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:06/17/2025

  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.

  I am reaching out to express my disappointment with the service I have received. Despite my anticipation for a pleasant experience, the service provided fell significantly below the
  expected standards. My complaint:
  
  On January 7 th I ordered an HVAC system. I was told that it would be a two day job, maybe three. They arrived on time Jan 9 th . I hung around for a bit and then I left and ran errands. I came home around 3pm and they had left for the day. The next mourning I waited and no one came. I called the Co. around noon and the receptionist told me that they had finished the job. I told her I didn’t know how to use the system and they sent someone out to show me.
  
  A week later, my son came to visit me, as he walked around my home he noticed that my
  electrical panel was completely dismantled and scattered on the ground. He put it back
  together, but I did call and notified the business. I told of my concern that the crew did a quick
  and sloppy job because I also found the back window of the bedroom left open. They told me that they open a window to air out the system and must have forgotten to close the window and put the electrical panel back together. Now, that’s two strikes. I spoke with the manager and told him of my disappointment I expected a higher standard of service from this company. I knew I was paying almost double for my system, more than any other company in the area, wanting to make sure I had a safe system. I was extremely concerned that they did an incompetent job. The manager called me and reassured me that everything was fine and he said I would have a county inspection and that would assure me that everything was done safely and properly. He also said he would give me a smart thermostat for my trouble.
  
  Three month later, on April 6, I had a visitor ask if he could look at my attic and see how much room I had up there. When he came down he said that he could smell gas. He called the gas Co at 8pm and they were over within 30 minutes. Sure enough, The Gas Co. employee said that my HVAC was not connected properly and there was a gas leak in my attic. He then shut off the gas to the unit saying that I was lucky we discovered it. I called Wighton’s the next morning and told them of my situation. They came out that day and reconnected my gas line and also replaced the thermostat that was promised me from before.
  
  Its May 22 nd and I have yet to have an inspection from the County.
  This situation has caused me to doubt the competency of your company. I am still fearful that my job was done incorrectly. I was having strange headaches that I know believe was from the gas leak. Thankfully the headaches are no longer an issue. Plus my gas bill was really high those 3 months.

  

  Business Response

  Date: 06/20/2025

  
  I want to start by sincerely apologizing that you did not receive a 5-star experience from the start. During the completion of your installation, a window was left open and a panel was not closed properly—this is not how we typically leave a home, and I am personally very sorry for that.
  I'm glad to hear that the gas leak was identified and corrected and that the thermostat you were promised has now been installed. That said, I completely understand your frustration regarding the delay in permitting. For full transparency, at the time of your project, Wighton's was still working with a third-party permitting company. Unfortunately, this led to multiple delays and, in some cases, complete inaction—exactly what you experienced.
  As of mid-April 2025, we’ve transitioned to pulling all permits locally and handling them in-house to avoid these issues in the future.
  Again, I truly apologize for the delay and any inconvenience this has caused. Please rest assured we are committed to completing this process for you. You have my direct line and are welcome to reach out to me at any time for updates or support.
  To help make things right, I’ll be issuing a credit for the full permit cost and providing an additional free year of membership as a courtesy. I genuinely hope this helps restore your trust in us and that we remain your go-to comfort provider.
  Thank you again, Louise. Please let me know if you have any further questions or concerns.
  Best regards,
  

  **** M. (General Manager)

   

  Customer Answer

  Date: 06/21/2025

  Sorry I wasn't finished with my letter. Not sure where it cut off. Please let me know if you received the first two paragraphs.

   

  I believe if you were honest with me when I first called and complained, all of this would have been taken care of. Because Wighton's refused to deal with all your inadequacies, I had no choice but to ask the BBB for assistance.

  I have attached my correspondence with the SLO County.

  Sincerely,

  L***** *****

   

  Customer Answer

  Date: 06/21/2025

  
  
  
  
  I am rejecting this response because: Although I appreciate your apology, I do not believe you understand the gravity of the situation. My home had a gas leak for three months and by the grace of God it was discovered.

  By law, Wighton's should of pulled a permit prior to my  installation. My HVAC installed 1/9/25. Gas leak discovered 4/6/25. Permit applied for and still not issued May 13,2025. See attachment.

  This is unacceptable. I have no confidence in your Company and I am asking for a full refund.

  I called and asked for an inspection time and time again. I asked to speak with the owner. No response. I sent a certified letter May 22nd. No response. Because your Company has refused to deal with all your inadequacies I had no choice but to ask the BBB for assistance. My prayer is we can resolve this matter quickly.
  
  
  
  Regards,
  
  
  
  L***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/01/2025

   

  Thank you for allowing me to stay connected with you through email, text, and phone conversations. I want to make sure you know that you can reach me anytime, and I am committed to providing you with the best possible customer service moving forward.
  As we’ve discussed, I’m taking this situation very seriously and am fully committed to earning back your trust in Wightons. As outlined in my previous response to the BBB, we will be issuing a credit for the permitting. The permitting process for your project is still in progress, and I will personally monitor it to ensure successful completion. I am projecting that the process will be completed in July, pending the county’s availability for the final inspection. We are happy to coordinate this between you and the county to make things as smooth as possible.
  Additionally, I would like to propose reducing your total bill by 50%, which would result in a refund of $7,104.24. This is a sincere effort on our part to make things right and show our commitment to resolving the matter.
  Please let me know if this resolution works for you. If so, I will begin processing the refund right away.
  Again, I truly hope we can restore our relationship. Please know your feedback has been heard and taken seriously. I look forward to hearing from you at your earliest convenience.
  

  Best regards,
  

  **** M.

  Customer Answer

  Date: 07/07/2025

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23482137, and find that this resolution is satisfactory to me.
  
  
  
  My hope is that we can resolve this matter in a reasonable timeline. I will be expecting the refund immediately. I will be expecting a team to come in and resolve any issues and I expect a SLO County inspection soon absolutely no later than September 1, 2025.

  
  
  Regards,
  
  
  
  L***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/30/2023

  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.

  Date of transaction: 01/03/23
  Paid: $714.96
  The business committed to: change the filters in the reverse osmosis system and charge the bladder so it would be usable. During installation of the filters we asked for an estimate for a repair of a broken valve to turn the water back on to the system (I broke the valve turning the water off all the way after I had a leak in my kitchen after they turned the water back on the first time they came to the house). That repair was going to cost over $700 which was not in my budget so I told the technician to just charge me for what he did and I handed him my card.
  The dispute is: the business did not complete the job desired because the unit is still not usable as the bladder never pressurized back to the point it will push out water. Additionally,
  they charged me for work that was not completed as I was charged over $700 from the estimate for the work that I told him not to do because I couldn't afford it. I gave him my card and he ran the payment without me knowing the total. When he left I was told it would take a day or so for the bladder to pressurize so I could use it and I didn't realize until I checked my bank statement how much I was charged. I called and questioned the amount and was told that it was the charge for the trips to do the work. I asked for an invoice and was provided the one attached. Other than shutting off and turning the water back on nothing listed on that invoice was done.
  The business will not even talk with me about the situation and in the meantime I don't have a working reverse osmosis system and I am out $714.96 and I survive on only social security and that is only $1,200 a month. $714.96 is a little steep to charge to change the filters on a reverse osmosis system.
  Invoice number: 45810490
  If possible my perfect resolution would be for them to come back and finish the work that they started and receive a refund for the work I was charged for that was not done and only pay for a filter change as requested in the first place.

  

  Business Response

  Date: 03/29/2023

  Dear Mr P****,

   

  Thank you for sharing your feedback with Wighton’s. After reviewing your account, we were able to identify our technician had provided an estimate at the time of work. We were able to accommodate all of your request and made multiple visits to your home to correct and resolve your reverse osmosis issue. Internally, we will work to address any processes that caused any miscommunication in your experience and are committed to improving our services to you. 

• Initial Complaint

  Date:11/08/2022

  Type:Product 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.

  LETTER I SENT - NO REPLY -
  
  November 2, 2022
  
  Wighton’s Plumbing & Heating
  *** ***** Road
  San Luis Obispo, CA 93401
  
  Re: Invoice 40013203
  
  To the owner:
  
  I called your office asking that a tall toilet be installed at 157 Watering Place in Templeton. I explained to your installer that my son had his leg amputated and I needed something much taller than the toilet already here. I didn’t ask for a “comfort height - I asked for a ‘tall’ toilet which they have at Home Depot and I would have gladly purchased one but your installer said he’d get a toilet from your ‘warehouse.’
  
  From Kohler:
  “Tall height offers seating 2-1/2" higher than Comfort Height® for enhanced comfort, ease of sitting and standing, and gracious accessibility.” (Sold at Home Depot for $279. Did you really charge $550 to install a toilet?
  
  The toilet installed is only 2-1/2” taller than the one that was there. I didn’t need just a new toilet - I needed one that my son could easily get up and down from - a tall toilet.
  
  I am a single mother who cannot afford to pay $850.00 for a toilet that I did not ask for so at this point, please send me a refund of $200 for a toilet I did not ask for. I had to go out and purchase a riser so he can use the toilet you installed.
  
  Thank you.
  
  Sincerely,
  
  B**** ********

  

  Business Response

  Date: 03/29/2023

  Dear Ms. J********,

  Thank you for sharing your feedback. After reviewing your account we were able to identify that our Plumbing Manager was actively working with you to correct any issues and provide the best services possible. It was noted that you requested an ADA height toilet. It was never mentioned that a Specialty toilet was requested which is higher than a handicap toilet. Comfort height is ADA compliant according to the Universal Plumbing Code. Consequently, the toilet you want to purchase is 16.5” from the floor to the rim of the toilet. The Pro-Flo toilet we installed is higher at 17” from floor to rim. Had you specifically ordered the Kohler Gleam Chair Height toilet, we would have installed it however, it would have been a ½” inch lower than the one we installed, and you would have still needed the extension. The great thing about Wighton’s is that we are a “Flat rate” company, meaning that we charge by the job not by the hour, regardless if it takes 2 hours or 4 hours to complete the install. Our price stays the same. Here at Wighton’s we have strong family values. With that being said a credit in the amount of $200.00 was submitted to you in hopes that we will continue to earn your trust and always provide comfort you and your family deserve.