Wesley Wood Service Experts

Melanie A.

Called due to a broken A/C in the hottest day of the year. We had a guy come out who was very nice - but only after three hours did he tell us he didn't have the part to finish the job and to please pay the bill for the not fixed AC (company policy). We have now heard that the part will not be in for three days and of course cannot contact anyone else bc we had to pay a hefty bill for a partially completed job. We have a very small infant who is suffering and are at a complete loss... unhappy doesn't begin to describe how I feel about this situation. forgot to include that we had one of their service guys out in the Spring who told us we didn't need a filter and didn't even look at outside unit only to be told by the next guy that this likely wouldn't have happened if he just looked at the unit? Umm. Awesome.

Dianna V.

They have ""accidentally"" not entered in our appointment times, twice, and have ""overbooked"" a third time which resulted in having to schedule a reset appointment a month out. Not because we wanted them to come that late, but because they could not be bothered to fix their schedule for us.

I do not recommend this company at all.

Edit: I have taken away the second star because they have, once again, no call/no showed and we had to reschedule. We are paying customers and shouldn't have to be inconvenienced like this.

Don l.

Finally tech came out to service heater.i have service contract.Supposed to be no charge .Was sent bill.Called company and they apologized and said charge would be removed.Received second bill.Called again Again company apologized and said charge would be romoved.Now my ""overdue "" account was sent to a collection agency.Called Wesley Wood.Spoke with Rick,who said they would call back.Still waiting for return call4 hours .

T. B.

Last evening it was 18 degrees and our heater stopped working for the third time since a botched Wesley Wood service contract cleaning in December. We called for service at 4PM. The dispatcher never called back with the schedule time windows as promised. We called for status several times over a 7 hour period. We were told we were next on the schedule. At 11PM the call center informed us that they did not know what to tell us. They could not contact the technician and a manager would call us shortly. No one called. We cancelled the appointment and asked to have a manager in the morning. The customer service person said if he doesn't call you, can him. Again no one called. I would NOT recommend using them especially if this is how they treat service contract customers. We bundled up and called another company.

Philip W.

There has been a considerable decline in performance. I was a long time customer with service contracts on three properties for the past 10 years. This winter I was scheduled three times for a service call. For the first one, they called and informed me they would not be arriving as promised and rescheduled me for 3 weeks later at a time recommended by them. This time I received no call when they did not show up. I called them and they told me they were sorry and rescheduled me once again for a week from that date. As you can guess they never showed up and when I called, after now planning on being home on three separate occasions, they had no record of the appointment (which they had suggested). I have decided to find another contractor. I would have given no stars if I could have

William J.

Friendly but useless customer service / tech scheduling!

For the past 10 years i have had good, ontime, friendly, reliable inspection services and no service breakdowns.

This fall (2013) i tried scheduling my semi annual inspection and have had 3 cancelations thus far, spanning over the past 2 months. I have maintained my annual service contracts year over year, and have been rewarded with horrendous customer service in return. With each of the recent cancelled visits, it has been on the day of the scheduled event - wasting my time waiting the day away.

With this fresh experience, i can't recommend Wesley / Service Experts and won't.

Buyer beware.

Shelly K.

I would give 0 stars if possible. I'm not entirely sure how this company is still in business. We had a new and expensive, energy-efficient HVAC system installed 2.5 years ago and it still does not work properly, despite multiple visits from service techs. The service manager and GM promised to get involved, but I haven't heard a word from either of them. We had a maintenance appointment scheduled for tomorrow and just received a phone call asking us to reschedule because we are not considered an emergency, even though we paid for a service plan with this company and our system is not currently working properly.

I am considering contacting the BBB in hopes that perhaps that will get our system working properly. Please do yourself a favor and stay far, far away from this company.

elyse j.

if there was ZERO stars, i would put that! called on thursday morning with broken heater, told that a technician would come Friday between 8am and 10am and that they would call ahead of time. Nothing happened. I called at 10:!5 on Friday to be told that even though they had our information, we didn't have an appointment, that only contract holders were being serviced. The person blamed it on their call center.Still cold here.

Richard G.

I can not believe the horrible service I received from this company. On Friday the 19th at 4:00 p.m. I called and asked if I could have a specific part replaced. (A solenoid coil) I had found that this part was bad three weeks prior and replaced it, I wondered if it was defective. I asked not to have a diagnostic call but rather just have the part replaced if it didn't work I would still pay and trouble shoot from there. On Monday the 22nd the technician Anthony arrived, he did not have the part and insisted on the diagnostic. I'm pretty sure that while attempting to remove the bad part he accidentally broke a refridgerant line below the coil. The end result was that he confirmed to me that my coil was bad (I already knew this) and may or may not have broken the unit further. AT NO TIME DID HE OFFER ANY TYPE OF SOLUTION OR REMEDY OF WHAT TO DO TO FIX THE UNIT. After this meeting I figured I should look into the worse case scenario and consider buying a new unit so I set up an appointment on-line for a salesment to come out and meet with me. Wednesday morning I called and let the company know that I did not feel like I had been given any service or help. I received a return call from Marie. Marie was incredibly abrasive and argumentative, I felt like we were in a court room. First off she cancelled my appointment with the salesmen and never bothered to tell me so I wasted three hours of my day. She then proceeded to engage in nonsensical arguing and never once asked me what I wanted! I pointed out that all I wanted was for a technician to come out and try/see if the refridgerant line could be fixed, I have a new solenoid coil that I would put on myself. I said I would not pay for another service call but if the line could be fixed I would pay for parts and labor on the part that the previous technician broke. Marie said that she couldn't do this. Basically she wouldn't eat $99 to possibly get 7k (in the event I needed a new unit) AND EARN A CUSTOMER FOR LIFE. For a firm that advertises service and service programs you may want to learn the first rule of customer service, the customer is always right. Never at anytime did I feel valued as a potential client. My experience was so bad that I will be telling my friends, family and everyone in my professional network not to use Wesley Wood. My ticket number was 0218197

Gary C.

If I could give 0 stars I would. My AC unit broke on Thursday. I called for an appointment and was told it would be Friday from 12-2. Friday morning a dispatcher called me and said they needed to move it to 2-4. That was fine by me. Well, it is now 8:12 PM and I have been sitting here waiting for the technician for 6 hours and 12 minutes. My first call to the service was at 4:30 to find out the status of my repair. I was told the technician had one job ahead of me and it would be around an hour. I was also told the technician would call me. At 6:30, after hearing nothing, I called the service again and was put on hold as they tried to reach the technician. He didn't answer his phone and they told me to wait another hour. They also said they were leaving him a message. At 7:30, after hearing nothing, I again called the service again was put on hold and then was told the technician ""could not give me an estimate"" of when he would arrive. I asked to speak to a supervisor and was put on hold and then disconnected! I called back again and asked to speak to a supervisor. I again was put on hold and was told they tried to contact the technician and he didn't answer. I asked for a new appointment and was told it would be Monday. After I complained, they said I could be put on the overbook list for Saturday but there was no estimate they could give on arrival time. Putting all of this aside though, their quality is really questionable. I have full documentation for all of these, but just since September 2011, they have been here 10 times for various repairs. Plus I had to call an electrician twice. From three new ignitors, two new condensate pumps, two complete new control boards, a wire that the technician ""forgot to connect"", and various other things. They are the original contractors through my builder and my unit was put in in late 2004. I don't think these are usual and customary things. To top this all off, I am a ""plus agreement"" member, meaning I pay them extra, get regular maintenance service (not counted in 10 above), and still get treated like sh*t from the service team. This is an honest and unexaggerated review, with docmentation to support all of my repairs. I would stay far far away from them.