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:06/18/2024

  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.

  AC unit was purchased in 2020 and is still under warranty. It was broken when installed. It has needed 3 new coils. They refused to give me a new one even though its under warranty. Now. .. they did not finish today.. this is my 5th day taking off work for this. 2 trucks and technicians were here today. We are in a heat wave and the manager not only hung up on me, but he is hanging up and not responding to the technician who is currently at my home and can not fix the unit.

  Business Response

  Date: 07/09/2024

  Thank you for the opportunity to respond to this complaint. Our HVAC Manager reached out to  **************** regarding AC installation completed by WM Henderson on July 1, 2020. He is scheduled to make a site visit on July 23, 2024 to complete a full evaluation of the work completed and the condition of the unit to ensure it's satisfactory to ****************. We will follow-up with her as well after this visit to ensure this matter is completely resolved. We encourage **************** to reach out to us in the meantime if she has any further questions or concerns. 

• Initial Complaint

  Date:01/11/2024

  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.

  HVAC tech performed maintenance (under maintenance contract) on my Nordyne furnace on 1/4/24. Tech noticed PVC exhaust pipe coming out of furnace had a disconnected 'elbow' directing pipe exhaust towards roof. Tech spoke with his manager and stated that Wm Henderson does not carry parts for Nordyne furnace and since unit is 20 years old, suggested that I purchase new furnace. I explained that I prefer to repair since I plan to renovate next year and tech spoke with manager and stated that I would have to look for the part myself. Because the issue could lead to carbon monoxide poisoning he would have to shut off power to unit. I called Nordyne (now Nortek), they provided local parts company name and stated that if Wm Henderson performs maintenance on furnace, they should be able to obtain parts for repairs. I called parts company and sent picture of PVC pipe issue, they laughed and stated that it was a standard PVC pipe and standard fitting, not a Nordyne part and that anyone could fix the issue. I called WmH on Friday and asked to speak with someone, the intake person submitted my issue to customer service and told me that they have 12 hrs to respond. When I explained that I was already 24hrs without heat, I would like to reach someone sooner since we were headed into the weekend. She suggested I call back at 4/4:30 to catch them before the end of the day. I called back at 4:30p and was told that customer service was gone for the day and I would have to wait until Monday. I called on Monday at 9:30am and was told that no one had been assigned within customer service yet. Shortly thereafter I received a call from customer service, she listened to my issue and escalated to the service manager and stated she would also follow-up with me. On Tuesday, 26 hrs later, I called again since I had not heard from anyone. I spoke with customer service who stated that she would email the service manager again and offered to schedule a tech to look at issue. Tech was scheduled..

  Business Response

  Date: 02/07/2024

  Thank you for the opportunity to respond to this complaint. Our Service Manager contacted ****************** to discuss her concerns with a recent visit at her home. During this conversation ****************** requested a refund for her service agreement with WM Henderson. Our Service Manager requested an opportunity to review the repair ****************** had completed with another company. Our Service Manager and Customer Relations Manager made multiple attempts to follow up but we were unable able to reach her to discuss her experience with us further.  We do not want to leave ****************** dissatisfied with this service, so to resolve this matter we are issuing a refund of the remaining $475.00 she paid for the Priority Partner Plan. We encourage ****************** to reach out to us about this matter and we would appreciate the opportunity to discuss and resolve any outstanding concerns.

• Initial Complaint

  Date:01/02/2024

  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.

  On December 29, 2023, three technicians arrived at my house, to install a new boiler and connecting flue pipes and adjust the valves of existing radiators throughout my house. When they completed the job, I thanked them and was happy with their work. I was satisfied they were trained to install a heating system. Part of the agreement was to have a new chimney liner installed: I had an aluminum liner and chimney cap, which I was told, by their salesman, was not today's code; they would replace it with a steel liner. But, the chimney company could not come, until after the holiday. The chimney company was a subcontractor, whose work was done, today, January 2, 2024, not to my satisfaction. Also, he had to take all the flue pipes, off of the newly installed boiler, to replace the chimney liner. When he put the flue back together, it was a sloppy job, I called Henderson to come check it, because I was afraid to turn the system back on. The supervisor came out: I had also contacted the gas company's emergency number, I smelled gas at the boiler. This boiler system was compromised by the chimney company; he put new flue pipe on my water heater because, as the supervisor told me, the flue pipe removed, wouldn't fit, with his new installation of chimney liner. Also, chimney man damaged the outside panel on new boiler and left huge smudges of black grease and cement on boiler. I believe, this will void my ten year warranty on that new heating system. I want Henderson technicians to come and put new flue pipes on the system like was on there when their technicians had completed the work, to clean boiler so it looks new again. The Henderson supervisor who came to inspect was not interested in my satisfaction with the work of their subcontractor and commented to me, if it was him, " i wouldn't care about all the smudges", the new flue pipe the subcontractor used, was obviously cheaper quality than what the Henderson technicians had used installing the new system.

  Business Response

  Date: 01/22/2024

  Wm. Henderson was contacted by ****************** about the concerns with the chimney liner installation and have inspected the work completed by our subcontractor. We have confirmed there is no gas leak from the equipment or the flue and **** verified there was no gas leak as well.  Due to ****************** concerns with the change in material of the flue piped to the boiler and water heater, we would like to offer to come out and change it back to the way our install crew completed the work originally. Our field supervisor cleaned off debris left on the boiler from the chimney company and we can confirm this does not impact her parts and labor warranty and the 10 year parts and labor warranty with the equipment is still active. We have made attempts to reach ****************** but we were unable able to reach her to discuss her experience with us further. We encourage ****************** to reach out to us about this matter and we would appreciate the opportunity to discuss and resolve her concern. 

• Initial Complaint

  Date:10/17/2023

  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 bought a new heat pump HVAC system from Wm Henderson Plumbing Heating and Cooling in May 2022 for $14,650. The system is under warranty for parts and labor and the indoor air handler is part of the most expensive **** ****** Signature Collection. Since the installation, there have been various issues with the system that required visits from Henderson technicians. The latest problem was on Thursday, October 12, 2023 when the indoor thermostat indicated 'no power from the HVAC system'. The system had shut down and there was no heat. I called Henderson and they were able to send a technician that afternoon to assess the problem. After reading the message on the thermostat and looking over the indoor unit, the technician said the circuit breaker on the air handler had been tripped. After inspecting different parts of the system, he noted that the fan speed on the blower was set below what it should have been, suggesting the breaker may have tripped to prevent the coils from overheating. He increased the fan speed and noted that there was also a problem with the way the blower motor was spinning as well as a problem with the door of the climate control filter box which didn't close all the way. The technician made a video of the blower motor, that he showed me, saying that he was including the video in his report, as it needed replacing. I didn't hear back from Henderson after the technician left and called them the following Tuesday to ask about the follow-up visit to replace the blower motor and filter box. I was told that there was a miscommunication. Two people I spoke with said there was nothing in the technician's report about a faulty blower motor or replacing a filter box. Henderson denies that the technician found or reported any problem other than with a plastic door clip. A 10 year parts and labor guarantee on a $14,650 HVAC purchased from Henderson is worthless if the company behind them doesn't stand by the warranty.

  Business Response

  Date: 11/03/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has made attempts to reach out to ************** but we were unable to reach her to discuss this experience with us further. We had a technician return to ****************** home on October 23, 2023, and he replaced the blower motor, module and squirrel cage under warranty. He also fixed the filter door under warranty. We encourage ************** to reach out to us about this matter if there are any outstanding concerns. 

  Customer Answer

  Date: 11/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:09/08/2023

  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.

  WM Henderson to fix problem told what was needed a back flow would solve the problem. The work was done and following day I was flooded again. Second technician came out he stated that I never needed a back flow the sewer line was collapsed and needed to be replaced. I was then quoted a price of 15000.00. At this point I just want my money back.$7100.00

  Business Response

  Date: 10/09/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to **************** to discuss this matter further. On 8/8/23 we installed a sewer water back flow preventer and installed a sump pump with discharge pipe for **************** home. After this work was completed he informed us he had the same issue of water getting into the basement. We came back out to reassess and determined the sewer line also needed to be replaced and provided a quote. **************** advised he was not happy with the work as it did not resolve the water getting into his basement and he had the sewer line replaced by another company and the issue was resolved. We have addressed this matter internally and agreed on a refund for the services we provided for his home. He is completely satisfied with our response at this time.