Complaints

This profile includes complaints for Clyde S. Walton, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Clyde S. Walton, Incorporated

  PO Box 1669 Lansdale, PA 19446-0817

  
• 

  Clyde S. Walton, Incorporated

  400 S Broad St Lansdale, PA 19446-3704

  

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:03/04/2025

  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.

  March 5, 2024 I reached out to Waltons to discuss a service contract for my heating system in the home that I had just purchased. After speaking with *** he advised that I enter in a service and pre-buy oil contract with Walton. My sales ***resentative *** stated that I should pre-buy the oil for the best price and I agreed and pre-paid for 500 gallons of oil and their gold service plan and paid them $1,795. After I made this payment, Walton's scheduled a service visit on my heater and oil tank. At that time (after taking my payment) they determined they would not fill my oil tank as it was slightly *****. They agree to put a small amount of oil in my tank while I determine the best next steps. I requested quotes to convert my heater to gas (which they refused to do) and to ***lace the oil tank (they quoted me $4000). I am now in a horrible predicament and out nearly $1800. I found another company willing to convert my heater to gas for nearly 1/3 the cost of the oil tank ***lacement. I reach out to Walton to let them know that unfortunately due to financial reasons I had to proceed with the conversion. They chose to at that time cancel my contract without my request to do so. As I purchased that oil it was indeed mine to use. I was passed around from one customer service team member to project manager to office manager to another. I had to call over and over as they never returned phone calls as promised. Then without explanation they mailed me a check for $490. I wrote a ****** review Oct 2024 and they ***lied that they were willing to help me and so I called, again 10/11/24. No call back. I emailed *** my original sales *** 10/29/24, he said someone would get back to me to "give him a few days". It is now 3/4/25 and no resolution or returned phone call from this company who is now stealing my money.

  Business Response

  Date: 03/04/2025

  Good afternoon.  Thank you for your correspondence.  We do not believe the situation transpired the same way.  Ms ****** entered into a contract (attached).  Upon inspection of the tank, we deemed the tank "undeliverable" and provided multiple quotes for replacement of the tank as well as replacement of the heating system with natural gas (proposals also attached).  ************** chose to go a different direction, in accordance with the price protection contract, we charged the early termination fee.  We promptly refunded the balance of the pre payment (after termination fee).  Again, everything is in accordance with signed agreements.  If you have any additional questions, please feel free to reach out.  

  Customer Answer

  Date: 03/04/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23017424
  
  I am rejecting this response because: Walton's could not return a call in an entire year to work on a settlement with me and can respond the same day to a BBB complaint? Horrible customer service. 

  Why would they not have inspected the oil tank before taking my pre-payment for oil?

  They never sent the proposal for conversion to oil and stated in person they could not convert because they felt it was against the manufacturer's recommendation.

  They never provided an option to use my pre-purchased oil. They chose to terminate the contract and send funds less a termination fee they deemed. I have not deposited the check and would like a full refund or to use the use I purchased at another address. I will not be accepting $490. Very convenient that it is working out for them to steal $1485 from me. 

  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/06/2025

  Ms. ****** was given the exact same explanation on multiple occasions by our office.  I believe she didn't like the response.  It was less than a month to check the tank and we promptly gave multiple quotes for resolution to this unfortunate situation.  Either solution would have ended without a termination fee from Walton's and our sales representative, ***** made her keenly aware of this fact.  Ms ****** chose a different resolution to her problems which didn't involve Walton's.  We didn't force Ms. ****** to sign a contract or chose Walton's as her supplier.  There was a signed contract in place as attached to her original complaint.  

  Customer Answer

  Date: 03/07/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23017424
  
  I am rejecting this response because: I was not given a solution that was comparable in cost. It was unreasonable to take my money and then tell me that you would not fill my oil tank. It wasn't good business. I am asking that you please consider a fair refund.
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/26/2024

  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 May 6, 2019, Clyde S. Walton **** was paid $7,288.00 for a new Lennox Heat Pump and Air Handler, including the base under the outside heat pump unit. The system was doing well with regular yearly maintenance checks paid to Waltons. On April 8, 2024, I reported to ******************* that the blocks supporting the outside unit started crumbling. He said to send pictures which were sent to him that same day by email. After 10 days with no response, I sent another email to ************** with more pictures. April 19, ****** calls to say a technician will look at it. No response from them for 20 days. On May 9, 2024 Mr. *********** calls to inform me it would cost over $1000. to fix. I asked to see an itemized quote and asked why is that my responsibility when they installed it five years prior and now the base is crumbling. I never received a phone call, quote, explanation, etc. I called May 20 and was told someone would get back to me. I called again on May 23 asking for the Project Manager on this job - *************************. No reponse so May 28, 2024, I sent explanation letters to *************************, ***** ******************************* Walton via regular mail and hand delivered to office. It is now June 26, 2024 with no contact from Waltons. I feel they should honor their contract and replace the base that was installed 5 years prior.

  Business Response

  Date: 07/24/2024

  Good afternoon.  Thank you for reaching out.  There have been numerous correspondences explaining that the degradation to the block holding up the air conditioning condenser is unique to the environment.  We install more than 200 installation per year and this is the first one that we've ever encountered.  The ground is saturate and everything is covered in ****.  The block has crumbled because it is too wet!  We cannot be held responsible for a drainage problem in your yard.  This situation was caused by a landscaping or drainage problem and is not covered under Walton's warranty.  Our workmanship warranty expired in nearly 4 years ago.  Please see attached pictures of an install performed the same week as yours with normal results!  If you have further questions, please let me know.  Thanks, *****

• Initial Complaint

  Date:07/18/2023

  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’ve been a customer of Walton’s for just under a year. I had signed on for budget plan for oil for the year for a set amount of oil at a set price to be auto delivered. On multiple occasions I had to call for oil after being left cold multiple nights. Auto delivery clearly not working. On March 20, 2023 I had a Walton employee out to my house to provide a quote for a heater conversion from oil to natural gas. His name was **** *****. I told him I was switching in May and to have Walton not deliver me any more oil. End of April comes along, a week or so before my conversion to ** and Walton delivers around 200+ gallons of heater oil to my house. This put me over budget, & broke the messaging I had confirmed with their employee. ** **** called me to tell me about this and put me on a payment plan for it, until I realized that I already informed them not to deliver to me. I am looking for this charge to be cleared from my account. It was slightly discounted, but I’m looking for complete removal of the charge. I did not use any of this oil. I have emailed the President 2x and not received a reply.

  Business Response

  Date: 08/23/2023

  **************** was under contract from 9/16/22 until 9/16/23.  We received no communications from **************** to cancel automatic delivery as governed by the contract.  There will be no further communications concerning this subject.  The balance of $540.60 is due.  Unlike other instances where we will not allow payments from terminated customers, we've allowed **************** to continue making monthly payments to complete his obligation.  

• Initial Complaint

  Date:09/22/2022

  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.

  1/15/2018: New boiler installed by Walton; new exhaust fixture exits basement in a location hidden behind large rhododendron plant alongside of house.Spring 2022: Discovered damage to wood siding and metal downspout that has occurred from heat of exhaust; damage to siding extends approximately 3-4 feet to left, right and top of exhaust fixture where paint is clearly discolored/faded/gone on siding and downspout.5/5/2022: called Walton; spoke to "E"; emailed pictures of damage; on same call I renewed service contract that includes "priority service".5/26/2022: called Walton again; asked "E" for status update; he said someone would call me soon.6/10/2022: called Walton again; asked to speak to a manager; "J" who is Service / Operations Manager indicated he would look at my file and get back to me.7/11/2022: called Walton again and spoke to "J" again; he said he would send someone out the next day to look at my house.7/12/2022: "T", the supervisor of new installations, arrived at my house; he examined outside damage and then came into house to inspect where exhaust pipe from boiler exits the basement; he indicated they could change the exterior exhaust hood to blow downward and away from the house at an angle.7/19/2022: called Walton again for status update; spoke to "J" again who said he would speak to "T" and get back to me.7/21/2022: called Walton again and asked to speak to "J"'s boss; was told next step above "J" was "C", one of the owners; he told me "C" was currently in a meeting and would call me back the following Monday (this was a Thursday).Two more months have passed since and nobody has contacted me. After more than four months and seven calls to every level within the company, I must conclude Walton has no intention of correcting either their faulty installation or the damage which they have caused to my house.

  Customer Answer

  Date: 10/27/2022

  As of 10/26/2022, I have not heard from the business regarding my complaint.

  Business Response

  Date: 11/30/2022

  Hi ****,
  
  Please find our response below to *********************** Complaint ********. Thank you!
  
  **************, We would first like to thank you for choosing Clyde S. Walton, Inc for your boiler installation. We are truly sorry to hear that your experience was anything other than satisfactory. We take great pride in ensuring that our customers and the community we serve feel good about doing business with us here locally. To address your concern with the siding, our records indicate that we never performed work on the outside of your home. We did install new venting from the boiler, but that was connected to your existing termination. Since the damage was hidden behind the rhododendron and was only discovered several years later, there is no way of knowing that the damage started as a result of this installation or previous boilers. If you have any questions or would like to discuss the matter further, please don't hesitate to call our office.
  
  Nicole G********* | Director of Sales & Marketing
  
  Office: ************ | Direct: ************ | Fax: ************
  
  Clyde S. Walton, Inc. | ********************************; | ************* | Lansdale, PA *****
  
  ************************************ | www.WaltonInc.com

  Customer Answer

  Date: 12/21/2022

  I cannot currently prove that the installation performed by Walton caused the damage to the exterior of my house.  However, I disagree that there is no way to determine whether the damage was caused by their installation or a previous installation.  Therefore, I am willing to pay for the repainting of the siding and drainpipe for the time being.  I will accept the response from Walton regarding this complaint if they are willing to agree that, if the problem recurs, it is the fault of their installation and they will reimburse me for both the cost of the repairs I will incur now as well as the cost of any future repairs related to this issue, including correcting the problem with the exhaust from the boiler as well as the cost of repainting yet again the siding and drain pipe, as needed.  Given the pride they claim to take in ensuring customer satisfaction, I expect they will find this agreeable.
  
  Thank you for your assistance.
  
  Sincerely,
  ****** *****

  Business Response

  Date: 12/21/2022

  Good morning and thank you for your response.  We are unwilling to make any remedies at any point on this installation at no charge.  We delivered exactly what was proposed in the quote.  We hooked up to the existing venting per our proposal.  We have provided an estimate (at cost) to remedy the venting concerns.  If you wish to pay for the new venting we will install the new z-vent.  However, we will make no repairs or reparations at no charge.  

  Thanks,

  Chris W*****

  Customer Answer

  Date: 01/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response for two reasons: (a) delivering exactly what was proposed in your quote does not absolve you of responsibility for damage inflicted by an incorrect installation. It was your company's responsibility to know and ensure that your installation would not destroy or damage my house.  (b) I have not received an estimate or communication of any kind offering to correct the exhaust problem with the boiler in the eight months that I have been seeking your company's help with this issue.
  
  
  Regards,
  
  
  
  ****** *****