Wilsons Home Heating

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.

Today is March 30th 2024, and at 9:45am it's 4 degrees outside, and my aux heat is running. The notifications on my system indicate another inverter overcurrent failure.

This "state of the art inverter heat pump" is costing me more than the 12 year old single stage Goodman it replaced, as it seems to need to use electric heat backup even when it's above freezing outside.

I cannot stress how poor customer service at Wilsons Mechanical is.
Called them to have them come see why we had no heat from our Panasonic heat pump which we purchased from them 7 years ago.
2 week wait in November which was due to COVID and Christmas approaching.
Tech came out and found there was no refrigerant, so he charged the system with nitrogen to check for leaks. This was on a Friday and we assumed that he'd be back Monday or Tuesday to check if any leaked. 
When I called that week to inquire when the tech was coming back, the service dispatcher (Melissa) told me I'd have to make a new appointment. I was surprised, as any other service business the tech would have come back as a matter of course to look for the leak. So another two and a half week wait and the tech comes back, discovers a couple pipes had rubbed together causing the leak. I don't know why he didn't notice the first time he was out.
He repaired it and left - and added an extra hour on top of the half hour 'travel fee' which they apparently charge every time they come even though they're a 10 minute drive from my home. When I questioned the extra time billed, I was told there's a travel charge every visit, and that the tech was 6 minutes into the second hour so rather than charge me the full extra hour, knocked it down to a half hour. Guess the 10 minutes he sits out in front of the house after finishing up is on my dime and not Wilsons but does add extra billing time.
I'd checked on the warranty and discovered that the seized compressor may be covered still. I asked Melissa about it, and she said, "No - warranty expired last year". When I then asked 'when' last year, it was December 23rd; which made it still under warranty. Had I not asked and pushed, I'd have had to cough up a lot more money for the compressor.
I'll never deal with Wilsons Mechanical again and urge you not to as well.

We had our furnace serviced today, to get ready for the winter months.(we do this every year) (Our bill is under the name Alexander Dunbar, at 107 Ryland Avenue, Bible Hill, NS) We are very pleased with the quality of service we have received. The gentlemen that have come to our home, have always been very pleasant, they always answer any questions we have, and they are good at what they do. We have never had any complaints with this company and we have been a customer for quite a few years !!

Since I've moved into my current house (2002) Wilson's has been providing oil for my furnace and hot water heater, and providing their maintenance package for both as well. They have never let me down and have been a top notch company to deal with. Today, James was here to provide our yearly maintenance - personable, professional, great knowledge of the company, and a great discussion about heat pumps. Hats off to a well rounded company and I look forward to continued service from Wilson's in the future.

These guys were amazing Roy & Barry ..in and out quick ..no mess ...even took their shoes off ...imagine that these days ...very polite and respectful ....great service .would highly recommend to anyone :)

James cleaned my furnace. Wilson's has always been awesome. Weve been in our house now for 4 years and everytime i call them for an appointment they are always fast and friendly.

We deal with Wilson's for oil, propane and security system and have always been impressed with your employees.
Yesterday we had our oil tank changed and the two gentlemen were extremely professional, considerate and pleasant.
Any time we have dealt with a Wilson employee they have been great ambassadors for your company. We would not hesitate to recommend Wilson's.
Anna and Neil MacLean

Darrell worked quickly and was very helpful answering questions ....... I was charged for the parts ...... the furnace was inspected so I could buy the service contact .I was a wilsons customer back in 1985 for 3 years and didn't think twice to call them in july/16 to service the furnace and buy fuel from them

Hot water tank leaked in nite,,service was here before eight am,excallant service,( Roy & perry) Thank you! Glad to have this all done so fast before the weekend,very pleasant staff!

Everybody arrived on the appointed day and hour, for advise as well as installation. Installation was handled professionally and quickly. All they questions I had were answered and they left the job site clean.