ComplaintsforParkway Heating & Air, Inc.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 ********** split head hvac system in November of 2023 from Parkway Heating. I started to notice that the half the system was not heating properly around end of December when it became significantly colder. These units where not keeping and was atleast 20 degree difference if not more. I called Parkway at the beginning of January about this issue which took about over week to get technician out. Unfortunately the were not able to resolve the issue due a suspected ********* leak in the outside lines. They have not been able to find the leak during the last few visits and keep temporarily add more ********* every 4 days instead of fixing the issue. It has been severely cold and one day this system was only heating to 40. I have had to wait week after week with delays. I paid near ****** for a system that partially works. They will not resolve this faulty installation issue and no sense urgency to fix it properly. I have now been put off another week to solve this issue as 1/22. I beyond frustrated and now irritate with the owners lack of caring and not making this right. I now want to be compensated due to almost month of run around and still not fixed. I am still paying for a faulty system that wasnt installed correctly.

  

  Business response

  01/30/2024

  this customer was provided a new system as stated. when he contacted us we responded in a timely manner and did do whatever it took to keep his system running.  several trips to add freon immediately, until we could get to him. we had customers with no heat, and prioritized them accordingly.  on the day we had him scheduled for a leak search and repair my tech's wife came down with covid and we had to postpone a couple of days.

  we have resolved this issue.  a little patience and understanding is always appreciated.

  Customer response

  01/31/2024

   
  I am rejecting this response because: I have beyond reasonable and patient with multiple delays in resolving this issue. It took multiple inspections for your technicians to diagnose the issue and they are the only reason I have any faith in your company. Your technician do an amazing job for your company and I appreciate their efforts. I understand that illness come up and storms happen but every delay that occurred was yet another week out from being resolved. This issue dragged on for most of this month. You have failed to recognize the faulty installation of my system the resulted in Freon leaking into my attic and constant following up to make sure this was resolved. I made a significant financial investment to have this professionally installed and your installers dropped the ball couple of times which now the results of this are starting to show up. I am still waiting on remote replacement for the unit that requested a few months ago because your installers lost it. Its funny how only one installer still works for your company out of the three it took to do the project. Even your technicians complain about their mistakes and having to resolve them. I guess I chose the wrong company to make things right in the end and regain any future business. 
  
  

  

  Business response

  02/02/2024

  Im not sure where ************** and I go from here. I have repaired the leak at his unit, and it is working as it should.This complainant seems to have turned into accusations about my business that I don't believe to be true and have never been said to me personally. ************** purchased two systems from me, one for downstairs and one for the upstairs. Both of these systems were installed to code and passed inspection from ******* Cty Inspections. He did call several days after the start-up to say he could not find one of the four remotes that were provided, and we did order him another one at our expense. This particular remote is on back order from the manufacturer currently. The upstairs unit was not keeping up, upon inspection, the unit was low on refrigerant, indicating a leak somewhere in the system. I apologize if this repair took longer than expected, as we did have to make a couple of trips to find it. The leak was so minute that we had trouble locating it. We always made sure his unit had Freon so he could use it.  On January 22nd we were fully prepared to repair the unit,but I had two employees out that day. I do not allow my employees to work when they are sick and if they have Covid /exposure, I ask that they provide a negative test. We did call ************** and ask to reschedule in a couple of days, he stated that he understood but he never asked to speak to me directly to express how unhappy he was. We did go out three days later on January 26th and repair the small leak. I don't feel as if I ever ignored his concerns. As a ********** Diamond Dealer, I was able to provide him with a full 12-year equipment warranty, zero percent financing from **********s financing partner, as well as the one-year labor warranty that I am required to provide. I fully stand by these warranties and ************** is more that welcome to reach with any further questions or concerns. 

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