On Tuesday, April 19th, we had a new AC / Furnace Unit and Water Heater installed. We had multiple issues within the first week.
The install Crew was supposed to arrive between 8-10 on April 19 and arrived at 10:35.
As the crew was completing the install and preparing to leave at about 7:15 PM, they sounded like they were troubleshooting a wiring issue, but let us know that they were complete shortly after.
After the crew left, at approximately 9 PM, the heat was NOT working (Furnace not turning on at all). We called the Parker Pearce service number and were contacted by the on-call tech about 30 mins later, who spent 20 minutes trying to talk through the problem over the phone. He then arrived to our house at about midnight and identified a low-voltage fuse / short issue in the unit that he said was likely caused / not addressed by the installation crew.
On 24 APR, the heat stop stopped working again. Another on call tech came that evening and identified that the initial wiring job was causing the recurring short and he fixed it.
On 21 May, the first time we turned on the AC in warm weather, it did not cool the house. The thermostat was consistently set at 66-68 but the temperature was 73-75. We double checked the vents / filters / etc and the issue was not resolved. On 22 May, after the issue continued, we called the Parker Pearce service number at 645pm. At 1030 pm, the tech call to inform us that they would not be able to come until the following day due to high volume.
The initial installation and subsequent services (2 + 1 pending), all as results of the poor initial installation, have been a significant inconvenience and do not reflect the quality of service that we were led to expect by the salesperson. Our brand new units have been more trouble than our previous 15 year old units. We are not at all satisfied.
We attempted to reschedule several times on Monday, 23 MAY and Tuesday, 24 MAY. Dealing with the Service Experts call line was terrible and we had to demand that someone finally come out on Tuesday night to identify that our drip pain was broken on our brand new unit. Carlos, as service tech, was great, but it has been almost a week and our unit still isnt fixed. Overall, this service experience has been terrible.
As soon as the warranty is done and our current maintenance plan is over, we will be looking elsewhere. We paid 15,000 for brand new units and believed that Parker Pearce was a local, reliable business. Instead, we have had at least 3 separate issues with our units and had spent days playing phone tag with service experts."