We’ve been had an HVAC contract with Parrish Services for 13 years and a plumbing contract for 2-3 years. Over the past several years, respect for my time has declined and their appointment window has increased. Today, 15 minutes before my appointment window closed, I called dispatch and learned the tech was going to be an additional 2-3 hours late. Of course, the supervisor on the line indicated that she was just about to call us, but it took me initiating the call to learn this. Excuses are constantly made as to why the techs are late; the focus is always on the other customer and the other job that is delaying the tech, and no consideration is given to the inconvenience caused. I had to listen to the supervisor talk over me for 20 minutes about why these things happen and she refused to provide me a name with someone “up the chain” for customer service. I eventually had to hang up as she would not stop talking.
When we decided to initiate a maintenance contact with Parish, we were told our monthly fee was to provide us “priority precedence” in terms of service response, but this is clearly no longer the case. They take our money and we wait just like any other call-in customer. You would be better served to just call when you have a problem. Parish clearly has enough business that they no longer need my business. Alan, we hope you read this because your company no longer reflects the great standards with which you started. Clearly you can no longer provide the same level of service to your customers because you have so many, to the point that you can let your long-time customers walk away.
On a positive note, we contacted the Billing folks and advised them of the cancellation of the plumbing service plan, and we were promptly provided a refund of our payments for the current contract. At least the money folks know how to respond to customers quickly and decisively.