ComplaintsforWilliam Lilly Heating & Cooling LLC

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 06/05/2024 we agreed to pay this company $7,100 for an entire HVAC system to be installed in our new home. They came the following Monday and started and had finished by late Thursday night. We paid them the remaining amount owed upon completion, but they called after dark so a thorough look for approval was not completed until the next day. When we found that they had leveled the pad for our heat pump outside with flat rocks which were found in our yard, causing the weight from the heat pump to not be distributed evenly and causing bowing in the middle of the pad. We contacted them the following business day and let them know we were unhappy that promised to come by the end of the week to level the ground and set it back up properly. They did not come. I contacted them again the following Monday and let them know we are angry that they did not come the previous week like we had been told, and he promised they would come by Wednesday. It is now been four weeks since it was put in, and three weeks since they were notified that we were not happy with them half doing the job we paid them to do, and I am not going to contact them again. *****

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 3-30-22 I hired William Lilly heating and cooling to install a a/c unit. They installed the evap coil in the attic where the furnace is. They failed to install a drain pan underneath the evap coil. 4 months after installation I noticed water in my floor underneath a doorway. I went upstairs to see where it was coming from and it was pouring out of the evap coil unit. I shut it off and called Mr. Lilly he came out and said the evap coil unit had fell down some and put more hvc tape on it. 3 days later it leaked again. Called him back and he put a level on it and it was not level. Water was not running towards the drain pipe. He said he would get some adjustable feet to put under it and relevel. He never called or came back to fix it. I called him for days and just get a excuse from him until he wouldn't answer my calls. Then I started noticing the walls was wet and had mold behind the drywall. Called my insurance company to file a claim to take care of the mold. ******* came in to tear out the mold. And I had to call another hvac company to redo the drain pipe and put a pan underneath the evap coil which costed me $750 plus $4000 for the a/c unit and $18000 estimated damages to my home. All because he did not install the unit right and would not come back and make it right. Bad business is what this is.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr. Lilly was called on Friday, Dec. 28, 2021 about icing up problem on an outside heat pump. He said put the unit on "emergency heat" until he got there. We later found out that he told us wrong. It was supposed to be on A/C and NOT emer. heat to melt the ice. After a blizzard and single digit temps., the outdoor heat pump unit had a lot of ice built up on it. Putting the unit on "emer. heat did not melt the ice. Before Mr. Lilly arrived several hours later, I had gotten most of the ice off with a water hose and warm water. Mr. Lilly arrived and said to put it on A/C!!! He came to the unit with only a cordless screwdriver in his hand. He took off the cover and said the defrost panel was "bad". He said a sensor was bad and also the motor was going bad. 3 parts he said were bad and all he had was a cordless screwdriver! You cannot determine that without a voltage meter. He said he had the parts ordered already after we had talked on the phone earlier and took the unit info. and when he was asked how much these parts were going to cost he said he didn't know and that he would call back later that day with the cost. He did not call back. Before he left. he wanted $120.00 and was given that much in cash--a $100 bill and a $20 bill. Never heard from him again. The home owner is handicapped and I told Mr. Lilly this. Shame on a business taking advantage of a handicapped man and his elderly father, who also lives at this residence. We do not want Mr. Lilly to come back with 3 un-needed parts. Since this incident, we have had another snow and ice storm and single digit temps. The unit is running just fine. All it needed was to get the ice off, which we did with a hose and warm water.

  Customer response

  02/15/2022

  This email is in response to 2 questions you needed more info. on. To answer the question asking if I am  resident of the home in question,the answer is Yes. I live there and have for several years. To answer the second question, the answer is I am engaged to the home owner's mother. 

  
  

  The home owner is ****** ******r. He is handicapped and I am writing this on his behalf. If you need to hear from him, fine. We can get him on the phone to talk to you. Please do not close this complaint. It has been 15 days since the company was here. Never called back or returned to the home. Left here with $120 saying that he would be back in about 4 days with parts to fix the unit. The unit is working fine after the ice got off of it. It did NOT need parts at all. It appears that he took the money knowing that he was not coming back.

  Thank you.

  Business response

  03/09/2022

  Mr Lilly has advised BBB that he did go out to check out the problem, charged the normal service fee.  He will not be refunding as he did make the service call. 

  Customer response

  03/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  A service call is when an honest business comes out and diagnosis a problem with intentions of fixing that problem. Mr. Lilly came to our home with intentions of making an easy buck with no intentions of coming back to fix anything, which is exactly what he did.. He lied to us and told us we needed THREE parts to fix our heating unit when he KNEW that it needed nothing. He was supposed to come back and fix the unit. However, after a few days went by, we found out that the unit worked fine and he had lied to us. Mr. Lilly left here telling us that he was going to order the parts and call back that evening to tell us the cost of the parts, which he never did. He knowingly ripped off 4 people here, including a handicapped man and a 70 year old elderly man. Two others that live here are 60 years old, so that is actually 3 elderly people here. Our next step will be to contact the attorney general's office and whomever licences this business. This complaint is not over. Thank you BBB for trying to help out.      

  
  Regards,

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

*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. ↩