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Consumer Complaints

BBB Accredited Business since 05/09/2007

Willard Heating & Air

Phone: (972) 564-9785

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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.

Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Delivery Issues1
Problems with Product / Service1
Billing / Collection Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
05/09/2016Advertising / Sales Issues | Read Complaint Details
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Complaint
I purchased the $160 basic club membership which was to include two scheduled maintenance calls per year. After waiting at home for 8 hours total on 3 different appointment time windows, I still don't have the first maintenance service completed.

Desired Settlement
If agreed upon maintenance can't be completed in a timely manner without being scheduled for another 4 hour window, I would like a full refund.

Business Response
my office manager contacted Mrs. **** and explained that we were very sorry for all her inconvenience and offered a 1 year free maintenance policy and she said yes that she would accept that for all her trouble so I hope all is good please inform Mrs. **** that ******* will do what it takes to resolver this
thank you ***** *******

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
One extra maintenance was offered rather than 1 full year maintenance for free. Maintenance check was completed.

02/08/2016Problems with Product / Service | Read Complaint Details
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Complaint
Came out several time to fix a high end heat pump. They cut the wires in the system so it would not communicate properly without my knowledge.
I hired ******* Air to fix a highend heat pump. They came out several times and replaced several parts. The last time they came out on Feb. X XXXX they replaced the blower motor. At that time they had already been out several time to try and fix error messages on the system non of the visits fixed the problem. On Feb. 2 when they came out the final time to replace to motor they took it upon themselves to cut the communication wires so I would no longer receive error messages. With the rewiring and removal of my communication to the system they took it from a multiple speed high end system to a 2 speed (low and high) system!

Desired Settlement
I am not sure the resolution for the system. Other than possible hiring a Trane profession to come out and rewire the system which I have been told would cost $1,000's!

Business Response
I was unaware of this complaint to the BBB but I do remember speaking to Mrs ****** my self and expressed to her that Willard Heating and Air offers a 100% customer satisfaction on all our repairs or full money back. At the time she said had planned to get a second opion and would get back to me. That's the last I heard from her.
Willard is prepared to refund 100% of her money if we haven't already and pay for any repair she paid to another company to correct our mistakes if she had to. Willard takes customer satisfaction very serious and will solve this any way possible.
Please let me know what I can do to solve this.
Thank you
Randy *******

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I expect a FULL refund check in the next week.. Also expect to be paid in full for all repairs that it takes me to restore the damage done to this system. At this time I have had several companies out that are not able to rewire the system to its original working function! I have one more highly recommenced Trane professional coming to look at it on Monday Feb. 8th! If they are able to rewire the damage you caused and restore its proper function, I expect nothing less than full payment for this repair. I will fax you the estimate on their company letter head via my attorney. If you do not pay to have the systems repaired to its original status I will take you to small claims court.

07/17/2014Delivery Issues | Read Complaint Details
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Complaint
Customer Service, Product issues, delivery and salesman bad attitude. I was quoted $6,600 after two minutes in my kitchen, with salesman **** ********* who wanted to just replace a coil, in my furnace, my air conditioner was fine, working, then after waiting three days without air, I called them to find out about installation, she said WED, salesman did not turn in the paperwork, I waited another three days, and e-mailed them about my installation, and was told that they could be there the next day I had to e-mail Mr ******* to get things done. I got two people to work on them and got at the end of the day the AC installed, the furnace due to some parts, or lack of, needed to comeback or somebody else will come back, to finish the job, (very unreliable). I am still waiting for somebody to come in and finish installing the furnace, after I was told that I was overpaying for the system,The system I was quoted on would suppose to be a 4.5 SEER, and I got a 3.0 they screwed me. and the furnace is bottom of the line as far as BTU's and efficiency. Customers beware ******* Air will take advantage of you and will sell you a 4.5 SEER and install a 3.0 SEERThey will overcharge and when you ask for a discount they will say no! you get nothing back.They advertise a $2000 discount that was never mentioned to me. I have a AC working, and a Furnace that has not been finished installed. hoping that Mr ******* will see that something is needed here, I am a 63 yr old men military retired, and this people are taking advantage of me and my family, was already seven days without Air! Stay away from ******* Heating and Air in Forney TX a Very upset Retired 63 yr old men in Mesquite TX
Product_Or_Service: Trane XR 13 AC
Order_Number: n/a
Account_Number: no contract yet

Desired Settlement
Discount applied and installation work finished ASAP.

Business Response
Contact Name and Title: ***** *******
Contact Phone: XXXXXXXXXX
Contact Email: ********@willardac.com
MR ****** called into our office requesting a quote for a heating and cooling system and said he was getting estimates. At that time he had already had received estimates but from my understanding was requesting financing that we were able offered and a price was agreed on and the order was made. the next day or so I was going out of town and received a very angry email to my company general mail box stating that 2 other companies could install tomorrow and we had set it up for the next week and he had no air, I then contacted my office to follow up with him to see if we could get in quicker wand we did the next day.
after installing the system we received a email stating that he thought had got screwed and wanted a HUGE discount of a least $2000.00 with threats to my salesman. at that time I got involved trying to contact Mr. ****** without success he would not return my calls. after the install I sent my installer back the next day to finish tying in the gas and to get the finance papers signed which he did and at that time I did extend a 10% discount trying to make him happy and he took it. I am not sure what ******* Heating and air did wrong and what we could have done different. we gave a written price before starting and gave prompt service and he was very happy with the installers. at this time all work has been completed and signed off on.
thank you

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I don't know Mr ***** *******, I have never spoke with him, and he is blaming the customer and not the salesman who did nothing to earn the sale.( when a customer is complaining, listen!) don't bl aim them just fix it.

As far as Job being complete,is not true, a hole in the wall, and wires untied, and the pipes going to the roof and through the roof, are still old and untouched. ( I am willing to do it myself, just send me the pipes, two straight and two elbows) I am filling the hole in the wall, and will install the pipes to through the ceiling/ The Huge discount, that Mr ******* is referring to: is the one being offered by the company, on ADS. I got 10%.

The installers did what they could to fix the mess, specially Adam and partner, Thank you guys. great job. suggestion: get rid of the problem people" or your business will suffer more. **** E. ****** II RR&C Firearms LLC

Industry Comparison| Chart

Heating & Air Conditioning, Heating Equipment & Systems Cleaning & Repair, Air Conditioning & Heating Contractors - Commercial

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