Wesley Wood Service Experts

I started using  Service Experts when they were still Wesley Wood -- and
they were OK.  They've gone steadily downhill.  In 2013 alone:
1. I scheduled my spring maintenance 6 weeks in advance.  They called the
day before they were scheduled to come out and stated that they needed to reschedule for a month out.  They were
too busy with emergencies.  OK.
2.  They finally did the maintenance.
3.  PECO line went bad. After it was repaired, the heater came on and
couldn't be turned off.  It was July.  Service Experts came out and, instead of disconnecting the appropriate wires at the thermostat, the clipped the leads to the heat kit so short that (ultimately, I had to purchase a whole new heat kit (more on that later).
4.  Next, the AC went out.  Service Experts said that we needed a new circuit breaker.  We waited for that part, installed it, and still no AC.
5.  Now told that we needed a new relay.  In my opinion, that should have been ordered, just in case, when the breaker was ordered.  After multiple calls on multiple days to check on when the part would arrive, I was finally told it might be 7 to 10 additional days. 
6.  Heat wave.  We requested and were delivered a wall unit for our family room.  Alas, it they installed it incorrectly and the condensate ruined our rug.
7.  Finally, I called someone else.  They got the part in one day and installed it. They also showed me that the ultraviolet light for the humidifier had been broken and needed to be replaced; and showed me that no room was left on the heater kit to attach new lugs.  They also found that the original problem with the heat staying on was caused by a bad thermostat.  Service Experts told me that they didn't know what the problem was -- they would just disconnect the heater and figure it out in the fall.
8.  Like an idiot, I scheduled my fall maintenance (I had already paid for the contract). 
9.  The air conditioning went out again before the maintenance date.  I called for service.  I was told someone would be out that evening.  I stayed up until midnight.  Nobody called or showed up.  I got someone else to fix it and said good-bye to Service Experts.
10.  Service Experts then called the day before the fall maintenance appointment I had scheduled (and no longer needed) to state that they would need to reschedule -- too busy it seemed.  Unbelievable.
Prior to 2013, I purchased an entire system from them that needed expensive repairs within three years.  Also, a year after I purchased the system, I was told that I needed to purchase additional equipment at substantial cost in order to make it function properly.
If you are considering using Service Experts, stop considering it right now.  I repeat, don't use them.  They don't keep their appointments, they don't know what they're doing, off-hours calls go to a national call center that is nearly useless, they take forever to get parts, and they don't acknowledge their mistakes.

They called me mid August, I scheduled the appt. 4 weeks out on a Monday when I knew that I would be home.  On the Friday before the scheduled visit at approx. 4:30pm I receive a call from the scheduler letting me know that they need to reschedule the appt. (which mind you I booked almost 4 weeks in advance).  They told me the next available date/time they had was 1 week away... so much for Reservations!  I took the appt. the following week but on a different date.  They called me in the morning to tell me they had to move the appt. to the afternoon, again what about my reservation?  Eventually tech arrived, performed scheduled maint. tested systems, received a clean bill of health on the HVAC.  The temp outside was cool so we didn't use the AC for 2 weeks, we turned it on and the breaker tripped, I reset it, only to find that the AC wasn't working.  Called the company to send a tech the next day, scheduled for arrival in the morning, guess what they called in the morning that day to tell me the tech wouldn't arrive until the afternoon (go figure).  Tech arrives, inspects the unit, tells me the compressor is shot, oh and that it will probably cost about $3k to fix.  He then told me that a sales rep will be calling me to go over my options/pricing, etc.... still waiting on that call, guessing they have bigger projects to deal with than my $3,000+ project.
This company used to be good, they have gone horribly wrong.  Spoke to my neighbor as I saw a tech truck in their driveway.  They said the same thing happened with rescheduling the appts. to them.
Where or where is the customer service???

Technician showed up on time.  Performed service and also answered my questions about how to make it cooler on the second floor.

My AC unit was malfunctioning on Thursday and a couple of inches of water were in the metal pan below the unit. 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 because "a lot of the technicians had called out sick".  
At 4:30, after no one showed up or called, I called them.  I believe I got a local person and she put me on hold, and came back and said there was one job ahead of me.  She said it would be about an hour.
Two hours later at 6:30, after no one showed up or called, I called them again.  This time I believe I didn't speak with a local person.  I was put on hold as the person was going to try and reach the technician.  I was told he didn't answer his phone and they told me to wait another hour, maybe he was busy with a job. They also said they were leaving him another message.
At 7:30, after hearing nothing, I again called the service number, spoke to a different person, not local, again was put on hold while she tried to reach the technician, and then was told the technician "could not give me an estimate" of when he would arrive. I asked to speak to a supervisor, was put on hold, and then was disconnected after 5 minutes.  I called back again, got another different person, not local, and asked to speak to a supervisor. I again was put on hold, never allowed to speak to the supervisor, 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 sometime. After I said that that was unacceptable, they said I could be put on the "overbook" list for Saturday but there was no estimate they could give me on arrival time. I would have to wait all day again.
The technician did arrive at 8:30 PM, did some investiagtion, said all is fine, and said the leaking water may have been do to a freeze up but he wasn't certain.  Told me to keep an eye on it and call if any more issues.  He charged me $84.  I am disputing the charge.
Putting all of this aside though, their quality is really questionable.  I'd like to show you my exeprience with them since September 2011:
9/27/2011:  No AC.  Cleaned condensate pump.
10/22/2011:  No heat.  Had to order part.
10/26/2011:  Still no heat.  Replaced control board.  $800+
11/2/2011:  No heat again.  Replaced condensate pump.  (That I had cleaned 5 weeks earlier.) $325+
1/7/2012:  No heat again.  Replaced hot surface ignitor.  $105
10/31/2012:  No heat again.  Replaced ignitor again.
3/15/2013:  Found crack on contactor during routine maintenance.  Replaced contactor.  $225
3/27/2013:  No heat.  Replaced ignitor again.  Third time.
3/28/2013:  No heat one day after repair.  Replaced control board again.
4/10/2013:  No AC.  Tech who was here on 3/28 "forgot to connect a wire".
7/19/2013:  Leaking AC unit.  
Wesley Wood / Service Experts is the original contractor through my builder and my unit was put in in late 2004. I don't think these are usual and customary things. And if they want to say the unit is no good, they are the ones who sold me it and recommended the "upgrade".  To top this all off, I am and have been a "plus agreement" member, meaning I pay them extra for various alleged price benefits and get regular maintenance service.
The experience of yesterday and last night was the last straw.  I have been overly patient with these people.  I will find another company and urge you to do the same.

I have used this company for over 20 years, and they installed a new Heating and A/C system for me 6 years ago. My A/C is not cooling properly, and I called them early in the morning (8:00 AM) on 6/1/2013 to schedule a service technician to come and repair it. I was told that they were booked up for that day, but someone could come out the next morning. I was told that I would get a call early in the morning giving me a time window when I could expect the technician. When I did not receive a call by 10:30 on the promised day, I called them to find out the status. Today's rep told me that nobody will be out today, and probably not tomorrow either. He would not commit to a date when a technician would arrive, saying that they are all backed up.
I understand that they are busy in the midst of a heat wave, but it was totally unprofessional to promise me a technician when they could not even come close to delivering one. Had the original customer service representative told me that it would be several days before they could come out, I would have sought another repair service yesterday instead of wasting an entire day with false promises. I have spent in the neighborhood of $20,000 with this company in the past, but I am through with them now.

The newly installed Lennox System works well, runs smoothly and is pretty quiet. The sales person was very nice and convincing, explained the systems and differences well and made an acceptable offer. The installation did not go so well: The actual installation took more than 4 days instead of the promised 2 days, the AC was not running within 24 hours during the very hot August time although previously promised that it should be functional in the evening. The new AC system of the upper floor produced a high pitched noise when running on full speed and initally the company was not seeing that as an issue. Finally they sent an expert who fixed the problem. The pumps for the condensation water regurgitated water very noisily and it took several attempts to get this fixed. The rebates from Lennox and Peco as part of the contract due to the energy efficient system did not arrive in time, but only 8 months after the installation and again, it took us a lot of pushing to get this done. We know the company from their routine maintenance service which is always done professionally and well.

See my comments above.  For them it went well . . they made money.  I don't have my system working they way I would like.

The service was prompt, thorough and professional.

Our experience with Service Experts did not go well. 
We were going to be charged $976.00 for the installation of a part we did not need. We paid $99.00 for a a misdiagnosis and suffered through days of extreme heat for nothing.

See above.

My overall experience with them is good. Well installing those units are quite expensive.

They were very nice they were talkative and they did what you want them to do.

Questions about why the error occurred, or how some of the equipment worked seemed to be a complete mystery.  To their credit, this was a holiday, and the regular service department was closed, so the tech was dispatched from the national support group.  I was unsatisfied with his ability to answer questions about how the system worked, or how to adjust/tune the settings to get the performance I preferred.
   He called for help.  He performed various measurements and found that the compressor was drawing 4A instead of the expected 10A, but could not explain it.  He could not explain the problem found or fixed except as a software glitch.  He promised to have another technician visit and validate his work, but I got no follow up on whether that ever happened.
    I think I'm taking out extended warantee protection soon...

They don't do what they say they will. When I request a technician that I like, they don't send that technician out. I wouldn't recommend them to a friend because I don't think that they care. I voiced to them a complaint and received no response. For how expensive it is, I thought they would have more interest in pleasing me. I don't think it's good value for the money.

Overall, they are a great company. I never have any problems. They are very efficient. I like how they remind you and send an e-mail for the service. They are very professional!

They're responsive, professional, and knowledgeable. The job and the workers are always fine. They have 2 levels of contract and I don't think they discount enough. With the platinum level you don't get charged for anything but for the lower level I do get charged. In the last house we lived in I'm pretty sure that we paid the same amount but we didn't have to pay when they would come out.

They are prompt, courteous, and they stuck to their quoted price.

I have a plan with them and I don’t pay anything. I got a bill which I didn’t understand. The plan was really cheap before, but the price went up considerably. I think the company has grown. I don’t change unless I have problems with the company. So I haven’t had any problems. They come and do the work. My overall experience with them has been really good. I don’t have anything to compare their price to. The quality of their work has been excellent and I haven’t had any trouble. They have been very responsive. They always remember me. They hold on to the same employees and they send the same ones back. So you have the continuity. I would use their services in the future too.

tech was on time ,polite and courteous, professional and completed the work in a timely fashion.

the technician was thorough; did a good job explaining the system. there was a 3 week wait for the appointment, however.

They are professional, reliable and show up when they are supposed to. The quality of their work is good and I have been satisfied with their service.

I've used this company for a number of years and been generally happy with the professionalism and thoroughness of their technicians. Unfortunately, the technician I had for this past year's servicing didn't have a good communication style and left me feeling like the job he did wasn't as thorough since he didn't change the filters as they're suppose to do. (A week later my husband checked the filters, which were dirty, and had to change them.) The technician seemed too eager to convince me to replace my two systems, which are only 15 years old, than to try to extend the life of my current system. I will request a different technician than "Martin" next time.

With the outside temperature at about 27 degrees we were delighted to have a working heater for the night ... and were way too shocked (and worried) by the price. We are both retired and on fixed income. I called Wesley Wood the next day (Tues, Dec 9) to find out why the cost was so high. I left 2 messages with Tony, their Operations Manager. He did not call back. I talked to Brad (in billing, I think) and he confirmed the part description: White-Rodgers Universal 50E47-843 Non-Integrated HSI Ignition Module (from the White-Rodgers tech sheet). Then I did some internet research. I found out that this can be purchased by anyone at retail for as little as $92, as high as $150. Most prices were in the $105-115 plus shipping (about $10). That is about what we were charged in 2004 ($104). On the morning of Weds, Dec 10, I called Wesley Wood again and had to leave a message for another manager (Kathy H.). I did not get a return call. In the afternoon, I called again and was connected to manager Tony. I described just about all the detail that appears in this report and asked why the parts/labor charge was over 4 times higher than in 2004. He said that the current price is "flat rate" ... I couldn't get any more breakdown than that. I told him the previous price for the same emergency service and he said a mistake was made in reading the rates by Rich K (who has since left Wesley Wood for another company) and said something like "you got a good deal." I questioned why he suspected such a huge mistake by an experienced professional (and Rich K was good and courteous ... he also signed us up to extend our annual contract!). I got the same response from Tony. At that point I canceled our contract with Wesley Wood for 2009. It would have begun on Dec 10 ... I wanted to do it the day before the 2008 contract ended but couldn't because my messages were not answered by any managers! I told that to Tony and he agreed to refund the price I prepaid ... about $195. UPDATE 2/26/09: This issue has been resolved to my satisfaction. Within a reasonable amount of time, I received a check that adjusted the cost of the service call. During that period, I cancelled my annual maintenance contract with Wesley Wood and signed with another local service company (highly rated in Angie's List). The check that Wesley Wood sent to me also covered the reimbursement for the annual contract price. They were very courteous in doing so, and welcomed me back as a customer if I decided to return to them next year. It did take much effort to make this all happen ... including a contact with to their parent company, plus a complaint to the Better Business Bureau. Fortunately, much of this could be done via e-mail, but it was very time-consuming. I am retired and had the time to go through the frustrating process. I don't even want to think how long it would have taken if I was still working! All in all, it was worth it as it ended in friendly resolution and a monetary reimbursement.

Water overflow from a bathroom sink got into the heating and A/C vent. I called around to have someone check if the furnace was damaged from the water. It was a hot day and everyone seemed overbooked with service calls. A representative from this company called back later, said they can arrange a visit later that day. The technician arrived on time, checked the furnace, assured me everything was OK, and suggested I just turn the fan on to dry out the vents. Everyone I contacted from this company was helpful and courteous. I don't think they charged me for emergency service even though they arranged same day service.

These twin brothers are something else. They are some of the most respectful and kind hearted men we have ever used when doing any work around the house. They are extremely respectful of where they work and are very punctual.