Complaints

• 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

  

  Business response

  04/09/2024

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

  Complaint #********
  
  The customer complaint was in regards to our service area. Unfortunately, the address that was provided to us was in a zip code outside of our service area. We provide service by zip code in our system as many places like Cleveland will have the address listed as Cleveland but is actually another city. In this case the address provided was **** ******** ***** ********** *** ***** which is a zip code we do not service. We would be happy to refer the customer to a provider that does service the area if they would like. 

• 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. ↩