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:11/08/2023

  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.

  I am a client of Al Parsons since May 2, 2022.The work was a change of a broken spring on an overhead garage door on May 2, 2022.The work was done, and a service call-back was required on May 10, 2022 for a tune-up due to a clanking noise pointing to joints imbalance throughout the door components.The door continued to be very noisy, but that specific clanking was settled. I was provided with a parts installation warranty valid for 90 days starting on May 10th, 2022 and it was at no cost.All looked good except for the noise and clear strain on the door components..In August 2022 I called asking for a maintenance service call and was encouraged to wait for a call from the office by October 2022 since some sales would become availableThat call never came. Winter came and went, and the garage door is shaking and trembling, clanking and I fear it became a safety concern. It needs maintenance,I dropped by the office on August 8, 2023 and asked for a maintenance appointment which was immediately scheduled for August 9 in the morning with the arrangement that I get a call 30 minutes before the technician shows up.Nobody ever showed up. I called at noon (same day) asking when is the technician supposed to come and was told to wait for his call.This not only is holding the clients in contempt but I heard no apology that day or since, no call came to reschedule, nothing.The reputation of businesses represents 90% of their life. I wrote first to ********************* office and email which was confirmed for receipt. Still no reaction today, no call, no email response....., therefore, I have conveyed to BBB the situation in this complaint form. I decided to do the unthinkable for me - that is, file a complaint, which will not solve the maintenance of that dangerous garage door which is falling apart. There are big jobs and small jobs. Maintenance is part of the business and holding the smaller clients in contempt will not increase the cash flow.

  

  Business Response

  Date: 17/10/2023

  First, I would like to apologize for the frustration you have been experiencing as a result of this issue with your door. We take customer satisfaction seriously, and we appreciate you sharing your feedback, as it allows us to resolve problems and improve our services. 
  
  As you know, we have sent our service technicians in the past to resolve outstanding issues. Unfortunately, the last two requests submitted were inadvertently missed as a result of a staffing change over in our office and a staffing shortage on our service team. We realize this does not excuse the situation, and we apologize for the trouble this has caused. 
  
  We are grateful you have selected Al Parsons as your service provider, and would welcome the opportunity to resolve your concerns.   
  
  If you agree, we would be pleased to have one of our owners, an expert service technician, come and resolve the issue at your convenience.
  
  To schedule this appointment and answer any questions, please contact us directly at ************.
  
  Thank you, 
  
  ***** Parsons
  Al Parsons Electronics
  

  
  

  Customer Answer

  Date: 18/10/2023

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