Wesley Wood Service Experts

I have a service contract with this company and for that, they do a an HVAC system examination 2x/​year. Years ago they’d send inexperienced techs out and we dealt with them forgetting to turn the system back on, setting everything to A/​C in the winter so the heat didn’t turn on, necessitating a 1am service call where the repair guy realized the tech made an error and didn’t charge us for the call. I completely gave up on them for years but our system is now 11 years old and having problems every season so I signed up for their service plan again (when we bought the house, new, they installed the HVAC). Our A/​C stopped working last night, I called for service, got a 4−6pm appointment time. It’s 8pm and they’re a no-​show and I haven’t heard a thing from Wesley Wood. I called their number, held for 15 minutes while the operator «looked into the issue» then was disconnected. I called back 2 more times, each time waiting 10 minutes in addition to leaving a VM. This company is terrible and I would never trust them to replace my HVAC or do an intensive repair.
Additional info.: Steve, a tech from WW called me around 8:30pm and offered to come out at 10:30pm. I told him I’d call the office the next day to schedule service during regular hours. I called the next morning (why did I have to call them? Why didn’t they call me to explain the no show, respond to my VM and get me on the schedule?) The operator said, «Let me see if we can squeeze you in.» «Squeeze me in?! The operator was clueless. HOWEVER, things got better when Steve showed up. He was very professional, pleasant and fixed our AC within an hour of arrival. Steve was fantastic and made me reconsider my initial review.

Regarding contacting customer service to express our concerns, we have done that several times. We asked to have our system removed/​replaced at least 3 different times to Gary because of the problems. Gary does not return our calls in a timely manner. Today he was supposed to have a Lennox Rep come to our house to determine if the unit was defective or not. Try calling him several times yesterday for get a time that they would arrived, not return call. Gary finally called this morning stating that one of his techs would be out to check out the unit again, and not a Lennox Rep, which is not want we agreed a pond or requested. Gary stated that want the Lennox Rep requested, in which we stated that’s not want we agreed a pond, he stated that the Lennox Rep would call us. Which were still waiting on a call? We have contacted Lennox Corp office and they are currently looking in to it. BTW when this unit was installed they didn’t even use a new air filter in the handling unit nor leave it with us. They used the Trane’s air Filter; the more we look back the more that wasn’t completed correctly. On one phone conversion Gary tried to lie to us about another brand called Goodman and stated they were out of business, which they are not, in fact they are used in a lot of new construction, plus were in the trucking industry in which we pick up from Goodman warehouse. The fact that he either lied or didn’t have the correct information and tried to misinform us is a whole other problem. Fact is we paid $ 10K for a top of the line brand so to speak, and he has had nothing but problems. The unit has thrown 20 different codes, and every time your tech come out they state «think we have fixed the problems» but no one seems to know what the problem is. We paid $ 7500.00 for the Trane and had all the duck work installed, put all the lines ran. With this unit, you did not replace any lines nor did piping, or electric on this install, instead reuse all the current ones. We agreed to have anything/​everything replaced in the agreed a pond price. They had to re-​run the electrical we where told that wasn’t included, that’s they were doing this as a favor, excuse me, that was paid for it’s not our fault you don’t have 3 techs that completed the job correctly. We have taken several days off work to get this resolved, lost thousand in electric bills and hours on the phone.
Hmmm… Where to start, lets start with install day the crew that showed up were dressed casual not logo shirts or marking. They seemed like a sub contractor vs. what we pay for, BTW we plan to keep our old unit and scrap it but they took it. They didn’t act like they new what they were doing come to find out I was correct. They reused the current pipe lines and electric hooks up, but new ones were included in the price but never reimbursed for not replacing them. Go up in the attic to check out the unit and find a air leak from tape not being taped properly. I fixed it with ac tape we had no biggy. During the summer though never really cooled down, had to run another ac unit in the basement to keep that room cool. When spoke with them they stated while your units in the attic and the basement probably will not get cool.
Now I live in a townhouse not a mansion, this unit is bigger then our Trane unit which we didn’t have any problems with till they came to fix it and told us it would cost 6K and a new one would cost 10k top of the line, 10 year warranty a care package.
Then there was winter had $ 600 electric bills, called then out several times for connection loss. The unit was throwing codes, and when checked was from day 1! After about 4 times they decided to rewire the connection from the outside unit to the inside unit.
Only one tech went out of the way and checked the complete unit and found the connection issues. Vs. stating Auxiliary should run all the time from one tech and no it shouldn’t. One tech was called out because the outdoor unit was making noise and he stated it was just screws loose. First off how did the screws come lose already when the unit is not even a year old, next IT STILL MAKES THE SAME NOISE!!! I believe they just are lazy and try to do a quick fix and run. Last straw was coming home to a hot house and when they finally showed up stated A drop of water shut the system down. Then they tell me I should update my attic insulation, that will fix my loss of energy problem. NEWS FLASH the Trane could keep up and had the inside temperature at 68 degree for the Siberian…
Called today to get the unit replaced or taken out of my house and loan canceled still not a call back!!!
They do not stand behind there techs or products!!! Once the unit is out, even if it ends up on there steps, then it is time for a professional company to install and stand behind their product!!!

After many years using this company I am done. I waited all day for a heating technician to show up for a long-​scheduled appointment only to be informed that he was too busy to come. They wanted to book many weeks later — on Christmas Eve. Also had extremely unpleasant experience with their plumbing service. First plumber botched the job, second guy who came to fix it let loose a loud string of expletives — very unprofessional and a little scary.

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.

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.

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.

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.

I tried really hard to like this company. They had originally designed our heating and cooling system when it was new construction, so I figured they might have an edge in servicing it. The service person, while nice, misdiagnosed the conditions (later addressed correctly by someone else) and left tools/​parts at our home after he left. I called the service number and left multiple messages for the Service Manager to call me. Nothing. No call, no response at all. So when they sent me a renewal for annual service, I said «no way.» Service Experts? I think not. Nice is nice, but knowing how to fix your system is the requirement.

Please do not go to this heating and air conditioning business. I am remote and have four rentals in West Chester, PA. Called them to setup service agreements on each of the houses. They over charged me and then when I talked to the Service Manager to get my refund, he never emailed me back on getting the other house service agreements completed. Very disappointed and definitely not satisfied. I will let you know that this has been over one month now and the Service Manager has not called me back to resolve the issue with the first house that they put a service agreement on.

I’LL NEVER USE WESLEY WOOD AGAIN!!! The thermostat dial broke off my heater at the end of November. I had a technician come out the first week of December, named Dan, who charged me $ 90 to tell me that he needed to order a new dial and that he’d let me know when it came in in about a week. 3 weeks after that I had not heard a word about it, and received a random customer service call to see how I’d liked the service. I explained to the agent that I had not in fact received full service, and explained to her that apparently there had been a part ordered, and had not heard a word since. She called the WC office and spoke with Amanda, who told her she’d be calling me back «shortly» with an update – I never received a call from her, either. Today, I tried once again to contact them, and got in touch with Jeff at the call center, who spoke with Ron at the WC office, who told Jeff he’d look into it and call me in an hour. 1 ½ hours later with no word, I contacted the call center AGAIN, and spoke with Carissa, who tried AGAIN to get in touch with someone at the WC office – the man did not give her his name, but then hung up on her. Carissa then finally patched me through to Amanda who basically apologized for things «falling through the cracks» and told me she’d reimburse my technician fee – in 3 – 4 weeks!
I’m super fed up with this inexcusable service, and will not use them for anything ever again. I hope they lose customers because of this horrible display of business services.
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