White&Williams

These folks installed my Payne system for previous owner. I have had maintenance contract since my purchase in 2013. No issues until this year. Will never go back. Was charged for two trip charges (40 each) although second trip was to install part unavailable on first visit. Took over a week to arrive. I Was given a receipt for another person’s job which appears to be the same as mine but charged less for part. VP who returned my call was extremely rude. Was told by billing dept that second trip charge would be waved, VP said no. Worst customer service experience in 25 years

I have used White & Williams in the past for preventative maintenence. I received a advertisement in the mail to schedule a PM. I scheduled with them over 6 weeks ago for Friday 4/30 at 10:00 am. Since they only provide PM service on weekdays, I took a vacation day from work to be home. I received a call at 8:30 am the morning of the scheduled appointment to inform me they needed to reschedule. They offered no explanation for the rescheduling such as an employee called in sick or had a family emergency. When I informed them that I had taken the day off just for this appointment, I was offered not explanation nor apology. I asked if they could reschedule to a Saturday and was told they only offer Saturday service for emergencies. I informed them that I found the lack of advanced notice to be unprofessional and that I will never use White and Williams in the future. I highly discourage using them for any planned appointments.

I have used W&W for the past 5 years for furnace and AC maintenance. They have always been professional, respectful, on-time, and a pleasure to do business with. Jacob did a GREAT job today during his scheduled appointment.

If you are looking for a company that knows how to provide after sales customer service and maintenance, I would NOT recommend White & Williams. They installed thousands of dollars of equipment in my house including AC. One room has always been too warm. Several months ago the VP finally came and admitted they needed to add a vent. They have strung me out for over 9 months, never returning my call. I give up. Also the maintenance service scheduler is one of the nastiest people I have ever dealt with.

The folks at White and WIlliams are far and above the rest of the local HVAC companies. After being jerked around by other companies White and Williams understood my emergency and took care of it 24 hours earlier than they were supposed to. Fast, efficient, and above all else understanding. I will sing their praises for years to come. Schedule and appointment or just call them and I bet they'll take care of you.

I recently had 2 heat pumps and 2 air handlers (for home and apartment) replaced by White and Williams after someone hit our home with their car! I was pleased with their professionalism, pricing, and service. I would give them 5 stars, except that they told me they would call in the inspection from the county and did not do that until reminded. Their after-hours answering service took a very long time to answer. Other than that, I was very pleased with their service.

We've been customers for 9 years and have had good service on our HVAC system; however, this year their service and customer orientation and customer service has taken a nose dive. We've made 6 attempts to schedule service. Either there is no call back or we get disconnected. The people doing the work are very good. The people scheduling the work are in need of some customer service training. Where is management in this process?

In 2016 I purchased and had installed a new heat pump. A few months later I had a problem and discovered that White and Williams had received info from Trane that this model required an additional wire to function properly. White and Williams never called and said that this needed to be fixed, they simply waited until there was a problem. Several months later I was about to go out of town to work and would only be coming back to my house every three months. As I was preparing to leave I discovered another problem and the unit wasn’t turning on properly. Once again I discovered that White and Williams had received new information from Trane that an upgrade was needed and that once again White and Williams had waited until I discovered the problem to do anything about it. Had I not discovered the problem, my heating system would not have come on during the winter months while I was out of town. My pipes wold have frozen and burst causing massive damage. After this incident I went to their office and requested to speak to the sales person. The receptionist would not permit me to speak to him or have him contact me. JNow I have called and requested a call back regarding the thermostat control which is complicated and the owners manual is inadequate. Two days later and no call. I would recommend either avoiding this company or hiring an attorney at the same time that you hire White and Williams. My experience has been that they are a highly unscrupulous organization.

We got 3 quotes for 3 different systems in June and called to figured out which one we wanted to do. I called the office in July and was told someone would be coming to my house on a Monday probably about 5 days after I called. We waited all day at the house and no one ever showed up or called. It took until Thursday to get in touch with someone that could tell us what was going on. I called the office 3 days in a row and was told my project manager would call me back. At this point it was a week and a half delay on their end. I am finally informed that we need to find a general contractor that can come and cut holes that they had the measurements for. If there is a “project manager” you would think that he would let you know that since he has to be in contact with the general contractor to give him the measurements. It was August by the time the general contractor could get there (not his fault) and brandon, our project manager, assured me that he would be here to install the unit right after the whole was cut. The general contractor finished on a Wednesday. Then on Friday afternoon when brandon is supposed to be installing the unit, he informs me he needs a signed contract and 50% of the money. Yet another avoidable delay since I had talked to him multiple times and he had never said anything about this. The contract I was signing contradicted what he was telling me and I no longer felt comfortable using this company or trusting Brandon. If you want to call yourself a project manager then you need to know how to manage a project. After all these delays by him and his company they were not even willing to install a $45 smoke detector for free. It was an $8000 project and a lot of mistakes were made on their end. The electrician will not come until the hvac is installed because he needs to know where to run the wires. The plumber can’t come until the electrician can come. They held up every project we are trying to get done. It is summer and it is hot and we have no AC and our electrical needs to be upgraded to support basic appliances like a microwave.

Heat pump went out, called White and Williams first thing Tuesday morning. Answering service called dispatch and within 15 minutes received a call back. She set up a time for service tech to come out. He had 1 call before me and arrived right after that. Very professional , courteous. Explained everything in detail and showed me actually what was wrong. Fixed problem. Very pleased with the service. I also had them service heat pump 2 years prior and also had great service.I would recommend.