Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Parker & Sons installed two new HVAC units at my home on Thursday, March 27, 2025. I was scheduled to have drywall repair work completed on Monday, March 31, 2025, between 8:00 and 12:00. I even received a text message confirming the appointment time window. No one ever showed up, I called several times and no one at the company could give me a straight answer as to why. I've lost a days pay from work taking the day off to wait for them so show up which never happened.

  

  Business Response

  Date: 04/01/2025

  Called owner and discussed miscommunication we are going out 4/4/2025 to complete all repairs. Once completed will get with owner to make sure all is completed properly. 

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 1, 2024, I purchased a Family Plan maintenance program with Parker and Sons. I paid by credit card $153.89 for two semiannual heating and cooling system checkups. 1. The first checkup was on November 15. I explained to the technician that the system is nine years old and seems to be running well. The only problem is a noisy AC system - probably just metal vibrating.2. The technician went and sat in his truck for about a half hour.3. He came back in the house and told me that everything is fine, but the best time to buy a new system is when everything is running well. He then tried to sell me a new heating and cooling system.4. Please understand, he did not even turn the air conditioning and heating system on to do his check. He just told me everything is fine, but it might be time to buy a new system. 5. On November 19 I called Parker and Sons reported the bad service and requested a refund. **************** agent *** tried to sell me something else but reluctantly agreed to refund my $153.89 by check. He said it would take a week or 10 days for me to receive the check.6. Not having received the refund check I called Parker and Sons again on December 9. ******* apologized for the delay, tried to sell me an upgrade and then told me I'd receive the check in a week or 10 days. 7. Not having received the refund check I called Parker and Sons again on December 26. ***** denied that Parker and Sons ever agreed to refund the $153.89. After explaining the situation and declining her sales efforts she agreed to issue me a check for $153.89.8. Here it is January 8, and I have not yet received the refund check.9. Please understand the Parker and Sons heating and cooling checkup plan is nothing but a scam. The technician did nothing, checked nothing and only tried to sell me a new system. I should not have to pay $153.89 for a sales call

  

  Business Response

  Date: 01/09/2025

  Called Mr. ***** back apologized for the experience of what occurred and delay in the processing of his refund.  Advised him refund was processed today and can take approximately 3-5 days to show back up depending on his bank.  Customer was appreciative of my call.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July/August 2024, Parker and Sons Plumbing technicians conducted routine maintenance on my water heater, involving turning off the water, detaching hoses, flushing the tank, reattaching hoses, recharging pipes, and refilling the tank before they left. Days later, I noticed the pipes making unusual sounds, indicating a leak. Upon inspection, I discovered a significant leak arising from the joint connecting the cold-water hose/pipe unit to the water valve, resulting in approximately $600 of water loss over a week. This issue appeared to stem from accidental damage occurring during the maintenance visit.Despite the unmistakable evidence of the leak and the technician acknowledging the problem, the repair cost of $4990 was passed on to me, while it should have been covered under their service warranty as they are a bonded contractor. When I raised concerns about the charges, two corporate representatives arrived, examined the wall gap left by the technician, and proceeded to deny responsibility, claiming the leak was underground and refusing to address the issue. Their dismissive attitude and lack of accountability led me to ask them to leave my premises.A simple apology and reimbursement could have salvaged the relationship and led to further business collaboration, such as roof replacement, solar/battery setup, HVAC servicing, RV pad hookups, kitchen remodeling, and garage conversion. Unfortunately, their refusal to acknowledge fault or make amends left me with no choice but to seek services elsewhere.Based on my experience, I caution against using Parker and Sons services for home maintenance due to their corporate leadership's failure to support their technicians' work and their dismissive attitude towards customer concerns.

  

  Business Response

  Date: 12/02/2024

  Performing maintenance on a water heater requires us to manipulate the valves and drain the tank, and we inspect many points of service and safety during the appointment. We are very careful to communicate possible failures or items of interest to the homeowner during the course of maintenance. The homeowner identified a possible leak the week following our service, and upon inspection we confirmed there was a leak in a copper waterline located beneath the slab and far disconnected from the water heater.  The pipe travels underground, then up into the wall where it manifolds and feeds several fixtures, with each divergent water line being secured.  

  The leak was located underground and far away from any valves or fittings we would have worked on during the water heater maintenance appointment. Any above ground leak caused by forceful manipulation of the pipes would have been immediately evident. However, we did not damage any of the above ground pipes and the leak was located underground and far away from any valves or fittings we would have worked on during the water heater maintenance appointment.

  We understand the frustration with home repairs and unseen leaks, and it's important to us that we stand with our customers and help them resolve any ******************** problems. 

  We visited with the homeowner after she expressed her concern and we reviewed the sequence of events preceding her leak. We attempted to explain the disconnection between our work area and the leak in her main water line under the slab. The homeowner was not receptive to our explanation, however we are still committed to providing 100% customer satisfaction and will continue to work with *** to provide peace of mind. We have offered to repair drywall holes that were opened when the new water line was installed to stop the leak. We will honor that offer when/ if the homeowner chooses to accept it. 

  We are grateful for the opportunity to interact with our customer to improve their experience.

• Initial Complaint

  Date:10/22/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 14th, 2024 I noticed I had received a bill for $21.98 against my credit card from Parker & Sons. I phoned their cutomer service, told them I repeated multiple times to EVERY **************************** technicians that I was NOT interested in going on their monthly membership. I was told the amount would be taken off my credit card but they have not done ******** I received a text message from Parker & Sons welcoming me to the Parker & Sons family and offering a water wellness check. I do not want anything from Parker & Sons. I do not want a wellness check. I do not want text messages from Parker & Sons. I do not want emails from *********************** would be very nice if they refunded my $21.98 as was promised.

  

  Business Response

  Date: 10/23/2024

  We looked into Mr. ******** concerns and the Parker Family Plan was cancelled when he called, and that time he was also given a 1 year gratis (free) plan as a customer consideration.  The refund was submitted on 10/14 and at the time we advised the customer it can take 10 business days to process.  We have promptly reached out to our accounting department and the refund of $21.98 was issued back on the **** today.  

  Customer Answer

  Date: 10/24/2024

  
  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

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 10/21/21 **** purchase contract included a 3 year HVAC maintenance plan dated 1/10/25 - 1/9/2028. The plan dates were pushed out as incentive to purchase the unit from them as I already had a maintenance plan in place with a competitor. That competitor has maintained my HVAC system over these last 3 years. I never requested that service from Parker and Sons during this period. They will not honor the contract. They state it is expired and they no longer offer it. They need to provide two semi annual services for each year of the time period or refund the $1700 shown in the contract. They can choose either.

  

  Business Response

  Date: 10/21/2024

  We have called Mr. ******* and left a message that we are honoring 3 years of the Parker Family Plan and have submitted the forms for this to be processed. We have not heard back from Mr. ******* if this is an acceptable outcome. 

  Customer Answer

  Date: 10/21/2024

  
  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. 
  

  Thank you.
  
  ******* *******
  
   
  

• Initial Complaint

  Date:10/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  their employee stoled my credit card and the company is not helping me. They keep saying they are going to investigate it and call me back. But they never call me back. I keep calling and still no one has called back. And my credit card has not been returned.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had purchased a HVAC unit from Parker and Sons which had to be replaced because of numerous failures. 2021 time frame After 24 plus repair visits they ended up replacing my unit after complaints to the BBB for this issue. This week the replacement unit has failed. Oct 3rd 2024. The repair **** came on Oct 4th and told me they did not have the part in stock and had to order from **********. We sat for 3 days in 100 plus degree weather with no AC. Part came in Monday the 7th and they tried to replace the part and it failed. They said faulty part. Today is the 5th day with no AC in 100 plus degree heat and I have yet to have my warrantied unit fixed. I would like to have the unit fixed or replaced again asap. Job reference numbers **********, **********.

  

  Business Response

  Date: 10/11/2024

  On October 4, 2024, we responded to a service request & diagnosed a non-operating HVAC unit.  Our technician identified a faulty part which is OEM specific not available locally having to be ordered (expedited) from ***********  In the meantime, we set up a portable AC cooler to help the best we could since were at the mercy of the manufacturers part on its way from out of state.  Unfortunately, the nations supply chain is currently impacted by occurrences beyond control.  We replaced the ordered part and identified a companion part that was related to the initial cause of part failure.  Fortunately, we identified that and have restored unit back to full operation.  We sincerely apologize for the inconvenience this caused & can empathize that air conditioning issues are not ideal for anyone.  

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A new AC unit was installed by Parker and Sons (P&S) on September 20, 2024. That night, we, the homeowner noticed the unit was making a loud noise from the return vent (29x8); however there was another appointment with P&S on September 23 for the quality check so we waited. The technician, ****** from P&S came out on Monday, acknowledged the loud noise and told us that the return vent is too small and it's not supplying enough air to the unit. P&S sent another technician a few days later and he told me the same. Then P&S sent a duct specialist, who suggested to make another return vent to reduce the noise, without even checking the existing vent or anything else. He cut into the drywall to place another vent (15x6); it didn't make much difference. The unit is still making 92dB noise, where it's supposed to be as quiet as 75dB according to the invoice from P&S (attached.) I contacted P&S with pictures I took (attached) asking for the repair or modifications, but they haven't responded. As you can see in the invoice, we spent $12,895 for the new AC unit, plus $382.50 for the new return vent which didn't make any difference. We want P&S to be responsible for the proper installation of the new AC, which is supposed to be making 75dB NOT 92dB, as 85dB and above has a risk of hearing damage.

  

  Business Response

  Date: 10/07/2024

  Hi Hanako,

  We have acknowledged your concerns and are actively working on a solution. Thank you for your patience as we look forward to seeing you on the scheduled visit for 10/8/24. If you have any further questions or concerns, please feel free to reach out to us, and you can request to speak with our HVAC leadership team. 

  Thank you.

  Customer Answer

  Date: 10/08/2024

  
  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. 

  The technicians, **** ****, ******* ********** and *** ****** from Parker and Sons came out this morning and they did amazing job to solve the issue. I'm really happy with the result and I'll make sure to contact these technicians for future AC needs.

  Thank you!

  
  ****** ******
  
   

  
  

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a breaker popping when I plugged things into an outlet in my kitchen. I called Parker and Sons to come out. They replaced two 20 amp breakers and one GFCI outlet. The total cost was $948.00. I called my son and my son in law, who has been int eh construction business for 43 years, and they both told me that I got ripped off. I would like to get reimbursed for the outlandish cost I unknowingly paid to Parker and Sons. I am told the cost should have been no more than about $300-$350.

  

  Business Response

  Date: 02/05/2025

  Thank you for reaching out and sharing your concerns. I appreciate the opportunity to personally address this matter. At Parker & Sons, we are committed to customer satisfaction and always strive to go above and beyond to make things right. I see that a refund of $410 was issued on December 9, 2024. Please let us know if you need any further details or assistance regarding this transaction. We want to ensure that everything has been resolved to your satisfaction.
  If there is anything else we can do for you, please don't hesitate to reach out.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had my AC unit replaced in March of 23, with in a month it stopped working, they sent a technician to inspect it, he told me that drain pipe was installed wrong and not draining, water backed up in to sensor shutting off AC, he kind of fixed it, with in 6 months it happened again, called someone else and he removed and cleaned drain, system has been working good since, also there has been a rattle in the vents since replacement and Parker & sons refuses to repair it under warranty, I was told over the phone first that it would be covered but when technician called he told me he has to charge for his visit, called the office again and was told a supervisor would call me, its been 2 weeks and still no phone call.Also water leak they came and looked at it, quoted me $500 to repair it, all they did was cancel my hot water to that sink so I could use it, took the money but did not repair broken pipe, when I asked technicians they quoted me $26,000 to replace all of the pipes in the house telling me it could not be repaired, called another company and they repaired it for $150.I paid the company over $13,000 for AC unit and $500 for plumbing

  

  Business Response

  Date: 09/10/2024

  We have reached out to the customer and left messages to schedule a technician to come out to investigate rattling air vent , waiting to hear back from customer.

  Customer Answer

  Date: 09/12/2024

  They called my wifes number and left her a message, I called them with in minutes ****** took my message and she would have someone contact me, I again asked that they call my number and not my wifes, its as if they are calling hoping not to find anyone.

  

  Business Response

  Date: 09/17/2024

  We have reached out to the customer via numbers on file and email last week and this week to schedule a technician to come out to investigate rattling air vent , waiting to hear back from customer.