Parker and Sons

Quick response time. Friendly helpful technician. Answered all my questions without trying to scare me in to doing something or force things down my throat. Seemed (to me) to be reasonably priced.

Review: Mr. [redacted]:This letter is in regards to a couple of issues, which have been stuck inmy craw since at least August 2014.I've been complaining about these issues to your service people, who come to our home for maintenance purposes, as well as Theresa F. and a couple other of your company's 11telephone gatekeepers", who all tell me I must write a letter reflecting my concerns, even though I've askedyour service people and telephone gatekeepers to relay my concerns totheir supervisors so I wouldn't have to take time out of my day to write this letter. After all, I'm not the one who created this situation.In approximately October 2012, P[redacted] and Sons installed a Reverse Osmosis system in our kitchen. At that time, my wife and I were told that one, and sometimes two, of the filters would require changing on an annual basis. We were also told that the Membrane filter would need to be changed every 3-5 years.Well,the information we were given about the Membrane filter was not true, because less than two years after being installed, we had to pay for the installation of another Membrane filter, when the service technician installed the other two filters.I asked the service technician why the Membrane filter had to be replaced less than two years after the R.O. system was installed, when we were told in October 2012 that the Membrane filter would be good for 3-5 years,but the technician could not answer my question. The technician did,however, coordinate with his office for a SO% discount on the cost of the replacement Membrane filter.Despite the discount,I felt P[redacted] and Sons had misrepresented their product to make a sale in the amount of $952.00 for their Reverse Osmosis system. At this point, the issue has become a princip\e of feeling as though we had been taken advantage of,by being "sold a bill of goods" that don't measure up to the claims that were made beforehand, and the appeasement was a lousy 50% discount on aMembrane filter, when some kind of acknowledgement for the product's misrepresentation and apology from P[redacted] & Sons management would have gotten more traction.The fact that subsequent service technicians,as well as at least one, and I believe two,telephone gatekeepers have said they'd pass along my concerns to their supervisors, has resulted in no response from P[redacted] & Sons management leaves me with the impression that the company doesn't care as much as they want consumers to believe they do.The second issue is regarding my daughter, who is a single mother trying, as best she can,to raise her four year old daughter whileworking full time in the type of job that requires long hours and her full devotion.In approximately early 2013,my daughter, whose name is Brandy Ramsay, residing at 147 E. Ponderosa Lane,Phoenix,AZ 85022,called P[redacted] & Sons,upon my recommendation,regarding a very slow flow of water whenever she turned on any water tap throughout her entire house. The P[redacted] & Sons service technician who responded to her home made his examination of the slow water flow problem, which included an examination of the water heater, and advised my daughter that the problem was the result of a blockage in the house's water line.The technician further told my daughter that to rectify the problem, sheet rock would have to be removed from the walls to facilitate locating the water pipes where the blockages were occurring.This prognosis,according to the technician, came with a price tag of approximately $2,000.00, which, fortunately,my daughter didn't have at that time.Now, fast forward approximately twelve months, when in approximately February 2015, my daughter's former mother-in-law purchased a new water heater at Home Depot and had an independent contractor install it in my daughter's home, because the formermother-in-law herself grew tired of the slow water flow issue.Immediately following the installation of the new water heater,the slow water flow problem was remedied. But,can you imagine my embarrassment for recommending your company to my daughter as the ones to best fix the slow water flow problem?It's fortunate that my daughter did not have $2,000 when the P[redacted] & Sons service technician made his erroneous assessment of the slow water flow problem,because the slow water flow was such a hindrance to the operation of her household, my daughter would have had the work done to correct what she was told was the problem. Instead,the issue required the assessment and action of a grandmother, well into her sixties, approximately twelve months after your service technician's erroneous assessment,an erroneous assessment for which my daughter actually paid over $100.00!At this point,you,Mr. [redacted],should speak to Mr. P[redacted] himself, who no consumer can reach,about putting that grandmother on your payroll to teach your water related repair employees about how to properly assess water related problems. Hopefully, such a move can reduce the number of incompetency issues you people must experience in that area.If nothing else, I hope this letter embarrasses and angers you. I've been embarrassed and angered by you people already. And the longer this matter drags on without any response or acknowledgement from your so called management staff,the angrier I become whenever I think about it.As far as my daughter is concerned, you people are history to her. She'll never use P[redacted] & Sons again for any reason. What's more, she's not shy about telling others about her experience with you people. As for me, I will never recommend you people for anything inthe future. I don't want to risk the embarrassment or another hit to mycredibility.While it's true I recently renewed our service agreement with you people,I did so with the idea I could cancel the monthly payments at any time I felt I was not getting the response I expect from a Revdex.combusiness. I felt I'd take a wait and see attitude to let this letter circulate throughout your bureaucracy,to see what you people are really made of. It won't be difficult to find another Revdex.com heating and plumbing business to provide us the service we expect. Obviously, my personal experience with Parker and Sons pales in comparison to that of my daughter's experience. But the totality of everything mentioned has had a cumulative effect on my attitude toward Parker & Sons, with whom I've been a customer for the last twelve to fifteen years at least.As a closing note, Dan serviced our R.O. system earlier today. I found him to be exceptional. Of your previous technicians, he's the only one that took the time to show me how to change the filters, and his public relations skills are excellent. He even enlightened me on the life expectancy of the brine rod in our water softener unit, which I'd never heard previously. So, you do have some employees that seem to know what they're doing.Desired Settlement: see Attached document

Business

Response:

I have read Mr., [redacted]'s letter and it made me sad. I contacted him and asked if I could personally visit with him at his home- He was very gracious, and we had a great visit. The events were a few years ago, so he relayed his recollection of what he remembered, and passed on his daughters concerns as well. We pride ourselves in taking care of our customers, yet as Mr. [redacted] relayed his concerns- I could sense his frustration, so I apologized and asked what we could do to make him feel we had resolved his concerns- In regards to his Drinking System and the cost, there had been miscommunication, we had actually upgraded his reverse osmosis, not just changed the filter, he now felt satisfied with this knowledge. In regards to his daughter, I asked what he felt was a fair amount to refund, again it was sometime back- so hard to put an exact amount, but said $100.00 sounded fair- I had our office refund $100.00 back to his daughter, and had the plumbing department reach out to let her know we would give her a P[redacted] Family Maintenance Plan that entitled her to several courtesy services at no charge for the next year. I also credited Mr. [redacted]'s Parker Family Maintenance plan( he was currently subscribed and billed for) for the next year for taking the time to contact me, give me the chance to see him, and utilize the experience to learn and improve. I also gave him my personal number to contact if he ever needed help at any time in the future. We parted as friends, and I genuinely enjoyed his company.Thanks for bringing this to our attention, Sincerely,Bret [redacted]Director, Water Treatment

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Review: Parker & Sons sells services that don't need to be done and uses false bait-and-switch advertising. They do not do what they say they will do and attempt to scam you out of more money.

Company advertised an a/c tune up that "focuses on cleaning the coils" for a price competitive with other HVAC businesses. We went with Parker & Sons because of their promise of a multi-point inspection as part of the tune up; more bang for your buck, right? Well, they did NOT "tune up" or otherwise clean ANYTHING. Instead they said our a/c needed: (1) evaporator coil clean and drain unplug [$1,290], (2) condensate switch [$138], (4) start assist [$388], (5) surge protector [$185], and (6)other parts [$69]. We decided to get other quotes and go with next highest cost to clean the coils (which was more than a third less than Parker's quoted $1,290) from a different locally certified HVAC technician.

The new technician was perplexed as to why we called him out as our system was "perfect" and "well cared for." I insisted he clean the supposedly impacted evaporator coils and he couldn't because there was nothing more to clean. He unplugged the drain, recommended we change our old ductwork, and went on his way.

I was almost duped into $2,000 of repairs and maintenance that isn't needed. We were apparently shown fraudulent photos of a DIFFERENT impacted a/c system, photos we felt "funny" about at the time. From false advertising to fraudulent sales, these actions can only be described as criminal. The only person I would recommend this company to is the attorney general and ROC.Desired Settlement: I require that the full $69 we paid be returned to us as soon as possible.

Business

Response:

We sincerely regret that Mr. [redacted] initially felt that he was being deceived by our technician. Upon receiving this complaint, we conducted an internal investigation to determine if the technician had done anything misleading or inappropriate. We found that our technician had done a thorough diagnostic analysis of the system which resulted in him recommending that the condensate drain needed to be cleared and the evaporator coil needed to be cleaned. These findings were well documented on the invoice and in photos that he took during his inspection. Our Supervisors, [redacted] and [redacted] subsequently visited the home to conduct an onsite inspection and found that the evaporator coil indeed was in need of cleaning. The drain had apparently been cleared by another contractor after our technician conducted his inspection. [redacted] and Mike spent time with Mr. [redacted] and showed him exactly what we had found. After visually seeing the evaporator coil himself, Mr. [redacted] agreed that the coil truly was in need of cleaning and that our technician was correct. They discussed the other recommendations that were made by our technician andexplained that those were items that should be considered to improve efficiency or prevent future problems with the system.At this time, we believe that Mr. [redacted] opinion of Parker and Sons has been changed. He told us that he will contact the Revdex.com and explain that our technician had told him the truth and that he would use us to clean his evaporator coil. He also told us that he would be willing to contact the Revdex.com and rescind the complaint. We are grateful that Mr. [redacted] allowed us to visit with him and to show him what our technician had seen during his inspection.[redacted]Vice President, HVAC Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Excellent company! My water heater broke during Thanksgiving weekend. Parker & Sons sent a plumber to replace it at midnight. Available 24/7, no extra charges for nights, weekends, or holidays. Their warranty services covered everything. They even arranged for water clean-up remediation that night. Their service and technicians deserve a 10.

I have used Parker and Sons for many years, for many repairs from simple to quite involved. They are always prompt, knowledgeable and fix the problem right the first time. I will continue to use Parker and Sons.

I called Parker and Sons because I heard good things about them and I see their vans everywhere.
The tech came down and wanted to charge me almost $300 because he said my a/c was not running due to dirty coils. I decided to hold off and get a second opinion, despite having to pay the $80 fee to have the guy check it out.
I am SO GLAD I got a second opinion because the new guy told me I was missing 4 lbs. of refrigerant and that was the issue. He stated that my coils were dusty, but definitely not the issue. It turned out, I had a leak, which the new company fixed for me.
I'm mostly upset because the P&S tech did not catch the fact that I was missing FOUR POUNDS of refrigerant. I would have paid P&S almost $300 for a service that would not have fixed my problem. This causes major distrust for this company and my new tech apologized to me for P&S's scheme. I would not recommend P&S to anyone.

[redacted] was very courteous and professional, I hope I get him next time my AC needs a checkup.

I found water leaking through the ceiling late in the evening. Parker and Sons came out within the hour and figured out the problem. Robert I[redacted] was at my house until 11:30pm and then returned the next morning with a colleague to complete the job. He also contacted a water damage company that was able to begin their process of tearing out drywall and being the drying process as soon as the plummets had completed their work. Robert talked me through what he was doing as well as what step needed to be taken afterwards. Robert is a very pleasant guy who helped ease my anxiety.

[redacted] had a great attitude and was very professional. After the inspection was complete, he reviewed his results. I was very pleased with Parker and Sons service.

Parker and Sons have given me consistently good service. They have kept my regular inspections current, have called ahead of time , have scheduled my inspections early. Best of all, they have not tried to sell me things I don't need. I've had them for several years and intend to keep them.

We were in need of a new coil for our air conditioner. Two techs came and encountered a problem with the new part fitting correctly. They worked long and hard in our very hot attic to resolve the problem which involved getting a custom size plenum to complete the job. [redacted] and [redacted] went above and beyond to make it work. We are very appreciative of their efforts and would definitely recommend Parker & Sons.

I was very impressed with the customer service, from making the appointment with a plumber to come to my house until completion of the work. The plumber was honest as to what needed to be done and the price was reasonable. Also, there was no attempt to talk me into something that I did not need. How refreshing! It seems that olde man [redacted] has established a code of conduct and strong work ethic, something that was probably much more common among businesses in 1972, that has fortunately for our community, been carried over to the present day.

Service employees arrive on time, are helpful and knowledgeable and considerate about keeping dirt out of house. Office employees are helpful and friendly.

Great toilet super flush after repair.

Unblock laundry drain. Great job.

Dan M[redacted] was my plumber. After disguising my problem he gave me all kinds of options rather than saying; this is the way I'm going to do it. Wish I liked. Original he was going to cut a rectangle box in drywall to get to value...which was going to add another $220.00 to the job. But after his review he decided to try to fixed the value from the bathtub value opening. He was successful & therefore saved me $220.00 for drywall repair. Then he looked at another different water leak problem I have...he spent about 30 min. looking at that...but he didn't charge extra for doing this.

My AC recently started blowing hot air and called them to come check out the AC unit. Then when they came out, it took them 15 minutes to say the AC unit is so broken that I would need a new unit that would cost over 7K. The repairs they "recommend" would cost over 3.5K and the repair man kept trying to sell me a new unit saying that even after the 3.5K repair, they can't guarantee it will fix the problem. I then called another company to come investigate. They said that Parker and Sons did not even open the cover on the AC unit, the originally seal was still on the AC. The other company ended up fixing the AC for only $500!!!!! Don't trust anything that these repair man says, they only want to sell you a new unit and instead of trying to fix it, and if they do fix it, they simply just replace every single part. If I needed to replace every part on the AC unit, I can do this myself as I don't need to diagnose the problem!

I was impressed that within minutes of scheduling an online appointment on Saturday afternoon, we received a call-back and an available opening on Sunday morning with no extra charge for weekends.

The service techs were polite and professional.

I have used Parker and Sons before they are fair professional an honest. Outstanding people Quality service.

I have been a customer of Parker & Sons for about 10 years. Except for two occasions, they have been reliable, courteous, and best of all, trustworthy. Regarding the two occasions that didn't meet my approval, they quickly responded and remedied the situation to my satisfaction. Their service reps have always been professional and congenial. Overall, my wife and I recommend them highly.

They were fabulous. Kind, caring people. Wes, the technician was beyond wonderful. I will use no one else.