ComplaintsforWilliams Comfort Products

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ****** BTU top vent Williams Furnace Co. wall furnace on 12/22/23 from ********* Supply in ********, **. I installed the unit at my customer's apartment complex and that night it caught on fire and didn't trip the breaker due to the fan going to ground which melted the wiring and fan motor. This caused a fire inside the furnace. My customer called me the next morning and I inspected the equipment and immediately called ********* Supply's Tech Line and they referred me to call your company. I did so and left a message. I've called back multiple times, leaving a total of four messages and no one has responded to my calls.I have replaced the furnace due to the customer not wanting a unit that burst into flames at my own expense and am now out money on the job.

  Business response

  01/10/2024

  We have reached out to the customer to resolve the situation. We intend to bring the unit back and offer full reimbursement for the purchase of this heater. 

  Thank you very much

  ***********************

  Director, Commercial and Customer Experience

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Williams Brand 50k BTU Natural gas heater from ecomfort.com on 10/11/22 in the amount of $1978.41 this included $305.41 for white glove delivery. order#********** at the time of purchase I was told the wall thermostat was optional so I did not purchase one. The unit arrived on Friday 10/21/22 I hired a HVAC contractor to install the unit, when the contractor came over he asked where is the thermostat, I explained i was told it was optional, it was not. You need it to start the unit. once I got the thermostat unit was installed, worked fine for about 2 weeks, started seeing burn marks on the outside of the unit, the glass front was cracking and the blow didnt work right Contacted ecomfort. sent pictures and documentation, they said " this is not normal, dispose of the unit we will send another one to you" Nov 18,2022 new unit shipped, delivered Nov 30 2022 contractor came to install unit, after 1 week burn marks on outside of unit and glass cracking. Talked to ecomfort, was told to talk to Williams company (manufacture) tried for 3 weeks, no reply, my contractor also tried for 3 weeks. Finally, Williams replied to my contractor, said the burn marks are normal "pattern burns" didnt address the cracked glass. I emailed ecomfort and Williams several times, it wasnt until I mentioned getting an attorney that WIlliams replied finally. They said we will pay to have the unit picked up and shipped to us, we will test it and if we find factory defects we will credit ecomfort and they can refund you. The pick up was scheduled for 4/14/23 I told in an email ecomfort and williams make sure the carrier has 2 people to pick up the unit, its on the 2nd floor. On 4/14/23 carrier called at 415 pm said he would be there in 30 minutes, asked if it was on a pallet, I said no its on the 2nd floor, he said "I need to call my company its only me and I will call you back" Since 4/14/23 not the carrier, williams or ecomfort have contacted me.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of Transaction is: December 21, 2022 Installed on January 2, 2023 Purchased through: AC Wholesalers Order # is: ACW3****** Model # is: 5002922A Price paid is: $1,690.00 HVAC tech installed our heater on the above date: January 2, 2023 on January 4, 2023 he came back to our house changed out the orfices we purchased and then he noticed there was something else wrong. The defective part is the HEAT EXCHANGER. Heat exchanger pops and bangs when it heats up and cools down. Our HVAC, **** has tried calling ******** to talk to someone at tech support he got hung up the first time, the second time he called back he was sent to an answering machine left a message - NO ONE RETURNED ****'S (HVAC) PHONE CALL. Very disappointed in ******** very lousy customer/tech support. AC Wholesalers won't take back the furnace after it's been installed and the furnace has a 1 year warranty. We want the problem resolved. If the problem doesn't get fixed we will have wasted our money. We are very disappointed in the support we haven't received from ******** and very disappointed in AC Wholesalers because they won't solve the problem. Will filed a warranty claim, we were told they were going to call ******** and our HVAC (****) to try to solve the problem, we don't if they did or not. And our HVAC won't return our phone calls either because we fill he doesn't want to deal with the problem. **** (HVAC) told my husband, (****) he has never had this much trouble before.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The Williams direct vent 14K BTU heater I bought from ecomfort.com (Order number ECD******7) put out extremely noxious fumes for 21 days and the odor—like the smell of burning tires— still lingers a month later. For the first few days after the heater was installed, the smoke alarm would go off unless a fan was pointed directly at it. For the entire 21 days, the heat was left on for up to 12 hours a day with windows wide open and fans blasting in an attempt to air out the room. Williams will not speak with customers, so all contact had to be made through ecomfort.com. So, my report: After my initial complaint, the contact person at ecomfort.com told me they'd contacted Williams earlier and that they'd said the "technician who installed the heater was incompetent.” I hired this heating company because of their consistent 5 star reviews. The technician spoke with Williams and reported that the installation was a simple switch out and fumes were significant and highly unusual. I’ve since asked advice from another highly reputable heating company (as advised by Williams). Both companies reported that manufacturers oil internal parts of heaters to prevent rust but that they had used way too much oil on this heater. I received a number of emails from ecomfort.com asking for photos, the work receipt for installation, and warranty form. I sent all of the information requested. When I called later to ask about the status of the claim, I was told that they (ecomfort.com) were processing the warranty claim with Williams. I later found out that this hadn't happened. Customers should be warned before working with either company. Both companies should at least post a warning that Williams direct vent heaters can put out strong fumes for up to a month. It should also be made clear that all labor costs (including those for brainstorming with a Williams tech about problems with a new unit, or repair, or installation of a new unit) will be at the customer’s expense.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I, ******* ******** purchased a Williams Forsaire 35K BTU furnace on 9-23-2022 at 3:47pm. I paid $1629.25 plus tax equal to $1743.37. Williams Service Company will not answer the phone nor haven't respond to any emails. I need to report a claim and need Williams Service Company to give me a case/ticket number for the claim. The order number for the purchase is ECD 32***53. The licensed hvac contractor diagnose a faulty/negative wire that kept shutting off the breaker, and He's in dire need to complete a contract with Meridian Housing Authority.

  Business response

  11/17/2022

  1) There is no model or serial number given.

  2) We show no contact from the end user to Williams - we record voice mails.

  3) If this is a Technical Assistance issue we must hear directly from the Contractor/Service person who did the installation to assist - we do not Troubleshoot with the end users.  There is no contact information to the Meridian Housing Authority service person that we can see on this claim.  We want to assist but need to contact the service person please.

  
  

  ******* *******

  Customer response

  11/21/2022

   I am rejecting this response because: I’m given the proper information needed
  Model number 3508232

  Serial number 12220381

  MHA SERVICE HVAC ID CONTRACTOR

  LC5668
  

  No# ###-###-####

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Cozy model # VC501B-D (serial # 16011100) natural gas console heater and had it installed on February 7, 2017. The unit was working fine until, on March 14, 2021, I noticed a hole had burnt through the heat exchanger wall. I immediately turned the heater off and stopped using it. I checked the manual that came with the unit for warranty information. The warranty on the heat exchanger is 10 years. I am still in the warranty period. I took pictures of the defect as best as possible and emailed them along with the model number and serial number of the unit to the manufacturer, Cozy Heating Systems, LLC (Cozy was acquired by Williams Comfort Products since I purchased this unit). I emailed all this information on March 14, 2021. I had sent several emails and tried calling customer service several times to check on the status of this warranty part and was not getting a resolution to the problem. It was and still is impossible to speak with customer service when you call the company. Then on August 27, 2022 I received an unexpected package. It was the replacement part on order # 99**58. I call the installer to let him know I received the part and to set up a repair date. On the day of the repair, the installer informed me that the replacement heat exchanger was not the correct part for my heater. The replacement part is a 2 chamber unit, but I need a 3 chamber unit. The repair was not completed. I took pictures of the replacement part and the original part and emailed them to Cozy to let them know I received the wrong part and have not received a response from them. I tried calling and leaving a message but no return call back. I just want the correct replacement part for this unit which is still under warranty so I can have the unit repaired and use it again as colder weather is here.

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