Willard Heating, Cooling, & Plumbing — Attraction in Forney

(This is a continuation of review posted by LUDA) I am writing on behalf of my 86 years old mother Liudmyla who speaks no English .She is a Ukrainian refugee who fled the war in 2022. She suffers from medically documented mental illness(es),l. I am disabled immobile individual. My name is Olga.I believe that my mother and I were defrauded by the WILLARD COOLING HEATING PLUMBING & ELECTRICAL, located in Forney TX. Continuation of review: On the same date, June 25 of 2024 my mother went to neighbor and brought him home . The same way as she used with Technician Littrell, her hands and fingers , she explained to her neighbor that she have some kind of problems with AC because unit still was not working properly .The neighbor went upstairs where the inside unit was located . Then he went to the garage where the breaker panel was and switched on the breaker . The AC Unit has started to work just fine. On August 19 there was another issue at the house . The light suddenly went off. My mother called to he acquaintance again asking her to help. The woman again made arrangements with the Willard's to come to house and inspect the problem . This time came technician Jose Lopes. But, before Lopes came in the lights came back to life. My mother called to the acquaintance and asked her to cancel the appointment . However, Lopes still appeared at the house . When he knocked at the door my mother opened it and showed to Lopes with her hands pointed to ceiling that the lights are on and working. Nevertheless , Lopes entered inside . He spent at house approximately 15-20 minutes . But before to leave he handed to my mother peace of paper asking her to sign in the space marked with letter X. My mother signed. What was written on the paper my mother did not know. Later it turned out that my mother signed an agreement allowing Willard's to charge my debit card. Consequently, the Willard's charged my debit card twice, one time is for the amount of $642 and $767.70 consequently without me ever knowing. On August 29, 2024 someone nocked at the door. My mother opened it. It was the same Technician Jose Lopez who came to the house on previous occasion on August 19th. He was inquiring whether everything is all right. My mother called to her acquaintance who translated for her previously. The woman told to mother that Tech says that AC units at the house needs to be replaced as soon as possible because they are very old and can explode at any time. My mother asked how much money those two units would costs. The Tech said 33.000$. My mother said NO, But Lopes insisted to inspect the break panel and went on his own initiative into garage where the panel was located. Than hi returned inside giving my mother again to sign peace of paper with written text in English. My mother signed it . She did not know what was written on that paper since she does not speak nor does not know English. As a result of that visit her debit card was charged in the amount of 5000$ without her ever knowing it , and my debit card was charged in the amount of 1,141$ without my approval or authorization In addition, my mother's debit card was charged by Willard's 13 times more, starting from 9/11/2024 in the amount of $14.95 each months with total amount of $194.35 total. And my debit card was charged on August 18, 2024 in the amount of $129.38. Neither my mother nor I do not know what those charges were for. Again, neither I nor my mother ever agreed or gave permission to Willard's to charge debit cards for any amounts whatsoever. The total amount that Willard charged us...

LISTEN TO THE NEGATIVE REVIEWS! I regret dismissing them. We had an AWFUL experience with Willard Cooling & Heating. When our AC stopped working and our home was beginning to heat up to dangerous levels, we felt desperate for help, and unfortunately this company made us feel taken advantage of during that vulnerable moment. A technician came out that evening but couldn't complete the full inspection because the evaporator coil inside had frozen over (we were only told to check the outside unit, so we had no idea!). The next day, a completely different technician came who didn't seem to have any information from the previous visit, so we had to go through the entire process again. The technician was nice; however, we felt that the company has trained their techs to overcharge customers. After completing diagnostics, they told us we needed to spend over $5,000 in repairs (or just under 5k if we joined their membership) and that there were no other options. Feeling pressured and stressed due to our current situation, we agreed despite our current financial hardship, and they required full payment upfront before the repairs or parts had even arrived!

Within an hour of the technician leaving, we learned from several neighbors that they'd been quoted less than half of what Willard charged us for similar and EXACT repairs. We immediately called to cancel the repairs, parts orders and membership and request a refund. Despite multiple calls, text, and emails, no one from customer service has returned our messages as we were told they would be by a woman named Shelly at the office. I've requested an itemized receipt and details of the inspection and suggested repairs, but they keep sending only the membership receipt and not providing the information I have requested. This feels VERY deceptive.

At this point, it's clear this company overcharges, is inconsistent, and provides poor communication and transparency. We are still waiting on a refund and a proper response. I would STRONGLY advise others to research more honest and reliable HVAC companies before calling Willard - in our experience, they were neither reliable nor trustworthy and seem to feel no shame about taking advantage of their customers in...

Update: After ongoing issues with this company our issue never got resolved. Canceled all services with them. Their follow up was also very poor, we had to call continuously to get a response.

Willard has given us the WORST customer service I have ever experienced with a company. As reputable as they are I never thought I would receive this horrible customer service we have received. When we called to make our initial appointment they were quick and efficient to come out draw out a plan and get the estimate to us in a timely manner. The job got booked/done and 30 minutes right before the job was done they were also fast enough to send someone out to pick up payment. A day later and our home felt worse then what it felt like before so we called and they took their time to come back out, leaks were found in the duct work have they been fixed? Supposedly they were, the air returns that were placed are not working till this day so they had the manager come out and say that he would come back personally to make sure it was done right when they came to fix it. Did he come? No he didn’t. Was it done right? No it wasn’t. Another technician came out and stated that the manager who drew up the duct work for us didn’t do it correctly… that he added so much duct work but no dampers were included and that it was a big factor on the issue. Has that been resolved? of course it hasn’t. They then stated a piston was missing and it took a week to get that authorization out to us for approval with no TAT on the part or when we’re supposed to be scheduled for it. We purchased a metal box for some of the duct work and a foam one was added and not placed/ patched correctly as that has leaks as well. I need someone to contact me directly that can actually get all of these issues corrected. Now that there’s issues no one is moving fast enough as they were to get us initially booked and to get cash payment picked up.- update 8/19/24: Willard sent another technician out Michael and Juan they were both amazing felt the difference right away! I give those 2...