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:06/24/2024

  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.

  They tried to fix AC last week, unsuccessfully. I want my money back for that service call. They are refusing to service again

  Business Response

  Date: 07/09/2024

  I want to start by saying I am very disappointed ******* has taken this to next level after I had a more than 10-minute conversation with her on this matter. During this conversation she never asked me for her money back, she only asked me to fire my Service Manager. The reason why she wants him fired is he refused to go back into her house due to its unhealthy conditions. I have a long-term relationship with ******* as she has been my customer for around 20+ years, and I can attest to the fact that she possesses many cats. Some people cannot handle the smell and possible airborne particulates as much as others so James asked ******* to clean it and he would send a Tech back. ******* was obviously offended and asked to speak to me, again we spoke, and I asked her at the end of the conversation to not take this any further, but I was not going to fire my SM. I asked her to part ways amicably because of our long-term partnership, she actually told me she would have us change her equipment out in the spring if James was let go by then. We have a log and recording of this conversation if needed. The bottom line is I will authorize sending her back the $339 not the $399 she said because that is not the correct amount. $339 is the invoiced amount on record. The last thing I would like to say is I hope ******* will now stop bad mouthing Wilson Brothers unfairly on social media and move on. I wish her well and good luck with whoever she has servicing her home in the future.   

   

  Sincerely,

  **** Wilson 

• Initial Complaint

  Date:08/29/2023

  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.

  The vendor installed a faulty furnace, charged to fix it but did not fix it, caused additional problems and required an additional $2700 paid to third party HVAC contractors to fix the problems. Wilson Brothers has refused to refund any of the charges.

  Customer Answer

  Date: 08/29/2023

  Please read the attachments which describe the problem and the total amount I would like to reimbursed by the vendor.  In sum the vendor installed a faulty furnace, charged to repair it and did not, It took two other vendors to fix the furnace and properly install it. I want to be reimbursed the fill amount of $11086.36 plus the additional amount I had to pay two other HVAC vendors to properly install the furnace and repair what was not properly added which cam to $2700. The total reimbursement I seek therefore is $13786.36.

  Customer Answer

  Date: 08/30/2023

  Yes, let's proceed with attempting to get the $11,086.36 paid directly to Wilson Brothers.

  Business Response

  Date: 09/10/2023

  Wilson Brothers did go to *** ***** home to perform a repair.
  Invoices totaling $517.88 were created for the parts and labor.
  Because *** ***** was not satisfied with the work, Wilson Brothers adjusted invoices to $0 due. 
  Wilson Brothers does not owe *** ***** a refund, because Wilson Brothers did not collect any money for the work done.

  Customer Answer

  Date: 09/12/2023

  Wilson Brothers is referring to their bill for installing the  expansion tank on 9/22/2022. which they installed incorrectly. They installed it on the domestic water side and should have been installed on the water supply side. They canceller that bill.  The money I am trying to recover was paid at every visit by their agents who did not perform the work paid for or what they did was incorrectly done.  Below are the VISA charges as recorded by my bank statement.:
  
  Date         Payee                 Category          Memo Charge                        paid via VISA    Invoice #
  9/23/2021 Wilson Bros. Oil Home Repair receipt (expansion tank)            $204.00        ********** (wrong internal expansion tank.New one NOt installed)
  
  7/20/2022 Wilson Bros. Oil Home Repair repair pump at the water heater $289.00         ******** * Pump not replaced as it should have been. Pump shaken to get it going. Failed again in three days)
  8/23/2022 Wilson Bros. Oil Home Repair replace condensation  pump      $280.48             **** Second visit to replace pump should not have been required if done the first time)
  9/22/2022 Wilson Bros. Oil Home Repair expansion tank                           $517.88        ***** (not paid and charge cancelled by Wilson)
  

  Customer Answer

  Date: 09/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  Wilson Brothers is referring to their bill for installing the  expansion tank on 9/22/2022. which they installed incorrectly. They installed it on the domestic water side and should have been installed on the water supply side. They canceller that bill.  The money I am trying to recover was paid at every visit by their agents who did not perform the work paid for or what they did was incorrectly done.  Below are the VISA charges as recorded by my bank statement.:
  
  Date         Payee                 Category          Memo Charge                        paid via VISA    Invoice #
  9/23/2021 Wilson Bros. Oil Home Repair receipt (expansion tank)            $204.00        ********** (wrong internal expansion tank.New one NOt installed)
  
  7/20/2022 Wilson Bros. Oil Home Repair repair pump at the water heater $289.00         ******** ( Pump not replaced as it should have been. Pump shaken to get it going. Failed again in three days)
  8/23/2022 Wilson Bros. Oil Home Repair replace condensation  pump      $280.48             **** Second visit to replace pump should not have been required if done the first time)
  9/22/2022 Wilson Bros. Oil Home Repair expansion tank                           $517.88        ***** (not paid and charge cancelled by Wilson)
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/13/2023

  9/13/2023
  First to address *** ***** statement on older invoices. He states he is trying to recover money paid for work incorrectly done. this is not only untrue, it has nothing to do with the 9/22/2022 expansion tank work which, as we all know, Wilson Brothers credited his account in full.
  1.) 9/23/2021 Invoice #6604488422 for $204 is actually Invoice #0000127227 on 9/13/2021 for $204 to replace a defective CO Detector that our Electrical Division performed. (Invoice attached)
  2.) 7/20/2022 Invoice #33725968 for $289 *** ***** explains we should have replaced his condensate pump and did not. Wilson Brothers technician recommended replacement of the condensate pump and relief valve. *** ***** opted NOT to perform work at that time and signed the invoice. (Invoice attached)
  3.) 8/23/2022 Invoice #10309 for $280.48 Wilson Brothers replaced condensate pump at *** ***** request and all was functioning properly at that time. *** ***** states that we should have replaced at last appointment, which was already explained, he opted not to do. (Invoice attached)
  With all that said and documented, the reality is all of those invoice and work performed have zero to do with the expansion tank for the boiler system.
  I apologize that *** ***** has been through all of this and I have tried to do everything I can do to rectify the situation and retain him as a customer. I respect *** ***** and I wish him well. The fact is Wilson Brothers can not refund money for services performed correctly , and done at his request.
  I would like to move on and put this matter to rest. I do hope *** ***** has a new company that can take care of his system now and in the future.
  Thank you,
  Paul Wilson
  General Manager
  

  Customer Answer

  Date: 09/16/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/22/2023

  **************,

  As much as I am disappointed that we lost you as a customer, I have tried to make things right. In the end I was unsuccessful and I took full responsibility of the last Service and eliminated the amount due on the $517.88 invoice.

  Now you are trying to go back to the beginning, and looking to take back money for a 10 year old system. You have verbally attacked my Company and are now trying to drag our very good name through the mud.

  Here are the facts of the last 10 plus years. Wilson Brothers installed your heating and hot water combi boiler system in September/October 2013. A Laars boiler was installed which you chose over a less expensive ******* Alpine option offered to you. After the unit was completed we did not hear from you for any reasons for 3 years, until we did a maintenance in May of 2016. 1 year later we did a "No heat" call, May 2017. that turned out to be a control setting on the boiler and in fact the boiler was operating just not at full power. 1 year plus after that in September 2018, we did our second maintenance. this is 5 years from the install date. We found that the internal expansion tank had failed and we replaced it successfully with a Laars OEM part, which at that time was available. You were obviously happy then because you not only paid the invoice, you used our ********************* to replace you bathroom exhaust fan in December of 2018.

  We did not see you again for 3 years where you repeated the use of our ********************* services to replace the CO Detector, which is the $204 invoice. 

  I see a history of successful service and maintenance calls, not to mention paid and not disputed until now.

  Please, again, accept my apology, but Wilson Brothers will not be crediting any more than the already documented $517.88.

  Sincerely,

  **** Wilson

  General Manager

  Customer Answer

  Date: 09/27/2023

  It is obvious that Wilson Brothers is trying to weasel out of responsibility for having installed the original furnace incorrectly.  It may have worked OK for 3 years but furnaces should work correctly, with proper maintenance for at least 20 years.  In addition, The faulty installation and maintenance work is the cause of my having to engage third parties to fix the problems that Wilson Brothers has caused by their faulty work. Having to hire a third party the reconnect the venturi tube, which Wilson *****m which caused short cycling is Wilson Bro.fault. Having to engage a third party to move the expansion tank from the domestic water side to the supply side, which caused cold water showers is Wilson ***** fault. Having to engage a third party to install a buffer tank for a zone because the furnace could not supply the small mount of water needed to heat the basement zone.which caused the zone pump to run continuously because the heat demand is never satisfied, is Wilson **** fault. In short, the failures took time to discover because we assumed that the faulty operation was a normal function until, we, the uninitiated customer finally learned ***************************** ***** took advantage of our ignorance of how this equipment should work. Furthermore, the on site technicians were were pooly trained if not unqualified to do the required work.

  I demand Wilson ***** take full responsibly for their faulty work.  Cancelling the bill for an incorrect expansion tank installation will not do.
  

• Initial Complaint

  Date:09/28/2022

  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.

  On Aug 31st I paid $4,495.95 in full and in advance of work quoted by Wilson Brothers' ***************** for modifications to the **** distribution system at my son's home in ********************** was initially scheduled by Wilson Brothers to be performed on Sep 12th. My son arranged to have that day off from his work. They called that morning to cancel the appointment and rescheduled it for the following day, Sep 13th.They did arrive on the 13th, and did perform some of the work, but left it incomplete because they did not bring all the necessary parts with them (after 2 weeks' time, after scheduling the visit at their convenience, and after missing their first commitment, a day earlier.) So, my son lost a 2nd day of work.Finally, they scheduled a 3rd visit to complete the service on September 27th, but again, at the last moment, canceled - again.This is now 3 days' work my son has lost to accommodate Wilson Brothers.

  Customer Answer

  Date: 09/28/2022

  next step is to have Wilson Brothers HVAC either complete installation, or remove work performed partially, remediate and refund amount paid already.

  Wilson Brothers has stated they plan to complete the installation this Saturday, but not confirmed, or done yet.

  Customer Answer

  Date: 09/29/2022

  Additional information: 

  9/28: ************* stated explained he was responsible for mistake in parts required for complete installation on 9/13. Delay until 9/27 was caused by backorder of parts needed for completion - a small fact not communicated to the customer.

  9/28 Electrical Manager, DG explained the cancellation for 9/27 was his decision, but at the time, he was unaware of two prior delays and cancellations.

  9/28: Spoke with PW; he apologized for this situation and committed to help resolve. Son to call to arrange convenient time for completion of installation.

  9/28: Son called PW to schedule - in meeting - to return call - did not occur.

   

  Business Response

  Date: 10/20/2022

  October 20, 2022
  
  
  Response from Wilson Brothers HVAC, *** to BBB Complaint #********: 
  
  We do agree that there were some delays during the *****/***************** project.  There were supply chain issues getting materials.  We scheduled the project once we had the materials in house for the job.  On the original installation date of September 12th, the lead installer called out of work sick so there was a labor issue and we had to reschedule the job to the next day.  When we were out on September 13th the installer realized we were missing one damper and ordered it immediately.  Our salesperson who quoted the job missed the damper during his sales call.  With supply chain issues and labor shortages we did have several delays which we are sorry about but were out of our control.  We did make arrangements with ****** son **** (who lives at the house) to complete the work on Saturday October 15th so he did not have to take any more time off from work.  The work has been completed and the system is functioning properly.
  
  **** Wilson
  General Manager

  Customer Answer

  Date: 10/20/2022

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

  The work performed was scheduled with the purpose to cool the upper level of my son's 2-story home. I authorized and paid for this work on August 31st.

  The work was not completed until October 15th, after my son missing 3 days' work to accommodate the changing scheduling of the contractor.

  At the time of the completion, the temperatures are already tool cool to use the air conditioner, and therefore, it is not possible to judge whether the work performed is effective or even acceptable. The contractor was given no limitations in proposing a solution to the problem in August, when the outdoor temperatures were such that cooling on the 2nd floor of the house was not adequate. In fact, they were told of an earlier contractor's proposal to add mini-split units to 3 of the rooms upstairs to accomplish the goal to cool the 2nd floor. The contractor, Wilson Brothers, explained this would not be necessary and that installation of dampers in existing ductwork, together with an additional thermostat would modify the system (they installed originally) from a single to a dual-zone system.

  This experience overall was unacceptable, as the contractor failed to design/order the correct components in the first place, so the initial installation on September 13th could not be accomplished. It wasn't until this failure that the supply-chain issues became a contributor to the project. Delays caused internally at the contractor by scheduling or employee absence were not communicated to the customer in a timeframe to prevent taking days off work to accommodate work scheduled by the contractor.

  Keywords:

  incorrect design, incomplete installation, late installation, poor communication

  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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 unable to get an answer when I telephone. All the mailboxes are full. I am wondering if there is something wrong with their phone lines