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:03/20/2024

  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.

  On/about 2/26/23 Parrish Services technicians performed annual maintenance on the stand by generator they installed in 2012. This servicing was covered by my service contract. When scheduling I informed them I was concerned the generator was not functioning properly.When the technician completed the servicing he said the generator would not start and thought it needed a new stepper motor which he would have to order; he also recommended a new battery. He said he wasn't sure about his diagnosis and said the work was not guaranteed!?. Shortly thereafter I received a written quote in the amount of $1,164.85 including " member saving" of $205.55. The quote was not only shockingly high but also not guaranteed.Naturally I got a second opinion. I contacted " Generator Supercenter" of ******* ********. On 2/ 31/ 23 a Generator Supercenter technician came to my home and replaced the stepper motor, a part he carried in his van. The total cost of the repair was $391.96 of which $220 was the cost of the trip and diagnostics. This technician said I did not need a new battery.I waited a few months to confirm the generator had indeed been repaired and then began contacting Parrish Services, asking them to cancel my service contract and issue a refund. Several months passed with no response from Parrish. I finally called them and they said they would not refund the cost of my service contract. I followed up several times to no avail. At my request a Parrish technician called me to " clarify" the exorbitant quote. He told me the cost of the part was $108 but could not explain why they charged $850.66 for the part installed, compared to the $162.23 charged by Generator Supercenter. Unable to coax even an apology much less a refund from Parrish I filed a complaint with Fairfax County.After several weeks of mediation, and in spite of my decreasing the amount of my demand Parrish Services would not budge.

  

  Business Response

  Date: 03/22/2024

  We appreciate the opportunity to address the recent consumer complaint regarding our services.
  
  

  The customer purchased a maintenance plan which included scheduled maintenance for their generator. We confirm that we performed the maintenance as outlined in the plan. However, during the maintenance visit, ************** identified an issue and provided a quote for suggested repairs.
  
  While we understand the customer's concerns about the pricing for the suggested repairs,we cannot refund them for work that was not performed. As for the maintenance,which was included in the plan they purchased, that was completed so a refund for that service is not justified.
  
  To provide further clarity, we are attaching:
  Invoice for the purchase of the maintenance agreement, outlining the services included.
  Checklist of items addressed during the maintenance.
  Invoice for the maintenance visit, which is $0 as it is included in the plan.
  
  Regarding the specific issue at hand, it's important to clarify that the dissatisfaction arises from the pricing quoted for services outside the scope of the membership. It's worth noting that the estimate provided for the additional work was presented solely for consideration and was never accepted by the customer. Consequently, no work was initiated, leaving no grounds for a refund in this instance.
  
  As part of their membership, our valued customers receive annual maintenance which was diligently carried out by our team. We've provided detailed invoices reflecting the completion of this service as per our agreement. Moreover, our memberships offer discounted rates for additional services, which were factored into the pricing communicated to the customer for the additional work recommended.
  
  It's essential to recognize that our pricing structure encompasses various factors beyond just the cost of parts and labor. As a reputable and established business, we prioritize transparency and integrity in all our dealings. This includes providing upfront estimates to empower our customers to make informed decisions regarding any necessary repairs or services.
  
  In the case at hand, the customer opted not to proceed with the suggested repair, a decision that we fully respect. However, I want to emphasize that the membership benefits, including the completed annual maintenance and discounted service rates, have been faithfully honored by our team.
  
  It costs a lot of money to run an organization that is prepared to respond rapidly for our customers, who call us in a crisis because their comfort system has broken down during extreme weather conditions. That means we need extra resources standing by. Unfortunately, faster service is more expensive. We provide skilled labor, like an auto mechanic, medical technician, and other skilled trades.  Skilled labor is more expensive than unskilled, day labor.  Most of our charges are for labor, but we have a lot of other expenses too.  We base our prices on our costs.  We cannot price the same as fly-by-night contractors.  Out of every dollar we charge, we must pay for:
   
         Our technicians salary
         Workers compensation
         Social security
         **************** benefits
         Uniforms
         Ongoing training
         The time it takes to drive to your house
         Tools
         Trucks
         Finance charges on the inventory we carry
         Gas
         Insurance for our trucks
         Business insurance
         State licensing
         Telephone line charges
         Our telephone system
         Internet charges
         Someone to answer the phones and dispatch the technician (keeping track of the progress of every job to keep you informed when you can expect the technician)
         Overhead and benefits for office personnel
         Our computers
         Our software
         Someone to enter information into the computers
         Accounting
         Billing
         Tax services
         Legal services
         An after-hours answering service
         Website
         Yellow Pages advertising
         Other advertising
         Membership in professional and trade organizations
         Cash reserves to ensure we can honor all of our warranties and guarantees
         People to fill out dozens of forms and reports for various government regulators
         Taxes

  
  Hopefully,this helps understand the basis of our pricing. Please let us know if you require anything more from us.
  
  Thank you. 

• Initial Complaint

  Date:01/11/2024

  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.

  On December 20th, a technician from Parrish Services came to inspect one of our HVAC systems which was having issues. After spending 30/45min of investigations, he told us the system was too old (22 years old) and needed to be replaced. He spend another 30min checking everything in the attic, came back downstairs, wrote a quote we accepted, we signed the contract and paid about one third of the total amount ($4,700).Another technician came 3 days later, checked everything and told us the system could not be installed because the access to the attic was too small, he told us someone from Parrish was going to call us back.2 weeks later, still no news from Parrish, we called them multiple times, have been promised a call back but nothing. We sent them multiple emails and still no response.Finally, yesterday, I threaten them to cancel the operation on my credit card and contact the BBB. They called my wife right away and told us a 15% fee would apply as cancelation fees.After a long discussion, the Parrish employee told my wife there was going to be fees for materials and stock and we do not know what, which does not make sense because Parrish cannot install, not that we do not want.I have asked my credit card company to cancel the operation but I do not know if it is actually possible, I am still waiting for their answer. I would love Parrish to actually do the work but they cannot and I need the money to pay for an access to the attic.

  

  Business Response

  Date: 01/31/2024

  ************** was refunded her FULL deposit minus the $129 trip charge that was credited due to the purchase of a new system, a total refund of $4571.00. ************** then put in a dispute with their credit card company and received another payment of $4700 so in all was given $9,271 when the deposit paid was $4,700. Parrish is currently in the middle of disputing the EXTRA refund that was given of $4700.00 as that money was NOT owed and the refund was fully processed and received prior to the credit card dispute. 

  Customer Answer

  Date: 02/01/2024

  Hello,

  The business (Parrish) has finally accepted to reimburse me, we can consider this case closed.

  Thanks

  Customer Answer

  Date: 02/01/2024

  Date Sent: 2/1/2024 4:28:13 AM
  Hello,
  
  The business (Parrish) has finally accepted to reimburse me, we can consider this case closed.
  
  Thanks

• Initial Complaint

  Date:07/05/2023

  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.

  Parrish Services came out to fix a plumbing issue. They quickly had me sign an **** agreeing to the cost. Apparently, in the fine print that I never had access to on the ****, it says they do not guarantee they will be able to complete the service but I will be responsible for payment either way. They were unable to fix the problem and they were wrong in their diagnosis. I repeated all the work myself and was able to fix it. I had to take most of a day off work to get this done. I have two primary concerns: 1.) They require payment from the customer without guaranteeing they will get the work done; 2.) They sent a technician out that was unable to identify/fix a simple issue (for a plumber). The guy they sent was a really nice guy but he got it wrong. I want a full refund.

  

  Business Response

  Date: 07/10/2023

  The work that was authorized on the day of service stated that it covered "attempting" to clear the drain. However, after management reviewed the details provided from ********************** on July 4th, the decision was made to refund the task amount as a courtesy, only charging the trip charge for the initial assessment of the issue. We left a message for ****************** on July 4th to advise of our decision. We spoke with ****************** on Friday, July 7th to advise of our decision and the refund was processed.

• Initial Complaint

  Date:10/03/2022

  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 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

  Date: 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 Answer

  Date: 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,
  
  **********************