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An Entity of Type : rev:Review, within Data Space : foodie-cloud.org, foodie-cloud.org associated with source document(s)

Attributes	Values
type	rev:Review
dateCreated	2016-08-08 00:00:00 (xsd:dateTime)
itemReviewed	Parker & Sons
http://www.openvoc.eu/poi#funnyReviews	0 (xsd:int)
rev:rating	1 (xsd:int)
http://www.openvoc.eu/poi#usefulReviews	2 (xsd:int)
rev:text	Last Friday morning around 5:15am I was woken up by water sensor alarm that was located in the pan at the bottom of my hot water heater. My A.O. Smith 50 gallon tank that Parker & Sons installed in April 2014 was leaking. With the tank itself 2 years and 4 months old I knew it was under warranty. (The previous tank that Parker & Sons replaced back in April 2014 sprung a leak and flooded out my master bathroom, laundry room and garage causing thousands of dollars worth of damage so I wanted to get a technician out ASAP to get this tank looked at and replaced before we had another major issue and flood damage to my home.) I called Parker & Sons 24 hour emergency number for assistance around 5:20am. The call was answered immediately. I explained the severity of the problem and the leak to the young lady on the phone and she said she would have technician call me right back to assist. By 6:30am, I still had not received a call back, so I called the 24 hour emergency number back again. The lady who answered this time said she saw that I had called earlier in the morning and said my message was passed on to two technicians but was not sure why I had not received a call. I let her know the leak was getting worse and that no one had called me back as of yet. She said she would resend the message out to the technicians again. The main reason I kept trying to get through to Parker & Sons (rather than reach out to another company) is that since they installed the hot water heater that was leaking I thought they would be the only the only company able to fix it under the warranty. By 8:00am, 2 hours and 40 minutes had passed since my first phone call and I still had not heard back from Parker & Sons regarding my emergency leak. I then called another company just after 8:00am and explained my situation, I asked if they would be able to honor the warranty even though they did not install the hot water heater that was leaking. The other company asked for some information on the tank and said they would look into it and call me right back. 5-minutes later the other company called me back and said they could honor the warranty and could have a technician with a new tank over to my home by 11:00am. I booked the appointment immediately as I needed to get this leak taken care of and tank replaced before the situation became worse. About 8:10am, Parker & Sons finally called me back for the first time. The young lady that called was from their main office. I let he know I had an emergency leak that I had called in to the emergency 24 hour number at 5:20am and 6:30am and she was the first person to call me back. She told me that they open at 8:00am. I asked her why do you advertise a 24 hour emergency number if you do not open and call people back until 8:00am? She told me: "That you can call the emergency number to leave a message, but we will not call you back until our office opens at 8:00am." (I was so surprised by this response from her I even asked her again to be sure that is what she meant, and she repeated the same information to me again.) I let he know that the two ladies that answered the phone at 5:20am and 6:30am told me that a technician would call me right back to assist with my emergency. She told me: " They work for a call center and are not Parker & Sons employees and they were wrong." I will say she was very apologetic along the way. The other company came out at 11:00am on the dot as they said they would and had the new hot water heater installed and operating by 1:00pm. So I was good to go. I did call Parker & Sons later that day to tell them what happened to me that morning and asked about the 24 hour emergency number and how that worked. The person told me I SHOULD have been called back right away that morning after I called at 5:20am for the emergency leak and was also very apologetic. I let him know one of his co-workers told me differently when I spoke with her at 8:10am. Again he apologized. Very disappointing experience with Parker & Sons to say the least. I am still confused how two of the employees from the main office (not their call center) gave me conflicting information on how their 24 hour emergency number works. Their customer service skills in an emergency situation and time of need were not good at all. Regardless I would not recommend this company to anyone, for a company that has been in business for 42 years I was very surprised how inept they were.
http://www.openvoc.eu/poi#coolReviews	0 (xsd:int)
rev:reviewer	Brad

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