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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

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Delivery Issues1
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
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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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.