Wesley Wood Service Experts

Russ came out within days of my call and thoroughly inspected and tested the system and found the the motor was far from working 100%, even shutting down from time to time during testing. After explaining everything we needed we contracted for them to replace the motor and capacitor. John followed up a week later for the installation of the new motor and now everything is working as new! I also appreciate, even though a new home to us, that they recognized my long time history with them and passed along the maintenance plan pricing for this job. I have renewed my plan on the new home. Well done Russ, John, and Wesley Wood! As a decades long customer of WW, I trust and recommend them for all HVAC needs.

Two technicians were sent, one was shadowing the other. Both professional, efficient and knowledgeable.

They quoted over $18,000 for two systems which was more than $5,000 over the nearest competitors Clearly they don't wan't the business

I used a half day of vacation time to be home for the scheduled service call of 2pm - 4pm, the plumber showed up at 7:15pm. Who is going to start a job that will take a couple hours that late in the day? I wasn’t happy, but he was here and I wanted to get the leak fixed. He examined the kitchen ceiling and then the upstairs bathroom and found no obvious source of the leak. When we returned to the kitchen I expected him to tell me how he was going to begin. Instead, he shocked me when he announced that he could not help me because he is NOT A PLUMBER, he is a HVAC technician! Why did the Wesley Wood dispatcher send a HVAC repairman to fix a leak coming from my ceiling? He told me it is not the first time the dispatcher sent him to a plumbing job. If that is the case, why is she still working there? A relative? I wasted 4 hours of vacation time and still have the leak. He asked me if I wanted to be put on the schedule for tomorrow, I said no thanks. I want a company that will show up on time and send the right person for the job. Check all of their bad reviews on Yelp, Google, etc.

Sean came to repair some incomplete work done by another service provider. He was very nice and went the extra mile.

I've been a customer of Wesley Wood Service Experts for seven years, since they installed our heat pump after we moved in in 2009. It has been a mixed bag. While service has been marginally acceptable overall, I have had to schedule numerous unnecessary service calls because of an unwillingness on the part of their technicians to listen to my observations about the problems we have had. Our unit broke down due to a faulty motherboard within a year of installation, and while all repair was covered under warranty it took more than a month in the dead of August to identify the problem and replace the circuitry. I was understanding at the time, the defect being the fault of the manufacturer, not the installer, but after a few years under a service agreement with the company a pattern of lazy service began to emerge that I have ultimately decided is unacceptable. Fortunately we have not had another similarly catastrophic event, but a series of minor issues have given me a cumulative headache. I can sum up my biggest complaint with Wesley Wood as follows: if you get one of the few old greybeard technicians they have on staff, you'll be fine. These gentlemen might be a bit gruff, but they listen to you and have the tribal knowledge necessary to fix whatever is ailing your system. They will get you back in working condition no matter how long it takes. But if you get a young fellow, it's a crapshoot. Much of the time they are not interested in your observations or opinions about the function of your system, make up their minds about what is wrong within minutes of arriving despite stated evidence to the contrary, treat you with polite condescension, and leave without fixing the problem so that you have to schedule a follow-up appointment and roll the dice again. There is a clear emphasis on throughput rather than quality of service. As the old saying goes, "Fool me once, shame on you; fool me twice, shame on me." Well, I'm satisfactorily shamed. Wesley Wood is not a bad company, but they clearly have some cultural issues to iron out and I am done waiting around for them to resolve. I am looking for a new provider to maintain my system.

They did a good job, they did not blow out the water line to the humidifier. Three weeks later we had a leak because of a blocked water line!!! After spending $13,000 for new equipment they charged us $84 for a house call. I don't think that was very fair. The company refuses to return my calls asking for a $84 refund. Wesley Woods heating and air conditioning company has ripped us off.

Appointment window was from 2pm to 4pm. At 3pm I called them to make sure they were still going to be there as I had to be somewhere at 5pm. Receptionist checked with technician who said he was running behind but would be there right at 4pm. Showed up at 4:30pm. Was able to program the thermostat quickly after determining that we didn't actually have dual-heat but rather just a single heat system despite the presence of a heat pump at our new house. Had I known that I could have programmed it myself since I had already installed it correctly. Price is high for what was actually done, but understandable considering someone had to come out to the house. The tardiness of this vendor, and their lack of even acknowledging it, means I won't use them again. Heading home from work in the middle of the day to wait for two and a half hours is more than I'm willing to do with them in the future.

The charge for the lamp was $750, but he failed to mention it cost an additional $90 for the power supply until it was time to ring up the charges. I checked his work after he left. There was still black on the coils and the power supply was left lying on top of the coils. By the looks of the construction of the power supply, it was not intended to be located in the airflow portion of the system. He used two cans of disinfectant to clean the coils which made me nauseous for two days until it cleared out of the system. He used no special equipment to clean the coils, just the spray disinfectant and my paper towels.

2/17/2014, Wesley Wood Service Experts came out to repair our heat pump that R&D Heating & Cooling of Kennett Square could not fix. The system had not been working right since the end of November 2013 and I was frustrated! The Tech who came in: inspected the system, found mold in our blower unit (that R&D had not reported), reset the temp setting so that the unit would not short-cycle, and educated us as to how to maximize the efficiency of the unit. Unfortunately, the heat pump stopped working again and 2/20/2014, the same Tech came back and found that the fan motor burnt out. It was under warranty and a new one was ordered. 3/4/2014, a different Tech came out, installed the new fan and motor, but it did not work correctly (no charge for the service call). On 3/7/2014, two Techs and the Service Manager came out, fixed the problem calling Lennox to ensure that all was working properly. A follow up phone call was made by the Service Manager to ensure that the system was still operating correctly. After the problems we had with the other HVAC company, the service provided by Wesley Wood Service Experts was outstanding. I did not pay until the system was fully operating. Unlike the other company, they stood by their warranty and would not even accept payment until I was 100% satisfied! Wow, what a difference! They solved the mold problem, they had a service plan offered at a very competitive price and they even followed up with a phone call to ensure satisfaction. It doesn't get any better than that! The electric bills are back to normal and the system has been working fine ever since. All of the excuses given to me by the other company were just that - excuses. Wesley Wood Service Experts provided results without excuses. That's service! Professional office staff, professional Technicians, outstanding results. Five star business!!

Had to schedule a month out. Technician was on time and professional and courteous.

The latest episode involved two dampers in our heating units that went bad. One has been stuck in it open position which means that the heat runs continuously and without regard to the thermostat setting. This is a very hot and expensive problem! Anyhow, we've tried multiple time (at least six times) to have the issue resolved and have been unsuccessful. They have actually sent a different technician out to our house three separate times to remeasure the size of the same dampers! When I call to ask about the status of the part (since weeks have passed) nobody can tell me. When I ask to speak to the manager I am told by the answering service that they will return my call by the end of the day because they are in a meeting. Of course, the problem is that NOBODY ever returns the call! It's a shame that some incompetents have truly run what once was a descent company straight into the ground. AVOID them at all costs!!!

I have been using Service Experts (Wesley Wood) for about three years. They are always prompt and courteous. They call me to schedule my tune-ups well in advance (so I don't have to remember!). I feel like I am getting a good value. I do not really have any way to know if what they are doing is actually helping my equipment, but at least it gives me piece of mind. My furnace and AC units are 23 yrs old, and they are still going strong! My grade for them is not straight A's because I had a bad experience this winter. They never called to schedule my heater tune-up, and I didn't realize until the weather turned cold. At that point, I called them to schedule, and I had a to wait awhile for the next appointment. Then, they never showed! The worst part was that, when I did call to complain and reschedule, I had to leave three messages before I got any response. The end of the story is that they gave me a $50 credit, a sincere apology, and they got a technician out ASAP. So, I truly believe that this was an anomaly and not indicative of their normal performance.

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.

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...