I purchased a propane furnace from Wilson's the propane furnace work great for a few years. Then it started eating propane like crazy I asked them to come and check the propane tank because I thought maybe it was leaking it was so bad. They kept delivering my propane late and I kept running out. they fixed the furnace once but it still was the same so. I stopped using Wilson and went to another provider .my furnace broke one night in the middle of the winter and I called Wilson's to come and fix it because they sold it to me they refused to fix my furnace because I no longer purchased their propane. I find that very disturbing propane is propane no matter where you get it from. they still refuse to fix my furnace so I had the phone all over the City to find someone to fix my furnace. if I were you I would never buy a product from them because if you don't buy their propane they will refuse to fix it. Or get it in writing that they'll fix it even if you use another provider for their propane. I have never been more disgusted in my life with their service than any other company I have ever dealt with. they were rude on the phone and insulting to me .as far as I'm concerned they sold me a furnace that they installed and they never followed up with their service promises. they promised I would never have an issue with the furnace and they would always fix it, so basically they ripped me off
Gordon
September 2024 I requested a quote to have our fans on our heat pump fixed. I was told a tech would need to come take a look. I was confused because we knew the issue and just wanted to know the cost of parts & service.
On September 16, 2024 a tech from Wilsons arrived, was in the house for less than 5 minutes, confirmed we needed new fans. It was something that easily could have been done on FaceTime.
Fast forward a month (life got busy) and I realized I never heard back from Wilsons with a quote. I called and a lady on the phone told me it was sent the day after the tech came out. I explained again that I never received anything. I never received anything & never heard from them again. I chose not pursue any further. They said I received the quote and opened it according to their records, I do not have it in my inbox, nor did I ever open a quote.
Fast forward again to February 11, 2025 & I got a bill in the mail, the bill was dated November 18, 2024, the letterhead was dated February 3. The bill was for $247.25 for a “minimum service charge” (this is the first ever bill or invoice I’ve received). I called Wilson’s at the # and extension provided on the bill and left a message.
February 12, I spoke with someone from customer care and was told the management team would look over my case and get back to me with a decision.
February 17, I receive another bill in the mail, bill dated November 18, letterhead dated February 4, this time the bill had a late fee attached. I guess in those 24 hours since they send the first bill, they expected Canada Post to deliver the letter, and myself to have paid the bill?
February 25, customer care got back to me. They didn’t leave me much of a choice but to pay the full bill. Terrible customer service, waiting 5 months to send a bill, sending a 2nd one the following day, taking two weeks to get back to me about the issues with the bill. They said the bills and quotes were late, but offered no discount and said their service charge was met when the tech came in and confirmed we needed a fan. They did offer to reverse the late penalty which they seemed to think was a favour.
In 2023 we had a Lennox Heat Pump installed through the Greener Homes Initiative.
It started really well and it appeared that Wilson's was the only company to do a Manual J Calculation to right size our system.
However, everything since the install day (October 5-6 2023) has been a nightmare.
It was not articulated to us that we would need to run new electrical wire in order to complete the installation. The electrician sent from 1st Electric came hours after the initial crew came, and drilled upwards of 11 holes through my entire basement to run the wire. A drywaller who came to repair this would comment on how bad the electrician messed the place up.
The installation was done incorrectly, as my state-of-the-art Lennox Inverter system was not configured for staging, so it operated the same as the 12 year old single stage system we were removing.
The install team seemed to just operate on rails and did not think for themselves, removing an existing thermostat wire to pull a wire with fewer connectors...
The problems continued, as following the installation, I kept getting condensate leaks, as their installation messed up the existing condensation draining from my Heat Pump Hot Water Heater. After several service calls, they finally installed an electric pump to isolate the condensate from the Lennox, and pump it outside.
Fast forward to the winter, and I notice that aux heat is on all the time. I called in to inquire why this would be, as this new system is supposed to fine to at least -20C before electric heat would need to kick in.
The technician who came (Nick, Feb 9 2024) advised that the inverter board needed replacement, and that he suggested my S40 thermostat be replaced as well, due to slowness and other errors he saw on it.
My friend, who has the exact same system, installed at a similar time, with the exact same problems had another technician (Alex) diagnose his system with the same problem.
Some weeks later, when the parts arrived, a new technician arrived to install it (Scott, March 1 2024). This technician indicated that the board was likely not defective, and there is a setting that "fixes this exact problem". Evidently this was a "Heating Factor" setting which is often set too high, causing the over-current issues. I asked why this would be installed this way, and I could not get a straight answer. In the end, the technician changed the setting and left without replacing any hardware.
A few weeks later, I notice my aux heat is still engaging, and I'm still riddled with notifications on the system of failures. I engage support again, and they send a new technician (Chris, March 20) to come replace the board, but he does not replace the thermostat.
Today, March 26th 2024 - I receive an alert email from Lennox indicating my system has lost connection to the Heat Pump, since 5am this morning, and is running on aux heat since. On my thermostat I have multiple errors and notifications, and "Service Urgent" alerts.
The Lennox SL25XPV-036 | CBA38MV-036 system we had installed so far is not impressing us. Our power bills have been insane, and far exceed the bills we had when we had less insulation and our 12 year old Single Stage Goodman heat pump. It appears, through the words of the technicians who have been here, that the installation was absolutely botched with settings not being correct, and none of the technicians seem to even agree with eachother on what the problems are. For months this system has not run properly, and 20k later, we see nothing but problems.
I would absolutely NOT recommend Lennox or Wilsons as a service provider based on our experience. My issues were evidently escalted to management, and the installation team engaged, but I have yet to hear any real explanations or solutions.
Avoid. Purchased three Lennox mini split units from this company, spent over $10,000 in total. Two were purchased ten years ago and have worked beautifully. Zero problems. I maintained them myself. The third was purchased in 2018 and three months after it was installed it shut down, with a small puff of smoke. There were delays and difficulties in communication, no response to emails, eventually the head was replaced after I went in personally to complain to the salesman who sold me the unit. New unit worked fine for several years. Started shutting down over a year ago. First visit was cancelled because my yard was too icy. Second visit was told there was a leak and it needed to be recharged and I was billed full price for this. Unit worked for several weeks, shut down again. There began a legacy and a parade of different repair people, waiting weeks for parts including valves and control boards that went on for the entire winter and in to the summer. Unit would work for a while and break down again. Unit still does not work properly. I contacted another company who inspected it. It was very low again on refrigerant and was recharged again (did not have to pay for this as the new company told me it was still under warranty) was also told the fan is now shot and will need to be replaced. Now unit flashes p4 compressor code, it puts out very little heat, so that is likely going. Lennox refuses to replace the unit. I paid half the bill, stopped paying money when I realized there was something seriously wrong with the relatively new system and I felt the charge was unfair due to it still being under warranty. Could never get proper communication on repairs and what I was paying for and what I wasn’t paying for. Luckily I wasn’t charged for another repair or service call. But very poor communication as repair people say ask the office to determine if you’re going to be charged, and the office doesn’t respond, you don’t know until you get a bill or don’t get a bill. Was told the warranty wouldn’t be honoured because I didn’t pay for their $200 yearly maintenance service (nothing in manufacture’s warranty says this is required). And I get calls threatening to put me in collections for the remaining $400 they say I owe, after a year of crappy service and no reliable heat in my basement unless I turn on the baseboard. People want to sell me a new unit. I’m still paying for the old one which is still under warranty!! Very disappointing. Never again.
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