ComplaintsforWilson Plumbing & Heating, Inc.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wilson Plumbing called at 9:15am on Sunday morning (Mar 24, 2024) soliciting our business. We have never done business with this company and we are on the national do not call registry. We never want to hear from them again.

  Business response

  03/25/2024

  *** ******* was a customer of ours in 2019. Please see the recording labeled 3–12-2019, where he called requesting our services. This was not a solicitation phone call and does not fall under the National Do Not Call List. It was outreach to existing customers. Please see the recording labeled 3-24-2024.If *** ******* wishes to be removed from our customer list, please advise and we can do so. As you’ll hear on the recent recording, we did not make contact with him as we got his voicemail, and had not received any communications prior to this complaint, asking us to remove him from the list.We would appreciate this erroneous complaint to be removed from our profile. 

  Customer response

  03/26/2024

   I am rejecting this response because:
  In 2019 I called Wilson Plumbing to only to request a quote (PER THE PHONE CALL THEY SUBMITTED). I was NOT satisfied with their quote and  gave the business to a competitor of theirs. I was NEVER THEIR CUSTOMER. And I resent being phoned at 9:18am on a Sunday morning 5 years later to solicit my business. I DO NOT WANT TO BE CALLED FROM THIS COMPANY AGAIN.
   
  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THEY LEFT MY TENANT WITH MORE DAMAGE THAN THE JOB STARTED OUT BEING. THEN LEFT. HORRIBLE. THEY LIED TO MY TENANT MULTIPLE TIMES. I called repeatedly to find out what was going on to be told the plumbing manager was out of town and the manager was busy. The technicians spent half a day accomplishing nothing but damage!! Then sat outside in theur van for over 20 minutes doing nothing. The technician came back and said the leak had nothing to do with what he was working on..untrue...I told him to leave and am having another company do the job and fix the mess they made. Another company is going to fix the damage they caused. They need to pay for damage they did.

  Customer response

  01/29/2024

  Jan 29, 2024

  Wilson Plumbing came today and went directly to unit *** to start working, even though I told them (in advance and on the day of the job) to come to *** (my unit) first. I revisited Wilson Plumbing's ratings today and found very bad reviews. I found complaints on the Better Business Bureau's website, too. I called Wilson Plumbing and told them that I wanted the work on *** to be fully completed today, but that I wasn’t going to proceed with the work in *** until *** was done satisfactorily. I then emailed the same to Wilson Plumbing. My tenant then told me that Wilson Plumbing told her that I refused to allow them to cut further into the wall and that their manager had talked with me. Their manager never talked with me. The technicians then proceeded to go sit in their van for over 20 minutes. My tenant was left with a non-working sink and the ceiling over her sink caving in from water pouring out that wasn’t pouring out before. My tenant asked Wilson to remove their new parts because her sink was unusable with their plumbing and it could at least be used with a bucket beneath it without their plumbing. Rather than talk with me, they uninstalled the new plumbing and dumped the old plumbing in a bucket with water and sludge. I called Wilson and was told their plumbing manager was out of town and that their other manager was unavailable. They said they would call me back. My tenant then told me that Wilson had made a mess of black sludge and left it and the unfinished job. Wilson was still sitting in their van. I called Wilson again and finally was able to speak with someone who told me she was trying to figure out what was going on. I told her their plumbers left my tenant with a bigger problem than we initially had. I said I didn’t understand why the technician lied to my tenant about Wilson talking with me. I then approached the technician outside asking why he told my tenant that I stopped the work. He didn’t answer, but said the new leak had nothing to do with the work they were doing, which is wholly untrue. They spent hours sawing into walls and piping and that damaged other plumbing causing the ceiling above the sink to literally turn to mush and begin falling down. At that point I wanted nothing more to do with Wilson, so I told the technician I was done working with their company and I emailed that to Wilson and called another plumbing company to fix the damage and do the original job. I then called the financing company and canceled financing. My tenant was left with a torn up, leaking kitchen and a torn up bathroom sink with no plumbing. Another company has taken over and I’ve reached out to my home owner’s insurance representative.

  
  

  
  

  
  

  Business response

  04/09/2024

  [[BBB TRANSCRIPTION VIA EMAIL 4/5/2024]]

  The customer was aware that the plumbing manager was on site during the entire install. There were previous issues with the job as we were told after the quote was signed that we were now only allowed to have access to one side of the duplex, which would severely limit our ability to complete the work correctly. We reached out to the owner and were unable to make contact. (Please see attached call recording ********* where it rang for 1:05 minutes before disconnecting.) This was before the work was completed. The homeowner did call back and advised to proceed with the work. While on site working no issues were brought to the attention of the install manager on site or the technicians. Once the complaint was received, we reached out two additional times to attempt to make contact with the owner to resolve. Both resulted in no answer, one we were able to leave a voicemail. Please see ********* where we were unable to leave a voicemail, and ********* where we were able to leave a voicemail. We have to date, not received any further communication from this customer. 

  Customer response

  04/09/2024

  There are so many lies in their much belated reply that I don't know where to begin.  They were never limited.  Everything in my original complaints stands true, as is. When I had enough of their antics, I told the worker at my door I was no longer working with their company and that I was hiring another company to do the job. At that point, I was done. I want nothing to do with this company.  I have long since hired a company and had the job done properly. I want no contact with this company.  This cost me an inordinate amount of time and money to resolve a disaster they created. That they finally decided to reply this late with lies is reprehensible. It is no wonder their recent reviews are so bad. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was refused service because of the zip code of (*****) which is **** ********* ****, which the Wilson company says they don’t serve, but on their website it says nothing about zip codes but city that they don’t serve and East ********* is one of them, but the property (house) is located in ********* ****, which on the website says they serve, Wilson company refuses to service my property

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damaged condenser unit part was installed without my knowledge back in early July. Still waiting for this company to replace it.

  Business response

  11/03/2023

  Customer was aware of the damage and was okay with the damaged part being installed until a replacement is available as the replacement was back ordered with no eta for restock. He has been in contact routinely about the back order and has been copied in emails with the manufacturer stating the back order is out of our control. The damage is not effecting the operation of the unit as it is an esthetic issue. Customer has been advised multiple times we will replace free of charge when the replacement parts arrive as the back order is out of our control. 

  Customer response

  11/06/2023

  [BBB transcription via email]

   

  
  Hello,
  I had read Wilson heating and cooling respond is it’s not all true.
  I was not when work was completed. I saw damage by accident really. I would have never had them finish the installation or paid them in full.
  They were never in contact with me at all also. Sales rep never returned my calls or text messages. I was told that, part was ordered and should be in in 6 weeks. 5 months later, still not replaced. I had to call every other week to see what’s going on. I was promised to kept updated but never received a call or emails.
  After spending $20500.00, I am being treated like I was never their customer.
  
  

  
  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original purchase date 8/26/2012 I was told by the owner that I was purchasing Genuine Trane. I had them service my units every year. They came out the past two year , I was told back on 6/6/21 and then again a year later in 6/22 that I had a leak somewhere. Last year when they came out for a service call they checked the unit added some yellow die , they left and I called them back a couple of days latter this is when they said that I had another problem both inside and outside the system. I called Trane to see if the parts where covered on warranty, Trane asked me for the serial # come to find out that it wasn't a Trane serial number at all. I then called Central out on it and he tried saying that at that time he had trouble getting parts. I explained that I purchased it in 2012 and there was no Covid , told him stop with all his deception. I made a claim with consumer Fraud .gov. for invoice fraud ! This season I went to turned on AC on the 9th of June to find that its still not working blowing nothing but hot air. I called up Central on June 9th, June 10th with no response called again on Monday they finally came out on Tuesday June 13th 2023. I explained all three time to the person on the phone that I was not paying any service fee since they were out last summer 4 time and didn't fix the leaks. My warranty was up last year on 8/26/2022, if they would have fixed all the issues that I had them out for I wouldn't be in this situation./ The parts would have been fully covered when they serviced last year all they did apparently was put in the fraudulent part that I turned them in for and never fixed the leaks inside and out . I'm sure that using the wrong part from day one didn't help it ruined the system completely. Now that Central / Wilson took advantage of me and knowing that if I didn't turn on unit until this year it would be out of its warranty now they want me to purchase another one at regardless that they were the whole reason that my system failed.

  Customer response

  07/07/2023

  [BBB transcription via Attorney General Complaint, see attachment]

   

  Description:
  Central Heating and Air Conditioning now Wilson Heating and Air Conditioning
  243 Richmond Road
  Richmond heights 44143
  216 731 9400
  Was the installer of a new Trane unit 8/27/2012. July 2022 the service call was placed and tech found
  leaking coolant and replaced a part. The unit never really seemed right. Consumer called Trane and
  Trane contends the part used was not a Trane part. The consumer made a claim and a Trane part was
  replace and warranted. June 2023, the consumer turned the unit on and it blew hot air. After several calls
  service tech came out and said the outside unit cannot be fixed and she needed to purchase one for
  $5K. Consumer believes that had the company replaced the part with a Trane part originally her unit
  would still be working and they did not fix it last year.
  
  Satisfactory Solution:
  Consumer would like the company to cover the cost of the outside unit.

  Business response

  07/07/2023

  This is a complaint on the previous owner of the company who had potentially committed invoice fraud. We do not hold the liability for his work or warranties. We have been in contact with the home owner to advise of this and are working wit her to get her AC this coming tuesday 7/11. She was asked to remove the complaints from us as she is reporting us not Stu Unsdorfer the previous owner and we cannot be held liable for the potential fraud he commited in 2012, when we purchased Central last year. 

  Customer response

  07/18/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20218786, and find that this resolution is satisfactory to me.

  [BBB Transcription via Phone]

  Wilson came out and put a new unit and go after the old owner.

*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. ↩