/8 Heat pump installed once unit was completed issue remained. I contacted Parks HVAC a second time 7/10/23, to inquire & advise I had a brand new Heat pump installed & the issue is still present. I was advised a tech would come out for a re diagnosis. On 7/11 the tech arrived, viewed my brand new heat pump (outside unit) & the unit in the attic, he advise the issue was NOT the Heat pump it was the air handler blow motor located in attic area. I was advised the parts are covered under warranty and the labor would be $414.00. Two completely diff diagnosis one a major fix the other not so much. I am now livid two tech's have diagnosed two completely different diagnosis. My ********** have experience extreme discomfort in this heat, trying to resolve this efficiently and in a timely manner. I proceeded to contact Parks HVAC a third time to see what options would be available after all there tech's provided two erroneous diagnosis, CSR transf me to ******* who advise he was dispatcher, ******* took it upon his self to offer no resolution. After a heated exchange with **************** was advised I would have to absorb the cost / labor repair for 2nd diagnosis, there was no accountability no consideration for two completely different diagnose, complete disregard to the purchase of heat pump from email I rec'd from them

  

  Business response

  08/21/2023

  We refunded the $95.00 Trip charge for the visit on 6/26/23.  The customer should see this reflect on his master card in the next five business days.  This house was built in 2019 and the builder selected the equipment.  The customer elected to use another contractor to do the repairs and Parks is not responsible for the cost the customer spent with another contractor.  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of my transaction was June 17 2023.The amount of money I paid for the part was $1933.48 The business had me pay for a part upfront that they never came back to repair my AC unit.My dispute is I would like a refund of my money due to them never rendering any services after they were paid.The business never made any effort to contact me or resolve this matter after I called them numerous times and was given times they would arrive but never came back to my residence.They collected $1933.48 June 17 2023 and it cleared my checking account on June *******.

  

  Business response

  07/13/2023

  To Whom this May ****************************** have applied the refund and the attachment confirms this action.  She should shee it in the next 2-3 business days.  Our Service Manager was out due to illness and controller was out due to vacation the following week.  Timing was awful but we understand the customer wanted her money back.  Thank you!

   

  Parks Managemen Team

*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. ↩