ComplaintsforParrish Services, Inc

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Parrish Service that does maintenance on my gas generator - A part was cracked on it - they told me the estimate would be 425.15 because the part of hard to find. They fixed it and I asked for the broken part back. Did research and found out that part is easy to find and less than a 100.00. I even called ****** about the part - ****** said they only sale their parts to Authorized Companies that do the work on their generators. I called Parrish and asked why I got charged so much - Wanted a breakout for the part and labor - they will not give it to me. They said they have a standard rate for jobs and would not give me a breakdown of costs of labor and parts. I did receive a call back and was told the same thing again, but he would talk to Management about a decrease in my bill. But after what he told me - I don't believe they will do anything. Also he said I did get a 15% discount on the part. So that means it would of been close to 500.00 for this job. Yes I did agree but that was based on what I was told that they had to find the part and I figured they gave me the high price because it would be hard to find, which it is not hard to find the part (only found this out when I asked for the old part and researched the cost myself) and it would change once they got the part. So all I am looking for is some type of partial refund since I now know the part was less than a 100.00. Even the email they sent said Estimate.

  Business response

  10/10/2022

  In order to provide fair and consistent pricing to all our customers, we use a flat-rate pricing method. That means all pricing is pre-designated and assigned in our price book. This ensures everyone pays the same price for the same work and there are no unexpected costs associated with the work quoted. We have performed research to ensure our pricing is in line with industry standards and the prices are firm. We require a signature prior to any work be performed so that the customer has the opportunity to complete any research they feel is needed before committing.

  I have attached the authorization that was signed by **************** on 9/15 at 1:15pm and the signed invoice dated 9/30 when the work was completed.

  Thank you!

  Customer response

  10/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Yes I did sign the agreement, but it was an estimate and it comes down to he said - she said because I don't have any proof of the phone calls while talking to the company.  Like I said I was told it would take awhile to find the part (which I did not know the part number) and if they had provided the part information I would of research it further before I signed the paperwork or cancelled the agreement and gotten more estimates - I trust this company because I have used them for maintenance on my generator for years.
  
  Regards,
  
  **********************
  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a routine maintenance contract with this company and they came out on March 2nd to perform the routine inspection. While here I asked them to look at the bathroom sink pop up drain. I also asked them to look at the sprayer on the kitchen sink.The report about the routine maintenance was wrong in that it said we had city water when we have well, and that they did not flush the hot water heater which they did after I loaned them a hose because they came ill prepared.They fixed the pop-up sink drain in the bathroom improperly and I had to show them that it was still broken and also helped find the problem as the technician was incompetent.The sprayer problem in the kitchen sink he blamed on a cartridge. He went to *********** bought two different cartridges, both of which were incorrect and then said "oh don't worry it wasn't the cartridge after all". He then proceeded to try and disassemble the sprayer and broke it. It took 12 days to get the part and return to fix the sprayer, but this repair was done poorly leaving the sprayer with a gap to the gooseneck. They said they would come back to fix it.A few days later I noticed there was water in the cabinet under the kitchen sink. They sent out a technician who then said the problem was the garbage disposal was leaking. This disposal is relatively new, and there was no sign of a leak before they came to my house. The first technician did a lot of banging around under the sink and I believe he damaged it.When I called to try to get them to fix the faucet and the garbage disposal they said I had to pay for the repairs they had already done improperly to the kitchen sink first. When I said I was not going to pay for a badly done repair that still needed to be fixed, I got a call from the general manager. She told me she had spoke to the owner and that he said just "to sever ties" leaving me with a leaking garbage disposal and a kitchen faucet that still is not proper.

  Business response

  04/20/2022

  During the routine plumbing maintenance, an issue was identified with the pop up in the hall bath and the aerator. A proposal was provided to ************** to replace the pop up and to clear the aerator, who authorized the repairs prior to the work being completed. For fairness and consistency, we offer upfront flat rate pricing and require proper authorization before any work is started in the home. We charged and are entitled to the pre-authorized and completed work, totaling $503.87. As we are unable to provide you with the services you require, we will not be pursuing collections for the balance due. 

• Initial Complaint

  01/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Alan G***** on 6/17/2021 to do warranty replacement of two Natural Gas *** ***** model **** ** water heaters. When he called me back said he found one water heater he can install on 6/18/2021 and he will look for a 2nd water heater. He was asking $3,000 for 2 water heater installations. Even though I know the usual cost of installation is around $1,000-1,200.I had to agree to that due to no hot water at our house. I thought it would be $1,500 each water heater install and he said he wanted $2,400 for the first water heater installation. Thomas and Doug, two of his technicians, came around 9.58 am on 6/18/2021 and in 2 hours they installed the state water heater and took our 2 old units and I paid $2,400. Now his harassment and unethical behavior started. He sent me a proposal for $2,613.35 on June 28,2021 to fix the gas line .We agreed to get it over with and on July 22,2021 the technicians came and they brought DENTED and a damaged and old looking water heater and we refused that unit. Alan turned everything on us and accused that adult person was not there to make a decision. My son, almost 18, was there. We agreed to the quote and no need for me to stay there ( first time also we were not there ,he did not have any issue and I was sick from post Covid ) but we did not expect him to cheat us by bringing a dented ,old unit and charge $2,600.If he brought a good new unit everything would have been taken care of on that day. After we saw the kind of heater they brought we did not trust him and we got 3 different plumbing companies opinions and all of them said our gas line is fine and the state water heater requires a minimum 1/8 PSI .I spoke to **** at *** ***** the newer models the manufacturer fixed the problem by spray material to protect the interior. I want him to give us a new state heater ***** for Replacement number ********* and we can install that with a different company. He used ********* for the first unit.

  Business response

  06/10/2022

  From: Linda C********* <*********@parrishservices.com>
  Date: Thu, Jun 9, 2022 at 9:54 PM
  Subject: RE: [External] ***************************************** Complaint (********)
  To: *********************** <***************@mybbb.org>
  
  Hi, *****:
  
  This homeowner has registered a complaint with Virginia's ******************************************************, and Parrish has formally responded to the complaint through the regulators.
  
  However, in the interest of having a response on file at BBB, the relevant facts are:
  
  The customers two water heaters failed during the manufacturers warranty period, so the manufacturer agreed to provide replacements to their customer. Parrish was asked to install the two manufacturer-supplied, natural gas water heaters.
  Parrish provided the customer with a proposal to install both units. All pricing was upfront and in writing. The customer signed the proposal, and work commenced.
  There was—and continues to be—a nationwide shortage of water heaters. Parrish was able to locate one unit, and the parties agreed to install the one unit while waiting to receive a second unit.
  In the meantime, our master technician began to wonder why two brand new units failed so quickly. We didn't want to install two new units and have those units fail, too. So upon investigating the matter, the master technician found that the original water heaters were not properly installed; the gas line to the water heaters was inadequate. An improperly sized gas line can damage the unit, and it is not compliant with Virginia  building code.
  At that time, Parrish checked the Fairfax County permit history and discovered the homeowners had not installed the original water heaters with a permit, as required by law. Had the work been permitted, the inspector would have caught the mistake at the time of the original installation.
  Having discovered the current gas piping was not code-compliant for the replacement water heaters, Parrish offered to address the gas line problem or stop work. The customer would not agree to fix the problem, so Parrish stopped work. By that time, the replacement water heater had been delivered to Parrish by the distributor.
  On March 24th, we called the client and informed them: a) the water heater was in our warehouse; and b) we were unwilling to install the water heater (since the client refused to bring the installation site up to code); c) we are unwilling to deliver the water heater because we no longer wanted to do business with this homeowner; and 4) the distributor would not allow us to return the unit. So Parrish told the homeowner they could make arrangements to pick up their water heater at any time during business hours provided they gave Parrish one business days notice. As of June 9th, they still have not retrieved their water heater.
   
  Short of making arrangements to allow the customer to pick up the water heater, Parrish opts to refuse any service for this homeowner.
  
  Thank you,
  
  Linda

  Business response

  06/23/2022

  1. This complaint is being addressed by a duplicate complaint filed with our regulatory authority, Virginia ****, and we will not duplicate our efforts by attempting to resolve the complaint here. But for the sake of a complete record for BBB:

  a) The homeowner was quoted all prices in writing prior to the beginning of work.

  b) One water heater has been installed by Parrish under the manufacturer's warranty.

  c) Prior to the second water heater being installed, Parrish discovered the homeowner had not disclosed that the failing water heaters had been installed without a permit and in violation of county code. Thus, the work to install the warranty replacements had to be halted and the pricing adjusted to reflect changes in scope to meet code. The homeowner refused to comply with the code, so Parrish could not legally continue the work. 

  2. The two water heaters were replaced at no cost to the homeowner under the manufacturer's warranty. Once a homeowner has received a warranty replacement, the failing equipment is the property of the manufacturer, not to the homeowner. The manufacturer required Parrish to return original water heater parts, and we complied. The homeowner is not entitled to either one of the removed water heaters.

  3. The  second replacement water heater is still sitting in Parrish's warehouse. Months ago, the homeowner was asked to remove it, but she has not complied. Therefore, tomorrow we will be mailing a formal notification that the water heater must be removed within five (5) days of receipt of the notification or no later than July 15, 2022. After July 15, we will charge for storage at a rate of $100/day.

  Customer response

  06/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  

  I am rejecting this response because:

  We want Parrish return the heater back to the distributer . we can pick up the heater from the distributer ,i need the name and number for the distributer. We don't want heater from  the Parrish directly since we have conflict with them. We told this to ***************** also. 
   
  Regards,
  
  **************** ********************

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