Dallas homeowner questions 'pre-installed' furnace



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Posted on September 11, 2013 at 5:52 PM

Updated Thursday, Sep 12 at 4:00 AM

DALLAS — Air conditioning problems had Anna Lawson making multiple trips to the attic in her home. So she called Wilson Heating, Air & Plumbing, a company she had used before.

Lawson claims she was told she needed a new furnace. They brought in and installed what she thought was a new unit.

Instead, both sides agree a used unit was installed.

“I would never in a million years have a used, dirty machine, brought into my home and have it blow air all over my house." Lawson said.

Especially since Lawson and her daughter both have asthma and severe allergies. Lawson immediately had the furnace removed and asked for a new one.

"The owner was so clear that he had not done anything wrong, and that I had asked for a used furnace." she said.

We went to the owner, Steve Wilson. His story is a little different.

"All she had to say is, 'That's not what I thought I was getting,' but instead she went off the deep end," he said.

Wilson Heating, Air & Plumbing is accredited by the Better Business Bureau with an "A+" rating.  Twenty complaints have been filed in three years, half of which were resolved, with the BBB noting that the company tried to resolve complaints in good faith.

Wilson said a "pre-installed" unit was mistakenly brought over to Lawson's home. It was a month old, but according to him, that’s new by industry standards and it still had a 10 year warranty.

"I told her we could get the other one — a brand new one — for $1,000 more. But she didn’t want that," Wilson said.

Meanwhile, Lawson went to another company who said she didn't need a new furnace — just a $200 part.

"They told us the whole thing was unbelievable," she said.

Now Anna Lawson said she'll never believe what any repairman says without a second opinion, and she advises other people to do the same.

E-mail cwade@wfaa.com