ComplaintsforWM. Henderson Plumbing, Heating & Cooling Inc.
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Complaint Details
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Initial Complaint
07/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We called Wm Henderson for consult for ours property in Wilmington De. I made sure they are licensed can take job for De before i make appointment for an estimate. They told me they are licensed and can work for Pa and De. We had an estimate with them on May 17, 22 and set schedule with Wm Henderson come back on May 23rd to install HVAC unit and plumbing for my property. They done the job after 3 days. I called the sell agent ask for permit a week later. He transfered me to someone else , who is handleling permit. He told me that their sister company will take care for that, and will contact me when it done. I've been waiting until last week as of July 15, 22 . Still not heard anything from them . I called so many times for the pass couples weeks. No one answered. Finally i could talk to someone , who's name Pat, to ask about ours permit and inspection for their work but all i got back from him was " i'm sorry, i'm apologize, i don't know and i don't know" . Then he told me that they got some issued with the license and only the boss can take care for it . But the boss was out , not come back until Monday. He will talk to his boss then call me. And i also called to their company, no one there can tell me what happening with the permit and inspection, i left lots of messages, no one call me back or can give me the approximate time will be done. I'm really frustrated, cause without their permit and inspection for their work we can't do anything else with our property .Customer response
08/19/2022
This is our contract with Wm.Henderson . After i filed a complaint about 3 days later they called me . But act like they didn't know any issue about the permit. Her name is is Lily, customer service manager told me that from now on, she will be the one handling this case for me. I've been waiting for this to resolve since May. Still not anywhere near done .Business response
11/04/2022
Hello ****,
Below is our final response. I also wanted to find out if Wm. Henderson could be added to my BBB Complaints portal. Please let me know. Thank you.
Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to **. *** on 7/21/22 to discuss this matter and advised we would get more information about the permit. As of that day we had submitted the permit paperwork and were waiting for a response. We received the permit back as of 7/26/22 and reached out to the inspector to schedule the final inspection. The inspection was scheduled for 8/2/22 at 10:30am. There were a couple items needing to be corrected from the installation and the corrections were made 8/12/22. A follow-up inspection was scheduled for 8/25/22 but the final inspection could not be completed because there was drywall than needed to be installed. We completed a quality check on 10/6/22 before this was completed to make sure there was nothing left outstanding. **. *** has been working with her own contractor to complete the drywall installation. We have reached out to follow-up on when this portion of the project will be completed but we have been unable to make contact with **. **** Once she reaches out to us to let us know the drywall has been completed, the final inspection can be scheduled, and this should resolve **. ***** concerns.
Alyssa P************
North Regional Customer Relations Department Manager
P. **************
F. **************
Horizon Services
307 Ruthar Dr. | Newark DE, 19711Initial Complaint
06/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
5/22/22 WM Henderson provided the service of replacing a part in our a/c unit. $620. It did not fix the problem, we called them 5/23/22 to come back out. A different tech came out and told us another part needed replacing and would cost $1100. And that he would get back to us with a quote. He also told us we should start thinking about getting a new unit and that he would get us quotes for that. After not hearing from them, we attempted multiple calls over the next 7 days in a heat wave without a/c to get answers. We had to leave messages and no one returned them. Tuesday 5/31 we asked to speak to a manager and left yet another message. Without hearing back and being without a/c with pets in our home, we called another a/c company to come out to look at our system. They tested our unit, and let us know the part Henderson replaced was not new, and was not functioning. They replaced the part for $290. A fraction of the cost. They also informed us that our unit was fine. It is working great now. The customer service manager from Henderson finally called us in which we explained what was found. They asked for an email of pictures and our receipt from the other company before issuing a refund. It has been another week and we still have not heard back about our refund for them giving us a broken part.Business response
07/11/2022
Good Morning,
This customer was refunded in Full on 6/15.
We did not nor do we ever use used parts. Everything is brand new on the trucks in boxes.
When our tech was on site the second day the compressor shut down due to overload. After taking readings of the motor tech stated we would call with pricing and availability since it was late at night.
My tech did not complete a follow up form for us to get back out there and communication from the call center seems to of been held up. That is why we decided to refund client due to are lack and error on follow through.
As for the dia and part I stand behind the techs we had onsite as they have been with us for years and I trust their diagnostic.
Thank you
ChrissyBusiness response
08/09/2022
Good Morning
This is scheduled for completion on 8/12 customer was aware of needing to return to complete work after inspections. While on site that day we tried scheduling but client had to much going on at that moment.
Pls let me know if there is anything else I can do to resolve this but Homeowner is aware of return and getting everything completed.
Thank you
Chrissy
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Customer Complaints Summary
7 total complaints in the last 3 years.
5 complaints closed in the last 12 months.