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Business Profile

Heating and Air Conditioning

Wilson Heating and Air
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Wilson Heating and Air Conditioning install a new heat pump and an air handler March 2022 through our home warranty company. Wilson completed the installment. ***** had to come back several times to throughout the year to calibrate the system and the thermostat. The fall season came. Wilson came out to see if the system was working properly. I was. The spring of 2023 the maintenance came with pay for $150 for the spring and fall. The spring check was okay. The fall check up when trouble wrong. The technician did something to cause a fuse to continue to blow. The check up turn into 4 hours to complete and the owner had to come assist the technician to complete the job. One week after the fall service call the unit stop working. It was on a Sunday morning. The technician came on Sunday afternoon. He tried to place a fuse in the unit, and it would blow. It was unsure why the fuses continue to blow. He stated that he could straight wire the unit so the emergency heat could come on until Wilson could find the problem. We said no because they could mess up the warranty. He tried something else to get the unit working. The unit was not work when he left but wanted us to pay for $500 service call and parts needed to "fix the unit". We stated that all of the this under warranty. We stated if Wilson technician have broken our unit do patch the problem. We want our new unit working like it was Spring of 2022. It took the master mechanic to come back several time to: fix the problem. The technician left a s**** a in the unit and burn up the wiring in the unit. Fall of 2024, on 12-5, we call the emergency number for Wilson. Our unit is not working. We have called several times on Thursday, Friday, Saturday and ***** and a place service form online. Wilson Heating and Air has neglect us and have not call us back. We have to live in our home with low 18 degrees weather. The warranty is with Wilson Heating and Air. We want our unit back working like it was in 2022.

    Business Response

    Date: 12/11/2024

    Full response attached as PDF document. 

     

    Customer Answer

    Date: 12/16/2024

     
    I am rejecting this response because: Some of the statements are not true. the 1st service they were not available until 7-23. But S/S service,that is when we began to have issue with the unit. When he came out for the 2nd visit, they said it was due to a faulty thermostat. The problem was when the unit was installed the tech switched out the thermostat that came with the unit with their own thermostat. They stated it was a better thermostat. The thermostat went bad. 3rd service, which was the F/W service, the technician stated the unit was blowing fuses. Yes, I did call them for a service visit because the unit shut off. The tech told us it was the wiring in the wall from the thermostat.  My husband did have a firearm on him not to make any one uncomfortable but when the tech came to service the ******* husband does security for the church. The gun never left his side. We did not threaten the tech in any matter. The tech may have perceived us questioning and advocating for why these things were not under the warranty. But my husband told the techn if he was sacred of his "presence" and uncomfortable at any time he could leave the home. Was the tech sacred of the AA man. He called another person to help him to find the problem. It took 2 days installing new parts and still did not work. The other tech name ***** took apart the air handler. The problem the original tech that did the service dropped one of the screws for the door cover and fell behind the compressor board and shorted the unit. They left the outside unit uncovered after they finish upstairs.  It is the companys negligence not ours. the reason we were not charged. We have no problem paying for something that was not a company fault. We werent notified that they would no longer service our unit. We have called several times and made several attempts to schedule service. They chose not to do business with us because of the mistake of techn did and destroyed this new unit and without heat.

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