Complaints

This profile includes complaints for Wilsons Mechanical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Wilsons Mechanical has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Wilsons Mechanical

  473 Cobequid Road Lower Sackville, NS B4C 4E9

• 

  Wilsons Mechanical

  800 Salisbury Road Moncton, NB E1E 1C5

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:15/04/2025

  Type:Billing 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 am receiving unwanted advertisements when I have had a bad experience of poor business practice with this company. Because of this previous experience I would not purchase or trust any service practices in the future.

  Business Response

  Date: 29/04/2025

  Hello,

  Our Credit department will continue to send statements to your civic address until your account balance has been paid.

  I will request our Marketing Department not send advertisements via mail.

  Best regards,

  **** ******

  Manager, Wilsons Mechanical

• Initial Complaint

  Date:03/01/2025

  Type:Billing 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.

  Date of transaction-Monday 20 December 2024. I have not paid for the service call for 'assessing air exchanger' amounting to $107.50 because I believe the appointment to set up the call was misleading. For example, when I made the call, the woman who answered the call said it could possibly be the motor after I told her I believed air exchangers were made to outlast the home but since I have been the only owner of my home I know the home is over twenty years old and the lady said it could be the motor. But when I called back to provide the Brand name of the air exchanger if it needs parts, she said she did not need the information which supports my claim the appointment was misleading because the tech, C*** ******* RSE, told me 'this happens all the time, i.e., people unplug the air exchanger for the summer and fail to plug it back in. But I said it was a previous electrician who left it unplugged after he installed two lights near the air exchanger. The tech, C***, said I should call the electrician and report to him about leaving the air exchanger unplugged and I did. I was mislead to believe my air exchanger was broken when all it needed was to check to see if it was plugged in if according to the company, 'the problems is only that it needs to be plugged back in'. Nature of Dispute- Charging the public fees for general information when the company does not need to make any repairs. This company's statement named that the tech answered a few questions but he also was a salesman and described a mini split I could purchase. As soon as I got the invoice by email, I responded and said I was calling BBB because a simple statement that I should check to see if my air exchanger was plugged in could have saved me two weeks of stress wiping condensation off windows because I was led to believe my air exchanger was broken when it was a general occurrence that it could most likely be merely not plugged in. I have not paid the company. $214.00 nor $107.50.

  Business Response

  Date: 09/01/2025

  Hello,

  We are very transparent about our fees prior to booking appointments.  The consumer would have agreed to our minimum service fee of $215.  Our dispatchers are not technicians and could never have known the unit was unplugged.  This would be the homeowner's responsibility prior to calling for service.

  As you can see with the invoice attached to the original complaint, we have reduced the minimum charge from $215 to $107.50, half the charge of our minimum service fee.

  A request was made for service, administrative staff addressed the concerns the consumer had over the phone to the best of her knowledge and booked an appointment, a qualified technician showed up at her residence and found the unit unplugged. 

  There are real costs involved to dispatch this technician to her residence.  Our good faith offer to discount the service charge proves that our organization is not here to mislead, just to offer our services as she requested.

  Best regards,

  M*** *******

  Manager, Wilsons Mechanical

  Customer Answer

  Date: 09/01/2025

   I am rejecting this response because:
  
  
  I do not accept the response by the business to resolve this complaint.
  The business does not accept responsibility for their years of experience in business with consumers that sometimes an air exchanger only needs to be plugged in.  The business owner/manager failed and has failed with educating a dispatcher to be able to ask a caller to check if the air exchanger has ever been unplugged.  I have never unplugged my air exchanger and have never asked any neighbour if they commonly unplug their air exchanger.  An electrician left the air exchanger unplugged after he installed two lights and unplugged the air exchanger for safety reasons.  This type of conversation would have cost pennies in this type of phone call.  This customer feels 100% purposely duped when under stress making the phone call.  For example, I do not stand outside and watch my New Brunswick power meter go around and around to make sure it keeps the same speed so that I do not have a service call.
  The business owner who responded to my complaint says he is very transparent about fees.  Instead of putting the consumer first, the business owner, instead, projects onto the consumer that the consumer should know about the $215.00 fee, that the consumer brought this upon themselves by requesting service, that the administrative staff addressed the concerns which is not true, and booked an appointment for the $215.00 fee.  The administrative staff did not address the concerns because she is not a technician and refused to take down the Make and Model of the air exchanger until I insisted after suggesting the motor might have failed.  The administrative staff may not be the person who said “this happens all the time” but she did say that it could probably be the motor if the unit is over twenty years old when all I said is that I could not hear it turn on as I am used to hearing.  When it becomes a problem with condensation on windows, and becomes a problem when the humidity sets the smoke alarm off near the bathroom because the button in the bathroom will not turn the air exchanger on during a shower, the business owner has demonstrated more of a capitalist style of business dealing with consumers than a better business style of business and deserves a complaint with the BBB for better business practices.
  The business owner who responded to my complaint also says that it is the customers’ responsibility to check to see if the unit is unplugged.  This is projecting fault on customers when, instead, team meetings at businesses could educate administrative staff.  Blaming the administrative staff is a common occurrence in how consumers are duped.  For example, this same practice happened with a plumbing company that I will never call again.  The dispatcher at the plumbing business kept interrupting me while I described the impetus for my call and said to me, ‘just give me your address’ and when the plumber came the plumbing company said the same thing as Wilsons Mechanical, that there is no problem and that “the dispatcher is not a plumber” and later when I was sent a bill and complained, the manager had come out when he heard me talking about being duped and slammed the door to his office so I would leave.
  I had to wait two weeks to have a person come from Wilsons Mechanical and was very upset I had to wait two weeks just to be punked.  I wiped moisture from my windows morning noon and night for two weeks.  The qualified technician who plugged in my air exchanger, said this happens all the time and I should call and blame the electrician and I did.  The qualified technician who is not a salesman, gave me another business card to interest me in purchasing a mini split while he was staring at the ********* wood stove already burning and heating my home.  The dispatcher was not listening to my conversation, if she sent a salesman to my home.
  This discount mentioned in the owner’s response is the jist of a form letter.  My complaint is from an educated consumer.  Finally the business owner who responded to my complaint, admits to his lack of interest in the consumer by admitting he is there just to offer a service.  I know that I was purposely duped.
  Thank you for giving me the opportunity to respond.  R****** *******
  
  
  

• Initial Complaint

  Date:30/12/2024

  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.

  We purchased our heat pumps from Wilson's Mechanical and had warranties. When one of our units stopped working we called the company for repair service. They fixed the unit but refused to honor the warranty. They told us that the warranty had a maintenance clause, and that annual service was required to keep the warranty valid. I have gone over the warranty, and there is no such clause that exists.

  Business Response

  Date: 31/12/2024

  Hello,

  The consumer purchased the heat pump through Wilsons the heat pump was installed on May 21, 2021.

  There has not been any maintenance on the appliance. We as the contractor are obligated to submit claims on behalf of the consumer, the consumer had purchased a limited labor warranty with 'Comfort Shield - AIG' and parts labor comes with the equipment from the manufacturer, I have attached 'W90004-01d' the manufacturer basic parts warranty. Please see Page 2, NOTE for clause regarding prior maintenance.  I have also attached document ' 253881282 - Barker' Certificate of Coverage for Limited labor warranty, please see Page 1 for IMPORTANT NOTICE, regarding requirements for maintenance and lack of may result in denial of payment.

  Thank you,

  M*** ******, Manager, Wilsons Mechanical

  Customer Answer

  Date: 03/01/2025

   I am rejecting this response because:
  
  
  While the company is great at attaching documents, they have not provided any documents with a maintenance clause.  The clause would say something to the effect of; every year or x number of hours it is required to be serviced by a HVAC technician, and then go into detail of the services that need to be performed.  

  I have cleaned and maintained the units to the best of my ability and i don't see anywhere in the documents where theirs a requirement for HVAC techs.

  Business Response

  Date: 07/01/2025

  Hello,

  Due to a very recent change with the Portal (for claim entry) for Labor warranty (comfort Sheild) proof of maintenance is not a 'requirement' prior to submitting the claim, we were able to submit this customer claim, and it was approved.

  Please see below the email that was send to the customer this morning.

   

  Hello,
  I was able to have the labor processed through warranty as well.  The portal we use for labor warranty claims recently had an update and they no longer require the uploaded documents of proof of maintenance.  You had already paid the invoice, so we've issued a credit to your MasterCard in the amount of $445.63.  
  Please let me know if you have any questions.
  Thank you,

   

  Again, as a heat pump is a mechanical appliance it is recommended (and yes, sometimes required) to have a qualified mechanic do regular maintenance for warranty coverage.

  Best regards,

  M*** ******

  Manager, Wilsons Mechanical

  Customer Answer

  Date: 07/01/2025

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

• Initial Complaint

  Date:28/11/2024

  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.

  When we found out Wilson Mechanical was the installer of the heat pump in our new townhouse we were pleased having dealt with their ***** branch with excellent service for our summer place for the last 10 plus years. The excitement was short lived, from the time we moved in on November 2022 the heat pump has to be shut down at night so we can sleep. The unit actually vibrates the pictures on the walls of our master bedroom in addition to this the compressor froze up in our absence and caused water damage. Wilson sent a technician out and they confirmed that the vibration was due to an installation issue (no explanation for the freeze up). This was followed up with a quote for approx $1500.00 to correct the problem plus a $290.00 service charge. There was no mention of a service charge when I called Wilson to report the freeze up and the vibration issue, the unit was less than a year old at the time. Repeated attempts to resolve this matter with Wilsons have failed.

  Business Response

  Date: 09/12/2024

  Hello, 

  The client's heat pump was installed for a home builder, the placement of the unit (placed in several other homes as well) was a request of the builder. 

  A quote for the relocation of the unit was sent to the client in November 2023.  This work was declined by the client.

  The client is currently on credit hold due to a previous service call in 2023 being placed for collections.

   

  Best regards,

   

  M*** ******* Manager

  Wilsons Mechanical

• Initial Complaint

  Date:01/04/2024

  Type:Customer Service 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.

  In 2023 we had a ****** Heat Pump installed by Wilson's.
  
  Everything since the install day (October 5-6 2023) has been a nightmare.
  
  It was not articulated to us that we would need to run new electrical wire in order to complete the installation. The electrician sent from 1st Electric came hours after the initial crew had left, and drilled upwards of 11 holes through my entire basement to run the wire.
  
  The installation was done incorrectly, as the system was not configured for staging.
  
  The problems continued, as following the installation, I kept getting condensate leaks. After several failed fixes, they finally installed an electric pump to the outside.
  
  Come winter, the Aux heat is engaged all the time. I inquired as to why this would be, as this system is supposed to fine to at least -20C.
  
  The technician who came (****, Feb 9 2024) advised that the inverter board needed replacement, and that he suggested my S40 thermostat be replaced..
  
  When the parts arrived, a new technician came (*****, March 1 2024). He insisted that the board was not defective, and there is a setting that "fixes this exact problem". Evidently this was a "Heating Factor" setting which is often set too high, causing the over-current issues. I asked why this would be installed this way, and I could not get a straight answer.
  
  A few weeks later, I notice my aux heat is still engaging, and I'm still riddled with notifications on the system of failures. I engage support again, and they send a technician (Chris, March 20) to replace the board, but not the thermostat.
  
  March 26th 2024 - I receive an alert email from ****** indicating my system has lost connection to the Heat Pump, since 5am this morning, and is running on aux heat since. On my thermostat I have multiple errors and notifications, and "Service Urgent" alerts.
  
  On March 30th 2024, it was 4C at 9:45am, and the inverter had failed again, causing Aux heat to engage.
  
  My warranty will expire before the next heating season.

  Business Response

  Date: 02/04/2024

  Hello,

  The client's system is currently operational, and we have been in touch with technical support to ensure his system is operating as it was intended.

  We are currently working with the client to work out minor setup errors for his heat pump system, as I explained multiple times to the client, this is a newer model, and we are consistently in touch with the manufacturer regarding any new corrections needed for better functionality.

  Anthony Ha: "It was not articulated to us that we would need to run new electrical wire in order to complete the installation. The electrician sent from 1st Electric came hours after the initial crew had left, and drilled upwards of 11 holes through my entire basement to run the wire."

  The clients original wire feed did not meet electrical code, this is an unforeseen issue that we needed to correct due to electrical code, our sales personal or technicians would not have known this.  The original quote clearly states that drywall damage and repair may be needed but is not included in this quote.

  Wilsons Mechanical covered a portion of these costs.

  All other concerns are covered under the clients labor warranty through our company as well as the manufacturers parts warranty, I have attached an agreement in which I have extended the clients 1st year warranty coverage with our company an additional 6months.

  Thank you,

  **** ******

  *******, Wilsons Mechanical

  Customer Answer

  Date: 02/04/2024

   I am rejecting this response because:
  

  The Business states: "The client's system is currently operational, and we
  have been in touch with technical support to ensure his system is
  operating as it was intended."

  While my system is technically operational, the issues I'm experiencing cause the heat pump to fail, and the system to revert to costly auxiliary electric heat, negating the advantage of a high efficiency heat pump.Where the weather is beginning to warm, and calls to heat reduce, it becomes increasingly unlikely that heat calls would be made at all, reducing the frequency of the errors, and therefore the occurrences of the aux heat engagement. This is not fixed - it's just that environmental conditions have changed.

  
  The Business states: "We are currently working with the
  client to work out minor setup errors for his heat pump system, as I
  explained multiple times to the client, this is a newer model, and we
  are consistently in touch with the manufacturer regarding any new
  corrections needed for better functionality."

  I agree that Wilson's is now working with ****** to dial in problems with the system. However, this was 'explained multiple times' only after we started experiencing issues. At the sales meetings, right up to when they ripped out my existing system, it was not mentioned that this was a new system with a host of issues that need ironing out. Again, we are not the only customers experiencing the exact same Error 433 DC Overcurrent issue on this model. If the issues are so widespread, it should've been mentioned to us before we pulled the trigger on a replacement, to give us an opportunity to choose a different model.

  
  The Business states: "All
  other concerns are covered under the clients labor warranty through our
  company as well as the manufacturers parts warranty, I have attached an
  agreement in which I have extended the clients 1st year warranty
  coverage with our company an additional 6months."
  

  This is a good start, but it is our view that the year installation warranty coverage should begin only when the system is confirmed to be working properly. At the present time, the latest failure was March 30th 2024, after an inverter board replacement, and despite ambient lockout which would prevent the aux heat from engaging, unless it had no choice (like in the current error condition). There does not seem to be a way to predict when these errors will happen, but where the most recent error was only days ago, and no additional measures have been put in place since, I don't accept that the system is fixed.

   

• Initial Complaint

  Date:26/05/2023

  Type:Customer Service 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 ordered a Lennox dual-zone mini split heat pump from Halifax Home Heating (also operating as Wilson's Mechanical). That's one compressor connected to two evaporators (or "heads"). One head is upstairs in my master bedroom. The other is downstairs in my family room.
  
  The unit has been problematic from the beginning. The system leaked refrigerant. The compressor froze up solid. The heating and cooling were inconsistent. Now we've had a dozen service calls and multiple part replacements and Wilson's technicians have been unable to solve all the problems. The tech's have all be very polite and professional, but they obviously don't know how to fix it.
  
  The fundamental issue here is that the system cannot make my family room warmer than my bedroom. Even if the bedroom head is set to the minimum (17 degrees) and the family room head is set to the maximum (30 degrees), it will heat the bedroom more than the family room.
  
  In short, the system doesn't do what it's supposed to and I've explained this to multiple technicians on multiple service calls and they don't know how to fix it.
  
  Three weeks ago I called in to suggest a potential solution. They said someone would call me back by the end of the day. No one has called. I've called them back twice and they just keep saying there's nothing they can do until the manager looks at it but they won't give me his contact info and he hasn't called me. Maybe he's swamped. Maybe he's dodging me calls. Either way, the system doesn't work as advertised and if they're not going to consider my suggestions in a timely fashion, I want a refund.

  Business Response

  Date: 08/06/2023

  Hello, 

  
  

  We are attempting to come to a reasonable resolution with this customer.

  
  

  Our company is now Wilsons Mechanical, not Halifax Heating.

  
  

  Once we have finalized our resolution, we will update you via the link.

  
  

  Thank you,

  
  

  
  

  Customer Answer

  Date: 28/06/2023

   I am rejecting this response because:
  
  
  

  Quick review: I bought a dual-zone lennox minisplit heat pump from Wilson's Mechanical. It doesn't work as described. You're supposed to be able to set the two rooms to whatever temperatures you want, and the units will throw heat into those rooms until they reach target temperature and then stop. That is not what happens. The unit cannot heat Room A (downstairs) to a higher temperature than Room B (upstairs) no matter what temperatures are selected. After a dozen service calls and no progress I gave up and bought a new system for upstairs. Now I've asked Wilsons to remove the defective unit and provide a full refund. 

  
  

  I have been communicating by email with a manager at Wilson's Mechanical named Mark Gillis. Mr. ****** asked if he could send a technician out to look at the situation. Of course I agreed and  had a good chat with the technician, **** (I don't know his last name). **** seemed to immediately grasp the situation. As luck would have it, my other downstairs heat pump is failing. **** and I agreed that, instead of a full refund, Wilsons could relocate my upstairs Lennox head downstairs. This wouldn't fix the problem exactly, but practically speaking it wouldn't matter because the conditions under which the problem manifests wouldn't occur. The two units would always be set at or near the same temperature. **** agreed re-locating was a good plan, took some measurements, and left.

  
  

  Mr. ****** sent me an offer to do the relocation job for $777.53. Mr. ****** fundamentally doesn't seem to understand the situation. Wilsons sold me a heating system under false pretenses. It's not like the sales person said "oh by the way, if you install this system this way it will be impossible to deliver more heat to your family room than your bedroom." I am not paying Wilsons to fix this problem they created. I am willing to pay a reasonable rate for removal of the existing heat pump - about $275 - but that's all. Mr. ****** doesn't seem to understand that I'm doing Wilson's a favour by offering this relocation solution, and that if this went to court I' have every right to demand a full refund. When I refused this offer, Mr. ****** complained that "the location you want the unit relocated to is an additional 80ft away." That isn't true. The location is an additional 30 feet away. He also described the problem as "overshooting" that could be fixed with "minimal programming." This also isn't correct. The problem isn't "overshooting" and if it could have been corrected with minimal programing, I imagine one of the half-dozen technicians who's been out here would have done that. I think Mr. ****** keeps misunderstanding the situation because he won't speak to me by phone or in person. When **** came out to the house and looked at the situation, he seemed to get it right away. 

  
  

  So, to summarize, Mr. ****** has not made a reasonable offer. I asked for a refund. He refused. Out of an abundance of sympathy and helpfulness, I offered a compromise: remove a failing heatpump and move one head of the Lennox system downstairs. Mr. Gillis' own technician agreed this was feasible and would solve the problem, but Mr. ****** expects me to pay market rates (~$775) for the work. Obviously this is not acceptable. I will pay $275 and not a penny more.

  
  

  Business Response

  Date: 05/07/2023

  Hello, Please see the attached email, in this email I have agreed to relocate the unit at no cost to the consumer as per his suggestion.

  I have not had a response from him as of yet.

  Sincerely,

   

  Mark Gillis, HVAC Manager

  Wilsons Mechanical