Complaints

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an air conditioner from Wilson Plumbing, Heating, Cooling & Electric, LLC, several years ago, which came with a warranty that is still valid. Unfortunately, about six months ago, the unit malfunctioned. When I reported the issue to Wilson, they assessed that the repairs would cost $3,000 but refused to honor the warranty by covering these costs. I have been in continuous communication with Wilson for several months, attempting to resolve this issue. Despite the air conditioner still being under warranty, their refusal to proceed with the repair is both frustrating and disappointing. I am in need of assistance to address this matter effectively. Thank you.

  

  Business response

  12/08/2024

  The HVAC System was not installed by Wilson Plumbing, Heating, Cooling & Electric. The system was installed by another company called ******* ******* *** **** The unit appears to be installed in 2017. Please see the attached warranty information from the manufacturer. This is s ***** system which has coverage for 10 years on parts and 99 year warranty on the Heat Exchanger. While we will always honor the manufacturer warranty we will need to charge for the labor to replace those parts. This is the estimate that we provided for the repairs. We are more than willing to proceed with any repairs needed covering the parts under the manufacturer parts warranty and only charging for the labor to complete the repairs. 

  

  Business response

  12/08/2024

  Please see attached warranty note from ***** and ******* as well as a photos of the data plates from the units confirming the warranty status. 

  Customer response

  12/09/2024

   I am rejecting this response because: Yes, HVAC system was initially installed by ******* ******* *** ***, but Wilson Plumbing, Heating, Cooling & Electric acquired the company. I’ve been waiting for almost a year for Wilson to honor the manufacturer's parts warranty. Could you please inform me about the associated labor costs?
  
  
  

  Customer response

  12/17/2024

  Hello,
  
  
  Has there been an update to my case?
  
  
  Wilson Plumbing, Heating, Cooling & Electric, LLC initially refused to honor the warranty and quoted me $3,000. When I filed a complaint with the BBB, their stance changed, and they responded, stating that they’re happy to honor the warranty but will need to charge for labor. However, they provided no information about the labor costs. I inquired about labor costs on December 9, and they have not responded. It's December 17 now, and I still have no information about the labor costs. This is unacceptable to me and seems dishonest. I believe they intend to recoup money by charging an exorbitant fee for labor costs, but don’t want it documented on BBB, hence no response.
  
  
  Please, note that I filed the BBB complaint on behalf of my elderly parents, after Wilson Plumbing, Heating, Cooling & Electric, LLC refused to honor the warranty and said **** ****** ******** should cover it. **** ****** ******** said Wilson Plumbing, Heating, Cooling & Electric, LLC should cover it, as the part is still under the manufacturer’s warranty. I’m waiting for a resolution and for Wilson to provide cost information for labor.
  
  
  Sincerely,
  
  
  **

• Initial Complaint

  11/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We had service at our home by Wilson Plumbing. While the service person was here he sold us a healthy home package. We were told we could cancel at anytime and would have no issues. I have been attempting to cancel for two months. I have sent 6 emails and left multiple messages. I spoke to someone last week who took my information and promised I would be called. I have not. The lack of service or just a simple response is unacceptable. I even attempted to leave a Google review and it was partially responded to. It is a complete and total scam.

  

  Business response

  12/08/2024

  The membership in question was activated when the customer signed up for it on 3/7/2024 when we completed a project for her. The membership has a 1-year commitment in order to receive discounts on our work, and the other benefits that come along with it. Mr. & Mrs. ************ received a total of $506.75 in discounts on work we had completed for them though this membership. Per the terms of the membership a cancellation prior to the end of the one year commitment is allowed if a customer agrees to pay back the discounts they received. We received a call on 11/22/2024 that lasted 6 seconds. Another call was received on 11/22/2024 where Mrs. ************ requested to cancel the membership. The membership coordinator was on vacation at that time and made an attempt to contact Mrs. ************ to complete the cancellation on 11/27/2024. (All of these call records are shown in the attachments provided.) We have not received a call back from Mrs. ************ since we called her back and left a voicemail. Since there has been multiple postings across review platforms claiming we have not responded we have decided to cancel Mrs. ************** membership based on these reviews and without being able to speak with her. We would like to request that Mrs. ************ please remove those claims as the information provided in the screenshots does not match those claims. 

  Customer response

  12/09/2024

  This is a half truth at best.  I have 9 emails with zero response, I called was told someone who call me back.  I only got a call back after I contact the BBB.  In the message she states she will email and there is no need for a call back.  That never happened.  The man that "sold" us the membership standing in my kitchen said that I could cancel at anytime.  Shame on me for believing them.

  Customer response

  12/10/2024

  I don't need anything, all I wanted was the membership cancelled.  I had no idea there would be actual back and forth.  I appreciate the time that was provided.  I  hope you have a great Holiday Season.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -In April we paid Wilson $29,200 to install 5 mini-split units in our home 2 ceiling units and 3 wall units. -Since then we have needed >10 service calls to address problems with the units. One problem was evident from the first time we turned on the ceiling unit in my husbands office in May. The unit kept shutting itself off. After many service visits, ordered replacement parts, and ultimately a call with ********** engineers, it was determined that the unit required the installation of an additional pump. This repair was completed and the unit functional for the first time since the April installation on August 29th.-In the meantime, we discovered water steadily dripping out of two of the wall units, leaving a pool of water on the floor. In each case, we were fortunate to discover the leaks before the hardwood floor or antique furniture on which they leaked were damaged. This problem also seems to have been due to an installation issue since the repair required rerouting the drainage pipes. -Two days ago we encountered a problem with the other ceiling unit. The ceiling shows signs or water damage discolored and bulging plaster. The tech who came earlier today confirmed there is a leak and the ceiling will have to be opened up to fix it and repair the water damage. -The money we spent on installing this system was a considerable investment which we never would have undertaken had we known how bad this experience would be. While these repairs which are not yet completed have been free of charge, we are justifiably concerned that our system was not properly installed and that we will continue to encounter additional problems. Given this, we ask that Wilson extend the timeline of free repairs to the system for an additional four years (ie five years total) to compensate us for the time, aggravation and lost use of the system we have endured since its installation five months ago.

  

  Business response

  09/05/2024

  I have reached out to the homeowner we have set a date (9/9/2024) to touch base and resolve. I will send updated information here once we talk. 

  

  Business response

  09/09/2024

  After speaking with ******************* this morning, we have agreed to extend our craftsmanship warranty for an additional 5 years for a peace of mind on the installation. We have sent the documents over to ******************* for review. 

• Initial Complaint

  08/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Had Wilson’s do an electric panel upgrade to our home at **** ******* ** **** ** Added a grounding rod to our bill without our permission will not send a priced broken down invoice home failed inspection after their work was completed needs redone again no response from the owners on a refund which has been requested and no response and home is now 30days failed on their work being failed

  

  Business response

  09/05/2024

  Mr. ****** has called into the office several times on this matter. We were asked to leave the property after our technicians asked to have the aggressive dogs in the house secured so they can safely work. The homeowner was upset by this and asked us to leave the property and the technicians were unable to complete the work quoted and signed for. To this day the homeowner will not allow us back onto the property to complete the work. Since the work is not completed it has failed inspection. The original signed estimate for $8,819.05 was discounted to $4,409.25. This reflects the work that was completed and removes the work that was started but unable to be completed. An additional $382.15 was removed from the invoice as the customer claims we left a stain on his carpet at the door. As we are unable to verify this claim as we are unable to access the property, we opted to credit him the cost of a carpet cleaning to attempt to resolve this. 
  
  At this time, we are unsure as to what additional remedies the homeowner is looking for as all uncompleted work was refunded to the customer. Please see the attached estimate and invoice reflecting the changes made. 

  Customer response

  09/05/2024

   I am rejecting this response because:
  No the dog is not aggressive as they are stating they had been locked up for 6hours and needed to be let outside upon coming in we asked the tech to wait while we put all 3 back into the room which he and I quote said keep your f-ing dogs locked up which we were keeping them locked up cause they like to jump on people weird that the plumbers had not one issue while here but your electricians did? Maybe y’all should look into that issue 

  that’s when they were asked to leave we have since emailed hog a quote from another company to complete your unsatisfactory work and were told a month ago the owner was reviewing it and never heard back from the manager or the owner lack of customer service which is pretty  poor has got you in the situation no effort to let us move forward with the new company and no effort to reimburse for the unsatisfactory work has been attempted either from your part 

  
  

  Customer response

  09/05/2024

  Here’s some of the emails looking for the others which were never replied to from the owner or the manager 

  Customer response

  09/05/2024

  Last email from them them ghosted no response which seems to be their m.o to rip customers off 

  Customer response

  09/05/2024

  Attached is the photo of the dogs at the kent dog  day the so called aggressive dogs the bigger dog likes to jump and lick your face which we were keeping him from doing but he’s your aggressive dogs which your trying to use as an excuse which is a lie 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  08/15/2024 Deceptive & Predatory business practices

  

  Business response

  08/18/2024

  The customer was advised over phone as well as text message of the service fee being waived and the cost of the system check being normally $130 and discounted to $98. The customer was charged for the dollar amount she was quoted over the phone as well as text and was discussed with the customer prior to work being completed. They only refused the payment after the work was completed and information was provided to the customer. Please see attached screenshots of the messages to the customer as well as the signed invoice. The customer has signed off on two other estimates for a transformer and a furnace board. The customer has not paid to date, and is currently listed as unable to service due to a past due balance. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had Wilson Plumbing and Heating, **** over on 7/5/2024 to fix my Smart toilet (the heated seat and bidet spray had quit working). The plumber mentioned that these types of toilets are hard to work on and prone to failure. So I gave him a check for $1,438.00 (which the company has already cashed) as a deposit on a new Smart toilet. After the plumber left, I went into the bathroom. Lo and Behold, he had fixed the toilet! So I obviously don't need a new toilet. I have called the company several times since then to request a refund. They always say the same thing, "We are sending this request to accounting and you should be getting your refund in the mail soon." THEY STILL HAVE NOT SENT ME MY REFUND.

  

  Business response

  08/06/2024

  Our accountant team confirmed that the check was cut and mailed on July 31St, 2024. We are reaching out to the customer to confirm they have not received the check as our bank records show. It is not been cashed. Once we have confirmed they have not received it, we will void the check and process a new one.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Wilson come out in June of 2023 because we were having an issue with our HVAC cutting on and off. They told us that it wasn't installed properly and they needed to make some revisions to the initial installation. The unit was about 7 years old. We explained to them that there was a big issue with the temperature and conditions being unacclimatized upstairs, since we live in a 1895 home, and it was only designed for heating. The register is downstairs with none upstairs. Wilson told us that if we put in a new unit for $7,000, it would cool both the upstairs and downstairs without issue, and without having to do any revisions upstairs like supplemental ductwork and/or a dual zoning system. The comfort specialist, as their sales representatives are called, came out and looked to connect with us. We told them that our cat of 12 years had recently passed away, and he said that he had also lost two dogs several months prior. We also explained that we like the temperature around 65 degrees, and he stated that he keeps his unit set at 67 degrees in his home. After the unit was installed, there was zero improvement upstairs. There remained a difference in temperature of between 12 to 18 degrees between upstairs and downstairs, with the upstairs temp generally 82 to 88 degrees, and unconditioned with high humidity. Still under warranty, we explained to Wilson that the unit did not perform the way they represented it would. We would not have purchased a new HVAC, and instead would have kept the unit that we had, and gotten a ductless system upstairs, since that was the primary issue. Wilson refused to offer any resolution. They claimed they would call, as well as come out to address the issue. However, they never did. We require either a refund or installation of a ductless air conditioner in the upstairs hallway in order to climatize the upstairs living space. Failure to remedy the issue constitutes theft by deception and intentional infliction of emotional distress.

  

  Business response

  07/03/2024

  Wilson Plumbing, Heating, Cooling & Electric does honor its warranties. While this is not a warranty issue I would like to attempt to address the issue of the temperature control on the second floor of the home. To be clear after reviewing every call (as all our calls are recorded) this complaint, and a phone call one business day ago are the first we are hearing of this issue. For that reason I will need a few days to review the issue and see how we can best be of assistance. We will reach out to the customer to review this issue and document the resolution via our call recording and this BBB Complaint. 

  While we are happy to assist in remedying this issue. We encourage all customers to please reach out to us if they are ever experiencing an issue with an installation of ours. Especially if this has been happening for a year and it is just coming to light now. 

  Customer response

  07/08/2024

   I am rejecting this response because:
  The business has failed to contact me, or offer me any resolution since we last had contact on July 1st.
  
  

  

  Business response

  08/14/2024

  [[BBB transcription via email]]

   

  The business has stated they have attempted to reach out to the consumer multiple times via phone call and email and have not received a response. 

  

  Business response

  08/21/2024

  Please see the attached additional attempt to solicit dialogue to resolve the complaint via email. Phone calls are continuing to go to voicemail with no response. The last time, the voicemail indicated it was full and no able to take a message. 

  Customer response

  08/22/2024

   I am rejecting this response because:
  Wilson claims to have called my number, and alleges that the mailbox is full. That is a lie. I have no missed calls from Wilson, and my mailbox is not full. The only communication I have ever received from Wilson since filing this complaint, is an attempt to enter my home to do a hot water heater flush in hopes of finding an issue to drum up more business. 
  
  

• 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

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called emailed etc,- did not complete as estimate- no invoice copies - finally asked owner to call - nothing - sales solicitation for future service almost stalking - plan on withholding cc payments until someone - anyone contacts me - I own multiple businesses and this one must be inherited - just sayin

  

  Business response

  03/14/2024

  Mr. ****** spoke with our CSR team on 3/6/2024 @ 11:49 am. He stated that he had questions on what he thinks is additional charges from Wilson Plumbing on his credit card. Our CSR team advised Mr. ******* that he would be forwarded to the accounting team to review the charges he was speaking of. He was then transferred to Makenzie (Accounts Receivable). When asked by ******** to please provide some additional information as to what he was seeing on his card, he stated, “how about I do all the research and ill just call you back” and then proceeded to hang up. We have not heard back from Mr. ******* since.
  His credit card charges we show:
  2/9/2024// $45.00// Service fee for the initial consult plumbing
  2/13/2024// $683.49// Down payment for the water softener install
  2/16/2024// $89.10//
  2/16/2024// $1,371.98// Final payment for water softener install
  
  Happy to send over our invoices again which show the total invoiced amounts, line items, and payments made. 

  

  Business response

  03/25/2024

  Mr. ****** spoke with our CSR team again on 3/22/2024 of which he asked us to refund his payment for our Membership program. Before he hung up again on our CSR team our CSR advised she would speak with our Care Coordinator and have the membership cancelled. His membership has been cancelled and refunded. Our contract that he signed states it is a 1-year commitment or he would owe the savings he got back. ($291.21) In an effort to close this complaint, we have refunded the membership cost and have not charged him the cancellation fee (the savings earned). 

• 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. 

*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. ↩