Chris Wilson Plumbing & Heating Repairs

Eduardo M.

Chronicles of why ZERO COMMS Customer Service is always a TERRIBLE Business Practice.


Our AC decided to play a little game and break down.
So we called Chris Wilson Air Conditioning, Heating & Plumbing.
We had used them before, and it was just a service, nothing worth mentioning other than they did say they will call and schedule service in 6 months when it was due again and it never happened. (Red flag perhaps?)

They scheduled me for Tuesday AM, we thought one night without AC, and the temps tonight will still dip to the high 70s, we can make do with the fan

Tech came and discovered the motor had seized.
Solution was an easy fix and will be done within the hour. Just need to change the motor and the capacitor after picking them up from the warehouse.
At this point, first expectations are set, and broken, he came back and after installing it and trying to get the fan blades back on discovered the motor he picked up had the wrong bearing size for the fan blades, the standard is let's say 1/2"" and mine was 5/8"" or the other way around. Mentioned he looked for other compatible blades, only had 24"" and 28"" and mine were 26"".
I'm no AC Tech, but I would think I would have checked that I had the right motor specs before even going somewhere to pick it up, but maybe that's just me.

Now Tech gives me his PROFESSIONAL recommendations:
1. I can order the right motor, it will be 2 days done on Thursday. But this is the best bet.
2. I can get a piece to make the fan fit, but I cannot recommend it because it can get loose, and break quickly. I can't stand behind it.

Groaned at the thought, it was Tuesday morning, we could handle it for 2 nights. We'll just buy a ton of fans.
Went with option 1, and begged the Tech to try and get it overnighted no matter the cost.
Response, no problem, I'll take the OG motor to make sure I have the right one this time, and call you to let you know if I could get it overnighted to come fix it tomorrow, otherwise Thursday.

Expectations set again. And broken again, no call at all on Tuesday, Wednesday OR THURSDAY. Noon comes and it's 100+ inside the house, even with 5 fans, now I'm very worried also for my pets. I call in, and notice that their Call# goes to an outsourced service, which is perfectly fine, but what made me notice it, was that even after giving all details of my case, address and all, the Call Rep had no clue as to anything regarding my service status, so she transferred me directly to the Tech.

His words, it hadn't arrived in the morning, but it was or should already be there, was going to go pick it up and call me once on the way.
Expectations yet again set and broken immediately, no call at all.
Nearing 4:30, and now in a panic mode because they close at 4:30 I now call and ask at least to get my OG motor back to start calling looking for alternatives.
Service Rep is obviously different and also completely blinded by the lack of records or info on the case that transfers me to what I guess is the manager or something in the company. And I'm just in awe at the contempt in the voice of the person when I was asking if I can get any info on the motor, when it was coming or what was going on after I explained all of the above, he even just laughed at me because I was expecting the motor to be delivered Thursday, since it was ordered on the East Coast time, and even though it was AM here, it was already afternoon there so the day wouldn't have counted.
As if I, the Customer, should be aware of how the shipping of your company works, as is natural.

I then asked if I could at least get a timeline, anything on what is going on, to what he again, full of contempt just answered, when you let me off the phone, I can look the information up and then call you.
Sure, let's do that. He called and said the part was to be delivered Friday, and that what they could so was loan us a portable AC unit.
No calls or any updates ALL DAY, Tech just rings at almost 4pm and just goes to work, and get's it all done almost without a word.

Before the end he just quietly says to my husband before leaving: It was a cheaper motor, I got a piece to make the blades fit on the different sized bearing, if you still want the original one, we'll have it in stock next week, in case you want to buy it to have it in stock if this motor breaks.

Chris Wilson Air Conditioning, Heating & Plumbing went with option 2 slyly, because they didn't get the motor on time, and would not have the business decency and professionalism to call and update us.
On top of that, they TOOK the original motor with them the whole time, and would not return it, which impeded us from getting any other company to even come and take a look to see if they had any alternative to the fix.
I'm left with 3 days of suffering which could have been avoided in the first place, and an AC fixed with a solution that I was recommended NOT to go with by the same Tech that implemented it, and will probably break like he said.

Buffy K.

Great customer service and quality work was recommended by another friend. Pricing point was reasonable. Will use them again and again. Thank
You!

Daniel F.

Great work, good price. On time. Fixed the problem. Will use again.
Nice to know we have good plumbers in the area.

Edward C.

Had my A/C Heater checked and filters changed! Our serviceman was great - Jose Duenas! He did the service and replaced a tube! Somehow we de/programed the thermostat this morning and he came back, went up to the attic, rechecked everything and programed it correctly at no charge! We have been using them for a few years and highly recommend them - especially Jose!

Joan V.

I had an underground gas line leak. After dealing with another company for quite some time with little progress, I decided to get a second opinion. Best decision ever! Chris Wilson Plumbing was a third of the cost! They were professional and honest and got the job done. Shout out to Devin for doing a great job!

Anna T.

Extremely expensive, I regret not getting multiple bids. We went with them because we saw their truck in our neighborhood a lot (not a good reason, I know). From researching it after the fact I realize I was greatly overcharged. And to make matters worse they didn't cover up any of my furniture and created a huge amount of dust which coated everything. I spent hours cleaning up after they left. I expected more professionalism, especially with how much they charged.

B N.

Plumbing emergency on Christmas Eve;
Called Chris Wilson and from the moment someone answered the call it was wonderful. The operator took my info and a description of the issue, then let me know the tech that would be calling.
Devon called and his cheerful manner helped to ease stress.
He was at the house very quick and let me know the issues. He got my info and sent an estimate ASAP - fantastic service.

Not exactly a good holiday surprise but
thanks Chris Wilson Plumbing
for making a bad situation easier.

Cathleen C.

I've called Chris Wilson Plumbing HVAC many times over the years for issues here at home. the guys come out when they say they will be here, repair or replace things and there is never an issue. I know the work is done right the first time!

Beth F.

If there was a 0 star option, I'd give this company that rating. In short, use anyone but Chris Wilson Plumbing. They came out to reroute my laundry room water line so I could install a sink. Unfortunately, the plumber did not weld the copper pipe correctly and it caused quite a bit of water damage which I didn't discover for a couple weeks because the sink cabinet was blocking the wall. They sent someone out 2 days after I discovered the leak (no same day service) and fixed the leak. I called and talked to the owner Vern and asked him to send someone out to repair the damage, but 2 weeks later after I heard nothing, I hired someone to fix the water damage. The damage cost me over $600 to repair and when I called and emailed to asked for reimbursement - I got no response.

This is not an honest business. There are plenty of other businesses to chose from. Anyone but Chris Wilson Plumbing.

Randy M.

We have recently had to deal with a slow leak in our master bath, the result of a poor wax seal on the toilet. We called Chris Wilson and they were out the next day first thing in the morning. Their serviceman Devin, was extremely knowledgeable, was able to explain how the leak occurred and did an excellent job of fixing it all. He was extremely careful, did not rush and yet completed the job in a very timely fashion. A very professional job overall and I would not hesitate to call Chris Wilson again anytime that I needed a plumbing repair. I highly recommend them!