Wilson Heating, Air & Plumbing

Chris M.

To whom it may concern. For eight years we have enjoyed a great relationship with Wilson. Two months ago our A/C unit finally crashed. We called Wilson and A-Star came to the house. Long story short, we purchased a brand-new complete heat and air system from A-Star. Last Friday our brand-new A/C quit because of a coil leak. The technician told us it would be Monday before he would know if they had a replacement part and A-Star charged us $150 for the after hours service call. Monday arrived only to find out the part had to be ordered. Now it is Thursday evening as I write this and we have been without air conditioning for almost a week. Numerous phone calls were made asking for a manager to call us back. No one has returned our calls. It is obvious to us that A-Star just doesn't care. We have filed a complaint with Trane. We are now posting on as many social media sites as we can. We have found numerous recent complaints about A-Star. Whatever deal that Wilson made with A-Star I hope it was worth it. Because evidently Wilson's customers are suffering as a result. Wilson's customer service used to be top-notch until A-Star came along. Does Wilson care anymore? Sincerely.

Sheri H.

No one wants to be the homeowner that has let things go too long and then find they are making a distress call, but that's my most recent exp with Wilson. A desperate text in the evening was sent and a call back within the hour was received from Nick. He listened to what I was describing and helped to halt my meltdown. Promised to get a tech out the next day and did exactly that. My AC is still on it's last lap but the summer was saved with professional and effective service. I will definitely do business with them again.

Scott W.

Wilson did make right by me after BBB sent a letter for litigation. The owner called and paid me back for my out of pocket cost and the litigation fee. After talking w/ him, it sounds like management acted on their own and he wasn't aware of my issue.

Review O.

* ILLEGAL PRACTICES- Did not pull a permit on the original system install or for the replacement of the evaporator coil which is legally required, by law, in my city. By not pulling a permit, their work does not have to be inspected, or looked at by anyone else.

*LOW QUALITY OF WORK - Sloppy, shoddy work. Due to such a poor install of the evaporator coil which was replaced by A-Star/Wilson, the tape they used to hold it all together started to come apart after only 4 months. Gaping holes allowed large leaks and we had the highest electric bills ever, even after being in the house 15+ years. When pictures were shown to a city inspector after we went with a different company, even he said it was "really sloppy work" and "probably didn't want anyone looking at it" - hence no permit.

* WILL NOT HONOR 10-YEAR WARRANTY - would not honor warranty promised when original system was purchased.

*DID NOT REGISTER EQUIPMENT and did not inform us that we could do it ourselves. We didn't even know HVAC equipment should be registered. Because of this, the extended manufacturer warranty was voided and all we had was the 10-year "in-house" warranty that they would not honor.

*REPLACEMENT EVAPORATOR COIL WAS TOO SMALL - Although technically this is legal, after doing some research, realize that this is a cheap, sub-par solution. Because the cabinets were 21" and the coil they replaced it with was 17", there should be a smooth transition between the two - like a sloped or funnel shaped piece to efficiently direct the air over the coils. This is not what they did. Instead, the 17" coil went right up against the 21" cabinet which created a hard right angle. The air doesn't flow properly as there is now turbulence in the unit. Between the turbulence and the "pinching" down of the air in the middle of the unit due to the smaller size, it is not efficient at all. It puts more pressure on the system because it has to work harder. Why didn't they just get the right sized coil? I'm guessing that the 17" coil was already on the truck, and they just threw it on my system. That's better for them, but not for my system.

*TERRIBLE CUSTOMER SERVICE - When the unhappy customer confronted Mr. Wilson about the above issues, like a light switch he became extremely rude, defensive, and belligerent. Had nothing to add about above issues other than the 17" coil doesn't make a difference. Tried to turn the whole situation back on the customer. Accused me of "always being mad", "every time I call", which is an absolute lie. And, "Maybe you leave doors and windows open". I don't. Their solution for my system not cooling was to start replacing parts, that I have pay for of course because they won't honor their own warranty. The next repair they wanted to do was almost $600 and they weren't sure if it would even work.

*EDUCATE YOURSELF - Do not use A-Star/Wilson Group. Find an ethical company who will pull a permit and aren't afraid to have someone else look at their work. Make sure they will register the equipment or tell you how to do it. A lot of manufacturers have a 10-year warranty if the products are registered. Understand any labor warranty from the company. Do not make a rushed decision. Stay somewhere else for a couple of nights if you have to so you can make an informed decision. Companies such as A-Star/Wilson take advantage of you if they think you're desperate.

S. R.

RUN! This company is the worst. I purchased a brand new AC unit in 2009 which included a 10 year warranty. However, there is consistent problems with the unit. I've required numerous service calls each year and there's always a loop hole in why something is NOT covered under the warranty. I agree with another review that it seems as if they're trying to rip you off. I seriously regret selecting this company for their services. Don't waste your time, money and effort with them.

M M.

Horrible company. Needed warranty work done on a 2 year old heat pump unit. They want $650. Yikes, we have a 10 year warranty. They told my husband they have a flat $650 fee for warranty work. It is a bad unit this company sold us. Stay away from this company. I think it was sold to crooks because we didn't have problems in prior dealings.

Robert K.

Organization installed A/C coil incorrectly and may have caused premature failure. They did not register extended warranty as they indicated they did. The owner will not talk to women and refused to come back after service attempt failed to make proper repairs. Buyer Beware of this company. Better Business Bureau has also been notified. Class action lawsuit anyone?

Katharine O.

Horrible customer service, or I should assume since they never showed up. It wasn't until the third phone call that they fessed up that the previous owner of our home stiffed them. Not my fault. They should have filed a lein like a reputable company would do. If you don't want to do business with a customer, then tell them at the beginning, not after we stayed home ALL day!

Chip E.

I had a tankless water heater installed June 2016. Tyrone came over gave me an estimate and ultimately did the work. Nice guy easy to work with and decent installation. That's the positive.

On the original scheduled installation date, they canceled on me at 10 AM. Said the item was not at the warehouse. Doesn't anyone check inventory?

On the rescheduled installation day, waterheater went in fine. However the electrician who arrived evidently didn't want to do the work that day. Said he needed parts but when I pressed him, he never gave me a clear answer. I can tell you I have some experience in this area and the parts are basic electrical items that any electrician should have on his truck or could purchase at Home Depot 3 miles from my house. I.e., not specific to the equipment being installed.
So I took off a third day from work to let the electrician back to do his work. I confronted him again about why he claimed he needed parts and couldn't get them from local source and he still didn't answer my question.

I have requested at least on two separate occasions to speak with the manager or owner of this business. I would hope the owner would want to know how inefficient his business is running. Never received a phone call. I would not recommend them.

Lori L.

The WORST CUSTOMER SERVICE EXPERIENCE EVER!!!! Run away from this rude unprofessional high priced company and get your work done elsewhere. I have been trying to speak with a manager for over two weeks now and they are always on a "service" call, a "vendor" call, or out of the office and are going to call me right back. I've never heard from them!