WM Henderson

Lisa M.

Showed up and wanted over $700 for shut off values! They knew we had no water and took advantage of that. Then proceeded to tell replace all copper pipes! They are a rip off. Do Not Hire!, Rip off! They take advantage of people.

Garrett D.

My furnace broke (8 years old) but had two years left in the parts warranty. They convinced me to buy a new one. Since then it has broken twice a winter - now on the 3rd winter. Basically every time them temperatures go into the 20s it breaks and we are stuck freezing - one time for 4 days in freezing temps we had no heat. I've had to have them come at least six times to keep working on it. They do not seem capable of solving and either sold me a lemon or don't know how to install furnaces properly.

Ron K.

I called them about my leaking outside spigot on Monday and it was fixed Tuesday morning. They had to cut a whole in my wall and add a shut off valve in very tight quarters. The put a cover on it so it looks nice. They were pricey but I'm happy the work is done.

Jeff G.

0 stars if I was able to. WM Henderson was hired by the seller of the home I purchased to service the furnace. They completed the service at the end of October issuing a report that the 30 year-old furnace was fully serviced and in working order. Upon running the furnace for the first time after their service we were not getting heat to the 2nd floor radiators. Having worked closely with a plumber in the past I knew I likely just had to bleed the radiators. I checked the T&P boiler gauge first to see if adequate pressure was being applied. The gauge was reading close to 0 which led me to believe I need to add water to the system. Upon doing so a little bit at a time the expansion tank sprung a leak almost within minutes.

At this time, I delineated that the culprit must have been a faulty T&P boiler gauge because there was no change on the gauge throughout this process of adding water and springing the leak. I called WM Henderson to come out as they were the ones to sign off on a fully functioning furnace. I told the dispatcher I had water spraying out of my expansion tank which was all a domino effect from having a faulty T&P gauge despite the system just having been inspected. The dispatcher agreed that invoice for the initial service made no mention of a T&P reading even been taken at the time of the service so he had no problem waving what would have been a $95 service call.

The technician, Brandon, showed up (in a timely manner) but was extremely rude and dismissive. I had turned the emergency switch off to the furnace (due to the leak) which he immediately switched back on and said ""it's wasn't working because the switch was off"". Clearly the issue I was having hadn't been communicated properly between the dispatcher and the technician otherwise he would have known not to restart the system. Once he recognized what had happened he told me that he didn't have an expansion tank or a T&P gauge with him so he couldn't fix it but he would write up a work order. I mentioned to him that I would be seeking WM Henderson to cover the cost of the repairs as it was them that failed to notate a faulty T&P gauge. His response was ""we never notated those faulty gauges because they are always faulty on furnaces this old.""

I followed up with the office on Monday morning. I gave the administrative assistant a recount of these events and she said that the call was recorded and that her service manager would review it in a few hours.

Eric, the service manager, responded in a timely manner and heard the same recount of events. He acknowledged and took ownership that the technician, Joe, who performed the initial service had likely made an oversight in reporting the faulty T&P gauge. I also told him what Brandon had told me about technicians not notating these kind of issues and Eric responded by saying that he would speak to Brandon about that because that is not acceptable by company standards.

At this point I believe that Eric and I are on the same page about WM Henderson covering the repairs due to this series of missteps by their employees...but I was very wrong.

He said despite all of that WM Henderson was not taking responsibility for repairing the furnace at no cost. He said he was happy to refund the seller what they paid for the service because it was not completed to satisfaction but that was as far as he would go. $59 refund to a person that no longer owns the property and is not at all effected. Instead he was insistent that I should pay $494 for the expansion tank replacement, $371 for the T&P boiler gauge replacement, and & $530 to drain and refill the system. None of these invoices listed out the cost for the parts & labor. Just one line item for the job.

Supply houses sell the expansion tank I need for $30 - $45. This means the labor they would like to charge is over $400. And if you do a simple internet search on replacing an expansion tank or just look at the tank itself you will see that this price for labor is astronomically expensive. Would likely take a 'skilled HVAC technician' as Eric described them, a half hour at the most.

Supply houses sell a T&P boiler gauge for $10 - $21. This means the labor they charge is over $300.

The system is already drained due to the 10 gallons of water I removed in buckets because of the leak, but they want to charge $530 to drain and refill the system.

I ended up telling Eric that I felt that the owner of the company would be very disappointed if he knew how his service department was representing him and that I'd really like to hear from him on the matter. Eric told me that he'd leave the paperwork on his desk but it was unlikely that the owner would return my call.

Overall, and to say the least, WM Henderson should be ashamed. Through their actions (or lack thereof) they have accepted that if their technicians do not fulfill their duties it will be, not only tolerated, but defended and accepted. Please seek other options at all costs.

Nora C.

I requested someone to do maintenance on the boiler because the radiators were barely warm on the first floor and cold on the 2nd and 3rd floor. Someone came out and found the water pressure was low, so he did not do the maintenance. He was very pleasant and showed me the lever to open to add water to the system but he did not do it himself. I asked about their maintenance program and gave him my credit card. He left and as soon as I added water the pressure went high and flooded the basement. He did not do any maintenance because there was a leak that had to be fixed first. I got another company to come out who realized immediately that there was a pipe broken that supplied water to the boiler. I emailed Henderson the next morning and told them to cancel the maintenance agreement. They refused. I insisted and they said they would send me a check for half the amount. They should have refunded the entire amount or just not processed my credit card. Their response? We do not refund maintenance agreements. I was not told that nor was I provided with any terms. My experience with Henderson was apparently not uncommon judging from other interviews.

Let the buyer beware!

Jeff V.

Called because heater wouldn't ignite. I had spark and thought it may be a nozzle or filter. Guy came and looked and said nozzle was clogged and would give me a price on replacing and changing filter. Came back with price of $473 for a nozzle and filter which was ridiculous but I needed it fixed so I agreed. He does the work and then tells me there is water in my tank so the heater still wont work and that he tried to drain some off but no luck so I need to have my tank drained and refilled with oil and they don't do that so leaves with it not working. I go down and prime it about 4 times and got all the water out myself. Complete rip off, will never use again.

Nora K.

DO NOT use this company they are totally overpriced and will over charge you by at least 3 times the competitive rate for plumbing. Dummy me signed the estimate for a kitchen faucet replacement that took 35 minutes $862 later, mind you with my $65 applicable service fee.Called into the CS department after getting my invoice that was not itemized with the charges for the faucet and labor. Lindsay the CS manager refused to provide me with me the breakdown, told me it's a flat rate. GREAT!!! WHAT'S the flat rate?? Basically told me whatever the tech feels like charging . How is this legal let alone ethical. She applied the $50 coupon as that seems to be their solution for every complaint and removed my service agreement after she engaged with a battle of ""he said she said"" over being referred and the costs. Totally unprofessional! The end result- still no itemized invoice. I have never in my life received any receipt that did not include itemized charges. Totally UNETHICAL . I had to file a complaint with the Better Business Bureau in order to get my charges investigate. NEVER AGAIN.

Bill R.

Professional staff and responsive management. Service is prompt. Only complaint I have is pricing on parts.

Kathy R.

I have an annual contract for heater and air conditioner. I had an appointment scheduled for the heater maintenance today and they called to cancel. The same thing happened in the summer with my appointment for air conditioner maintenance. They do not seem to care about their customers time. Needless to say I will not be renewing my contract.

Taylor K.

Their service was grossly overpriced. For unclogging a drain and replacing a pop up stopper, they quoted me at triple what another plumbing company offered. They ask you to pay 65 dollars even if you decline the high priced repairs, just for showing up at your door. They also called me asking for the $65 when they hadn't yet returned my $200 deposit on the repair that I declined. I did get my deposit back, but I'm still out the $65 for having them them to walk into my house and give me an overpriced estimate.